1. eMail Management ’06 : Best Practice & Compliance in the Public Sector Controlling the Inbox Dr Keith Nicholson Alfred McAlpine Business Services Information Systems

2. eMail Management ’06 : Best Practice & Compliance in the Public Sector Challenges Overwhelming email volumes Overuse destroying effectiveness of email Negative impacts on staff productivity Negative impacts on staff morale / health 10% companies experienced email abuse by staff Compliance issues yet over 90% of organisations provide little/no training in email management

3. eMail Management ’06 : Best Practice & Compliance in the Public Sector PEOPLE POLICIES TECHNOLOGY email 360  © Keith Nicholson 2006

4. eMail Management ’06 : Best Practice & Compliance in the Public Sector Inbox Control : Reclaiming the desktop Organise & filter emails Mute audible alert Set specific times to respond to emails Enable spam filtering Housekeeping & archiving routine Technology + Behaviour + Policies

5. eMail Management ’06 : Best Practice & Compliance in the Public Sector Behavioural Changes Use “Reply to All” appropriately Do not “CC” widely email is CONTENT – write appropriately Exploit the strengths of email Use alternative channels to email eg. SharePoint Talk – verbal briefings most effective Allows effective Q&A Quicker, easier explanations Team dynamic

6. eMail Management ’06 : Best Practice & Compliance in the Public Sector e.g. SharePoint

7. eMail Management ’06 : Best Practice & Compliance in the Public Sector The 3 Steps to Success 1. 1.Good Practice – in writing and managing emails; using alternative solutions. 2. 2.Enforced Policies – ensuring effective email lifecycle management. 3. 3.Effective Technology – in screening, securing and storing emails. © Keith Nicholson 2005

8. eMail Management ’06 : Best Practice & Compliance in the Public Sector Acceptable use, content, disclaimers Audit & Monitoring, Privacy Enforcement Segregation of roles and responsibilities Storage, Archiving, Retention and Deletion Access control, DR, BC Encryption, mobile, remote communication Staff induction & training Policies

9. eMail Management ’06 : Best Practice & Compliance in the Public Sector Policies – Key issues Emails are organisational information Manage email as formal documents/records Apply information lifecycle management policy – including destruction and archiving The email system (Inbox) is not a storage facility Use email strengths – recognise weaknesses Use alternatives to email

10. eMail Management ’06 : Best Practice & Compliance in the Public Sector Business Benefits Improved systems management Adoption of alternatives to email Improved productivity Compliance across multiple regulations Addresses common problem areas of risk email as content – attitude change

11. eMail Management ’06 : Best Practice & Compliance in the Public Sector Supporting Paper Business Card Complete Request List Send your request to: Keith.Nicholson@AlfredMcAlpine PLC.com