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Managing Web 2.0 Records.


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The presentation delivered to the ARMA Dallas Chapter by Jesse Wilkins, AIIM Director, Systems of Engagement. The presentation looks at methods of managing web 2.0 records, such as Facebook, Twitter …

The presentation delivered to the ARMA Dallas Chapter by Jesse Wilkins, AIIM Director, Systems of Engagement. The presentation looks at methods of managing web 2.0 records, such as Facebook, Twitter and everything in between.

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  • Keep in touch with remote offices, colleagues, and even familyNetworking - personal, professional, career
  • Learn new things. Lots of what folks post day-in and day-out is trivial. Then again, so is the RECMGMT-L listserv – and yet how many of you are on that and swear by the value you receive from it?
  • 80% of companies use social media for recruitment – 95% use LinkedIn. And every recruiter and HR manager does due diligence on candidates using Google – and the top links for many are their profiles on LinkedIn, Facebook, etc.
  • Because information can be easily augmented with photos, videos, and links
  • [twitter] Web 2.0 considerations and issues[/twitter]
  • [twitter] Web 2.0 considerations and issues[/twitter]
  • The first step many organizations take to manage Web 2.0 is to try to block them. This is unrealistic for a number of reasons.
  • The first step is to determine whether or not something is in fact a record. Just as we know that most email messages are not records, for most organizations their Facebook fan page updates will not be records either. In other words, we have to ask the same questions about these tools that we’d ask about any other type of information:Does it document a transaction or a decision? If it does, it’s probably a record. Is it captured in another form? This is the biggest reason why most social networking sites like Facebook and Twitter wouldn’t need to be captured as records – in most cases they are being used as another transmission mechanism for information stored elsewhere. Now, just because it isn’t a record doesn’t mean it couldn’t be discoverable or a public record and subject to FOIA-type laws. Again, same considerations here as for other types of information. [twitter]Determine whether something is a record or not according to its content and context.[/twitter]
  • The next step is to determine exactly what is the record and must therefore be retained. Again, this will likely vary not just by content, but also by the nature of the tool. An individual social network status update or Tweet could rise to the level of a record, though I suspect this will be uncommon; in the case of a protracted discussion on someone’s wall or via Twitter, it might be the entire stream of updates on a particular topic or over a given period. This is analogous to determining when an instant message is a record. Many of these tools don’t really have metadata in the traditional sense. Twitter, for example, has the following public metadata: SenderMentions (the @ or DM it is addressed to, and could be more than one)A unique Twitter IDAn in-response-to Twitter ID if it uses the Twitter Reply capabilityA ReTweet ID if it was ReTweetedDate and time sentThe client used to send the update, if knownAny hashtags could be considered metadataBut note what there isn’t: No subject line or topic, no mechanism for filing it, no keywords (except maybe the hashtag). Other systems may offer more or less metadata but it is difficult to access some of that, even if it is retained by the system or commercial provider. The key is to have a records policy that is broad enough to encompass all of these tools and that stresses the content and context of information rather than its format. And as we noted earlier, just because it exists does not make it a record per se.[twitter] The next step is to determine exactly what is the record and must therefore be retained. [/twitter]
  • Finally, there are enterprise versions of every Web 2.0 application. These enterprise versions are often available to be hosted inside the firewall, meaning that security is much more robust. Access can be secured to them much more effectively. They can be integrated into the organization’s identity infrastructure – whether Active Directory or something else – such that any change, post, comment, edit, update, etc. can all be tracked and, more importantly, tracked to a specific named user. No anonymous postings here. Of course, you have to pay for an enterprise version, but what you’re really paying for is a level of peace of mind. And you still get many of the same benefits – ease of use, familiarity with the type of tool, rapid and agile collaboration across geographical and time boundaries, etc. You’re just getting a more secure and robust version of it. [twitter]Consider implementing enterprise versions. FB is FB, but internal tools might be more appropriate.[/twitter]
  • At this point I’d be pleased to entertain your questions.
  • In conclusion, Web 2.0 is not something coming down the road or over the horizon – it’s here today and is probably in your organization, whether you know about it or not. It is all but impossible to effectively prohibit them – and the tools can significantly improve an organization’s collaboration and knowledge sharing, thereby adding value to the organization. It is incumbent on records management professionals to step up and lead your organizations in the effective use and management of these tools.
  • Transcript

    • 1. Managing Web 2.0 Records: Facebook, Twitter and Everything in Between
      Jesse Wilkins, CRM
      AIIM International
      January 11, 2011
    • 2. About AIIM
      International - Members in 146 countries
      Independent - Unbiased and vendor neutral
      Implementation Focused - Processes, not just technology
      Industry Intermediary - users, suppliers, consultants, analysts, and the channel
    • 3. Jesse Wilkins, CRM
      Director, Systems of Engagement, AIIM
      Background in electronic records management, email management, ECM, and social technologies
      Director, ARMA International Board of
      Directors (2007-2010)
      Frequent industry speaker and author
      AIIM ERM Expert Blogger
      Instructor for AIIM Certificate Programs
    • 4. Agenda
      Use cases for social technologies
      Commercial vs. enterprise social technologies
      Managing social content as records
    • 5. Use cases for social technologies
    • 6. Keep in touch
    • 7. Network and announce events
    • 8. Share information
    • 9. Find your next job
    • 10. Respond to crises
    • 11. Provide project updates
    • 12. Provide organizational updates
    • 13. Announce deals and events
    • 14. Create agenda and minutes
    • 15. Commercial vs. enterprise social technologies
    • 16. Implementation model
      Identity management
      Archival and local storage
      Auditing and reporting
    • 17. Implementation model - commercial
    • 18. Implementation model - enterprise
      Application server
    • 19. Identity management - commercial
      Need separate accounts for most sites
      Many sites leveraging identity management
      Facebook Connect
      Twitter OAuth
    • 20. Identity management - enterprise
      Integration into identity infrastructure
      Ensure security and confidentiality
      Provide accountability
      Support for groups and
      ethical walls
      Access to other
      resources inside the
    • 21. Archiving - commercial
      Doesn’t exist for most sites
      Available for Facebook since Oct 2010
      Some third-party services available
    • 22. Archiving - enterprise
      Support archiving and retrieval of system data
    • 23. Integration with other systems - commercial
      Some using FB Connect, Oauth
      Very little integration into line of business systems - today
    • 24. Integration with other systems - enterprise
      Allow import from other systems
      Allow export to other systems
    • 25. Auditing and reporting - commercial
      Most commercial services offer very little in the way of analytics and auditing
      Some third-party services available, especially for Twitter
      Social “listening platforms” and CRM (sCRM)
    • 26. Auditing and report - enterprise
      Significant amounts of information available for reporting
      Who has done what
      What has been done to a
      particular article/item/etc.
      Any changes made to the
      system, security, etc.
    • 27. Cost - commercial
    • 28. Cost - enterprise
      NOT FREE.
      Still cheaper than many other enterprise solutions
      Often available via subscription model
    • 29. Managing social content as records
    • 30. Prohibition is not realistic
    • 31. Address in policies
    • 32. Provide guidance
      Whether the tool & account is official or unofficial (add screenshot)
    • 33. Whether the account is monitored for actionable content (screenshot)
    • 34. Is it a record?
      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?
    • 35. What is the 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
    • 36. Duplication
      Determine whether content is unique
      If it’s already being captured elsewhere, treat as a duplicate record or as a non-record
      A note about co-creation
    • 37. Take a snapshot of record content
    • 38. Archive entire stream locally
    • 39. Records management in brief
      Archive selected items locally
      Use search queries and monitoring
      Store selected items locally using search queries or RSS
    • 40. Use the native backup to store locally
      Store locally using built-in tools
    • 41. Use a third-party service to store locally
      Store locally using third-party service
    • 42. Store locally using API
      Store locally using APIs
    • 43. Draft content locally
      Use e.g. Word or Notepad to draft content updates and save *that* as a record
    • 44. Implement enterprise versions
    • 45. Implement a compliance solution
      • And many others
    • Questions?
    • 46. Conclusion
      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
    • 47. For more information
      Jesse Wilkins, CRM, CDIA+
      Director, Systems of Engagement
      AIIM International
      +1 (303) 574-0749 direct
    • 48. Additional Resources
      “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
      Guideline for Outsourcing Records Storage to the Cloud, ARMA International, 2010
      “Electronic Records Management: Blogs, Wikis, Facebook, Twitter, & Managing Public Records”, Washington State Archives, September 2009
    • 49. Additional Resources
      “Managing Social Media Records”, U.S. Department of Energy, September 2010
      “Guidance on Social Networking”, Arizona State Library, Archives, and Public Records, June 2010
    • 50. Additional Resources
      NARA Bulletin 2011-02, “Guidance on Managing Records in Web 2.0/Social Media Platforms”, October 2010
      “A Report on Federal Web 2.0 Use and Value”, National Archives and Records Administration, 2010
    • 51. Florida Social Media Toolkit
      “Friends, Followers, and Feeds: A National Survey of Social Media Use in Government”, NASCIO, September 2010
      Texas Dept of Information Resources Social Media Policy
    • 52. Additional resources
      Compliance Building Social Media Policies Database
      57 Social Media Policy Examples and Resources
      Web 2.0 Governance Policies and Best Practices
    • 53. Social Media Governance policy database
      “Analysis of Social Media Policies: Lessons and Best Practices”, Chris Boudreaux, December 2009