Introductions Host: Adam Mertz Product Marketing Manager Jive Software Presenter: Lt Col J.D. Whitlock Chief, Decision Support Branch Office of the CIO Air Force Medical Service
Agenda • Air Force Medical Service (AFMS) Overview • AFMS Knowledge Exchange (Kx) • Kx Success and Failure • Enterprise 2.0 • Kx Communities – Mission, Architecture, Screenshots, Benefits – Next Steps • Audience Q&A
AFMS Overview • Global $5B healthcare system: — 42K employees — 74 hospitals and clinics — 2.6 million patients • Critical need for effective Knowledge Management: — Specialty missions like Aeromedical Evacuation — Many small facilities, sometimes in remote locations, means many one-provider shops — Administrative specialties are expected to be jack-of-all-trades
• Knowledge Management portal built on Enterprise Content Management system • Content subscriptions, automated expiration • In production since 2003 • 500+ sites, 50K+ documents, 20K members • Virtual Library for clinicians (access to third party clinical decision support tools) • “ConceptSearch” search engine indexes phrases, not just keywords, for better results ranking
Welcome to your HQ job … • Are you now expected to be the AFMS subject matter expert on _________? • Is this a scary thought? • Create / maintain a site on the Kx to facilitate communication with your AFMS “tribe” • Use “bottoms up intelligence” from the field to grow your SME brain
Kx Success and Failure • Steady growth, 15K page views / 3K logins / day • Motivated content managers do quite a lot with their sites, some have hundreds of subscribers (others do very little) • BUT … relatively little content contributed by non - content managers • Hard to get “bottoms up intelligence” without bottoms up input • Needed to leverage web 2.0 tools to make content contribution easier
Enterprise 2.0 “Enterprise 2.0 is what all those powerful social interaction concepts — such as Wikipedia, Facebook and Google Maps mashups — will do for business and industry when they are coherently exploited” (Gartner)
Kx Communities Mission Coherently exploit social interactions on the Kx Or … Put the bottoms up input into bottoms up intelligence
Kx Communities Architecture • Previously, each Kx site that desired a discussion forum had one • Discussion forum inherited subscribers from parent Kx site • Kx Communities is an upgrade to discussion forum and inherits same relationship to Kx sites • All Kx Communities content is indexed by and discoverable via Kx search engine
Kx Architecture DoD CAC PKI Two-factor authentication (Sun OpenSSO Enterprise) Oracle Universal Content Jive SBS = Easy access to 13 third party Management + custom “Kx Communities” clinical decision support and front end = “Kx” medical reference toolsets Enterprise search returns web pages, documents, discussions, blogs, profiles, externally indexed web content
Physician Assistant Community 82 Subscribers
Aerospace Medicine Community 214 Subscribers
Question to Family Medicine Community Email to 42 Subscribers at 6:30pm EST
Answer within 3 hours – From a peer in Japan
Web 2.0 Sociology Lab
Kx Communities Benefits • Significantly expanded toolset of internal collaboration tools in a secure environment – “Virtual water cooler” for AFMS • AFMS Consultants / Subject Matter Experts can now more realistically expect their “tribe” to participate and contribute content – Two way vs. one way online conversation • Searchable content vs. “lost to email” – E.g. brand new clinician on remote base scenario
Next Steps • Solicit senior leadership participation with blogs, profiles, etc. • Continue “high - touch” help desk ops – E.g. non-digital-natives still need help understanding what a widget is • Go down the list of Kx sites ordered by number of subscribers, marketing Kx Communities to each content manager that is not already an active user
Audience Q&A
Time’s Up – Continue the Conversation Online Follow- up with questions we didn’t have time to address, or contribute your own strategies for social business software: http://www.jivesoftware.com/clearstep/community/internal
Thank You! • Air Force Medical Service – providing quality, world-class healthcare and health service support to eligible beneficiaries anywhere in the world at anytime • Carahsoft Technology Corp. – the trusted Government IT solutions provider • Jive Software – the Social Business Software leader
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