Self Help vs. Service vs Support
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Transcript of Self Help vs. Service vs Support
Self HelpJust-In-Time,
Just Good Enough
Self-Help
Self-help combines the trends and choices of Bring-Your-Own with Do-It-Yourself.
Exploiting that combination allows anytime/anywhere requests for enablement to have a possibility of a good-enough fulfillment.
However, the autonomy of effort that self-help provides, outside of the administrative organization of the user’s workgroups, may widen the gap between good enough and appropriate.
As a result, the effectiveness of self-help usage cannot be defined only in terms of its being an alternative work technique.
Digital automation makes the usage itself more frequent, flexible and visible, such that a continual effort to track and refine it can lead to directing and increasing its alignment to desired results. The key question is about what “good enough” means.
Self-Help: Ability replaces Competency
Known and Observed
• Standing Competency is a matter of counting on proficiency
• The goal of Self-Help is to be Just Good Enough Just In Time
• The key challenge to successful Self-Help is the unreliability of the navigation to the goal
Needed and Observed
• Situational Ability is a matter of navigating to sufficiency
• “Help” is gauged both in the process and in the product
• The true value of Self-Help is the user’s independence from restraint
Information Managementin Self-help
Digital Enablement Characteristics
OBJECTIVE RELIABILITY SUFFICIENCY ACCESS
Best path, best destination
Automation of navigation
Scope of reach Personal
“right-sized” option
Automation of task-level
implementation
Speed of acquisition
On-demand
Freedom from restraint: timely, reliable, sufficient access to information
Digital means can provide for predictive, programmed, profiled acquisition 24x7.
©2
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alcolm
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estra Research
Just In Time Information: as Knowledge versus TrainingActual learning can be programmatic or incidental.
But both of those modes usually carry assumptions, about knowledge transfer and training, that must be reduced under pressure of just-in-time acquisition.
With a Just Good Enough expectation:
• Just-in-time knowledge presumes that what is really needed is notification, explanation and/or instruction – not much thinking
• Just-in-time training presumes only rules and guided procedure –and not practice
Those “deliverables” arrive within circumstances that include a range of lesser or greater concerns of the user.
Information usage Knowledge (static) Training (active) Concerns
AFFECT awareness preparation Expectation
GOALhow something has meaning in the moment
exercise the application of something to the circumstance
Permission
PRESUMES relevance propriety Authority
INFLUENCED BY consensus standards Validation
JUST GOOD ENOUGHnotification, explanation and instruction
rules and guided procedure
Accuracy
ACCEPTANCEWhat Is, without challenging
How To, without practicing
Convenience
JUST IN TIME ENABLEMENT via INFORMATION
©2016 Malcolm Ryder / Archestra Research
Intelligent Resourcingvia Self-helpServices versus Support
REA
LIZA
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OBTAIN ENABLEMENT:
Service(effective on demand)
Use
Select
Understand
Discover
How do I employ it?
Which is my preference?
How do I recognize and distinguish them?
What are the options?
When people use a resource to get something done, the resource is by definition an instrument. Their interest in the resource consists of four basic issues, which cumulatively result in the resource actually being instrumental. People research those issues, bottom up, as necessary.
Self-help expects two kinds of resource enhancementto be supplied: services and support.
©2016 Malcolm Ryder / Archestra Research
OBTAIN ENABLEMENT:
Service(effective on demand)
Use• Cost• Terms of Agreement• Access
Select• Class• Availability• Limitations
Understand
• Purposes• Benefits• Constraints• Risks
Discover• Trends• Requirements• Effects
RESOURCE
A service can be defined independently of any user and independently of any support of that user.
However, the purpose of the service is to be useful every time it is activated.
REA
LIZA
TIO
N
©2016 Malcolm Ryder / Archestra Research
OBTAIN ENABLEMENT:
Service(effective on demand)
Support(appropriate per intent)
Use• Configuration• Change• Recovery
Select• Scale• Fitness• Urgency
Understand
• Implications• Relevance• Causes• Impact
Discover• Methods• Sources• Scope
RESOURCE
Support is defined in relation to the instance of effortmade by the user.
Now, the purpose of support is to make the service usable every time it is engaged.
REA
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©2
01
6 M
alcolm
Ryd
er / Arch
estra R
esearch
OBTAIN ENABLEMENT:
Service(effective on demand)
Support(appropriate per intent)
Use
Select
Understand
Discover
RESOURCE
useful activation
Make service effective on
demand
usable engagement
Make service appropriate per
intent
REA
LIZA
TIO
N
THIS IS ARCHITECTURE, NOT STRATEGY.
©2
01
6 M
alcolm
Ryd
er / Arch
estra R
esearch
OBTAIN ENABLEMENT:
Service(effective on demand)
Support(appropriate per intent)
Use• Cost• Terms of Agreement• Access
• Configuration• Change• Recovery
Select• Class• Availability• Limitations
• Scale• Fitness• Urgency
Understand
• Purposes• Benefits• Constraints• Risks
• Implications• Relevance• Causes• Impact
Discover• Trends• Requirements• Effects
• Methods• Sources• Scope
RESOURCE
REA
LIZA
TIO
N
©2016 Malcolm Ryder / Archestra Research
Integrated Infrastructurefor Self-helpJust-In-Time information as “Dynamic Intelligence” services
OBTAIN ENABLEMENT:
Action Automation
Use Apply Program
Select Catalog Filter
Understand Curate Correlate
Discover Search Recognize
Digital Enablement
Options
Formal
Functional
©2016 Malcolm Ryder / Archestra Research
DIGITAL ENABLEMENT:
Action Automation Validation Value
Use Apply Program Authorize Ability
Select Catalog Filter Qualification Navigation
Understand Curate Correlate Relevance Situation
Discover Search Recognize Personalize Demand
Service/Support Objectives:
Maintained Designed Measured Managed
Managed Self-Help
©2016 Malcolm Ryder / Archestra Research
Dynamic Intelligence for Self Help
Requests
ProfileContextHistory
PERSONALIZATION
AllowancePolicy
Environment
AUTHORIZATION
QUALIFICATIONRELEVANCE
Known ImpactsExpected Limits
FUNCTIONAL FORMAL DIGITAL
ARCHITECTURE, NOT STRATEGY.
Example enhancement:Subscriptions Social collaborationSearch
Example enhancement:Analytics / AIData Science
SpecificityRequirementPresentation
Responses
©2016 Malcolm Ryder / Archestra [email protected]