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Electronic Mail Management A-Z Email Storage Management.

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Presentation on theme: "Electronic Mail Management A-Z Email Storage Management."— Presentation transcript:

1 Electronic Mail Management A-Z Email Storage Management

2 The Personal Nature of Email E-mail is a personal productivity tool E-mail is most effective when an attorney can customize the environment to his or her own personal needs, including setting up folders Policies that restrict an attorneys ability to customize the e-mail environment seriously reduce the usefulness of this technology

3 Email is a growing problem! Number of e-mails per day will grow from 9.7 billion in 2000 to 35 billion by 2005 (IDC). E-mail has been growing at a compound annual growth rate of 300% (IDC). By the end of 2004, e-mail data will require 230 petabytes of storage (IDC). 60% of business-critical data is now carried via e-mail (Gartner)

4 Porter Wrights Environment Primarily a regional law firm (Ohio) with 6 offices, 300 attorneys, 600 end-users One Exchange 2000 server in each office Columbus is our largest office with approximately 350 users Single store, over 150 GB Largest mailbox is over 10 GB

5 Porter Wrights Environment Inbox, Sent Items and Deleted Items folders groomed monthly Messages older then the first day of the previous month deleted Messages in other folders are not deleted Attorneys folder messages in user-created folders that are usually matter-based

6 Why are Attorneys Holding onto this Stuff? General knowledge Matter-specific information Proof of a transaction (by definition, a record) Business critical information

7 The Attorneys Point of View: They have a legitimate need for holding onto these messages They need a place to store these messages They need unfettered access to these messages while the matter is open Printing these messages out and storing them in the file is not an option (Gartner indicates that people already spend up to 90 minutes per day managing their email).

8 I.T.s Point of View: E-mail storage requirements are growing exponentially Backup, Recovery and Maintenance windows are growing Very large message stores could lead to corruption resulting in extended periods of downtime

9 Firms Point of View: Electronic records, including email, not being managed Growing threat of costly litigation and discovery requests Standard policies, consistently applied needed with respect to retention and disposition of electronic records.

10 So What Problem are We Trying to Solve? Tactical solution for system health? (Storage Management) Records management solution for Regulatory and Business Policy Compliance? (Records Management) Collaborative solution for sharing information? (Knowledge Management)

11 So What Problem are We Trying to Solve? Answer: For law firms which are generally not under regulatory or legal constraints, the problem is largely tactical and the solution deployed should provide a means for maximizing system health. However, the records management implications should not be ignored.

12 The Ideal Solution: Allows attorneys to folder messages in Outlook while the matter is open Moves messages to a non-critical system after the matter is closed Allows users to retrieve archived e-mails without assistance from a system administrator Allows the Firm to apply consistent retention policies

13 The Ideal Solution: Our Conclusion: The ideal solution integrates the e-mail system with a Records Management System (RMS) so that messages can be easily moved from e-mail to the RMS after a matter has closed, where they can be subjected to retention policies specific to areas-of-law or even clients.

14 A Word about Managing Records 95% of all records are never accessed (ARMA, International 2003 Conference) Direct implications for mission criticality of the RM systems (RMS) Views messages as dead letters Shifts perspective with respect to performance requirements May not have to be good, just good enough

15 Regulatory Compliance Forrester: E-mail archiving for regulatory and business policy compliance should be addressed by a broader group of stakeholders (not by messaging system infrastructure managers)... end users should not be able to archive e-mail because they could delete or fail to archive messages that the organization is required to keep. In other words, it is no longer an I.T. problem.

16 Options for Managing E-mail Do nothing Apply severe mailbox restrictions PST Files None of the above Improvements in server, backup, storage and software have allowed us to put this problem off, but the issue needs to be addressed.

17 Options for Managing E-mail Document management systems (DMS) Email archiving systems (EAS) Records management systems (RMS)

18 Presentation of Options: Features Players Example Trigger Events Pros Cons Bottom Line

19 DMS Features Integration with email client Drag-and-drop functionality Auto-profiling of messages Server-based rules for auto-archiving Email addressable folders (carbon copy)

20 DMS Players Hummingbird (DM5) Interwoven (MailSite) Most DMs have some level of Outlook integration (WorldDox, NetDocuments)

21 DMS Example:

22 DMS Trigger Events At or close to the time the message is created or received After the matter has closed (but you lose most of the collaborative benefits)

23 DMS: Pros Familiar interface Powerful search capabilities Create and manage an electronic matter file (collaborative benefits)

24 DMS: Cons Business processes may be lacking May pollute the DM As long as attorneys can create folders in Outlook there will be little incentive for them to use the DM You may be shifting the problem from one mission critical system to another

25 DMS: Cons Messages may not be available off-line (laptop users) Messages may not be available via OWA Features may have undesirable effects on the DMS

26 Porter Wrights Environment DOCS Open 3.9.6 (moving to 4.0 later this year) Stable! Overall, our attorneys are satisfied with the current DMS Dont want to mess with the DMS!

27 DMS: Bottom Line While at first glance a good solution for email management, on closer inspection it is not likely going to solve the problem and may in fact shift it to another critical system. The collaborative features have merit but this is not the problem we are trying to solve!

28 DMS: Future Trends Hummingbird has acquired Legal Key Interwoven has purchased LegalTrax DMs may evolve into enterprise content management systems with integrated RM and DM functions, but when? Question is whether firms will be better positioned by moving messages to the DMS or RMS now.

29 EAS: Features Automatically archive messages based on a combination of parameters Access to archive from web-browser or e-mail client via shortcut or stub Multiple storage options (disk, optical, tape, WORM, emerging devices) – compressed storage

30 EAS: Features Automate the capture and archive of e- mail messages entering and leaving the enterprise (including legal and regulatory retention) Enterprise scalability Support for secure storage

31 EAS: Features Offer migration tools for PST files Temporary offline local options (local vaults for laptop users) Extensions for OWA

32 EAS: Features Package or integrate with tools to manage the discovery process, narrowing the search and managing the steps needed to deliver records Include basic records management features or integrate with a robust records management solution to manage the life cycle

33 EAS: Example

34 EAS: Example - KVS Explorer

35 EAS: Players KVS, Inc. Zantaz EAS (formerly Educom) C2C EMC Legato Others …

36 EAS: Gartner Magic Quadrant

37 EAS: Trigger Events Most likely date-based: Messages older then n number of days automatically archived and replaced with a shortcut May be used to automatically capture messages on send and receive.

38 EAS: Pros Robust and feature-rich technology designed specifically for e-mail archiving Virtually seamless to end users Provides a solid foundation for most regulatory compliance requirements

39 EAS: Cons Message stubs may be larger then messages they replaced! Using stubs does not reduce the total number of messages on the server. Messages are not categorized by client and matter. This solution may not conform to present or future records retention policies.

40 EAS: Bottom Line Proven, scalable technology that solves the problem but may complicate future records management policies.

41 RMS: Features Integration with e-mail client Messages are declared to the RM system by the end-user Messages can be filed in batch and saved directly to the client/matter record Can be part of a larger electronic records management program

42 RMS: Example

43 RMS: Players LegalKey (Hummingbird) Filesurf (MDY) Others: Accutrac Tower Software?

44 RMS: Trigger Events When the matter is closed When the users mailbox reaches a threshold limit

45 RMS: Pros Messages are retained in the e-mail client during the life of the matter Messages are categorized by client, matter and possibly document type, allowing for granular retention policies Messages are moved to a non-mission critical system

46 RMS: Pros Vendors continuing development Filesurf has a solution that combines with KVS and other technologies to provide a D.o.D certified solution for electronic records management.

47 RMS: Cons Firm records management programs may not be well developed enough to support this solution May not meet standards for formal Records Management program Attorney resistance possible, even probable

48 RMS: Cons Vendors may not be able to deliver a workable solution in time to address this problem Industry characterized by a number of small companies, consolidation is anticipated (Forrester) E-mail archiving only part of a larger electronic records management system (ERMS)

49 RMS: Example Problem

50 RMS: Bottom Line When addressing the issue of email storage management, record management issues should not be ignored. To the extent that solutions come up short, good enough may be ok. Acquisitions in the industry suggest extensive future development.

51 Email Archiving: Future Trends Forrester: As e-mail archiving becomes more commonly implemented as part of a broader records management initiative and software implementation, the onus for managing it will expand to include administrators from the content management group.

52 Email Archiving: Future Trends The I.T. and Records Department are going to have to team up on this one Firms that have not already done so should consider having the Records Department report to the C.I.O. Strongly encourage you to join the new LawNet Records Management Peer Group!

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