Connector Corner: Accelerate revenue generation using UiPath API-centric busi...
20111206 AIIM Cornhusker Social Media Governance
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."
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
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
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
21. Blog post
◦ Comments?
◦ Updates?
Individual Tweet
◦ Links and shortened URLS?
Wiki article
◦ The article?
◦ Its changes over time?
It depends….
Prepare for production
22.
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
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 del 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.