email: still a record after all these years …and what about twitter, wikis & blogs – oh...
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Email: Still a Record After All These Years …and what about Twitter, wikis & blogs – oh my!!!
Donna Read, CRM, CDIA+Senior Records AnalystPresident, Florida Gulf Coast ARMA Chapter
Orlando, Florida
November 3, 2011
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Steps for Managing Email & Other Social Media Tools (Web 2.0)
#1 Research & Homework – what’s the current situation
#2 Educate – Train – Raise Awareness
#3 Develop Email & Social Media Policy
#4 Determine best solutions for your organization
#5 Implement, Enforce & Audit
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Love - Hate Affair with Email
“Email is like coming home at night after a long day and finding 70 people in your kitchen.”
John O’Donohue, Irish poet
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Statistics Average employee spends 2.5 hours a day
dealing with emails
Search on Google for “embarrassing emails” brought up 1,060,000 hits
294 billion emails were sent each day in 2010 http://www.about.com
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Defining “Other Social Media”
By Robin Riat5
More Time Spent Social Networking Than on Email Blogs and social networking are consuming more online
time than checking and writing personal email, market research firm Nielsen Online reported.
One in every 11 minutes online globally is accounted for by social network and blogging sites, the group found, or 45 billion minutes in total. That works out to a bit more than a combined 85,500 years spent on blogs and social networking sites in Dec. 2008 alone.
PC MagazineMarch 2009
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More Statistics
Virtual Worlds – 1 billion registered members (10/10)
Facebook – more than 500 million users (7/10)
YouTube – 2 billion views a day (5/10) [146 million unique viewers]
Twitter – 175,000,000 registered users (10/10)
MySpace – 125 million registered users (4/10)
LinkedIn – 60+ million members (2/10)
Dr. Patricia C. Franks 12/15/10
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Virtual Worlds
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E-mail & Other Social Media: E-mail & Other Social Media: Benefits & DrawbacksBenefits & Drawbacks
Save money Saves time No need for human
intervention Digital format for
sharing & manipulation
Informal careless Persists Proliferates No privacy Potential for misuse Virus carrier Litigation target
BenefitsBenefits DrawbacksDrawbacks
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E-mail & social medial records MUST be managed from 3 different perspectives
Legal Risk ManagementLegal Risk Management
Records ManagementRecords Management
Information Technology ManagementInformation Technology Management
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Role of Records Manager in Social Media Initiatives
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Step #1 – Research & Homework What is the current situation? Is there already email and other social media
policy in place at your organization? Is there a deletion process in place – what is it? Where does the email live – a separate server or
mixed in with all other data – inside the firewall or on the cloud?
What is the volume of legacy emails?
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Step #1 cont. - Research What social media tools are currently in use?
Is there policy governing the use of social media tools?
Are governance rules in place for Sharepoint and Wiki sites?
Are there legal requirements to keep the content of social media sites?
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Is Ignorance Bliss???
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Step #2 - Educate – Train – Raise Awareness
Email & other social media communications must be recognized as a potential record
Start with management – teach them how to recognize a record
Use statistics – headlines – litigation risks
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Where’s the Risk
Up to 80% of e-mail creators stated that they did not “have a clue’ as to when their e-mail qualified as an official record
“great inconsistency” as to what was actually classified as a record
Staff were “largely unaware” of the existence of organizational e-mail policies
Rick Barry “Email Legal Status” Message posted to the Australian Archivists(aus-archivists) listserv on March 31, 1998
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Typical Email “In Box” - Most of the messages shown are NOT
Records! 18
Typical non-record, “spam” Email
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Reference “FYI-only”
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A “Record” message21
The “envelope” (metadata) to link to the “record”
message22
This personal message was erroneously broadcast to 3,000
Email boxes on a listserv23
Recognizing Email or Web 2.0 Records
Am I the originator of the message? Is it a substantive message or just routine ‘chit-
chat’? If so, does the message have to do with the
work of my office? Is the content of the message something that I
will need in future years to do my job?
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More questions to ask…. Does the message support decisions that were made
in my program area? If I am the recipient, is the message “information only”? Does it require me to take action? Will someone need the message for operational, fiscal,
or legal purposes? Use the same thought processes as you do when taking action on other documents that cross your desk!
BE SELECTIVE ABOUT WHAT YOU KEEP!
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Step #3 - Develop Email & Web 2.0 Policy SEDONA GUIDELINES ON EMAIL POLICY DEVELOPMENT Guideline 1: Email retention policies should reflect the input of functional and business
units
through a team approach and should include the entire organization including any operations
outside the United States.
Guideline 2: The team should develop a current understanding of email retention policies and
practices actually in use within the entity.
Guideline 3: An entity should select features for updates and revisions of email retention policy
with the understanding that a variety of possible approaches reflecting size, complexity and
policy priorities are possible.
Guideline 4: Any technical solutions should meet the functional requirements identified as part
of policy development and should be carefully integrated into existing systems.
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More From Sedona Guidelines
Framework for policy development
General Retention Considerations
Typical Retention Features1. User Mailbox Size Limitations (“Quotas”)2. Automatic Deletion of User Mailbox Contents3. Extended Storage Options4. Restrictions on Local Storage
The Importance of Litigation Holds
www.thesedonaconference.org
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Email Policy TOC
Functional Overview Roles & Responsibilities General Information and Guidelines Generating and Preparing Emails Storing Emails in a document mgt system Disposal of Emails Definition of records along with other vocabulary Laws and Regulations
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Definition of Email from DOC Email Policy
“An email message consists of any document created, transmitted, or received on an email system, including message text and any attachments, such as word-processed documents, spreadsheets, and graphics that may be transmitted with a message, or with an envelope containing no message.”
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http://www.inc.com/guides/2010/05/writing-a-social-media-policy.html
More Excitement – Twitter, Facebook, and blogs!!!!
Social Media or Web 2.0
A community of people sharing ideas, both useless and useful information, smart and stupid.
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Twitter Indiscretion
Govtech.com 200932
What About Facebook?
33http://www.readwriteweb.com/archives/is_facebook_your_permanent_rec.php
Conversations: Microblogs
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Conversations: Blogs
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Step #4 – Determine the best solution for your organization
Team of stakeholders – Management, RM, IT, Legal, & Budget
Map out options – they are limiteda) Manually manage e-mail & Web 2.0b) Use software to managec) Combination of both *all options involve resources $$$$
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Moving Legacy Data to Buckets #1 Non-Business information that is no longer useful to you
and can be destroyed
#2 In-progress information you have created or received that
is directly related to your current work activities. Includes
short-term reference materials or personal information
useful only to you in conducting company business
#3 Final information directly related to your assigned work
activities or information required for the company to have
adequate records. These records are defined in the
Corporate Records Retention Schedule
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3-buckets – Rohm & Haas Co.
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Cc…
Subject: 5000.15 – Customer Svc. Complaint at Checkpoint (REPLY)
Mr. Public,
We sincerely appreciate your feedback and are working to reduce delays associated with holiday travel.
Jane DoeAirport Customer Stakeholder
E-Mail Example – Marking Subject / File Code
Marking Electronic Records
Software Solutions
Email Archiving software
Email modules are available for document management systems
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Choosing Software
One size does not fit all Nothing is plug and play Costs continue - not a one time thing Needs to work with other systems in your
organization Takes a lot of resources and continued IT
support
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Email = Evidence Mail
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E-mail Law Suits
Wrongful Termination: Potential cost $20 million
Martha Stewart
Enron Corporation
Department of the Interior
BEWARE OF BEWARE OF LITIGATIONLITIGATION
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Email Involved in Litigation
“No matter what happens, we have to slow down Netscape’s ability to drive new protocols/stds down.” “Do we have a clear plan on what we want Apple to do to undermine Sun?”
Microsoft emails used by Department of Justice in antitrust litigation.
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Are Email & other Web 2.0 transmissions a record?
“The meeting with the FDA yesterday was a tremendous success! No black box [warning]!”
Email discovered during Fen-Phen litigation of pharmaceutical executive bragging about convincing the FDA that a warning label on a bottle was unnecessary.
Settled for $3.75 billion45
Guidance Already in Existence
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Resources
www.fgcarma.org www.arma.org www.archives.gov www.naa.gov.au www.aiim.org www.thesedonaconference.org
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Step #5 – Implement, Enforce & Audit Once policy is developed & approved it must
be distributed and taught Policy needs to include what steps will be in
place to enforce the new rules Everyone in the organization needs to
understand the importance of following the policy
Audit of the email and Web 2.0 tools will ensure that implementation is done
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Summary - 5 Steps
#1 Research & Homework – what’s the current situation
#2 Educate – Train – Raise Awareness
#3 Develop Email & Social Media Policy
#4 Determine best solutions for your organization
#5 Implement, Enforce & Audit
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Thank you
Donna Read, CRM, CDIA+Senior Records AnalystNational Archives & Records [email protected]@nara.gov
WWII Poster
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