Tips (based on my experience) on using effective communication to improve information management - conducting information audits, building relationships with stakeholders, tailoring messages to different audiences, using existing guidance and standards, learning from others at events. Repeated in shortened form in June 2016.

1. Engaging the Workforce
in Records Management
Joe Chapman
Aberdeenshire Council & IRMS
27 May 2016

2. Who Am I?
• Information Management at
Aberdeenshire Council
– RMP and Improvement Plan
– IT and business change projects
– HSC Integration, Enterprise Architecture
• Communications Officer at IRMS
– also on IRMS Scotland committee
• Find me on LinkedIn and Twitter (@joechapman30)

3. Context
A Third Force… (for good or evil?)
Info management legislation
• Public Records (Scotland) Act
• Freedom of Information
• General DP Regulation
Obligations
Data sharing requirements
Customer expectations
Finite staff resources
Public-sector budget cuts
Constraints

4. The Message
This legislation (and information management in
general) is a force for good…
…if communicated effectively!
What does “effectively” mean?
• Regular information and advice in a variety of formats
• Targeted – language and emphasis tailored to audience
• Always expressed in relation to wider business benefits
• Not a one-off exercise – continuous support available
• Approachable, flexible information management team

5. My Experience
• Response to PR(S)A – new IM team at Aberdeenshire
• First task – ‘information audit’
– getting out and about across the Shire
– info gathering; 2-way conversation
– findings -> conclusions -> recommendations
Outcomes tied to PR(S)A
requirements but with
additional council-
specific justification

6. Community
• People we spoke to
– Useful source of information ‘from the grassroots’
– Primary audience to whom we provide updates
– First points of contact when seeking Service input
• Info & Records Management Group
– ‘conduit’ for PR(S)A Improvement Plan actions
– departmental “champions” by another name

7. Communications
• Information Management Comms Plan
– Purpose, Key Messages, Audiences, Target
Outcomes, Specific Actions, Measurement
– Aim: maintain momentum for PR(S)A actions
• Example activities:
– Short articles
– Video clips
– Training guides

8. “Policy? What policy?”
PR(S)A, Records Management Plan, business classification
schemes, retention schedules, destruction and transfer
procedures, information sharing protocols…
To records managers – perfect sense
To many others – gobbledygook!
You send it -> they look at it -> it scares them -> deleted!
Or worse – they stash it away and lose it (ironically)
Legislation => need to comply (and prove it)…

9. Win Friends and Influence People
Can’t oversee everything or meet everyone in person
Build a network – people who get it, have their
colleagues’ ear, and their ear to the ground

10. Re-use, re-use, re-use
• LGCS and SCARRS
• NHS Info Gov Toolkit
• RM Toolkit for Schools
• conferences (like this one!)
– Save time – don’t reinvent the wheel!
– Put that effort into your comms instead
– National standards => authoritative
– Used by others => practical & feasible

11. Adapt the message
• Focus on benefits relevant to each stakeholder group
– Admin staff: day-to-day tasks
– Senior managers: savings, strategy
• Understand challenges – use practical scenarios,
get people to ‘feel the problem’, and
talk up improvements by other teams!
• Identify interdependencies - keep everyone informed
• Celebrate successes (big & small) - motivation, morale

12. Communication methods
Collaborative Tasks
Co-ordinating Tasks
Real-time
Communications
In person
Video chat
Phone
Instant message
Email
Forums
Wikis
Delayed
Communications
Reports!

13. Practical example
• Implementing classification and retention
– drivers and benefits: ‘the 5 Whys’
– incentives: new ways of working
– approach: sustained engagement
• Lessons learned
– no matter the benefits, never top priority
– little and often, not short and intensive
– accommodate needs / keep robust timetable

14. Closing thought
Most of the time, records management isn’t all
that difficult…
…people just need a reason to do it!
That’s where communication comes in!
• Targeted, tailored messages emphasising the benefits
• Not a one-off job – sustained engagement and support
• Highlight readily-available resources and explain them
 Always be ready to answer the question ‘Why?’
 Remember, info management is a force for good!

15. Questions?
Engaging the Workforce in
Records Management
Joe Chapman
@joechapman30