Talking technology – content management

Even the smallest organisation needs to actively manage its content

There was a time, in the not so dim and distant past, when businesses expected technology to make life easier for them. The reality has turned out to be very different, and information overload has become the order of the day. Blogs, e-mails, videos, instant messages (IM), documents, web pages – the variety and quantity of unstructured content we produce and consume has never been greater, and even the smallest organisation needs to actively manage it.

Not doing so can create all sorts of problems. Blogs that give away corporate secrets, IM systems that create a gateway for malware, e-mails that lead to costly litigation and fines, staff who waste time visiting social networking sites, and corporate computer systems that are slowed down by the processing burden, are just a few examples.

Some of you will already be well aware of such events and of the negative impact they can have on employers and employees, but those who are not should get to know any guidelines their employer has in place, or do some background reading. In online news feeds and traditional print media you can find plenty of topical coverage on issues such as blogs and social networking sites, and get an idea of the typical employer’s perspective – something which can be hard to discern in the workplace.

Dealing with these issues is no small undertaking, whether you are the biggest oil company in Nigeria or the smallest accountancy firm in Kuala Lumpur. Because technology moves at such a rapid rate, many companies struggle to keep up, and policies and procedures are developed haphazardly, if at all. But all of these potential problem areas must be addressed if organisations are to avoid a range of unpleasant side-effects – and if you think this has nothing to do with finance, think again.

In many organisations, IT and systems are overseen by the finance function, and even where this isn’t the case, it’s prudent for the finance team to keep a watching brief, because the consequences of not doing so can have a direct impact on the financial health of the business, as Chevron, Ingersoll Rand, and various other companies have found to their cost. The US oil company Chevron had to pay US$2.2m to four female employees who were ‘offended’ by the circulation of an e-mail joke. And after 1.8 million people watched a blogger’s video showing Ingersoll Rand locks being opened with a ballpoint pen, the manufacturer had to offer a ‘free’ exchange programme for customers at an estimated cost of US$10m.

While it is impossible to prevent the latter by introducing a ‘content management policy’, or by updating an existing computer use policy, the e-mail liability issue – and many other similar problems – can be prevented with appropriate guidelines and increased staff awareness. Organisations with policies in place need to ensure that they are revisited regularly and updated to reflect new and emerging technologies; and organisations that don’t have appropriate guidelines need to catch up fast. 

 

"In many organisations, IT and systems are overseen by the finance function, and even where this isn’t the case, it’s prudent for the finance team to keep a watching brief"