Social Enterprise

Why I.T. Support Should Embrace Social Media

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Executive Summary

The incredible growth of social media hasn't slowed over the past few years. Today, more than 30% of the world's population is online, with social media occupying more of people's time and activity than any other online endeavor. The content people create on social media amounts to more than 250 million tweets and 800 million Facebook status updates published every single day. In the U.S., social networks and blogs reach nearly 80% of active U.S. internet users, and 20% of all page views on the Web are conducted on Facebook. However, brands still don't leverage social media as a means of connecting with consumers to provide valuable engagement and support. In fact, social media accounts for only 16% of customer engagement today; the good news is that number is expected to increase to 57% within the next five years. Understanding how to conduct this level of support on social media is crucial to your brand's success.

In ''Why I.T. Support Should Embrace Social Media,'' a whitepaper penned by Chris Dancy, Director, Office of the CTO, BMC Software, you'll discover how social media extends the reach of I.T. support and why social media will greatly impact how consumers perceive your brand.

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