IBM Open Doors Workshop Master vUpload

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

May 19, 2011

hashtag:#IBM100

What is User Experience?

A Presentation by Richard Smallbone and Karen MaxwellMay 19, 2011

: #IBM100

© 2011 IBM Corporation3

Who we are

Richard Smallbone Karen Maxwell


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?

technology

business

objectivesusers


What we do


User Experience Specialists design across multiple channels

Skillset includes:

� Digital Strategy� Visioning Consultation & Workshops� Persona Development� Social Media Consultation & Workshops

Web Kiosk Mobile

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

� Usability and Accessibility Testing� Information Architecture� Visual and Interaction Design� Front-end Development


How we do it


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

Visual Design

Interaction DesignUsability Accessibility

Information Architecture

Functional Specs &Content Requirements

User Needs &

Site Objectives

IBM’s five-stage process

user research, stakeholder interviews, persona development, ethno/techno/psychographics

detailed description of required site functionality to meet user needs

develops the application flows to facilitate user tasks

establishes a mental model for the user to interact with a system or application

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


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


Organization’s Key goals Characteristics Wants/needs

Name: Name: John AdamsJohn AdamsWhat is

your admin fee: How

much of my $$ go to charity

Role: Traditional DonorRole: Traditional Donor

• Wary of sharing personal matters oversocial sites

• Blackberry for work and computer at work/home. Follows industry websites through Google Reader

• Values his reputation at work and perceptionof his community involvement

• Gives to other causes outside of work

• Quick info

• Recognition

•• Location: Toronto, Ontario Location: Toronto, Ontario

•• AgeAge: 52

• VP, Corporate Finance

• Create interest for John to join Non-profit Xs Facebook page

• Communicate the value of becoming involvedwith “Non-profit X”

what would their message to us be?


Persona development - exercise


Examples


Very clear communications for specific target audiences

News and blog updated with timely, relevant information

Easy-to-find donation link


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

Very clear communications for specific target audiences

Regional information


Animated slideshow with messages directed at specific audiences

Navigation organized by audience type

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

Plugins for:

�Surveys

�Polls

�Slideshows

�Galleries

�Social Networking (add to Facebook, Twitter etc.)

�Traffic Stats

�Contact Forms

�Calendars

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.


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 ageing accozzaglia Photo by Ronald Wong

Photo by Allan Chow

© 2011 IBM Corporation29 Photo by Rosie O'Beirne


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 ApartSmashing Magazine

Ideas on IdeasMashable

FlickriStockphoto

Persona creation

http://www.alistapart.com/http://www.smashingmagazine.comhttp://www.ideasonideas.com/http://mashable.comhttp://www.flickr.com/creativecommons/http://www.istockphoto.com/

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


May 19, 2011

hashtag: #IBM100

Engaging community and volunteers onlineA Presentation by Bernie MichalikMay 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


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 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

•Branding

•Limited guidelines

•Regular governance

Centralized approach

One part of the organization drives the

effort (e.g. all social media work done by 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


May 19, 2011

hashtag: #IBM100

Expand how you collaborateA Presentation by Jennifer Nolan [email protected]

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

�Meetings

�Hallway conversations

�Events

�Postal mail

�Teleconference

�Emails

�Web meetings

�Video Conferencing

�Mass email newsletters

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


General Public

Participants / Audience / Members / Patrons

Volunteers

Who do you want to collaborate with?

Staff

Othernon

profits

InvestorsBoard ofdirectors

Partners

Vendors


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

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/robertjsawyer

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.

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 ourKeep 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/ontariosciencecentre

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.”

- Tell us your stories

- Fan art

http://en.wikipedia.org/wiki/The_Man_Your_Man_Could_Smell_Like


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.”

Recycling a bottle, flashmob style

http://www.collaborationideas.com/2010/09/a-good-example-of-collaboration-quixote-2-0-channel-on-youtube/

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

Volunteers

internally

Othernon

profits

InvestorsBoard ofdirectors

Partners

Vendors

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


Ok, now what?

What are we trying to achieve ?

What makes us different ?

How will we measure our progress toward our goals ?

Who is our social business champion ?

What are similar organizations doing ?

What are un-related organizations doing ?

How can we apply these tools / approaches to our own goals ?

How can we apply other tools / approaches?

Raise awareness

More use of our programs

More investors

More volunteers

Specific goal


Exercise

Share a specific goal that your organization is working on

-What are you trying to achieve ?

-What makes you different ?

-How will you measure the progress toward this goal ?

Everyone else

-What are similar organizations doing ?

-What are un-related organizations doing ?

-How can they apply these tools / approaches to the goal ?

-How can they apply other tools / approaches ?


May 19, 2011

hashtag: #IBM100


Technology

IBM Open Doors Workshop Master vUpload