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Pieter Hoekstra

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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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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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* 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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“Everybody gets so much

information all day long that

they lose their common sense.”

Gertrude Stein 1946

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How social can you be, if you

are distracted from reality?

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* Restaurant

* Hotel

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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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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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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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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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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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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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“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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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.

itSMF BELGIUM

*So please do not follow me,

give feedback and move on!

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