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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

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					Coveo White Paper

Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk
March 2009

Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Table of Contents

Table of Contents
Executive Summary Business Knowledge Uncover Trends, Opportunities and Threats Protect Business Knowledge Human Resources Management Knowledge Continuity Employee Churn, Layoffs, Internal Transfers and Promotions Mergers & Acquisitions (M&A’s) Efficiency and Productivity Employment Litigation Litigation Management Litigation Preparedness Documentation Support for Litigation Preparedness Compliance Selecting the Right Solution Questions to Ask in Regards to a Solution Provider Why Coveo References 3 4 4 5 6 6 6 7 7 8 9 9 11 12 13 13 15 16

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Executive Summary

Executive Summary
In today’s marketplace, with data repositories across the enterprise growing at exponential rates, internal knowledge and relevant information is becoming increasingly difficult to find and retrieve when it is needed. With Enterprise Discovery software, the company’s information silos are indexed in an ‘always current’, centralized and scalable manner to provide a comprehensive view of corporate operations, intellectual property and relational capital. By allowing for such prompt access, management is better informed to make decisions, retain and use critical knowledge, as well as mitigate the risk and cost of litigation. This paper presents the various areas of business that benefit from Enterprise Discovery software, including strategic and operational planning, information security, human resources management, litigation preparedness and compliance. Furthermore, it provides detailed guidance on how to select the right Enterprise Discovery solution for your organization.

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Business Knowledge

Business Knowledge
In the information age, business knowledge is accumulating at an accelerated pace, to the point that for many executives and their employees, it is impractical to manually sort and analyze all of the data in order to make the best decisions in a reasonable timeframe. Enterprise Discovery solutions enable the indexing of information to provide business leaders with a unique and unprecedented view of their operations. By aggregating and indexing structured and unstructured data, Enterprise Discovery solutions provide the ability to uncover trends, opportunities and threats, as well as enhance information security.

Uncover Trends, Opportunities and Threats
According to an IDC study, in 2011, the digital universe will be 10 times the size it was in 2006.1 Organizations must be alert to the situation as the accelerated rate in the growth of information makes it increasingly difficult to retrieve and leverage internal knowledge. In business, not being able to access key information takes away the ability to respond quickly and make the best-informed decisions. Enterprise Discovery solutions enable organizations to rapidly and effectively leverage their own business knowledge to gain a competitive edge by uncovering trends, opportunities and threats in their marketplace. For example, a large customer-service department may have thousands of call centre employees and receive over a million calls per month. Analyzing IDC White Paper Sponsored by EMC, The Diverse and Exploding the collective needs and concerns of all customers Digital Universe, March 2008 would not be possible without an Enterprise Discovery solution, due to the time and cost it would take to break down the information. By enabling the company to search through masses of information by relevant variables and themes, comprehensive trend analysis is facilitated. By categorizing all of the incoming information and analyzing the patterns in the data, companies are able to base their decision-making on an understanding of what the visible and hidden demand is within their customer base. In a sales operation, Enterprise Discovery solutions can help drive more precise sales execution by allowing managers to look at accounts individually and see how many times a potential or existing customer has been contacted and analyze what steps need to be

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Business Knowledge

taken in order to close deals. This tool is also useful when a sales agent separates from a company, as it allows for the rapid access and analysis of the existing relationships managed by the departing representative to ensure that the customer relationship remains strong.

Protect Business Knowledge
In today’s highly competitive marketplace, it is imperative that companies protect their business knowledge. If confidential information regarding products or financials becomes compromised, the value of the company’s assets diminishes significantly. Enterprise Discovery solutions provide the ability to monitor which information is coming into a company, as well as the information leaving it, especially through email, which is considered one of the single largest points of risk for information leaks in an organization. While email represents one of the greatest productivity tools in an organization, it is also a gateway for trade secrets or inside information to be handed over to a competitor, which is an ongoing and high stakes threat to the company. Enterprise Discovery solutions can provide alerts of potential threats and help to proactively protect against the loss of intellectual property and confidential documents. “Pending business deals; relationships with customers, suppliers or fellow workers; drafts of documents; and even financial results for the quarter are buried in the email avalanche,” says Susan Feldman, Research Vice President of Search and Discovery Technologies at IDC. “To understand the state of the business, as well as curb potentially harmful actions, enterprises must integrate email into their information access platform.”

“

Pending business deals;

relationships with customers, suppliers or fellow workers; drafts of documents; and even financial results for the quarter are buried in the email avalanche,” says Susan Feldman, Research Vice President of Search and Discovery technologies at IDC. “To understand the state of the business, as well as curb potentially harmful actions, enterprises must integrate email into their information access platform.

Business Managers
BENEFITS of Using Enterprise Discovery
and threats

• Uncovers trends, opportunities • Protects Business Knowledge

HOW Enterprise Discovery Works

”

• Enables search by relevant variables

and themes to facilitate comprehensive trend analysis is entering and leaving an organization

• Enables company to see what information

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Human Resources Management

Human Resources Management
With current changes in the market environment, Human Resource (HR) departments are beginning to play greater, more strategic roles in the success of their organizations. As the departments’ focus is primarily placed on attracting and retaining the employees that will help their company succeed, forward-thinking HR teams must also support the company’s continued success by ensuring knowledge continuity, improving efficiency and productivity and assisting in employment litigation. With inevitabilities such as employee turnover, an Enterprise Discovery solution can help HR departments in these areas.

Knowledge Continuity
In today’s tough economic climate, companies are re-deploying and reducing their workforce in order to optimize and cut costs. Management as a whole, particularly in human resources, must find ways to prevent the loss of core institutional knowledge, which could have a detrimental effect on the success of its business when certain employees leave. Enterprise Discovery is a software solution that enables executives to facilitate knowledge continuity between employees and thus preserve corporate intelligence and productivity. Management is also concerned with relational capital — the intellectual capital or intangible assets that are created and maintained by obtaining, nurturing and managing good relationships with clients, suppliers, employees, governments, other stakeholders and even competitors. By having access to key information, a large amount of which is stored in email, business relationships can continue to prosper, even during times of high employee turnover.

Employee Churn, Layoffs, Internal Transfers and Promotions
An important element of knowledge continuity management is providing easy access to documents, data, emails and other information shared among the employee base. To keep business moving at the same pace, HR has a responsibility to keep knowledge from leaving the organization when employees leave, or becoming inaccessible when employees are promoted or transferred to a different department. Enterprise search solutions enable ready-to-go knowledge transfer, where a department is able to find the information to educate new employees about specific tasks, client relationships, accounts, projects, etc., and continue doing the work where the former employee left off.

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Human Resources Management

Mergers & Acquisitions (M&A’s)
While an Enterprise Discovery solution is beneficial for efficient day-to-day operations, it is of particular interest and can bring substantial value during a merger or acquisition (M&A) event. On the buyer’s side, a request could be made to have the solution installed prior to the M&A being completed for due diligence support. Enterprise Discovery solutions will help look through all data repositories to double-check on any representations and warranties that have been made to the buyer. Indexing all the acquired organization’s data can provide a complete view of the issues, above and below the surface, and therefore help better understand the inside challenges and mitigate the chance of unwelcome surprises during a transition period. This would give the buyer the ability to review all company information starting on day one and be aware of any outstanding issues or discrepancies. In addition, during a merger and acquisition, there is often a significant change in staff, including people who leave with many years of experience and accumulated knowledge. Enterprise Discovery solutions provide companies with an effective means of accessing all the information that these individuals have collected and stored prior to their departure, thus retaining a critical amount of their knowledge.
For knowledge continuity, HR has to provide a process of keeping knowledge from walking out the door when employees leave. Enterprise Discovery solutions enable HR to find the information so others can become knowledgeable about the specific task, client relationship, account, project, etc. and continue doing the work.

Efficiency and Productivity
In a marketplace where companies are continuously expected to reach more ambitious targets with fewer workers, employee efficiency and effectiveness becomes a paramount issue. Enterprise Discovery solutions allow companies to be more competitive by leveraging collective knowledge to enhance innovation and increase efficiency. In other words, allowing employees to do more with less. An IDC study showed that “an enterprise with 1,000 knowledge workers wastes $48,000 per week ($2.5 million per year) due to an inability to locate and retrieve information”.2 Not only is it a significant amount of money for an enterprise looking to cut costs, but it also makes for a less efficient company as project-hours are lost searching for information rather than being able to use it to meet organizational objectives and deliverables. One of the primary areas where productivity is lost is through searching email. According to analysts at Enterprise Strategy Group, more than 75 percent of the average company’s intellectual property is contained in email messages and their corresponding attachments.3 With email now being the unofficial “de-facto file server”, business people are finding it increasingly important to have instant access to information contained within their email folders, archives and corresponding attachments. Enterprise Discovery solutions facilitate this by enabling the search of continuously changing unstructured data.

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Human Resources Management

Leveraging internal knowledge is a challenge for all companies. Enterprise Discovery software adds value by helping companies understand a significantly greater proportion of the expertise, capabilities and information that is available to them through their own employees and allowing them to leverage it, as opposed to paying outside firms to recreate information that they already hold internally. It also fosters innovation as employees are able to quickly amass hordes of higher quality information for research purposes, including data that they may have not previously considered.

Employment Litigation
Considering that a large percentage of electronic discovery (eDiscovery) rulings against companies stem from employment lawsuits, it is clear that HR teams require an effective enterprise search and information access solution. Enterprise Discovery enables HR to access and analyze enterprise-wide information, including emails, intranets, blogs, wikis, etc. This is a valuable resource and efficient way of retrieving information when litigating employment law or when engaged in cases regarding harassment, wrongful dismissal or labor relations. In some cases, access to the proper information can prevent litigation from happening altogether.

Human Resources
BENEFITS of Using Enterprise Discovery HOW Enterprise Discovery Works

• Enables knowledge continuity • • •
Increases efficiency and productivity Diminishes risk of employee litigation Improves M&A due diligence

• Provides access to all information
created by departing employees

• Provides comprehensive and exact information
for better work processes and decision making information, including, blogs, wikis, etc. and warranties

• Enables the analysis of enterprise-wide • Facilitates search regarding representations

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Litigation Management

Litigation Management
What are the risks to an organization with regard to litigation? One word: significant. In Fulbright & Jaworski’s 2008 survey on litigation trends, 27% of all companiesi surveyed had more than 20 lawsuits commenced against them in the past year. Each year, one in every 10 companies spends $10 million or more on litigation — a figure that does not include ultimate case settlement or judgment payments.4 Given the current macroeconomic climate, enterprises should expect more litigation and regulation. An increase in litigation is anticipated as job losses, broken contracts and other economic hardships occur, while more regulation is expected to promote confidence and provide greater stability.5 Enterprise Discovery solutions can reduce both and benefit a company’s legal operations in a number of ways, including litigation preparedness, documentation support and compliance.

Litigation Preparedness
Fulbright & Jaworski’s 2008 survey indicates that 3% of all companies and 6% of the largest companies surveyed reported having dawn raids or search warrants issued against them.6 If an organization’s data repositories were seized during an investigation, how would the organization know what information is buried in the millions of emails from the previous three-year period, as well as the other electronic files in computers and servers that would now be in the possession of the authorities? What attachments were included in email? What was the phrasing in the seized Microsoft Word®, PDF or PowerPoint® files? What financial data was in the Excel worksheets? Consider that most documents would have multiple versions. As a preventative measure, Enterprise Discovery solutions enable organizations to know what information is in their repositories before something like this happens. In the event that servers are seized, Enterprise Discovery solutions can be used to index the backup servers to see what information is now in the authorities’ hands. Organizations need a policy regarding information. Email, in particular, must be managed proactively, as it is often the largest provider of information, and as unstructured data is difficult and time-consuming to search through. A contract dispute with a long-time vendor means that most organizations are vulnerable. Also, rogue employees are a threat as they can spread viruses through networks, erase key documents or even leak confidential information. The policy regarding document retention must be backed up with an archive of the organization’s information and its email. Furthermore, email has to be searchable so that, in the words of one senior manager, “we know what we know and we know what we don’t know”.
The breakdown of Fulbright and Jaworski’s 2008 survey respondents is as follows: 20% of companies had revenues below $100M, 40% had revenues between $100 Million and $999 Million, and 40% had revenues greater than $1 Billion.
i

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Litigation Management

Enterprise Discovery involves electronic information which is well-suited to investigations. Whereas paper documents must be scrutinized manually, digital data is searchable and extremely difficult or impossible to destroy. Contrary to the common beliefs of IT and legal counsels, emails, like other digital information, hardly ever die despite corporate purging policies. This is especially true for emails which all have a counterpart somewhere on a server. Furthermore, most organizations need a process to deal with the legal and operational exposure associated with email content, as well as other unstructured data. Even established firms face risks from exposures hidden within their electronic information. Morgan Stanley is a prime example of this, having experienced nearly $1.5 billion in judgments against them. In 2002, the company was fined $1.65 million by the U.S. Securities and Exchange Commission (SEC) for lax email storage procedures, and in 2006 they were fined $15 million on charges that emails were intentionally destroyed during an SEC investigation. More devastating than the fines, in 2004 they received a judgment against them ordering the company to pay a financier $1.45 billion for failure to produce relevant emails.7 Companies need to be proactive in indexing data before a legal event occurs. Organizations who wait risk having data erased or lost, or a laptop cleaned when there is a lawsuit occurring. By taking preemptive action before a case arises, legal departments can prepare for litigation cases – sometimes even avoid the case escalation altogether - and improve their chance of success while ensuring their compliance in terms of retaining documents and producing evidence.

By taking preemptive action before a case arises, legal departments can prepare for litigation cases and improve their chance of success while ensuring their compliance in terms of retaining documents and producing evidence. With the ability to know where the important information is, the IT department can take preemptive actions to archive and audit the systems that contain the most sensitive information and thus, better comply with current regulations.

When a discovery effort is put in motion, the ability to act quickly is imperative. Sorting it all manually would simply not be possible. Enterprise Discovery solutions can act as a tool for early case assessment, thereby further reducing the cost of litigation. When litigation does occur, volumes of information can be culled in a timely fashion, and faster and better informed decisions regarding cases can be made. Moreover, the ability to identify the relevant information can help reduce the data set transferred to the reviewers, greatly reducing the review costs and evidence production process.

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Litigation Management

Documentation Support for Litigation Preparedness
The cost of litigation alone can be extremely damaging for a company. In a litigation event, eDiscovery comprises one of the largest costs. Consider that it takes as much as 100,000 sheets of paper, or 25 banker’s boxes, to print one gigabyte of information. With a review attorney taking up to a day to process one banker’s box and charging between $200 and $400 per hour, the cost adds up to more than $40,000 for each gigabyte of data reviewed. Hence the organization’s ability of to filter and reduce the review data set to a greater degree of relevance is critical to drive legal costs down. In addition, when considering that first-time indexing can take weeks prior to beginning the search and retrieval process, the preparedness associated with maintaining an index can help provide more time for culling the information. This further reduces the review data set, and can even prevent the case altogether by assessing the risk appropriately and resolving it before it escalates. For one single case, the fees can easily add up to seven figures. Enterprise Discovery solutions allow IT and legal professionals to run various types of searches on the network, including themes, keywords, concepts or people, to find volumes of information that might be relevant to a lawsuit. It also allows them to retrieve the applicable documents and deliver them efficiently during a court case. Furthermore, it ensures that the documentation is stored in compliance to industry rules and regulations. By giving a unique point of access to all documents and information exchanged within the organization, Enterprise Discovery solutions provide IT and legal departments with a powerful set of tools that enable them to track information within their network infrastructure. With the ability to find information quickly, the IT department is more prepared to produce evidence as information is easier to locate. It also allows them to take preemptive actions to archive and audit the systems that contain the most sensitive information, which also helps them comply with regulatory requirements. Enterprise Discovery not only helps IT identify the information required by the legal department; it also provides an efficient means to transport potentially massive volumes of documents to the legal team and ensures that documents will be retained during the process. For the legal counsel, it allows for content to be easily searched in order to determine which information could be disclosed by searches requested by the court and take measures to retain unsolicited information in accordance to regulations such as the Federal Rules and Civil Procedures (FRCP) in the United States. In some court actions, electronic discovery processes require corporations to provide plaintiffs with the responsive documents related to the case, based on search terms agreed upon by parties in the discovery protocol or as set by the court. Often there are serious time constraints to produce this evidence. IT departments must prepare themselves for urgent requests from their company’s Legal Department to produce evidence following a court order. 4 www.coveo.com
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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Litigation Management

Compliance
In order to comply with U.S. regulations, such as FRCP, Sarbanes-Oxley (SOX), Health Insurance Portability and Accountability Act (HIPAA), Federal Information Security Management Act (FISMA), Gramm-Leach-Bliley Act (GLB Act) or the Transportation Recall Enhancement, Accountability, and Documentation (TREAD), search and information access solutions have become a necessity for firms. In some cases, failure to comply with certain laws can result in substantial civil or criminal charges. With an Enterprise Discovery solution, mechanisms can be put in place to monitor and alert when compliance is breached. Enterprise Discovery solutions help identify which data repositories need to be archived and audited, and provide a single point of access and view of all the information contained on the corporate network. Furthermore, they ensure that the right decisions are made in the process of implementing and adhering to compliance, such as archiving and document retention policies. Within an organization, email often presents one of the largest compliance risks. To comply with regulations such as FRCP, email evidence for discovery must be produced in a short period of time. Since this process is time-consuming, costs can run quite high if specialized firms become engaged in the process. Before sending large volumes of documents to lawyers for analysis and discovery, it is more cost-effective for legal counsel or a compliance officer to have a look first. Enterprise Discovery makes this possible by enabling the search of unstructured data. Litigation, regulation, audit and internal investigation are forcing companies to locate and produce all relevant electronically stored information (ESI). The FRCP stipulates that when a company suspects it is being sued, printing a copy of critical email is no longer enough and that the information has to be preserved in its various electronic formats or the company will be fined. Failure to produce this information has led to millions of dollars in fines in the past, as previously mentioned in the case of Morgan Stanley.

Legal Counsel
BENEFITS of Using Enterprise Discovery HOW Enterprise Discovery Works
information is in their repositories

• Enables litigation preparedness • Documentation for litigation
preparedness

• Enables organizations to know what • Facilitates search for legal
documents

• Maintains compliance

• Monitors and alerts when compliance
is breached

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Selecting the Right Solutions

Selecting the Right Solution
Given the benefits of Enterprise Discovery solutions for organizations’ management teams, in terms of decision-making and risk management, the return on investment is clear. With many solutions available on the market, it is important to select the one that best suits your company. One of the important characteristics to look for in an Enterprise Discovery solution is flexibility. In order to meet your organization’s specific needs, it is important for it to be scalable and adaptable. To provide 20/20 vision into your information silos, it is important to choose a solution that can index a wide variety of corporate systems and is able to handle both structured and unstructured data within an organization’s diverse information systems topologies. It should also handle themes and grouping by concepts in order to view all of the data related to specific search terms as well as complex queries. Of utmost importance, you need a cost-effective solution that is easy to use and puts minimal work on the shoulders of your existing information technology resources. The solution provider should be easy to do business with and facilitate rapid deployment with minimal disruption. To minimize risk, there is tremendous value in having a proof of concept for an enterprise search solution using your own data set and situation, as well as having access to high-quality customer support to ensure that you are getting the most out of the software and benefit from improved efficiency, team collaboration and self-service.

Questions to Ask Solution Providers
When speaking with a solution provider, it is important to understand their product, capabilities and how they can meet your needs. The following are key questions you may want to ask when conducting your research. 4 4 How can you ensure that the solution will work on our data set and IT environment? What is the amount of time required to deploy the solution?
 

When will the system be available in production? What factors are incorporated in calculating installation time?

4 4

Can the solution scale to larger volumes of data? How easy will it be to deploy the solution on other repositories in the future?

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Selecting the Right Solutions

Questions to Ask Solution Providers (continued)
4 What kind of hardware is required to implement the solution?


What up-front investments will be needed with the solution?

4

What are the proven levels of scalability?
 

Size of index, number of documents indexed? Number of documents per server?

4 4

Can the search engine be accessed via a SmartPhone mobile device? What kinds of corporate systems can the search capability work on?


What corporate systems cannot be searched by the solution?

4

Does the vendor offer a proof of concept prior to contracting?
 

How rapidly can this be set up? What are the costs and requirements?

4 4

Is your supplier providing you the means to calculate the total cost of ownership over time? Is the vendor flexible and responsive?
 

Can they adapt to all our business scenarios and needs? Are they responsive and able to resolve issues efficiently?

4 4

Are you confident that the provider can deliver the solution within the timeline required, while taking into consideration the specific constraints of your company? Is your supplier providing you the means to calculate the total cost of ownership (TCO)?

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

Why Coveo

Why Coveo
Coveo has created a new paradigm in Enterprise Discovery by delivering the unique combination of enterprisegrade scalability, connectivity and security - award-winning solutions with professional services that empower managers to drive better results. Coveo offers a superior user experience that is both fast and cost-effective to deploy, and offers proofof-concept through a risk-free trial. Designed by veterans in the search industry, Coveo’s enterprise search solution provides instant access, from anywhere, to valuable information by indexing all relevant material found on intranets, email servers and archives, customer relationship management (CRM), enterprise-wide systems, databases, web content, multimedia voice content and other enterprise systems. With a secure unified interface so companies can manage information access privileges, their Enterprise Discovery solutions offer a simplified deployment process which makes it easier to use, allowing you to do more with less and receive superior results.

Uni ed Information Access
From SmartPhones From Workstations

Enterprise Discovery

Enterprise Wide

My Emails | People | CRM | Files
Advanced Search | Preferences | Help

Secure Unified Search

Search

Email

Intranet

CRM

People

And More...

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Enterprise Discovery to Facilitate Decision-Making and Mitigate Risk

References

References
1

IDC White Paper sponsored by EMC, The Diverse and Exploding Digital Universe, March 2008. IDC: The Hidden Costs of Information Work, April 2006, IDC #201334. Steve Duplessie and Peter A. Gerr, Enterprise Strategy Group, Unlocking the True Power of Enterprise Message Management, September 2005. Fulbright & Jaworski, L.L.P., Fifth Annual Litigation Trends Survey Findings, 2008. Brian W. Hill, Forrester Research, Trends 2009: eDiscovery, 2009. Fulbright & Jaworski, L.L.P., Fifth Annual Litigation Trends Survey Findings, 2008. Paul MacDougall, More E-Mail Problems, More Fines For Morgan Stanley, Information Week, May 2006.

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Copyright © 2009 Coveo. All Rights Reserved. US Headquarters: 945 Lakeview Parkway, Vernon Hills, IL 60061 Privacy Policy: http://www.coveo.com/en/legal-privacy

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