1. Slide 1 Email Management '06 Managing email for the benefit of better knowledge Nick Povey - Head of Information Management UK Civil Aviation Authority nick.povey@caa.co.uk

2. Slide 2 Email Management '06 The Civil Aviation Authority UK's specialist aviation regulator, its specific responsibilities include: –Air Safety –Economic Regulation –Airspace Regulation –Consumer Protection –Environmental Research & Consultancy Funded entirely by charges set on those regulated 1000 staff 10 locations Our primary ‘product’ is decisions

3. Slide 3 Email Management '06 The problem – It just happened Paper Records were well managed for decades Personal Computers deployed 17 years ago Email introduced shortly afterwards Demise of secretaries and admin staff Little or no guidance for managing the electronic stuff ……….and now its everywhere! ‘C’ drives, network drives, floppy disks, CDs, USB sticks Cost = £100,000’s per annum

4. Slide 4 Email Management '06 The problem – People People deal with paper but ignore electronic files Email isn’t treated as ‘formal’ communication Email is too easy to proliferate, recipients get overwhelmed by quantity It all belongs to ‘them’

5. Slide 5 Email Management '06 The problem - Corporate risk Don’t know what we have Rely on ‘Experts’ knowledge Information not shared Potential lack of consistency Not complying with ‘best practice’ The evidential record may not be complete A retention policy isn’t applied to all material

6. Slide 6 Email Management '06 What we need is…… Keep and catalogue business records Retain useful stuff for personal use Destroy the rest when no longer needed Demonstrate professionalism Having the right information at the right time …and thereby avoid litigation

7. Slide 7 Email Management '06 Information management fundamentals The CAA Information Management Policy is to hold the information the CAA requires, for as long as needed and to make the information readily accessible to those who need or are entitled to access it. In implementing the policy, the CAA shall seek to: Enable staff to carry out their responsibilities effectively Inform the aviation community, external bodies and the public on matters of CAA responsibility Provide evidence of CAA actions and decisions Support CAA’s intention to be open and transparent Contribute to the historical record of UK civil aviation regulation Information created by the CAA shall be: Created with an awareness that it could be made public

8. Slide 8 Email Management '06 So what about email? The business case for a slick automated solution….. What about Knowledge Management?….. The need for a comprehensive ‘Email Management Policy’….. The need to gain support from staff – years of neglect equates to the need for a major change programme and eventual shift in culture….. If you manage records correctly what problem remains?

9. Slide 9 Email Management '06 What about the other stuff? Phone conversations Voice over IP iChat and teleconferencing Texting Images Podcasts …..and bits of aircraft!

10. Slide 10 Email Management '06 Our approach Focus on managing records Promote their value and importance Produce RM policy and guidance Retention schedules Use an ERM product We have really intelligent professional staff, explain the issues to them and gain their understanding. Support them to do the right thing.

11. Slide 11 Email Management '06 Email management policy Email is not a storage facility nor a preferred communication method (guidance) Emails remain Corporate Information (IT code of conduct) no privacy Single subject per email (guidance) Treat email as formal professional documents (guidance) Style Automated monitor (behaviour guardian) Manage email as records (records management policy) Ownership rules Proliferation rules Naming conventions Destruction policy

12. Slide 12 Email Management '06 The CAA solution Educate staff to want to recognise a business record and handle it appropriately Provide them with good tools and guidance Enforce the IT code of conduct Apply a retention policy to all documents and records Provide simple best practice guidance for email and other record types Don’t try to fix management neglect with IT systems

13. Slide 13 Email Management '06 Thank you Nick Povey