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Breaking the Unwritten Rules to Help Your Users

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Presentation given at Social Connections 13 on how to handle IT and their unwritten rules from someone who breaks them daily

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Breaking the Unwritten Rules to Help Your Users

  1. 1. Philadelphia, April 26-27 2018 13 Breaking the Rules to Help Your Users Keith Brooks, B2B Whisperer keith@b2bwhisperer.com @lotusevangelist
  2. 2. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist 2
  3. 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. 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. 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. 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. 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. 8. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/baby-2956997/ Thinking of all the Possibilities 8
  9. 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. 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. 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. 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. 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. 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. 15. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/win-word-scrabble-letters-wooden-1820037/ 15
  16. 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. 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. 18. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Keith Brooks @lotusevangelist keith@b2bwhisperer.com 18
  19. 19. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist PLATINUM SPONSOR GOLD SPONSORS BRONZE SPONSORS GOLD PLUS SPONSOR SILVER SPONSORS SPEEDSPONSORING BEER SPONSOR

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