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To analyse the lessons learned from the Electronic Document and Records Management (EDRM) project at the Public Record Office of Northern Ireland to inform other practitioners.

Using PRINCE II project methodology the EDRM project objectives were to re‐introduce best practice records management following ISO 15489 as the standard, implement software that met the 2002 functional requirements devised by The National Archives UK and provide a detailed lessons‐learned report to inform the wider roll‐out to 18,000 users in the Northern Ireland Civil Service.

Develops practical lessons learned and highlights key issues and risks with a project of this nature and identifies some of the initial business benefits that can be achieved.

The Public Record Office of Northern Ireland was a relatively small organisational project and, due to the remit of the agency senior management support, which is critical, was somewhat easier to obtain.

This paper is a useful case study investigation of a project management approach to the introduction of EDRM within an organisation using ISO 15489 as a tool.

This paper reflects practical lessons learned from a successful implementation of EDRM and will help other professionals who are considering or already introducing EDRM in their own organisations.

The purpose of this paper is to focus on improving the monitoring and evaluation of DRM capacity development initiatives.

The paper first explores the complexities and challenges presented in the literature, before using empirical data from a research project in six countries (Ethiopia, Pakistan, Myanmar, Philippines, Haiti and Mozambique) to discuss current approaches to M & E of DRM capacity strengthening interventions.

This is generally an area of technical weakness in the initiatives studied, with poor understanding of terminology, little attention to outcomes or impact and few independent evaluations. The need for greater inclusion of participants in M & E processes is identified and one programme from the fieldwork in Mozambique is presented as a case study example.

The paper ends by presenting a unique M & E framework developed for use by DRM programmes to track the outcomes of their interventions and ultimately raise standards in this area.

The use of supportive digital technology – the provision of supportive services and self-management health tools using digital platforms – by marketers is increasing alongside research interest in the topic. However, little is known about the motivations to use these tools and which tool features provide different forms of social support (informational, emotional, instrumental, network or esteem). The purpose of this paper is thus to explore consumer perceptions of supportive healthcare self-management and preferences for different levels of interactive features as social support in a health services context.

A qualitative approach involving 30 semi-structured interviews with consumers interested in two common preventative health services that use supportive digital tools (SDTs) (skin-cancer checks and sexually transmitted infection checks) was undertaken. Thematic analysis was used to analyse the verbatim transcripts.

This research identified there is a lack of motivation to initiate the search for SDTs; consumers are motivated by a desire to control and monitor health concerns and avoid overuse of the health system. The findings showed a preference for social support to go beyond informational support, with a need for interactivity that personalised support in a proactive manner.

SDTs are positively perceived by consumers as part of health services. The motivation to use these tools is complex, and the social support needed is multifaceted and preferably interactive.

This research assists service marketers to better design informational and instrumental support for preventative self-managed healthcare services.

This paper extends knowledge about the motivation and social support required from SDTs in a preventative health service context.