From Chaos to Clarity: Identifying and Managing Personally Identifiable Information in Systems of Engagement

New technologies and a shift to hybrid work have increased organizational reliance on Systems of Engagement (SoE), an ecosystem of technologies and tools that enable interaction, communication, collaboration and engagement among employees and stakeholders. The heterogeneous nature of SoE, combined with informal and ad hoc creation and use of information, is changing information practices, leading to uncontrolled information flows and significant challenges in managing vital business information. This research investigates current challenges in identifying and managing Personally Identifiable Information (PII) within SoE. Results identify a locus for control for vital information management with five key elements in place: identification and location of information assets, traceability, protection and security, compliance and governance, use and value creation. This paper contributes to mapping the unmapped information challenges of SoE and proposes a foundational framework for understanding information flows and genres of information practices by taking a holistic approach to enterprise information management.