Are You Promoting Your Records Management Services Enough?

Rhonda Healey - President - Records Management Institute. June 1999

In recent years with significant reductions in resources and budget, the records management staff in many institutions have been severely reduced. In so doing, services also had to be reduced and the marketing of such services has been curtailed. Although this is the case, we must promote and sell records management services again. Well, how do I do it with less resources?

Some institutions have started contracts or service level agreements with their clients to ensure that services being provided are well understood as well as the costs associated with the service. This in turn allows the client to realize that a legacy or backlogged records that need to be dealt with separately under different circumstances since the records may well be copies, reference material, or simply versions that were kept as individual crutch files. This also increases the awareness of records services, the life cycle of records, the absolute necessity of disposing of records regularly through a disposition program. It serves the records organization well within the institution by getting an understanding and support from the management team.

Additionally, out sourcing or contracting is becoming a way of getting the records under control when the permanent records staff have been severely reduced. These services allow the Records Manager to hire staff and get things back on track again, by having the experienced staff provide guidance, policy, and instructions and having the contract staff assist with the backlog and the conversion of records sitting in back log which could not be reviewed due to the lack of staff. It is necessary to inform program officials of their responsibility to contribute records regularly to the corporate inventory so that such backlogs do not continue to be the norm. It is essential for institutions to know where the records are for Access to Information and Privacy requests, not to mention the day-to-day decision making.

Get in contact with the human resources area of your department or company and provide them with information (pamphlets, etc.) about your records management program, contacts, and the necessity of depositing the records as they create records related to a particular program. It should include the benefits and reasons for such requirements. This information then can be provided to new staff hired. They will receive the right information and know how to be an effective user of the records management system.

Use your e-mail system, it is another method of providing a personalized welcome to staff whether they are on secondment, assignment or recently hired. It can be an orientation of how to use the services your records management program provides. It can also be a communication device for the new, enhanced, or amended practices your program has put in place. Always follow up to ensure the person is comfortable with the practices proposed and the reasons for them.

Get yourself professionally involved with the program personnel and attend meetings of the management committee to provide them with informed information about your program, the importance of it, the necessity to have their full cooperation and support. Get the confidence of the staff and stay informed about their issues, problems, and look for solutions. In return, they can count on reliable records that will be well managed. Sell, sell, sell and deliver the records. Be willing to be flexible but accountable.

Write profiles of your records management personnel for newsletters, counter top distribution, pamphlets, introducing them and indicating their background. It will make them proud and also your program people will become better acquainted with their qualifications and achievements. Something like employee of the month award for outstanding service and products. If your institution or company has an intranet, use it to publicize your services, put up your policies, or post helpful hints or reminders for staff in relation to maintaining the corporate memory. Volunteer to pilot new applications and technologies especially those that will highlight the importance of records management services and increase visibility of the staff involved. Use technology to your benefit.

Client satisfaction surveys, on satisfaction, awareness, and improvements needed. This will help you realize what is working well and what needs work. If we strive for excellence, we will be able to promote and sell our services. It is important to always follow-up.

Remember, that each and every person makes a difference. The organization is only as good as the people within it. If you believe in your product, others will too. Be proud of your work, and others will be proud to be associated with you.