social media in the workplace - a manager's perspective
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A MANAGERS PERSPECTIVE
SESSION 605
Social Media in the Workplace
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
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What’s your experience with Social Media?
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What About Me?
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…It’s been an evolution
My Perspective
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• 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
Gartner’s Nexus of Forces
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Social Media at the Center
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Lives in the cloud
Runs on Mobile
Driving Big Data
Communication is Evolving
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We must also evolve in order to remain relevant and effective
The “Original” Social Media
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“When social was a “party line” and going mobile meant getting a longer cord…”
It’s an Opt-in World
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VS.
“Facebook” for the Enterprise
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What’s Your Klout?
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6 Lessons Learned
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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
Only Part of the Mix
• You can’t ignore one audience over another
• Some companies actively block access to Social Media sites
• No amount of Blogging or tweeting will penetrate some companies “firewalls”
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Social
Media
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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Social Media & Productivity
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• 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
Social Media & Productivity
Social Media can be Scary
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• 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
Social Media is Engagement
• Customer Service • Information Sharing
• Thought Leadership
• Sales & Marketing
• Building a Personal Brand
• Building Relationships
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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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Social Media and ITSM
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• Customer Support • Client Feedback • Knowledge Exchange • Collaboration
• 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
Social Media and the Customer
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• 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
Social Media & Your ITSM Program
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In Summary
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“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
This presentation is based on my article “Social Media in the Workplace: A Managers Perspective”
http://n.navvia.com/fusion-13-social-media-presentation
Download the Article
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Thank you for attending this session. Don’t forget to complete the evaluation!
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