Making the Case for Active Email Management Jesse Wilkins ARMA Triangle Chapter May 1, 2008

EMAIL MANAGEMENT DRIVERS

Email – defining the issue First email was sent in 1971 Today more email is sent every day than the USPS delivers in a year 11 billion emails a day in the US alone More than 57 billion a day world-wide NOT including spam 60% or more of business-critical information is stored within messaging systems

First email was sent in 1971

Today more email is sent every day than the USPS delivers in a year

11 billion emails a day in the US alone

More than 57 billion a day world-wide

NOT including spam

60% or more of business-critical information is stored within messaging systems

Why are we sending so much email? It’s easy It’s asynchronous It’s convenient It’s less formal It’s ubiquitous and platform-neutral There’s a written record of communication

It’s easy

It’s asynchronous

It’s convenient

It’s less formal

It’s ubiquitous and

platform-neutral

There’s a written record of communication

Business issues Email storage costs 300+GB email per month for 1,000-user company Costs to add and manage storage Costs to back up to tape Costs to restore Productivity costs

Email storage costs

300+GB email per month for 1,000-user company

Costs to add and manage storage

Costs to back up to tape

Costs to restore

Productivity costs

Legal considerations for messages Messages are discoverable – whether they are records or not Message archives are discoverable, regardless of the format or storage medium The “deleted messages box” is discoverable Personal copies are discoverable

Messages are discoverable – whether they are records or not

Message archives are discoverable, regardless of the format or storage medium

The “deleted messages box” is discoverable

Personal copies are discoverable

When is an email a record? When statutorily defined When it documents a business transaction When it memorializes a business decision When the attachment is a record When it is the only written record of something

When statutorily defined

When it documents a business transaction

When it memorializes a business decision

When the attachment

is a record

When it is the only written

record of something

EMAIL MANAGEMENT TODAY

Approaches to managing email today Do nothing Let users manage their own email Keep everything forever Delete all messages older than X Limit mailbox size to X Declare and manage email as records

Do nothing

Let users manage their own email

Keep everything forever

Delete all messages older than X

Limit mailbox size to X

Declare and manage email as records

Email management is NOT: Saving all email messages forever Saving all email messages in the messaging application Setting mailbox time limits Setting mailbox size limits Declaring “email” as a record series Or as simply “correspondence” Doing nothing

Saving all email messages forever

Saving all email messages in the messaging application

Setting mailbox time limits

Setting mailbox size limits

Declaring “email” as a record

series

Or as simply “correspondence”

Doing nothing

General principles Email management is part of time management Email is a medium, not an action Email should not be used for everything Email should be kept as long as needed – and no longer

Email management is part of time management

Email is a medium, not an action

Email should not be used for everything

Email should be kept as long as needed – and no longer

EMAIL MANAGEMENT TECHNOLOGIES

Messaging system Not built to store massive amounts of messages And attachments And manage as records Difficult to search across inboxes Discovery, auditing

Not built to store massive amounts of messages

And attachments

And manage as records

Difficult to search across

inboxes

Discovery, auditing

Print & file Common approach Challenges: Loss of metadata Attachments Volume to print and to file Authenticity (phishing)

Common approach

Challenges:

Loss of metadata

Attachments

Volume to print and to file

Authenticity (phishing)

Backup tapes Backups store data, not files or messages Designed for “smoke & rubble scenario Multiple copies of data Readability of older tapes Format, media, hardware

Backups store data, not files or messages

Designed for “smoke & rubble scenario

Multiple copies of data

Readability of older tapes

Format, media, hardware

Email management applications Move messages out of the messaging application Typically use a rules engine May provide simple retention management Single instance storage Many different capabilities available

Move messages out of the messaging application

Typically use a rules engine

May provide simple retention management

Single instance storage

Many different capabilities

available

Email management technologies Email archiving Personal archive file management Email encryption and digital signatures Email compliance Email discovery Email security Policy management ECRM solutions

Email archiving

Personal archive file management

Email encryption and digital signatures

Email compliance

Email discovery

Email security

Policy management

ECRM solutions

ELEMENTS OF AN EMAIL POLICY

Email policy principles Email belongs to the organization, not the individual Email is not a records series unto itself Email management program must comply with appropriate regulatory requirements Policy has to be followed and enforced!

Email belongs to the organization, not the individual

Email is not a records series unto itself

Email management program must comply with appropriate regulatory requirements

Policy has to be followed and enforced!

Email policy elements Acceptable/appropriate usage Personal usage Access to external messaging systems Effective email usage Ownership of email Retention and disposition Legal issues Holds Discovery and production

Acceptable/appropriate usage

Personal usage

Access to external messaging systems

Effective email usage

Ownership of email

Retention and disposition

Legal issues

Holds

Discovery and production

Elements of an email policy Mobile and web-based email Backups Archival Privacy Security Retention and disposition Training Audit and compliance

Mobile and web-based email

Backups

Archival

Privacy

Security

Retention and disposition

Training

Audit and compliance

Questions?

Conclusion We have to manage messaging technologies better Start with policies and procedures Technology can help Communicate, communicate, communicate Enforce the program

We have to manage messaging technologies better

Start with policies and procedures

Technology can help

Communicate, communicate, communicate

Enforce the program

For more information Jesse Wilkins emm m , erm m , ecm m , CDIA+, LIT, edp, ICP Principal Consultant Access Sciences Corporation [email_address] (303) 574-1455 direct

Jesse Wilkins

emm m , erm m , ecm m , CDIA+, LIT, edp, ICP

Principal Consultant

Access Sciences Corporation

[email_address]

(303) 574-1455 direct