Why And How The Enterprise Should Harness The Power Of Google Wave 2010
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This is the presentation I held at Bouvet innsikt at 29.01.2010 on Google Wave and the Enterprise. It looks at how e-mail is the primary tool for collaboration and communication and the enterprise, and how Wave by design solves most of e-mails problem. Especially important is the possibility of providing business context into collaboration in the enterprise.
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Why And How The Enterprise Should Harness The Power Of Google Wave 2010
- 1. Why and howthe Enterprise shouldharnessthepowerofGoogleWave Dagfinn Parnas @dparnas
- 2. about:me Dagfinn Parnas @dparnas Bouvet ASA SAP Mentor
- 3. 40 years ago 40 years ago Electronic mail @ ARPANET
- 5. Usage ofe-mail in theEnterprise E-mail is still the Enterprise’s primary tool for online communication and collaboration! Source of statistics: Business User Survey 2009, The Radicati Group
- 6. E-mail resembles the conventional post system Challenges of e-mail Collaborating on a piece of text Adding new people Attachingfiles Multiple conversation branches Smallcorrections E-mail to IM to e-mail Security Audit trail No business context Input to challenges: http://danieltenner.com/posts/0012-google-wave.html
- 8. A Wave is both conversation and document
- 9. A Wave is live
- 10. A Wave can be extended to provide business contextBy design solves most of e-mail’s problems
- 11. The SAP Fortress
- 13. Gadget
- 14. RobotSource: SAP Timeless software
- 16. Information architectureSource: Embedding waves in SAP NetWeaver Portal
- 18. Interacts with the user
- 19. Wave maintains common state of gadget
- 20. Wave provides native collaboration featuresDemo: Collaborative Business ProcessModellingwith SAP Gravity
- 25. Gadget
- 27. Enterprise scenarios for Wave Customer Relationship Management Performancemanagement(balancedscorecards) Servicedesk Purchase-to-pay(exceptionprocessflow) Project proposals Resourceallocation Ideadevelopment Meetingminutes Image Source: Mark Fiddelman
- 28. Wave is not just another application
- 29. DoesWavereplacee-mail? NO! But identify scenarios from inbox and expect it to shrink
- 30. The first steps for usingWave in the Enterprise Start small, measure progress Identifyprocesseswhere a small team canbenefit from the features ofWave Implement simple extentions to existing business applications for Wave Measuretheperformanceofprocessescompared to before
- 31. Prerequisites for mainstreamEnterprise adoption More intuitive userinterface Authentication and SSO throughcorporate LDAP Wavefederation server insidefirewall Integrationwithexistingtask lists and inboxes Vendorsprovidingoff-the-shelf support for Wave
- 33. twitter:@dparnas
- 36. What’s in it for Google? Createnext-gen collaboration platform ??? Profit!
Editor's Notes
- Question:Howmany have heardofGoogleWave?Question: Howmany have used GoogleWave? GoogleWave is an online tool for real-time communication and collaboration, striving to be as effective as face-to-face conversation. Google Wave launched into a limited preview stage at 30.sept with 100 000 invited people. I hope Obama realizes that winning the nobel peace price doesn’t get him a wave invite (@kjetilv)This presentationwilllook at whyGoogleWave is important in an enterprise setting withintegration to business criticalsolutions.Wewill not cover technicalaspectsofWave, althoughthatcould have beenfun as well.--Background image from: http://www.slideshare.net/habu/entwicklung-der-kommunikation-im-web-bis-gwave
- Afewwordsabout my selfDagfinn ParnasBeenworking at Bouvetsince 2004 with SAP, solutionarchitecture and IT strategy.Avidtwitteruser, which is alsowhereGoogleWave first caught my attention in August 2009 whenthedevelopersandboxannouncedTagcloud is basedon my tweets and gives a roughoverviewofmaintopics.SAP Mentors are the top community influencers of the SAP Ecosystem which now has almost 2 million members. The group consists of individuals with background from analysts, SAP customers, SAP partners and a few selected SAP employees, counting totally about 80 people in the worldI ‘ve been awarded the honor to be part of this initiative since 2008 and in practice it gives unprecedented access to SAP.A couple of times pr month we meet online with SAP product management and other key stakeholders to provide our input to new and existing solutions.When new technologies are announced, ad-hoc collaboration groups from the mentors form. This was also the case with google wave.
- In order to understand whyGoogleWave is important, weneed to go back 40 years.BBC startedbroadcasting in colourWoodstockApollo 11 moon landingPhillips Petroleum foundoil in Northsea (just to show thatwest-norwegiansalways bring up oil)But it wasalsowhenelectronicmailwasborn at ARPANET. ARPANET is thepredecessor to internet and wasdeveloped by a part ofthe US defensedepartment.ARPANET provided a resiliantnetworkmodelthatwould be able to resist large parts ofitsbeingunavailable (for example due to nuclearwar)Electronic mailallowedpeople at different host to send messages to eachother, wherethe @ sign separatedtheusername and the host.The standard whichspecifiesthemessage format sent over thenetwork has largelybeenunchangedsinceitsinception (SMTP).So in general e-mail has not changed in 40 yearsThe fewchangesthat have occured have been at theclient side:HTML basedcontentThreadbasedgroupingbasedonsubject as can be seen in GmailFlagging ofe-mail in order to follow upSomething as simple as recalling an e-mail is not part ofany standard and mail servers have implementedincompatiableproprietaryextensions
- Transition to statistics .. My favoritepiechart
- Howmuch is e-mail used by the business?Radicatigroup has done a survey of 110 business users.Foundthat in 2009 34 e-mailsare sent and 74 receivedeachday (ofwhich 18% wasspam).19% oftheirworkday is used for sending and readinge-mails.2009 is the first yearwherethere has beenreduced usage ofe-mail, most likely due to IM replacingshorte-mails.Given these stats thereshould be littledoubtthate-mail is theenterprise’sprimarytool for online communication and collaboration.E-mail is in manywaysseen as themaintask list oftheenterprise, if it is not in theinbox, I am not doing it.Manyusetechniquessuch as GettingThingsDone (GTD) for gettingcontrol over a constantlygrowinginbox
- Letuslook at howe-mailworks and whatthechallengeswiththis is.The design ofe-mailresemblesthetraditional post system. An e-mail is like a letter; it has a recipientwhich is used by to routethemessage and it has contentswhichopenedonce it reachestherecipientIfyou have severalrecipients to an e-mail, thee-mailwithcontents is copied and sent to eachrecipientseparately.Iftherecipientwant to respond, thee-mail is typicallycopied, modified and sent to the original sender. There is no link betweenthise-mail and the original one; onlywhatcan be readoutofthecontents.Becauseofthis, there is no single versionofthetruth for theconversation and this is theroot for most ofthe problems withe-mail.Collaborating on a piece of text - Different versions of the truth cause a high overhead for each iterationAdding new people – People can be added by anyone, but the next e-mail could reverse it. Forwarding e-mail. Etiquette around when to add people like your boss. Also, new people have a tough job understanding what has discussed earlierAttaching files – Files are only available in the e-mail it was sent. All subsequent e-mails have not access it and cause lost time due to searching etc.Multiple conversation branches – Typically use case where 4 questions are asked, but only last one is responded to.Small corrections – High overhead for each mail iteration, means that small corrections, for example in meeting minutes, are not performedEmail to IM to Email – Often a conversation changes to IM due to need for realtime communication. This looses all contextSecurity – Security of e-mails is in general poor. Any technical savvy person can send an e-mail that to most users appear to be from another personAudit trail – How said what is difficult to get based on the last e-mail since there is no one version of the truth and important points may be lostNo business context – Perhaps the most important, there is no relation to business context the e-mail was sent as part of. Which customer, which process. Also any data that are input to the conversation are pulled from business systems and copied to the e-mail
- Google Wave is an online tool for real-time communication and collaboration, which strives to be as good as face-to-face communication.It uses what progress and knowledge we’ve gained in the last 40 years, and applies it to the problem domain e-mail covers. In the same way as e-mail, it is based on a set of well-defined protocols which Google encourages others also to contribute to. (more of that later)A wave is shared. Any participant can reply anywhere in the message, edit the content and add participants at any point in the processA wave is equal parts conversation and document. People can communicate and work together with richly formatted text, photos, videos, maps, and more.A wave is live With live transmission as you type, participants on a wave can have faster conversations, see edits and interact with extensions in real-time.Do live demo of wave after explaining first imageDemonstrate:Offline sendTagsAttach fileMultiple branchesReal-time updateInvite new personsBy design solves most of e-mail’s problemsNo business context – Can, as we will see, be extended to provide business contextHowever, it does create need for new etiquetteCollaborating on a piece of text – same shared view of the conversaitonAdding new people – People are added permanently. New users can through the replay function see step by step the progressAttaching files – Files are added to the wave and available for participantsMultiple conversation branches – Structure allows multiple concurrent conversationsSmall corrections – Anyone can correct the text of others. Collective meeting minutesEmail to IM to Email – Wave provides real-time collaboration. No need to switchSecurity – Security model part of waveAudit trail – Replay of all messagesLive demo (copy paste text)Project Assignment: World Class Shared Services Portal Scope:-Implement alternative channels for enquiriesNot in scope:-Content modifications (line responsibility)Resources:-Product Owner-Scrum master-Web developer
- What is business context?I hadthepleasuretalking to Kaj Van De Looworkingwith IT strategy at SAP, whobrought up the symptom SAP Fortress. About SAP. SAP biggest software company in europe, fourth in the world.Provides business criticalsolution by most large companies in the worldBusiness suite consistsof ERP, CRM, ProductLifecyle Management, SupplyChain Management and SupplierRelationship ManagementEstimatedthatSAP supports 75% of worldwide beer production and 65% of worldwide chocolate productio.SAP fortressrefers to theisolationdifferent parts ofthe IT landscape are in. Both from a organisational and IT technicalaspect. Organisationally in large companies, thedepartmentsworkingwith SAP a separate unit, withlittle or nocommunicationwiththepeoplerunningthe rest of IT. Technically, the SAP fortress talks only to the SAP fortress and does not seethattheinformation is responsible is useful in other settings.If a userwants to correlateinformation from manysources, he has to visiteachfortress in order and puttheinformationtogetherhimself.Most ofthecooperationdonethroughe-mailaredone in relation to a business context SAP knowsabout, butthis link is never made. Customers/suppliers, a certain order, Service OrientedArchitecture is the most importantwayof breaking downthe fortresses and opening up theinformation and processes SAP has responsibility. The hope is thatmashupswillappearthroughoutthecompany landscape. Hopefullythe org. Boundariescanalso be softened.
- SAP has a software strategyreferred to as timeless software. In essence it meansthatdifferentlayersofthearchitectureevolve at different pace and carefulconsideration must be madewhenstructuring software. Taking a business critical system down in order to add or modifyfunctionality is not an option.Betweeneachlayerare ”fire lanes” throughstandardizedinterfaces and protocols.The application server and application container are in thecore and very stable. Processes SAP aregenerallyvery stable, butmodifications and additionsaremadethroughenchancementspackthatrequirenochangeoutsidethislayer.The userexperiencelayer has hadthe most rapid pace ofevolution and newconceptsareconstantlybeingrolledout. The web, Mobile interface, Web2.0… And the latest is GoogleWave. Throughthe 3 buildingblocks; embedding, gadgets and robots; Wavecanprovide a newuserexperience for userimprovingproductivity and quality.
- Most collaboration andcommunicationdone in theenterprise is related to a business object:A customer, a supplier, an order, a project etc.Embedding is all aboutmovingthewave from theGoogleWaveproduct, to theexistingapplicationwherethere is a need for thecollaboration and communication features ofwave. Users do not have to relate to yetanotherapplication for Wave, insteadWavecomes to theapplicationstheyallreadyuseFor example:A wave for eachcustomer in your CRM systemA wave for eachworkflow in yoursystemA wave for eachuser story in theproductbacklogofyourscrumprojectA wave for eachnews item published in yourintranetThe image above shows a waveintegratedinto a SAP NetWeaver Portal, a componentrelesed under an open-sourcelicense, and the same exist for Drupal, Joomla etc.Embedding is waves is very simple and is donethrough HTML and a Javascriptlibrary.There is a limitationthatyoucannotprogramaticallycreatewaves, butthis is verylikely to be removed.
- In essence,thegadgetallowsyou to adaptanyexistingweb-enabledapplication to wave and enablecollaboration.Web-enabledapplicationscan be basedon HTML, Flash, Silverlight etc. or have somewayofinteractingwith a javascriptinterface.Youcanofcoursealsowritenewweb-enabledapplicationsspecifically for wave.The gadgetwilloccupy part of a blip.The waveinteractswiththeuserthrough a userinterfaceIt providesaddedvaluethroughmaintaining a commonstateofthegadget for all users.It alsomaintains a historyofthestate, whichenablesthereplayfunctionality to show all changesWith anygadget, ask yourselfthequestionofwhatvaluewaveprovides in the given scenario.IfWaveprovidesnoaddedvalue, why do it?Examplesofgadgets:VotingInteractiveGoogleMapSWOT analysisRed KPI investigation (SLA+ business analytics)It must be saidthat most oftheexistinggadgetsareverypoor and not relevant in an enterprise settingVideo shows homeloanprocess start at 1:48 show untill 3:00
- Everyone likes robotsRobots areparticipants in thewave in the same way as the human users. For eachupdate in thewave, such as a participanttyping a few letters, an event is created and sent to theparticipants. Wave robots cansubscribe to theevents relevant to their purpose.Basedontheevents and theircontents, the robot communicateswithyourexisting business solutions in order to bring business context to thewave.As a resultthe robot updatesthewave. The updateofthewavemayhappenthroughthecreationof a gadgetwhich it subsequentcanupdatethe status of.For examplethe robot mightreact to an order numberbeingtyped in thewave and thenprovideupdateinformationonthe status ofthat order back to theuser.Exampleof robots:SpellcheckKnowledge base informationCredit check for customerReject order
- A demonstrationofhow a robotcanadd business context to a wave by listening to certainpatterns and talk to business solutions to provide more information.In this demo wave talks to a SAP ERP system aboutthe status of transports, but it may as well be orders, customers etc.
- By simple combination ofembed,gadget and robot wereallycanunleashthebenefitsofGoogleWave.In such a scenario the robot has the overall responsibilityoftheflowoftheapplication, gadgetprovidesuserfriendlyuserinterface and embeddingallowsexistingapplicationknown to user be used.I want to show a demo from Salesforce, a CRM Software as a service solution.
- There are two main archtypes for where the enterprise should use Wave-Structured processes requiring ad-hoc collaboration and communication-Collaboration for distributed teamsCRM – Discuss customers and initiatives together with realtime sales dataPerformance Management – Measuring performance of your company up to your strategic goals. Collaborate on actions given the results of KPIsServicedesk – shown earlier. ITIL incident and problem processesPurchase-to-pay – Problems with invoice received. Collaborate to find root causeProject proposal – Collaborate to find goals, scope and priority of projectResource allocate – Use HR information to give suggestion for resource allocation to projects/task and involve candidates in wave for discussionsIdea development – Crowdsourcing both internally and externally on how you company can improve, new business opportunetiesMeeting minutes – Collective meeting minutes. Making sure that everyone agrees and details are captured
- Wave is not just a googlespecificapplication.It consistofthreecomponent:The productGoogleWave. This is theclient and server applicationGoogleprovides. Googlealsoprovidesreferenceclient and servers for othersimplementtheirproductonThe platformthatcan be extendedthroughtheWave API and consistsofembedding, gadgets and robots we have seenThe WavefederationProtocol (uses XMPP) – is the standard whichdefineshowmessagesareexchangedbetweenclient and server and between servers(in the same way as SMTP is theprotocolbetweene-mail servers)Novell Pulse wasdeveloped in parallell withWave, butnow is a differentproductthatusesthe same protocol.Thereallreadyexist a pythonbasedwave server (PyGoWave).Even thoughGooglemight not gaintraction in theenterprisewiththeirproduct; theprotocol and platformcan be utilized by othervendors
- Standard demingcycle: Plan-do-check-actImage source: Unknown