About Quiet Riots V11v2 Slideshare

People around the world are frustrated about many issues

The issues that frustrate us cover all aspects of life
On hold for ages
Hospital hygiene
Deforestation
Class sizes

People struggle to get something done about the issues they face
“No one listens”
“Faceless multinationals”
“Only get to vote every five years for change”

Businesses & Government struggle too
“Hard to get our message across”
“We don’t want to lose customers”
“It’s sometimes hard to know what’s really bothering people”

The web has connected us up which has helped with some issues

But we are still often alone when dealing with organisations & trying to change things

When dealing with organisations, it can feel an uneven match

It often requires a huge time consuming effort to get the issue addressed

What would happen if you could act as a group?

Quiet Riots enables you to do this

Quiet Riots puts two things together
&

Riots describes groups of people who are upset and want change

Quiet indicates the group is well behaved and respectful

Quiet Riots is built to enable people to group up and change things

To do that we’ve looked at why the web is still not that effective for getting change

There are some areas where the web has been harnessed effectively
Obama’s election campaign

And there are lots of pressure groups and forums that are effective
Pressure Group websites
Some petitions
Some Facebook Groups

But there’s still lots of things in the world about us where the web isn’t helping us enough

The internet is effective when it has organising infrastructure to unlock its potential

Facebook provides infrastructure for you to connect with friends on the web

LinkedIn provides infrastructure for people to build professional networks on the web

Dating sites provide the infrastructure for us to date via the web

The internet is missing several pieces of infrastructure to really unlock our ability to change things

Four missing pieces of infrastructure
An issues database
People with the same issue can’t find each other & group up
Decision-maker hierarchies and responsePeople don’t know who is in charge & can’t converse
Tools to enable changeIneffective toolkit for a group to get something done
Volunteer tasksVolunteer energy not harnessed

Quiet Riots provides these pieces of infrastructure on its platform
* Yes, this is a scary image. We don’t look like this.

Missing Infrastructure 1:Issues Database
Parking tickets
School admissions

At the moment, it’s hard for people who share an issue to find one another

For example, people with an issue with overaggressive parking ticketing go to different places online & miss each other

People with an issue with school admission policies struggle to find each other too
Email

And customers of Ryanair across Europe who are upset about all the extra charges can’t find each other

Quiet Riots organises issues so that people can find each other

Two things that make the issues database possible
80/20 rule
Also known as (synonyms)

The 80:20 rule means the most common issues can quickly be identified for each category
20% of the issues affect 80% of the people
People
Issues

Also known as synonyms help people who share the same issue find each other
Missing Bags
Lost Luggage
Lost Bags
all lead to the same Lost Luggage Quiet Riot

The issues database unlocks numerous benefits
People can cluster around issues
Organisations can be compared
Concise summaries for decision-makers
Aggregrate people across geographies

Missing Infrastructure 2:Organisation hierarchy & response
How people are interacting
with organisations today
Quiet Riots reflects organisation hierarchy
Purpose built for organisations to engage

People are increasingly using social media to engage with organisations
Twitterers get responses from Dell
Facebookers get coupons from L’Oreal
CEOs have blogs

People also talk and sometimes engage with organisations at review and customer support websites

People have set up sites to campaign about specific organisations

Most of these sites are not purpose-built for the Organisation to engage effectively

People need help identifying the senior decision-makers and communicating with them
Emilio BotinChairman
Grupo Santander, Spain
Jose Ortario
Managing Director
Santander UK
Jane Richards
Branch Manager
Abbey Winchester

People also need help communicating with the companies that own the organisation they’re dealing with and are often in another country
owned by

The people at the top of an organisation generally want to help

People and organisations have inadequate infrastructure today to enable this communication

Quiet Riots provides this missing infrastructure
Platformincludes:
Letter to the Organisation
Announcements
Responses

Quiet Riots enables you to group up and add yourself to an Open letter to the Organisation

The Letter succinctly communicates the key issues the group has

The Letter also includes comparisons with other organisations

Quiet Rioters decide how they want to deliver the Letter to the OrganisationQuiet Rioters in the ‘Get attention’ section of share your experience to discuss and decide how they want to deliver it.Different delivery methods for different organisations and issues

Because the Letter is sitting on the web, it’s easy for everyone to see including employees of the organisation
Every Organisation will not be checking Quiet Riots every day
But in larger organisations it’s likely that some employees will check it out even if only for fun

Organisations have a dashboard to respond to Quiet Rioters

An Organisation can make an Announcement to all Quiet Rioters

An Organisation can respond to your experience

You are sent an email notification when the Organisation responds

An Organisation accesses their dashboard via a verification process
Company account verified by email
Within 24 hours
The Administrator is then granted access to the Organisation Dashboard

All Organisations get a certain volume of responses and announcements per month for free
Organisations get value from Quiet Riots and we want to capture some of that to pay for the service
We are working with Organisations to determine the best pricing approach

Missing Infrastructure 3:Tools for change
Change is a process
Tools are needed to support these steps
Quiet Riots starts with tools to share:
Experiences
Quick Tips
Suggestions to get attention
Proposals

There is no shared understanding of how change happens

Quiet Riots is built on a change process that is a blend of various existing models
Burning
Platform
Engage
Vary
Select
The need to jump from the current situation
Ideas & proposals generated
A decision is made and implemented
Relevant parties all engage

Quiet Riots’ initial tools enable communication at each step
Burning
Platform
Engage
Vary
Select

Share your experience is an opportunity to get it off your chest
Read other people’s experiences
Get comments on your own
Get a response from the organisation

Tips is a source of great advice from other Quiet Rioters
Many people have tips they want to share with others

Get attention is where Quiet Rioters are creative about ways to engage the decision makers
A Quiet Rioter offers to dress up as a chicken outside an Organisations’ offices to get noticed and broadcast it live
Another Quiet Rioter creates a Powerpoint presentation as a way to get the message across

Proposal is where your ideas are shared and debated
Who’s for? & Who’s against?
Organisations can participate
User ratings

Profile allows you to see what others are Quiet Rioting about

Send a message enables you to connect up with others that share your issue

Follow another user to keep up to date with their Quiet Rioting

Comment on people’s experiences, tips and thoughts
You are sent an email notification when someone comments on your experience

There are many participants in change
Pressure Groups
Celebrities
Bloggers
Regulators
Politicians
Journalists
and more

Quiet Riots is a place for all these participants
Over time, we plan to build tools tailored to the needs of each of these
Even now, all are able to participate

Missing Infrastructure 4:Volunteer tools
People have passions
90:9:1
Social Production
Wikipedia

Quiet Riots touches subjects people are passionate about which means people volunteer their time

90-9-1 describes differing levels of contribution in online communities
90% of participants consume 9% contribute1% do most of the work
Lots of the work
Contribute
Consume

Volunteers come from the 9% & 1% that contribute and do lots of the work
Lots of the work
Volunteers
Contribute
Consume

Wikipedia has been built by volunteer contributors & administrators

Facebook has been translated into multiple languages by an army of volunteers

Making the tasks for volunteers small and modular is key
Yochai Benkler describes how Wikipedia makes it quick & easy for someone to engage in “social production”

Quiet Riots has started with a few modular tasks with many more needed
Tweet processing
Add organisations & decision makers
Add Quiet Riots
Translate

Volunteers process Tweets to recommend Quiet Riots to Twitterers

Tweet processing by the volunteer triggers a response recommending a Quiet Riots

Some Quiet Rioters volunteer their time to build & maintain the issues database
It’s both an art and a science defining issues
Issues need to be instantly recognisable
Issues need to be defined so they are not too small and not too big
Industry experts are a good source of top issues

Time to catch your breath. We’ve now covered the four pieces of missing infrastructure that Quiet Riots provides

Now let’s look at how people get started using Quiet Riots

The initial energy for change does not come from those that are happy & content

The energy for change comes from when you are unhappy about something

With Quiet Riots you can start getting something done about it without much effort
Tweet about it
Visit quietriots.com
Other ways coming soon:
via Facebook
via iPhone
via text message (maybe)

Add #quietriots or @quietriots to your Tweet and we’ll send a link to a relevant Quiet Riot if we have one
#quietriots
@quietriots

Visit www.quietriots.com
Local domains coming before too long

Start with Share your experience.It is cathartic for a lot of people

Share positive experiences as well because it’s not all bad

Once you’ve shared your experience, you are guided towards constructive next steps
Letter to the Organisation
Read Quick Tips
Share ideas & proposals
Suggestions to get attention
Comment

Now that’s covered, there are a few remaining questions answered next

Now we’ve said what we’re all about what else do you want to know?
Who’s the team?
How is it funded?
How are you different to Get Satisfaction?
How does Quiet Riots manage its communities?
What are future developments
What isthe rollout plan?

Who is the team behind Quiet Riots?
The team consists of:
A small full-time team
A growing team of volunteers doing specific tasks:
Populating databases
Translating
Processing Tweets

There is a small full-time team mostly based in London made up of multiple nationalities
Simon Darling
CEO & Founder
Previously:
VP Marketing at Skype
Marketing Director eBay UK
Founder & Director, Fonepark
Finance & Marketing Manager, Unilever
Tom Valentine
(yes, a Darling and a Valentine are working together)
Product and Community

Quiet Riots Team
Ciaran Kelly
Technical Project Manager
Marcela Machuca
Interaction Designer
Erlend Kjellstad
Finance, Legal & HR
John Pollock
Content & Design

We each have our own set of Quiet Riots
Simon’s Quiet Riots include:
Out of date teaching methods
No one takes responsibility at Sky
Annoying automated voice at Orange

We’re hiring
Hiring a great tech team is hard.
If you know of great developers who’d like to work with us, put them in contact
Our platform is built in Ruby on Rails
Based in office in Richmond, London, UK
jobs@quietriots.com

How is Quiet Riots funded?

Quiet Riots has been self-funded to date and is now raising money
It’s been funded to date by Simon Darling
Quiet Riots is now raising money
In an ideal world, Quiet Riots would be crowdfunded
We need to be publicly listed for that so that’s not an option yet

Some people ask “How does Quiet Riots differ from Get Satisfaction?”
We are complementary to Get Satisfaction
Get Satisfaction is an online service where people get support from a community of users and employees www.getsatisfaction.com
The purpose of Quiet Riots is a bit different to this. Quiet Riots is focused on enabling change.
We are similar in the way that both services enable users to help each other and for organisations to engage with them
Where we differ is:
Quiet Riots groups people up around issues that flow across organisations.
We compare organisations by issue.
We have a focus on getting the attention of the organisation through mechanisms like the Letter.
We both address long-term issues that people have but Quiet Riots has more focus on this including political issues.

How does Quiet Riots manage its communities?
Policies
No hatred, abuse and other obvious things
Culture
Encourage & reward good behaviour
Tools
Report this, Ratings

Quiet Riots is a Prototype. Not everything is perfect
This means that everything isn’t perfect and we’re working on improving it
We wanted to get launched so we could learn as quickly as possible with real users

We are investing in building our databases and in improving our search engine
Search is key to finding the issue and the organisation that matters to you
We have a very basic search engine at present.
It will get better.

Many things are planned for the future including an iPhoneApp, a Facebook App & we will open up an API

It’s not all about online. We plan to have Events, Awards and even a TV show. They all have their part to play in getting change to happen
Possible TV Format
UK example
Celebrity Campaigning
Consumer Affairs
+
+
+
Online
Community
Humour
+
www.quietriots.com

We’re testing at launch international categories & country-specific ones
International Airlines, Environment
Country-specific (UK test market) Banks, Utilities, Hospitals, Schools, Councils

We have built the platform to be global because issues cross borders
If you’d like to help the rollout of Quiet Riots, please contact us

Now that Quiet Riots has launched our priority is to spread the word, get people Quiet Rioting and continually evolve the service

Because we’ve just started we can’t claim to have initiated any successful change in the world yet
Every click and every action adds up to something getting done
Updates are sent when significant change has been achieved

That’s been a lot of slides.What next?

If you’ve made it this far, watch this 5 minute video on YouTube to really get fired up
Network (1976)
http://www.youtube.com/watch?v=dib2-HBsF08

Thank you very much for your timePlease join in. Tell others.Give us your feedbackContact us at www.quietriots.comor send an email tofeedback@quietriots.com

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About Quiet Riots V11v2 Slideshare

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About Quiet Riots V11v2 Slideshare — Presentation Transcript