IBM Open Doors Workshop Master vUpload

hashtag:
#IBM100

Open Doors: Workshop & Mentoring on
Social Media, Collaboration, and User Experience

May 19, 2011

What is User Experience?

A Presentation by Richard Smallbone and Karen Maxwell
May 19, 2011

: #IBM100

Who we are

Richard Smallbone Karen Maxwell

3 © 2011 IBM Corporation

Objectives

A good understanding of a successful User Experience
How to develop a persona
Examples
How this applies to you
Tools to help you



UX Design is how it works



Good UX design is problem solving



Great design is where beauty,
functionality, and ease-of-use all
come together.



Who are your users, and how do you ensure you're reaching them with content
that's relevant to their needs and interests?

business users
objectives

technology


What we do


User Experience Specialists design across multiple channels

Web Kiosk Mobile

Skillset includes:
Digital Strategy Usability and Accessibility Testing
Visioning Consultation & Workshops Information Architecture
Persona Development Visual and Interaction Design
Social Media Consultation & Workshops Front-end Development

Requirements Gathering Information Architecture Visual/Interactive Design Development Accessibility Testing Maintenance


How we do it


IBM’s five-stage process
IBMi’s five-stage process builds comprehensive user knowledge and uses the results to build solutions
that deliver on user needs and business objectives.

Brand alignment, page layout, page elements,
Visual Design text, imagery and navigational components

establishes a mental model for the user to
Interaction Design interact with a system or application
Usability Accessibility
develops the application flows to facilitate
user tasks
Information Architecture

detailed description of required site functionality
Functional Specs & to meet user needs
Content Requirements
user research, stakeholder interviews, persona
User Needs & development, ethno/techno/psychographics
Site Objectives


Why good User Experience is important

1. Good design and usability is good for business
2. Addressing the user’s real goals mean lower percentage of site abandonment
3. Better UX means fewer customers move to the competition
4. The better the experience translates to more sales
5. A useable design is a key to building on-line trust with your audience
6. A good (user) experience correlates with a willingness to repurchase a product or
service, a reluctance to switch and a likelihood to spread a positive word-of-mouth
endorsement


Persona development


What is a Persona?

A composite description of a real person who represents a primary customer
segment. These descriptions contain detailed information on the motivations, goals,
and preferences of a representative customer.

Why are personas valuable?
They help to make informed, fast decisions. By creating a shared, vivid picture of
target customers’ behaviors, project teams can better evaluate how to satisfy
customer needs resulting in less scope creep from unwanted and unnecessary
features, faster consensus across the team, and none of the pitfalls from self-
referential design.


Understanding Your Audiences
To successfully create engagement and cut
through the noise, you have to have a deep
understanding of your target audience
who they are
what they want/need/expect
unique characteristics about them
needs and scenarios about how they will
interact with the site or application
features on the site that address this


Name: John Adams
Role: Traditional Donor What is
your admin
• Location: Toronto, Ontario
fee: How
• Age: 52
Age much of my
$$ go to
• VP, Corporate Finance charity

what would their
message to us be?

Organization’s Key goals Characteristics Wants/needs

• Create interest for John to join Non-profit Xs • Wary of sharing personal matters over • Quick info
Facebook page social sites
• Recognition
• Communicate the value of becoming involved • Blackberry for work and computer at
with “Non-profit X” work/home. Follows industry websites through
Google Reader

• Values his reputation at work and perception
of his community involvement

• Gives to other causes outside of work


Persona development - exercise


Examples


Easy-to-find
donation link

News and blog
updated with
timely, relevant
information

Very clear
communications
for specific
target audiences


Regional
information

Easy-to-find
donation link
(could be higher
in the page)

Very clear
communications
for specific
target audiences


Navigation organized by
audience type

Animated slideshow
with messages directed
at specific audiences

Quicklinks to sub-sites


How this applies to you

1. Make the focus of your organization clear to your audience
2. Make it easy to donate/volunteer
3. Provide targeted information for different audiences (based on
role/region etc.)
4. Make it easy for the to get information from you
5. If you have the resources to keep it up-to-date (VERY IMPORTANT)
maintain a news section/blog


Tools


Wordpress
Initially started as a blogging platform, Wordpress is now a capable tool for building fully-
featured websites
Wordpress.org will host your website for free, or you can install the Wordpress on your own
server.

Plugins for:
Surveys Social Networking (add to Facebook,
Twitter etc.)
Polls
Traffic Stats
Slideshows
Contact Forms
Galleries
Calendars


Design based on an
existing template with
minor modifications:
•Custom header graphic
•Minor CSS changes
•Widgets

An RSS feed allows
students, teachers and
parents to receive
updates in their RSS
readers

The calendar is updated
by office staff through an
easy-to-use interface


Flickr/Creative Commons

Flickr is a photo-sharing website with millions of users worldwide.
Creative Commons licensing allows Flickr users to make their photographs
available, without cost, usually with the requirement that they are credited for
the photograph.
Be aware that model releases may be required in cases where a person’s face
is clear and identifiable.


Photo by Allan Chow

Photo by ageing accozzaglia Photo by Ronald Wong

Photo by John Gevers Photo by Charles Pieters


iStockphoto.com

Low-cost stock photography. Usually $5-$10/image for web use, $20+ for print
use.
Also includes Video, Audio, Illustration, and Flash Animation.
All iStockphoto photographs with clear and identifiable faces are model-
released, meaning that you are free to use them without concern.


Keep it simple.
Make it easy.
Focus on user needs.
Use available tools.


Questions?

Thank you


Helpful Links

A List Apart http://www.alistapart.com/
Smashing Magazine http://www.smashingmagazine.com
Ideas on Ideas http://www.ideasonideas.com/
Mashable http://mashable.com
Flickr http://www.flickr.com/creativecommons/
iStockphoto http://www.istockphoto.com/

Persona creation http://www.deyalexander.com.au/resources/uxd/personas.html


hashtag: #IBM100

Open Doors: Workshop & Mentoring on
Social Media, Collaboration, and User Experience

May 19, 2011

Engaging community and
volunteers online
A Presentation by Bernie Michalik
May 19, 2011

: #IBM100

Agenda

Objective
Introduction
Survey / Activity
What is social Media?
Non-profits and social media
Sparked.com
How do people use social media?
What approaches should you take?
What steps should you take to apply these approaches?
Final Questions
Finally


Introduction

Social Media

My relationship with social media
– Since Web 2.0 (when Time’s Person of the Year for 2006 was “You”)
– To now (when Time’s Person of the Year for 2010 was Mark Zuckerberg,
CEO of Facebook)


Survey / Activity

Who here uses social media?
–How do you use it to share information?

Who doesn’t?
–How do you share information with others?

The Colour Game


Objective

1. Learn about approaches to social media that can add value to your
organization.

2. Learn what steps you can use to apply social media tools and approaches in
your organization.


What do we mean by Social Media?

Social media are media for social interaction, using highly
accessible and scalable communication techniques.

Social media is the use of web-based and mobile technologies
to turn communication into interactive dialogue.

“A group of Internet-based applications that build on the
ideological and technological foundations of Web 2.0, which
allows the creation and exchange of user-generated content
(Andreas Kaplan and Michael Haenlein)


What are some examples of Social Media?

Social Media Platforms: Facebook.com, Wordpress.com
Media Sharing Sites: YouTube, Flickr, SlideShare
Blogging technologies: Blogger, WordPress and Xanga
Microblogging sites: Twitter, Jaiku, Tumblr and Posterous
Wikis include Wikipedia, WikiHow, WikiBooks and Wikitionary.
Social review sites: Yelp, Epinions and Trip Advisor
Bookmarking sites: Digg, Delicious, StumbleUpon and Reddit

More and more, everything is becoming social media


How are people using social media?

Gen Y: born 1975 - 1992
(18 to 35 year olds), Gen
X: 1965 and 1974 (36 to
45 year olds) and Baby
Boomers: before 1964 (46
years old and older).


How are companies and organizations using social media?


Why do people go to social networking sites?

Notice the gap?


The gap between people and organizations


What can we take away from this?

It’s not about “You”

It’s about how you can benefit those who are interested in your organization

It’s not about a particular technology – yet

Social media is becoming less and less “optional”


How are other non-profits using social media? Or Sparked.com


Sparked.com volunteers


What do non-profits look for on Sparked.com?

It is quite varied and individual, but common extracted questions include:

Can you help us improve our blog?
How can we use twitter or use it more effectively?
How can we get more out of Facebook? How do we get more "Likes"?
How can we get more traffic to our web site and other social media?
How can we generate funds?
We need help getting <insert technology here> to work for us or to work for us more
effectively?
Can we get someone to do <such and such social media activity> for us?


How are other nonprofits putting social media and emerging technology to good
use?
Social Media Platforms
Media Sharing Sites
Blogging technologies
Microblogging sites
Location based services
QR codes
Wikis
Bookmarking sites

Tip! for a good Google search term, use nonprofit technology (e.g. nonprofit youtube)


Good uses of Social Media technologies: Wordpress and Facebook

The site is built using Wordpress and incorporates Facebook, YouTube and Twitter functionality


Facebook social plug-ins

< Salvation Army uses some of these


Good uses of Social Media technologies: Facebook linked to other social
media


Good uses of Microblogging sites: Twitter


Good ideas on how to use Twitter

Brand your twitter background
consistently
Build real relationships
Make your tweets
retweetable/sharable
Monitor your org’s name on
twitter
Use hashtags to promote events
Use Twitpic
Use sites like bit.ly to measure
effectiveness


Good examples/advice on blogging: WordPress and others


Good uses of Microblogging sites: Tumblr and Posterous


Good uses of Media Sharing Sites: YouTube

Also RSS Feeds and Podcasts! Even bulletin boards


Good uses of Media Sharing Sites: YouTube


Good uses of Media Sharing Sites: Flickr

http://www.flickr.com/search/?q=canadian+breast+cancer+foundation&s=rec


Good uses of Media Sharing Sites: SlideShare


Good uses of location based services: Foursquare, Gowalia, meetup


Good uses of emerging technologies: QR Codes

1. In fundraising appeals.
2. In print newsletters.
3. At fundraising events – galas, marathons, etc.
4. On flyers and community billboards.
5. At protests.
6. At conferences.
7. At check-out lines.
8. On tabletops in restaurants.
9. In playbills.
10. In museum tour materials.
11. As scavenger hunts.
12. In city tours.
13. At concerts and sporting events.
14. For art walks.
15. At zoos, aquariums, and animal shelters.
16. In libraries.
17. At parks and outdoor recreation venues.
18. At church.
19. On college and university campuses.
20. At airports.
21. In window displays.
22. On t-shirts, mugs, pins, and business cards.


Good uses of emerging technologies: virtual newspapers/newsletters


Good uses of other older technologies: wikis

http://ontariosiwiki.marsdd.com/index.php/Main_Page


Good uses of other older technologies: social bookmarking

http://www.delicious.com/bernie_michalik/OpenDoors


What approaches should you take?
Incorporate social media in your overall communications/collaboration approach

Have a plan – to hold ‘em and to fold ‘em

Start small – move fast

“Do what you can, with what you have, where you are.” (T. Roosevelt)

Don’t get fixated on the map: fixate on the destination and the best route to get there.

Steal other people’s approaches.


Approach Examples

Decentralized approach
– Each part of the organization doing it
their own way
– Tie it together with
Centralized approach
•Branding
One part of the organization drives the
•Limited guidelines
effort (e.g. all social media work done by
•Regular governance Marketing/Communications/HQ)
--- And/Or ---
One technology drives the effort (e.g. all
social media work will revolve around
Facebook)


What steps should you take to apply these approaches?
1. Get started – don’t hesitate!
2. Get ideas
– From this presentation
– From Sparked.com
– Steal ideas
– Pose questions to others
3. Get resources
– People
– Knowledge
– Tools/technology
4. Get a plan
Try one or more of the approaches mentioned or blend up your own
5. Get going!


Some rights reserved (Wade Rockett’s Flickr photostream)


Wrap-Up

http://www.delicious.com/bernie_michalik/OpenDoors
http://ibm.com/iibv


Expand how you
collaborate
A Presentation by Jennifer Nolan jen.nolan@ca.ibm.com
May 19, 2011

: #IBM100

Collaboration is achievement of
results impossible to
accomplish independently
– Rex Lee, RIM LotusSphere 2011


A fundamentally different way
people collaborate, how people
work, how to establish trust.
– Sandy Carter, Vice President, IBM Social Business, Collaboration, and Lotus Sales and Evangelism


Objective

1. Learn about ways you can leverage collaboration tools to help you achieve the vision
of your organization.

2. Explore some of the free and low-cost on-line tools that are available to help you
collaborate between your employees, partners, investors, and volunteers.

3. Learn about custom collaboration approaches


Agenda

How do you collaborate today?
What are some free/low cost tools for expanded collaboration?
What are some custom examples of collaboration?
Ok, now what?


What tools do you use to collaborate today?

Phone Teleconference
Meetings Emails
Hallway Web meetings
conversations
Video Conferencing
Events
Mass email newsletters
Postal mail

What happens to the conversations?
Conversations are limited in reach, and limited lifespan
Buried in emails / handwritten notes / recycle bin
Messages tend to be one way
Documents emailed back and forth


Who do you want to collaborate with?

Board of
Investors
directors
Partners Staff
Other Volunteers
Vendors non
profits

Participants / Audience /
Members / Patrons

General Public

Internally

You collaborate together to achieve specific goals, utilizing each person’s skills
and talents
You know each other, trust each other, know what each other can do
You share the workload


How do you take that model “outside” your organization?

Establish trust over time through open and sincere communications
– Making friends at school – something in common
Give external participants the feeling of participation / belonging / buy-in
Encourage your external participants to share the workload
Keep posting, keep it fresh
Keep it different – give & take

What is the culture that you want to set?
Who is your social business champion?


Tools for collaboration

We are going to cover tools in 4 basic areas:
– Establish an online community
– Collaboration on Social media
– Team spaces
– Volunteer hubs


Establish an online community
Establish a web site where the groups you want to collaborate with can easily interact with
you and with each other.
There are many online sites that will let you build a web-site for free. However you may
want to pay a small fee for the additional features that make the web site more unique
(such as your own domain name).
It can be a simple blog where you let users comment, or it could be a group blog with
multiple authors, or a true community site where everyone can post.
Assign a community manager, become a part of the conversation
Adding “widgets” expands the functionality of the site:
– forums, surveys, polls, contact us, user generated content, integration with
Facebook, integration with twitter.
There are many “free web site” sites available. For example:
– Word Press http://wordpress.com/
– Drupal Gardens https://www.drupalgardens.com/pricing


Establish a custom online community

You can take the next step and contact a hosting provider that provides hosting
as well as services to help you make your site look and function in a specific
way.

Many graphic design, web site development, and hosting companies provide
discounts for non profit organizations (and if they don’t, ask).

Or host it yourself. Multiple packages available.


Collaboration on Social Media: Facebook

Award winning Canadian Science Fiction Author, Robert J. Sawyer, has
asked his friends:
– To provide feedback for two possible titles for his next book
– To provide feedback on whether having two characters whose
names start with the same letter is a problem for readers
– To share which "classic" sci-fi books they would most like to see
be made into a movie
– To find medical experts to vet portions of his upcoming novel
– To provide a good one-liner joke in a particular scene
https://www.facebook.com/robertjsawyer
A new orienteering club has asked members to comment on which logo they
prefer
– VO2 Orienteering added 2 new photos to the album Choose your
favourite VO2 logo!!!
https://www.facebook.com/pages/VO2-Orienteering/162943340408967


Collaboration on Social Media: Facebook

Ontario Science Center expert is answering specific questions about black
holes
– Q: Kepler mission has found many extra solar planets. How will
this change research, if at all?

– A: Because Kepler collects far more data (and collects it much
faster) than earlier planet-finding efforts, the Kepler mission
allows astronomers compare our solar system to other solar
systems in ways never before possible.
https://www.facebook.com/ontariosciencecentre

Toronto Public Library will recommend a book for you
– “Today and next Tuesday (next Monday the library is closed for
Easter Monday) are your last opportunities to participate in our
Keep Toronto Reading book recommendations. You share with us
three titles you loved -- a librarian from Readers' Services
Committee will suggest another we think you'll love too. So, what
are your favs? https://www.facebook.com/torontopubliclibrary


Collaboration on Social Media: Twitter

Dissemination of Publications and Materials
- I have used Twitter to post links to our grant deliverables as soon as they are published online. Twitter
friends with more followers then post the link and it is quickly spread to hundreds of people.
Jennifer D. Jones, injenuity

Using twitter to get feedback throughout a conference
- We set up a twitter account for a recent young people/youth work practitioners conference and asked
twitter to turn on auto-following. We got over 1/2 the delegates to follow our conference account so we
could ask questions throughout the day, and we encouraged them to text in feedback, ideas, comments,
inspirations. We were projecting their tweets onto the wall in the main room, and showing them on
scrolling rss-tickers on all the other presentation projectors. It gave us a really useful 'gut reaction' form
of feedback, that massively complements the evaluation form feedback - and allowed us to adapt parts
of the event on the basis of instant feedback. Blog post reflecting on the process

Using twitter as a virtual water cooler.
- I work from home, and my colleagues are my collaboration buddies, clients, colleagues. Twitter is a
great way to keep up with what is happening, so face-to-face meetings get up to speed much quicker.
Blogs work the same way, though they tend to contain a different set of content.

From http://onlinefacilitation.wikispaces.com/Twitter+Collaboration+Stories

Collaboration on Social Media: Twitter

Fostering Professional Connections
- The principal of my children's school was considering using a blog as a communication tool for the
school. He wanted to see some examples of other elementary principals who were already doing this. I
tweeted a request for links to exemplary elementary principal blogs. Got a list of 4 excellent ones in
minutes. I emailed him the results.
Darren Kuropatwa, blog: A Difference, twitter: http://twitter.com/dkuropatwa

Informal Research
- On several occasions, I have used TwitterPolls to get instant feedback about issues facing educators.
After asking whether specific web sites were blocked by schools, over 30 people responded in about an
hour. Perfect for getting some authentic results in a very short time, to either verify other research or letting
you know if you're on the right track.
Steve Dembo, Teach42

Using Twitter as a people-powered search
- Courtesy from Web Worker Daily: "Try Twitter Instead of Mahalo for People-Powered Search". Luis
Suarez

From http://onlinefacilitation.wikispaces.com/Twitter+Collaboration+Stories

Collaboration on Social Media: YouTube
Customizable: Allows you to establish a channel
- “Your channel is your home for broadcasting on YouTube. It's the place to house the
videos you make ("Uploads"), the videos you love ("Favorites"), and the videos
you've organized ("Playlists"). Personalize your channel by selecting the background
color, formatting and module options.”
Can embed on your own website without technical hassles
It is not just about posting “your” videos, but asking for responses
- Example: video wedding best wishes to William and Kate
- Example: Old Spice commercials
• “Subsequent to the release of the "Questions" Old Spice commercial, a
YouTube campaign featured Mustafa reprising the same character and
responding to over 100 YouTube, Twitter, Facebook and Reddit comments in a
series of brief videos. The short ads used the same humor as the TV spots.”
http://en.wikipedia.org/wiki/The_Man_Your_Man_Could_Smell_Like
- Tell us your stories
- Fan art


Collaboration on Social Media: YouTube

Sharing work load:
“Well now the Real Academia Española (Spanish Language Academy) has created a channel on
Youtube which allows everyone to share their particular “readings” of one of the most popular novels of all
times, Don Quixote by Miguel de Cervantes.
The idea is simple and unique for collaboration: the channel encourages you to record yourself on a video
reading a passage of the novel and share it, so it will turn out to be an Universal Reading where
thousands of voices get together to revive the daydreaming Spaniard Knight-errant.”
http://www.collaborationideas.com/2010/09/a-good-example-of-collaboration-quixote-2-0-channel-on-youtube/

Recycling a bottle, flashmob style
http://www.youtube.com/watch?v=GYnd5JRu86E


Collaboration on Social Media: SlideShare.net

http://www.slideshare.net/wildapricot/apricot


Collaboration on Social Media: Flickr & photo sharing

US State - asked public to post photos of problems with waterways
Chinese Government - asked people to post photos of “pot holes” and other
problems before olympics
Sharing photos from an event – use the tag!


Microvolunteering: Sparked.com


Macro volunteering:
VolunteerToronto.ca CharityVillage.ca


Team Spaces

Board of
Investors
directors
Partners internally
Other Volunteers
Vendors non
profits

Teams are often not working in the same office


Team Spaces: Google Apps

http://services.google.com/apps/site/overview/index.html

Team Spaces: Real-time collaboration

http://docs.google.com

Team Spaces: Real-time collaboration

Multiple people editing the same document – at the same time


Team Spaces: Shared Calendars

Have multiple calendars, all in one view, each with their own settings. Share
what you want, keep other calendar’s private.

Use for Team Calendars and for public event Calendars


Team Spaces: PBWorks.com


Team Spaces: Dropbox.com

Document repository - Access to uploaded files anywhere
Establish timelines / tasks
Discussions
Control who you share with
Looks like a folder in windows
Easy to start using
No feature overload
Mobile app


Team Spaces: BaseCamp

Online project planning
Online document sharing
Shared tasks
Shared milestones

http://basecamphq.com/

Custom collaboration applications: Toronto Community Foundation –
Community Knowledge Centre http://ckc.tcf.ca/


Custom collaboration applications: MBRT.org


Raise awareness
Ok, now what?
More use of our programs
More investors
More volunteers
What are we trying to achieve f Specific goal
What makes us different f
How will we measure our progress toward our goals f
Who is our social business champion f
What are similar organizations doing f
What are un-related organizations doing f
How can we apply these tools / approaches to our own goals f
How can we apply other tools / approachesf


Exercise
Share a specific goal that your organization is working on
-What are you trying to achieve f
-What makes you different f
-How will you measure the progress toward this goal f

Everyone else
-What are similar organizations doing f
-What are un-related organizations doing f
-How can they apply these tools / approaches to the goal f
-How can they apply other tools / approaches f


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