george spalding executive vice president pink elephant

Social Media & IT © 2013 Pink Elephant. All Rights Reserved.1Ex

George SpaldingExecutive Vice President

Pink Elephant

Is Today's IT compatible with Tomorrow's Social Media

Consumer?


BABY BOOMER ages 49-67 1946-1964 80M

GENERATION X ages 36-48 1965-1977 38M(Digital Immigrants)

U.S. population of 307 million US Decennial Census 2010

GENERATION Y ages 17-35 1978-1996 78M(Digital Natives)

The new total represented an addition of 22 million Americans since the 2000 Census

The 2000 Census recorded a population gain in every state during the 1990s – the only decade in the 20th century with such growth

Defining The Workforce Generations

“0 GENERATION” (Kids) ages 1-16 1997-2010 35M


Generational Metrics Todays workplace has 3 Generations working together:

Baby Boomers, Gen X, Gen Y (Millenials)

In 2006: GEN Y was 21% of the workforce: 32 million workers!

… this growth will continue through 2015

Global Aging: labor force reduction globally due to retirement & mortality

Global battle for talent will be fierce

European Union: currently experiencing a 25% decline in population

Baby Boomer Exodus will resume once the Great Recession subsides

50% of the US Executives will be retirement-eligible in the next 2 years

Workers in the 2nd, 3rd, 4th positions next to the executives are also Boomers

and so also will be retiring Source: Managing Millenials – Espinoza, Ukleja, Rusch


Highlights from our Present - continued

Integrated workforce Demographics; all 3 generations working together Baby Boomers Gen X Gen Y

As of 01/01/11: every single day (1 every 10 seconds) more than 10,000 Baby Boomers reach the age of 65! That is going to keep happening every single day for the next 19 years.

In 2000, 35 million Americans were 65+ By 2030, 70 million Americans will be 65+ and will comprise 20-25% of

the US population

US Total Labor Force Population as of 2010 US Census: Baby Boomers: 38% - Digital Immigrants (new language) Gen X 32% - Digital Immigrants (native language but…) Gen Y 25% - Digital Natives

Source: Bureau of Labor Statistics, "Household Data, Not Seasonally Adjusted: Table A-13: Employment Status of the Civilian Noninstitutional Population by Age, Sex, and Race" (2012).


Gen Y Statistics

GEN Y - Millennials are the future of our companies …

They are:

The most socially & diversely tolerant generation yet

The most educated & technologically savvy generation

The most sheltered/structured generation in US history

1 in 3 is NOT Caucasian

1 in 4 comes from a single-parent home

The fastest growing segment of the workforce

Digital Natives

Source: Managing Millenials – Espinoza, Ukleja, Rusch


A little GEN Y humor …

Why do we call the last group Generation Y ? I always thought it was because they say....

Y should I get a job ? Y should I leave home and find my own place ? Y should I get a car when I can borrow yours ? Y should I clean my room ? Y should I wash and iron my own clothes ? Y should I buy any food ?


A little GEN Y humor …

A cartoonist explained it very eloquently below....


Generational Traits – snapshot

BABY BOOMERS – Traits• Vietnam, Civil Rights, Cold War, Women’s Lib

• JFK & MLK assassinations; equality for all

• Credit cards, TV, Fitness …the 60s & 70s

• career, healthy, wealthy, forever young

• Technology: used to do MORE work

Gen X - Traits• Persian Gulf War, AIDS, Corporate RIFs • Divorce rate tripled; latchkey kids

• PCs, Internet, Video games, MTV

• Work life balance is key driver; autonomy

• Technology: used to have life balance

Gen Y - Traits • 9/11, Afghan/IRAQ, Columbine, Personal Terrorism

• Smart Phones, Texting, Social Networks

• Laptops, IPODs, Personal mobility w/technology

• Nurtured, protected; grown up working on teams

• Technology: fully integrated into their life


Workplace Characteristics – Comparison

Boomers Gen X Gen Y

Job Strength: Service Oriented / Team Players

Adaptable and Tech-Literate

Multi-Taskers and Tech-Savvy

Outlook: Optimistic Skeptical Hopeful

Work Ethic: Driven Balanced Determined

View of Authority:

Love/Hate Unimpressed not intimidated

Polite

Leadership: by Consensus by Competence by Pulling Together in Teams

Relationships: Personal Gratification

Reluctant to Commit

Inclusive / Teams

Turnoffs: Political Incorrectness

Cliché/Hype Promiscuity

Diversity: Integration Began Fully Integrated No Majority Race

Feedback: Once a year with documentation

Interrupts; asks how they’re doing

Wants feedback at push of a button

Work/Life Balance:

Work has been a key driver

Wants work - life balance now

Need flexibility to balance activities

Source: Bank of America


Soooo…that’s nice…but…

• It’s all about communication styles and fastballs.• Boomers:

• TelephoneFace-to-FaceFax ConfirmationsE-mail (and a lot of it!)Group/Team meetings (and a lot of them!)Cell phones for talking (not necessarily for texting)

• Gen X:• Let “me” choose my communication and how often I do it

E-mailCell phoneTextBloggingInstant messageOnline forums

• Gen Y (Millenials):• Text/Instant Message

Online social networksE-mail (but only for work or school)


Multiple Channels

• Boomers want a live conversation with an actual human being

• Gen X will talk to people or go through official online channels or FAQs

• Gen Y will ask for help from anyone in the easiest way. Online, text, etc.


So who is going to use self-service?

• Not the Boomers, that’s for sure! They will call someone. (Probably a Gen Y)

• Gen X may use an official self-service portal with FAQs and knowledge articles, etc.

• Gen Y will ask Google and anyone else in the cyberworld. And they may accept nearly any solution offered…without testing, etc.


Conclusions

• As we are in IT design our ITSM solutions, communication strategies and self-service capabilities we must understand that there are 3 distinct constituencies that we serve. Each with their own unique requirements and biases.

• This simple fact will prove pervasive in management systems and IT as we move through the next few years.


[email protected]

@theitilexperts@gspalding11

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george spalding executive vice president pink elephant

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