RM 2.0:
RECORDS MANAGEMENT
IN A WEB 2.0 WORLD
Sacramento Chapter of ARMA
Sacramento, California
June 2, 2010
Dr. Mark Langemo, CRM, FAI
Professor Emeritus
Information Systems and Business Education
College of Business and Public Administration
University of North Dakota
Welcome to Sacramento ARMA
and to today’s luncheon!
We are pleased that YOU are here with us!
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Who Am I ?
Dr. Mark Langemo, CRM, FAI
… “RM Guy!”
… “Experienced Veteran” (43 years in records management and IM)
… Professor Emeritus at UND (retired in 1999 after 27 years)
… Over 600 RIM consultations, seminars, executive briefings
… Author or co-author of RIM books and other publications
… Treasures time with wife Diane, 3 sons & 3 daughters-in-law
… “Grandpa Mark” to grandchildren Zoe, Abby, Kyler, Luke & Tanner
… Has office at UND & splits time between ND, MN, and Florida
… More or less “been there and done that” in records management
… Striving to be a “senior RIM resource” to our profession.
… 38th ARMA International Conference and 36th as a speaker
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Stark reality today ……………
The MANAGEMENT OF INFORMATION
is changing so rapidly that records
managers, IT professionals, business
and government leaders, academics,
practitioners, researchers, and authors
are all having difficult times staying
current!
Business and government use of the
World Wide Web is expanding
exponentially!
Leadership is needed—
more than ever in history–
primarily from:
Records
management
professionals
IT professionals
What is “Web 2.0?
Is “Web 2.0” real or is it a meaningless
marketing buzzword?
Or, is it new conventional wisdom about
using and managing information?
Most leaders in records management and
IT are struggling to understand “Web 2.0”
Implications for RM and IT are evolving!
Let’s learn some Web 2.0 fundamentals!
Is Web 2.0 a
Records Management
“Wild Wild West?”
Some wild-eyed enthusiasts
hail it as the solution to all
information management
problems!
Some have suggested that
Web 2.0 will result in the
death of records management
as a discipline!
My sense—as a “career optimist”
is that …..
….. UNTIL NOW, COMPARATIVELY
SPEAKING, ESTABLISHING AND
MANAGING SUCCESSFUL RECORDS
MANAGEMENT PROGRAMS HAS BEEN
EASY!!!
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But, I’m here to tell you that
“records managers
can leverage Web 2.0
to their organizations’
—and their own—benefits!”
Use of Web 2-0 must be managed – by
somebody!
IT professionals aren’t educated and
experienced to manage Web 2.0 alone!
This is another scenario in which RM-IT
collaboration will be essential!
What’s the history
of “Web 2.0?”
Term first used in front of a large audience
in a December 2003 InfoWorld article by
Executive Editor Eric Knorr.
Some say origin was a brainstorming
conference between Tim O’Reilly and Dale
Dougherty of O’Reilly Media, Inc., and
MediaLive International people in early 2004.
Others suggesting they presented it earlier!
Regardless, “Web 2.0” is quite new to IM!
Definition of “Web 2.0”
“Web 2.0” refers to a perceived second
generation of web development and design,
that facilitates communication, secure
information sharing, interoperability, and
collaboration on the World Wide Web. Web
2.0 concepts have led to the development
and evolution of web-based communities,
hosted services, and applications; such as
social-networking sites, video-sharing sites,
wikis, blogs, and folksonomies.”
Source: Wikipedia (May 2009)
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Tim O’Reilly (O’Reilly Media)
defines “Web 2.0” as
… the business revolution in the
computer industry caused by the move
to the Internet as platform, and an
attempt to understand the rules for
success on that new platform.
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The fundamentals of Web 2.0
World Wide Web is the platform
Applications/data hosted by third parties
Accessibility through web browsers
Users run software applications through
browsers
Tools make it easy to create and use content
Examples: “Google Docs” & “Zoho Write”
Blogs and wikis enable collaboration
Tools allow users to create and use content
with few rules or restrictions
Fundamentals of Web 2.0
(continued)
Users create, save, and provide their work
in ways most useful to them
Web 2.0 includes web development and
design that facilitates communication,
secure information sharing, interoperability,
and collaboration
Users own data on Web 2.0 sites and have
control over that data
Users can add value to applications as they
use them
Fundamentals of Web 2.0
(continued)
Web 2.0 sites have rich user-friendly interfaces
Enables outsourcing by use of Web services
Web 2.0 features easy/rich user experience,
user participation, dynamic content, metadata,
web standards, and scalability
Web 2.0 concepts have resulted in web-based
communities, hosted services & applications,
social-networking sites, blogs, and wikis
Example free social network sites: YouTube,
Facebook, Twitter, MySpace,Flickr
Fundamentals of Web 2.0
(continued)
Many websites now mimic desktop
applications—word processing, spreadsheets,
slide-show presentations
Example WISIWYG applications: “Writely”
Web 2.0 implementation increasing in
business, government, higher education,
science, public diplomacy, social work, others
Sites allow openness, freedom, and use of
collective intelligence through user participation
New Web 2.0 knowledge emerging daily!
Social networking is
irresistible to many people
Allows connecting to people who share
interests and activities
Enables interacting in many ways including
blogging, email, and instant messaging
Enable setting up customized personal
“profile” with photos and live video
Allows ongoing promotion, communication,
and being “friends” with other users
Issues include privacy, access, potential for
misuse, and risks for child safety
“Web 2.0” is irresistible
to business end users!
Collaboration is readily possible…and easy!
Web 2.0 tools are easy to set up!
They’re easy to use!
They can be accessed from anywhere!
Employees can create or upload documents,
spreadsheets, wikis, blogs, and other stuff!
Others can access, edit, download & upload!
As results, employees and organizations are
increasingly implementing the technologies!
Users can be provisioned in minutes!
Financial startup costs are usually low!
No calls to IT are usually necessary!
“Web 2.0” is irresistible
to businesses, departments,
and business/operating units!
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Ready or not….
… Web 2.0, a new generation of
web-based services, is changing the
way people work and the way records
and documents are created, used,
and shared.
Source: Dr. Bruce Dearstyne,
Information Management Journal,
July/August 2007.
“Web 2.0 is producing an array of new challenges
for RIM professionals—including how to use
these tools effectively and how to manage the
creation, integrity, storage, access, and
dissemination of such dynamic information.”
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Vendors are encouraging
the Web 2.0 trend ……….
Microsoft and IBM have added wikis and
blogging capabilities to enterprise applications
including SharePoint and Lotus Quickr.
Google and newer entrants Socialtext, PBwiki,
and Jive Software are luring corporate users
with freebie accounts and extremely simple
deployment.
Organizations can provision users in minutes,
pay little — and never make a call to IT!
Many places right now,
Web 2.0
is like “herding cats!”
Records managers run a huge risk of
being seen as irrelevant if they don’t
provide leadership in harnessing Web 2.0!
IT professionals need to team with RM
and get in front of the trend to provide
sanctioned options enabling RM/IT
management oversight!
A Scary Scenario …….
“The potential for exposure of sensitive
information or theft of intellectual property
runs high, as do concerns about
noncompliance with corporate or third-party
requirements as end users scatter sensitive
information around the Internet!”
Source: Andrew Conry-Murray, Information Week, April 21, 2008.
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Impact assessments of Web 2.0 and
collaboration tools: BENEFITS
Why use Web 2.0 tools:
..
..
..
..
..
..
..
They support collaboration across time/space
They are easily accessible and easy to use
Many already have comfort level using them
They are low cost (sometimes even free)
They require little IT support
They have very little “downtime”
Because they are inexpensive and easy to
use, there is little risk in trying them
Source: Jesse Wilkins, Information Management, Jan/Feb 2009.
Impact assessments of Web 2.0 and
collaboration tools: BENEFITS
Web 2.0 software-as-a service products
have lower capital costs, are easy to roll out,
and can have low maintenance fees
Collaboration tools can help employees do
their jobs and boost their productivity
Wikis let employees share best practices
Collaboration tools can be more efficient
than e-mail, provide repositories for
information, and help workers stay
connected and productive
Impact assessments of Web 2.0 and
collaboration tools: RISKS
Why not use Web 2.0 tools:
.. Information is more difficult to monitor/secure
.. Service interrupts outside organization’s control
.. E-discovery is more difficult without physical
access to storage media
.. Lack of systematic control over creating,
storing, or deleting information
.. Loss of connectivity prevents work being done
.. Casual nature blurs line between business and
personal use
Source: Patrick Cunningham, CRM, Information Journal, Jan/Feb 2009.
Impact assessments of Web 2.0 and
collaboration tools: RISKS
Anytime organizational information resides on
third-party systems, risk of loss increases
It is nearly impossible to prevent
unauthorized use of Web 2.0 products
Information losses or breaches may result in
litigation, fines, and sanctions
Failure to produce information stored outside
the organization during legal discovery can
result in fines or the loss of cases
Bad “PR” results when info poorly managed
The bottom line …..
All digital information is vulnerable and will be
requisitioned in litigation—including data in
blogs and wikis and files and documents
stored in collaborative environments.
Records managers and IT colleagues should
collaborate with legal on policy and discovery
issues—before organization is involved in
litigation
Critically important to develop organizationwide policies for the use of Web 2.0
collaborative tools and nonenterprise storage
of information and records in general
RM challenges of Web 2.0
Getting Board and management
to listen and agree that:
They can’t just ignore Web 2.0
Users will increasingly use Web 2.0 whether
they like it or not
Web 2.0 use has many intangible benefits…
but tangible serious risks
Organization-wide policies need to be
established and implemented
RM challenges of Web 2.0
There are Board, senior management,
records management, IT, Legal, and user
issues combined
Leadership for Web 2.0 policies development
and implementation should come from RM,
IT, and Legal collaboration
RM basics including survey/inventory,
appraisal, classification, retention, vital
records identification and protection, and
disposition or archiving should be applied as
possible
RM challenges of Web 2.0
RM and IT will need to lead in inventing,
evolving, and applying new approaches
RM and IT will need to collaborate to accept
responsibilities for being information custodians
Access to info must be provided and managed
Security of info must be provided and managed
Collaboration with Legal will be essential to
preparedness for discovery and compliance
Success or failure will depend on training
You can’t just
“look the other way”…
“Ignorance may be bliss”….initially!
But, problems start when some employee
does something stupid—or lawyers
start delivering discovery requests!
The major need for
Web 2.0 management
in today’s organizations
(after achieving RM/IT leadership collaboration)
ESTABLISHMENT
AND IMPLEMENTATION OF
ORGANIZATION-WIDE
IM & WEB 2.0
POLICIES
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Is the RIM profession
ready for “RM 2.0?”
Records Management 2.0
The management profession responsible for
establishment and implementation of policies,
concepts, systems, and procedures necessary
to manage the capture, creation, access,
distribution, use, storage, security, retrieval, and
disposition or archiving of entities’ records on all
media and all domain/storage/system locations
through the life cycle of recorded information.
Dr. Timothy O’Keefe and Dr. Mark Langemo, CRM, FAI
Differences between the definition of
“RM 2.0” and traditional definitions of
RM may seem minor—
but they are important!
Establishment of RM/IM policies for
organization-wide implementation must be a
major focus of records managers’ work.
New policies, concepts, systems, and
procedures may need to be invented an used to
manage information in Web 2.0 environments.
Collaboration with IT, Legal, and other RM
stakeholders will be essential to success.
Elements to consider
when developing
your RM 2.0 policies
for managing information
in Web 2.0 environments
As a foundation--secure Board, senior
management, and stakeholder support for
your RM and IT programs.
Using ISO 15489 (the International Records
Management Standard) as a benchmark,
structure your RM program based on ARMA
resources and your industry’s best practices.
Elements to consider for RM 2.0 policies
Place RM program in position of strength—
aligned with Legal and/or IT and stakeholders.
Establish the RM leadership—records
manager, RM staff, records coordinators.
Collaborate with IT to form working partnership.
Align the RM program with the organization’s
business plan.
Use IT’s model and align RM program with IT.
Survey/inventory organization’s existing
information resources and work with IT to
determine and plan information needs and
systems needs of the entity.
Elements to consider for RM 2.0 policies
You could try a policy to ban Web 2.0 sites
and tools from the organization, but it
won’t work—at least for long!
Web 2.0 tools aren’t going away, people
want them—so only choice is for RM & IT
to collaborate and respond!
Establish policies about what kinds of sites
are approved and which sites and
activities are forbidden!
Put appropriate Web filters and Web
proxies in place.
Elements to consider
for RM 2.0 policies
Establish policies that will allow but provide
structure for and sanction employees to
create, upload, and download documents,
spreadsheets, wikis, and blogs—and allow
co-workers to access, edit, download, and
use content.
Provide sanctioned Web 2.0 alternatives that
combine RM/IT oversight but make users
happy.
Elements to consider for RM 2.0 policies
Consider policies and strategies enabling
organizational purchase and installation of
full suites of Web 2.0 sites/tools instead of
having environments where individual
employees or groups procure their own.
Develop policies to protect against the
development of dispersed silos of information
and incompatibility between them.
Establish policies to keep confidential
information behind firewalls.
Elements to consider
for RM 2.0 policies
As end users scatter information around the
Internet, the potential for exposure of
sensitive information or theft of intellectual
property runs high! Establish policies that
require use of collaboration applications
(software) that include authentication, access
controls, change logs, and methods for
exporting data into the organization’s
storage—which will help manage risks.
Elements to consider for RM 2.0 policies
Establish organization-wide policies
establishing permission levels and
access rights.
Establish policies and implement
applications with applications that
give RM & IT more control over
content to ensure that organizational
information gets integrated into
backup and archiving systems.
Some vendors allow company
accounts which enable more RM/IT
control over collaboration and use.
Elements to consider for RM 2.0 policies
Establish policies and sanctioned Web 2.0
applications allowing RM/IT control over
what sites employees will use.
Establish policies and implement Web 2.0
applications that require multiple-factor
authentications (SecurID code, user name,
password).
Establish audit policies and implement sites
and applications which log changes to
content and be scrutinized by RM/IT audits.
Elements to consider
for RM 2.0 policies
Consider policies setting use of applications
like Microsoft SharePoint, IBM offerings,
Lotus Connections, Lotus Quickr, BEA’s
CollabraSuite, or EMC Documentum’s
eRoom because of their RM/IT management
capabilities and extended security features.
Remember, a challenge is to stay ahead of
the curve of providing tools for employees so
they don’t feel compelled to find others.
Elements to consider for RM 2.0 policies
Develop and implement some gentle
enforcement policies to encourage and
accomplish employee use of sanctioned Web
2.0 tools.
Develop employee reward policies and follow
through to recognize employees who work
with RM & IT to achieve good organizationwide management of records and information
resources.
Your suggestions for RM 2.0 policies
Training will be essential
to achieving “RM 2.0”
and managing use of Web 2.0
RM site on network/intranet with RM program
description, inventories, retention schedules,
RM procedures, FAQs, and creative resources
Online videos on RM & IT site(s) with training
about W 2.0 policies, sanctioned uses,
technologies, and related topics
Periodic live dynamic face-to-face RM & IT
training about Web 2.0 use and management
Availability for individual training and coaching
In summary ….
Is the RIM profession ready for “RM 2.0?”
Employees want Web 2.0, so it isn’t just a
trend—and it is here to stay!
Web 2.0 is making organization-wide RM
more challenging than ever in history!
Records managers can’t do it alone!
Collaboration with IT is absolutely essential!
Learn Web 2.0 and its implications!
Collaborate with IT, Legal, and stakeholders
to implement policies enabling “RM 2.0!”
“Thanks”
to each of you
individually
and all of you
collectively
for being a
great audience!
RM 2.0: RECORDS MANAGEMENT
IN A WEB 2.0 WORLD
YOUR QUESTIONS OR REACTIONS?
Sacramento ARMA Luncheon
June 2, 2010
Sacramento, California
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To Contact Me:
Dr. Mark Langemo, CRM
Professor Emeritus
Information Systems and Business Education
College of Business and Public Administration
University of North Dakota
Grand Forks, ND 58202
701-777-3514
mark_langemo@und.nodak.edu
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