What makes Social Media and ITIL Fake?
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itSMF BELGIUM
Pieter Hoekstra
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itSMF BELGIUM
What is the Impact of Social Media on Service Management today?
What are the leading companies doing in terms of ‘social responsibility’ in the work place?
* Can organisations be both ‘social’ and profitable?
* Can organisations afford not to be social?
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Certified Uncomfortablist
Twitter: @pietercu
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* System Thinking
* What do we share?
* Narcissism
* What is the Truth?
* what makes/breaks real customers?
* What is a better way to respond on messages/events?
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itSMF BELGIUM
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itSMF BELGIUM
1. How social can you be, if you are
distracted from reality?
2. Most of people do something, to
share that did something, even is
not contributing at all.
3. If a Good or Best Practice becomes
a standard, it will easily kill
fexibility and creativity.
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itSMF BELGIUM
* Systems Thinking: Putting pieces together and seeing the wholes.
* In The Fifth Discipline: The Art and Practice of the Learning Organization, Peter Senge defines a learning organization as: "An organization that is continually expanding its capacity to create its future."
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itSMF BELGIUM
“Everybody gets so much
information all day long that
they lose their common sense.”
Gertrude Stein 1946
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itSMF BELGIUM
How social can you be, if you
are distracted from reality?
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* Restaurant
* Hotel
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itSMF BELGIUM
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* I ordered a mobile phone
* One call
* One appointment
* One email
* One track and trace link
* And clear instructions
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itSMF BELGIUM
As promised
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* Minimizing process steps
* Minimizing contact points
* Minimizing contact time
* Minimizing Risks
* And ……wiping out relations
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itSMF BELGIUM
Narcissism is on the rise
the heavier social media usage, look
at me.
Even the word ‘selfie’ and what it
stands for has a rather narcissistic
implication, don’t you think?
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itSMF BELGIUM
Sender A Message Receiver
Context
Channel
Feedback
Basic model of Communication
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*How am I doing?
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* Twitter story 12 years old girl
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itSMF BELGIUM
In our history the Truth evolves:
The Truth as a Belief
The Truth as Knowlegde
The Truth as a construction/communication plan
The Truth as a commercial product
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itSMF BELGIUM
In our history the Truth evolves:
The Truth as a Belief
The Truth as Knowlegde
The Truth as a construction/communication plan
The Truth as a commercial product
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Internal Representation
State
Physiology
External Event
Filters
Behaviour
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itSMF BELGIUM
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“over 200 e-mails per day and always long days?”
“Too much work? Oh, noo
It does not exist 1. The problem is not there
“Oh, it is just temporary, And I am used to it.
“We all have so much e-mail, it does make sense to
do something about it.” “I know, I know, but ... I can´t.
I can not do it 4. I am not capable in solving this problem.
It can not be changed 3. This problem can not be solved.
It does not mean anything 2. The problem is not serious
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A Mirror for Nacissists
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* Thinking Fast and Slow
* Our Consious system and
* Our Unconsious system
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* altruism
* Empathy
* Meaningful
* Humanness in Organisations
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Organize your service, your way of making the difference
* Be more Human as your competitor
* Be more Transparant: Let your client pay for Flexability and let them enjoy your standard service.
* Take care for your client
* Take care for your Profit/Loss
* Take care for your company P/L
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itSMF BELGIUM
1. How social can you be, if you are
distracted from reality?
2. Most of people do something, only
to show that did something, even
is not contributing at all.
3. If a Good or best practice becomes
a standard, it will easily kill
fexibility and creativity.
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itSMF BELGIUM
*So please do not follow me,
give feedback and move on!
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