Where almost every records program is stuck

Conversation 1 - the people who have to do the work don't believe it's important.

Or

Conversation 2 - they believe that the way you're trying to get them to do it makes the work unimportant.

Every file server in your organisation is a testament to one or the other.

If people are telling you that they believe in records and they believe information is important, and still not doing the work, it's number 2.

Conversation 1 is about the value of records.

Conversation 2 is about how you get to the value of records.

Mostly people don't have a problem with conversation 1. They understand or can be made to understand very quickly that the quality of their records largely determines how well they can do their job.

Conversation 2 though, is a serious problem for records.

If the way you get to the value of records makes it difficult enough that it's eaten up any value that people feel, you need either a bigger stick, or a change in approach to get them to do the work.

The lesson of the last 20 years is that the stick is getting smaller.