Social IT - Realizing the Dream 1990-2015
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Social IT - Realizing the Dream The Rise of Collaborative Systems 1990-2015 The idea of Facebook as a support platform was a nice way to pretend we understood the connected enterprise, but in 2012 we actually need to start looking at how connected enterprises work. Social IT the reality is a look at where we have been with social IT support, where we are and where we are going. From 2008-2020 we cover not just the beginning of this collaborative decade but with the explosive and shocking end. Knowledge workers today need to understand the skill sets they must possess for 2015 and beyond. This is your life and it's just beginning. ---------- 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. MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/ Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.
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Social IT - Realizing the Dream 1990-2015
- 1. Social IT - Realizing the Dream The Rise of Collaborative Systems 1990-2015
- 4. @servicesphere #ShareIT12 Overview • 43 • • How many times does Service appear in the itSMF Fusion 2012 Schedule? How many times does Support appear in the itSMF Fusion 2012 Schedule? 5 How many times does Knowledge appear in the itSMF Fusion 2012 Schedule? • How many times does Collaboration appear in the itSMF Fusion 2012? 1 (This Session) 4 3
- 10. @servicesphere #ShareIT12 Support Support 2003 Authenticity Metrics Collaborative Methods Experiential Frameworks Instant / Trusted Answers Alternatives Tools Hyper Local Incidents / Problems Praise & Feedback 10 Support 2013 Permissions
- 11. @servicesphere #ShareIT12 Facebook Employee to Employee Facebook Pages Facebook Commercial Solutions Facebook Custom Development Solutions (FBML) Facebook Groups Events that effect users 11
- 12. @servicesphere #ShareIT12 Twitter Feedback Outages Innovation (listening) SMS Backbone Push Messages e.g. follow ‘helpdesk' to 40404 12
- 13. @servicesphere #ShareIT12 Foursquare Location based Knowledge Tips/Tricks/FAQ’s based on geofencing Photos of common objects people might be looking for specific areas 13
- 14. @servicesphere #ShareIT12 LinkedIn Company Page Company Employee Group Company Product Group Company Alumni Group Events for the organization 14
- 15. @servicesphere #ShareIT12 Multimedia YouTube FAQ’s Unboxing Videos Tutorials Staff Introductions Embeddable Code & Links 15 SoundCloud Short audio messages & updates Collaborative audio knowledge Best practices/ Education Embeddable code & links
- 16. @servicesphere #ShareIT12 Blogging & More Blog Google Plus Blogging Help Desk page for tagging and supporting users Help Desk Knowledge Highlights Help Desk Staff Highlights Tumblr Group updates on projects, integration into audio, video, text and other systems. 16 Alerts and updates Group administration Event listings for changes & non critical updates
- 17. @servicesphere #ShareIT12 More & More Pinterest Service Request Catalog Service Pipeline Testing Crowd sourced Opinion on changes to systems or UI’s. 17
- 22. @servicesphere #ShareIT12 Requirements • • • • • • 22 Profiles Streams Open Self Service (OSS) Comments Mobility (Not MOBILE) Location(Contextual)
- 24. “Influence is the file system of the future, trust is the operating system” -@servicesphere Skills.Next “At the end of the day regardless of your position you will be measured by on how effectively you've moved information.” -@servicesphere 24
- 25. @servicesphere #ShareIT12 Skills Knowledge Worker 2003 Knowledge Worker 2013 Email Work Narration Survey Experience Mapping Software Based Channel Based Document Based Link Based Team Player Network Player File Retrieval Knowledge Locker Relevance Context Soft Skills EQ Trust / Authenticity Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing Tasks Micro-Tasks 25
- 26. @servicesphere #ShareIT12 Create/Consume 2003 Read / Save Retrieve / Share 26 Send / Share Read / Save
- 27. @servicesphere #ShareIT12 EMAIL TRUST 2013 Link (consume/create) Retrieve Locker / Metric 27 Offline Consume / Share
- 30. Metrics.Next 30
- 31. @servicesphere #ShareIT12 Metrics Metrics 2003 Annual Review Real Time & Mobile Resolution Management Opportunity Management Projects on Time / Budget Ideas on Innovation / Creativity Date, Time, Volume based Value based Peer Feedback Sentiment Analysis Knowledge Recorded Knowledge Shared Leadership 31 Metrics 2013 Amplification
- 34. "The real problem of humanity is the following: we have Paleolithic emotions; medieval institutions; and god-like technology” -EO Wilson Beyond.Next "The real problem is not whether machines think but whether men do.” - B. F. Skinner 34
- 35. @servicesphere #ShareIT12 Quantified Self Platforms • Mobile Phone • Big Data • Wearable Sensors • Little Data • Calm Technology • Experiential Data • DNA Manipulation • Atomic Data • Quantum Computing • Cosmic Data 35
- 39. Social IT - Realizing the Dream The Rise of DNA Response Systems 2015-2051
- 40. CHRIS DANCY chris.dancy@servicesphere.com Text “chrisdancy” 50500 Twitter @servicesphere 40
Editor's Notes
- Thank SHARE IT
- Support has left IT Management