Why aren’t you managing your emails?

by Frank 16. January 2020 15:08

  

Emails long ago evolved to be around about eighty-percent plus of business correspondence. Most records managers also realize that most of us aren’t managing emails well and that this has left a potentially lethal compliance and legal hole to plug.

I have written numerous papers and posts on the need to manage emails, such as:

The need to manage emails differently to paper;

Managing Emails, how hard can it be?;

I am willing to bet you are still not managing your emails effectively;

How to simplify Electronic Document & Email Management;

Why are your staff still manually capturing & classifying electronic documents & emails?

The need to manage Emails?;

Six reasons why organizations do not manage Emails effectively;

When I review them today, they are just as relevant as they were years ago. That is to say, despite the plethora of email management tools now available, many organizations still do not manage their emails effectively or completely.

The Manual Model

As an recent example we had an inquiry from the records manager at a US law firm who said she needed an email management solution but it had to be a ‘manual’ one where each worker would decide if and when and how to capture and save important emails into the records management system.  She went on to state emphatically that under no circumstances would she consider any kind of automatic email management solution.

We have to provide multiple options, such as GEM and the Button, because that is what the market demands but it is common sense that any manual system cannot be a complete or consistent solution. If you leave it up to the discretion of the end user to decide which emails to capture and how to capture them, then you will inevitably have an incomplete and inconsistent store of emails.  Worse still, you will have no safeguards against fraudulent or dishonest behavior.

Human beings are, by definition, ‘human’ and not perfect. We are by nature inconsistent in our behavior on a day to day basis; we forget things and sometimes we make mistakes. We are not robots or cyborgs and consistent, perfect behavior is beyond us.

As humans, we cannot be trusted to always analyze, capture and classify emails in a one-hundred percent consistent manner.

The problem is exacerbated manifold when we have hundreds or even thousands of inconsistent humans (your staff) all being relied upon to behave in an entirely uniform and consistent manner. It is ludicrous to expect entirely uniform and consistent behavior from your staff and it is bad practice and just plain foolish to roll out an email management system based on this false premise. It will never meet expectations. It will never plug all the compliance and legal holes and you will remain exposed no matter how much money you throw at the problem (e.g., training, training and re-training).

The Automatic Model

The only complete solution is one based on a fully-automatic rules or AI driven model whereby all incoming and outgoing emails are analyzed at the email server level according to a set of business rules tailored to your specific needs. This is the only way to ensure that nothing gets missed. It is the only way to ensure that you are in fact plugging all the compliance and legal holes and removing exposure and risk.

The fully automatic option is also the most cost-effective by a huge margin.

The manual approach requires each and every staff member to spend (waste?) valuable time every single day trying to decide which emails to capture and then actually going through the process time and time again. It also requires some form of a license per employee or per desktop. This license has a cost and it also has to be maintained, again at a cost.

The automatic approach doesn’t require the employee to do anything except know how to search for emails in your EDRMS. It also doesn’t require a license per employee or desktop because the software runs in the background talking directly to your email server. It is a low cost, low impact and asynchronous solution.

The automatic model increases productivity and lowers costs. It also provides a complete and entirely consistent email management solution and at a significantly lower cost than any ‘manual’ model. So, why is it so hard to convince some records managers and /or business owners to go with the fully automatic solution?

Who Decides?

This is not a decision that should be left up to the records manager. Emails are the business of all parts of any organization; they don’t just ‘belong’ to the records management department. Emails are an important part of most business processes particularly those involving clients and suppliers and regulators. That is, the most sensitive parts of your business. The duty to manage emails transects all vertical boundaries within any organization. The need is there in accounts and marketing and engineering and in support and in every department.

The decision on how to manage emails should be taken by the CEO or at the very least, the CIO with full cognizance of the risks to the enterprise of not managing emails in a one-hundred percent consistent and complete manner.

Its Risk Management

In the end email management isn’t in fact about email management, it is about risk management. If you don’t understand that and if you don’t make the necessary decisions at the top of your organization, you are bound to suffer the consequences in the future.

Are you going to wait for the first lawsuit or punitive fine before taking action?

Records Management System or Information Management System?

by Frank 7. January 2020 14:02

How to manage the process via Natural Language

We have a large number of customers using our product RecFind 6 as a Records Management System and with new customers, the question always arises about how to best organize information in the RecFind 6 database to make it as easy as possible to manage and access. As the Metadata, Data Model and Business Processes in RecFind 6 are 100% configurable, every customer ends up with a unique configuration. As well as managing records, the end result also needs to be an Information Management System.

There is no one-solution that suits all. Some records managers want the shared drives structure replicated in the database. Some want everything filed under a strict hierarchical classification system or Taxonomy. Some IT Managers want the whole process simplified so end users clearly know where to file stuff and where to find stuff. Different managers in a single customer site will often disagree about how the information should be managed. It is usually up to us to come up with an agreed and workable compromise. There is no “one size fits all” paradigm here.

Whereas I fully support the principles behind most EDRMS standards (like ISO 15489) I also find myself agreeing with most end users who just want the whole process simplified and expressed in natural language, not as an arcane, complex, inconsistent and difficult to navigate hierarchical classification system.

The way you classify information should not dictate how you store, manage and retrieve information.

I have written a paper of this exact subject and although now somewhat old, it is still 100% relevant. You don’t need to agree with me, but please try to understand the message. End users want easy, fast access, not time-consuming complexity.

Let me tell you we solve the problem at Knowledgeone Corporation and manage our emails, electronic documents and shared drives with a hybrid system. We utilize a combination of RecFind 6 and shared drives. This is also a model we regularly recommend to our customers as an acceptable compromise; one that is simple to implement and one that always works.

I am a big fan of making information as easy as possible to capture and as easy as possible to retrieve (eDiscovery). This is especially important to the long-suffering end-user class who have no interest in becoming part-time records managers and who simply won’t use a system if it is too difficult to use and too time-consuming.

The biggest problem with complex, hierarchical classification systems is that no two people file the same way and even a single user will often file things differently over time. This in itself makes the act of finding something by browsing through a classification hierarchy a hit and miss affair.

At Knowledgeone Corporation, we implemented a hybrid model that uses a simply structured shared drive resource plus automated tools to ensure everything that should be captured is captured. This approach is also all about separating the functionality of the Authoring packages (e.g., Word, Excel, Outlook, etc.) from the functionality of the EDRMS. They have different roles to play.

We use our product GEM to automatically capture all work related emails and we use our product RecCapture to automatically capture all work-related electronic documents from our shared drives. We all use a common shared drive structure to write and store our original electronic documents.

We don’t use what you would call a formal taxonomy, we use what I call a ‘natural’ classification system. For us this means a classification system that perfectly reflects our business practices, processes and vocabulary. In our case, we are customer-centric so everything (apart from a little administrative and supplier stuff) is organized in customer or prospect folders and the lower levels are minimal, being things like Correspondence, Quotes and Orders.

The structure of our RecFind 6 database is mostly based on customer and prospect files; our Records Management System is also our CRM. Customers and prospective customers are our core business just as members and cases are the core business of unions. Every industry has a core business and, in my mind, this should always be reflected in the classification system used so that it perfectly aligns with the work practices, processes and ‘language’ of most staff. Whenever I consult with a new customer, I always try to first determine its core business and its natural language and then design the system around these.

Because we are customer centric, I need to be able to see everything about any customer or prospect in one place. For us this means focusing on the Entity record (the Entity table is where we store the basic information on each customer or prospect organization). As RecFind 6 is a relational database, we then store all related information in linked tables, all linked to and accessible from the Entity record with a single click.

Ease of Access for eDiscovery

In our RecFind 6 system, every piece of information I need to refer to is just one-click away once I view the customer’s entity record. Once I select the customer record, everything thing else I need to know is just one-click away and all links are viewable in a single screen.

We have configured our RecFind 6 security system around our management structure and that works fine for us. As a Director for example, most of the stuff I save (e.g., a letter, email or quote to a customer) is with a basic security code because everyone needs to be able to see it. However, as a Director I also have the right to save things with higher levels of security, e.g., Manager Director, with appropriate restricted access. Like all good security systems, it is simple but effective.

Our searching is also structured the same way. We have configured RecFind 6 to add the objects we need to search on as menu items in the search function just as we would do for any customer. We therefore have a Metadata search menu of Attachments (electronic documents, emails and images), Entities (Customers, Prospects, Partners and Suppliers), People, Incidents, Bugs, Quotes, Invoices, Timesheets, Support agreements, etc. We repeat this with Boolean searches. We make it as easy as possible and as logical as possible so our staff can find anything as fast as possible.

Most importantly, we provide multiple entry-points for searches. I can for example search directly for emails with a Metadata search, searching by a combination of Sender, Recipient, Date, Subject, Content, etc. Alternatively, I can search for customer emails from within the Entity record just by clicking on a single link for all emails and electronic documents for that customer.

You can search on any field and different classes of users can have different Metadata to both view and search on. The security system determines what each class of user (Security Group) can both see and then do with the information they can see. The members of each Security Group see only what they need to see and have only the functionality they need to get the job done

Following the above hybrid approach also means that you can still implement and manage all the recordkeeping principles such as retention and disposal schedules, location tracking, auditing, etc.

My point is that it is possible to meet the needs of all groups of users without frustrating any single group.  It just requires a hybrid approach and the configuration of the system to suit each class of user.

Making everyone happy is a lot better than making some people happy and some people unhappy. Why would you make users unhappy if you had a choice? Any Records Management System should also be an easy to use Information Management System.

 

Do you have a Heavy-Duty, Complex, Special or Unusual Records, Document or Information Management requirement?

by Frank 13. December 2019 10:10

 

Is your Heavy-Duty Records, Document or Information Management requirement out-of-the-ordinary and does it have special or unusual requirements for business process management, integrations with legacy systems or unusually high users counts or unusually large database sizes that ‘standard’ EDRM or ECM systems aren’t equipped to handle?

If so, we have the answer with the RecFind 6 Product Suite; the big brother to RF6Cloud (RF6-RM and RF6-EDRMS).

Whereas RF6-RM and RF6-EDRMS are based on RecFind 6 they have been designed for small to medium enterprises to make it as easy and as low cost as possible to roll out and manage a records and document management solution in the Cloud. As such they suit most ‘standard’ requirements.

The RecFind 6 Product Suite, by comparison, was designed to handle any RM or EDRMS or Information Management requirement regardless of the ‘difficulties’ entailed.

  1. RecFind 6 has no limit on the size of the database other than the maximum size of SQL Server, 524 Petabytes.
  2. RecFind 6 has no limit on the number of users.
  3. RecFind 6 has been optimized for the rapid upload and download of large electronic documents.
  4. RecFind 6 comes with a standard set of integration tools that makes it as easy as possible to import data from any data source and to integrate to any other system including legacy systems, even mainframe systems.
  5. RecFind 6 is ultimately configurable to the client’s exact requirements including the data model, Metadata and any business process.
  6. The RecFind 6 relational database is designed and optimised for flat search times and can capture, index and manage data of any type including any kind of digital asset.
  7. RecFind 6 comes with an optional standard SharePoint integration module.
  8. RecFind 6 comes with an optional API/SDK.
  9. RecFind 6 comes with an optional eDocArchiving module that makes it as easy as possible to move non-current electronic documents to second level storage but still have access to them from the standard client.
  10. RecFind 6 comes with an optional High-Speed Document Scanning module that automates the digitisation of paper for organizations with large amounts of paper documents to capture.
  11. RecFind 6 comes with optional fully automated electronic document and email management tools that totally automate the analysis, capture, indexing and classification processes.

In short, RecFind 6 is the perfect and complete solution for any large scale, complex records, document or information management requirement. It can be configured to your exact requirements and it can handle any task, no matter how complex.

We have existing customers that successfully utilize the RecFind 6 Product Suite to manage a range of ‘difficult’ and ‘unusual’ applications such as:

  • Mortgage Application processing in a large bank
  • Securities and Vault management in a large bank
  • Contract and Intellectual Property management in a large media organization
  • A Vaccination Register for a state health department
  • The capture, conversion and integration of a large number of disparate (e.g., Access, Excel) databases located in multiple states and countries to provide a single, secure and standardised point of reference system

If you would like us to analyse your ECM requirement and prepare a report, with no obligation, please complete our online Needs Analysis Survey or if you requirement is outside of the ECM sphere please contact us direct and explain what it is you need to be accomplished.

We look forward to being of service.

15 Compelling reasons to store ALL your information in RecFind 6

by Frank 4. December 2019 12:02

1.    Security of Information

All information, including Metadata, electronic documents and images, is stored in the RecFind 6 Microsoft SQL Server Database, not in insecure flat file systems. In addition, all electronic documents and images are stored as binaries (Blobs) in SQL Server, not native format; they are doubly secure.

The only way anyone can access your data is via the secure RecFind 6 client where access is protected by our industrial strength security system. No one has access to your information unless you authorize it. Plus, the fully customizable Audit Trail means you can track every transaction.

Don’t store your information on insecure shared drives or in insecure applications like Excel or Access; RecFind 6 is the far more secure solution.

Concerned about security, concerned about GDPR? Then store all your information in RecFind 6.

2.    Size of your Data Store, Scalability

The only size restriction for RecFind 6 is the maximum size of a MS SQL Server Database and that is currently 524 PB (Petabyte), 524 thousand billion bytes of information and likely to increase in future versions of SQL Server.

If you are concerned about a system being able to manage all of your data and handle future growth, then store all your information in RecFind 6.

3.    Performance, time to Capture & time to Search

The architecture of RecFind 6 has been optimized for electronic document and image capture (upload), search and download. Upload and download times are also independent of the size of your database.

If you plan on having a large number of users and a large data store and are concerned about performance, then store all your information in RecFind 6.

4.    Full-text Indexing

All textual data stored in RecFind 6 is automatically full-text indexed to facilitate optimum search results. This includes emails, OCR’d images, all documents containing text, and all entered Metadata.

If you need extremely fast and accurate text searches of your data, then store all your information in RecFind 6.

5.    Versioning of electronic documents

All electronic documents stored in RecFind 6 are automatically versioned when captured.

If maintaining an accurate record of all electronic document versions is important to you, then store all your information in RecFind 6.

6.    Reliability, Availability

RecFind 6 is renowned for its robustness and high availability. Situations where a code failure has made RecFind 6 unavailable to users are rarer than hen’s teeth. RecFind 6 runs and does what it says  on the box, day in and day out for 12 months a year.

If reliability and availability is important to you, then store all your information in RecFind 6.

7.    Microsoft Compatibility

All new versions of RecFind 6 are tested against the latest releases of Microsoft products including Windows Desktop, Windows Server, SQL Server and Office. We protect your investment in our products by ensuring that they continue to work in your chosen Microsoft environment.

If ongoing compatibility with Microsoft is a concern, then store all your information in RecFind 6.

8.    Support

We don’t have complicated, multi-tier plans for support; we address each support request as soon as it is received. Support is also FREE to all customers under a current maintenance agreement. We are rightfully renowned for the quality of our support service. Plus, all support is handled by our employees; we DO NOT OUTSOURCE support.

If high quality support is important to you, then store all your information in RecFind 6.

9.    Flexible Licensing & Pricing

We offer multiple licensing & pricing plans including In-Perpetuity, Annual, Subscription, Hosted (SaaS), Not-For-Profit, Site & Organization licenses. Plus, we will work with you to structure a plan to suit your unique needs.

If flexible licensing & pricing plans are important to you, then store all your information in RecFind 6.

10.         Dealing with the owner of the Intellectual Property (IP)

We designed and built the very first RecFind in 1986 and have designed and built every version since then. Please refer to our history of product development. When you deal with us you are dealing with the owners and developers, not a reseller or licensee. No one knows our products better than we do.

If it is important to you to deal with the experts, then store all your information in RecFind 6.

11.         The need to store multiple types of electronic documents & digital assets

RecFind 6 stores and manages any kind of electronic document including emails, plans, CAD drawings plus any kind and size of digital asset. It has been optimized to handle very large digital objects.

If you need to capture and manage any kind and any size of electronic document, then store all your information in RecFind 6.

12.         Unlimited users, Scalability

RecFind 6 can be delivered with a single user license or an unlimited user license and any number of users in between. Its unique architecture is able to support any number of users. The only prerequisite is that you provide adequate server hardware to meet your requirements. There are no inbuilt restrictions in RecFind 6 for either users or the size of the data store.

If you need to support a large number of users, then store all your information in RecFind 6.

13.         Accessibility

The RecFind 6 Web Client provides secure access to your data from anywhere in the world there is an Internet connection and from a variety of browsers and devices including the iPad.

If remote and convenient access is a requirement, then store all your information in RecFind 6.

14.         Ease of Configuration, Flexibility

The RecFind 6 DRM tool, supplied free of charge, makes it easy for you to modify RecFind 6 (Data Model, Business Process, Metadata, Security System, etc.) without ever having to contact us or pay for changes and still have a standard product.

If you have a need to modify your information management solution to your exact and changing requirements, then store all of your information in RecFind 6.

15.         Ease of Integration to other systems

The RecFind 6 Product Suite includes multiple tools to make integration to any other system or data source as quick and as easy as possible. These tools include the DRM, Xchange, The SharePoint Integration Module, the MINI API and the SDK/API.

If you have a need to integrate to other systems and to import data from a variety of data sources, then store all of your information in RecFind 6.

 

Why RF6Cloud is the lowest cost and easiest way to solve any Content Management need

by Frank 8. December 2017 06:01

Why is RF6Cloud such a big improvement on the old Enterprise Content Management, Records Management, Document Management paradigm?

The Old Model

As Knowledgeone Corporation, we have worked with the old model since 1986. Big upfront software costs, big annual software maintenance costs, expensive computer hardware and software, extensive and expensive consultancy and training programs, expensive IT support.  Yes, it worked but it was and is very expensive and it takes a very long time.

The New Model

As RF6Cloud, our new company and new paradigm, we set out to change and disrupt the industry. The same end result but a much faster, much less invasive and much less expensive process to get there.

What you don’t need with RF6Cloud

Because we host the solution ‘In the Cloud’ you don’t need expensive servers and software. Because we run and maintain everything, including taking your backups, you don’t need IT people. Because we provide a pre-configured solution and an easy way for you to upload all your data and standards you don’t need weeks or months of expensive consulting.

Because we have created a whole series of online training courses on our YouTube channel plus detailed online help you don’t need weeks of onsite training courses.

Free Support

You also won’t get any ‘do not reply’ emails from us either and you don’t need to spend hours on our website trying to find our how to contact us. Just click on Contact Us and ask your question. We respond to each and every contact. We welcome your input and questions. We look forward to hearing from you. Online support is free.

Management Console & Dashboard

We also provide you with a management console and dashboard so you are always in control of your app.

A single low-cost monthly subscription

A complete, secure, scalable and robust solution for just a few dollars per month per user. There is nothing else to pay.

“Much less than the average employee spends on coffee each month.”

A no-obligation free one-month trial

If you are still nervous, sign up for our one-month free trial. It’s the full solution and you get full service during the trial. Please put us to the test, we are happy to accept your challenge.

It’s your Data

If you decide not to proceed after the trial, we promise to delete all of your data and if required, even provide you with a backup before deleting your data. The same goes for any time in the future should you decide for any reason to cancel your subscription. We will provide you with a full backup of your data before deleting it. That is a guarantee.

Still have questions?

Please ask away Contact Us

 

 

Why are your staff still manually capturing and classifying electronic documents and emails?

by Frank 15. June 2017 06:00

For many years we have promoted the totally automatic paradigm for low cost, high productivity content management.

We haven’t just articulated this cost-effective approach, we have also invested in products to help our customers not just meet compliance targets but also become more efficient while doing so.

Specifically, we have invented and produced two products that totally automate the content management process for electronic documents and emails. These two products automate the capture, classification and work processes required for electronic documents and emails.

These two products sit on top of a super-fast, scalable and secure content management database with all the functionality required to manage your rich content. Find any eDoc in seconds, produce any report, audit every transaction.

These two products are GEM and RecCapture, innovations 10 years ago and leading the field today after being comprehensively updated and redeveloped over the years. The content management database is RecFind 6. All products in the RecFind 6 Product Suite are totally compatible with all the latest Microsoft software including Office 365, Windows 10, Windows Server 2016, MS SQL Server 2016 and SharePoint 2016.

Better still, these are low cost products available under a number of licensing options including installed onsite on your server, hosted, Perpetual License, Subscription License and Annual License.

If you would like further information, a demonstration, webinar, meeting, online presentation or quotation please contact us at your convenience at marketing@knowledgeonecorp.com

We look forward to being of service.

Why the multiple ECM Repository/Silo model is not a good idea

by Frank 15. November 2016 06:00

“43 Reasons why Managing Records in-Place may not be good enough”

Enterprise Content Management is a moving target, constantly evolving with new challenges and new paradigms. For example, how do we filter out only relevant information from social media? How do we avoid capturing personal data and being culpable under privacy laws? How do we capture all emails containing sexism, racism and bullying without being guilty of an invasion of privacy of the individual? How do we meet all of our compliance obligations when our staff are spread across multiple states/counties/provinces and multiple countries with different legislation and compliance requirements? All weighty challenges for the modern Knowledge Manager or CIO.

Another interesting challenge for Knowledge Managers and CIOs is the newer document management paradigm of being asked to manage all content without a single central repository. That is, to be responsible for all content across a myriad of locations controlled by a myriad of applications and a myriad of departments/organizations and people. Back when I was an employee and not an employer, my tough (ex-military) manager in Blue Bell, PA would just bang his fist on his desk and say, “Goddam Frank, just do it!” That was always a signal for me to get creative.

However, try as I may, I am finding it nigh on impossible to get creative enough to work out how I could effectively and reliably manage all content across an enterprise without a single central repository.

In multiple-repository systems we find multiple document stores; local files, network file shares, local data bases, multiple file servers, multiple copies of SharePoint and multiple Cloud repositories like Dropbox, Box, iCloud, Google Cloud Storage and other hosted document storage. The CIO may proudly claim to manage multiple information silos but what he or she really has is a laissez faire document management ecosystem that may well be centrally monitored (hopefully) but is most certainly not centrally managed.

In the multiple silo model the documents in our multiple locations are ‘managed’ by multiple people and multiple applications (e.g., SharePoint, Google Docs, etc.). We may have implemented another layer of software above all these diverse applications trying to keep up with what is happening but If I am just ‘watching’ then I don’t have an inviolate copy and I don’t have any control over what happens to the document. I am unable to enforce any standards. There is no ‘standard’ central control over versioning or retention and no control over the document life cycle or chain of evidence.

For example, you wouldn’t know if the document had since been moved to a different location that you are not monitoring. You wouldn’t know if it had been deleted. You wouldn’t know its relationship to other documents and processes in other silos. You wouldn’t know its context in your enterprise and therefore you wouldn’t know how relevant this document was. The important distinction is that under the multiple silo model you are ‘watching’ not managing; other software is managing the life-cycle and disposition of the document.

All you really know is that at a certain point in time a document existed and what its properties were at that time (e.g., historical ‘natural’ Metadata such as original filename, author, date created, etc.). However, you have no contextual Metadata, no transactional Metadata, no common indexing and no common Business Classification System. In this case, you don’t have a document management system, you have a laissez faire document management ecosystem, an assortment of independently ‘managed’ information silos. Most importantly, you are not able to link documents to business processes that transcend organizational structures and silos.

Sure, SharePoint and Cloud silos make collaboration easier but at what cost? What can’t we do with this multi-silo ecosystem? Why doesn’t this solution meet the best-practice objectives of a document management system? What are the major areas where it falls short? How does the proliferation of multiple silos and content repositories affect us? What are our risks? Here is my assessment of the major shortfalls of this paradigm.

 We are unable to:

1.    extract the critical insights that enterprise information should provide

2.    define all the relationships that link documents to enterprise business processes

3.    find the right information at the right time

4.    provide a single access point for all content

5.    Implement an effective, consistent enterprise-wide document security system

6.    effectively protect against natural or man-made disasters

7.    produce evidence-standard documents

8.    minimize document handling costs

9.    guarantee the integrity of a document

10.guarantee that a document is in fact the most recent version

11.guarantee that a document is not an older copy

12.minimize duplicate and redundant information

13.meet critical compliance targets like Sarbanes-Oxley Act (SOX) and the HIPAA

14.create secure, searchable archives for digital content

15.effectively secure all documents against loss

16.implement common enterprise version control

17.facilitate enterprise collaboration

18.Improve timeliness

19.manage enterprise document security and control

20.manage smaller and more reliable backups

21.achieve the lowest possible document management and archiving costs

22.deliver the best possible knowledge management access and search

23.guarantee consistent content

24.optimize management and executive time

25.standardize the types of documents and other content can be created within an organization.

26.define common use template to use for each type of document.

27.standardize the Metadata required for each type of document.

28.standardize where to store a document at each stage of its life cycle.

29.control access to a document at each stage of its life cycle.

30.move documents within the organization as team members contribute to the documents' creation, review, approval, publication, and disposition.

31.implement a common set of policies that apply to documents so that document-related actions are audited, documents are retained or disposed of properly, and content that is important to the organization is protected.

32.manage when and if a document has to be converted from one format to another as it moves through the stages of its life cycle.

33.guarantee that all documents are treated as corporate records, that common retention policies are applied determining which documents must be retained according to legal requirements and corporate guidelines.

34.guarantee enterprise-wide Regulatory compliance

35.produce an enterprise-wide audit trail

36.share information across departmental and/or silo boundaries

37.centrally manage the security access to documents/information across different areas of the organization.

38.consistently classify documents as each repository may be used by a different department and be classified differently.  

39.identify duplicates based on document name.

40.easily find things based on metadata, as it wouldn’t be common across repositories.

41.control access via AD single sign on

42.access all enterprise documents using a single license.

          43.centrally audit access and changes to metadata.

What are your risks?  Your risks are huge!

 

 

 

 

 

Totally Automatic, Rules-Driven Email Management & Archiving

by Frank 15. December 2015 06:00

 

More than thirty years after the advent of email as a convenient and fast means of business to business communication most organizations still don’t have an effective way to analyze, monitor, select, capture and classify emails. If your organization does, then you are the exception.

This means most businesses don’t come even close to meeting the requirements of any compliance legislation that applies to their business. Nor do they even come close to managing real corporate risk.

It also means that most businesses don’t effectively guard against sexism, racism, obscenity, theft and bullying in their email system.

Is this a case of ‘heads in the sand’ or is the problem seen as just too hard? Maybe, senior management doesn’t really see unmanaged and unmonitored emails as a problem. Well, at least until the first court case.

In my experience, many organizations think they have a solution but in reality, they don’t; at least not a one hundred-percent solution. In the case of email management, ‘good enough’ is certainly not good enough. It only takes one bad email to slip through the cracks to bring the whole house down.

In many examples, organizations rely on end users to monitor, manage and police email. The problem with this model is that end users are human and typically exhibit all the strengths and weaknesses of humans. In this case, we are more concerned with the failings. As humans we are not always on top of our game; we have good days and we have bad days. We get distracted, we are prejudiced, we are sometimes lazy, we are sometimes careless and for a small number, we are sometimes outright dishonest.

Human beings will never produce a one-hundred-percent consistent result; that is not in our nature. Maybe when AI gets to the stage that we can all be ‘upgraded’ to cyborgs this will change, but I seriously doubt it. As long as there is any trace of humanity we will still be lovingly unreliable and inconsistent entities.

You don’t have a one hundred-percent reliable system if you don’t control and standardize all the inputs. Instead, you have a form of ‘managed chaos’ and inconsistent and unreliable results. You will also probably have a false sense of security, “Sure, we are managing all emails (well, kind of).”

I have been a proponent of the fully-automatic, server-centric paradigm for email management for many years and still promote it as the only one hundred-percent reliable way to effectively and consistently manage all incoming and outgoing emails. It is also the only way to manage risk effectively.

To be one hundred-percent sure you must have a one hundred-percent consistent paradigm. That is, a common set of rules that all emails are judged against plus a common set of processes to apply after an email has been ‘judged’.

Following are some example of what our fully-automatic, rules-driven email management system should be doing 24/7:

  • Is the email of a personal nature and harmless? If so, it can be ignored, there is no reason to capture and classify it.
  • Is the email all about business? If so, it needs to be captured and correctly classified within our corporate store.
  • Does the email contain expletives or sexual references? If so, it needs to be captured, quarantined by our security system and referred to a responsible officer for further examination and possible action.
  • Does the email contain references to corporate IP or classified material? If so, it needs to be captured, quarantined by our security system and referred to a responsible officer for further examination and possible action.
  • Is the email about business and does it require some action or response? If so, it needs to be captured, correctly classified within our corporate store and appropriate workflow initiated.
  • Is the email from a senior executive, about business and does it require some action or response with appropriate access controls applied? If so, it needs to be captured, correctly classified within our corporate store with appropriate security and access rights assigned and appropriate workflow initiated.

We produced our first fully-automatic, rules-driven email managements system in 1994. By today’s standards the technology was primitive but it worked and we used it within our business to demonstrate to our customers and partners how it could function in the real world. We called that product GEM for ‘GMB’s Email Management’ system. 

GEM has been redesigned and rewritten multiple times since so as to utilize the latest technology and tools. We still call it GEM even though our company is now called Knowledgeone Corporation, not GMB; the name works for us and our customers and we see no need to change it. It is after all, a ‘gem’ of a product.

We have used each and every version of GEM since 1994 within our company (we are the primary Beta test site) to automatically analyze all incoming and outgoing emails and to store and classify captured emails in our corporate store based on the RecFind 6 relational database. I can’t imagine running my business without GEM and I don’t understand how other organizations can exist without GEM, but they do albeit, taking huge risks.

The latest version of GEM, 2.7.1, is a major upgrade and involves a significant change in the way we connect to email servers of any type (e.g., Exchange, Office 365, GroupWise, Notes, etc.). We have standardized and simplified the interface to the email server using IMAP and converted our Agents to Windows Services to make the installation and management of GEM as easy as possible for your IT staff.

We have also improved the Rules engine to make it as easy as possible to define all the rules you need to manage your emails.

Because we have 21 years’ experience installing, configuring and using GEM in a real-world production example we also have the world’s most experienced GEM consultants to assist our customers.

How GEM integrates with any other EDRMS

GEM is designed to use the RecFind 6 relational database as its image & data repository. However, we provide several options for integrating to any other EDRMS such that the other EDRMS can search for and access emails (and the associated Metadata) captured by GEM. The four main methods, in order of ease-of-use are:

  1. Capturing encapsulated XML records produced by GEM;
  2. Using the RecFind 6 Mini API;
  3. Using the RecFind 6 SharePoint Integration Module (for customers using SharePoint as their EDRMS); and
  4. Using the RecFind 6 SDK

Please contact Support at Knowledgeone Corp for more information on the above methods.

The differences between a Classification System & an Information Management System

by Frank 5. November 2015 06:00

 

We have a large number of records and document management customers using our product RecFind 6 and with new customers the question always arises about how to best organize information in the RecFind 6 database. As the Metadata and business processes in RecFind 6 are 100% configurable, every customer ends up with a unique configuration.

Some records managers want the shared drives structure replicated in the database. Some want everything filed under a strict hierarchical classification system or Taxonomy. Some customers want the whole process simplified so end users clearly know where to file stuff and where to find stuff. Different managers in a single customer site will often disagree about how the information should be managed. Usually, the IT manager disagrees with the records manager and it is up to us to come up with an agreed and workable compromise; no easy task! There is no “one size fits all” paradigm here. We have grown to accept these discussions as part of every new installation.

Whereas I fully support the principles behind most EDRMS standards as espoused and recommended or even mandated by records management consultants I also find myself agreeing with most end users who just want the whole process simplified and expressed in natural language, not as an arcane, complex, inconsistent and difficult to navigate hierarchical classification system.

To wit, the way you classify information should not dictate how you store, manage and retrieve information.

I have written a paper of this exact subject and although it was in 2009 it is still 100% relevant. Please see this link Do You Really Need a Taxonomy? You don’t have to agree with me but please try to understand the message. End users want easy, fast access, not time-consuming complexity.

Maybe I should begin by telling you how we solve the problem at Knowledgeone Corporation and manage our emails, electronic documents and shared drives with a hybrid system. That is, a combination of RecFind 6 and shared drives. This is also a model we regularly recommend to our customers as an acceptable compromise; one that is simple to implement and one that always works.

I am obviously a big fan of making information as easy as possible to capture and as easy as possible to retrieve. This is especially important to the long-suffering end-user class who have no interest in becoming part-time records managers and who simply won’t use a system if it is too difficult to use and too time-consuming.

End users want direct access to information in the easiest and most timely fashion possible, they do not want to go through a third party or ‘information broker’. This means we need to have both a simple search system as well as a security system that ensures people only see what they are supposed to see.

And of course, the biggest problem with complex, hierarchical classification systems is that no two people file the same way and even a single user will often file things differently over time. This in itself makes the act of finding something by browsing through a classification hierarchy a hit and miss affair.

At Knowledgeone Corporation, we implemented a hybrid model that uses a simply structured shared drive resource plus automated tools to ensure everything that should be captured is captured. This approach is also all about separating the functionality of the Authoring packages (e.g., Word, Excel, Outlook, etc.) from the functionality of the EDRMS. They have different roles to play.

Let’s dispense with the notion that shared drives are evil just as we should dispense with the notion that paper is evil. Each has a part to play in a well management information management system

We use our product GEM to automatically capture all work related emails and we use our product RecCapture to automatically capture all work-related electronic documents from our shared drives. We all use a common shared drive structure to write and store our original electronic documents. Note that we do not use the feature in the RecFind 6 Button to force all ‘Saves’ into RecFind 6. We have this feature because the industry dictates it should be there but it is not popular and most customers never turn it on. Not everything you write should go into RecFind 6 and not everything you write is ready to go into RecFind 6 (though we do have a special ‘draft’ type for those customers that want drafts stored in RecFind 6).

We don’t use what you would call a formal taxonomy, we use what I call a ‘natural’ classification system. For us this means a classification system that perfectly reflects our business practices, processes and vocabulary. In our case, we are customer-centric so everything (apart from a little administrative and supplier stuff) is organized in customer or prospect folders and the lower levels are minimal, being things like Correspondence, Quotes and Orders.

Our RecFind 6 database is mostly based on customer and prospect files; it is our CRM. Customers and prospective customers are our core business just as members and cases are the core business of unions. Every industry has a core business and in my mind this should always be reflected in the classification system used so that it perfectly aligns with the work practices and processes and ‘language’ of most staff. Whenever I consult to a new organization I always try to first determine its core business and its natural language and then design the implementation around these.

We also use RecFind 6 to run our business so it is also our asset management system, our help desk and incident system, our project management system and our R&D development system. For these applications and others that we have implemented in RecFind 6, we have nothing outside of RecFind 6 to capture because all relevant information (e.g., customer support calls, details of meetings, phone calls, quotes, orders, annual leave request, etc.) are entered directly into RecFind 6 by our staff or captured automatically. RecFind 6 is our company repository and the source of all knowledge for my staff.

Because we are customer centric I need to be able to see everything about any customer or prospect in one place. For us this means centralizing on the Entity record (the Entity table is where we store the basic information on each customer or prospect). As RecFind 6 is a relational database we then store all related information in linked tables, all linked to and accessible from the Entity record with a single click.

In our RecFind 6 system, every piece of information I need to refer to is just one-click away once I view the entity record. I can also find any customer’s record instantly in RecFind 6 just by entering the customer number or a part of the organization name. Once I select the customer record, everything thing else I need to know is just one-click away and all links are viewable in a single screen. We are a customer-centric business and our RecFind 6 database is therefore organized as customer centric.

In practice, if someone at Knowledgeone Corporation wants to find something they always look first in RecFind 6 because it is a lot easier and faster than trying to search the shared drives or Outlook. Because we use automated tools (GEM and RecCapture) we are confident that everything that should be captured is captured. We don’t rely on our already too busy staff to remember to capture every important email or electronic document; it is done for them. All they have to do is search and create. Plus most of our information is stored behind customer/prospect/partner numbers in the Entity table so all information is both easy to browse and search (Text, Metadata, BOOLEAN, Saved Searches, etc.).

As a backup, every staff member has the Button installed (in Word, Excel, PowerPoint and Adobe Professional) but they rarely use it.

We have a security system configured around our management structure that works fine for us. As a Director for example, most of the stuff I save is with a basic security code (e.g., a letter to a customer) because everyone needs to be able to see it. However, as a Director I also have the right to save things with higher levels of security, e.g., Manager, Director, where appropriate with restricted access. Like all good security systems, it is simple but effective. I am not a fan of overcomplicating anything.

Our searching is also structured the same way. We have configured RecFind 6 to add the objects we need to search on as menu items in the search function just as we would do for any customer. We therefore have a Metadata search menu of Attachments (electronic documents, emails and images), Entities (Customers, Prospects, Partners and Suppliers), People, Incidents, Bugs, Quotes, Invoices, Timesheets, Support agreements, etc. We repeat this with Boolean searches. We make it as easy as possible and as logical as possible so our staff can find anything as fast as possible. After all, I am paying their salaries so I want them to be as productive as possible.

Most importantly, we provide multiple entry-points for searches. I can for example search directly for emails with a Metadata search, searching by a combination of Sender, Recipient, Date, Subject, etc. Alternatively, I can search for customer emails from within the Entity record just by clicking on a single link for all attachments for that customer. We give our staff multiple options just as we give our customers multiple options.

You can search on any field and different classes of users can have different Metadata to both view and search on. The security system determines what each class of user (security group) can both see and then do with the information they can see. That is, the security system determines what tables and fields (and electronic documents and emails) you can see and then what methods (Add, Modify, Clone, Delete, Search, Print, etc.) you can use. Each security group sees only what it needs to see and has only the functionality it needs to get the job done

Because the system is flexible, the records manager for example could choose to search for emails on the way they were classified (say a 3 level hierarchy) but end users could choose to search using a natural selection of Metadata fields such as Sender, Recipient, Subject, Content, Date or ranges of these fields combined in either a Metadata or BOOLEAN or (making it easy for end users) Saved search.

Its horses for courses!

Following the above hybrid approach also means that you can still implement and manage all the recordkeeping principles such as retention and disposal schedules, location tracking, auditing, etc.

My point is that it is possible to meet the needs of all classes of users without frustrating any group.  It just requires a hybrid approach and the configuration of the system to suit each class of user.

Making everyone happy is a lot better than making some people happy and some people unhappy. Why would you do this if you had a choice?

 

 

The absolute easiest & lowest cost way to meet all Electronic Document & Records Management (EDRMS) requirements?

by Frank 19. May 2015 06:00

Because we are a software vendor that builds and markets a range of Enterprise Content Management tools under the RecFind 6 banner I have often been asked, “What is the absolute easiest and lowest cost way to meet all compliance requirements?”

I usually respond with a well-considered and ‘traditional’ response that includes information about Business Classification Systems, UI design, Retention Schedules, etc., etc. The solution proposed would also require a significant degree of consulting so that we aware entirely conversant with the customer’s requirements and business practices and also involve a significant amount of end user training.

This is what the customer expects and it falls in line with the traditional, professional approach.

However, the final solution is rarely ‘easy’ or ‘low-cost’ primarily because it has followed the traditional approach. The more we ask questions and consult and the more people we speak to the more complex the solution becomes. This is normal because we end up trying to configure a solution to meet hundreds or thousands of variables.

There is an easier and lower cost way but I fear that very few of my customers would ever consider it because it requires them to disregard everything they have ever learned about rolling out an EDRMS. We have tried proposing it a few times but never with success. It usually gets shot down by the external consultant or the internal records management professional or both.

It doesn’t require a BCS or a Taxonomy and it doesn’t require a complex Retention Schedule and it doesn’t require significant consulting or significant end-user training. Records Management professionals will surely hate it as a ‘career-ending’ trend. It does require an open mind, the ability to think laterally and a willingness to redefine both the problem and the solution.

It only has three requirements:

  1. Know what electronic documents and emails you don’t want to capture;
  2. Provide a powerful but easy-to-use search that allows anyone to find anything instantly; and
  3. Employ a risk-management approach to retention and select a single retention date (e.g., 7 or 20 years).

Fundamental to the success of this non-conformist solution is the acceptance that computers and storage are dirt-cheap compared to human time. If your IT manager or CIO still agonizes and complains about how much disk space you use up for emails and electronic documents then this is definitely not the solution for you. Your IT hierarchy is still living in the long-gone past when computers and disk were expensive and people were cheap (by comparison).

However, if you have practical, sensible IT people then the approach is worth considering especially if your organization has a long history of failing to digitize its records and automate its processes. That is, you have tried at least once to roll out an organization-wide EDRMS and have failed and/or blown the budget. The word ‘pilot’ probably appears often in your company history usually prefixed by the adjective ‘failed’. Don’t feel too bad, most pilots are initiated because management lacks conviction. They are therefore destined to fail.

We have the tools required to implement such a solution but I won’t go into detail about them now. This is a concept paper, not a detailed instruction manual. If you are interested in the concept please contact me and I can then elaborate.

So, if you really do want to rollout a successful EDRMS and do it in the fastest and least disruptive and lowest cost way possible then please write to me and pose your questions.

For the doubters, this is the same way we manage our electronic documents and emails at Knowledgeone Corporation and we have done so for many years. We use our own software; apart from a couple of accounting packages we run our whole company with the RecFind 6 Product Suite and totally automate the capture of all electronic documents and emails. All my staff have to know is how to search and yes, they can find anything in seconds even after 31 years of operation and a very, very large database.

It is not difficult, it is not ‘expensive’, it does not require a huge amount of management or maintenance time and it runs largely in the background. As I said above, all your staff have to learn is how to search.

It does however, require an open mind and a desire to finally solve the problem in the most expeditious manner possible. But, please don’t tell me you want to run a pilot. Test my solution by all means and put it through the most vigorous change control procedures but don’t damn the end result by beginning with a “we are not really sure it will work so are not really committed and won’t allocate much of a budget but let’s try a pilot anyway because that limits our exposure and risk” approach.

I don’t want to waste your time or mine.

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