Contenu connexe Similaire à The Social Enterprise of 2013 (20) Plus de BMC Software (20) The Social Enterprise of 20131. Build The 2013 Social Enterprise
Social IT and the Social Enterprise of Yesterday
#BMCSocial
2. @servicesphere #BMCSocial
Agenda
• Introductions & Dialog Options
• Five Top Public Social Tools (or MORE!)
• Knowledge Worker Divide
• How BMC Can Help
• Q&A
@ErinKAvery
2 © Copyright 10/25/2012 BMC Software, Inc
3. Erin Avery Chris Dancy
#BMCSocial @erinkavery @servicesphere
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4. Five Top Public Social Tools
(or MORE!)
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5. @servicesphere #BMCSocial
Support
Support 2003 Support 2013
Authenticity Metrics
Collaborative Methods
Experiential Frameworks
Instant / Trusted Answers
Alternatives Tools
Hyper Local Incidents / Problems
Praise & Feedback Permissions
@ErinKAvery
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6. @servicesphere #BMCSocial
Facebook
Employee to Employee
Facebook Pages
Facebook Commercial Solutions
Facebook Custom Development Solutions
(FBML)
Facebook Groups
Events that effect users
@ErinKAvery
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7. @servicesphere #BMCSocial
Twitter
Feedback
Outages
Innovation (listening)
SMS Backbone
Push Messages e.g. follow
‘helpdesk' to 40404
@ErinKAvery
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8. @servicesphere #BMCSocial
foursquare
Location based Knowledge
Tips/Tricks/FAQ’s based on geofencing
Photos of common objects people might
be looking for specific areas
@ErinKAvery
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9. @servicesphere #BMCSocial
LinkedIn
Company Page
Company Employee Group
Company Product Group
Company Alumni Group
Events for the organization
@ErinKAvery
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10. @servicesphere #BMCSocial
Multimedia
YouTube SoundCloud
FAQ’s
Short audio messages & updates
Unboxing Videos
Collaborative audio knowledge
Tutorials
Best practices/ Education
Staff Introductions
Embeddable code & links
Embeddable Code & Links
@ErinKAvery
10 © Copyright 10/25/2012 BMC Software, Inc
11. @servicesphere #BMCSocial
Blogging & More
Blog Google Plus
Help Desk page for tagging and
Blogging
supporting users
Help Desk Knowledge Highlights
Help Desk Staff Highlights Alerts and updates
Tumblr Group administration
Group updates on projects, Event listings for changes & non
integration into audio, video, text and
other systems. critical updates
@ErinKAvery
11 © Copyright 10/25/2012 BMC Software, Inc
12. @servicesphere #BMCSocial
More & More
Pinterest
Service Request Catalog
Service Pipeline Testing
Crowd sourced Opinion on
changes to systems or UI’s.
@ErinKAvery
12 © Copyright 10/25/2012 BMC Software, Inc
14. @servicesphere #BMCSocial
Skills
Knowledge Worker 2003 Knowledge Worker 2013
Email Work Narration
Survey Experience Mapping
Software Based Channel Based
Document Based Link Based
Team Player Network Player
File Retrieval Knowledge Locker
Relevance Context
Soft Skills EQ Trust / Authenticity
Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing
@ErinKAvery
Tasks Micro-Tasks
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15. @servicesphere #BMCSocial
Metrics
Metrics 2003 Metrics 2013
Annual Review Real Time & Mobile
Resolution Management Opportunity Management
Projects on Time / Budget Ideas on Innovation / Creativity
Date, Time, Volume based Value based
Peer Feedback Sentiment Analysis
Knowledge Recorded Knowledge Shared
Leadership Amplification
@ErinKAvery
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16. @servicesphere #BMCSocial
Tools
For You For Robots For Others
@ErinKAvery
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17. @servicesphere #BMCSocial
Work Flow 2013
EMAIL
Link
Retrieve Offline
Locker / Consume /
Metric Share
@ErinKAvery
17 © Copyright 10/25/2012 BMC Software, Inc
18. #BMCSocial
How BMC Can Help
18 © Copyright 10/25/2012 BMC Software, Inc
19. @servicesphere
#BMCSocial
How BMC Can Help
Post Updates to Facebook &
Twitter
Feed Tweets to ITSM Console
Create Incidents from Tweets
Direct Message user via Twitter
@ErinKAvery
19 © Copyright 10/25/2012 BMC Software, Inc
27. @servicesphere #BMCSocial
Nov 27: Learn how BMC embraces Social IT
Dec 10: The Contextual Bio Enabled Enterprise
of Tomorrow
Follow @BMC_FootPrints for details
@ErinKAvery
27 © Copyright 10/25/2012 BMC Software, Inc
Notes de l'éditeur Links, Not FilesLockers, Not File SystemsDevices, Not FoldersEMAIL is a router for information, not an information store