"The War of the Worlds" - Sites and Operational Systems in Organizations

Recently, we have witnessed the establishment of many sites in the organization that are different from those we were accustomed to. If, in the past, sites described the purpose of the units and began with a few announcements and greetings, today's emerging sites are work sites designed to assist employees in performing routine work processes. These sites can create confusion. Are they a replacement for operational systems? And if not, are they a temporary solution for needs that have not yet been implemented in an operational system? Do they compete with information systems? What is their reason for existence?

Clarification: For convenience, the word "sites" includes sites, portals, communities, and workspaces.

Site as a Context-Dependent Solution

Sites, portals, communities, and workspaces are all similar solutions designed to provide an additional layer to operational systems but not a replacement for them or a threat to their existence.

Let us explain: Sites are primarily a framework that allows the presentation of data, information, and knowledge in a context-dependent manner alongside local knowledge banks. Most data and information already exist in various systems, but users do not use these systems sufficiently. Not because they don't provide the right answer, not because they don't provide an accurate response. Because many processes require accessing too many systems/menus/documents to get the answer on the one hand, and because the complementary knowledge (tips, similar examples, insights) is not managed anywhere except in the employees' minds, on the other hand. The purpose of the sites is to centralize data, information, and knowledge in a context-dependent manner. That is, to "package" segments from the systems, along with relevant information and knowledge segments, and present them together according to the topic/process.

For example, let's say we are preparing a site for an operation planning process (most sites include more than one process). On the main page, we will include the following:

1. Operation details window from the operational system;

2. Window of specific procedures related to operations;

3. Window of tips and lessons from past operations;

4. Window of examples of interesting operations.

The wisdom of the site is linked not just to these information sources but also to how they are connected. For instance, if we allowed access to all procedures without breaking them down into specific processes, the likelihood of using a procedure during work would be quite low. The same applies to lessons learned. People are busy with their work and do not have time to access all sources of information/procedures/tips. The very breakdown of these sources into components and reconnecting them in a process/topic-dependent manner is the core of effective knowledge management and the essence of the site/portal/community/workspace that makes the difference.

And why do sites include local knowledge banks? Many knowledge items remained in people's minds until today or were stored in personal/local files and were not managed in an organized manner. With establishing sites, we seek to add these alongside the data and information that are managed but not sufficiently accessible and create an integrated solution.

Site as a PULL Medium

To a considerable extent, a site is a partial replacement for email. Only partial since there is no substitute for interpersonal communication between employees. However, email works on the PUSH concept (the employee must "push" a message to read it, which is an active action we don't always do). This concept is good when it is focused. When it is too broad, and the sea of mail arriving at the employee is too much to contain, they filter the mail as much as possible and ignore a lot of information that might have been important.

The site replaces email in two main areas:

1. Sharing knowledge in a group instead of 1:1. The very discourse in a group expands the circle of partners and, at the same time, preserves the knowledge transferred in this framework, which can be retrieved in the future as part of searching for information on the same topic (context-dependent). In email, each message is passed to one person and has a short life. True, it can be forwarded to a group, but in any case, the knowledge does not become an accessible source for future searches.

2. We send messages, documents, and more to groups of employees through email. The notification is not necessarily urgent, and the employee is exposed to it when we ask to publish (and they open the mailbox) and not necessarily when it is important for them to inquire about the topic/know about it. Concentrating messages on the site allows users to consume information and knowledge when needed.

Site as a Solution, Including Refinement and Grading

One of the important aspects of content delivery is how it is presented. The site is wise in presenting processed information and not necessarily raw information. Even the presentation of raw information, if it exists, is only in gradual Zoom-In. Imagine if a user searches on Google and immediately receives all documents and results, one after another. The user cannot find their way in the jumble of information and information overflow and will not use it effectively. The problem of information overflow is almost as severe as the problem of lack of information, as their results are similar. A site allows its users graded access to information and presentation of aggregate information, with the option to enter step by step into detailed information. This need is important for employees, even more so for managers, who often want to see only the summary picture of the world.

The Bottom Line

A site is not a solution for every need, but it serves as a layer that provides added value and a leap forward for employees. Always? Not necessarily. Only if we establish sites for the right needs and according to the defined rules.

In any case, Sites are not competition for operational information systems! They are just an addition that allows, among other things, better utilization of these systems.

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