The Social Enterprise of 2013

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Learn how IT organizations can embrace social platforms like Twitter, Facebook, LinkedIn and even Pinterest to engage with users and employees while fostering business success.

Tecnologia

Build The 2013 Social Enterprise

Social IT and the Social Enterprise of Yesterday

#BMCSocial

@servicesphere #BMCSocial

Agenda

• Introductions & Dialog Options

• Five Top Public Social Tools (or MORE!)

• Knowledge Worker Divide

• How BMC Can Help

• Q&A
@ErinKAvery

2 © Copyright 10/25/2012 BMC Software, Inc

Erin Avery Chris Dancy
#BMCSocial @erinkavery @servicesphere

3 © Copyright 10/25/2012 BMC Software, Inc

Five Top Public Social Tools
(or MORE!)

4 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Support
Support 2003 Support 2013

Authenticity Metrics
Collaborative Methods
Experiential Frameworks
Instant / Trusted Answers
Alternatives Tools
Hyper Local Incidents / Problems
Praise & Feedback Permissions
@ErinKAvery

5 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Facebook
Employee to Employee
Facebook Pages
Facebook Commercial Solutions
Facebook Custom Development Solutions
(FBML)
Facebook Groups
Events that effect users
@ErinKAvery

6 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Twitter
Feedback
Outages
Innovation (listening)
SMS Backbone
Push Messages e.g. follow
‘helpdesk' to 40404
@ErinKAvery

7 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

foursquare

Location based Knowledge
Tips/Tricks/FAQ’s based on geofencing
Photos of common objects people might
be looking for specific areas
@ErinKAvery

8 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

LinkedIn

Company Page
Company Employee Group
Company Product Group
Company Alumni Group
Events for the organization
@ErinKAvery

9 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Multimedia
YouTube SoundCloud
FAQ’s
Short audio messages & updates
Unboxing Videos
Collaborative audio knowledge
Tutorials
Best practices/ Education
Staff Introductions
Embeddable code & links
Embeddable Code & Links
@ErinKAvery

10 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Blogging & More
Blog Google Plus
Help Desk page for tagging and
Blogging
supporting users
Help Desk Knowledge Highlights
Help Desk Staff Highlights Alerts and updates
Tumblr Group administration
Group updates on projects, Event listings for changes & non
integration into audio, video, text and
other systems. critical updates
@ErinKAvery

11 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

More & More
Pinterest

Service Request Catalog
Service Pipeline Testing
Crowd sourced Opinion on
changes to systems or UI’s.
@ErinKAvery

12 © Copyright 10/25/2012 BMC Software, Inc

Knowledge Worker Divide

13 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Skills
Knowledge Worker 2003 Knowledge Worker 2013
Email Work Narration
Survey Experience Mapping
Software Based Channel Based
Document Based Link Based
Team Player Network Player
File Retrieval Knowledge Locker
Relevance Context
Soft Skills EQ Trust / Authenticity
Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing
@ErinKAvery

Tasks Micro-Tasks
14 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Metrics
Metrics 2003 Metrics 2013

Annual Review Real Time & Mobile
Resolution Management Opportunity Management
Projects on Time / Budget Ideas on Innovation / Creativity
Date, Time, Volume based Value based
Peer Feedback Sentiment Analysis
Knowledge Recorded Knowledge Shared
Leadership Amplification
@ErinKAvery

15 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Tools
For You For Robots For Others
@ErinKAvery

16 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Work Flow 2013
EMAIL

Link

Retrieve Offline

Locker / Consume /
Metric Share
@ErinKAvery

17 © Copyright 10/25/2012 BMC Software, Inc

#BMCSocial

How BMC Can Help

18 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
#BMCSocial

How BMC Can Help

Post Updates to Facebook &
Twitter

Feed Tweets to ITSM Console

Create Incidents from Tweets

Direct Message user via Twitter
@ErinKAvery

19 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

20 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

21 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

22 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

23 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

24 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

25 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

26 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Nov 27: Learn how BMC embraces Social IT

Dec 10: The Contextual Bio Enabled Enterprise
of Tomorrow

Follow @BMC_FootPrints for details
@ErinKAvery

27 © Copyright 10/25/2012 BMC Software, Inc

Questions via chat?

28 © Copyright 10/25/2012 BMC Software, Inc

Thank You

29 © Copyright 10/25/2012 BMC Software, Inc

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The Social Enterprise of 2013

1. Build The 2013 Social Enterprise Social IT and the Social Enterprise of Yesterday #BMCSocial

2. @servicesphere #BMCSocial Agenda • Introductions & Dialog Options • Five Top Public Social Tools (or MORE!) • Knowledge Worker Divide • How BMC Can Help • Q&A @ErinKAvery 2 © Copyright 10/25/2012 BMC Software, Inc

5. @servicesphere #BMCSocial Support Support 2003 Support 2013 Authenticity Metrics Collaborative Methods Experiential Frameworks Instant / Trusted Answers Alternatives Tools Hyper Local Incidents / Problems Praise & Feedback Permissions @ErinKAvery 5 © Copyright 10/25/2012 BMC Software, Inc

6. @servicesphere #BMCSocial Facebook Employee to Employee Facebook Pages Facebook Commercial Solutions Facebook Custom Development Solutions (FBML) Facebook Groups Events that effect users @ErinKAvery 6 © Copyright 10/25/2012 BMC Software, Inc

8. @servicesphere #BMCSocial foursquare Location based Knowledge Tips/Tricks/FAQ’s based on geofencing Photos of common objects people might be looking for specific areas @ErinKAvery 8 © Copyright 10/25/2012 BMC Software, Inc

10. @servicesphere #BMCSocial Multimedia YouTube SoundCloud FAQ’s Short audio messages & updates Unboxing Videos Collaborative audio knowledge Tutorials Best practices/ Education Staff Introductions Embeddable code & links Embeddable Code & Links @ErinKAvery 10 © Copyright 10/25/2012 BMC Software, Inc

11. @servicesphere #BMCSocial Blogging & More Blog Google Plus Help Desk page for tagging and Blogging supporting users Help Desk Knowledge Highlights Help Desk Staff Highlights Alerts and updates Tumblr Group administration Group updates on projects, Event listings for changes & non integration into audio, video, text and other systems. critical updates @ErinKAvery 11 © Copyright 10/25/2012 BMC Software, Inc

12. @servicesphere #BMCSocial More & More Pinterest Service Request Catalog Service Pipeline Testing Crowd sourced Opinion on changes to systems or UI’s. @ErinKAvery 12 © Copyright 10/25/2012 BMC Software, Inc

14. @servicesphere #BMCSocial Skills Knowledge Worker 2003 Knowledge Worker 2013 Email Work Narration Survey Experience Mapping Software Based Channel Based Document Based Link Based Team Player Network Player File Retrieval Knowledge Locker Relevance Context Soft Skills EQ Trust / Authenticity Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing @ErinKAvery Tasks Micro-Tasks 14 © Copyright 10/25/2012 BMC Software, Inc

15. @servicesphere #BMCSocial Metrics Metrics 2003 Metrics 2013 Annual Review Real Time & Mobile Resolution Management Opportunity Management Projects on Time / Budget Ideas on Innovation / Creativity Date, Time, Volume based Value based Peer Feedback Sentiment Analysis Knowledge Recorded Knowledge Shared Leadership Amplification @ErinKAvery 15 © Copyright 10/25/2012 BMC Software, Inc

19. @servicesphere #BMCSocial How BMC Can Help Post Updates to Facebook & Twitter Feed Tweets to ITSM Console Create Incidents from Tweets Direct Message user via Twitter @ErinKAvery 19 © Copyright 10/25/2012 BMC Software, Inc

27. @servicesphere #BMCSocial Nov 27: Learn how BMC embraces Social IT Dec 10: The Contextual Bio Enabled Enterprise of Tomorrow Follow @BMC_FootPrints for details @ErinKAvery 27 © Copyright 10/25/2012 BMC Software, Inc

Notas do Editor

Links, Not FilesLockers, Not File SystemsDevices, Not FoldersEMAIL is a router for information, not an information store

The Social Enterprise of 2013

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Notas do Editor