Managing Email

1
Managing Email

• IPMA Executive Seminar
• Eric Linxweiler

2
Agenda

• Brief Primer on Archiving
• Records Management Overview
• Email Management
• A Case Study
• Changes coming with Email

3
Archiving Primer
4

• Companies arent storing any less information.
  In fact, they dont
• know whats important and whats not so they
  keep everything.
• Weve created the electronic packrat!

Information
Time
5
Making things worse

• Even with this increased storage and data, people
  often
• cant get to the critical information when its
  needed.
• So were storing more, but less able to find the
  information
• when required
• AND ITS NOT GETTING ANY BETTER!

6
Backup and Archiving are Different

• Archive
• Primary copy of information
• Available for information retrieval
• Adds operational efficiencies by moving
  fixed/unstructured content out of operational
  environment
• Typically long-term (months, years, or decades)
• Data typically maintained for analysis, value
  generation or compliance
• Useful for compliance and should take into
  account information retention policy

• Backup
• A secondary copy of information
• Used for recovery operations
• Improves availability by enabling application to
  be restored to Point In Time
• Typically short term (weeks or months)
• Data typically overwritten on periodic basis
  (i.e. monthly)
• Not for regulatory compliance though some are
  forced to use

7
Traditional Backup, Recovery Archive Process

• Production environment grows
• Constant application tuning
• Continually adding expensive resources
• Backup environment capacity tied to production
  growth
• Some jobs cannot complete in backup window
• Recovery takes much longer, if successful
• More tape drives/silos to meet service levels
• Data Retention environment grows
• Difficult to retrieve content when requested
• Large media requirement ruins Total Cost of
  Ownership
• No investment protection for long term retention
  requirements
• Valuable enterprise data offline to users

Data Retention Copies
8
Optimal Approach
Archive Process
Primary Systems

• Archive valuable information
• Increases performance of production applications
• Improves TCO through use of tiered storage
• Recovers capacity on primary resources
• Backup to Disk active production information
• Backup window reduced or eliminated
• Higher reliability, greater likelihood of full
  backups
• Retrieve from Archive or Recover from Backup
• Restore requests are faster
• Once offline information is now online via archive

9
Records Management
10
Key Drivers

• Compliance Requirements
• Public Access Laws, Sarbanes Oxley (SOX), HIPPA,
  SEC 17a-4 NASD 3010/3110, CFTC (17 CFR 1.31), NFA
  (Rule 2-10), NASD 2210, etc.
• Litigation Risk
• Litigation Hold, Smoking Gun, Outside interest
• Operational Needs
• System Performance Cost, Records Management

11
Compliance

• Morgan Stanley Merrill fined a total of 17.5
  million in the last 70 days
• Over 55 Million in fines for Non-compliance in 1
  year

12
Litigation Risks

• Litigation Hold Companies fined for not
  preserving data when directed by the courts
• Cost of discovery - 250 a tape, .10-.25 for
  processing
• Where is your data Must have single archived
  Record
• Non-business valued data is a liability

13
Operational Needs

• Storage demand will increase cost
• System performance down
• Increase staff hours to manage data
• Only gets more expensive to solve if you wait

14
The Failure of Archiving Records Management

• Problems with most current archiving strategies
  - they fail to meet compliance and business
  requirements

15
Data Silos

• Organizations silo data based on type or
  application resulting in several archiving
  solutions
• Archival systems organized from a single
  perspective to solve a single problem
• Mixed solutions rarely designed to work together

16
Records Lifecycle Errors

• Lack of understanding the full data lifecycle -
  little effort is given to the lifecycle of a
  record once its left the production environment
• Development and IT teams rarely look at and
  determine impact to a records lifecycle when
  deploying new systems
• No audit schedule or routines to validate record
  storage and retrieval
• Backup Recovery Systems - Archiving and backup
  strategies are seen as two separate activities.
• Compliance legal requirements are not
  implemented in Backup Recovery solutions
• User requests for data not often anticipated
  Should we retrieve from Backup or Archive?

17
Ineffective Policies

• Policies are not created or enforced
• Created around technical solutions not on
  business drivers
• Fail to get an agreement between the technical
  and business teams
• Management doesn't want to enforce

18
What About Restoration?

• Focus is on how the data is archived but not on
  restoration
• Litigation
• Regulatory Audit
• Merger / Acquisition
• User request
• Restoration for data loss, etc
• Restoration is 50 of the function
• Recent fines are due to the inability to produce
  archived records not on the inability to archive.
  

19
Without a Holistic Archiving Strategy

• No central management or controls
• Conflicting procedure policies
• Ineffective, incorrect, and poor data management
• Data duplication and mishandling
• Increased litigation and regulatory risk
• Overspend on technology without business gain

20
Email as a Tool and a Record
21
Facts on E-mail

• Email is the 1 method of business communication
  (all our customers have it)
• Email is the most mission-critical application in
  most commercial accounts today
• Users spend more than 60 minutes per day managing
  emails
• IT Administrators spend more than 25 of their
  time managing email
• 50 of all organizations have been ordered to
  produce email for discovery
• PST Files have huge risks

22
Email Isnt Always Effective
"That is not one of the seven habits of highly
effective people."
23
Focus is Too Often on Technology Itself

• IT rarely understand the regulatory and legal
  risks while the legal and compliance people dont
  understand the technical.
• Companies need a single vision with good
  requirement gathering
• Vision must go beyond a particular technical
  platform
• The problem is methodology, not technology

24
Operational Realities

• Storage demand will increase cost
• System performance down
• Increase staff hours to manage data
• Only gets more expensive to solve if you wait

25
How Email Grows
This is based on one user. What does that mean
for a large organization?
26
E-mail Challenges

• User creates a 10 MB PowerPoint
• and e-mails it to 100 people

• Managing growth
• Total messages/day growing from 56.4B in 03 to
  164.3B by 07
• Total worldwide users growing from 578M in 2004
  to 762M in 2008 (172M to 223M in Europe)
• Storage requirements for corporate users will
  grow by over 50 from 2004 through 2008
  (Radicati)
• Managing risk
• 50 of organizations have been ordered to produce
  e-mail

• For a typical customer, that file gets backed up
• Weekly for four weeks x 100 on the file server
• Daily for four weeks on the e-mail server
• Monthly for five years x 100 of PST (Exchange)
• Monthly for five years x 100 of file server

400 28 6,000 6,000 12,428 Copies
12,428 Copies of 10 MB file 124 GBs of Tape
But Wait!!!!!!

• This document is a portion of a PST that could be
  upto 2 GigaBytes in size.
• So lets look what happen if the PST is 1 GB.

400 28 6000 6,428 Copies 64GBs of Tape
Litigation Support
Compliance Management
6,000 Copies of 1 GB file 6 Terabytes of Tape
27
Email Management Benefits Everyone

• Storage Costs
• Single instance storage of messages reduces
  storage by up to 80
• Eliminate need for PST and NSF files reducing
  liability and risk
• Consolidation of email from multiple platforms
• Operational Efficiency
• Centralized archive uniform retention practices
• Simplified directory/user management
• Reduced backup window availability of messaging
  systems
• Organizational Productivity
• User access to archive
• Reduced IT burden in recovering user mailbox data
• Retrieval (Discovery) Costs
• Reduced time and cost in fulfilling discovery
  requests
• Elimination of duplicate messages reduces costs
  during legal review
• Results exported to portable format for review by
  outside party

A centralized archive is both cost effective and
productive to the organization.
28
Business Drivers for E-mail Management Technology

• If you have deployed an e-mail archiving
  technology, what was the driving factor?

Source Electronic Communication Policies and
Procedures 2005 Industry Study, prepared by AIIM
and Kahn Consulting
29
Our Own Case Study
30
Logicalis Own Problem

• Outlook calls consume 50 of our HelpDesks
  bandwidth
• PST files are the largest files on our PCs
• PST files changed daily (in size, timestamp, etc)
• We couldnt deploy a backup solution to our users
• We have compliance requirements that need met
• We receive over 1,500,000 messages per month
  (3000 per user per month).
• We have 150GB of online storage for e-mail, with
  some messages over seven years old.
• We needed to address a long term content
  management challenge.
• Our clients have these same issues

31
Our Own Project Goals

• Reduce message store size by 80
• Reduced backup and recovery times for Exchange
• Migrate to single Exchange environment
• Centralized archive for uniform retention
  practices
• Eliminate mailbox size restrictions
• Eliminate need for PST files
• Reduce end user management of mailboxes
• Improve user access and the email experience
• Reduced IT burden in recovering user mailbox data
• Develop a body of knowledge our customers need

32
Logicalis Email Archiving Infrastructure
Cincinnati
Indianapolis
Datacenter
- Microsoft Exchange - HP Intel Servers - EMC
Clariion Storage
Messaging Layer

• EMC EmailXtender
• EMC DiskXtender
• - HP Intel Servers

Archiving Layer
- EMC Centera
Archival Storage
33
Interesting Lessons Learned

• Policy decisions around e-mail arent trivial
• Effective messaging and rollout planning is
  essential
• Rollout takes real effort perhaps the bulk of
  it
• Users are going through a fundamental change in
  how they use e-mail
• Messaging will be a part of this eventually
  (example - IM)
• Microsofts continued evolution of messaging is a
  challenge

34
The Operational Bottom Line

• What We Spent
• Products 165,000
• Implementation 25,000
• Rollout 12,000
• Maintenance 15,000
• 217,000

• What We Are Saving
• Two Helpdesk FTEs 140,000
• Storage Reallocation 50,000
• 1 hour/week/FTE 1,012,500
• 1,202,500

Net Result Saving over 900,000 first year!
35
Our Email Today

• Addresses the business risk issues
• Reduces cost of supporting our enterprise
• Based on solid technology from EMC, HP and
  Microsoft
• Based on standards
• Affordable
• Scalable allows for us to rapidly add users
  over time

36
Along the way, we became Experts

• Eric Linxweiler, Vice President of Consulting at
  Logicalis, told TechNewsWorld that automation is
  a key trend because it's essential for businesses
  to have a system that keeps the user experience
  consistent, while meeting all the requirements
  for archiving without costly migrations or
  limiting functionality.
• "Archiving is a new concept, and its growth has
  been fueled by new technologies that assist IT
  users in implementing this valuable strategy,"
  Linxweiler said.
• Linxweiler points to EMCs Centera as an example
  of a groundbreaking technology that enables
  corporate IT to archive their critical data
  without much risk or effort.
• Expect more application and technology vendors
  to follow suit, and as they do customers will
  have increasingly flexible options across their
  entire technology environment," Linxweiler said.
• TechNewsWeb The Future of E-mail
  Archiving 2005
• http//www.technewsworld.com/story/46481.html

37
Changing Email The User Experience
38
The Old World of Email

• Email is used to pass along trivial information
• Email is used to brainstorm
• Things are put in email that would never be said
  face-to-face
• Flame-wars start, and are maintained
• People can spend their entire day just doing
  email
• There is huge liability with email

39
The New World of Email

• Email distributes information to groups
• Focus on a document delivery tool
• Email is one of many communication tools
• Email remains a critical, but isnt used to
  resolve issues where other venues are more
  appropriate
• Categorization and search are critical
• Email is critical to reaching customers
• More monitoring, regulation, and hesitation

40
Dukes 13 Email Rules

• Consider the Alternatives
• Avoid Unintended Reactions
• Avoid Exerting Inappropriate Pressure
• Be Thorough Yet Concise
• Limit the Audience
• Retract Moot Messages
• Limit the Life of Time-Sensitive Messages
• Use the Correct Distribution Group
• Keep the Message Short
• Limit Creativity
• Double-Space between Paragraphs
• Run Spellcheck
• Include the Original Message
• Source http//www.law.duke.edu/computer/twelverul
  es.html

41
Erics Rules For Email

• Face to Face gt Phone gt Email gt IM
• Sparingly use reply all
• Trust your staff CYA isnt important
• Dont deliver bad news or reprimands via email
• Never BCC
• 100 separate work and personal email
• Spend less time with email and more time
  communicating
• Assume what you write will be used against you
• Never, ever, argue in email

42
(No Transcript)
43
Where to start?

• Evaluate your present state
• Define the policies you want, as an evolution of
  what you have today
• Leverage technology to automate much of the
  policies, especially archiving.
• Start measuring your effectiveness

44
Archiving Compliance Projects

• Phase 1 - Assessment
• Define Classify Data, Applications, Regulations
  Requirements
• Collect and review all policies
• Phase 2 - Plan
• Policy, Controls, Procedures, Process and
  Technical functions
• Phase 3 - Design
• Create a system that supports policies and
  operational needs
• Phase 4 Implementation Validation
• Integrate technologies processes together
• Deploy systems, policies, and processes
• Phase 5 - Support
• Enforce policies, perform audits maintain
  systems

45
Getting started with an email archiving solution

• Seek first to understand
• Define records
• Review policies requirements
• Understand the scope of operational benefits
  possible
• Involve those that know compliance
• Create sub-projects for manageability
• Focus on email first

46
(No Transcript)
47
Discussion
48
Thank You