20160317 ARMA Wyoming Governance for Social Media

Copyright © AIIM | All rights reserved.
#AIIM
The Global Community of Information Professionals
Applying Effective Governance
to Social Media
Jesse Wilkins, CIP, IGP, CRM
Director, Professional Development
AIIM
March 17, 2016

Copyright © AIIM | All rights reserved.2
Agenda
 Introduction to Social Media Governance
 The Social Media Policy
 Tools & Training
 Monitoring & Auditing

Agenda
Introduction to Social Media Governance
The Social Media Policy
Tools & Training
Monitoring & Auditing

Introduction
 Focus of this session is on organizational
governance of social media
 Organizational accounts
 Personal accounts that relate to the organization
 We’ll talk about personal social media security
later today

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.”
The Rise Of The Networked Enterprise

Getting Started With Governance
 Assess usage of social media
 Identify organizational social media accounts
 Review the service level agreements for
official accounts
 Develop a strategy
 Develop a social media policy
 Training & tools
 Monitoring & auditing

Assess Social Media Usage
 Strategy
 Technology
 External brand
 Internal culture
 Process issues
 Governance concerns

Internal Review

External Review

Surveys

Search Engines And Alerts

Check the service level agreements

Develop A Strategy

Agenda
Tools & Training

Why Develop A Social Media Policy?
 Ensure that employees know what is expected
of them
 Provide guidelines for being more effective
 Reduce risk of someone posting inappropriate
content
 Address legal and operational concerns

Keep It Simple
 The longer the policy, the harder to enforce
 Rate of technology change
 Broader applicability
 Blurring of boundaries

Appropriate Usage
 Official commercial accounts
 Internal accounts
 Guidelines for look & feel
 Guidelines for content

Inappropriate Usage
 Illegal content or conduct
 Offensive content
 Disparagement of the organization or of
others***

Account Creation And Management
 Whether there are limits to official account
creation
 How official accounts are managed and
tracked
 Note: good idea to have a central list of them
somewhere

Representation
 Who can speak for the organization
 What topics are off limits
 Disclaimers for unofficial accounts/responses

Protection Of Information
 Confidential or proprietary
 Sensitive
 Forward-looking
 Personal
 Employees’
 Customers’/constituents’

Accountability
 Personal accountability for content
 Perception
 Potential consequences to organization
 Disciplinary action

Public Sector Considerations
 Links to primary site (“content of record”)
 Whether comments are allowed
 And monitored
 Public records act concerns
 Public safety and monitoring issues
 Privacy

Sense And Sensibility
 No policy can cover every:
 Tool
 Process
 Situation
 Contingency
 Encourage users to be smart

Agenda
Tools & Training

Social Media Tools
 Scheduling tools
 May offer pre-review & approval
 Monitoring tools and services
 Archiving tools and services
 Commercial services’ own tools

Social Media Compliance &
Management Tools
• And many others

Training, Training, Training

Train Your Employees!
 Everything in the policy
 During onboarding and refresher training
 How to keep themselves secure using social
media
 Blurring of boundaries, devices, accounts
 What can happen – think before they post!

Agenda
Tools & Training

Monitoring And Auditing
 Monitoring: real-time review
 Auditing: After the fact
 Regularly scheduled
 In response to an incident

The Need For Monitoring
 Ensure employees adhering to policy
 Ensure organizational information is protected
 Know what’s being said about the
organization
 Incident response
 Sentiment analysis over time

Monitoring Tools
 Many tools available, even for commercial
services
 Monitor for keywords/phrases, patterns
 Racist, sexist, derogatory terms
 Sensitive information like acct or CC numbers
 Attachments
 Can block posts, send notifications to
management

Why Audit?
 Same as monitoring, with one slight twist:
RECORDS MANAGEMENT

Social Media Records Management
 It can be done
 Do you need to do it?
 Social media archiving vs. records
management
 Content considerations

Conclusion
 It’s a scary social media world out there!
 But you can protect yourself…

Questions?

Additional Resources
 Social Media Policy Database
 http://socialmediagovernance.com/policies/
 SHRM Social Media Policy Template
 http://www.shrm.org/templatestools/samples/policies/pages/social
mediapolicy.aspx
 NARA Best Practices for Capture of Social Media Records
 http://www.archives.gov/records-
mgmt/resources/socialmediacapture.pdf
 AIIM Social Business Assessment
 http://info.aiim.org/how-to-conduct-a-social-business-assessment
 AIIM Social Business Roadmap
 http://www.aiim.org/Social-Business-Roadmap

For More Information
Jesse Wilkins, CIP, CRM, IGP
Director, Professional Development
AIIM International
+1 (720) 232-9638 direct
jwilkins@aiim.org
http://www.twitter.com/jessewilkins
http://www.linkedin.com/in/jessewilkins

20160317 ARMA Wyoming Governance for Social Media

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Andere mochten auch

Andere mochten auch (19)

Ähnlich wie 20160317 ARMA Wyoming Governance for Social Media

Ähnlich wie 20160317 ARMA Wyoming Governance for Social Media (20)

Mehr von Jesse Wilkins

Mehr von Jesse Wilkins (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (17)

20160317 ARMA Wyoming Governance for Social Media

Hinweis der Redaktion