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Philadelphia, April 26-27 2018
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Breaking the
Rules to Help Your Users
Keith Brooks, B2B Whisperer
keith@b2bwhisperer.com
@lotusevangelist

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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist 2

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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Who is Keith Brooks?
My 4th time Presenting at Social Connections
CIO
IBM Redbooks Thought Leader
Candy Corn Lover
Collaboration Transformations
Pinball Addict
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Why do Unwritten Rules Exist?
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• Fear
• Past Experience
• Legends
• Lack of Documentation / Direction
• Lack of Time
• Denial

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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You did
WHAT?
HOW!
https://pixabay.com/en/maki-lemur-lemur-monkey-scared-2627589/
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You Lose Some
• New Laptop – Not going to happen
• Bad Security – Still Going To Happen
• Service Now Data – You Don’t Care?
• Who Owns These Processes? – Might
be dead before they know or tell me
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Goals Are Important
• Tie your need to a corporate goal
• Everyone should have the end
goal in mind
• Just like kitchen remodeling
takes time and planning, you
need the right people and ask
the right questions
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/baby-2956997/
Thinking of
all the
Possibilities
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How You Envision Your IT Sees Your Request
https://pixabay.com/en/body-of-water-no-person-nature-3272180/
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How IT Views Your Request
https://pixabay.com/en/nuclear-weapons-test-nuclear-weapon-67557/
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/bar-local-cong-ireland-irish-pub-209148/
IT is enough to lead one to drink…
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
But IT Works for YOU
• Don’t be put off by their defenses
• YOU are the customer
• Ask why are they inhibiting usage
• Propose that they experience their solution
• Justify your need so they can for their boss
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/call-center-phone-service-help-1015274/
Help Them,
Help Their
Metrics!
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
How? By Reducing Help Desk Tickets
• Do your homework first
• Plan the basic configuration settings
• Set quotas that make sense
• Provide documentation a user can understand
• Security should make sense
• Training, Training, Training
BAD CAPTCHA
https://organicweb.com.au/10042/internet/recaptcha-gone-mad/
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
https://pixabay.com/en/win-word-scrabble-letters-wooden-1820037/
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
You Win Some
• Change the Processes
• Configuration Optimization – Halfsies
• Training – lol – Do It Anyway
• Monitoring Services and Servers
• Archiving vs Copying vs Synching
• External Partners Support
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
One Last Thing
• There is no finger pointing or blaming
in a collaborative organization
• Plan ahead WITH IT so they can agree
• Metrics and Goals rule, leverage them
• When you need help, ask for it
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
Keith Brooks
@lotusevangelist
keith@b2bwhisperer.com
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Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist
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