Atlassian Summit 2012 - Kick-Ass Collaboration with Confluence

www.headshift.com.auJames Dellow @chieftech

Kick-Ass Collaboration Everywhere

#summit12

Adoption of Confluence by business users needs a

different approach from the ‘early adopters’ in the IT

department.

Head Heart Hand

1. What is ‘Kick Ass Collaboration’?2. Understanding Users3. Rules to Collaborate By

James Dellow

What is ‘Kick Ass Collaboration’?

http://www.aiim.org/What-is-Collaboration

Collaboration relies on openness and

knowledge sharing but also some level of focus and accountability on the part of the business organization.

AIIM

Here Comes Everybody

The basic capabilities of tools like Flickr

reverse the old order of group activity, transforming 'gather, then share' into 'share, then gather'.

Clay Shirky

Image Source: http://www.flickr.com/photos/50719309@N00/5110211150/ CC BY-NC-ND

⬆Increased Productivity

⬇Reduced Costs

⬆Increased Revenue

⬆Increased RevenueSource: Hinchcliffe, D. & Kim, P., Social Business by Design, Jossey-Bass, San Francisco, 2012.

30% Faster support processes

Examples:

30% More satisfied customers

20% Less on travel & communications

35% More collaboration between departments and teams

But what does it LOOK like?

⬇Less time lost in email.

⬆Working in Confluence⬆Open by default

Tools1

#workoutloud2Tools1

3 Network

#workoutloud2Tools1

4 Integration

3 Network

#workoutloud2Tools1

James Dellow

Understanding users people

• Personas are user archetypes created to represent a user base. They are a small group of semi-fictional characters created from user research that represent the full extent and natural types of user behaviour.

• Each persona has a set of ‘goals’ which specify what they wish to achieve in using a system.

What are Personas?

Persona Example: David• David is 31 years old.• He supervises a team of customer

service agents.• His goal is to make sure service

standards and KPIs are met by the whole team.

Persona Example: Sally• Sally is 46 years old.• She is a qualified accountant and

has worked for the company for many years.

• The most stressful time for Sally is the end of month reporting.

Persona Example: Brad• Brad is 24 years old.• Brad is a graduate engineer and is

currently on rotation through different departments.

• He hates using email.

• A user journey maps what a persona does when using a system, from beginning to end.

• They give us an understanding of a user’s needs and how they will achieve these.

Rules to collaborate by

#1 Work with the network effect

#2 Take a walk in their shoes

Image Source: http://www.flickr.com/photos/8080723@N05/5178672116/ CC BY-NC-SA

#3 Don't give peopleblank workspaces

Image Source: http://www.flickr.com/photos/inoneear/22138013/ CC BY-NC-SA

Resources to get you started:

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Thank you!