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Social Media in the Workplace
A Manager’s Perspective
Copyright 2013, Navvia - a division of Consulting-Portal 2
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
March 5, 2013
Copyright 2013, Navvia - a division of Consulting-Portal 3
What’s your experience with Social Media?
March 5, 2012
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So … what do I know about Social Media?
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…It’s been an evolution
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I believe I have a “unique” 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
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Gartner’s Nexus of Forces
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MOBILE
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I see Social Media at the center
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MOBILE
Lives in the Cloud
Runs on Mobile
Driving Big Data
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The way people communicate is changing!
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The way we communicate in business is constantly evolving
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The “original” Social Media
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When social was a “party line” and going mobile meant getting a longer cord…
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Opt-in Communications
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VS.
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“Facebook” for the Enterprise
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What’s your Social Klout?
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The 6 lessons learned regarding Social Media
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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
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It is only part of the communication 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 company “firewalls”
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Social
Media
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Requires governance and 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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Has an impact on employee 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
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Social media can be a bit scary
March 5, 2013
• 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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Can help engage customers and colleagues
• Customer Service• Information Sharing• Thought Leadership• Sales & Marketing• Building a Personal
Brand• Building Relationships
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Is becoming part of every employee’s toolkit
• It helps you learn• Can enhance your
reputation• Let’s 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
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In Summary
March 5, 2013
“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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Thank You!David Mainville
Twitter: @mainville
navvia.com/resources
March 5, 2013
