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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

To Kill Or Not to Kill Email Is Not That Interesting

Posted by Bill Cushard on Mar 16, 2017 9:57:16 AM

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."

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Topics: collaboration, Email, Workplace by Facebook, Workplace, Facebook, Sean Ryan

Do your employees feel proud to come to work like they do at Countdown New Zealand?

Posted by Bill Cushard on Jan 18, 2017 5:58:00 AM

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.

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Topics: collaboration, Employee Engagement, Workplace by Facebook, Future of Work, Scale employee engagement, Future Workplace

Why connecting Salesforce with Atlassian applications makes business sense

Posted by Greg Warner on Jan 17, 2017 5:41:00 AM

The widely popular CRM also plays well with Atlassian’s collaboration and work management tools

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Topics: Atlassian, collaboration, Salesforce, Services, DoubleDutch

The Best Way To Create The Future Workplace Is To Design It

Posted by Bill Cushard on Nov 9, 2016 1:21:33 PM

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.

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Topics: collaboration, Workplace by Facebook, Workplace, Facebook, Future of Work

Recap: The World’s First Workplace by Facebook User Group

Posted by Bill Cushard on Oct 20, 2016 5:57:12 PM

On Wednesday, October 19, 2016, the world’s first Workplace by Facebook User Group took place at ServiceRocket headquarters in Palo Alto, CA. The topic for the first meeting was “Why Workplace.” Rob Castaneda, founder and CEO of ServiceRocket hosted an open and engaging discussion with special guest, Ursula Llabres, Head of Customer Success, Americas for Workplace by Facebook.
 
Rob kicked off the discussion with a brief summary of his article,  Why Workplace by Facebook will win, in which he argues that Workplace represents the first communications platform that focuses on a mobile-first workforce of employees who do not sit at a desk all day long and in some cases do not have email. It is the first tool that has the promise of connecting all employees, not just white collar workers. 
 
That is a huge change in employee communications and collaboration. 
 
 

Email? It's useful from some things

Rob asked Ursula how often she uses email at Facebook when communicating with her team. Ursula responded with, “Zero. Almost Zero. I mean, not at all."
 
Rob then shares his email stats, stating that he used a tool called Gmail Meter to measure his email use. In the first full month using Workplace, Rob’s volume of internal email dropped nearly 30%. And without even trying. For Rob, email has become his foreign affairs department…a means for communicating with the outside world. 
 
But Ursula then challenged even that assumption that email must be used for communicating with people outside of a company's domain (customers, partners, vendors, suppliers, etc), introducing the concept of multi-company groups.
 
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Topics: collaboration, Workplace by Facebook, Facebook, Future of Work

The Three Layers of Work on Workplace by Facebook

Posted by Bill Cushard on Oct 20, 2016 5:00:00 AM

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

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Topics: collaboration, Workplace by Facebook, Future of Work

4 Ways Customer Success Teams Can Solve Big Challenges with Workplace By Facebook

Posted by Sarah E. Brown on Oct 17, 2016 1:48:00 PM

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.

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Topics: Customer Success, collaboration, Work Management Software, Workplace by Facebook, Future of Work

Why We Implemented Workplace by Facebook

Posted by Bill Cushard on Oct 10, 2016 10:21:50 AM

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.

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Topics: collaboration, communications platform, Workplace by Facebook, Workplace

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