Jesse Wilkins, CIP, CRM AIIM International February 14, 2012

2 Era Years Typical thing managed Best known company Content mgmt focus Mainframe A batch trans IBMMicrofilm Mini A dept process Digital Equipme nt Image Mgmt PC A documen t Microsoft Docume nt Mgmt Internet A web page Google Content Mgmt Social and Cloud An interacti on Faceboo k Social Business Systems Systems of Record Systems of Engagement

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5  Describes steps to implement social business  NOT necessarily linear  Will vary substantially between organizations

6  Not a step in the roadmap, but necessary precursor to successful social business initiatives ◦ Transparency ◦ Trust ◦ Technology

7 ◦ Requires that the organization move from a culture of knowledge hoarding to one of knowledge sharing.

8 Requires that the organization trust its users to do what is right, while supporting them with the training and governance required for them to be accountable for that trust.

9 Requires willingness to allow employees to experiment with new tools and processes, trusting that they will not abuse them and permitting them to “fail fast.”

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11  Experimental use of technologies  “Under the radar”  Proof of concept

12  Formalization of approach  Social business assessment  Planning and project management  Internal marketing and communication  Social business team  Organization-specific roadmap

13  Identify desired capabilities and deployment options  Procure and implement tools  Develop and deliver training and support  Build integration

14 Source: Govloop.com

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16  Listen to conversations before jumping into them  Look for tone and sentiment  Watch for complaints  Set up queries and alerts  Empower community managers

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19  Seed content into tools  Use the tools!  Consistent messaging across tools  Be patient

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21  Move from listening and broadcasting to engagement  Plan for engagement  Authenticity and personality key

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24  Policies and guidelines  Restrictions on tools and content  Internal monitoring  Records management  Legal issues

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28  Encourage uptake of the tools  Monitor efficacy of tools  Measure and analyze tools and processes  Identify changes to tools and new tools

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30  Is the information unique and not available anywhere else?  Is the tool being used in relation to an organization’s work?  Is there a business need for the information?  Does it document a transaction or decision?

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32  Blog post ◦ Comments? ◦ Updates?  Individual Tweet ◦ Links and shortened URLS?  Wiki article ◦ The article? ◦ Its changes over time?  It depends…. Prepare for production

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34  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

35 Take a screenshot of content

36  Archive selected items locally ◦ Use search queries and monitoring Store selected items locally using search queries or RSS

37 Store locally using built-in tools

38 Store locally using third-party service

39 Store locally using APIs

40  Use Word or Notepad to draft content updates and save *that*

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42 And many others

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44 Jesse Wilkins, CIP, CRM Director, Research and Development AIIM International +1 (303) direct

45  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 g/Social-Media/Course%20Descriptions

46 Access/ Use Capture/Manage Collaborate/Deliver Secure/Preserve Architecture/Systems Plan/Implement Enterprise search, Business intelligence, Master data management, Text analytics Information capture, BPM, KM, management, Content management Collaboration, Social media, Info workplace, IM, Telecommuting support, Web conferencing Security, RM, Data privacy, DRM, Archiving, eDiscovery Info architecture, Technical architecture, Cloud computing, Mobile apps, Websites and portals Strategic planning, Building business case, Impl planning, Req def, Solution design, Change mgmt PROFESSIONAL CERTIFICATION covering the broad based body of knowledge that every information professional needs to understand.