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


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


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


Gartner’s Ideas �  Social

�  Mobile

�  Value

#HDIForums @servicesphere It Must Be True, An Industry Analyst Said It.

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


Consumer Tools


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.


Twitter �  Feedback

�  Outages

�  Innovation (listening)

�  SMS Backbone

�  Push Messages e.g. follow ‘helpdesk' to 40404


Foursquare �  Location based Knowledge

�  Tips/Tricks/FAQ’s based on geofencing.

�  Photos of common objects people might be looking for specific areas.


LinkedIn �  Company Page

�  Company Employee Group

�  Company Product Group

�  Company Alumni Group

�  Events for the organization


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.



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.


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.



A Channel (LINE UP) For Communication


Social Media The Collaborative Enterprise


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


Next Generation Tools


Social ITSM Requirements �  Profiles

�  Streams

�  Open Self Service (OSS)

�  Comments

�  Mobility (Not MOBILE)

�  Location(Contextual)


Social ITSM Requirement Examples

CollaborationCollaboration


Social Media The Knowledge Worker


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


Skills

Working Out LoudWorking Out Loudvia @TheBrycesWritevia @TheBrycesWrite

Community Management

IT Support

Customer Support

Enterprise Collaboration

Via Oscar Berg @oscarberg


Tools For You For Robots For Others


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


Metrics

Saba

Personal

Com

mun

al


#H

DIP

hill

y @

serv

ices

pher

e htt

p:/

/bit

.ly/

lead

it Metrics


Knowledge Worker Consumer Social

TIPS, TRICKS and CHRIS PRACTICES ifttt workflow enabled



Facebook

�  Turn on Subscriptions

�  Tune into Friends

�  Learn your permissions

�  Lists (Really close friends)

�  Interest Lists (News and Information)

LinkedIn

�  RSVP Events / Create Events / Search Events

�  Enhanced Layout �  Organizations

�  Volunteer

�  Projects

�  Skills

�  Publications



Twitter

�  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



Pinterest

�  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.



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



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


Social Media The Knowledge Generating Consumer

(The Future of Work)


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


Sensors

33

*GeoLoqi*GeoLoqi


2010’s 2020’s 2030’s

Sensors


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

The Human Powered Enterprise

Entertainment & Humor

Transcript of The Human Powered Enterprise