itSMF Finland Conference 2013 TOP10 – The Sounds of IT Service Management

Rui Soares The Storytelling way: Tell your change story by heart @rumagoso ruisoares@widesys.com

http://itilblues.wordpress.com/

“No, no! The adventures first, explanations take such a dreadful time.”

Power of stories

http://blog.bufferapp.com/great-customer-service-legendary

Stories and the brain • Powerpoint presentation with boring bullet points

it hits our language processing parts in the brain

Broca

Wernicke

Stories and the brain

But when we are being told a story…

the narrative activates also other parts of the brain

our brains experience the events of the story

Why stories work

“An Audience is always interested in experiences of someone with whom they can relate. There is something very private that occurs within the reader [or listener/viewer]

while he ‘shares’ the actor’s experience.” — Will Eisner in Graphic Storytelling and Visual

Narrative

What is Storytelling?

Storytelling is the interactive art of using words and actions to reveal the elements and images of a story while encouraging the listener’s imagination.

http://www.storynet.org/resources/whatisstorytelling.html

It’s done alive with a audience. If not then it is not storytelling.

Storyteller - definition

sto·ry·tell·er

/ˈstôrēˌtelər/

Noun

A person who tells stories.

Synonyms

narrator - teller - taleteller - liar

Adapting to your audience

Take the story as close to them as you can

Keep it brief and simple

Stimulate their senses

Describe the characters and settings

Adapting to your audience

Take the story as close to them as you can

Keep it brief and simple

Stimulate their senses

Describe the characters and settings

A good story has…

• A single theme, clearly defined

• A well developed plot

• Style: vivid word pictures, pleasing sounds and rhythm

• Characterization

• Faithful to source

• Dramatic appeal

• Appropriateness to listeners

Effective Storytelling, by Barry McWillliams

http://www.eldrbarry.net/roos/eest.htm

On storytelling

• Introduce yourself

• Introduce your Story

• Great First Lines

• Great Conclusions

• Great Endings

• Make sure you wait for your applause before exiting the stage! Enjoy the moment!

Engaging audience Three good ways to open a presentation and grab your audience (use what works):

• Enrolling questions

• Statement of declaration

• Staggering statistical element

from Arvee Robinson, http://www.instantprospeaker.com/3Explosiveways.htm

The 6 Pitches – first five…

The one-word pitch Priceless

The question pitch Are you better off than you were four years ago?

The rhyming pitch "Kids and grownups love it so—the happy world of Haribo."

The email subject line pitch

The 5 Most Persuasive Words in the English Language

The Twitter pitch The modern elevator pitch, capture your prospect’s attention in 140 characters

The Pixar pitch – the formula

• Once upon a time

• Every Day

• One day

• Because of that

• Because of that

• Until finally

Why use Pixar pitch?

• Using the storytelling format creates a kind of distance that allows the story to reveal itself more clearly.

• It forces you to tell the story simply, without all the jargon that usually makes pitches muddy and too complicated to process.

• Like all good structures, the Pixar Pitch helps to organize your thoughts in a succinct way

• It’s fun

The Pixar pitch – Finding Nemo Once upon a time a widowed fish, named Marlin, who was extremely protective of his only son, Nemo.

Every day Marlin warned Nemo of the ocean’s dangers and implored him not to swim far away.

One day, in an act of defiance, Nemo ignores his father’s warnings and swims into the open water.

Because of that, he is captured by a diver and ends up in the fish tank of a dentist in Sydney.

Because of that, Marlin sets off on a journey to recover Nemo, enlisting the help of other sea creatures along the way.

Until finally Marlin and Nemo find each other, reunite and learn that love depends on trust. http://www.workingdifferently.org/4/post/2013/03/the-pixar-pitch-telling-your-story-crisply-and-with-clarity-in-order-to-compel-action.html

The characters

Mush Room

Every day… (incidents)

Every day… (service requests)

Every day…

One day…

Because of that…

Because of that…

Until Finally…

IT rocks!

Use it for IT

Story #1 – The gateway no one knew was there

Story #2 – “Oh. They too need this…”

Story #3 – Vacuum cleaner

Use recent stories, it will grab people’s attention

Confirm with people you can use the story

Focus on the story, not on the details

The BPMN approach

BPMN is great to talk about business processes

It’s standard

It’s a visual notation

Implies no technical knowledge

The BPMN approach – storyfied?

The BPMN approach – Use life

Hygiene

& dressing up breakfast commuting

take bath

dress suit

dress

jeans

dress

kids

Going to office

Going to customer

Wake

up

Hyg

ien

e

Simulations

Engage people

Safe environment – social/organizational

Multiple roles

Multiple rounds

Invite to action

Take a story skeleton and fill it up with:

• your own story

• your company's story

• a compelling story you want to share

Acknowledgements

• Rob England

• Antonio Valle Salas

• João Menino

• Carlos Melo

Resources Effective Storytelling, by Barry McWillliams

• http://www.eldrbarry.net/roos/eest.htm

9 tips for better storytelling, by Sean Buvala

• http://www.storyteller.net/articles/296

The Storytelling FAQ, by Tim Shappard

• http://www.timsheppard.co.uk/story/faq.html

The Phoenix Project, by Gene Kim, Kevin Behr and George Spafford

• http://itrevolution.com/books/phoenix-project-devops-book/

Pixar’s 22 rules of storytelling, by Emma Coats

• http://aerogrammestudio.com/2013/03/07/pixars-22-rules-of-storytelling/

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