20100119-2 Arma Atlanta Email Tech

20100119-2 Arma Atlanta Email Tech - Presentation Transcript

Email Archiving Ain’t Records Management:Email Management TechnologiesJesse Wilkins, CRM

Email management technologies

Messaging system
Not built to store massive amounts of messages
And attachments
Not built to manage messages as records
Difficult to search across inboxes
Discovery, monitoring, auditing
Difficult to apply holds
3

Print & file
Common approach
Challenges:
Attachments
Threading
Volume to print
Volume to file
Findability
4

Backup tapes
Backups often store data, not files or messages
Backups store multiple copies of data
Often have to restore entire tape in order to retrieve messages
Readability of older tapes
Format, media, hardware
5

Email management applications
Move messages out of the messaging application
May provide simple retention management
But NOT records management solutions
Many different capabilities available
6

Email archiving
Copy or remove messages from messaging application store to other storage
Enforce rules for archiving based on age, size, user, or mailbox quotas
Enable centralized message capture and management
7

Email compliance
Provide compliance functionality for specific requirements
HIPAA, Sarbanes-Oxley, etc.
Message monitoring and notification
Message auditing
Incident and case management
8

Email discovery
Provide litigation hold for email messaging system
Message search, review, and production
Evidence preservation
Annotation and redaction
Case management
9

Encryption and digital signatures
Encryption solutions encrypt messages from - and sometimes within - the organization
Digital signature solutions used to sign messages from the organization
Generally managed centrally
10

Email security
Designed to protect the organization
from external threats
May provide attachment blocking and filtering
May protect against directory harvest attacks
May provide spam blocking
11

Personal archive management
Search the network to find .pst files
Extract messages and moves them into the email archive
May also leave .pst files in place but note location and index their contents
Often provide single-instance storage and de-duplication
Enforce policies for .pst files
12

Policy management
Provide enforcement of policies and procedures
Ethical walls
Content filtering
Attachment filtering
May also provide audit trails for actions taken
13

ECRM solutions
Most systems support email management
May run at server or client
May support single-instance storage
May allow declaration, management of messages as records
Varying support for attachment management
14

Email-enabled applications
Many applications have the ability to send or receive email messages
Customer relationship management
Project management
Workflow/BPM
Need to determine where and how messages are stored
15

Selecting the appropriate solution

Put the right team together
IT
Owns the existing messaging application
And the underlying information architecture
Installs and configures the solution(s)
Records management
Understands recordkeeping and compliance requirements
17

Put the right team together
Legal
Discovery is a primary use case
Formats, accessability, security all considerations
Business areas
Declaration, security, findability key
18

Gather requirements
Gather, identify, and validate requirements
Business requirements
The problem(s) to be addressed
Functional requirements
What type of functionality will solve the problem(s)?
Technical requirements
Specific to IT infrastructure
19

Research
Research the available solutions
Vendor resources
Trade publications
Conferences
Associations
Consultants and analyst firms
Other users
Standards and guidelines…
20

Determine implementation approach
Appliance
Application server
Client/plug-in
Hosted

Appliance
Application is pre-installed on hardware
Very common for email security
Easy to install and configure
Not easy to upgrade
May only work with certain platforms or in certain configurations

Application server
Application installed on organization’s hardware
Upgrades, patches, etc. responsibility of organization
Most common approach today
May require installation on messaging server

Client/plug-in
Software is installed on users’ computers
Can be deployed selectively and automatically
Often used for specific missing functionality such as indexing or contact management
Generally specific to email client and version
Can cause stability issues in the client

Hosted
Solution hosted by third-party provider
Easiest approach to implement and manage
Pay for what you use
Significant cultural issues with this approach
Discovery, security, audit also concerns
Vendor stability

The short list
Determine the vendors to consider
Narrow the list based on your specific requirements
Invite remaining vendors to provide demonstrations, references, and pilots
26

Select the solution
Cost should be a factor but not the most important criteria
Pricing is not the same as cost
Select the solution that most closely matches organization’s requirements
Select a vendor you can work with and that is committed to the relationship
27

Implementing an email management solution

Pilot
Controlled implementation to subset of organization
Validate new policies, processes, and procedures
Verify required functionality
Develop and verify training and job aids
Finalize configuration

Develop the program
Program elements should be developed before solution implementation
Email policy and procedures
Classification schemes
Classification rules and business logic
Etc.

Install the solution(s)
Install and configure the application server
Install and/or configure any required databases
Provision required storage tier(s)
Connect application server to the messaging application

Install the client(s)
Desktop client applications
Plug-ins for e.g. Outlook
Web-based client interfaces
Smartphone clients

Migrate legacy messages
Determine scope of migration
Content
Organizational
Time scale
Determine timeline for migration
Pilot, then migrate
Test migration

Develop support processes
Help desk and technical support processes
Including escalation processes
Frequently asked questions and knowledge bases
Backup and recovery processes
Litigation support processes

Conduct training
End-user training
Processes
Application interface(s)
Power user/specialist training
System administrator training
Common tasks training
Refresher training

Change management
Senior management awareness and support
Champions
Communicate early & often
Different messages for different audiences
Use all available communications methods

Questions?