pink webcast summer series: the phenomenon of social media—how will it impact your it organization

Pink Elephant – Leading The Way In IT Management Best Practices

Social Media & IT

George SpaldingExecutive Vice President

Pink Elephant

Social Media & IT© Pink Elephant 2012 unless otherwise stated. All rights reserved.

ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Facebook

As of today, Facebook has over 850 million members. If Facebook was a country, it would be number 3,

behind China and India. Way ahead of the U.S. Facebook is estimated to reach 1 billion members by

the end of 2012. Sometime in 2013 FB will likely be the largest “country”

in the world. And these figures are true even though FB is blocked

in China.



Twitter

Lady Gaga has 25 million followers Justin Bieber has 23 million Barack Obama has 16 million

300 million members

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LinkedIn

135 million users Used by most HR professionals as a

recruiting/screening tool

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ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.5

Social Networking History & Future

Source: Pavlenko, V



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 filtering information It’s about TIME



Overview

Defined Removing all obstacles between consumer and provider

Rock stars – Missing PR Multi-national organizations – marketing / customer service / support

***News agencies – roving reporters (i-Report), Associated Press *** Analysts – ?

Curation of media for consumers and providers LBS (location based services) NFC (near field communication) Influence is the new SEO



• In the 1950s, executives feared the bathroom: employees will waste productive time.

• In the 1970s, executives feared the telephone: employees will waste productive time.

• In the late 1980s, executives feared email: employees will waste time.

• In the 1990s, executives feared Internet access: employees will waste time.

• In the 2000s, executives fear social media: employees will waste time.

-Toby Ward -Toby Ward

Overview



Drivers

Consumerization Social Recommendation / Serendipity Mobility Appification Super User v2 Enterprise Collaboration

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1999 Business pushing into home

2011 Home pushing into business

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Consumerization



Global recession Danger policy - BYOD Devices Purchased By

Employees

Source: readwriteweb.com

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Consumerization



Sharing Curation Social Graph Influence Customer Satisfaction

Survey

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Social



LBS NFC

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Recommendations / Serendipity



{Geo + Graph} + Search term = Recommendation

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Recommendations / Serendipity



Mobility



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Appification



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Appification



Gen Y, Gen Z, and early adopters

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Super User V2



What does this have to do with IT?

Employees have it with them now and always! They already own the device! They do not need to ask for permission! Blocking moves or control tactics will not work!

Radar guns & radar detectors IT must understand the concept of “crowdsourcing” We need a strategy – policy – guidelines – NOW!! Personal & Corporate Security in Social Media is a

REAL issue IT can help folks with very specific recommendations

around Facebook, Twitter, Geotagging of images, etc.

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““Social IT Is Nothing More & Nothing Less Than The Social IT Is Nothing More & Nothing Less Than The Democratization Of The Information CustodianDemocratization Of The Information Custodian””

****************************************

Based on proximity people are not likely to collaborate Based on proximity people are not likely to collaborate very often if they are more than 50 feet apartvery often if they are more than 50 feet apart

- Thomas Allen - MIT, 1977- Thomas Allen - MIT, 1977

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Enterprise Collaboration



Customer Support

• Social support• GetSatisfaction• Parature• RightNow

• Social media support• Twitter• Facebook• Blogs



Human Resources

• Recruiting • Vetting• Influence

• Time keeping• FourSquare

• Benefits• Mobile apps

• Payroll• Expensify



IT

Individual pockets of knowledge and tools, no widespread adoption

Has IT become process-bound?



Social Media & Online Company Policies

1. Respect copyright laws.2. Use disclaimers on personal blogs.3. Be transparent and be yourself.4. Don’t pick fights.5. Don’t reveal confidential information.6. When in doubt, do not post.7. Be respectful of your colleagues.8. Don't cite or reference clients, partners or suppliers

without their approval.9. Know that the Internet is permanent.10. Make sure that your online activities do not interfere with

your job or commitments to customers.Sources: American Red Cross, Coca-Cola, IBM, Intel, Kodak, SAP, Yahoo


ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. 27

Thank You

PINK ELEPHANTwww.pinkelephant.com

George Spalding

[email protected]

http://twitter.com/gspalding11

pink webcast summer series: the phenomenon of social media—how will it impact your it organization

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