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How to Balance Customer Needs With Your Security

With the rise in instant messaging and constant contact chat boxes, agency communication has never been easier. Yet, even with new, invading technologies, email is still the primary way agencies connect with their customers.

The issue many agencies still have is how to track and store employee emails. Email retention policies help agencies determine which emails are important and which aren't. They give customer service and legal departments the tools they need to make sure their customers are always taken care of.

It’s no secret that customers don’t like waiting. But, when your employees have quick access to customer information, customers don't have to wait for answers. Instead, your employees are able to quickly assess your customers' problems and address their concerns. Tracking this information also protects an agency in the event of a lawsuit.

However, agencies have to balance access with state and federal regulations about privacy. Many agencies fall under specific legislation that protects personal, health-related or confidential information.

Most agencies understand the “why” behind these policies, but have problems with implementation. Retention policies are like a puzzle. They are only complete when all the pieces are built to work together. Any email retention policy must take into account:

  • How long emails must be stored
  • The date they can be destroyed
  • Any applicable federal or state laws
  • The purpose of the emails
  • Any roles they may play in litigation

These policies shouldn’t try to archive every email ever sent or received. They should provide a guide for which emails might become necessary to produce.

If your agency is looking to create an email retention policy, call us to get a free assessment and determine how this policy will work for your agency.

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