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 [email protected]
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