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Email, IM, Wikis, and Blogs – Oh MY! ARMA Bismarck/Mandan Spring Seminar Jesse Wilkins April 10, 2008.

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Presentation on theme: "Email, IM, Wikis, and Blogs – Oh MY! ARMA Bismarck/Mandan Spring Seminar Jesse Wilkins April 10, 2008."— Presentation transcript:

1 Email, IM, Wikis, and Blogs – Oh MY! ARMA Bismarck/Mandan Spring Seminar Jesse Wilkins April 10, 2008

2 Seminar Agenda 1.Active Email Management 2.Instant Records: Managing Your Instant Messaging Lunch: Oh, The Places Youll Go! 3.Digital Preservation 4.Blogs, Wikis, RSS, Oh MY! 2

3 Active Email Management Session 1

4 Agenda Email management drivers Email management today Email management technologies Elements of an email policy 4


6 Email – defining the issue First email was sent in 1971 Today more email is sent every day than the USPS delivers in a year –11 billion emails a day in the US alone –More than 57 billion a day world-wide –NOT including spam 60% or more of business-critical information is stored within messaging systems 6

7 Why are we sending so much email? Its easy Its asynchronous Its convenient Its less formal Its ubiquitous and platform-neutral Theres a written record of communication 7

8 Business issues Email storage costs –Up to 200 GB email per month for 1,000-user company –Costs to add and manage storage –Costs to back up to tape –Costs to restore Productivity costs 8

9 Business issues contd Email retrieval costs –It takes more than 11 hours to recover an email more than 1 year old from an archive –Typically have to restore the entire tape to a spare (!) server to find the desired message –29% of organizations would not be able to restore an email message over 6 months old 9

10 Legal issues Electronic discovery for a Fortune 500 company averages $750,000 per case 75% of demands for discovery are for email Courts want discovery in native format… …but may also require that it be provided in an accessible format 10

11 Legal considerations for messages Messages are discoverable – whether they are records or not Message archives are discoverable, regardless of the format or storage medium The deleted messages box is discoverable Personal copies are discoverable 11

12 When is an email a record? When statutorily defined When it documents a business transaction When it memorializes a business decision When the attachment is a record When it is the only written record of something 12


14 Email management defined According to AIIM, The ECM Association, the essence of email management is that As the de facto standard for business communication, removing emails from the server and saving them to a repository isn't enough. Email must be classified, stored, and destroyed consistent with business standards-just as any other document or record. 14

15 Approaches to managing email today Policy approaches to retention: 1.Do nothing 2.Let users manage their own email 3.Keep everything forever 4.Delete all messages older than X 5.Limit mailbox size to X 6.Declare and manage email as records 15

16 Approaches to managing email today Technology approaches to retention: 1.Outsource it! 2.Server-based rules 3.Client-based rules 4.Decentralized – employees do it Messages on the server Messages in.PST/.NSF files 16

17 Email management is NOT: Saving all email messages forever Saving all email messages in the messaging application Setting mailbox time limits Setting mailbox size limits Declaring email as a record series –Or as simply correspondence Doing nothing 17

18 General principles Email management is part of time management Email is a medium, not an action Email should not be used for everything Email should be kept as long as needed – and no longer 18

19 Who captures the message? YOU have to capture an email: –You receive from outside the organization –You send, either internally or to someone outside the organization Designate someone to capture messages sent to groups/lists 19

20 Emails that are not captured Transitory messages that are not timely Personal messages unrelated to business Me-too messages Messages already captured by someone else 20


22 Messaging system Not built to store massive amounts of messages –And attachments –And manage as records Difficult to search across inboxes –Discovery, auditing 22

23 Print & file Common approach Challenges: –Loss of metadata –Attachments –Volume to print and to file –Authenticity (phishing) 23

24 Backup tapes Backups store data, not files or messages Designed for smoke & rubble scenario Multiple copies of data Readability of older tapes –Format, media, hardware 24

25 Email management applications Move messages out of the messaging application Typically use a rules engine May provide simple retention management Single instance storage Many different capabilities available 25

26 Email management technologies Email archiving Personal archive file management Email encryption and digital signatures Email compliance Email discovery Email security Policy management 26

27 ECRM solutions Most systems support email management May run at server or client Many support single-instance storage May allow declaration, management of messages as records Varying support for attachment management, metadata management 27


29 Email policy principles Email belongs to the organization, not the individual Email is not a records series unto itself Email management program must comply with appropriate regulatory requirements Policy has to be followed and enforced! 29

30 Email policy elements Acceptable/appropriate usage Personal usage Access to external messaging systems Effective email usage Ownership of email Retention and disposition Legal issues –Holds –Discovery and production 30

31 Elements of an email policy Mobile and web-based email Backups Archival Privacy Security Retention and disposition Training Audit and compliance 31

32 Questions? 32

33 Conclusion We have to manage messaging technologies better Start with policies and procedures Technology can help Communicate, communicate, communicate Enforce the program 33

34 Instant Records: Managing Your Instant Messaging Session 2

35 Agenda Instant messaging today How IM works Approaches to managing IM IM policies Better IM through technology 35

36 What is instant messaging? Communication between users in real time over the Internet Most often one-to-one; some clients support group chat Indicate presence and status Send and receive messages Manage contacts (buddy lists) 36

37 The IM client 37

38 Origins of instant messaging 1980s: BBSs allowed some person-to-person chat in real time Early 1990s: On-line messages 1996: ICQ debuts 1998: Introduction of enterprise IM –Lotus Sametime 2000: Open source-based Jabber debuts 38

39 Where is IM today? 12+ billion instant messages sent per day in the U.S. More than 46.5 billion per day worldwide by 2009 1.2 billion users worldwide by 2009 96% of organizations use IM today Up to 75% of usage is commercial clients 39

40 Where is IM today? 34% of current traffic is business-related Most IM networks support audio, video Most IM networks support file transfer Most IM networks are not interoperable Most IM networks are not managed 40

41 The four stages of IM Unfamiliarity –We dont use IM – thats for my kids! Prohibition –Use of IM is grounds for dismissal Acceptance –Dont do evil Optimization –Compliance, efficiency key goals 41

42 IM issues 1 - informality IM sessions are casual and employ cryptic shorthand –IMHO, AFAIK, TTYL, LMAO IM sessions are free-flowing User names not standard (and not under organizations control) –SilentSmurf, 2Hot2Handle (!) 31% of organizations have a policy regarding IM usage 42

43 IM issues 2 - retention Sessions typically not saved on a central server –May require users to turn on archiving –Archives are retained on individual PCs –Archives often saved as plaintext or XML IM is still subject to retention requirements –According to content, not as own series 13% of organizations retain IM effectively 43

44 Retention 44

45 Retention contd 45

46 IM issues 3 - functionality Threads stored by users/dates, not by subject –No subject line to index! Conference/group chat capabilities File transfer capabilities –Which may also bypass other filters such as email size limits and compliance filters Active URL transmission Audio and video capabilities 46

47 IM issue 4 - interoperability Commercial IM networks originally proprietary More standardization today –Session Initiation Protocol (SIP) for Instant Messaging and Presence Leveraging Extensions (SIMPLE) –eXtensible Messaging and Presence Protocol (XMPP) Different applications use SIMPLE vs. XMPP 47


49 First step for handling IM Prohibit it! 49

50 Prohibition and technology Easy install Can't block "server" URLS, IP addresses Port-seeking behavior Simulate TCP connection to IM service using HTTP and polling Web-based IM clients: MSN Web Messenger, Yahoo Web Messenger, Google Talk, meebo, many others 50

51 Web-based IM 51

52 meebo 52 6/3/2014

53 Meebome on a blog 53 6/3/2014

54 Prohibition and culture Employees use it for legitimate reasons –Informal and real-time –Presencing –Email overload Customers want it! –See above 54

55 Top 5 steps for handling IM 1.Update policies to address proper usage 2.Train users on the policies 3.Audit and review adherence to the policy and address gaps 4.Implement IM gateway or enterprise instant messaging 5.Export IM traffic to archival or records management application 55


57 Acceptable usage policy Whether personal usage is allowed How personal usage may be constrained How business usage may be constrained Commercial vs. enterprise IM Disclaimers 57

58 Proper netiquette Same as email, e.g. –No off-color jokes –No disparaging remarks –Proper business tone –Nothing that wouldnt be appropriate for the front page of the newspaper Proper naming, if using consumer IM 58

59 Content restriction policy What is allowed to be transmitted? –Attachments –Sensitive information –URLs and hyperlinks To whom may it be transmitted? –Internal vs. external –Public IM vs. federated EIM –Certain groups or users 59

60 Retention policy *That* it will be done How it will be done A note on wiretaps 60

61 Training Contents of the policies –Proper usage –Content transmission –Archival How to identify potential records IM ownership and privacy Retention and archival Security 61


63 Enterprise IM options Gateways: –Provide retention and auditing capabilities for commercial IM such as AIM, ICQ, YIM, MSN –May provide some interoperability –Audit usage, compliance with usage policies Enterprise instant messaging (EIM): –Everyone on the same (corporate) client –Tighter integration into directory services –Much more granular control over functionality and usage 63

64 Enterprise IM solutions Gateways: –Akonix L7 –Symantec IMLogic –Facetime IMAuditor –CipherTrust IronIM 64

65 Enterprise IM solutions EIM solutions: –IBM Lotus Sametime –Microsoft Live Communications Server –IMiN –JabberNow 65

66 Minimal reqts for IM solutions Provide full-text search capability across all messages Audit content –Keyword/content-based –Context-based (users, time, etc.) Capture and store all messages Export to controlled repository Review/markup capability (e.g. for auditors) 66

67 Encryption of external communications Route internal messaging inside firewall Attachment blocking and notification –Virus scanning of attachments if allowed –Storage of attachments if allowed URL blocking/filtering Insert disclaimers into message stream 67 Minimal reqts for IM solutions

68 Federation –Commercial, enterprise Provide identity management –Integration with directory services/LDAP –Enforce corporate naming conventions Enforce communication restrictions –Ethical walls –External vs. internal communications 68 Minimal reqts for IM solutions

69 Questions? 69

70 Conclusions IM is a communications medium IM has to be managed according to content It is difficult to prohibit it for a number of reasons It can be managed with policies and procedures Technology can help 70


72 Digital Preservation Session 3

73 Agenda The problem with digital information Approaches to digital preservation Strategies for long-term access 73


75 The problem with digital information Digital documents last forever – or five years, whichever comes first. --Jeff Rothenberg, RAND Corp. 75

76 The problem with digital information Explosion of information Documents and files are increasingly born digital Digital formats support more complex information objects Digital preservation does not just happen – it must be actively pursued –And IT cant do it alone 76

77 Media There are no archival-class media for storing digital information –Media can be damaged, scratched, stretched And if there were – it wouldnt matter! 77

78 Hardware compatibility Technical obsolescence –8 floppy disks, laser video discs Generational changes –Floppy disks, CDs Non-standard formats –ZIP drives, LS-120 Rapid rate of change 78

79 Software compatibility Between applications –Microsoft Word, Corel WordPerfect Between platforms –Word, Word for Mac Between versions –Word 1.0, Word 2007 79

80 Security and encryption Passwords can be lost Some applications dont play nicely with encrypted or protected files Some applications dont recognize security features -- and ignore them 80

81 Formal standards are agreed to by users, vendors, industry experts, and managed by standards organizations. –XML, PDF Ad hoc standards are controlled by vendors or smaller groups and are considered standards because they are in widespread use –Microsoft Word Standards protect the organization! A note about standards 81


83 Digital preservation strategies Analog storage System archival Emulation Conversion Migration Each has its own strengths & weaknesses 83

84 Analog storage Analog storage suffers from a number of issues: Search and retrieval issues Storage requirements and costs Data loss, particularly for rich media formats 84

85 System archival Maintain copy of original hardware, software, operating system, and information objects Still run into issues with media and hardware lifespan Centralizes access to locations with older systems Increasing number of systems required to ensure access to everything Difficult to ensure everything is taken into account 85

86 Emulation Virtual recreation of original environment Does not require any conversion Requires periodic refreshing of the emulation environment Still have issues around media and, maybe, hardware to read it 86

87 Conversion Move from proprietary to standard –HTML to XML –Windows bitmap to JPEG or TIFF –Excel to ASCII text Can be labor-intensive Often results in some loss of data –Proprietary formatting –Rich objects, images, formulas, etc. 87

88 Migration Digital media doesnt last forever… …and neither does the hardware Media must be refreshed while its still readable Very labor intensive Often results in loss of some information –Migration over generations often more reliable than migration through generations 88

89 Migration contd

90 The Domesday Project Domesday book written in 1086 In 1986, BBC created interactive presentation using LaserVision LV-ROM By 2002 the discs were unreadable Through significant effort and the use of migration and emulation, the Domesday presentation remains available 90


92 Recommendations – 5 years Capture information using no compression or lossless compression Use standard file and media formats Select high-quality media that will last 5-10 years Capture relevant metadata 92

93 Recommendations – 50 years Capture information using no compression or lossless compression Capture information in standard formats or formal descriptions Select high-quality media and plan for migration Capture relevant metadata Do not use encryption or passwords on individual documents 93

94 Recommendations – 500 years Capture information in standard formats or formal descriptions Select high-quality media and plan for migration Capture and embed relevant metadata Consider converting to analog Do not use encryption or passwords on the individual documents 94

95 Questions? 95

96 Conclusions Digital preservation requires work Ultimately a question of tradeoffs –Cost to preserve –Cost of not preserving –Exactly what must be preserved Pursue multiple preservation strategies Standards can help preservation efforts TANSTAAMB 96

97 Blogs, Wikis, and RSS, Oh MY! Session 4

98 Agenda Blog This! Wiki-Wiki Really Simple RSS 98

99 BLOG THIS! 99

100 Blogs in Plain English 100 Source: Common Craft

101 Whats a blog? Started as online diaries Today used more as lightweight CMS Hides complexity of Web publishing Generally arranged in chronological order, most recent at top 101

102 The ARMA blog 102

103 Informata 103

104 Technorati 104

105 Blogging basics Centralized - one person or group posts, others can only read the posts Comments and trackbacks Easy to link to other pages Easy to blog using toolbars Important to keep current! 105

106 Getting started Sign up for a free hosted service Start posting Keep posting! Make it relevant if you want it to be read…. Consider commercial solutions –More control over content –Finer-grained control over access, updates 106

107 Blog Records Management If the CEO is blogging, is it a record? –Maybe… Most blogging systems support basic content management capabilities Review comments periodically –Or consider turning them off Track changes to postings, comments –Document reason for changes 107

108 Blog solutions - hosted Wordpress Typepad Blogger LiveJournal MSN Spaces Yahoo 360° 108

109 Blog solutions - internal Movable Type Enterprise Traction Teampage Blogtronix Enterprise Sharepoint 2007 Drupal Telligent Community Server UserLand Manila and Radio UserLand 109

110 WIKI-WIKI 110

111 Wikis in Plain English 111 Source: Common Craft

112 The wiki basics Collaborative website Organized as linked articles Hides complexity of HTML from users Easy to add articles Easy to link articles Easy to correct mistakes 112

113 Wiki-Wiki Wikipedia: 2,100,000+ articles in English –More than 7 million in 250+ languages Wiktionary: 598,000+ definitions in English WikiQuote: 13,400+ quotations 113

114 Wikipedia 114

115 Wikipedia RM article 115

116 Wiki business cases Project management Collaborative authoring and review Knowledge management 116

117 Wikis and RM Excellent for collaboration on records management policies, procedures, RRS, etc. Changes tracked automatically –Need to save logs of changes Periodically may need to review/clean up –Spam comments/articles –Outdated materials 117

118 Change tracking 118

119 Implementing a wiki Sign up for a free hosted service Start writing Invite others to write Moderate…or not Consider a commercial wiki –MUCH more control over look & feel, access rights/security, content 119

120 Wikis - hosted Atlassian Confluence Hosted Central Desktop (bliki) EditMe pbWiki Socialtext Wikia (uses MediaWiki) Wikispaces Zoho Wiki 120

121 Wikis - internal Atlassian Confluence MediaWiki Sharepoint 2007 Socialtext Managed Service Appliance TWiki 121


123 Really Simple Syndication XML-based content syndication language Makes it easy for users to find your content Push instead of pull Most blogs and wikis support RSS natively 123

124 RSS in Plain English 124 Source: Common Craft

125 How RSS works Find a website with a feed Subscribe to the feed using a reader Reader polls the website periodically and downloads updated feed items Read the feeds in the reader! 125

126 126

127 127

128 The river of news

129 Single article

130 Google Reader on iGoogle

131 RSS in Outlook 2007

132 Feed readers Lots of them available Many of them free Google Reader My Yahoo! WizzRSS Newsgator Attensa Many others…. 132

133 Questions? 133

134 For more information Jesse Wilkins CDIA+, LIT, edp, ICP, erm m, ecm m, bpm s Access Sciences Corporation Blog: (303) 574-1455 direct 134

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