Avoiding the one-way conversation: from Bell to Metcalfe

Tim Kent, KnowledgePoint Project Manager

How do you launch a service like KnowledgePoint, when so much value is dependent on content developed by users?

And how do you do launch an innovation when you don’t know how its users – the very people who will create the content – will in fact use it?

Two main processes are taking place at the moment that address these questions. Firstly, the KnowledgePoint partners are pursuing early implementation of KnowledgePoint within their own organisations, and secondly we are preparing for extensive piloting to learn more about real-life usage of the system.

Here I expand on these activities with a view to answering these first questions about launch.

Early organisational implementation

KnowledgePoint’s approach since initial prototype development has been ‘test early, test often’. The reason for this has been a deep curiosity about how users will respond – though it does also match responsive approaches to software development. In short, we have been trying not to go too far before testing our thinking partly because it’s good practice -- and partly because we can’t wait to find out!

While our full implementation programme is not due to start for some months, the partners are already keen to begin using KnowledgePoint. There are great benefits to beginning this process early.

It means we can’t hide behind a distant ‘big launch’ date – we have to make sure we are getting things right, right now. And we also begin to set out a repeatable process for implementing KnowledgePoint which we hope will benefit other organisations across the sector.

The first stage we are seeing is to upload past technical enquiry information. This instantly brings high quality content to the site. So simply by beginning this process, new organisational users immediately bring value to the platform.

Many of the partners have begun this process – and in the case of EngineerAid and IRC, they are currently setting about a full-scale transfer. The other partners have equally ambitious programmes in the pipeline.

This is a really great development. It means KnowledgePoint partners are already moving a key business function from operating mostly within their own walls to a strategy of working as a group, sharing information, and pooling resources. We hope to see many other individuals and organisations taking part as we build a fantastic collective resource.

Piloting

The KnowledgePoint platform has so far been developed to the proof-of-concept-level. In this current development phase, it is necessary to ensure that the platform and processes are set for the demanding environments facing humanitarian and development actors.

At the core of this process is a phase of thematic piloting with feedback into process and software development.

Key outcomes of the process are to understand platform successes and failures, to build awareness among partner organisations and communities, and to deliver core system improvements.

The four thematic areas that have been identified as critical to test during the development phase pilot projects include:

(i) availability and usability in low-bandwidth settings;

(ii) provision of TSS where security concerns reduce access by personnel;

(iii) promotion of improved and direct access to expertise for a wide range of local and international stakeholders; and

(iv) rapid response and establishing good practice in an emergency setting in near real time.

We will be using a challenging, peer-reviewed process for developing pilot plans. Issues we will look to address include:

• Does the pilot have potential to scale and be replicated?

• By piloting, what will we know about KnowledgePoint that will help to understand its value to users?

• How will we measure the successes and failures of the KnowledgePoint system within the pilot to assist our learning?

• How will the pilot be conducted to maximise value for money?

• How will we design to minimise the burden of supporting pilot studies for stakeholders engaged in development and humanitarian operations?

Wrapping up…

So to return to the original questions, how do you launch a system based on user-generated content, before you have users and before you have content? And how do you make sure your innovation doesn’t drift away from these prospective users?

In the title, I mention not just Bell but also Metcalfe. Alexander Graham Bell didn’t invent the telephone… he invented two telephones. Sorry, it’s pointing out the obvious, but it does touch on an important principle: when people try to create a network from scratch, there is a danger it can become a one-way conversation.

Robert Metcalfe suggested that the value of a network is proportional to the square of the number using that network. The quantitative part of the equation – the ‘number’ of users – often receives early focus. But equally significant is the qualifier – the number ‘using’ the network. It’s easy to think the value is in member numbers, and then go for the big launch approach. But how are these signed- up users engaging with the platform? What utility are they getting from it? The power, figuratively and mathematically, of the network – it’s value and therefore potential for scalability and sustainability – is as much dependent on this qualitative side, as the quantitative element of user numbers.

For these reasons, we have placed much emphasis on pilots and initial, small-scale implementations so we can test as we go, seeding the site with great content, making sure that we understand what works for users and why, what doesn’t and how it can be improved.

In the next blog, I look forward to giving updates on the areas we have chosen to pilot the platform, and progress in implementing among the partner organisations.