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CBW-2 Collaboration Case Studies Gilbane San Francisco Field Service Wiki Ken Herron Vice President of Interactive Strategies Realogy Franchise Group April 12, 2007

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Before We Start, Who is Realogy? CBW-2 | Field Service Wiki | Ken Herron | 04.12.07 Venture Partner:

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Opportunity <ul><li>Help 125 field service consultants around the world better support their customers </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Opportunity <ul><li>Enable these consultants to share their best practices with each other – within and across competitive brands </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Opportunity <ul><li>Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!] </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Opportunity <ul><li>Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Opportunity <ul><li>Communicate the value of having field service consultants log-on and try the wiki </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Opportunity <ul><li>Communicate the value of having field service consultants use, and continue to use the wiki </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Help 125 field service consultants around the world better support their customers </li></ul><ul><li>Research/review different collaboration modalities – decide to use an on-line tool </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Enable these consultants to share their best practices with each other – within and across competitive brands </li></ul><ul><li>Research/Review current on-line tools – decide to use a wiki </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!] </li></ul><ul><li>Research/review different wiki vendors – decide to use GroveSite </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate </li></ul><ul><li>Individually communicate the wiki’s benefits to each brand, and allow each brand to have a “wiki within a wiki” </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Communicate the value of having field service consultants log-on and try the wiki </li></ul><ul><li>Get the natural leaders and early adopters in each brand to use the site, seeding it with content </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Approach <ul><li>Communicate the value of having field service consultants use, and continue to use the wiki </li></ul><ul><li>Use recognition to publicize the most valuable content </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Why We Are Doing It <ul><li>To increase our customers’ revenues, and in turn, Realogy’s brands’ revenues </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Benefits <ul><li>Consultants leveraging each other’s strengths </li></ul><ul><li>Creation of a knowledge management repository </li></ul><ul><li>Creation of a community across culture, language, and geography </li></ul><ul><li>Minimal training or tech support </li></ul><ul><li>Ease, control, and insight </li></ul><ul><li>Minimal cost </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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Lessons Learned <ul><li>It’s not about the technology… </li></ul><ul><li>Keep out the “tourists” </li></ul><ul><li>Recognize, recognize, recognize </li></ul><ul><li>Tier the roll out </li></ul><ul><li>Seed your content </li></ul><ul><li>Let everyone have their own space </li></ul><ul><li>Exploit “visual fatigue” </li></ul>CBW-2 | Field Service Wiki | Ken Herron | 04.12.07

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CBW-2 | Field Service Wiki | Ken Herron | 04.12.07