This document provides an overview of social media governance and best practices for organizations. It discusses the need for social media policies and governance structures to balance empowerment and accountability. Common motivations for social media policies include both managing risk and tapping opportunities. The document recommends separating broad employee guidelines from operational social media guidelines. It also provides checklists for key aspects of social media policies and governance.

1. Social Media and Corporate Governance Everything You Need To Know Sponsored by Social Media Governance Empowerment With Accountability TM #SMSFB @filtrbox @cboudreaux Join the conversation: Hash tag

2. Speaker Bios Chris Boudreaux helps organizations get the most from their social media and social application investments through consulting services and online tools at SocialMediaGovernance.com. In the past, Chris ran Business Development and Product Marketing for a digital advertising start-up acquired by Glam Media was an executive at Accenture, where he led product development, CRM and customer analytics projects at firms including Microsoft, eBay, Boeing and Cisco. Chris flew helicopters in the U.S Navy and completed Surface Warfare Officer qualifications while hunting drug smugglers in the Caribbean. He holds an MBA and MS in Computer Science from the University of Chicago, Master of Aeronautical Science from Embry-Riddle Aeronautical University, and BS in Management from Tulane University. He lives in Silicon Valley with his wife and son. Ari Newman is a passionate entrepreneur who excels in creating value in ideas and technology and thrives on the challenges and opportunities that define early stage companies. He is President and Founder of Filtrbox, a real-time social media monitoring service that helps companies listen to and engage in online conversations. In the year since launch, Filtrbox has grown to over 10,000 users and hundreds of customers. Previously Ari was Founder and Principal of Newman Venture Advisors, VP of Product Management at CreekPath Systems and Director of Operations at Volera. Ari’s expertise includes SaaS, consumer internet, enterprise application software, IP networks, enterprise storage, and social media marketing. He lives in Boulder, CO with his wife and two children, where his happiest moments are when his 5 year old daughter agrees to watch cycling races with him.. Social Media Governance Empowerment With Accountability TM

6. Advertising and Public Relations Customer Support and eCommerce Sales Support Product Development Core Product Features Evolution of Enterprise Social Media Capabilities Operational Complexity © 2009 by Chris Boudreaux. SocialMediaGovernance.com Managing social media grows more complex as you pursue larger objectives

7. Enterprise Information Management Enterprise Technology Architecture Legal eCommerce and Customer Solutions eCommerce Risk and Compliance Employee Communications Authentication, Customer Protection Human Resources Employee Technology * Many, many others depending on the project and its internal/external goals Global Marketing & Corporate Affairs Enterprise Technology and Delivery Technology Enablement and Process Collaboration Technology Online Marketing Electronic Communications and Media Governance Committee Social Media Analytics Customer Service & Solutions eCommerce Controls and Readiness Finance eCommerce Technology Business Unit Leaders Real Example of the Complexity Source: SocialMediaGovernance.com Social Capabilities Internal Social Media Stakeholders at a Global Financial Services Company* (disguised)

9. © 2009 by Chris Boudreaux. SocialMediaGovernance.com Governance : policies, process, metrics that balance empowerment and accountability Principles and Enablers Process Model Governance Structure Responsibility Matrix Metrics Policies Defines and describes inter-operation of processes, structure and metrics to achieve business goals through social media Processes that enable effective decisions and continual improvement throughout design, development and operation of social media solutions Key leaders and participants, and their primary responsibilities with respect to social media Roles and responsibilities of primary and supporting participants across organizational functions Business performance metrics that inform decisions Guidance to employees regarding how they should or should not utilize social media

10. © 2009 by Chris Boudreaux. SocialMediaGovernance.com Governance : policies, process, metrics that balance empowerment and accountability Principles and Enablers Process Model Governance Structure Responsibility Matrix Metrics Policies Defines and describes inter-operation of processes, structure and metrics to achieve business goals through social media Processes that enable effective decisions and continual improvement throughout design, development and operation of social media solutions Key leaders and participants, and their primary responsibilities with respect to social media Roles and responsibilities of primary and supporting participants across organizational functions Business performance metrics that inform decisions Guidance to employees regarding how they should or should not utilize social media Today Today

12. Few organizations guide use of trademarks Source: SocialMediaGovernance.com analysis of 46 social media policies, November 2009. Allowed Use of Organization’s Trademarks in Personal Social Media Best Practice Support your employees and let them know where your boundaries lie. Tell them whether they are permitted to use your organizational trademarks, such as logos, in their personal content. Don’t leave them guessing. Ask Permission 11% Prohibited 7% No Mention 82% © 2009 by Chris Boudreaux. SocialMediaGovernance.com