E-Mail Deployment David Rintoul Senior Records Management Specialist.
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E-Mail Deployment David Rintoul Senior Records Management Specialist
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Transcript of E-Mail Deployment David Rintoul Senior Records Management Specialist.
E-Mail DeploymentDavid Rintoul
Senior Records Management Specialist
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Who Are We?
We are one of the world’s leading producers of prescription medicines, vaccines and consumer health products
Improve the quality of human life by enabling people to:
Do more
Feel Better
Live Longer
Over 100,000 GSK people
116 countries
About 2,000 GSK people in Canada
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Project Background
If each GSK employee creates or receives just 35 email records a day, nearly a billion records are then created each year
Nearly 80 per cent of these records are likely to be copies of information maintained elsewhere in GSK.
The cost of managing all this information is significant. Additionally, the more information that is kept, the more time is spent searching for what is required.
A GSK Global initiative that applies to all employees
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Project Background
Activation of these email management tools aligned to our Canadian Action Plan commitments to “Drive Operational Excellence” and “Embrace Corporate Governance”
helps us become more organized and efficient in the way we work with records and information
ensures our records management practices are compliant with applicable Canadian legislation and global policy
Good records management enables us to control information so that we have what we need when we need it
Good records management ensures we are only committing resources to maintaining records that support GSK business activities
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Project Background
Drive operational excellence by reducing users’ time and effort in searching for and archiving data
Ensure compliance with GSK’s Records Retention Policy and Records Retention Schedule
Make it easier to maintain GSK’s electronic infrastructure
Contain operational costs associated with email storage.
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Project Background
“The Mailbox Janitor and the Records Retention Schedule programmes help us manage the rapidly growing volume of information being stored on our servers. They help improve efficiency and ensure the stability and reliability of the IT infrastructure. I strongly encourage everyone to comply with the Mailbox Janitor and Quota programmes. I believe these programmes will be less burdensome over time as they become part of how we do business.”
-- JP Garnier, July 2005
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E-Mail Growth
It is estimated that in 2005 48 billion corporate emails will be sent each day. This rises to 60 billion a day in 2006. An additional two trillion corporate emails are sent each year, or a 25% increase.
General Counsel Roundtable, 2003
One company recently spent $200,000 to respond to a government subpoena to retrieve 100 e-mail accounts from backup tapes. Those costs did not include Legal’s time to review the records, only the costs to get the data in a position to be reviewed.
James Michalowicz, Manager of Legal Services, DuPont
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Classification of E-Mail
Most employees had no file plan for e-mail
E-mail messages were kept all together in each employee’s In-Box
Duplication and lengthy e-mail threads
Difficulty retrieving messages
Difficulty identifying e-mail messages subject to litigation
Employees inherited large volumes of unclassified e-mail messages from predecessors
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Retention of E-Mail
Most employees did not delete e-mail messages…ever
Stable organization with many long term employees
Large attachments (often multiple duplicates) stored along with messages
Continual addition of storage devices to Lotus Domino Server Systems
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Mailbox Janitor and Quota
Applications created within the Lotus Notes template
Encourage users to manage email records effectively
Classify records within a folder structure
Manage the retention of email records
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What Janitor Does
Each week it reviews all the messages in each employee’s inbox, sent folder and drafts folder
Moves any messages that are more than 60 days old to the employee’s !System Cleanup! folder for 7 days
Permanently deletes any messages that have been in the !System Cleanup! folder for more than 7 days
Items in user created folders are not affected by Janitor
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What Quota Does
A tool that monitors the size of each employee’s Lotus Notes Mailbox to ensure they comply with the size limit. The system generates a series of pop-up messages to tell you when you have exceeded the limit.
International set a non-negotiable 300 MB quota for all employees
Quota applies to all records contained in that Lotus Notes Mailbox including Personal Folders, Calendar entries and To Do items
Calculates each employee’s mailbox size nightly and compares it to the fixed quota size
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What Quota Does
For the first 60 days that an employee is over their 300 MB quota, they receive a pop-up message every time they create an email message reminding them they are over their quota and to reduce their mailbox size
If an employee remains over the 300 MB quota for more than 60 days, they cannot send an email message until they are below their quota
The Lotus Notes mail template shows the employee’s Mailbox Quota and Mail File Size in the top left corner of the Inbox
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What Employees Had To Do
Complete a Mandatory eLearning Module
Review the Records Retention Policy
Create a set of user defined folders by subject within Lotus Notes
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What Employees Had To Do
Move email messages into these folders as they create or receive them
Reduce their overall mailbox size below their 300 MB quota, and keep it there
Check their !System Cleanup! folder every week to ensure that the Mailbox Janitor does not delete anything that needs to be retained
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What Employees Had To Do
Move anything that needs to be retained from their !System Cleanup! folder to a personal folder within 7 days
Organize electronic records outside Lotus Notes
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What Janitor/Quota Are Not
Comprehensive Records Management Applications
Automated Classification Systems
Records Retention Schedule Automation Tools
Integrated with other electronic records repositories
Integrated with tools used to manage physical records
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What Janitor/Quota Are
Effective tools to encourage employees to manage their e-mail records
Fully implemented enterprise wide
Widely accepted by employees
Used and fully endorsed by senior management
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Results
Reduction in Storage SpaceDomino server total storage reduced by 68% (from 1.7 Terabytes to 550 Gigabytes)
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Results
Reduction in Costs
Value of storage space freed up by e-mail reduction:
$290,000
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Results
Level of Compliance99.7% compliance rate on eLearning module completion
One year after deployment, all employees in Canada are working within their assigned mailbox quota
Average mailbox size is 275 MB
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Results
Employee Acceptance1,931 employees now activated in Janitor across GSK Canada after completing mandatory eLearning
26 exemptions granted for Preservation Notices issued by Legal Operations (out of 1,931 users)
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Lessons and Success Factors
Management SupportSenior Management support from Global CEO level on down
No exceptions for executive employees
Mandatory Training
Deletion
Quota Size
Consequences
Presentations to management teams
Executive Team participation on project steering committee
Willingness to address non-compliance
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Lessons and Success Factors
TeamworkCross-Functional Collaboration
Records Management
Information Technology
Training
Employee Communication
Linguistics
Legal
Departmental Records Champions
Winner of the IT Employees Choice Award for Corporate Governance
Nominated for GSK Spirit Award for Teamwork and Collaboration
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Lessons and Success Factors
Project ManagementPartnership between RM and IT
Steering Committee
Project Dashboard
Detailed Project PlanCommunications
Training
Deployment
Exception Processes
Pilot
Phased Roll-Out Enterprise Wide
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Lessons and Success Factors
CommunicationsGlobal Communication
Corporate Messaging
Targeted Employee Messaging
Presentations to Management Teams
Make it impossible for an employee not to know what to expect
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Lessons and Success Factors
TrainingMandatory E-Learning Module
Pre-Enroll Employees
Skill Check
Do Not Deploy Without Training
Escalate Training Non-Compliance
Voluntary In-Class Sessions to Supplement E-Learning
Coordination of IT Help Desk and RM Help Line
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Lessons and Success Factors
ConsequencesNon-Compliance with Training by Deadline
Reminder Notice
Manager Notification
Executive Team Notification
E-mail account locked down until training completed
Failure to Classify an e-mail record within 60 days
Record is automatically deleted
Exceeding the 300 MB Quota for 60 days in a row
Employee is unable to send an email until his account is below quota
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Conclusion
E-mail volumes are exploding in the business world
E-mail messages must be managed like all other records
Traditional Foundation
Classification
Retention
Critical Success Factors
Management Support
Teamwork
Project Management
Communication
Training
Consequences
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Questions and Comments
