social it: leveraging our experiences from the social realm
TRANSCRIPT
Social IT:Leveraging Our Experiences from
the Social Realm
Social Media: New Hotness or the Same Old Thing?
Communication
How Did Social Media Change Customer Interaction?
Social Media
Customers and providers on
the same playing field
Direct interaction
Connected communication
The NEW…
NEW
Value
Metrics
Data
Knowledge
How Do I Build “Social” Value?
Brands are for Marketing, not IT, right?
Your services are now your brands… start treating them that way so your customers build trust and value!
The power of a 30 second video.
Worker Index Score
Reach Influence
Impact Relevance
Is there a Klout Score for the Knowledge
Worker?
PixA picture is 1000 words, a picture today is worth a million data points…
• authored• time-stamped• meta-tagged• OS-coded• geo-tagged• event-driven• people-tagged• hash-tagged• shared• view-counted• liked• commented• retweeted• linked• pinned• memed
LIKE A GOOD NEIGHBOR…
#LADrivers
Data Dislocation
Social Knowledge Management
Why I Still Want to #KILLEMAILEMAIL #FAIL
Can you measure impact and influence via email?• Only if you have a CRM that is tracking contacts
Can you maximize your static content reach via email?• Aren’t most emails with links skipped, spammed, or
considered phishing?
Format hell• Rich Text (what’s rich about it?)• HTML (great, banners and headers and junk added to
my email and stripped out by most systems)• Plain Text (Re: Re: Re: >> >> >> >>)• Don’t you hate it when you open an email on your
phone and the text is illegibly small?
Attachments: Come on… it's 2012, you are not helping anyone.
Crowdsourcing actually works better…
Major Changes from the Major Players• Facebook effectively killed email… why?
It sucks is not very cool• Twitter limits EVERYTHING so you get to the
POINT!• Gmail integrates chat and email• Gmail doesn't do folders (they believe in search
and meta)• It's about open communication and sharing, not
closed email
Practical Steps for Social IT and Social Media
• Investigate yourself• Investigate your organization• Think like a Brand
– Cultivate your audience– Influence your influencers– Stay relevant
• ALWAYS think value (for the biz or for your customers)• Try a grassroots approach to Social IT and collaboration• Embrace the fact that most major toolsets will have a social component or integration in the
near future• Realize that the same rules for good communication still apply• Listen… Pause… Then think if a response is appropriate• Bigdata vs Metadata
“If you don’t like what is being said, change the conversation.” – Don Draper
Bonus Slides
The Privacy Backlash
• (Wickr/Burst/Snapchat)• Closed groups• Timed messages• Timed images• Encrypted networks
Gamification
• Make it fun• Encourage and reinforce behaviors• Engagement• Think “sneaky”: buttons, badges, icons
