RM 2.0: RECORDS MANAGEMENT IN A WEB 2.0 WORLD Sacramento Chapter of ARMA Sacramento, California June 2, 2010

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RM 2.0 RECORDS MANAGEMENT IN A WEB 2.0
WORLDSacramento Chapter of ARMASacramento,
CaliforniaJune 2, 2010

• Dr. Mark Langemo, CRM, FAI
• Professor Emeritus
• Information Systems and Business Education
• College of Business and Public Administration
• University of North Dakota

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Welcome to Sacramento ARMA and to todays
luncheon!

• We are pleased that YOU are here with us!
• --------------------------------------------------
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Who Am I ?Dr. Mark Langemo, CRM, FAI

• RM Guy!
• Experienced Veteran (43 years in records
  management and IM)
• Professor Emeritus at UND (retired in 1999
  after 27 years)
• Over 600 RIM consultations, seminars,
  executive briefings
• Author or co-author of RIM books and other
  publications
• Treasures time with wife Diane, 3 sons 3
  daughters-in-law
• Grandpa Mark to grandchildren Zoe, Abby,
  Kyler, Luke Tanner
• Has office at UND splits time between ND,
  MN, and Florida
• More or less been there and done that in
  records management
• Striving to be a senior RIM resource to our
  profession.
• 38th ARMA International Conference and 36th as
  a speaker
• --------------------------------------------------
  --------------------------------------------------

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Stark reality today

• The MANAGEMENT OF INFORMATION is changing so
  rapidly that records managers, IT professionals,
  business and government leaders, academics,
  practitioners, researchers, and authors are all
  having difficult times staying current!
• Business and government use of the World Wide Web
  is expanding exponentially!

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Leadership is neededmore than ever in history
primarily from

• Records management professionals
• IT professionals

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What is Web 2.0?

• Is Web 2.0 real or is it a meaningless
  marketing buzzword?
• Or, is it new conventional wisdom about using and
  managing information?
• Most leaders in records management and IT are
  struggling to understand Web 2.0
• Implications for RM and IT are evolving!
• Lets learn some Web 2.0 fundamentals!

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Is Web 2.0 a Records ManagementWild Wild West?

• Some wild-eyed enthusiasts hail it as the
  solution to all information management problems!
• Some have suggested that Web 2.0 will result in
  the death of records management as a discipline!

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My senseas a career optimist is that ..

• .. UNTIL NOW, COMPARATIVELY SPEAKING,
  ESTABLISHING AND MANAGING SUCCESSFUL RECORDS
  MANAGEMENT PROGRAMS HAS BEEN EASY!!!
• -----------------------------------------

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But, Im here to tell you that records managers
can leverage Web 2.0 to their
organizationsand their ownbenefits!

• Use of Web 2-0 must be managed by somebody!
• IT professionals arent educated and experienced
  to manage Web 2.0 alone!
• This is another scenario in which RM-IT
  collaboration will be essential!

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Whats the history of Web 2.0?

• Term first used in front of a large audience in
  a December 2003 InfoWorld article by Executive
  Editor Eric Knorr.
• Some say origin was a brainstorming conference
  between Tim OReilly and Dale Dougherty of
  OReilly Media, Inc., and MediaLive International
  people in early 2004.
• Others suggesting they presented it earlier!
• Regardless, Web 2.0 is quite new to IM!

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Definition of Web 2.0

• Web 2.0 refers to a perceived second generation
  of web development and design, that facilitates
  communication, secure information sharing,
  interoperability, and collaboration on the World
  Wide Web. Web 2.0 concepts have led to the
  development and evolution of web-based
  communities, hosted services, and applications
  such as social-networking sites, video-sharing
  sites, wikis, blogs, and folksonomies.
• Source
  Wikipedia (May 2009)
• --------------------------------------------------
  --------------------------------------------------

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Tim OReilly (OReilly Media) defines Web 2.0
as the business revolution in the computer
industry caused by the move to the Internet as
platform, and an attempt to understand the rules
for success on that new platform.------------
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The fundamentals of Web 2.0

• World Wide Web is the platform
• Applications/data hosted by third parties
• Accessibility through web browsers
• Users run software applications through browsers
• Tools make it easy to create and use content
• Examples Google Docs Zoho Write
• Blogs and wikis enable collaboration
• Tools allow users to create and use content with
  few rules or restrictions

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Fundamentals of Web 2.0(continued)

• Users create, save, and provide their work in
  ways most useful to them
• Web 2.0 includes web development and design that
  facilitates communication, secure information
  sharing, interoperability, and collaboration
• Users own data on Web 2.0 sites and have control
  over that data
• Users can add value to applications as they use
  them

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Fundamentals of Web 2.0(continued)

• Web 2.0 sites have rich user-friendly interfaces
• Enables outsourcing by use of Web services
• Web 2.0 features easy/rich user experience, user
  participation, dynamic content, metadata, web
  standards, and scalability
• Web 2.0 concepts have resulted in web-based
  communities, hosted services applications,
  social-networking sites, blogs, and wikis
• Example free social network sites YouTube,
  Facebook, Twitter, MySpace,Flickr

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Fundamentals of Web 2.0(continued)

• Many websites now mimic desktop applicationsword
  processing, spreadsheets, slide-show
  presentations
• Example WISIWYG applications Writely
• Web 2.0 implementation increasing in business,
  government, higher education, science, public
  diplomacy, social work, others
• Sites allow openness, freedom, and use of
  collective intelligence through user
  participation
• New Web 2.0 knowledge emerging daily!

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Social networking is irresistible to many people

• Allows connecting to people who share interests
  and activities
• Enables interacting in many ways including
  blogging, email, and instant messaging
• Enable setting up customized personal profile
  with photos and live video
• Allows ongoing promotion, communication, and
  being friends with other users
• Issues include privacy, access, potential for
  misuse, and risks for child safety

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Web 2.0 is irresistible to business end users!

• Collaboration is readily possibleand easy!
• Web 2.0 tools are easy to set up!
• Theyre easy to use!
• They can be accessed from anywhere!
• Employees can create or upload documents,
  spreadsheets, wikis, blogs, and other stuff!
• Others can access, edit, download upload!
• As results, employees and organizations are
  increasingly implementing the technologies!

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Web 2.0 is irresistibleto businesses,
departments, and business/operating
units!-------------------------------------------
---------

• Users can be provisioned in minutes!
• Financial startup costs are usually low!
• No calls to IT are usually necessary!

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Ready or not. Web 2.0, a new generation of
web-based services, is changing the way people
work and the way records and documents are
created, used, and shared. Source Dr.
Bruce Dearstyne,
Information Management Journal,
July/August
2007.

• Web 2.0 is producing an array of new challenges
  for RIM professionalsincluding how to use these
  tools effectively and how to manage the creation,
  integrity, storage, access, and dissemination of
  such dynamic information.
• --------------------------------------------------
  ---------------------

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Vendors are encouraging the Web 2.0 trend .

• Microsoft and IBM have added wikis and blogging
  capabilities to enterprise applications including
  SharePoint and Lotus Quickr.
• Google and newer entrants Socialtext, PBwiki, and
  Jive Software are luring corporate users with
  freebie accounts and extremely simple deployment.
• Organizations can provision users in minutes, pay
  little and never make a call to IT!

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Many places right now, Web 2.0is like herding
cats!

• Records managers run a huge risk of being seen as
  irrelevant if they dont provide leadership in
  harnessing Web 2.0!
• IT professionals need to team with RM and get in
  front of the trend to provide sanctioned options
  enabling RM/IT management oversight!

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A Scary Scenario .

• The potential for exposure of sensitive
  information or theft of intellectual property
  runs high, as do concerns about noncompliance
  with corporate or third-party requirements as end
  users scatter sensitive information around the
  Internet!
• Source Andrew Conry-Murray, Information
  Week, April 21, 2008.
• --------------------------------------------------
  --------------------------------------------------

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Impact assessments of Web 2.0 andcollaboration
tools BENEFITS

• Why use Web 2.0 tools
• .. They support collaboration across time/space
• .. They are easily accessible and easy to use
• .. Many already have comfort level using them
• .. They are low cost (sometimes even free)
• .. They require little IT support
• .. They have very little downtime
• .. Because they are inexpensive and easy to
  use, there is little risk in trying them
• Source Jesse Wilkins, Information Management,
  Jan/Feb 2009.

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Impact assessments of Web 2.0 and collaboration
tools BENEFITS

• Web 2.0 software-as-a service products have lower
  capital costs, are easy to roll out, and can have
  low maintenance fees
• Collaboration tools can help employees do their
  jobs and boost their productivity
• Wikis let employees share best practices
• Collaboration tools can be more efficient than
  e-mail, provide repositories for information, and
  help workers stay connected and productive

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Impact assessments of Web 2.0 andcollaboration
tools RISKS

• Why not use Web 2.0 tools
• .. Information is more difficult to
  monitor/secure
• .. Service interrupts outside organizations
  control
• .. E-discovery is more difficult without physical
  access to storage media
• .. Lack of systematic control over creating,
  storing, or deleting information
• .. Loss of connectivity prevents work being done
• .. Casual nature blurs line between business and
  personal use
• Source Patrick Cunningham, CRM,
  Information Journal, Jan/Feb 2009.

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Impact assessments of Web 2.0 and collaboration
tools RISKS

• Anytime organizational information resides on
  third-party systems, risk of loss increases
• It is nearly impossible to prevent unauthorized
  use of Web 2.0 products
• Information losses or breaches may result in
  litigation, fines, and sanctions
• Failure to produce information stored outside the
  organization during legal discovery can result in
  fines or the loss of cases
• Bad PR results when info poorly managed

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The bottom line ..

• All digital information is vulnerable and will be
  requisitioned in litigationincluding data in
  blogs and wikis and files and documents stored in
  collaborative environments.
• Records managers and IT colleagues should
  collaborate with legal on policy and discovery
  issuesbefore organization is involved in
  litigation
• Critically important to develop organization-wide
  policies for the use of Web 2.0 collaborative
  tools and nonenterprise storage of information
  and records in general

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RM challenges of Web 2.0Getting Board and
managementto listen and agree that

• They cant just ignore Web 2.0
• Users will increasingly use Web 2.0 whether they
  like it or not
• Web 2.0 use has many intangible benefits but
  tangible serious risks
• Organization-wide policies need to be established
  and implemented

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RM challenges of Web 2.0

• There are Board, senior management, records
  management, IT, Legal, and user issues combined
• Leadership for Web 2.0 policies development and
  implementation should come from RM, IT, and Legal
  collaboration
• RM basics including survey/inventory, appraisal,
  classification, retention, vital records
  identification and protection, and disposition or
  archiving should be applied as possible

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RM challenges of Web 2.0

• RM and IT will need to lead in inventing,
  evolving, and applying new approaches
• RM and IT will need to collaborate to accept
  responsibilities for being information custodians
• Access to info must be provided and managed
• Security of info must be provided and managed
• Collaboration with Legal will be essential to
  preparedness for discovery and compliance
• Success or failure will depend on training

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You cant just look the other way

• Ignorance may be bliss.initially!
• But, problems start when some employee does
  something stupidor lawyers start delivering
  discovery requests!

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The major need for Web 2.0 managementin todays
organizations(after achieving RM/IT leadership
collaboration)

• ESTABLISHMENT
• AND IMPLEMENTATION OF
• ORGANIZATION-WIDE
• IM WEB 2.0
• POLICIES
• ---------------------------------------

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Is the RIM profession ready for RM 2.0?

• Records Management 2.0
• The management profession responsible for
  establishment and implementation of policies,
  concepts, systems, and procedures necessary to
  manage the capture, creation, access,
  distribution, use, storage, security, retrieval,
  and disposition or archiving of entities records
  on all media and all domain/storage/system
  locations through the life cycle of recorded
  information.
• Dr. Timothy OKeefe and Dr. Mark Langemo, CRM,
  FAI

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Differences between the definition of RM 2.0
and traditional definitions of RM may seem
minorbut they are important!

• Establishment of RM/IM policies for
  organization-wide implementation must be a major
  focus of records managers work.
• New policies, concepts, systems, and procedures
  may need to be invented an used to manage
  information in Web 2.0 environments.
• Collaboration with IT, Legal, and other RM
  stakeholders will be essential to success.

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Elements to consider when developingyour RM 2.0
policies for managing information in Web 2.0
environments

• As a foundation--secure Board, senior management,
  and stakeholder support for your RM and IT
  programs.
• Using ISO 15489 (the International Records
  Management Standard) as a benchmark, structure
  your RM program based on ARMA resources and your
  industrys best practices.

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Elements to consider for RM 2.0 policies

• Place RM program in position of strengthaligned
  with Legal and/or IT and stakeholders.
• Establish the RM leadershiprecords manager, RM
  staff, records coordinators.
• Collaborate with IT to form working partnership.
• Align the RM program with the organizations
  business plan.
• Use ITs model and align RM program with IT.
• Survey/inventory organizations existing
  information resources and work with IT to
  determine and plan information needs and systems
  needs of the entity.

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Elements to consider for RM 2.0 policies

• You could try a policy to ban Web 2.0 sites and
  tools from the organization, but it wont workat
  least for long!
• Web 2.0 tools arent going away, people want
  themso only choice is for RM IT to collaborate
  and respond!
• Establish policies about what kinds of sites are
  approved and which sites and activities are
  forbidden!
• Put appropriate Web filters and Web proxies in
  place.

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Elements to consider for RM 2.0 policies

• Establish policies that will allow but provide
  structure for and sanction employees to create,
  upload, and download documents, spreadsheets,
  wikis, and blogsand allow co-workers to access,
  edit, download, and use content.
• Provide sanctioned Web 2.0 alternatives that
  combine RM/IT oversight but make users happy.

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Elements to consider for RM 2.0 policies

• Consider policies and strategies enabling
  organizational purchase and installation of full
  suites of Web 2.0 sites/tools instead of having
  environments where individual employees or groups
  procure their own.
• Develop policies to protect against the
  development of dispersed silos of information and
  incompatibility between them.
• Establish policies to keep confidential
  information behind firewalls.

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Elements to consider for RM 2.0 policies

• As end users scatter information around the
  Internet, the potential for exposure of sensitive
  information or theft of intellectual property
  runs high! Establish policies that require use
  of collaboration applications (software) that
  include authentication, access controls, change
  logs, and methods for exporting data into the
  organizations storagewhich will help manage
  risks.

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Elements to consider for RM 2.0 policies

• Establish organization-wide policies establishing
  permission levels and access rights.
• Establish policies and implement applications
  with applications that give RM IT more control
  over content to ensure that organizational
  information gets integrated into backup and
  archiving systems.
• Some vendors allow company accounts which enable
  more RM/IT control over collaboration and use.

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Elements to consider for RM 2.0 policies

• Establish policies and sanctioned Web 2.0
  applications allowing RM/IT control over what
  sites employees will use.
• Establish policies and implement Web 2.0
  applications that require multiple-factor
  authentications (SecurID code, user name,
  password).
• Establish audit policies and implement sites and
  applications which log changes to content and be
  scrutinized by RM/IT audits.

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Elements to consider for RM 2.0 policies

• Consider policies setting use of applications
  like Microsoft SharePoint, IBM offerings, Lotus
  Connections, Lotus Quickr, BEAs CollabraSuite,
  or EMC Documentums eRoom because of their RM/IT
  management capabilities and extended security
  features.
• Remember, a challenge is to stay ahead of the
  curve of providing tools for employees so they
  dont feel compelled to find others.

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Elements to consider for RM 2.0 policies

• Develop and implement some gentle enforcement
  policies to encourage and accomplish employee use
  of sanctioned Web 2.0 tools.
• Develop employee reward policies and follow
  through to recognize employees who work with RM
  IT to achieve good organization-wide management
  of records and information resources.

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Your suggestions for RM 2.0 policies
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Training will be essential to achieving RM 2.0
and managing use of Web 2.0

• RM site on network/intranet with RM program
  description, inventories, retention schedules, RM
  procedures, FAQs, and creative resources
• Online videos on RM IT site(s) with training
  about W 2.0 policies, sanctioned uses,
  technologies, and related topics
• Periodic live dynamic face-to-face RM IT
  training about Web 2.0 use and management
• Availability for individual training and coaching

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In summary .

• Is the RIM profession ready for RM 2.0?
• Employees want Web 2.0, so it isnt just a
  trendand it is here to stay!
• Web 2.0 is making organization-wide RM more
  challenging than ever in history!
• Records managers cant do it alone!
• Collaboration with IT is absolutely essential!
• Learn Web 2.0 and its implications!
• Collaborate with IT, Legal, and stakeholders to
  implement policies enabling RM 2.0!

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Thanksto each of youindividually and all of
youcollectivelyfor being agreat audience!
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RM 2.0 RECORDS MANAGEMENTIN A WEB 2.0
WORLDYOUR QUESTIONS OR REACTIONS?Sacram
ento ARMA LuncheonJune 2, 2010Sacramento,
California--------------------------------------
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To Contact Me
Dr. Mark Langemo, CRMProfessor
EmeritusInformation Systems and Business
EducationCollege of Business and Public
AdministrationUniversity of North DakotaGrand
Forks, ND 58202701-777-3514mark_langemo_at_und.nod
ak.edu -------------------------
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