Jesse Wilkins on Systems of Engagement
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This webinar delivered to the AIIM Cornhusker chapter describes key considerations for social media governance in
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Jesse Wilkins on Systems of Engagement
- 1. Jesse Wilkins, CRM, Information Certified AIIM Cornhusker Chapter Meeting December 6, 2011
- 2. "Despite the euphoria of Internet enthusiasts and the hyped-up selling palaver of some web services providers, we remain uncertain as to the long-run substantive benefits the Internet will bring to businesses and to individual users.…until the webmeisters persuade us otherwise, we'll hang on to our CDs and floppies, along with the aperture cards and other imaging artifacts that have served our corporate and personal purposes so cost- effectively in the past."
- 3. Systems of Record. © AIIM | All rights reserved
- 4. Era Mainframe Mini PC Internet ??? Systems of Record 1960- 1975- 1992- 2001- 2010- Years 1975 1992 2001 2009 2015 Typical A batch A dept A A web thing transacti ??? process document page managed on Best Digital known IBM Equipme Microsoft Google ??? company nt Content Image Doc Content mgmt Microfilm ??? Mgmt Mgmt Mgmt focus
- 5. A technology inflection point. Page 5
- 7. Outside the firewall… ◦ 1,330 years worth of time spent every day on Facebook. ◦ 800M Facebook users. ◦ 50% log in on any day. ◦ 250M photos uploaded per day. ◦ Inside the firewall (per AIIM Industry Watch)… ◦ Only 38% have an enterprise social strategy. ◦ But 27% now view social as infrastructure.
- 9. Explosive growth ◦ Mobile subscribers have grown from 719M in 2000 (60% in developed world) to 5.6 billion today (70% in the developing world). ◦ Only 835M out of 5.6 billion devices are smartphones. Inflection Points ◦ q2:10 - Windows operating systems < 50% of Internet enabled devices. ◦ q4:10 - smartphones + tablets > notebooks + desktops.
- 10. Legacy Discontinuity (per AIIM, Making the Most of Mobile – Content on the Move) ◦ 94% have deployed mobile access to email, but < 30% have mobile access to enterprise systems -- ECM, CRM, ERP. ◦ 37% have no mobile ECM access; a further 30% rely on conventional web interface. ◦ Only 47% allow personal devices to access company data, but most in a policy void.
- 11. “…fully networked enterprises are not only more likely to be market leaders or to be gaining market share but also use management practices that lead to margins higher than those of companies using the Web in more limited ways…”
- 12. By the end of 2013, half of all companies will have been asked to produce material from social media websites for e-discovery. Source: “Social Media Governance: An Ounce of Prevention”, Gartner
- 13. Records, meet engagement. © AIIM | All rights reserved
- 14. Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Systems of Record 1960- 1975- 1992- 2001- 2010- Years 1975 1992 2001 2009 2015 Typical A batch An A dept A A web thing transacti interacti process document page managed on on Best Digital known IBM Equipme Microsoft Google Facebook company nt Content Social Image Doc Content mgmt Microfilm Business Mgmt Mgmt Mgmt focus Systems
- 19. Is a Facebook “like” a record?
- 21. Blog post ◦ Comments? ◦ Updates? Individual Tweet ◦ Links and shortened URLS? Wiki article ◦ The article? ◦ Its changes over time? It depends…. Prepare for production
- 23. Commercial and hosted sites store information outside the firewall ◦ Little control over how it is stored ◦ Little control over how long it is stored ◦ Geographic and jurisdictional issues First step is to save content locally
- 24. Take a screenshot of content
- 25. Archive selected items locally ◦ Use search queries and monitoring Store locally using search queries or RSS
- 26. Store locally using built-in tools
- 27. Store locally using third-party service
- 28. Store locally using APIs
- 29. Use Word or Notepad to draft content updates and save *that*
- 31. • And many others
- 33. 2-day instructor-led or online course Includes: ◦ Specific governance elements for Facebook, Twitter, other social business tools ◦ Commercial vs. enterprise social technologies ◦ Capturing and managing social content Some courses live now, entire program live by Dec 2011 http://www.aiim.org/Training/Essential%20Tr aining/Social-Media/Course%20Descriptions
- 34. PROFESSIONAL CERTIFICATION covering the broad based body of knowledge that every information professional needs to understand. www.aiim.org/certification Enterprise search, Business intelligence, Master Access/ Use data management, Text analytics Information capture, BPM, KM, Email Capture/Manage management, Content management Collaboration, Social media, Info workplace, IM, Collaborate/Deliver Telecommuting support, Web conferencing Security, RM, Data privacy, DRM, Archiving, Secure/Preserve eDiscovery Info architecture, Technical architecture, Cloud Architecture/Systems computing, Mobile apps, Websites and portals Strategic planning, Building business case, Impl Plan/Implement planning, Req def, Solution design, Change mgmt
- 35. Jesse Wilkins, CRM, Information Certified, ermm Director, Systems of Engagement AIIM International +1 (303) 574-0749 direct jwilkins@aiim.org http://www.twitter.com/jessewilkins http://www.linkedin.com/in/jessewilkins http://www.facebook.com/jessewilkins http://www.slideshare.net/jessewilkins http://www.govloop.com/profile/jessewilkins
Notas do Editor
- During my professional lifetime, I have seen at least 4 major enterprise IT transformations, and they seem to be occurring with increasing acceleration. When I first came into the workforce, the enterprise IT norm was centered on mainframe computers focused on batch-processed financial applications. This was the era of Burroughs and Univac and NCR and Control Data and Honeywell. This era was soon eclipsed by the rise of minicomputers.Minis were themselves eclipsed by the PC revolution, stitched together in Local Area Networks. Steroids in the form of the internet changed everything about how we connected PCs together distributed documents and information around our organizations. And then along came Google and our expectations about enterprise IT and simplicity of use morphed once again.
- Conversations, not documents. Both inside and outside the firewall.Outside the firewall...1,330 years worth of time spent every day on Facebook ; 800M Facebook users, 50% log in on any day, 250M photos uploaded per dayChart - 360 degrees of digital influence. Inside the firewall...38% have an enterprise strategy; 18% coordinated. 21% nothing, 6% actively discourage, 24% ad hoc27% consider social inside the firewall as an "infrastructure" investment not requiring a business case.
- What exactly is mobile anymore? Blurring of lines with growth of devices and variety of uses.Think of mobile as a canvass that is always with you upon which you can create content, you can consume content, and you can interact with content (I.e., processes)Massive growth in mobile subscribers from 719M in 2000 (60% in developed world) to 5.6M today (70% in the developing world)Huge smart phone upside - only 835M out of 5.6MAccelerating rate of adoption - e.g. iPods to iPhones to iPads - and android faster than iPhone. % of total traffic from mobile = 60% Pandora, 55% Twitter, 33% Facebookq4:10 - smartphones + tablets > notebooks + desktopsQ2:10 - Windows operating systems < 50% of Internet enabled devicesMobile is the only access point for 1/3 of Internet usersWhat exactly is mobile anymore? Blurring of lines with growth of devices and variety of uses.Think of mobile as a canvass that is always with you upon which you can create content, you can consume content, and you can interact with content (I.e., processes)
- Moving into mainstream
- The challenges here are enormous. Expectations of Enterprise IT are rising. The business, still reeling from the crash of 2008, is questioning the rigidity and cost of legacy systems. The focus of IT is changing from a traditional focus on standardizing and automating back-end manual processes – a focus on CONTROL – to a focus on empowering and connecting knowledge workers and improving knowledge worker productivity and innovation. in the world of Systems of Engagement – no one on the user side cares about any of this. However, because these systems are being used by enterprises, they will inevitably be subject to the same legal and social restrictions as traditional enterprise content, and therein lies the rub. Today that rub is significantly limiting endorsement and adoption of consumer-style communication and collaboration facilities around the world, and it will continue to do so until the content management industry and its customers develop protocols and policies to address its issues.
- Prepare for discovery. This means having the same type of data map you have in place inside the organization, but with listings of all the services you use, the accounts used there, etc. At a minimum you should list any official use of services and official accounts. It also means understanding the process for getting at that information in the event of litigation, FOIA request, etc. The time to put that process in place is before the subpoena is received. For hosted tools, such as FB or Twitter, it may mean taking periodic snapshots of what is posted to them. Right now there aren’t a lot of tools that do this; one way that can be effective is to capture the RSS feeds generated by these tools. As updates are made, they are published through the RSS feed, which can be saved locally. It might also require working with the third-party vendor in the event that some information or some updates are not available through RSS – for example, web-based email. It’s also important to note that at least for commercial solutions there is very little ability to put or enforce legal holds or to prevent a user from deleting an account, at least without a subpoena and without doing it before the user knows to delete it. [twitter]Prepare for discovery in advance, including listing official use of services and accounts.[/twitter]
- As we just noted, the records management or communications policies (or both) should address the use of these tools. We’ll look at some examples of policies over the next few slides. At a minimum, the policy should address: Identity, relationship, and transparency – is the account official or unofficial?Security, confidentiality, and sensitive informationComments and responses to commentsResponding to others’ posts on commercial sitesAccuracy and ethicsMonitoring and auditing[twitter]Address these tools in the records or communications policies (or both). [/twitter]
- Finally, there are enterprise versions of every Web 2.0 application. These enterprise versions are often available to be hosted inside the firewall, meaning that security is much more robust. Access can be secured to them much more effectively. They can be integrated into the organization’s identity infrastructure – whether Active Directory or something else – such that any change, post, comment, edit, update, etc. can all be tracked and, more importantly, tracked to a specific named user. No anonymous postings here. Of course, you have to pay for an enterprise version, but what you’re really paying for is a level of peace of mind. And you still get many of the same benefits – ease of use, familiarity with the type of tool, rapid and agile collaboration across geographical and time boundaries, etc. You’re just getting a more secure and robust version of it. [twitter]Consider implementing enterprise versions. FB is FB, but internal tools might be more appropriate.[/twitter]
- At this point I’d be pleased to entertain your questions.