“Social media is the future of customer service,” says Anna Yates, a content marketer for The Social Reach, a digital marketing agency. “Not only are consumers turning to social media more and more to learn about products and services, but new tools are available to make customer service faster, easier, and smarter.”
the three Ps — be patient, persistent, and polite. Companies tend to flip into “crisis” mode when you send angry messages that threaten lawsuits, bodily harm, or the end of civilization.
40 virtual reality headsets with haptic handsets for them to manipulate in the VR/AR space, and I connected them to content from New York Times VR and WITHIN. The content placed students in settings such as on the ground in a refugee crisis or in the midst of the Millions March in New York City.
At the beginning of every class, they would go into this virtual space and engage with the content instead of just reading it. They’d respond to me about what it was like to be immersed in the experience.
The content from the WITHIN app provided one of the more visceral experiences for students.
At the end of the course, for example, students met with a shark tank-type group—investors from the community, business, and industry folks—and pitched them business ideas that would utilize VR to provide a solution to problems that were local, regional, national or even global in scope.
Were you able to measure this success?
The way that I measured it was completion. How many of my students actually got through my class successfully? It was over 85%. My research from the two classes where I used VR and this approach shows students were engaged, and ultimately more successful in my classes.
Wanting to win’ versus “wanting to avoid losing” is a subtle yet crucial distinction; Murayama and Elliot’s (2012) set of meta-analyses found the effects of competition depend on this distinction in the minds of players. When someone wants to perform better than others, they tend to benefit from competition. But when they want to avoid performing worse than others, competing tends to reduce their performance.
Senko et al’s (2017) meta-analysis found that “wanting to win” improves the performance of participants only when it’s accompanied by strategies that support feelings of mastery. So “wanting to win” alone is not enough to inoculate players from the downsides of competitive social environments.
There are 2 principles of design to support the outcome:
Workplace performance is more complex than a single number on a leaderboard.
Let’s show the major competencies that drive the performance, instead of one single number.
Don’t just compare yourself to others. Compare your performance against your own history!
Let’s show the trajectory for driving competencies!
Imagine a leaderboard more like a performance dashboard where your overall performance is broken down your top competencies with your historical data points. You can see the trajectory of where you’re heading. Then, you can show the company average and top performers’ numbers on each competency. You can identify your strength and opportunities. Then, you can apply AI to give you guidance on how to change your trajectory based on top performers’ data points.
Online Course | Designing a Collaborative Instructional Technology Support Model
Part 1: March 7, 2018 | 1:00–2:30 p.m. ET
Part 2: March 14, 2018 | 1:00–2:30 p.m. ET
Part 3: March 21, 2018 | 1:00–2:30 p.m. ET
Faculty need a variety of instructional technology support—instructional design, content development, technology, training, and assessment—to name a few. They don’t want to go to one place for help, find out they’re in the wrong place, and be sent somewhere else—digitally or physically. Staff don’t want to provide help in silos or duplicate what other units are doing.
So, how can academic service providers collaborate to offer the right instructional technology support services, in the right place, at the right time, in the right way? In this course, instructional technologists, instructional designers, librarians, and instructional technology staff will learn to use a tool called the Service Center Canvas that does just that.
During this course, participants will:
Explore the factors that influence how instructional technology support services are offered in higher education
Answer critical questions about how your instructional technology support services should be delivered relative to broader trends and institutional goals
Experiment with ways to prototype new services and/or new ways of delivering them
Identify potential implementation obstacles and ways to address them
NOTE: Participants will be asked to complete assignments in between the course segments that support the learning objectives stated below and will receive feedback and constructive critique from course facilitators on how to improve and shape their work.
Felix founded and leads brightspot, a strategy consultancy that reimagines places, rethinks services, and redesigns organizations on university campuses so that people are better connected to a purpose, information, and each other. Felix is accomplished strategist, facilitator, and sense-maker who has helped transform over 70 colleges and universities.
Adam Griff is a director at brightspot. He helps universities rethink their space, reinvent their service offerings, and redesign their organization to improve the experiences of their faculty, students, and staff, connecting people and processes to create simple and intuitive answers to complex questions. He has led projects with a wide range of higher education institutions including University of Wisconsin–Madison, University of North Carolina at Chapel Hill, and University of California, Berkeley.
“They were taking both sides of the argument this past weekend and pushing them out from their troll farms as much as they could to just raise the noise level in America and make a big issue seem like an even bigger issue as they’re trying to push divisiveness in the country,” as Sen. James Lankford, R-Okla., said in the fall.
The Republicans might have been tarnished by the St Petersburg troll factory, but Democratic fantasies about social media were rubbished in the process
The ads in question were memes, manufactured and posted to a number of bluntly named, pseudo-American Facebook accounts in 2016 by workers at a troll farm in St Petersburg, Russia. There were thousands of these ads, it seems, plus parallel efforts on Instagram and Twitter. Between them, they reached over 100 million people.
The memes were big news for a while because they showed what Russian interference in the 2016 election actually looked like, in vivid color. Eventually the story faded, though, in part because it was superseded by other stories, but also, I think, because the Russian ad story was deeply distasteful to both sides of our atrophied political debate.
The ads were clumsily written. They were rife with spelling errors and poor grammar. Their grasp of American history was awful. And over them all hovered a paranoid fear that the powerful were scheming to flip the world upside-down in the most outlandish ways: to turn our country over to the undocumented … to punish the hardworking … to crack down on patriots and Christians … to enact Sharia law right here at home.
The social media platforms aren’t neutral arbiters, selflessly serving the needs of society. As is all too obvious now, they are monopolies that manipulate us in a hundred different ways, selecting our news, steering us towards what we need to buy. The corporate entities behind them wield enormous power in Washington, too, filling Democratic campaign coffers and keeping the revolving door turning for trusted servants. Those who don’t comply get disciplined.
Russia calls for answers after Chechen leader’s Instagram is blocked
Internet watchdog demands explanation after Ramzan Kadyrov claimed Facebook also suspended him without explanation
Kadyrov has accused the US government of pressuring the social networks to disable his accounts, which he said were blocked on Saturday without explanation. The US imposed travel and financial sanctions on Kadyrov last week over numerous allegations of human rights abuses.
The former rebel fighter, who is now loyal to the Russian president, Vladimir Putin, is a fan of social media, particularly Instagram, which he has used in recent years to make barely veiled death threats against Kremlin critics.
Leonid Levin, the head of the Russian parliament’s information technologies and communications committee, suggested the move by Facebook and Instagram was an attack on freedom of speech.
Dzhambulat Umarov, the Chechen press and information minister, described the blocking of Kadyrov’s accounts as a “vile” cyber-attack by the US.
Neither Instagram nor Facebook had commented at the time of publication.
In 2015, Kadyrov urged Chechen men not to let their wives use the WhatsApp messaging service after an online outcry over the forced marriage of a 17-year-old Chechen to a 47-year-old police chief. “Do not write such things. Men, take your women out of WhatsApp,” he said.
The digital attack that brought Estonia to a standstill 10 years ago was the first shot in a cyberwar that has been raging between Moscow and the west ever since
It began at exactly 10pm on 26 April, 2007, when a Russian-speaking mob began rioting in the streets of Tallinn, the capital city of Estonia, killing one person and wounding dozens of others. That incident resonates powerfully in some of the recent conflicts in the US. In 2007, the Estonian government had announced that a bronze statue of a heroic second world war Soviet soldier was to be removed from a central city square. For ethnic Estonians, the statue had less to do with the war than with the Soviet occupation that followed it, which lasted until independence in 1991. For the country’s Russian-speaking minority – 25% of Estonia’s 1.3 million people – the removal of the memorial was another sign of ethnic discrimination.
That evening, Jaan Priisalu – a former risk manager for Estonia’s largest bank, Hansabank, who was working closely with the government on its cybersecurity infrastructure – was at home in Tallinn with his girlfriend when his phone rang. On the line was Hillar Aarelaid, the chief of Estonia’s cybercrime police.
“It’s going down,” Aarelaid declared. Alongside the street fighting, reports of digital attacks were beginning to filter in. The websites of the parliament, major universities, and national newspapers were crashing. Priisalu and Aarelaid had suspected something like this could happen one day. A digital attack on Estoniahad begun.
“The Russian theory of war allows you to defeat the enemy without ever having to touch him,” says Peter Pomerantsev, author of Nothing is True and Everything is Possible. “Estonia was an early experiment in that theory.”
Since then, Russia has only developed, and codified, these strategies. The techniques pioneered in Estonia are known as the “Gerasimov doctrine,” named after Valery Gerasimov, the chief of the general staff of the Russian military. In 2013, Gerasimov published an article in the Russian journal Military-Industrial Courier, articulating the strategy of what is now called “hybrid” or “nonlinear” warfare. “The lines between war and peace are blurred,” he wrote. New forms of antagonism, as seen in 2010’s Arab spring and the “colour revolutions” of the early 2000s, could transform a “perfectly thriving state, in a matter of months, and even days, into an arena of fierce armed conflict”.
Russia has deployed these strategies around the globe. Its 2008 war with Georgia, another former Soviet republic, relied on a mix of both conventional and cyber-attacks, as did the 2014 invasion of Crimea. Both began with civil unrest sparked via digital and social media – followed by tanks. Finland and Sweden have experienced near-constant Russian information operations. Russian hacks and social media operations have also occurred during recent elections in Holland, Germany, and France. Most recently, Spain’s leading daily, El País, reported on Russian meddling in the Catalonian independence referendum. Russian-supported hackers had allegedly worked with separatist groups, presumably with a mind to further undermining the EU in the wake of the Brexit vote.
The Kremlin has used the same strategies against its own people. Domestically, history books, school lessons, and media are manipulated, while laws are passed blocking foreign access to the Russian population’s online data from foreign companies – an essential resource in today’s global information-sharing culture. According to British military researcher Keir Giles, author of Nato’s Handbook of Russian Information Warfare, the Russian government, or actors that it supports, has even captured the social media accounts of celebrities in order to spread provocative messages under their names but without their knowledge. The goal, both at home and abroad, is to sever outside lines of communication so that people get their information only through controlled channels.
According to its detractors, RT is Vladimir Putin’s global disinformation service, countering one version of the truth with another in a bid to undermine the whole notion of empirical truth. And yet influential people from all walks of public life appear on it, or take its money. You can’t criticise RT’s standards, they say, if you don’t watch it. So I watched it. For a week.
My note; so this is why Oliver Stone in his “documentary” went gentle on Putin, so his son can have a job. #Nepotism #FakeNews
RT’s stated mission is to offer an “alternative perspective on major global events”, but the world according to RT is often downright surreal.
Peter Pomerantsev, author of Nothing Is True and Everything Is Possible, about Putin’s Russia, and now a senior visiting fellow in global affairs at the London School of Economics, was in Moscow working in television when Russia Today first started hiring graduates from Britain and the US. “The people were really bright, they were being paid well,” he says. But they soon found they were being ordered to change their copy, or instructed how to cover certain stories to reflect well on the Kremlin. “Everyone had their own moment when they first twigged that this wasn’t like the BBC,” he says. “That, actually, this is being dictated from above.” The coverage of Russia’s war with Georgia in 2008 was a lightbulb moment for many, he says. They quit.
Media literacy. Differentiated instruction. Media literacy guide.
Fake news as part of media literacy. Visual literacy as part of media literacy. Media literacy as part of digital citizenship.
Web design / web development
the roles of HTML5, CSS, Java Script, PHP, Bootstrap, JQuery, React and other scripting languages and libraries. Heat maps and other usability issues; website content strategy. THE MODEL-VIEW-CONTROLLER (MVC) design pattern
Social media for institutional use. Digital Curation. Social Media algorithms. Etiquette Ethics. Mastodon
I hosted a LITA webinar in the fall of 2016 (four weeks); I can accommodate any information from that webinar for the use of the IM students
OER and instructional designer’s assistance to book creators.
I can cover both the “library part” (“free” OER, copyright issues etc) and the support / creative part of an OER book / textbook
“Big Data.” Data visualization. Large scale visualization. Text encoding. Analytics, Data mining. Unizin. Python, R in academia.
I can introduce the students to the large idea of Big Data and its importance in lieu of the upcoming IoT, but also departmentalize its importance for academia, business, etc. From infographics to heavy duty visualization (Primo X-Services API. JSON, Flask).
NetNeutrality, Digital Darwinism, Internet economy and the role of your professional in such environment
I can introduce students to the issues, if not familiar and / or lead a discussion on a rather controversial topic
Digital assessment. Digital Assessment literacy.
I can introduce students to tools, how to evaluate and select tools and their pedagogical implications
a hands-on exercise on working with Wikipedia. After the session, students will be able to create Wikipedia entries thus knowing intimately the process of Wikipedia and its information.
Effective presentations. Tools, methods, concepts and theories (cognitive load). Presentations in the era of VR, AR and mixed reality. Unity.
I can facilitate a discussion among experts (your students) on selection of tools and their didactically sound use to convey information. I can supplement the discussion with my own findings and conclusions.
eConferencing. Tools and methods
I can facilitate a discussion among your students on selection of tools and comparison. Discussion about the their future and their place in an increasing online learning environment
Digital Storytelling. Immersive Storytelling. The Moth. Twine. Transmedia Storytelling
I am teaching a LIB 490/590 Digital Storytelling class. I can adapt any information from that class to the use of IM students
VR, AR, Mixed Reality.
besides Mark Gill, I can facilitate a discussion, which goes beyond hardware and brands, but expand on the implications for academia and corporate education / world
Ms. Joanne Lipman
October 20, 2017
Editor-in-Chief of USA Today
7950 Jones Branch Drive
McLean, VA 22108
Dear Ms. Lipman,
In our roles as the Board of Directors of the Association for Library and Information Science Education (ALISE), we are writing to express our profound disappointment with the USA Today career advice feature on October 13, 2017 entitled “Careers: 8 jobs that won’t exist in 2030,” which declared that “librarian” is the number one career among the eight jobs that inaccurate statement on two fronts: first, that the profession is declining, and second, that this alleged will disappear in 2030. This is a false and decline is a result of libraries as warehouses of printed books.
The author of this article may not realize that a professional librarian position in the U.S. and many other countries requires a Master’s degree. According to a recent article in Library Journal, 86% of recent graduates from American Library Association (ALA) accredited schools have found jobs. Another recent report (released on September 28, 2017) by Pearson, Nesta, and Oxford University predicts growth in the information professions, including librarians, curators, and archivists. They are among the top ten jobs likely to experience increased demand in 2030. The report is summarized by Library Journal in its article entitled “The Job Outlook: In 2030, Librarians Will Be in Demand.” Furthermore, your own job posting section for librarian positions does not show the decline of our profession. A close reading of the job titles should have indicated to the author that librarians do more than simply check out books.
This article demonstrates a lack of understanding of librarians’ work as information professionals. My note: but so do lack understanding a lot of librarians, paraprofessionals and administrators in libraries. They are the one, who leave the impressions reflected in the article of US Today. Information professionals IS the keyword and, as during the hype around year 2000 with Barnes & Nobles, a great number of people working in libraries continue to behave as it is the Middle Ages and care of paper-based materials the one and only responsibility a “librarian” may have. The lack of understanding regarding the wide scope of “information professionals” is profound.
Libraries provide access to print and special collections of media, and subscription-based or free electronic resources. All of these must be curated, cataloged, or organized by professional librarians to make them accessible to their users. My note: beating your own drum is good, but when failing to recognize the existence of folksonomy and its impact, do not get upset when US Today reflects the impact
College and university librarians carry out research consultations and instruct student and faculty in finding, evaluating, and using information. My note: when faculty let them do it. And administration recognizes it. It is a shaky position, which does not exclude the 2030 scenario.
Public librarians connect patrons to community resources, lead programming for children and adults, and engage in community outreach and advocacy. Special librarians work for corporations, federal and state institutions, focusing on gathering competitive intelligence and making sure their organizations have access to the information they need to make sound business or strategic decisions.
The article also inaccurately presents libraries as dedicated solely to books:
More and more people are clearing out those paperbacks and downloading e-books on their Tablets and Kindles instead. The same goes for borrowing — as books fall out of favor, libraries are not as popular as they once were. That means you’ll have a tough time finding a job if you decide to become a librarian. Many schools and universities are already moving their libraries off the shelves and onto the Internet.
In addition to providing access to books, journals, newspapers, and other media, both electronically and in print, libraries provide access to technology, from computers, laptops, and iPads to 3D printers, My note: are we? are we doing this at our library? Are the reference librarians allowing such blasphemous thoughts penetrate this library? And if they do, do they allow other professionals to collaborate with them, or “keep it for themselves?”
multimedia software, and recording studios. My note: whaaat?
Many libraries have expanded their non-print collections and are circulating a wide variety of objects including tools, musical instruments, toys, wifi hotspots, and artwork. Libraries are highly valued as community centers and safe spaces that allow people to connect with information and with each other. Research shows that libraries are one of the most trusted and valued public institutions in the country.
The article further argues that librarians and libraries are not needed because printed books are falling out of favor. However, there is considerable counter-evidence that printed books are still in demand, including the articles cited below.
Cain, S. (2017, March 14). Ebook sales continue to fall as younger generations drive appetite for print. The Guardian. Retrieved from: