What is Email Management?


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This presentation provides you with an overview of Email Management (EMM). The slides are from AIIM's EMM Certificate Program, which is a training program designed from global best practices among AIIM's 65,000 Associate and Professional members.

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  • What is Email Management?

    1. 1. What is Email Management?
    2. 2. Why are we sending so much email? <ul><li>It is easy </li></ul><ul><li>It is nearly instantaneous </li></ul><ul><li>It is asynchronous </li></ul><ul><li>It is convenient </li></ul><ul><li>It is platform-neutral </li></ul><ul><li>There is a written record of communication </li></ul>© AIIM | All rights reserved
    3. 3. What is email management? <ul><li>As the de facto standard for business communication, removing emails from the server and saving them to a repository is not enough. Email must be classified, stored, and destroyed consistent with business standards-just as with any other document or record. </li></ul>© AIIM | All rights reserved
    4. 4. Email management is NOT: <ul><li>Saving all email messages forever </li></ul><ul><li>Saving all email messages in the messaging application </li></ul><ul><li>Setting arbitrary time limits for all messages </li></ul><ul><li>Setting arbitrary mailbox sizes for all users </li></ul><ul><li>Declaring “email” as a record series </li></ul><ul><li>Doing nothing </li></ul>© AIIM | All rights reserved
    5. 5. Business drivers <ul><li>Email incorporated into business processes </li></ul><ul><li>Volume of email overwhelms manual management processes </li></ul><ul><li>Changes to U.S. FRCP </li></ul><ul><li>Changes to privacy regulations </li></ul><ul><li>Compliance, collaboration, cost, and continuity </li></ul>© AIIM | All rights reserved
    6. 6. Why email management? <ul><li>Email is different from other information types </li></ul><ul><ul><li>Volume </li></ul></ul><ul><ul><li>Informality </li></ul></ul><ul><ul><li>Ease of creation </li></ul></ul><ul><ul><li>and forwarding </li></ul></ul><ul><ul><li>Attachments </li></ul></ul><ul><ul><li>Metadata </li></ul></ul><ul><li>Email requires different tactics </li></ul>© AIIM | All rights reserved
    7. 7. Email Management – An Oxymoron? <ul><li>Survey of 1,043 end users </li></ul><ul><li>18% spent 50%+ of their </li></ul><ul><li>time on email </li></ul><ul><li>35% have not yet begun </li></ul><ul><li>to address core email </li></ul><ul><li>management issues </li></ul><ul><li>41%: “Much remains to be done” </li></ul>© AIIM | All rights reserved
    8. 8. Email Management – An Oxymoron? <ul><li>44% have a strategy for email retention </li></ul><ul><li>73% believe retention of email will be important </li></ul><ul><li>72% want email archival integrated into enterprise content management (ECM), electronic records management (ERM), or enterprise information management (EIM) platforms </li></ul>© AIIM | All rights reserved
    9. 9. Cost of capturing everything <ul><li>Capturing everything is expensive </li></ul><ul><ul><li>Cost of storage </li></ul></ul><ul><ul><li>Cost to manage storage and backups </li></ul></ul><ul><ul><li>Cost to productivity </li></ul></ul><ul><ul><li>Cost to restore messages </li></ul></ul><ul><ul><li>Cost of discovery </li></ul></ul><ul><ul><li>Risk of inadvertent disclosure </li></ul></ul>© AIIM | All rights reserved
    10. 10. Email management principles <ul><li>Email must be managed according to content and value to the organization </li></ul><ul><li>Email should be stored appropriately </li></ul><ul><li>Email is not a records series </li></ul><ul><li>unto itself </li></ul><ul><ul><li>Email can be more than </li></ul></ul><ul><ul><li>“ correspondence” </li></ul></ul>© AIIM | All rights reserved
    11. 11. Email management principles <ul><li>Email belongs to the organization, not the individual </li></ul><ul><ul><li>Not always true – particularly </li></ul></ul><ul><ul><li>outside U.S. </li></ul></ul><ul><li>Email is a business tool </li></ul><ul><ul><li>90+% use email for business </li></ul></ul><ul><li>Email should be used </li></ul><ul><li>appropriately </li></ul>© AIIM | All rights reserved
    12. 12. Manual email management <ul><li>Relies on users to manage their own email </li></ul><ul><li>Focused on policy and procedure development, training, and auditing </li></ul><ul><li>Users determine which messages to keep </li></ul><ul><li>Users move messages manually into other storage locations </li></ul><ul><ul><li>Folders on their PC, folders on network shares, other repositories </li></ul></ul>© AIIM | All rights reserved
    13. 13. Automatic email management <ul><li>Typically done at the messaging application </li></ul><ul><li>System retains certain messages automatically </li></ul><ul><ul><li>All messages sent/received/internal </li></ul></ul><ul><ul><li>All messages from some users </li></ul></ul><ul><ul><li>All messages that meet certain content or metadata rules </li></ul></ul>© AIIM | All rights reserved
    14. 14. Outsourcing email mgmt <ul><li>Use a hosted service to provide email management services </li></ul><ul><ul><li>Archival and storage </li></ul></ul><ul><ul><li>Security </li></ul></ul><ul><li>Or outsource email entirely </li></ul><ul><ul><li>e.g. Microsoft Exchange online or Google Apps Premium Edition </li></ul></ul>© AIIM | All rights reserved
    15. 15. Selecting the right strategy <ul><li>Do a risk assessment </li></ul><ul><li>Do a cost-benefit analysis </li></ul><ul><ul><li>Cost of hardware and software </li></ul></ul><ul><ul><li>Operating costs </li></ul></ul><ul><li>Consider the corporate culture </li></ul><ul><ul><li>Will it tolerate the perception of privacy issues for outsourcing? </li></ul></ul><ul><li>Automate to the extent possible </li></ul>© AIIM | All rights reserved
    16. 16. What is email governance? <ul><li>Accountability for organization’s information assets – here, email messages and attachments </li></ul><ul><li>Good governance: </li></ul><ul><ul><li>Ensures compliance with regulations and legislation </li></ul></ul><ul><ul><li>Enables productivity improvements </li></ul></ul><ul><ul><li>Enables organization to respond to change and new opportunities </li></ul></ul><ul><ul><li>Helps information exchange with customers, partners and providers </li></ul></ul><ul><li>Sustains good information management practices </li></ul>© AIIM | All rights reserved Looking after Information properly
    17. 17. Email policy <ul><li>Broad statements that reflect organization’s goals and culture </li></ul><ul><li>Many organizations use them to address acceptable usage </li></ul><ul><ul><li>May include a number of other elements </li></ul></ul><ul><li>Should be included in broader communications or information management policy </li></ul>© AIIM | All rights reserved
    18. 18. Email policy elements <ul><li>Every organization’s email policy will be different </li></ul><ul><ul><li>Public vs. private sector </li></ul></ul><ul><ul><li>Regulatory requirements, both horizontal and vertical </li></ul></ul><ul><li>There are some common areas that should be addressed </li></ul>© AIIM | All rights reserved
    19. 19. Acceptable usage <ul><li>Most common element of email policies today </li></ul><ul><li>Typically addresses things NOT to do: </li></ul><ul><ul><li>Obscene language or sexual content </li></ul></ul><ul><ul><li>Jokes, chain letters, or business solicitations </li></ul></ul><ul><ul><li>Racial, ethnic, religious, or other slurs </li></ul></ul><ul><li>May address signature blocks </li></ul><ul><ul><li>Standardization, URLs, and pictures </li></ul></ul>© AIIM | All rights reserved
    20. 20. Effective usage <ul><li>Provides guidance on drafting messages </li></ul><ul><ul><li>Wording and punctuation </li></ul></ul><ul><ul><li>Spell and grammar check </li></ul></ul><ul><ul><li>Effective subject lines </li></ul></ul><ul><li>Provides guidance on email </li></ul><ul><li>etiquette </li></ul><ul><li>May also provide guidance </li></ul><ul><li>on addressees </li></ul>© AIIM | All rights reserved
    21. 21. Personal usage <ul><li>Outlines whether personal usage is allowed at all </li></ul><ul><li>May outline limitations to personal usage </li></ul><ul><ul><li>Which would certainly include the acceptable usage notes listed previously </li></ul></ul><ul><ul><li>Separation of personal and business usage within individual messages </li></ul></ul>© AIIM | All rights reserved
    22. 22. External email account access <ul><li>Describes whether users may access external email accounts from within the organization </li></ul><ul><li>Identifies any high-level limitations associated with that access </li></ul><ul><li>May also address whether users </li></ul><ul><li>can access organizations </li></ul><ul><li>accounts remotely </li></ul>© AIIM | All rights reserved
    23. 23. Ownership and stewardship <ul><li>Outlines whether email is considered to be owned by the organization </li></ul><ul><ul><li>Common in the U.S., but not as common in other countries </li></ul></ul><ul><li>Outlines responsibility for stewardship of messages, both sent and received </li></ul>© AIIM | All rights reserved
    24. 24. Privacy <ul><li>Outlines whether there is any expectation of privacy or not with organizational email </li></ul><ul><ul><li>Significant differences within the U.S. vs. outside the U.S. </li></ul></ul><ul><li>Outlines whether email will be monitored </li></ul><ul><li>Identifies who may have </li></ul><ul><li>access to an individual’s </li></ul><ul><li>email </li></ul>© AIIM | All rights reserved
    25. 25. Retention and disposition <ul><li>Identifies that messages should be managed according to value </li></ul><ul><li>Identifies that messages should be retained according to records program, and dispositioned at the end of the lifecycle </li></ul><ul><li>Addresses management of messages </li></ul><ul><li>that are not records </li></ul>© AIIM | All rights reserved
    26. 26. Legal issues <ul><li>Outlines that email is subject to discovery </li></ul><ul><li>Assigns responsibility for communicating legal holds </li></ul><ul><li>Describes whether or not </li></ul><ul><li>disclaimers will be used </li></ul><ul><li>May outline privilege issues </li></ul>© AIIM | All rights reserved
    27. 27. Encryption and digital signatures <ul><li>Outlines whether encryption is allowed at all </li></ul><ul><li>If allowed, outlines what approaches available for encryption </li></ul><ul><li>Addresses whether to use digital signatures and what approaches to use </li></ul>© AIIM | All rights reserved
    28. 28. Mobile email <ul><li>Most often found as part of general policies for mobile workers </li></ul><ul><li>Addresses security and technical requirements for mobile devices </li></ul><ul><li>Addresses requirements for anti-virus and anti-spam protection, encryption, and/or VPN </li></ul><ul><li>Addresses synchronization </li></ul>© AIIM | All rights reserved
    29. 29. Archival <ul><li>Addresses whether/how email will be archived </li></ul><ul><li>Addresses whether personal archives will be allowed and how </li></ul><ul><li>they will be managed </li></ul><ul><li>May address backups </li></ul>© AIIM | All rights reserved
    30. 30. Security <ul><li>Attachment limitations </li></ul><ul><ul><li>Whether they can be sent at all </li></ul></ul><ul><ul><li>Size limitations </li></ul></ul><ul><ul><li>Format or content type limitations </li></ul></ul><ul><ul><li>Non-business-related attachments </li></ul></ul><ul><li>Attachments vs. links </li></ul><ul><li>Content filtering </li></ul><ul><li>Encryption and DRM </li></ul>© AIIM | All rights reserved
    31. 31. Email processes and procedures <ul><li>More detailed information for how to follow the policy guidance outlined above </li></ul><ul><li>Specific to different departments, processes, roles, and applications </li></ul><ul><li>These processes form the core of the Practitioner course </li></ul>© AIIM | All rights reserved
    32. 32. A common approach to policy development <ul><li>HR drafts the policy </li></ul><ul><li>Legal and business unit leaders review (maybe) </li></ul><ul><li>HR publishes the policy </li></ul><ul><li>Managers or HR send out an email blast announcing the policy </li></ul><ul><li>HR enforces the policy </li></ul><ul><li>What’s wrong with this picture? </li></ul>© AIIM | All rights reserved
    33. 33. A better approach <ul><li>Policy and procedures drafted in a vacuum will not reflect business reality </li></ul><ul><li>All key stakeholders should be involved in the drafting and/or review – including users </li></ul><ul><li>It requires communication and training </li></ul><ul><ul><li>More than a single email blast </li></ul></ul><ul><li>All of these steps apply to procedures as well </li></ul>© AIIM | All rights reserved
    34. 34. The policy development framework © AIIM | All rights reserved
    35. 35. Email management technologies - 1 <ul><li>Email archiving </li></ul><ul><li>Email compliance </li></ul><ul><li>Email discovery </li></ul><ul><li>Email encryption and </li></ul><ul><li>digital signatures </li></ul>© AIIM | All rights reserved
    36. 36. Email management technologies - 2 <ul><li>Email security </li></ul><ul><li>Personal archive file management </li></ul><ul><li>Policy management </li></ul><ul><li>ECM/ERM/EIM </li></ul><ul><li>Email-enabled </li></ul><ul><li>applications </li></ul>© AIIM | All rights reserved
    37. 37. For more information – AIIM EMM Certificate Program © AIIM | All rights reserved Email Strategy Email Practitioner Email Specialist Case Study
    38. 38. Email Practitioner course outline © AIIM | All rights reserved 9. Archival 1. Introduction 10. Email and ECM 8. Technologies 7. Security 6. Governance 5. Classification 4. The capture process 3. Architecture 2. Inside the inbox
    39. 39. www.aiim.org/training