The 10 Essential Elements to a Successful EMR Installation

Physicians are transitioning to EHRs, some by need, some by desire and others simply because they have to.  As Records Management Professionals this transition to Electronic Medical Records is becoming a more prominent focus within Record Centers as they strive to serve their medical clients.  I was fortunate enough to travel to the MGMA conference in Atlantic City and watched Dr. Kenneth W. Faistl,M.D., F.A.A.F.P. speak on EMR Implementation.  Dr. Faistl has lived in the Electronic world as an early adopter for Personal Health Records for over 12 years.  His insight is not only insightful but the plan  he laid out for other physicians to follow was invaluable.  At the end of his session I asked if I could write a white paper with direct references to his session, he was kind enough to agree.  His Phased Approach vs. Big Bang theory is well said and was excerpted directly from his talk.  Again my thanks Doctor Faistl for allowing me to share his experiences and expertise with the readers of the Smart Storage Solutions blog.

The Ten Essential Elements to a Successful EMR Installation

1.   Project Planning

There is one unanimous sentiment for those who have installed and implemented EMR systems in their offices regardless of the specialty, ultimate success is a factor of pre-installation planning, team commitment and goal setting. Any and all EMR systems, regardless of the price tag or the sophistication of their functionality will fail without proper preparation.  The first step in every office should be to ask the following: 

1. What are you looking to achieve in your office specifically? 
2. Review your current workflows.  Review how you would like them to work in an electronic mode.  What steps can you reduce, eliminate, or do you need to add.  These workflow reviews need to be covered from all aspects of the practice.
3. What problems exist today?  How can you affect change in those areas?

Your internal team is a critical success factor. How will changes you are anticipating affect staff?  It is critical that staff is involved during all reviews.  They need to understand what changes are coming so they have time to prepare.  Staff can ensure a project succeeds or ultimately fails. 

2.   Workflow, Workflow, Workflow

Workflow is the core component of the operation of an office.   What changes can you make to work better, smarter?  What changes may be forced on you by a new solution?  Test the workflows.  Does it match what you are trying to accomplish?  Many times theory and reality are two different things.  Before you design your system around what you think is a new and improved workflow, make sure it doesn’t adversely impact another part of your practice.  Attention to detail will help you for years to come, take the time to do it right.

In workflow processes you need to think integration.  What orders do you currently write and how will you interact with various suppliers in an electronic world?  Communication to referring physicians and information you currently send and/or received needs to carefully reviewed.   What forms do you currently use?  Consider which of these are needed in the electronic world, which should be revised before the transition and which can be eliminated?

3.   Needs Assessment

Once you have your goals established and workflows reviewed you can identify your organizations specific needs.  Include everything from basic infrastructure and resources, to changes in communication with partners or related organizations.

4.   Select a EMR Project Director and Physician advocate

Each implementation needs a leader, a Project Director; a single individual from within the organization responsible for directing the implementation and working in cooperation with the Solutions Team Manager.  The Project Director must have a thorough understanding of how the office currently functions, and have a clear vision of the organizations goals moving forward.  Timing is critical during the implementation phase.  The Project Director must be given authority to make decisions and have access to people and information needed during the implementation phase.  The Physician Advocate is generally the Managing Practice Partner and will work hand and hand with the Project Director.  Decisions made by the implementation team should be reviewed periodically to make sure the project is in line with the desires of the physician community.  A team approach and buy in is imperative. 

The EMR Project Director also needs to spread enthusiasm about the project through the staff community.  Get staff involved in the project early so they feel part of the project.  Give them some ownership over specific, small items, to get them involved and excited about the coming changes.

5.   Process Assessment

Analyze current processes within the practice.  This goes beyond just workflow to individual roles and duties, to specific processes that lie within scheduling, administration, and clinical parts of the organization.  Who does what, and how may that change in an electronic world?  Use the EMR implementation to include a review of all systems and processes.

6.   Gain Buy In

You need to gain support.  Staff buy-in is critical to the success of any major project.  Team meetings should occur early and often during the project planning and transition process.  Some roles, functions and responsibilities will inevitably have to change.  Staff will need to change to meet the needs of the changing practice.  Your organization may consider working with individuals or organizations that specialize in change management.  These organizations can help your management identify obstacles and can help staff work through concerns, fears, and hesitancies related to the transition.  It is best to know early in the process if specific personnel aren’t suited to the new vision for the company – it does happen.  When identified, it is important to acknowledge, and address the issue quickly and work to reassign the individual to other duties in the organization or assist them in finding a more suitable working environment.  Maintaining a positive environment in the team is an important requirement.

There will be times when frustrations will occur.  This is common in almost every implementation regardless of size.  Know that it will occur and work with your partners and staff to address issues as they occur – not at some later date.

7.   Hardware Assessment

The solution you decide on will dictate some of your computer hardware needs.  You will need in-house servers, access to some offsite hosting facility, or simple high speed internet access to utilize the EMR from within the office.  Main system access is generally available through PC’s in each exam room or tablet PC’s assigned to key individuals who will carry them from room to room.  PC’s on carts is also common, giving physicians the ability to ‘wheel’ their PC around the office.  The goal is that the hardware not come between the interaction between the physician and patient, but actually enhances the interaction.  Look back to your workflow and discuss with your team how the hardware can best be used as a communication tool between staff and the patient.

8.   Disaster Recovery

Develop a disaster recovery plan around your new EMR.  The disaster recovery plan needs to include processes that get you back and running as soon as possible after a hardware, software, or natural disaster.  Disaster recovery can include copying each days data onto a separate machine in a separate office or running redundant systems in separate data centers or ‘co-locations’.  Develop a plan and put processes in place that force you to periodically test your back-up processes. The best case is you will never need it – the worst case is you will be prepared.

9.   How will you implement:  Phased Approach or the Big Bang Approach

The approach best for your practice will depend on your specific situation and the complete ‘solution set’ you are implementing.  In some cases, an all at once just isn’t possible due to the complexity of your organization.  The complete suite planned for implementation should be reviewed and analyzed to identify the best approach for your staff and your patient’s.

• The Phased Approach allows a system to be phased in over a period of time.  This allows a transition through a series of go-lives and training specific to areas being used.  Each phase is planned and staff buy-in is obtained as each section of the system is implemented.  This allows users to get used the system over time.  A phased approach creates its own set of complexity because for a period of time you will be running a hybrid paper/electronic system.  In addition, a phased approach generally costs more money because it takes longer to get from start to finish.

• An ‘Big Bang Approach’ implementation is where all facets and functions of the EMR go live at the same time.  Of course the implementation time frame via this method is quicker.  The team will very quickly see the value of the fully operational system.  This method has a smaller period of adjustment for staff and requires a higher commitment to initial training as many capabilities will be put into use simultaneously.

IMPORTANT:  Regardless of your transition methodology, you must decide ultimately what to do with your paper records.  Some physicians have had all their records scanned to CDs and stored off-site.  Others have sent their files to off-site storage with associated retention schedules and destruction dates noted.  Charts must be kept for varying periods often from 7 years for adults to 25 years for children.  Laws differ from state to state, age of patient, type of record and so on.  All of this information can be captured electronically and a document management company can notify you when your charts can be destroyed according to the destruction dates you have established.  This is an important, necessary step in any and all transitions. 

10.   Training

The last but probably most important step is training the Project Director should have extensive training on the system, including administration functions to understand the full power of the EMR solution.  The Project Director must know all aspects of the practice and marry the practice needs and goals with the capabilities of the system.  The Project Director becomes your champion in communications with your staff and coordination/cooperation with partners.  The Project Director will lead or participate in all staff training sessions.  In many cases training occurs in phases so areas of the practice are not left ‘unmanned’.

It is extremely important that clinicians spend time with hardware prior to go-live.  They must commit to knowing how to use a system before putting it in front of patients.  Assuming all PC’s work exactly the same is a mistake.  Create test scenarios and require all users to practice.  It is also important to train your patients.  Inform them of the coming change, let them know why and provide patients a list of short-term and long-term benefits you expect to make available to them. 

Note:  In any transition it is always good to inform your patients.  They can complete forms on-line prior to visit and assist in the effort.  Patients will know the office is investing in their future and will appreciate features such as eprescribing.  Equally important, it will give them some insight as to why things have changed or may be not as they have been on their prior visits.  Don’t forget this variable as in the end that is whom are there to serve.   

Summary

Implementations have high failure rates due to one variable:  PREPARATION.  With the proper planning and workflow analysis you invest in your success both short term and long term.  There are no short cuts.  If a vendor sells you on a quick fix, there simply isn’t one.  You must study your needs, goals and workflow without exception. This front end investment of time equates to a greater ROI on your EMR/EHR as well as increased patient satisfaction.  Implementation is a process, a plan to create positive change for both patient and practice. Done correctly, an EHR represents enormous progress for providers and their ability to improve safety and patient care for years to come. Ultimately a successful EMR outcome can be defined by the ability to improve the way a physician practices medicine, it is then you can consider the implementation a success.

The Process of Learning Anything

This post was supplied by Cary F. McGovern.  Cary is an industry veteran who I have known for too many years to count.  His insight is always of value.  Today he shares The Process of Learning Anything which after I read it I thought it should be entitled: Finding Your Passion.  Although Cary keeps threatening to retire, somehow he never seems to figure out how to make that happen.   We thank him for his contribution to the Smart Storage Solutions Blog and are grateful we squeaked it in before retirement.  Learn more about Cary, the FileMan, McGovern at the end of this post.

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Pick a skill … any skill. Let’s take Sales as an example.

There is no such thing as a “Born Salesman”, just like there is no such thing as a “Born Doctor”. It takes time, effort, education and experience to be either of these. Yes, it is true that there are individuals who have some personality traits that might make them more qualified to be a particular profession but there is much work to do to insure that you get to your goal.

Every class in medical school has a Doctor who finished last in his class. The same is true at Xerox and IBM and every other sales organization in the world. Everyone wants to go to the Doctor who is the best but is it always the one who finished first in his class academically? Not necessarily so … as a matter of fact there is rarely a correlation between education and success. So what makes a good doctor? Could it be care and concern for his patience, could it be hard work that keeps him sharp, could it be a passion for his trade? Perhaps, it is all of these.

Every Company wants the best salesman that they can hire. Is it the one who just graduated first in his class in communications?  Could it be the one who has worked hard to overcome growing up poor? Is it the one with the most desire? So what makes a good salesman? Is it a quest for excellence? Is it hard work? Is it a desire to make money? Perhaps, it is all of these.

No one is granted three magic wishes from a Genie. No one is enlightened all at once?

Everyone wants to be something in life. That “something” is usually their passion. Ask anyone what they would be if there were no obstacles to consider. What would make you Happy? A better word is fulfilled in life? I can tell you from personal experience that the most difficult thing in life is to come to grips with this challenge … What do I want to be?

If you are serious about this there are proven methods that work and have been written about for decades. My favorite book that will start you on the path is, “Think and Grow Rich” by Napoleon Hill. This book written in the 1930’s has been on the best sellers list since it was written. It is not technically a “success” book. It is a mindset. Hill studied what made individuals successful and documented it from an observer’s point of view.

In our world it works like this!

First, determine what you love to do

This may well be the hardest part. It takes time and effort. There are ways that you can use to assist you. Take a personality test or two and find out how you score on typical personality traits. Then go on a weekend retreat, take yourself out of the humdrum of the world. It could be a spiritual retreat or just a time in a cabin in the woods. Make a list of the activities that you love and those that you hate. Clarify the ones that are most important to you. Research and understand what it will take to learn that skill and to become an expert at it. Write a one page essay on what it would mean to you if you could do this. Do not let any obstacles get in the way at this time, simply articulate your dream. Joseph Campbell wrote, “One of the principals of human life is to follow you Bliss. “We will take care of the obstacles later in the process.

Determine what you need to do to become an Expert at your Passion

Read books, do Internet searches. Learn what is available free and at a cost of Time, Talent and Treasure. In some cases it will take more education. In some cases it will take an apprenticeship. In others it may require a Mentor. Napoleon Hill has written about forming what he calls a “Master Mind Group”. These are friend who have no interest in you other than to help you. They should be positive people that can help you visualize your dream. This may take some time to sort through. Find a Mentor who you can count on to grow and keep on path. The Buddhist have a saying; “When the Student is ready the Teacher appears”. Write a life action plan. It will not be finished until you reach the end of your path. The longest journey starts with the first step. Take your first step.

Make your Passion Valuable to the Marketplace

When you do what you Love … you become a Master at it. The whole idea of the Mentor-Protégé relationship is that the student eventually passes the teacher … and that is good. Whatever you have chosen as your passion or delight, take another look at it and determine what is valuable about it and how you can make it valuable to other people or companies. Peter Drucker the sage of Management said in one of his last books before he passed away a few years ago, “Have a Myopic Skill”. The more you hone your skill the more valuable it becomes. Take the example of a Medical Doctor who specializes in Cancer Treatment. Then he specialized further in Pediatric Cancer. This is a skill within a skill within a skill. The more myopic you make it the more valuable you become. It doesn’t matter what you choose it always happens because that is a primary rule of life. “Find out what you Love and Do It … but make it Valuable to the Marketplace”. All spiritualities speak of “using your talents”.

The Model of Mastering Anything

Unconsciously Incompetent – We all start in life at this step. We don’t know what we don’t know. I don’t know anything about Nuclear Fission. I don’t even know what I don’t know about it.

Consciously Incompetent – If we want to understand anything, we can read about it or search the Internet. Perhaps we can read a general book or two about it. This then allows us to at least understand what we don’t know. So we now are conscious of what we are incompetent of.

Consciously Competent – The next step is to learn about your passion, take courses, get a degree, or take an apprenticeship. Become knowledgeable about your passion. Never stop learning about it … you love it so that won’t be very hard. There is never enough knowledge.

Unconsciously Competent – Just do it! This is when a skill becomes second nature to you. You know and understand it so well that you just do it. This takes experience and continued learning and a desire for excellence.

Cary McGov­ern known as File­Man is the mar­ket leader for Records and Infor­ma­tion Man­age­ment Train­ing Resources. Dur­ing his 34 year career, he has assisted in the devel­op­ment of 500+ Com­mer­cial Records Cen­ters in 38 coun­tries, trained more than 2,500+ stu­dents. File­Man train­ing resources are used by RIM com­pa­nies worldwide.

Employee Complacency or Corporate Culture

As the 2-20 family of companies continues to grow, it further develops its corporate culture.  Our goal is to innovate and inspire our team to better serve the customer, implement new technologies and consistently improve our service offerings.  What we do is to challenge ourselves to maintain a quality team and never let them get stagnant in the process.  In a service industry such as Records and Information Management the permanence of employees is key to fortify relationships, yet creating progressive thinking in these employees is equally critical.  We take this mission seriously and consistently invite change, thus improvement and innovation into the daily equation. 

Tom Dumez of Kent Records discussed employee engagement at a recent conference.  Here is an excerpt from what he had to say:

Let me challenge you with some statistics that were taken from a recent survey. How well do you really know your employees?  Did you know that 46% of employees are either reactively or actively disengaged, have misguided loyalty, or are actually there mostly to negatively impact your business?  These employees cost us way too much money year after year, yet we usually keep them because “they have been here so long.”  Why do most companies historically hold onto the ‘fat’ for so long, instead of trimming it? We simply try moving the fat from one part of the body to another, which means we really didn’t lose any weight. We merely shifted it.

At 2-20 we believe it is our responsibility to constantly challenge employees to discover new ways to engage and serve the customer regardless of the service offering:  records storage, data protection, document shredding or digital solutions.  The question becomes how can an employee find improved work flow methods, promote individual strengths to serve the good of the whole? Complacency can become part of the culture.  If you have excellent employees and reward for new ideas this also becomes part of culture.  Remind your team, a job may remain the same, yet technology is evolving.  How can a position evolve with it?

Years ago, at my first record center experience we couldn’t hold on to Telemarketers.  It takes the right person to call and call, day after day.  We needed to make a change because no sooner had we invested in training our Telemarketer, they would leave.  We made a change in the way we executed the position.  We had our telemarketer spend part of the day calling new customers and part of the day visiting existing customers.  It worked.  Over time we also sent this person out with driver for one day each month.  They were a walking survey on how the pick-up and deliveries were going, asking the client for their feedback.  On the way out, they dropped off a bag of candy.  These visits were appreciated by the customer, were a great experience for our telemarketer to better understand the end-user they were calling, and kept them engaged in their position.  This was the ultimate win/win.

There is the tendency for complacency.  Perhaps it is the challenge of the corporation to think creatively and create a culture of consistent change.  Long term employees are extremely valuable and their intuitive nature of the business becomes a business asset.  Yet, it important to challenge your team to avoid:  ‘this is the way we have always done it.’ That doesn’t make it necessarily the best way.  How about companies who give time throughout the day for creative thinking.  Did you know if it weren’t for such allotted time the ‘post it’ note would never have been invented?   3M is sure glad they had this policy as this was the brainchild one team member discovered during such a period set aside for creative thinking.  At 2-20 we encourage and invest in the concept of consistent evolution, employee appreciation and a culture of innovation.

A new source of RIM information: the RIMproReport. What is it and who is Tom Adams?

Having spent 10 incredible years in the RIM services world both as a business owner and as an industry marketing consultant, Tom Adams had a dream to do a weekly program related to the industry.

“There are so many cool things happening within the broader RIM industry that no one is actively integrating all the information across all the service focus areas in this kind of media format” said Tom. 

Thus a new show was born in July of 2010.

The RIMproReport is a weekly show dedicated to the RIM services industry featuring industry news as well as interviews with interesting industry business leaders, practitioners, suppliers  and experts. Tom always adds a unique element of fun and humor to the show as well. You have to listen to get it.  

This show is valuable to companies, owners and employed individuals in the following industry areas:

• records storage and management
• document management
• scanning and imaging
• shredding and destruction
• data protection
• media storage management

Be sure to tune in each and every Thursday for a new episode. The show can also be downloaded to your iPhone via an  iTunes subscription

The show can be found at http://RIMproReport.com

Listen and let us know what you think.  Also don’t forget to visit the 2-20 family of companies for our ever-changing home page.  We will welcome spring tomorrow.  We took a little longer because we wanted you to take time to enjoy the look of our new sites before making the change.  Like google our page will change for events, seasons and world happenings.  Our goal is to always give you a new reason to visit.  Happy Spring!

www.2-20rm.com

www.storetrieve.net

www.azfile.com

www.flacrm.com

What blogs or RSS feeds do you follow?

As promised this blog will not always refer to the world of RIM.  Today I received an RSS Feed and thought this is worth sharing.  Often a consistent source of information and more importantly thought-provoking insight, www.onstartups.com with approximately 20,000 followers.  Originally started for Software Startups and written by Dharmesh Shah, onstartups contains interviews such as one with the founder of a larger company such as Kayak, and smaller businesses such as the post by the owners of Wistia, a start-up video hosting company.  At times this site is driven by the software world but often has great insight into the minds of business people who have successfully built companies. 

A few days ago I was particularly intrigued to see Wistia represented on onstartups. It was not long ago that I was in need of video hosting and via a Google search had stumbled upon Wistia.  One of the owners, Chris Savage happened to answer my call.  This gives you an idea of the size of the company.  I told Chris my video hosting needs and my non-existent budget.  I mentioned the word start-ups and found a kindred spirit who decided to help my cause.  I sat back and listened as Chris then showed me how to host my videos and gave me one on one technical support at a price that fit my budget, ZERO for technical support and a nominal price for hosting.  

A few weeks later I called Wistia again, the person who answered the phone screamed across the room, “Chris pick up the phone!”  I thought ‘Chris wasn’t lying this truly is a start-up.’  I pictured two guys in their basement building a company.  Yet in this world of over used technology there was something endearing. Chris again acquiesced and answered my questions.  I began routing for team Wistia and their success as they had invested in mine.  It is amazing to see one short year later their tremendous growth.  I would like to say I discovered them as an early adopter.

As someone driven by marketing, I make it a point to learn from others and utilize those strategies myself.  Why reinvent the wheel when you can just build a better one?  With the advent of blogs there is more information at your disposal than ever before.  I look for marketing insight everywhere I can.  I even enjoy the Celebrity Apprentice for this very reason (no, no, not that it is a mindless escape and the consistent drama).  I watch what the celebrities do and think of what I would do differently to market each task.  Perhaps this means you should now question my judgment.

Along this same vein of consistent sources of information, another brilliant entrepreneur is Tom Adams of the RIMproReport.  Tom produces Podcasts dedicated to all things RIM.  As opposed to me explaining about the tool Tom has created in the RIM World, I will let him do the honors with an upcoming post. 

As the weeks go by I will continue to provide interesting blogs, site and feeds.  Let’s learn from one another…

So what sites are you following? 

Why is a Records Manager Such a Vital Role in a Company?

It’s a common saying in our industry that no one really ever sets out in their career knowing that they want to be a records manager; we all fall into the role somehow.  I started as a librarian and then quickly transitioned to records when I started working in a corporate office as I was completing my second masters in information management (IM). 

During my IM studies I learned a great deal about technology and databases known as electronic document management systems (EDMS).  Believe it or not, I absolutely fell in love with implementing and deploying EDMS’.  It was as I was implementing these sophisticated electronic systems, even though I was a trained librarian, that I knew I needed more knowledge.  I needed to learn more about records to be able to fully understand how to create filing structures that were not only easy to navigate, but conformed to laws and a corporate retention schedule.  A colleague suggested that I look into a field called records management and so here I am today, an official records manager.

The world at large may not realize that being a records manager is such a critical role.  You are in charge of not just an organization’s paper records, but all of their data paper and electronic, onsite and offsite, structured or unstructured, information in a database or on a laptop.  You may have recently read about a major utility company in California that had a serious explosion in a large city which killed several people and caused millions of dollars in damage.  This incident was due to a faulty line that could have been identified had a records management program been put in place.  This company had eliminated their records and information management (RIM) program many years before.  The organization was unable to produce the required documents and was fined well over $3 million (not including attorney fees), which could have funded not only the RIM program for many years, but could have saved many lives. 

Organizations, even in this tough economic climate, need to value the role of the Records Managers and make it a ‘must have’ position.  This is not a person who simply sorts through a lot of boxes, but implements appropriate policies and procedures, conducts employee training and creates a records retention schedule as a start to developing a strong information governance program.  This role could help organizations save millions in fines and litigation fees.

As you can see my path to my profession is fueled by passion.  I believe in the power of RIM and the need for Records Managers as a prominent position in an organization.  Share your story:  How did you get into Records and Information Management? 

Submitted by Ilona Koti who will serve as a regular contributor on the smartstoragesolutions blog.  We encourage you to learn more about Ilona and her impressive credentials.  Ilona serves as a RIM Expert for the 2-20 Family of Companies.

Welcome to the Smart Storage Solution Blog

The Smart Storage Solutions Blog is dedicated to the world of Records and Information Management (RIM) and will include topical items, links and stories that might add interest or simply brighten your day.   The blog entries will be short, conversational and engaging.   We encourage you to follow the Smart Storage Solutions blog and invite you to contribute.

Tradition has it that, although seemingly self-indulgent, you must first introduce the blog author.  That said I will introduce myself.  My name is Anne Sommi Edmondson and I am the Executive Vice President of Marketing for 2-20 Records Management and our family of companies.  I have a long, long history in the world of RIM.

It all started with a summer job after college.   After a long stressful summer of living in a beach house, I went to work for a friend in her record center in Delaware as a Customer Service Representative.   This of course would only be temporary until I got a ‘real job.’  From CSR, taking orders and pulling boxes, to Vice President of Sales and Marketing, twenty years later, I remain entrenched in the world of RIM; this evidently is my ‘real job.’

Newly married, I left the record center in Delaware and moved to New Jersey.  I accepted a position at a National Records Management Software company as their Director of Marketing.  Then, I had a baby.  I learned a great deal about all the technical details of managing enormous inventories with complete accuracy and control.  The technology that ran many of the most sophisticated records centers was fascinating and offered insight to the inner belly of the RIM industry.  Then, I had another baby.  I went out training record centers across the country on RIM software, wrote a couple books about Information Management and attended many, many PRISM and ARMA conferences.  You guessed it, I had another baby.  I think it was around this time that my boss flinched when he saw my number on his caller ID.  Then came my fourth and final: ‘You are never going to believe it?  I’m pregnant,’ phone call.  It was then I decided it was time to retire.

Three months later, after the birth of my fourth child, I was back to work in another Record Center.  With four children at home, work now seemed like a vacation.  I only wished I could barcode each child, scan them to a shelf location and not retrieve them for a few hours.  I did not have the technology.  Working with the same boxes and barcodes that got me started many years before took on a whole new dimension armed with greater technical expertise.

Today I arrive at 2-20 Records Management and their ever growing family of companies.  The 2-20 concept hooked me:  service local markets, with local brands, a place where employees continue to know customers by their names, meet individual needs, and never lose that personal relationship by folding into the rote mechanisms of a large corporation.  I guess you can say it brought me back to my youth at the Record Center in Delaware that started it all; that personal customer driven focus.  Aided by 21st century technology and expertise providing Smart Storage Solutions, this service driven model completely inspires me.

As my oldest daughter now begins high school and I celebrate 18 years of marriage, it is frightening to say, the world of RIM supersedes all of them.  My only big news now is ‘we got a puppy!’ and I promise you we will not get another.  Now that you know a little about me, I commit that over the months and years to come, to contribute information to make it worth your while to follow the Smart Storage Solution blog.  I will also invite other industry veterans to contribute to this space as well.   It is these veterans who started at the bottom and now own record centers of their own, that have a wealth of knowledge and hands on experience to share.  If you would like to contribute contact me, aedmondson@2-20rm.com.

Let the Smart Storage Blog begin!

Coming soon…  I would like to introduce the 2-20 Records Management ‘Expert’ Ilona Koti.  Ilona has RIM certifications, titles and experience that leave me in complete awe.  Ilona will share this blog space and will introduce herself to our readership.