Social media archive chain of responsibility ????

As more and more organisations adopt social media as a core communication tool, they also find themselves facing a range of risks and obligations that they didn’t need to consider before. 

Teams are often familiar with the tools available for publishing, monitoring and even audience analysis.But what about archiving your social media channels? 

We’re all getting better at working with social media, and reaching the people who include it (or even prefer it) as a way of communicating with organisations like yours.  

How a social media archive works

The risks associated with this extremely effective communication tool called ‘social media’ are the same as any of the communication tools used by your organisation. You probably have systems in place to preserve and securely store conversations from your other comms channels, including phone, website contact and enquiry forms, community forums and of course email.

Social media records are complex and one quick look at what an archive consists of, can easily push the whole idea of having one into the ‘too hard basket’. 

When you consider keeping track of the text, any attached images, links and metadata, the task to archive doesn’t look so simple. Especially as conversations are at the core of social media interactions, an archive also needs to capture context. An archived comment needs to be associated with the original post and other related comments. This is why an automated solution like Brolly’s is a proven way to save time and money. 

✨✨ Check out this article on manual archiving vs. a Brolly archive now ✅ 

A social media archive does for social media what you already do for records in your other communication channels. It keeps your records intact and secure, including a true record of any that might have been deleted from their original channel. 

Once you look at an archive this way, you’re probably wondering why you don’t already have one! 

Who manages your social media archive? 

Your records team

A social media archive is a collection of records captured to ensure your organisation is managing risk and staying compliant with recordkeeping laws, internal policies and records management best practice.  So it makes sense for your records management team to have day-to-day access to your Brolly archive.

Your social media team

Social media posts and comments are a type of communication and your social media accounts will need to be connected to Brolly by an authorised user of the relevant channel. For example your Facebook page must be connected to Brolly by someone with admin or editor access to the page. Your social media team will also find value in the richness of a consolidated archive and all the data included in it. So it makes sense for your communications team to have day to day access to your social media archive. 

Your customer service team

For many organisations, the conversations on social media perform a customer service function. Social media is how people report issues and provide feedback, including complaints. Social media is also likely to be one of the places where you make emergency announcements and launch campaigns for products or services.  So it makes sense for your customer service team to be able to access your Brolly feed and generate exports. 

Your ITC and leadership teams

Your archive is part of your organisation’s ‘technology stack’ (all the technology apps and platforms you use), so for that reason your leadership team and your IT team should all know that Brolly is in place and the value that it offers.  Get them involved too.