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RECMGMT-L  March 2000

RECMGMT-L March 2000

Subject:

Re: Keystroke Loggers Save It, So Companies Can Peek InsideEmployees' Heads

From:

Rick Barry <[log in to unmask]>

Reply-To:

Records Management Program <[log in to unmask]>

Date:

Fri, 10 Mar 2000 03:48:32 EST

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (168 lines)

Dwight Wallis <[log in to unmask]> raises several very
thoughtful questions in his Wed, 8 Mar 2000 10:05:53 -0800 post.  On
just a
few of them:

<<
-       What kind of processing overhead does this system present?
What
happens when the next operating system upgrade occurs?
-       Who staffs the monitoring function? Is this a management
function?
Do these people have too much time on their hands? I can see a bright
future
ahead in internal security!
>>
Most of the companies using this stuff are not talking.  But if you
read the
article, you get the idea that in most cases it seems to be directed
at
people who are under suspicion or investigation for some reason.   Even
then,
however, they can run unwittingly into someone else's desk.  I imagine
the
overhead would be very high if it were used across the board.

<<
-       Is the "record" of the "keystroke record" a "record" itself? If
so,
how is it disposed of, or does it just kind of hang around waiting to
be
discovered?
>>
I'd say it depends on the business process in question.  Keystroke
monitoring
has been a specialized feature for a long time for large electronic
fund
transfer operations, and in those cases it would be worth the overhead
to do
so and possibly to declare them as records.  However, I doubt that
most
business processes could justify records at this level.

<<
-       What happens when the cat gets out of the bag, and employees
become
aware of the use of this tool? You just know that's going to happen at
some
point.
>>
As noted in the article, some orgs take the view that they should
notify
users of such monitoring because they feel that it acts as a deterrent
and
minimizes the necessity of using the capability.

<<
-       Is this a selective tool, or a blanket monitoring tool? If
selective, what happens if the wrong person is selected? What sort of
implications does selection carry?  Does there have to be just cause to
be
selected? Is the selection process documented? What if the person
selected
reveals somehow they are gay/have a medical condition/worship Baal?
What if
some nitwit manager takes action on such information? Do people really
want
to deal with this? Is this creating more problems than its worth?
>>
These are questions that should be raised and answered in any
organizational
electronic communications policy, and not only when such software is in
use.
There are many ways that monitoring can take place or that people's
"private
papers" can be accidentally or purposely viewed.  Good policy addresses
not
only the organization's policy on monitoring, but also its policy on
disclosure of accesses.

<<
-       I always thought that the best information tool was the one
that the
user was most comfortable with, and that adjusted to meet the needs of
the
user, thereby empowering the user to do wonderful things. The user
comes
first, the tool second. Between this article and the discussion of
UCITA at
the following site:

http://www.cpsr.org/program/UCITA/braucher.html 
<http://www.cpsr.org/program/UCITA/braucher.html>

... part of the CPSR site Rick so kindly forwarded, guess that concept
is
getting to be old fashion. Seems the tools either carry an implied
threat,
or call the shots. What does this do to creativity?
>>
This is a real issue with treating email as records, which increasingly
they
are.  Workplace email usage studies I have done show that users at
least
claim that they will make reduced use of email if it is treated as
recordworthy which they regret because they think it provides a good
deal of
productivity.  There is a price for good recordkeeping and we have a
public
relations responsibility as well as a technical one when it comes to
implementing electronic records systems.  This is why I favor
automated
systems for classifying email on the fly rather than human
interventions. I
think users don't want either but will feel more comfortable with an
automated system (possibly with time locks) than one involving clerks
filing
their email.

<<
-       Why does it seem that so much of the current direction in this
stuff
seems to be almost exponential degrees of control? Is monitoring
employees
in this fashion really worth it?
>>
That is a more general and most important workplace issue. It is where
the
interests of groups such as CPSR and the RK community intersect.  I
think
that we are going to be facing a lot more social and ethical issues in
RM in
the future.  We need to get our arms around them and get on the right
side of
them.

<<
Is capturing every scrap of information
into a records keeping system really worth it? Who benefits? At what
point
do the returns diminish? At what point does an increasing desire to
control
lead to a loss of control? At what point does the need to control
become a
goal itself, subsuming other, more worthy undertakings?
>>
Those are questions that have been in need of serious research and
discussion
among archives and records management practitioners for at least a few
years.
 When someone raised these points at an ER R&D conference a couple of
years
ago in Pittsburgh, there was a long pause but no answers and people
seemed
glad to get on to the next subject.

Regards

Rick Barry
www.rbarry.com 

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