"Final" draft of a presentation I will be giving at the ARMA Conference in Orlando.

1. A Case Study:Establishing Wiki & Blog Governance Jason C. Stearns, CRM Corporate Vice President Corporate Records Manager New York Life Insurance Company EducationCode: SV02-2179

2. Learning Objectives Upon completion of this session, participants will be able to: Identify key players and best practices for establishing governance and policy Determine the appropriate steps for initiating a governance committee and working group

4. Determine how to balance the competing needs of RIM, Legal, Compliance, IT and lines of businessUpon completion of this session, participants will be able to:

5. What We’ll Cover Overview of Wikis, Blogs and Governance A “Snapshot” of New York Life The Governance Working Group Specific Requirements and Focus of Key Participants Challenges Faced Suggest Steps Looking Ahead – The Social Tools of Web 2.0

6. What is a Wiki?

7. A wiki is a Web site that allows users to add and update content on the site using their own Web browser. This is made possible by Wiki software that runs on the Web server. Wikis end up being created mainly by a collaborative effort of the site visitors.

8. What is a Blog?

9. Short for "Web Log," this term refers to a list of journal entries posted on a Web page. Blogs are typically updated daily, monthly, or anywhere in between.

10. A wiki is a symphony. A blog is a solo.

11. Governance Establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. It includes the mechanisms required to balance the powers of the members (with the associated accountability), and their primary duty of enhancing the prosperity and viability of the organization.

13. Document collaboration

14. Project Management

15. Directories

16. Corporate Encyclopedias

18. Knowledge Sharing

19. Project Management

20. Company/Departmental News Sites

21. Subject Matter Expert Resources

23. 300 US Locations

24. 20,000 US Employees & Agents

26. Executive Management Committee Corporate Information Executive Team Corporate Records Management Chairmen, President & CEO Areas of Support & Coordination

27. NYL Business Drivers Employees already use the technology Business Areas “want it” Knowledge Management initiatives Enhanced collaboration Corporate Green Strategy Senior Executive support of Web 2.0 technologies

28. Executive Support “Prohibition is not an option.” -Ted Mathas President, Chairman & CEO

30. Chief Privacy Officer

31. Corporate Records Manager

32. IT Infrastructure – 2

33. Corporate Internet – 2

34. Business Resilience – 2E-Records (IT) – 2 Compliance – 4 Pilot Group – 2 Legal – 2

35. Working Group’s Goals Develop Policy, Standards & Procedures Establish Ongoing Governance Structure Propose Surveillance Framework Formulate Usage Guidelines Create Templates

37. Content Ownership

38. User Responsibilities

39. Records Management Requirements

40. E-discovery Issues

41. Surveillance Requirements

42. Privacy Issues

43. Information Security Issues

45. Common terminology

46. Company specific terminology

47. Surveillance process

49. Corporate Culture issues

50. Basic “How To’s”

51. Internal v. External behavior

53. Shortens set up time

54. Prefilled with example content

55. Encourages participation

56. Adheres to intranet design standardsAddresses: Format standards Acceptable content Approved subjects Includes Technical “How To’s”

57. Requirements & Focus Legal eDiscovery and Preservation General litigation Personnel issues Indexed and Searchable Support of various search methodologies Ability to leverage holds

58. Requirements & Focus Compliance Surveillance of Electronic Communications Regulations require that certain eCommunications must be: Reviewed, Retained & Retrievable –or – Restricted Marketing Materials Regulations require a process for the review, approval, expiration and retention

59. Requirements & Focus Information Technology Security Encryption, passwords, external access Architecture Standards Web servers, integration, redundancies Support Business Areas v. IT Technical v. “How To”

60. Requirements & Focus Business Areas Ease of Use Training WYSIWYG Facilitate Collaboration Intradepartmental Interdepartmental Ethical walls Aligned with Business Goals

61. Requirements & Focus Records Management Records All records created must meet corporate standards for retention WORM Non-records Auto-deletion/expiration Timing Holds

62. Requirements & Focus The “Grid” To track the various issues for each area a spreadsheet was developed to track the “pieces.” Extremely useful for identifying common requirements Foundation for project roadmap Helps in prioritizing needs

64. New language and terminology

65. A myriad of tools and services

67. One too many distractions?

69. Policies, procedures, rules?

70. Drafts, work in progress, notes?

72. Marketing materials

74. When do they “become” records?

75. Who is the record owner?

77. No true ECM

79. The “chicken or the egg”?

80. Rapidly changing technologies

82. The Steps Assess the Need Do business areas want the technology? Is anyone already using it? What are the anticipated uses? What are the expected benefits? Is there a willing sponsor? Is there an eager pilot group for testing?

83. The Steps Obtain executive support Do they understand the technology and/or its potential impacts? Are they a “true believer”? The “higher” the better Will they be actively involved or just provided support? Are they an “influencer”?

84. The Steps Determine The Focus Wikis, blogs, other social web tools? Internal or external? What are the anticipated uses? Who are the expected users?

85. The Steps Identify the Players RIM Legal IT Compliance Business Area/Pilot Group HR Communications Senior management ???

86. The Steps Decide on the Goals Policy, procedures, guidelines, etc. Do you need a governance framework? Regulatory considerations? Litigation experience? Pilots and tests? Use SMART goals

87. The Steps GOALS

88. The Steps Meetings & More Meetings Have one chairperson, coordinator, lead, etc. Set a regular meeting schedule and stick to it Every meeting should have an agenda Divide up the work Be flexible Circulate meeting summaries or minutes for anyone that could not attend Keep an eye on your deliverables and due dates

89. The Steps Create Drafts Divide up the work Create a central contact person for compiling the draft Unify tone of all documents Decide on responsibilities, roles, authority, etc. Circulate the draft and collect feedback from outside the working group Watch deadlines and due dates

90. The Steps Form the Governance Body Identify the players Set a meeting schedule Educate any new members Design the review, approval and monitoring processes Announce

91. The Steps Publish Develop a communications strategy Target senior executives and department heads Use intranet, email, memos, mailers, etc. Consider meetings, FAQs, other events Design a targeted internal marketing effort

92. The Steps Review & Revise Monitor changes in how tools are used Watch technology developments Revise documentation as needed Go through the original steps to ensure consistency

93. Looking Ahead Wiki’s and Blogs are just some of the Web 2.0 technologies that are changing how we do business and that are having an impact on Records and Information Management. ARE YOU PREPARED?

96. Thank you! Jason C. Stearns, CRM jasoncstearns@mac.com jasonstearnscrm jasoncstearns

97. A Case Study: Establishing Wiki & Blog Governance Please Complete Your Session Evaluation Jason C. Stearns, CRM Corporate Vice President Corporate Records Manager New York Life Insurance Company EducationCode: SV02-2179