Although records and information management is a crucial function of most companies today, records management at one time was not recognized as being important in the organization. Advancements in technology and the reproduction of electronic documents are steadily causing organizations to change the way they think about records management.

Marcel Robles and Mark Langemo (1999) define records management as:

The professional management of information in the physical form of records from the time records are received or created through their processing, distribution, and placement in a storage and retrieval system until either eventual elimination or identification for permanent archival retention. (p. 30)

This definition is all-inclusive because it notes the significance of the records manager's role in the management of information from the time it is received to either its elimination or its permanent archival retention in the organization. The Emerging Technologies Advisory Group of the Association for Information and Image Management (AIIM) identified the top five emerging technologies as we move into the twenty-first century (Dale, 1999). These technologies have become management concerns and, therefore, concerns of records managers:

1. e-mail management
2. e-mail
3. Knowledge management
4. Records migration
5. Customer relationship management

Hence, as records management takes on a more strategic role in organizations, a very knowledgeable and proficient professional is required in the managerial position.

DEVELOPING AN EFFICIENT SYSTEM

The existence of an increasingly competitive environment along with the rapid pace of business make it essential to have an efficient, economical, and orderly way to collect, process, store, analyze, retrieve, and distribute information (Griffith, 1996). Theodore Vander Noot (1998) suggests ten characteristics of an "ideal information system" that should apply whether the system is a computerized database or a file system or library. (See Table 1)

There are two basic reasons for the increase in information over the years (Hutchens, 1998). The first, modernity, has seen the decline in small businesses as larger and more complex businesses begin to dominate. A more modern democratic government is seen as the second reason for the growth in information. Both public and private organizations tend to collect more information

Characteristics of an Ideal Information System

than needed regarding their programs when providing the requested records for the government.

METHODS OF STORING INFORMATION

Four methods are often used for storing information in business and government (Hutchens, 1998):

• a person's brain
• paper
• microfilm
• a computer

Management is relying less and less on intellectual ability and more and more on paper, microfilm, and computers. Electronic document management (EDM) technologies allow for storing, retrieving, and transmitting documents electronically.

Three basic questions should be asked when ridding an organization of outdated files. The guidelines are (Hancock, 1998):

1. Why were the documents created?
2. Why should they be kept?
3. When can they be destroyed?

A records retention schedule should be developed for organizations so as to avoid retention of unnecessary documents. Although we have moved into a digital world, office workers continue to be unable to let go of paper files. The "paperless office" is still a phrase that has not been made reality.

Outsourcing Off-site storage of inactive records is the most common type of records outsourcing (Dykeman, 1996). Records management outsourcing often depends on the quality and cost of the outsourcer. Decision making involves whether to store inactive records off-site or bring in an outsourcing firm to run the entire records management operation.

Electronic Imaging As the growth in documents continues, electronic imaging becomes one preferred means of managing information. Two major advantages of electronic imaging are ease of use and flexibility. Imaging can capture, retrieve, and transmit documents no matter what the form, handwritten or machine-created (Avedon, 1997).

There are three types of documents or images:

• Analog documents—human-readable information on paper or microfilm
• ASCII (American Standard Code for Information Interchange) documents—binary digital-coded representations of information stored on magnetic tape or disks and used with computer, word processing, and OCR (optical character recognition) systems
• Bit-mapped/raster documents—documents scanned via a technique called bit mapping

A computer with a CD-ROM drive is the only equipment needed to benefit from electronic imaging document systems. Most systems convert paper documents or microfilm images to digital form using scanners and electronic images that require a large amount of memory. There are three types of CDs: CD-ROM, DC-R, and CD-RW. In order to determine which type of recorder to use for a particular application, three factors must be considered: speed, buffer, and software.

Bar-Code Technology. More sophisticated automation systems are the driving force behind bar-code technology in records management. Both the quantity and quality of the data input and the use of bar-code labels as miniature data-storage media can enhance the information processed. Enhanced technology, such as high-resolution laser printers and more complex two-and three-dimensional data-recording methodologies, make it possible to store entire pages of information in bar-code format. In turn, these bar codes can be faxed or transmitted electronically between locations. It is imperative that records managers keep abreast of the latest in technology to meet the challenge of storing and retrieving information in the twenty-first century.

Intranets. The computer has opened up multiple possibilities for managing records. The computer with Internet, Web, and e-mail capabilities is now accessible to most, and soon will be accessible to all, employees. Since the Internet and the Web are present in most organizations, the link between people and information is already established, providing a less expensive choice when communicating. An open, information-sharing work environment is provided through an intranet.

Six examples of how an intranet can help achieve the objectives of the records manager are:(1) controlling creation and growth of documents, (2) reducing operating costs, (3) minimizing litigation risks, (4) safeguarding vital information, (5) supporting better management decision-making, and (6) fostering professionalism in business (Motz, 1998). The global nature of multinational corporations demands easy sharing of information, a demand that has encouraged adoption of the Internet and intranets. All three components of intranets—technical, systemic, and organizational—must be considered in order to be successful.

THE RECORDS MANAGEMENT PROFESSION

The role of the records manager is constantly changing. Advances in technology raise the question of whether the records manager's functions will become automated. It will be important to distinguish between records management business activities that can be: (1) easily automated,(2) partially automated, and (3) never automated (Phillips, 1998). Of course, for job security, records managers should concentrate on technological knowledge and skills required for those activities in the "never automated" category.

Establishing the social relevance of records managers is necessary in order to gain respect as a profession. The Association of Records Managers and Administrators (ARMA) International has provided the foundation for communication with society in general through its Code of Professional Responsibility. The prevailing challenge for records managers involves all of the following: legality, technology awareness, quality assurance, and contingency planning issues (Jones, 1998). In order to meet the challenges, records managers must address potential technology solutions proactively. A major dilemma for records managers is to decide whether to give the organization/customer what they want or what the records manager knows they need.

With the increasing use of technology in the records and information system, it is important for records managers to take a leadership role in organizations and gain a stronger voice in management. ARMA International continues to be a source of help in this area.