1. Social Media in the Workplace
A M ANAGERS P ERSPECTIVE
S ESSION 605

2. David Mainville
• 32 Years in IT Service
Management
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Field Engineer
Customer Support Manager
Director ITSM Services
ESM Solutions Architect
ESM Practice Director
CEO & Co-founder Navvia
• Twitter: @mainville
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3. What’s your experience with Social Media?
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4. What About Me?
…It’s been an evolution
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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
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6. Gartner’s Nexus
of Forces
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7. Social Media at
the Center
Lives in the cloud
Driving Big Data
Runs on Mobile
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8. Communication
is Evolving
We must also evolve in order to remain relevant and effective
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9. The “Original”
Social Media
“When social was a “party line”
and going mobile meant getting a
longer cord…”
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10. It’s an Opt-in
World
VS.
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11. “Facebook” for
the Enterprise
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12. What’s Your
Klout?
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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
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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”
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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
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16. Social Media &
Productivity
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17. Social Media &
Productivity
• Yes, it can be a productivity
drain…but
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Access to new ideas
Collaborate with industry experts
Recruit new staff
Share concepts within your
organization
– See what others are saying about
your company
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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
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19. Social Media is
Engagement
• Customer Service
• Information Sharing
• Thought Leadership
• Sales & Marketing
• Building a Personal Brand
• Building Relationships
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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
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21. Social Media
and ITSM
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Customer Support
Client Feedback
Knowledge Exchange
Collaboration
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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
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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
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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
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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
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26. Thank You!!
David Mainville
dmainville@navvia.com
Twitter: @mainville
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27. Thank you for attending this session.
Don’t forget to complete the evaluation!
Session 605: Social Media in the Workplace
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