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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
‹#›@dhinchcliffe
A While Back, Most Digital Knowledge Used to Hide or Evaporate
‹#›@dhinchcliffe
We Also Discovered The Uniquely Valuable Attributes of Social Collaboration
‹#›@dhinchcliffe
So Knowledge Started to Flow Visibly…
And It Was Searchable, Reusable, Leverageable…
‹#›@dhinchcliffe
Many of Us Felt Genuinely Empowered by These New Social Tools
‹#›@dhinchcliffe
And We Uncovered Some Big Ideas on What Was Possible…
‹#›@dhinchcliffe
A Lot of Data Emerged to Confirm Social Was a Better Way of Working
‹#›@dhinchcliffe
But As Information Was Shared Openly, It Piled Up. And Up.
‹#›@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
We Realized We Could Not Fully Use Our Open Knowledge
‹#›@dhinchcliffe
But Technologies That Could Make Sense of It All Emerged…
‹#›@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
But We Ended Up With a Great Many Collaboration Tools…
‹#›@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 Strategy
global
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
Shadow
C
ollaboration
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
supporting

layer
App
A
App
D
App
G
App
F App
H
App
E
App
C
App
B
App
I
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-scale

collaboration

platform that
integrates

well
Customers
Partners
‹#›@dhinchcliffe
But We Forgot

Something…
‹#›@dhinchcliffe
Then Someone Reminded Us…
‹#›@dhinchcliffe
That Maybe GUIs Were a Step Backward in Conversation
‹#›@dhinchcliffe
Just As Communications — and Therefore Collaboration — Went Lightweight
‹#›@dhinchcliffe
But What About All Our Apps? Our Systems of Record?
Mighty Struggles to Resolve Systems of Record/Engagement Divide
‹#›@dhinchcliffe
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
(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 control

do 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
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 Is
Invited
Yes
Likely
No
No
No
No
Needs New
Digital Skills*
No
No
Maybe
Maybe
Yes
Yes
Works Best w/
Community
Managers
No
No
Sometimes.
Sometimes.
Yes
Yes
* = Working Out Loud,
PKM, etc.
Interrupts
Work
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
‹#›@dhinchcliffe
We’ll Engage with “Smart Everything” Soon: AI and Conversational Interfaces
‹#›@dhinchcliffe
Bots Will Relentlessly Find Their Way Into Our Conversations
‹#›@dhinchcliffe
They Will Teach Us
‹#›@dhinchcliffe
Play With Us
‹#›@dhinchcliffe
Help Us Shop
‹#›@dhinchcliffe
Even Be Our Friends
‹#›@dhinchcliffe
And Strategically
Advise Us
‹#›@dhinchcliffe
And Will Be On the Front Line of Engagement, For Better or Worse
‹#›@dhinchcliffe
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

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

  • 1. 7SUMMITS Conversational Collaboration: How Messaging, App Integration, and Chatbots Are Changing Social Collaboration @dhinchcliffe June 6th, 2016
  • 3. ‹#›@dhinchcliffe We’re Beneficiaries of a Large & Growing Collaboration Tech “Tree of Life” Towards Cognitive Collaboration
  • 4. ‹#›@dhinchcliffe A While Back, Most Digital Knowledge Used to Hide or Evaporate
  • 5. ‹#›@dhinchcliffe We Also Discovered The Uniquely Valuable Attributes of Social Collaboration
  • 6. ‹#›@dhinchcliffe So Knowledge Started to Flow Visibly… And It Was Searchable, Reusable, Leverageable…
  • 7. ‹#›@dhinchcliffe Many of Us Felt Genuinely Empowered by These New Social Tools
  • 8. ‹#›@dhinchcliffe And We Uncovered Some Big Ideas on What Was Possible…
  • 9. ‹#›@dhinchcliffe A Lot of Data Emerged to Confirm Social Was a Better Way of Working
  • 10. ‹#›@dhinchcliffe But As Information Was Shared Openly, It Piled Up. And Up.
  • 11. ‹#›@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
  • 12. ‹#›@dhinchcliffe We Realized We Could Not Fully Use Our Open Knowledge
  • 13. ‹#›@dhinchcliffe But Technologies That Could Make Sense of It All Emerged…
  • 14. ‹#›@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
  • 15. ‹#›@dhinchcliffe But We Ended Up With a Great Many Collaboration Tools…
  • 16. ‹#›@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 Strategy global agile & iterative organization
  • 17. ‹#›@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
  • 18. ‹#›@dhinchcliffe What Social Business Participants Think Will Happen Next Source: How social tools can reshape the organization, McKinsey, May 2016
  • 19. ‹#›@dhinchcliffe But the Collaboration Tools and Apps with Our Data Kept Coming ~2 million apps. And counting.
  • 20. ‹#›@dhinchcliffe Giving Rise to The Collaboration Paradox 20 “The More Tools We Have, The Less Connected We Seem”
  • 21. ‹#›@dhinchcliffe Other Nagging Problems Remained As Well… …We Collaborate In One Place, and Work with Our Data Elsewhere SoR SoE
  • 22. ‹#›@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
  • 23. ‹#›@dhinchcliffe What’s More: Everyone Is A Collaboration Expert Today Shadow C ollaboration For Better Or Worse
  • 24. ‹#›@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 supporting layer App A App D App G App F App H App E App C App B App I 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-scale collaboration platform that integrates well Customers Partners
  • 27. ‹#›@dhinchcliffe That Maybe GUIs Were a Step Backward in Conversation
  • 28. ‹#›@dhinchcliffe Just As Communications — and Therefore Collaboration — Went Lightweight
  • 29. ‹#›@dhinchcliffe But What About All Our Apps? Our Systems of Record? Mighty Struggles to Resolve Systems of Record/Engagement Divide
  • 30. ‹#›@dhinchcliffe However, Even the Command Line Was Too Much Work
  • 31. (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
  • 32. (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
  • 33. (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
  • 34. (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 control
 do 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)
  • 35. ‹#›@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
  • 36. ‹#›@dhinchcliffe We’ve Learned to Let The Network Do The Work.... AND THIS REQUIRES AS LARGE A COMMUNITY AS POSSIBLE FOR RESULTS
  • 37. (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 Is Invited Yes Likely No No No No Needs New Digital Skills* No No Maybe Maybe Yes Yes Works Best w/ Community Managers No No Sometimes. Sometimes. Yes Yes * = Working Out Loud, PKM, etc. Interrupts Work Yes Yes No No No No
  • 38. ‹#›@dhinchcliffe The Internet of Things: Everything Is About to Be Connected Top Issues: Standards Security Data Volume And Something We Can Collaborate With
  • 39. ‹#›@dhinchcliffe We’ll Engage with “Smart Everything” Soon: AI and Conversational Interfaces
  • 40. ‹#›@dhinchcliffe Bots Will Relentlessly Find Their Way Into Our Conversations
  • 46. ‹#›@dhinchcliffe And Will Be On the Front Line of Engagement, For Better or Worse
  • 48. (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