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  • 1. Social Media in the Workplace A M ANAGERS P ERSPECTIVE S ESSION 605
  • 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. What’s your experience with Social Media? October 2013 3
  • 4. What About Me? …It’s been an evolution October 2013 4
  • 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. Gartner’s Nexus of Forces October 2013 6
  • 7. Social Media at the Center Lives in the cloud Driving Big Data Runs on Mobile October 2013 7
  • 8. Communication is Evolving We must also evolve in order to remain relevant and effective October 2013 8
  • 9. The “Original” Social Media “When social was a “party line” and going mobile meant getting a longer cord…” October 2013 9
  • 10. It’s an Opt-in World VS. October 2013 10
  • 11. “Facebook” for the Enterprise October 2013 11
  • 12. What’s Your Klout? October 2013 12
  • 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. 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. 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. Social Media & Productivity October 2013 16
  • 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. 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. Social Media is Engagement •  Customer Service •  Information Sharing •  Thought Leadership •  Sales & Marketing •  Building a Personal Brand •  Building Relationships October 2013 19
  • 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. Social Media and ITSM •  •  •  •  October 2013 Customer Support Client Feedback Knowledge Exchange Collaboration 21
  • 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. 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. 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. 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. Thank You!! David Mainville dmainville@navvia.com Twitter: @mainville October 2013 26
  • 27. Thank you for attending this session. Don’t forget to complete the evaluation! Session 605: Social Media in the Workplace October 2013 27