Gartner Research

Survey: IT and Business Perspectives on Social Media in the Enterprise

Published: 17 October 2013

ID: G00257888

Analyst(s): Elden Nelson


Gartner recently conducted a survey to better understand IT and business perspectives on social media in organizations. How much value do they see in social media? What's working, and what isn't? This survey revealed the different viewpoints of IT and business and suggested possible changes.

Table Of Contents

Summary of Findings


  • Personal Use Is Important
    • Comparing IT and Business Personal Social Media Usage Frequency
    • Why a Lack of Personal Social Media Usage Matters
    • Why Some Avoid Social Media
    • What People Are Using for Personal Social Media
  • The Focus of Social Media Efforts in the Enterprise
    • Marketing Reigns Supreme
    • Sales: The Emerging Social Media Use Case
    • Additional Emerging Enterprise Social Media Use Cases
  • What Is IT's Role in Social Media in the Enterprise?
  • How Important Is Social Media?
  • How Much Value Is the Enterprise Getting From Social Media?
    • Perceptions of Low Value
    • Perceptions of High Value
  • (Not) Measuring Success
  • Comparing Your Social Media Programs to Peer Industries'
  • What You're Using, What You're Planning
  • Strengths
  • Weaknesses
  • Close the Gap: Set Expectations Between Business and IT on Social Media Involvement
  • Use Social Media Personally
  • There Must Be a Social Media Owner
  • Implement the Essentials
  • Measure Success

The Details

  • Survey Methodology and Demographics
  • General Survey Results

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