Where, When and How to Use Social Media on Your Service or Help desk --------- For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis. MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/ Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500

1. Social Media
and ITSM
Meet Your Users
on Their Terms
Christopher M. Dancy
Founder
ServiceSphere.com

2. Agenda
•
•
•
•
•
•
•
Introduction – Who Do You Think You Are
The Way We Were – Support Evolution
Who Let The Dogs Out – Transparency
People Are Talking – Tools for Sharing
Shhhh – Tools for Listening
More with Zero – Resources
Future Leaders - Alignment

3. Disclaimer
•
•
•
•
•
•
•
There are no pioneers on this topic
There are no leaders on this topic
There is no evidence to support this topic
Social Media vs. Social Networking
There will be some FUD
My writing is horrible
@ServiceSphere

4. Who Do You Think You Are?
Started as a Help Desk Tier One 1990
Moved to Help Desk Manager
FrontRange HEAT & ITSM Consultant
Integrations Product Manager for Service Desk &
Desktop Management Tool
Business Development / Thought Leadership
Touchpaper
Founder ServiceSphere

5. Who Do You Think You Are?

6. Who Do You Think You Are?

7. Thank You
• Service-Now
– Rhetfulence
• Mom

8. If
If you don’t own your IT image, someone
else will.

9. DEFINED

10. Social Networking Defined
• It’s about getting information faster
• It’s about getting information targeted for
YOU
• It’s about connecting to “People”
• It’s about on-demand overload
• It’s about “feeling” connected
• It’s about tuning out, so you can tune in
• It’s about Ego
• It’s about TIME

11. The Way We Were

12. The Way We Were
• Generational Shift In Information

13. The Way We Were
• These Are Not The Droids You are
Looking For
• IT PROsumerism
– Today's IT Consumers come to the
organization with ready knowledge of:
•
•
•
•
•
WiFi
Computers
Cloud Computing
Networking
Software
– In 1990, 1995, 2000 and 2005 this was not
the case.

14. Education vs Instruction

15. Who Let The Dogs Out
• Having “The Talk”
– Management – Mom & Dad
• Education
• Abstinence vs Protection
– Employees – Sis & Bro
• Rules
• Safety
– Customers – The Neighbors Kids
• Trust but monitor

16. Who Let The Dogs Out
Why Policy?
• Social networks are an important part of
our lives
• There is MANY benefit to social
networking use at work
• This presentation describes what is and is
not acceptable

17. Who Let The Dogs Out
Do A POLICY NOW
• Remember to stay positive
• Contribute value to online conversations
• Be honest about your relationship to the
company
• Report any negative comments about the
company to {insert name}
• If you are unsure about whether or not a
post, comment, or photo is acceptable,
consult your manager

18. Who Let The Dogs Out
Policy
• If you use Facebook at work, you will be
required to help promote the company
using your Facebook account
• When uploading pictures of company
events, be sure to get approval from your
manager
• Do not disclose confidential or proprietary
information through your Facebook
account

19. Who Let The Dogs Out
Policy
• You may twitter from work if the following
conditions are met:
– Roughly 20% of all tweets are industry and/or
company related
– You must @company at least once per week
– Realize that twitter can become a time sink,
so remember to stay productive

20. Who Let The Dogs Out
Policy
• Personal blogs must include a disclaimer
that your opinions do not represent those
of the company
• Do not disclose confidential or proprietary
information on your blog
• Inform legal of any blogs to which you
regularly contribute

21. Talking

22. People Are Talking – Talk
Back
• Which:
– Twitter - Profile
• When
– Promote Information Awareness
– Upcoming Outages, Changes & Information
– Simple Q&A
• How
– Password Protect your updates
– Share access to the page so that key people can post updates

23. People Are Talking – Talk
Back
• Other Things to Remember on Twitter
– Profile information should be considered
sensitive
– Review your followers often
– Don’t be surprised by the 20 year old,
female, who likes to Dance, when she
tries to follow you.
– USE SEARCH!!

24. Live Demo
• Service Desks On Twitter? Yep!

25. People Are Talking – Talk
Back
• Which:
– Facebook – Fan Pages
• When
– Collaboration between the Service Desk Members
– Real People at the Service Desk
– Updates from the Service Desk in Customers “Wall”
• How
– Curtain Sensitive Information
– Events to Calendar for Support Changes
– FAQ’s

26. People Are Talking – Talk
Back
• Other Things to Remember on
Facebook
– Use Security Settings for Page
– Use as an Informal tool
– Set Time aside to keep it up to date
– People will use Facebook, if not at work,
then on the drive at home, vacation and
home, so reach them!

27. Live Demo
• Service Desks On Facebook? Yep!

28. People Are Talking – Talk
Back
• Which:
– LinkedIn– Your Profile, Groups and Answers
• When
– Promote yourself, promote your company
– Network in Groups to get information about events and
best practices
– Use Answers, to ask, but more importantly to ANSWER
– Staff Augmentation
– Events
• How
– Never post or answer a question with sensitive information.

29. Tools, Which, When & How
• Other Things to Remember on LinkedIn
– Be kind and recommend staff
– Do not promote yourself or companies
services
– Join Groups, but be picky
– Rise above negative “posts”

30. Live Demo
• Service Desks On LinkedIn? Yep!

31. People Are Talking – Talk
Back
• Which:
– YouTube–
• When
– You have an image problem
– Closed Incidents
• How
– Flip Cam

32. Live Demo
• Service Desks On YouTube? Yep!

33. Listening

34. Listening For Support
• Google Alerts 101
– Org Name
– Org Name and “X Desk”
– Nicknames for Org
– Use “” marks
– Remember to Check REAL TIME searches or
setup feed from Google

35. Listening For Support
• The Good News & The Bad News
• Good News
– Talk and Listen with ONE tool
• Bad News
– Listen for Tweets, No Facebook, MySpace,
LinkedIn

36. More With Zero

37. More With Zero
• Resources
– By Creating A Policy You can Leverage Usage
– Create CZAR of Help Desk Communications
(Rotating)
– Support and Promote 24/7, After Hours Czar
– Use Software (ATG or Something Special)

38. More With Zero
• SeesMic
– Look
– Web, Desktop, Mobile
– Pros/Cons
• TweetDeck
– Desktop, Mobile
– Pros/Cons

39. More With Zero

40. Our Time is Now

41. Future Leaders
• Alignment
– Create your future by inventing it.
– If Sales Does It….
– Business Marketing is Struggling, lead the
way.
– The 1st and maybe last time you agree

42. Conclusion
• It’s a generational shift in communication, be
prepared.
• With or Without Business, Employees will
Communicate
• Create a Social Media Policy TODAY
• Unlike other trends, this one is powered by
individuals, not groups.
• Do research, check for organization like yours on
Social Media
• Look at other organizations Social Media Policies
• Check with your IT Policy Department

43. Good Read
• A Decade Old, and as new as tomorrow!

44. Q&A

45. Thank YOU
• For more information
info@servicesphere.com

46. CHRIS DANCY
chris.dancy@servicesphere.com
chrisdancy”
text “chrisdancy” to 50500
@servicesphere