Records Management as a business function attracts a lot of conflicts as it seriously intertwines across people, processes, and technology. If not handled these conflicts may ruin workplace harmony, trigger work duplication, raise compliance issues, and worse bring down the overall productivity of an organization. Let’s take a look at some of the conflicts around Records Management Function and how we can solve them. Inter-Department Conflicts Records Management is often not centrally owned management. It is one of the classic examples of decentralized business functions. Obviously, it attracts conflicts. The records management committee is represented by executives across different business functions like records management, compliance, administration, IT, HR, Finance, and legal teams. However, the records management process is driven by employees across all departments and at multiple levels. Each function thinks that theirs is a unique and different process. Documenting Standard Operating Procedures (SOP) for each and everyone records management transaction is vital here to avoid conflicts. The uniformity will reduce conflicts and also will bring up insights on how to generalize records management across the enterprise. Data Privacy Conflicts Records Management may not be a happening function like Sales or Marketing or Production. But it is one of the concealed business functions that drive all of it. Records are the backbone of any organization. Every decision ever made is being backed by records – physical or digital. Maintaining records within an organization is a different specialty by itself. Protecting the privacy and integrity of these records is important as it may affect the competitive edge, brand image, or reliability of any organization. Only when processes are clearly laid out on the access privileges records are secure. That’s why in-house records management is very complex as many employees could get access to most documents if not monitored closely. Accountability Conflicts As we discussed since the ownership is decentralized so is the accountability of streamlining the records management process too. There will always be discussions around “you should have” or “you could have” because no employee would like to take ownership of any mistakes. Following records management SOPs can be difficult on any hectic day. For example: “returning the records” as per the documented policy and ensuring it reaches exactly the same location as per the indexing often gets missed out. But with practice, it is possible and becomes handy. Implementation Conflicts After all, offices are driven by a team of professionals who are driven to meet business goals. In the process of doing so, they get things done – whether or not following internal business processes. When something is not blocking employees’ priority is not given due attention. That way records management is not adopted diligently by many organizations. Employees work their way around processes and people to focus just on aspects that generate revenue, increase profit, reduce expenses or improve customer relationships. They don’t often focus on internal business processes as they assume it will be taken by someone within the organization. Mergers & Acquisition Conflicts Large companies grow faster by acquiring or merging or partnering with other organizations. When this happens businesses go through months of integration. Though the parental organization often takes a lead in implementing its business processes over others, often time they have to adapt their process to absorb and accommodate the incoming company’s workflows. Such situations demand a lot from records managers in studying business processes, documenting, consulting, implementing important changes across the enterprise, and training employees. Addressing these conflicts is of monumental importance as it can eliminate a lot of complexities within both companies. Physical Vs Digital Records Conflicts As organizations start digitizing their records, there are always conflicts that happen around decisions of what documents to and what not to scan, index, store, or retire. Digitization of records is vital as we embrace digital transformation. However, compliance from institutional bodies and regulatory authorities demands to store physical records too. Physical Records are still viable for two main reasons. They bring an additional Security backup to electronic records. Also, there can be only one original record and it cannot be easily manipulated considering the advancements with respect to electronic records. Client - Vendor Conflicts Businesses do often engage records management companies as professional help in storing and managing records. The Records management company does have its own processes and workflows to be followed. Employees representing the clients need to go through the proper channel and approvals in place to store new records or request for records retrieval. This is a sensitive area where conflicts always arise. Adequate training and proper documentation are important to ensure a smooth flow of information back and forth. By avoiding client & records Management vendor conflicts, one can ensure consistency and timely delivery of records management. As a business, critically evaluate how well you handle these conflicts. End of the day, handling conflicts is not any business priority. They must establish friendlyand well-oiled working relationships among employees and record management vendors. Find answers to these key questions How many conflicts around records management arise in each year? How smooth is your working relationship with the records managementvendor? Are there any records management conflicts you try to address each year? Take professional records management assistance. Consult KAYMAN Records Management Services.