Managing E-mail Effectively

Archives Technical Information Series #62
2002

See related information in Publication 85 Developing a Policy for Managing Email.

Summary

What sets e-mail apart from other electronic records is the difficulty it presents to those trying to identify the records hidden in it. It is essential to learn how to manage e-mail messages just as other records are managed, and to identify, retain and make e-mail records accessible as long as necessary.

E-mail has many pitfalls, including poor retention controls, wasting resources, the potential for lawsuits, incompatible attachments, and misdirected e-mail. One of the greatest challenges of managing e-mail effectively is distinguishing e-mail records from non-record e-mail. E-mail messages are official records when created in the course of business and retained as evidence of official decisions or actions. Non-record e-mail includes extra copies of documents, personal messages, and announcements of social events.

When managing e-mail, follow these simple guidelines: identify the e-mail, discard useless e-mail and respond to business e-mail, identify any e-mail messages that are records, and then file those records. E-mail can be filed in a paper filing system, within the e-mail system itself, in folders on a LAN, in an electronic document management system, or in parallel paper and electronic systems.

E-mail retention and disposition requires an organization to develop uniform practices to retain and dispose of e-mail, making sure to inform staff through policies and procedures. As with other records, retention periods for e-mail records are based on their administrative, legal, fiscal and research value. Before you can identify the retention period of an e-mail message, you must identify the type of record the e-mail actually is and which records series it falls under.

E-mail security is vital to ensure that e-mail records are authentic and protected against unauthorized access. To protect e-mail records, identify potential threats to the system, including physical threats to buildings and computer facilities, natural disasters, hardware and software failures, sabotage, and possible human error. Then develop a security solution based on the risks involved, the value of the records, and the possible costs in the event of loss.

Select e-mail software by determining what the software needs to do to support day-to-day work in your organization. Conduct a thorough analysis of the proposed uses for e-mail and identify the requirements for the system to ensure the software selection will support the business processes of the organization. Consider user friendliness, the ability to integrate e-mail with an existing LAN, the need for new hardware, overall costs, and compatibility with software already in place.

E-mail policies should address acceptable use of e-mail, access and privacy protection of e-mail, and the management and retention of e-mail. Policies help staff use e-mail properly, reduce the risk of loss and unauthorized access, and increase the quality of records.

User training is essential in any effective e-mail management system. Training should focus on teaching users how to use their e-mail software, how to follow e-mail policies, and how to identify e-mail records. Provide training on choosing appropriate passwords, identifying and incapacitating viruses, identifying and filing e-mail records, and following proper e-mail etiquette.

The problem of managing e-mail is one of the most difficult issues in electronic records management. The goal of any program to manage e-mail should be to integrate e-mail into a total records management program, one that covers all records-paper, electronic, and other.