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George Spalding Executive Vice President Pink Elephant

George Spalding Executive Vice President Pink Elephant. Is Today's IT compatible with Tomorrow's Social Media Consumer?. Defining The Workforce Generations. BABY BOOMER ages 49-67 1946-1964 80M. GENERATION X ages 36-48 1965-1977 38M (Digital Immigrants).

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George Spalding Executive Vice President Pink Elephant

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  1. George SpaldingExecutive Vice PresidentPink Elephant Is Today's IT compatible with Tomorrow's Social Media Consumer?

  2. Defining The Workforce Generations BABY BOOMER ages 49-67 1946-1964 80M GENERATION X ages 36-48 1965-1977 38M (Digital Immigrants) GENERATION Y ages 17-35 1978-1996 78M (Digital Natives) “0 GENERATION” (Kids) ages 1-16 1997-2010 35M • 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 U.S. population of 307 million US Decennial Census 2010

  3. 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

  4. 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).

  5. 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

  6. 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 ?

  7. A little GEN Y humor … • A cartoonist explained it very eloquently below.... 

  8. 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

  9. Workplace Characteristics – Comparison Source: Bank of America

  10. 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 itE-mailCell phoneTextBloggingInstant messageOnline forums • Gen Y (Millenials): • Text/Instant MessageOnline social networksE-mail (but only for work or school)

  11. 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.

  12. 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.

  13. 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.

  14. Thank You g.spalding@pinkelephant.comwww.pinkelephant.com@theitilexperts@gspalding11

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