The Social Enterprise of 2013

Build The 2013 Social Enterprise

Social IT and the Social Enterprise of Yesterday

#BMCSocial

© Copyright 04/10/2023 BMC Software, Inc2 © Copyright 04/10/2023 BMC Software, Inc2

Agenda

• Introductions & Dialog Options

• Five Top Public Social Tools (or MORE!)

• Knowledge Worker Divide

• How BMC Can Help

• Q&A

#BMCSocial@

Erin

KAve

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@se

rvic

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Erin Avery@erinkavery

Chris Dancy@servicesphere#BMCSocial

© Copyright 04/10/2023 BMC Software, Inc4

Five Top Public Social Tools

(or MORE!)


Support#BMCSocial

Authenticity

Collaborative

Experiential

Instant / Trusted

Alternatives

Hyper Local

Praise & Feedback

Support 2013Support 2003

Metrics

Methods

Frameworks

Answers

Tools

Incidents / Problems

Permissions

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Employee to Employee

Facebook Pages

Facebook Commercial Solutions

Facebook Custom Development Solutions

(FBML)

Facebook Groups

Events that effect users

Facebook#BMCSocial

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Feedback

Outages

Innovation (listening)

SMS Backbone

Push Messages e.g. follow

‘helpdesk' to 40404

Twitter#BMCSocial

@Er

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Location based Knowledge

Tips/Tricks/FAQ’s based on geofencing

Photos of common objects people might

be looking for specific areas

foursquare#BMCSocial

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Company Page

Company Employee Group

Company Product Group

Company Alumni Group

Events for the organization

LinkedIn#BMCSocial

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very

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Short audio messages & updates

Collaborative audio knowledge

Best practices/ Education

Embeddable code & links

FAQ’s

Unboxing Videos

Tutorials

Staff Introductions

Embeddable Code & Links

SoundCloudYouTube

Multimedia#BMCSocial

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Help Desk page for tagging and supporting users

Alerts and updates

Group administrationEvent listings for changes & non

critical updates

BloggingHelp Desk Knowledge HighlightsHelp Desk Staff Highlights

TumblrGroup updates on projects, integration into audio, video, text and other systems.

Google PlusBlog

Blogging & More#BMCSocial

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Service Request Catalog

Service Pipeline Testing

Crowd sourced Opinion on changes to systems or UI’s.

Pinterest

More & More#BMCSocial

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Knowledge Worker Divide


Skills#BMCSocial

Email

Survey

Software Based

Document Based

Team Player

File Retrieval

Relevance

Soft Skills EQ

Out Sourcing / In Sourcing

Tasks

Knowledge Worker 2013Knowledge Worker 2003Work Narration

Experience Mapping

Channel Based

Link Based

Network Player

Knowledge Locker

Context

Trust / Authenticity

Personal Sourcing / Mall Sourcing

Micro-Tasks

@Er

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very

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Metrics#BMCSocial

Annual Review

Resolution Management

Projects on Time / Budget

Date, Time, Volume based

Peer Feedback

Knowledge Recorded

Leadership

Metrics 2013Metrics 2003

Real Time & Mobile

Opportunity Management

Ideas on Innovation / Creativity

Value based

Sentiment Analysis

Knowledge Shared

Amplification

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For You For Robots For Others

Tools#BMCSocial

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Work Flow 2013

Link

Offline

Consume / Share

Locker / Metric

Retrieve

EMAIL

#BMCSocial@

Erin

KAve

ry

@se

rvic

esph

ere


How BMC Can Help

#BMCSocial


Post Updates to Facebook & Twitter

Feed Tweets to ITSM Console

Create Incidents from Tweets

Direct Message user via Twitter

How BMC Can Help#BMCSocial

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very

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serv

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#BMCSocial@

Erin

KAve

ry

@se

rvic

esph

ere


Nov 27: Learn how BMC embraces Social IT

Dec 10: The Contextual Bio Enabled Enterprise

of Tomorrow

Follow @BMC_FootPrints for details

#BMCSocial@

Erin

KAve

ry

@se

rvic

esph

ere


Questions via chat?


Thank You

The Social Enterprise of 2013

Technology

Transcript of The Social Enterprise of 2013