1. Navigating the RIM Challenges of Social Media October 15, 2015

2. Evolution of WEB and Social Media Benefits of Social Media Challenges, Risks and Considerations Social RIM Policies Where to Begin Agenda

3. Evolution of WEB and Social Media

4. Static Content Web 2.0 – Social, Face Book, Twitter, Pinterest, etc… Web3.0 – Analytics, Linguistics, Cooperation and sharing of information – Business collects and manages info about you – See all searches you’ve ever done Web4.0 – More Intelligence Evolution of WEB and Social Media

5. 260 million US internet users (USA population 320 M) Among eMarketers – 60% use Facebook – 30% use Instagram – 20% use Twitter – 18% use Pinterest – 7% use Tumbler – Niche networking is going to networks like YikYak, Snapchat, What’s App and Ello http://www.imediaconnection.com/content/36458.asp#0 The Social Media “Paradigm Shift”

6. 65% of adults now use social networking sites – Nearly two-thirds of American adults – In 2005, only 7% of adults used social networking 90% of young adults (ages 18 – 29) use social networking sites 35% of all those 65 and older use social networking sites http://www.pewinternet.org/2015/10/08/social-networking-usage-2005-2015/ Recent PEW Research - Social Media Usage

7. Websites and applications that enable users to create and share content or to participate in social networking. What is Social Media?

8. It’s all about “Connecting with your Customer base” Using Big Data – combine proximity data with search history, purchase history and social media discussions to orchestrate personalized message Mobile Content – Mobile computing is taking over desktop as the primary means of accessing the internet. More content will come from your house, car, fridge, medical devices, etc… Where is Social Media Headed?

9. Integrated Social Media – Once viewed as an afterthought, brands will focus on mobile interactivity to reach their customers. Social media will no longer be considered a separate channel, but a “Layer” of a marketing campaign. From selling to connecting and building loyalty Creating and Publishing Relevant Content – Technologies will emerge to help businesses automate content creation and enable employees to more easily create, acquire, format and publish content to various platforms Where is Social Media Headed? (2)

10. Benefits of Social Media

11. The use of social media tools has great potential to improve dissemination of information, interact with customers, and improve speed in interactions. Social media tools can be used to create communities for sharing information, such as links to other websites and resources. These tools are also used in posting current events or important, upcoming events. Benefits of Social Media

12. Challenges, Risks and Considerations

13. Social media technologies can introduce risks associated with: – Managing records – Protecting the privacy of users – Maintaining the security of systems. Challenges, Risks and Considerations

14. How to determine what social content qualifies as a record and so needs to be managed What policies are needed for employees’ use of social media, whether for personal use and how they should or shouldn’t refer to their companies, or business use, like what subjects should be avoided on a company blog to keep from creating anything that would be considered a record that would have to be managed. Organizations are Looking for Guidance

15. Polices for HR depts about using social media for recruitment to make sure recruiters aren’t viewing privileged information they would never be able to discuss in an interview with a recruit. Who owns the information? What do organizations have a right to do with your information? Have obligations to delete PII been met? Organizations are Looking for Guidance (2)

16. Declaration: Identifying what information qualifies as a social media record Capture: Capturing social media content that is in the public domain and not under control of an agency Metadata: Applying metadata to tag content for retrieval Scheduling or disposition: The lack of control of content makes scheduling and disposition of records difficult Education: Education and training is needed to implement a successful social media records policy Study - The Collaboration and Transformation Shared Interest Group of the American Council for Technology and the Industry Advisory Council Top RIM Challenges

17. An agency cannot control what private, personal information is captured by the social networking sites. However, it can make decisions on limiting the collection and use of the personal information collected and disclosed. Example Challenge

18. Fear of Security Issues - What if employees start sharing inappropriate content publicly or privately? Leaders do not understand the full value of social media Employees may not understand the true value of new ways of doing things Keeping employees and customers engaged in your social network Are employees using the social network productively? Other Top Challenges and Risks

19. What is a Record? How do we define a record today? Do we care whether or not something is a record? How long do we keep the information? Record Challenges

20. Identifying social media content as a record isn’t as difficult as it might seem. According to the National Archives and Records Administration (NARA) “the principles for analyzing, scheduling, and managing records are based on content and are independent of the medium …” According to the NARA Bulletin 2011-02, there are questions one can ask to help determine record status: Is the information unique and not available anywhere else? Does it contain evidence of an agency’s policies, business, mission, etc.? Is there a business need for the information? There is Hope!

21. Social RIM Policies

22. A reminder for staff using social media, they may be generating public records A definition of a social media record, for example: 'social media records can be defined as information which contains evidence of your agency’s business activities'. The responsibilities of content creators, web administrators, IT, communications and records management personnel A statement highlighting the importance of taking ownership for content, and assigning responsibility for managing records Components of a Social RIM Policy

23. Clearly defined RIM requirements and protocols for collaborative social media sites which are hosted by one or more agencies RIM practices for social media—such as how records will be captured, and how often Contact details for the agency or department's records management unit and a link to the records management policy for more assistance and advice. Components of a Social RIM Procedures

24. Social Media Policy - Example

25. Where to Begin

26. Create an information governance committee and framework – Identify decision rights of those who are accountable for and own the information – Identify the policies and procedures for managing records and information (update to support social media) – Train your employees on those policies – Implement technology tools that will provide security and protect the integrity of the information Where to Begin

27. Establish policy Educate employees Enforce policy with discipline, coupled with content management and monitoring technology Nancy Flynn, “The e-Policy Handbook,” second edition Best Practice

28. "Records in social media sites must be copied or otherwise captured and Flickr, Tumblr, blogs, Google+, maintained with related records, unless the site has a record management application that can manage the records throughout its lifecycle. Non-record content consisting of duplicate information which is maintained in other department recordkeeping systems (original recordkeeping copy is maintained in accordance with its records disposition schedule), and transitory records do not need to be archived and may be deleted when no longer needed.“ http://www.archives.gov/records-mgmt/resources/socialmediacapture.pdf Department of State – Using Social Media

29. The laws, regulations and policies that govern proper records management (i.e., creation, maintenance/use and disposition) still apply when using social media...New content created with social media tools that qualifies as a Federal record must be captured and maintained in a recordkeeping system according to EPA Facebook Guidance EPA’s Records Management Policy... http://www.archives.gov/records-mgmt/resources/socialmediacapture.pdf EPA – Social Media Policy

30. Backup tools Ask vendor directly for content Copy and paste into a word document Export from social media platform in CSV format Print and file PDF/A,.MSG,.XML Application Programming Interfaces (APIs) to create a customized tool to download into a database http://www.archives.gov/records-mgmt/resources/socialmediacapture.pdf Capture Tools and Methods-Federal Agencies

31. Using web crawling or other software to create local versions of sites Using web capture tools to capture social media content and migrate to other formats (PDF, MSG, XML) Using platform specific application programming interfaces (APIs) to pull content Using RSS Feeds, aggregators, or manual methods to capture content Using tools built into some social media platforms to export content http://www.archives.gov/records-mgmt/resources/socialmediacapture.pdf NARA Recommended Strategies

32. Social media content capture is an emerging topic that has not consolidated around standards for capture. Many of the available tools are focused on providing "backup" products to users and are not aimed at capture for recordkeeping purposes. Some tools focus on providing capture for e-discovery and regulations compliance. These tools can assist in capturing content so that agencies have a copy of what their social media platforms contained at a given time. Social Media Technology Maturity

33. ProviderDescriptionPlatformsComments Aleph ArchivesWeb archiving service uses CAMA tool for regulatory compliance and e-discovery aimed at corporations to capture, store, and sort web content for e-discovery and regulatory compliance. Provides a number of service plans. Facebook, Twitter, LinkedIn, YouTube, websites Web crawlers regularly crawl and capture web sites as complete snapshots and displays the content in its original form Web Crawler Some Social Media Solution Providers

34. ProviderDescriptionPlatformsComments Archive SocialAutomatically captures and archives social media content for compliance, records management, and e- discovery Facebook, Twitter, LinkedIn, YouTube Some Social Media Solution Providers

35. ProviderDescriptionPlatformsComments EradoOffers email, social media, and instant message archiving to comply with FINRA, SEC, Sarbanes-Oxley, Gramm- Leach-Bliley, FERC, NERC, and HIPAA. LinkedIn, Facebook, Twitter, and blogs Captures content either directly from social media platforms or using Erado’s platform specific tools. Content is converted into Erado format and either hosted or delivered to a customer-preferred platform. Some Social Media Solution Providers