Knowledge communities offer an effective approach to improving collaboration among teams, creating and managing innovative knowledge, and optimizing business processes. They create an environment for locating, sharing and reusing knowledge and expertise in the organization. In the Life Sciences arena, knowledge communities can sharpen team focus and have a positive impact across global and merged teams including R&D and clinical teams, pipeline management teams, sales teams, and many other groups. Microsoft SharePoint provides a powerful platform for building knowledge communities from social networking through document/content management, advanced search and personalized My Sites.

1. Paragon Solutions, Inc. Proprietary
Knowledge Communities: Unlocking SharePoint 2010’s Hidden Value
Improving Knowledge Sharing and Collaboration
May 2011
Jim Kane
Practice Lead: Collaboration & Knowledge Management, Paragon Solutions
jkane@consultparagon.com

2. Paragon Solutions, Inc. Proprietary
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Paragon Solutions’ Introduction
Corporate Facts
• National Coverage
• Global Clients
• NJ Headquarters
• Dual-shore Development
• CAGR 20+%
• Privately owned, 29-year history
Paragon is an enterprise information management
solutions company that helps firms leverage information
assets to achieve better business results.

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Our Accelerators Deliver Rapid Time-to-Value and Lower
Total Cost

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Agenda
 Define Knowledge Communities
 Review Examples of Knowledge Communities
 Review a Process for Enabling and Implementing Knowledge
Communities
 Look at SharePoint 2010 Capabilities that Support Knowledge
Communities
 See a Demonstration of SharePoint 2010
 Q&A

5. Paragon Solutions, Inc. Proprietary
Knowledge Communities

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What are Knowledge Communities?
Knowledge Communities are environments in which members share common objectives and goals.
Communities are successful when members adopt behaviors that foster collaboration as well as
creation and management of information (knowledge). Communities support making tacit knowledge
explicit.
Communities of Practice, Communities of Interest, Project Communities .. There are no strict
definitions of types of communities … Use what works for your organization.

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Why Knowledge Communities in Life Sciences?
Globalization, Mergers, Need for Speed, Innovation … the Life Sciences industry is experiencing
unprecedented challenges. We have heard from our clients, and the problems are common across
many organizations. We look at personal and business drivers.
Who has
experience in
outsourcing
management?
How do I know
this
documentation
is correct?
I feel like I am
re-inventing
the wheel
How do I
interpret this Part
11 Guideline?
I know I have
heard about how
to solve my
problem ..
I need to
search for
…
Individual Drivers Business Drivers
We keep repeating our mistakes
We aren’t repeating our
successes
We lose too much knowledge
when people leave or retire
(Baby Boomers)
We need to adapt to incoming
workforce members
It’s taking too long to develop
new products
We have experts everywhere
and we don’t’ know who they are

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Knowledge Capture – A Key Goal of Knowledge Communities
"Knowledge written and stored in computers is effectively only about 20% of what we know,“^
Tacit Knowledge is knowledge
that is difficult to transfer to
another person by means of
writing it down or verbalizing it
Explicit Knowledge is
searchable, repeatable
knowledge that managed by
domain experts and user can
collaborate on the value and use
of the knowledge

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Knowledge Communities Enable “Many to Many”
Detailed
Simple
Individual
(One to One)
Community
(Many to Many)
Discussions
Wikis
Instant
Messaging
Emails
Tagging & Rating
Bookmarks
& RSS
Search
Personal
Blogs
Blogs
Microblogs
(Status Update)
Profile
Search
Profile
Updates
Comments
Documents
Announcements
Knowledge Communities provide a forum for enabling and capturing knowledge on very complex
topics.
Community
Sweet Spot
Tacit
Explicit

10. Paragon Solutions, Inc. Proprietary
Knowledge Community Examples

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The Power of Communities
Source: APQC
Target Value
Proposition :
Operational
Excellence , create
a more affordable
business structure.
Approach :
Communities of
Practice, Best
practice replication
process
Results :
In less than 6
years , 15000
ideas submitted ,
value realized ?
over $1 billion.
Target Value
Proposition :
Faster revenue
growth, lower
costs.
Approach :
CoP’s, central KM
Managers, content
management.
Results :
10 fold increase in
revenue with only
5 fold increase in
employees.
Target Value
Proposition :
Operational
efficiency and
service delivery to
clients, Knowledge
sharing culture.
Approach :
CoP’s, InTouch,
service desks,
content
management,
SME teams.
Results :
$200 million
revenue created /
saved , 95%
reduction in
technical query
resolution. Annual
investment of
approx $50 million.
Target Value
Proposition :
Decrease
customer service
costs
Approach :
Customer Portal,
Customer
knowledge
repository
Results :
Number of test
chips created
decreased from
4.2 to 2.7 /
Average reduction
of 4.5 hours per
color match /
Savings of $2.25
million per year /
Total investment
unknown
Target Value
Proposition :
Provide faster
access to info,
improve
information mgmt
improve sales
leads
Approach :
Content Mgmt
communities of
practice
Results :
Increase number
of sales leads /
Increase in new
product sales /
Improved
customer
satisfaction scores
/ CM investment of
over $3 million for
start up, $8 million
annually.
Target Value
Proposition :
Create a single,
global company
/Reduce cycle time /
“Too Fast to Follow”
Approach :
Global Networks
(CoPs) / New ways
of working / Letting
the new guys into
“Old Boy” networks
/ Transfer of best
practices
Results :
$200 million/yr cost
savings / Reduced
number of wells /
Increased facility
uptime / Reduced
design and planning
errors / Total
investment of
approximately $4
million

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Knowledge Communities in Life Sciences
• Connect global drug manufacturing subject matter experts to
support critical problem-solving (powder compact, cleaning
validation, packaging and labeling, etc.)
• Connect global teams and people from newly merged
organizations (scientists, clinical trial SMEs)
• Enhance technology transfer between R&D and commercialization
• Capture tacit (personal/not documented) knowledge and making it
explicit (searchable, reusable) to support innovation in research
and clinical operations
• Make it easy for new employees to connect with team members
and to collaborate on problems and content
• Facilitate communities with JV partners, CROs and other external
parties to foster and improve communications and collaboration

13. Paragon Solutions, Inc. Proprietary
Enabling and Implementing Knowledge Communities

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Knowledge Community Enablement
Communities
Sponsorship
Methodology
Culture &
Values
Technology
Governance
Community Enablement is a methodical and flexible process designed to bring together people to
function as a community and meet business objectives. Paragon takes a very holistic approach,
focusing on key areas for maximum benefit
Successful communities address individual needs, community needs and organizational needs
• Corporate, Business,
Community Sponsors
and Objectives
• Management Leadership
• Individual Leadership
• Phased
• Roles, Types
• Repeatable Model
• Flexible to Fit Need
• Empowered Team
• Corporate Alignment
• Evolution Management
• Metrics
• Information Architecture
• Stewardship
• Information Policies &
Retention
• Collaboration
• Content Management
• Search
• Social Networking
• Reporting
• Portals (Aggregation)
• Change Management
• Adoption
• Evangelism

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Governance: Communities and SharePoint 2010
Governance of Communities must tie in to existing information and personal conduct
policies, as well as technology governance. Some lessons learned include:
• Global privacy laws are much
stricter than US laws so plan on
tackling this issue early
• Develop an auditing approach to
help ensure communities are
meeting their stated outcomes
• Do not simply allow ad hoc creation of
communities, have a governance model
for enabling and implementation
• Have a Steering Group support
enablement and implementation
• Decide early on intranet v.
extranet communities and levels
of governance required
• Decide early on approach to approach for
communities that require validated
content

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Community Enablement Framework
Setup Enrollment Adoption
People, Cultures, and Behaviors
Community
Enablement
Phases
Community
Establishment
Project
Phases
ProjectPlan
CommunicationPlan
ChangeMgtPlan
Establish Govern, Measure
Supporting Technologies (SharePoint 2010)
KM Strategy (Intent)
Program
Maturity
Phase
Process, Knowledge, and Technology Delivery
Assess, Define
& Plan
Design &
Startup
Launch &
Expand
Grow & Evolve
Paragon leverages a Community Enablement Framework, guided by subject-matter experts, proven
methodologies and pre-defined templates to ensure effective program execution.
New
Users

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An Enablement Process Speeds Adoption of Communities
Phase I Assess
Define & Plan
Phase II Design &
Startup
Phase III Launch
& Expand
Phase IV Grow &
Evolve
• Meet with Stakeholders
• Form Design Team
• Identify Key Drivers &
Outcomes
• Draft Initial Charter
• Begin Community Design
• Conduct Role-Based
Training
• Implement
Communication &
Change Mgt Plans
• Complete Content
Loading
• Hold Soft Launch
• Evaluate Feedback
• Revise as Needed
• Conduct Formal Release
• Implement Goals and
Measurement Scorecard
• Implement Reward &
Recognition Program
• Grow Membership
• Conduct Ongoing
Outreach Events
• Review/Update Charter
• Capture Success Stories
• Integrate with Other
Communities
• Contribute to Lessons
Learned
The Enablement Process is flexible, based on the size, scope and criticality of the community need;
the process is guided by subject-matter experts and with templates and examples. The process
addresses sponsorship, governance, technology, and cultural issues
• Finalize Charter
• I.D. Roles/Responsibilities
• Develop Mrktg/Comm Plans
• Develop Goals and Metrics
• Design Reward/Recognition
Plan
• Complete Community Design
• Build Capabilities and Load
Content
• Complete Change Mgt Plan
• Conduct POC & Feedback
• Prep for Launch

18. Paragon Solutions, Inc. Proprietary
Knowledge Communities and SharePoint

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SharePoint 2010
SharePoint has always been an enabling technology for Knowledge Communities. SharePoint 2010
extends these capabilities for even greater support.
 New Capabilities for Colleague
Tracking
 “Ask Me About” Notes
 Community Notes
 Enhanced My Site
 Content Tagging and Commenting
 Rating
 Faceted Search
 Organizational Browser
 Enhanced Document
Management Capabilities
 Enhanced Wiki Capabilities

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SharePoint Provides Unique Connections
Tags are added by the user in a community, and provide context to content. Tags tie together pieces that
help people find others, find content, track content, and add to the community knowledge base.
People
CommunitiesMy Site
Tag Pages Search
• Pages
• Libraries
• Lists
• Items
• Documents
• External
Websites
• My Sites
• Tag Profiles
• Images
Life Sciences communities can tag
content with domain specific terms that
speed search, and help connect people to
content.
Tagged content is noted on a user’s My
Site and may be public or private (for
personal reference); people can find
people via tags
Tag pages are SharePoint sites
automatically created; tag pages provide
users multiple ways to work with tags
Tags are indexed and available for search,
and can be treated as managed
properties
User profiles
highlight personal
expertise, tags, and
help connect people
Communities provide a
focus and take advantage
of SharePoint capabilities
like tags, wikis, blogs,
discussion threads,
profiles

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Microsoft Partners Enhance the Community Capabilities
Companies like NewsGator provide extensions that enhance capabilities of SharePoint
2010 that support Communities
• Enhanced User
Interface
• Social Site
Templates
• Micro blogging
• Enhanced
Activity
Streams
• Language
Localization

22. Paragon Solutions, Inc. Proprietary
Demonstration

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SharePoint 2010 Demonstration – A Knowledge Community
Our demonstration scenario
A few key points:
• This is a demonstration environment, not a community from a company we have worked with
• We are mostly focusing on the new capabilities in SharePoint 2010 that support communities
Tim Smith is a new employee. He is a Study Manager in the Oncology Franchise
authoring a new Protocol for a phase III Oncology study (ONCO1344). He is looking for
templates, work from other trials, and information pertaining to which Central Labs are
currently used for these kinds of studies. He has learned about a community that
focuses on Clinical Trials within the organization, and has decided to reach out to the
community to obtain some of the information he is seeking.

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The Value of Knowledge Communities
 Information (Knowledge) is captured
in context making it more valuable
 A forum is provided to focus on
specific business problems and
outcomes
 Behaviors that support innovation,
problem-solving and collaboration
are promoted and supported
 People are provided a capability to
“connect”
 Both individual and corporate
outcomes are addressed
 Both individual and corporate
outcomes are addressed
 Younger workers are given the tools
they know (social networking) but
are focused to meet corporate
needs
 People are more empowered to
succeed personally
 Savings can be realized when
savings are a defined outcome
In Life Sciences knowledge has value at many levels. Communities can support researchers,
project managers, clinical trial leaders and team members, pipeline management teams and more.

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Paragon Services – How Can We Help You?
 Indentify Knowledge Community Candidates
 Establish Business Case – Sponsorship, Outcome Visioning
 Plan and Execute Community Enablement
 Assess and Improve Existing Community Effectiveness
 Design and Build SharePoint 2010 Community Sites and Capabilities (and
Supporting Information Architecture, Governance, Training)
Paragon has services and an “Enablement Methodology” that can help organizations take advantage
of the value of Knowledge Communities. From strategy through enablement, Paragon has the
experience, tools and knowledge to help make your effort successful. Services of interest include:

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Additional Information and Contacts
http://www.consultparagon.com
New!!
Paragon Solutions and Microsoft Co-Author Whitepaper Detailing
SharePoint 2010 Compliance Enhancements ..
Please visit our web site for additional information or contact: marketing@consultparagon.com
to receive a copy
Paragon Solutions Contacts
 Jim Kane, Practice Lead: Collaboration & KM: jkane@consultparagon.com