This whole thread has been fascinating - and as an EDRMS software
vendor, we have a perspective on the 'sale' of records management.

Of course, this perspective come with caveats - we have a profit motive
and our solutions are pragmatic, which mean that the very real
constraints of technology, implementation, cost, culture and time
compete vigorously with records management ideals. However, as an EDRMS
vendor, our fortunes are inextricably linked to the 'success' of records
management concepts and advocacy in general - so the ability of the
profession to sell the value of records management is obviously key.

If it's any consolation, in my view, most 'sales' personnel think that
the records management and EDRMS space is one of the most complex sales
in the enterprise software space:
- RM/EDRMS crosses all the organisations boundaries and directly impacts
a high percentage of the entire organisation
- has multiple stakeholders who, not infrequently, agree to disagree -
quite often these stakeholders are even outside the organisation!
- has a strong tension between the needs of the organisation and those
of the individual - both real and perceived
- requires a careful blend of strategy, policy, people and tools to
succeed
- is often viewed with suspicion by IT departments for any number of
reasons (especially us, as we are a SaaS solution)

In the sale of any EDRMS, the vendor ends up having to sell *Records
Management* (maybe badly) at some point by supporting, or being
supported by, RM stakeholders - most RMs get to do this once or
twice...we get to do it a lot more than this. As indicated by Michele,
the pitch of the benefits of RM/EDRMS must be tuned for the very wide
variety of stakeholders - and this changes for different organisations.
Some examples might be:

- C-level execs - development of a "confident organisational posture"
(one of my favourites), operational efficiency and, down the scale,
compliance
- Mid-level managers - visibility, accountability, compliance and
control
- RMs - compliance, long-term RM goals, retention, disposal,
classification...you know ;)
- End-users - net benefit to me, simple, reliable, fast (noting that the
above are end-users too)

Obviously, the more credible research that is available, the better off
we all would be, however I don't see this happening anytime soon - and
even then, we know that organisations are quick to discount research as
a compelling influencer if it does not seem to be directly applicable to
them (same type of organisation - different country, public-private-NFP
sector, manufacturing-services, finance-medical, engineering-legal,
small-large, etc).

In summary, noting that this perspective comes with significant caveats,
selling RM (and EDRMS) seems to be a complex process in which the
'value' and the 'messages' often have to be tuned for each organisation,
and each of the stakeholder groups within the organisation. What's
frustrating is that many organisations implement and digest EDRMS and
then, a few years down the track, can't imagine life without one.

Comments and thoughts would be really appreciated :)

Best regards,

Matthew Lipscombe
Senior Consultant
DocBanq Pty Ltd
[log in to unmask]

-----Original Message-----
From: The UK Records Management mailing list
[mailto:[log in to unmask]] On Behalf Of Noad, Michele
Sent: Thursday, 31 July 2008 23:14
To: [log in to unmask]
Subject: Re: How successful has RM been? (was RE: Comparative
definitions of Classification and Taxonomy)

Hi all

I am also very new. I come from a communication/customer focused
background and am currently studying for my MSc at Dundee University.  I
have been in this new position for about 20 months and every day I am
learning something new.

I think the concepts you can sell is that with a fully supported records
management programme are...

Underpinning the infrastructure of the business by supplying evidience
of busness activities Achieving compliance to the relevent legislation
quickly and easily Very importantly - saving money - time and capacity.

For individual members of staff...

Saving time searching, finding the most current version, ensuring
sensitive documents are retained correctly, less network traffic if you
implement an EDRMS,corporate naming conventions etc etc. 

I have developed a set methodolgy in which I am rolling out electronic
records management, which involves induction packs, training - and
cakes!!  

The benefits of selling the concept reaps great rewards as a
successfully implemented team sell the benefits for you.

  


Michele Noad
Information Architect
CICTU
01225 718063
[log in to unmask]

-----Original Message-----
From: The UK Records Management mailing list
[mailto:[log in to unmask]] On Behalf Of Matt Smith
Sent: 31 July 2008 13:29
To: [log in to unmask]
Subject: Re: How successful has RM been? (was RE: Comparative
definitions of Classification and Taxonomy)

Hi all

I'm a newcomer to the forum.  I'm currently in IT, but my background for
many years was finance (I know!).  

As a novice in the area of RM, I've watched the discussion for a while
and found it very interesting.  Change some nouns and the discussion
could relate to any number of professions which I think are equally
frustrating.  

I think RM/IM are difficult concepts, and as such I'm struggling to
explain why it's a good idea to those I wish to convince higher up the
organisation (I'm not entirely sold myself!)

I wondered therefore if anyone can sell it to me?  Everyone on the forum
seems to be convinced it's a good idea, and therefore to the outsider it
there is not discussion as to what it means and why?  There are some
basic questions I am not sure of the answers to:

1) what is it records managers want?  What would success look like?
2) I'm very keen on efficiency of information, but from an efficiency
basis the cost of achieving something should not be more than the value
of that achieved - does the efficiency argument stack up?  (I've seen
some discussions on business cases, so I suspect this is a rhetorical
question)
3) Ditto for compliance - is there a business case?

The key question to me is number 1.  If I need to sell it to the
organisation, what am I selling?

I'm not sure that's a good start! ;-)

Matt Smith
Business Development and IT Manager
City of Lincoln Council

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