The Human Powered Enterprise

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How will social, mobile, robotics, DNA and augmentation change the Service Desk, the collaborative enterprise, the knoweldge worker and the knowledge conusumer. HDI Forums 2012 Memphis Oct 16-19
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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

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The Human Powered Enterprise

  1. 1. Social MediaNew media for communicating and a new contact channel
  2. 2. Agenda —  The Robotic Elephant in the Room —  The Service Desk —  The Collaborative Enterprise —  The Knowledge Worker —  The Knowledge Generating Consumer#HDIForums @servicesphere
  3. 3. Digital  Literacy   Knowledge Enterprise Work Collaboration Knowledge IT Service Consumption Desk#HDIForums @servicesphere
  4. 4. The Robotic Elephant In The Room Devices Applications Data —  Mobile Phones —  Social —  Data Traffic Network —  Tablets Apps —  Location —  Internet of Things —  Location —  Pattern Based Apps Recognition —  Quantified Self Sensors —  Medical —  Sentiment —  Biological#HDIForums Augmented Knowledge Transfer. @servicesphere
  5. 5. You’re Just Not Yourself •  You are augmented online •  You are augmented with technology offline. •  This makes you less HUMAN in the real world, and UNHUMAN in the virtual world.#HDIForums Would you tweet your mother with that fingers? @servicesphere
  6. 6. Social Media The Service Desk#HDIForums @servicesphere
  7. 7. Gartner’s Ideas —  Social —  Mobile —  Value#HDIForums It Must Be True, An Industry Analyst Said It. @servicesphere
  8. 8. #HDIForums @servicesphere
  9. 9. Support Today Support Is Support Isn’t —  Authenticity —  Metrics —  Collaborative —  Methods —  Commercial —  Frameworks —  Experiential —  Instant —  Answers —  Alternatives —  Tools —  Trusted —  Problems —  Hyper Local —  Incidents —  Frictionless —  Permissions —  Praise & Feedback#HDIForums @servicesphere
  10. 10. Consumer Tools#HDIForums @servicesphere
  11. 11. Social Media Plan You Industry Amplification Maturity Organization Help Desk Customer Maturity Exec Peers Global IT Enterprise Locations@servicesphere #LCOSummit
  12. 12. Facebook —  Employee to Employee —  Facebook Pages —  Facebook Commercial Solutions —  Facebook Custom Development Solutions (FBML) —  Facebook Groups —  Events that effect users.#HDIForums @servicesphere
  13. 13. Twitter —  Feedback —  Outages —  Innovation (listening) —  SMS Backbone —  Push Messages e.g. follow ‘helpdesk to 40404#HDIForums @servicesphere
  14. 14. Foursquare —  Location based Knowledge —  Tips/Tricks/FAQ’s based on geofencing. —  Photos of common objects people might be looking for specific areas.#HDIForums @servicesphere
  15. 15. LinkedIn —  Company Page —  Company Employee Group —  Company Product Group —  Company Alumni Group —  Events for the organization#HDIForums @servicesphere
  16. 16. Multimedia YouTube SoundCloud —  FAQ’s —  Short audio messages and updates. —  Unboxing Videos —  Collaborative audio —  Tutorials knowledge —  Staff introductions —  Best practice or —  Embeddable code and links to educational lessons. social network. —  Embeddable code and links to social network.#HDIForums @servicesphere
  17. 17. Blogging & More Blog Google Plus —  Blogging —  Help Desk page for tagging —  Help Desk Knowledge and supporting users. Highlights —  Alerts and updates —  Help Desk Staff Highlights —  Group administration —  Tumblr —  Group updates on projects, —  Event listings for changes integration into audio, and non critical updates. video, text and other systems.#HDIForums @servicesphere
  18. 18. More & More Pinterest Other —  Contxts —  Service Request Catalog —  SMS contact information for the Desk —  Service Pipeline Testing —  Social Sharing —  Buttons on knowledge, self service, incidents —  Crowd sourced Opinion on changes to systems or —  Social Login —  Janrain UI’s. —  Viddy —  15 Second FAQ —  SlideShare —  Presentations from the support desk. —  Embeddable code and links to social network.#HDIForums @servicesphere
  19. 19. A Channel (LINE UP) For Communication#HDIForums @servicesphere
  20. 20. Social Media The Collaborative Enterprise#HDIForums @servicesphere
  21. 21. ITSM Traditional Tools —  Most vendors have twitter integrations —  Zero vendors have Facebook Integration —  Some vendors have Activity Streams —  Limited number with Mobility features —  None have an Open Self Service —  Profile Services Missing From All —  Quantified Work Metrics Absent#HDIForums @servicesphere
  22. 22. Next Generation Tools#HDIForums @servicesphere
  23. 23. Social ITSM Requirements —  Profiles —  Streams —  Open Self Service (OSS) —  Comments —  Mobility (Not MOBILE) —  Location(Contextual)#HDIForums @servicesphere
  24. 24. Social ITSM Requirement Examples Collaboration#HDIForums @servicesphere
  25. 25. Social Media The Knowledge Worker#HDIForums @servicesphere
  26. 26. Skills Knowledge Work 2003 Knowledge Work 2013 1.  Email 1.  Work Narration 2.  Survey 2.  Experience Mapping 3.  Software Based 3.  Channel Based 4.  Document Based 4.  Link Based 5.  Team Player 5.  Network Player 6.  File Retrieval 6.  Knowledge Locker 7.  Relevance 7.  Context 8.  Soft Skills EQ 8.  Trust / Authenticity 9.  Out Sourcing / In Sourcing 9.  Personal Sourcing / Mall Sourcing 10.  Tasks 10.  Micro-Tasks#HDIForums @servicesphere
  27. 27. Skills Community IT Support Management Via Oscar Berg @oscarberg Customer Support Enterprise Collaboration Working Out Loud via @TheBrycesWrite#HDIForums @servicesphere
  28. 28. Tools For You For Robots For Others#HDIForums @servicesphere
  29. 29. Work Flow#HDIForums Trusted Source Engines Knowledge Lockers Trusted Source @servicesphere
  30. 30. Metrics Metrics 2003 Metrics 2013 1.  Annual Review 1.  Real Time & Mobile 2.  Resolution Management 2.  Opportunity Management 3.  Projects on Time / Budget 3.  Ideas on Innovation / Creativity 4.  Date, Time, Volume based 4.  Value based 5.  Peer Feedback 5.  Sentiment Analysis 6.  Knowledge Recorded 6.  Knowledge Shared 7.  Leadership 7.  Amplification#HDIForums @servicesphere
  31. 31. Metrics Communal Saba Personal#HDIForums @servicesphere
  32. 32. #HDIPhilly @servicesphere http://bit.ly/leadit#HDIForums Metrics@servicesphere
  33. 33. Knowledge Worker Consumer Social ifttt workflow enabled#HDIForums TIPS, TRICKS and CHRIS PRACTICES @servicesphere
  34. 34. Knowledge Worker Consumer Social Facebook LinkedIn —  Turn on Subscriptions —  RSVP Events / Create Events / Search Events —  Tune into Friends —  Enhanced Layout —  Learn your permissions —  Organizations —  Lists (Really close friends) —  Volunteer —  Projects —  Interest Lists (News and —  Skills Information) —  Publications#HDIForums @servicesphere
  35. 35. Knowledge Worker Consumer Social Twitter Google Plus —  Multiple Accounts (focus —  Google Events on your audience) —  Dialog from other social channels. E.g., start a —  Use Lists conversation on a topic from —  UNDER FOLLOW twitter/LinkedIn. —  Tagging people, places and things. —  Sharing up and downstream with circles. —  Public links to opinion#HDIForums @servicesphere
  36. 36. Knowledge Worker Consumer Social Pinterest Multimedia —  Customer Success Boards —  SoundCloud to listen and share media offline. —  Tech Idea Boards —  YouTube “Playlists” for —  To Read / Watch Boards video categorization. —  Video to Watch boards#HDIForums @servicesphere
  37. 37. Knowledge Worker Consumer Social Offline Books —  Instapaper —  Kindle Reader —  Save and Share articles offline —  Turn on “Show everyones —  Pocket highlights” —  Save and Share articles and —  Share passages to other multimedia. social networks —  Flipboard / Pulse Reader —  Save highlights to evernote from web page with clipper. —  Evernote —  PDF reader and distribution. —  Evernote Email Address for Newsletters, articles offline and work to process. —  iBooks —  Evernote Sharing of Notes publically —  PDF reading and distribution —  Evernote note merge. —  Evernote hash tag research —  Audible —  Offline listening#HDIForums @servicesphere
  38. 38. Knowledge Worker Consumer Social Other Other —  Skitch —  Reputation/Measure —  Annotate and share images —  TrustCloud, Klout, Peer Index, Kred, LinkedIn, to social networks, Google page Rank, Facebook evernote and privately. insights, LinkedIn stats —  Slideshare —  Home Page —  Share your knowledge and —  Flavors.me / About.me get feedback. —  Google.com/dashboard —  Quora —  Crowd sourced Questions#HDIForums @servicesphere
  39. 39. Social Media The Knowledge Generating Consumer (The Future of Work)#HDIForums @servicesphere
  40. 40. Datasexual Quantified Self Platforms 1.  Mobile Phone 1.  Big Data 2.  Wearable Sensors 2.  Little Data 3.  Calm Technology 3.  Experiential Data 4.  DNA Manipulation 4.  Atomic Data 5.  Quantum Computing 5.  Cosmic Data#HDIForums @servicesphere
  41. 41. Sensors 2010’s 2020’s 2030’s 3 *GeoLoqi#HDIForums @servicesphere
  42. 42. Sensors#HDIForums @servicesphere
  43. 43. Metrics#HDIForums Behold I send you out as sheep amidst the wolves. @servicesphere
  44. 44. C H R I S DA N C Yc h r i s . d a n c y @ s e r v i c e s p h e r e . c o m @ s e r v i c e s p h e r e

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