{"id":10781,"date":"2019-02-05T10:19:26","date_gmt":"2019-02-05T16:19:26","guid":{"rendered":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/?p=10781"},"modified":"2025-02-13T08:46:08","modified_gmt":"2025-02-13T14:46:08","slug":"how-to-secure-wins-and-motivate-people-records-management-as-customer-service","status":"publish","type":"post","link":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/2019\/02\/how-to-secure-wins-and-motivate-people-records-management-as-customer-service\/","title":{"rendered":"How to Secure Wins and Motivate People \u2013 Records Management as Customer Service"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"alignleft is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-content\/uploads\/2019\/02\/Thanks-for-being-my-wise-guru-and-wisecracking-adviser-1-e1549036940904.png\" alt=\"\" class=\"wp-image-10812\" width=\"370\" height=\"245\" \/><\/figure><\/div>\n\n\n\n<p style=\"text-align:left\">All these questions loom large in the pursuit of creating, growing, and maintaining a records management program. The common denominator is <strong>people.<\/strong><\/p>\n\n\n\n<p>Short of those individuals who either report to you or who you work with directly, you are surrounded by potential \u201cproblem children\u201d\u2014 those unwilling to release their records for archiving or disposal\u2014 and prospective records management converts.<\/p>\n\n\n\n<p>The inherent question for many records managers tasked with running an effective records management programs in a decentralized records management environment is, \u201c<strong>How do I motivate people to listen, participate, and manage their records?\u201d<\/strong> The good news is most people already have the groundwork to begin this process. It all boils down to\u2026..our first jobs!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>Wait, what?<\/em><\/strong><\/h3>\n\n\n\n<p>When it comes to employment, we all start somewhere. We depend on that first job to show us the ropes of the working world.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignright\"><img decoding=\"async\" src=\"https:\/\/media.giphy.com\/media\/IIjLHmlvAggYo\/giphy.gif\" alt=\"\" \/><figcaption>Building a foundation&#8230;<\/figcaption><\/figure><\/div>\n\n\n\n<p>Through those earliest positions we build foundational experience that will launch us onward to bigger and better things. Bigger and better might be where we landed, but it doesn\u2019t mean we should forget our roots from which we came.<\/p>\n\n\n\n<p><em>Everything you learned about working with people and providing customer service can be gleaned and applied to your records management responsibilities. <\/em><\/p>\n\n\n\n<p>Recall and incorporate skills that provide stellar customer service:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Be aware \u2013 keep your eyes open<\/li><li>Be curious \u2013 keep your ears open<\/li><li>Be friendly \u2013 build relationships (with everyone)<\/li><li>Be patient \u2013 wait for the right time<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Empathy and\nUnderstanding<\/strong><\/h3>\n\n\n\n<h5 class=\"wp-block-heading\" style=\"text-align:left\"><strong>&#8220;Why won\u2019t they let go (of their records)? Why won\u2019t they give in (to records management)?&#8221;&nbsp;<\/strong><\/h5>\n\n\n\n<p>Apart from the few who are truly obstinate, there is normally a reason why employees can\u2019t or won\u2019t do a certain action, whether that\u2019s transferring their records, reaching out for classification and retention assistance, or organizing their records and information in an agency-approved fashion.<br>Begin by <em>really<\/em> asking yourself these questions and consider the answer. Empathy and understanding are your friends here, so put yourself in the shoes of the individual, become curious, and turn on your awareness:<br><\/p>\n\n\n\n<table class=\"wp-block-table is-style-stripes\"><tbody><tr><td>\n  <strong>What do they believe?<\/strong>\n  <\/td><td>\n  <strong>What are their concerns?<\/strong>\n  \n  <\/td><td>\n  <strong>What are their experiences?<\/strong>\n  <\/td><\/tr><tr><td>\u201cAll of these records are important.\u201d<br><br>\u201cI need to keep them here JUST IN CASE.\u201d<br><br>\u201cMy organizational system works for me; I know where everything is.\u201d         <\/td><td>If I give records up, can I have them back?<br><br>Will they be kept on-site?<br><br>Are you going to throw them away?<\/td><td><em>New employee <\/em>\u2013 may still be learning and needs help<br><br><em>Long-time employee <\/em>\u2013 \u201cNot   my job!\u201d or crummy previous RM experience<br><br><em>\u201cSomewhere in the middle\u201d employee <\/em>\u2013 lacking time, resources, or desire   &nbsp;   <\/td><\/tr><\/tbody><\/table>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Communication and\nTransparency<\/strong><\/h3>\n\n\n\n<p>Next, focus on connecting and communicating with your customers, i.e. everyone. Build on what you\u2019ve already established via empathy and understanding. Familiarize yourself with common refrains (dare we call them \u201cexcuses\u201d) in order to successfully connect and build relationships with your customers. Counteract and combat reasons for non-compliance with the reality of the records program while being open and transparent.<\/p>\n\n\n\n<p><em>\u201cWhere do the records actually go?\u201d<br>\u201cWhat does it mean to send records to disposition?\u201d <br>\u201cWhat is records management?<\/em>\u201d<\/p>\n\n\n\n<p>Each question has an answer; follow through with people (especially when they engage with you). They\u2019ll remember and at least be more open to records management in the future. <\/p>\n\n\n\n<p>This phenomenon is echoed in a recent Forbes article, \u201c<a href=\"https:\/\/www.forbes.com\/sites\/sap\/2019\/01\/22\/10-predictions-for-customer-service-in-2019\/#ba9b6833a326\">10 Predictions for Customer Service in 2019<\/a>\u201d. A paradigm shift is occurring within customer service where support is provided in \u201cthe earlier phases of the customer journey\u201d during \u201cinformation-gathering exploration in the decision-making process\u201d (Forbes). Although the article\u2019s predictions are originally geared toward e-commerce and retail, much like the principles of our first jobs, the ideas and themes can be applied to roles in records management.<\/p>\n\n\n\n<p>Incorporating patience and friendliness is key as you answer and send emails, take phone calls and return messages. <br>Does a situation call for an in-person consult? Invest the same time and attention with people you\u2019re expecting in return when it comes to records management. <br><br><a href=\"https:\/\/www.tsl.texas.gov\/slrm\/blog\/2019\/02\/how-to-secure-wins-and-motivate-people-records-management-as-customer-service\/2\/\">CONTINUE TO PAGE 2 <\/a><\/p>\n\n\n\n<!--nextpage-->\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Make It\nEasier to Comply<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft\"><img decoding=\"async\" src=\"https:\/\/media.giphy.com\/media\/120wd8YlwC1RU4\/giphy.gif\" alt=\"\" \/><figcaption>Clearing the pathway to compliance<\/figcaption><\/figure><\/div>\n\n\n\n<p>Clear the path to compliance (or whatever your goal may be) by removing the obstacles in the way of success, both real and imagined.<br><br>According to Forbes\u2019 \u201cpredictions\u201d, this is a key area to be focused on:<br><br>&#8220;Convenience and speed are now the dominating factors of any<br>customer service experience. \u2026[Y]ou need to solve the customer\u2019s<br>problem \u2013 that\u2019s a given \u2013 but you need to do it fast and make it easy for<br>the customer.\u201d<br><br>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. <br>If there are particularly problematic individuals, apply the previously discussed customer service tactics to understand their mindset and knowledge level.<br><br>\u201c10 Predictions for Customer Service in 2019\u201d comes into play again with sage advice regarding customers\u2019 preferred method of action: <strong>Self-service<\/strong>.<br><br>\u201cMore and more customers want to take care of business themselves<br>as they become more self-reliant and self-sufficient than ever before\u201d<br>(Forbes). <br><br>View your program tactics and tools through the various lenses of your organization to identify hidden improvements and efficiencies.<br>For example, consider the effectiveness of your internal use retention schedule:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Does the layout lend itself to usability?<\/li><li>Is the document\/information easy to access, glean, and understand?<\/li><li>How are \u201ccustomers\u201d interacting with and using the schedule? <\/li><\/ul>\n\n\n\n<p>Apply the same tactics to any additional processes, such as the archive\/transfer and disposition processes and related forms.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignright\"><img decoding=\"async\" src=\"https:\/\/media.giphy.com\/media\/smHX3ZraxPu0g\/giphy.gif\" alt=\"\" \/><figcaption>Self-service shouldn&#8217;t be an uphill battle<\/figcaption><\/figure><\/div>\n\n\n\n<p>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. <br><br>This isn\u2019t to say that human interaction should be avoided\u2014remember, Forbes advises good customer service involves supporting your customers <strong>before<\/strong> they pull the trigger as opposed to afterward.<br><br><em>How does this apply to records management as customer service?<\/em> <br>We\u2019ve touched on these points before: give them what <strong>they<\/strong> want\/need in order to receive in return. Develop relationships (with everyone!) not exclusively centered around records management needs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>So\u2026<\/strong><\/h3>\n\n\n\n<p>Employee engagement, related to records management or otherwise, is never going to be a one-and-done action; it\u2019s an ongoing process that is ever-changing with peaks and valleys of success and challenge. <br>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. <br>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 <em>they <\/em>are the success of the program.<\/p>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\" \/>\n\n\n\n<p>Credit for inspiration and ideas stem from NAGARA 2018 session presentation, \u201cIt\u2019s Mine and You Can\u2019t Have It.&#8221;<\/p>\n<div class=\"pld-like-dislike-wrap pld-custom\">\r\n    <div class=\"pld-like-wrap  pld-common-wrap\">\r\n    <a href=\"javascript:void(0)\" class=\"pld-like-trigger pld-like-dislike-trigger  \" title=\"Like it?\" data-post-id=\"10781\" data-trigger-type=\"like\" data-restriction=\"cookie\" data-already-liked=\"0\">\r\n                            <img src=\"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-content\/uploads\/2020\/08\/512x512.png\" alt=\"Like it?\" \/>\r\n            <\/a>\r\n    <span class=\"pld-like-count-wrap pld-count-wrap\">    <\/span>\r\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>All these questions loom large in the pursuit of creating, growing, and maintaining a records management program. The common denominator is people. Short of those individuals who either report to you or who you work with directly, you are surrounded by potential \u201cproblem children\u201d\u2014 those unwilling to release their records for archiving or disposal\u2014 and&hellip;<\/p>\n","protected":false},"author":178,"featured_media":10812,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_s2mail":"yes","footnotes":""},"categories":[10],"tags":[318,36,314,320,324,322,321,316,6,313,251,7,183,323],"class_list":["post-10781","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tips","tag-communication","tag-compliance","tag-customer-service","tag-efficiency","tag-engagement","tag-forbes","tag-improvement","tag-influence","tag-local","tag-records-management-program","tag-retention-schedule","tag-state","tag-transparency","tag-usability"],"_links":{"self":[{"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/posts\/10781","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/users\/178"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/comments?post=10781"}],"version-history":[{"count":98,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/posts\/10781\/revisions"}],"predecessor-version":[{"id":21702,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/posts\/10781\/revisions\/21702"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/media\/10812"}],"wp:attachment":[{"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/media?parent=10781"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/categories?post=10781"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.tsl.texas.gov\/slrm\/blog\/wp-json\/wp\/v2\/tags?post=10781"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}