Is Capgemini ready for Enterprise 2.0? An empirical test among the Yammer community

Internet has become interactive, where it was in the beginning a medium for static information display created by specified contributors, it is now a dynamic information space with more than a billion users. Knowledge sharing is an important feature of the internet and to facilitate this, new applications are invented. These interactive applications are called Web 2.0. The Internet made a move from the traditional Web 1.0 to Web 2.0. Capgemini takes close notice of this growth of Web 2.0 applications in the public market and is interested in the benefits of it in corporate use. Web 2.0 applications made for, and used within, companies are called Enterprise 2.0. This resulted in the main research question: “What is the business value of Enterprise 2.0 applications and how can it be measured? ” Web 2.0 is characterized by several principals; The web as a platform, services are provided, not packaged software, with cost-effective scalability, also known as cloud computing; Harnessing collective intelligence, using the wisdom of crowds for knowledge creation; Data is the next Intel Inside, the value of applications is the information they provide and control over unique, hard-tocreate data sources that get richer as more people use them; End of the software release cycle, continuous updating and trusting users for testing and as co-developers; Light weight programming models, lightweight user interfaces, development models and business models; Software above the level of a single device, services are provided and used by multiple computers; Rich user experience, deliver full scale applications and leveraging the long tail through customer self-service. Enterprise 2.0 is characterized by the same principles as Web 2.0. Several functionalities describe the value of these kind of applications; Search, is the ability to find what is looked for; Links, should be used to show what is important and provide structure; Authoring, elicits the contribution of knowledge, insight, experience, a comment, a fact, an edit, a link and so on by users; Tags, allow better categorization of the content; Extensions, provide suggestions using smart algorithms that automated categorizations and pattern matching; Signals, users should be informed when new content of interest appears. A thorough literature analysis on IS Success Models resulted in a synthesised research model. The DeLone and McLean model of IS success is used as a basis; therefore the research model is called a respecification of the D&M IS success model. In Enterprise 2.0 applications participation of users is more important than in traditional 1.0 applications; the research model has therefore an emphasis on Use. The constructs in the model are Information Quality, System Quality, Service Quality, Use, Active Use, Passive Use and Net Benefits. To measure the success of Enterprise 2.0 a cross-sectional survey is executed among 282 randomly picked users of Yammer within Capgemini, an Enterprise 2.0 application which is just introduced. The results are analysed using Spearman’s correlation analysis and reliability is measured with Cronbach’s alpha. The results show that all constructs but one (Service Quality) significant contribute to the Net Benefits and thus Enterprise 2.0 success. Also we found that Active Use is correlated with Information Quality and Passive Use, which indicate that more messages will increase Information Quality and Passive Use. We defined user groups and plotted them in an Activity Chart to find a route to success in which Heavy Passive Users are an important focus group for future success. From the data results we conclude that gaining more followers in Yammer can be obtained by increasing the number of messages posted. This study contributed to a deeper understanding of Enterprise 2.0 success. An Enterprise 2.0 success model is created and empirically tested and revisited. Furthermore a new view on classification of users is invented.