Index

Overview

Effective document management is the backbone of a successful Trust Center. This guide focuses on the best practices and platform features related to organizing, uploading, categorizing, versioning, and controlling access to the security and compliance documents shared through your Trust Center.

A well-managed document repository ensures that your customers, prospects, and partners can easily find accurate, up-to-date information, reinforcing their confidence in your organization's security posture.

Key Features & Concepts

Centralized Repository

• Single Source of Truth: The Trust Center acts as a centralized location for all publicly shareable security and compliance artifacts.

• Supported File Types: Typically supports common document formats like PDF, DOCX, XLSX, PPTX, and sometimes image files or text files.

Document Organization

• Categories/Sections: Group documents into logical categories (e.g., "Compliance Certifications," "Security Policies," "Data Privacy," "Infrastructure Security"). These categories often translate directly into sections on the public Trust Center site.

• Subcategories: Further refine organization with subcategories if needed.

• Tags/Keywords: Apply relevant tags or keywords to documents to improve searchability and allow for cross-category filtering.

Document Upload and Metadata

• Easy Upload Interface: Simple drag-and-drop or file selection for uploading documents.

• Essential Metadata: For each document, capture key information such as:

  • Title: A clear, descriptive title for the document.

  • Description: A brief summary of the document's content and purpose.

  • Version: The current version number of the document.

  • Publication Date: The date the document was officially published or last updated.

  • Review Date/Expiration Date: (Optional but recommended) Date for next review or when the document (e.g., a certification) expires.

  • Owner: (Internal) The person or team responsible for the document.

Version Control

• Revision History: The ability to upload new versions of existing documents while retaining access to or records of previous versions.

• Clear Version Display: The public site should clearly indicate the current version of a document being viewed.

• Automated Archival (Optional): Some systems might automatically archive older versions when a new one is uploaded.

Access Control and Visibility

• Public: Document is visible and accessible to all visitors of the Trust Center without any login or request.

• Restricted/Requires Approval: Document is listed, but access to its content requires visitors to submit a request. This often involves providing contact information and may require agreeing to an NDA. Administrators review and approve/deny these requests.

• NDA-Protected: A specific type of restricted access where an NDA must be executed before access is granted.

• Hidden/Internal/Draft: Document is uploaded to the admin interface but is not visible on the public Trust Center. Useful for staging new documents or keeping internal-only reference material.

• Granular Permissions (Internal): Define which internal admin users can upload, edit, manage, or approve documents.

Document Linking & Relationships

• Internal Linking: Ability to link from one document or piece of content within the Trust Center to another related document.

• External Linking: Link to external resources if relevant (e.g., a standard body's official website for a certification).

Audit Trails

• Change Logging: Track who uploaded, modified, or changed the visibility of documents and when.

• Access Logs: For restricted documents, log who requested access, who approved it, and when the document was accessed.

Getting Started: Document Management Workflow

1. Plan Your Structure: Before uploading, decide on your main categories and subcategories. Consider how your audience will look for information.

2. Gather Your Documents: Collect all relevant security policies, compliance reports, certifications, whitepapers, etc.

3. Upload Documents: Using the Admin Interface:

   • Navigate to the document management section.

   • Select the appropriate category/section.

   • Upload the document file.

4. Add Metadata: For each uploaded document:

   • Provide a clear Title and Description.

   • Specify the Version number and Publication Date.

   • Add relevant Tags.

   • Set the initial Visibility (e.g., start with "Hidden" or "Draft" while reviewing).

5. Configure Access Control: Decide if the document should be Public or Restricted. If restricted, understand the access request workflow your platform uses.

6. Review and Publish: Preview how the document appears in the Trust Center. Once satisfied, change visibility to Public or make it available for restricted access requests.

7. Ongoing Maintenance:

   • Regular Review: Periodically review all documents for accuracy and relevance. Set calendar reminders for documents with expiration dates (e.g., annual certifications).

   • Update Versions: When a policy is updated or a new certification is received, upload the new version and archive or replace the old one.

   • Monitor Access: Keep an eye on access requests and audit logs as needed.

Best Practices

• Consistency is Key: Use consistent naming conventions, versioning schemes, and categorization across all documents.

• User-Friendly Titles and Descriptions: Make it easy for visitors to understand what a document is about before they open it.

• Minimize Clutter: Only include documents that are relevant and valuable to your external audience. Avoid overwhelming visitors with too much internal jargon or overly technical documents unless appropriate for the target audience.

• Keep it Current: Outdated documents erode trust. Have a clear process for reviewing and updating content.

• Optimize for Readability: Where possible, use PDFs that are searchable and well-formatted.

• Secure Sensitive Information: Double-check that documents intended for public consumption do not inadvertently contain sensitive internal information.

• Clear Access Request Process: If using restricted access, ensure the process for requesting and granting access is clear and efficient for visitors.

Troubleshooting

Document Not Appearing on Public Site

• Visibility Setting: Check if the document is set to "Hidden" or "Draft."

• Category Assignment: Ensure it's assigned to a category that is visible on the public site.

• Publishing Delay/Caching: There might be a delay, or you might need to clear your browser cache.

Incorrect Version Displayed

• Upload Process: Verify that the new version was uploaded correctly and replaced/superseded the old one.

• Version Metadata: Ensure the version number in the metadata is accurate.

Users Unable to Access Restricted Documents (After Approval)

• Notification Issues: Ensure approval emails are being sent and not caught in spam filters.

• Link Expiration: Check if access links have an expiration period.

• Platform Glitch: Contact platform support if the issue persists.

Conclusion

Systematic and thoughtful document management is critical to the success of your Trust Center. By implementing clear organizational structures, maintaining up-to-date content, and managing access effectively, you can provide a valuable resource that builds confidence and streamlines security discussions with your stakeholders. The features within your Trust Center platform are designed to support these efforts, making it easier to share your commitment to security and compliance.