Friending A Social Media Upsurge

Social media and its methods of communication have swept over companies and organizations. What started as mostly personal communication has merged into the work world, leaving those who are responsible for managing records scrambling to figure out how to deal with social media communications.

Darren Knipp, chief technology officer for enterprise content management software maker Perceptive Software, has been giving the matter lots of thought.

He says that those organizations that think they can block the onslaught of social media will be foiled by employees who will find workarounds to use the tools they find so important. Customers are going to increasingly expect organizations to use some of the same tools to make it easier to do business.

Knipp says enterprise content management will not only help organizations with governance of the information derived through social media but it will help them put that content into the context of their business processes and so improve customer satisfaction.

"I think the pervasiveness of how these social tools can be taken advantage of for the business and the individual is compelling," Knipp said. "I think finally we are going to be able to tap into what is the human network, if you will."

Watch the video to hear more of what Knipp is thinking.