Document Security...

As a company it is very important that utmost security is maintained for all documents physical or digital. There are many large, medium and small firms generate physical documents that range in hundreds or thousands of documents everyday. These firms, mainly include banks, hospitals, education institutions. Mainly firms that deal with large number of people. As I have a publishing background I am quite familiar with security solutions available for the publishing world as well as some familiarity of the Document World.

Digital Security
In the publishing world the security concerns mainly hover around security of content. Mainly related to rights of content. Now there is ample inclination towards also maintaining security of physical assets (meaning documents in terms of electronic file formats. Now that the world is getting more and more digital it is imperative that all data that is transfered, transformed and stored is secure in all aspects.

Digital security in terms publishing world is mainly and widely termed as Digital Rights Management. This includes encryption, secure storage and secure distribution.

1. The encryption for the publishing world is mainly in the form of encrypted ebooks either to be read on the Portable Devices or Online.
2. Secure storage is must as rights is directly related to content. It is amply important to maintain highest level of security for documents to be stored, as a un-secure storage is an open world to Piracy
3. Distribution requires that the content leaves the storage location and travels up to the end users reading environment. Which means that data needs to be secure at all stages from the source to the destination. It also means that the content is kept secure on the readers destination.
   

In the world of documents, the documents are mainly stored digitally for easy retrieval purposes (using indexed data) and to give away with large spaces that are used up to store documents. However it is also important that all security aspects of storing and retrieval data.

The data needs to be secure right from the creation stage right up to the storage of the data. Data creation in most cases is just indexing of data. This data is stored in document management system for easy retrieval on based on the indexed data. The document management system can be as simple as one index field retrieval to extremely complex indexed data that can be stored in Enterprise Content Management Systems. To take it forward some ECM also provide services such as creating copies, editing, automatic versioning as well as rights based access to content.

In both cases that is Book Publishing and Document Publishing the main aim seems to be moving away from paper to a paperless work flow.

As Digital "Instruments" are getting smaller, the digital storage is getting more complex, Or is it we are making it complex...

Business Level Problem Solving or Issue Resolution

While being into Business or running a company there are several occasions that there are problems that are seemingly difficult to solve, or you run into issues that seem to be an uphill task to resolve.

As I have observed, it is a common trend for people to JUMP onto the problem immediately. Many a times I have observed there is loss of time just because it is completely unknown, "what is the actual problem". Everyone wants to hold either of the one ends and create a chaos about it.

Problem Identification
In most cases, it is evident that no one knows what exactly is "the problem". But then there is another big problem how do we identify it? For me the elimination method works the best. How do I work?

1. List all the possible items that has led to the problem or so called problem.
2. Eliminate each item after confirming that it is not a problem or not caused the problem
3. After reaching to a single item, evaluate (dont conclude) whether is it really "the problem" or has led to "the problem"
4. If the answer is Yes, you got the culprit, if no, still need to do more forensic investigation.

The problem is identified, What next?

Problem Solving
After getting to the problem it does not mean that the problem can be easily resolved. Again the elimination method work, however have to be very careful on this.

1. List down the possible solutions or resolutions to the problem or issues.
2. List down the possible impacts (because many a times we get into problem solving and forget about the negative impact it might be having on other items not listed or observed)
3. Have preventive action in place to ensure that it is not repeated
4. Document everything done so that it can be easily passed or referenced in future.

Business Level Scenarios
On the business level the scenario may not differ much from the day to day problem resolution. The participants change, the impacts change.

For Example: IF there are quality failures observed by your client from time to time there could be a negative impact on the business relationship. However few things to note:
a. Are these problems due to frequent changes requested by the client.
b. Has the client made his best effort to provide you enough information leading you to resolving the problem
c. Or is that the client is being just a Brick Wall

If either of the above is true, then its better to discontinue the relation, if not, you are out of Business.

It is best that the client and the service provider engage in honest and complete efforts in issue resolutions. This is mutual business growth.

Beware never take the client for granted to help resolve all the problems. You are the service provider, and its your job to provide the services with the agreed quality level. It is always expected that the service provider at all times provides the service to the agreed SLA and quality levels.

Business continuity also leads to an attitude to give in to all the clients demands at all points in time. This is however very crucial to understand, as long as there are businesses running there will be clients, customers, endusers, and providers.

I have also seen scenarios, where CXO level executives talking about solving business problems of potential clients, and for a fact are in the same scenario probably worse than the client.

Businesses need to identify and resolve the internal problems first, set achievable the business goals, the direction and then move ahead confidently.

Its like "You Can Never Lay A Foundation on Loose Sand"

Next Post: ... still thinking a Random Topic

External Communication

As promised back with my postings.
External communication for me means communicating with other parties outside your company staff circle. It does not really mean that if you have offices in two or more different geographical locations, and you need to communicate hence it falls under External Communications. Though the locations are different still the company is the same.

Medium of Communication used for External Communication
Emails: Emails lately have become the heart of external communications, however its a noticeable fact that it has also been misused as medium to send a message and then relax, "thinking my job is done". Many a times I have had experiences where some colleagues, coming and saying to me, "I have already sent you an email". For me email needs to be the medium to communicate, where parties are at different geographies (different times zones), means to record, summarize and convey the discussions held including those who were not able to participate. Emails are also a good medium to draft down thoughts for future reference.

However for external communication, emails play an important role, as it can be considered as an official evidence of communication. Even some standards recognize emails as standard means for record keeping.

While using emails for External communication it is very important that the message conveyed is absolutely clear. What should be the email content.
A. The name or the group of people the email is addressed to (Ultra important), make sure only those people are in the "To:" list.
B. Email Body: covering every aspect of the message. Should not keep the reader guessing. You can have the reader put off by the following.

1. Using SMS kind off lingo (pls, rvrt, CU, Laterz.... the line goes on)
2. Using incomplete sentences or statement
3. Using context of other talks of discussions where not relevant.
4. Using exaggerated statements to make things look bigger (never think that the reader doesnt know anything)
5. Loads of Grammatical and spelling mistake.
6. Worst! addressing the email to the wrong people (always check the recipients before sending)
7. And that is not required at all, including as many people as you can or know of to be on the email loop.
   

C. A proper sign off (not as in log off), stating what are the next set actions.
D. Your name, designation if applicable and other means of communications as to in case you need to get hold of.

It is important to understand that the proper use of emails elevates yours and your companies reputation.

Phones (landline/mobile phones): With more and more facilities being made available to bring the world together. There has been an increasing growth in people using voice for communication. There are many facilities readily available to have a group of people talk to each other. There are facilities available where people can communicate as well as view each other across geographies. This is why it is said "The world is getting smaller..."

Few things to be taken care of while on phone:
A. Greetings: Very Very important specially if you are a customer facing person. KNOW THE GEOGRAPHY OF THE PERSON YOU ARE SPEAKING TO, and greet accordingly. I have had experiences where a colleague from India is calling a US counterpart. Time Evening India time Morning US time, and the person saying "Good Evening....".

B. Introduction: When on the phone introduce yourself starting with your name, your designation if applicable, and the people with you (if there is a group).

C. Points of discussion: Always remember all the people, around the Globe are tied by time. We have to respect everyone's time, hence it is very important to list down the points of discussion and the probable time that will be taken. This ensures that everyone is on the same page (Yes I know, someone will say I had written an email already, about a week ago). Give everyone a fair chance, just that somebody might have had a bad day, or may not have understood what you have written.

D. Speak and Listen: Its important to listen as it is important to be heard. Language, dialect, pronunciation, and use of correct words, play a critical role, as when a voice call there are few chances that the person is able to see you while you are talking (Unless you are using 3rd Generation voice-cum-video conferencing). Let the other person finish everything he or she has to say. If you have to say something note it down and then express or say after the other party is done. If, and IF you HAVE to interrupt, excuse yourself for the "BREAK-IN".

E. Closure: Proper closure of the call is absolutely necessary. It can be the Summary of the call, Points or actions for the future. Most importantly everyone spend a fair amount of time discussing, this time must be valued, hence expressing gratitude is very important.

SMS: A big NO NO! Not an official communication medium unless it has some meaning to it, like an intimation. You CANNOT say, "...but I SMS U the udder day.. U 4get to get bck 2 mi on dis..."

Last but not the least, it is an important fact that whatever is communicated must be known to certain level of peers or management at all times. Remember we are talking about "A Company". Hence it is as critical that facts are circulated as per the needs at all times, as, if one day you call in sick (While watching a movie with your Girl Friend or Boyfriend whatever the case maybe), your colleagues, peers or Management are fairly aware if the other party wants any information or wants more discussions, in your absence.

Cheers! Thats All for today...

Next Post: Business Level Problem Solving or Issue Resolution