20160317 arma wyoming governance for social media
TRANSCRIPT
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#AIIMThe Global Community of Information Professionals
Applying Effective Governance to Social Media
Jesse Wilkins, CIP, IGP, CRMDirector, Professional Development
AIIMMarch 17, 2016
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Agenda
Introduction to Social Media Governance The Social Media Policy Tools & Training Monitoring & Auditing
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Agenda
Introduction to Social Media Governance
The Social Media Policy
Tools & Training
Monitoring & Auditing
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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
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Prohibition is not realistic.
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“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
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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
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Assess Social Media Usage
Strategy Technology External brand Internal culture Process issues Governance concerns
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Internal Review
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External Review
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Surveys
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Search Engines And Alerts
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Check the service level agreements
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Develop A Strategy
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Agenda
The Social Media Policy
Introduction to Social Media Governance
Tools & Training
Monitoring & Auditing
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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
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Keep It Simple
The longer the policy, the harder to enforce Rate of technology change Broader applicability Blurring of boundaries
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Appropriate Usage
Official commercial accounts Internal accounts Guidelines for look & feel Guidelines for content
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Inappropriate Usage
Illegal content or conduct Offensive content Disparagement of the organization or of
others***
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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
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Representation
Who can speak for the organization What topics are off limits Disclaimers for unofficial accounts/responses
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Protection Of Information
Confidential or proprietary Sensitive Forward-looking Personal Employees’ Customers’/constituents’
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Accountability
Personal accountability for content Perception Potential consequences to organization Disciplinary action
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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
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Sense And Sensibility
No policy can cover every: Tool Process Situation Contingency
Encourage users to be smart
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Agenda
Tools & Training
The Social Media Policy
Introduction to Social Media Governance
Monitoring & Auditing
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Social Media Tools
Scheduling tools May offer pre-review & approval
Monitoring tools and services Archiving tools and services Commercial services’ own tools
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Social Media Compliance & Management Tools
• And many others
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Training, Training, Training
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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!
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Agenda
Monitoring & Auditing
The Social Media Policy
Introduction to Social Media Governance
Tools & Training
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Monitoring And Auditing
Monitoring: real-time review Auditing: After the fact
Regularly scheduled In response to an incident
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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
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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
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Why Audit?
Same as monitoring, with one slight twist:
RECORDS MANAGEMENT
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Social Media Records Management
It can be done Do you need to do it? Social media archiving vs. records
management Content considerations
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Conclusion
It’s a scary social media world out there! But you can protect yourself…
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Questions?
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Additional Resources Social Media Policy Database
http://socialmediagovernance.com/policies/ SHRM Social Media Policy Template
http://www.shrm.org/templatestools/samples/policies/pages/socialmediapolicy.aspx
NARA Best Practices for Capture of Social Media Records http://www.archives.gov/records-mgmt/resources/socialmediacaptu
re.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
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For More Information
Jesse Wilkins, CIP, CRM, IGPDirector, Professional DevelopmentAIIM International +1 (720) 232-9638 direct
http://www.twitter.com/jessewilkins
http://www.linkedin.com/in/jessewilkins