20150916 ARMA Pittsburgh Do's and Don'ts of Managing Social Media

#AIIMThe Global Community of Information Professionals

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The Carl E. Weise Memorial Seminar:The Do’s and Don’ts of Managing

Social Media

Jesse Wilkins, CIP, CRM, IGPAIIM International

September 16, 2015

In Memoriam: Carl E. Weise, CRM

"Despite the euphoria of Internet enthusiasts and the hyped-up selling palaver of some web services providers, we remain uncertain as to the long-run substantive benefits the Internet will bring to businesses and to individual users.…until the webmeisters persuade us otherwise, we'll hang on to our CDs and floppies, along with the aperture cards and other imaging artifacts that have served our corporate and personal purposes so cost-effectively in the past."

Social everywhere

1,350+ years worth of time spent every day on Facebook.

1.5B Facebook users. 65% log in on any day - and post 4.5B likes/day. 300M photos uploaded per day. And… Twitter and LinkedIn and Pinterest and Google+

and Tumblr and Flickr and Instagram and Myspace(!) and Livejournal and Orkut and Yammer and blogs and millions of private social networks and

Agenda

Information governance and social media The social media governance framework Using social media safely and effectively

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Information governance and social media

Information governance defined

“…Specification of decision rights and an accountability framework to encourage desirable behavior in the valuation, creation, storage, use, archival and deletion of information.”

Source: Gartner

Information governance framework

Organizational structures Stewardship Policy Value creation Data risk management &

compliance Information security &

privacy

Data architecture Data quality

management Classification &

metadata Information lifecycle

management Audit information,

logging & reporting

Governance?

Governance!

New types of content

Third party content creation

Third party hosting & physical control

Professional vs. personal

Devices Accounts

Who owns your content? Your contacts? Who can speak for the organization? Transparency

Services Internal vs. commercial Work vs. personal

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The social media governance framework

Neither is denial.

Prohibition is not realistic.

“A new class of company is emerging—one that uses collaborative Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organization’s reach to customers, partners, and suppliers.

We call this new kind of company the networked enterprise.”

The rise of the networked enterprise

Why a governance framework?

Ensures that employees know what is expected of them

Provides guidelines for being more effective Reduces risk of someone posting

inappropriate content Addresses legal and operational concerns

The governance framework

Management Strategic roles and responsibilities

Organization Groups and structures required to manage

information Policy and procedures

Processes and standards for managing information

Roles and responsibilities

Records management Legal HR Communications IT Etc.

Check the service level agreements

The social media policy

Social content is just another form of content Policy should provide a framework applicable

to most or all social media tools – and to other content/communication-related technologies as well

DON’T write a Facebook policy, a Twitter policy, etc.

Identify security issues

Privacy and confidentiality E.g. third party photos, personal information

Intellectual property Other sensitive topics or resources

Responding to third party posts

Image source: Social Media Influence

What to keep?

Determine whether social media content needs to be kept:

Is it legally required? Is it business-related? Does it add value? Is it unique?

Does it have unique comments?

How should it be kept?

In the native service Snapshots? Archived periodically Archived/captured on the fly

In bulk By keyword/query/account

Captured prior to publication Review

Social media migration

Between services When a service shuts down

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Using Social Media Safely and Effectively

Figure out where you are

Develop a plan

Apply, extrapolate, create

Training, training, training

Consider enterprise versions

Implement a compliance solution

• And many others

Sense and sensibility

No single policy can cover every: Tool Process Situation Contingency

Encourage users to be smart

Questions?

Additional resources Social Media Policy Database

http://socialmediagovernance.com/policies/ SHRM Social Media Policy Template

http://www.shrm.org/templatestools/samples/policies/pages/socialmediapolicy.aspx

NARA Best Practices for Capture of Social Media Records http://www.archives.gov/records-mgmt/resources/socialmediacaptu

re.pdf

AIIM Social Business Assessment http://info.aiim.org/how-to-conduct-a-social-business-assessment

AIIM Social Business Roadmap http://www.aiim.org/Social-Business-Roadmap

For more information

Jesse Wilkins, CIP, CRM, IGPDirector, Professional DevelopmentAIIM International +1 (720) 232-9638 direct

jwilkins@aiim.org

http://www.twitter.com/jessewilkins

http://www.linkedin.com/in/jessewilkins

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