Quiet Riots - long story
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    Quiet Riots - long story Quiet Riots - long story Presentation Transcript

    • 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
      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
    • 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
    • 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
      Letter to the Organisation
    • 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:
      Quick Tips
      Suggestions to get attention
    • 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
      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
    • 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
      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
      Social Production
    • 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
    • Volunteers come from the 9% & 1% that contribute and do lots of the work
      Lots of the work
    • 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
    • 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
    • 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
    • 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
      Processing Tweets
    • There is a small full-time team mostly based in London made up of multiple nationalities
      Simon Darling
      CEO & Founder
      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
    • 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?
      No hatred, abuse and other obvious things
      Encourage & reward good behaviour
      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
    • 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)
    • 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