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1. Records
Management
in
the
Age
of
Facebook
A
new
golden
age
for
Records
Managers
or
the
beginning
of
the
end?
John
Mancini
President,
AIIM

2. • johnmancini@AIIM.org
• Twi3er
=
jmancini77
• Blog
=
Digital
Landfill
(aiim.typepad.com)
• 8
things
e-­‐books
=
aiim.org/8things
• Facebook
=
facebook.com/jmancini77
• LinkedIn
=
linkedin.com/in/jmancini77

3. What
are
the
forces
that
will
shape
ECM
and
ERM
over
the
next
5
years?

4. What
are
the
implica,ons
of
these
forces
for
records
managers?

5. How
can
records
managers
play
a
meaningful
role
in
the
coming
world
without
geTng
in
the
way?

6. What
are
the
forces
that
will
shape
ECM
and
ERM
over
the
next
5
years?

8. Between
now
and
2020…

9. • The
amount
of
informaCon
will
grow
44X.
• The
number
of
informaCon
“containers”
will
grow
by
67X.
• The
number
of
IT
professionals
will
grow
by
1.4X.
Source:
IDC
and
EMC
–
The
Digital
Universe
Decade

10. Something’s
got
to
give…

11. A “Future History” of
Content Management

12. • The following is a short “future history” of content
management.
• This presentation is an excerpt from a much longer
series of presentations based on a series of
meetings with a Task Force of leading ECM
suppliers and interviews with 20+ senior IT
executives from end user organizations.
• The meetings were led by Geoffrey Moore, author
many technology books and publications, most
notably Crossing the Chasm and Inside the
Tornado.
12

13. • The purpose of the Task Force was to think
through the following questions:
• Where is the ECM industry headed?
• How will the evolution of Social Business
Systems affect the future of ECM?
• What are the issues facing end users who
wish to better leverage their information
management systems to: a) improve
operating flexibility; and b) better engage
with customers?
13

14. Task Force Members
• Kodak
• Alfresco
• IBM
• EMC
• Oracle
• Iron Mountain
• Hyland Software
• Microsoft
• Open Text
14

15. IT Innovation: For the Past Decade
While Enterprise Was on Hold
Enterprise IT Consumer IT
On Hold On Fire
15

16. Redefining IT for Consumers
The Digitization of Human Culture
• Access
• Infinite content, no barriers to entry, no barriers to exit
• Communications are any-to-many-to-one
• Social networks, blogs, Skype, Twitter
• Broadband
• Pictures and video are the killer apps
• Newspapers and magazines are toast
• TV and radio are being reengineered even as we speak
• Mobile
• PC for the emerging markets
• iPhone sets the bar in mature markets
• Texting, camera, location-based services
This is cloud computing
What does it mean for the enterprise?
16

17. The Big Disconnect
How can it be that I am so
powerful as a consumer and
so lame as an employee?
How disruptive will Consumer IT be
to Enterprise IT?
17

18. Enterprise Computing 2010-2020
To Systems of Record Add Systems of Engagement
Systems of Systems of
Record Engagement
Focus Transactions Interactions
Governance Command & Control Collaboration
Facts, Dates, Insights, Ideas,
Core Elements
Commitments Nuances
Single Source Open Forum for
Value
of the Truth Discovery & Dialog
Performance Accuracy & Immediacy &
Standard Completeness Accessibility
18

19. Content Management 2010-2020
Systems of Systems of
Record Engagement
Content Authored Communal
Primary Documents Recordings
Record Type (Text, Graphics) (Image, Audio, Video)
Searchability Easy Hard
User gets trained on User “knows” system from
Usability
system, follow-on support consumer experience
Accessibility Regulated & Contained Ad hoc & Open
Retention Permanent Transient
Security Privacy
Policy Focus
(Protect Assets) (Protect Users)
Enterprise Content Social Business
Management Systems
“across the chasm” “pre chasm”
19

20. Implications for IT Organizations
Systems of Systems of
Record Engagement
Command & Control Collaborative
Transaction-oriented Interaction-oriented
Data-centric User-centric
User learns system System learns user
Security is a key issue Privacy is a key issue
These are big, big changes
Where does one start?
20

21. Systems of Engagement – Social Business Systems
Reinventing Customer Relationships – Use Cases
• Marketing Communications • Collaborative filtering
• Engaging consumers around
topics of interest • Behavioral targeting
• Gaining insights for tuning brand
messaging
• Personalized transactions
• Internet Sales • Location-based services
• Building a pipeline of interested • Predictive analytics
prospects
• Making timely offers to targeted • Machine learning
prospects
• Fraud detection
• Customer Service & Support
• Higher percentage of non-
• Multi-channel engagement
assisted support transactions • Social networking
• Greater customer satisfaction
with digital support systems • With more to come . . . .
21

22. Systems of Engagement – Social Business Systems
Increasing Operating Flexibility – Use Cases
• Virtual Collocation & Time Zone • Enterprise Facebook
Mitigation
• Enterprise YouTube
• Cross-functional programs
• Multi-location projects • Enterprise Twitter
• Wisdom of Experts • Global presence detection
• Escalated case management
• On-demand conferencing
• Process trouble-shooting
• Knowledge Capture & Reuse • Telepresence everywhere
• Problem/Solution reuse • Mobile access to everything
• Playbooks to scale • Global search
• Complex project management
• Product launches
• Community content
management
• Alpha & beta site management
• With more revolutionary
applications to come . . . .
22

23. “Why
is
it
that
I
know
more
about
what
my
High
School
girlfriend
had
for
dinner
than
what
is
going
on
in
my
organiza[on?”
Tony
Zingale,
CEO
Jive

24. What
are
the
implica,ons
of
these
forces
for
records
managers?

25. Hunh?

26. Source:
h3p://www.cloudave.com/631/maslow-­‐s-­‐hierarchy-­‐of-­‐enterprise-­‐2-­‐0-­‐roi/

27. Crazy
ExpectaCons.

28. Crazy
ExpectaCons
“In
the
future
it
is
more
likely
that
companies
will
be
required
to
retain
all
digital
files,
and
insure
their
accuracy,
than
to
delete
them.”

29. Policy
Lags
PracCce.
Source
=
h3p://finance.yahoo.com/news/Foreclosure-­‐Fraud-­‐Its-­‐Worse-­‐cnbc-­‐130283304.html?x=0

30. Social
RealiCes.

31. Social
RealiCes
“Who
is
going
to
tell
a
4
star
general
that
they
have
only
rated
his
content
with
1
star?”
Dux
Raymond
Sy

32. Trusted
InformaCon?

33. 90%
of
corporate
memory
exists
on
paper.
The
average
document
gets
copied
19
[mes.
Companies
spend
an
es[mated
$20
in
labor
to
file
a
document,
$120
in
labor
to
find
a
misfiled
document,
and
$220
in
labor
to
reproduce
a
lost
document.
Professionals
spend
5-­‐15%
of
their
[me
reading
informa[on,
but
spend
50%
looking
for
it.

34. A
case
study…

36. Are
social
media
ini[a[ves
documented
in
81%
your
state’s
IT
strategic
plan
or
NO
CIO
business
plan?
Source:
Friends,
Followers,
Feeds,
NASCIO

37. Social
adop[on
is
primarily
through…
98%
Free
technologies
Source:
Friends,
Followers,
Feeds,
NASCIO

44. Social
media
sites
may
contain
communicaCons
sent
to
or
received
by
state
employees,
and
such
communica[ons
are
therefore
public
records
subject
to
State
Records
Reten[on
requirements.
These
retenCon
requirements
apply
regardless
of
the
form
of
the
record
(digital
text,
photos,
audio,
or
video,
for
example).
Texas
social
media
policy
-­‐-­‐
h3p://www.texas.gov/en/about/pages/social-­‐media-­‐policy.aspx

45. Record
Reten[on:
Texas.gov
content
[i.e.,
social
content
on
external
sites]
will
be
archived
and
retained
for
the
required
period
of
Cme
in
accordance
with
the
DIR
Records
RetenCon
Schedule.

46. Hmmmm…

48. Complaints
received
by
an
agency
from
the
public
concerning
the
agency
and
records
pertaining
to
the
resolu[on
of
the
complaint.
Reten[on
=
Resolu[on
+
2
years

49. Incoming/outgoing
and
internal
correspondence
pertaining
to
the
formula[on,
planning,
implementa[on,
interpreta[on,
modifica[on,
or
redefini[on
of
the
programs,
services,
or
projects
of
an
agency
and
the
administra[ve
regula[ons,
policies,
and
procedures
that
govern
them.
Reten[on
=
3
years

50. Non-­‐administra[ve
incoming/outgoing
and
internal
correspondence,
in
any
media,
pertaining
to
or
arising
from
the
rou[ne
opera[ons
of
the
policies,
programs,
services,
or
projects
of
an
agency.
Reten[on
=
1
year

51. News,
press
releases,
or
any
public
rela[ons
files
maintained
or
issued
by
an
agency.
Includes
print,
electronic,
audio,
and
audiovisual
records.
Reten[on
=
2
years

52. Dear
Sir/Madam,
In
1995
as
a
Greek
military
person
I
visited
Aus[n
and
I
had
the
honor
to
be
commissioned
as
''Honorary
Texan”
by
the
STATE
OF
TEXAS
(27th
day
of
October,
A.D.
1995).
Thus,
I
would
kindly
request
to
be
informed
about
the
gravity
of
the
previously
men[oned
award,
the
rights,
privileges
.etc,
if
any.

54. Dear
Sir/Madam:
I
am
looking
into
star[ng
a
goat
dairy
farm
,
what
licenses
do
I
need
and
where
can
I
find
the
guidelines
for
inspec[on
of
milking
parlor,
and
regula[ons?

55. Do
these
need
to
be
kept?

56. How
long
do
these
need
to
be
kept?

57. How
does
this
informaCon
move
from
external
sites
to
state
archives?

58. Whose
job
is
it
to
do
this?

59. Will
this
really
ever
get
done?

60. What
are
the
implicaCons?

61. How
can
records
managers
play
a
meaningful
role
in
the
coming
world
without
geTng
in
the
way?

62. Source:
h3p://commons.wikimedia.org/wiki/File:Canary.jpg

64. What
would
1. Appropriate
TOS
enable
your
2. EducaCon
government
to
3. Policies/
guidelines
advance
the
use
4. Training
of
social
5. RM/FOI
technologies?
soluCons
Source:
Friends,
Followers,
Feeds,
NASCIO

65. Systems of Record and Systems of Engagement
• Systems of Record create efficiency
• Impossible to do global commerce without them
• Focus on cost, quality, and contractual commitments
• Systems of Engagement create effectiveness
• Address the complexities of global business relationships
• Focus on time, innovation, and personal commitments
• Systems of Record need Systems of Engagement
• Troubleshoot the exception conditions
• Systems of Engagement need Systems of Record
• Access the relevant fact base
• Correct architecture
• Systems of Engagement operating on top of and in touch with
Systems of Records
• This is where the evolution in infrastructure comes in
65

66. Records
• johnmancini@AIIM.org
Management
in
• Twi3er
=
jmancini77
• Blog
=
Digital
Landfill
the
Age
of
(aiim.typepad.com)
Facebook
• 8
things
e-­‐books
=
aiim.org/8things
A
new
golden
age
for
• Facebook
=
Records
Managers
or
the
facebook.com/
beginning
of
the
end?
jmancini77
• LinkedIn
=
linkedin.com/
in/jmancini77
Thank
you!

67. aiim.org/research

68. Free
ebooks-­‐-­‐
aiim.org/8things

69. hep://www.aiim.org/training

71. Records
• johnmancini@AIIM.org
Management
in
• Twi3er
=
jmancini77
• Blog
=
Digital
Landfill
the
Age
of
(aiim.typepad.com)
Facebook
• 8
things
e-­‐books
=
aiim.org/8things
A
new
golden
age
for
• Facebook
=
Records
Managers
or
the
facebook.com/
beginning
of
the
end?
jmancini77
• LinkedIn
=
linkedin.com/
in/jmancini77
Thank
you!