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Under most application scenarios, changing one component of the messaging environment entails changing all the pieces and parts with which it is associated. It may be necessary to provide adequate support staff and end-user training or hire consultants to handle the need for temporary staff during the transition — a significant business disruption.

For example, in one environment, users have Microsoft Mail on their desktops and a traditional MSmail post office is used, as well as message transfer agents (MTAs), to route mail between post offices. The engineering department uses OpenMail. The IT group would like to begin consolidating systems. With minor changes to the desktop, IT can retain the Microsoft Mail user interface, remove the back-end infrastructure, and use the same OpenMail system as the OpenMail desktop users by consolidating the second tier and simplifying the support environment. The client changes somewhat because it is using a different directory server and message store, but it appears as a minor upgrade to the users — no significant training is necessary.


Exhibit 9.  Three-tier Flexibility.

Likewise, IT can change the back end and still allow the OpenMail systems to communicate with the MAILworks and ALL-IN-1 systems without locking into a single vendor solution. This is a feasible option. Today, users can plug an MSmail client into a MAILworks or OpenMail server. Novell recently announced the ability to plug a cc:Mail or MSmail client into its GroupWise XTD server. A Microsoft Exchange client plugs into various servers, and Lotus’s cc:Mail can plug into anything.

ESTABLISHING MESSAGING POLICIES AND PROCEDURES

An organization can prevent misunderstandings, conflicts, and even litigation if it publishes its policies and procedures for messaging applications at the outset. Most important are privacy and confidentiality.

Privacy

A privacy policy serves two purposes: to properly inform employees that their messages may not be private and to protect the organization from legal liability. Most organizations create a policy that cautions users as follows: All electronic data is company property and may be viewed by designated personnel to diagnose problems, monitor performance, or for other purposes as the company deems necessary. While you normally type a password to access your E-mail and you may feel that your messages are private, this is not the case. The E-mail you create, read, or send is not your property nor is it protected from being seen by those other than you and your recipients.

Organizations can contact the Electronic Messaging Association (EMA) in Arlington VA for a kit to aid in developing a privacy policy.

Proprietary and Confidential Information

E-mail appears to ease the process of intentional or inadvertent disclosure of company secrets. If this is a concern, an organization could try the following:

  Let users know that the IT department logs the messages that leave the company.
  Perform periodic audits.
  Apply rules or scripts that capture E-mail to or from fields, making it possible to search on competitor address strings.

Some systems insert a header on incoming E-mail that says: “WARNING: This message arrived from outside the company’s E-mail system. Take care when replying so as not to divulge proprietary or confidential information.”

A company may also specify that proprietary information should not be sent to Internet addresses if security measures on the Internet are inadequate for the company’s needs. Users may be asked to confirm that only X.400 addresses are used. It is helpful to incorporate any such E-mail ground rules — for example, that the transmission of proprietary information without a proper disclosure agreement is grounds for dismissal — as part of the new employee orientation process.

RECOMMENDED COURSE OF ACTION

One of the most important elements of a successful messaging system rollout is a staff that is well versed in the workings of the network, operating system, backup procedures, and applications.

Network Connections

An implementation needs individuals that can set up network connections efficiently. A messaging system needs procedures in place to notify users when a network link is unavailable. If the network goes down, often one of the first applications blamed is E-mail. It is the job of the network staff to diagnose the problem quickly and have the right people remedying the problem.

Operating Systems

Many E-mail groups have their own systems and servers and operate them as their own. Consequently, many successful organizations pair systems programmers or senior software specialists with systems engineers who can provide installation services and upgrade support.

Backup

Most messaging support organizations are not set up to provide 24-hour support. It is important to borrow methodologies from the mainframe support environment and staff an operations center that can answer phone calls, fix problems, and backup and archive applications regularly.

Applications Support

This function demands staff members with:

  Excellent diagnostic skills.
  Excellent communication skills.
  Data base and business graphics experience.
  Cross-platform network experience.
  A basic understanding of the operating environment of each of the platforms.

E-mail integration by its nature involves cross-platform expertise. Most applications are fairly straightforward. In the case of an integrated infrastructure, an organization may need people familiar with NetWare, SNA, TCP/IP, and LAN Manager. They may also need to understand Mac/OS, UNIX, OS/2, and VMS.

When staffing an implementation, the key is to match expertise across the various groups within the company. The team should be application-centric with contributors from across the enterprise. If an implementation is properly staffed, and the implementers keep in mind the big picture as well as the daily objectives, the messaging system rollout is far more likely to be a success.


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