A difficult obstacle to a successful records management program is creating clear channels of communication. To overcome this time-honored challenge, Denton County Records Management created a Records Liaison Officer program to aid the flow of information to the more than 50 departments that we serve. This case study shows how the launch, and eventual revamping, of this program has impacted records management across Denton County.
Denton County has found that simple methods, such as developing a clear message, using one-on-one consultations, and addressing individual needs of departmental liaisons, builds trust and collaboration that aids in the flow of information. This presentation also discusses helpful tools for liaison management, including infographic tools to creatively format policy information and assessment tools to gather data and feedback from liaisons. An application of these lessons-learned could enhance the customer experience for records administrators both with and without liaison programs.
Presented by Holly Dolan, Denton County Records Preservation Manager
Original air date: October 18, 2017 - Runtime 1 hour
Certificate of completion (PDF) - (Download to your PC, then fill in your name and date completed)
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