Data Archive Considerations for Customer Communication Management

4. How Big is the Problem? • Overall – In 2003, UC Berkley estimated 5 exabytes of new data stored on digital drives • 1 petabyte = 1,000 terabytes • 1 exabyte = 1,000 petabytes – In 2008, IDC estimated 281 exabytes of digital information was created and replicated globally • That’s 45GB for each person on earth • Specific examples – Internet traffic in March 2010 was estimated at 21 exabytes – Email storage now commonly 25GB per user – Individual statement (AFP) used to average perhaps 10-15KB per statement • Now several MB per statement – Color, more graphics • What happens when your online statement includes personalized audio and video?Slide 4Copyright © 2011 Stephen D. Poe

5. How Big is the Problem? • The number of files is growing even faster – Average file size is shrinking • No longer just large print files • Emails, IM log, single tweet, QR request – Example: storing 1 TB • 1,000 1GB production files • 1,000,000,000 1KB email filesSlide 5Copyright © 2011 Stephen D. Poe

6. Multi-Channel World • You archive your customer correspondence – Bills, statements, notices • Only 24% of US bank account holders have gone paperless • 37% say they will never go paperless (Forrester) • How about new multi-channel messages? – Email, instant messages, mobile, video, voice, Tweets, and blog posts • Instant messages, Twitter posts and blog posts are not archived in 80% of the organizations using them. • All may be discoverable – They may need to be storedSlide 6Copyright © 2011 Stephen D. Poe

8. Framing the Archive Issue • Our archives must meet: – All legal and regulatory requirements • to hold all required electronic documents • for the mandated length(s) of time – in a cost effective manner – with a defensible plan to manage them • Insuring that, when required, we can reproduce the ‘original’ – enough to satisfy a judgeSlide 8Copyright © 2011 Stephen D. Poe

9. Archival System Components • Storage Format(s) – Multiple, and growing • Archival system – Hardware – Software – Network • Retrieval/display software – Network • Process and proceduresSlide 9Copyright © 2011 Stephen D. Poe

11. Archive Projects Completed enterprise, No plans, 5% 12% In next 12 months, 16% Implementing enterprise, 28% Departmental , 24% Across departments, 15% Source: AIIM ECM state of the Industry study 2010Slide 11Copyright © 2011 Stephen D. Poe

13. What Do You Have Now? • ECM, WCM, MCM, repositories of record, archives – How many silos in-house all ready? – Who owns which data? • Where should we keep it all? – Single repository for all data, all formats? – Separate repositories specialized for each?Slide 13Copyright © 2011 Stephen D. Poe

15. Storage & Admin & Overhead, Oh My! • Storage may be cheap – Management and ’-ilities aren’t • Metrics to think about – $/terabtye continues to fall • Perhaps $2000-$3000/TB for near-Pentabyte systems – Petabytes/IT Storage Administrator • Burdened labor overhead of perhaps $100K per admin – And overhead • Rent, electricity, cooling, security – What ‘Green Footprint’?Slide 15Copyright © 2011 Stephen D. Poe

16. The Cloud• Remember ASPs? – Review pros and cons• In-house vs. outsourced – Where outsourced?• Regulatory environment – Will this data ever cross a trans-national boundary?• Recent Amazon.com outage – 4 days down – 98.9% annual up time – What are the SLAs? – What are the penalties? – But could you do better in-house?• Corporate level of risk – To allow corporate data to be held off-site – But is it any safer in-house?Slide 16Copyright © 2011 Stephen D. Poe

17. Legal • Compliance with rules and regulations – Especially with evolving regulations – Joint legal/IT taskforce to keep up with changes? • International considerations – EU privacy rules considerably tighter – Conflicts • Limited or no sharing of data across borders • US discovery laws vs. EU privacy directivesSlide 17Copyright © 2011 Stephen D. Poe

18. Preserving Your Data • How long do you need to archive – Legal and regulatory requirements • 7 years – 100 years • Average lifespan of a format & reader software – Perhaps 2-3 major OS upgrades • Look at PDF/A for possible format – ISO standard for very long term archive & retrieval – Good for some (but not all) documentsSlide 18Copyright © 2011 Stephen D. Poe

19. Finding Your Data • Key indices – Good enough in the past • For legacy applications on older data • Structured taxonomies – If you develop the taxonomies before designing the archive • The New Search – Full text search is a goal – What does that mean against several Pentabytes of data? • Metadata – Exceptionally valuable – Usually exceptionally expensive, especially to retrofitSlide 19Copyright © 2011 Stephen D. Poe

21. The ‘-ilities • The ‘-ilities – Usability, reliability, maintainability, scalability, availability, extensibility, security, portability • Difference between a system and a success – Requires long term commitment to people, process, and standards – Set standards, define metrics, monitor and fix issues as they ariseSlide 21Copyright © 2011 Stephen D. Poe

22. Archive Planning • Detailed knowledge of what is to be archived – Current & future production processes – Legacy data and documents – Current multi-channel and social media – Future data and documents? • Detailed knowledge of how it will be used – By whom – On what platform(s)? – For what purposesSlide 22Copyright © 2011 Stephen D. Poe

23. Archive Planning • Archive system design – Implementation – Maintenance & upgrades – Be flexible – things will change • Corporate processes and procedures – Satisfy the –’ilities – Continue to meet the business goals – Plan for regular review and transitionsSlide 23Copyright © 2011 Stephen D. Poe

24. Archive Planning – A Checklist • Develop the business plan – Business goals, business case, costs, funding, project management • Technology review – Time estimates, requirement gathering, analyze, plan, get consensus • Develop policies and process – Define processes, people, standards, tools, technologies, metrics • Develop Project Plan – A PM is a good idea • Gap Analysis and build underlying foundation – Environment, platforms, skill sets, enterprise architecture • Develop plan details – Implement, test, modify • MaintenanceSlide 24Copyright © 2011 Stephen D. Poe

Data Archive Considerations for Customer Communication Management

Stephen D. Poe, SPC4, CSM, CSPO, PMC, EDP

Data Archive Considerations for Customer Communication Management