gla/arma chapter meeting february 2002 march 20, … plaza hotel & conference center ... local...

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February 2002Vol. 2002 No. 2

InsidePresident s Message 3GLA Annual Conf. 5Outsourced Opinion:

. . .Customer Service 7

GLA/ARMAChapter MeetingMarch 20, 2002

At Airtel Plaza Hotel & Conference Center

"How Records Managers Can Use StandardsTo Their Advantage"(Panel Discussion)

Dr. James Bennett, CRM, FAI - ModeratorSandi Williamson, William Benedon, CRM, FAI, Steve

Gilheany, CRM - Panelists

Visit us online for more details:www.arma-gla.org

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GLA News & Views / February 20022

Jim’s CornerBy James Higdon

GLA ARMA President

President s Message

During lunch the gears switched to aone hour presentation titled "LeveragingProcess and Technology in Your Favor"by Steve Krementz Vice President ofRIM for Unsicribe. He started off by cit-ing recent events that have brought theRIM professional "into a new role." Hechallenged the audience to make directcontact with decision-makers becausethey will be listening now more thanever. Technology was declared as "thetool for accountability" and that we pro-fessionals need to understand and bekey in implementing the tools that allowrecords to be accessible and backed-upfrom remote locations. He emphasizedclient notification when destroyingrecords and mentioned that the States ofCalifornia and New York are most strin-gent regarding client notification.

That evening many traveled from theWest Side to the Burbank Hilton for ourlocal GLA ARMA Chapter Meeting tohear Addie Mattox speak on documentmanagement technologies. She headsup one of the few consulting firms thatprovide objective analyses for herclient s requirements and matches themto the solutions currently on the market.Her frankness about the DocumentManagement Industry taking a recentinterest in the Records and InformationManagement Industry was undeniable.An industry never before concernedabout the disposition of records was nowlooking at our industry for some

With the recent state of world events,scandals and records related debacles;there has been an apparent surge ofinterest in our industry. An excellentGLA chapter meeting coupled withARMA International s local conferencewith Dr. Mark Langemo and Nara sDisaster Recovery talk made for a bigmonth with a common theme: What wedo has caught the attention of thosearound us.

I witnessed ARMA International s prom-ise to target those outside of our indus-try by a three-day seminar with atten-dance from upper management from allindustries. NARA sponsored the eventby providing Barbara Rike, SeniorRecords Analyst for over twenty yearsand Galen Wilson another SeniorRecords Analyst for NARA as speakers.There was an emphasis on recoveringpaper from water damage and variousscenarios associated with preventativemeasures from all types of disasters.The audience was directed to create alist of vital documents from each sectoror department of your employer andthen formulate a project to protect them.Since the government sector is requiredto deal with disaster planning, the repre-sentatives from NARA gave us aglimpse into a world well versed in dis-aster recovery and recommended usingNARA as a resource. "Why re-invent thewheel," Barbara asked.

GLA News & Views / February 2002 3

cont d on page . . .4

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answers. She crossed topics from indexing tocost benefit analysis to software. She couldhave talked for days and the audience wouldhave undoubtedly listened. She might be themost interesting speaker I have heard at aGLA Chapter Meeting.

Finally that week ended with Dr. MarkLangemo speaking to an audience of mostlynew Records and Information Professionalsor those in charge of RIM endeavors to finishthe ARMA Int l seminar. By way of introduc-tion, Dr. Langemo was one of the first profes-sors to teach about RIM at an AmericanUniversity. The talk was an "A to Z walk" cit-ing many resources for the audience to utilizein order begin developing a comprehensiveprogram. It was refreshing to see the level ofinterest with attendees coming from acrossthe US and even Europe.

President s Message . . . cont d from page 3


About our Program:

GLA ARMAs Annual Conference is scheduled for Tuesday, March 26, 2002 at Cal StateUniversity Long Beach Foundation Center, which is located on the campus of California StateUniversity Long Beach. The Foundation Center is located between Pacific Coast Highwayand the 405 Freeway near the border of Los Angeles and Orange Counties and a few min-utes away from Long Beach airport.

Our program will help you to "Be a Records Management Survivor." The basic track hastopics covering software selection, starting your own RIM program, emergency planning,and a case study from the City of Pasadena. The advanced track will go into the details ofelectronic discovery of data, e-mail issues, maintaining relationships with the IT depart-ment, and how to survive "Nega-trends."

Whether you are new to records and information management or a seasoned professional,there are topics that will apply to everyone. Attendees will gain a wealth of knowledge fromSouthern California’s premier records and information management professionals.

EDUCATIONAL SESSIONS TUESDAY, March 26, 2002

8:00am - 5:00pm

Whether you are new to records and information management or a seasoned professional,there are topics that will apply to everyone. Attendees will gain a wealth of knowledge fromSouthern California s premier records and information management professionals.

For a copy of the brochure or to get registration information contact:Jan Hodges, CRM

Phone: (310) 252-4292Fax: (310) 252-3861

E-mail: [email protected]

Turn over for additional information.

Mark Your Calendars!!Tuesday, March 26, 2002

GLA-ARMA Annual ConferenceBe an Information Survivor

At

Cal State Long BeachFoundation Center

Long Beach, California


Conference FeesPre-Registered (by Feb. 28th) $150.00 Cancellations must be receivedAfter Feb. 28th $165.00 by March 23rd for full refund Walk-ins $185.00

Conference fees include continental breakfast, lunch and parking validations

The Day’s Schedule7:45am - 8:30am Registration, Networking and Continental Breakfast8:30am - 8:40am Welcome by James Higdon, GLA ARMA President8:45am - 10:00am First Session10:00am - 10:45am Morning Break10:45am - 12:00pm Second Session12:15pm - 1:15pm Lunch (provided)1:30pm - 2:45pm Third Session2:45pm - 3:30pm Afternoon Break 3:30pm - 4:45pm Fourth Session

>>Limited number of Vendor tables available during breaks for $1507<<

Steven Brower, JDLitigation PartnerStephan, Oringher, Richman & Theodora, P.C.

Barbara Cross, CRM, MLSDirector, Information ManagementSony Pictures Entertainment

Sharon Hyder, CRM, CRCPresidentHyder and Associates

John Isaza, JDSenior Consultant Records Improvement Institute

Rita Mendoza, Records Manager Metropolitan Water District

Robert Monzon, Records Manager City of Pasadena

Barbara Nye, CRMPrincipal Ictus Consulting, LLC

Nyoakee Baker Salway, FAIPresident Salway and Associates

Juanita Skillman, CRM, FAIRecords Manager Orange County Sanitation District

A. J’nise Smith, CRMRecords Manager Fremont Compensatio

Jeanette Smith Partner Synergy

ConferenceSpeakers



As application service providers (ASPs)came roaring out of the gate in 1998,they quickly emerged as one of the dar-lings of the new economy. From e-com-merce and CRM, to supply chain man-agement, ERP and human resources,ASPs were held up as simple plug-n-play outsourced solutions, quick fixes forevery executive s rapidly mounting ITheadaches.

Well, not so fast. While the right enter-prise ASP can be the fix for almost anyexecutive s technology headache, theywere never really meant to be plug-n-play.

Like many other nascent industries,ASPs -- along with the companies thatimplemented their solutions -- ran into afairly steep learning curve. In the rush tocapitalize on what was correctly identi-fied as a tremendous business opportu-nity, a host of inappropriately conceived,poorly funded and badly executedproviders created a hailstorm of indus-try shrapnel. One need look no furtherthan the spectacular flame-outs of com-panies like Red Gorilla, Blue Meteor orHostLogic -- along with their unfortunatecustomers -- to find the reasons whymany have failed, and also why severalstrong ASPs have taken an undeservedblack eye.

Current market turbulence is once againforcing organizations to look for waysthey can reduce or focus costs andrededicate themselves to their corecompetencies. In the process, it is alsohighlighting the benefits that havealways been available from a robust andestablished ASP. Application serviceproviders continue to be the obvious,cost-effective solution that allows the

CxO to regain control of technologyimplementation.

What we at Interpath refer to as the cor-porate innovation burden is a directbyproduct of the information age.Cutting-edge technologies present mov-ing targets, and their overwhelming timeand cost requirements render it nearlyimpossible for any organization to keepup. Companies not founded with a corecompetency in technology implementa-tion should not be forced to maintainstate-of-the-art IT departments -— alongwith their ancillary expenses, responsi-bilities and sleepless nights -- just tohave a continued online presence. BothASPs and their potential customers nowhave the benefit of hindsight in makingdecisions that will affect the futurecourse of their businesses.

A chief selling point of the original ASPmodel was the easy access it affordedbusinesses to top-tier software applica-tions. Providers differentiated them-selves based upon the types of applica-tions they provided. In part, this remainstrue today, but now customers are look-ing for a good deal more than depend-able access to and functionality of anyparticular application.

Ongoing customer support should beoverwhelmingly important throughout allphases of the relationship. The smartestASPs in the market today will do what-ever they can to give their customers asingle point of contact, what we refer toas one throat to choke. At Interpath, forexample, we establish comprehensiveservice-level agreements (SLAs) withcustomers when they are first broughton board that clearly lay out theaccount s ground rules. These client

Outsourced Opinion:Returning to Effective Customer Service

By Joel SchleicherASPstreet.com Guest Columnist

January 31, 2002

7

report cards not only guarantee suchthings as system availability and per-formance, along with time to respond toand repair any problems that shouldarise, they are also tailored to take intoaccount the specific metrics of a client sparticular business.

Strong SLAs not only make us account-able to our customers, they also demon-strate to them that we understand theirbusinesses. To survive, ASPs can nolonger be afraid of the G-word:Guarantee. Customers must be certainthat SLAs have teeth, with real bottom-line repercussions for service failuresacross the board. If a problem developsanywhere in the chain -- from the appli-cation and networklayers straight throughto a broken telephonecable -- that results ina service interruption,there s only one num-ber for the customer todial: Ours. It is ourfault, period.

Iron-clad SLAs are justone manifestation of acommitment to cus-tomer service excel-lence that, now more than ever, mustextend throughout an organization.Service-level agreements go hand-in-hand with proactive 24/7 monitoring of acustomer s applications. There is a long-standing myth that customers need to benear their data, that service is

improved by a company s close proximityto the servers that house its information.

Although groundless, perception is alltoo often reality, and this concern posesa tremendous psychological hurdle thatproviders can only overcome with fanat-ical attention to detail and clear, openlines of communication. By aggressivelymonitoring application delivery and pro-viding customers with regular, detailedreports of activity on multiple levels,ASPs can help their customers be trulysecure in the knowledge that their appli-cations are in good hands. They willhave a clear, uniform snapshot of thestate of their business, no matter the dis-tance between them and their servers.

To take these points even further, everyone of Interpath s ASP clients has my

home telephone num-ber and instructions touse it if there is ever aproblem. By the sametoken, all the compa-ny s employees knowthat I d better be hear-ing from one of themfirst.

It s time for a dramaticrevision of the way thatmany of the industry splayers approach the

business. Too many companies got intothe ASP market on the basis of a hand-shake and a smile, only to learn too latethat providing a company s lifeblood isnot the same as selling a used car. It stime to go back to the future and pro-vide outstanding service after the sale.Only the capable will survive.

Schleicher is chief executive officer ofInterpath.

Outsourced Opinion. . . cont d from page 7



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Information & RecordsManagement Consultants

501 West Glenoaks Boulevard, Suite 422Glendale, California, CA 91202818.507.0008 • FAX 818.547.9908E-Mail: [email protected]

Lynette AllenChapter MeetingsRecords Supervisor at Proskauer RoseLLP, past president of GLA ARMA, andactive member of GLA ARMA andLRMA since [email protected]

Paul GarciaRecruitmentRecords Manager for Silver &Freedman, APLC. and over 12 yearslegal Records [email protected]

Trudi TroppHistorianManager of Records & Facilities ofFoley and Lardner, over 20 years ofLegal Records Management, Presidentof LRMA and GLA Chapter member of10 [email protected]

Barbara NyeCommittee MemberBarbara E. Nye, CRM, have served onthe GLA Board since 1995, includingserving as Chapter President in 1998-1999. Her carreer has spanned 25 yearsand she is now a principal in IctusConsulting, which provides services inall areas of records and informationmanagement. [email protected]

GLA ARMA Board of Directors2001-2002

Barbara Cross, CRM, MLSTechnology DirectorDirector, Record and InformationManagement at Sony PicturesEntertainment with over 14 years expe-rience in records management; formerCRM Liaison and Education Director forthe Greater Los Angeles Chapter ofARMA. GLA ARMA 2001 ChapterMember of the [email protected]

Pilar McAdamCorresponding SecretaryRecords Manager at Boeing SatelliteSystems (formerly Hughes Space andCommunications), a manufacturer ofcommunications satellites, experiencein technical, administrative and busi-ness support functions over the last 25years. [email protected]

Jan Hodges, CRMChapter ConferenceCorporate Records Manager for Mattel,Inc with over 20 years experience inrecords management.. ARMA membersince 1981 and past President of GLAARMA [email protected]

Patricia WarrenChapter ConferenceSupervisor, Records & DocumentImaging Corporate RecordsManagement for Mattel, Inc. with over18 years experience in records & infor-mation management; CRM candidate,former past president of GLA ARMA, 2time GLA Chapter Member of the Year,and past ARMA InternationalConference Program CommitteeMember. [email protected]

Juanita Skillman CRM, FAICommittee MemberRecords Manager for Orange CountySanitation District. Treasurer, ARMAInternational,Past President of GLA and OrangeCounty Chapters, over 20 years experi-ence in various area of Records andInformation [email protected]

Kay Schardein, CRMCommittee MemberRecords Manager with The BoeingCompany. She joined ARMA in 1988and is past President of the Rio GrandeChapter in Albuquerque. She has over15 years of experience in environmentalrecords and retention scheduling in var-ious settings — state and federal agen-cies and private [email protected]

Jim Bennett- CRM [email protected]

ARMA International4200 Sommerset Drive, Suite 215Prairie Village, KS 66208Ph: 800-422-ARMAFx: 913-341-3742www.arma.org

GLA ARMA1525 Aviation Boulevard, Suite 355Redondo Beach, CA 90278www.arma-gla.org

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CAPermit # 93538

James HigdonPresidentOperations Director West Coast forUniscribe; a company offering innovatedocument solutions for all types ofindustry; background includes develop-ing and supporting a wide range ofrecords and information managementoperations and significant systems/inte-gration experience. [email protected]

Judy ShieldsVice President President ElectRecords Supervisor for Lyon & LyonLLP, Director of Placement andRecruiting for the past two years andGLA ARMA 2001 Chapter Member ofthe [email protected]

Cynthia J. Nunes, MLSTreasurerPrincipal and Lead Information SystemsConsultant for Ictus Consulting, LLC.(http://www.ictus.com), has over 12years of experience in the development,design, implementation, and deploy-ment of information management sys-tems; formerly Web Manager for theARMA International Pacific Region,establishing their web site; also servedas Web Manager for the Greater LosAngeles Chapter (1998-2000). GLAChapter Member of the Year [email protected]

George DalingerRecording SecretaryOwner of LightstreamTechnologies Inc., a companyoffering information managementsolutions using the technologies ofDocument Management, Workflow,Forms Processing and ERM/COLDto reduce costs and increase cus-tomer [email protected]

gla/arma chapter meeting february 2002 march 20, … plaza hotel & conference center ... local...

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