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.
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.
ChatOps is a hot topic. And when I say hot, I am speaking mostly about the conversations people have about what chat tool people should use to receive notifications. Among the top of the list is Slack, HipChat (Stride, coming soon), Flowdock, Teams, IRC (ok, maybe not IRC)? Each is good. You can run "chat operations" on them. But let's take a step back.
What is chatops?
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.
"An incident just happened by our office in North America. Are our people OK? Do we know where they are?"
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.
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.
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.