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Paper Plain Wrong

Phil_GreenwoodWith an unprecedented amount of sensitive information printed and shared around the office on a daily basis, much of it left in easy to access places, taken on public transport and rarely disposed of appropriately, it has become clear that businesses take the vulnerability of their information for granted. Phil Greenwood, commercial director at Iron Mountain explains why this is a terrible mistake

In December 2013, a team at the University of British Columbia had been attempting to collect original research data from a random set of 516 studies published between 1991 and 2011. They discovered that 80 per cent of the scientific data that informed the studies had been lost.

They noticed that for the first two years after publication, data was properly filed, protected and stored. Then it started to disappear, at a rate of 17 per cent a year. Never to be found again.

It is easy to convince ourselves that this couldn’t happen today in our connected, backed-up, data-driven universe; but the fact is that the majority of business information still spends much, if not all of its lifespan on paper.

Every year, the information management sector stops to take stock of whether and how firms are reducing their dependence on paper. Every year it discovers that once again, progress is slow. The American Institute of Information Management’s (AIIM) 2013 study showed that just one in four organisations have a specific goal to drive paper out of the business.

Somehow we just can’t seem to wean ourselves off the hard copy. According to Waste & Resources Action Programme (WRAP), the average office employee still uses around 45 sheets of paper a day, with around half of the paper discarded almost immediately.

The truth is that, left unmanaged, paper can pose a very real threat to your business. According to the firms Iron Mountain and PwC spoke to for our latest iteration of the Information Risk Maturity Benchmark study, employee management of paper records represents the single greatest threat to information safety. It topped the list for 66 per cent of UK firms, more than double the numbers concerned with external threats such as hacking and malware.

We also found that the challenge presented by paper is becoming greater, not less, as firms move towards integrated and 
automated processes.

PaperplaneTwo-thirds of firms in the UK are struggling to integrate paper into their digital customer management processes and 63 per cent say someone has to enter the details manually into the automated system, a process vulnerable to error and inaccuracy. Four in ten (39 per cent) office workers admit that they don’t really know what to do with paper when it comes in and it just gets filed somewhere.

Paper can be photocopied, shared and removed – not just once, but many times. It can be left lying around on desks and printers, filed randomly in unlocked drawers or cabinets and thrown in a public bin. It can be lost, damaged or destroyed in a way that is near-impossible to track.

We found that very few companies are addressing their concerns with concerted action. Just 31 per cent of the UK organisations we spoke to have introduced guidance for employees on how to store and dispose of paper documents and then monitored the effectiveness of these measures. In contrast, 39 per cent had done so for digital data.

Taking paper out of the equation can remove many of the risks but it’s hard to achieve. If a paper free environment feels beyond reach, try starting with a paper-light approach, in which I recommend the following three simple steps for implementation:

  • Employees need to understand the risk and vulnerability of information, so make the most of any widely available and affordable eLearning courses and tools to reach all employees in 
all locations with the same message – and expectations – for managing information; they need to get it right.
  • If organisations haven’t already thought about imaging their 
paper records, it’s worth taking a look at document processes and seeing what might be right for scanning, such as documents required immediately or regularly. Once it’s been decided what information is business-critical, sensitive, confidential, most frequently used or just new, this can be scanned into a digital format so it can be injected seamlessly into automated processes and systems. Ensure the journey of each digital document can be tracked end-to-end and that someone is accountable for its integrity.
  • An annual clean-up day can go a long way toward putting the focus on the control of paper records and deciding how to get paper records out of the office environment. With proper guidance, employees can help determine whether to destroy records or archive the rest of your paper securely in an off-site storage facility, where it can be indexed, managed and protected.

The enduring use of paper by employees is often the result of its convenience. It’s easy to scribble on, read on a train and useful to have to hand when the Wi-Fi connection to the office gets a bit shaky. If employees can access and use information just as easily in digital format, they will do so. This is the perfect opportunity to take the first step in this journey.

About Sarah OBeirne


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