This presentation, delivered to the ARMA Boston Chapter on June 2, 2016, outlined how to apply information governance practices to social media posts. It described specific social media security threats and gave attendees an opportunity to participate in roundtable discussions.
AIIM has been an advocate and supporter of information professionals for nearly 70 years.
The association mission is to ensure that information professionals understand the current and future challenges of managing information assets in an era of social, mobile, cloud and big data. Founded in 1943, AIIM builds on a strong heritage of research and member service.
Today, AIIM (Association for Information and Image Management) is a global, non-profit organization that provides independent research, education and certification programs to over 65,000 information professionals. AIIM represents the entire information management community, with programs and content for practitioners, technology suppliers, integrators and consultants.
Moving into mainstream
The social business roadmap provides organizations with a formal framework for evaluating and implementing social processes and technologies both inside and outside the firewall. It goes beyond simply implementing them to identifying and describing some of the benefits associated with effective use of social tools. The roadmap is based on AIIM research over the last three years as well as reviews of other frameworks and methodologies for implementing social business effectively.
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While the roadmap is presented in a linear fashion, it is not necessarily intended to be followed completely and linearly. Some organizations may already be using social technologies in some fashion; large or highly regulated organizations will probably approach social differently than will smaller, less regulated or ligitious ones.
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Finally, it’s important to note that the roadmap is a framework and needs to be customized to the organization’s goals and the types of services being used.
Governance exists but needs to be tweaked.
Apply what can be applied: roles & responsibilities (inc. new ones); general policy framework; training as we discuss shortly
Extrapolate from what has worked: job aids & guidelines; managing wikis instead of email for collab and the relative ease of managing wikis for compliance; use the tools appropriately (e.g. not for business if can’t manage it)
Create new stuff where required: classification, declaring as record (managing in place?), etc.
The dell model we already mentioned; demographic considerations (it will be used), SM 101, how to use the tools, how to use the tools well, how to use the tools in support of the business, how to keep the business safe
The team responsible for social media should create a response plan so that it has a process in place to respond to comments that may impact its regulatory requirements. This slide includes a response plan that is based on a similar one from the United States Air Force. Another excellent example is available from the American Society of Civil Engineers. The plan includes a process for determining first, whether a response is even required, and if so, through what channels and in what fashion. For example, someone is blatantly anti-government and makes eccentric, outlandish claims about senior members of the administration being aliens from another planet. Since the people reading that are likely a) low in number and credibility and b) not prone to having their minds changed, that might be one to avoid.
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On the other hand, let’s say that someone posts to an organization’s Facebook page that a drug made them sick or that they have a shoddy product that broke. A response might be required, but responding on the Facebook page might not be the best way to do it. Rather, the responder could simply suggest that the complainant go through the regular channels or, if that hasn’t worked, escalate it him or herself and get someone in contact with the complainant that can fix the issue.
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For most organizations today this chart wouldn’t be for everyone, but would be focused on those people empowered to speak on behalf of the organization. And much of it boils down to common sense.
And it should go without saying, but it is important for these employees to be honest, open, transparent, and respectful of the people posting. The Internet doesn’t forget and it doesn’t forgive dishonesty and disrespect. But as organizations empower more of their staff, this is something that will be increasingly valuable to have thought through and developed before it is needed.
At this point I’d be pleased to entertain your questions.