1. Social Media in the Workplace
A Manager’s Perspective

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
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3. What’s your experience with Social Media?
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4. So … what do I know about Social Media?
…It’s been an evolution
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5. I believe I have a “unique” perspective
• 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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6. Gartner’s Nexus of Forces
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7. I see Social Media at the center
Lives in the Cloud Driving Big Data
Runs on Mobile
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8. The way people communicate is changing!
The way we communicate in business is constantly evolving
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9. The “original” Social Media
When social was a “party
line” and going mobile
meant getting a longer
cord…
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10. Opt-in Communications
VS.
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11. “Facebook” for the Enterprise
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12. What’s your Social Klout?
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13. The 6 lessons learned regarding Social Media
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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14. It is only part of the communication mix
• You can’t ignore one
audience over another
• Some companies
actively block access to
Media
Social Media sites
Social
• No amount of Blogging
or tweeting will
penetrate some
company “firewalls”
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15. 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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16. Social Media & Productivity
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17. Has an impact on employee productivity
• 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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18. Social media can be a bit scary
• 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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19. Can help engage customers and colleagues
• Customer Service
• Information Sharing
• Thought Leadership
• Sales & Marketing
• Building a Personal
Brand
• Building Relationships
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20. 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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21. Social Media and ITSM
• Customer Support
• Client Feedback
• Knowledge Exchange
• Collaboration
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22. In Summary
“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 Social Media
is not a fad doesn’t mean
better
Social Media
isn’t Scary
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23. Thank You!
David Mainville
dmainville@navvia.com
Twitter: @mainville
navvia.com/resources
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