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Service Desk and Social Media -- Meet Your Users on Their Terms

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ServiceNow presentation 2010.

It's a generational shift in communication. Like it or not, employees will use social media!

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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

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Service Desk and Social Media -- Meet Your Users on Their Terms

  1. 1. Service Desk and Social Media Meet Your Users on Their Terms Christopher M. Dancy Founder ServiceSphere.com
  2. 2. Agenda • • • • • • • Introduction – Who Do You Think You Are The Way We Were – Support Evolution Who Let The Dogs Out – Transparency People Are Talking – Tools for Sharing Shhhh – Tools for Listening More with Zero – Resources Future Leaders - Alignment
  3. 3. Disclaimer • • • • • • • There are no pioneers on this topic There are no leaders on this topic There is no evidence to support this topic Social Media vs. Social Networking There will be some FUD My writing is horrible @ServiceSphere
  4. 4. Who Do You Think You Are? Started as a Help Desk Tier One 1990 Moved to Help Desk Manager FrontRange HEAT & ITSM Consultant Integrations Product Manager for Service Desk & Desktop Management Tool Business Development / Thought Leadership Touchpaper Founder ServiceSphere
  5. 5. Who Do You Think You Are?
  6. 6. Who Do You Think You Are?
  7. 7. Thank You • Service-Now – Rhetfulence • Mom
  8. 8. If If you don’t own your IT image, someone else will.
  9. 9. DEFINED
  10. 10. Social Networking Defined • It’s about getting information faster • It’s about getting information targeted for YOU • It’s about connecting to “People” • It’s about on-demand overload • It’s about “feeling” connected • It’s about tuning out, so you can tune in • It’s about Ego • It’s about TIME
  11. 11. The Way We Were
  12. 12. The Way We Were • Generational Shift In Information
  13. 13. The Way We Were • These Are Not The Droids You are Looking For • IT PROsumerism – Today's IT Consumers come to the organization with ready knowledge of: • • • • • WiFi Computers Cloud Computing Networking Software – In 1990, 1995, 2000 and 2005 this was not the case.
  14. 14. Education vs Instruction
  15. 15. Who Let The Dogs Out • Having “The Talk” – Management – Mom & Dad • Education • Abstinence vs Protection – Employees – Sis & Bro • Rules • Safety – Customers – The Neighbors Kids • Trust but monitor
  16. 16. Who Let The Dogs Out Why Policy? • Social networks are an important part of our lives • There is MANY benefit to social networking use at work • This presentation describes what is and is not acceptable
  17. 17. Who Let The Dogs Out Do A POLICY NOW • Remember to stay positive • Contribute value to online conversations • Be honest about your relationship to the company • Report any negative comments about the company to {insert name} • If you are unsure about whether or not a post, comment, or photo is acceptable, consult your manager
  18. 18. Who Let The Dogs Out Policy • If you use Facebook at work, you will be required to help promote the company using your Facebook account • When uploading pictures of company events, be sure to get approval from your manager • Do not disclose confidential or proprietary information through your Facebook account
  19. 19. Who Let The Dogs Out Policy • You may twitter from work if the following conditions are met: – Roughly 20% of all tweets are industry and/or company related – You must @company at least once per week – Realize that twitter can become a time sink, so remember to stay productive
  20. 20. Who Let The Dogs Out Policy • Personal blogs must include a disclaimer that your opinions do not represent those of the company • Do not disclose confidential or proprietary information on your blog • Inform legal of any blogs to which you regularly contribute
  21. 21. Talking
  22. 22. People Are Talking – Talk Back • Which: – Twitter - Profile • When – Promote Information Awareness – Upcoming Outages, Changes & Information – Simple Q&A • How – Password Protect your updates – Share access to the page so that key people can post updates
  23. 23. People Are Talking – Talk Back • Other Things to Remember on Twitter – Profile information should be considered sensitive – Review your followers often – Don’t be surprised by the 20 year old, female, who likes to Dance, when she tries to follow you. – USE SEARCH!!
  24. 24. Live Demo • Service Desks On Twitter? Yep!
  25. 25. People Are Talking – Talk Back • Which: – Facebook – Fan Pages • When – Collaboration between the Service Desk Members – Real People at the Service Desk – Updates from the Service Desk in Customers “Wall” • How – Curtain Sensitive Information – Events to Calendar for Support Changes – FAQ’s
  26. 26. People Are Talking – Talk Back • Other Things to Remember on Facebook – Use Security Settings for Page – Use as an Informal tool – Set Time aside to keep it up to date – People will use Facebook, if not at work, then on the drive at home, vacation and home, so reach them!
  27. 27. Live Demo • Service Desks On Facebook? Yep!
  28. 28. People Are Talking – Talk Back • Which: – LinkedIn– Your Profile, Groups and Answers • When – Promote yourself, promote your company – Network in Groups to get information about events and best practices – Use Answers, to ask, but more importantly to ANSWER – Staff Augmentation – Events • How – Never post or answer a question with sensitive information.
  29. 29. Tools, Which, When & How • Other Things to Remember on LinkedIn – Be kind and recommend staff – Do not promote yourself or companies services – Join Groups, but be picky – Rise above negative “posts”
  30. 30. Live Demo • Service Desks On LinkedIn? Yep!
  31. 31. People Are Talking – Talk Back • Which: – YouTube– • When – You have an image problem – Closed Incidents • How – Flip Cam
  32. 32. Live Demo • Service Desks On YouTube? Yep!
  33. 33. Listening
  34. 34. Listening For Support • Google Alerts 101 – Org Name – Org Name and “X Desk” – Nicknames for Org – Use “” marks – Remember to Check REAL TIME searches or setup feed from Google
  35. 35. Listening For Support • The Good News & The Bad News • Good News – Talk and Listen with ONE tool • Bad News – Listen for Tweets, No Facebook, MySpace, LinkedIn
  36. 36. More With Zero
  37. 37. More With Zero • Resources – By Creating A Policy You can Leverage Usage – Create CZAR of Help Desk Communications (Rotating) – Support and Promote 24/7, After Hours Czar – Use Software (ATG or Something Special)
  38. 38. More With Zero • SeesMic – Look – Web, Desktop, Mobile – Pros/Cons • TweetDeck – Desktop, Mobile – Pros/Cons
  39. 39. More With Zero
  40. 40. Our Time is Now
  41. 41. Future Leaders • Alignment – Create your future by inventing it. – If Sales Does It…. – Business Marketing is Struggling, lead the way. – The 1st and maybe last time you agree
  42. 42. Conclusion • It’s a generational shift in communication, be prepared. • With or Without Business, Employees will Communicate • Create a Social Media Policy TODAY • Unlike other trends, this one is powered by individuals, not groups. • Do research, check for organization like yours on Social Media • Look at other organizations Social Media Policies • Check with your IT Policy Department
  43. 43. Good Read • A Decade Old, and as new as tomorrow!
  44. 44. Q&A
  45. 45. Thank YOU • For more information info@servicesphere.com
  46. 46. CHRIS DANCY chris.dancy@servicesphere.com chrisdancy” text “chrisdancy” to 50500 @servicesphere

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