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.
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.
As has been said by futurists and Silicon Valley hipsters, "Email is where good ideas go to die." But so far, email is still here (so are plenty of good ideas, by the way), and it seems to be as strong as ever. Arguments about whether email is good or bad or whether it should be eliminated or remain forever can been seen carried out in the press and on blogs with a simple Google search. And as the existential debate about email rages on, a rare clear voice emerged last fall at WebSummit 2016. Sean Ryan, VP of Workplace by Facebook strolled on past the debate by saying the argument is not that interesting. "Email is going to die anyway. Anyone with teenagers knows this. They don't use email."
Last fall at WebSummit 2016, Sean Ryan, VP of Workplace by Facebook gave a talk called, "The next generation workplace." In it, Ryan talks about the urgent need for companies to reinvent themselves so that companies are less siloed and more connected, less top down and more peer-to-peer, less hierarchical and more open. At the beginning of his talk, Ryan acknowledged the topic that always comes up when people talk about collaboration at work...whether email will survive. Ryan's point is that whether email will live or die is not a very interesting question. Email is going to die anyway, he asserts. Anyone who has teenagers understands this. They don't use email.
On October 18, 2016, Sondre Rasch, founder of Konsus, a labor market startup, wrote a piece for TechCrunch that he called, The future of work manifesto. The premise of his manifesto is that the way we work today is beginning a massive transformation, much like the transition from an agricultural to an industrial age of working......and this wave is just getting started.
Email? It's useful from some things
Increasing the frequency and quality of collaboration at work is shown to improve performance, and the evidence is piling up. Whether it is Gallup data showing the benefits of close friendships at work or the Wharton Business School showing the importance of executive communication skills or McKinsey demonstrating a quantifiable relationship between collaboration and performance
Customer Success teams already have an array of software solutions at their disposal to increase renewals, customer lifetime value (CLTV) and mitigate churn. Gainsight, Salesforce, Learndot, and other platforms are indispensable for driving successful customer outcomes. But these tools leave a notable gap in the realm of day-to-day workflow and productivity. Many Customer Success teams are mired in email, stuck playing phone tag, and are struggling to communicate effectively with customers, among their own teams, and across other company departments and with their leadership teams. Customer Success teams need a better way to conduct the actual work of enabling success for their customers that still happens mostly outside the aforementioned platforms.
We started using Workplace by Facebook in early July 2016. It has been four months, so it seems like a good time to reflect on early results of our implementation and briefly discuss why we chose to implement Workplace by Facebook. And when you consider that ServiceRocket helps organizations adopt software tools like the Atlassian Suite, Puppet, Docker, NGINX and SauceLabs (to name a few) with training, implementation, and support services, it is also interesting to test our methodology on ourselves.