Email, IM, Wikis, and Blogs – Oh MY! ARMA Bismarck/Mandan Spring Seminar

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

2. Seminar Agenda • Active Email Management • Instant Records: Managing Your Instant Messaging Lunch: “Oh, The Places You’ll Go!” • Digital Preservation • Blogs, Wikis, RSS, Oh MY!

3. Active Email Management Session 1

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

5. email management drivers

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

7. Why are we sending so much email? • It’s easy • It’s asynchronous • It’s convenient • It’s less formal • It’s ubiquitous and platform-neutral • There’s a written record of communication

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

9. Business issues cont’d • 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

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

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

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

13. Email management today

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.”

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

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

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

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

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

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

21. Email management technologies

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

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

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

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

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

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

28. Elements of an Email Policy

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!

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

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

32. Questions?

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

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

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”)

37. The IM client

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

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

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

41. The four stages of IM • Unfamiliarity • “We don’t use IM – that’s for my kids!” • Prohibition • “Use of IM is grounds for dismissal” • Acceptance • “Don’t do evil” • Optimization • Compliance, efficiency key goals

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 organization’s control) • SilentSmurf, 2Hot2Handle (!) • 31% of organizations have a policy regarding IM usage

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

44. Retention

45. Retention cont’d

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

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

48. Approaches to managing IM

49. First step for handling IM Prohibit it!

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