Proactive Information Management

Tera Ladner, JD, IGP, CRMGroup Vice President, Corporate Records & Information ManagementSunTrust Bank

Growth of Information

Beginnings

It took humankind roughly 24,000 years to produce 5 Exabytes of data.

– 250,000 years of DVD quality video

22,000 BEC (BC) to 2003

Today

We now generate 5 Exabytes of content every 2 days.

– 250,000 years of DVD quality video

Keep it All!• The law doesn’t require it.• Increased risk of outdated documents being

exposed to damage company’s legal position.• Increased costs in discovery in litigation –

someone has to read all that stuff!• Systems used to service customers and

generate revenue are bogged down with useless information.

• Makes it harder to respond quickly to regulators and courts.

Records Management vs. Information Governance

7% 93%

IGRM

Information Mgmt in the News

Litigation

INFORMATION

LitigationBreach of Contract

Product LiabilityWrongful Termination

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INFORMATION GOVERNANCE

Opposing Counsel

Corporate Counsel

Depositions

RIM as Value Add

• Increased executive, managerial and operational effectiveness

• Measurable increases in staff productivity• Legal defensibility• Improved customer service• Reduced operating costs• Reduced storage requirements• Making the connections

Building a RIM Program

• Executive Support• Governing Documents

– INCLUDING A RETENTION SCHEDULE• Program Roll-Out• Train, Train, Train• Marketing the Program• The Carrot vs. The Stick• Auditing the Program

Executive Support

• Senior-level Executive Sponsor– Funding easier to obtain– Structured to best be successful– Staffing and support staff will be assigned

• Senior-level Strategic Planning Group– Discuss RIM systems currently in place– Discuss current RIM related

challenges/struggles– Priority of RIM program impressed among

leaders

Governing Documents

• Policies– It is the policy of the company to…

• Procedures– These are the practices we follow to…

• Rules– Do or do not

• Standards– The way to carry out an action

• RETENTION SCHEDULE

Retention Schedule• How long to retain groupings of records

– Very hard to manage to document type level• Should identify the maximum and

minimum time• Should be followed consistently by all

users• Necessary to take advantage of Safe

Harbor Rule – which allows companies to destroy information in the normal course of business

Program Roll-Out

• Low hanging fruit• Create champions and liaisons throughout

the business• Fine tune your message – be consistent• Be prepared for objections• Stay the course• Don’t lose hope!

Training

• Train, train, train!!!– A common assessment of the success of a RIM

program is based on what the users understand about the program

– Not useful if only a handful of people know how to use it

• Require ongoing training• DOCUMENT

– Keep detailed documentation of training received

Marketing the Program

• Being the most valuable product– Must show benefits!– Share success stories

• Describe in terms of dollars where possible– Use examples and averages from industry publications– Ask accounting/real estate departments to help

• BE CREATIVE– Mention the name of your Champion

• Don’t be afraid to drop names!

Marketing the Program

Elevator Speech• Have a prepared presentation that says a lot in a

short amount of time• Should tell

– Who you are?– What is your office/program/service/project?– Why should I care/be interested?

• Harvard Business School elevator pitch builder http://www.alumni.hbs.edu/careers/pitch/

Build Relationships

• BUILD RELATIONSHIPS WITH YOUR COLLEAGUES– Set up ongoing meetings

• Easier to change than never get to them– “Relationship Building” – “Cross-functional

Alignment”

– Praise them in front of other people– Invite them – they will invite you

Be the Expert

• KNOW YOUR STUFF!• Take every opportunity to learn• Keep abreast of industry trends and

changes• Read case law• Be the “go to”• Have a network of people to call – industry

involvement

Speak the Language

• Invitation to the “table”• One chance to make an impression• If you can’t speak the language, you can’t

be a part of the conversation.

Transitory Records

Disposition Active Records Records

Inventories

Records Retention Schedules

Inactive Records Microfiche

OCR

RFID

Vital Records

Keyword

RIM

Tech Talk

Gigabyte

Data

CloudComputing

CD-ROM

Driver

Fiber OpticLAN

NAS

Legal Chat

Spoliation

Preservation

FRCP

e-Discovery

Forensics

Audit the Program

Necessary to ensure the credibility of the program.– Internal policies/procedures are being

followed– Compliance with legal/regulatory record

keeping requirements– Legal defensibility of the RIM program

Audit the Program• Develop control points based on the policies and

procedures• Develop a checklist for use in the organization• Go into sample areas to test the control points• Identify areas that need mitigation• Work with department heads to create

remediation plans• Follow up to ensure compliance• Metrics

Information Governance

• Compliance with rules & regulations• Protection during litigation• Business value• IT efficiencies• Information as asset

– “If only HP knew what HP knows, we would be three times more productive.”

» Lew Platt, CEO, Hewlett-Packard

Contact InfoTera N Ladner, JD, IGP, CRMtera.ladner@suntrust.com678-592-8372

QUESTIONS