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Managing Web 2.0 Records: Facebook, Twitter and Everything in Between<br />Jesse Wilkins, CRM<br />AIIM International<br />January 11, 2011<br />

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About AIIM<br />International - Members in 146 countries<br />Independent - Unbiased and vendor neutral<br />Implementation Focused - Processes, not just technology <br />Industry Intermediary - users, suppliers, consultants, analysts, and the channel<br />http://www.aiim.org <br />

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Jesse Wilkins, CRM<br />Director, Systems of Engagement, AIIM<br />Background in electronic records management, email management, ECM, and social technologies<br />Director, ARMA International Board of <br /> Directors (2007-2010)<br />Frequent industry speaker and author<br />AIIM ERM Expert Blogger<br />Instructor for AIIM Certificate Programs<br />3<br />

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Agenda<br />Use cases for social technologies<br />Commercial vs. enterprise social technologies<br />Managing social content as records<br />

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Use cases for social technologies<br />

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Keep in touch<br />

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Network and announce events<br />

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Share information<br />

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Find your next job<br />

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Respond to crises<br />

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Provide project updates<br />

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Provide organizational updates<br />

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Announce deals and events<br />

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Create agenda and minutes<br />

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Commercial vs. enterprise social technologies<br />

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Implementation model<br />Identity management<br />Archival and local storage<br />Integration<br />Auditing and reporting <br />Cost<br />

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Implementation model - commercial<br />Web-based<br />Apps<br />www.idsgn.org<br />cybernetnews.com<br />

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Implementation model - enterprise<br />Hosted<br />Application server<br />Appliance<br />18<br />

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Identity management - commercial<br />Need separate accounts for most sites<br />Many sites leveraging identity management<br />Facebook Connect<br />Twitter OAuth<br />

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Identity management - enterprise<br />Integration into identity infrastructure<br />Ensure security and confidentiality<br />Provide accountability<br />Support for groups and <br /> ethical walls<br />Access to other <br /> resources inside the <br /> organization<br />20<br />

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Archiving - commercial<br />Doesn’t exist for most sites<br />Available for Facebook since Oct 2010<br />Some third-party services available<br />

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Archiving - enterprise<br />Support archiving and retrieval of system data<br />22<br />

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Integration with other systems - commercial<br />Some using FB Connect, Oauth<br />Very little integration into line of business systems - today<br />

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Integration with other systems - enterprise<br />Allow import from other systems<br />Allow export to other systems<br />24<br />

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Auditing and reporting - commercial<br />Most commercial services offer very little in the way of analytics and auditing<br />Some third-party services available, especially for Twitter<br />Social “listening platforms” and CRM (sCRM) <br />

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Auditing and report - enterprise<br />Significant amounts of information available for reporting<br />Who has done what<br />What has been done to a <br /> particular article/item/etc.<br />Any changes made to the <br /> system, security, etc.<br />26<br />

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Cost - commercial<br />But…<br />www.chaosaddons.com<br />

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Cost - enterprise<br />NOT FREE. <br />Still cheaper than many other enterprise solutions<br />Often available via subscription model<br />Freemium<br />

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Managing social content as records<br />

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Prohibition is not realistic<br />

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Address in policies<br />

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Provide guidance<br />Whether the tool & account is official or unofficial (add screenshot)<br />

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Whether the account is monitored for actionable content (screenshot)<br />

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Is it a record?<br />Is the information unique and not available anywhere else?<br />Does it contain evidence of an agency’s policies, business, mission, etc.?<br />Is the tool being used in relation to an agency’s work?<br />Is there a business need for the information?<br />Does it document a transaction or decision?<br />

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What is the record?<br />Individual social network status updates or Tweets?<br />The entire stream over a given period?<br />Many of these tools do not lend themselves to metadata….<br />Policy and consistency are key<br />

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Duplication<br />Determine whether content is unique<br />If it’s already being captured elsewhere, treat as a duplicate record or as a non-record<br />A note about co-creation<br />

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Take a snapshot of record content<br />

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Archive entire stream locally<br />

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Records management in brief<br />Archive selected items locally<br />Use search queries and monitoring<br />Store selected items locally using search queries or RSS<br />

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Use the native backup to store locally<br />Store locally using built-in tools<br />

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Use a third-party service to store locally<br />Store locally using third-party service<br />

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Store locally using API<br />Store locally using APIs<br />

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Draft content locally<br />Use e.g. Word or Notepad to draft content updates and save *that* as a record<br />

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Implement enterprise versions<br />

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Implement a compliance solution<br /><ul><li> And many others</li></li></ul><li>Questions?<br />

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Conclusion<br />Web 2.0 is here<br />Prohibition is not a realistic option<br />Web 2.0 tools can add significant value to the organization<br />And they can be managed as records <br />Lead your organization to use them effectively<br />

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For more information<br />Jesse Wilkins, CRM, CDIA+<br />Director, Systems of Engagement<br />AIIM International<br /> +1 (303) 574-0749 direct<br /> jwilkins@aiim.org <br /> http://www.twitter.com/jessewilkins<br /> http://www.linkedin.com/in/jessewilkins<br /> http://www.facebook.com/jessewilkins<br /> http://www.slideshare.net/jessewilkins<br />

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Additional Resources<br />“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<br />Guideline for Outsourcing Records Storage to the Cloud, ARMA International, 2010<br />“Electronic Records Management: Blogs, Wikis, Facebook, Twitter, & Managing Public Records”, Washington State Archives, September 2009<br />

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Additional Resources<br />“Managing Social Media Records”, U.S. Department of Energy, September 2010<br />http://cio.energy.gov/documents/Social_Media_Records_and_You_v2_JD.pdf<br />“Guidance on Social Networking”, Arizona State Library, Archives, and Public Records, June 2010<br />http://www.lib.az.us/records/documents/pdf/Social_Networking.pdf<br />

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Additional Resources<br />NARA Bulletin 2011-02, “Guidance on Managing Records in Web 2.0/Social Media Platforms”, October 2010<br />http://www.archives.gov/records-mgmt/bulletins/2011/2011-02.html<br />“A Report on Federal Web 2.0 Use and Value”, National Archives and Records Administration, 2010<br />http://www.archives.gov/records-mgmt/resources/web2.0-use.pdf<br />

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Florida Social Media Toolkit<br />http://sites.google.com/site/flsocmed/<br />“Friends, Followers, and Feeds: A National Survey of Social Media Use in Government”, NASCIO, September 2010<br />http://www.nascio.org/publications/documents/NASCIO-SocialMedia.pdf<br />Texas Dept of Information Resources Social Media Policy<br />http://www.texas.gov/en/about/Pages/social-media-policy.aspx<br />

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Additional resources<br />Compliance Building Social Media Policies Database<br />http://www.compliancebuilding.com/about/publications/social-media-policies/<br />57 Social Media Policy Examples and Resources<br />http://www.socialmediatoday.com/davefleet/151761/57-social-media-policy-examples-and-resources<br />Web 2.0 Governance Policies and Best Practices<br />http://govsocmed.pbworks.com/w/page/15060450/Web-2-0-Governance-Policies-and-Best-Practices<br />

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Social Media Governance policy database<br />http://socialmediagovernance.com/policies.php<br />“Analysis of Social Media Policies: Lessons and Best Practices”, Chris Boudreaux, December 2009<br />http://socialmediagovernance.com<br />