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So, what makes a record different from any other piece of information - electronic or physical? How does one identify something as a record? Who gets to decide? Is there an approval process for verifying business records? Does every piece of content need to be investigated for record quality? How about voice messages, text messages, and chat threads?
Technology is an enabler for sure. But without the right resources and direction, it can also be an inhibiter. Once an enterprise decides that all corporate information has the potential of being a corporate asset, the next step is to establish a continuous program to identify, improve, and protect this asset just like any other.
It's amazing what is being done today with robotic process automation (RPA) tools. Once confined to rote processes that were easy to automate due to the repetitive nature of the work, RPA is now tackling more complex business processes and activities. This evolution allows “knowledge workers” to spend more time focusing on actual knowledge work such as critical thinking and real problem solving – one of the key benefits of implementing an intelligent records management program.
Today, when I tell people that we have market leading software for records management, their normal reply is "What is records management?" They aren't asking the question because they don't know about the records management department in their enterprise, but because they don't understand the domain of records management.