Developing a New System for Records Management at The Postal Museum
| Sponsor: | The Postal Museum |  |
| Sponsor Liaison: | Chris Taft, Ian Tolley | |
| Student Team: | Tejas Balcha, Michael Collins, Lily Dukette, Samruddhi Naik | |
| Abstract: | In collaboration with The Postal Museum (TPM) in London, this project aimed to develop a new structured system for managing digital records using Microsoft 365. Historically, TPM utilised shared drives that evolved over time without the benefit of modern standards for preservation, security, and legal compliance. To address this, we examined legal requirements, evaluated Microsoft 365 capabilities, interviewed 14 staff members (including six department heads), and designed an improved SharePoint and Teams structure. In addition to technical solutions, we created comprehensive training materials to support long-term adoption. We are hopeful that this new system will empower TPM to manage its records more efficiently, ensure compliance, and build a sustainable foundation for future growth. |
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| Link: | Final Report | |
Executive Summary
Introduction
The Postal Museum (TPM), located in London, is a leading cultural institution dedicated to preserving and showcasing over 500 years of British postal history. Through exhibitions, educational programs, and archival collections, TPM serves both the general public and academic researchers. As digital information expanded across departments, TPM recognised the need for a more efficient, secure, and sustainable approach to managing records. Historically, TPM relied on shared network drives to manage digital records. Over time, this system became difficult to maintain, leading to issues such as file duplication, inconsistent naming conventions, disorganised folder structures, and risks related to UK data protection compliance. To address these challenges, TPM transitioned to Microsoft 365, improving organisation, version control, and access management aligned with legal standards (see Figure E.1). Despite the shift to Microsoft 365, staff familiarity with the system’s full capabilities remained limited. Many departments continued to use individualised, nonstandard practices, reducing the overall effectiveness of the transition and highlighting the need for a coordinated, institution-wide strategy for digital records management.
This project aimed to assess how TPM stores, accesses, and manages digital records and to recommend and implement a robust, user-friendly system within Microsoft 365. The new system prioritises usability, legal compliance, operational support, and long-term digital preservation. Additionally, the project involved designing an improved SharePoint and Teams structure, along with developing training and support resources to promote adoption and build institutional knowledge.
Our Approach
We identified five objectives that shaped our research, system design, and implementation strategy. They are as follows:
Objective 1: Identify the legal and regulatory factors that drive how material should be stored at TPM. We started our project by researching the legal and regulatory standards of records management in the UK. This included reviewing documents like the UK General Data Protection Regulation (GDPR) and the Data Protection Act (2018) to understand the retention laws in the UK.
Objective 2: Determine best practices in the use of Microsoft 365 for records management, including an assessment of how Microsoft 365 arranges and stores files in ways to maintain confidentiality and achieve regulatory compliance in adherence to cybersecurity standards. To determine the best practices, we consulted a Microsoft Principal Technical Architect who provided us with research sources. We also interviewed a WPI Computer Science professor who explained their file storage methods.
Objective 3: Determine staff preferences for file arrangement, access, and preservation. We conducted seven leadership interviews, and eight observation-style think-aloud interviews (Figure E2) through which we were able to identify the challenges and preferences in file management.
Objective 4: Implement a new structure for the Teams and Share Point site that meets staff preferences (i.e., Objective 3), develop file naming protocols, and retention schedule guidance. We developed a new SharePoint and Teams structure, incorporating folder organisation, file naming conventions, and retention guidance based on Objective 3 findings.
Objective 5: Develop training and support material, user guides for end users, and guides for technical and support staff. We created comprehensive training guides and tutorials in different formats such as step-by-step walkthroughs, videos, etc. These materials were iteratively updated based on feedback from staff.
Findings, Analysis, and Results
Our research found that while TPM had adopted Microsoft 365, usage varied widely across departments. Many staff members continued relying on local storage or public drives, citing difficulties with navigation and a lack of standardisation. Interviews and observations showed that files were often organised using personal logic rather than shared conventions, leading to disorganisation, file duplication, and confusion over document ownership.
Staff expressed a strong preference for intuitive folder structures and task-based file naming conventions. Excessive folder depth and inconsistent labelling made it time-consuming to find documents and hindered collaboration. There was also a clear need for better training and clearer retention guidelines to support consistent file storage and deletion practices (Figure E3).
Security concerns were prominent. sensitive information was sometimes accessible in shared directories with minimal controls, and TPM’s continued reliance on one-factor authentication posed vulnerabilities under GDPR and the Data Protection Act 2018. Additionally, widespread access to root-level directories increased the risk of accidental edits or file deletions.
Remote work highlighted further challenges. Much of TPM’s infrastructure was not fully cloud-accessible, making it difficult for staff to retrieve files outside of the office. Collaboration across departments was limited by disorganised storage practices, lack of a centralised system, and insufficient version control protocols, resulting in duplicate documents and slowed workflows. In response, we collaborated with TPM to design and implement improvements within SharePoint and Microsoft Teams:
Folder Standardisation: We introduced a consistent structure for SharePoint and Teams sites, featuring clear labels, limited nesting, and customised access permissions.
File Naming Conventions: A standardised naming protocol was developed, incorporating dates, version numbers, and descriptive titles to improve findability.
Retention Scheduling: Microsoft Purview was used to automate retention policies, providing alerts when files neared deletion or archive dates. Champion Users: Staff members in each department were designated as “Champion Users” to support colleagues, promote best practices, and encourage adoption of the new system.
Training Resources: A dedicated SharePoint training site was created, offering tutorials, videos, annotated guides, and onboarding resources. Advanced materials were also developed specifically for Champion Users.
Training emphasised not just technical navigation, but also the importance of retention policies and GDPR compliance. By embedding these principles into daily workflows, the new system fosters sustainable and legally compliant information management.
The updated Microsoft 365 environment offers key benefits including improved efficiency with a unified file structure and automated retention processes, enhanced compliance for improved access controls and GDPR-aligned storage practices lower legal risks and trained Champion Users ensure TPM can continue evolving its records management practices.
By strengthening its digital infrastructure, TPM is now better equipped to support remote work, enhance collaboration, and preserve its historical records with greater security and consistency.
Conclusions and Recommendations
Our research identified several critical areas for improving records management practices at TPM. Based on the results from our staff interviews, feed-back testing, and documentation research, we developed four recommendations.
First, we recommend a clear and easy to understand retention policy v documentation that is suited to each department. TPM’s current retention schedule, while legally sound, is underutilised due to complexity and lack of accessible guidance. Four out of seven executive leaders at TPM reported some level of difficulty following current retention policies within their team. To address this, simplified, department-specific summaries should be created, supported by automated reminders and prompts from within Microsoft Teams. This will promote better understanding and compliance while reducing legal risks.
Second, we recommend role-based access and a clear file structure. Inconsistent folder organisation and open access to sensitive files were identified as major issues. Our new proposal for TPM’s SharePoint and Teams structure offers a standardised approach with rolebased permissions. This will improve security, ease of navigation, and alignment with the retention schedule. Features like a general file naming convention and colour-coded confidentiality labels (Figure E4) will further support consistency and secure record-keeping.
Third, we recommend ongoing development of training materials and reference tools. Lack of training, not technology, was the main barrier to effective Microsoft 365 use. A SharePoint tutorial site with videos, guides, and naming conventions has been created. We recommend regularly updating these materials, adding a formal onboarding module, and continuously testing based on user feedback.
Fourth, we recommend appointing and supporting department-specific Champion Users. These trained internal experts will reduce IT burden, reinforce best practices, and improve peer-to-peer support. Providing dedicated resources and training will ensure Champion Users can guide and educate their teams effectively.