Messaging Issues and Strategies Jesse Wilkins ARMA Central Iowa Chapter May 15, 2008

Seminar Agenda Making the Case for Active Email Management Identifying and Classifying Messages as Records Managing Email Better By Managing Less Email Email Management Technologies Creating an Effective Email Policy

Making the Case for Active Email Management

Identifying and Classifying Messages as Records

Managing Email Better By Managing Less Email

Email Management Technologies

Creating an Effective Email Policy

Session 1: Making the Case for Active Email Management

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 issues Electronic discovery for a Fortune 500 company averages $750,000 per case 75% of demands for discovery are for email Courts want discovery in native format… … but may also require that it be provided in an accessible format

Electronic discovery for a Fortune 500 company averages $750,000 per case

75% of demands for discovery are for email

Courts want discovery in native format…

… but may also require that it be provided in an accessible format

Email and the FRCP Email is ESI and must be produced Litigation holds need to include email systems, clients, backups, and archives Organizations need to know what they have and where it is located Time to locate email is before litigation begins

Email is ESI and must be produced

Litigation holds need to include email systems, clients, backups, and archives

Organizations need to know what they have and where it is located

Time to locate email is before litigation begins

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

Regulatory and recordkeeping issues Email messages might be records – but email is NOT a series! Email has to be accessible today…and tomorrow Email systems and formats Attachments and their formats Media and hardware issues

Email messages might be records – but email is NOT a series!

Email has to be accessible today…and tomorrow

Email systems and formats

Attachments and their formats

Media and hardware issues

When is an email a record? When statutorily defined When it documents a business transaction When it supports 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 supports a business decision

When the attachment

is a record

When it is the only written

record of something

EMAIL MANAGEMENT TODAY

Common email mgmt approaches Do nothing Let users do what they want Keep everything forever

Do nothing

Let users do what they want

Keep everything forever

Email management through quotas Used to limit the storage space in each user’s mailbox Example: Users limited to 125 MB total storage Or used to delete email automatically after certain period of time Example: All messages in the inbox deleted after 90 days

Used to limit the storage space in each user’s mailbox

Example: Users limited to 125 MB total storage

Or used to delete email automatically after certain period of time

Example: All messages in the inbox deleted after 90 days

Mailbox quota issues Users often try to circumvent quotas Save messages to .PST, .NSF files Move messages out of mailbox Forward messages to personal accounts Delete messages by size rather than importance All users may not be subject to quotas

Users often try to circumvent quotas

Save messages to .PST, .NSF files

Move messages out of mailbox

Forward messages to personal accounts

Delete messages by size rather than importance

All users may not be subject to quotas

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

Email management defined According to AIIM, The ECM Association, the essence of email management is that “ As the de facto standard for business communication, removing emails from the server and saving them to a repository isn't enough. Email must be classified, stored, and destroyed consistent with business standards-just as any other document or record.”

According to AIIM, The ECM Association, the essence of email management is that

“ As the de facto standard for business communication, removing emails from the server and saving them to a repository isn't enough. Email must be classified, stored, and destroyed consistent with business standards-just as any other document or record.”

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

Email management is part of time management

It’s a medium, not an action

It should not be used for everything

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

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

Questions?

Session 2: Capturing and Classifying Email Messages

CAPTURING MESSAGES

Capturing email records Capture messages that have value Not everything needs to be captured Keep them according to records program Remember that others may have copies

Capture messages that have value

Not everything needs to be captured

Keep them according to

records program

Remember that others may

have copies

Capturing email messages May need to capture…. Messages themselves Read receipts Bounced messages Attachments All of these could be records Even if they are not records they must be managed

May need to capture….

Messages themselves

Read receipts

Bounced messages

Attachments

All of these could be records

Even if they are not records

they must be managed

Other information objects Many also need to capture…. Calendar items and appointments Task items Notes Contacts

Many also need to capture….

Calendar items and appointments

Task items

Notes

Contacts

Cost of capturing everything Cost of storage Cost to find messages when needed Cost to manage storage and backups Cost to restore messages Cost of discovery later Risk of inadvertent disclosure

Cost of storage

Cost to find messages when needed

Cost to manage storage and backups

Cost to restore messages

Cost of discovery later

Risk of inadvertent disclosure

Where to find email on the client In the Inbox In personal folders in the Inbox In Sent folder In Deleted folder In the Junk folder As individual messages on the PC In .PST or .NSF files

In the Inbox

In personal folders in the Inbox

In Sent folder

In Deleted folder

In the Junk folder

As individual messages

on the PC

In .PST or .NSF files

Where to find email on the server In the email server itself In an email archiving application In an ECM or ERM system On backup or archival media On the J: drive In other peoples’ email accounts

In the email server itself

In an email archiving application

In an ECM or ERM system

On backup or archival media

On the J: drive

In other peoples’ email accounts

Other email storage locations Printed On removable storage devices On home PCs and laptops On PDAs and smart phones In home or personal email accounts In commercial web-based email accounts Outside the organization

Printed

On removable storage devices

On home PCs and laptops

On PDAs and smart phones

In home or personal email accounts

In commercial web-based email accounts

Outside the organization

Email capture decision flow Source: AIIM

Who captures the message? YOU have to capture an email: You receive from outside the organization You send, either internally or to someone outside the organization Designate someone to capture messages sent to groups/lists

YOU have to capture an email:

You receive from outside the organization

You send, either internally or to someone outside the organization

Designate someone to

capture messages sent to groups/lists

Capturing attachments Attachments can be any type of file format Attachments can be quite large Attachments can be records themselves

Attachments can be any type of file format

Attachments can be quite large

Attachments can be records themselves

Capturing attachments cont’d Most email management solutions can capture attachments As part of the message Separate from message but linked Separate and not linked Attachments must be managed appropriately

Most email management solutions can capture attachments

As part of the message

Separate from message but linked

Separate and not linked

Attachments must be managed appropriately

Capturing metadata Determine requirements for metadata capture Mandatory vs. desirable Determine whether fields should be fixed or editable Make it easy for the users!

Determine requirements for metadata capture

Mandatory vs. desirable

Determine whether fields

should be fixed or editable

Make it easy for the users!

Emails that are not captured Transitory messages that are not timely Personal messages unrelated to business “ Me-too” messages Messages already captured by someone else

Transitory messages that are not timely

Personal messages unrelated to business

“ Me-too” messages

Messages already captured by someone else

Emails that are not captured Messages that are not records and not supporting documentation can be deleted Delete manually Assumes users will do it Delete automatically By mailbox age By mailbox size

Messages that are not records and not supporting documentation can be deleted

Delete manually

Assumes users will do it

Delete automatically

By mailbox age

By mailbox size

CLASSIFYING MESSAGES

Classifying messages Group messages according to some property By sender/recipient By topic By date Many different approaches to classification

Group messages according to some property

By sender/recipient

By topic

By date

Many different approaches to classification

Benefits of classification Providing linkages between individual records which accumulate to provide a continuous record of activity Ensuring records are named in a consistent manner over time Assisting in the retrieval of all records relating to a particular function or activity Determining security protection and access appropriate for sets of records

Providing linkages between individual records which accumulate to provide a continuous record of activity

Ensuring records are named in a consistent manner over time

Assisting in the retrieval of all records relating to a particular function or activity

Determining security protection and access appropriate for sets of records

Benefits of classification cont’d Allocating user permissions for access to, or action on, particular groups of records Distributing responsibility for management of particular sets of records Distributing records for action Determining appropriate retention periods and disposition actions for records Source: ISO 15489

Allocating user permissions for access to, or action on, particular groups of records

Distributing responsibility for management of particular sets of records

Distributing records for action

Determining appropriate retention periods and disposition actions for records

Source: ISO 15489

Classification structures Automatic categorization User-defined categories Departmental- or process-defined categories Enterprise taxonomy Retention schedule Roughly in order from least to most structure

Automatic categorization

User-defined categories

Departmental- or process-defined categories

Enterprise taxonomy

Retention schedule

Roughly in order from least to most structure

Classification approaches Manually, into folders Manually, using tags Automatically, using rules Client-side Server-side

Manually, into folders

Manually, using tags

Automatically, using rules

Client-side

Server-side

Questions?

Session 3: Managing Your Email – By Managing Less of It!

THE TECHNIQUES Reducing email usage pt 1:

Reducing email usage pt 1:

Common inbox assumptions All email is important All email requires an immediate response All email should be kept indefinitely

All email is important

All email requires an immediate response

All email should be kept indefinitely

General principles Email management is part of time management Email should not be used for everything Email should be kept as long as needed – and then gotten rid of

Email management is part of time management

Email should not be used for everything

Email should be kept as long as needed – and then gotten rid of

Inbox management model Consider turning off alerts for incoming messages Set up rules for “important” vs. routine messages Make rules about which messages have alerts Define specific times to check email

Consider turning off alerts for incoming messages

Set up rules for “important” vs. routine messages

Make rules about which messages have alerts

Define specific times to check email

Inbox management cont’d Try to touch each message only once Respond to it immediately Respond to it later Declare it as a record Archive it for reference Delete it

Try to touch each message only once

Respond to it immediately

Respond to it later

Declare it as a record

Archive it for reference

Delete it

Reducing received emails Lots of email traffic is stuff we ask for! “ Bacn” Some is internal, but unnecessary “ Colleague spam” Ask others not to send it if you don’t need it

Lots of email traffic is stuff we ask for!

“ Bacn”

Some is internal, but unnecessary

“ Colleague spam”

Ask others not to send it if you don’t need it

Reducing sent emails Do you really have to reply? Don’t send “Me too” messages Use other tools for collaboration About staying “ off the record”…

Do you really have to reply?

Don’t send “Me too” messages

Use other tools

for collaboration

About staying

“ off the record”…

Cc: and Bcc: Can be useful, but often overused Perceived to provide accountability Better practice: use them only when really needed Especially BCC: as these are harder to track

Can be useful, but often overused

Perceived to provide accountability

Better practice: use them only when really needed

Especially BCC: as these are harder to track

Effective email usage – addressees Verify addressee(s) When replying, reply only to those who need a response Remove those who don’t Watch responses to groups, lists Reply-to vs. reply-all

Verify addressee(s)

When replying, reply only to those who need a response

Remove those who don’t

Watch responses to groups, lists

Reply-to vs. reply-all

Effective email usage – subject line Use a subject line Use correct subject line for topic being discussed Use subject lines that are informative

Use a subject line

Use correct subject line for topic being discussed

Use subject lines that are informative

Effective email usage – subject line Identify whether response is required Consider using subject line as content Don’t declare privilege

Identify whether response is required

Consider using subject line as content

Don’t declare privilege

Effective email usage - body Use professional tone in messages Threading: Message vs. response Don’t write essays where notes will do

Use professional tone in messages

Threading: Message vs. response

Don’t write essays where notes will do

Effective email usage - attachments Consider the file size of the attachment to be sent Consider the file type to be sent Security filtering Multimedia formats

Consider the file size of the attachment to be sent

Consider the file type to be sent

Security filtering

Multimedia formats

Effective email usage - attachments Can the recipient receive attachments? Send attachments only to users that truly need them Send links instead of attachments

Can the recipient receive

attachments?

Send attachments only to users that truly need them

Send links instead of attachments

THE TOOLS Reducing email usage pt 2:

Reducing email usage pt 2:

Alternatives to email Email isn’t the best tool to collaborate Other more effective tools available Instant messaging Blogs RSS feeds Wikis Using these tools can reduce email usage and increase productivity

Email isn’t the best tool to collaborate

Other more effective tools available

Instant messaging

Blogs

RSS feeds

Wikis

Using these tools can reduce email usage and increase productivity

What is instant messaging? Communication between users in real time over the Internet Most often one-to-one; some clients support group chat Indicate presence and status Send and receive messages Manage contacts (“buddy lists”)

Communication between users

in real time over the Internet

Most often one-to-one; some

clients support group chat

Indicate presence and status

Send and receive messages

Manage contacts (“buddy lists”)

Instant messaging vs. email Many unnecessary emails are sent “ Did you get that file I sent?” “ What’s for lunch?” IM can be used instead Targeted communications rather than “colleage spam” For transitory or ephemeral communications To indicate presence status Where real time responses required

Many unnecessary emails are sent

“ Did you get that file I sent?”

“ What’s for lunch?”

IM can be used instead

Targeted communications rather than “colleage spam”

For transitory or ephemeral communications

To indicate presence status

Where real time responses required

What is a blog? Simple web publishing platform Started as online diaries Users create posts Posts listed newest at the top Often used as lightweight content mgmt system

Simple web publishing platform

Started as online diaries

Users create posts

Posts listed newest at the top

Often used as lightweight

content mgmt system

Blogs vs. email Use blogs instead of email to send one-way communications Project updates Meeting announcements Availability of new resources

Use blogs instead of email to send one-way communications

Project updates

Meeting announcements

Availability of new resources

What is an RSS feed? Specially formatted XML file Used to send information from a website Users subscribe to the RSS feed with a reader Changes are pushed out to the user automatically

Specially formatted XML file

Used to send information from a website

Users subscribe to the

RSS feed with a reader

Changes are pushed out

to the user automatically

RSS feeds vs. email Blogs and wikis support RSS Instead of sending email blasts, post updates to a blog Updates show up in the reader No updates, no need to send Users can get updates when convenient

Blogs and wikis support RSS

Instead of sending email blasts, post updates to a blog

Updates show up in the reader

No updates, no need to send

Users can get updates when convenient

What is a wiki? Collaborative website Wikipedia: 2,100,000+ articles Users create and edit articles Changes tracked automatically

Collaborative website

Wikipedia: 2,100,000+ articles

Users create and edit articles

Changes tracked automatically

Wikis vs. email Create an article for the document Give users access to document Users make changes directly Users leave questions, comments Editor oversees, does cleanup Document published at the end of the process

Create an article for the document

Give users access to document

Users make changes directly

Users leave questions, comments

Editor oversees, does cleanup

Document published at the end

of the process

Summary Everyone is swamped with email There are things we can do to reduce the amount of email we send and receive Less email means less to manage More effective use of email helps, too

Everyone is swamped with email

There are things we can do to reduce the amount of email we send and receive

Less email means less to manage

More effective use of email helps, too

Questions?

Session 4: Email Management Technologies

Technologies for managing email Email messaging applications Print & file Backup tapes Email management applications ECRM solutions Outsourced email solutions

Email messaging applications

Print & file

Backup tapes

Email management applications

ECRM solutions

Outsourced email solutions

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 Typical threaded email message Volume to print and to file Authenticity (phishing)

Common approach

Challenges:

Loss of metadata

Attachments

Typical threaded email

message

Volume to print and to file

Authenticity (phishing)

Backup tapes Archival vs. backup Backups store data, not files or messages Multiple copies of data Readability of older tapes Format, media, hardware

Archival vs. backup

Backups store data, not files or messages

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

Email archiving

Personal archive file management

Email encryption and digital signatures

Email compliance

Email discovery

Email security

Policy management

ECRM solutions Most systems support email management May run at server or client Many support single-instance storage May allow declaration, management of messages as records Varying support for attachment management, metadata management

Most systems support email management

May run at server or client

Many support single-instance storage

May allow declaration, management of messages as records

Varying support for attachment management, metadata management

Implementation models The solutions listed earlier use a number of different implementation models Appliance Application server Hosted Client/plug-in Some providers offer several implementation models

The solutions listed earlier use a number of different implementation models

Appliance

Application server

Hosted

Client/plug-in

Some providers offer several implementation models

Outsourced solutions Let someone else manage it! Microsoft Exchange Hosted Services Gmail, Yahoo, Hotmail Many smaller/specialty providers Security and privacy considerations Vendor reliability and stability issues Discovery issues

Let someone else manage it!

Microsoft Exchange Hosted Services

Gmail, Yahoo, Hotmail

Many smaller/specialty providers

Security and privacy considerations

Vendor reliability and

stability issues

Discovery issues

.PST and .NSF Files Personal archive files Used to store messages locally on PCs .PST files present a number of issues Lack of backup Multiple .PST files! Difficult to share, may have passwords Inefficient storage

Personal archive files

Used to store messages locally on PCs

.PST files present a number of issues

Lack of backup

Multiple .PST files!

Difficult to share, may have passwords

Inefficient storage

Managing .PST and .NSF Files Don’t allow them Require them to be stored on a networked location that can be backed up Use technology to ingest, de-duplicate, index, and manage messages in them Or index them in place

Don’t allow them

Require them to be stored on a networked location that can be backed up

Use technology to ingest, de-duplicate, index, and manage messages in them

Or index them in place

Email preservation issues Format of information HTML, RTF, text Format of message .msg, .eml, .txt, others Format of attachment(s) Format of backup Format of archive Media and hardware

Format of information

HTML, RTF, text

Format of message

.msg, .eml, .txt, others

Format of attachment(s)

Format of backup

Format of archive

Media and hardware

Selecting the right solution Determine organizational requirements Determine what is in place Determine what technology is needed to address the gap Research available solutions based on architecture, deployment model, pricing, and capabilities

Determine organizational requirements

Determine what is in place

Determine what technology is needed to address the gap

Research available solutions based on architecture, deployment model, pricing, and capabilities

Questions?

Session 5: Creating an Effective Email Policy

ELEMENTS OF AN EMAIL POLICY

Email policy Critical requirement for effective governance Provides broad policy statements Should be included in broader communications or IT policy Lots of references and examples available

Critical requirement for effective

governance

Provides broad policy statements

Should be included in broader communications or IT policy

Lots of references and

examples available

Email policy elements Every organization’s email policy will be different Public vs. private sector Regulatory requirements, both horizontal and vertical There are some common areas that should be addressed

Every organization’s email policy will be different

Public vs. private sector

Regulatory requirements, both horizontal and vertical

There are some common areas that should be addressed

Policy elements Purpose Scope Definitions Policy statements Procedures Responsibilities References

Purpose

Scope

Definitions

Policy statements

Procedures

Responsibilities

References

Purpose and scope This policy has three purposes: Establish definitions relevant to the email management program Describe usage policies relating to email Describe security and technology policies relating to email Scope: This policy is applicable to the entire enterprise.

This policy has three purposes:

Establish definitions relevant to the email management program

Describe usage policies relating to email

Describe security and technology policies relating to email

Scope: This policy is applicable to the entire enterprise.

Definitions Uncommon terms Common terms used in an uncommon fashion Acronyms and abbreviations

Uncommon terms

Common terms used in an uncommon fashion

Acronyms and abbreviations

Acceptable usage Most common element of email policies today Typically addresses things NOT to do: Obscene language or sexual content Jokes, chain letters, business solicitation Racial, ethnic, religious, or other slurs May address signature blocks Standardization, URLs, pictures

Most common element of email policies today

Typically addresses things NOT to do:

Obscene language or sexual content

Jokes, chain letters, business solicitation

Racial, ethnic, religious, or other slurs

May address signature blocks

Standardization, URLs, pictures

Effective usage Guidance on writing emails Wording and punctuation Spell check and grammar check Effective subject lines Guidance on email etiquette Guidance on addressees

Guidance on writing emails

Wording and punctuation

Spell check and grammar check

Effective subject lines

Guidance on email etiquette

Guidance on addressees

Personal usage Whether personal usage is allowed Any limitations to personal usage Separation of personal and business usage within individual messages Personal email account access

Whether personal usage is allowed

Any limitations to personal usage

Separation of personal and business usage within individual messages

Personal email account access

Ownership and stewardship Whether email is considered to be owned by the organization Responsibility for stewardship of messages, both sent and received Privacy and monitoring Third-party access

Whether email is considered to be owned by the organization

Responsibility for stewardship of messages, both sent and received

Privacy and monitoring

Third-party access

Retention and disposition Email is a medium, not a record type or series Email messages can be records Subject to open records/FOIA, discovery, etc. Other information objects can be records Calendars Read receipts/bounces

Email is a medium, not a record type or series

Email messages can be records

Subject to open records/FOIA, discovery, etc.

Other information objects can be records

Calendars

Read receipts/bounces

Legal issues Email can be subject to discovery Assigns responsibility for communicating legal holds Describes whether or not email disclaimers will be used and how May outline privilege issues

Email can be subject to discovery

Assigns responsibility for communicating legal holds

Describes whether or not email disclaimers will be used and how

May outline privilege issues

Encryption and digital signatures Outlines whether encryption is allowed What approaches available for encryption Whether digital signatures are allowed What approaches to use

Outlines whether encryption is allowed

What approaches available for encryption

Whether digital signatures are allowed

What approaches to use

Mobile and remote email Most often found as part of general policies for remote workers Requirements for mobile devices Requirements for web-based access Synchronization and login requirements

Most often found as part of general policies for remote workers

Requirements for mobile

devices

Requirements for web-based

access

Synchronization and

login requirements

Archival Addresses whether email will be archived Addresses whether personal archives will be allowed May address backups – but backups are not archives

Addresses whether email will be archived

Addresses whether personal archives will be allowed

May address backups – but backups are not archives

Security Attachment limitations Whether they can be sent at all Size limitations Content type limitations Attachments vs. links Content filtering Encryption and DRM

Attachment limitations

Whether they can be

sent at all

Size limitations

Content type limitations

Attachments vs. links

Content filtering

Encryption and DRM

Procedures Detailed instructions for complying with policies Each of the policy statements will have one or more procedures May be specific to process, business unit, jurisdiction, application

Detailed instructions for complying with policies

Each of the policy statements will have one or more procedures

May be specific to process, business unit, jurisdiction, application

Responsibilities Responsibilities for policy development and maintenance Responsibilities for compliance with policy Managers Users Specialist staff

Responsibilities for policy development and maintenance

Responsibilities for compliance with policy

Managers

Users

Specialist staff

References List any references used to develop the policy Internal strategic documents Records program governance instruments Publications

List any references used to develop the policy

Internal strategic documents

Records program governance instruments

Publications

DEVELOPING THE EMAIL POLICY

The policy framework Approach to developing and implementing a policy Ensures that policy development is consistent with organizational goals Ensures that policy meets legal and regulatory requirements

Approach to developing and implementing a policy

Ensures that policy development is consistent with organizational goals

Ensures that policy meets legal and regulatory requirements

1. Get management support Policy development requires time and energy from users and stakeholders So does policy implementation Ongoing compliance will require auditing and communication None of this happens without management support

Policy development requires time and energy from users and stakeholders

So does policy implementation

Ongoing compliance will require

auditing and communication

None of this happens without management support

2. Identify stakeholders Policy should address the entire enterprise Stakeholders should include: Business unit managers End users Legal, RM, IT External customers and partners

Policy should address the entire enterprise

Stakeholders should include:

Business unit managers

End users

Legal, RM, IT

External customers and partners

3. Conduct the research Legal research Organizational research Public research Standards and guidelines Benchmarking Consult with similar organizations Analyze the results

Legal research

Organizational research

Public research

Standards and guidelines

Benchmarking

Consult with similar

organizations

Analyze the results

4. Draft the policy Collaborative and iterative process There are a number of resources available to provide an email policy framework These are starting points and need to be customized for your requirements

Collaborative and iterative process

There are a number of resources available to provide an email policy framework

These are starting points

and need to be customized

for your requirements

5. Review the policy Review by legal, HR, users Ensures it is valid Ensures it will work within existing organizational culture Change management

Review by legal, HR, users

Ensures it is valid

Ensures it will work within existing organizational culture

Change management

6. Approve the policy Policy is reviewed by business managers, senior management Complete revisions as necessary Approve the policy

Policy is reviewed by business managers, senior management

Complete revisions as necessary

Approve the policy

7. Implement the policy Communication Training Auditing

Communication

Training

Auditing

Questions?

Additional resources See the accompanying handout for lots of books, websites, and blogs Read ARMA’s Information Management Journal and AIIM E-DOC Magazine Consider the AIIM Email Management Certificate Program

See the accompanying handout for lots of books, websites, and blogs

Read ARMA’s Information Management Journal and AIIM E-DOC Magazine

Consider the AIIM Email Management Certificate Program

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

Jesse Wilkins

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

Principal Consultant

Access Sciences Corporation

[email_address]

(303) 574-1455 direct