conversational collaboration: how messaging, app integration, and chatbots are changing social...
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7SUMMITS
Conversational Collaboration: How Messaging, App Integration, and
Chatbots Are Changing Social Collaboration
@dhinchcliffe
June 6th, 2016
‹#›@dhinchcliffe
We’re Beneficiaries of a Large & Growing Collaboration Tech “Tree of Life”
Towards Cognitive Collaboration
‹#›@dhinchcliffe
So Knowledge Started to Flow Visibly…
And It Was Searchable, Reusable, Leverageable…
‹#›@dhinchcliffe
Our information landscape became measured in thousands of petabytes
• Social ecosystems are largely responsible.
• The good news: Information is no longer submerged.
• However, it is increasingly became an onslaught.
• Enter big data…Visible
Knowledge
Us
1 PB = 1,000,000,000,000,000,000,000 bytes = 1021 bytes = 1 trillion gigabytes = 1 million exabytes
‹#›@dhinchcliffe
Now We Could Work Openly and Understand Our Collective Knowledge
Open Collaboration Insight
Social Tools + Knowledge Flow
Big Data
Admittedly, It Was Very Immature, But a Big Improvement
‹#›@dhinchcliffe
The Current State: Social Business• The use of open sharing and participation at the
core of how we work with our stakeholders and manage our organizations
• And explicitly taking advantage of the rules (power laws) that make digital networks uniquely powerful
• Aimed at business objectives• Usually through social tools• Creates or leaves behind more value at each step
in the process• Works best with new technology• And new thinking• But leading companies are now
reaping major benefits today• Expected to be a $23 billion industry by 2019,
growing at an impressive 26% annually. Source: Technavio
Local Social Business Strategy
social business committee/center of excellence
Local Social Business Strategy
Local Social Business Strategy
coordination,cross-pollination,
best practice capture,support,
governance
Social Business Strategyglobal
agile & iterative
organization
‹#›@dhinchcliffe
New Data on Where Social Business Value Lies
• On average half of social business stakeholders say social tools have better enabled digital activities
• But some areas are particularly high value
• Order to cash• Demand planning• R&D
• These are not areas that most focus on with social business.
Source: How social tools can reshape the organization, McKinsey, May 2016
‹#›@dhinchcliffe
What Social Business Participants Think Will Happen Next
Source: How social tools can reshape the organization, McKinsey, May 2016
‹#›@dhinchcliffe
But the Collaboration Tools and Apps with Our Data Kept Coming
~2 million apps.
And counting.
‹#›@dhinchcliffe
Giving Rise to The Collaboration Paradox
20
“The More Tools We Have, The Less Connected We Seem”
‹#›@dhinchcliffe
Other Nagging Problems Remained As Well…
…We Collaborate In One Place, and Work with Our Data Elsewhere
SoR
SoE
‹#›@dhinchcliffe
What Our Collaboration Landscape Looks Like Now
22
• Complex • Fragmented • Diverse • Heterogenous • Unintegrated • Mixed modes
and styles • Different
audiences • Governance
constraints • Separation from
SoE and SoR
‹#›@dhinchcliffe
What’s More: Everyone Is A Collaboration Expert Today
Shado
w
Collabo
ration
For Better Or Worse
‹#›@dhinchcliffe
Some Are Seeking a Larger Scale, More Nuanced Collaboration Model
point-to-point
team, department, project
enterprise-wide
all stakholders,internal and
external
Hub B
Hub A
A Multilayered Collaboration Strategy
supportinglayer
AppA
AppD
AppG
AppF App
H
AppE
AppC
AppB
AppI
search
compliance
analytics
records retention
backup security
community management governance
a mass collaboration platform, such as ESN or online community that integrates well
a team-scalecollaborationplatform that
integrateswell
Customers
Partners
‹#›@dhinchcliffe
But What About All Our Apps? Our Systems of Record?
Mighty Struggles to Resolve Systems of Record/Engagement Divide
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Personal Digital Agents Key Events• Siri• Cortana• Alexa
Why to Prioritize• Frictionless Voice UIs• Work shifts from DIY
to do-it-for-you• More productivity• High leverage use
cases
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Virtual Reality Interfaces Key Events• Oculus Rift• Google Cardboard• Apps• Low cost
Why to Prioritize• Path to mind/machine
interfaces• Enable unique
applications not otherwise possible
• New modes of communication and collaboration
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Mind/Machine Interfaces (Coming) Key Events• Technology working in
the lab• Cost point dropping to
mass market level in 36 months
Why to Prioritize• Immersive new UX• More productivity• Powerful new types of
applications• Path to 4th Platform
digital tech
(cc) 2016 7Summits LLC. Creative Commons. Some Rights Reserved.
7Summits LLC
The Concern: Digital Communities Are The Construct to Create Highest Value
• Central planning,command and controldo have value
• But we’ve discovered that self-organizing groups of people are the single most powerful human construct
- Open Source- Global communication
Facebook, WhatsApp, etc.
- Blockchain
34
Tenet #1: Anyone can participate. Tenet #2: Create shared value by default.
(So far)
‹#›@dhinchcliffe
Key Digital Insight: More Connectedness = More Shared Value
team-based
department scale
enterprise scale
ecosystem scale
crowd scale
• Anyone can participate• Formal social capital (connectedness) is
accumulated for later leverage• Contributions are visible and shared by
everyone (network effects by default)• Collaborative scenarios are able to and
encouraged to scale• Enabling diverse participation is a core
design value• Emergent outcomes possible and much more
likely
High Connectedness, Scale, Diversity
Low Connectedness, Scale, Diversity
• Upfront assumptions on who can participate• Social capital usually not possible or
encouraged• Contributions mostly shared by initial
participants• Not optimized for scale• Diversity not a central design parameter
more social, more open, more strategic, more shared value, more emergent
#social media#community#forums#ESN#CMS/DMS/ECM#intranets#portals#messaging#uc#email
‹#›@dhinchcliffe
We’ve Learned to Let The Network Do The Work....
AND THIS REQUIRES AS LARGE A COMMUNITY AS POSSIBLE FOR RESULTS
(cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
7Summits LLC
Building Blocks: Comparing the Types of Collaboration and Engagement
37
IM/Chat/UC
Wikis
Blogs
ESN
Community
Scale
1000s
10s
10000s
100000s
100000s
1000000s
Open, Visible, Shared with All
No
Maybe
Yes
Yes
Yes
Yes
Only w/ Who IsInvited
Yes
Likely
No
No
No
No
Needs NewDigital Skills*
No
No
Maybe
Maybe
Yes
Yes
Works Best w/Community Managers
No
No
Sometimes.
Sometimes.
Yes
Yes* = Working Out Loud,
PKM, etc.
InterruptsWork
Yes
Yes
No
No
No
No
‹#›@dhinchcliffe
The Internet of Things: Everything Is About to Be Connected
Top Issues:Standards Security Data Volume
And Something We Can Collaborate With
(cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
7Summits LLC
48
Do You Need An Apps and Bot Strategy for Your Collaboration Toolkit?
• Open standards for social app integration exist (OpenSocial), use them
• Investigate the apps support for your collaboration platform
• Only then, integrate them yourself
• Aim at high value use cases (budgeting, supply chain, order to cash, etc.)
Apps• Bots are coming to
your platform • But newer platforms
are likely to have better bot support
• Benefits are tactical for internal facing, but strategic for externally facing (customer care)
• Have bot contests, bot days, and other experiments to teach the value
Bots
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