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Social Computing and 
Records Management: 
 Strange Bedfellows
•  Bedfellows -- plural of bed·fel·low (Noun)	

  1.  A person who shares a bed with another.	

  2.  A person or thing allied or closely connected
      with another.
My thesis:	

There are fundamental forces at
work changing the way
organizations use, consume,
control and share information…
Social media and records management
This is the fundamental
tension I would like to
discuss today…
“Why is it that I know
                            more about what my
                            High School girlfriend
                            had for dinner than what
                            is going on in my
                            organization?”	


Tony Zingale, CEO Jive
Staff access to
Facebook, Twitter,
You Tube and
Instant Messaging
is barred in 45%
of organizations.
•  The new social media
                                  and cloud technologies
                                  promote sharing and
                                  collaboration, while RIM
                                  worries about records
                                  declaration tools,
                                  retention rules and
                                  records destruction. 	

                               •  It is a classic tension
                                  between openness and
                                  collaboration vs.
                                  governance and control.	


http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
•  Because digital storage
                                  costs have plummeted,
                                  there is little pressure to
                                  delete or destroy
                                  information in the cloud. 	

                               •  From Google's
                                  perspective, keep it
                                  forever. As long as you
                                  can find what you are
                                  looking for when you
                                  need it, we're good.	


http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
•  This tendency flies in the
                                  face of the traditional
                                  RIM philosophy, which is
                                  based on the high cost of
                                  paper storage, the
                                  perceived high cost of
                                  digital storage (which is
                                  less valid each year), and
                                  the liability of keeping
                                  things longer than
                                  necessary.	


http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
…Records
Management
seems like it
has never
been
hotter…
57%	

Recent events have
  highlighted risk.	





            Source:	
  AIIM	
  -­‐-­‐	
  E-­‐Discovery	
  and	
  ERM:	
  How	
  is	
  records	
  management	
  performing	
  in	
  the	
  new	
  spotlight?	
  
83%	

RM Importance has
 increased. Up	





         Source:	
  AIIM	
  -­‐-­‐	
  E-­‐Discovery	
  and	
  ERM:	
  How	
  is	
  records	
  management	
  performing	
  in	
  the	
  new	
  spotlight?	
  
…But there are
forces at play that
will inevitably
marginalize
traditional RM in
the years ahead…
Unless…	



          hAp://mirroreyes.wordpress.com/	
  
…Unless we can
start thinking like
a CEO…	





          hAp://mirroreyes.wordpress.com/	
  
What does a
CEO care
about?
Certainly
risk
management.
36%	

No legal hold
  procedures.	





            Source:	
  AIIM	
  -­‐-­‐	
  E-­‐Discovery	
  and	
  ERM:	
  How	
  is	
  records	
  management	
  performing	
  in	
  the	
  new	
  spotlight?	
  
56%	

Not confident in e-mail
 integrity.
Social media and records management
Social media and records management
26%	

Undeleted records
  beyond retention
  period have affected a
  litigation	





           Source:	
  AIIM	
  -­‐-­‐	
  E-­‐Discovery	
  and	
  ERM:	
  How	
  is	
  records	
  management	
  performing	
  in	
  the	
  new	
  spotlight?	
  
What does a
CEO really
care about?
The CEO Perspective	



69%	

More volatile	





          Source = IBM Worldwide Survey of 1,500 CEOs, 2010
The CEO Perspective	



65%	

More uncertain	





          Source = IBM Worldwide Survey of 1,500 CEOs, 2010
The CEO Perspective	



60%	

More complex	





         Source = IBM Worldwide Survey of 1,500 CEOs, 2010
The CEO Perspective	



53%	

Structurally different	





          Source = IBM Worldwide Survey of 1,500 CEOs, 2010
The never Perspective	

“…CEOs have CEO
expressed a greater
need to obliterate
their blind spots. Too
often, they say,
information based on
customer
interactions is
trapped in
organizational silos.”	



            Source = IBM Worldwide Survey of 1,500 CEOs, 2010
The that Perspective	

“Organizations
               CEO
are able to combine,
or layer, many kinds
of information from
different customer
channels – with
frequency – are best
positioned to
succeed.”	



          Source = IBM Worldwide Survey of 1,500 CEOs, 2010
Social media and records management
Building Operating Dexterity	

•  Simplify whenever
   possible	

•  Manage systemic
   complexity	

•  Promote a mindset
   of being fast and
   flexible	

•  Be “glocal”	


        Source = IBM Worldwide Survey of 1,500 CEOs, 2010
Get	
  rid	
  of	
  manual	
  processes.	
  
Get rid of paper.
Get more out of
  the middle of
the organization.
Streamline the
 supply chain.
Social computing within the enterprise	

•  Spotlight falls on the       •  Enterprise	
  Facebook	
  
   middle of the enterprise     •  Enterprise	
  YouTube	
  
   organization	

              •  Enterprise	
  TwiAer	
  
                                •  Global	
  presence	
  detecKon	
  
    –  Not about getting
                                •  On-­‐demand	
  conferencing	
  
       more efficiency from
                                •  Telepresence	
  everywhere	
  
       the bottom	

                                •  Mobile	
  access	
  to	
  everything	
  
    –  Not about getting        •  Global	
  search	
  
       better strategic views   •  Community	
  content	
  management	
  
       at the top	

            •  With	
  more	
  revoluKonary	
  
                                    applicaKons	
  to	
  come	
  .	
  .	
  .	
  .	
  	
  
Reinvent customer relationships	

•  Honor your
   customers above all
   else	

•  Use two-way
   communication to
   stay in sync with
   customers	

•  Profit from the
   information
   explosion	


         Source = IBM Worldwide Survey of 1,500 CEOs, 2010
Proportion of Fortune Global 100
65%
       companies with…
          54%
                           50%
                                                                        33%




                                                                         BLOG




         SOURCE = Burson Marsteller survey, The Global Social Media Checkup
Social media and records management
Social media and records management
Concept	
  source:	
  Google	
  
Social computing outside the enterprise	


•  Spotlight falls on user   •    CollaboraKve	
  filtering	
  

   experiences and           •    Behavioral	
  targeKng	
  
   metadata 	

              •    Personalized	
  transacKons	
  

    –  Transaction           •    LocaKon-­‐based	
  services	
  

       processing is         •    PredicKve	
  analyKcs	
  
       necessary but not     •    Machine	
  learning	
  
       sufficient	

          •    Fraud	
  detecKon	
  
                             •    MulK-­‐channel	
  engagement	
  
                             •    Social	
  networking	
  
                             •    With	
  more	
  to	
  come	
  .	
  .	
  .	
  .	
  
So What?
The Mancini Theorem:	

For the C Suite, operating
dexterity and customer
engagement will top risk
management every time.
Deb Logan (Gartner) at AIIM:	

1.	

Most future IT investments
     will be funded from cuts in
     existing IT spending.	

2.	

70% of IT spending is devoted
     to maintaining legacy systems.	

3.	

Divestments matter as much as
     investments.
The good news for
RM -- Agree or



                                                   85%	

Disagree:	


The major “IT”
challenges have
shifted from the                                        	

 	

 	

 	

Agree	

“T” (technology) to
the “I” (information).	



          Source: AIIM Survey of 600+ executives from end user organizations.
The bad news for RM	


“In the future it is
more likely that
companies will be
required to retain all
digital files, and insure
their accuracy, than to
delete them.”	


         Source: AIIM Survey of 600+ executives from end user organizations.
How will RM play in the
coming world in a
meaningful way without
getting in the way?
•    Johnmancini@AIIM.org	

•    Twitter = jmancini77	

•    Blog = Digital Landfill (aiim.typepad.com)	

•    8 things e-books = aiim.org/8things	

•    Facebook = facebook.com/jmancini77	

•    LinkedIn = linkedin.com/in/jmancini77
Get Help
Get FREE Stuff
aiim.org/research	
  
aiim.org/research	
  
aiim.org/research	
  
aiim.org/research	
  
Free	
  ebooks-­‐-­‐	
  aiim.org/8things	
  
Such	
  a	
  deal.	
  
30%	
  off	
  ERM	
  Silver	
  Spring	
  
class,	
  Oct	
  5-­‐8	
  	
  
ERMSS1010	
  	
  (available	
  now	
  
through	
  Sept.	
  30)	
  	
  	
  	
  	
  	
  	
  

25%	
  off	
  any	
  online	
  course	
  
bundle:	
  
ARMA2010	
  	
  (offer	
  available	
  
now	
  through	
  Oct.	
  15).	
  

Or	
  more	
  convenKonally,	
  
johnmancini@aiim.org	
  or	
  
give	
  me	
  your	
  card.	
  
Social media and records management
hp://aiimcommuni-es.org/erm	
  

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Social media and records management

  • 1. Social Computing and Records Management: Strange Bedfellows
  • 2. •  Bedfellows -- plural of bed·fel·low (Noun) 1.  A person who shares a bed with another. 2.  A person or thing allied or closely connected with another.
  • 3. My thesis: There are fundamental forces at work changing the way organizations use, consume, control and share information…
  • 5. This is the fundamental tension I would like to discuss today…
  • 6. “Why is it that I know more about what my High School girlfriend had for dinner than what is going on in my organization?” Tony Zingale, CEO Jive
  • 7. Staff access to Facebook, Twitter, You Tube and Instant Messaging is barred in 45% of organizations.
  • 8. •  The new social media and cloud technologies promote sharing and collaboration, while RIM worries about records declaration tools, retention rules and records destruction. •  It is a classic tension between openness and collaboration vs. governance and control. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
  • 9. •  Because digital storage costs have plummeted, there is little pressure to delete or destroy information in the cloud. •  From Google's perspective, keep it forever. As long as you can find what you are looking for when you need it, we're good. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
  • 10. •  This tendency flies in the face of the traditional RIM philosophy, which is based on the high cost of paper storage, the perceived high cost of digital storage (which is less valid each year), and the liability of keeping things longer than necessary. http://aiimcommunities.org/erm/blog/rim-20-revolution-or-coup
  • 12. 57% Recent events have highlighted risk. Source:  AIIM  -­‐-­‐  E-­‐Discovery  and  ERM:  How  is  records  management  performing  in  the  new  spotlight?  
  • 13. 83% RM Importance has increased. Up Source:  AIIM  -­‐-­‐  E-­‐Discovery  and  ERM:  How  is  records  management  performing  in  the  new  spotlight?  
  • 14. …But there are forces at play that will inevitably marginalize traditional RM in the years ahead… Unless… hAp://mirroreyes.wordpress.com/  
  • 15. …Unless we can start thinking like a CEO… hAp://mirroreyes.wordpress.com/  
  • 16. What does a CEO care about?
  • 18. 36% No legal hold procedures. Source:  AIIM  -­‐-­‐  E-­‐Discovery  and  ERM:  How  is  records  management  performing  in  the  new  spotlight?  
  • 19. 56% Not confident in e-mail integrity.
  • 22. 26% Undeleted records beyond retention period have affected a litigation Source:  AIIM  -­‐-­‐  E-­‐Discovery  and  ERM:  How  is  records  management  performing  in  the  new  spotlight?  
  • 23. What does a CEO really care about?
  • 24. The CEO Perspective 69% More volatile Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 25. The CEO Perspective 65% More uncertain Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 26. The CEO Perspective 60% More complex Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 27. The CEO Perspective 53% Structurally different Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 28. The never Perspective “…CEOs have CEO expressed a greater need to obliterate their blind spots. Too often, they say, information based on customer interactions is trapped in organizational silos.” Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 29. The that Perspective “Organizations CEO are able to combine, or layer, many kinds of information from different customer channels – with frequency – are best positioned to succeed.” Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 31. Building Operating Dexterity •  Simplify whenever possible •  Manage systemic complexity •  Promote a mindset of being fast and flexible •  Be “glocal” Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 32. Get  rid  of  manual  processes.  
  • 33. Get rid of paper.
  • 34. Get more out of the middle of the organization.
  • 36. Social computing within the enterprise •  Spotlight falls on the •  Enterprise  Facebook   middle of the enterprise •  Enterprise  YouTube   organization •  Enterprise  TwiAer   •  Global  presence  detecKon   –  Not about getting •  On-­‐demand  conferencing   more efficiency from •  Telepresence  everywhere   the bottom •  Mobile  access  to  everything   –  Not about getting •  Global  search   better strategic views •  Community  content  management   at the top •  With  more  revoluKonary   applicaKons  to  come  .  .  .  .    
  • 37. Reinvent customer relationships •  Honor your customers above all else •  Use two-way communication to stay in sync with customers •  Profit from the information explosion Source = IBM Worldwide Survey of 1,500 CEOs, 2010
  • 38. Proportion of Fortune Global 100 65% companies with… 54% 50% 33% BLOG SOURCE = Burson Marsteller survey, The Global Social Media Checkup
  • 42. Social computing outside the enterprise •  Spotlight falls on user •  CollaboraKve  filtering   experiences and •  Behavioral  targeKng   metadata •  Personalized  transacKons   –  Transaction •  LocaKon-­‐based  services   processing is •  PredicKve  analyKcs   necessary but not •  Machine  learning   sufficient •  Fraud  detecKon   •  MulK-­‐channel  engagement   •  Social  networking   •  With  more  to  come  .  .  .  .  
  • 44. The Mancini Theorem: For the C Suite, operating dexterity and customer engagement will top risk management every time.
  • 45. Deb Logan (Gartner) at AIIM: 1. Most future IT investments will be funded from cuts in existing IT spending. 2. 70% of IT spending is devoted to maintaining legacy systems. 3. Divestments matter as much as investments.
  • 46. The good news for RM -- Agree or 85% Disagree: The major “IT” challenges have shifted from the Agree “T” (technology) to the “I” (information). Source: AIIM Survey of 600+ executives from end user organizations.
  • 47. The bad news for RM “In the future it is more likely that companies will be required to retain all digital files, and insure their accuracy, than to delete them.” Source: AIIM Survey of 600+ executives from end user organizations.
  • 48. How will RM play in the coming world in a meaningful way without getting in the way?
  • 49. •  Johnmancini@AIIM.org •  Twitter = jmancini77 •  Blog = Digital Landfill (aiim.typepad.com) •  8 things e-books = aiim.org/8things •  Facebook = facebook.com/jmancini77 •  LinkedIn = linkedin.com/in/jmancini77
  • 56. Such  a  deal.   30%  off  ERM  Silver  Spring   class,  Oct  5-­‐8     ERMSS1010    (available  now   through  Sept.  30)               25%  off  any  online  course   bundle:   ARMA2010    (offer  available   now  through  Oct.  15).   Or  more  convenKonally,   johnmancini@aiim.org  or   give  me  your  card.