Email Management – the good, the bad and the uglyAn AIIM Survey conducted during March 2009Reuse permitted withacknowledgement, ©AIIM - www. aiim.org

The Enterprise Content Management AssociationWe are the community that provides education, research, and best practices to help organisations control information and maximise its value.Page 2www.aiim.org.uk

Demographics+18% ECM suppliers - selectivePage 3

For each type of content, evaluate the degree of control that exists in your organization in managing it – “somewhat” or “very unmanaged”.Content TypesText messages, IM, blogs & wikis are off the corporate radar in 70% of organizationsEmails and attachments not much betterAll respondents (462)Page 4

Emails - recorded, complete, and retrievable? How confident are you that emails related to documenting commitments and obligations made by you and your staff are recorded, complete, and retrievable? 56% have little or no confidence in their emails.“Slightly” or “Not Confident”Page 5

Which of the following would best describe standard practice in your organization for dealing with "important" emails?Page 6Outlook “Archive”All >10 emps (857)

Do you have a policy on Outlook "Archive settings" (or equivalent in your email client)?Outlook “Archive”Where is the email archive?All >10 emps (901)Page 7

Do you use a mobile device to access emails on the move?Page 8Email - personal68% mobile,48% on a PDA or phoneAll respondents , multiple options

Do you normally process work-related emails outside of normal office hours?Page 9Email - personalAll respondents (1020)

On average, how long do you spend per day processing your emails?Page 10Email - personal38% more than 2 hours per dayAll respondents (1026)

Which of the following statements is the most appropriate to describe how your organization uses email for recording commitments, agreements or contracts?Page 11Email in the business28% insist on signed paper or fax, the rest use emailsAll respondents (380)

Which THREE of the following document collaboration tools would you say are the most used by your team or within your business unit?Page 12CollaborationMost of us are still playing email ping-pong10+ employees (656)

How long would it take to produce all of the organizational information related to a former customer or constituent? Legal Discovery28% would take more than a month18% had been exposed to a legal challenge in the last 12 months and a further 15% in the last 3 years – a 1 in 3 chanceAll respondents (468)Page 13

Which THREE of the following would you say are the biggest problems generally with email as a business tool? Page 14Email in the businessFinding emails is next biggest problem after “Sheer overload”All respondents , multiple options

What would you say are the 3 issues of most concern in your organization at the moment regarding emails? Page 15Email in the businessEmail archive is biggest issueAll respondents , multiple

Which of the following would best describe who makes decisions about email policy in your organization?Email governanceIT on their own in 20%All >10 emps (940)Page 16

Does your organization address any of the following through formal policies, guidance, or (partial) automation?Email PoliciesBasic records management policies missingAll >10 emps (857)Page 17

What stage is your organization at with regard to IMPLEMENTING an email management strategy over and above the basic functionality?Page 18Email management adoption10% complete, 35% in progress 33% have plansAll >10 emps (940)

What would you say are the TWO most prominent reasons as to why you haven't yet implemented an email management strategy? Email management adoptionNon adopters >10 emps (428)Page 19

In what TECHNOLOGY does your organization plan to invest the next 12-18 months? EMM Technology38% are planning to store emails in ECM22% in dedicated system>10 emps, non-trade , multiplePage 20

How do you think your organization's Email Management spending will be in the following areas in 2009 compared to 2008?Page 21EMM spendLicenses upServices down >10 emps, non-trade , (673)

SharePoint plansCollaboration then DMRM capabilities now better understood.Email very low Do you currently use or have immediate plans to use SharePoint 2007/MOSS in the following applications? SharePoint users (233)Page 22

Which 3 of these typical problems have affected your organization’s document or records management implementation? Page 23ImplementationAll respondents (284)Cf: planned cut backs in consultancy and training

AIIM QualificationsGet a recognised qualification in ECMClassroom, in-house and online. 1, 2 & 4-day courseswww.aiim.org.uk/trainingPage 24

AIIM Industry Watch Reports – ECM, EMM and E2.0Download these reports free from: www.aiim.org/researchPage 25Doug MilesDirector, AIIM Market Intelligence