Conversational Collaboration: How Messaging, App Integration, and Chatbots are Changing Social Collaboration | Social Connections 10 Toronto | by Dion Hinchcliffe

7SUMMITS

Conversational Collaboration: How Messaging, App Integration, and

Chatbots Are Changing Social Collaboration

@dhinchcliffe

June 6th, 2016

7SUMMITS

Recent Collaborative History

2

‹#›@dhinchcliffe

We’re Beneficiaries of a Large & Growing Collaboration Tech “Tree of Life”

Towards Cognitive Collaboration


A While Back, Most Digital Knowledge Used to Hide or Evaporate


We Also Discovered The Uniquely Valuable Attributes of Social Collaboration


So Knowledge Started to Flow Visibly…

And It Was Searchable, Reusable, Leverageable…


Many of Us Felt Genuinely Empowered by These New Social Tools


And We Uncovered Some Big Ideas on What Was Possible…


A Lot of Data Emerged to Confirm Social Was a Better Way of Working


But As Information Was Shared Openly, It Piled Up. And Up.


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


We Realized We Could Not Fully Use Our Open Knowledge


But Technologies That Could Make Sense of It All Emerged…


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


But We Ended Up With a Great Many Collaboration Tools…


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



coordination,cross-pollination,

best practice capture,support,

governance

Social Business Strategyglobal

agile & iterative

organization


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


What Social Business Participants Think Will Happen Next

Source: How social tools can reshape the organization, McKinsey, May 2016


But the Collaboration Tools and Apps with Our Data Kept Coming

~2 million apps.

And counting.


Giving Rise to The Collaboration Paradox

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“The More Tools We Have, The Less Connected We Seem”


Other Nagging Problems Remained As Well…

…We Collaborate In One Place, and Work with Our Data Elsewhere

SoR

SoE


What Our Collaboration Landscape Looks Like Now

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• Complex • Fragmented • Diverse • Heterogenous • Unintegrated • Mixed modes

and styles • Different

audiences • Governance

constraints • Separation from

SoE and SoR


What’s More: Everyone Is A Collaboration Expert Today

Shado

w

Collabo

ration

For Better Or Worse


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


But We Forgot Something…


Then Someone Reminded Us…


That Maybe GUIs Were a Step Backward in Conversation


Just As Communications — and Therefore Collaboration — Went Lightweight


But What About All Our Apps? Our Systems of Record?

Mighty Struggles to Resolve Systems of Record/Engagement Divide


However, Even the Command Line Was Too Much Work

(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


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


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

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Tenet #1: Anyone can participate. Tenet #2: Create shared value by default.

(So far)


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


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

E-mail

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


The Internet of Things: Everything Is About to Be Connected

Top Issues:Standards Security Data Volume

And Something We Can Collaborate With


We’ll Engage with “Smart Everything” Soon: AI and Conversational Interfaces


Bots Will Relentlessly Find Their Way Into Our Conversations


They Will Teach Us


Play With Us


Help Us Shop


Even Be Our Friends


And Strategically Advise Us


And Will Be On the Front Line of Engagement, For Better or Worse


Let’s Also Keep Perspective…

(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