Collaboration & Social Media: New Challenges for Records Management

Maurene Caplan GreyFounder, Principal Analyst

Grey Consulting

Northern VA Chapter of ARMA International

27 February 2009

The Challenge of Records Management

“The power of real-time information lies in

its context, not its frequency.”

Larry Yu (MIT Sloan Management Review, Fall 2008)

Source: http://sloanreview.mit.edu/the-magazine/articles/2008/fall/50105/the-downside-of-realtime-data/

Objectives

� Become familiar with business and technology market trends

� Become collaborative and social media lifestyle savvy

� Apply record management principles to collaborative and social media content

Objectives

Familiarize yourself with business and technology market trends

or

Fall victim to vendor hype

Market Trends

Business Imperatives

Customer service & support

HR management & training

Financial management

Product development

Operations & production …

Technology Disrupters

Digital distribution

Social media

Portability

Software as a Service (SaaS)

Open source …

Information Management Quagmire

� Mailbox Quotas

� Message Retention

� Digital Rights Management

� Archiving

� Document Management

� Record Management

� Search

� Encryption

Too many signals

No clear direction

Internet

Email Server

SMTP Relay

Email Archiving, Document Management, or Records Management

Datastore

External Service Provider

Managing the Email Message

Desktop Policies

•Policies

•Filters

•Tags, Indices,

Information

Retrieval

•Storage Media

Technologies

Firewall

Web Content

Mgnt

DocumentMgnt

Content Management

Email Archiving

RecordsMgnt

•Retention•Life cycle management•Risk mitigation•Citation authority•Compliance•Legal hold

•Unstructured & structured data•Industry mandates•Building trust•Technology changes

Challenges Characteristics

Vendor Approaches: Microsoftunified communications

SaaS

Exchangeemail,

calendaring

Live MeetingIM, Web

conferencing

Product

Exchangeemail,

calendaring

LCS*IM Web

conferencing

* Live Communications Server

Vo

ice

Se

rvic

es

Microsoft Ecosystem

Office Suite, SharePoint, BizTalk,

Project, Speech, Forms …

Vo

ice

Se

rvic

es

Vendor Approaches: Adobecontent creation and delivery

Acrobat Connect(Web

Conferencing)

Macromedia FlashWeb

content creation Acrobat

(.pdf content

Creation)

Adobe Acrobat

Collaboration

Web conferencing & central content library

SaaS or Product

eRoomteam room

Vendor Approaches: EMC“where information lives”

Authenticadigital rights

management

TruArcrecords

management

Legatoemail archiving

RSAdata security

Acartusprint stream

output

CaptivaImage capture

Documentumdocument

management

EMC Documentumcontent management

BulldogRich media

Point Products

Patent pendingCompliance-driven

Policy engine

Enterprise-wide

Holistic

The Quest for the Holy Grail

Objectives

The collaborative and social media lifestyle can be glitzy

Don’t fall victim to the buzz

Buzzword Fatigue

Community

Enterprise 2.0

Web 2.0

Collaboration

Social media

Cloud computing

More buzz than a bee http://www.go2web20.net

People Talk

Human Communication

Electronic Communication Human

Collaboration

Electronic Collaboration

One-to-one,

one-to-many

Jointly create

common goal

and mutual

value

People Create Information

Human Communication

Electronic Communication Human

Collaboration

Electronic Collaboration

DataRepository

Technologies:

Email, IM, Web

conferences,

blogs, bulletin

boards…

Technologies: Chat,

doc & appl sharing,

wikis, white

boarding, team

rooms…

One-to-one,

one-to-many

Jointly create

common goal

and mutual

value

Information

of business

value

Information Takes Form

Category Paper E-Communications Closed Collaborative

Open Collaborative

Media Letter Email Team Room (internal access only)

Team Room (anyone can participate)

Envelope

(addressing

information)

Name, Street, State

SMTP Header (routing information,

e.g., To:, From:)

DNS (Domain

Naming Standard)

DNS (Domain

Naming Standard)

Transport USPS (US

Post Office)

SMTP (Simple Mail

Transport Protocol)

HTTP (Hypertext

Transfer Protocol )

HTTP (Hypertext

Transfer Protocol )

Resides

(a resting place)

File cabinet Email server Intranet Web server

Internet Web server

Form Changes

Social Media Information Defies Form

Content can live in …

� Server cache

� Desktop cache

� Handheld device

cache

� Kiosk cache

� Shared Web files

� Shared local drives

� Open communities

� Closed communities

Adoption Defies Dichotomy

� Grassroots adoption

� Mushrooming

communities

� Business process

integration

� Birth of new cottage

industry

� Hybrid architectures

develop, e.g., tags

within a taxonomy

� “Them” and “Us”

� Communities closed to

new media neophytes

� Organic; unsanctioned

� Point products;

operational complexity

� Training; re-architecting

models

Objectives

Dichotomy: Applying RM to collaborative and social media content

Bridge the gap

Disaster

Recovery Data

Stores

Backup

Data Stores

Where Is My Data?

Enterprise Data Stores Enterprise

Data StoresEnterprise

Data Stores

Enterprise Data Stores

Partners’ Data Stores

Partners’ Data Stores

Partners’ Data Stores

Partners’ Data Stores

Disaster

Recovery Data

Stores

Backup

Data Stores

Personal-Area

Network Data

Stores

Enterprise Cloud Data

Stores

Consumer Cloud Data

Stores

Where Is My Information?

Who Defines the Context?

Objectives

Dichotomy: Applying RM to collaborative and social media content

Transparency trumps rigidity

What Defines the Record?

Industry regulations

Federal and local

legislation

Intellectual property

… more

Rigidity is passé

Transparency

trumps “on a need

to know basis”

The world is flat. Space and time are curved.*

*Source: Eric Schumacher-Rasmussen, Streaming Media Industry Sourcebook 2009

Transparency and Open Government

MEMORANDUM FOR THE HEADS OF EXECUTIVE

DEPARTMENTS AND AGENCIES

SUBJECT: Transparency and Open Government

Government should be transparent.

Government should be participatory.

Government should be collaborative.

The independent agencies should comply with the Open Government Directive.

This memorandum shall be published in the Federal Register.

BARACK OBAMA

http://www.whitehouse.gov/the_press_office/TransparencyandOpenGovernment/

Case Study: Georgia’s Virtual Vault

� Confederate Enlistment Oaths and Discharges

� Chatham County Deed Books

� Colonial Will Books

� Colonial Wills

� Historic Postcard Collection

� Headright and County Plats

� Confederate Pension Applications

� County Records from Microfilm

� Georgia Power Photograph Collection

� Leo Frank Clemency Application

Source: Georgia’s Virtual Vault, October 2006 (http://content.sos.state.ga.us/index.php)

Is This a Record?

Is This a Record?

Source: The One Million Masterpiece (http://www.millionmasterpiece.com)

Basin

Artist: Qian Zhao

Number: 407180Location: Chapel Hill, US

Is this a record?

People don’t

Technology changes

Bottom Line

Records adaptmanagement must

Homework

� Become a champion for collaborative and social media

information management

� Is doing so worthwhile?

� Tighten corporate and RM policies, by making them looser

� “Email policies” are weak. E-communication policies are better.

� Self-educate

� Play with different collaborative and social media technologies.

� Share best practices. You are a pioneer.

� Get ahead of the curve by designing the road.

Organizations of Interest

� Center for Democracy & Technology www.cdt.org

� Resource Libraries www.cdt.org/resourcelibrary

� IT Compliance Institute www.itcinstitute.com

� Digital Civil Rights in Europe www.edri.org/

� U.S. House of Representatives, Legislative Archive (includes current status of introduced bills) www.house.gov/house/Legproc.shtml

� Legal Information Institute (research and electronic publishing activity of the Cornell Law School) www.law.cornell.edu

� Records Management Society (UK) www.rms-gb.org.uk/

� Records Management Association of Australasia www.rmaa.com.au/

� WikiFOIA (Freedom of Information at the state and local level) sunshinereview.org/index.php/Portal:WikiFOIA

Thank you

Maurene Caplan Grey

Founder, Principal Analyst

Grey Consulting

http://grey-consulting.com

maurene.grey@grey-consulting.com