Social media and records management

Social Computing and Records Management: Strange Bedfellows

•  Bedfellows -- plural of bed·fel·low (Noun) 1.  A person who shares a bed with another. 2.  A person or thing allied or closely connected with another.

My thesis: There are fundamental forces at work changing the way organizations use, consume, control and share information…

This is the fundamental tension I would like to discuss today…

“Why is it that I know more about what my High School girlfriend had for dinner than what is going on in my organization?” Tony Zingale, CEO Jive

Staff access to Facebook, Twitter, You Tube and Instant Messaging is barred in 45% of organizations.

•  The new social media and cloud technologies promote sharing and collaboration, while RIM worries about records declaration tools, retention rules and records destruction. •  It is a classic tension between openness and collaboration vs. governance and control. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup

•  Because digital storage costs have plummeted, there is little pressure to delete or destroy information in the cloud. •  From Google's perspective, keep it forever. As long as you can ﬁnd what you are looking for when you need it, we're good. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup

•  This tendency ﬂies in the face of the traditional RIM philosophy, which is based on the high cost of paper storage, the perceived high cost of digital storage (which is less valid each year), and the liability of keeping things longer than necessary. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup

…Records Management seems like it has never been hotter…

57% Recent events have highlighted risk. Source: AIIM -‐-‐ E-‐Discovery and ERM: How is records management performing in the new spotlight?

83% RM Importance has increased. Up Source: AIIM -‐-‐ E-‐Discovery and ERM: How is records management performing in the new spotlight?

…But there are forces at play that will inevitably marginalize traditional RM in the years ahead… Unless… hAp://mirroreyes.wordpress.com/

…Unless we can start thinking like a CEO… hAp://mirroreyes.wordpress.com/

What does a CEO care about?

Certainly risk management.

36% No legal hold procedures. Source: AIIM -‐-‐ E-‐Discovery and ERM: How is records management performing in the new spotlight?

56% Not conﬁdent in e-mail integrity.

26% Undeleted records beyond retention period have affected a litigation Source: AIIM -‐-‐ E-‐Discovery and ERM: How is records management performing in the new spotlight?

What does a CEO really care about?

The CEO Perspective 69% More volatile Source = IBM Worldwide Survey of 1,500 CEOs, 2010

The CEO Perspective 65% More uncertain Source = IBM Worldwide Survey of 1,500 CEOs, 2010

The CEO Perspective 60% More complex Source = IBM Worldwide Survey of 1,500 CEOs, 2010

The CEO Perspective 53% Structurally different Source = IBM Worldwide Survey of 1,500 CEOs, 2010

The never Perspective “…CEOs have CEO expressed a greater need to obliterate their blind spots. Too often, they say, information based on customer interactions is trapped in organizational silos.” Source = IBM Worldwide Survey of 1,500 CEOs, 2010

The that Perspective “Organizations CEO are able to combine, or layer, many kinds of information from different customer channels – with frequency – are best positioned to succeed.” Source = IBM Worldwide Survey of 1,500 CEOs, 2010

Building Operating Dexterity •  Simplify whenever possible •  Manage systemic complexity •  Promote a mindset of being fast and ﬂexible •  Be “glocal” Source = IBM Worldwide Survey of 1,500 CEOs, 2010

Get rid of manual processes.

Get rid of paper.

Get more out of the middle of the organization.

Streamline the supply chain.

Social computing within the enterprise •  Spotlight falls on the •  Enterprise Facebook middle of the enterprise •  Enterprise YouTube organization •  Enterprise TwiAer •  Global presence detecKon –  Not about getting •  On-‐demand conferencing more efﬁciency from •  Telepresence everywhere the bottom •  Mobile access to everything –  Not about getting •  Global search better strategic views •  Community content management at the top •  With more revoluKonary applicaKons to come . . . .

Reinvent customer relationships •  Honor your customers above all else •  Use two-way communication to stay in sync with customers •  Proﬁt from the information explosion Source = IBM Worldwide Survey of 1,500 CEOs, 2010

Proportion of Fortune Global 100 65% companies with… 54% 50% 33% BLOG SOURCE = Burson Marsteller survey, The Global Social Media Checkup

Concept source: Google

Social computing outside the enterprise •  Spotlight falls on user •  CollaboraKve ﬁltering experiences and •  Behavioral targeKng metadata •  Personalized transacKons –  Transaction •  LocaKon-‐based services processing is •  PredicKve analyKcs necessary but not •  Machine learning sufﬁcient •  Fraud detecKon •  MulK-‐channel engagement •  Social networking •  With more to come . . . .

So What?

The Mancini Theorem: For the C Suite, operating dexterity and customer engagement will top risk management every time.

Deb Logan (Gartner) at AIIM: 1. Most future IT investments will be funded from cuts in existing IT spending. 2. 70% of IT spending is devoted to maintaining legacy systems. 3. Divestments matter as much as investments.

The good news for RM -- Agree or 85% Disagree: The major “IT” challenges have shifted from the Agree “T” (technology) to the “I” (information). Source: AIIM Survey of 600+ executives from end user organizations.

The bad news for RM “In the future it is more likely that companies will be required to retain all digital ﬁles, and insure their accuracy, than to delete them.” Source: AIIM Survey of 600+ executives from end user organizations.

How will RM play in the coming world in a meaningful way without getting in the way?

•  Johnmancini@AIIM.org •  Twitter = jmancini77 •  Blog = Digital Landﬁll (aiim.typepad.com) •  8 things e-books = aiim.org/8things •  Facebook = facebook.com/jmancini77 •  LinkedIn = linkedin.com/in/jmancini77

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Such a deal. 30% off ERM Silver Spring class, Oct 5-‐8 ERMSS1010 (available now through Sept. 30) 25% off any online course bundle: ARMA2010 (offer available now through Oct. 15). Or more convenKonally, johnmancini@aiim.org or give me your card.

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Social media and records management

by John Mancini on Sep 19, 2010

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Social media and records management — Presentation Transcript