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No Person is an Island: 
How Relationships Make Things Better 
Ian Glazer 
Senior Director, Identity 
Salesforce 
@iglazer
What have we done?
Manage the outside world 
like the inside world
Customers and Partners 
= 
Employees
We’ve done poorly
“Treat your customers 
like your employees” 
– No one. Ever.
DEDICATION 
Taking money out of your pocket and 
putting it into ours
mysql> select * from users; 
+----+--------+--------+----------------------+ 
| id | f_name | l_name | email | 
+----+----...
Bobby 
Scott 
Us Daisy
dc=com 
| 
dc=example 
| 
ou=north 
| 
cn=Bobby Tables, mail=lil_bob@xkcd.com 
| 
ou=west 
| 
cn=Daisy Jensen, mail=daisyp...
♡
Bobby 
Scott 
Us Daisy
We knew this wasn’t 
going to work.
We’ve known this wasn’t 
going to work…
since 1623!
Reports To 
Reports To 
Works with 
Reports To
Owns 
Owns 
Reports To 
Works with 
Reports To 
Owns 
Reports To
Owns 
Paired 
Sends 
data to 
Controls 
Reports To 
Works with 
Reports To 
Owns 
Owns 
Uses 
Reports To 
Gets data from 
...
Reports To 
Reports To 
Paired 
Owns 
Uses 
Constrains 
Choice Of 
Works with 
Controls 
Reports To 
Owns 
Owns 
Uses 
Get...
Reports To 
Reports To 
Paired 
Owns 
Controls 
Reports To 
Constrains 
Choice Of 
Drives Uses 
Works with 
Owns 
Owns 
Us...
The Connected World
What should we do?
Acknowledge that 
relationships exist
Your customers 
Their things 
You
Person
Person
Design systems and 
processes using 
relationships
This isn’t new
Org 
Person 
Person 
Person 
Person 
C 
R 
M
Org 
Person 
Person 
Person 
Person 
Customer 
Relationship 
Management
Org 
Person 
Org 
Org 
Org 
V 
R 
M
Org 
Person 
Org 
Org 
Org 
Vendor 
Relationship 
Management
Org 
Person 
Person 
Person 
Org 
Person 
Org 
Thing 
Thing
Org 
Person 
Person 
Person 
Org 
Person 
Org 
Thing 
Thing 
I 
R 
M
Org 
Person 
Person 
Person 
Org 
Person 
Org 
Thing 
Thing 
Identity 
Relationship 
Management
Identity Relationship 
Management
Relationships can 
re-humanize our 
digital interactions
“It’s not a person. 
It’s just a post on a screen.” 
– Every troll on the Internet
Platforms meant to 
provide human-to-human 
interactions, contact, and 
closeness at scale
often dehumanize those 
very interactions.
Use relationships to 
manage our interactions
mysql> select count(*) from users where 
happy_to_be_row=‘TRUE'; 
+----------+ 
| count(*) | 
+----------+ 
| 0 | 
+------...
Thing 
Thing 
Thing 
Thing 
Thing 
Thing 
Thing 
Thing Us
Thing 
Person 
Thing 
Thing 
Thing 
Thing 
Thing 
Thing 
Thing Us
What I know about 
relationships:
Scalability
• Number of actors 
• Number of attributes 
• Number of relationships
• Number of actors 
• Number of attributes 
• Number of relationships 
• Administration
Select a device to manage: EB:43:F6:F8:18:31 
00:0D:58:AB:9B:FC 
B7:E8:56:E7:0C:96 
E8:DD:27:0F:B1:5D 
00:0E:60:5C:81:7E 
...
00:0E:58:7C:50:CA 
00:0E:58:7B:50:B1 
00:11:D9:40:90:0E 
00:11:D9:64:CD:0A 
6B:70:9F:D0:B6:91 
8C:2E:AA:40:DF:79 
00:08:9B...
EB:43:F6:F8:18:31 
00:0D:58:AB:9B:FC 
B7:E8:56:E7:0C:96 
E8:DD:27:0F:B1:5D 
00:0E:60:5C:81:7E 
00:0D:58:5C:87:A2 
21:C9:D0...
Acknowledgeable
Happy birthday to 
my super awesome partner 
who doesn’t know who I am
All parties need to know
Asymmetry of Power
Law of Gross 
Tonnage
Law of Gross 
Tonnage
Provable
Single Party Asserted: 
X relates to Y because X says so 
I work for her
Multi-Party Asserted: 
X relates to Y because X and Y say so 
She 
works 
I work for her for me
3rd-Party Asserted: 
X relates to Y because Z says so 
HR 
Sally works 
for Mary
Social network can be 
that authority
Authority for devices and 
things?
Actionable
Can perform 
actions Z, Y, Z 
Can perform 
actions Q, W, E
Can perform 
actions Z, Y, Z 
Can perform 
actions Q, W, E
Can perform 
actions Z, Y, Z 
Can perform 
actions Q, W, E
? 
?
Constrainable
With my permission, 
it can report location 
It can constantly 
report energy use 
It can only be used 
by customers with ...
Consent 
Consent 
It can only be used 
by customers with 
active licenses
Consent 
Consent 
DRM
Immutable
Built by 
Built by
Transferable
Temporary Transference 
Client
Temporary Transference 
Delegate 
Client 
Acts on behalf 
off client
Temporary Transference 
Client 
Acts on behalf 
off client
Temporary Transference 
Client
Permanent Transference 
Owns
Permanent Transference 
Owns 
Customer Of
Permanent Transference 
Owns 
Customer Of
Activatable
Inactive relationships 
Drives Insures 
Manufactured By
Active Relationships
Active Relationships
Active Relationships 
Customer
Active Relationships 
Customer 
Owns 
Possesses
Active Relationships 
Customer 
Owns 
Owns 
Possesses 
Associated
Active Relationships 
Customer 
Owns 
Owns 
Possesses 
Associated
Active Relationships 
Customer 
Owns 
Owns 
Possesses 
Associated
Revocable
Right to be Forgotten
Oh yeah life goes on
Oh yeah life goes on
Long after the thrill
Long after the thrill
Of the relationship is gone
Of the relationship is gone
Owns Paired 
Owns 
Built By 
Acts on behalf of
Owns Paired 
Owns 
Built By 
Acts on behalf of
Owns Paired 
Owns 
Built By 
Acts on behalf of
Owns 
Paired 
Built By 
Acts on behalf of
There’s 
still data 
here 
There’s 
still data 
here
Relationships
• Scalable 
Relationships
• Scalable 
Relationships 
• Acknowledgeable & Provable
• Scalable 
Relationships 
• Acknowledgeable & Provable 
• Actionable & Constrainable
• Scalable 
Relationships 
• Acknowledgeable & Provable 
• Actionable & Constrainable 
• Immutable & Transferable
• Scalable 
Relationships 
• Acknowledgeable & Provable 
• Actionable & Constrainable 
• Immutable & Transferable 
• Activ...
How would things get 
better?
Behave like we do in 
the real world
with all the efficiencies of 
the online world.
How and What 
People and Things
How can we use 
relationships?
I don’t know.
I need your help.
Identity 
Relationship 
Management 
Working Group 
http://kantarainitiative.org/confluence/display/irm/Home
You
You 
Person 
Thing
You 
Partner 
Person 
Thing 
Thing
You 
Partner 
Person 
Person 
Org 
Thing 
Thing
Org 
You 
Person 
Partner 
Person 
Person 
Org 
Thing 
Thing
Bobby 
Scott 
Us Daisy
Rich 
Meaningful 
Manageable 
Humanizing
Thanks! 
iglazer@salesforce.com 
@iglazer
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
No Person is an Island: How Relationships Make Things Better
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No Person is an Island: How Relationships Make Things Better

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My slides from Defrag in which I discuss how relationships and identity relationship management can improve interactions with customers and rehumanize our digital world. These make much more sense if you read the speech here: http://wp.me/p4ro7X-2ux

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No Person is an Island: How Relationships Make Things Better

  1. 1. No Person is an Island: How Relationships Make Things Better Ian Glazer Senior Director, Identity Salesforce @iglazer
  2. 2. What have we done?
  3. 3. Manage the outside world like the inside world
  4. 4. Customers and Partners = Employees
  5. 5. We’ve done poorly
  6. 6. “Treat your customers like your employees” – No one. Ever.
  7. 7. DEDICATION Taking money out of your pocket and putting it into ours
  8. 8. mysql> select * from users; +----+--------+--------+----------------------+ | id | f_name | l_name | email | +----+--------+--------+----------------------+ | 1 | Bobby | Tables | lil_bob@xkcd.com | | 2 | Scott | Tiger | housecat@oracle.com | | 3 | Babs | Jensen | daisypop89@gmail.com | +----+--------+--------+----------------------+ 3 rows in set (0.00 sec)
  9. 9. Bobby Scott Us Daisy
  10. 10. dc=com | dc=example | ou=north | cn=Bobby Tables, mail=lil_bob@xkcd.com | ou=west | cn=Daisy Jensen, mail=daisypop89@gmail.com cn=Scott Tiger, mail=housecat@oracle.com
  11. 11.
  12. 12. Bobby Scott Us Daisy
  13. 13. We knew this wasn’t going to work.
  14. 14. We’ve known this wasn’t going to work…
  15. 15. since 1623!
  16. 16. Reports To Reports To Works with Reports To
  17. 17. Owns Owns Reports To Works with Reports To Owns Reports To
  18. 18. Owns Paired Sends data to Controls Reports To Works with Reports To Owns Owns Uses Reports To Gets data from Owns
  19. 19. Reports To Reports To Paired Owns Uses Constrains Choice Of Works with Controls Reports To Owns Owns Uses Gets data from Sends data to Owns Drives Uses
  20. 20. Reports To Reports To Paired Owns Controls Reports To Constrains Choice Of Drives Uses Works with Owns Owns Uses Gets data from Sends data to Owns Uses Can send data to Ridden in Ridden in
  21. 21. The Connected World
  22. 22. What should we do?
  23. 23. Acknowledge that relationships exist
  24. 24. Your customers Their things You
  25. 25. Person
  26. 26. Person
  27. 27. Design systems and processes using relationships
  28. 28. This isn’t new
  29. 29. Org Person Person Person Person C R M
  30. 30. Org Person Person Person Person Customer Relationship Management
  31. 31. Org Person Org Org Org V R M
  32. 32. Org Person Org Org Org Vendor Relationship Management
  33. 33. Org Person Person Person Org Person Org Thing Thing
  34. 34. Org Person Person Person Org Person Org Thing Thing I R M
  35. 35. Org Person Person Person Org Person Org Thing Thing Identity Relationship Management
  36. 36. Identity Relationship Management
  37. 37. Relationships can re-humanize our digital interactions
  38. 38. “It’s not a person. It’s just a post on a screen.” – Every troll on the Internet
  39. 39. Platforms meant to provide human-to-human interactions, contact, and closeness at scale
  40. 40. often dehumanize those very interactions.
  41. 41. Use relationships to manage our interactions
  42. 42. mysql> select count(*) from users where happy_to_be_row=‘TRUE'; +----------+ | count(*) | +----------+ | 0 | +----------+ 1 row in set (0.00 sec)
  43. 43. Thing Thing Thing Thing Thing Thing Thing Thing Us
  44. 44. Thing Person Thing Thing Thing Thing Thing Thing Thing Us
  45. 45. What I know about relationships:
  46. 46. Scalability
  47. 47. • Number of actors • Number of attributes • Number of relationships
  48. 48. • Number of actors • Number of attributes • Number of relationships • Administration
  49. 49. Select a device to manage: EB:43:F6:F8:18:31 00:0D:58:AB:9B:FC B7:E8:56:E7:0C:96 E8:DD:27:0F:B1:5D 00:0E:60:5C:81:7E 00:0D:58:5C:87:A2 21:C9:D0:11:7B:79 00:0E:58:7C:50:CA 00:0E:58:7B:50:B1 00:11:D9:40:90:0E 00:11:D9:64:CD:0A 6B:70:9F:D0:B6:91 8C:2E:AA:40:DF:79 00:08:9B:DA:10:DC 21:C8:D0:11:7B:79 00:0D:46:AB:9B:FC 00:12:D8:40:90:0E 00:0E:59:7B:50:B2 E8:DD:28:0F:B1:45 00:0E:58:7C:50:CA
  50. 50. 00:0E:58:7C:50:CA 00:0E:58:7B:50:B1 00:11:D9:40:90:0E 00:11:D9:64:CD:0A 6B:70:9F:D0:B6:91 8C:2E:AA:40:DF:79 00:08:9B:DA:10:DC 21:C8:D0:11:7B:79 00:0D:46:AB:9B:FC 00:12:D8:40:90:0E 00:0E:59:7B:50:B2 E8:DD:28:0F:B1:45 EB:43:F6:F8:18:31 00:0D:58:AB:9B:FC B7:E8:56:E7:0C:96 E8:DD:27:0F:B1:5D 00:0E:60:5C:81:7E 00:0D:58:5C:87:A2 21:C9:D0:11:7B:79 EB:43:F6:F8:18:31 00:08:9B:DA:10:DC 00:11:D9:40:90:0E
  51. 51. EB:43:F6:F8:18:31 00:0D:58:AB:9B:FC B7:E8:56:E7:0C:96 E8:DD:27:0F:B1:5D 00:0E:60:5C:81:7E 00:0D:58:5C:87:A2 21:C9:D0:11:7B:79 00:0E:58:7C:50:CA 00:0E:58:7B:50:B1 00:11:D9:40:90:0E 00:11:D9:64:CD:0A 6B:70:9F:D0:B6:91 8C:2E:AA:40:DF:79 00:08:9B:DA:10:DC 21:C8:D0:11:7B:79 00:0D:46:AB:9B:FC 00:12:D8:40:90:0E 00:0E:59:7B:50:B2 E8:DD:28:0F:B1:45 00:0E:58:7C:50:CA E8:DD:27:0F:B1:5D 6B:70:9F:D0:B6:91
  52. 52. Acknowledgeable
  53. 53. Happy birthday to my super awesome partner who doesn’t know who I am
  54. 54. All parties need to know
  55. 55. Asymmetry of Power
  56. 56. Law of Gross Tonnage
  57. 57. Law of Gross Tonnage
  58. 58. Provable
  59. 59. Single Party Asserted: X relates to Y because X says so I work for her
  60. 60. Multi-Party Asserted: X relates to Y because X and Y say so She works I work for her for me
  61. 61. 3rd-Party Asserted: X relates to Y because Z says so HR Sally works for Mary
  62. 62. Social network can be that authority
  63. 63. Authority for devices and things?
  64. 64. Actionable
  65. 65. Can perform actions Z, Y, Z Can perform actions Q, W, E
  66. 66. Can perform actions Z, Y, Z Can perform actions Q, W, E
  67. 67. Can perform actions Z, Y, Z Can perform actions Q, W, E
  68. 68. ? ?
  69. 69. Constrainable
  70. 70. With my permission, it can report location It can constantly report energy use It can only be used by customers with active licenses
  71. 71. Consent Consent It can only be used by customers with active licenses
  72. 72. Consent Consent DRM
  73. 73. Immutable
  74. 74. Built by Built by
  75. 75. Transferable
  76. 76. Temporary Transference Client
  77. 77. Temporary Transference Delegate Client Acts on behalf off client
  78. 78. Temporary Transference Client Acts on behalf off client
  79. 79. Temporary Transference Client
  80. 80. Permanent Transference Owns
  81. 81. Permanent Transference Owns Customer Of
  82. 82. Permanent Transference Owns Customer Of
  83. 83. Activatable
  84. 84. Inactive relationships Drives Insures Manufactured By
  85. 85. Active Relationships
  86. 86. Active Relationships
  87. 87. Active Relationships Customer
  88. 88. Active Relationships Customer Owns Possesses
  89. 89. Active Relationships Customer Owns Owns Possesses Associated
  90. 90. Active Relationships Customer Owns Owns Possesses Associated
  91. 91. Active Relationships Customer Owns Owns Possesses Associated
  92. 92. Revocable
  93. 93. Right to be Forgotten
  94. 94. Oh yeah life goes on
  95. 95. Oh yeah life goes on
  96. 96. Long after the thrill
  97. 97. Long after the thrill
  98. 98. Of the relationship is gone
  99. 99. Of the relationship is gone
  100. 100. Owns Paired Owns Built By Acts on behalf of
  101. 101. Owns Paired Owns Built By Acts on behalf of
  102. 102. Owns Paired Owns Built By Acts on behalf of
  103. 103. Owns Paired Built By Acts on behalf of
  104. 104. There’s still data here There’s still data here
  105. 105. Relationships
  106. 106. • Scalable Relationships
  107. 107. • Scalable Relationships • Acknowledgeable & Provable
  108. 108. • Scalable Relationships • Acknowledgeable & Provable • Actionable & Constrainable
  109. 109. • Scalable Relationships • Acknowledgeable & Provable • Actionable & Constrainable • Immutable & Transferable
  110. 110. • Scalable Relationships • Acknowledgeable & Provable • Actionable & Constrainable • Immutable & Transferable • Activatable & Revocable
  111. 111. How would things get better?
  112. 112. Behave like we do in the real world
  113. 113. with all the efficiencies of the online world.
  114. 114. How and What People and Things
  115. 115. How can we use relationships?
  116. 116. I don’t know.
  117. 117. I need your help.
  118. 118. Identity Relationship Management Working Group http://kantarainitiative.org/confluence/display/irm/Home
  119. 119. You
  120. 120. You Person Thing
  121. 121. You Partner Person Thing Thing
  122. 122. You Partner Person Person Org Thing Thing
  123. 123. Org You Person Partner Person Person Org Thing Thing
  124. 124. Bobby Scott Us Daisy
  125. 125. Rich Meaningful Manageable Humanizing
  126. 126. Thanks! iglazer@salesforce.com @iglazer

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