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Philadelphia, April 26-27 2018
13
Breaking the
Rules to Help Your Users
Keith Brooks, B2B Whisperer
keith@b2bwhisperer.com
@lotusevangelist
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist 2
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Who is Keith Brooks?
My 4th time Presenting at Social Connections
CIO
IBM Redbooks Thought Leader
Candy Corn Lover
Collaboration Transformations
Pinball Addict
3
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Why do Unwritten Rules Exist?
4
• Fear
• Past Experience
• Legends
• Lack of Documentation / Direction
• Lack of Time
• Denial
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You did
WHAT?
HOW!
https://pixabay.com/en/maki-lemur-lemur-monkey-scared-2627589/
5
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You Lose Some
• New Laptop – Not going to happen
• Bad Security – Still Going To Happen
• Service Now Data – You Don’t Care?
• Who Owns These Processes? – Might
be dead before they know or tell me
6
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Goals Are Important
• Tie your need to a corporate goal
• Everyone should have the end
goal in mind
• Just like kitchen remodeling
takes time and planning, you
need the right people and ask
the right questions
7
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/baby-2956997/
Thinking of
all the
Possibilities
8
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How You Envision Your IT Sees Your Request
https://pixabay.com/en/body-of-water-no-person-nature-3272180/
9
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How IT Views Your Request
https://pixabay.com/en/nuclear-weapons-test-nuclear-weapon-67557/
10
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/bar-local-cong-ireland-irish-pub-209148/
IT is enough to lead one to drink…
11
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
But IT Works for YOU
• Don’t be put off by their defenses
• YOU are the customer
• Ask why are they inhibiting usage
• Propose that they experience their solution
• Justify your need so they can for their boss
12
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/call-center-phone-service-help-1015274/
Help Them,
Help Their
Metrics!
13
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How? By Reducing Help Desk Tickets
• Do your homework first
• Plan the basic configuration settings
• Set quotas that make sense
• Provide documentation a user can understand
• Security should make sense
• Training, Training, Training
BAD CAPTCHA
https://organicweb.com.au/10042/internet/recaptcha-gone-mad/
14
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/win-word-scrabble-letters-wooden-1820037/
15
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You Win Some
• Change the Processes
• Configuration Optimization – Halfsies
• Training – lol – Do It Anyway
• Monitoring Services and Servers
• Archiving vs Copying vs Synching
• External Partners Support
16
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
One Last Thing
• There is no finger pointing or blaming
in a collaborative organization
• Plan ahead WITH IT so they can agree
• Metrics and Goals rule, leverage them
• When you need help, ask for it
17
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Keith Brooks
@lotusevangelist
keith@b2bwhisperer.com
18
Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
PLATINUM SPONSOR
GOLD SPONSORS
BRONZE SPONSORS
GOLD PLUS SPONSOR
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Breaking the Unwritten Rules to Help Your Users

  • 1. Philadelphia, April 26-27 2018 13 Breaking the Rules to Help Your Users Keith Brooks, B2B Whisperer keith@b2bwhisperer.com @lotusevangelist
  • 2. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist 2
  • 3. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Who is Keith Brooks? My 4th time Presenting at Social Connections CIO IBM Redbooks Thought Leader Candy Corn Lover Collaboration Transformations Pinball Addict 3
  • 4. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Why do Unwritten Rules Exist? 4 • Fear • Past Experience • Legends • Lack of Documentation / Direction • Lack of Time • Denial
  • 5. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You did WHAT? HOW! https://pixabay.com/en/maki-lemur-lemur-monkey-scared-2627589/ 5
  • 6. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You Lose Some • New Laptop – Not going to happen • Bad Security – Still Going To Happen • Service Now Data – You Don’t Care? • Who Owns These Processes? – Might be dead before they know or tell me 6
  • 7. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Goals Are Important • Tie your need to a corporate goal • Everyone should have the end goal in mind • Just like kitchen remodeling takes time and planning, you need the right people and ask the right questions 7
  • 8. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/baby-2956997/ Thinking of all the Possibilities 8
  • 9. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How You Envision Your IT Sees Your Request https://pixabay.com/en/body-of-water-no-person-nature-3272180/ 9
  • 10. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How IT Views Your Request https://pixabay.com/en/nuclear-weapons-test-nuclear-weapon-67557/ 10
  • 11. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/bar-local-cong-ireland-irish-pub-209148/ IT is enough to lead one to drink… 11
  • 12. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist But IT Works for YOU • Don’t be put off by their defenses • YOU are the customer • Ask why are they inhibiting usage • Propose that they experience their solution • Justify your need so they can for their boss 12
  • 13. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/call-center-phone-service-help-1015274/ Help Them, Help Their Metrics! 13
  • 14. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How? By Reducing Help Desk Tickets • Do your homework first • Plan the basic configuration settings • Set quotas that make sense • Provide documentation a user can understand • Security should make sense • Training, Training, Training BAD CAPTCHA https://organicweb.com.au/10042/internet/recaptcha-gone-mad/ 14
  • 15. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/win-word-scrabble-letters-wooden-1820037/ 15
  • 16. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You Win Some • Change the Processes • Configuration Optimization – Halfsies • Training – lol – Do It Anyway • Monitoring Services and Servers • Archiving vs Copying vs Synching • External Partners Support 16
  • 17. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist One Last Thing • There is no finger pointing or blaming in a collaborative organization • Plan ahead WITH IT so they can agree • Metrics and Goals rule, leverage them • When you need help, ask for it 17
  • 18. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Keith Brooks @lotusevangelist keith@b2bwhisperer.com 18
  • 19.
  • 20. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist PLATINUM SPONSOR GOLD SPONSORS BRONZE SPONSORS GOLD PLUS SPONSOR SILVER SPONSORS SPEEDSPONSORING BEER SPONSOR