Filed under Tools: Service Design

Some Tools I Just Used/Modified

Dear Rainwiz- I enjoyed your use of the Storygraph: http://www.rainwiz.com/2012/10/13/introducing-the-storygraph/

I’ve just adapted it to illustrate my own social customer journey tool.

Influence: 400 signals of breadth and depth

Our first month of live Adobe Social is almost over, so I’ve been remiss in keeping my posts here alive..    Wanted to end the month by saying I had a great meeting today with Jon from Klout, set up by my friend Fergus at The Irban Group.   We spent the afternoon talking about influence and how things have progressed over the last several years.    If you missed it, here’s a good overview of how some people are thinking about Klout now…   http://www.fastcompany.com/3001202/if-youre-interested-influence-social-scoring-historic-importance.

The phrase ‘necessary but evil‘ does not describe it for me.  For starters, I wholeheartedly believe Klout is not evil, nor do I believe it is necessary.    I do, though, think it is an important, early tool for understanding ourselves.  Further, I believe it is not only useful for companies seeking the citizen influencer/evangelist, but also for those citizens, themselves.   It is in the public domain, so I am not giving any secrets away, but the complexity of the Klout algorithm is impressive; As many know, it was just updated earlier this month and has 400 or so inputs, or signals.    So long as people do not freak out over their own scores, I think they can learn a lot about their personas..    I am anxious to see what we (the industry) will be able to do in terms of aligning online and offline behaviors of unified users, and then predicting what they will do next.

 

Reputation Matters– and how to Measure it within Social Media

Here’s a link to something I created at Adobe.  http://blogs.adobe.com/digitalmarketing/digital-marketing/social-media/you-can-measure-your-reputation-right-now-with-socialanalytics/

Rep­u­ta­tion mat­ters.  Many mar­keters and brand man­agers are prob­a­bly won­der­ing how best to lever­age social media to gauge rep­u­ta­tion.  Until now, sen­ti­ment scores and cherry picked men­tions (or as we call them, ‘ver­ba­tims’) from sen­ti­ment reports have served this func­tion for most.  This method, though, has two prob­lems: 1) the lack of accu­racy in sen­ti­ment engines, and 2) the need for some math involved—a numer­a­tor and denom­i­na­tor or a ‘this’ vs. ‘that’ ratio would pro­vide such a mea­sur­able, track­able score.      (read the rest on Adobe’s blog)

Invitation to my Service Design Presentation

SDOA Invitation for Monday 4.23

Monday, April 23rd 6:00 – 8:00 PM
Interactive Product Design Lab | Georgia Institute of Technology
West Architecture Building Second Floor, 247 Fourth Street NW, Atlanta GA 30332.
Free and Open to the Public, Parking is Available in Peters Parking Deck.

Mapping My Tools

Just added new Pearltrees map of some tools.  Back in the day, Juha and I used to do a lot of social mapping for clients (but those lacked the web links Pearltrees offer).

Working on Service Design Tools

Going to present at Georgia Tech on Monday, April 23rd, 2012…   Need to finish before UFC 145 on Saturday–got good seats w/ my posse and don’t want to go back to staring at the screen on Sunday..

socialcumul.US

Cumulus: A pile, a mound, a heap.  A collection of objects laid on top of each other.  The word Social has become diluted, but you get the idea–we’re here to socially accumulate our ideas and solutions to help ourselves and the world around us.    For now, two main sections:  SERVICE DESIGN TOOLS and SOCIAL MEDIA & ANALYTICS.  Please borrow and contribute.  -jw