Enterprise 2.0 @ NASA GSFC

1. Enterprise 2.0 @ NASA GSFC April 14, 2009 Emma Antunesemma.antunes@nasa.gov

2. What did we set out to do? Redesign our Intranet site to: Better meet Goddard’s business goals Improve communication Make it easier to publish & find Information Integrate our content & provide a consistent experience Reduce sustaining operations costs Use Social Media to help us be more competitive & innovative Encourage collaboration and information sharing & energize the community Take better advantage of the information & resources we already have

3. Concept Map

4. Design Principles • Unify Goddard’s various communication vehicles • Provide different views based on facility • Take the perspective of the employee: • What’s going on? • What’s available to me? • How can I participate? • How do I get answers to my questions? • Integrate and complement what we already have; don’t replicate it. • Plan for content sustainability • Take advantage of existing processes & content sources • Don’t expect anyone to change their process for me • LESSON: Document these principles & make assumptions explicit

5. Approach • Design first, Technology Second • What keeps our community up at night? • What problems could we solve with better access to tools & information? • What information already exists, and who maintains it? • Meet with stakeholders & get their feedback. Iterate! • LESSON: paper mockups are great! • Use existing resources • No additional funding • Reprioritize existing developer staff • Take advantage of InsideNASA hosting & software

6. Roles & Responsibilities • Sponsored by Center Director’s office • Advised by Chief Knowledge Officer • CIO & PAO share responsibility for the site: • Infrastructure & Design: CIO (project manager) • Content and editorial direction: PAO (editor in chief) • Elements of the site have different owners: • Main page, services, organizations, announcements: PAO • Phonebook: CIO (phonebook admin) • Classifieds: GEWA (Goddard Employees Welfare Association) • 2 Developer Teams • Local developers from CIO staff – lead custom code development • Remote developers from InsideNASA staff – server admin, enterprise authentication, coaching on tools • LESSON: Make roles & responsibilities clear

7. Lessons from Stakeholders • Design must answer: What’s in it for me? • Always focus on what your customers need to do their jobs • Early outreach pays off • Drives engagement & demand • Gives you advocates in the community • Listen! Listen! Listen! • No news is “bad” – it’s just data • Online Phonebook improvements came from customers • Model the behavior you want • Set expectations – people like knowing • Share what you’re struggling with – you may get help • Make your scope very clear – it means you can say “why” if you have to say “no” • Discovery of solutions to problems no one knew they had • New capability & automation enables better workflow

8. Timeline • Original Concept – September 2006 • Pitch to Senior Management – January 008 • Project Milestones: • Project approved – March 2008 • Benchmarking & Metrics analysis: April/May 2008 • Approval to use Spacebook name: June 2008 • First paper prototype: June 2008 • Peer review: July 2008 • Outreach with stakeholders: Ongoing from May 2008 • Design Review: August 2008 • Go live of Phase 1: October 2008 • Design Review for Phase 2: January 2009 • Beta testing of Spacebook: April-May 2009 • Release: May-June 2009

9. Enough Background! What’d you do?

10. What can we learn from… Metrics? Benchmarking best practices from other NASA sites? Stakeholders?

13. Nice Intranet. But where’s the Web 2.0? Enterprise 1.0 has to come first. Without a working intranet to stand on, a social network is just a proof of concept.

14. Spacebook Features • Enhanced Intranet designed around: • User profiles • Forums • Groups • Social Bookmarks • Each employee can have his/her own home page • Can publish their own status • Share files • Connect with others and be able to follow others’ activity • Join communities of interest • Phased approach • New features to be added on an ongoing basis • Participation is voluntary

15. Benefits of Social Media Provides tools for building teams and strengthening networks Encourages collaboration and information sharing Facilitates: Communication Engagement Transparency Trust Takes advantage of the information and resources we already have Harnesses collective intelligence How many times do we pay consultants to tell us what we already know? 15

16. Design Soapbox • Integrate & Reduce Barriers to entry • No more inboxes! • Not another username and password! • Don’t make users fill out information when we already know what it is! • Don’t make them have to request an account! • Address “what’s in it for me” • Give them something that helps them even if they don’t author • Plan for user adoption & continued engagement • Keep it simple – don’t throw blogs and wikis at people, consider the context of how they’ll use them & make it easy • Every function must have a responsible content owner, or the content will die • Don’t just focus on bringing people to the door. How will you keep them coming back every day? • Engage early adopters and get commitment from them to post content regularly • Engage group owners to keep them actively using the group functions (then members keep coming back, too)

17. NASA Demographics

23. Impact of Social Media • Change! • Users, not webmasters, edit/publish content • Shift in training needs – new community needs to learn rules/conventions around web publishing • Transparency & Openness - pros & cons • FUD about appropriate use • Anyone can publish! Oh no! • Potential issue around “friending” concept & terminology • Mitigation: Education, peer pressure, group moderation, misuse reporting, no anonymous publishing • Need for training on social media concepts • How do I use this for work? What are the rules of behavior?

24. Change Happens Keep up the outreach and the iteration

25. Questions? Emma Antunes GSFC Web Manager Emma.Antunes@nasa.gov (301) 286-1377