Post on 17-May-2015
description
Jesse Wilkins, CRMApril 27, 2011
Managing Content Generated by Social Media Tools as Records
By the end of 2013, half of all companies will have been asked to produce material from social media websites for e-discovery.
Source: “Social Media Governance: An Ounce of Prevention”, Gartner
It’s just a fad….
Is a Facebook “like” a record?
Introduction to Web 2.0 Web 2.0 technologies Web 2.0 issues and challenges Managing Web 2.0 content as records
Agenda
Introduction to Web 2.0
“Web 2.0 is the business revolution in the computer industry caused by the move to the internet as platform, and an attempt to understand the rules for success on that new platform. Chief among those rules is this: Build applications that harness network effects to get better the more people use them.”
-- Tim O’Reilly, 12/10/2006
Web 2.0
“Enterprise 2.0 is the use of emergent social software platforms within companies, or between companies and their partners or customers.”
-- Andrew McAfee, 5/2006
“Working where you want, when you want, and being able to conduct real business.”blognation Canada
Era
Years
Typical thing
managed
Best known
company
Content mgmt focus
Mainframe
1960-1975
A batch transacti
on
IBM
Microfilm
Mini
1975-1992
A dept process
Digital Equipme
nt
Image Mgmt
PC
1992-2001
A documen
t
Microsoft
Document Mgmt
Internet
2001-2009
A web page
Content Mgmt
???
2010-2015
???
???
???
Systems of Record
Era
Years
Typical thing
managed
Best known
company
Content mgmt focus
Mainframe
1960-1975
A batch transacti
on
IBM
Microfilm
Mini
1975-1992
A dept process
Digital Equipme
nt
Image Mgmt
PC
1992-2001
A documen
t
Microsoft
Document Mgmt
Internet
2001-2009
A web page
Content Mgmt
Social and Cloud
2010-2015
An interactio
n
Social Business Systems
Systems of Record
Systems of Engagement
Web 2.0 technologies
Blogs Microblogs Wikis Social networking Social sharing
Types of Web 2.0 tools
Started as online diaries Today used more as lightweight CMS Hides complexity of Web publishing Generally arranged in chronological order, most recent at top
What’s a blog?
15
Blogs
Provide project updates
Provide organizational updates
“It is part text messaging and part blogging, with the ability to update on your cell phone or computer, but constrained to 140 characters.”
-- Ari Herzog, Ariwriter.com
Defining microblogging
19
Announcements
Links to resources
Collaborative website Organized as linked articles Hides complexity of HTML from users Easy to add and link articles Easy to correct mistakes
Wiki-wiki
23
Wikis
24
Source: Stewart Mader, www.ikiw.org
How do you use a wiki?
Create agenda and minutes
Social NetworkingSocial Networking
Keep in touch
Network and announce events
Share information
Find your next job
Respond to crises
Respond to crises
Services dedicated to sharing particular types of information
Often allow subscription to a particular user or keyword
Often allow rating and adding to favorites Easy to link to and embed in other
websites
What is social sharing?
Social sharing
Use cases: social sharing
Use cases: social sharing
Use cases: social sharing
Social content management issues
How do you know it’s accurate? You don’t. It isn’t. But it’s self-correcting.
Security issues
Connectivity issues
The “Shadow IT department”
Boundary issues
Friending your boss might be a career-limiting move
NOT friending your boss might be a career-limiting move
Should you friend your spouse?
Teacher-studentissues
Limited control over content
Professionalism of contentProfessionalism of content
Productivity issues
Productivity issues
Privacy issuesPrivacy issues
Work updates
Other issues
Unusual profile names or pictures Groups
◦ “Liberals/Conservatives for X”◦ “I bet I can find X people who [insert belief here]
Other “bad role model” stuff◦ Pictures of alcohol use/abuse◦ Sexually graphic or obscene materials
Criticism of family, friends, current/past employers
Managing social content as records
Prohibition is not realistic
“…fully networked enterprises are not only more likely to be market leaders or to be gaining market share but also use management practices that lead to margins higher than those of companies using the Web in more limited ways…”
[Social content on external sites] will be archived and retained for the required period of time in accordance with the DIR Records Retention Schedule.
Address in policies
Whether the account is monitored for actionable content (screenshot)
Is the information unique and not available anywhere else?
Does it contain evidence of an agency’s policies, business, mission, etc.?
Is the tool being used in relation to an agency’s work?
Is there a business need for the information?
Does it document a transaction or decision?
Is it a record?
Individual social network status updates or Tweets?
The entire stream over a given period?
Many of these tools do not lend themselves to metadata….
Policy and consistency are key
What is the record?
Take a snapshot of record content
Archive entire stream locally
Records management in brief Archive selected items locally
◦Use search queries and monitoring
Store selected items locally using search queries or RSS
Use the native backup to store locally
Store locally using built-in tools
Use a third-party service to store locally
Store locally using third-party service
Store locally using API
Store locally using APIs
Use e.g. Word to draft content updates and save *that* as a record
Draft content locally
Implement enterprise versions
Implement a compliance solution
• And many others
Questions?
Web 2.0 is here Prohibition is not a realistic option Web 2.0 tools can add significant value to the organization
And they can be managed as records Lead your organization to use them effectively
Conclusion
Jesse Wilkins, CRM, CDIA+Director, Systems of EngagementAIIM International
+1 (303) 574-0749 directjwilkins@aiim.org
http://www.twitter.com/jessewilkinshttp://www.linkedin.com/in/jessewilkinshttp://www.facebook.com/jessewilkinshttp://www.slideshare.net/jessewilkins
For more information
“How Federal Agencies Can Effectively Manage Records Created Using New Social Media Tools”, Patricia Franks, Ph.D., IBM Center for The Business of Government, 2010
“Electronic Records Management: Blogs, Wikis, Facebook, Twitter, & Managing Public Records”, Washington State Archives, September 2009
Additional Resources
“Managing Social Media Records”, U.S. Department of Energy, September 2010◦ http://cio.energy.gov/documents/Social_Media_R
ecords_and_You_v2_JD.pdf “Best Practices Study of Social Media
Records Policies”, ACT-IAC, April 2011◦ http://www.actgov.org/knowledgebank/whitepap
ers/Documents/Shared%20Interest%20Groups/Collaboration%20and%20Transformation%20SIG/Best%20Practices%20of%20Social%20Media%20Records%20Policies%20-%20CT%20SIG%20-%2003-31-11%20(3).pdf
Additional Resources
NARA Bulletin 2011-02, “Guidance on Managing Records in Web 2.0/Social Media Platforms”, October 2010◦ http://www.archives.gov/records-mgmt/bulletins
/2011/2011-02.html “A Report on Federal Web 2.0 Use and
Value”, National Archives and Records Administration, 2010◦ http://www.archives.gov/records-mgmt/resource
s/web2.0-use.pdf
Additional Resources
Florida Social Media Toolkit◦http://sites.google.com/site/flsocmed/
“Friends, Followers, and Feeds: A National Survey of Social Media Use in Government”, NASCIO, September 2010◦http://www.nascio.org/publications/documen
ts/NASCIO-SocialMedia.pdf Texas Dept of Information Resources Social
Media Policy◦http://www.texas.gov/en/about/Pages/social-
media-policy.aspx
Additional Resources
Compliance Building Social Media Policies Database◦ http://www.compliancebuilding.com/about/publica
tions/social-media-policies/ 57 Social Media Policy Examples and
Resources◦ http://www.socialmediatoday.com/davefleet/1517
61/57-social-media-policy-examples-and-resources
Web 2.0 Governance Policies and Best Practices◦ http://govsocmed.pbworks.com/w/page/15060450
/Web-2-0-Governance-Policies-and-Best-Practices
Additional Resources
Social Media Governance policy database◦ http://socialmediagovernance.com/policies.php
“Analysis of Social Media Policies: Lessons and Best Practices”, Chris Boudreaux, December 2009◦ http://socialmediagovernance.com
Additional Resources