A quick thought led to a tweet that Chatbots in our #ESN platforms will be very good for human social interaction in organizations.
Supposedly Steve Jobs, Einstein, President Obama and others maintained wardrobe basics so they didn’t have to expel energy picking out clothing; simple (what to wear) and more complicated (what matches) cleared away. Similarly, chatbots will relieve us of the simple and complicated tasks that tend to eat up our time and mental energy; finding files, scheduling meetings, sourcing content, travel arrangements, ordering common products, and answering other’s simple questions. Chatbots will allow us to be more productive and attentive to problem solving and critical thinking – those things that really move organizations forward, those things leadership desires and employees want to do.
So I’ll go a step further and share that chatbots could be the tail that wags the dog. It’s pretty clear that as consumers leverage chatbots to make their lives easier in the marketplace, this technology in established ESNs will flourish. Can it be over done? Absolutely and probably will at first. Eventually though it will be seen less as a novelty and more as a critical player in proving the value of social technology in organizations – more than any other feature, function or vanity metric. To that last item, it will be very easy to measure how often a bot was accessed and how quickly and accurately it responded to requests. This data will be undeniable, revealing its value as performance support and time saving. Quite simply, our little AI friends could very well move companies to procure social technology and it’s adoption faster then any vendor pitch or consultant strategy ever could. Where then will it leave those helping organizations adopt social tech today? Helping companies change their employee’s work habits, behaviors and ultimately their culture… the really human stuff that only humans can do… for now.
Side note: Dion Hinchcliffe picked up on my tweet and shared a great article he wrote in a similar vein. Do take a moment to read. “How Chatbots and Artificial Intelligence Are Evolving the Digital/Social Experience“.
I had an opportunity to attend a session at DevLearn titled “What Does Community Mean in 2017“. Julian Stodd and Trina Rimmer provided both theoretical and practical thoughts and experiences throughout. I was left thinking on this flight home about how today we truly believe anything is possible and that anything can and must happen quickly. But the notion that one can create a community or worse can do so with a click of a button is equally puzzling and disheartening. Many justify this by simply removing key principles of community and altering the definition. In the name of some twisted progress or economic purpose they ignore long held research about nature and human history. Community has gone from being about groups with a shared purpose, building trust through sincere and consistent behavior and necessary interdependence between all members to now being pitched as followers of a Facebook page who periodically “like” a video.
The word community for many equates to a feature on a social platform or the activities of traditional customer service now done online. You may say “it’s just a word” but I say it’s a slippery slope when people try and remake human activities in technology. Fortunately 10,000 years of human development can’t be changed with the advent of Web 2.0. Call me negative, but I celebrate the many failures of social platforms that I read about and the struggles of strategies formed around re-engineered concepts. These failures are usually a result of trying to simplify the complex through bells and whistles and reduce human social institutions to being just words. I have faith that slowly, like the march of evolution itself, our technology will actually come back to meet us right where we are and who we are.
The future is taking shape and it’s about using what we have first instead of making more. For example, Airbnb and Uber are in the aggregation business. Each recognized the underused assets of property and time and created a platform to organize and commoditize them. And progressive organizations shifted their marketing from create first to curate long ago. This movement of looking, combining, and reusing is gaining momentum everywhere.
A 70:20:10 framework is the organizational learning strategy equivalent of this global movement. The 70 and 20 already happen and much like renewable solar and wind, we only look to harness their energy. The 10 is more content and more time to create and recreate. This isn’t inherently wrong, it’s just not always necessary and can waste time and resources. The beauty of focusing on social and informal learning first is that when each are supported and encouraged there is actually less dependency on training to answer the bell and better still, only the training that is truly excellent and really needed will be produced.
Let’s stop creating more and harness the mental energy being expelled in the work already being done and the interactions taking place to fuel performance.