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.
2. Agenda
βοβ― The Robotic Elephant in the Room
βοβ― The Service Desk
βοβ― The Collaborative Enterprise
βοβ― The Knowledge Worker
βοβ― The Knowledge Generating Consumer
#HDIForums @servicesphere
3. Digital
Β Literacy
Β
Knowledge Enterprise
Work Collaboration
Knowledge IT Service
Consumption Desk
#HDIForums @servicesphere
4. The Robotic Elephant
In The Room
Devices Applications Data
βοβ― Mobile Phones βοβ― Social βοβ― Data Traffic
Network
βοβ― Tablets Apps βοβ― Location
βοβ― Internet of Things βοβ― Location βοβ― Pattern
Based Apps Recognition
βοβ― Quantified Self
Sensors βοβ― Medical βοβ― Sentiment
βοβ― Biological
#HDIForums Augmented Knowledge Transfer. @servicesphere
5. Youβre Just Not Yourself
β’β― You are augmented online
β’β― You are augmented with
technology offline.
β’β― 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. Gartnerβs Ideas
βοβ― Social
βοβ― Mobile
βοβ― Value
#HDIForums It Must Be True, An Industry Analyst Said It. @servicesphere
11. Social Media Plan
You
Industry
Amplification
Maturity
Organization
Help Desk
Customer
Maturity
Exec Peers Global IT Enterprise Locations
@servicesphere #LCOSummit
12. Facebook
βοβ― Employee to Employee
βοβ― Facebook Pages
βοβ― Facebook Commercial
Solutions
βοβ― Facebook Custom
Development Solutions
(FBML)
βοβ― Facebook Groups
βοβ― Events that effect users.
#HDIForums @servicesphere
14. Foursquare
βοβ― Location based Knowledge
βοβ― Tips/Tricks/FAQβs based
on geofencing.
βοβ― Photos of common objects
people might be looking for
specific areas.
#HDIForums @servicesphere
15. LinkedIn
βοβ― Company Page
βοβ― Company Employee Group
βοβ― Company Product Group
βοβ― Company Alumni Group
βοβ― Events for the organization
#HDIForums @servicesphere
16. Multimedia
YouTube SoundCloud
βοβ― FAQβs βοβ― Short audio messages and
updates.
βοβ― Unboxing Videos
βοβ― Collaborative audio
βοβ― Tutorials knowledge
βοβ― Staff introductions βοβ― Best practice or
βοβ― Embeddable code and links to educational lessons.
social network.
βοβ― Embeddable code and links to
social network.
#HDIForums @servicesphere
17. Blogging & More
Blog Google Plus
βοβ― Blogging βοβ― Help Desk page for tagging
βοβ― Help Desk Knowledge and supporting users.
Highlights
βοβ― Alerts and updates
βοβ― Help Desk Staff Highlights
βοβ― Group administration
βοβ― Tumblr
βοβ― Group updates on projects, βοβ― Event listings for changes
integration into audio, and non critical updates.
video, text and other
systems.
#HDIForums @servicesphere
18. More & More
Pinterest Other
βοβ― Contxts
βοβ― Service Request Catalog βοβ― SMS contact information for the Desk
βοβ― Service Pipeline Testing βοβ― Social Sharing
βοβ― Buttons on knowledge, self service,
incidents
βοβ― Crowd sourced Opinion on
changes to systems or βοβ― Social Login
βοβ― Janrain
UIβs.
βοβ― Viddy
βοβ― 15 Second FAQ
βοβ― SlideShare
βοβ― Presentations from the support desk.
βοβ― 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
βοβ― Most vendors have twitter integrations
βοβ― Zero vendors have Facebook Integration
βοβ― Some vendors have Activity Streams
βοβ― Limited number with Mobility features
βοβ― None have an Open Self Service
βοβ― Profile Services Missing From All
βοβ― Quantified Work Metrics Absent
#HDIForums @servicesphere
25. Social Media
The Knowledge Worker
#HDIForums @servicesphere
26. Skills
Knowledge Work 2003 Knowledge Work 2013
1.β― Email 1.β― Work Narration
2.β― Survey 2.β― Experience Mapping
3.β― Software Based 3.β― Channel Based
4.β― Document Based 4.β― Link Based
5.β― Team Player 5.β― Network Player
6.β― File Retrieval 6.β― Knowledge Locker
7.β― Relevance 7.β― Context
8.β― Soft Skills EQ 8.β― Trust / Authenticity
9.β― Out Sourcing / In Sourcing 9.β― Personal Sourcing / Mall Sourcing
10.β― Tasks 10.β― 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
33. Knowledge Worker
Consumer Social
ifttt workflow enabled
#HDIForums
TIPS, TRICKS and CHRIS PRACTICES @servicesphere
34. Knowledge Worker
Consumer Social
Facebook LinkedIn
βοβ― Turn on Subscriptions βοβ― RSVP Events / Create
Events / Search Events
βοβ― Tune into Friends
βοβ― Enhanced Layout
βοβ― Learn your permissions
βοβ― Organizations
βοβ― Lists (Really close friends) βοβ― Volunteer
βοβ― Projects
βοβ― Interest Lists (News and
βοβ― Skills
Information)
βοβ― Publications
#HDIForums @servicesphere
35. Knowledge Worker
Consumer Social
Twitter Google Plus
βοβ― Multiple Accounts (focus βοβ― Google Events
on your audience) βοβ― Dialog from other social
channels. E.g., start a
βοβ― Use Lists conversation on a topic from
βοβ― UNDER FOLLOW twitter/LinkedIn.
βοβ― Tagging people, places and
things.
βοβ― Sharing up and downstream
with circles.
βοβ― Public links to opinion
#HDIForums @servicesphere
36. Knowledge Worker
Consumer Social
Pinterest Multimedia
βοβ― Customer Success Boards βοβ― SoundCloud to listen and
share media offline.
βοβ― Tech Idea Boards
βοβ― YouTube βPlaylistsβ for
βοβ― To Read / Watch Boards video categorization.
βοβ― Video to Watch boards
#HDIForums @servicesphere
37. Knowledge Worker
Consumer Social
Offline Books
βοβ― Instapaper βοβ― Kindle Reader
βοβ― Save and Share articles offline
βοβ― Turn on βShow everyone's
βοβ― Pocket highlightsβ
βοβ― Save and Share articles and βοβ― Share passages to other
multimedia. social networks
βοβ― Flipboard / Pulse Reader βοβ― Save highlights to evernote
from web page with clipper.
βοβ― Evernote βοβ― PDF reader and distribution.
βοβ― Evernote Email Address for
Newsletters, articles offline and work
to process. βοβ― iBooks
βοβ― Evernote Sharing of Notes publically βοβ― PDF reading and distribution
βοβ― Evernote note merge.
βοβ― Evernote hash tag research βοβ― Audible
βοβ― Offline listening
#HDIForums @servicesphere
38. Knowledge Worker
Consumer Social
Other Other
βοβ― Skitch βοβ― Reputation/Measure
βοβ― Annotate and share images βοβ― TrustCloud, Klout, Peer
Index, Kred, LinkedIn,
to social networks,
Google page Rank, Facebook
evernote and privately. insights, LinkedIn stats
βοβ― Slideshare βοβ― Home Page
βοβ― Share your knowledge and βοβ― Flavors.me / About.me
get feedback.
βοβ― Google.com/dashboard
βοβ― Quora
βοβ― Crowd sourced Questions
#HDIForums @servicesphere
39. Social Media
The Knowledge Generating Consumer
(The Future of Work)
#HDIForums @servicesphere
40. Datasexual
Quantified Self Platforms
1.β― Mobile Phone 1.β― Big Data
2.β― Wearable Sensors 2.β― Little Data
3.β― Calm Technology 3.β― Experiential Data
4.β― DNA Manipulation 4.β― Atomic Data
5.β― Quantum Computing 5.β― Cosmic Data
#HDIForums @servicesphere