The Human Powered Enterprise
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Transcript of The Human Powered Enterprise
Social Media New media for communicating and a new contact channel
Agenda � The Robotic Elephant in the Room
� The Service Desk
� The Collaborative Enterprise
� The Knowledge Worker
� The Knowledge Generating Consumer
#HDIForums @servicesphere
Digital Literacy
Knowledge Work
Enterprise Collaboration
Knowledge Consumption
IT Service Desk
#HDIForums @servicesphere
The Robotic Elephant In The Room
Devices
� Mobile Phones
� Tablets
� Internet of Things
� Quantified Self Sensors
Applications
� Social Network Apps
� Location Based Apps
� Medical
Augmented Knowledge Transfer.
� Data Traffic
� Location
� Pattern Recognition
� Sentiment
� Biological
Data
#HDIForums @servicesphere
You’re Just Not Yourself • You are augmented online
• You are augmented with technology offline.
• This makes you less HUMAN in the real world, and UNHUMAN in the virtual world.
Would you tweet your mother with that fingers? #HDIForums @servicesphere
Social Media The Service Desk
#HDIForums @servicesphere
Gartner’s Ideas � Social
� Mobile
� Value
#HDIForums @servicesphere It Must Be True, An Industry Analyst Said It.
#HDIForums @servicesphere
Support Today Support Is
� Authenticity
� Collaborative
� Commercial
� Experiential
� Instant
� Alternatives
� Trusted
� Hyper Local
� Frictionless
� Praise & Feedback
Support Isn’t
� Metrics
� Methods
� Frameworks
� Answers
� Tools
� Problems
� Incidents
� Permissions
#HDIForums @servicesphere
Consumer Tools
#HDIForums @servicesphere
Social Media Plan
You
Industry
Organization
Help Desk
Customer
Amplification Maturity
Exec Peers Global IT Enterprise Locations
Maturity
@servicesphere #LCOSummit
Facebook � Employee to Employee
� Facebook Pages
� Facebook Commercial Solutions
� Facebook Custom Development Solutions (FBML)
� Facebook Groups
� Events that effect users.
#HDIForums @servicesphere
Twitter � Feedback
� Outages
� Innovation (listening)
� SMS Backbone
� Push Messages e.g. follow ‘helpdesk' to 40404
#HDIForums @servicesphere
Foursquare � Location based Knowledge
� Tips/Tricks/FAQ’s based on geofencing.
� Photos of common objects people might be looking for specific areas.
#HDIForums @servicesphere
LinkedIn � Company Page
� Company Employee Group
� Company Product Group
� Company Alumni Group
� Events for the organization
#HDIForums @servicesphere
Multimedia YouTube
� FAQ’s
� Unboxing Videos
� Tutorials
� Staff introductions
� Embeddable code and links to social network.
SoundCloud
� Short audio messages and updates.
� Collaborative audio knowledge
� Best practice or educational lessons.
� Embeddable code and links to social network.
#HDIForums @servicesphere
Blogging & More Blog
� Blogging � Help Desk Knowledge
Highlights
� Help Desk Staff Highlights
� Tumblr � Group updates on projects,
integration into audio, video, text and other systems.
Google Plus
� Help Desk page for tagging and supporting users.
� Alerts and updates
� Group administration
� Event listings for changes and non critical updates.
#HDIForums @servicesphere
More & More Pinterest
� Service Request Catalog
� Service Pipeline Testing
� Crowd sourced Opinion on changes to systems or UI’s.
Other � Contxts
� SMS contact information for the Desk
� Social Sharing � Buttons on knowledge, self service,
incidents
� Social Login � Janrain
� Viddy � 15 Second FAQ
� SlideShare � Presentations from the support desk.
� Embeddable code and links to social network.
#HDIForums @servicesphere
A Channel (LINE UP) For Communication
#HDIForums @servicesphere
Social Media The Collaborative Enterprise
#HDIForums @servicesphere
ITSM Traditional Tools
� Most vendors have twitter integrations
� Zero vendors have Facebook Integration
� Some vendors have Activity Streams
� Limited number with Mobility features
� None have an Open Self Service
� Profile Services Missing From All
� Quantified Work Metrics Absent
#HDIForums @servicesphere
Next Generation Tools
#HDIForums @servicesphere
Social ITSM Requirements � Profiles
� Streams
� Open Self Service (OSS)
� Comments
� Mobility (Not MOBILE)
� Location(Contextual)
#HDIForums @servicesphere
Social ITSM Requirement Examples
CollaborationCollaboration
#HDIForums @servicesphere
Social Media The Knowledge Worker
#HDIForums @servicesphere
Skills Knowledge Work 2003
1. Email
2. Survey
3. Software Based
4. Document Based
5. Team Player
6. File Retrieval
7. Relevance
8. Soft Skills EQ
9. Out Sourcing / In Sourcing
10. Tasks
Knowledge Work 2013 1. Work Narration
2. Experience Mapping
3. Channel Based
4. Link Based
5. Network Player
6. Knowledge Locker
7. Context
8. Trust / Authenticity
9. Personal Sourcing / Mall Sourcing
10. Micro-Tasks
#HDIForums @servicesphere
Skills
Working Out LoudWorking Out Loudvia @TheBrycesWritevia @TheBrycesWrite
Community Management
IT Support
Customer Support
Enterprise Collaboration
Via Oscar Berg @oscarberg
#HDIForums @servicesphere
Tools For You For Robots For Others
#HDIForums @servicesphere
Work Flow
Trusted Source Engines Knowledge Lockers Trusted Source #HDIForums @servicesphere
Metrics Metrics 2003
1. Annual Review
2. Resolution Management
3. Projects on Time / Budget
4. Date, Time, Volume based
5. Peer Feedback
6. Knowledge Recorded
7. Leadership
Metrics 2013
1. Real Time & Mobile
2. Opportunity Management
3. Ideas on Innovation / Creativity
4. Value based
5. Sentiment Analysis
6. Knowledge Shared
7. Amplification
#HDIForums @servicesphere
Metrics
Saba
Personal
Com
mun
al
#HDIForums @servicesphere
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#HDIForums @servicesphere
Knowledge Worker Consumer Social
TIPS, TRICKS and CHRIS PRACTICES ifttt workflow enabled
#HDIForums @servicesphere
Knowledge Worker Consumer Social
� Turn on Subscriptions
� Tune into Friends
� Learn your permissions
� Lists (Really close friends)
� Interest Lists (News and Information)
� RSVP Events / Create Events / Search Events
� Enhanced Layout � Organizations
� Volunteer
� Projects
� Skills
� Publications
#HDIForums @servicesphere
Knowledge Worker Consumer Social
� Multiple Accounts (focus on your audience)
� Use Lists
� UNDER FOLLOW
Google Plus
� Google Events
� Dialog from other social channels. E.g., start a conversation on a topic from twitter/LinkedIn.
� Tagging people, places and things.
� Sharing up and downstream with circles.
� Public links to opinion
#HDIForums @servicesphere
Knowledge Worker Consumer Social
� Customer Success Boards
� Tech Idea Boards
� To Read / Watch Boards
� Video to Watch boards
Multimedia
� SoundCloud to listen and share media offline.
� YouTube “Playlists” for video categorization.
#HDIForums @servicesphere
Knowledge Worker Consumer Social
Offline � Instapaper
� Save and Share articles offline
� Pocket � Save and Share articles and
multimedia.
� Flipboard / Pulse Reader
� Evernote � Evernote Email Address for
Newsletters, articles offline and work to process.
� Evernote Sharing of Notes publically
� Evernote note merge. � Evernote hash tag research
Books
� Kindle Reader � Turn on “Show everyone's
highlights” � Share passages to other
social networks � Save highlights to evernote
from web page with clipper. � PDF reader and distribution.
� iBooks � PDF reading and distribution
� Audible � Offline listening
#HDIForums @servicesphere
Knowledge Worker Consumer Social
Other
� Skitch � Annotate and share images
to social networks, evernote and privately.
� Slideshare � Share your knowledge and
get feedback.
Other
� Reputation/Measure � TrustCloud, Klout, Peer
Index, Kred, LinkedIn, Google page Rank, Facebook insights, LinkedIn stats
� Home Page � Flavors.me / About.me
� Google.com/dashboard
� Quora � Crowd sourced Questions
#HDIForums @servicesphere
Social Media The Knowledge Generating Consumer
(The Future of Work)
#HDIForums @servicesphere
Datasexual Quantified Self
1. Mobile Phone
2. Wearable Sensors
3. Calm Technology
4. DNA Manipulation
5. Quantum Computing
Platforms
1. Big Data
2. Little Data
3. Experiential Data
4. Atomic Data
5. Cosmic Data
#HDIForums @servicesphere
Sensors
33
*GeoLoqi*GeoLoqi
#HDIForums @servicesphere
2010’s 2020’s 2030’s
Sensors
#HDIForums @servicesphere
Metrics
Behold I send you out as sheep amidst the wolves. #HDIForums @servicesphere
@ s e r v i c e s p h e r e
c h r i s . d a n c y @ s e r v i c e s p h e r e . c o m
CHR IS DANCY