social media in the workplace - a manager's perspective

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

October 2013 2

What’s your experience with Social Media?

October 2013 3

What About Me?

October 2013 4

…It’s been an evolution

My Perspective

October 2013 5

•  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

October 2013 6

Social Media at the Center

October 2013 7

Lives in the cloud

Runs on Mobile

Driving Big Data

Communication is Evolving

October 2013 8

We must also evolve in order to remain relevant and effective

The “Original” Social Media

October 2013 9

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

It’s an Opt-in World

October 2013 10

VS.

“Facebook” for the Enterprise

October 2013 11

What’s Your Klout?

October 2013 12

6 Lessons Learned

October 2013 13

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”

October 2013 14

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

October 2013 15

Social Media & Productivity

October 2013 16

October 2013 17

•  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

October 2013 18

•  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

October 2013 19

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

Social Media and ITSM

October 2013 21

•  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

October 2013 22

•  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

October 2013 23

In Summary

October 2013 24

“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

October 2013 25

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 October 2013 27