Over the last several weeks I had an opportunity to meet with several senior executives and CIOs at some very large commercial and government organizations. In discussions regarding the rollout of content and records management technology to user bases measured in the tens of thousands, it was both remarkable and refreshing to hear the importance placed on the requirement for a positive end-user experience. The death of the end-user, it appears, is greatly exaggerated.
Records management at large is about control over information and maintaining integrity and custody over that control. As such, one would expect that any corporate mandate or IT directive in support of records management policy would trump user adoption or ease-of-use. This is clearly not the case. Executives today are keen to the importance of having the end-user community participate in the process, and ensuring that while the technology under consideration may address the business problem it must also be readily consumable by the target users. Where were these decision-makers back when I was forced to use IBM PROFS?!
Integro Email Manager (IEM) enables the end-user to participate in the records management process with a highly intuitive, straightforward user experience. Declaring records is as easy as a mouse click from within a user’s Notes or Outlook email environment. This approach enables our customers to achieve several very important objectives. First, IEM enables organizations to leverage the expertise of the knowledge worker; it is the individual employee working on the front lines each day who best understands information context.
Second, IEM enables proactive application of the file plan and associated records management policies. End-users are able to declare records as part of their role in running the business, rather than hearing about records management for the first time when they are designated a custodian for a pending litigation.
Third, by involving the end-users in the records management process, organizations are mitigating the risk of enabling adverse data management behavior. Remember when you thought it was a good idea to put restrictive quotas on mailboxes, only to discover that you created untenable operational cost and risk associated with the proliferation of thousands of local PST files?
Finally, it must be noted that IEM does balance the human oversight described above with a very powerful capability called SmartAssist™. IEM with SmartAssist will auto-classify much of the content flowing in to and out of the mail system using some amazing self-learning technology, further improving upon the user experience by managing the bulk of the email content. Again, look for another blog entry on SmartAssist coming soon.