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