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Email: Still a Record After All These Years …and what about Twitter, wikis & blogs – oh my!!! Donna Read, CRM Florida Gulf Coast ARMA Chapter Sarasota, Florida January 19, 2010 1

Email: Still a Record After All These Years …and what about Twitter, wikis & blogs – oh my!!!

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Email: Still a Record After All These Years …and what about Twitter, wikis & blogs – oh my!!!. Donna Read, CRM Florida Gulf Coast ARMA Chapter Sarasota, Florida January 19, 2010. Steps for Managing Email & Other Social Media Tools (Web 2.0). - PowerPoint PPT Presentation

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Page 1: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Email: Still a Record After All These Years …and what about Twitter, wikis & blogs – oh my!!!

Donna Read, CRMFlorida Gulf Coast ARMA Chapter

Sarasota, Florida

January 19, 2010

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Page 2: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 3: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 4: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Statistics Average employee spends 2.5 hours a day

dealing with emails

Search on Google for “embarrassing emails” brought up 849,000 hits

247 billion emails were sent each day in 2009 http://www.email-marketing-reports.com/metrics/email-statistics.htm

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Page 5: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Defining “Other Social Media”

By Robin Riat5

Page 6: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Virtual Worlds

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Page 7: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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Page 8: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 9: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 10: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Step #1 – Research & Homework What is the current situation? Is there already email and other social media

policy in place? 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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Page 11: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Is Ignorance Bliss???

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Page 12: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 13: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 14: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Typical Email “In Box” - Most of the messages shown are NOT

Records! 14

Page 15: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Typical non-record, “spam” Email

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Page 16: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Reference “FYI-only”

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Page 17: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

A “Record” message17

Page 18: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

The “envelope” (metadata) to link to the “record”

message18

Page 19: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

This personal message was erroneously broadcast to 3,000

Email boxes on a listserv19

Page 20: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Recognizing Email & 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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Page 21: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 22: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 23: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 24: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Email Policy TOC

Funtional Overview Roles & Responsiblities 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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Page 25: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 26: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Twitter Indiscretion

Govtech.com 200926

Page 27: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

E-mail MUST be managed from 3 different perspectives

Legal Risk ManagementLegal Risk Management

Records ManagementRecords Management

Information Technology ManagementInformation Technology Management

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Page 28: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Step #4 – Determine the best solution for your organization

Team of stakeholders – Management, RM, IT, Legal, & Budget

Map out optionsa) Manually manage e-mail & Web 2.0b) Use software to managec) Combination of both *all options involve resources $$

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Page 29: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Moving to a new system

Non-Business information that is no longer useful to you

and can be destroyed

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

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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Page 30: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

3-buckets – Rohm & Haas Co.

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Page 31: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

To… [email protected]

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

Page 32: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Email = Evidence Mail

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Page 33: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 34: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 35: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

E-mail Law Suits

Wrongful Termination: Potential cost $20 million

Martha Stewart Enron Corporation Procter & Gamble

Corporation Department of the

Interior

BEWARE OF BEWARE OF LITIGATIONLITIGATION

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Page 36: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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 billion36

Page 37: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 38: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

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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Page 39: Email:  Still a Record After All These Years   …and what about Twitter, wikis & blogs – oh my!!!

Thank you

Donna Read, CRMSenior Records AnalystNational Archives & Records [email protected]@nara.gov

WWII Poster

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