Last week, an unexpected overlap “slapped me upside the face”: A prime challenge of corporate Records & Information Management matched current events, political opinion and social tumult.
First the RIM part: The Records Director of a large financial services corporation called to ask for help implementing an enterprise RIM program. Apparently, the program is well written, comprehensive, and ready to deploy. But that is only half the battle. The implementation is beyond the RIM staff’s resources. Gaining acceptance, investment, and full participation is daunting. Rolling out the new program requires, among other things, advocacy, diplomacy, education, training and – above all else – effective communication.
This RIM program will only meet its goals if it receives universal endorsement or, minimally, grudging participation. Clearly, top officers and directors need their records managed, but so do the mail clerks, couriers, and temp workers. Everyone needs to pull together.
Knowing human nature, I am sure some people will resent and resist participating in RIM. Some won’t want to be bothered. VIPs may feel they are exempt. Many will find the change unsettling, difficult, and offering scant improvement for seemingly painful effort.
For a successful launch, the Records Manager and staff will need to interpret their efforts to all participants in the language of the staff members. But at least as important, the RIM staff will have to listen to the conflicting views. The RIMmers will have to consider the issues their efforts raise and evaluate the objections. They may need to use carrots and sticks to get cooperation, but most important, they will need to listen to the concerns and fears of workers at all levels of the corporation. Constructive criticism and program adjustments may contribute to success.
How does this overlap with current events? Last week I attended a family reunion. There, relatives from the generation before and after mine asserted opinions that they declared The Political Truth. My problem was that they based their conclusions on information from sources from only one end of the political spectrum. Their exposure to the day’s news and its interpretation all came from the same brand of talk radio, cable news, and print journalism. In fact, a single man owned most of their news media.
These relatives asserted their right to claim objectivity without exposing themselves to dissenting opinions. They claimed to know what the other side supported, but that “knowledge” all came through reading/listening to their one-sided favorites.
I assert that there is value in hearing both sides of an issue. No one gets it right all the time. We need to challenge our views by considering them in the light of opposing conclusions. Without abandoning our values, we need to consider how the advocacy from “the other side” relates to what we hold dear.
Information and reasoned opinion – as opposed to demagoguery – are always valuable. They enhance and inform our thoughts and actions. They may even contribute to or temper our strategies and tactics. It is important and valuable to listen to those who hold opposing values or practice divergent thought processes.
When rolling out a RIM program, RIMmers cannot afford to roll over objectors and their objections. RIMmers need to listen, consider, possibly adjust plans, and in all cases, give full credence to those who don’t want to change their records management practices (or lack thereof).
Successful RIM is dependent upon full cooperation and participation in an organization, from top to bottom and everywhere in between. Technology people, Legal people, Finance people, Operations people, and those from other departments may all make valuable contributions to a RIM program during both construction and implementation.
RIM professionals are subject matter experts, but they are not know-it-alls. They need not be spineless or appeasers, but they do need to listen to and consider all opinions. When RIMmers listen, their programs improve.
19 August 2009
The Unobserved Need
Last week I traveled to rural Indiana to research a case study of a mid-size manufacturing firm. While the subject is interesting in its own right, it is symbolic of a huge, unobserved need.
In the U.S. alone, there are close to 100,000 small to mid-size businesses. Different numbers define this SMB group, but I see it as organizations with between 100 and 1,000 staffers. Outside the business world, there are thousands of non-profits and governmental units with similarly sized staffs.
The vast majority of these organizations suffer from a vacuum or near vacuum of records management. Worse, most don’t recognize the resulting risk. In the SMB world the discipline of Records & Information Management is a little known concept. Record keeping systems (or lack thereof) grow in reaction to operational needs, not RIM concerns.
But these small and mid-size organizations expose themselves to serious risks:
A Fortune 500 company, becoming aware of its lack of RIM, simply hires a records manager to launch a program (and, yes, there are Fortune 500 firms that do not have a single, dedicated records manager.)
SMBs typically diffuse their records management responsibilities among existing staff and departments, but those efforts are uncoordinated and may be uninformed. Within a single organization, one section may discard important records while another retains meaningless documents in perpetuity. It’s the Wild West out there, where stationmasters set their own time..
Ironically, some of these SMBs currently have tools they need to, at least, make improvements. Their corporate attorneys may have valuable advice on regulatory compliance, if only they would ask. One or more departments (or the whole enterprise) may own document or content management software that contains unused tools for RIM. Their IT departments may have credible disaster recover/business continuity programs that could include records, if only they were aware of the need.
Sadly, few small and mid-size organizations know their needs, so their risks continue unmitigated. The need for education is great, but few address it. ARMA’s priorities focus on large organizations with sophisticated RIM programs or the challenges of subtle, new technologies: for firms still seeking their first records inventory, considering big-versus-small record buckets or the possible advantages of RIM in cloud computing are meaningless.
SMBs personify the work-a-day, blue collar, grind-it-out side of RIM. It may be as unglamorous as a midsize manufacturing business in rural Indiana. But the need, and the potential rewards, are as great as any at the largest, highly-staffed, multinational, corporation.
In the U.S. alone, there are close to 100,000 small to mid-size businesses. Different numbers define this SMB group, but I see it as organizations with between 100 and 1,000 staffers. Outside the business world, there are thousands of non-profits and governmental units with similarly sized staffs.
The vast majority of these organizations suffer from a vacuum or near vacuum of records management. Worse, most don’t recognize the resulting risk. In the SMB world the discipline of Records & Information Management is a little known concept. Record keeping systems (or lack thereof) grow in reaction to operational needs, not RIM concerns.
But these small and mid-size organizations expose themselves to serious risks:
- Those without disaster recovery plans gamble with their very existence
- Without intentional records retention and destruction, they risk crippling legal judgments
- Poor records management puts them at an operational/competitive disadvantage
- Demonstrating regulatory compliance poses a risk for many modest organizations, even though they are generally less regulated than large corporations. (Smaller businesses that supply or serve large organizations usually have to comply with their customers’ regulations, a requirement generally beyond their rudimentary or absent RIM program)
- The list goes on….
A Fortune 500 company, becoming aware of its lack of RIM, simply hires a records manager to launch a program (and, yes, there are Fortune 500 firms that do not have a single, dedicated records manager.)
SMBs typically diffuse their records management responsibilities among existing staff and departments, but those efforts are uncoordinated and may be uninformed. Within a single organization, one section may discard important records while another retains meaningless documents in perpetuity. It’s the Wild West out there, where stationmasters set their own time..
Ironically, some of these SMBs currently have tools they need to, at least, make improvements. Their corporate attorneys may have valuable advice on regulatory compliance, if only they would ask. One or more departments (or the whole enterprise) may own document or content management software that contains unused tools for RIM. Their IT departments may have credible disaster recover/business continuity programs that could include records, if only they were aware of the need.
Sadly, few small and mid-size organizations know their needs, so their risks continue unmitigated. The need for education is great, but few address it. ARMA’s priorities focus on large organizations with sophisticated RIM programs or the challenges of subtle, new technologies: for firms still seeking their first records inventory, considering big-versus-small record buckets or the possible advantages of RIM in cloud computing are meaningless.
SMBs personify the work-a-day, blue collar, grind-it-out side of RIM. It may be as unglamorous as a midsize manufacturing business in rural Indiana. But the need, and the potential rewards, are as great as any at the largest, highly-staffed, multinational, corporation.
22 July 2009
RIM Underpins Society
Last Thursday at Paddington Station, I had tea with Andrew Griffin, UK Director of the International Records Management Trust (www.irmt.org). Andrew had recently returned from Sierra Leone, the West African democracy only two years removed from a devastating civil war. Sierra Leone ranks dead last in the United Nations 2008 Human Development Index.
In Sierra Leone, Andrew is a ghostbuster. He advises the emerging government’s anti-corruption task force to rid the national payroll of phantom workers: deceased, retired, or fictional people drawing real salaries. Good records management discourages this kind of fraud.
The new government, led by President Ernest Bai Koroma, is in a race against time. It needs to build effective, functional bureaus that win the confidence of the citizens before drug cartels and factional forces exploit any state failures.
The state of records management in Sierra Leone is abysmal. You may be amazed to see the graphic evidence on a video at the Trust’s Website http://irmt.org/video_ghostBusting.html (You may be disturbed by the images of record mismanagement, but I predict that you will enjoy the reggae-inspired soundtrack.)
When I see the situation in Sierra Leone, I realize how absolutely foundational RIM is to society. Americans, for example, take for granted that their birth certificates, college transcripts, Social Security benefits, credit histories, and stock portfolios are safe, accurate, and accessible. But what if they weren’t?
These things do happen, but it is the aberration, not the norm, and there is often redress in court available in developed nations. Fraud and negligence are punishable offenses. And victims of bad records management often have backup systems or fallback positions to cushion losses.
In contrast, Sierra Leone’s annual per capita income is $530 US according to the World Bank and as low as $150 US by other estimates. Most families live on the edge of economic ruin, Griffin told me, and any interruption of income can be disastrous. Good records management stabilizes payrolls, starting with government workers. By reducing fraud, it ensures money is available for legitimate civil servants. The widespread poverty creates a strong incentive for fraud, so efforts to combat deceit must be similarly aggressive.
The IRMT, working with the government’s ghostbusting task force, already has saved over a half billion Leones (about $154,000 US) each month since February. The project identified over 600 ghost workers and retired employees still drawing salaries. Now the government can afford to pay 600 real people working for the common good.
Griffin reports that, although these are great achievements, the key has been “getting the records straight” and ensuring that there are up-to-date personnel records to maintain a clean payroll in future. “With reliable records and record keeping systems, and reliable data against which to audit the payroll, irregularities and fraud should be a thing of the past,” he notes.
Sierra Leone is just one example of the Trust’s vital work. Trust consultants have contributed their insights to 33 developing democracies in Africa, Asia, Central America, and the Caribbean islands. Several projects are reported, with accompanying videos, at the Trust’s Website. This is important work, contributing to freedom, peace, well-being and democracy around the world.
The IRMT addresses RIM needs in developing democracies in several ways. The trust’s work in education is, potentially, even more significant than its project work. But that is a subject for a subsequent posting. Stay tuned.
I invite you to share your comments and experiences.
-- Gordy Hoke
In Sierra Leone, Andrew is a ghostbuster. He advises the emerging government’s anti-corruption task force to rid the national payroll of phantom workers: deceased, retired, or fictional people drawing real salaries. Good records management discourages this kind of fraud.
The new government, led by President Ernest Bai Koroma, is in a race against time. It needs to build effective, functional bureaus that win the confidence of the citizens before drug cartels and factional forces exploit any state failures.
The state of records management in Sierra Leone is abysmal. You may be amazed to see the graphic evidence on a video at the Trust’s Website http://irmt.org/video_ghostBusting.html (You may be disturbed by the images of record mismanagement, but I predict that you will enjoy the reggae-inspired soundtrack.)
When I see the situation in Sierra Leone, I realize how absolutely foundational RIM is to society. Americans, for example, take for granted that their birth certificates, college transcripts, Social Security benefits, credit histories, and stock portfolios are safe, accurate, and accessible. But what if they weren’t?
- What if I couldn’t prove that I was born in the USA and, hence, had a right to citizenship?
- What if I couldn’t produce my academic credentials on demand
- What if I retired from work but the Social Security Administration had no record of my earnings?
- What if I sought a loan but my credit history had vanished?
- What if my stock certificates – all held by my broker – disappeared?
These things do happen, but it is the aberration, not the norm, and there is often redress in court available in developed nations. Fraud and negligence are punishable offenses. And victims of bad records management often have backup systems or fallback positions to cushion losses.
In contrast, Sierra Leone’s annual per capita income is $530 US according to the World Bank and as low as $150 US by other estimates. Most families live on the edge of economic ruin, Griffin told me, and any interruption of income can be disastrous. Good records management stabilizes payrolls, starting with government workers. By reducing fraud, it ensures money is available for legitimate civil servants. The widespread poverty creates a strong incentive for fraud, so efforts to combat deceit must be similarly aggressive.
The IRMT, working with the government’s ghostbusting task force, already has saved over a half billion Leones (about $154,000 US) each month since February. The project identified over 600 ghost workers and retired employees still drawing salaries. Now the government can afford to pay 600 real people working for the common good.
Griffin reports that, although these are great achievements, the key has been “getting the records straight” and ensuring that there are up-to-date personnel records to maintain a clean payroll in future. “With reliable records and record keeping systems, and reliable data against which to audit the payroll, irregularities and fraud should be a thing of the past,” he notes.
Sierra Leone is just one example of the Trust’s vital work. Trust consultants have contributed their insights to 33 developing democracies in Africa, Asia, Central America, and the Caribbean islands. Several projects are reported, with accompanying videos, at the Trust’s Website. This is important work, contributing to freedom, peace, well-being and democracy around the world.
The IRMT addresses RIM needs in developing democracies in several ways. The trust’s work in education is, potentially, even more significant than its project work. But that is a subject for a subsequent posting. Stay tuned.
I invite you to share your comments and experiences.
-- Gordy Hoke
05 July 2009
Daily Value
For those of us trying to whip a Records & Information Management program into shape every day, we may view records as objects, challenges, obstacles, risks, clutter, detriti or worse. It’s hard to stay objective about records’ real importance and value.
But sooner or later, reality or exigency enters our lives, and we re-connect with the real value of the “stuff” we manage daily. (I wonder if jewelers lose their appreciation for the beauty and clarity of their stones? Do art dealers start thinking of a masterpiece as “that canvas in the antique frame”?)
I travel outside the USA irregularly enough that, when an international trip approaches, I always have to pause to muse, “Where’s my passport? Is it up to date?” This isn’t usually a critical issue. However, when my college-age daughter was bussing around Scotland on her own, with no determined touch-points, I wanted to be able fly there immediately on Fatherly Airlines should trouble beset her. She returned, hale and hearty, but if she had needed me, I didn’t want to have to search for my passport.
Birth certificates, property deeds, proofs of insurance, receipts, certificates of deposit: these are all records with real personal impact for most of us. Professionally, the records we manage may be as insignificant as the number of ants in an anthill, but frequently the records are vital to somebody – some faceless anybody who depends on the effectiveness of our programs for health or fairness or justice.
In recent months I have had conversations with fine records people at Medtronic, St. Jude Medical, and Boston Scientific, three firms that make implantable medical devices. People’s lives depend on the consistent effectiveness of those companies’ products. Imagine the calamity when, say, a cardiac pacemaker is recalled because a weakness has come to light. Are the records of the recipients of the particular model in question 100 percent accurate? Are they 100 percent retrievable in a readable format? They better be because lives are at stake.
Clearly RIM controls, with regular audits, help us bring our programs’ error rates down close to zero. But there is a human factor here too. As leaders, we can not afford to get jaded about the value of what we do. We can impress upon our staffers that our work is vital, whether a record series is or is not.
But there is always that complacency issue, the boredom, the routine, that is our enemy. That risk is always with us. Our challenge is to continually strive, to battle to find ways to stay fresh, to recognize that each record is important to someone.
And when I figure that one out, I’ll turn my attention to the quest to make love last over decades.
-- Gordy Hoke
But sooner or later, reality or exigency enters our lives, and we re-connect with the real value of the “stuff” we manage daily. (I wonder if jewelers lose their appreciation for the beauty and clarity of their stones? Do art dealers start thinking of a masterpiece as “that canvas in the antique frame”?)
I travel outside the USA irregularly enough that, when an international trip approaches, I always have to pause to muse, “Where’s my passport? Is it up to date?” This isn’t usually a critical issue. However, when my college-age daughter was bussing around Scotland on her own, with no determined touch-points, I wanted to be able fly there immediately on Fatherly Airlines should trouble beset her. She returned, hale and hearty, but if she had needed me, I didn’t want to have to search for my passport.
Birth certificates, property deeds, proofs of insurance, receipts, certificates of deposit: these are all records with real personal impact for most of us. Professionally, the records we manage may be as insignificant as the number of ants in an anthill, but frequently the records are vital to somebody – some faceless anybody who depends on the effectiveness of our programs for health or fairness or justice.
In recent months I have had conversations with fine records people at Medtronic, St. Jude Medical, and Boston Scientific, three firms that make implantable medical devices. People’s lives depend on the consistent effectiveness of those companies’ products. Imagine the calamity when, say, a cardiac pacemaker is recalled because a weakness has come to light. Are the records of the recipients of the particular model in question 100 percent accurate? Are they 100 percent retrievable in a readable format? They better be because lives are at stake.
Clearly RIM controls, with regular audits, help us bring our programs’ error rates down close to zero. But there is a human factor here too. As leaders, we can not afford to get jaded about the value of what we do. We can impress upon our staffers that our work is vital, whether a record series is or is not.
But there is always that complacency issue, the boredom, the routine, that is our enemy. That risk is always with us. Our challenge is to continually strive, to battle to find ways to stay fresh, to recognize that each record is important to someone.
And when I figure that one out, I’ll turn my attention to the quest to make love last over decades.
-- Gordy Hoke
24 June 2009
Innovation, from Within
Historical objectivity is always difficult. I never give full credence to, for example, the American Film Institute’s lists of movie superlatives because they always seem skewed toward recent films. That’s not surprising. Can anyone born after 1940 really appreciate the impact of Charlie Chaplin’s silent films?
Fully recognizing my historical subjectivity, I nonetheless suggest that Records & Information Management is evolving rapidly. Is there any need to rate the change as the fastest ever? Is there any need to compare the relative profundity of Rembrandt and Warhol?
The previous post here discussed changes to RIM imposed by external forces: technology, law, and economics. Now let’s consider how RIM changes within an organization can address those forces. The key is neither a technology nor a tool. It is not a strategy or tactic. It is not an instruction or directive. It is a culture of innovation.
No one knows the next force that will require significant changes. No hardware, software, training class, or taxonomy will necessarily prepare a RIM program for its next great challenge. But a culture where innovation is encouraged, valued, rewarded, and applied is most likely to stay afloat in a sea of change.
Tom Koulopoulos, in his 2009 book The Innovation Zone: How Great Companies Re-Innovate for Amazing Success defines innovation as, “…a process of change with measurable value.”
For a RIM program, this suggests that the procedure for change must be built into the program’s governance. Innovation needs to be encouraged, and its consideration, evaluation, adaptation and application should be part of the RIM process.
I have previously written that every worker participates in records management through defined roles. (“Everyone is a records manager.”) Today I suggest that the invitation, no, the expectation that workers innovate be written into every job description. The assumption that most workers are the experts in how to improve their own jobs is part of a culture of innovation.
Generating innovation is only a start, however. Similar to Koulopoulos’ writing, the innovation process must add
1. Evaluation of innovative ideas
2. Storage for ideas that are ahead of their time
3. Sponsorship of the ideas with current value
4. Application of the new ideas to current issues
5. Measurement of the innovations
This last is key because innovation that can’t be measured is useless. Measurement (part of Controls) has always been a cornerstone or RIM, and innovation is no exception. Change is not a synonym for improvement. Only measurements prove improvement.
When a RIM program inculcates a culture of innovation, the program creatively responds (or even anticipates) changes in technology, law, and business requirements. It enjoys continual process improvement that spills into other areas. RIM contributes to profitability instead of being a drain on it. RIM principals become resources for the entire organization.
The “how to” of innovation is well documented and publicly available. My hope is to alert RIM leaders to the current critical need. For practitioners, it is difficult to step back from day-to-day challenges to consider building innovation into the program governance. Doing so, however, can be the difference between a program that is, on the one hand, reactive and dependent on corporate largesse and, on the other hand, creative and intrinsically valuable. The latter is better.
I value your thoughts about this. Please drop a comment below.
-- Gordy Hoke
Fully recognizing my historical subjectivity, I nonetheless suggest that Records & Information Management is evolving rapidly. Is there any need to rate the change as the fastest ever? Is there any need to compare the relative profundity of Rembrandt and Warhol?
The previous post here discussed changes to RIM imposed by external forces: technology, law, and economics. Now let’s consider how RIM changes within an organization can address those forces. The key is neither a technology nor a tool. It is not a strategy or tactic. It is not an instruction or directive. It is a culture of innovation.
No one knows the next force that will require significant changes. No hardware, software, training class, or taxonomy will necessarily prepare a RIM program for its next great challenge. But a culture where innovation is encouraged, valued, rewarded, and applied is most likely to stay afloat in a sea of change.
Tom Koulopoulos, in his 2009 book The Innovation Zone: How Great Companies Re-Innovate for Amazing Success defines innovation as, “…a process of change with measurable value.”
For a RIM program, this suggests that the procedure for change must be built into the program’s governance. Innovation needs to be encouraged, and its consideration, evaluation, adaptation and application should be part of the RIM process.
I have previously written that every worker participates in records management through defined roles. (“Everyone is a records manager.”) Today I suggest that the invitation, no, the expectation that workers innovate be written into every job description. The assumption that most workers are the experts in how to improve their own jobs is part of a culture of innovation.
Generating innovation is only a start, however. Similar to Koulopoulos’ writing, the innovation process must add
1. Evaluation of innovative ideas
2. Storage for ideas that are ahead of their time
3. Sponsorship of the ideas with current value
4. Application of the new ideas to current issues
5. Measurement of the innovations
This last is key because innovation that can’t be measured is useless. Measurement (part of Controls) has always been a cornerstone or RIM, and innovation is no exception. Change is not a synonym for improvement. Only measurements prove improvement.
When a RIM program inculcates a culture of innovation, the program creatively responds (or even anticipates) changes in technology, law, and business requirements. It enjoys continual process improvement that spills into other areas. RIM contributes to profitability instead of being a drain on it. RIM principals become resources for the entire organization.
The “how to” of innovation is well documented and publicly available. My hope is to alert RIM leaders to the current critical need. For practitioners, it is difficult to step back from day-to-day challenges to consider building innovation into the program governance. Doing so, however, can be the difference between a program that is, on the one hand, reactive and dependent on corporate largesse and, on the other hand, creative and intrinsically valuable. The latter is better.
I value your thoughts about this. Please drop a comment below.
-- Gordy Hoke
23 June 2009
Innovation (1)
If the roots of Records & Information Management are at least 2300 years old, why is Innovation a top RIM priority in 2009? Beyond the truism, “Stagnation is death,” the answer identifies key, even vital, roles for records managers and their programs.
Certainly, innovation is a hot topic. It is the cover story of the June 15th BusinessWeek and the focus of a fast-selling book, The Innovation Zone, by Delphi Group oracle Tom Koulopoulos. In RIM, innovation takes two forms, and each is so important that it deserves its own posting.
First, external changes -- in technology, law, and business -- compel RIM to innovate. Yes, the discipline is ancient, but today’s savvy practitioners understand the imperative to create new strategies and tactics. If the stereotype of the librarian-in-the-basement were ever true, today it is as outmoded as carbon paper. The same forces that transformed the mousy subterranean records clerk into the superhero Chief Records Officer demand powerful innovation in RIM today.
The axioms haven’t changed, but the derived formulae are breathtakingly new.
Technologies and their applications evolve daily. Last week I wrote about how Web 2.0 is changing democracy. This week the news reveals how Twitter enabled the Iranian version of Virtual Mob to invalidate a fixed election and question the stability of the government. (While the Obama administration has been officially “hands off”, it did ask Twitter to delay a planned maintenance outage so Iranians could continue to organize their protests in cyberspace.)
Within the framework of classical RIM, today’s leaders address technology-related issues that were only imaginative a few years ago. How does one manage the records of:
Mobile computing
Cloud computing
Web content
Metadata
Federated repositories
Random Access Memory
Ephemeral formats and media forms
Similarly, the evolution of case law challenges RIM practitioners to react quickly to a shifting environment. Like records leaders, judges grope and grasp to understand technology and its implications, and their opinions do not always reflect the world as we see it. Nonetheless, their interpretations stand (until reversed), and records officers sometimes need contortionist flexibility to innovate practices that conform to the law.
This hammers us when judges differ on storage/retention requirements, admissibility, production, and the scope of data maps. Add the spate of new laws and regulations effulging from government executives and legislators, and only innovative approaches will enable RIM success.
The final external demand for RIM innovation comes from economics, the business climate. Records officers who want to be taken seriously by organizational leaders in finance, technology, law, operations and other areas must consider the business implications of their programs. A decade ago, records management was simply a cost of doing business. Today it may not be a profit center, but it needs to contribute to a business’ profitability. RIM should reduce risk and improve business processes, customer response, security, and more.
How do we address these changes in technology, law, and business? The answer is innovation. We need great minds and perceptive analysts to develop strategies and tactics to manage these evolutions. The need for innovation applies to entire RIM programs, from the Chief Records Officer to the mail clerk: Innovation knows no status. Like Web 2.0, everyone can contribute, and the best programs are those than encourage, enable, enact and reward innovation.
Check back soon for the next posting on the needs for innovation within RIM programs.
-- Gordy Hoke
Certainly, innovation is a hot topic. It is the cover story of the June 15th BusinessWeek and the focus of a fast-selling book, The Innovation Zone, by Delphi Group oracle Tom Koulopoulos. In RIM, innovation takes two forms, and each is so important that it deserves its own posting.
First, external changes -- in technology, law, and business -- compel RIM to innovate. Yes, the discipline is ancient, but today’s savvy practitioners understand the imperative to create new strategies and tactics. If the stereotype of the librarian-in-the-basement were ever true, today it is as outmoded as carbon paper. The same forces that transformed the mousy subterranean records clerk into the superhero Chief Records Officer demand powerful innovation in RIM today.
The axioms haven’t changed, but the derived formulae are breathtakingly new.
Technologies and their applications evolve daily. Last week I wrote about how Web 2.0 is changing democracy. This week the news reveals how Twitter enabled the Iranian version of Virtual Mob to invalidate a fixed election and question the stability of the government. (While the Obama administration has been officially “hands off”, it did ask Twitter to delay a planned maintenance outage so Iranians could continue to organize their protests in cyberspace.)
Within the framework of classical RIM, today’s leaders address technology-related issues that were only imaginative a few years ago. How does one manage the records of:
Mobile computing
Cloud computing
Web content
Metadata
Federated repositories
Random Access Memory
Ephemeral formats and media forms
Similarly, the evolution of case law challenges RIM practitioners to react quickly to a shifting environment. Like records leaders, judges grope and grasp to understand technology and its implications, and their opinions do not always reflect the world as we see it. Nonetheless, their interpretations stand (until reversed), and records officers sometimes need contortionist flexibility to innovate practices that conform to the law.
This hammers us when judges differ on storage/retention requirements, admissibility, production, and the scope of data maps. Add the spate of new laws and regulations effulging from government executives and legislators, and only innovative approaches will enable RIM success.
The final external demand for RIM innovation comes from economics, the business climate. Records officers who want to be taken seriously by organizational leaders in finance, technology, law, operations and other areas must consider the business implications of their programs. A decade ago, records management was simply a cost of doing business. Today it may not be a profit center, but it needs to contribute to a business’ profitability. RIM should reduce risk and improve business processes, customer response, security, and more.
How do we address these changes in technology, law, and business? The answer is innovation. We need great minds and perceptive analysts to develop strategies and tactics to manage these evolutions. The need for innovation applies to entire RIM programs, from the Chief Records Officer to the mail clerk: Innovation knows no status. Like Web 2.0, everyone can contribute, and the best programs are those than encourage, enable, enact and reward innovation.
Check back soon for the next posting on the needs for innovation within RIM programs.
-- Gordy Hoke
10 June 2009
Idol, Obama, and RIM
Last March, I spoke to ARMA’s Denver Mile High Chapter about the synergy of RIM and Enterprise Content Management (ECM). Afterward, a respected colleague questioned my slogan, “Everyone is a Records Manager!” He was willing to concede that everyone touches records, but not everyone manages them. It’s true that I am given to hyperbole, and that he has a point, especially in the paper records era.
However, that world of atom-based records (paper and microforms) are vestigial: still important but left over, analogous to the crocodile as a left-over from dinosaurs. They can still bite you, big time, but they’re not the leading edge of evolution.
There’s more to running a RIM program than just keeping the records safe and accessible. Much of a modern RIM program’s success (or lack thereof) comes from the willing and informed participation of the many people who touch records. These people need to be invited, courted, and accepted into a RIM program community. Concepts from Web 2.0, social networking, and participatory democracy all contribute to a vital, vibrant RIM program. When workers who create, touch, process, organize, and communicate records have a personal investment in the success and progress of RIM, the program itself flourishes.
The cover of the May 25 issue of Newsweek featured a very tight close-up of the President and an overlaid title “Obama on Obama”. This must be the zillionth-and-one portrait of 44 to hit the newsstands this year. Just a few years ago, this would constitute “overexposure”, and public ennui would limit sales of redundant publications.
The Web 2.0 world is different, however. People involved in social networks, frequent phone texting, Twittering, and Instant Messaging expect to be in constant contact with their important relations, the President included. Facebook lists over 500 groups that include the name “Barak Obama”, and there are over 500 more under “White House”.
Amongst people involved in Web 2.0, the President is no more overexposed than their best friends or close relatives. There is always something new to know.
This is an aspect of the new participatory democracy, as opposed to the old representative democracy. Web 2.0 people, believe that their thoughts and actions count, that they make a difference. Understanding this sense of involvement allowed Candidate Obama to engage, enlist, and activate the hordes that carried his campaign to victory.
In doing so, the Obama campaign capitalized on the new proliferation of media and their burgeoning use. One of the first mass users of this technology and consciousness was American Idol. Idol really convinced teeming millions that their votes were truly important and easy to cast. For these people, it was a short jump from realizing that they could choose the next superstar to realizing that they could choose the next president.
Their involvement continues. For readers with a primary, personal relationship with the President, there is no over-exposure.
This may seem to be a long way from a modern records management program. But today’s most successful Records Officers recognize people today, especially young people today, feel empowered and eager for participation and responsibility. These ROs invite suggestions for and contributions to the RIM program. They encourage Tweet-like comments, wall postings, Wikis, and other expressions to build community and encourage personal investment in the RIM program.
The necessity/desirability of incorporating aspects of Web 2.0 in a RIM program will vary greatly from organization to organization. But the savvy Records Officer will consider the cost/benefit of exploiting new technology.
Today, the success of RIM is dependent on community, more than ever. As I previously quoted Cohasset’s Carol Stainbrook, speaking at MER, “RIM is an umbrella organization…it takes a team.”
Simon Cowell (Idol) got it. Barak Obama got it. And so can we.
However, that world of atom-based records (paper and microforms) are vestigial: still important but left over, analogous to the crocodile as a left-over from dinosaurs. They can still bite you, big time, but they’re not the leading edge of evolution.
There’s more to running a RIM program than just keeping the records safe and accessible. Much of a modern RIM program’s success (or lack thereof) comes from the willing and informed participation of the many people who touch records. These people need to be invited, courted, and accepted into a RIM program community. Concepts from Web 2.0, social networking, and participatory democracy all contribute to a vital, vibrant RIM program. When workers who create, touch, process, organize, and communicate records have a personal investment in the success and progress of RIM, the program itself flourishes.
The cover of the May 25 issue of Newsweek featured a very tight close-up of the President and an overlaid title “Obama on Obama”. This must be the zillionth-and-one portrait of 44 to hit the newsstands this year. Just a few years ago, this would constitute “overexposure”, and public ennui would limit sales of redundant publications.
The Web 2.0 world is different, however. People involved in social networks, frequent phone texting, Twittering, and Instant Messaging expect to be in constant contact with their important relations, the President included. Facebook lists over 500 groups that include the name “Barak Obama”, and there are over 500 more under “White House”.
Amongst people involved in Web 2.0, the President is no more overexposed than their best friends or close relatives. There is always something new to know.
This is an aspect of the new participatory democracy, as opposed to the old representative democracy. Web 2.0 people, believe that their thoughts and actions count, that they make a difference. Understanding this sense of involvement allowed Candidate Obama to engage, enlist, and activate the hordes that carried his campaign to victory.
In doing so, the Obama campaign capitalized on the new proliferation of media and their burgeoning use. One of the first mass users of this technology and consciousness was American Idol. Idol really convinced teeming millions that their votes were truly important and easy to cast. For these people, it was a short jump from realizing that they could choose the next superstar to realizing that they could choose the next president.
Their involvement continues. For readers with a primary, personal relationship with the President, there is no over-exposure.
This may seem to be a long way from a modern records management program. But today’s most successful Records Officers recognize people today, especially young people today, feel empowered and eager for participation and responsibility. These ROs invite suggestions for and contributions to the RIM program. They encourage Tweet-like comments, wall postings, Wikis, and other expressions to build community and encourage personal investment in the RIM program.
The necessity/desirability of incorporating aspects of Web 2.0 in a RIM program will vary greatly from organization to organization. But the savvy Records Officer will consider the cost/benefit of exploiting new technology.
Today, the success of RIM is dependent on community, more than ever. As I previously quoted Cohasset’s Carol Stainbrook, speaking at MER, “RIM is an umbrella organization…it takes a team.”
Simon Cowell (Idol) got it. Barak Obama got it. And so can we.
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