Post on 12-Nov-2014
description
People around the world are frustrated about many issues
The issues that frustrate us cover all aspects of life
On hold for ages
Hospital hygiene
Deforestation
Class sizes
People struggle to get something done about the issues they face
“No one listens”
“Faceless multinationals”
“Only get to vote every five years for change”
Businesses & Government struggle too
“Hard to get our message across”
“We don’t want to lose customers”
“It’s sometimes hard to know what’s really bothering people”
The web has connected us up which has helped with some issues
But we are still often alone when dealing with organisations & trying to change things
When dealing with organisations, it can feel an uneven match
It often requires a huge time consuming effort to get the issue
addressed
What would happen if you could act as a group?
Quiet Riots enables you to do this
Quiet Riots puts two things together
&
Riots describes groups of people who are upset and want change
Quiet indicates the group is well behaved and respectful
Quiet Riots is built to enable people to group up and change things
To do that we’ve looked at why the web is still not that effective for
getting change
There are some areas where the web has been harnessed effectively
Obama’s election campaign
And there are lots of pressure groups and forums that are
effective
Pressure Group websites
Some petitions
Some Facebook Groups
But there’s still lots of things in the world about us where the web isn’t
helping us enough
The internet is effective when it has organising infrastructure to unlock
its potential
Facebook provides infrastructure for you to connect with friends on
the web
LinkedIn provides infrastructure for people to build professional
networks on the web
Dating sites provide the infrastructure for us to date via the
web
The internet is missing several pieces of infrastructure to really
unlock our ability to change things
Four missing pieces of infrastructure
An issues databasePeople with the same issue can’t find each other &
group up
Decision-maker hierarchies and responsePeople don’t know who is in charge & can’t converse
Tools to enable changeIneffective toolkit for a group to get something done
Volunteer tasksVolunteer energy not harnessed
Quiet Riots provides these pieces of infrastructure on its platform
* Yes, this is a scary image. We don’t look like this.
Missing Infrastructure 1:Issues Database
Parking tickets School admissions
At the moment, it’s hard for people who share an issue to find one another
For example, people with an issue with overaggressive parking ticketing go to
different places online & miss each other
People with an issue with school admission policies struggle to find each
other too
And customers of Ryanair across Europe who are upset about all the extra charges can’t find each other
Quiet Riots organises issues so that people can find each other
Two things that make the issues database possible
80/20 rule
Also known as (synonyms)
The 80:20 rule means the most common issues can quickly be
identified for each category
Issues Top 20% Next 30% Bottom 50%
Airlines • Lost luggage• Hidden charges
• In-flight entertainment• Confusing website
• Staff uniforms• Seat belts
Council • Parking fines• Rubbish collection
• Noisy neighbours• Dog waste
• Park opening hours• Bad logo
People
Issues
20% of the issues affect 80% of the people
Also known as synonyms help people who share the same issue find
each other
Missing Bags
Lost Luggage
Lost Bags
all lead to the same Lost Luggage Quiet Riot
The issues database unlocks numerous benefits
People can cluster around issues
Organisations can be compared
Concise summaries for decision-makers
Aggregrate people across geographies
Missing Infrastructure 2:Organisation hierarchy & response
How people are interacting
with organisations today
Quiet Riots reflects organisation hierarchy
Purpose built for organisations to engage
People are increasingly using social media to engage with organisations
Twitterers get responses from Dell
Facebookers get coupons from L’Oreal
CEOs have blogs
People also talk and sometimes engage with organisations at review
and customer support websites
People have set up sites to campaign about specific organisations
Most of these sites are not purpose-built for the Organisation to engage
effectively
People need help identifying the senior decision-makers and communicating with them
Jane RichardsBranch ManagerAbbey Winchester
Jose OrtarioManaging DirectorSantander UK
Emilio BotinChairmanGrupo Santander, Spain
People also need help communicating with the companies that own the organisation they’re
dealing with and are often in another country
owned by
The people at the top of an organisation generally want to help
People and organisations have inadequate infrastructure today to
enable this communication
Quiet Riots provides this missing infrastructure
Platform includes:
Letter to the Organisation
Announcements
Responses
Quiet Riots enables you to group up and add yourself to an Open letter
to the Organisation
The Letter succinctly communicates the key issues the group has
The Letter also includes comparisons with other organisations
Quiet Rioters decide how they want to deliver the Letter to the
Organisation
Quiet Rioters in the ‘Get attention’ section of share your experience to discuss and decide
how they want to deliver it.
Different delivery methods for different organisations and issues
Because the Letter is sitting on the web, it’s easy for everyone to see including
employees of the organisation
Every Organisation will not be checking Quiet Riots every day
But in larger organisations it’s likely that some employees will check it out even if
only for fun
Organisations have a dashboard to respond to Quiet Rioters
An Organisation can make an Announcement to all Quiet Rioters
An Organisation can respond to your experience
You are sent an email notification when the Organisation responds
An Organisation accesses their dashboard via a verification
process
Company account verified by email
Within 24 hours
The Administrator is then granted access to the Organisation Dashboard
All Organisations get a certain volume of responses and
announcements per month for free
Organisations get value from Quiet Riots and we want to capture some of that to pay for
the service
We are working with Organisations to determine the best pricing approach
Missing Infrastructure 3:Tools for change
Change is a process
Tools are needed to support these steps
Quiet Riots starts with tools to share:Experiences
Quick Tips
Suggestions to get attention
Proposals
There is no shared understanding of how change happens
Quiet Riots is built on a change process that is a blend of various
existing models
Burning Platform
Engage
Vary
The need to jump from the current
situation
Relevant parties
all engage
Ideas & proposals generated
A decision is made and
implemented
Select
Quiet Riots’ initial tools enable communication at each step
Burning Platform
Engage
Vary Select
Share your experience is an opportunity to get it off your chest
Read other people’s experiences
Get comments on your own
Get a response from the organisation
Tips is a source of great advice from other Quiet Rioters
Many people have tips they want to share with others
Get attention is where Quiet Rioters are creative about ways to engage
the decision makers
A Quiet Rioter offers to dress up as a chicken outside an Organisations’ offices to get noticed and broadcast it live
Another Quiet Rioter creates a Powerpoint presentation as a way to get the message across
Proposal is where your ideas are shared and debated
Who’s for? & Who’s against?
Organisations can participate
User ratings
Profile allows you to see what others are Quiet Rioting about
Send a message enables you to connect up with others that share
your issue
Follow another user to keep up to date with their Quiet Rioting
Comment on people’s experiences, tips and thoughts
You are sent an email notification when someone comments on your experience
There are many participants in change
Pressure Groups
Celebrities
Bloggers
Regulators
Politicians
Journalists
and more
Quiet Riots is a place for all these participants
Over time, we plan to build tools tailored to the needs of each of these
Even now, all are able to participate
Missing Infrastructure 4:Volunteer tools
People have passions
90:9:1
Social Production
Wikipedia
Quiet Riots touches subjects people are passionate about which means people volunteer their time
90-9-1 describes differing levels of contribution in online communities
90% of participants consume 9% contribute
1% do most of the work
Consume
Contribute
Lots of the work
Volunteers come from the 9% & 1% that contribute and do lots of the
work
Volunteers
Consume
Contribute
Lots of the work
Wikipedia has been built by volunteer contributors &
administrators
Facebook has been translated into multiple languages by an
army of volunteers
Making the tasks for volunteers small and modular is key
Yochai Benkler describes how
Wikipedia makes it quick & easy for someone to
engage in “social production”
Quiet Riots has started with a few modular tasks with many more
needed
Tweet processing
Add organisations & decision makers
Add Quiet Riots
Translate
Volunteers process Tweets to recommend Quiet Riots to Twitterers
Tweet processing by the volunteer triggers a response recommending
a Quiet Riots
Some Quiet Rioters volunteer their time to build & maintain the issues
databaseIt’s both an art and a science defining issues
Issues need to be instantly recognisable
Issues need to be defined so they are not too small and not too big
Industry experts are a good source of top issues
Time to catch your breath.
We’ve now covered the four pieces of missing infrastructure that Quiet
Riots provides
Now let’s look at how people get started using Quiet Riots
The initial energy for change does not come from those that are happy
& content
The energy for change comes from when you are unhappy about
something
With Quiet Riots you can start getting something done about it
without much effort
Tweet about it
Visit quietriots.com
Other ways coming soon:via Facebook
via iPhone
via text message (maybe)
Add #quietriots or @quietriots to your Tweet and we’ll send a link to a
relevant Quiet Riot if we have one
#quietriots
@quietriots
Visit www.quietriots.com
Local domains coming before too long
Start with Share your experience.It is cathartic for a lot of people
Share positive experiences as well because it’s not all bad
Once you’ve shared your experience, you are guided towards
constructive next steps
Letter to the Organisation
Read Quick Tips
Share ideas & proposals
Suggestions to get attention
Comment
Now that’s covered, there are a few remaining questions answered next
Now we’ve said what we’re all about what else do you want to know?
Who’s the team?
How is it funded?
How are you different to Get Satisfaction?
How does Quiet Riots manage its communities?
What are future developments
What is the rollout plan?
Who is the team behind Quiet Riots?
The team consists of:
A small full-time team
A growing team of volunteers doing specific tasks:
Populating databases
Translating
Processing Tweets
There is a small full-time team mostly based in London made up of
multiple nationalities
Simon DarlingCEO & Founder Previously:
VP Marketing at Skype
Marketing Director eBay UK
Founder & Director, Fonepark
Finance & Marketing Manager, Unilever
Tom Valentine(yes, a Darling and a Valentine are working together)
Product and Community
Quiet Riots TeamCiaran KellyTechnical Project Manager
Marcela Machuca Interaction Designer
Erlend KjellstadFinance, Legal & HR
John PollockContent & Design
We each have our own set of Quiet Riots
Simon’s Quiet Riots include:
• Out of date teaching methods
• No one takes responsibility at Sky
• Annoying automated voice at Orange
We’re hiringHiring a great tech team is hard.
If you know of great developers who’d like to work with us, put them in contact
Our platform is built in Ruby on Rails
Based in office in Richmond, London, UK
jobs@quietriots.com
How is Quiet Riots funded?
Quiet Riots has been self-funded to date and is now raising money
It’s been funded to date by Simon Darling
Quiet Riots is now raising money
In an ideal world, Quiet Riots would be crowdfunded
We need to be publicly listed for that so that’s not an option yet
Some people ask “How does Quiet Riots differ from Get Satisfaction?”
We are complementary to Get SatisfactionGet Satisfaction is an online service where people get support from a community
of users and employees www.getsatisfaction.com
The purpose of Quiet Riots is a bit different to this. Quiet Riots is focused on enabling change.
We are similar in the way that both services enable users to help each other and for organisations to engage with them
Where we differ is:
Quiet Riots groups people up around issues that flow across organisations.
We compare organisations by issue.
We have a focus on getting the attention of the organisation through mechanisms like the Letter.
We both address long-term issues that people have but Quiet Riots has more focus on this including political issues.
How does Quiet Riots manage its communities?
PoliciesNo hatred, abuse and other obvious things
CultureEncourage & reward good behaviour
ToolsReport this, Ratings
Quiet Riots is a Prototype. Not everything is perfect
This means that everything isn’t perfect and we’re working on improving it
We wanted to get launched so we could learn as quickly as possible with real users
We are investing in building our databases and in improving our
search engine
Search is key to finding the issue and the organisation that matters to you
We have a very basic search engine at present.
It will get better.
Many things are planned for the future including an iPhone App, a Facebook
App & we will open up an API
It’s not all about online. We plan to have Events, Awards and even a TV show.
They all have their part to play in getting change to happen
Consumer Affairs
Celebrity Campaigning
Humour
+
+ Online Community
Possible TV FormatUK example
www.quietriots.com
+
+
We’re testing at launch international categories
& country-specific ones
International Airlines, Environment
Country-specific (UK test market)
Banks, Utilities, Hospitals, Schools, Councils
We have built the platform to be global because issues cross
borders
If you’d like to help the rollout of Quiet Riots, please contact us
Now that Quiet Riots has launched our priority is to spread the word,
get people Quiet Rioting and continually evolve the service
Because we’ve just started we can’t claim to have initiated any
successful change in the world yet
Every click and every action adds up to something getting done
Updates are sent when significant change has been achieved
That’s been a lot of slides.What next?
If you’ve made it this far, watch this 5 minute video on YouTube to really
get fired upNetwork (1976)
http://www.youtube.com/watch?v=dib2-HBsF08
Thank you very much for your time
Please join in. Tell others.
Give us your feedback
Contact us at www.quietriots.com
or send an email tofeedback@quietriots.com