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Information Management September/October 2015 IM : Page 44

TECH TRENDS of users’ identities or metadata and does not validate the information they post online. Twitter also states that retention of the information varies depending on its perception of the in-formation’s value to users or for vary-ing system administration purposes. Twitter information will be pro-duced as text files in word proces -sor compatible format, and users are cautioned that some images seen on Twitter may be hosted on third-party systems. The company also cautions that cost reimbursement may be re-quested for some types of information. Twitter, like Facebook, has a well-developed policy for law enforcement al complexities involved in capturing, storing, and retaining social media records, many organizations prefer to enlist the aid of third-party organiza-tions with experience and expertise in the arena. As discussed in the ARMA Interna-tional Newswire article “Scheindlin Is-sues Landmark Opinion on Custodian Self-Collection,” there is considerable professional debate and discussion as to how advisable it is to employ “cus-todian self-collection” in e-discovery activities during litigation. While re-cords custodians may be the best in-formed about the nature, content, and locations of electronic records, they tion’s employees must be subject to the same policies as for the use of in-ternally hosted systems. However, as mentioned earlier, information stored on externally hosted and administered computer systems will be managed based on the dictates of the social media system owner unless there are specifically negotiated EULAs and SLAs that ensure compliance with expected IG policies. The best practice for any organi-zation today is to take initiative in arranging for technology solutions to preserve social media online records. This will ensure that the records’ content, metadata, and formats to be Due to geographically dispersed users, social media application data must be distributed across many geographically dispersed servers to maximize data retrieval speed and promote data redundancy. organizations to request information. Users who are the subject of a law enforcement request for information will be notified. are often only marginally prepared to accurately collect records and could have inherent conflicts of interest in doing so. The challenges of capturing so-cial media records may indicate the best solution in many cases is to re-tain third-party vendors of software, hardware, and data collection services. Vendors of such services can operate on behalf of users to make requests for records, capture records, and store them in a dedicated repository for ar-chiving and retention. This can be performed occasionally or through a social media application style interface so users’ data can be accessed in a manner that creates the look and feel of the original social media system. Though these services come at a price, the costs of collection, storage, and retrieval may be more easily managed than the costs of self-collection and local data storage. preserved are designed in advance to meet the needs of specific records for the IG program. It is best for most organizations to employ these practices: 1. Enforce IG policies that distinguish employees’ personal and work-re-lated use of social media. 2. Ensure that IG issues are encom-passed by contracts with vendors of cloud-based services. Design or modify EULAs and SLAs to be in compliance with IG program plans. 3. Create data maps for e-discovery initiatives to incorporate social media applications. 4. Consider outsourcing the collec-tion, storage, and production of so-cial media records for e-discovery. Above all of these, the best practice for effective IG of social media is to do comprehensive advanced planning for its governance before the organization begins using it. END John T. Phillips, CRM, CDIA, FAI, can be con-tacted at . See his bio on page 47. Decision to Outsource There are different considerations for storing data in social media appli-cations than for single server content management applications. Due to geographically dispersed users, so-cial media application data must be distributed across many geographi-cally dispersed servers to maximize data retrieval speed and promote data redundancy. There also are no universally ac-cepted data formats or processes for social media records retention due to the tremendous variety and scale of the technologies and data stores used to operate social media applications. (See the sidebar “Cloud Database Management System Architecture” for technical information about three of the prevalent database management systems.) Due to the technical and procedur-Best Practices for Using Social Media Social media use by an organiza-44 SEPTEMBER/OCTOBER 2015 INFORMATIONMANAGEMENT

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