1. 10 Things All IT Managers Need To
Know About Social Media
January 31, 2011
Chris Dancy
Director of Digital Engagement
Pink Elephant
Pink Elephant – Leading The Way In IT Management Best Practices

2. Welcome & Agenda
 Consumerization
 Social
 Recommendation
Engines
 Mobility
 Appification
 Super User v.2
 Personal Sourcing
 Collaboration
 Social Enterprise
 The Future
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3. Things To Remember
 Cloud…..
 Impact
 What – Defined By
 How – Driven By
 Who – Impacted By
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4. Consumerization - What
 1999
 Business Pushing into Home
 2010
 Home Pushing into Business
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5. Consumerization - Who
 Asset Managers
 Tier One Support
 Change Managers
 Process Managers
 HR
 Finance
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6. Consumerization - How
 Expectations of The Enterprise
 Perception of The Enterprise
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7. Social - What
 1999
 Traditional IT Support = Help Desk
 Call Center Support = CRM
 2010
 Log What?
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8. Social - Who
 IT
 HR
 Legal
 Marketing
 Human Resources
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9. Social - How
 Word of Mouth = World of Mouth
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10. Recommendation Engines - What
 {Geo + Graph} + Search Term = Recommendation
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11. Recommendation Engines - Who
 Internal Customers
 External Customers
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12. Recommendation Engines - How
 Enterprise Knowledge
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13. Mobility - What
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14. Mobility - Who
 EVERYONE
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15. Mobility - How
 Ratings
 Location
 Tagging
 Phones
 Voice
 Location
 Smart v2.0
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16. Appification - What
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17. Appification - Who
 Enterprise IT
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18. Appification - How
 App Store
 App as a Platform
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19. Super User v2 - What
 Gen Y, Gen Z, and Early Adopters
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20. Super User v2 - Who
 Enterprise IT
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21. Super User v2 - How
 Mobility, Social, Consumerization, Recommendation
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22. Personal Sourcing - What
 Rise of the Cubical Entrepreneur
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23. Personal Sourcing - Who
 Peers and Coworkers
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24. Personal Sourcing - How
 Micro Service / Task Communities
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25. Collaboration - What
 Shared
 Ideas
 Images
 Recommendations
 Documents
 Feelings
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26. Collaboration - Who
 Knowledge Workers
 Project Managers
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27. Collaboration - How
10 Things All IT Managers Need To Know About © Pink Elephant, 2011. All Rights Reserved.
Social Media ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 27

28. Social Enterprise - What
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29. Social Enterprise - Who
 You.
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30. Social Enterprise - How
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31. The Future – What – Who - How
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32. The Future – What – Who - How
For More Information…
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33. Questions?
Chris Dancy
c.dancy@pinkelephant.com
http://servicesphere.com/blog
http://twitter.com/servicesphere
Thank You
PINK ELEPHANT
www.pinkelephant.com
10 Things All IT Managers Need To Know About © Pink Elephant, 2011. All Rights Reserved.
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