This chapter considers the changes that will need to be managed when implementing the electronic records management system. It revisits the subject of benefits and examines how they can be realized. Change management is itself a separate discipline and has a far wider application than we are considering here. Nevertheless, there are some important aspects of it that we should be aware of.

What do we need to change?

Electronic records management projects inevitably involve various changes in organizational responsibilities, policies and procedures. The capacity to manage these changes will determine the success of the implementation process. There are two main ways of promoting the acceptance of change – communication and training. First, however, in the context of electronic records management, there are still deepseated traditions in the way we handle and provide information. There are three areas where these need to change.

Secrecy to openness

Over the past few years new openness initiatives in many areas have presented a major change in attitudes. For example, in the UK there were codes of practice on openness in the public sector from the 1990s. The White Paper Open Government – published in July 1993 – set out proposals for new legislation and for a code of practice on Access to Government Information. In subsequent years similar codes of practice were introduced for the Welsh Assembly, Scottish Executive and the National Health Service. These codes of practice all had the same basic premise – that people have access to available information about services provided, the cost of those services, quality standards and performance against targets; that they are provided with explanations about proposed changes and have an opportunity to influence decisions on such changes; and that they know what information is available and where they can get it. The Freedom of Information Act 2000 has now superseded all these codes. A culture of openness continues to seep through society, albeit slowly. People still keep information to themselves, however (perhaps they feel more powerful if they do so). They often query why anyone should need to know what they know. The change – and the challenge – is to recognize that we need to move away from the Need to Know towards the Right to Know.