Jesse Wilkins, CRMMay 18, 2011

Records Management 2.0

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Web 2.0 considerations Records management 2.0

Agenda

Web 2.0 issues and considerations

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How do you know it’s accurate? You don’t. It isn’t. But it’s self-correcting.

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Security issues

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Connectivity issues

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Privacy issues

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Reliability pt 1: the toolSystem downtime

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Reliability pt 2: the vendorVendor closure

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Vendor lock-inVendor lock-in

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Prohibition is not realistic

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“…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…”

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The “Shadow IT department”

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There are too many of them

They change too quickly

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Mobile access

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Change

Commercial vs. enterprise social technologies

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Implementation model Identity management Archival and local storage Integration Auditing and reporting Cost

Commercial vs. enterprise

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Web-based Apps

Implementation model - commercial

www.idsgn.orgcybernetnews.com

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◦Hosted◦Application server◦Appliance

Implementation model - enterprise

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Need separate accounts for most sites Many sites leveraging identity

management◦ Facebook Connect◦ Twitter OAuth

Identity management - commercial

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Integration into identity infrastructure◦Ensure security and confidentiality◦Provide accountability◦Support for groups and

ethical walls◦Access to other

resources inside the organization

Identity management - enterprise

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Doesn’t exist for most sites Available for Facebook since Oct 2010 Some third-party services available

Archiving - commercial

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Support archiving and retrieval of system data

Archiving - enterprise

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Some using FB Connect, Oauth Very little integration into line of business

systems - today

Integration with other systems - commercial

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◦Allow import from other systems◦Allow export to other systems

Integration with other systems - enterprise

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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)

Auditing and reporting - commercial

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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.

Auditing and report - enterprise

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But…

Cost - commercial

www.chaosaddons.com

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NOT FREE. Still cheaper than many other enterprise

solutions Often available via subscription model Freemium

Cost - enterprise

Records management 2.0

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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?

Is it a record?

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Commercial services will honor subpoenas

Many will honor requests from law enforcement and government agencies

May be limited in how much data they retain after an account is deleted

Type of production will vary by provider

Discovery and production

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Address in policies

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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

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Provide guidance

Whether the tool & account is official or unofficial (add screenshot)

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Whether the account is monitored for actionable content (screenshot)

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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

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Check the service level agreement

40Take a snapshot of record content

41Archive entire stream locally

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Archive selected items locally◦Use search queries and monitoring

Records management in brief

Store selected items locally using search queries or RSS

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Use the native backup to store locally

Store locally using built-in tools

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Use a third-party service to store locally

Store locally using third-party service

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Store locally using API

Store locally using APIs

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Use Word or Notepad to draft content updates and save *that* as a record

Draft content locally

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Implement enterprise versions

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Implement a compliance solution

• And many others

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Questions?

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Web 2.0 is here Prohibition is not a realistic option Web 2.0 tools can add significant value to

the organization Lead your organization to use them

effectively

Conclusion

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Jesse Wilkins, CRM, CDIA+Director, Systems of EngagementAIIM International

+1 (303) 574-0749 directjwilkins@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

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“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

Additional resources

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“Managing Social Media Records”, U.S. Department of Energy, September 2010◦ http://cio.energy.gov/documents/Social_Media_R

ecords_and_You_v2_JD.pdf “Best Practices Study of Social Media

Records Policies”, ACT-IAC, April 2011◦ http://www.actgov.org/knowledgebank/whitepap

ers/Documents/Shared%20Interest%20Groups/Collaboration%20and%20Transformation%20SIG/Best%20Practices%20of%20Social%20Media%20Records%20Policies%20-%20CT%20SIG%20-%2003-31-11%20(3).pdf

Additional resources

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NARA Bulletin 2011-02, “Guidance on Managing Records in Web 2.0/Social Media Platforms”, October 2010◦ http://www.archives.gov/records-mgmt/bulletins

/2011/2011-02.html “A Report on Federal Web 2.0 Use and

Value”, National Archives and Records Administration, 2010◦ http://www.archives.gov/records-mgmt/resource

s/web2.0-use.pdf

Additional resources

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Florida Social Media Toolkit◦http://sites.google.com/site/flsocmed/

“Friends, Followers, and Feeds: A National Survey of Social Media Use in Government”, NASCIO, September 2010◦http://www.nascio.org/publications/documen

ts/NASCIO-SocialMedia.pdf Texas Dept of Information Resources Social

Media Policy◦http://www.texas.gov/en/about/Pages/social-

media-policy.aspx

Additional resources

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Compliance Building Social Media Policies Database◦ http://www.compliancebuilding.com/about/publica

tions/social-media-policies/ 57 Social Media Policy Examples and

Resources◦ http://www.socialmediatoday.com/davefleet/1517

61/57-social-media-policy-examples-and-resources

Web 2.0 Governance Policies and Best Practices◦ http://govsocmed.pbworks.com/w/page/15060450

/Web-2-0-Governance-Policies-and-Best-Practices

Additional resources

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Social Media Governance policy database◦ http://socialmediagovernance.com/policies.php

“Analysis of Social Media Policies: Lessons and Best Practices”, Chris Boudreaux, December 2009◦ http://socialmediagovernance.com

Additional resources