Exploring Factual and Perceived Use and Benefits of a Web 2.0-based Knowledge Management Application: The Siemens Case References+

wildlifeplaincityManagement

Nov 6, 2013 (3 years and 9 months ago)

85 views

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

siemens.com/answers

Exploring Factual and Perceived Use and Benefits of
a

Web
2.0
-
based Knowledge Management
Application:

The
Siemens Case References+

I
-
KNOW 2013, Graz,
Austria, September 4
th
, 2013

Alexander Stocker

Virtual Vehicle Research Center

Information & Process Management

Graz, Austria

Johannes
Müller

Siemens Switzerland Ltd.

Building Technologies Division

Zug, Switzerland

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
2

Alexander Stocker and Johannes
Müller

Corporate, Siemens
-
Wide and Cross
-
Sector Departments

Infrastructure & Cities Sector

Energy Sector

Industry Sector

Healthcare Sector

Building
Technologies

Rail Systems

Wind Power

Solar & Hydro

Oil & Gas

Energy

Service

Power

Transmission

Fossil Power
Generation

Customer

Services

Drive

Technologies

Clinical

Products

Diagnostics

Customer

Solutions

Imaging&The
-

rapy Systems

Metal
Technologies

Low and Me
-

dium Voltage

Audiology

Solutions

Smart Grid

Industry

Automation

Mobility and

Logistics

Siemens Sectors and Divisions

with Current Focus User Groups

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
3

Alexander Stocker and Johannes
Müller

References+ ...


is a Web 2.0 platform for the global
exchange of business
-
related knowledge,
experiences and best
-
practices,


is a 'Social Networking' tool, which
networks colleagues and animates them

to communicate to each other,


is intended for internal use (by Siemens
members) only and thus available within
the Siemens intranet,


contains knowledge references (customer
projects, solution/service concepts, etc.)
and suitable documents,


contains several discussion forums (Urgent
Requests, etc.) and a
microblog

section,


considers its users as global community

(~ 10,000 members located in 79
countries) supporting each other.

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
4

Alexander Stocker and Johannes
Müller

Content in References+

Knowledge References


Customer Projects


Solution/Service Concepts


Technology Information


Market Information


External Awards


Business Excellence Cases


Lessons Learned

Forum Postings


Urgent Requests


Solution Talk


News, Trends, Innovations


Fairs and Conferences


BT Academy International


Quality Management


etc.

Content in References+

Networking both Knowledge and People

knowledge and information sharing

people networking

Microblog

Postings


structured

by free

tagging


("Folksonomy")

Member Pages


Name


Portrait Picture


'About me' Text


Phone Numbers


e
-
Mail Address


Availability Status


Personal Network

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
5

Alexander Stocker and Johannes
Müller

User Survey 2009:

Several User Ratings

Period: 3 weeks in September/October 2009

Participation: 1070 responders

more or less helpful for 88%

714 saved days

36% frequent users

64% occasional users

Ø 2.63

Ø 1.96

Ø 1.89

Ø 1.86

several days

several hours

no time savings

very helpful

predomin. helpful

partially helpful

not helpful

one day

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
6

Alexander Stocker and Johannes
Müller

User Survey 2009:

Correlation of Perceived Benefit & Usage Frequency

Usage Frequency

(# responders)

spora
d
ic

(401)

monthly

(289)

weekly

(280)

daily

(100)

Ø
all

(1070)

Availability*

2.51

2.66

2.71

2.79

2.63

Usability*

1.72

1.99

2.12

2.34

1.96

Functions / Features*

1.62

1.96

2.08

2.31

1.89

Content Quality*

1.65

1.91

1.98

2.17

1.86

Helpfulness**

0.92

1.38

1.55

1.94

1.31

# days saved per year***

0.32

0.60

0.97

1.40

0.67

Selectable Options:



*

very good (3), good (2), average (1), insufficient (0)


**

very helpful (3), predominantly helpful (2), partially helpful (1), not helpful (0)

***

several days (3), one day (1), several hours (0.5), nothing (0)

higher benefit for higher usage frequency

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
7

Alexander Stocker and Johannes
Müller

User Survey 2011:

Survey Questions

Which
organizational unit are you working for?


(list of selected Siemens units)


How often do you use References+?



almost daily


min. one time weekly


min. one time monthly


less than monthly


How
helpful is References+ in your daily work?


very helpful


predominantly helpful


partially helpful


not helpful


How
much working time did you save (in the last 365
days) by using information found in References+?


several days saved


one day saved


one
or several hours saved


no time savings


How
much money did you save (in the last 365 days) by
using information found in References+?


more than

10,000 saved



1,000 …

10,000 saved



0 …

1,000 saved


no money savings



How much additional business turnover did you generate (in the
last 365 days) by using information found in References+?


more than

1 million in additional turnover



100,000 …

1 million in additional turnover



10,000 …

100,000 in additional turnover



0 …

10,000 in additional turnover


no additional turnover


I cannot directly influence turnover



How many additional customers did you attract (in the last 365
days) by using information found in References+?


3 or more additional customers


2 additional customers


1 additional customer


no additional customers


I don’t have direct contact with customers



What is your overall rating for References+ and the related
administration team?


very good


good


average


insufficient


I don’t want to give a rating.



Feel free to share any comment related to References+
(optional).


(free text input)


September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
8

Alexander Stocker and Johannes
Müller

User Survey 2011:

Survey Results

731 saved days

Period: 4 weeks in September 2011

Participation: 1479 responders



190,000 saved money



5.3 mio. additional turn
-
over

Accumulated annual figures

for these 1479 responders:

361 new customers

(minimum calculation)

(minimum calculation)

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
9

Alexander Stocker and Johannes
Müller

User Survey 2011:

Research
Question

How
do
survey
results on perceived use and benefits of
a Web 2.0
-
based knowledge management platform
match the factual use of
this platform?

survey

replies

(subjective, perceived)

platform (usage

data)

(objective, factual)

user (account)

data

(objective, factual)

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
10

Alexander Stocker and Johannes
Müller

Available

User
and

Usage

Data

Present status of user and user account
(as of March
2013
):



office
location (city,
country)


o
rganizational unit


date of registration in References+


d
ate
of last
visit


account active
(true/false)


p
hoto
uploaded (true/false
)


number of
characters in “About me”
field


number
of other internal Social Media
platforms, where user is registered



Usage data (during April 2010


September 2011):



number
of days with access to
References+


number

of visited Knowledge
References


number

of
contributions

(i.e. Knowledge
R
eferences, feedbacks, forum postings,
microblog

postings)


number

of followers and
followed colleagues

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
11

Alexander Stocker and Johannes
Müller

Correlation

of

Usage

Data
and

Survey
Results

Perceived

vs.
Factual

Usage

Respondents
with a
perceived
high
usage frequency
are exhibiting
higher
factual usage,
but are
not necessarily the most active
factual contributors.

Higher
factual

use

for

higher

perceived

use

Perceived "Usage frequency"

daily

weekly

monthly

seldom

# respondents

140

341

371

627

Ø activity days

33.18

29.77

17.44

13.07

Ø visited KRs

21.11

16.74

8.78

3.01

Ø contributions

3.11

3.26

1.05

0.56

Ø followers

2.19

1.82

1.18

0.74

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
12

Alexander Stocker and Johannes
Müller

Correlation

of

Usage

Data
and

Survey
Results

Helpfulness

vs.
Factual

Usage

Respondents
with a
perceived
high
helpfulness

of References+ are
exhibiting
higher factual
usage, i.e. they
visit more Knowledge
References,

generate more content, and have more followers.


Higher
factual

use

for

higher

perceived

helpfulness

very

predom.

partially

not

helpful

helpful

helpful

helpful

# respondents

146

222

805

306

Ø activity days

26.53

27.39

19.07

13.59

Ø visited KRs

25.88

20.39

5.90

2.45

Ø contributions

4.41

2.41

1.20

0.46

Ø followers

2.10

1.47

1.23

0.66

Perceived "Helpfulness"

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
13

Alexander Stocker and Johannes
Müller

Correlation

of

Usage

Data
and

Survey
Results

Type
of

Benfits

vs.
Factual

Usage

Respondents with
perceived

high time savings
and
perceived
high money
savings

are not necessarily the most factual active users.


Respondents with perceived
high generation of turnover
visit more
knowledge references.


Employees with perceived

higher number of customers
have more activity
days and visit more knowledge references.





September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
14

Alexander Stocker and Johannes
Müller

Correlation

of

Usage

Data
and

Survey
Results

Overall Rating vs.
Factual

Usage

Respondents
with
a
high
overall

rating

of

References+
have
more average
activity days, visit more Knowledge References, make more contributions,
and have more
followers.


Higher
factual

use

for

higher

overall

rating

very good

good

average

insufficient

# respondents

281

610

231

57

Ø activity days

29.96

22.11

13.29

10.05

Ø visited KRs

15.51

11.79

6.19

2.93

Ø contributions

4.69

1.13

0.76

0.44

Ø followers

2.60

1.10

0.83

0.67

Perceived "Overall rating"

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
15

Alexander Stocker and Johannes
Müller

Conclusion and Discussion (1)

Research Scope

Whether and how do survey
results on perceived use and benefits of a Web
2.0
-
based
knowledge
management platform
match data on factual
use
of the
platform?


References
+ users
with perceived higher benefits (i.e. helpfulness, saved time,
saved money, new turnover, new customers) are by trend factual Reference+
users.

Study results show a relationship between perceived benefits

of References+ and factual use of References+.

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
16

Alexander Stocker and Johannes
Müller

Conclusion and Discussion (2)

Suggestions for practice

Users
with high intrinsic
motivation
use
Web 2.0 platforms
more often than less
motivated
colleagues
.


Hence
, the probability of perceiving any related benefit might be higher for
frequent users since they are more active and thus able to explore a higher
number of potentially positive
aspects
of the platform.


Therefore
,
factual and perceived benefits

are among the most important and
sustainable
motivation factors

for using a Web 2.0
-
based platform such as
References
+.

The authors suggest provision of immediate benefits for users

as most crucial success factor for an Enterprise 2.0 initiative.

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
17

Alexander Stocker and Johannes
Müller

Conclusion and Discussion (3)

Contribution

Survey
results
reflect
the subjective views of the respondents. B
y
using a high
number of survey replies, a
tendency can be
derived by calculating average or
median
values.


User
surveys can be very helpful and effective in developing user
-
centered IT
features and community coverage: The results show the basic needs of the user
community, which helps avoid
fundamentally undesirable
developments. In
addition, the results help clarify questions such as the following
:



Why are employees motivated to participate and
contribute
in online
communities?


What
do employees expect from Web 2.0
-
based
platforms
? What do they miss
in the currently available platform?


Is
there any correlation between objective use or
contribution
frequency and
subjectively perceived individual benefits
?

September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
18

Alexander Stocker and Johannes
Müller

More Information about References+

Would you like to learn more

about
References+?


Feel free to visit the presentation at the
I
-
KNOW Poster & Demo Session.


Thursday,
September 5
th
, 3:30
-
5:30
p
m

(German or English spoken

on demand
)


September 4
th
, 2013

Unrestricted © Siemens Switzerland Ltd. 2013 All rights reserved.

Page
19

Alexander Stocker and Johannes
Müller

Contact for Questions and Feedback

Dr. Alexander Stocker

Virtual Vehicle Research Center

Information & Process Management

Graz
, Austria

e
-
Mail: alexander.stocker@v2c2.at

https://www.xing.com/profile/Alexander_Stocker



Dr. Johannes
Müller

Siemens Switzerland Ltd.

Building Technologies Division

Zug, Switzerland

e
-
Mail: j
-
mueller@siemens.com

https://www.xing.com/profile/Johannes_Mueller47