The document discusses how social media can be used for communication and as a new contact channel. It outlines various social media platforms that can be used for different purposes, such as Facebook for employee communication, Twitter for feedback and outages, and LinkedIn for company pages and groups. It also discusses how social media can be used across the enterprise for knowledge sharing, collaboration and consumer support. Metrics for measuring social media effectiveness are also presented.

1. Social Media
New media for communicating and a new contact channel

2. Agenda
— The Robotic Elephant in the Room
— The Service Desk
— The Collaborative Enterprise
— The Knowledge Worker
— The Knowledge Generating Consumer
#HDIForums @servicesphere

3. Digital
Literacy
Knowledge Enterprise
Work Collaboration
Knowledge IT Service
Consumption Desk
#HDIForums @servicesphere

4. The Robotic Elephant
In The Room
Devices Applications Data
— Mobile Phones — Social — Data Traffic
Network
— Tablets Apps — Location
— Internet of Things — Location — Pattern
Based Apps Recognition
— Quantified Self
Sensors — Medical — Sentiment
— Biological
#HDIForums Augmented Knowledge Transfer. @servicesphere

5. You’re Just Not Yourself
• You are augmented online
• You are augmented with
technology offline.
• This makes you less
HUMAN in the real world,
and UNHUMAN in the
virtual world.
#HDIForums Would you tweet your mother with that fingers? @servicesphere

6. Social Media
The Service Desk
#HDIForums @servicesphere

7. Gartner’s Ideas
— Social
— Mobile
— Value
#HDIForums It Must Be True, An Industry Analyst Said It. @servicesphere

8. #HDIForums @servicesphere

9. Support Today
Support Is Support Isn’t
— Authenticity — Metrics
— Collaborative
— Methods
— Commercial
— Frameworks
— Experiential
— Instant — Answers
— Alternatives — Tools
— Trusted — Problems
— Hyper Local
— Incidents
— Frictionless
— Permissions
— Praise & Feedback
#HDIForums @servicesphere

10. Consumer Tools
#HDIForums @servicesphere

11. Social Media Plan
You
Industry
Amplification
Maturity
Organization
Help Desk
Customer
Maturity
Exec Peers Global IT Enterprise Locations
@servicesphere #LCOSummit

12. Facebook
— Employee to Employee
— Facebook Pages
— Facebook Commercial
Solutions
— Facebook Custom
Development Solutions
(FBML)
— Facebook Groups
— Events that effect users.
#HDIForums @servicesphere

13. Twitter
— Feedback
— Outages
— Innovation (listening)
— SMS Backbone
— Push Messages e.g. follow
‘helpdesk' to 40404
#HDIForums @servicesphere

14. Foursquare
— Location based Knowledge
— Tips/Tricks/FAQ’s based
on geofencing.
— Photos of common objects
people might be looking for
specific areas.
#HDIForums @servicesphere

15. LinkedIn
— Company Page
— Company Employee Group
— Company Product Group
— Company Alumni Group
— Events for the organization
#HDIForums @servicesphere

16. Multimedia
YouTube SoundCloud
— FAQ’s — Short audio messages and
updates.
— Unboxing Videos
— Collaborative audio
— Tutorials knowledge
— Staff introductions — Best practice or
— Embeddable code and links to educational lessons.
social network.
— Embeddable code and links to
social network.
#HDIForums @servicesphere

17. Blogging & More
Blog Google Plus
— Blogging — Help Desk page for tagging
— Help Desk Knowledge and supporting users.
Highlights
— Alerts and updates
— Help Desk Staff Highlights
— Group administration
— Tumblr
— Group updates on projects, — Event listings for changes
integration into audio, and non critical updates.
video, text and other
systems.
#HDIForums @servicesphere

18. More & More
Pinterest Other
— Contxts
— Service Request Catalog — SMS contact information for the Desk
— Service Pipeline Testing — Social Sharing
— Buttons on knowledge, self service,
incidents
— Crowd sourced Opinion on
changes to systems or — Social Login
— Janrain
UI’s.
— Viddy
— 15 Second FAQ
— SlideShare
— Presentations from the support desk.
— Embeddable code and links to social
network.
#HDIForums @servicesphere

19. A Channel (LINE UP)
For Communication
#HDIForums @servicesphere

20. Social Media
The Collaborative Enterprise
#HDIForums @servicesphere

21. ITSM Traditional Tools
— Most vendors have twitter integrations
— Zero vendors have Facebook Integration
— Some vendors have Activity Streams
— Limited number with Mobility features
— None have an Open Self Service
— Profile Services Missing From All
— Quantified Work Metrics Absent
#HDIForums @servicesphere

22. Next Generation Tools
#HDIForums @servicesphere

23. Social ITSM Requirements
— Profiles
— Streams
— Open Self Service (OSS)
— Comments
— Mobility (Not MOBILE)
— Location(Contextual)
#HDIForums @servicesphere

24. Social ITSM Requirement
Examples
Collaboration
#HDIForums @servicesphere

25. Social Media
The Knowledge Worker
#HDIForums @servicesphere

26. Skills
Knowledge Work 2003 Knowledge Work 2013
1. Email 1. Work Narration
2. Survey 2. Experience Mapping
3. Software Based 3. Channel Based
4. Document Based 4. Link Based
5. Team Player 5. Network Player
6. File Retrieval 6. Knowledge Locker
7. Relevance 7. Context
8. Soft Skills EQ 8. Trust / Authenticity
9. Out Sourcing / In Sourcing 9. Personal Sourcing / Mall Sourcing
10. Tasks 10. Micro-Tasks
#HDIForums @servicesphere

27. Skills
Community IT
Support
Management
Via Oscar Berg @oscarberg
Customer
Support
Enterprise
Collaboration
Working Out Loud
via @TheBrycesWrite
#HDIForums @servicesphere

28. Tools
For You For Robots For Others
#HDIForums @servicesphere

29. Work Flow
#HDIForums Trusted Source Engines Knowledge Lockers Trusted Source
@servicesphere

30. Metrics
Metrics 2003 Metrics 2013
1. Annual Review 1. Real Time & Mobile
2. Resolution Management 2. Opportunity Management
3. Projects on Time / Budget 3. Ideas on Innovation /
Creativity
4. Date, Time, Volume based
4. Value based
5. Peer Feedback 5. Sentiment Analysis
6. Knowledge Recorded 6. Knowledge Shared
7. Leadership 7. Amplification
#HDIForums @servicesphere

31. Metrics
Communal
Saba
Personal
#HDIForums @servicesphere

32. #HDIPhilly @servicesphere http://bit.ly/leadit
#HDIForums
Metrics
@servicesphere

33. Knowledge Worker
Consumer Social
ifttt workflow enabled
#HDIForums
TIPS, TRICKS and CHRIS PRACTICES @servicesphere

34. Knowledge Worker
Consumer Social
Facebook LinkedIn
— Turn on Subscriptions — RSVP Events / Create
Events / Search Events
— Tune into Friends
— Enhanced Layout
— Learn your permissions
— Organizations
— Lists (Really close friends) — Volunteer
— Projects
— Interest Lists (News and
— Skills
Information)
— Publications
#HDIForums @servicesphere

35. Knowledge Worker
Consumer Social
Twitter Google Plus
— Multiple Accounts (focus — Google Events
on your audience) — Dialog from other social
channels. E.g., start a
— Use Lists conversation on a topic from
— UNDER FOLLOW twitter/LinkedIn.
— Tagging people, places and
things.
— Sharing up and downstream
with circles.
— Public links to opinion
#HDIForums @servicesphere

36. Knowledge Worker
Consumer Social
Pinterest Multimedia
— Customer Success Boards — SoundCloud to listen and
share media offline.
— Tech Idea Boards
— YouTube “Playlists” for
— To Read / Watch Boards video categorization.
— Video to Watch boards
#HDIForums @servicesphere

37. Knowledge Worker
Consumer Social
Offline Books
— Instapaper — Kindle Reader
— Save and Share articles offline
— Turn on “Show everyone's
— Pocket highlights”
— Save and Share articles and — Share passages to other
multimedia. social networks
— Flipboard / Pulse Reader — Save highlights to evernote
from web page with clipper.
— Evernote — PDF reader and distribution.
— Evernote Email Address for
Newsletters, articles offline and work
to process. — iBooks
— Evernote Sharing of Notes publically — PDF reading and distribution
— Evernote note merge.
— Evernote hash tag research — Audible
— Offline listening
#HDIForums @servicesphere

38. Knowledge Worker
Consumer Social
Other Other
— Skitch — Reputation/Measure
— Annotate and share images — TrustCloud, Klout, Peer
Index, Kred, LinkedIn,
to social networks,
Google page Rank, Facebook
evernote and privately. insights, LinkedIn stats
— Slideshare — Home Page
— Share your knowledge and — Flavors.me / About.me
get feedback.
— Google.com/dashboard
— Quora
— Crowd sourced Questions
#HDIForums @servicesphere

39. Social Media
The Knowledge Generating Consumer
(The Future of Work)
#HDIForums @servicesphere

40. Datasexual
Quantified Self Platforms
1. Mobile Phone 1. Big Data
2. Wearable Sensors 2. Little Data
3. Calm Technology 3. Experiential Data
4. DNA Manipulation 4. Atomic Data
5. Quantum Computing 5. Cosmic Data
#HDIForums @servicesphere

41. Sensors
2010’s 2020’s 2030’s
3
*GeoLoqi
#HDIForums @servicesphere

42. Sensors
#HDIForums @servicesphere

43. Metrics
#HDIForums Behold I send you out as sheep amidst the wolves. @servicesphere

44. C H R I S DA N C Y
c h r i s . d a n c y @ s e r v i c e s p h e r e . c o m
@ s e r v i c e s p h e r e