5 key considerations webinar - smarsh.com › media › text-messages-and... · 12 the burden of...

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November 14, 2017

5 KEY CONSIDERATIONS: TEXT MESSAGES AND PUBLIC RECORD COMPLIANCE FOCUS ON:

MOBILECOMMUNICATIONS

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SR. DIRECTOR, PRODUCT MARKETING& CHIEF EVANGELIST

MIKE PAGANISMARSH

PRESENTERS FOR TODAY'S WEBINAR

DIRECTOR, MOBILE PARTNER & CHANNEL SALES

MIKE BANYRASMARSH

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WHO WE ARE& WHAT WE DO

COMPREHENSIVE Archiving Platform

Leader

• Founded in 2001 with 20,000+ customers

• Focus on regulated industries - Financial Services, Public Sector, etc.

• Recognized Leader in Gartner EIA Magic Quadrant and Forrester Wave for Archiving Technologies

ONE Archive for ALLCommunications

Content Types

• A single “search-ready” archive for all unstructured communications data

• Email, text/mobile and IM messages

• Web, social media and video/audio

• All retained in proper content-type specific context - not converted to an email format

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WHAT ARE THE ISSUES AND DRIVERS?

• Sheer volume of electronic communications• Diversity of communication types and channels• Millennials and Gen-X factor (community AND employees)• Use of personal devices, accounts and channels• Lack of formal usage policies, gaps in retention and

inability to respond to records requests in a timely manner• Too many manual processes and activities

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RECENT HEADLINES INVOLVING SMS COMMS

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MOBILE USAGE STATS

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MILLENNIALS AND TEXTING

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Source: OpenMarket.com

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2017 ALREADY WELL AHEAD OF 2016

Source: foiaproject.org

FOIACourtCasesFiled

CasesFiled

Defendants(agenciessued)

Documents CasesFiled

Defendants(agenciessued)

Documents

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Traditional approaches are not keeping pace and don’t safely ENABLE usage benefits

Adopt restrictive polices that employees disregard

Deploy multiple point products that leave gaps

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5 KEY CONSIDERATIONS

RespondingtoFOIArequestsCreatingeffectivecommunicationpoliciesFindingtherightdeviceownershipscenarioMobiledevicemanagementAutomateasmuchaspossible

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THE BURDEN OF RESPONSE

The NARA Capstone Approach and Capstone General Records Schedule (GRS) clarify guidelines and timelines for electronic records retention. By the end of 2019, federal agencies must manage all permanent records in an electronic format. This approach is meant to:

• Reduce reliance on paper files• Comply with federal FOIA requirements• Increase visibility and agency transparency by providing easier access to

public records• Reduce costs of responding to records requests

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Responding to records requests is solely the responsibility of the agency. The problem is many agencies continue to tackle the burden of retaining communications and responding to records requests by using traditional, antiquated manual processes.

Citizenmakesrequest

ClerkassignsrequesttoAdmin

Adminsubmits

requesttoIT

ITSearchesforrecords

ITlocatesandgivesrecordbacktoAdmin

AdmingivesrecordtoClerk

Clerksendsittolegalforreviewandredaction

LegalsendsitbacktoClerk

Clerkreleasesrecordtocitizen

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POLICY RECOMMENDATIONS

üBe clear and explicit (e.g. the following are “allowed”, all else NOT)

üTraining is CRITICAL (at regular intervals, for new hires and when there are any updates)

üUse a system that leaves an audit trail proving employees are aware

üProhibit iMessage / “over the top” apps

üKnow your state’s record laws

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SMS RECORD RETENTION DO NOTS

üTo maintain SMS metadata don’tüUse screenshots of phoneüForward texts to emailüRely on wireless carriers (3-5 days)üExport messages to an excel file

New Jersey Supreme Court Holds that Public Records Metadata Are Themselves Public RecordsNov 6, 2017

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PROBLEM: APPS THAT CIRCUMVENT ARCHIVINGSome apps are designed to destroy or hide encrypted messages. These are impossible to archive and can lead to litigation, scandals, and community distrust.

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DATA HIGHLIGHTS FROM OUR RECENT SURVEYForallowedmobiledevices,how

confidentareyouthatyouarecapturingandarchivingallwork-relatedcommunications

sentviathesedevices?

56%

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SAMPLE RECORDS RETENTION POLICY TEMPLATE

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TEXT MESSAGE ARCHIVING – THE TWO MODELS

Long-term ArchivingIndexed and Search-Ready

The Archiving Platform™

BYOD with CONTAINERIZATION EMPLOYER ISSUED DEVICES with SMS texting plan

AT&T,Verizon,U.S.Cellular,etc.

NOTE:SMS Text Messageson Apple iOS devices

AutomatedCaptureü Retainü Reviewü Search ü eDiscoveryü Produce

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MOBILE DEVICE MANAGEMENT

üThe purpose is to manage the environment over all devicesüRemote wipeüLock devicesüGPS trackingüRestrict appsüSettings (e.g. Disable iMessage with Apple DEP)

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RespondingtoFOIArequestsCreatingeffectivecommunicationpoliciesFindingtherightdeviceownershipscenarioMobiledevicecarriersandtheirroleinyourstrategyAutomateasmuchaspossible

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Responding to records requests is solely the responsibility of the agency. The problem is many agencies continue to tackle the burden of retaining communications and responding to records requests by using traditional, antiquated manual processes.

Citizenmakesrequest

ClerkassignsrequesttoAdmin

Adminsubmits

requesttoIT

ITSearchesforrecords

ITlocatesandgivesrecordbacktoAdmin

AdmingivesrecordtoClerk




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• Device OS combinations• Carrier and plan combinations• Employer issued and BYOD• Automated direct carrier capture

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KEY SOLUTION COMPONENTS

Plus...avoiding vendor/solution sprawl

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HIRING MORE STAFF IS NOT THE SOLUTION

Citizenmakesrequest

ClerkreviewsrequestandSearchesonSmarsh




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GOVERNMENT USE CASES

ValueAdded:

HR

HR has a value added bonus. Internal employee investigations will be much easier with all employee electronic communications in a search ready state. Avoid he said she said scenarios.

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SIMPLE SEARCH SCREEN – EASY CAPTURING, INDEXING & EXPORTING

RETAIN RESPOND

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TYPICAL BLENDED SEARCH RESULTS EXAMPLE

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SUMMARY/KEY TAKEAWAYS

1Restrictive and prohibitive policies are not working – your people will use text messaging (internally AND with clients)

2Which device used, network and/or account ownership does not matter for legal and regulatory compliance purposes

3Deploy a comprehensive solution that spans all devices/networks/ownership models and does NOT create silos in the process

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WWW.SMARSH.COM/WATCH-IT-WORK/See what an automated solution for archiving, eDiscovery and records management looks like. Attend Watch it Work: Smart Archiving for Smart Government to learn how cities and counties are meeting their electronic communications retention obligations and simplifying records requests.

• In-depth,click-by-clickdemosoyoucanseeefficienteDiscoveryandpoliciesinaction

• 3real-worldscenariosshowcasingTheArchivingPlatform• Noselling– justademo

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THANK YOU - QUESTIONS ?

PolicyTemplate– http://smar.sh/2t5WZlF

PublicSafetyGuidetoTextMessaging– http://smar.sh/2tnDUPs

2017PublicSectorTextMessageGuidetoPolicyandRetention– http://smar.sh/2o7QNFR

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