20110519 AIIM Midwest Thirsty Thursday on Social Media
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This presentation delivered virtually to the AIIM Midwest Chapter described issues and considerations for using social media in business.
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20110519 AIIM Midwest Thirsty Thursday on Social Media
- 1. Social Networking, Corporate and Individual Considerations Jesse Wilkins, CRM May 19, 2011
- 2. 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….
- 3. Where We Are
- 7. Rate of technology innovation continues to increase
- 8. Information management is evolving
- 9. “…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…”
- 11. Systems of Engagement Systems of Record
- 12. “Working where you want, when you want, and being able to conduct real business.” blognation Canada
- 14. Emergence of powerful mobile devices
- 15. Air cards Wi-Fi Smart phones with 3G/4G access And always-on high-speed internet access
- 16. Mobile apps
- 17. Free/freemium services App store downloads Consumer-driven innovation
- 18. Technology touches everyone. Everyone carries technology expectations into the workplace. Why do I feel so powerful as a consumer and so lame as an employee? Photo source = http://www.flickr.com/photos/notionscapital/5225049493/
- 19. The End of IT Autocracy
- 20. Our Twitter policy: Be professional, kind, discreet, authentic. Represent us well. Remember that you can’t control it once you hit “update.” Policy 2.0 – in 140 characters
- 21. Is a Facebook “like” a record?
- 22. Blog post Comments? Updates? Individual Tweet Links and shortened URLS? Wiki article The article? Its changes over time? It depends…. What’s the record? Prepare for discovery
- 24. Privacy issues
- 26. It’s an interesting time to be in the industry These trends are not on the horizon – they are here now Organizations need our guidance We have to be ready to lead the information management discussions Conclusion
- 27. Jesse Wilkins, CRM, CDIA+ Director, Systems of Engagement AIIM International +1 (303) 574-0749 direct jwilkins@aiim.org http://www.twitter.com/jessewilkins http://www.linkedin.com/in/jessewilkins http://www.facebook.com/jessewilkins http://www.slideshare.net/jessewilkins For more information
Editor's Notes
- Moving into mainstream
- During my professional lifetime, I have seen at least 4 major enterprise IT transformations, and they seem to be occurring with increasing acceleration. When I first came into the workforce, the enterprise IT norm was centered on mainframe computers focused on batch-processed financial applications. This was the era of Burroughs and Univac and NCR and Control Data and Honeywell. This era was soon eclipsed by the rise of minicomputers.Minis were themselves eclipsed by the PC revolution, stitched together in Local Area Networks. Steroids in the form of the internet changed everything about how we connected PCs together distributed documents and information around our organizations. And then along came Google and our expectations about enterprise IT and simplicity of use morphed once again.
- The challenges here are enormous. Expectations of Enterprise IT are rising. The business, still reeling from the crash of 2008, is questioning the rigidity and cost of legacy systems. The focus of IT is changing from a traditional focus on standardizing and automating back-end manual processes – a focus on CONTROL – to a focus on empowering and connecting knowledge workers and improving knowledge worker productivity and innovation. in the world of Systems of Engagement – no one on the user side cares about any of this. However, because these systems are being used by enterprises, they will inevitably be subject to the same legal and social restrictions as traditional enterprise content, and therein lies the rub. Today that rub is significantly limiting endorsement and adoption of consumer-style communication and collaboration facilities around the world, and it will continue to do so until the content management industry and its customers develop protocols and policies to address its issues.
- It’s also true that Web 2.0 is profoundly changing the way we work. You can work on a computer at your work, home, or Internet café, a laptop at the airport, a tablet PC at the local starbucks, or on your iPhone in a pub. It generally requires Web access, though even this is starting to change, but the tools are lightweight enough and the computers are both mobile enough and powerful enough to let you “work where you want, when you want, and be able to conduct real business.“[twitter]Web 2.0:work where you want, when you want, and be able to conduct real business. – blognation Canada[/twitter]
- 350,000 apps in the iStoreOver 10 billion downloads
- Here’s a very succinct Twitter policy from a blog by an HR-focused law firm, GruntledEmployees.com. “Our Twitter policy: Be professional, kind, discreet, authentic. Represent us well. Remember that you can’t control it once you hit “update.””Pretty good, right? Now, you could argue that this policy is missing a lot of the stuff I just mentioned. But I don’t know that I agree – authentic, professional, discreet, represent us well – that’s pretty close. And regardless of what you think might be missing, I’d argue that if your employees follow this policy, you won’t have many issues with them. And note that this policy is itself Tweetable. [twitter] Policy 2.0 – in 140 characters, courtesy of gruntledemployees.com. http://is.gd/8BpjT[/twitter]
- Prepare for discovery. This means having the same type of data map you have in place inside the organization, but with listings of all the services you use, the accounts used there, etc. At a minimum you should list any official use of services and official accounts. It also means understanding the process for getting at that information in the event of litigation, FOIA request, etc. The time to put that process in place is before the subpoena is received. For hosted tools, such as FB or Twitter, it may mean taking periodic snapshots of what is posted to them. Right now there aren’t a lot of tools that do this; one way that can be effective is to capture the RSS feeds generated by these tools. As updates are made, they are published through the RSS feed, which can be saved locally. It might also require working with the third-party vendor in the event that some information or some updates are not available through RSS – for example, web-based email. It’s also important to note that at least for commercial solutions there is very little ability to put or enforce legal holds or to prevent a user from deleting an account, at least without a subpoena and without doing it before the user knows to delete it. [twitter]Prepare for discovery in advance, including listing official use of services and accounts.[/twitter]
- These are closely related to security issues but have a couple of additional ramifications in the Web 2.0 sphere:First, different jurisdictions have different privacy environments. Some are much more permissive while others restrict even the ability of their users to agree to lower security. This can create interesting privacy issues when you consider that multiple authors and users may be collaborating from different jurisdictions on a website hosted in yet another jurisdiction. Privacy also works differently at home vs. at the work place. The question then becomes, in an era of Web-2.0-enabled teleworking, whether from home or at the local Internet café, which set of rules applies? What about when the work is done on a user’s personal laptop and network vs. when the work is done on a work-provided laptop? Is this even relevant anymore if the data isn’t stored on the laptop but is instead stored in the cloud somewhere?[twitter]Privacy considerations – as noted earlier, plus issues with different jurisdictions and line blurring between home and work.[/twitter]