The Power of Social - Revolutions, Disasters and Tomorrows IT

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The Power of Social - Revolutions, Disasters and Tomorrow's IT SupportChristopher M. Dancy

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Lets go to the movies!3

ConsumerizationSocial Recommendation / SerendipityMobilityAppificationSuper User v.2Personal SourcingCollaborationGamificationThe Future

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Things To RememberCloud5

The Cloud RUNS EVERYTHING, and EVERYTHING is a PLATFORM

2001 Pink Telefaxt Inc. ALL right reserve.5

Consumerization 1999Business Pushing into Home2011Home Pushing into Business6

CONSUMERIZATION DEFINEDThink about how life was like 15 years ago: you had use of all the great technology and software at work. When you came home, all you had was some stripped down versions of that machinery and applications toys, really. Today, the scenario is reversed. Employees who have state-of-the-art technology at home cant reconcile the fact that when they come to work they have aWindows XP, or worse, Windows 98, machine that takes 2 days to boot up. Pent-up user demand (I want my MTV!), especially of theGen X & Y and Millennialsshould not be underestimated, and consumerized IT can be the Holy Grail of employee satisfaction.


ConsumerizationExpectations of The EnterprisePerception of The Enterprise

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CONSUMERIZATION AND THE ENTEPRISE

In this cost-conscious environment where businesses are constantly being pressured to reduce expenses as much as possible, doesnt consumerized IT actually make senseIts MORE DANGEROUS TO BLOCK these items 2001 Pink Telefaxt Inc. ALL right reserve.7

SharingCurationSocial ObjectsGaGa GlassesProjects8

Social

SOCIAL THE BUSINESSYou are worth more than you think, and it has nothing to do with your knowledge or work, its your behavior


Social

Objects when enabled become social9

Recommendation / Serendipity{Geo + Graph} + Search Term = Recommendation10

RECOMMENDATION / SERENDIPITY


Enterprise Knowledge

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Recommendation / Serendipity

RECOMMENDATION - ENTERPRISE

Google changes name to Knowledge from SEARC H

Why didnt Enterprise search Work? 2001 Pink Telefaxt Inc. ALL right reserve.11

Mobility12

ITS EVERWHERE 2001 Pink Telefaxt Inc. ALL right reserve.12

ITs ALIVE!TouchGestureSee / ScanAudio / VideoLocate / Geo / LBS/ IPS /NFCAwareHIVE Mobile13

Mobility

ITS ALIVE

More than LOCATION, AMBIENT SOUND & LIGHT gives you PROXIMITYACCELROMITORS

the mobile phone is now the mobile office

listen to the sound of inevitability


Appification

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appification, George colony app internet, html 5, offline mode, edge internet.....go a step further to feature internYou make me so very APPYMobility is an organism / cyber body, Apps are the brain / cognitive processFEATURE-WARE 2001 Pink Telefaxt Inc. ALL right reserve.14

Appification

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App StoreApp as a PlatformHIVE APPS16

Appification


Appification

This changed everything17

Appification

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Appification

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Super User v2Gen Y, Gen Z, and Early Adopters20

Our parents were right these kids are different, conditioned or evolution, drugged or natural, the next 10 years will change the enterprise


Super User v2

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Mobility, Social, Consumerization, RecommendationPeople RankWork shiftingKLOUT pay scale

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Super User v2

Empowered, Mobile, Innovation. You, You are what you TWEETForrester HEROs


Super User v2

Dont you know WHO I AM23

Personal SourcingRise of the Cubical Entrepreneur 24

The world is flat, The World is Flat -Thomas L. Friedman

NATIONSBUSINESSPEOPLE


Personal Sourcing25

The world is flat, The World is Flat -Thomas L. Friedman

NATIONSBUSINESSPEOPLE


Micro Service / Task Communities26

Personal Sourcing

Business has failed at seeing VALUE, they see only hours,I outsource most of what I doPink IT bring your own computerHECK I BRING MY OWN HR


Personal Sourcing

Personal sourcing goes too far27

CollaborationSharedIdeasImagesRecommendationsDocumentsFeelings28

ATTENTION SYSTEMSEngagement platforms


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Collaboration

YOU ARE THE PRODUCT 2001 Pink Telefaxt Inc. ALL right reserve.29

Biological

GamificationAll rights reserved by Steven Robertson Photography

seek out certain behaviors, such as food, sex, and drugs.Its all about seeking; With the internet, twitter, and texting we now have almost instant gratification of our desire to seek. Want to talk to someone right away? Send a text and they respond in a few secondsDopamine is also stimulated by unpredictability

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Jake has no friends

GamificationAnne Dancy used us.

SH Green Stamps

Jake doesnt have real friendsWhen Jake encounters things he doesnt understand in the real world he says, WHAT IS IT!!!Jake would be better off wearing his headset to schoolJake only cares about his gamer tagJake moved and brought his friends with him.

How will you train Jake in 10 years?The Future of employees in the enterprise that dont know real people or real goods31

Appointment dynamic - a dynamic in which to succeed, one must return at a predefined time to take a predetermined action. (Think restaurant happy hours, or in Farmville, crop maintenance.)Influence and status dynamic - the ability of one player to modify the behavior of another's actions through social pressure (American Express Black Card, Modern Warware (I'm a level 4 but desperately want to be a 10)Progression dynamic - a dynamic in which success is granularly displayed and measured through the process of completing itemized tasks (LinkedIn: Your profile is 85% complete, seeing how many cups of coffee you need to buy to get a free one through a loyalty program)Communal discovery - a dynamic wherein an entire community is rallied to work together to solve a challenge (Digg, which uses a community to find and source the best news, for example)

Seth PriebatschGamification

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Social ITEnterprise

Enterprise IT is Karma in action or the social Enterprise will give rise to ENTERPRISE INTUTITION

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Dear CEO And CIO's, Where You Can Find No Case Study Or Best Practice, I Give You Permission To Lead

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Analysts DefinedBenefitsHistory LessonConsumer ToolsEnterprise Social 101ServiceNow Social IT

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Analysts

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Analysts

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Analysts

This is how Analyst made announcements 3 months ago.38

Analysts

This is how they do it today39

Social IT Is The Unification Of Customer Support, Help Desk, Basic Service Management, CRM & IT Support

Defined

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Social IT Is Nothing More & Nothing Less Than The Democratization Of The Information Custodian Defined

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Benefit

Cubes only worked for Rubik42

1959Knowledge worker: one who works primarily with information or one who develops and uses knowledge in the workplace. Peter Drucker

Norma RaeDefined

Do hyperlinks really subvert hierarchy: CLUE TRAIN. They can when people outside the organization take advantage ofridiculously easy group-formingUnions

Social media in the enterprise is union 2.0. Union of the information worker. Norma Ray is back and she's following your CEO.

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Benefit

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Benefit

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Benefit

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Benefit

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Benefit

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BenefitEmployees average 20 hours a week managing 350 emails. This costs an average business of 50,000 an estimated US $1 billion every year.Harvard 2008 Study

Its time to declare email bankruptcy. 49

BenefitFLAT

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FEARSocial business systems are designed to extract from employees rather than to contribute to employees larger selves.

You will become an innovation machine or a DATA PRODUCING DRONE.

This is the FEAR, 51

Consumer ToolsPOWERED

Powered by PeoplePeople create, ideas, innovation, trends, and one day foodFlickr- A picture is worth a thousand voices

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Consumer ToolsPOWERED

Powered by PeoplePeople create, ideas, innovation, trends, and one day foodFlickr- A picture is worth a thousand voices

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Youve Got Mail

History

Social IT doesnt have to be weird

We did this before, where consumers, learned skills they BROUGHT into the workplace.

The internet WAS BANNED in many orgs or didnt exist

What DID AOL teach us? Mail, chat, micro groups, chat groups, web homes (landing pages), Gamification, 54

HistoryIn the 1950s, executives feared the bathroom: employees will waste productive time.In the 1970s, executives feared the telephone: employees will waste productive time.In the late 1980s, executives feared email: employees will waste time.In the 1990s, executives feared Internet access: employees will waste time.In the 2000s, executives fear social media: employees will waste time.-Toby Ward

These Neanderthal IT leaders are a lagging indicator of whats really going on. They dismissed the PC, the Internet, and e-commerce, too.....The PC was first, then the Internet, then software as a service, mobile phones. Rule one IT sales dept wags u. 55

platform of engagement is NOW-Pehong Chen

Lets look at what we are LEARNING right now that we are going to bring to the enterprise56

Consumer ToolsSKILLS

Facebook - likes, social objects, event management, relationship management (friendship pages), profiles, groups create niche networking, groups are good for projects, review relationship history's and common themes, tagging, social graph, brandividualsTwitter - @ mentions, #tags, trends (topics), favorites, Curation, niche, activity streamLinkedIn - profiles, historyQR Codes: Physical hyperlinks, more will be revealedListly Crowds can be uglyBlog -humanize, anonymous commentsDisqus (Comment systems) -support for a user in a crowdfoursquare - Location based knowledge on an IT level vs. physical level, proximity based knowledge via knowledge workers, REAL LIFE PHYSICAL COOKIESQuora - Wisdom of the INFLUENTIAL crowds, Q&A social voteGetGlue - social objects, interest graph OVER social graph, gamification, recommendationMemolane you will live foreverKlout, Peer Index, Empireave-value bought and soldNamesake: Amplified conversationscolor -Amplified events, Elastic networkGetSatisfaction: Insource self servicetibbr-follow anythingKlout, PeerIndex: Who's importantPodcast-EducationService-Now Follow incidents, CIs, People.57

58Activity Streams permeate throughout transparency and openness: Therefore helping reduce the amount of noise you are exposed to, while interacting with others. Call it ambient intimacy, declarative livingor, my all time favorite, narrate your work.

They help you, greatly, be done with the obsession to read AND respond to everything

They facilitate serendipity and Informal Learning

They help flatten organizations and traditionally hierarchical structures

They inspire an open knowledge sharing cultureEnterprise ToolsREQUIREMENTS

Call itambient intimacy,declarative livingor, my all time favourite, narrate your work,Activity Streams will help, over time, reduce the amount of transactions and frictions you will be exposed to, provoking that opportunity for knowledge workers to be on top of the knowledge flow thanks to that openness, clarity and transparency of whats happening around you 2001 Pink Telefaxt Inc. ALL right reserve.58

There wasnt an ITIL

Its up to you to DEFINE59

Enterprise Tools

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Enterprise ToolsREQUIREMENTS

GroupsChatMicro BloggingStatus UpdatesMentionsHash TagsEmbed Any MediumProfilesVotingFiltersShare ExternalGroup Service ServiceOauthLocationMobileTrendsGroupsAudioVideoFacebook IntegrationIdea Management

BASE E20tools have, Groups (Projects, teams), activity stream, activity stream filtering, trends, @, #, Profiles, tagging, up down votes, likes, notification, sharing buttons, follow anything, close types of updates.Self service vs. group service, SMS, Group Text, Group Chat, Chat, Sign-Sigon, Signon Identity,WE NEED CORPORATE PROFILES,SMS, group chat, everyone self service, 61

62FILTERSPeopleLocationTime/ DateEventsTopicsREQUIREMENTSSave FiltersTrending TopicsSimulationsPredictionsEnterprise ToolsREQUIREMENTS

Call itambient intimacy,declarative livingor, my all time favourite, narrate your work,Activity Streams will help, over time, reduce the amount of transactions and frictions you will be exposed to, provoking that opportunity for knowledge workers to be on top of the knowledge flow thanks to that openness, clarity and transparency of whats happening around you 2001 Pink Telefaxt Inc. ALL right reserve.62

63Enterprise ToolsREQUIREMENTS


64Enterprise ToolsREQUIREMENTS

RequirementsTaggingFollow (Any)MentionFilter


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Enterprise ToolsPROCESS

Innovation is contagious

Genius don't do one thing, they invent and innovate their whole live


Enterprise ToolsSkills

Facebook views all input as objects. Meaning, Status Updates, Pictures, Videos, Links, etc., these are all objects for Facebook to consider. For the purpose of defining what can be edged, these objects are all the same. Now thats not to say that some objects wont have a higher likelihood of becoming edged, but more on that in a minute

People rank, edge rank, klout. Vauke based compenatarion vs contribution. 66


BASE Skills:Content Management, Curration, Content Creation,GTD (working with MASSIVE AMOUNTS OF TASKS AND DATA), reading activity streams (Matrix), working with VISUAL data, workign with metaphysical data, networking skills, group thought skills, knowledge graph, social graph, digital influence, randomness, Mandelbrot, broadcasting (voice, video) 67


Repitition68

INNOVATION MANAGEMENTDesign for the Loss of Control?enterprises of tomorrow will be bought and sold on the value of their social capital, people are innovation"Information Overload" I reminded the team that we are in the business of "Information Management"SOCIAL IT MEANS RETHINKING METRICSKnowledge is living, today we can actually see it as the organism it is

"Information Overload" I reminded the team that we are in the business of "Information ManagementDesign for the Loss of Control?Social IT means rethinking metrics

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Fin

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Christopher DancyDigital Engagement DirectorServiceSphere A Pink Elephant Company

@servicesphere

Thank You

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QUESTIONS74

Technology

The Power of Social - Revolutions, Disasters and Tomorrows IT