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Social Media & IT © 2013 Pink Elephant. All Rights Reserved.1Ex
George SpaldingExecutive Vice President
Pink Elephant
Is Today's IT compatible with Tomorrow's Social Media
Consumer?
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.2Ex
BABY BOOMER ages 49-67 1946-1964 80M
GENERATION X ages 36-48 1965-1977 38M(Digital Immigrants)
U.S. population of 307 million US Decennial Census 2010
GENERATION Y ages 17-35 1978-1996 78M(Digital Natives)
The new total represented an addition of 22 million Americans since the 2000 Census
The 2000 Census recorded a population gain in every state during the 1990s – the only decade in the 20th century with such growth
Defining The Workforce Generations
“0 GENERATION” (Kids) ages 1-16 1997-2010 35M
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.3Ex
Generational Metrics Todays workplace has 3 Generations working together:
Baby Boomers, Gen X, Gen Y (Millenials)
In 2006: GEN Y was 21% of the workforce: 32 million workers!
… this growth will continue through 2015
Global Aging: labor force reduction globally due to retirement & mortality
Global battle for talent will be fierce
European Union: currently experiencing a 25% decline in population
Baby Boomer Exodus will resume once the Great Recession subsides
50% of the US Executives will be retirement-eligible in the next 2 years
Workers in the 2nd, 3rd, 4th positions next to the executives are also Boomers
and so also will be retiring Source: Managing Millenials – Espinoza, Ukleja, Rusch
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.4Ex
Highlights from our Present - continued
Integrated workforce Demographics; all 3 generations working together Baby Boomers Gen X Gen Y
As of 01/01/11: every single day (1 every 10 seconds) more than 10,000 Baby Boomers reach the age of 65! That is going to keep happening every single day for the next 19 years.
In 2000, 35 million Americans were 65+ By 2030, 70 million Americans will be 65+ and will comprise 20-25% of
the US population
US Total Labor Force Population as of 2010 US Census: Baby Boomers: 38% - Digital Immigrants (new language) Gen X 32% - Digital Immigrants (native language but…) Gen Y 25% - Digital Natives
Source: Bureau of Labor Statistics, "Household Data, Not Seasonally Adjusted: Table A-13: Employment Status of the Civilian Noninstitutional Population by Age, Sex, and Race" (2012).
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.5Ex
Gen Y Statistics
GEN Y - Millennials are the future of our companies …
They are:
The most socially & diversely tolerant generation yet
The most educated & technologically savvy generation
The most sheltered/structured generation in US history
1 in 3 is NOT Caucasian
1 in 4 comes from a single-parent home
The fastest growing segment of the workforce
Digital Natives
Source: Managing Millenials – Espinoza, Ukleja, Rusch
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.6Ex
A little GEN Y humor …
Why do we call the last group Generation Y ? I always thought it was because they say....
Y should I get a job ? Y should I leave home and find my own place ? Y should I get a car when I can borrow yours ? Y should I clean my room ? Y should I wash and iron my own clothes ? Y should I buy any food ?
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.7Ex
A little GEN Y humor …
A cartoonist explained it very eloquently below....
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.8Ex
Generational Traits – snapshot
BABY BOOMERS – Traits• Vietnam, Civil Rights, Cold War, Women’s Lib
• JFK & MLK assassinations; equality for all
• Credit cards, TV, Fitness …the 60s & 70s
• career, healthy, wealthy, forever young
• Technology: used to do MORE work
Gen X - Traits• Persian Gulf War, AIDS, Corporate RIFs • Divorce rate tripled; latchkey kids
• PCs, Internet, Video games, MTV
• Work life balance is key driver; autonomy
• Technology: used to have life balance
Gen Y - Traits • 9/11, Afghan/IRAQ, Columbine, Personal Terrorism
• Smart Phones, Texting, Social Networks
• Laptops, IPODs, Personal mobility w/technology
• Nurtured, protected; grown up working on teams
• Technology: fully integrated into their life
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.9Ex
Workplace Characteristics – Comparison
Boomers Gen X Gen Y
Job Strength: Service Oriented / Team Players
Adaptable and Tech-Literate
Multi-Taskers and Tech-Savvy
Outlook: Optimistic Skeptical Hopeful
Work Ethic: Driven Balanced Determined
View of Authority:
Love/Hate Unimpressed not intimidated
Polite
Leadership: by Consensus by Competence by Pulling Together in Teams
Relationships: Personal Gratification
Reluctant to Commit
Inclusive / Teams
Turnoffs: Political Incorrectness
Cliché/Hype Promiscuity
Diversity: Integration Began Fully Integrated No Majority Race
Feedback: Once a year with documentation
Interrupts; asks how they’re doing
Wants feedback at push of a button
Work/Life Balance:
Work has been a key driver
Wants work - life balance now
Need flexibility to balance activities
Source: Bank of America
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.10Ex
Soooo…that’s nice…but…
• It’s all about communication styles and fastballs.• Boomers:
• TelephoneFace-to-FaceFax ConfirmationsE-mail (and a lot of it!)Group/Team meetings (and a lot of them!)Cell phones for talking (not necessarily for texting)
• Gen X:• Let “me” choose my communication and how often I do it
E-mailCell phoneTextBloggingInstant messageOnline forums
• Gen Y (Millenials):• Text/Instant Message
Online social networksE-mail (but only for work or school)
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.11Ex
Multiple Channels
• Boomers want a live conversation with an actual human being
• Gen X will talk to people or go through official online channels or FAQs
• Gen Y will ask for help from anyone in the easiest way. Online, text, etc.
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.12Ex
So who is going to use self-service?
• Not the Boomers, that’s for sure! They will call someone. (Probably a Gen Y)
• Gen X may use an official self-service portal with FAQs and knowledge articles, etc.
• Gen Y will ask Google and anyone else in the cyberworld. And they may accept nearly any solution offered…without testing, etc.
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.13Ex
Conclusions
• As we are in IT design our ITSM solutions, communication strategies and self-service capabilities we must understand that there are 3 distinct constituencies that we serve. Each with their own unique requirements and biases.
• This simple fact will prove pervasive in management systems and IT as we move through the next few years.
Social Media & IT © 2013 Pink Elephant. All Rights Reserved.14Ex
@theitilexperts@gspalding11
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