IMR 652 MANAGEMENT OF BUSINESS RECORDS

MANAGEMENT JANUARY 2021

OF BUSINESS

RECORDS

IMR 652 MAGAZINE

HOW TO UITM
RECORDS PUNCAK
MANAGEMENT
ALAM
Help to improve your
skills and performance

PREPARED BY The truth behind THEIR success

FAZNIE HASNIZA MOHD ZANIF MYR 25.00  ISSUE NO 4 
(2019336299)
NURIN AMALIN JEFFRY
(2019338677)
WAN NUR IDAYU BINTI MOHD AZMI
(2019637036)
NUR ANISAH BINTI PUDDING
(2019612018)

TNETNOC FO ELBA BACKGROUND OF PROGRAM

03

BACKGROUND OF STUDENTS

06

ARTICLE REVIEW

11

36 INTERNATIONAL AND NATIONAL

POLICIES

OF RECORDS MANAGEMENT AND ELECTRONIC
RECORDS MANAGEMENT

RECORDS MANAGEMENT

38 GLOSSARY

43 REFLECTION: SKILLS AND
KNOWLEDGE GAINED FROM
COURSE

46 OTHERS

BACKGROUND The Faculty of Business Management, UiTM offers
OF PROGRAM the program of Bachelor of Business

BA243 - BACHELOR OF BUSINESS Administration (Hons.) Human Resource
ADMINISTRATION (HONS) HUMAN Management. This program is designed to produce

RESOURCES MANAGEMENT graduates equipped with the necessary broad –
based and specialized knowledge and skills in
NUR ANISAH BINTI PUDDING Human Resource Management to become human

resource professionals in an international
environment.Among the courses offered are

Strategic Management, Human Resource
Development, Performance Management,
Compensation Management, Industrial Relations,
Employment Law and Current Issues in HRM.
Since this program emphasizes skills in Human
Resource Management, the students are also
trained in Computer Applications, Public Speaking
and Interviewing and they are required to undergo
practicum in related organizations. Graduates will
be able to fill job vacancies at executive level in
any Human Resource Department in any

organization.

Program Overview:·
Recruitment & Selection·
Compensation & Benefits·
Industrial Relations·
Strategic Human Resource Management·
Organizational Behavior·
Human Resource Development·
Employment Law·
Change & Organizational DNevOeMloApDmI Cent|· 2 4
Performance Development

BACKGROUND
OF PROGRAM

BA235 - BACHELOR OF HEALTH
ADMINISTRATION (HONS)

WAN NUR IDAYU BINTI MOHD AZMI

As the health care industry in Malaysia
continues to expand and becomes more diverse,

employment of health services managers is
expected to grow faster than average for all
occupations. To fulfil this demand in job market,
the Bachelor of Health Administration (Hons.) is
offered by the Faculty of Business Management,
UiTM. The programme aims to provide the best
training for health administration in the country.

Health care is a business, and like other
businesses, it needs good management to keep
it running smoothly. Health services managers,

also referred to as health care executives or
health care administrators, plan, direct,

coordinate and supervise the delivery of health
care. The three-year programme provides

sufficient knowledge, experience and skill in a
range of courses relevant for health services.
Inclusive are also courses in administrative

management, computer and information
technology and communication. Apart from that,

English and a third language are also
incorporated into the curriculum to put an extra

advantage to the students enrolled into this
programme.

Program Overview
Managing Healthcare Organizations
Health Economics
Health Informatics
Health Service Communication
Health Financial Management
Hospital Management
Management for Health Records

BACKGROUND NURIN AMALIN JEFFRY
OF PROGRAM FAZNIE HASNIZA BINTI MOHD ZANIF

BA246 - BACHELOR OF BUSINESS ADMINISTRATION
(HONS) INTERNATIONAL BUSINESS

BThe Bachelor of Business Administration
(Hons.) International Business is a three–year
programme offered by The Faculty of Business
Management, UiTM, designed for students who

are interested to venture into the field of
international business. The programme equips
students with a diverse range of knowledge on
how industries and government operate in the
global marketplace, as well as practical skills to

prepare graduates for the demands of
tomorrow’s business world. Graduates can
expect to find employment at multinational
corporations, at home and abroad, in the field

of international trade, global marketing,
business management and business
consultancy.

Program Overview
International Economics
Intercultural Management
Global Market Places
International Business Negotiations
International Trade Framework
International Investment
Global Business Strategy
Issues in International Business
Global Marketing

BACKGROUND
OF STUDENTS

FAZNIE HASNIZA

NURIN AMALIN

NUR ANISAH

NUR IDAYU

PAGE 11 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

INFORMATION TECHNOLOGY (IT)
CONTINGENCY

PLAN AS PART OF THE BUSINESS
CONTINUITY PLAN:

CASE OF IT SERVICES DELIVERY INDUSTRY

REVIEWED BY FAZNIE HASNIZA MOHD ZANIF

The article discussed on the importance and benefits of having both
business continuity plan and IT contingency plan in an organization
especially for the IT services delivery industry and how it can be
implemented smoothly. Business continuity plan and IT contingency plan
was found to bring a significant impact in preserving the IT business
infrastructure as well as other corporate resources and assures restoration
of business activities and operations if a catastrophe were to happen. The
author clearly stated the aim and objectives of the study which is to
explore the effectiveness of the IT contingency as a part of the business
continuity management whilst studying the pros and cons of
implementing both plans and to bring proof as the author wish to
provide insights on the importance of business continuity plan and IT
contingency plan towards organizations. Therefore, the findings that is
provided in the article will explain further on the possible ways a business
or institution can deal with disaster when it occurs and the steps that
business owners could take to ensure all important data and resources
are safeguarded. Most importantly, how business operations could be
resumed with no damages on the data and corporate resources once a
disaster happens with the implementation of business continuity and IT
contingency plans.

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Next, the authors has discussed over the new ideas from their research
which is having IT contingency plan as part of the business continuity
management along with business continuity plan. The authors have
made sure to give a thorough explanation on the basic concept of IT
contingency plan before discussing further on the impacts of
implementation. This is essential as the readers could understand better
as they study the article so that they have the right comprehension over
it. From the article, the author explained that Information Technology (IT)
Contingency Plan is designed mainly for saving IT resources and restoring
IT services involving a set of policies, tools, facilities and procedures to
enable the recovery or continuation of vital technology infrastructure and
systems following a natural or human-induced disasters. Having
contingency plan is just like having a backup plan that is put into
execution after a disaster happened and prevents a business facing any
danger in continuing their business as the contingency plan protects the
resources, reduces the panic from internal and external surrounding and
identifies key staff and assigning key staffs with specific tasks for the
recovery of business.

In addition, I find that it is important to have this article published as the
study is to propose the significant roles of IT contingency plan and
business continuity plan in ensuring a robust business continuity
management for all organizations, institutions and businesses. Other than
that, the author has provided a detailed outcome on the advantages and
disadvantages of IT Contingency & Business Continuity Plans so that
organizations can assess and decide to execute the continuity plans. It is
clear that the author is supporting for organizations to do so as the
advantages of IT Contingency & Business Continuity Plans outweighs the
advantages hence benefit the organization a lot more.

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Some of the advantages mentioned are:
Corporate Resources Coordination:

- Increases the potential of the organization to maintain effective
coordination of all its resources and identify incidents priorities.

Preempting Possible Threats:
- Allows coordination of business continuity plan with external
stakeholders so that IT departments and organizations are able to test
and review the possible threats that could happen.

Effective Service Delivery:
- With the evolution of information technology, organizations can easily
store data and information with more security and retain its accuracy
when restoring services that were not available due to the prior
circumstances.

Disadvantages of IT Contingency & Business Continuity Plans:
Complex and Costly Process:

- Preparation of Business Continuity and IT Contingence Plan are both
tedious and challenging processes, they requiring higher skilled
professionals to handle them as well as heavily financially and/or
technological investment for them to serve the purpose. Whereby, not all
the corporate have financial muscle and capabilities to invest on this kind
of initiatives.

However, the author also mentioned that the disadvantage listed is the
major drawback of IT contingency and business continuity plan as both
plan requires an extensive investment to acquire professionals for their
technical skills and the technological equipment and devices needed.
The other factor that may be a disadvantage to this
initiative is the confidence of the corporate to establish and implement
both plans as it requires financial strength and capability.

PAGE 14 ARTICLE REVIEW MANAGEMENT OF
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In the article, the authors undergo their investigation and has provided
the readers with the findings of research. Based on the report, it shows
that business continuity and IT contingency plans are advantageous for
the business. The authors made inferences based on the results which
explains that it is beneficial and safe for organizations to implement the
business continuity and IT contingency plan as both plans have positive
impact and that the advantages outnumbered the disadvantages of
executing the plan. Out of 20 literature reviews explored and past
research findings for this study, 80% of them shows that it is important to
have both plans part of the business continuity management as it will
ensure the preservation and conservation of the resources, employees
protection and provide assurance organization’s credibility as well as to
maintain their reputation towards shareholders and public.

Other than that, this article could be one of the great reference to further
explain on the subjects of IT contingency and business continuity plan. I
believe when people take a read on this article, they are able to
comprehend new ideas that the author is trying to uphold and
understand more on the importance of business continuity plan to the
organizations. The article does not only introduce the readers with the
basic of concepts of it, they elaborate deeply on the reasons, impacts and
benefits of IT contingency and business continuity plan especially to the
organizations, institutions and businesses. As how it enlightens me to
evolve my thinking and understanding, this article is capable to guide
others to partake on the business continuity as well. The article also
provides readers with clear inferences so that no misunderstanding could
happen but instead make them curios on the topic of business continuity
and IT contingency plans.

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Furthermore, the strengths of this article is that the author managed to
organize the input well so that the readers are able to understand the
article in order. At the same time, the author delivered the theme and
their purpose well that the focus on business continuity and IT
contingency plans is consistent throughout the article. The word choices
and structures are acceptable for any readers which also helped me
understand better as no confusing phrases were used. The points are
expressed clearly and directly so that the readers are able to pick up the
important contents of the research. Other than that, the article is very
informational to be used as educational references for students or other
researchers. The author also did a good job in providing new insightful
ideas and terms so that readers are exposed to this subject, for example,
the author included the types of IT backup and disaster recovery systems
which was something new that I have learned. Overall, I think that the
author did well in writing the article in making sure the opinions and
ideas are interpreted well for the sake of readers.

However, the article still lacks in some area and a few weaknesses
were identified. For example, proper examples of situations were not
provided to support the opinion or facts stated. There are a few parts
where proper data was not presented which may throw in some doubts
from the readers. Even with the methods and discussions explained, it
still lacks information to enhance the understanding. The author ought to
provide with more graphic examples and information so that readers are
able to see it clearly without any doubtful thoughts. Besides that, I hope
that the author would be more attentive in the explanation of concepts.
People may become curious therefore providing sufficient information is
important for the article.

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In conclusion, I believe that this article has helped me learn more on the
aspects of business continuity plan and understand the dynamic having
IT contingency plan implemented together for continuation of businesses
and safeguard of data. The author does not only emphasized on the
importance of having business continuity plan but also exposed how
vulnerable an organization’s IT resources can be hence, proving that IT
contingency plan is vital towards organizations. It is important that
people seek ways to overcome the drawback of the execution of both
plans as it may cause many to ignore the importance of both plans due
to the high cost of implementation.

PAGE 17 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

MANAGING RECORDS AS A STRATEGIC
RESOURCES IN THE

GOVERNMENT MINISTRIES OF
TANZANIA

REVIEWED BY NUR ANISAH BINTI PUDDING

In this article is topic about managing records as strategic resource in the
government ministers of Tanzania by Esther Ndenje-Sichalwe, Patrick
Ngulube and Christine Stilwell that published on December 2011. These
articles are provided about the proper administration and better
management of public records and the archives throughout their life
cycle. This article is based on findings from an ongoing study the
government ministries of Tanzania which examines the current state of
records management practices in foresting accountability in the
implementation of the Public Service Reform Programme (PSRP) in
Tanzania.

Author Biography
Patrick Ngulube (PhD) is professor in the Department of Interdisciplinary
Research and Post-graduate Studies at the University of South Africa
(UNISA) and has served in the Regional Branch of the International
Council on Archives (ESARBICA) in various portfolios in East and South
Africa. His research interest includes indigenous knowledge structures,
knowledge management, data management, e-government, information
access and research methodology conservation. In field methodology, he
has written scholarly articles with a particular focus on mixed research
methods and indigenous epistemologies. He is a professor of the National
Research Foundation.

PAGE 18 ARTICLE REVIEW MANAGEMENT OF
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Intended Audience
The target audience for this article should be archivist, record manager,
student and researcher. It’s so that the record manager and archivist can
refer to the article to improve their management system.

General Problem Area
The study focused on establishing the value of maintaining public records
in government ministries in Tanzania as a strategies resource. The care of
records and documents, particularly in the context of the public sector, is
regulated by four important principles or concepts, according to the
International Record Management Trust.

Language
When the audience have read this article they can quickly understanding
the article it is because the authors of this article was provide a simple
language and they had used easy words to make their audiences get
acknowledge from these article. The language used by the author is
English which can be understood by many people. The author also used
some term that is can be easily understand by majority of the people. The
author used business and archival term to complete the article.

Objective
To analyse the procedures and methods used in the government
ministries in Tanzania to handle public records.
Identify the scope of computer applications in electronic record
management.
To investigate the role of legislation on documents and archives in
maintaining public records in Tanzania’s ministries.
To assess the levels of
record managers’ skills and training in the ministries.
To assess the extent to which the introduction of the PSRP influences
current record management practices in Tanzanian government
ministries.

PAGE 19 ARTICLE REVIEW MANAGEMENT OF
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Past Research
It is an ongoing study by the Tanzanian government ministries that
discusses the current state of record management practices in promoting
transparency in the implementation of the PSRP in Tanzanian. The study
involved a total of 120 registry employees, 24 senior ministerial official and
the personnel of the National Archives. The study found that while the
implementation of the PSRP had resulted in some efforts to reform
record management practices in government ministries, a critical tool
was not handled in government ministries documents.

References given
The authors given about 59 references and mostly from the recent
research.

Illustration
There are some illustrations in the article which is tables and graph used
to show the results of the research. In my opinion the illustration does
complement the text and make it easier for the audience to understand.

The author also had stated key words in this article to make sure the
audience get the points what the authors what to explain and elaborate
the sentences in this article. However, these articles make me agree with
their managing records as a strategic resource are really important
because this knowledge can make people more understand the
procedure to maintain and management the records as a strategic
resource in government. And from this society can play as a role model to
provide their own storage and made documentary of resource anything
about their own government because its important to made an archives
and to save the history of country.

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In differences words with the records also we can make create the
business with these. It is because when you have your own records
resource about our country or about your government had been done,
people can make money with sales the data that you have been save and
store. The records are not only about you need to collect a data of history
or what but you can restore that data again when it needed. These article
are really good to read because it produce the statistic of the Tanzania,
which is the authors had stated the problems encountered due to the
current state of registry funding, the duties performed by registry
personnel, the purpose of the records inventory, the purpose of records
appraisal, the classes of electronic records, and about the level of
professional training in records and about the level of professional
training in records management received by registry personnel. With this
completed source and the data the authors of this article had really given
the acknowledgement to their audience.

For the recommendation by the authors have given with the opinion
about the government should allocate a dedicated budget to registries I
was really agree with this statement are provided by the authors. It is
because a budget should make provision for registry supplies and
equipment and ensure that staff are sent for formal education and
training in records management. Especially in order to manage records as
a strategic resource in the government ministries, the restructuring would
help to improve the efficiency of government operations, to ensure
proper creation and maintenance of records that would foster
accountability in the implementation of the reforms, it is essential to
appoint a records manager for each ministry who should have a
Postgraduate Diploma or Masters qualification and should have the
ability to work closely with the National Archives personnel. When the
authors stated the issue to recommend about the disaster plans and
security measures is prepared for all government registries.

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The plans would have the possibility of reducing the disruption of normal
operation, minimizing the economic impact of the disasters, raising
awareness of the importance of being prepared for disasters, providing for
the training of personnel in emergency procedures and providing for the
rapid and smooth restoration of service. In the recommendation the
study suggest that a dedicated budget be allocated to registries by state.
A budget should provide for database supplies and equipment and
ensure that staff are sent to record management for formal education
and training. The modernization of record management system is critical
in order to manage documents as a strategic resource in government
ministries. The restricting would help improve government operations
efficiency. Moreover, the author recommends for all government
registries, emergency plans and security measures should be planned.
Emergency plans should be well studied and customized to suit each
institution’s specific needs.

The plans would have the possibility of reducing the disruption of normal
operation, minimizing the economic impact of the disasters, raising
awareness of the importance of being prepared for disasters, providing for
the training of personnel in emergency procedures and providing for the
rapid and smooth restoration of service. In the recommendation the
study suggest that a dedicated budget be allocated to registries by state.
A budget should provide for database supplies and equipment and
ensure that staff are sent to record management for formal education
and training. The modernization of record management system is critical
in order to manage documents as a strategic resource in government
ministries. The restricting would help improve government operations
efficiency. Moreover, the author recommends for all government
registries, emergency plans and security measures should be planned.
Emergency plans should be well studied and customized to suit each
institution’s specific needs.

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BUSINESS RECORDS

CUSTOMER SERVICE STANDARDS BY
VENELIN TERZIEV,

MARIN GEORGIEV, VANYA
BANABAKOVA

REVIEWED BY WAN NUR IDAYU BINTI MOHD AZMI

ABSTRACT
Developing customer service standard may require many steps and
matters that need to take into consideration to produce and implement
the best standards that is going to used by the company. However, this
process required a full commitment from both parties employees and
employees. The aspects like customer service types, the cost of providing
alternative services, and measures for measuring and controlling the
services provided are the essential elements to follow by every person in
customer service field. Next, the four algorithms discussed are the
guidelines that should be follow by the company so that the process of
developing standards is always on the right track.

Keywords: Developing customer service standards, Algorithm

INTRODUCTION
Customer service standards refer to the interactions between a business
and customer, and the resulting customer expectations. Response time,
empathy, resolution, and efficiency can go a long way towards building
deeper customer relationships. Every business that happened to acquire
customer’s time, attention, and money need to upgrade their service
standard so that customer satisfaction can be achieved as well as gaining
the trust and loyalty from them. Subsequently, customers believe that
they need to trust the business first before they can be committed and
loyal to the business. Therefore, customer churning is a most challenging
part of customer relationship management because customers have
different motivational factors for choosing a seller.

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As stated by Terziev, Georgiev and Banabakova (2018), the purpose of
their study is to investigate the need and capability to develop customer
service standards and to propose an algorithm for developing standards
related to employee behaviour towards customers. According to authors,
service standardization is an activity of unifying plans, processes, planning
system, data exchange system, document turnover, cargo units,
commercial and transport packaging, etc. Besides, to develop a customer
service standard, the company must follow a guideline called algorithm
for the development of the standards. There are 3 algorithms opposed by
the authors which is field of application, features of conversion, and
preparation of organizational standard of service. Every algorithm
mentioned came with specific explanation which it is good for the reader
understanding.

LITERATURE REVIEW
Developing Customer Service Standards

Service standards are important for customers, potential customers,
employees, and management of a business. They help to define what a
customer can expect and to remind management and employees of the
challenge and obligations that they face. The key elements like
timeliness, accuracy, and appropriateness are the significance measure in
service standard comprehension. As for timeliness, the phrases like ‘calls
answered in 20 seconds’ and ‘safe and fast delivery’ are commonly used
by the seller to show how they applied the customer service standards in
their business. Accuracy is referring to expectation of customers towards
accurate information or accurate deliveries. Examples of service standards
reflecting the accuracy of a service are “the information quoted in a
telephone conversation is 100% accurate” or “the parcel received by the
customer contained all the goods ordered by the customer”.

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Next is appropriateness. Appropriateness is about ensuring that the
customers’ expectations have been met, particularly in an enquiry
situation. For example, a customer writes to an organisation with a three-
part enquiry. The customer receives a response that is on time, totally
correct in what it says “but fails to address one of the three topics in the
original enquiry. Such a response would fail the appropriateness
standard” again based on a 100% expectation. (The Institute of Customer
Service, 2015)

Other than solely mentioned the criteria needed in differentiating
customer service, the authors should come out with common examples
that gives better understanding to the readers. The uses of complex
sentences might influence the readers’ interest to further read this article.

For example, the authors stated;
Availability of assortment varieties and quantities in percentage from
orders placed;
Quantities delivered and assortment varieties in percentage to the
ordered ones;
Time (cycle) to execute orders in hours or days, and more.

Above are the 3 criteria that every business should follow to successfully
identify the differentiation of customer services. Back to the level of
sentences complexity in this article, as a typical reader who never
exposed with this kind of field, he or she may find this article is hardly to
comprehend and need to do some findings to get the points.
Subsequently, the way of authors expressed and listed out the key areas
of standards relating to customer services is not appropriate for the
readers and other scholar to readout. The below sentences are how the
write up looks like.

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Standards relating to customer service should be developed in the
following areas: responsibilities of management; quality control system;
supplier's obligations; design management; document management;
purchase quality; product identification; management of the processes of
providing services; customer service quality assessment; management of
control, measuring and implementation equipment; corrective actions
applied in the case of established discrepancies in the provided services;
loading, unloading, storing, packaging, supply and storage of the product;
customer interaction; control over data related to service quality; internal
audits related to service quality; personnel training; statistical methods.

In my suggestion, to list out such important components, the authors
should construct a proper table or put them in a point form so that easy
for the readers to identify. There are a few aspects that required by
organization in developing and implementing the customer standards
indicated by the authors. These aspects need to accurately determined
by every firm. The aspects are customer service types, the cost of
providing alternative services, and measures for measuring and
controlling the services provided. As the authors did not explained in
details what they are, the readers should make a further finding to know
more.

Firstly, customer services types. There are 4 customer service types stated
by Elizabeth Ballou (2018) in her article which is;

Live Answering Services
Interactive Voice Response Representative
Live Chat Support
Email Customer Services

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Secondly, the cost of providing alternative services. It means that the firm
must allocate or invest some money to fulfil the standard of customer
services. Below are few relevant examples that might be encounter by the
company involving cost. (Toister, 2016)

Service discounts given to the customer who received poor services as
compensation.
Possibility of employee attrition to occur is high if the salary the
received did not worth with workload. From here, the company must
find another employee with less experience to full in the customer
service position as well as cost allocation for training program.
Contact reduction is one of ways to reduce cost. Means that, the less
call received by customers, the less cost needed to make a phone call
to customers. That is why it is important to get things done perfectly
so that the customer did not confront with problems.

a) Algorithm for the Development of the Standards Connected with the
Conduct of Officials/Employees to Customers.

In this article, the authors have well-explained about the algorithms or
what need to consider in developing service standards. The algorithm
stated is focusing on employee behaviour towards customer. The in
phases interpretation done by authors really make the readers catching
up the points very well. The articulation used is understandable with no
mind-blowing vocabulary.

First algorithm is field of application which mean the company must have
a specific objective to create a service standard. The second algorithm is
features of conversion. Features of conversion indicates that service
standards should be implemented in a comprehensive manner by
following several indicators. The third algorithm is preparation of
organizational standards of service. This algorithm divided into 4 stages;

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Description of the employee's actions when interacting with the
client.
Development of a system for controlling the compliance of the
employees' behavior with the accepted standards for customer
service.
Changing the motivation of the professionals responsible for the
implementation of the standards.
Implementation of the developed standards.

First Algorithm; Field of Application
To those who wondering, field application is a specific kind of field or
domain which is covered by a particular application. In fact, customer
service standard is a field that require specific application to respond to
any circumstances such as when expensive and prestigious products are
offered which in themselves require a well- thought approach,
representation, delivery, and aftercare, when the organization has several
subdivisions and strives to impose an equally good, familiar, and
customary style of service regardless of the remoteness of the site from
the head office, and when the aim is to ensure fast and quality control of
the high level of service. The tremendous advantage of implementing
standards is that they already set those values, which should match the
behaviour of vendors. In short, customer service standard implementation
helps to define what a customer can expect and to remind management
and employees of the challenge and obligations that they face.

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Second Algorithm; Features of Conversion

Right after the company carry out the customer service standard, they
must ensure that the standard is in the right manner. The authors have
listed out a few ways or guidelines to follow by employer and all the staffs
in order to provide the best and efficient standards.

Preparation of the exact description of the behavior, based on the
service standards
Training of employees for work habits in accordance with the
developed standards.
Training of specialists managing personnel, to be in line with
standards.
Developing a control system to monitor whether employees' actions
are in line with standards.
Development of a system for motivation and stimulation of the
personnel, who have mastered the standards of service.
Implementing samples - preparation of all documentation (provisions,
instructions, quick reference lists) for managers and contractors based
on service standards.

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Third Algorithm; Preparation of Organizational Standards of Service

In stage 1, the customer service employees must prepare an accurate
description of their actions based on the relevant service standard
sections such as telephone conversation, greeting, conducting a dialogue,
exit from a prolonged conversation, communication with an inadequate
client, arranging accounts with the customer, re-visit (standards of
conduct with standing clients), goodbye, and behaviour of staff in conflict
situations. These examples given by authors is enough for the reader to
capture the idea on what should they do as a customer service employee.

Stage 2 indicated the importance of developing a system for a better
outcome. The system must able to obtaining information control about
employee actions and circle of people between the employees in the
organization who are responsible for implementing customer service
standards. Stage 3 discussed about the modification of the motivation
system such as all job descriptions are required to include the control of
the compliance of employee behaviour with service standards, establish a
new pay system and develop and validate incentive rules. Last stage is
about order of standards implementation. Firstly, the authors stated
about conducting a meeting with responsible and professional persons
which is this first method is necessary because during the meeting,
everyone will point out their opinion and suggestions to get the best
result.

CONCLUSION
Overall, the main use of service standards is as a tool to confirm to
management that customers are receiving what they have been
promised. Additionally, service standards and performance against those
standards, should be reviewed regularly with employees as it is important
that they know how the organisation is performing. As a result,
discussions about service standards can often generate ideas for process
improvement to further enhance service delivery.

PAGE 30 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

THE EDUCATION OF RECORDS AND
INFORMATION MANAGEMENT

PROFESSIONALS: A PATHWAY TO
PROFESSIONAL IDENTITY

REVIEWED BY NURIN AMALIN JEFFRY

Based on the article entitled “The education of records and information
management professionals: A pathway to professional identity” that was
written Donald C. Force in 2017, it states that as organizations are
increasingly being challenged continuously with the amount of records
that they have to create and receive everyday, many companies and
organizations are required to employ professionals in records and
information management (RIM) in order to alleviate this pressure. The
author believes that these professionals are important to organizations as
they will lead to growth, productivity and also security by ensuring the
flow of records in a management are accessible, secure and destroyed
when they are no longer needed legally or practically. Furthermore, the
author stated that RIM professionals often go through the struggle of
being recognized as they are normally confused as technology managers,
secretaries, archivists as well as mailroom workers. From a 2017 issue of
the Information Management Journal, it is stated that more attention
should be focused on the RIM professional as it is significantly important
in order to maintain a business system and processes. Thus, the article
contents are focused on the findings based on an online survey of RIM
professionals in the United States which examines their educational
background and also discusses their educational needs.

PAGE 31 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

The article have been divided into five sections which include the history
of the development of RIM profession and the status of its professional
education, methodology used to create and distribute survey and data in
order to understand RIM professionals’ educational background and
needs, findings in the survey, and also limitations that were included in
the study. As for the brief history, the author mentioned that as there is
development in business processes, administrative decisions, and
financial transactions, the importance of records management activities
have developed into more formal processes as organizations start to
employ people who were responsible for controlling forms created by
workers, accepting records, as well as storing them in such way that it
could be accessed and retrieved. There is also evidence that proves that
to support that employers who are responsible for these duties were of
higher status and recognition within society as the value of the role of the
records are important as it is needed to ensure that all of the records
stored have permanent value and is preserved responsibly. The author
also stated that the lack of guidelines regarding RIM education has
prevented it from receiving sufficient attention from other educators and
practitioners. One of the biggest challenges that was stated is that there
is no specific academic research project that has ever created a profile of
the educational backgrounds of RIM professions or even sought to
understand their educational needs.

In this article, the author relied on the A*CENSUS study by developing
questions through an online survey which contained areas that include
demographic information, data about employment profiles, education of
the professionals, training and continuing education and also the career
paths of these professionals. Based on the survey, the author managed to
get participants to answer approximately 40 questions out of 90 that
were made as the author designed the branching options to minimize
the number of questions each participant had to navigate which
eventually reduces the number of survey drop-outs.

PAGE 32 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

The survey consisted of five sections which are demographic information,
educational background, continuing education post-secondary or
graduate, continuing education certifications and continuing education
professional opportunities. Based on the first section which is the
demographic information, the author found that 65% of the participants
identified themselves as woman and the remaining are male. The average
age of the participants were estimated to be 45.5 years old and 92% of
the participants are employed full time and have varied in the number of
years of professional experience as RIM professionals. Based on the
average, participants involved in the survey have 19.4% of experience as
RIM professionals, which was slightly lower than the 22.2 years of
experience of archivists.

Next, in the second section which is educational background, the author
have asked the participants to identify all the degrees which includes
professional and educational certifications, or education programs that
were received in becoming a professional in records and information
management. The author found that all the participants had at least one
degree, which shows a positive finding it is proven that the RIM positions
does require a bachelor’s degree although a master’s degree becomes a
norm for the profession rather than a 'preferred’ degree. In terms of
becoming a RIM professional, the author learned that RIM was not often
the first career choice for many of these individuals. From the research,
the author also found that certifications most likely fill some educational
needs, additional research which is necessary to better understand what
role is needed to be played in order to help RIM professionals complete
their daily task smoothly. Furthermore, in the next section which is
educational knowledge, the participants were able to choose different
topics from their preference and the topics that were chosen represents a
combination of issues which are fundamental to RIM duties such as
classification, records retention and disposition, an also technical topics
such as electronic records and management systems as well as data
analytics.

PAGE 33 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

Based on this, the author was able to analyze the variety of topics based
on the number of years of RIM experience. For example, younger RIM
professionals often feel more comfortable around emerging technologies
and are more adaptive in learning these skills in school as they realize
that in order to be successful RIM professional, they will need stronger
soft skills in order to achieve successful business systems and process.

According to the last section, the author believes that in continuing
education professional opportunities the factors that should be included
are sources of continuing education training, importance of continued
RIM education or training as well as topics of interest that were
mentioned previously. As discussed before by the author, a high number
of RIM professionals earn or were earning their certification as this may be
an indicative of general expectations among employers of RIM
professionals. However, this also may be an indication that educational
programs that are related to records and information management are
not providing sufficient information regarding RIM skills and knowledge.
As the RIM profession is continuing to develop and evolve quickly as it
must be adaptable to ever-changing technological developments, the
author believes that certification and continuous training will allow
professionals to stay informed with the shifting scenery. Thus, the author
was able to identify and differentiate educational needs between the
participants with a certification and those without it, although the
differences are nominal. These results have helped the author to realize
that RIM professionals have a wide variety of educational interest and
needs although not all topics that were listed on the survey may be
essential to new as well as emerging RIM professionals. For instance, the
need of leadership skills may be developed over time as RIM educational
programs would benefit from including a professional development
course that focuses extensively on interpersonal skills. The author believes
that this type of course must must be able to compliment more technical
knowledge which are typically associated with RIM duties which includes
creating and revising retention, disposition schedules as well as
performing data analysis on a record keeping system.

PAGE 34 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

However, the author’s study was not without its own limitations as the
study collected was from a random group of RIM professionals from the
United States. Thus, the findings cannot be generalized to other RIM
professionals other countries. In my opinion, this proves that it might be
difficult to identify the educational needs and perspective of the
profession as different countries uses different methods and may involve
a variety type of certification, courses and training which are related to
records and information systems. Most organizations will only get the best
out of their investment in paying employees if they are able to become
learning organizations. This is because, RIM professionals should be able
to adapt to every change or newly implemented system, so companies
should provide training programs to ensure proper uptake and best use
of the new system and facilities that it has provided. Although the author
have solely mentioned the importance of education background when It
comes to RIM profession, continuous training should also be prioritized.
For instance, new ERMS systems are normally seen to be less than
satisfactory because staff training has been inadequate when they are
implemented. Thus, it shows that without well designed training,
organizations are not able to take the responsibility to nurture employees’
professional development as well as providing an environment that
encourages lifelong learning.

In my suggestion, although the author have stated valid topics that can
be recognized as important in the study, the author should also provide
data based on training that were received by the professionals of records
and information system. Training is also an important aspect in the
growth of employees in an organization, especially when it comes to the
responsibility record keeping education, programs, as well as role and
duties. While focusing on education needs that is required by these
professionals, the prime opportunity of training is being able to expand
the knowledge base of employees as it can contribute to consistency,
increase productivity and adherence to quality standards and also
enhance company reputation and profile.

PAGE 35 ARTICLE REVIEW MANAGEMENT OF
BUSINESS RECORDS

Thus, the author should focus on implementing both training and
education as an important aspect for record and information system
keeping profession as the study mostly mentions on educational needs
that are required by the participants. For instance, the study should also
include other aspects of training such as on-the-job learning, mentoring
schemes, in-house training and also individual study for a more accurate
finding.

In conclusion, the author stated that the education of records and
information management professionals has clearly been overlooked by
scholars and practitioners. The lack of a separate educational track may
be one of the major challenge or threat in order to achieve a long-term
sustainability of the profession as RIM is not considered as a possible
career option for many students when entering programs and only
encounter the profession by chance. However in my opinion, to ensure
the future of professional education programs, efforts to encourage a
lively and pervasive research culture are essential need to be ensured to
truly reflect its approaches in order to continually meet fast changing
environments and technological developments. In order to do this,
education and training is essential to ensure an optimum performance by
practitioners as the concept of education that is held by the profession
needs extension beyond an entry-level qualification in order to embrace a
culture of lifelong learning including higher education and research. This
effort will not only help to make sure the future of professional education
programs in universities for students, but it will also ensure the whole
record keeping profession is known for high levels of competence,
creativity and forward thinking which is the benchmark for information
professions in order to help with business continuity and growth.

NATIONAL AND
INTERNATIONAL POLICIES ON

RECORD
MANAGEMENT &

LECTRONIC
RECORD

MANAGEMENT

01 ISO 15489
RECORDS MANAGEMENT

ISO 15489 is the international standard for
records management. The standard applies to
the management of records in all formats and
provides a framework for organizations
establishing a records management system or
auditing existing policies and procedures.
ISO 15489 describes the characteristics of
electronic records and the systems needed to
manage them, but it does not constitute a set of
requirements for an electronic records
management system. This document consists 2
parts and both were published in 2001

ISO 16175 page | 04

02 PRINCIPLES AND FUNCTIONAL

REQUIREMENTS FOR RECORDS
IN ELECTRONIC OFFICE
ENVIRONMENTS

ISO 16175 is an international standard of principles
and functional requirements for software used to
create and manage electronic records in office
environments. It was published in three parts in
2010- 2011 and derived from the International
Council on Archives (ICA) 'Principles and functional
requirements for records in electronic office
environments'. Consists three parts:

ISO 16175-1:2010, Part 1
ISO 16175-2:2011, Part 2
ISO 16175-3:2010, Part 3

MSS2223-1 INFORMATION

01 AND DOCUMENTATION

RECORDS MANAGEMENT PART 1

This Malaysian Standard is identical with ISO 15489-1:2001, Information and
documentation – Records management – Part 1: General, published by the
International Organization for Standardization (ISO). However for the purposes of
this Malaysian Standard, the following applies:

a) In the source of text, “this
International Standard” should read “this Malaysian Standard”
b) The comma which is used as a
decimal sign (if any), to read as a point;
c) Reference to International
Standards should be replaced by equivalent Malaysian standard as follows

Corresponding Malaysia Standards
MS ISO 9001, Quality management systems – Requirements
MS ISO 14001, Environmental management systems – Specification with
guidance for use
MS 2223-1 consists of the following parts, under the general title, information and
documentation – Records management:

Part 1: General
Part 2: Guidelines

ELECTRONIC

02 RECORDS MANAGEMENT SYSTEM: SYSTEM
SPECIFICATIONS FOR PUBLIC OFFICES

This document articulates a set of functional requirements for Electronic
Records Management Systems. These requirements apply to records
irrespective of the media in which they were created and stored. They are
intended to:

a) Explain processes and requirements for identifying and managing page | 04
records in electronic records management systems
b) Develop requirements for records management functionality to be
included in a design specification when building, upgrading or purchasing
electronic records management system software
c) Inform records management functional
requirements in the selection of commercially available electronic records
management systems;

05 POLICY 1 - RECORD MANAGEMENT POLICY
POLICY NO: GA4; THE UNIVERSITY OF

BRITISH COLUMBIA BOARD OF

GOVERNORS

The purpose of this policy are:
To ensure that the University’s Records are created, managed, retained, and
disposed of in an effective and efficient manner
To facilitate the efficient management of the University’s Records through the
development of a coordinated institutional Records Management program
To ensure preservation of the University’s Records of permanent value
To support both protection of privacy and freedom of information services
throughout the University

POLICY 2: VFA LEARNING; 06
STUDENT RECORD MANAGEMENT
POLICY & PROCEDURE

The purpose of this policy and procedure is to outline
VFA Learning’s approach to ensuring it manages student
information, records and administration effectively.

NATIONAL ACHIEVES OF

07 AUDIOVISUAL MATERIAL

COLLECTION POLICY OF MALAYSIA

The policy is to ensure that national records and
historical records in the form of audio-visuals are obtained,
systematically maintained, and kept in the National Archieves
of Malaysia for present and future generations.

ISO STANDARD 13028 08
IMPLEMENTATION GUIDELINES
FOR DIGITIZATION OF RECORDS

Establishes guidelines for creating and maintaining records in digital format
only where the original paper, or other non- digital source record, has been
copied by digitizing establishes best practice guidelines for digitization.
Applicable for use in the design and conduct of
responsible digitization by all organizations undertaking digitization, either
business process digitization or back capture digitization projects for records
management purposes as outlined in ISO 15489-1:2001 and ISO 15801:2009

page | 04

I

AUTHENTICITY

EFFORTS TO ESTABLISH THAT A RECORD IS WHAT IT PURPORTS TO BE
AND HAS NOT BEEN TAMPERED WITH OR OTHERWISE CORRUPTED
SINCE ITS CREATION; THAT IS, ITS RELIABILITY CAN BE
DEMONSTRATED THROUGH THE VARIOUS PHASES OF ITS LIFECYCLE.
(INDIANA UNIVERSITY BLOOMINGTON)

ACCOUNTABILITY

THE PRINCIPLE THAT INDIVIDUALS, ORGANIZATION AND THE
COMMUNITY ARE RESPONSIBLE FOR THEIR ACTIONS AND MAY
BEREQUIRED TO EXPLAIN THEM TO OTHERS (ARMA INTERNATIONAL)

ARCHIVE

RECORDS, USUALLY BUT NOT NECESSARILY NON-CURRENT RECORDS,
OF ENDURING VALUE SELECTED FOR PERMANENT PRESERVATION, A
COLLECTION OF HISTORICAL DOCUMENTS OR RECORDS PROVIDING
INFORMATION ABOUT A PLACE, INSTITUTION OR GROUP OF PEOPLE.

ARCHIVAL INSTITUTION

THE AGENCY RESPONSIBLE FOR SELECTING, ACQUIRING, PRESERVING,
AND MAKING AVAILABLE ARCHIVES. ALSO KNOWN AS AN ARCHIVAL
AGENCY, ARCHIVES OR ARCHIVAL AUTHORITY/PROGRAM.

(MILLAR, 2009)

BACKUP

THE PROCESS OF COPYING A COMPUTER FILE OR COLLECTION OF FILES
TO A SECOND MEDIUM, USUALLY ON A DISKETTE OR MAGNETIC TAPE,
SO THAT THE DATA ARE SAFE IN CASE THE ORIGINAL FILE IS
DAMAGED OR LOST. THE RESULTING COPY IS ALSO CALLED A BACKUP.
BACKUP COPIES ARE USUALLY STORED ON DEVICES THAT CAN BE
REMOVED FROM THE COMPUTER AND KEPT SEPARATELY FROM THE
ORIGINALS. (MILLAR, 2009)

BUS

IN A COMPUTER ENVIRONMENT, A CHANNEL, PATH OR OTHER
SUBSYSTEM OF A COMPUTER THAT ALLOWS DIFFERENT PARTS OF THE
COMPUTER TO COMMUNICATE WITH EACH OTHER OR THAT TRANSFERS
DATA BETWEEN COMPUTER COMPONENTS. (MILLAR, 2009)

CAPTURE

IN A COMPUTER ENVIRONMENT, THE DELIBERATE ACTIONS THAT
RESULTS IN THE STORAGE OF A RECORD IN A RECORD-KEEPING
SYSTEM, INCLUDING THE REGISTRATION AND CLASSIFICATION OF THE
RECORD AND THE ADDITION OF METADATA ABOUT THE RECORD. FOR
CERTAIN BUSINESS ACTIVITIES, THESE ACTIONS MAY BE DESIGNED
INTO ELECTRONIC SYSTEMS SO THAT THE CAPTURE OF RECORDS INTO
RECORD-KEEPING SYSTEMS TAKES PLACE WHEN THOSE RECORDS ARE
CREATED. (MILLAR, 2009)

CLASSIFICATION

SYSTEMATIC IDENTIFICATION AND/OR MANAGEMENT OF BUSINESS
ACTIVITIES AND/OR RECORDS INTO CATEGORIES ACCORDING TO
LOGICALLY STRUCTURED CONVENTIONS, METHODS AND PROCEDURAL
RULES. (ISO 15489-1:2016)

CLASSIFIED RECORDS

RECORDS THAT HAVE BEEN RESTRICTED IN THEIR CIRCULATION AND
ACCESS BECAUSE THEY CONTAIN INFORMATION THAT NEEDS TO BE
PROTECTED FROM UNAUTHORISED ACCESS. CLASSFIED RECORDS MAY
BEAR SECURITY MARKINGS SUCH AS ‘CONFIDENTIAL’,’SECRET’ OR
‘TOP SECRET’. SOMETIMES ALSO REFERRED TO AS CONFIDENTIAL OR
SECRET RECORDS. (MILLAR, 2009)

CONVERSION

THE PROCESS OF CHANGING RECORDS FROM ONE MEDIUM TO
ANOTHER OR FROM ONE FORMAT TO ANOTHER. CONVERSION
INVOLVES A CHANGE OF THE FORMAT OF THE RECORD BUT ENSURES
THAT THE RECORD RETAINS THE IDENTICAL PRIMARY INFORMATION
(CONTENT).

(ISO 15489, PART 1, CLAUSE 3.7 AND PART 2, CLAUSE 4.3.9.2)

DISPOSITION

• The final state in a record’s life cycle, involving either: destruction
• transfer to inactive storage with destruction at a specified later date
• transfer to the University Archives for permanent preservation

(LIBRARY UNIVERSITY OF WISCONSIN-MADISON)

DOCUMENT

INFORMATION OR DATA FIXED IN SOME MEDIUM, WHICH MAY OR MAY
NOT BE CONSIDERED IN WHOLE OR IN PART AN OFFICIAL RECORD.

DATA STRUCTURE

A SCHEME FOR ORGANIZING RELATED PIECES OF INFORMATION. THE
BASIC TYPES OF DATA STRUCTURES INCLUDE FILES, LISTS, ARRAYS,
RECORDS, TREES AND TABLES. EACH OF THESE BASIC STRUCTURES
HAS MANY VARIABLES AND ALLOWS DIFFERENT OPERATIONS TO BE
PERFORMED ON THE DATA. (MILLAR, 2009)

ELECTRONIC RECORD

INFORMATION CAPTURED THROUGH ELECTRONIC MEANS AND WHICH
MAY OR MAY NOT HAVE A PAPER RECORD TO BACK IT UP. ALSO
CALLED MACHINE READABLE RECORD.

EMULATION

IN A COMPUTER ENVIRONMEMT, A MEANS OF OVERCOMING THE
TECHNOLOGICAL OBSOLESCENCE OF HARDWARE AND SOFTWARE BY
DEVELOPING TECHNIQUES FOR IMITATING OBSOLETE SYSTEMS ON
FUTURE GENERATIONS OF COMPUTERS. (MILLAR, 2009)

EXTRACT

A COPY OF AN ELECTRONIC RECORD FROM WHICH SOME MATERIAL
HAS BEEN REMOVED OR PERMANENTLY MASKED. AN EXTRACT IS
MADE WHEN THE FULL RECORD CANNOT BE RELEASED FOR ACCESS,
BUT PART OF THE RECORD CAN

(THE NATIONAL ARCHIVES (UK), REQUIREMENTS FOR ELECTRONIC
RECORDS MANAGEMENT SYSTEMS, 3: REFERENCE DOCUMENT, 2002)

ELECTRONIC RECORDS MANAGEMENT SYSTEM (ERMS)

AN AUTOMATED SYSTEM USED TO MANAGE THE CREATION, USE,
MAINTENANCE AND DISPOSITION OF ELECTRONICALLY CREATED
RECORDS FOR THE PURPOSES OF PROVIDING EVIDENCE OF BUSINESS
ACTIVITIES. THESE SYSTEMS MAINTAIN APPROPRIATE CONTEXTUAL
INFORMATION (METADATA) AND LINKS BETWEEN RECORDS TO
SUPPORT THEIR VALUE AS EVIDENCE. THE PRIMARY PURPOSE OF AN
ELECTRONIC RECORDS MANAGEMENT SYSTEM IS THE CAPTURE AND
MANAGEMENT OF ELECTRONIC RECORDS.

(NATIONAL ARCHIVES OF AUSTRALIA, DIGITAL RECORDKEEPING:
GUIDELINES FOR CREATING, MANAGING AND PRESERVING DIGITAL
RECORDS, EXPOSURE DRAFT, 2004

FILE PLAN

A CLASSIFICATION SCHEME DESCRIBING DIFFERENT TYPES OF FILES
MAINTAINED IN AN OFFICE, HOW THEY ARE IDENTIFIED, WHERE THEY
SHOULD BE STORED, AND HOW THEY SHOULD BE INDEXED FOR
RETRIEVAL, AND A REFERENCE TO THE APPROVED DISPOSITION FOR
EACH FILE.

FILING

THE PROCESS OF SORTING AND ARRANGING, CLASSIFYING OR
CATEGORIZING, AND STORING RECORDS SO THAT THEY MAY BE

RETRIEVED RAPIDLY WHEN NEEDED.

(LIBRARY UNIVERSITY OF WISCONSIN-MADISON)

FILE TRANSFER PROTOCOL (FTP)

IN A COMPUTER ENVIRONMENT, A TYPE OF UNIFORM RESOURCE
LOCATOR OR URL THAT IS COMMONLY USED TO STORE AND
EXCHANGE LARGE FILES. (MILLAR, 2009)

GROUP

IN A RECORDS AND ARCHIVES ENVIRONMENT, THE PRIMARY DIVISION
IN THE ARRANGEMENT OF RECORDS AND ARCHIVES AT THE LEVEL OF
THE INDEPENDENT ORIGINATING ORGANISATION. ALSO KNOWN AS
ARCHIVES GROUP, FONDS OR RECORD GROUP. (MILLAR, 2009)

GENERAL DISPOSAL SCHEDULE

IN A RECORDS AND ARCHIVES ENVIRONMENT, A RETENTION AND
DISPOSAL SCHEDULE THAT APPLIES TO THE MANAGEMENT OF ALL THE
ADMINISTRATIVE OR HOUSEKEEPING RECORDS THROUGHOUT AN
ORGANIZATION, RATHER THAN TO SPECIFIC OPERATIONAL RECORDS
CREATED BY DIFFERENT FUNCTIONAL UNITS WITHIN THE
ORGANIZATION. (MILLAR, 2009)

HARDWARE

IN A COMPUTER ENVIRONMENT, THE PHYSICAL EQUIPMENT REQUIRED
TO CREATE, USE, MANIPULATE, STORE AND OUTPUT ELECTRONIC
DATA. (MILLAR, 2009)

HYPERTEXT MARK-UP LANGUAGE (HTML)

IN A COMPUTER ENVIRONMENT, A CODING STANDARD THAT ALLOWS
INFORMATION TO BE EXCHANGED ON THE WORLD WIDE WEB BY
DEFINING HOW WEB PAGES ARE FORMATTED AND DISPLAYED.
(MILLAR, 2009)

INDEXING

IN A RECORDS AND ARCHIVES ENVIRONMENT, THE PROCESS OF
ESTABLISHING TERMS TO DESCRIBE AND PROVIDE ACCESS TO
RECORDS AND ARCHIVES. (MILLAR, 2009)

INPUT

IN A COMPUTER ENVIRONMENT, ANY RESOURCE REQUIRED IN ORDER
TO ALLOW A PROCESS TO TAKE PLACE; THE RESULT OF THE INPUT ANF
THE PROCESS WILL BE ONE OR MORE OUTPUTS. (MILLAR, 2009)

MAINTENANCE

IN A RECORDS AND ARCHIVES ENVIRONMENT, THE DAILY CARE OF
RECORDS AND ARCHIVES, PARTICULARLY CURRENT AND SEMI-
CURRENT RECORDS OFFICES OR RECORDS HOUSED IN RECORDS OFFICE
OR RECORDS CENTRES, IN ORDER TO PROTECT THOSE RECORDS FROM
ENVIRONMENTAL HAZARDS OR OTHER PHYSICAL DANGER.

MIGRATION

THE ACT OF MOVING RECORDS FROM ONE SYSTEM TO ANOTHER,
WHILE MAINTAINING THE RECORDS’ AUTHENTICITY, INTEGRITY,
RELIABILITY AND USEABILITY. MIGRATION INVOLVES A SET OF
ORGANISED TASKS DESIGNED TO PERIODICALLY TRANSFER DIGITAL
MATERIAL FROM ONE HARDWARE OR SOFTWARE CONFIGURATION TO
ANOTHER, OR FROM ONE GENERATION OF TECHNOLOGY TO ANOTHER.

(ISO 15489, PART 1, CLAUSE 3.13 AND PART 2, CLAUSE 4.3.9.2)

METADATA

STRUCTURED INFORMATION THAT DESCRIBES AND/OR ALLOWS USERS
TO FIND, MANAGE, CONTROL, UNDERSTAND OR PRESERVE OTHER
INFORMATION OVER TIME. SOURCES: ADAPTED FROM A CUNNINGHAM,
‘SIX DEGREES OF SEPARATION: AUSTRALIAN METADATA INITIATIVES
AND THEIR RELATIONSHIPS WITH INTERNATIONAL STANDARDS’

(ARCHIVAL SCIENCE, 2001)

RECORDS

INFORMATION CREATED, RECEIVED AND MAINTAINED AS EVIDENCE
AND AS AN ASSETS BY AN ORGANIZATION OR PERSON, IN PURSUIT OF
LEGAL OBLIGATIONS OR IN THE TRANSACTION OF BUSINESS

(ISO 15489-1:2016)

RECORDS MANAGEMENT

THE FIELD OF MANAGEMENT RESPONSIBLE FOR THE EFFICIENT AND
SYSTEMATIC CONTROL OF THE CREATION, RECEIPT, MAINTENANCE,
USE AND DISPOSITION OF RECORDS, INCLUDING PROCESSES FOR
CAPTURING AND MAINTAINING EVIDENCE OF, AND INFORMATION
ABOUT, BUSINESS ACTIVITIES AND TRANSACTIONS IN THE FORM OF
RECORDS.

(ISO 15489, PART 1, CLAUSE 3.16)

SOFTWARE

IN A COMPUTER ENVIRONMENT, THE AUTOMATED INSTRUCTIONS
THAT ALLOW A COMPUTER TO MANIPULATE DATA AND EXECUTE
PARTICULAR FUNCTIONS OR TASKS

SECURITY CLASSIFICATION SYSTEM

A SET OF PROCEDURES FOR IDENTIFYING AND PROTECTING OFFICIAL
INFORMATION, THE DISCLOSURE OF WHICH COULD HAVE ADVERSE
CONSEQUENCES. THE SECURITY CLASSIFICATION SYSTEM IS
IMPLEMENTED BY ASSIGNING MARKINGS THAT SHOW THE VALUE OF
THE INFORMATION AND INDICATE THE MINIMUM LEVEL OF
PROTECTION IT MUST BE AFFORDED.

(ATTORNEY-GENERAL’S DEPARTMENT, COMMONWEALTH PROTECTIVE
SECURITY MANUAL, 2000)

VITAL RECORDS

A RECORD NECESSARY TO BEGIN RECOVERY OF BUSINESS AFTER A
DISASTER, AS WELL AS A RECORD NECESSARY TO PROTECT THE
ASSETS, OBLIGATIONS AND RESOURCES OF AN ORGANIZATION OR A
RECORD THAT DOCUMENTS SIGNIFICANT LIFE EVENTS, INCLUDING
BIRTH, DEATH, MARRIAGES AND DIVORCES.

REFLECTIONS

BY NURIN AMALIN JEFFRY

Knowledge gained

Based on the classes I have attended, I Skills learned
have gained a lot of knowledge regarding
management of business records that is The skills that I have gained from this class
important for organizations in order to in particular is reading and carefully
ensure the proper use and protection of interpreting international and national
records. Before taking this standards, as this is important in
subject as an elective, I was not exposed completing the assignments that was
to the importance of records in a business, given. I was also able to identify terms that
however after learning this subject I am are normally used in electronic records
aware that records are essential for all management or business records such as
organizations as technological capture, identification, retention and also
developments increase day by day. With disposition. The tasks and assignments
this knowledge, I am able to identify many that were given have also improved my
aspects of records such as creation, skills in communication as well as working
disposition as well as security. in groups despite the current pandemic,
which requires us to be more attentive and
Experiences focused.

The most memorable experience that I
have gained from this course is the
difficulties in completing the tasks or
assignments that were given. I came to a
realization that finding information that is
related to business records or
management is quite hard as most of it
is outdated. By learning this subject, I
realized that the use and protection of
records are important for an organization’s
growth and productivity. I have also gained
a lot of experiences by learning about this
subject with an online method which can
be difficult at times.

REFLECTIONS

BY FAZNIE HASNIZA MOHD ZANIF

Knowledge gained

I have gained a lot of new knowledge after Skills learned
attending numerous classes on
management of business records and I am The skills that i particularly learned are
completely satisfied as I am able to apply mostly from the tasks that was assigned to
my knowledge in my routine and us. Through the tasks, I was able to
hopefully in the future. I have never practice my skill in the production of e-
realized that managing records could be magazine. Though with multiple
so crucial and advantageous until I learn it applications and websites that may assist
in depth. With this knowledge I am more in the preparation of the e-magazine, I still
aware of the electronic record had to adapt with the facilities that is
management, the processes and the being used and overtime I was able to run
regulations that has to be abide. The tasks the editings smoothly. Other than that, by
that was given to us was also challenging doing our assignmen on policies of
yet insightful which encouraged us to electronic records management, I was able
learn more and implement it later on. to to enhance my analytic skills as mush
attention and skill were required in
Experiences reading through and understanding the
policy. It is also important to be analytic as
The most memorable experience that I it helps in answering the questions given
have gained from this course is the time with great understanding
where I was able to help an acquaitance in
managing their records in the profound
way that I have learned and benefit the
organization. Not to forget, the hardships I
went through in completing my
assignments would definitely be one of the
memorable experience I had. Learning a
new subject is not easy as it seems and it
took quite some time for me to truly grasp
the input from all classes and thankfully I
managed to comprehend it well with the
guidance of my lectur

REFLECTIONS

BY WAN NUR IDAYU BINTI MOHD AZMI

Knowledge gained

Based on the classes I have attended, I Experiences
have gained a lot of knowledge regarding
management of business records that is To be honest, I did not have any idea on
important for organizations in order to what is business records management is
ensure the proper use and protection of all about. The main reason I register this
records. Before taking this course because I am confidence that this
subject as an elective, I was not exposed course will provide the knowledges that I
to the importance of records in a business, am going to use as a health administrator
however after learning this subject I am soon. On week 2 to week 3 of the
aware that records are essential for all semester, it was a very tough weeks for me
organizations as technological because I need to adapt with the thing
developments increase day by day. With that I never crossed in my life. However,
this knowledge, I am able to identify many week by week I manage to get the ideas of
aspects of records such as creation, what is record management by
disposition as well as security. completing weekly task assigned by Dr
Nurussobah. Frankly speaking, this subject
Skills learned is not that difficult if we diligently read the
notes and record management Standards
Firstly, I have learned to practice the skill of together by watching some videos on
searching for information on internet. As we YouTube
know, there were so many sources on internet that explained about the step by step in
but to find for the perfect sources that meet managing the records.
our needs is not an easy task. Not all sources
can be found on internet is free to access and
hence took a lot of time for research. That was
the challenging part that I can tell. Next is the
analysis skill. In assignment, we required to
analyse the 2 national and 2 international
Standards in the prospect of purpose,
obligation level, and functions. The third skill is
coming from assignment 2 which is e-
magazine. Again, I would like to thank to Dr
Nurussobah because has given my friends and
me the opportunity to explore and learn on
how to produce an e-magazine. It was a very
interesting and unique assignment compare
to submitting a normal assignment.

REFLECTIONS

BY NUR ANISAH BINTI PUDDING

Knowledge gained

There are some new knowledge that I Skills learned
gained especially when doing the
literature review. A literature review is
aimed at gaining a better understanding
of existing research and discussion related
to a particular topic or field of study and
presenting that information in the form of
a written report.

A study of literature helps me develop my The skill I gain from doing this review of
professional expertise. This also give me literature is that I can identify the
awareness of important concepts, study required literature and locate it effectively.
methods and experimental techniques In addition, I may also objectively analyse
that are used in my field. the literature references. I also know how
to use the sources I’ve found ethically. In
Another great advantage of literature comparison, analysis and evaluation of
review is that I gained a better scholarly writing, I also improved my skills.
understanding when I learned about how I am also aware of the differences between
to research findings were interpreted and different research methodologies.
debated in particular discipline. I’m
paying attention to what I’m reading and Experiences
doing the same style, writing a discipline
make me more effective. The experience that I gained in this
literature review is I know how to do a
e-magazine. When conduct the literature
review. I tend to do it in the
e-magazine. This opportunity helps me to
explore more about the knowledge of
technology and helps me know better in
doing literature review. Then, I also
find a ways to finding a relevant material
to helps me to do this e-magazine.

Others

https://www.youtube.com/watch?v=CjjNEO6HMV8
https://www.youtube.com/watch?v=7p6VtRdCAJw
https://m.youtube.com/watch?v=4XvhtcT0We