About Quiet Riots V11 Slideshare

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People around the world are frustrated about many issues

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Transcript of About Quiet Riots V11 Slideshare

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People around the world are frustrated about many issues

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The issues that frustrate us cover all aspects of life

On hold for ages

Hospital hygiene

Deforestation

Class sizes

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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”

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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”

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The web has connected us up which has helped with some issues

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But we are still often alone when dealing with organisations & trying to change things

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When dealing with organisations, it can feel an uneven match

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It often requires a huge time consuming effort to get the issue

addressed

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What would happen if you could act as a group?

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Quiet Riots enables you to do this

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Quiet Riots puts two things together

&

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Riots describes groups of people who are upset and want change

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Quiet indicates the group is well behaved and respectful

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Quiet Riots is built to enable people to group up and change things

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To do that we’ve looked at why the web is still not that effective for

getting change

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There are some areas where the web has been harnessed effectively

Obama’s election campaign

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And there are lots of pressure groups and forums that are

effective

Pressure Group websites

Some petitions

Some Facebook Groups

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But there’s still lots of things in the world about us where the web isn’t

helping us enough

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The internet is effective when it has organising infrastructure to unlock

its potential

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Facebook provides infrastructure for you to connect with friends on

the web

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LinkedIn provides infrastructure for people to build professional

networks on the web

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Dating sites provide the infrastructure for us to date via the

web

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The internet is missing several pieces of infrastructure to really

unlock our ability to change things

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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

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Quiet Riots provides these pieces of infrastructure on its platform

* Yes, this is a scary image. We don’t look like this.

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Missing Infrastructure 1:Issues Database

Parking tickets School admissions

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At the moment, it’s hard for people who share an issue to find one another

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For example, people with an issue with overaggressive parking ticketing go to

different places online & miss each other

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People with an issue with school admission policies struggle to find each

other too

Email

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And customers of Ryanair across Europe who are upset about all the extra charges can’t find each other

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Quiet Riots organises issues so that people can find each other

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Two things that make the issues database possible

80/20 rule

Also known as (synonyms)

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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

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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

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The issues database unlocks numerous benefits

People can cluster around issues

Organisations can be compared

Concise summaries for decision-makers

Aggregrate people across geographies

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Missing Infrastructure 2:Organisation hierarchy & response

How people are interacting

with organisations today

Quiet Riots reflects organisation hierarchy

Purpose built for organisations to engage

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People are increasingly using social media to engage with organisations

Twitterers get responses from Dell

Facebookers get coupons from L’Oreal

CEOs have blogs

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People also talk and sometimes engage with organisations at review

and customer support websites

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People have set up sites to campaign about specific organisations

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Most of these sites are not purpose-built for the Organisation to engage

effectively

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People need help identifying the senior decision-makers and communicating with them

Jane RichardsBranch ManagerAbbey Winchester

Jose OrtarioManaging DirectorSantander UK

Emilio BotinChairmanGrupo Santander, Spain

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People also need help communicating with the companies that own the organisation they’re

dealing with and are often in another country

owned by

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The people at the top of an organisation generally want to help

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People and organisations have inadequate infrastructure today to

enable this communication

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Quiet Riots provides this missing infrastructure

Platform includes:

Letter to the Organisation

Announcements

Responses

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Quiet Riots enables you to group up and add yourself to an Open letter

to the Organisation

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The Letter succinctly communicates the key issues the group has

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The Letter also includes comparisons with other organisations

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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

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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

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Organisations have a dashboard to respond to Quiet Rioters

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An Organisation can make an Announcement to all Quiet Rioters

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An Organisation can respond to your experience

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You are sent an email notification when the Organisation responds

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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

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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

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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

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There is no shared understanding of how change happens

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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

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Quiet Riots’ initial tools enable communication at each step

Burning Platform

Engage

Vary Select

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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

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Tips is a source of great advice from other Quiet Rioters

Many people have tips they want to share with others

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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

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Proposal is where your ideas are shared and debated

Who’s for? & Who’s against?

Organisations can participate

User ratings

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Profile allows you to see what others are Quiet Rioting about

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Send a message enables you to connect up with others that share

your issue

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Follow another user to keep up to date with their Quiet Rioting

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Comment on people’s experiences, tips and thoughts

You are sent an email notification when someone comments on your experience

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There are many participants in change

Pressure Groups

Celebrities

Bloggers

Regulators

Politicians

Journalists

and more

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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

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Missing Infrastructure 4:Volunteer tools

People have passions

90:9:1

Social Production

Wikipedia

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Quiet Riots touches subjects people are passionate about which means people volunteer their time

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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

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Volunteers come from the 9% & 1% that contribute and do lots of the

work

Volunteers

Consume

Contribute

Lots of the work

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Wikipedia has been built by volunteer contributors &

administrators

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Facebook has been translated into multiple languages by an

army of volunteers

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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”

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Quiet Riots has started with a few modular tasks with many more

needed

Tweet processing

Add organisations & decision makers

Add Quiet Riots

Translate

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Volunteers process Tweets to recommend Quiet Riots to Twitterers

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Tweet processing by the volunteer triggers a response recommending

a Quiet Riots

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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

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Time to catch your breath.

We’ve now covered the four pieces of missing infrastructure that Quiet

Riots provides

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Now let’s look at how people get started using Quiet Riots

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The initial energy for change does not come from those that are happy

& content

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The energy for change comes from when you are unhappy about

something

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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)

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Add #quietriots or @quietriots to your Tweet and we’ll send a link to a

relevant Quiet Riot if we have one

#quietriots

@quietriots

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Visit www.quietriots.com

Local domains coming before too long

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Start with Share your experience.It is cathartic for a lot of people

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Share positive experiences as well because it’s not all bad

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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

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Now that’s covered, there are a few remaining questions answered next

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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?

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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

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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

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Quiet Riots TeamCiaran KellyTechnical Project Manager

Marcela Machuca Interaction Designer

Erlend KjellstadFinance, Legal & HR

John PollockContent & Design

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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

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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

[email protected]

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How is Quiet Riots funded?

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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

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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.

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How does Quiet Riots manage its communities?

PoliciesNo hatred, abuse and other obvious things

CultureEncourage & reward good behaviour

ToolsReport this, Ratings

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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

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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.

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Many things are planned for the future including an iPhone App, a Facebook

App & we will open up an API

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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

+

+

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We’re testing at launch international categories

& country-specific ones

International Airlines, Environment

Country-specific (UK test market)

Banks, Utilities, Hospitals, Schools, Councils

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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

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Now that Quiet Riots has launched our priority is to spread the word,

get people Quiet Rioting and continually evolve the service

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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

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That’s been a lot of slides.What next?

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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

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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 [email protected]