The Records
Management
Implications of
Social Media
October 22, 2014
Sheila Taylor, CRM
Agenda
1.
Brief social media overview
• Social networking
• Web publishing
• Content communities
2.
RM implications of social media
•
•
•
•
Governance
Capture
Storage
Retention
Part 1
SOCIAL MEDIA OVERVIEW
3
What’s Social Media?
"a group of Internet-based applications
that build on the ideological and
technological foundations of Web 2.0, and
that allow the creation and exchange of
user-generated content”
Kaplan and Haenlein, 2010
Social Media Characteristics
Omnipresent
Wide-reaching (potentially global)
Interactive, responsive, immediate
User controlled
“Sticky”: public, searchable, permanent
Some Social Media Uses
Interact with employees and other stakeholders
Network and build relationships
Demonstrate thought leadership
Disseminate and share information
Collaborate
Branding, marketing, advertising
Recruitment
Project management
7
Key Social Media Channels
Social Media
Channel
Description
Social
networking
Platforms to provide interaction and collaboration among users
• Social bookmarks (e.g. Delicious)
• Crowdsourcing/social voting (e.g. IdeaScale)
• Social networking tools (e.g. Facebook, LinkedIn, Google+)
Web
publishing
Platforms to create, publish and reuse content
• Microblogging (e.g. Twitter)
• Blogs (e.g. WordPress)
• Wikis (e.g. PBWiki)
• Mashups (e.g. Google Maps)
Content
communities
Platforms to store and share media content
• Photo libraries (e.g. Flickr)
• Video sharing (e.g. YouTube)
• Presentations (e.g. Slideshare)
Social Networks
Public/Consumer
Free online service for
connecting and
interacting with others
via ties (e.g. friending,
following, liking, etc.)
– Individuals
– Groups
– Organizations
Examples: Facebook,
MySpace, Google+
Business/Professional
Website that enables
organizations and
business professionals to
communicate and build
business relationships
– Base service
– Enhanced service (fee)
Examples: LinkedIn, Plaxo,
Yammer, Facebook
9
Microblog
A blog composed of brief text updates or
micromedia (e.g. photos or audio clips)
Possible uses (e.g.)
– Refer to other online resources
– Provide a parallel publishing stream
– Provide an education event backchannel
(e.g. #ONConnect13)
Examples: StatusNet, Storytlr, Twitter
Blog (web log)
Categorized and tagged content
Possible uses (e.g.)
–
–
–
–
Share information
Summarize activities
Provide a platform to express new policy initiatives
Seek input/feedback
Opportunity to put a ‘face’ on the organization
Examples: Drupal, TypePad, WordPress
Wiki
A collaborative website that can be easily
edited by many people simultaneously
Possible uses (e.g.)
– Manage projects/events
– Share content with stakeholders to increase the
transparency of processes and decision-making
Examples: PBworks, Socialtext, Wikispaces
Content Communities
Users upload, share, and view digital content
Possible uses (e.g.)
– Post an employee recruitment video on YouTube
– Post a keynote address on Slideshare
– Post photos showing the progress of an
infrastructure project on Flickr
Examples: Flickr, Slideshare, YouTube
Enterprise Social Media
Information sharing and collaboration (e.g.)
– Department/organization-wide discussion forums
– Team/organization-wide wikis and blogs
– Bookmarking/tagging content
Networking (e.g.)
– Online employee directory with profiles, photos,
etc.
Supplement, or replace, existing applications
Examples: Basecamp (projects), Chatter, Jive, Yammer
Enterprise Social Media Vendors
Gartner’s Magic Quadrant for Social Software in the Workplace 2014
Audience Poll
1.
Does your organization web publish?
• Microblogs, blogs, wikis
2.
Does your organization use social networks?
• Facebook, Linked In, etc.
3.
Does your organization participate in content
communities?
• Photos, videos, presentations
4.
Does your organization have a social media
(or other) policy that addresses the RM
implications of social media?
Part 2
RM IMPLICATIONS OF
SOCIAL MEDIA
17
A Partnership for Success
18
Governance
Social media policy
Capture
Manage capture
Storage
Manage storage
Retention
Manage retention
and disposition
19
Social Media Policy
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Some Social Media Policy Elements
1.
Approved social media platforms and uses
2.
Ownership of social media content
Who Owns the Content?
Employer vs. employee
– Succession planning
Account holder vs. social media provider
– Deactivated accounts
– Deleted accounts
– Disabled accounts
Some Social Media Policy Elements
1.
Approved social media platforms and uses
2.
Ownership of social media content
3.
What information can (and cannot) be shared?
4.
Roles and responsibilities
5.
Monitoring and compliance
RM Requirements
1.
2.
3.
What’s a social media record?
Roles and responsibilities
Processes to manage social media records:
– Capture
– Storage
– Retention and disposition
Responsibility Examples (1)
Departments (e.g.)
– “Ensuring Information Management (IM), Information
Technology (IT), and Access to Information and
Protection of Privacy (ATIPP) implications are
considered in the development of social media channels”
Employees
– “Employees are responsible for following all Provincial
Government policies, including the Guidelines for Social
Media Use, human resource policies, and all Government
of Newfoundland and Labrador policies and procedures
affecting conflict of interest, protection of information
and privacy, records management and website/Internet
use” Government of Newfoundland and Labrador: Social Media Use Policy
Responsibility Examples (2)
Information Management and Information Technology
(including records management and security risks)
– “. . . note that content posted by (Government of NL), or
a member of the public, to a 3rd party social media site is
managed entirely by the site operator according to its
established terms of use”
– “Departments should ensure that their Information
Management Director is involved in developing their
approach to posting social media content”
– “It is important for departments to determine how
social media postings considered to be official
government records will be retained”
Government of Newfoundland and Labrador: Social Media Guidelines
Managing Capture
31
What’s a Record?
"record" means a correspondence,
memorandum, form, paper, parchment,
manuscript, map, plan, drawing,
painting, print, photograph, magnetic
tape, computer disc, microform,
electronically produced document and
other documentary material regardless
of physical form or characteristic;
Management of Information Act, SNL2005 CHAPTER M-1.01, s. 2a(f)
Capture: What?
Content + activities
•
•
•
•
•
•
•
•
Static (e.g. profiles) vs. interactive (e.g. comments)
All content or only ‘official’ content?
Is it the official record or a copy?
Public and/or private communications
Embedded links and files (e.g. PDFs, videos)
Metadata
Do user actions result in records? (e.g. ‘like’ a post)
Deleted comments
Is it a Record? Some Questions
1.
Does it provide evidence?
• Decisions
• Transactions and activities
2.
Is there a business need for the information?
3.
Is the information unique?
4.
Is the social media tool authorized by your
organization and used in its work?
Capture: When?
1.
Immediate/real-time
2.
Pre-determined/scheduled
Know the vendor’s retention policy (e.g.)
•
•
Facebook: “We store data for as long as it is necessary to provide products and
services to you and others . . . Typically, information associated with your
account will be kept until your account is deleted. For certain categories of
data, we may also tell you about specific data retention practices.” (Data Use
Policy)
LinkedIn: “. . . reserves the right to withhold, remove or discard any content
available as part of your account, with or without notice if deemed by LinkedIn to
be contrary to this Agreement. For avoidance of doubt, LinkedIn has no
obligation to store, maintain or provide you a copy of any content that
you or other Members provide when using the Services.” (User Agreement)
Capture: How?
1.
2.
Use the native application
Take a screen shot
• Manually (e.g. PDFCreator)
• Automated (e.g. PageFreezer)
3.
4.
5.
6.
Use a plug-in (e.g. TwInbox)
Use a query or RSS
Use an application programming interface
(API) (e.g. Smarsh)
Use a social application that is an extension/
module of an ECM (e.g. OpenText suite)
Managing Storage
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Storing the Content
Indexed and searchable
Secure (e.g. protected from alteration, unauthorized
access, etc.)
If the capture technology is not cloud-based,
you can store the content in:
– A file share (directory)
– A SharePoint library
– An ECM repository
Managing Retention
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Retention Principles and Practices
Based on content and value, not the
communication method
Some social media records are archival
Secure disposition of ‘valueless’ official records
Dispose of duplicate records
Administer legal holds if/when necessary
Example: City of Reno
1.
Content developers keep copies of all messages
created for and distributed on social media
• Messages posted to the City’s Newsroom or
news blog are archived automatically
• Kept according to the records retention schedule
2.
Try to avoid creating new content
• Use material from existing websites or
previously published documents to ensure other
forms of the information are retained
3.
Deleted comments: save a screen capture (jpeg)
and send it to Public Information for archiving
Conclusion
Questions to answer
1. What information can (or should) your
organization communicate via social media?
2. What of your organization’s social media
content is a record?
3. How can your organization capture social
media content and store it for future access?
4. How long will your organization keep social
media content?
Contacting the Speaker
Sheila Taylor, CRM
Ergo Information Management Consulting
staylor@eimc.ca
905.702.8756
www.eimc.ca
What information should be
SOME RESOURCES
Links current @ October 20, 2014
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Social Media – General (1)
City of Kitchener: Online Communications Strategy (appendices include the City’s social media policy, staff
guidelines, etc.) www.kitchener.ca/en/insidecityhall/resources/online_communications_strategy.pdf
“Gartner Says 80 Percent of Social Business Efforts Will Not Achieve Intended Benefits Through 2015” (press
release, Jan. 29/13) www.gartner.com/newsroom/id/2319215
IDC Digital Universe study 2012, “Big Data, Bigger Digital Shadows, and Biggest Growth in the Far East”
www.emc.com/about/news/press/2012/20121211-01.htm
IDC Forecasts Strong Growth in Enterprise Social Software Spending
www.cio.com/article/708989/IDC_Forecasts_Strong_Growth_in_Enterprise_Social_Software_Spending
Iron Mountain Knowledge Centre – Social Media http://www.ironmountain.com/KnowledgeCenter/Topics/Social-Media-Compliance.aspx
National Archives and Records Administration (NARA) (United States): Guidance on Managing Social Media
Records (NARA Bulletin 2014-02) http://www.archives.gov/records-mgmt/bulletins/2014/2014-02.html
National Archives and Records Administration: White Paper on Best Practices for the Capture of Social Media
Records http://www.archives.gov/records-mgmt/resources/socialmediacapture.pdf
Social media audit tool (20+ questions to generate a customized report) www.108ideaspace.com/onlinetools/social-media-audit
Social Media – General (2)
Social Media in the Public Sector Field Guide: Designing and Implementing Strategies and Policies (Ines Mergel and
Bill Greeves, Jossey-Bass, 2013)
Social Networks and their Impact on RM
www.armaedfoundation.org/pdfs/Social_Networks_Impact_on_RIM_Streck.pdf
“10 Things to Know About Preserving Social Media” (Madhava, Rakesh), Information Management
September/October 2011, 33-37 http://content.arma.org/IMM/Libraries/SeptOct_2011_PDFs/IMM_0911_10_things_to_know_about_preserving_social_media.sflb.ashx
“The Web Means the End of Forgetting” www.nytimes.com/2010/07/25/magazine/25privacyt2.html?pagewanted=all&_r=0
U.S. Department of Defense: social media hub www.defense.gov/socialmedia/
“Users of the world, unite! The challenges and opportunities of Social Media” (Kaplan, Andreas M. and Michael
Haenlein), Business Horizons 53 (2010), 59-68 http://esmdegree.files.wordpress.com/2011/11/users-of-theworld-unite.pdf
“What Happened When Facebook Disabled My Account” http://thenextweb.com/facebook/2013/01/15/whathappened-when-facebook-disabled-my-account/
Social Media Policies/Principles (1)
City of Fullerton: Social Media Policy
http://www.cityoffullerton.com/about/policy/social_media_policy.asp
City of Kingston: Social Media Policy http://www.cityofkingston.ca/general/social-media-policy
City of Reno: social media communications policy www.reno.gov/home/showdocument?id=27723
City of Windsor: Social Media Policy
http://www.citywindsor.ca/cityhall/Policies/Policies/Social%20Media%20Policy.pdf
Coca-Cola: online social media principles
www.coca-colacompany.com/stories/online-social-media-principles
Govt. of Canada: Guideline on Official Use of Social Media
www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=27517
Government of Newfoundland and Labrador: Social Media Policy and Guidelines
http://www.gov.nl.ca/socialmedia/pdf/social_media_guidelines.pdf
Government of Nova Scotia: Social Media Policy http://novascotia.ca/cns/policies-social-media.asp
Social Media Policies/Principles (2)
IBM: social computing guidelines www.ibm.com/blogs/zz/en/guidelines.html
New South Wales (Australia): Strategies for Managing Social Media Information
http://www.records.nsw.gov.au/recordkeeping/advice/designing-implementing-and-managingsystems/strategies-for-managing-social-media-information/strategies-for-managing-social-media-information
New York Times Social Media Editor Liz Heron on Guidelines: “Don’t be stupid” http://socialtimes.com/nytsocial-media-editor-liz-heron-on-guidelines-%E2%80%98don%E2%80%99t-be-stupid%E2%80%99_b63707
Ontario Real Estate Association: blog comment policy www.oreablog.com/comment-policy-disclaimer/
Social media policy database http://socialmediagovernance.com/policies.php
U.S. Dept. of the Interior: social media guidebook
www.doi.gov/notices/upload/DOI-Social-Media-Guidebook-2012-03-12.pdf
Some Capture Applications
ArchiveSocial http://archivesocial.com/social-media-archiving-for-government
Feed providers (e.g.)
•
DataSift http://datasift.com/
•
Gnip http://gnip.com/
•
Moreover Technologies http://www.moreover.com/
PageFreezer http://pagefreezer.com
PDFCreator www.pdfcreator.com
Smarsh (social media and other archiving tools) www.smarsh.com
TwInbox (Twitter add-in for MS Outlook) http://www.techhit.com/TwInbox/twitter_plugin_outlook.html
Inclusion in this list does not constitute endorsement by Ergo Information Management Consulting
RM
Government of Newfoundland and Labrador: Information Management and Protection Policy
http://www.ocio.gov.nl.ca/ocio/policies/im_ip_policy.pdf
Information Governance Reference Model (IGRM) www.edrm.net/projects/igrm
ISO 15489-1:2001 Information and Documentation – Records Management – Part 1: General (standard)
www.iso.org/iso/catalogue_detail?csnumber=31908