About Quiet Riots V11v2 Slideshare


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About Quiet Riots V11v2 Slideshare

  1. 1. People around the world are frustrated about many issues<br />
  2. 2. The issues that frustrate us cover all aspects of life<br />On hold for ages<br />Hospital hygiene<br />Deforestation<br />Class sizes<br />
  3. 3. People struggle to get something done about the issues they face<br />“No one listens”<br />“Faceless multinationals”<br />“Only get to vote every five years for change”<br />
  4. 4. Businesses & Government struggle too<br />“Hard to get our message across”<br />“We don’t want to lose customers”<br />“It’s sometimes hard to know what’s really bothering people”<br />
  5. 5. The web has connected us up which has helped with some issues<br />
  6. 6. But we are still often alone when dealing with organisations & trying to change things<br />
  7. 7. When dealing with organisations, it can feel an uneven match<br />
  8. 8. It often requires a huge time consuming effort to get the issue addressed<br />
  9. 9. What would happen if you could act as a group?<br />
  10. 10. Quiet Riots enables you to do this<br />
  11. 11. Quiet Riots puts two things together<br />&<br />
  12. 12. Riots describes groups of people who are upset and want change<br />
  13. 13. Quiet indicates the group is well behaved and respectful<br />
  14. 14. Quiet Riots is built to enable people to group up and change things<br />
  15. 15. To do that we’ve looked at why the web is still not that effective for getting change<br />
  16. 16. There are some areas where the web has been harnessed effectively<br />Obama’s election campaign<br />
  17. 17. And there are lots of pressure groups and forums that are effective<br />Pressure Group websites<br />Some petitions<br />Some Facebook Groups<br />
  18. 18. But there’s still lots of things in the world about us where the web isn’t helping us enough<br />
  19. 19. The internet is effective when it has organising infrastructure to unlock its potential<br />
  20. 20. Facebook provides infrastructure for you to connect with friends on the web<br />
  21. 21. LinkedIn provides infrastructure for people to build professional networks on the web<br />
  22. 22. Dating sites provide the infrastructure for us to date via the web<br />
  23. 23. The internet is missing several pieces of infrastructure to really unlock our ability to change things<br />
  24. 24. Four missing pieces of infrastructure<br />An issues database<br />People with the same issue can’t find each other & group up<br />Decision-maker hierarchies and responsePeople don’t know who is in charge & can’t converse <br />Tools to enable changeIneffective toolkit for a group to get something done<br />Volunteer tasksVolunteer energy not harnessed<br />
  25. 25. Quiet Riots provides these pieces of infrastructure on its platform<br />* Yes, this is a scary image. We don’t look like this.<br />
  26. 26. Missing Infrastructure 1:Issues Database<br />Parking tickets<br />School admissions<br />
  27. 27. At the moment, it’s hard for people who share an issue to find one another<br />
  28. 28. For example, people with an issue with overaggressive parking ticketing go to different places online & miss each other<br />
  29. 29. People with an issue with school admission policies struggle to find each other too<br />Email<br />
  30. 30. And customers of Ryanair across Europe who are upset about all the extra charges can’t find each other<br />
  31. 31. Quiet Riots organises issues so that people can find each other<br />
  32. 32. Two things that make the issues database possible<br />80/20 rule<br />Also known as (synonyms)<br />
  33. 33. The 80:20 rule means the most common issues can quickly be identified for each category<br />20% of the issues affect 80% of the people<br />People<br />Issues<br />
  34. 34. Also known as synonyms help people who share the same issue find each other<br />Missing Bags<br />Lost Luggage<br />Lost Bags<br />all lead to the same Lost Luggage Quiet Riot <br />
  35. 35. The issues database unlocks numerous benefits<br />People can cluster around issues<br />Organisations can be compared<br />Concise summaries for decision-makers<br />Aggregrate people across geographies<br />
  36. 36. Missing Infrastructure 2:Organisation hierarchy & response<br />How people are interacting <br />with organisations today<br />Quiet Riots reflects organisation hierarchy<br />Purpose built for organisations to engage<br />
  37. 37. People are increasingly using social media to engage with organisations<br />Twitterers get responses from Dell<br />Facebookers get coupons from L’Oreal<br />CEOs have blogs<br />
  38. 38. People also talk and sometimes engage with organisations at review and customer support websites<br />
  39. 39. People have set up sites to campaign about specific organisations<br />
  40. 40. Most of these sites are not purpose-built for the Organisation to engage effectively<br />
  41. 41. People need help identifying the senior decision-makers and communicating with them <br />Emilio BotinChairman<br />Grupo Santander, Spain<br />Jose Ortario<br />Managing Director<br />Santander UK<br />Jane Richards<br />Branch Manager<br />Abbey Winchester<br />
  42. 42. People also need help communicating with the companies that own the organisation they’re dealing with and are often in another country<br />owned by<br />
  43. 43. The people at the top of an organisation generally want to help<br />
  44. 44. People and organisations have inadequate infrastructure today to enable this communication<br />
  45. 45. Quiet Riots provides this missing infrastructure<br />Platformincludes:<br />Letter to the Organisation<br />Announcements<br />Responses<br />
  46. 46. Quiet Riots enables you to group up and add yourself to an Open letter to the Organisation<br />
  47. 47. The Letter succinctly communicates the key issues the group has<br />
  48. 48. The Letter also includes comparisons with other organisations<br />
  49. 49. 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<br />
  50. 50. Because the Letter is sitting on the web, it’s easy for everyone to see including employees of the organisation<br />Every Organisation will not be checking Quiet Riots every day<br />But in larger organisations it’s likely that some employees will check it out even if only for fun<br />
  51. 51. Organisations have a dashboard to respond to Quiet Rioters<br />
  52. 52. An Organisation can make an Announcement to all Quiet Rioters<br />
  53. 53. An Organisation can respond to your experience<br />
  54. 54. You are sent an email notification when the Organisation responds <br />
  55. 55. An Organisation accesses their dashboard via a verification process<br />Company account verified by email<br />Within 24 hours<br />The Administrator is then granted access to the Organisation Dashboard<br />
  56. 56. All Organisations get a certain volume of responses and announcements per month for free<br />Organisations get value from Quiet Riots and we want to capture some of that to pay for the service<br />We are working with Organisations to determine the best pricing approach<br />
  57. 57. Missing Infrastructure 3:Tools for change<br />Change is a process<br />Tools are needed to support these steps<br />Quiet Riots starts with tools to share:<br />Experiences<br />Quick Tips<br />Suggestions to get attention<br />Proposals<br />
  58. 58. There is no shared understanding of how change happens <br />
  59. 59. Quiet Riots is built on a change process that is a blend of various existing models<br />Burning <br />Platform<br />Engage<br />Vary<br />Select<br />The need to jump from the current situation<br />Ideas & proposals generated<br />A decision is made and implemented<br />Relevant parties all engage<br />
  60. 60. Quiet Riots’ initial tools enable communication at each step<br />Burning <br />Platform<br />Engage<br />Vary<br />Select<br />
  61. 61. Share your experience is an opportunity to get it off your chest <br />Read other people’s experiences<br />Get comments on your own<br />Get a response from the organisation<br />
  62. 62. Tips is a source of great advice from other Quiet Rioters<br />Many people have tips they want to share with others<br />
  63. 63. Get attention is where Quiet Rioters are creative about ways to engage the decision makers<br />A Quiet Rioter offers to dress up as a chicken outside an Organisations’ offices to get noticed and broadcast it live<br />Another Quiet Rioter creates a Powerpoint presentation as a way to get the message across<br />
  64. 64. Proposal is where your ideas are shared and debated <br />Who’s for? & Who’s against?<br />Organisations can participate<br />User ratings<br />
  65. 65. Profile allows you to see what others are Quiet Rioting about<br />
  66. 66. Send a message enables you to connect up with others that share your issue<br />
  67. 67. Follow another user to keep up to date with their Quiet Rioting<br />
  68. 68. Comment on people’s experiences, tips and thoughts<br />You are sent an email notification when someone comments on your experience<br />
  69. 69. There are many participants in change <br />Pressure Groups<br />Celebrities<br />Bloggers<br />Regulators<br />Politicians<br />Journalists<br />and more<br />
  70. 70. Quiet Riots is a place for all these participants<br />Over time, we plan to build tools tailored to the needs of each of these<br />Even now, all are able to participate<br />
  71. 71. Missing Infrastructure 4:Volunteer tools<br />People have passions<br />90:9:1<br />Social Production<br />Wikipedia<br />
  72. 72. Quiet Riots touches subjects people are passionate about which means people volunteer their time<br />
  73. 73. 90-9-1 describes differing levels of contribution in online communities<br />90% of participants consume 9% contribute1% do most of the work<br />Lots of the work<br />Contribute<br />Consume<br />
  74. 74. Volunteers come from the 9% & 1% that contribute and do lots of the work<br />Lots of the work<br />Volunteers<br />Contribute<br />Consume<br />
  75. 75. Wikipedia has been built by volunteer contributors & administrators<br />
  76. 76. Facebook has been translated into multiple languages by an army of volunteers<br />
  77. 77. Making the tasks for volunteers small and modular is key<br />Yochai Benkler describes how Wikipedia makes it quick & easy for someone to engage in “social production”<br />
  78. 78. Quiet Riots has started with a few modular tasks with many more needed<br />Tweet processing<br />Add organisations & decision makers<br />Add Quiet Riots<br />Translate<br />
  79. 79. Volunteers process Tweets to recommend Quiet Riots to Twitterers<br />
  80. 80. Tweet processing by the volunteer triggers a response recommending a Quiet Riots<br />
  81. 81. Some Quiet Rioters volunteer their time to build & maintain the issues database<br />It’s both an art and a science defining issues<br />Issues need to be instantly recognisable<br />Issues need to be defined so they are not too small and not too big<br />Industry experts are a good source of top issues<br />
  82. 82. Time to catch your breath. We’ve now covered the four pieces of missing infrastructure that Quiet Riots provides<br />
  83. 83. Now let’s look at how people get started using Quiet Riots<br />
  84. 84. The initial energy for change does not come from those that are happy & content<br />
  85. 85. The energy for change comes from when you are unhappy about something<br />
  86. 86. With Quiet Riots you can start getting something done about it without much effort<br />Tweet about it<br />Visit quietriots.com<br />Other ways coming soon:<br />via Facebook<br />via iPhone<br />via text message (maybe)<br />
  87. 87. Add #quietriots or @quietriots to your Tweet and we’ll send a link to a relevant Quiet Riot if we have one<br />#quietriots<br />@quietriots<br />
  88. 88. Visit www.quietriots.com <br />Local domains coming before too long<br />
  89. 89. Start with Share your experience.It is cathartic for a lot of people<br />
  90. 90. Share positive experiences as well because it’s not all bad<br />
  91. 91. Once you’ve shared your experience, you are guided towards constructive next steps<br />Letter to the Organisation<br />Read Quick Tips<br />Share ideas & proposals<br />Suggestions to get attention<br />Comment<br />
  92. 92. Now that’s covered, there are a few remaining questions answered next<br />
  93. 93. Now we’ve said what we’re all about what else do you want to know?<br />Who’s the team?<br />How is it funded?<br />How are you different to Get Satisfaction?<br />How does Quiet Riots manage its communities?<br />What are future developments<br />What isthe rollout plan?<br />
  94. 94. Who is the team behind Quiet Riots?<br />The team consists of: <br />A small full-time team <br />A growing team of volunteers doing specific tasks:<br />Populating databases<br />Translating<br />Processing Tweets<br />
  95. 95. There is a small full-time team mostly based in London made up of multiple nationalities<br />Simon Darling<br />CEO & Founder <br />Previously:<br />VP Marketing at Skype<br />Marketing Director eBay UK<br />Founder & Director, Fonepark<br />Finance & Marketing Manager, Unilever<br />Tom Valentine<br />(yes, a Darling and a Valentine are working together)<br />Product and Community<br />
  96. 96. Quiet Riots Team<br />Ciaran Kelly<br />Technical Project Manager<br />Marcela Machuca <br />Interaction Designer<br />Erlend Kjellstad<br />Finance, Legal & HR<br />John Pollock<br />Content & Design<br />
  97. 97. We each have our own set of Quiet Riots<br /> Simon’s Quiet Riots include:<br /><ul><li>Out of date teaching methods
  98. 98. No one takes responsibility at Sky
  99. 99. Annoying automated voice at Orange</li></li></ul><li>We’re hiring<br />Hiring a great tech team is hard. <br />If you know of great developers who’d like to work with us, put them in contact<br />Our platform is built in Ruby on Rails<br />Based in office in Richmond, London, UK<br />jobs@quietriots.com<br />
  100. 100. How is Quiet Riots funded?<br />
  101. 101. Quiet Riots has been self-funded to date and is now raising money<br />It’s been funded to date by Simon Darling<br />Quiet Riots is now raising money<br />In an ideal world, Quiet Riots would be crowdfunded<br />We need to be publicly listed for that so that’s not an option yet <br />
  102. 102. Some people ask “How does Quiet Riots differ from Get Satisfaction?”<br />We are complementary to Get Satisfaction<br />Get Satisfaction is an online service where people get support from a community of users and employees www.getsatisfaction.com<br />The purpose of Quiet Riots is a bit different to this. Quiet Riots is focused on enabling change.<br />We are similar in the way that both services enable users to help each other and for organisations to engage with them<br />Where we differ is:<br />Quiet Riots groups people up around issues that flow across organisations.<br />We compare organisations by issue.<br />We have a focus on getting the attention of the organisation through mechanisms like the Letter.<br />We both address long-term issues that people have but Quiet Riots has more focus on this including political issues.<br />
  103. 103. How does Quiet Riots manage its communities?<br />Policies<br />No hatred, abuse and other obvious things<br />Culture<br />Encourage & reward good behaviour<br />Tools<br />Report this, Ratings<br />
  104. 104. Quiet Riots is a Prototype. Not everything is perfect<br />This means that everything isn’t perfect and we’re working on improving it<br />We wanted to get launched so we could learn as quickly as possible with real users<br />
  105. 105. We are investing in building our databases and in improving our search engine<br />Search is key to finding the issue and the organisation that matters to you<br />We have a very basic search engine at present.<br />It will get better.<br />
  106. 106. Many things are planned for the future including an iPhoneApp, a Facebook App & we will open up an API<br />
  107. 107. 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<br />Possible TV Format<br />UK example<br />Celebrity Campaigning<br />Consumer Affairs<br />+<br />+<br />+<br />Online <br />Community<br />Humour<br />+<br />www.quietriots.com<br />
  108. 108. We’re testing at launch international categories & country-specific ones<br />International Airlines, Environment<br />Country-specific (UK test market) Banks, Utilities, Hospitals, Schools, Councils<br />
  109. 109. We have built the platform to be global because issues cross borders<br />If you’d like to help the rollout of Quiet Riots, please contact us<br />
  110. 110. Now that Quiet Riots has launched our priority is to spread the word, get people Quiet Rioting and continually evolve the service<br />
  111. 111. Because we’ve just started we can’t claim to have initiated any successful change in the world yet<br />Every click and every action adds up to something getting done<br />Updates are sent when significant change has been achieved<br />
  112. 112. That’s been a lot of slides.What next?<br />
  113. 113. If you’ve made it this far, watch this 5 minute video on YouTube to really get fired up<br />Network (1976)<br />http://www.youtube.com/watch?v=dib2-HBsF08<br />
  114. 114. 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<br />