My short talk from the Technology to Drive Grown workshop at Growth Summit in Sydney - http://bit.ly/3vFM2a A social media talk that's not about social media and rather about being human, having conversations and being open and trust. Speaking notes at http://www.acidlabs.org/2010/02/20/cluetrains-conversations-trust-and-openness/

1. Cluetrains, Conversations,
Trust and Openness
Stephen Collins, acidlabs
Technology to Drive Growth, 18 February 2010

2. This is not the social
media talk

3. Wicked problems

4. 2008, Neutron and Stanford University
3. Innovating and
the increasing
speed of change.

5. Cluetrains

6. 95 theses

7. 95 theses

8. 95 theses

9. We’re going to talk about just 1

10. Markets are conversations

11. Conversations

12. This is NOT your market

13. This is your market

14. So treat them like
humans

15. They’re already
talking about you

16. And it’s not just me
“Customer service fail... I’ve also
come back to the office
moaning about the optometrist
to anyone who’ll listen (not
necessarily because they want
to) and my 2,500 Twitter
followers. And if they continue to
not give me my prescription, I
will name and shame them.
Watch this space.”
http://www.dynamicbusiness.com/articles/articles-blogs/its-time-for-a-whinge.html

17. Listen in

18. Reach out

19. Be human

20. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

21. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

22. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

23. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

24. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

25. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

26. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

27. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
Sometimes, it’s amazing

28. Trust

29. Do you completely trust
your people?

30. http://edgenation.com/?p=237
“Roger had followed up for
me with other iiNet staff and
had answers on both the
whereabouts of my hardware
and the status of my
account.”
Not his job!
What happens
when you trust

31. Do you trust
your customers?

32. Openness

33. What are you hiding?

34. Failure goes global

35. http://techcrunch.com/2010/02/14/expedia-sucks/
“I say we have to hold these
companies accountable for their
crap customer service. It
shouldn’t matter if they’re talking
to a writer for one of the biggest
blogs in the world or anyone
else. Expedia routinely fails in
customer service, but they get
away with it because most of
the time people don’t have this
type of platform to expose these
stories.”
It’s still not just me

36. Be a part of the
conversation rather than
the subject

37. Free your people

38. C + T + O = :D
Conversation Trust Openness Delight

39. “He that will not apply
new remedies must
expect new evils; for time
is the greatest innovator.”
Francis Bacon, 1625
Imagine http://www.flickr.com/photos/midnight_trucker/376653652/

40. Thank you

41. Like the cool pictures?
iStockphoto.com and Flickr
And the awesome video?
Acton to Hammersmith fast
http://www.youtube.com/watch?v=REXn0RZ4XAY

42. License
Share/Remix/Spread... don’t forget to attribute
http://www.slideshare.net/trib

43. Contact me
Stephen “trib” Collins
trib@acidlabs.org
@trib
+61 410 680722
Canberra, Australia
www.acidlabs.org