The Power of Social - Revolutions, Disasters and Tomorrows IT

The Power of Social - Revolutions, Disasters and Tomorrows IT SupportChristopher M. DancyDigital Engagement DirectorPink Elephant

• Consumerization• Social• Recommendation / Serendipity• Mobility• Appification• Super User v.2• Personal Sourcing• Collaboration• Gamification• The Future

Things To Remember • Cloud 5

Consumerization1999 Business Pushing into Home2011 Home Pushing into Business 6

Consumerization Expectations of The Enterprise Perception of The Enterprise 7

Sharing Curation Social Objects GaGa Glasses ProjectsSocial 8

Social

Recommendation / Serendipity {Geo + Graph} + Search Term = Recommendation 10

Enterprise KnowledgeRecommendation / Serendipity 11

Mobility 12

• IT’s ALIVE! – Touch – Gesture – See / Scan – Audio / Video – Locate / Geo / LBS/ IPS /NFC – Aware • HIVE MobileMobility 13

Appification 14

Appification

App Store App as a Platform HIVE APPSAppification 16

Appification

Gen Y, Gen Z, and Early AdoptersSuper User v2 20

Super User v2

Mobility, Social, Consumerization, Recommendation People Rank Work shifting KLOUT pay scaleSuper User v2 22

Super User v2

Rise of the Cubical EntrepreneurPersonal Sourcing 24

Personal Sourcing 25

Micro Service / Task CommunitiesPersonal Sourcing 26

Personal Sourcing

Shared Ideas Images Recommendations Documents FeelingsCollaboration 28

Collaboration 29

• Anne Dancy used us. • Jake has no friendsGamification

1. Appointment dynamic - a dynamic in which to succeed, one must return at a predefined time to take a predetermined action. (Think restaurant happy hours, or in Farmville, crop maintenance.) 2. Influence and status dynamic - the ability of one player to modify the behavior of anothers actions through social pressure (American Express Black Card, Modern Warware (Im a level 4 but desperately want to be a 10) 3. Progression dynamic - a dynamic in which success is granularly displayed and measured through the process of completing itemized tasks (LinkedIn: Your profile is 85% complete, seeing how many cups of coffee you need to buy to get a free one through a loyalty program) 4. Communal discovery - a dynamic wherein an entire community is rallied to work together to solve a challenge (Digg, which uses a community to find and source the best news, for example) Seth PriebatschGamification

Social IT Enterprise

“Dear CEO And CIOs,Where You Can Find No Case Study Or Best Practice, I Give You Permission To Lead”

• Analysts• Defined• Benefits• History Lesson• Consumer Tools• Enterprise Social 101• ServiceNow Social IT

Analysts

Defined“Social IT Is The Unification Of Customer Support, Help Desk, Basic Service Management, CRM & IT Support “

Defined“Social IT Is Nothing More & Nothing Less Than The Democratization Of The Information Custodian”

Benefit

DefinedNorma Rae • 1959 • Knowledge worker: one who works primarily with information or one who develops and uses knowledge in the workplace. Peter Drucker

Benefit

Benefit“Employees average 20 hours a weekmanaging 350 emails. This costs anaverage business of 50,000 anestimated US $1 billion every year.”Harvard 2008 Study

Benefit

FEAR Social business systems are designed to extract from employees rather than to contribute to employees’ larger selves.You will become aninnovation machine or aDATA PRODUCINGDRONE.

Consumer Tools POWERED

History• You’ve Got Mail

History• 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. -Toby Ward

platform of engagement is NOW -Pehong Chen

Consumer ToolsSKILLS

Enterprise Tools REQUIREMENTS1. Activity Streams permeate throughout transparency and openness: Therefore helping reduce the amount of noise you are exposed to, while interacting with others. Call it ambient intimacy, declarative living or, my all time favorite, “narrate your work.2. They help you, greatly, be done with the obsession to read AND respond to everything3. They facilitate serendipity and Informal Learning4. They help flatten organizations and traditionally hierarchical structures5. They inspire an open knowledge sharing culture 58

Enterprise Tools

Enterprise Tools REQUIREMENTSGroups Chat Micro Blogging Status Updates MentionsHash Tags Embed Any Profiles Voting Filters MediumShare External Group Service Oauth Location Mobile ServiceTrends Groups Audio Video Facebook IntegrationIdeaManagement

Enterprise Tools REQUIREMENTS F I LT E R S  REQUIREMENTS People  Save Filters Location  Trending Topics Time/ Date  Simulations Events  Predictions Topics 62

Enterprise ToolsREQUIREMENTS 63

Enterprise Tools REQUIREMENTSRequirementsTagging Follow (Any)Mention Filter 64

Enterprise ToolsPROCESS 65

Enterprise ToolsSkills

enterprises of tomorrow will be bought and sold on the value of their social capital, peopleKnowledge is living, today we can actually see are innovationit as the organism it is SOCIAL IT MEANS RETHINKING METRICS Design for the Loss of Control? "Information Overload" I reminded the team that we are in the business of "Information Management" INNOVATION MANAGEMENT

Christopher Dancy Digital Engagement Director ServiceSphere – A Pink Elephant Company@servicesphere Thank You

SESSION E VA L U AT I O N Text us at 22333 with Complete the session evaluation on the 18B01 A text Knowledge11 Portal OR 18B01 B text take survey 18B01 C textCase is not space is commentsimportant important are optional

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The Power of Social - Revolutions, Disasters and Tomorrows IT

by Chris Dancy on May 09, 2012

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