Make It Easier to Comply

Clear the path to compliance (or whatever your goal may be) by removing the obstacles in the way of success, both real and imagined.

According to Forbes’ “predictions”, this is a key area to be focused on:

“Convenience and speed are now the dominating factors of any
customer service experience. …[Y]ou need to solve the customer’s
problem – that’s a given – but you need to do it fast and make it easy for
the customer.”

If you are aware of a disconnect between records management policy and procedures and the reality of the business operation of a department, address it head on and begin facilitating the necessary changes.
If there are particularly problematic individuals, apply the previously discussed customer service tactics to understand their mindset and knowledge level.

“10 Predictions for Customer Service in 2019” comes into play again with sage advice regarding customers’ preferred method of action: Self-service.

“More and more customers want to take care of business themselves
as they become more self-reliant and self-sufficient than ever before”
(Forbes).

View your program tactics and tools through the various lenses of your organization to identify hidden improvements and efficiencies.
For example, consider the effectiveness of your internal use retention schedule:

• Does the layout lend itself to usability?
• Is the document/information easy to access, glean, and understand?
• How are “customers” interacting with and using the schedule?

Apply the same tactics to any additional processes, such as the archive/transfer and disposition processes and related forms.

Keep the goal of self-service at the forefront of your mind. The ability to access help on their own without having to report to you is the ideal. Develop new, or improve existing, guidance documentation and procedures to facilitate the processes you want them to follow, e.g., workflows, process maps, FAQ documents, and training materials.

This isn’t to say that human interaction should be avoided—remember, Forbes advises good customer service involves supporting your customers before they pull the trigger as opposed to afterward.

How does this apply to records management as customer service?
We’ve touched on these points before: give them what they want/need in order to receive in return. Develop relationships (with everyone!) not exclusively centered around records management needs.

So…

Employee engagement, related to records management or otherwise, is never going to be a one-and-done action; it’s an ongoing process that is ever-changing with peaks and valleys of success and challenge.
Keep customer service methodology and traits at the forefront of records management implementation within your organization. Doing so will go a long way toward maintaining customer involvement with records management.
By providing them with a high level of support and making the processes as streamlined, efficient, and clear as possible, you send the message that they are the success of the program.

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Credit for inspiration and ideas stem from NAGARA 2018 session presentation, “It’s Mine and You Can’t Have It.”