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