Managing Web 2.0 Records: Facebook, Twitter and Everything in Between

Jesse Wilkins, CRMAIIM InternationalJanuary 11, 2011

About AIIM International - Members in 146 countries

Independent - Unbiased and vendor neutral

Implementation Focused - Processes, not just technology

Industry Intermediary - users, suppliers, consultants, analysts, and the channel

http://www.aiim.org

Jesse Wilkins, CRM Director, Systems of Engagement, AIIM Background in electronic records management, email

management, ECM, and social technologies Director, ARMA International Board of

Directors (2007-2010) Frequent industry speaker and author AIIM ERM Expert Blogger Instructor for AIIM Certificate Programs

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Agenda

Use cases for social technologies

Commercial vs. enterprise social technologies

Managing social content as records

Use cases for social technologies

Keep in touch

Network and announce events

Share information

Find your next job

Respond to crises

Provide project updates

Provide organizational updates

Announce deals and events

Create agenda and minutes

Commercial vs. enterprise social technologies

Implementation model

Identity management

Archival and local storage

Integration

Auditing and reporting

Cost

Implementation model - commercial

Web-based

Apps

www.idsgn.orgcybernetnews.com

Implementation model - enterprise

Hosted Application server Appliance

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Identity management - commercial

Need separate accounts for most sites

Many sites leveraging identity management Facebook Connect Twitter OAuth

Identity management - enterprise

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

ethical walls Access to other

resources inside the organization

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Archiving - commercial

Doesn’t exist for most sites

Available for Facebook since Oct 2010

Some third-party services available

Archiving - enterprise

Support archiving and retrieval of system data

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Integration with other systems - commercial

Some using FB Connect, Oauth

Very little integration into line of business systems - today

Integration with other systems - enterprise

Allow import from other systems Allow export to other systems

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Auditing and reporting - commercial

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 report - enterprise

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.

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Cost - commercial

www.chaosaddons.com

But…

Cost - enterprise

NOT FREE.

Still cheaper than many other enterprise solutions

Often available via subscription model

Freemium

Managing social content as records

Prohibition is not realistic

Address in policies

Provide guidance

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

Whether the account is monitored for actionable content (screenshot)

Is it a record?

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?

What is the record?

Individual social network status updates or Tweets?

The entire stream over a given period?

Many of these tools do not lend themselves to metadata….

Policy and consistency are key

Duplication

Determine whether content is unique

If it’s already being captured elsewhere, treat as a duplicate record or as a non-record A note about co-creation

Take a snapshot of record content

Archive entire stream locally

Records management in brief

Archive selected items locally Use search queries and monitoring

Store selected items locally using search queries or RSS

Use the native backup to store locally

Store locally using built-in tools

Use a third-party service to store locally

Store locally using third-party service

Store locally using API

Store locally using APIs

Draft content locally

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

Implement enterprise versions

Implement a compliance solution

• And many others

Questions?

Conclusion

Web 2.0 is here

Prohibition is not a realistic option

Web 2.0 tools can add significant value to the organization

And they can be managed as records

Lead your organization to use them effectively

For more information

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

+1 (303) 574-0749 directjwilkins@aiim.org

http://www.twitter.com/jessewilkinshttp://www.linkedin.com/in/jessewilkinshttp://www.facebook.com/jessewilkinshttp://www.slideshare.net/jessewilkins

Additional Resources

“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

“Electronic Records Management: Blogs, Wikis, Facebook, Twitter, & Managing Public Records”, Washington State Archives, September 2009

Additional Resources

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

_You_v2_JD.pdf

“Guidance on Social Networking”, Arizona State Library, Archives, and Public Records, June 2010 http://www.lib.az.us/records/documents/pdf/Social_Network

ing.pdf

Additional Resources

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/resources/web2.0-us

e.pdf

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/documents/NASCIO

-SocialMedia.pdf

Texas Dept of Information Resources Social Media Policy http://www.texas.gov/en/about/Pages/social-media-poli

cy.aspx

Additional resources Compliance Building Social Media Policies Database

http://www.compliancebuilding.com/about/publications/social-media-policies/

57 Social Media Policy Examples and Resources http://www.socialmediatoday.com/davefleet/151761/57-social-media-pol

icy-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

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