Self Help vs. Service vs Support

Self HelpJust-In-Time,

Just Good Enough

Self-Help

Self-help combines the trends and choices of Bring-Your-Own with Do-It-Yourself.

Exploiting that combination allows anytime/anywhere requests for enablement to have a possibility of a good-enough fulfillment.

However, the autonomy of effort that self-help provides, outside of the administrative organization of the user’s workgroups, may widen the gap between good enough and appropriate.

As a result, the effectiveness of self-help usage cannot be defined only in terms of its being an alternative work technique.

Digital automation makes the usage itself more frequent, flexible and visible, such that a continual effort to track and refine it can lead to directing and increasing its alignment to desired results. The key question is about what “good enough” means.

Self-Help: Ability replaces Competency

Known and Observed

• Standing Competency is a matter of counting on proficiency

• The goal of Self-Help is to be Just Good Enough Just In Time

• The key challenge to successful Self-Help is the unreliability of the navigation to the goal

Needed and Observed

• Situational Ability is a matter of navigating to sufficiency

• “Help” is gauged both in the process and in the product

• The true value of Self-Help is the user’s independence from restraint

Information Managementin Self-help

Digital Enablement Characteristics

OBJECTIVE RELIABILITY SUFFICIENCY ACCESS

Best path, best destination

Automation of navigation

Scope of reach Personal

“right-sized” option

Automation of task-level

implementation

Speed of acquisition

On-demand

Freedom from restraint: timely, reliable, sufficient access to information

Digital means can provide for predictive, programmed, profiled acquisition 24x7.

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Just In Time Information: as Knowledge versus TrainingActual learning can be programmatic or incidental.

But both of those modes usually carry assumptions, about knowledge transfer and training, that must be reduced under pressure of just-in-time acquisition.

With a Just Good Enough expectation:

• Just-in-time knowledge presumes that what is really needed is notification, explanation and/or instruction – not much thinking

• Just-in-time training presumes only rules and guided procedure –and not practice

Those “deliverables” arrive within circumstances that include a range of lesser or greater concerns of the user.

Information usage Knowledge (static) Training (active) Concerns

AFFECT awareness preparation Expectation

GOALhow something has meaning in the moment

exercise the application of something to the circumstance

Permission

PRESUMES relevance propriety Authority

INFLUENCED BY consensus standards Validation

JUST GOOD ENOUGHnotification, explanation and instruction

rules and guided procedure

Accuracy

ACCEPTANCEWhat Is, without challenging

How To, without practicing

Convenience

JUST IN TIME ENABLEMENT via INFORMATION

©2016 Malcolm Ryder / Archestra Research

Intelligent Resourcingvia Self-helpServices versus Support

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OBTAIN ENABLEMENT:

Service(effective on demand)

Use

Select

Understand

Discover

How do I employ it?

Which is my preference?

How do I recognize and distinguish them?

What are the options?

When people use a resource to get something done, the resource is by definition an instrument. Their interest in the resource consists of four basic issues, which cumulatively result in the resource actually being instrumental. People research those issues, bottom up, as necessary.

Self-help expects two kinds of resource enhancementto be supplied: services and support.


OBTAIN ENABLEMENT:


Use• Cost• Terms of Agreement• Access

Select• Class• Availability• Limitations

Understand

• Purposes• Benefits• Constraints• Risks

Discover• Trends• Requirements• Effects

RESOURCE

A service can be defined independently of any user and independently of any support of that user.

However, the purpose of the service is to be useful every time it is activated.

REA

LIZA

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OBTAIN ENABLEMENT:


Support(appropriate per intent)

Use• Configuration• Change• Recovery

Select• Scale• Fitness• Urgency

Understand

• Implications• Relevance• Causes• Impact

Discover• Methods• Sources• Scope

RESOURCE

Support is defined in relation to the instance of effortmade by the user.

Now, the purpose of support is to make the service usable every time it is engaged.

REA

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OBTAIN ENABLEMENT:



Use

Select

Understand

Discover

RESOURCE

useful activation

Make service effective on

demand

usable engagement

Make service appropriate per

intent

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THIS IS ARCHITECTURE, NOT STRATEGY.

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OBTAIN ENABLEMENT:



Use• Cost• Terms of Agreement• Access

• Configuration• Change• Recovery

Select• Class• Availability• Limitations

• Scale• Fitness• Urgency

Understand

• Purposes• Benefits• Constraints• Risks

• Implications• Relevance• Causes• Impact

Discover• Trends• Requirements• Effects

• Methods• Sources• Scope

RESOURCE

REA

LIZA

TIO

N


Integrated Infrastructurefor Self-helpJust-In-Time information as “Dynamic Intelligence” services

OBTAIN ENABLEMENT:

Action Automation

Use Apply Program

Select Catalog Filter

Understand Curate Correlate

Discover Search Recognize

Digital Enablement

Options

Formal

Functional


DIGITAL ENABLEMENT:

Action Automation Validation Value

Use Apply Program Authorize Ability

Select Catalog Filter Qualification Navigation

Understand Curate Correlate Relevance Situation

Discover Search Recognize Personalize Demand

Service/Support Objectives:

Maintained Designed Measured Managed

Managed Self-Help


Dynamic Intelligence for Self Help

Requests

ProfileContextHistory

PERSONALIZATION

AllowancePolicy

Environment

AUTHORIZATION

QUALIFICATIONRELEVANCE

Known ImpactsExpected Limits

FUNCTIONAL FORMAL DIGITAL

ARCHITECTURE, NOT STRATEGY.

Example enhancement:Subscriptions Social collaborationSearch

Example enhancement:Analytics / AIData Science

SpecificityRequirementPresentation

Responses

©2016 Malcolm Ryder / Archestra [email protected]

Technology

Self Help vs. Service vs Support