The six pieces of a social tool, the skills, metrics and frameworks.
For HDI Nebraska.
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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.
MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/
Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.
2. Agenda
Social IT – Technology for the People
• Pangaea
• Epoch 1: Planet of the Likes 2008-2011
• Epoch 2: Shadow Dancing 2012-2014
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2:
Shadow Dancing
2012-2014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
3. Pangaea
Help Desk
Call Center
Service Desk
Desktop Support
Customer Care
Customer Service Center
Support Center
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2:
Shadow Dancing
2012-2014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
4. • In the 1950s, executives feared the bathroom:
employees will waste productive time.
• In the 1970s, executives feared the telephone:
employees will waste productive time.
• In the late 1980s, executives feared email: employees
will waste time.
• In the 1990s, executives feared Internet access:
employees will waste time.
• In the 2000s, executives fear social media: employees
will waste time.
• In the 2010s, executives fear BYOD will waste time.
Toby Ward & Chris Dancy
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2:
Shadow Dancing
2012-2014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
5. Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
6. August 2009
First Public Webinar
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
#SocialIT
7. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
8. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
9. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
10. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
11. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
12. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
13. How
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
14. • Hyper Connections
• Social Collaborative Skillsets
• Tech Bubble v2
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
15. Shadow Dancing
“Institutions will try to preserve the problem to which they are the solution.” – C. Shirky
2012-2014
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
16. Right now, your company has 21st-century Internetenabled business processes, mid-20th-century
management processes, all built atop 19th-century
management principles
-Gary Hamel
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
17. Foundation
“If HP knew what HP knows, we would be three times as profitable.”
– L. Platt
Mobile
Connected
Remote
SoLoMo (Co)
FOMO
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
18. Foundation
#SocialIT
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
20. TOOLS
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
21. TOOLS
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
22. TOOLS
1.
2.
3.
4.
PROFILES
STREAMS
OSS
COMMENTS
5. MOBILITY (not MOBILE)
6. LOCATION
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
23. TOOLS- Profiles
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
24. TOOLS- Streams
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
25. TOOLS- OSS
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
26. TOOLS- COMMENTS
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
27. TOOLS- Mobility
• Senses – Proximity, Light,
Location, Camera, Voice In/
Out, Touch, Vibrate,
Accelerometer, Gyroscope
• APP Internet – Apps
powered by the Internet
(Siri) and API’s
• By 2020 There will be 50
billion devices – 7 for each
person on earth
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
28. TOOLS- Mobility
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
29. TOOLS- Mobility
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
30. TOOLS- Mobility
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
34. SKILLS
Via Oscar Berg @oscarberg
#SocialIT
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
35. SKILLS
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
36. Metric
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
37. Metric
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
38. Alignment
• Service Desk
• Problem
Management
• Knowledge
• Service Design
• CSI
@servicesphere
Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
#SocialIT
Epoch 2: Shadow
Dancing 20122014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
40. Pangea
Epoch 1: Rise of
the Planet of the
Likes 2008-2011
Epoch 2:
Shadow Dancing
2012-2014
Epoch 3:
Enterprise Zen
2014-2017
Epoch 4: Social
Societies 20172020
This presentation has been narrowed so that we can deep dive into specific IT Service Management Concepts, so we won’t go past 2015, THIS ROUND
Crazy little thing called scienceWhen I started in Support 1992 – 2012Signs & Symptoms -Change to Customer support and EngagementHelp DeskCall CenterService DeskDesktop SupportCustomer CareCustomer Service CenterSupport CenterThis is a Very UNINTELLIGENT DESIGNWe know have a jobs program in IT for displaced tech workers from the 90’s.
2 years ago it was social networking policies, today it’s mobile deice policys and management to address BYOD…Isn’t that the promise of cloud? ……When I started at ServiceNow they offered me a laptop…..Isn’t our view of management and data security a little short sited…..
So 2008-2011….Communization, bring your own device, insert hyperbole here. We have just gone through a major shift within technology.The IT experts are now outside of the IT departmentServers are in the cloud – and growingApplication provisioning is home-based activity by our children or mostTech experiences are defined by what your friends are doing at OTHER companies and what your neighbors are doing at night
December 2008, I went to HDI and said, hey, we need to look at this. August 2009, we did. STAT: Right now there are more people on Facebook than were on the earth 200 years ago.Thought: The last time people displayed their lives on walls were the kings and queens of Egypt.
Who and WHAT did we do?People, Marketing, Colleges , High tech companies, we created big data revolution that is starting to be talked about.Let’s look at what we did in the absents of leadership from support organizations, management and the industry,
Twitter
Facebook – The Free Page (Less Secure)
Facebook – The Free Page (Less Secure)
Facebook paid apps
Custom PagesOTAGO offers services via Facebook
Groups and Video Support via Facebook
Twitter, Facebook, YouTube, Foursquare, Google Plus, and and iPhone APP!!You should be doing all these thingsBLURRRRR Marketing, Sales, Support? Support is the new marketing, marketing is the new sales, sales is the new…well sales will always be sales, which brings me to a joke by the IT Skeptic, Why don’t sharks eat sales people? Professional Courtesy.Your Pangaea just became a super content via text messaging and 3G internet
OUTCOMEHyper connectednessCollaborative skills emergeInnovation seeking (Apps, Knowledge, Micro-Tasking)Filter Failure – Filter BubbleCustomer CULT-tureConsumerizationWHERE THERE LESSONS LEARNED FROM ALL THIS??? WHAT WHERE THEY????
Shadow Enterprise using SocialWe call it Shadow IT, because to come out of the closet is still scary in some places. There is NOTHING shawdowy about this IT world we live in, as a profession that lives in the dark for a living, shadows is the new light.
Really Silos are the least of our problemsWe are hitting the wall of what the problem really is. Culture, an oppressed people and oppressed INFORMATION will find a way to be free.
You are here, in Yesterday.
FOUNDATIONS FOR THIS PERIOD OF 2012 – 2014:Atos intends to drive staff to 'inbox zero' by 2013O2 taking 3000 people out of the officeTech companies have tech enabled workers who don’t require or desire support systems And the in future, this is the office. We move to cities to be near the commerce. We will stay home to be near the commerce in the future.
Gone and back again
You want meat, we have a lady gaga wardrobe waiting for you. Let’s get started.Let’s dive into Tools, Skills, Metrics and ITIL alignment for Social IT (yea I said ITIL)
New collaboration skills emerge from new tools, email v2?Rise of new skill sets (see slide on skill sets)Facebook - likes, social objects, event management, relationship management (friendship pages), profiles, groups create niche networking, groups are good for projects, review relationship history's and common themes, tagging, social graph, brandividualsTwitter - @ mentions, #tags, trends (topics), favorites, Curation, niche, activity streamLinkedIn - profiles, historyQR Codes: Physical hyperlinks, more will be revealedListly – Crowds can be uglyBlog - humanize, anonymous commentsDisqus (Comment systems) - support for a user in a crowdfoursquare - Location based knowledge on an IT level vs. physical level, proximity based knowledge via knowledge workers, REAL LIFE PHYSICAL COOKIESQuora - Wisdom of the INFLUENTIAL crowds, Q&A social voteGetGlue - social objects, interest graph OVER social graph, gamification, recommendationMemolane – you will live foreverKlout, Peer Index, Empireave-value bought and soldNamesake: Amplified conversationscolor -Amplified events, Elastic network GetSatisfaction: Insource self servicetibbr-follow anythingKlout, PeerIndex: Who's importantPodcast-EducationService-Now – Follow incidents, CI’s, People….
2012 The rise of many new services with new skills to master
THESE INCLUDE FEEBACK and ENGAGMENTS SYSTEMS
WE CAN’T ZOOM INTO ALL THE TOOLS AND THEIR FEATURES SO WE WILL LOOK AT A SECTION OF FEATURES THAT ENABLED ENHANCED ITCORE TOOL PRINCIPLES FOR SOCIAL ENTPERISE (Let’s drop the IT part, my dentist can setup a WEP network and clean my teeth)PROFILESSTREAMSOSS – OPEN SELF SERVICECOMMENTSLOCATIONMOBILITY (not MOBILE)
Remote workers, rapidly growing companies, no knows what anyone is doing?WE started with active directory in 2000, Active Directory was NIETHERAnd actually NDS and LDAP did this betterWhat fixes this in a socially enabled enterprise?Social ProfilesBut I am NOT an AD entry, I am so much more, I am skills and history o linkedIN, Facebook and a collection of SHARED activitiesSocial IT MUST embrace the concept of a social profile
Activity StreamsLet’s come clean about a few things:EmailFile SharingFile SystemsDon’t work!!!An email sent or a status update, what’s the difference.What fixes this in a socially enabled enterprise?An activity Stream
Misperception is fixed people realize the true meaning of socialSocial is a FEATURE, not a platform Activity stream best practices
Why did self service never deliver?Form based work flowNo feeling of intimacyWhat fixes this in a socially enabled enterprise?Open Self Service (Feedback Platforms)
Why did the promise of knowledge never materialize?Static.Star ratings????If it’s not the first it ON GOOGLE I don’t care?What fixes this in a socially enabled enterprise?Comment Systems (Engagement platforms)
SORRY WORLD, ITS NOT COLLABRARITVE or SOCIAL UNLESS YOU AVE MOBILTYREMEMBER MOBILE IS NOT MOBILITY. It’s NOT an APP, it’s an APP-TIP-TUDESenses – Proximity, Light, Location, Camera, Voice In/ Out, Touch, Vibrate, Accelerometer, GyroscopeAPP Internet – Apps powered by the Internet (Siri) and API’s1 Billion HTML5 Phones By 2013By 2020 There will be 50 billion devices – 7 for each person on earthWE NEED TO LEARN TO THINK MOBILITY when designing systems.Mobile ONLY Support enables new support avenues: (FOR TECHS AND CUSTOMER)Eliminate form based workflow that has plauged the support desk for 20 yearsGesture based, pinch / zoom data models and reportsLocation based support and knowledge (more on this later)Integration into telephony and text Integration into other data management tools, such as evernote, offline readers and even pinterest for image capture of assets or problems (that hotel room cable setup)Tagging of objects in photos, video, sound files, locations with meta data via touchScanning of information with cameras App Internet to enabled power cloud based features like Siri, your phone is just a messenger for the cloud3rd Party hardware integration, everything from Radar to wirless micro cameras for security
Why did the promise of knowledge never materialize?Static.Star ratings????If it’s not the first it ON GOOGLE I don’t care?What fixes this in a socially enabled enterprise?Comment Systems (Engagement platforms)
Knowledge-Tasks-Collaboration-Support:Location is vital to knowledge. Some information is tied directly to where you are and is ONLY accessible when you are there. Apps like foursquare, Facebook and Yelp all do an amazing job of augmenting my location based knowledge. This ability for a customer or tech is groundbreaking. Let customers leave knowledge, find knowledge, rate knowledge. Tasks-For too long tasks have been tied to a date and time. Most of my tasks are date, time OR location. I should be able to have a task for my remote techs to setup a projector WHEN they get to a conference room. This is wildly different than setting up something at a certain TIME.Collaboration:Apps like Glancee tell you when people are NEAR that share your interest or skills. When at an event or in a remote office, finding people with the skills or knowledge you need is essential.Support:The apple store app will let you scan a product and purchase it with no assistance. Schedule an appointment with a tech or associate or see a schedule of up coming training.I'm going to stop now. After spending two and a half years asking for IT support to MAKE THIS HAPPEN, I'm done. You don't have to worry about your call center being outsourced; your users just met their OWN SLA.
Skill Sets CXM
@brenthoberman: “We are a 100-person company and we serve 50 million people. That kind of leverage has never existed before,” said drew Houston of Dropbox,Community manager
Biological Information Delivery SystemBIDS – people who are practically mechanical in their accuracy to share
Define your role as a knowledge worker of today.Creator, Consumer or CuratorLook at this pyramid
IT Professionals for 2015, note the Social Focus
PEOPLE METRICSKlout/Peer Index (Influence Engine)Reputation EconomyThe knowledge worker WILL be measured, this is no longer an IF, but a WHEN The need is real and the value is obvious, see KLOUT filter(WEBINAR COMING SOON)
PEOPLE METRICSKlout/Peer Index (Influence Engine)Reputation EconomyThe knowledge worker WILL be measured, this is no longer an IF, but a WHEN The need is real and the value is obvious, see KLOUT filter(WEBINAR COMING SOON)
ORGANIZATIONAL METRICS:METRICS – ORGANIZATIONAL: User sentiment as a metric. Google software. Social service desk update.Sentiment can be a preditive metricsPremtive Analaytics – PRE REPRORTS
Feedback vs EnagmentEngagement platfomrs feed service design and move CSI alongService Desk – feedback and engagement activities (no management in the future, the system self corrects)Problem Management – ENHANCED WITH SENTIMENT PREDICTIVE ANALYSISKnowledge – Enhanced by location, communityService Design –Business Services DESIGNED from the ground up with feedback and engagement built inCSI – I don’t know how we THOUGHT we were doing CSI
Reduction in Time Spent Looking for InformationIncreased time to ResolutionStorage DecreaseSecurity IncreaseReduction in EmailCulture restructure Information Search EasierLearningInnovation – Speed of collaborationConvergence of Pangea
YOU’LL BE WORKING IN 2020, DO YOU HAVE THE SKILLS?Six Sense? Are we developing new senses ?