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Bill Cushard

Bill Cushard covers the intersection of learning, software adoption, and customer success. His career has focused on helping companies adopt disruptive software through learning, change management, communications, and implementations that help people get the most out the software.
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Recent Posts

[Infographic] When Work Bots, Chat Apps, and People Collide

Posted by Bill Cushard on Dec 6, 2017 9:19:15 PM

Kevin Johnson, president and chief executive officer of Starbucks, took the stage at the 2017 annual shareholder meeting. During the part of the presentation when he talked about company initiatives, Johnson raised a question Starbucks has been working on. "How can we better connect with our store managers, and how can we help store managers create community amongst each other?" The answer to both of these questions lies in the decision to implement Workplace by Facebook at Starbucks in January 2017

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Topics: Workplace by Facebook, Facebook, Communications, AI, Bots, chatbots, Talk Social to Me

Hootsuite Hasn't Sent a Company-Wide Email in Months and Communications is Way Better

Posted by Bill Cushard on Oct 26, 2017 6:00:00 AM

On October 18, 2017, Workplace by Facebook hosted a fireside chat called Workplace Goes Live with Hootsuite. Ursula Llabres, Customer Growth Lead for the Americas at Workplace by Facebook interviewed Kirsty Traill, VP of Customers at Hootsuite, who is responsible for Global Customer Support, Voice of Customer, Customer Experience and Customer Marketing. It is a fairly large team of 80 people across 5 global locations, which by itself demonstrates the priority Hootsuite places on being customer-focused. 

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Topics: Workplace by Facebook, Hootsuite, Ryan Holmes, Converse AI, Kristy Traill, Ursula Llabres

How Hive Incorporated Safety Officer for Workplace by Facebook Into Its Hurricane Harvey Emergency Action Plan

Posted by Bill Cushard on Oct 5, 2017 4:00:00 PM

According to the Occupational Safety and Health Administration (OSHA), the purpose of an emergency action plan is to "facilitate and organize employer and employee actions during workplace emergencies." One of the minimum requirements of an emergency action plan is to account for all employees after an emergency evacuation has been completed. In other words, employees should be notified that an evacuation needs to commence and once that occurs, the employer must account for all employees who were impacted.

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Topics: Workplace by Facebook, Crisis Management, Incident, Safety Officer, Emergency Plan

Account for Employees During and After an Emergency using Workplace by Facebook

Posted by Bill Cushard on Sep 26, 2017 4:24:00 AM

"An incident just happened by our office in North America. Are our people OK? Do we know where they are?"

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Topics: Workplace by Facebook, Crisis Management, Incident, Safety Officer

Announcing Connector for Salesforce and Jira Service Desk (Cloud)

Posted by Bill Cushard on Aug 10, 2017 10:40:51 AM

Today we are delighted to launch a new product, Connector for Salesforce and Jira Service Desk (Cloud). This connector focuses on bringing a seamless experience of Salesforce to Jira Service Desk. Your customer service team has direct access to customer information, right from within Jira Service Desk. It automatically finds the matching Contacts, Accounts and other vital information of your customers in Salesforce and directly represents them in your Jira Service Desk request, without hassle. The connector enables your support team to act faster and more efficiently, reduces the friction between your sales team and support team.

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Topics: JIRA, Atlassian, JIRA Service Desk, Customer Service

Community Management Thinking is Holding Back ESN Adoption

Posted by Bill Cushard on Jun 28, 2017 6:03:00 AM

Last week, I gave a short talk at an event we hosted at the Rockettoria in Sydney called, Improving Adoption of Collaborative Software with Narrow, High Value Use Cases, at which I argued that running any type of collaborative software with a community management mindset, might be the root cause of the low adoption of enterprise social networking (ESN) software. I cited numerous reports that describe the failures of organizations to to gain wide-spread adoption of social collaboration software. 

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Topics: collaboration, Workplace by Facebook, Bots, Enterprise Bots, Chat Bot, Enterprise Social Networking, ESN

Working Out Loud Just Got Real: Integrating BlueJeans and Workplace by Facebook

Posted by Bill Cushard on May 17, 2017 4:14:51 PM

One major friction point in organizations is how to update people who missed meetings. Now that BlueJeans is Integrated with Workplace by Facebook, keeping people informed is as easy as broadcasting your BlueJeans meetings directly into Workplace.

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Topics: collaboration, Workplace by Facebook, Workplace, #WOL, BlueJeans, Working Out Loud

5 Workplace by Facebook Integrations You Need to Implement Now

Posted by Bill Cushard on May 15, 2017 3:53:28 PM

On April 18, 2017, at Facebook's F8 Conference, the Workplace team made several announcements that extend the functionality of Workplace to include much more useful functions to improve a company's ability to get more done, make faster decisions, and communicate better. Many of these announcements are long awaited improvements that will make many organizations very happy.

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Topics: Workplace by Facebook, Workplace, Integrations, Bots, Enterprise Bots

How to Live Stream Video AND Slides on Workplace by Facebook

Posted by Bill Cushard on Mar 22, 2017 12:51:52 PM

One of the best features of Workplace by Facebook is live streaming video. It is easy to "Go Live" from a smartphone and from a browser on your desktop. It is a great way to communicate updates to a team, do executive "Ask Me Anything" sessions, and interviews with employees while traveling to different offices. We use live streaming quite a bit for communicating at ServiceRocket. There are many ways to improve communications and bring people together using live streaming at work.

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Topics: Workplace by Facebook, Live Streaming, Live Video, Open Broadcasting Software

Anatomía de una exitosa implementación de Workplace by Facebook

Posted by Bill Cushard on Mar 20, 2017 7:26:00 AM

El cambio puede ser difícil, incluso cuando algo parece fácil de usar, especialmente cuando está relacionado con implementar nuevas tecnologías que prometen cambiar la forma en la que muchas empresas funcionan actualmente. Cuando nos referimos a realizar una exitosa implementación de Workplace by Facebook, tomamos en cuenta todas aquellas situaciones en que se pueden superar los inevitables obstáculos que surgen en cualquier implementación de Software. Después de todo, las personas hemos desarrollado hábitos de trabajo determinados y cualquier perturbación implicará cierta resistencia para ser modificados.

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Topics: Español, Software Adoption, Workplace by Facebook, Future of Work, Future Workplace

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