Social IT: Leveraging Our Experiences from the Social Realm
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Social IT: Leveraging Our Experiences from the Social Realm
- 1. Social IT: Leveraging Our Experiences from the Social Realm
- 2. Social Media: New Hotness or the Same Old Thing?
- 3. How Did Social Media Change Customer Interaction? Social Media Customers and providers on the same playing field Direct interaction Connected communication
- 5. How Do I Build “Social” Value?
- 6. Brands are for Marketing, not IT, right? Your services are now your brands… start treating them that way so your customers build trust and value! The power of a 30 second video.
- 7. Worker Index Score Reach Influence Impact Relevance Is there a Klout Score for the Knowledge Worker?
- 8. Pix A picture is 1000 words, a picture today is worth a million data points… • authored • time-stamped • meta-tagged • OS-coded • geo-tagged • event-driven • people-tagged • hash-tagged • shared • view-counted • liked • commented • retweeted • linked • pinned • memed LIKE A GOOD NEIGHBOR… #LADrivers
- 11. Why I Still Want to #KILLEMAIL EMAIL #FAIL Can you measure impact and influence via email? • Only if you have a CRM that is tracking contacts Can you maximize your static content reach via email? • Aren’t most emails with links skipped, spammed, or considered phishing? Format hell • Rich Text (what’s rich about it?) • HTML (great, banners and headers and junk added to my email and stripped out by most systems) • Plain Text (Re: Re: Re: >> >> >> >>) • Don’t you hate it when you open an email on your phone and the text is illegibly small? Attachments: Come on… it's 2012, you are not helping anyone. Crowdsourcing actually works better… Major Changes from the Major Players • Facebook effectively killed email… why? It sucks is not very cool • Twitter limits EVERYTHING so you get to the POINT! • Gmail integrates chat and email • Gmail doesn't do folders (they believe in search and meta) • It's about open communication and sharing, not closed email
- 12. Practical Steps for Social IT and Social Media • Investigate yourself • Investigate your organization • Think like a Brand – Cultivate your audience – Influence your influencers – Stay relevant • ALWAYS think value (for the biz or for your customers) • Try a grassroots approach to Social IT and collaboration • Embrace the fact that most major toolsets will have a social component or integration in the near future • Realize that the same rules for good communication still apply • Listen… Pause… Then think if a response is appropriate • Bigdata vs Metadata “If you don’t like what is being said, change the conversation.” – Don Draper
- 14. Bonus Slides
- 15. The Privacy Backlash • (Wickr/Burst/Snapchat) • Closed groups • Timed messages • Timed images • Encrypted networks
- 16. Gamification • Make it fun • Encourage and reinforce behaviors • Engagement • Think “sneaky”: buttons, badges, icons
Editor's Notes
- Shiny PackageSame problem inside: CommunicationThe same good rules that applied to communications still apply today, the delivery is the only major differenceJust like Amazon, Napster, Netflix, Blogs/Websites change Shopping, Books, Music, Movies, and the News; Social Media is now changing communication/knowledge/collaboration
- your friends/followers see what you say and what they sayMETADATA – One of the other major things Social has done to customer interaction is adding contextual awareness. Better real-time targeting.
- Value (engage the customer, build trust, build brand, chances to teach per contact instead of break/fix)Metrics (creation/curation/consumption, social interaction, satisfaction index, service perception, influence)Data (Meta, embedded data, location/context)Knowledge (crowd sourcing, experts on demand, shared experiences)
- VALUEExample:What has the budget been for my LMUPulse team? $0 (but I do pay them as work study). Collect data on the university, find trends, experiment with influence, share your perspective as students at LMUWhat is the value? Tapingo, Loyolan, Athletics, Admissions, Mane Entertainment all are reaching out to "partner" with us for communications. Why? Because we have reach and influence, sometimes in areas that regular administration is not allowed to participate.Facebook Groups for Incoming students
- VALUEhttp://www.webex.com/how-to/index.htmlIT is this generation's Mad Men: don’t be afraid to channel your inner Don Draper.The power of the 30 second spot (YouTube) This might be social media’s best and most overlooked contributionDo you think of your services as brands?Your group is a brand too.Interesting side note: many of us work on our “personal brands” but we don’t apply that intuition to our departments and services.
- METRICSCommon factors in Klout, Kred, PeerIndex, and other Analytics:In ITSM: Knowledge creation, knowledge contribution, knowledge usage, posts, reads, likes, comments,satisfaction surveys, usageDo you have a strong service catalog or request management process? Are your techs promoting your brand? Are you getting more requests for these items? Are you using email to promote or more than that: portal, targeted, social media, demos, webinars, videos (youtube/vimeo)? Paper media? Ads? What's the cost of that vs social media? Can you get Metrics out of your traditional ads/media?Aren't social media client MORE likely to respond or look into your offerings?Are you making “Quality Contacts”?DRAPER: “You are the product. You feeling something. That’s what sells. Not them. Not sex. They can’t do what we do, and they hate us for it.” Evolution of the Service Desk (Gartner) to a Business Productivity Team, Chris called this a “jobs program”AVIS example: “We Try Harder”
- DATAReal world example: my previous hit and run.I didn’t even realized how much Metadata there was from this one picture until I started analyzing it in more detail.This is the META OF MEContext Aware Data (Gartner Article)I preach the value of pictures and images in social media to my Pulse group every day
- DATA > Leading to KnowledgeI can toss this smart device or laptop off the building, but what I create and share is still being preserved.Digital LockersCloud storage and syncingSocial networksMemolane and Facebook timelineAutomation: IFTTT, account integration, and schedulingMy brain, online: Google Drive/Dropbox/Evernote/Hootsuite/Memolane/Pocket/App Stores/Roboform/WhisperNetThis change, along with METADATA takes us forward to the new Knowledge Management
- KNOWLEDGEWhat can’t you figure out how to do from Youtube?Experts on demand: Twitter, CrowdsourcingPowerful groups connecting on topics: Back2ITSM on FB, ORG based groups on LinkedIn, Hashtags and @s on TwitterMETA WORLD: Yelp and Foursquare should be your new models: pictures, ratings, feedback, tips, what did you really like, tips, basic information, ownership, CONTEXT AWARE DATA or KNOWLEDGE:location awarenessWHAT IF YOU APPLIED EVEN A LITTLE OF THIS TO YOUR WORKFORCE OR ORGANIZATION???
- What is the chance of Crowdsourcing an answer if your CC and BCC EVERYONE? Probably less than 1% since they weren’t planning on being part of your discussion until you blindly included them. NO CONTEXT (I love reading from the bottom up for 30 minutes to find out this doesn’t apply to me, don’t you?)
- Don Draper: “if you don’t like what is being said, change the conversation”
- Add application imagesClosed Groups: FB groups, Circles, Private Social NetworksTimed everything (I trust you, just not forever)Encryption: we don’t want to share EVERYTHING with Google and Apple, right?