My slides from Defrag in which I discuss how relationships and identity relationship management can improve interactions with customers and rehumanize our digital world. These make much more sense if you read the speech here: http://wp.me/p4ro7X-2ux

1. No Person is an Island:
How Relationships Make Things Better
Ian Glazer
Senior Director, Identity
Salesforce
@iglazer

2. What have we done?

3. Manage the outside world
like the inside world

4. Customers and Partners
=
Employees

5. We’ve done poorly

6. “Treat your customers
like your employees”
– No one. Ever.

7. DEDICATION
Taking money out of your pocket and
putting it into ours

8. mysql> select * from users;
+----+--------+--------+----------------------+
| id | f_name | l_name | email |
+----+--------+--------+----------------------+
| 1 | Bobby | Tables | lil_bob@xkcd.com |
| 2 | Scott | Tiger | housecat@oracle.com |
| 3 | Babs | Jensen | daisypop89@gmail.com |
+----+--------+--------+----------------------+
3 rows in set (0.00 sec)

10. Bobby
Scott
Us Daisy

11. dc=com
|
dc=example
|
ou=north
|
cn=Bobby Tables, mail=lil_bob@xkcd.com
|
ou=west
|
cn=Daisy Jensen, mail=daisypop89@gmail.com
cn=Scott Tiger, mail=housecat@oracle.com

14. ♡

16. Bobby
Scott
Us Daisy

17. We knew this wasn’t
going to work.

18. We’ve known this wasn’t
going to work…

19. since 1623!

22. Reports To
Reports To
Works with
Reports To

23. Owns
Owns
Reports To
Works with
Reports To
Owns
Reports To

24. Owns
Paired
Sends
data to
Controls
Reports To
Works with
Reports To
Owns
Owns
Uses
Reports To
Gets data from
Owns

25. Reports To
Reports To
Paired
Owns
Uses
Constrains
Choice Of
Works with
Controls
Reports To
Owns
Owns
Uses
Gets data from
Sends
data to
Owns
Drives Uses

26. Reports To
Reports To
Paired
Owns
Controls
Reports To
Constrains
Choice Of
Drives Uses
Works with
Owns
Owns
Uses
Gets data from
Sends
data to
Owns
Uses
Can send data to
Ridden in
Ridden in

27. The Connected World

28. What should we do?

29. Acknowledge that
relationships exist

30. Your customers
Their things
You

35. Person

36. Person

37. Design systems and
processes using
relationships

38. This isn’t new

39. Org
Person
Person
Person
Person
C
R
M

40. Org
Person
Person
Person
Person
Customer
Relationship
Management

41. Org
Person
Org
Org
Org
V
R
M

42. Org
Person
Org
Org
Org
Vendor
Relationship
Management

43. Org
Person
Person
Person
Org
Person
Org
Thing
Thing

44. Org
Person
Person
Person
Org
Person
Org
Thing
Thing
I
R
M

45. Org
Person
Person
Person
Org
Person
Org
Thing
Thing
Identity
Relationship
Management

46. Identity Relationship
Management

47. Relationships can
re-humanize our
digital interactions

48. “It’s not a person.
It’s just a post on a screen.”
– Every troll on the Internet

49. Platforms meant to
provide human-to-human
interactions, contact, and
closeness at scale

50. often dehumanize those
very interactions.

51. Use relationships to
manage our interactions

52. mysql> select count(*) from users where
happy_to_be_row=‘TRUE';
+----------+
| count(*) |
+----------+
| 0 |
+----------+
1 row in set (0.00 sec)

53. Thing
Thing
Thing
Thing
Thing
Thing
Thing
Thing Us

54. Thing
Person
Thing
Thing
Thing
Thing
Thing
Thing
Thing Us

55. What I know about
relationships:

56. Scalability

58. • Number of actors
• Number of attributes
• Number of relationships

59. • Number of actors
• Number of attributes
• Number of relationships
• Administration

60. Select a device to manage: EB:43:F6:F8:18:31
00:0D:58:AB:9B:FC
B7:E8:56:E7:0C:96
E8:DD:27:0F:B1:5D
00:0E:60:5C:81:7E
00:0D:58:5C:87:A2
21:C9:D0:11:7B:79
00:0E:58:7C:50:CA
00:0E:58:7B:50:B1
00:11:D9:40:90:0E
00:11:D9:64:CD:0A
6B:70:9F:D0:B6:91
8C:2E:AA:40:DF:79
00:08:9B:DA:10:DC
21:C8:D0:11:7B:79
00:0D:46:AB:9B:FC
00:12:D8:40:90:0E
00:0E:59:7B:50:B2
E8:DD:28:0F:B1:45
00:0E:58:7C:50:CA

61. 00:0E:58:7C:50:CA
00:0E:58:7B:50:B1
00:11:D9:40:90:0E
00:11:D9:64:CD:0A
6B:70:9F:D0:B6:91
8C:2E:AA:40:DF:79
00:08:9B:DA:10:DC
21:C8:D0:11:7B:79
00:0D:46:AB:9B:FC
00:12:D8:40:90:0E
00:0E:59:7B:50:B2
E8:DD:28:0F:B1:45
EB:43:F6:F8:18:31
00:0D:58:AB:9B:FC
B7:E8:56:E7:0C:96
E8:DD:27:0F:B1:5D
00:0E:60:5C:81:7E
00:0D:58:5C:87:A2
21:C9:D0:11:7B:79
EB:43:F6:F8:18:31
00:08:9B:DA:10:DC
00:11:D9:40:90:0E

62. EB:43:F6:F8:18:31
00:0D:58:AB:9B:FC
B7:E8:56:E7:0C:96
E8:DD:27:0F:B1:5D
00:0E:60:5C:81:7E
00:0D:58:5C:87:A2
21:C9:D0:11:7B:79
00:0E:58:7C:50:CA
00:0E:58:7B:50:B1
00:11:D9:40:90:0E
00:11:D9:64:CD:0A
6B:70:9F:D0:B6:91
8C:2E:AA:40:DF:79
00:08:9B:DA:10:DC
21:C8:D0:11:7B:79
00:0D:46:AB:9B:FC
00:12:D8:40:90:0E
00:0E:59:7B:50:B2
E8:DD:28:0F:B1:45
00:0E:58:7C:50:CA
E8:DD:27:0F:B1:5D
6B:70:9F:D0:B6:91

63. Acknowledgeable

64. Happy birthday to
my super awesome partner
who doesn’t know who I am

65. All parties need to know

66. Asymmetry of Power

67. Law of Gross
Tonnage

68. Law of Gross
Tonnage

69. Provable

70. Single Party Asserted:
X relates to Y because X says so
I work for her

71. Multi-Party Asserted:
X relates to Y because X and Y say so
She
works
I work for her for me

72. 3rd-Party Asserted:
X relates to Y because Z says so
HR
Sally works
for Mary

73. Social network can be
that authority

74. Authority for devices and
things?

75. Actionable

77. Can perform
actions Z, Y, Z
Can perform
actions Q, W, E

78. Can perform
actions Z, Y, Z
Can perform
actions Q, W, E

79. Can perform
actions Z, Y, Z
Can perform
actions Q, W, E

82. ?
?

83. Constrainable

85. With my permission,
it can report location
It can constantly
report energy use
It can only be used
by customers with
active licenses

86. Consent
Consent
It can only be used
by customers with
active licenses

87. Consent
Consent
DRM

88. Immutable

89. Built by
Built by

90. Transferable

91. Temporary Transference
Client

92. Temporary Transference
Delegate
Client
Acts on behalf
off client

93. Temporary Transference
Client
Acts on behalf
off client

94. Temporary Transference
Client

95. Permanent Transference
Owns

96. Permanent Transference
Owns
Customer Of

97. Permanent Transference
Owns
Customer Of

98. Activatable

99. Inactive relationships
Drives Insures
Manufactured By

100. Active Relationships

101. Active Relationships

102. Active Relationships
Customer

103. Active Relationships
Customer
Owns
Possesses

104. Active Relationships
Customer
Owns
Owns
Possesses
Associated

105. Active Relationships
Customer
Owns
Owns
Possesses
Associated

106. Active Relationships
Customer
Owns
Owns
Possesses
Associated

107. Revocable

108. Right to be Forgotten

110. Oh yeah life goes on

111. Oh yeah life goes on

112. Long after the thrill

113. Long after the thrill

114. Of the relationship is gone

115. Of the relationship is gone

117. Owns Paired
Owns
Built By
Acts on behalf of

118. Owns Paired
Owns
Built By
Acts on behalf of

119. Owns Paired
Owns
Built By
Acts on behalf of

120. Owns
Paired
Built By
Acts on behalf of

122. There’s
still data
here
There’s
still data
here

123. Relationships

124. • Scalable
Relationships

125. • Scalable
Relationships
• Acknowledgeable & Provable

126. • Scalable
Relationships
• Acknowledgeable & Provable
• Actionable & Constrainable

127. • Scalable
Relationships
• Acknowledgeable & Provable
• Actionable & Constrainable
• Immutable & Transferable

128. • Scalable
Relationships
• Acknowledgeable & Provable
• Actionable & Constrainable
• Immutable & Transferable
• Activatable & Revocable

129. How would things get
better?

132. Behave like we do in
the real world

133. with all the efficiencies of
the online world.

134. How and What
People and Things

135. How can we use
relationships?

136. I don’t know.

137. I need your help.

139. Identity
Relationship
Management
Working Group
http://kantarainitiative.org/confluence/display/irm/Home

140. You

141. You
Person
Thing

142. You
Partner
Person
Thing
Thing

143. You
Partner
Person
Person
Org
Thing
Thing

144. Org
You
Person
Partner
Person
Person
Org
Thing
Thing

145. Bobby
Scott
Us Daisy

147. Rich
Meaningful
Manageable
Humanizing

148. Thanks!
iglazer@salesforce.com
@iglazer