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20120208 ARMA Detroit Social Media Governance


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This presentation at the ARMA Detroit Chapter focused on how to apply governance processes and principles to social media services and solutions.

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20120208 ARMA Detroit Social Media Governance

  1. 1. Jesse Wilkins, CIP, CRMAIIM InternationalFebruary 8, 2012
  2. 2.  Director, Research and Development, AIIM Background in electronic records management, ECM, digital preservation, and social business ARMA Int’l Board of Directors, 2007-2010 AIIM Int’l Board of Directors, 2004-2005 Frequent industry speaker and author AIIM Social Business Expert Blogger Co-Author, AIIM Social Business Roadmap Author, AIIM Social Media Governance Certificate Program 2
  3. 3.  Social media governance challenges Social media policy statements Capturing and managing social content 3
  4. 4. 10. I am not a lawyer.9. I am not a lawyer.8. I am not a lawyer.7. I am not a lawyer.6. I am not a lawyer.5. I am not a lawyer.4. I am not a lawyer.3. I am not a lawyer.2. I am not a lawyer. 4
  5. 5. I am an IT geek, a records manager, a business guy, a trainer, a former Marine Corps Drill Instructor, and sometimes even a princess. 5
  6. 6. Does your organization keep its own history record or searchable archive ofwhat has been published or communicated on the following sites orcommunications channels? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Generally less Emails than half Press articles keeping their Intranet Public presentations or videos own record of External website internal social Old SharePoint team sites media content Internal blogs and forums types... Other internal social sites or systems Instant messages Public blogs and forums …and even less Micro-blog/electronic notice board for external Company Facebook or Linked In pages networks. Twitter Yes No N=335, “N/A Don’t Know” make up to 7 100%
  7. 7. By the end of 2013, half of allcompanies will have been askedto produce material from socialmedia websites for e-discovery. Source: “Social Media Governance: An Ounce ofPrevention”, Gartner 8
  8. 8. When is “social” a Federal“record?” Is the information unique and not available anywhere else? Does it contain evidence of an agency’s policies, business, mission, e tc.? 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? 9
  9. 9. If the answers toANY of theabove questionsare yes, then thecontent is likely tobe a Federalrecord. Source = 10
  10. 10. Is a Facebook “like” a record? 11
  11. 11. 12
  12. 12. 13
  13. 13. 14
  14. 14.  Drug companies lose protections on Facebook, some decide to close pages -- Washington Post, August 13, 2011 New Facebook Policy Spurs Big Pharma to Rethink Social Media Strategy Major Marketers Fear that Enabling Comments Will Attract FDA Ire --, June 2, 2011 15
  15. 15. Systems of Engagement Era Mainframe Mini PC Internet ??? Systems of Record 1960- 1975- 1992- 2001- 2010- Years 1975 1992 2001 2009 2015 Typical A batch A dept A A web thing transactio ??? process document pagemanaged n Best Digital known IBM Equipmen Microsoft Google ???company tContent Image Doc Content mgmt Microfilm ??? Mgmt Mgmt Mgmt focus 16
  16. 16. Records, meet engagement.
  17. 17. Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Systems of Record 1960- 1975- 1992- 2001- 2010- Years 1975 1992 2001 2009 2015 Typical A An A batch A dept A web thing documen interactio trans process pagemanaged t n Best Digital known IBM Equipmen Microsoft Google Facebookcompany tContent Social Image Documen Content mgmt Microfilm Business Mgmt t Mgmt Mgmt focus Systems 18
  18. 18. The enterprise goes social 19
  19. 19.  Stuff stored outside the control of the organization ◦ No ready way to get at most of it ◦ Co-creation, aggregation, fragmentation Stuff accessed by and published from personal/mobile devices (BYOD, security) The law always lags the technology 20
  20. 20.  Disparagement of the organization – or of competitors or others Slander or libel Sexual content Solicitations of commerce Threats Illegal activity Violation of copyright Etc. 22
  21. 21. Official vs. unofficialLink to social media policy 23
  22. 22. Creation of official accounts 24
  23. 23.  Account details ◦ User name ◦ Picture ◦ Corporate logo usage ◦ Bio ◦ Contact information Friends/buddies/contacts Groups/fans/likes 25
  24. 24.  Whether posts will require approval Pictures and video ◦ By the organization ◦ By third parties Links (i.e. “sharing”) Applications and widgets Likes, retweets, etc. 26
  25. 25.  Access to personal accounts using organizational resources (time, computers, network, etc.) Access to sites using personal devices (iPhone, tablet, etc.) 27
  26. 26.  Acceptable and unacceptable groups Perception of approval 28
  27. 27.  Personnel-related information Financial information Confidential information Health information If you wouldn’t post it to your website or send via email, don’t post to FB or send via Twitter. 29
  28. 28.  Whether comments are allowed ◦ And monitored 30
  29. 29. Monitoring and reviewing comments 31
  30. 30. 32Response to comments
  31. 31.  Whether the account is monitored for actionable content (screenshot) Public records Monitoring for public safety 33
  32. 32.  Is there a business need for the information? Does it document a transaction or decision? Is the information unique and not available anywhere else? 35
  33. 33. 36
  34. 34.  Blog post ◦ Comments? ◦ Updates? Individual Tweet ◦ Links and shortened URLS? Wiki article ◦ The article? ◦ Its changes over time? It depends…. Prepare for production 37
  35. 35. 38
  36. 36.  Commercial and hosted sites store information outside the firewall ◦ Little control over how it is stored ◦ Little control over how long it is stored ◦ Geographic and jurisdictional issues First step is to save content locally 39
  37. 37. Take a screenshot of content 40
  38. 38.  Archive selected items locally ◦ Use search queries and monitoring Store selected items locally using search queries or RSS 41
  39. 39. Store locally using built-in tools 42
  40. 40. Store locally using third-party service 43
  41. 41. Store locally using APIs 44
  42. 42.  Use Word or Notepad to draft content updates and save *that* 45
  43. 43. 46
  44. 44. • And many others 47
  45. 45. 48
  46. 46. Jesse Wilkins, CIP, CRM, CDIA+, ermmDirector, Research and DevelopmentAIIM International +1 (303) 574-0749 direct 49
  47. 47.  2-day instructor-led or online course Includes: ◦ Specific governance elements for Facebook, Twitter, other social business tools ◦ Commercial vs. enterprise social technologies ◦ Capturing and managing social content g/Social-Media/Course%20Descriptions 50
  48. 48. PROFESSIONAL CERTIFICATION covering the broad based body of knowledge that every information professional needs to understand. Enterprise search, Business intelligence, Master Access/ Use data management, Text analytics Information capture, BPM, KM, Email Capture/Manage management, Content management Collaboration, Social media, InfoCollaborate/Deliver workplace, IM, Telecommuting support, Web conferencing Security, RM, Data Secure/Preserve privacy, DRM, Archiving, eDiscovery Info architecture, Technical architecture, CloudArchitecture/Systems computing, Mobile apps, Websites and portals Strategic planning, Building business case, Impl Plan/Implement planning, Req def, Solution design, Change mgmt 51