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

SOCIAL MEDIA OVERVIEWPart 1

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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 stakeholdersNetwork and build relationshipsDemonstrate thought leadershipDisseminate and share informationCollaborateBranding, marketing, advertisingRecruitmentProject management

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Key Social Media ChannelsSocial Media

ChannelDescription

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

Business/Professional

Website that enables organizations and business professionals to communicate and build business relationships– Base service – Enhanced service (fee)

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Examples: Facebook, MySpace, Google+

Examples: LinkedIn, Plaxo, Yammer, Facebook

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?

RM IMPLICATIONS OF SOCIAL MEDIA

Part 2

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A Partnership for Success

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Storage Manage storage

Governance Social media policy

Capture Manage capture

Retention Manage retention and disposition

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. What’s a social media record?2. Roles and responsibilities3. 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

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Managing Capture

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. Use the native application2. Take a screen shot

• Manually (e.g. PDFCreator)

• Automated (e.g. PageFreezer)

3. Use a plug-in (e.g. TwInbox)

4. Use a query or RSS5. Use an application programming interface

(API) (e.g. Smarsh)

6. Use a social application that is an extension/ module of an ECM (e.g. OpenText suite)

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Managing Storage

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

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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 schedule2. 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 answer1.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, CRMErgo Information Management Consulting

staylor@eimc.ca905.702.8756

www.eimc.ca

What information should be

SOME RESOURCES

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Links current @ October 20, 2014

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/Knowledge-Center/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/online-tools/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/Sept-Oct_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/25privacy-t2.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-the-world-unite.pdf

“What Happened When Facebook Disabled My Account” http://thenextweb.com/facebook/2013/01/15/what-happened-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 Mediawww.tbs-sct.gc.ca/pol/doc-eng.aspx?id=27517

Government of Newfoundland and Labrador: Social Media Policy and Guidelineshttp://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-managing-systems/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/nyt-social-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