This guest post is by Holly Dolan, MLS, Assistant Manager of Denton County Records Management in Denton, Texas. If you would link to download copies of these valentines for your own re-use, Holly has graciously made this PDF available.
At some point in their career every records manager has felt the air go sour when they’ve walked into a room. What is it about records management that sets people on edge? Perhaps it’s the dense policy documents, the fear of making a mistake, or that dreaded word—compliance—that creates resistance and fear in our customers. Whatever the cause, overcoming this distrust can feel like an impossible task, but failing to address the issue can create communication barriers that make effective records management nearly impossible. So how do records managers build relationships of trust in the organizations that we serve while still gaining compliance?
To build relationships I try to focus on creative outreach, and one easy way I accomplish this is through fun holiday messages. Light-hearted messages make compliance information easier to digest and boosts the knowledge in my organization without relying on formal training. A great example of this type of outreach is our Valentine’s Day cards. When I first designed these cards, the main goal was to make my co-workers in our Records Management division laugh. I quickly realized, with each card having a records management term on them, this was a great outreach opportunity. We sent a copy of the cards to all of our records management liaisons countywide along with a link to our glossary. We received great feedback and even some positive comments from departments whom we rarely have the opportunity to interact with. It was great to see that inserting a little bit of humor into the topic made records management a bit more palatable to them.
Since then, we’ve tried to continue sending creative and upbeat outreach materials. Messages, newsletters, and even policy updates that include fun graphics and colors tend to be well received. For example, new records management liaisons each receive a colorful infographic outlining their duties. Last year’s Halloween message let our customers know that, even though cleaning out your file cabinet can be scary, Records Management can help! I truly believe that since we’ve focused on this type of outreach, our division and its mission has become better received throughout the county.
So why does creative outreach make such a difference? I believe that the nature of our work and the preconceived notions about records management sets us at an immediate disadvantage when attempting to communicate. We need to remain visible to our organizations, but when we just focus on the policy, we tend to exacerbate these communication issues and risk turning people off. Using humor in outreach establishes a mutual humanity with our customers, and when they see that we’re human (rather than the records management robots they were expecting), they may decide that records management isn’t that horrible after all.