July 29, 2014
One of the information governance surprises from the first half of 2014 has been the emergence of enterprise social. While our typical infogov discussions usually focus on compliance officers, legal staff, and records managers, the enterprise social topic (e.g. Salesforce Chatter) has been expanding our discussions into the areas involving business intelligence, enterprise apps, collaboration, and sales operations. The reasons behind the broader functional interest in the capture and archiving of Salesforce Chatter are clear, which we will summarize here.
- For IT messaging teams, Salesforce is an established system of record and an existing part of the IT fabric, unlike use of public social media that requires changes to processes, training, and policies. For IT decision makers, enabling new features on existing applications with known security capabilities, support processes, and existing contracts is significantly easier than deploying emerging, public social channels. Topics of interest have centered on the processes for deployment, as well as understanding what additional on-going burdens are created for IT staff in managing the use of Chatter’s collaborative features
- For Sales & Marketing teams, the use of enterprise social increases the value they can gain from this existing asset – whether it is using Chatter to collaborate on multi-national sales opportunities, share customer information with sales channels, or simply use Salesforce to improve communication efficiency with prospects. Sales and marketing management are typically driving requirements for Salesforce Chatter archiving projects given the objectives to directly impact productivity and sales results, while sales operations has been most typically been asking about administrative impact, user registration, and on-going management processes
- For Compliance teams, most recognize that the use of Chatter creates yet another form of communication that must be controlled. In addition to helping them to stay on top of quickly moving regulatory requirements, our discussions have most often focused on what specific Chatter content is captured, how that content is captured (e.g. complete, time slice, incremental), and if existing compliance tools and processes can be leveraged to address potential regulatory concerns
- For Legal teams, few have indicated that they have existing litigation involving the use of social, but it seems to be clear to most that FRCP rules define social media to be discoverable as any other form of electronically stored information (ESI). In that light, enabling the use of Chatter raises questions of how that information would be identified and collected if requested for eDiscovery, how the method of capture could reduce common concerns over how one can attest to the authenticity of social at trial, and what would be required to extract and produce social content that is stored in the cloud
In spite of the differences in these functional perspectives across industries, we are seeing a consistent pattern where sales & marketing are creating the compelling business cases and defining requirements – that then require the sign-off from compliance and legal teams over eDiscovery and regulatory risk. What is clear is that many solutions in the market lack the capabilities to sufficiently address the legal and regulatory concerns, be it:
- methods used to collect content are not complete or comprehensive;
- dependence of manual methods to map social identities to Active Directory information;
- use of data storage that does not ensure information is stored immutably according to defined retention requirements;
- data privacy and/or data security capabilities that do not meet internal IT standards
- review of social content for regulatory or legal purposes requires the deployment of new tools and costly and time consuming data migration
How Proofpoint Helps To Meet These Requirements
Proofpoint’s Archiving for Chatter, a module of the Social Platform for Archiving, is a cloud-based service that is quick to deploy and works seamlessly with the archiving and compliance solution that you already have in place, thereby eliminating the need to manage multiple tools for electronic communication compliance. Proofpoint Archiver for Chatter archives all Chatter-related conversational content, by converting user content to email form in real-time - even if a user deletes that content. All elements related to that post are captured, including the full conversation thread and all parties involved in the communication. This enables the compliance officer to view the entire context of the content in each captured item, enabling fast and efficient compliance review in light of requirements set forth by the SEC, FINRA, EPA, HIPAA and other regulatory entities.
To help demonstrate these benefits, Proofpoint utilizes an established proof-of-concept process that can quickly demonstrate the solution’s ease of deployment and on-going hassle-free operation. For more information – or to request a proof-of-concept, please visit http://www.proofpoint.com/products/archive-governance/social-platform
Robert Cruz is Senior Director of eDiscovery and Information Governance, bringing 20+ years of Silicon Valley based subject matter expertise in the areas of eDiscovery and regulatory compliance. He works with Proofpoint customers via workshops, seminars, and industry conferences to share best practices and review changes in regulatory environments. He previously held similar posts within the ECM and eDiscovery markets, and holds an MBA from Stanford University.
Christopher Ricciuti is Vice President of Financial Services Archiving Solutions at Proofpoint, where he brings 10+ years of Financial Services industry experience. He focuses mainly on helping regulated organizations leverage next-gen communication technologies, such as social media, while maintaining regulatory compliance. Prior to Proofpoint, Christopher worked as a CTO on Wall Street and founded eDynamics, a social media compliance start-up. He holds an MBA from Babson College.