20090501 ARMA Puget Sound Email Mgmt for the Organization

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    20090501 ARMA Puget Sound Email Mgmt for the Organization - Presentation Transcript

    1. Email Management for the Organization Jesse Wilkins May 1, 2009 Bellevue/Eastside Greater Seattle Puget Sound
    2. EMAIL MANAGEMENT DRIVERS
    3. 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
    4. Email – the 50,000 ft. view
      • Why are we sending so much email?
        • It’s easy
        • It’s nearly instantaneous
        • It’s less formal
        • It’s asynchronous
        • It’s convenient
    5. Role of email in the organization
      • Email is a mission-critical application
      • Used to communicate and collaborate
        • But 34% of email is unnecessary chatter
      • 99% of organizations conduct business by email
        • 75% of civil discovery is for email
    6. 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
    7. Legal drivers
      • Every organization uses email for business
      • Everyone in every organization uses email
      • Email content is generally less formal
      • Email is almost impossible
      • to get rid of
      • Email is the proverbial
      • smoking gun
    8. Legal issues
      • 75%+ of demands for discovery are for email
      • Cost to produce messages is high
        • $2 per message
        • $2,000 - $18,000+ per GB
        • Pales in comparison to the cost
        • of NOT producing
    9. 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
    10. 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
    11. 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
    12. 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
    13. APPROACHES TO EMAIL MANAGEMENT
    14. 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
    15. 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
    16. Other email mgmt approaches
      • Do nothing
      • Let users do what they want
      • Keep everything forever
    17. 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
    18. CAPTURING AND CLASSIFYING MESSAGES
    19. Capturing everything
      • Many organizations choose to capture everything
        • Trending and knowledge reuse
        • Easy access to messages and attachments
        • Keeps everything in one place and in an application everyone has and uses
      • But there are significant drawbacks to this approach
    20. 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
    21. Capturing email records
      • Not everything needs to be captured
      • Capture messages that have value
      • Keep them according to
      • records program
    22. When is an email a record?
      • When defined by statute or regulation
      • When it documents a business transaction
      • When it supports a business decision
      • When it is the only evidence of something
      • When the attachment
      • is a record
    23. Email capture decision flow Source: AIIM Email Certificate Program
    24. 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
    25. 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
      • “ Bacn”
    26. Why classify messages?
      • So we can find all messages related to a particular subject, thread, or topic
        • Because nobody wants to look at an inbox with 10,000 messages in it
        • Because it is easier to manage messages in groups
      • Because it is in our nature
    27. An approach to classification
      • 3-zone approach:
        • Inbox or transitory zone
        • Working zone
        • Records zone
      Inbox zone Working zone Records zone
    28. Inbox zone
      • Messages that have just been received
        • And perhaps not read yet
      • Transitory messages
      • Personal or non-business-related messages
        • “ Bacn”
      • Keep these messages for
      • short periods, e.g. 30 days
    29. Working zone
      • Messages that have been read but require more time to respond effectively
      • Messages related to ongoing projects or initiatives
      • Reference-type messages
      • Keep these messages
      • longer but still defined,
      • e.g. 180 days or 1 year
    30. Records zone
      • Messages that rise to the level of records
      • Ideally these are not stored in the messaging application or folders – they are moved into an ERM system
      • Retention is defined by the
      • content of the message and
      • its value to the organization
    31. EMAIL MANAGEMENT TECHNOLOGIES
    32. Messaging system
      • Not built to store massive amounts of messages
        • And attachments
        • And manage as records
      • Difficult to search across
      • inboxes
        • Discovery, auditing
    33. Print & file
      • Common approach
      • Challenges:
        • Loss of metadata
        • Attachments
        • Volume to print and to file
        • Authenticity (phishing)
    34. 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
    35. 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
    36. Email management technologies
      • Email archiving
      • Personal archive file management
      • Email encryption and digital signatures
      • Email compliance
      • Email discovery
      • Email security
      • Policy management
      • ECRM solutions
    37. ELEMENTS OF AN EMAIL POLICY
    38. 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!
    39. Elements of an email policy
      • 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
    40. Elements of an email policy
      • Mobile and web-based email
      • Backups
      • Archival
      • Privacy
      • Security
      • Retention and disposition
      • Training
      • Audit and compliance
    41. Summary
      • We have to manage messaging technologies better
      • Start with policies and procedures
      • Technology can help
      • Communicate, communicate, communicate
      • Enforce the program
    42. Questions?
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