Unless you’re an octogenarian living in rural Uzbekistan[i] you’ve likely seen the meteoric rise of social media over the last decade. Even beyond hyper-texting teens, businesses too are taking advantage of this relatively new form function to engage with their more technically savvy customers. Recently, Symantec held its first “Twitter Chat” on the topic of information governance (fondly referred to on Twitter as #InfoGov). For those not familiar with the concept, a Twitter Chat is a virtual discussion held on Twitter using a specific hashtag – in this case #IGChat. At a set date and time, parties interested in the topic log into Twitter and start participating in the fireworks on the designated hashtag.
“Fireworks” may be a bit overstated, but given that the moderators (eDiscovery Counsel at Symantec) and participants were limited to 140 characters, the “conversation” was certainly frenetic. Despite the fast pace, one benefit of a Twitter Chat is that you can communicate with shortened web links, as a way to share and discuss content beyond the severely limited word count. During this somewhat staccato discussion, we found the conversation to take some interesting twists and turns, which I thought I’d excerpt (and expound upon[ii]) in this blog.
Whether in a Twitter Chat or otherwise, once the discussion of information governance begins everyone wants to know where to start. The #IGChat was no different.
- Where to begin? While there wasn’t consensus per se on a good starting place, one cogent remark out of the blocks was: “The best way to start is to come up with an agreed upon definition — Gartner’s is here t.co/HtGTWN2g.” While the Gartner definition is a good starting place, there are others out there that are more concise. The eDiscovery Journal Group has a good one as well: “Information Governance is a comprehensive program of controls, processes, and technologies designed to help organizations maximize the value of information assets while minimizing associated risks and costs.” Regardless of the precise definition, it’s definitely worth the cycles to rally around a set construct that works for your organization.
- Who’s on board? The next topic centered around trying to find the right folks organizationally to participate in the information governance initiative. InfoGovlawyer chimed in: “Seems to me like key #infogov players should include IT, Compliance, Legal, Security reps.” Then, PhilipFavro suggested that the “[r]ight team would likely include IT, legal, records managers, pertinent business units and compliance.” Similar to the previous question, at this stage in the information governance maturation process, there isn’t a single, right answer. More importantly, the team needs to have stakeholders from at least Legal and IT, while bringing in participants from other affected constituencies (Infosec, Records, Risk, Compliance, etc.) – basically, anyone interested in maximizing the value of information while reducing the associated risks.
- Where’s the ROI? McManusNYLJ queried: “Do you think #eDiscovery, #archiving and compliance-related technology provide ample ROI? Why or why not?” Here, the comments came in fast and furious. One participant pointed out that case law can be helpful in showing the risk reduction: “Great case showing the value of an upstream archive – Danny Lynn t.co/dcReu4Qg.” AlliWalt chimed in: “Yes, one event can set your company back millions…just look at the Dupont v. Kolon case… ROI is very real.” Another noted that “Orgs that take a proactive approach to #eDiscovery requests report a 64% faster response time, 2.3x higher success rate.” And, “these same orgs were 78% less likely to be sanctioned and 47% less likely to be legally compromised t.co/5dLRUyq6.” ROI for information governance seemed to be a nut that can be cracked any number of ways, ranging from risk reduction (via sanctions and adverse legal decisions) to better preparation. Here too, an organization’s particular sensitivities should come into play since all entities won’t have the same concerns about risk reduction, for example.
- Getting Granular. Pegduncan, an active subject matter expert on the topic, noted that showing ROI was the right idea, but not always easy to demonstrate: “But you have to get their attention. Hard to do when IT is facing funding challenges.” This is when granular eDiscovery costs were mentioned: “EDD costs $3 -18k per gig (Rand survey) and should wake up most – adds up w/ large orgs having 147 matters at once.” Peg wasn’t that easily convinced: “Agreed that EDD costs are part of biz case, but .. it’s the problem of discretionary vs non-discretionary spending.”
- Tools Play a Role. One participant asked: “what about tools for e-mail thread analysis, de-duplication, near de-duplication – are these applicable to #infogov?” A participant noted that “in the future we will see tools like #DLP and #predictivecoding used for #infogov auto-classification – more on DLP here: t.co/ktDl5ULe.” Pegduncan chimed in that “DLP=Data Loss Prevention. Link to Clearwell’s post on Auto-Classification & DLP t.co/ITMByhbj.”
With a concept as broad and complex as information governance, it’s truly amazing that a cogent “conversation” can take place in a series of 140 character tweets. As the Twitter Chat demonstrates, the information governance concept continues to evolve and is doing so through discussions like this one via a social media platform. As with many of the key information governance themes (Ownership, ROI, Definition, etc.) there isn’t a right answer at this stage, but that isn’t an excuse for not asking the critical questions. “Sooner started, sooner finished” is a motto that will serve many organizations well in these exciting times. And, for folks who say they can’t spare the time, they’d be amazed what they can learn in 140 characters.
Mark your calendars and track your Twitter hashtags now: The next #IGChat will be held on July 26 @ 10am PT.
[i] I’ve never been to rural Uzbekistan, but it just sounded remote. So, my apologies if there’s a world class internet infrastructure there where the denizens tweet prolifically. Given that’s it’s one (of two) double landlocked countries in the world it seemed like an easy target. Uzbeks please feel free to use the comment field and set me straight.
[ii] Minor edits were made to select tweets, but generally the shortened Twitter grammar wasn’t changed.