1. 2. Document Management Involves the receipt, tracking and storing of documents, images and multimedia files. Involves the receipt, tracking and storing of documents, images and multimedia files. See figure 7.14 page 220 See figure 7.14 page 220

2. 3. Records management Because of the increase in employees working remotely and the resultant breakdown of centralised record-keeping functions, small and large organisations are having to rethink their records management processes. Establishing effective record-keeping practices is not an easy task and it requires a sustained commitment from senior management. As is often the case, it is only when something goes wrong, for example, when records are required for e- discovery, that the full implications of not having an efficient system becomes apparent, as shown in the following cases.

3. The benefits of an efficient records- management system include:   secure and quick access to authentic and accurate information   control over the creation and growth of information   simplification of business processes   reduction in operating and storage costs   compliance with laws and standards   Faster and better decision-making due to access of information.

4. Some of the problems encountered as a result of electronic records are:   confusion between different versions of a document   loss of context because there is no link between related documents, that is, no documents occur in isolation— they always refer to other documents to provide a whole picture   failure to link related paper-based documents to electronic documents   proof of authenticity due to possible manipulation of text   destruction of documents because of poor management practices   changes to organisational structures and systems   documents becoming unusable because of changes in technologies.

5. Electronic document and records- management systems Electronic document and records management systems (eDRMS capture, store and archive both electronic and scanned paper records, as well as simplify compliance with legal and other regulatory standards. When combined with Web technology software, eDRMS offer enormous opportunities for organisations to increase efficiency and improve customer service by minimising the paper workflow within an office. Have a look at figure 7.17 on page 223

6. EMAIL MANAGEMENT   One of the fastest growing areas of record creation requiring management’s attention is email.   Email is an indispensable tool in business and has become a quick and efficient way to communicate.   Because electronic messages relating to business activities are subject to legislation and legal processes— both criminal and civil—just the same as any other document, they must be managed accordingly.   Employees should also be educated on their responsibilities in ensuring that emails are captured correctly   Have a go at the action task right column on page 224