Information management and social media
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Information Management and Social Media. Jesse Wilkins, CIP, CRM, IGP AIIM International 24 April 2014.

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Information Managementand Social Media

Jesse Wilkins, CIP, CRM, IGP

AIIM International

24 April 2014

  • "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

  • 1,330+ years worth of time spent every day on Facebook.

  • 1.1B Facebook users.

  • 50% log in on any 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


  • Information governance and social media

  • The social media governance framework

  • Using social media safely and effectively

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

Data architecture

Data quality management

Classification & metadata

Information lifecycle management

Audit information, logging & reporting

Information governance framework

  • Organizational structures

  • Stewardship

  • Policy

  • Value creation

  • Data risk management & compliance

  • Information security & privacy



New types of content

New devices

Image source: Ted Eytan,

Consumerization of IT

Third party content creation

Third party hosting

Professional vs. personal

  • Devices

  • Accounts

  • Services

The social media governance framework

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.”

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

  • IT

  • Legal

  • HR

  • Communications

  • RM

  • 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

  • Security

  • Privacy and confidentiality

  • Intellectual property

  • Other sensitive topics or resources

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?

How should it be kept?

  • In the native service

  • Snapshots

  • Archived periodically

  • Archived/captured on the fly

    • In bulk

    • By keyword/account

  • Captured prior to publication

    • Review

Social media migration

  • Between services

  • When a service shuts down

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


For more information

Jesse Wilkins, CIP, CRM, IGP

Director, Research and Development

AIIM International

+1 (720) 232-9638 direct

[email protected]

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