| Introduction |
xv |
| Part I ORGANIZATION |
|
| 1 Knowledge Sources |
3 |
| Design Goals |
4 |
| Needs Assessments |
5 |
| Business Goals |
6 |
| Business Processes |
6 |
| Usage Characteristics |
7 |
| User Needs |
8 |
| Information Resources |
9 |
| Personal |
10 |
| Team |
10 |
| Corporate |
10 |
| External |
11 |
| Resource Improvement |
11 |
| Information Islands |
11 |
| Poor Reporting |
13 |
| Fractured Infrastructure |
13 |
| No Common Taxonomy |
13 |
| Development |
13 |
| Wrap Up |
15 |
| Taking Stock |
16 |
| Action Plan |
16 |
| 2 Organizational Barriers |
17 |
| Focusing on Users |
19 |
| Making It Easy to Use |
20 |
| Handling the Big Changes |
21 |
| Addressing Personal Needs |
22 |
| Eliminating the Noise |
23 |
| Choosing a Pilot Group |
25 |
| Sponsors |
26 |
| Stakeholders |
27 |
| Prototyping the System |
28 |
| Demonstrating to End Users |
28 |
| Ongoing Collaboration |
29 |
| Reviews by Stakeholders |
29 |
| Wrap Up |
30 |
| Taking Stock |
30 |
| Action Plan |
31 |
| Part II PROCESS |
|
| 3 Product Design |
35 |
| Service Development |
36 |
| Setting an Example |
37 |
| Providing Better Service |
37 |
| Standardizing Design |
39 |
| Product Development |
40 |
| Success Rates |
41 |
| Project Repositories |
43 |
| Project Reporting |
43 |
| Collaboration |
43 |
| Managed Costs |
44 |
| Wrap Up |
47 |
| Taking Stock |
47 |
| Action Plan |
48 |
| 4 Customer Management |
49 |
| Sales Management |
50 |
| Lost Opportunities |
51 |
| Bringing It Together |
51 |
| Eating Dog Food |
53 |
| Information Loops |
55 |
| Replacing the Paper |
57 |
| Problems with Paper |
58 |
| Handheld Computers |
59 |
| Software Solutions |
60 |
| The Total Solution |
61 |
| Online Customer Support |
63 |
| Easy Access to Support |
64 |
| Public Discussion Groups |
64 |
| Knowledge Portal Features |
65 |
| Correspondence Management |
66 |
| Wrap Up |
68 |
| Taking Stock |
68 |
| Action Plan |
69 |
| 5 Employee Management |
71 |
| Training |
72 |
| Skill Alignment |
72 |
| Benefits |
74 |
| Paperless Management |
75 |
| Payroll and Direct Deposit |
75 |
| Stock Purchase Programs |
75 |
| 401(k) Administration |
76 |
| Staffing |
77 |
| Tracking Headcount |
77 |
| Managing Headcount |
78 |
| Performance Reviews |
79 |
| Out with the Old |
80 |
| In with the New |
80 |
| Expense Management |
82 |
| Wrap Up |
83 |
| Taking Stock |
84 |
| Action Plan |
85 |
| 6 Business Planning |
87 |
| Decision Making |
88 |
| Better Decisions |
90 |
| Faster Reactions |
90 |
| Trend Analysis |
91 |
| Simplicity Makes It Real |
92 |
| Making Informed Decisions |
92 |
| Predicting the Future |
93 |
| Results in the Pudding |
93 |
| Demographics |
94 |
| Digging Up Information |
95 |
| Providing Systemic Access |
96 |
| Wrap Up |
97 |
| Taking Stock |
97 |
| Action Plan |
98 |
| Part III TECHNOLOGY |
|
| 7 Digital Dashboard |
101 |
| Microsoft Office |
103 |
| Office Web Components |
104 |
| Outlook Team Folders |
107 |
| Microsoft BackOffice Server |
108 |
| Collaboration |
110 |
| Content Management |
111 |
| Business Intelligence |
112 |
| Tracking and Workflow |
112 |
| Dashboard Development |
114 |
| Developing the Prototype |
115 |
| Creating the Dashboard |
116 |
| Wrap Up |
117 |
| Taking Stock |
118 |
| Action Plan |
119 |
| 8 Microsoft Exchange Web Storage System |
121 |
| Web Storage System |
122 |
| Standards Support |
123 |
| Rich HTML |
123 |
| Win32 Interfaces |
124 |
| Advanced Scripting |
124 |
| Streaming Store |
124 |
| Content Indexing |
125 |
| Administration |
125 |
| Scalability |
126 |
| Reliability |
128 |
| Security |
128 |
| Integration |
129 |
| Productivity Enhancements |
130 |
| Office 2000 |
131 |
| Collaboration Objects |
132 |
| Development Tools |
133 |
| Unified Messaging |
133 |
| Wrap Up |
134 |
| Taking Stock |
135 |
| Action Plan |
136 |
| 9 Wireless Solutions |
137 |
| Industry Standards |
138 |
| Protocols |
139 |
| Data Formats |
139 |
| Wireless Carriers |
141 |
| Microsoft Products |
142 |
| Client Devices |
143 |
| Data and Applications |
144 |
| Development Tools |
145 |
| Server Products |
146 |
| Windows CE |
147 |
| Mobile Explorer |
149 |
| Feature Phones |
150 |
| Smart Phones |
151 |
| Wrap Up |
152 |
| Taking Stock |
153 |
| Action Plan |
154 |
| 10 Intelligent Interfaces |
155 |
| User Interfaces |
156 |
| Persona |
156 |
| TaskGallery |
157 |
| Speech Recognition |
157 |
| Text-to-Speech |
158 |
| Data Retrieval |
159 |
| Wrap Up |
160 |
| Taking Stock |
161 |
| Action Plan |
161 |
| Part IV APPENDIX |
|
| Technology Roadmap |
165 |
| Enabling Modules |
165 |
| Microsoft’s KM Platform |
166 |
| Basic Conditions for KM |
169 |
| Messaging and Collaboration |
170 |
| Technology Requirements |
171 |
| Microsoft Technologies |
171 |
| Scenarios and Recommendations |
173 |
| Complete Intranet |
174 |
| Technology Requirements |
175 |
| Microsoft Technologies |
175 |
| Scenarios and Recommendations |
176 |
| Communities, Teams, and Experts |
178 |
| Technology Requirements |
179 |
| Microsoft Technologies |
180 |
| Scenarios and Recommendations |
181 |
| Portals and Search |
183 |
| Technology Requirements |
184 |
| Microsoft Technologies |
185 |
| Scenarios and Recommendations |
187 |
| Content Management |
189 |
| Technology Requirements |
190 |
| Microsoft Technologies |
191 |
| Scenarios and Recommendations |
193 |
| Real-Time Collaboration |
195 |
| Technology Requirements |
197 |
| Microsoft Technologies |
197 |
| Business Challenges |
198 |
| Wrap Up |
201 |
| Glossary |
203 |
| Index |
221 |
