Purpose

While memory institutions' use of social media has proliferated, research and scholarly literature on risks, resulting from social media use, memory institutions' social media risk-aware culture and, in particular, social media risk management remains scant. This study addresses this knowledge gap and identifies aspects of social media risk management from other sectors that could inform the cultural heritage sector.

Design/methodology/approach

This research involves a review of the scholarly and professional literature that contribute to social media risk management discourses. These include those that discuss the different categories of social media risks, social media policies, risk-aware culture and social media risk management strategies and processes. Works discussing social media risk management models and frameworks are also included in the review. Based on the insights gained from these reviews, a pillar framework to guide social media risk management in memory institutions is developed.

Findings

The proposed framework outlines the baseline components relevant for the cultural heritage sector and underlines the evolving and continual nature of these components. Elements particularly important to memory institutions are highlighted. Notably, that social risks as a risk category must be recognised. Also noted is that the conventional apolitical stance still taken by many memory institutions need to be reviewed. The importance of memory institutions to be not overly risk-averse to the point of failing to take advantage of the affordances of social media platforms, thereby stifling potential innovations around services and engagement with their users/audience is discussed.

Originality/value

This research offers an extensive review of the social media risk management literature, both scholarly and professional across different domains. The ensuing insights inform the development of a pillar framework to guide social media risk management in memory institutions. The framework outlines a baseline mapping of the governance, processes and systems components. The expectation is that this framework could be extended to account for contextual and situational requirements at more granular levels to reflect the nuances, variances and complexities that exist among different types of memory institutions and to account for varying attributes, mandates and priorities in the cultural heritage sector.

中文翻译：

---

让我们谈谈风险：记忆机构社交媒体风险管理的支柱框架

目的

虽然记忆机构对社交媒体的使用激增，但关于风险的研究和学术文献，源于社交媒体的使用，记忆机构的社交媒体风险意识文化，特别是社交媒体风险管理仍然很少。本研究解决了这一知识差距，并确定了其他部门可以为文化遗产部门提供信息的社交媒体风险管理方面。

设计/方法/方法

这项研究涉及对有助于社交媒体风险管理话语的学术和专业文献的回顾。其中包括讨论不同类别的社交媒体风险、社交媒体政策、风险意识文化和社交媒体风险管理策略和流程的内容。讨论社交媒体风险管理模型和框架的作品也包括在审查中。基于从这些评论中获得的见解，开发了一个指导记忆机构社交媒体风险管理的支柱框架。

发现

拟议框架概述了与文化遗产部门相关的基线组成部分，并强调了这些组成部分的不断发展和持续的性质。对记忆机构特别重要的元素被突出显示。值得注意的是，必须承认社会风险是一种风险类别。还要指出的是，许多记忆机构仍采取的传统非政治立场需要重新审视。讨论了记忆机构不要过度规避风险以致无法利用社交媒体平台的优势，从而扼杀围绕服务和与其用户/观众互动的潜在创新的重要性。

原创性/价值

这项研究对不同领域的学术和专业社交媒体风险管理文献进行了广泛的回顾。随后的见解为指导记忆机构社交媒体风险管理的支柱框架的发展提供了信息。该框架概述了治理、流程和系统组件的基线映射。期望这个框架可以扩展，以在更精细的层次上考虑上下文和情境要求，以反映不同类型的记忆机构之间存在的细微差别、差异和复杂性，并考虑文化遗产的不同属性、任务和优先事项部门。