An article on eDiscovery Journal by Barry Murphy called A Real Experience With Social Media Archiving draws attention to the difficulty of finding empirical evidence about social media collection and preservation. There is not much of it about, although pretty well everyone seems to agree that this is the next source of information which is not only potentially discoverable but which holds risk and benefit in equal measure.
Barry Murphy refers to some providers of social media collection / preservation / archiving. You might like to arrange for a demonstration from one of them, if only to find out what you may be missing – as in completely overlooking – in terms of evidence.
Finding evidence is what matters to the eDiscovery / eDisclosure people who form the bulk of my readership. There are other and more positive reasons for needing to keep on top of social media interaction. As an example from my own experience, I have a long-running difficulty with my mobile phone provider. My only too large sample of its support staff suggests that the prime qualifications for working there are indifference, stupidity and lack of customer empathy in equal measure. I vented my frustration on Twitter yesterday and the company – or at least its Twitter support people – replied.
One of my tweets read “If you have someone of at least average IQ, willing to read old notes and take ownership of the problem you could save 3 contracts”. The reply reads “If you need us we can see this to a resolution for you”.
If I were responsible for support at this outfit I would cherish this means of bypassing the deadheads on front-line support. I would by now have traced this complaint to the relevant support record and set someone intelligent to the task of solving the problem. It would be possible to turn this very public complaint into an equally public piece of good publicity. You cannot do that if you do not have some means of tracking, capturing and following up the social media interactions.