What does eMail
Management Mean to
You?
by
Tom Reding, CRM
Principal, Information Governance
tom.reding@emc.com
352-212-2430
Tom Reding is a recognized authority on Knowledge, Content, Document &
Records Management, Data Governance, Litigation Support and Privacy. In
his role as a Principal in EMC’s Information Governance Practice, Tom works
with EMC’s customers to help them solve their challenges with regulatory
compliance, litigation support and privacy.
Tom is a long-time member of ARMA, AIIM & NIRMA. Tom has received
industry-wide recognition as an author, presenter and contributor to industry
standards and guidelines.
Prior to joining EMC, Mr. Reding spent over ten years consulting with Fortune
500 companies and public sector clients. Prior to that, Mr. Reding spent 25 +
years practicing regulatory compliance and litigation support in some of those
same Fortune 500 companies and federal agencies.
Tom is a Certified Records Manager.
Tom Reding, CRM
Proactive e-Mail
Management ,
eDiscovery and
Records Management
Paving the Way to Good
Information Governance
Paving the Way to Good
Information Governance
•
Introduction
•
Cut Costs
•
Simplify eDiscovery
•
Manage Risk
•
Gain Visibility
•
Looking Forward
INFORMATION
GOVERNANCE
eMail Management
•
ALSO CALLED:
eMail Administration, e-Mail Management,
Email Response Management, Mailbox Management, e-Mail
Response Management, Electronic Mail Management,
e-Mail Administration
DEFINITION:
eMail bankruptcy is an acknowledgement that
your e-mail has become unmanageable and the decision to
either purge your inbox and start afresh or, more radically, to
renounce e-mail altogether. The origins of e-mail bankruptcy
as a term are not clear. One of the earliest examples of the
practice, whether identified as such or not, was by Stanford
computer science professor Donald E. Knuth.
•
Electronic Code of Federal Regulations defines Mail Management at:
Problem
eMail growth = high costs and compliance risk
Ev
id
enc
e
Unmanaged PST
and NSF files
High Storage
Costs
Poor
Performance
Slow Backup
and Restores
The average corporate e-mail user sends/receives about 11 MB of data per day in 2010. This
figure is expected to rise to about 15 MB per user, per day in 2014 (Source: Radicati)
80% of organizations restrict mailbox size through quotas (Source: Enterprise Strategy Group)
80% of eDiscovery incidents involve email (Source: Enterprise Strategy Group)
Fac
ts
Problems Related to Managing Email and
Other Electronic Systems
%
Increasing message size
55%
Increasing backup and restore times
51%
Using e-mail as a knowledge store
41%
Lack of messaging-related disk space
37%
Mailboxes being overloaded
35%
Enforcing an e-mail retention / deletion policy
35%
Protecting intellectual property
30%
eMail continuity (making sure e-mail runs 24/7)
30%
Lack of bandwidth
29%
Who are the eMail Management Stakeholders?
•
Chief Financial Officer
•
Corporate General Counsel
•
Corporate Information Officer
•
Corporate Compliance Officer
•
Corporate Risk Manager
•
Corporate Records Manager
•
e-Mail Administrator
•
Storage Administrator
•
IT Security Manager
Examples of different eMail Management
deployment models include:
•
Outsourced Solutions or Cloud Service Models to
include:
–
Software as a Service (SAAS);
–
Platform as a Service (PaaS; and
–
Infrastructure as a Service (IaaS).
•
Deployment Models for Cloud Solutions include:
–
Public;
–
Private;
–
Community; and
Management
Claims
Reduces storage requirements by as
much as 50% and improve backup
operations
Retain only what you need & disposed
of the rest
Improves performance & scalability by
up to 60% and more
Accelerates upgrades and migrations
Improves the business user experience
Offers next generation support for
Cloud, SaaS, Virtualization,
De-Duplication
Examples of different eMail Management
deployment models include:
•
Traditional in-house deployment models include:
–
Optimized eMail Archiving Solutions
Locations where e-mail is often Captured
at include:
•
Journal Servers (just in-side the orgs. firewall)
•
eMail Servers (Exchange / Domino)
Are all eMails in your organization
considered equal from a retention
standpoint?
•
If the answer to this question is yes, I encourage
you to evaluate case law on this matter.
•
If the answer to this question is no, then you need
evaluate which method of determining what is and
is not a business record and if a business record
(automated or manually), what kind of business
record is it and what retention rule applies (again
automated or manually).
INFORMATION
GOVERNANCE
“eMail continues to be the dominant communications
tool, file transport mechanism and content repository
for most companies and corporate users.”
Are you still using your email
system as a filing cabinet?
Source: Osterman 2010
Users considering themselves
“pack rats” when using e-mail
for <120 minutes a day
users considering themselves “pack
rats” when using e-mail for >120
eMail Management to some is achieved
with
eMail Archiving Software
•
Proactively manage and dramatically
reduce mail store sizes
–
Reduce associated storage, network, and
backup costs
–
Optimize environment efficiencies
–
Manage and optionally remove the need for
PST/NSF files
•
Improve readiness to
deal with eDiscovery
,
facilitate corporate governance
, and
manage overall business risk
–
Quickly find and restore email
–
Quickly search ingested PST/NSF files
–
Automatically and consistently enforce
retention and disposition policies
Phased Approach to eMail
Management in the Context of eMail
Archiving
eMail Archiving offers four phased approach to
managing mailbox size and retention as content ages
•
Ingest
– A copy of e-mail is taken from the mail server either real time
or by schedule
•
Shortcut
– Part or all of an attachment or a message is removed from
mail server, replaced with a pointer to the archive’s copy
•
Delete
– Message on the mail server is deleted
eMail Archiving Features
Real time, historical, or user directed
message ingestion methods
Find, ingest, and optionally eliminate
personal mail files
Automatic disposition based on
centralized business policies
Enterprise-wide single instancing
Offline access
–
Cache mode on/off
–
Seamless end user experience for
shortcutted messages
Web based archive search
Universal URL for Shortcut
Three Methods of Ingesting eMail
• Ingest messages as they are sent &
received
• Leverages journal facilities
Real Time
• Single task for historical messages
• Schedule recurring tasks for proactive
management
Scheduled
• Users ingest messages on-demand
• Varying retention policies per folder
• Access from any client (desktop,
mobile, etc.)
User Directed
Tiered Storage
User Directed Archiving
•
Create archiving activities
that create “User Archive
Folders” in end user mailbox
•
Users simply drag & drop
messages into folder area to
enable ingestion
•
Custom folders can be
created
•
Each configured folder can
have its own retention
•
Folder permissions can be
set to enable “Community”
capabilities
Eliminate Personal eMail
Archives
User Desktops Enterprise SAN Mail Servers File serversBefore
UserDesktops Management Email Server Tiered Storage Mail Servers File servers
After
eMail Management offers two options for
PST Ingestion:
Crawl network shares and ingest into
the archive:
–
Searchable from the web based
search
–
Used for eDiscovery
Crawl network shares and ingest into
the archive with client visibility:
–
Maintain original PST structure in
Outlook/OWA
–
Shortcut as ingested
–
Eliminates need for PST while
providing seamless functionality
REPEATABLE
CONSISTENT
Managing Mailbox Growth
eMail Management offers phased approach to
control mailbox sizes without restrictive mailbox limits
Shortcut process – leaves content on mail
server but only a small fraction; still
accessible via inbox
–
Reduce primary storage requirement by
approximately 60%
–
Example: Content 90 days old
Deletion – remove from inbox; accessible with
archive search
•
Seamless integration into
Outlook & OWA
•
Offline access to shortcut
content
•
“Universal URL” capability
provides access to any other
client
•
Simple web-based search
client
eMail Archiving Results in eMail
Management
Goals for eMail Archiving:
–
Improve storage management
–
Improve user experience
–
Eliminate PST files
–
Reduce discovery time and effort
Results - eMail Management
–
Lifted restrictive mailbox quotas
–
Eliminated PST file creation
–
Reduced production storage
requirements by 60%
–
Cut discovery time from several
days to minutes or hours
–
Backup times reduced from 10-12
hours to several hours (2-3)
Company Profile:
Microsoft Exchange – 40K +
Mailboxes
40% of Employees outside of US
@400 sales offices
Publicly traded company NYSE -
EMC
Industry:
Focus on information infrastructure
with commitment to acting in a
socially and environmentally
responsible manner
Capture and File Content in ECM Repository
Capture content—in business context, as a natural part
of daily workflows
Microsoft Outlook
Drag n Drop
E-mails
(Single/multi select)
Attachments
Outlook Folders
Files from desktop
ECM Toolbar or
Menu
Send and Save
ECM Toolbar or
Menu
Move/Copy
Microsoft Outlook
Copy/Paste
Microsoft Outlook
Rules
Repository folders in Outlook
Repository Platform
StoragHow do you see an ECM Repository inside
Outlook?
Exposing an
ECM
Repository
inside Outlook
Proactively Manage Mailbox Sizes
Archive
Shortcut
Delete
Single Instance one copy
of each original email
message, calendar item,
etc.
Tools: Historical Archive,
Real time capture, User
Directed Archive (UDA)
Example: Archive all
e-mail for Accounting
Department in Real-time
(journal)
Proactively Manage Mailbox Sizes
Archive
Shortcut
Delete
Mail Stores
Leaves a small
fraction on mail
server; still accessible
to users via mail
database
Tools: Local Replica,
web search tool,
Discovery Manager
Example: Content 90
days old
Proactively Manage Mailbox Sizes
Archive
Shortcut
Delete
Mail Stores
Remove from mail
server; user access
by searching the
archive
Tools: Web search,
Discovery Manager
Example: Content 2
years old
“Users can still easily access their old emails. In fact, in many cases they can get them even
faster because network performance is so much better”
User Impact
of Shortcut
Process
“Before”
User Impact
of Shortcut
Process
User Impact
of Shortcut
Process
Historical
Access to
Archived
Data
Why User Directed Archiving?
•
Complement to traditional
e-mail archiving capture
methods
•
Customer benefits:
–
Replace personal archives
–
Balance privacy requirements
–
Flexibility in archive structure
–
Support discovery searches,
User Directed Archiving: A Win-Win Scenario
•
Users:
–
Retain important business emails in inbox
–
Offline, anywhere access
•
Administrators
–
Centrally managed
–
Corporate-enforced retention policies
•
Configurable at folder-level based on business needs
–
Storage management benefits
•
De-duplicated
•
Compressed
Centralize
MS Outlook
Lotus Notes
Repository Offline
Desktop
iPad
Desktop Integration
Outlook
Notes
Office
Offline
iPad
End User Environments
Maximize productivity by leveraging known
productivity tools
.
Transient
– Should Delete! – Auto
Dispose – short retention
Working Content
– Can be kept
– make it easy – Longer retention
Records
– Must be kept – Proper
Retention & Governance – Disposed
by Records Management Solution
Zone Management of
Zone Management of eMail
Zone Management of eMail provides
Enterprise Governance of e-mail
content resulting in:
Dramatic reductions in e-mail and
storage management costs
Improved eDiscovery processes
Enhanced legal, regulatory and
business policy compliance
Greater productivity for e-mail users
Comprehensive
eMail Management
Provides proper declaration and
classification of e-mail content while
automatically disposing of transient,
non-essential email
Automated
Records Declaration
Auto Classification With Human
Oversight delivers operational
efficiencies while enabling end-users to
participate in the records management
process
Intuitive
User Experience
Increases end-user e-mail productivity
while reducing the costs and risks
associated with over-retention
Automatic Disposition
•
ROT: Redundant, Outdated or Trivial
•
95% of all e-mail is not accessed after 60 days
•
Operational risk and litigation exposure if retained
•
IT storage and management costs, being outpaced by
explosive growth in data volumes
•
Requires NO user action!
Proper Retention and Governance
of eMail Record Content
•
Important for legal, regulatory or corporate policy reasons
•
Must be kept; retention and disposition varies
•
Centrally managed by the organization as Records
•
Auto classify e-mails with human oversight
Improve the User
Experience
•
Active content important to users
•
Comprised of business and personal content
•
Arranged in the manner they work: filers and pilers,
sweepers and keepers
•
May evolve to ROT or records
•
Self-managed the way each user works, with…
•
Configurable size and space policies for improved IT
management
Dispose:
Inbox at 180 Days
Sent at 180 Days
Calendar Items at 400
Days after event
Tasks at 60 Days after
Completed
Manage:
800 MB quota
2 year retention
Retain:
Users Declare and Classify against
the Company’s Classification
Schedule / File Plan
Retention and disposition managed
by centrally by Records & Info Mgmt
Accessible by users
Indexed for eDiscovery
Example:
End-users are dictated policy,
but not provided easy and fast
tools for declaration and
classification
Example:
Install software at the server to
dispose of the unimportant, and
classify the important
Positives:
• Humans are most accurate (?)
•Low eMail retention rate of
<20% is achievable
Positives:
•Consistency in effort
•Low on-going cost
•Good for consistent types of
content, not e-mail (?)
Negatives:
•Perceived productivity drain
•Participation may decline,
causing reduced
accuracy/consistency
Negatives:
•Over-retention due to low
thresholds, likely 50% or more
retention
•Time consuming to train
•eMail can vary and impact high
reliability
Classification Options
Auto-classification with Human Oversight
Automate Records Declaration & Classification
Make it visible
Users are in control and can correct to over-ride the automated
decisions
Manual
Automated
Discover and Act on Legacy Information
File Intelligence – Understanding what you have
File System
Email Server
Content
Repositories
Notebook and
Desktop
Personal Email
Archives
Secure Repository
+
Retention Policy
Intelligently
Identify Records
Migrate &
Secure
Records
SharePoint
How File Intelligence Works
Catalog
Crawl data
sources
Build index
– Metadata basic
– Metadata with
document type
– Metadata with
hash
– Deep crawl full
text
– Deep crawl
with
classification
Act
Robust action
set
–
Move, copy,
delete,
retain
,
export, tag
Policy-based
actions
– One-time
– Scheduled
– Recurring
Analyze
Classify files based on metadata, keyword
content, and pattern matching
Age, owner, location, file type, etc.
Business value, security risk, intellectual
property, PII, PCI
Analyze data with search and report tools
– Semantic search with Boolean, proximity,
stemming, phrase support
– More than 30 pre-built reports out of the box
– Custom reports as needed
Secure, Retain, Discover
Enterprise
Retention
Content
Capture /
Archiving
File
Intelligence
2
1
3
Process Flow for
Legacy Info Capture
Electronic
Discovery
RPS
•
Crawl, Index , analyze, search, report information repositories in-place
•
Take action upon the discovered information assets
•
Examples: Decommission non-required information in-place, capture
& classify records
File Intelligence
Client Experience with File Intelligence
•
~24%
of unstructured data is actively
used
•
~48%
is stale: not touched in 6 months
•
~18%
are duplicates
•
~6%
is unknown or orphaned
•
~4%
is not business related - pictures
•
Cost to the Customer:
–
It consumes expensive storage
capacity
–
It gets managed, backed up,
replicated, ...
–
It poses serious legal & compliance
risks
–
It gets recovered equally in a DR
scenario
6%
18%
24%
48%
4%
Active,
known,
relevant
Stale
Duplicates
Unknown
Non-business
related
* Results from 37 File Intelligence customer
assessments
Stale is defined as files not accessed or modified
for 6 months
Early case assessment throughout the
eDiscovery process
Identify relevant, important data
Analytics on relevant legal case data
eMail communication threads
Prepare for FRCP meetings
Keyword Hit Report
eMail Threading
Custodian & Concept Analysis
Analytics for eDiscovery
Full Case Management Workflow
–
New case creation
–
Assignment of lead attorney & reviewers
–
Case specific collection & culling
–
Legal case processing
–
Document review & analysis
Case Tracking
–
Collection Status
–
Document Review Status
–
Reviewer Workload
–
Reviewer Progress Tracking
Preservation Notification
–
eMail notification to custodians
–
Customize e-mail messages per matter
–
Full tracking during hold notice lifecycle
–
Automatic reminders
–
Custodian or Proxy acknowledgment
INFORMATION
GOVERNANCE
“That state of ignorance is dangerous. Companies
that are ill-prepared may face enormous
e-discovery costs, if they have to scramble to meet
urgent, court-ordered demands to produce
information.”
Association of Certified E-Discovery Specialists (ACEDS), 4/2011
What do I do if I don’t have a solution for
eMail Management?
Source: EDRM.NET
Paving the Way for eDiscovery
eMail Management gives you a starting
point to manage retention and a
Source: EDRM.NET
Making eDiscovery Repeatable
eDiscovery Solutions can guide you through
the discovery, collection, culling, analysis of
your archived data…
Example: eDiscovery Management
1. Discovery Management
performs baseline eDiscovery
2. Results are placed
into legal hold folder
3. Advanced analysis and
review of data in legal hold
folders
Discovery
Manageme
nt
Matter identification with secure
matter management
Comprehensive collection and
preservation of archived data
Defensible processing, analysis,
and review
Flexible export
INFORMATION
GOVERNANCE
“The longer term solution to e-discovery issues is as
part of
an
information governance strategy
.
Gartner's view is that any tactical e-discovery decisions
that are made in 2010 need to be made with this longer
term goal in mind. All the arrows are pointing in this
direction, because the only way to clean up the mess,
decrease the storage-related cost burdens, make
individuals more productive and decrease the discovery
cost and risk is to get better control of enterprise
information.”
Source: AIIM
Message Server
“Convenience Copy”
eMail Archive =
Effective Long Term
Cost
Archive
6
yrs
10 yrs
Automated or scheduled
Single instanced
Manage w/address rules
Secure
Customer Care
Healthcare
Manufacturing
Proactively monitor e-mail archive
for compliance with policies and regulations
Minimizing Risk, Achieving Compliance
INFORMATION
GOVERNANCE
Are you still using your email
system as a filing cabinet?
Produce
e-mail for
legal
reasons
Produce
e-mail as
part of a
regulatory
audit
Use
archived
content
for
pre-discovery
Ordered
to
produce
instant
messages
User
Desktops
Enterprise
SAN
Servers
File
servers
Look
Familiar?
eMail Proliferation
Any
Better?
User
Desktops
Management
Server
Tiered
Storage
Servers
File
Servers
Gain Visibility
into eMail
Organize and Classify
•
Address Rules
•
Retention and disposal policies
•
Unique ID for single instancing
Archive Messages
•
Compression
•
Create container files
Full Text Index
•
Optional indexing of messages,
attachments
•
Includes embedded and Zip
messages (20 layers deep)
•
Ability to set indexing policy at
folder level
Store Container Files
•
Copy containers to eMail
Management server storage
•
Write to archive storage
device on set schedule
Messaging
servers
Management
Server(s)
Collect
•
Real-time
•
Scheduled
•
User Directed
Archiving
Putting it All Together
Various Storage
Options
eDiscovery searches
•
Search and collect content in
archive for discovery searches
•
Put on legal hold
User/Admin searches
•
Web-based search to
access archive
PST
collection
NSF
Collection
eMail Management should provide for:
Seamless with eMail platform
–
No change to the standard mail template
–
Messages archived in their native format
Transparent to the end user
–
Works seamlessly with the native Outlook & Notes clients, support
Web eMail Access
–
Web search tool enables user “self service” and Single Sign-on
–
Search tool easily integrated into the Outlook & Notes Clients
Cost effectively store e-mail for long term retention
–
Single Instance Storage
–
Leverage tiered storage infrastructure
eMail Management Benefits
•
Set retention
across all
content
•
Reduce costs
by 50% or
more
Flexible
•
Repeatable
solution for
response and
readiness
•
Reduce review
costs up to
90%
Repeatable
•
Identify risky
and obsolete
information
in-place
•
Make sound
decisions and
policies
•
Makes
archiving
“smarter”
Consistent
•
Modular
approach
•
Apply to
unstructured
content
throughout the
organization
Modular
Pervasive Information Governance
INFORMATION
GOVERNANCE
It’s a Balancing Act…
‘Platform’ approach
Prevent, detect and deter
Tangible ROI
Process-based
‘Tools’ approach
Respond, defend, remediate
High costs each time
74 © Copyright 2013 EMC Corporation. All rights reserved.
Conclusions
•
Imperative to pursue Pervasive Information
Governance
–
Retain with a purpose
–
Plan for e-discovery
•
Be Proactive rather than Reactive in the
Management of your e-mail
–
But don’t forget the legacy e-mail out there
–
Capture what is needed, disposed of the rest
•
Retain emails and attachments together
–
If necessary you can manage with different retention
rules
–
If managed separately, it will be a daunting task to
reassemble
What about IM and
Social Media?
•
Keep that in the back of your mind
as you are gathering requirements
–
Don’t obsess on it
–
Need to walk before you run
•
Most good eMail Management
Solutions can also handle IM &
Social Media
Recommendations
•
Continue to educate yourself and your organization
on the options and values of various eMail
Management technology solutions
•
Determine the best fit for your organization’s culture
•
Build a sound / defensible business case
THANK YOU
Tom Reding, CRM
Principal, Information
Governance
tom.reding@emc.com
352-212-2430
78 © Copyright 2013 EMC Corporation. All rights reserved.
