IT is from Mars: RIM is from Venus

How Can We Work Together?

Presented by

Douglas Schultz

2

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Disclaimer

3

Hurricane Ike

Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

5

About me

6

About Me - Interests

7

About Me - Career

8

Access Sciences

• Access Sciences has been in the information management field for more than 23 years.

• Our core competency is information management and technology consulting from the local level to the global enterprise.

• Our diverse client roster includes global corporations, government organizations, non-profits, and domestic based businesses

• Our professionals are frequent conference speakers, authors, trainers, and panelists, and are called on as field experts by numerous professional organizations and clients.

9

Access Sciences (continued)

• ~100 Highly Skilled Professionals– Key certifications among our staff include:

• Certified Records Managers (CRM)

• Certified Document and Imaging Architects (CDIA+)

• Project Management Professionals (PMP)

• Certified Business Continuity Managers (CBCM)

• Information Capture Professionals (ICP)

– Active Industry Leadership• Director, ARMA International

• Member, ARMA Standards Development Committee

• Chairman, AIIM Master Accreditation Committee

• Developer, AIIM Certification Course

10

"I may not have gone where I intended to go, but I think I have ended up where I needed to be."

- Douglas Adams (1952 - 2001) author of Hitchhiker's Guide to the Galaxy series

Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

12

0

200

400

600

800

1000

1200

1400

1600

1800

2000

2005 2006 2007 2008 2009 2010 2011

Exab

yte

s

InformationCreated

AvailableStorage

Exploding Digital Universe

Source: IDC’s The Diverse and Exploding Digital Universe, 2008

13

Disk Growth

• Gartner estimates 18.8% worldwide growth rate

• Many would think this is US-based:

– Japan - 38.7%

– Latin American – 25.2%

– Europe, Middle East and Africa – 22.3%

– Asia Pacific – 16.6%

– US - 12.8%

14

Context

• Large sanctions for mismanaged e-discovery

• 30% of companies don’t have electronic records in their retention program1

• 93% of all documents produced since 1999 were born digital

• Managers spend up to two hours searching for information2:

– More than 50% of information found is of no value

– 42% accidentally use the wrong information at least once a week

– 53% find less than half the information they do get is of value

1Cohasset Associates ARMA AIIM 2007 “Call for Collaboration”2LexisNexis 1/4/2007 – Accenture survey

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Context - Information Workers

330,0003,300632.2Version control issues

345,0003,450662.3Acquiring archived records with little or no automation

360,0003,600692.4Converting documents from one format to another

450,0004,500873.0Recreating content

525,0005,2501003.5Unsuccessful search

570,0005,7001103.8Reformatting from multiple formats to one document format

Annual Enterprise Cost for 100 Information Workers

Cost per Worker per Year * ($)

Cost per Worker per Week * ($)

Average Weekly Hours

Task

Annual Cost of Wasted Effort

Source: IDC’s Proving the Value of Content Technologies Study, 2004* Based on average salary of $60,000 per year plus benefits ($28.85 loaded/hour)

Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

17

How We Got Here

• Records Management– Roots in managing paper, historical records or

archives– Focus on policies, procedures, retention, disposition– Back-office function– Historically low organizational status, reporting to

Administrative Services, HR or Legal– Not always exposed to entire Enterprise– Typically smaller budgets– Low ranking in terms of investment in human capital– More interested in the message than the medium– Experts in compliance and government regulations

18

How We Got Here

• Information Technology

– Roots in managing technology, networks, applications

– Focus on technology, productivity and efficiency gains

– Viewed as more integral to the enterprise

– Higher visibility in the organization; typically reports to senior level executive (CEO/COO)

– Exposure to everyone in the enterprise

– Typically larger budgets

– More interested in the medium than the message

– Experts in networks, appliances and software

19

What is Changing

• Focus on big “I” - Information– Legal and Compliance– New collaborative technologies (i.e. SharePoint)– Productivity issues:

• Too much time is spent assembling and collecting rather than analyzing and making decisions.

• Not enough information visibility; the information is often retrospective rather than real time.

• Efficiencies gained in finding the right information at the right time

• Efficiencies lost in recreating information not found

• More than anything, IT needs the discipline RIM can bring into the equation

20

Where does Records Management report in your

organization?

27%

20%

17%

36%

Other

Legal/Compliance

IS/IT

Admin Svcs

Percent of Total Responding

Source: Cohasset Associates ARMA AIIM 2007 “Call for Collaboration”

21

Who currently has responsibility for the day-to-day mgmt

of electronic records?

18%

3%

26%

54%

Other

Legal-Compliance

RIM

IS/IT

Percent of Total Responding

Source: Cohasset Associates ARMA AIIM 2007 “Call for Collaboration”

22

Cross Functional CompetenciesIT Types ranking their

knowledge of ERM

30%

29%

24%

10% 8%

Source: AIIM 2007 State of the ECM Industry

RM Types ranking their

knowledge of IT

43%

27%

10%2%

19%

Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

24

RIM Requirement

• Records Retention

– Retention Schedule – policy document

– Retention periods are based on:

• Legal, Statutory, or Regulatory requirements

• Business needs that may exceed those

• An evaluation of possible legal or financial risks

• Any possible historic, enduring, or intrinsic value

– Objective is to assign a value to information consistent with its need for business

25

IT Understanding

• We have Backup Tapes!!

– Designed to provide wholesale recovery from catastrophic failure

– Cannot provide authenticity, real time access or security

– Does not enable record-level management –all or nothing

– Keeping them forever negates the other efforts to systematically eliminate information

26

RM Requirement

• Information Lifecycle Management

– Why?

• provide accurate, timely and complete information

• make documents more accessible and retrievable

• help to secure and protect critical information assets.

• ensure disposal of unneeded information

– Not solved by applying technology, but aids RM in managing the information.

27

Information Lifecycle Mgmt - Example

Implement Disposition

PreserveDelete

Destroy

Search/Use(Use Cases)

Read-OnlyRead-WriteRepurpose

FileSave

IndexClassify

CreateReceive

Archive/Preserve

Retention

Requirements Met

Re-classify/Re-index

Implement Legal and Tax Holds as Appropriate

Live Repository

28

IT Misunderstanding

• Information Lifecycle Management (ILM)

– Storage Vendors - “Buy to Comply”

• Branded as compliance solution

• Implies all information is equal

– Why do anything?

• Storage device capacity increases at 60% or more per year

• Storage prices falling at 35% or more per year

– Lack of understanding can lead to

• Higher Storage and Storage Mgmt Costs

• Greater Discovery Costs

29

• Equally aggressive data migration strategy and records retention solution needed – Storage Management Policy should complement

records retention policies

– Data not frequently used may still have a lengthy retention requirement

– Cost-efficient for data you use infrequently

• Bare Minimum – embrace philosophy of retain the least amount of info required

• Best Practice – Store information with similar retention periods on same media type

IT Needs to understand

30

• Equally aggressive data migration strategy and records retention solution needed – Storage Management Policy should complement

records retention policies

– Data not frequently used may still have a lengthy retention requirement

– Cost-efficient for data you use infrequently

• Bare Minimum – embrace philosophy of retain the least amount of info required

• Best Practice – Store information with similar retention periods on same media type

IT Needs to understand

Do you believe that Information Systems at your organization really understands the concept of “life cycle” regarding the management of your organization’s electronic records?

30% - Yes44% - No26% - Don’t Know

Source: Cohasset ARMA AIIM Electronic Records Management Survey

Do you believe that Information Systems at your organization really understands the concept of “life cycle” regarding the management of your organization’s electronic records?

30% - Yes44% - No26% - Don’t Know

Source: Cohasset ARMA AIIM Electronic Records Management Survey

31

RM Requirement

Electronic Messaging Retention/Archiving• It may be a record

– Categorized by subject matter– Given a retention period based upon that subject

matter, not the media

• Advantages– Has the virtues of precision and specificity; – Searchability– Retained based upon its assessed value

• Disadvantage– Categorization has proven to be a formidable

challenge

32

IT Understanding

Electronic Messaging Retention/Archiving

• Typical view problem as one of bulk reduction

– Retained for some period -- 60 days, 90 days, 1 year, etc. or until mailbox reaches certain size

– Deleted en mass.

• Advantage - Simple and easy to implement

• Disadvantage - Assumes that e-mail is homogeneous and can be treated identically.

Email Management Strategy:

62% no definition of email management and users are responsible for

deleting, managing, classifying and saving email on their

desktops

29% capture and save all e-mail, regardless of content, for a specific

length of time

Source: AIIM Survey - E-Mail Management: An Oxymoron?

Email Management Strategy:

62% no definition of email management and users are responsible for

deleting, managing, classifying and saving email on their

desktops

29% capture and save all e-mail, regardless of content, for a specific

length of time

Source: AIIM Survey - E-Mail Management: An Oxymoron?

33

IT Needs to Understand

Electronic Messaging Retention/Archiving• Business records must be managed properly

regardless of how they originate or are stored.• Retain it according to retention schedule, not by

type of media• Make E-Mail that are business records easy to

retain and classify.• Manage to ensure accuracy and trustworthiness• Be prepared for E-Discovery of E-Mail• Look at new technologies to decrease email

volume.

34

IT Needs to Understand

• Digital Preservation– Information technology life cycle is faster than the information life

cycle

– Digital preservation problem is greater than problems associatedwith preserving physical records.

– IT must find methods to accommodate these needs, realizing that information may be kept for periods that exceed 50 years; even permanently!

– The records must remain viable, verifiable, able to be authenticated, and accessible in a reasonable amount of time for as long as required to be retained.

– A model for persistent archives – (OAIS - Open Archival Information System)

• ISO 14721 and ISO 15489 (4.3.9.2)

35

IT Needs to Understand

• Digital Preservation– Information technology life cycle is faster than the information life

cycle

– Digital preservation problem is greater than problems associatedwith preserving physical records.

– IT must find methods to accommodate these needs, realizing that information may be kept for periods that exceed 50 years; even permanently!

– The records must remain viable, verifiable, able to be authenticated, and accessible in a reasonable amount of time for as long as required to be retained.

– A model for persistent archives – (OAIS - Open Archival Information System)

• ISO 14721 and ISO 15489 (4.3.9.2)

Long-Term Digital Storage:

42% of IT professionals don’t realize they will have to migrate records

to comply with retention policies.

70% of the companies do not have formal plan to migrate older records

so they will be accessible throughout the retention schedule.

83% have no budget for migration.

Source: Cohasset ARMA AIIM Electronic Records Management Survey

Long-Term Digital Storage:

42% of IT professionals don’t realize they will have to migrate records

to comply with retention policies.

70% of the companies do not have formal plan to migrate older records

so they will be accessible throughout the retention schedule.

83% have no budget for migration.

Source: Cohasset ARMA AIIM Electronic Records Management Survey

Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

37

Your role in the organization

21%

26%

16%

27%

4%

5%

Other

IT

DM/Imaging

RM

Exec

Bus User

Percent of Total Responding

Source: AIIM 2008 State of the ECM Industry

38

How would you best characterize your

organization's experience with DM/RM?

4%

13%

32%

20%

30%

Have not begun a DM/RM project andhave no plans.

Have not begun a DM/RM project, butplan on doing so in the next 6 mons.

Have undertaken one or more DM/RMprojects at dept. level.

Currently integrating DM/RM projectsacross depts.

Deploying and implementingenterprise scale DM/RM capability.

Source: AIIM 2008 State of the ECM Industry

39

How confident are you in your organization

managing, controlling and utilizing electronic

information.

4%

22%

39%

28%

7%

Very Confident Quite Confident Confident

Slightly Confident Not confident at all

Source: AIIM 2008 State of the ECM Industry

40

How confident are you that you could

demonstrate that your electronic information is

accurate, accessible and trustworthy?

7%

19%

23%33%

19%

Very Confident Quite Confident Confident

Slightly Confident Not confident at all

Source: AIIM 2008 State of the ECM Industry

41

How confident are you that emails related to

documenting commitments and obligations are

recorded, complete and retrievable?

5%

12%

21%

32%

30%

Very Confident Quite Confident Confident

Slightly Confident Not confident at all

Source: AIIM 2008 State of the ECM Industry

42

What are your organization's likely application interests in

the next 12-18 months?

33%

10%

35%

66%

23%

16%

57%

31%

16%

37%

22%

Tech Doc Mgmt

Supply Chain

Compliance

ERM

HR Mgmt

ERP

E-mail mgmt

E-discovery

Case Mgmt

Bus Cont/Risk Mgmt

AP/Invoice

Percent of Total Responding

Source: AIIM 2008 State of the ECM Industry

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43

What are your organization's likely technology interests in

the next 12-18 months?

18%

43%

51%

16%

29%

51%

58%

59%

34%

42%

36%

Enterprise 2.0

Portals/Intranets

Workflow/BPM

Mobile/Wireless

KM

E-Mail Mgmt

ERM

EDM

Search

WCM

Capture/Imaging

Percent of Total Responding

Source: AIIM 2008 State of the ECM Industry

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44

How do you think your organization's spending in 2008 on

the following technologies will compare with what was

spent in 2007?

25%

38%

45%

35%

45%

35%

43%

Enterprise 2.0

Ent Search

Workflow

WCM

DM

E-mail Mgmt

ERM

Percent of Total Responding

Source: AIIM 2008 State of the ECM Industry

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Agenda

• Introduction

• Context of Problem

• History of RIM and IT

• Speaking Different Languages

• Why Is This Important Now?

• Rebooting RIM

• Questions and Discussion

46

Rebooting RIM? – Not!

47

Rebooting RIM - Action Items

• Proactively demonstrate value to IT and business

• Educate IT in RIM terms that conflict with IT definitions

• Develop IT skills focusing on ECM architecture

• Educate IT and business on compliance regulations and the role of RM in them

• Develop skills in digital preservation techniques and processes

48

Rebooting RIM - Action Items

• Develop skills in message archiving

• Actively seek involvement in ECM strategy and implementations

• Pursue education, career development and training opportunities

• Build IT awareness of RIM principles and practices

• Don’t allow RIM to be pigeonholed into a paper-centric function

49

New Technologies

Source: http://www.bioteams.com/2008/08/29/team_collaboration_funny.html