IMPROVING RECORDS MANAGEMENT AND SECURITY Contracts, memos, paper files, electronic files, reports, emails, films, instant message logs, and database records MANAGEMENT OF BUSINESS RECORDS WWW.BUSINESSRECORDS.COM DISASTER RECOVERY PLAN THE ADOPTION OF ERMS CUSTOMER SERVICE IS BETTER WITH RECORDS MANAGEMENT
Table of 01 Letter From Editors 05 What is Records management 10 How Customer Service Is Better With Records Management 15 Disaster Recovery Plan 23 Issues and Challenges in Record Management
Editor’s Note I'm glad to be able to offer my thoughts and opinions in this magazine. Customer service can help improve record management. It can improve the customer's experience with the product or service, even increasing their trust in the company's ability. I hope this sharing teaches you something new. LOVE, BALQIS AssistantEditor BUSINESS MAGAZINE PAGE 3 NURFATIMAH BALQIS SITI NUR ADILA In this issue, we would like to tell you a little bit about document record management. I hope that with this magazine, it will bring a lot of benefits to the reader and open the eyes of people out there on how properly managed document can give a great impact to an organization. Happy reading! LOVE,ADILA Editor-inChief
Editor’s Note We appreciate the ride. This issue focuses on document management. Plus, the importance of organizing one. Also, as things have evolved, organizations that still use paper to copy and save important documents are a minority. Reading our magazine may help you handle yours. LOVE, WALIYAH Author Being apart of this magazine has taught me a lot about document management. Various ways can be done to reduce operating costs. What is written in the magazine is foremost the best. I hope with the humble sharing of mine will aid you manage your documents in the future. LOVE, SYAMIRA Author SITI NUR WALIYAH PAGE 4
WHAT IS RECORD MANAGEMENT? 13/07/2023 #12 The majority of records are now created and stored in electronic format or within electronic systems, as opposed to the traditional paper, microfilm, or microfiche formats. Since the 1980s, a lot has changed with regard to how records are updated, the media on which they are kept, and the methods in which they are used. Technology advancements enable adjustments to corporate practices. Numerous dangers to the security of organizations and their information systems exist, including computer-assisted fraud, sabotage, vandalism, theft, fire, and flood. The harm brought on by breaches like computer viruses and hackers is growing more frequent and sophisticated. Organizations are becoming more and more exposed to and vulnerable to security risks as a result of their dependence on information systems and services; security concerns weren't always the top priority in system design. The study will examine the numerous ways that new media have benefited security and record-keeping. Records management is the supervision and administration of digital or paper records, regardless of format. The processes involved in records management include their production, receiving, upkeep, usage, and disposal. A record is information that describes a commercial transaction in this context. Contracts, memos, paper files, electronic files, reports, emails, films, instant message logs, and database records are all examples of documentation. Physical boxes can be used to store paper records either on-site or at a storage facility. Digital documents can be kept on local or cloud storage media.In order to ensure the systematic administration of all records and the information they contain throughout their lifecycle, records management is an established theory and practice. Oxford Learners Dictionary, defined records management as the activities designed to control the life cycle of a record from its creation to its ultimate disposition. #12 PAGE 5
Article By Siti Nur Adila Binti Sheikh Mokhtar Classification of Records Classification by Value of the Record to the Firm Classification by use Common documents can be found on paper, on optical or digital storage media, or on an organization's intranet pages. These records include correspondence (letters and memos), reporting forms, and books. These records may be delivered to an organization by ordinary mail or email. via fax machines, express delivery services, or computer networks like the internet and intranets. Oral records, which record human speech and are kept on cassettes and other magnetic media, are another sort of record. Additionally, records are kept on film, microfilm, CDs, DVDs, videotapes, and pictures. Read and Ginn (2007), opined that Records are classified in three basic ways: The importance of records to the company is assessed by a management. Some records are so important to a company that they need to be protected with extra care. Both transactional and reference papers fall under this category. Invoices, requests, buy and sales orders, bank checks, and other records used in daily business operations are examples of transaction documents. Reference papers include information needed, such as business letters, reports, and interoffice e-mail. Both internal and external records are meant by this. In order to be used outside of an organization, an external record is made. Examples of these records include letters, faxes, or emails sent to different government agencies, clients, suppliers, or customers. A bigger category of documents categorized by the location of use is internal records. Information required to run an organization is contained in internal records. Classification by Place of Use ARTICLE REVIEW 13 July, 2023 University of Nebraska PAGE 6
When operating systems or software programs are altered or upgraded, a proactive maintenance plan should be put in place to guarantee that current digital records are legible for future usage. Electronic records must be shielded from unintentional or deliberate modification as well as deletion while the record is still valuable. Data loss can happen when a system malfunctions. Organizations should make sure backup copies are kept and kept in a different place as a result. In addition to technology, organizations must invest in risk assessment, policy formulation, training, management techniques, and other initiatives. Records-keeping procedures should adhere to statutory and regulatory obligations, as well as international, national, and local standards and best practices for electronic record-keeping. Adequate system controls, including audit trails, regular system software and hardware testing, and protocols for gauging the correctness of data input and output, should be included in electronic record keeping systems. Electronic records should only be created, captured, or deleted by authorized individuals. When using computers, confidentiality can be preserved by assigning a password to a file or document, making it challenging for a user who does not have the password to access the file. Electronic records should be reliably and securely stored in their electronic form since doing so will best preserve the context and structure of the data and make access to them easier. ADVICES PAGE 7
Transferring Records: All essential security measures should be implemented to protect data/information in transit if it needs to be delivered to a third party or other location, either inside or outside the company. This entails packaging and mailing properly, as well as sending in the most suitable format. Access to Records: Depending on the content of the record, a record may require a different level of protection. Some records might only be mildly sensitive, necessitating minimal or no security. Others will be extremely sensitive and require great security. A record's level of sensitivity should determine how accessible it is. You must consider who requires access to the record and who should have access to it after determining how sensitive information is. Authenticity of Records: It will apply to both paper and digital documents. Maintaining the integrity of electronic records, such as those preserved on email or data in a database, which may both be quickly altered, presents some unique challenges. Controlling access to the record or data should be one of the precautions performed. Knowing who is in charge of and has access to the record or data, preventing malicious or unintentional change to the greatest extent feasible, regularly evaluating the veracity of the data or information recorded. Preservation of Records: In order to keep records secure, organizations should think carefully about whatever format or medium to use. And in order to prevent loss, they might need to backup their documents, especially if they are crucial or otherwise important to the organization. MEASURES USED TO PROTECT RECORDS Security is the level of defense against risk, loss, and thieves. It should go without saying that records need to be secured against theft and illegal access. The chosen storage strategy determines the security strategy in its entirety. When using computers, confidentiality can be preserved by assigning a password to a file or document, making it challenging for a user who does not know the password to access the information. Nowadays, most businesses keep their data on computers, freeing up space in the office. RECORD SECURITY Location of Records: Records need to be kept both electronically and physically in a safe and secure manner. When unattended, sensitive documents shouldn't be left on the desk or computer screen. When records reach the end of their useful lives, organizations should think about the best way to dispose of them. PAGE 8
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The key to customer service is records management Customers in the modern, digitally savvy age interact with customer service through a multitude of touchpoints and platforms. They no longer limit their inquiries to the oldfashioned methods of customer care, like telephone and actual contact centres. For instance, a customer of a major clothes retailer wants a prompt response to her Facebook Messenger question. A potential customer of a luxury company is curious about the cost of the most recent Instagram design. On their mobile devices, online customers seek to make a transaction and view the history of previous transactions. Do you have a multichannel consumer interaction programme in place? Will your clients receive prompt responses to their questions? By Nurfatimah Balqis How Customer Service is Better with Records Management PAGE 10
c c o r d i n g t o a Pw C s t u d y, 3 2 % o f c u s t o m e r s s t a t e d t h e y w o u l d a b a n d o n a f a v o u r i t e b r a n d e v e n a f t e r a s i n g l e n e g a t ive e x p e r i e n c e . I t i s t i m e f o r b u s i n e s s e s t o c h a n g e t h e i r a t t i t u d e t o c u s t o m e r s e r v i c e . A R e s p o n d t o c l i e n t i n q u i r i e s m o r e q u i c k l y C u s t o m e r s f r e q u e n tly c o m plain t h a t s u p p o r t e m plo y e e s t a k e t o o lo n g t o r e a c t t o t h eir in q uirie s. A long wait time equals a bad customer experience. Improved record management ensures that teams have easy access to information pertinent to a customer's enquiry, resulting in faster, more accurate responses. Self-help chatbots excel in quickly responding to simple customer inquiries. They save time and allow the team to focus on more complex issues that cannot be addressed by automation. Obtain pertinent customer information Records management gives your customer service staff with real-time information. It guarantees that agents reply to client inquiries as soon as possible. Fast, trustworthy information accessible via many touchpoints improves the quality of the customer experience. Access to pertinent client data enables support personnel to provide a great customer experience long after the initial sale has concluded. Email marketing, for example, is a fantastic way to engage with existing consumers. Personalised emails that reflect client preferences, as well as personalised offers based on past purchase history, have a high ROI. To perform successful email marketing, consumers' records must be managed in a systematic manner. P A G E 1 1
Reduce the cost of customer service Records management that is efficient introduces cost-effective methods of storing information. It boosts staff productivity and improves operational efficiency. It lowers customer service costs and improves the company's brand image. Make better decisions easier According to research, real-time data-driven business decisions have a favourable influence on bottom lines. Decision-makers benefit from rich, real-time data provided by record management systems. This enables them to compete effectively in a changing business environment. Keep and safeguard sensitive records Records management systems properly protect and keep vital consumer records. Well-managed records reduce the risk of lawsuit due to document loss and avoid sensitive information data breaches. Environmental disasters and accidents can be easily recovered using mature disaster recovery practices. PAGE 11
Make your customer records digital The transformation of physical documents into digital format is the first step towards better records management. Use the services of a professional document conversion business if the number of documents is substantial. This guarantees that the procedure is carried out safely, quickly, and economically. Documents can then be digitised in-house using highquality scanning devices in the future. Invest in a document management system Arrange all of your documents Using Cloud technology, you may access your records from anywhere Make every record searchable Reduce record excessive Reduce the possibility of accidental record destruction The following step is to use a document management system to organize digital records. This enables you to: How to make records management more effective? Create a successful records management procedure to profit from the advantages Positive experiences for customers are now highly valued by businesses. It increases brand value, influences purchase decisions, and boosts customer loyalty. According to the Salesforce State of Service Report (2019), 80% of customers value their interactions with a company as much as its products. This has far-reaching ramifications for customer service and records management trends. PAGE 12
IMPROVE CLIENT SATISFACTION THROUGH IMPROVING RECORDS MANAGEMENT One of your company's important differentiators is how your customers perceive your brand. Improve your client service by streamlining your record-keeping. Customers who are satisfied are loyal customers, which is good for company. Get a free estimate right away to start moving towards improved record management! "Your customer doesn't care how much you know until they know how much you care" Damon Richards PAGE 13
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What is Disaster Recovery Plan ? By Siti Nur Waliyah Binti Rosli - Elon Musk - A disaster recovery plan (DRP), disaster recovery implementation plan, or IT disaster recovery plan is a documented policy or process that assists an organization in executing recovery processes in response to a disaster in order to protect business IT infrastructure and, more broadly, promote recovery. Some people don't like change, but you need to embrace change if the alternative is disaster. A disaster recovery plan's objective is to thoroughly explain the consistent measures that must be taken before, during, and after a natural or man-made disaster so that the entire team can implement those actions. A disaster recovery plan should address both purposeful and unintentional man-made disasters, such as the consequences from terrorism or hacking, as well as accidental disasters, such as equipment failure. PAGE 15
TYPES OF DISASTERS 01 NATURAL DISASTERS earthquakes, floods, tornados, hurricanes, or wildfires 02 OTHER INTENTIONAL, HUMAN-CAUSED THREATS SUCH AS TERRORIST OR BIOCHEMICAL ATTACKS 03 CYBER ATTACKS malware, DDoS, and ransomware attacks 04 TECHNOLOGICAL HAZARDS power outages, pipeline explosions, and transportation accidents 05 MACHINE AND HARDWARE FAILURE PAGE 16
Benefits of a disaster recovery plan Cost-efficiency Stronger business continuity Better compliance Obviously, a disaster recovery plan outlines options for minimizing disruptions and quickly resuming activities in the event of a calamity. It is a critical component of the business continuity plan and should be designed to prevent data loss while allowing for adequate IT recovery. Achieving cost-efficiency goals necessitates frequent maintenance of IT systems in optimal condition, high-level threat assessments, and the application of innovative cybersecurity solutions. Keeping software up to date and systems in good working order saves time and money. Adopting cloud-based data management as part of disaster recovery strategy will help to cut backup and maintenance expenses even further. When your business goes offline, every second counts, affecting productivity, customer experience, and your company's reputation. Disaster recovery protects important business processes by guaranteeing they can recover with little or no downtime. Disaster Recovery Planning aids compliance by considering potential risks and developing a set of precise procedures and safeguards for your data and workloads in the case of a disaster. This often comprises strong data backup practices, Disaster Recovery sites, and testing your Disaster Recovery plan on a regular basis to ensure that your organization is prepared. PAGE 17
Increased productivity Enhanced security Faster recovery As a disaster recovery plan requires, designating precise roles and tasks, as well as accountability, boosts your team's efficacy and productivity. It also ensures redundancies in personnel for key tasks, improves sick day productivity, and lowers turnover costs. Data backup and other methods are used in disaster recovery plans to boost your security posture and reduce the effect of attacks and other security issues. Cloud-based disaster recovery solutions, for example, include built-in security features such as enhanced encryption, identity and access management, and organizational policy. Disaster recovery solutions make it easier to restore your data and workloads, allowing you to resume business operations swiftly after a catastrophic occurrence. To minimize delay and data loss, disaster recovery strategies often rely on data replication and automatic recovery. Easy to do are things that are bad and harmful to oneself. But exceedingly difficult to do are things that are good and beneficial. PAGE 18
W ay s t o d e v e l o p a d i s a s t e r r e c o v e ry p l a n Fir s t , d o a ris k a s s e s s m e n t a n d b u sin e s s im p a c t a n aly sis ( BIA ) t h a t c o v e r s a wid e r a n g e o f p r o b a ble dis a s t e r s. A n alyz e e a c h f u n c tio n al component of the organization to establish alternative outcomes ranging from "middle of the road" eventualities to "worst-case" scenarios such as total building loss. Robust disaster recovery plans establish goals by identifying risks in advance as part of a larger business continuity strategy, allowing vital business operations to continue for customers and users while IT manages the event and its aftermath. A disaster recovery plan is created in a series of steps. Although these may differ slightly depending on the organization, the following are the basic disaster recovery plan steps: Next, create priorities for operations and processing by assessing each department's important needs. Prepare written agreements for selected alternatives, including details specifying all special security procedures, availability, cost, duration, compatibility guarantee, hours of operation, what constitutes an emergency, non-mainframe resource requirements, system testing, termination conditions, a procedure notifying users of system changes, personnel requirements, specs on required processing hardware and other equipment, a service extension negotiation process, and a service extension negotiation process. Risk assessment Evaluate critical needs P A G E 1 9
CONT. Set disaster recovery plan objectives To plan for business continuity, make a list of mission-critical processes and then decide which data, applications, equipment, or user accesses are required to support those functions. Determine the recovery time objective (RTO) for each function based on the cost of downtime. This is the maximum amount of time in hours, minutes, or seconds that an operation or application can remain offline without having a negative impact on the business. Determine the recovery point objective (RPO), or the point in time from which the application must be recovered. This is the maximum amount of data that the organization can afford to lose. Collect data and create the written document lists inventories schedules for software and data files backup/retention procedures for system restore/recovery temporary disaster recovery locations other documentation, inventories, lists, and materials Collect data for your plan using pre-formatted forms as needed. Data to collect in this stage may include: Test and revise Next, create criteria and processes for testing the plan. This is necessary to ensure that the organization has implemented compatible, practical backup methods and infrastructure, as well as to identify areas that should be improved. It also allows the team to be trained and demonstrates the significance of the Disaster Recovery Plan and the organization's ability to survive crises. Finally, put the strategy through its pace using the criteria and methods. Perform an initial dry run or structured walk-through test and troubleshoot any issues, preferably outside of typical operational hours. Types of business disaster recovery plan tests include disaster recovery plan checklist tests, full interruption tests, parallel tests, and simulation tests. PAGE 20
S T R A T E G I E S A N D T O O L S Secure, climate-controlled computer room environment with backup power supply Connectivity to a service provider Hardware such as desktop and laptop computers, networks, wireless devices and peripherals, and servers Software applications such as electronic mail, electronic data interchange, enterprise resource management, and office productivity Traditional on-premises recovery strategies Disaster recovery solutions for IT applications, systems, and data should be developed by the IT team. Desktops, data, networks, connection, servers, wireless devices, and laptops are all included. Determine which IT resources support time-sensitive business activities and operations and ensure that their recovery timeframes are consistent. Connectivity, data, hardware, and software are all required for information technology systems. Because a single component might cause the entire system to fail, recovery techniques should account for the loss of one or more of these system components: PAGE 21
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Article Review By Nur Syamira The implementation of an electronic record management system The Adoption of ERMS ICT has long helped businesses expand and provide services. These operations are then documented in crucial documents that the corporation may need to prevent legal and other concerns. Electronic documents are valuable and must be handled carefully and with a good system to avoid loss, manipulation, or damage. Azlina et al. (2017) found that performance expectancy, effort expectancy, facilitating conditions, social influence, and behavioural intention influenced Malaysian government employees' acceptance of electronic document and records management systems (EDRMSs). An Electronic Records management System (ERMS) can give managers instant access to documents and longdistance delivery of services within the same business via archived emails. It ensures firms act responsibly and transparently. Several studies in developed and developing countries like China, the United Kingdom, the United States, South Africa, Malaysia, and Yemen have sought to improve record equity and efficiency (Akuffo and Adams, 2016; DesRoches et al., 2013; Johnston, 2017; Nguyen et al., 2016). Although several prior studies have highlighted characteristics that influence users' intentions to use or adopt an ERMS in various contexts, most have not focused on critical elements that influence acceptance in terms of improving accountability and the audit process (Mukred et al., 2019). A detailed investigation is needed to test and discover the associated problems that ensure an ERMS will be trusted, accepted, and employed for record management (Campbell, 2016). ERMSs categorise, locate, and destroy documents (Smallwood, 2013). ERMSs increase record quality, efficiency, and equity. The system makes data and records more accessible. Issues and Challenges in Record Management: 2023 A literature study shows that there is much current research on ERMSs, but few focus on identifying characteristics that influence ERMS adoption and use in low- and middle-income countries and how they may help top management construct their records system. Research has examined ERMS adoption's wide range of factors. Introduction PAGE 23
Various definitions of electronic record management systems (ERMS) and electronic document management systems (EDMS) are provided in the table above. The electronic record management system (ERMS) and the electronic document management system (EDMS) are therefore two distinct systems. The electronic record management system (ERMS) can avoid any problems that can affect its contents, such as loss, modification, and harm, by implementing an appropriate system. In the meantime, electronic document management systems (EDMS) can reduce the loss of documents between departments, illustrate the flow path, speed, accuracy, and transparency, and lower the percentage of damaged and destroyed files. Regardless of the various definitions of record management, both systems are essential. DEFINITION PAGE 24
THE ISSUES AND CHALLENGES IN ERMS IMPLEMENTATION 08/08/2022 Wei Mei Pan raises a second problem in her work "The Implementation of Electronic Recordkeeping Systems: An Exploratory Study of Socio-Technical Issues." The intention of this essay is to enhance communication by changing readers' perspectives about their work methods and the resources they employ. Information or records specialists are part of the solution, and users' appropriation of electronic recordkeeping systems is a complex process that can be facilitated by understanding the value accorded to information and records by users, understanding users themselves, engaging users in the development and implementation of the system, and so on. According to the article "The Reality of the Application of Electronic Document Management System in Governmental Institutions an Empirical Study on the Palestinian Pension Agency," the primary goal of record management systems is to ascertain the current state of the implementation of such a system within government agencies. Researchers conducting a case study of the Palestinian Pension Authority's use of electronic document management systems in government institutions found no statistically significant differences in the population as a result of retirement age. PAGE 25
Article by Kassab Mohammed Khair, Abu Naser, Samy Al Shobaki, and Mazen titled "The Impact of the Availability of Technological Infrastructure on the Success of the Palestinian Pension Authority's Electronic Document Management System" addresses the fourth problem. This article examines the role that the Palestinian Pension Authority's IT infrastructure plays in the effectiveness of the latter's EDM system. This proves that the organisation is capable of putting in place the necessary infrastructure and modifying electronic documents to work within the management framework. Acceptance of electronic document management systems (EDMS) is the topic of the fifth installment of Ahmet Ayaz and Mustafa Yanartas's analysis of the UTAUT. Their research aims to test, using a model that combines UTAUT and the TAM model, the factors influencing users' intents to use a mobile electronic health records (EHR) system. As a result, they recommended giving top priority to workflow features that boost individual performance during the rollout of mobile EHR systems. Article by Yusuf Yalcin Ileri and Ozer Arik titled "Investigation of Resistance, Perception, and Attitudes of Employees Against Change in Information Systems Using a Change Management Approach: A Study in a University Hospital" serves as the inspiration for the sixth edition. Hospital information processing and automation unit is the focus of this paper, which suggests initial resistance to HIS replacement on the part of physicians. As can be seen from the outcomes, resistance gives way to adoptionof innovationwhen workers are made aware ofthe consequences and benefits of utilising HIS. The Issues and Challenges in ERMS Implementation I S S U E S C H A L L E N G E S PAGE 26
A E S T H E T I C 2 0 2 3 I N S P I R A T I O N
Keeping records is mostly done to aid in decision-making. As a result of new media, the amount of information that is available in digital form is continuously growing. The practice of maintaining an organization's records from the time they are created until they are eventually disposed of is known as records management. A record could either be a physical item or digital data. Information needs to be protected from unauthorized users. Records management is typically applied in accordance with the value of the records rather than their physical format and is primarily concerned with the proof of an organization's operations. Records can be electronically managed and controlled from reception or creation through processing, storage, and retrieval, all the way to disposal, thanks to new media in records management. The benefit of such a system is that it enables all records administration duties to be carried out with a minimal staff. c o ncl u s i o n PAGE 28
E F E R E N C E S Improving Records Management And Security For Successful Business Performance: The Role Of New Media. (2020, January 4). UNL Digital Commons. Retrieved July 16, 2023, from https://digitalcommons.unl.edu/cgi/viewcon tent.cgi?article=7031&context=libphilprac R What is a Disaster Recovery Plan? Definition and Related FAQs. (n.d.). Druva. https://www.druva.com/glossary/what-is-adisaster-recovery-plan-definition-andrelated-faqs What is Disaster Recovery and Why Is It Important? | Google Cloud. (n.d.). Google Cloud. https://cloud.google.com/learn/what-isdisaster-recovery Issues and challenges in record management: The adoption of ERMS - IJAFB. (n.d.). http://www.ijafb.com/PDF/IJAFB2022-42-08-28.pdf MESHDS. (n.d.). How Customer Service Is Better With Records Management. Blog.mesltd.ca. Retrieved July 16, 2023, from https://blog.mesltd.ca/how-customerservice-is-better-with-records-management PAGE 29
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