Abstract:
1. E 2.0: theoretical background
1.1. Web 2.0
1.2. Enterprise 2.0
1.3. Informal network and social media as its extension (possible use cases with benefits for companies)
1.3.1. Shared knowledge management
1.3.2. Drivers / roadblocks to contribution
1.3.3. Cultural change with E2.0: risks and constraints
2. Use case description: Support 2.0
2.1. UBK, G40/PJ-SPK
2.2. E2.0 @Bosch
2.2.1. Social Business Principles
2.2.2. Key Application Areas
2.2.3. Roles
2.2.4. Community Lifecycle
2.3. Support 2.0 initiative: CPAT @Support
3. Use case Analysis
3.1. Community Managers and Key Players survey
3.2. Concrete measures on
3.2.1. How to create engagement
3.2.2. How to train Community Managers
3.2.3. How to form and structure a working community
4. Conclusions
