Social Media in the Workplace
A M ANAGERS P ERSPECTIVE
S ESSION 605
David Mainville
•  32 Years in IT Service
Management
– 
– 
– 
– 
– 
– 

Field Engineer
Customer Support Manager
Director I...
What’s your experience with Social Media?

October 2013

3
What About Me?

…It’s been an evolution
October 2013

4
My Perspective

•  I ENGAGE with others through Social Media
•  I MANAGE people who use Social Media
•  I MARKET my compan...
Gartner’s Nexus
of Forces

October 2013

6
Social Media at
the Center

Lives in the cloud

Driving Big Data
Runs on Mobile

October 2013

7
Communication
is Evolving

We must also evolve in order to remain relevant and effective

October 2013

8
The “Original”
Social Media

“When social was a “party line”
and going mobile meant getting a
longer cord…”

October 2013
...
It’s an Opt-in
World

VS.

October 2013

10
“Facebook” for
the Enterprise

October 2013

11
What’s Your
Klout?

October 2013

12
6 Lessons
Learned
It is only part of the communication mix
Requires governance and oversight
Has an impact on employee pro...
Only Part of
the Mix
•  You can’t ignore one
audience over another
•  Some companies actively
block access to Social
Media...
Social Media
Requires Oversight
•  Do you know where your
data is?
–  Google hangouts
–  DropBox
–  Other file sharing sit...
Social Media &
Productivity

October 2013

16
Social Media &
Productivity
•  Yes, it can be a productivity
drain…but
– 
– 
– 
– 

Access to new ideas
Collaborate with i...
Social Media
can be Scary
•  Am I too old to start?
•  I don’t understand it
•  It’s a waste of time
•  What will I say?
•...
Social Media is
Engagement
•  Customer Service
•  Information Sharing
•  Thought Leadership
•  Sales & Marketing
•  Buildi...
Social Media is Part
of Your Toolkit

•  It helps you learn
•  Can enhance your reputation
•  Lets you collaborate with ot...
Social Media
and ITSM

• 
• 
• 
• 

October 2013

Customer Support
Client Feedback
Knowledge Exchange
Collaboration

21
Social Media and
the Customer
•  FAQ and the knowledge portal
•  Mobile support
•  Open tickets from social
channels such ...
Social Media & Your
ITSM Program
•  Social BPM: Design by Doing
–  Collaboration
–  Iteration

•  Build working groups to ...
In Summary
“Evolution has made us Social Beings and Social Media is the next
evolution of communication tools, but it is o...
Download the
Article
This presentation is based on my article
“Social Media in the Workplace: A Managers Perspective”

htt...
Thank You!!
David Mainville
dmainville@navvia.com
Twitter: @mainville

October 2013

26
Thank you for attending this session.
Don’t forget to complete the evaluation!
Session 605: Social Media in the Workplace
...
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Social media in the workplace - A manager's perspective

  1. 1. Social Media in the Workplace A M ANAGERS P ERSPECTIVE S ESSION 605
  2. 2. David Mainville •  32 Years in IT Service Management –  –  –  –  –  –  Field Engineer Customer Support Manager Director ITSM Services ESM Solutions Architect ESM Practice Director CEO & Co-founder Navvia •  Twitter: @mainville October 2013 2
  3. 3. What’s your experience with Social Media? October 2013 3
  4. 4. What About Me? …It’s been an evolution October 2013 4
  5. 5. My Perspective •  I ENGAGE with others through Social Media •  I MANAGE people who use Social Media •  I MARKET my company using Social Media •  I am ENABLING our Software with Social Media October 2013 5
  6. 6. Gartner’s Nexus of Forces October 2013 6
  7. 7. Social Media at the Center Lives in the cloud Driving Big Data Runs on Mobile October 2013 7
  8. 8. Communication is Evolving We must also evolve in order to remain relevant and effective October 2013 8
  9. 9. The “Original” Social Media “When social was a “party line” and going mobile meant getting a longer cord…” October 2013 9
  10. 10. It’s an Opt-in World VS. October 2013 10
  11. 11. “Facebook” for the Enterprise October 2013 11
  12. 12. What’s Your Klout? October 2013 12
  13. 13. 6 Lessons Learned It is only part of the communication mix Requires governance and oversight Has an impact on employee productivity Social media can be a bit scary Can help engage customers and colleagues Is becoming part of every employee’s toolkit October 2013 13
  14. 14. Only Part of the Mix •  You can’t ignore one audience over another •  Some companies actively block access to Social Media sites Socia l Medi a •  No amount of Blogging or tweeting will penetrate some companies “firewalls” October 2013 14
  15. 15. Social Media Requires Oversight •  Do you know where your data is? –  Google hangouts –  DropBox –  Other file sharing sites •  What is being said about you & your company? –  Tweets –  Facebook –  Other social sites October 2013 15
  16. 16. Social Media & Productivity October 2013 16
  17. 17. Social Media & Productivity •  Yes, it can be a productivity drain…but –  –  –  –  Access to new ideas Collaborate with industry experts Recruit new staff Share concepts within your organization –  See what others are saying about your company October 2013 17
  18. 18. Social Media can be Scary •  Am I too old to start? •  I don’t understand it •  It’s a waste of time •  What will I say? •  I am a private person October 2013 18
  19. 19. Social Media is Engagement •  Customer Service •  Information Sharing •  Thought Leadership •  Sales & Marketing •  Building a Personal Brand •  Building Relationships October 2013 19
  20. 20. Social Media is Part of Your Toolkit •  It helps you learn •  Can enhance your reputation •  Lets you collaborate with others •  Can help you find a job October 2013 20
  21. 21. Social Media and ITSM •  •  •  •  October 2013 Customer Support Client Feedback Knowledge Exchange Collaboration 21
  22. 22. Social Media and the Customer •  FAQ and the knowledge portal •  Mobile support •  Open tickets from social channels such as twitter, Facebook or chat •  Monitor the social conversation •  Service announcements and updates October 2013 22
  23. 23. Social Media & Your ITSM Program •  Social BPM: Design by Doing –  Collaboration –  Iteration •  Build working groups to design your processes •  Use Social Media to extend your reach to all stakeholders •  Encourage and listen to feedback from the users •  Social Media & CSI October 2013 23
  24. 24. In Summary “Evolution has made us Social Beings and Social Media is the next evolution of communication tools, but it is only a tool & will never replace the human touch…” David Mainville Social Media is not a fad Social Media doesn’t mean better Social Media isn’t Scary October 2013 24
  25. 25. Download the Article This presentation is based on my article “Social Media in the Workplace: A Managers Perspective” http://n.navvia.com/fusion-13-social-media-presentation October 2013 25
  26. 26. Thank You!! David Mainville dmainville@navvia.com Twitter: @mainville October 2013 26
  27. 27. Thank you for attending this session. Don’t forget to complete the evaluation! Session 605: Social Media in the Workplace October 2013 27
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