The AC+erm project aims to investigate and critically explore issues and practical strategies for accelerating positive change in electronic records management. The project’s focus is on designing an organisational-centred architecture from three perspectives: people, process and technology. This paper introduces the project, describes the methodology (a systematic literature review, e-Delphi studies and colloquia) and presents solutions for improving ERM developed from the people and process e-Delphi responses. ERM is particularly challenging and the solutions offered by the Delphi participants are numerous, and range in scale and complexity. The only firm conclusion that one can draw is that the majority of the solutions are people-focussed ones. The Cynefin framework is introduced as one approach for providing a conceptual overview to our findings on ERM. The sample solutions presented in this paper provide a toolkit of ‘probes’ and ‘interventions’ for practical application in organisations.