Data Archive Considerations for Customer Communication Management

Where Will All the Data Go?

Stephen D. Poe, EDP, CSM, CSPO
Nautilus Solutions
9 June 2011

Slide 1
Copyright © 2011 Stephen D. Poe

Where Will All the Data Go?
Our Agenda
• The Problem
• Solutions
• Technical Questions
• Planning Issues

Slide 2

The Problem

Slide 3

How Big is the Problem?
• Overall
– In 2003, UC Berkley estimated 5 exabytes of new
data stored on digital drives
• 1 petabyte = 1,000 terabytes
• 1 exabyte = 1,000 petabytes
– In 2008, IDC estimated 281 exabytes of digital
information was created and replicated globally
• That’s 45GB for each person on earth
• Specific examples
– Internet traffic in March 2010 was estimated at 21
exabytes
– Email storage now commonly 25GB per user
– Individual statement (AFP) used to average
perhaps 10-15KB per statement
• Now several MB per statement
– Color, more graphics
• What happens when your online statement includes
personalized audio and video?

Slide 4

How Big is the Problem?
• The number of files is
growing even faster
– Average file size is shrinking
• No longer just large print files
• Emails, IM log, single tweet, QR
request
– Example: storing 1 TB
• 1,000 1GB production files
• 1,000,000,000 1KB email files

Slide 5

Multi-Channel World
• You archive your customer correspondence
– Bills, statements, notices
• Only 24% of US bank account holders have gone paperless
• 37% say they will never go paperless (Forrester)

• How about new multi-channel messages?
– Email, instant messages, mobile, video, voice, Tweets,
and blog posts
• Instant messages, Twitter posts and blog posts are not
archived in 80% of the organizations using them.
• All may be discoverable
– They may need to be stored

Slide 6

Solutions

Slide 7

Framing the Archive Issue

• Our archives must meet:
– All legal and regulatory requirements
• to hold all required electronic documents
• for the mandated length(s) of time
– in a cost effective manner
– with a defensible plan to manage them
• Insuring that, when required, we can
reproduce the ‘original’
– enough to satisfy a judge

Slide 8

Archival System Components

• Storage Format(s)
– Multiple, and growing
• Archival system
– Hardware
– Software
– Network
• Retrieval/display software
– Network
• Process and procedures
Slide 9

Archive Drivers

Source: AIIM ECM state of the Industry study 2010

Slide 10

Archive Projects
Completed
enterprise,
No plans, 5%
12%
In next 12
months, 16%

Implementing
enterprise,
28%
Departmental
, 24%

Across
departments,
15%

Source: AIIM ECM state of the Industry study 2010
Slide 11

Technical Questions

Slide 12

What Do You Have Now?

• ECM, WCM, MCM, repositories of record,
archives
– How many silos in-house all ready?
– Who owns which data?
• Where should we keep it all?
– Single repository for all data, all formats?
– Separate repositories specialized for each?

Slide 13

Example - Storing Emails

Slide 14

Storage & Admin & Overhead, Oh My!

• Storage may be cheap
– Management and ’-ilities aren’t
• Metrics to think about
– $/terabtye continues to fall
• Perhaps $2000-$3000/TB for near-Pentabyte systems
– Petabytes/IT Storage Administrator
• Burdened labor overhead of perhaps $100K per admin
– And overhead
• Rent, electricity, cooling, security
– What ‘Green Footprint’?

Slide 15

The Cloud
• Remember ASPs?
– Review pros and cons
• In-house vs. outsourced
– Where outsourced?
• Regulatory environment
– Will this data ever cross a trans-national
boundary?
• Recent Amazon.com outage
– 4 days down – 98.9% annual up time
– What are the SLAs?
– What are the penalties?
– But could you do better in-house?
• Corporate level of risk
– To allow corporate data to be held off-site
– But is it any safer in-house?

Slide 16

Legal

• Compliance with rules and regulations
– Especially with evolving regulations
– Joint legal/IT taskforce to keep up with changes?
• International considerations
– EU privacy rules considerably tighter
– Conflicts
• Limited or no sharing of data across borders
• US discovery laws vs. EU privacy directives

Slide 17

Preserving Your Data

• How long do you need to archive
– Legal and regulatory requirements
• 7 years – 100 years
• Average lifespan of a format & reader software
– Perhaps 2-3 major OS upgrades
• Look at PDF/A for possible format
– ISO standard for very long term archive & retrieval
– Good for some (but not all) documents

Slide 18

Finding Your Data

• Key indices
– Good enough in the past
• For legacy applications on older data
• Structured taxonomies
– If you develop the taxonomies before designing the archive
• The New Search
– Full text search is a goal
– What does that mean against several Pentabytes of data?
• Metadata
– Exceptionally valuable
– Usually exceptionally expensive, especially to retrofit

Slide 19

Planning Issues

Slide 20

The ‘-ilities

• The ‘-ilities
– Usability, reliability, maintainability, scalability,
availability, extensibility, security, portability
• Difference between a system and a success
– Requires long term commitment to people,
process, and standards
– Set standards, define metrics, monitor and fix
issues as they arise

Slide 21

Archive Planning

• Detailed knowledge of what is to be archived
– Current & future production processes
– Legacy data and documents
– Current multi-channel and social media
– Future data and documents?
• Detailed knowledge of how it will be used
– By whom
– On what platform(s)?
– For what purposes
Slide 22

Archive Planning

• Archive system design
– Implementation
– Maintenance & upgrades
– Be flexible – things will change
• Corporate processes and procedures
– Satisfy the –’ilities
– Continue to meet the business goals
– Plan for regular review and transitions

Slide 23

Archive Planning – A Checklist
• Develop the business plan
– Business goals, business case, costs, funding, project management
• Technology review
– Time estimates, requirement gathering, analyze, plan, get consensus
• Develop policies and process
– Define processes, people, standards, tools, technologies, metrics
• Develop Project Plan
– A PM is a good idea
• Gap Analysis and build underlying foundation
– Environment, platforms, skill sets, enterprise architecture
• Develop plan details
– Implement, test, modify
• Maintenance
Slide 24

Data Archive Considerations for Customer Communication Management

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Ähnlich wie Data Archive Considerations for Customer Communication Management

Ähnlich wie Data Archive Considerations for Customer Communication Management (20)

Mehr von Stephen D. Poe, SPC4, CSM, CSPO, PMC, EDP

Mehr von Stephen D. Poe, SPC4, CSM, CSPO, PMC, EDP (7)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Data Archive Considerations for Customer Communication Management