Hi Eldin,
Over here we're just starting to get questions about this, and the responses
filter into a couple of buckets:
1. It's still "just" voicemail, and so however we treat voicemail and phone
conversations, we should treat VOIP the same way. This is the status quo.
2. If it's there, it's discoverable - and VOIP calls are certainly "there"
for someone who is technically astute.
Some organizations that recognize this issue seem to be moving in favor of
regularly clearing out the VOIP repositories, much as we do with fax and
even email inboxes. The difference here I think is in the precursor
technologies - nobody retains voicemails, while all(!) organizations retain
meaningful paper documents.
My recommendation today is to treat them as regular voicemail - for those
organizations that keep analog, they need to keep the digital ones, and for
those that transcribe or don't keep them at all, continue to do the same.
The key is to note that in the policy, and then to ensure that the VOIP
repositories are regularly cleared out (preferably automatically).
Cheers from chilly Colorado,
Jesse Wilkins
CDIA+, LIT, EDP, ICP
Metalinear Media
(303) 574-1455 office
(303) 484-4142 fax
[log in to unmask]
Yahoo!: jessewilkins8511
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>From: Eldin Rammell <[log in to unmask]>
>Reply-To: Eldin Rammell <[log in to unmask]>
>To: [log in to unmask]
>Subject: Automatically captured VOIP telephone records
>Date: Tue, 26 Jul 2005 15:08:38 +0100
>
>Some of the recent messages on this list concerning email retention
>policies
>reminded us of the importance of thinking about content when it comes to
>records retention rather than media. In other words, the retention policy
>for email messages should be driven by the content and context of the
>message and not the fact that the message was delivered by an electronic
>messaging system. The problem is that the communication method creates
>records - or at least data - where more old-fashioned communication methods
>might not have done i.e. an informal chat in the corridor or a phone call
>is
>now often replaced by an email. This got me thinking..
>
>
>
>An "old-fashioned telephone call" does not usually create a record by
>default. It may be business practice to create some form of telephone
>report, and that becomes a record and is subject to one's retention policy.
>However, the actual phone call itself is just a business transaction. But
>what about VOIP technology (Voice Over Internet Protocol)?
>
>
>
>If a VOIP telephone system is used, it is quite possible that the phone
>call
>is captured automatically and at the very least, held as a temporary file
>on
>a server somewhere, but possibly held as an official VOIP record. These may
>currently not even be known about by the records manager and probably not
>known about by the record creator; they're probably 'managed' by I.T. or
>the
>Telecomms Dept (if the organisation has one). I know that some Government
>departments and also private companies routinely record phone calls made
>and
>these records are often subject to the standard retention policy. But what
>about "non-recorded" phone calls that just happen to have been made via a
>VOIP system?
>
>
>
>So, what do we do about records retention? It seems that many of the
>discussion threads that we've seen around emails are directly relevant to
>the retention of VOIP records. Retention should be based on content. But
>how
>do we decide when a chunk of data (a phone call) should become a
>company/organisation's record?
>
>
>
>Any thoughts from anyone on this somewhat philosophical topic??? Does
>anyone
>actually have a policy for VOIP records?
>
>
>
>Best regards,
>
>Eldin.
>
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