Enforcement of Policy is Key to Successful Content Management

July 13, 2010

I wanted to talk about everyone’s favorite subject, email management. Yes, I know your eyes just rolled to the back and you’re thinking of the tech guys that have lectured you in the past about cleaning up your inbox and that you have storage limits and the like. But I want to get away from the tech side and talk very briefly about the policy side.

I would like to touch on the importance of an email policy. An email policy is pretty clear-cut and simple right? Well, if it so simple why do so few organization have a formal email policy or, for that matter, any email policy oversight. Yes email is, or should be, addressed in the employee handbook and if you have an IT person they will most likely come by from time to time and lecture you about having too much email in your inbox. However, it seems that much of the time, management has not fully bought in to the whole idea of an email policy or enforcement of the policy. Many times management just lets IT be responsible for email policy enforcement. Of course, IT should play a role in development and enforcement but there really should be an oversight team that includes IT, legal and records management,  and they should have the backing of the C-Level guys. Every organization’s email policy will be different and oversight will vary, and therefore the makeup of the over sight team will differ from situation to situation. However, most policies should address a few basic concepts:

  • Acceptable usage
  • Signature blocks
  • Effective usage
  • Personal usage
  • Ownership
  • Privacy
  • Retention and disposition

What should not differ from situation to situation is that top-level management support of the written email policy.  This will help ensure that the policy will be enforced throughout the organization, including management. (If management is not going to adhere to the email policy how can they expect anyone else to?)

By having a clear email policy, organizations reduce legal liabilities, manage content and records for optimal retrieval and reduce the cost of storing outdated or useless information. The key to the success for any email content management policy relies on management buy-in.

Miller Montague 7/12/2010

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Two Years & Answer Maven Business is Good

July 7, 2010

Answer Maven has been busy this summer.

  • Duty as Chair of SLA Legal Division complete after the end of the Annual Conference in mid-June
  • Working with a great team on the planning for  the Lucene Revolution User Conference to be held October 7-8, 2010.
  • Finalizing the second custom taxonomy for two different clients
  • Content Management and e-Discovery business development underway with Miller Montague

In the meantime, Miller and I are working out lots of details.  We are excited about the work we will be doing in the e-discovery arena.  He is  all set for a certification course next week.  I continue to bone up the industry at large.

So Answer Maven has a lot going on, which is great news.

Today, I want to take a moment to share just a couple of observations that I have made during the last few weeks of work.

  • Quality is important. If the semi-colons and date formats are the major topic of discussion about a deliverable  that’s a great thing.

You may wonder why I say that, the truth is that if that type of detail is the focus of attention the content is where it needs to be.  Delivering the highest quality of content to a client is success.

  • Open Source Search must not be ignored.

The opportunities in this arena are boundless because the community drives improvement.

  • All the old stuff offers new opportunities

Businesses that deliver the same-old same-old underestimate the shifting factors in both client expectations, technical abilities and dreamed of opportunities.  Transitioning business models is a difficult but necessary undertaking.  I understand that it is more difficult for large companies to shift quickly but the out-and-out refusal of a company to transition to new models can be the death toll.

I love having the opportunity to talk with my clients about their transition opportunities.  One recent transition idea was so simple in concept that I was sceptical at first.  As we discussed use scenarios the possibilities seemed like real opportunities.

Much in Answer Maven’s consulting work needs to be transitioned and that work is underway.  Are you busy with the daily grind or have you thought about your transition opportunities?  What is old that you need to make new again?  If you can find those gems and execute the innovations business is good.

Constance Ard July 7, 2010

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Search Isn’t Easy, Neither is Knowledge and Content Management

June 7, 2010

As I was trying out the joys of a netbook while sitting in a comfy chair and catching up on my blogs I came across a phrase in a Beyond Search post that resonated:

Search is in crisis because there is a challenge explaining what search is, how its component parts related to business problems, and neologisms work for a handful of insiders.

A couple of weeks ago I attended an “Art of Networking”  seminar and when asked “What do you do?”  Explaining what an “Information Consultant” does is a true conversation, not a single sentence answer.  I try to begin that conversation with a reply of: I help you solve your information problems.  I use my skills to improve the content retrieval for information seekers within your organization.

The conversation then goes into how people create and use information, how they search for information and what they need to retrieve.  The Beyond Search post about search having a communication issue could be just as easily applied to information.

Most information is created electronically.  Many companies have difficulty in understanding the complex issues related to the easy, or at the very least, efficient, retrieval of that information.  More and more companies of all sizes are using resources such as wiki’s or portals to provide access to the information that should be shared.  Unfortunately, without the structure of, yes, I’m gonna say it, a good custom ontology, and specific guidelines, information consumers within the enterprise will spend more time searching than finding.

Knowing that there is a need for structure and finding a way to create and maintain that structure through appropriate content creation and manage in information usage.  Most companies do not have someone in place to manage those processes.

Many companies need someone to create those processes.  That is where the Answer Maven team comes into play.  We look at the information you create and use in your daily work and the processes you use for that information in view of the whole picture from creation to management to retrieval and all the nuances within those key components including the risk management to protect companies from e-discovery costs.

Defining information management is a difficult task.  Search is a difficult concept to communicate because it’s not as simple as placing a single word into a box and reviewing a set of precise result – at least not without a lot of work in the background.  Information management is about more than file storage.

Processes are necessary and everything goes hand in hand with good search technologies.  If you have content, you probably have an information management challenge.  It doesn’t matter if you are a small business or a Fortune 50 company.  The smartest information management move anyone can take is ensuring that an information professional has assigned structure and processes for your content.  The next step is ownership but we will save that discussion for another day.

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Open Source Search Conference

May 18, 2010

The news is out:  Lucid Imagination is sponsoring an Open Source Search Conference in Boston October 7-8, 2010.

You can get the details by reading this entry on Stephen E. Arnold’s blog.  Or go directly to the horse’s mouth to submit your proposal for a paper at: http://lucenerevolution.com/

Note: I am working on the planning for the conference but I paid myself to write this blog post.  It wasn’t part of my tasks this week.

 

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E-Discovery Solutions: A Close Look at Encase

May 12, 2010

With this blog post I’d like to introduce my colleague and soon-to-be bona-fide business partner Miller Montague.  Miller is a law librarian with a strong IT background and e-discovery knowledge base.

If you have questions about e-discovery solutions and risk management for your own business let us know. (Constance)

Guidance Software, Inc.

Encase eDiscovery v.4:

Encase is considered the industry standard for e-discovery software, especially when it comes to in-house solutions. They have a great reputation and offer some interesting pricing structures. With version 4 Encase eDiscovery is trying to act as a complete, end-to-end, automated EnCase eDiscovery solution that allows you to search, identify, cull, collect, and process electronically stored information (ESI) across the enterprise and then export the ESI to the attorney review platform of your choice. It suggests that it will:

• Reduce your EnCase eDiscovery costs by up to 90%

• Search and collect ESI across the enterprise from a central location from workstations, laptops, file servers, user shares, other data repositories, and removable storage media without having to take the target machines offline

•Cull at the point of collection and collect only potentially relevant documents

• Ensure a complete collection and chain-of-custody with the extensive reporting feature

• Rely upon the globally recognized best practice solution for electronic discovery and EnCase® software’s unparalleled record in court

One of the key features of version 4 is that you can now perform analysis and first-pass review capabilities at any stage of the eDiscovery process, such as during collection, post collection, or during and after processing. By allowing users to perform analysis and first pass at any point, Guidance gives organizations an opportunity to fine tune search expressions and run test queries.  Results are viewed in a web-based first-pass linear review tool that is easy for non-technical lawyers and litigation support staff to use.  This ECA (Early Case Assessment) feature coupled with its unique pre-collection analytics capability enables organizations to rapidly understand case facts, better prepare for “meet and confer” conferences, negotiate keywords with opponents, and perform first-pass review in-house to reduce data sets prior to outside attorney review, thereby increasing speed and reducing cost.

Another feature is that is web based so attorneys and staff can test keywords, view data and tag documents from any workstation or laptop. It has standard features such as Legal Hold, which allows organizations to maintain a complete chain of custody from the moment the duty to preserve documents occurs, through the eDiscovery phases of search, identification, collection, preservation, processing and exporting documents into load file format for review. EnCase eDiscovery’s Email Processor automates the capabilities of Enterprise Search and Collection for live messaging servers, static PSTs and NSFs, and individual MSG files. All collected and processed data is placed in single case database which is a court-validated digital container called an EnCase Logical Evidence file (LEF).

EnCase eDiscovery can also be purchased through the Pay-Per-Use Program. This enables organizations to take full control of the eDiscovery process by offering an in-house software solution on a per case, per custodian basis. So, clients will only pay for the data that is searched, collected, processed and output for upload.

Another nice feature is that EnCase eDiscovery can performed without disruption to end users or the need to bring servers off line.  It can be run over multiple workstations thus reducing the load on a server and the network was a whole.

Key Observations:

  • EnCase is scalable for organizations and litigation matters of various sizes.
  • Flexible pricing options exists
  • Web Based
  • Extensive Training available

Alternative Solutions include:

Case Central: http://www.casecentral.com –This product is well known an has a  good reputation. They have been moving into the field of cloud eDiscovery, but still have a strong line of products for traditional eDiscovery and in-house solutions, including ECA.

Access Data: http://www.accessdata.com – Sometimes know as the “Poor man’s EnCase” – Still looks to be a solid solution. It has all the bells and whistle of Encase and some suggest it is better at handling and processing email. It has ECA, Regulator Hold, Collection and Preservation, Processing and Duplication, and Analysis and Review features.  It is also web-based.

Kroll OnTrack: http://www.krollontrack.com – Kroll is a well-known eDiscovery solutions provider. Features include an early case assessment tool, Ontrack Advanceview, which helps you streamline e-discovery by providing a window into your case data prior to data processing and review. It allows users to control  transparency by determining filtering parameters, confirm custodians and validate processing decisions with statistical sampling and analytic reports.

Written by Miller Montague

Post not sponsored.

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Finding Information: It Always Comes Back to Management

April 26, 2010

Being able to use information is about more than having it available.  As content explodes and information users have more data to shift to in order to retrieve the actionable information, the tools and processes behind information become more important.

Certainly having good infrastructure and search enabled applications are important for your basic functionality but usable information required more than search.  It requires good data that is well-organized and maintained.  Even the smallest organizations can be frustrated by the amount of information contained in their data repositories.

All electronically stored information is not actionable.  Retrieving data quickly and accurately to be used in completing a report and  making daily business decisions is the critical mission for information management.  This can not be accomplished with technology alone.

Processes must be implemented to ensure that content that is created and stored is worth the storage space.  In addition, using items such as custom taxonomies, properly implemented for each content piece will increase the relevance of stored information.

Archiving and retention policies and a complete understanding of the workflow are also necessary to getting the right information.  Without the proper infrastructure and the right content management policies, organizations can place themselves at risk for several business problems, not least of which is litigation exposure.

At minimum, companies should have an ESI archiving policy that reaches beyond email.  In addition, ensue  that if you have an information process in place, your employees know and understand it.  Training isn’t just about keyword search.  It must include the protocols about creation and storage.

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Challenges of Managing Information: Gaps between Using Technology and Understanding the Infrastructure

April 12, 2010

Sometimes, during this world of electronically created and electronically stored information it’s easy to overlook the full range of challenges presented in information management.  Last week I was reminded of the vast array of considerations necessary for creating, maintaining and retrieving information in multiple formats.

  1. I spent time considering the best methods for an internal digitization project.
  2. I received a call during a whirlwind trip to Silicon Valley that the new roof had leaked right above my desk and thus right above some very delicate materials that I had pulled to be sent for conservation treatment.

  3. Sample search corpus

    During dinner in the Silicon Valley my companions asked me what the best method was for conducting a search corpus.

With those three activities being but a miniscule illustration of the challenges of managing information I wonder if technologists and information professionals are really working cooperatively to meet the challenges.

It was truly the dinner conversation that made me think more deeply about the capabilities and communications of information professionals.  When I was asked if the majority of current information school/library school students were trained as well as they should be on some of the more technical issues in managing information; I  had to say probably not.

Granted, I may be underinformed, I know that several I-Schools are doing a really good job of introducing more technology into the curriculum.  However, after two years of consulting and seeing the front lines of organizational challenges in managing information and advising clients on retrieval of information, I think some gaps exist.

The tech guys that were asking me about the search corpus were pleased to discover that sophisticated and/or simple search methods could be employed for the activity.  They did seem a bit surprised for this demonstration to work, the information being searched had to be a known set.  I analogized for them, saying that if I were testing a search system for Kentucky legal materials, I would conduct a search on summary judgment.  If  Steelvest wasn’t retrieved, that would be a failure.

I think using technology is  a strong focus in I-schools now.  I think a gap exists in understanding the power of search methods within those technologies.  I know I didn’t pay enough attention during the Reference course, because I often forget the best sources to use for known questions. (That’s why I call a great reference librarian, when I really need something.) The problem of using appropriate search techniques, in any technical search solution, is similar.

It is so easy, for even professionals, to type in a few keywords and get results.  It puts a great trust in the creators of the search engines in understanding Boolean structure and creating the algorithms that work.  Information professionals using those search engines are also given a great deal of trust in that they are searching within the right context and or database and they know what they are seeking.  That is the major challenge of information retrieval.

Are we seeking content from the correct bucket?

Is the search structured correctly?

Did the search engine programmers test the structured searches thoroughly with a well established corpus?

If we can answer yes to those questions, the challenges of managing information are made that much easier.  If you don’t know the answer to those questions and you don’t understand what information should be retrieved, problems exist.

In this age of global electronic information and the joy of Google, information professionals must be informed about more than keywords.  We must understand the technical structure and the body of information behind search solutions.  That knowledge is the emerging challenge of information management and retrieval.

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Rebuilding a Library Collection: Molding the Work around the Mission

April 1, 2010

One of the projects I have been working on over the pas several months is the move of the Migel Library from the AFB to the American Printing House for the Blind.  What an incredible challenge this has been.

The amazing thing is that this collection is well-known throughout the world of Blindness Education.  I began the project with an inventory and we have progressively moved forward towards digitization planning and access methods.

I don’t think it would have been easier to start completely from scratch but reassessing an old collection in a new environment presents it own unique set of opportunities.  Not everything is inventoried and thus some cataloging needs to occur.  The cuttering on the call numbers in certain sections in minimal to say the least so we have the opportunity to cutter 15 books that have the call number 1596 S.  And those are just a few examples of the molding that is taking place.

The great thing about this project is the passion and respect the organization and the wider community has for it as a whole.  The wealth of information contained in the Migel is nearly unfathomable.  It contains cultural, social, and educational information.  Fiction and non-fiction.

Developing the processes that will allow this library to be used by the greater public, minimize the staff time necessary to maintain it and grow the collection allows me to think broadly from a variety of perspectives.

One thing has been very clear in this work, fitting the processes and policies to the APH and the Migel Library missions is critical step number one.  Without that basic guidance making the collection accessible would be more difficult.  Understanding the mission and goals for this collection and the future plans for it, guides the work we do and the policies we set.  If you are working on a project that has limited future resources it is appropriate and necessary to plan that project according to those future constraints.

by Constance Ard April 1, 2010

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Search and E-Discovery

March 29, 2010

Yesterday, I met with a client about a possible Open Source Search Project.  Today I’m meeting with some folks to talk about E-Discovery.

SEARCHThe thought that is on repeat in my head is that Search is perhaps the most critical component for cost-effective e-Discovery.  Indexing, proper planning and all the other elements of e-discovery are important.  The truth is that when it’s time to produce, the search mechanism is the best tool to produce the right stuff in the quickest manner possible.

So, I wonder how open source search will impact e-discovery.  These two processes are growing in importance and application.  Even small businesses have ESI that are subject to e-discovery.  Will Open Source search provide an affordable option for those small businesses that can’t afford the Kroll and Applied Discovery options?

It’s certainly a possibility.  MIKE 2.0 is offering some Open Source Solutions for e-discovery.  And IT geeks everywhere have access to Open Source Codes to help with the backend grunt work.

I will continue to explore Open Source Search and its implications and impacts on e-discovery.  If you have suggestions on sources I should not miss please leave a comment.  These two applications are complex and an early morning thought after a weekend of exploration is just not enough.

Author’s Note:  The mention of a commercial or open source application in this post does not constitute and endorsement.  I have received no incentives to write this post.

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Next-Generation Law Firm Libraries

March 23, 2010

I read a post several weeks ago from 3 Geeks and Law Blog, bookmarked it and kept going back to it.  Several of the speakers mentioned in this Ark Conference review are law librarians I have admired and learned from in the past, and will no doubt continue to learn from into the future.

When I worked on my Next-Generation Corporate Libraries and Information Services book last fall, law firms were a focus.  (Note: The book was published by the Ark Group, the producer of the conference reviewed in the 3 Geeks Law Blog.) More significantly, Information Services were the focus of my attention.  Knowledge Management, Embedded Services and innovative ways to add value to an organization’s information consumption were a few of the things I discussed.

Source: http://pixdaus.com/index.php?pageno=16&tag=rose&sort=tag

Knowledge Management could be Research Power Sources

The portion of the 3 Geeks post that most captured my attention was the need for law libraries to take ownership of Knowledge Management and improve its reputation.  I wholeheartedly agree.  In a law firm environment, the users of KM are not “managing” knowledge they are consuming knowledge and repurposing it.  A rose by any other name will serve the purpose.

Using metrics to sell the use of KM is just one part of expanding the conversation between librarians and management.  The application of metrics for other purposes is just as important but I caution against measuring for measurements sake.  The metrics must sell the service in which firm librarians want management to invest.

I loved it when I worked at the firm and would hear from users of the KM system: ” I know I saved myself 3 hours of work.”  They saved this time because they were able to quickly locate documents that  could be updated and used for a current project.  Those are the metrics that matter, especially when seeking ways to show value to clients beyond a billable hour.

The Best Practices discussions reviewed can be a constant conversation in law librarianship.  We must continuously strive to seek methods of improving service delivery, expanding reach into the firm through those services and tell the story in numbers that matter in order to maintain influence and retain or gain powers of position.

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