SM: Social media has two sides, one is how do we use it to serve our customers better and second how can we use it as a company to better communicate and collaborate. Plus there is also how we use it to gauge customer or market sentiment. I see merit in all these cases and there are good examples of using social media to deliver better service--one being service and customer updates via Facebook.

Sentiment monitoring is interesting. We are already monitoring the trends, but how do more effectively turn this information into a business decision or action. One of the things that I challenge my team is if we cannot clearly identify a business decision that will change or benefit from the information or support that we provide -- then why provide that information?

SM: You look around today and staff in all companies are already bringing their own devices whether IT knows it or not. So it's already happening and CIOs need to deal with this. In fact the CIO who said 'no' is more likely to create a security issue by not embracing and properly managing this change.

We do have our own mobile device management services for corporate customers today and CSL is also moving ahead in its own effort to fully embrace this change.