1 Managing Your s Presentation Given by Tom Forsyth, CRM Presentation to the Austin ARMA Chapter October 9, 2012
2 Presentation Agenda Usage and Challenges as a Business Record Strategies Best Practices Retention Classification Strategies with ECM Policies
3 Management Imperatives Strategic imperative for many organizations. Courts say is legitimate area of discovery. Easy target for regulators/lawyers hunting smoking gun. Company must develop policy & procedures. Trend that impacts on the adoption of ECM. Leverage ECM or Archive to manage s. Regulatory requirements for service organizations and financial institutions to manage s.
4 Challenge to Records Managers There is a distinction between record retention which looks at whether or not you have an obligation to preserve a document and electronic discovery which looks at if the document exists whether you have an obligation to produce it. - Ethan A. Berghoff, Baker & McKenzie Chicago. Applying records management to s should be a high priority before your organization gets involved in an e-discovery situation.
5 Challenge to Records Managers You need to keep your records long enough to satisfy retention requirements but no longer than necessary to reduce costs associated with discovery & storage.
6 Components of a RM Program Assess Risk Storage Information Security Filing Access Control Archives Software & Technology Equipment & Supplies Records Classification/ Taxonomy Records Inventory Appraisal Active & Inactive Records Policy & Procedures Electronic Records Retention Schedule Record Destruction Audits & Metrics Employee Awareness & Training Compliance Imaging Vital Records Protection Business Continuity/ Disaster Recovery Forms & Repts Mgmt Business Process Reengineering & Workflow
7 Typical employee sends & receives 25,000 s Per Year (100 day / 250 days year ) Source: A Smarter Way to Manage at com
8 Annual Volume Estimates 10 employees -1 year 250,000 s 500 employees - 1 year 12.5 million s 2,000 employees - 1 year 50 million s
9 Corporate Usage Statistics An organization with: 16,000 mailboxes 100 s day per user Creates almost 3 billion s in 7 years! Users received18mb of a day in 2007 That amount has grown to 28MB by 2011 That equals 6 GB per User Each Year Entire Organization: 100 TB Year!
10 The Problems Regular backups of the database, is not a substitute for an retention program Restoring multiple tapes to find , is a long and costly process. Users don t want to delete anything, yet expect solid Outlook performance. Mailbox stores continue to grow, requiring more storage space, faster disks, etc.
11 Usage Statistics 70% of them use s to negotiate contracts and agreements. 84% use s to describe operational and/or product strategies. 63% to discuss HR issues. 80% of data produced for discovery, audits, FOIA requests, etc. is . Yet only 45% of organizations have an policy. Only 19% of organizations have adopted archiving.
12 s as Business Records consists of record types like regular mail. messages are official records when: Created or received in the transaction of business Retained as evidence of official transactions. Attachments can be (separate) records. Meta-data is essential to managing your s. Content (subject) determines retention. Many are related to your job functions.
13 TYPICAL HR CONTENT RECEIVED BY Cover Letters Applications I9 s or W-4 s Resumes References Employee Profile Worksheets
14 Retention Rules itself is not a record series Other common retentions: Complaints 2 years Correspondence about program or policy development 5 years Open records requests 1 year Monthly Back-up Tapes are not for long term retention!
15 Retention Schedules for s Consolidate your schedule. You don t want 200 categories for s! Only a small number of records are related to Limit choices to 5 record types per user. Accounting Record Series Credit & collection records via can be official records Few other accounting record series or classes have based official records Set up categories for working s such as: Reference Internal Projects
16 3 Zone Strategy Approach Transitory s (90 days): 35-75% Reference or Working s (1-2 years): 20-40% * Actual Business Documents: 5-15% * If 75% of s are transitory, then 37.5 million of the s in an organization with 2,000 mailboxes can be readily disposed of! * These are documents that would be managed according to your retention policy.
17 Strategies for Managing Users are responsible for managing their own . Put reference records in managed folders. Manage these in archive. Transfer s with business content & longer term retention to archive or ECM. Leave non-records in messaging system. Delete personal (transitory) messages
18 Foundation for Solutions Declare & classify s that need to be retained. Users should migrate official records to appropriate folders using a secure and accessible archive system or repository The archives should be on a shared LAN drive - not.pst files on your hard drive.
19 Foundation for Solutions Utilize archive/repository to preserve, provide access and apply retention rules. Your appropriate retention schedule should be applied to the records in your archive system. Apply record holds in risk management event. Force a user review of s.
20 Warning Process Automate warnings & deletion process Force a user review of up for deletion s. Users warned at the 80th days that will be deleted on the 90th. Users browse list and either: Archive Leave to be deleted Delete directly Purge transitory s.
21 Managed Folders for Retention Working Documents (2-3 years) Business Records (7 years) Long Term 10+ years Permanent Projects Issues Financial Collection Records Final Contract Resolutions These Messages could go into Archive or ECM system
22 Managing with ECM Ad hoc classification by user Within Client Desktop Outlook, Lotus Notes, Domino Archiving of all s MS Exchange Server Message Journaling Selective Archiving of s s from specific business process in-boxes Such as
23 An ECM Based Solution 1. Connect to the transaction. is part of the process: 1. s and attachments drive business processes. 2. s and attachments are part of the transaction.
24 An ECM Based Solution 2. Keep user in application. Users live in the client: 1. Access content from client application. 2. Interact with the business process transaction directly from the client.
25 Specifically ECM solutions offer integrations for Office Outlook Users can remain in preferred applications Leverage familiar Office/Outlook features Ease deployment and installation efforts
26 Classifying s User declares an as a business record based on content & relationship to the business process. User classifies it as a record by drag and drop into a folder. The folder has been pre-configured to: Determine which document type the belongs to. Assign meta-data automatically to keywords (index) values associated with the doc type. Retention rules in the ECM system are applied to s. A shortcut or link to the can be maintained in your Outlook mailbox.
27 Outlook functionality
28 ECM Integration functionality
29 ECM Functionality Within Outlook Upload s/attachments into ECM Drag/drop to Outlook folder Click Upload button Retrieve/open any content stored in ECM Leverage ECM functionality Attach documents from ECM to s Launch and/or Execute Workflows from the message
30 Upload (drag/drop)
31 Upload (toolbar button)
32 Import your s and/or attachments into your ECM system
33 Import Options ( format).txt.rtf.htm/html.msg Attachment (native format).doc/docx.xls/xlsx.ppt/pptx.pdf Or save and or attachments as TIF images using Print to TIF drivers
34 Automate Indexing of s MAIL System Keywords Mapped Keywords Static Keywords AutoFill Keyword Sets Keyword Data Sets Host LOB Applications
35 Five Second Rule Employees will spend up to 5 seconds manually classifying documents. Otherwise they will use the 5 seconds subverting the classification system. Overall compliance drops significantly. Mark Diamond CEO of Contoural at ARMA Classification Strategies that Actually Work
36 Archiving with ECM Store both s & attachments Create special collections based on meta-data criteria Search archive for messages meta-data Full Text Search Recover s even if deleted from Exchange. Original messages can be replaced with stub. Purge messages after retention period fulfilled.
37 MS Exchange Platforms Microsoft Exchange 2000 SP3 August roll-up 2004 Microsoft Exchange 2003 SP1 or greater Microsoft Exchange 2007
38 Incoming ARCHIVE ALL S FROM EXCHANGE SERVER TO ARCHIVE USING MESSAGE JOURNALING Exchange Server Database & Disk Groups ECM User Journal Mailbox & Archive Services
39 Incoming ARCHIVE EXISTING S FROM EXCHANGE SERVER OR YOUR PST FILES USING WEB CRAWLERS Exchange Crawler Database & Disk Groups Exchange Server ECM User Workstation Crawler Journal Mailbox & Archive Services
40 Stubbing Service Provides direct access to in the archive via Outlook client Connection made to the archive via a stub of the in Exchange Reduces the size of messages stored in Exchange
41 Selective Archiving Specific s/attachments imported as ECM documents based on rules Allows select content to participate in business processes as it makes sense Documents stored in ECM, cross-referenced to related content and/or sent to a Workflow
42 Supplied PO attached Purchase for project Order Thurs Weds Tues 5/5/2009 5/7/2009 5/6/2009 Exchange Server Stubbing Service Database & Disk Groups ECM User Journal Mailbox & Archive Services
43 Organizational Value Recovery Automatically capture and archive Recover via a single interface Support compliance initiatives Exchange Performance Reduce cost of Exchange administration Eliminate the misuse of in-boxes/clients Keep administrators and users happy
44 Archiving Vs. Outlook Integration Enterprise Exchange Server Auto Capture All s Auto Indexing of s Full Text Searching Ability to build sub-sets Audit Logs Retention Where there is need to archive all s for regulatory compliance/discovery Outlook/Notes Desktop, Role-based User Defines Content Capture Content Tied to Business Function Auto Indexing with ability to index other criteria Native Format & Attachment stored together or separately exists along with other records that are part of process
46 Policy Elements State the principles of your policy belongs to organization and not the user management adheres to regulatory requirements usage: what is acceptable, what is effective Retention and Disposition, Archives Back-ups Legal Issues (holds, discovery) Privacy, Monitoring, Security and/or Technology Training Audit and Compliance
47 Effective Usage s should always be professional. Use an appropriate content-based subject line Be careful on what you send/forward. Copy only those who need the information. Don t automatically reply to all on s. Is always the best way to communicate? Use collaborative tools like IM, Blogs, SP, ECM, Wiki, RSS, especially for one way communication. Do you need to send attachments? Send a link instead!
48 Charter (www. charter.org) Respect recipients time Short or slow is not rude Celebrate clarity Quash open-ended questions? Slash surplus CC s Tighten the ( ) thread Attack attachments Give the gifts of EOM or NNTR Cut out content-less responses Disconnect!
49 ARMA & AIIM Resources ARMA International: Requirements for Managing Electronic Messages as Records (ANSI/ARMA ) AIIM International: Performance Guideline for the Legal Acceptance of Records Produced by Information Technology (ANSI/AIIM TR31). ARMA International: Vital Records Programs: Identifying, Managing, and Recovering Business- Critical Records (ANSI/ARMA ).
50 ROI ECM offer a strong payback on your organization s investment. 50% of ECM adopters report an ROI of 1 year or less while almost 30% report they were able to recover their investments in less than 5 years AIIM provides an ROI calculator which can help you to develop an ROI for management solution. The calculator can be accessed at: AIIM Professional Members can access it at:
51 Acknowledgements Lois Dillard, CRM Pat Dixon, CRM Karen Harris, CRM Susan Hubbard, CRM Angie Fares, CRM Jesse Wilkins, CRM Mark Diamond, CEO, Contoural, Inc. Hyland Software Developers of OnBase
52 Questions? Thank you! Tom Forsyth, CRM Account Executive DataBank 1421 Patton Place, Suite 200 Carrollton, TX Phone: Cell:
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