Lessons learned from implementing an electronic records management system

Purpose - To share the experience of implementing an electronic records management system, pointing out the specific problems that can occur. Design/methodology/approach - Drawing on actual experience, the paper goes through the process of implementing an electronic records management system from procurement to training. Any particular problems or things to look out for are pointed out along the way. Findings - In spite of extensive training, most staff never got to grips with the system. This was partially due to three things: (1) staff found the system user unfriendly; (2) the way parts of the system were set up; and (3) having to create complicated business rules to direct staff where the system could not. No electronic records management system can do this beforehand, so that the system automates practice rather than trying to introduce it. Practical implications - By showing potential problems and failed solutions to those problems, the paper should prevent those undertaking future implementations from making the same mistakes. Originality/value - This paper is for any records professional involved in or thinking about implementing an electronic records management system, and is intended to point out areas that are particularly likely to cause an implementation to fail so that these can be avoided.