What Is Ecm?


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  • What Is Ecm?

    1. 1. Atle Skjekkeland Vice President, AIIM What is Enterprise Content Management?
    2. 2. AIIM Training Programs
    3. 3. Today…
    4. 4. What is ECM? <ul><li>Enterprise Content Management </li></ul>The strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to key organizational processes. CAPTURE MANAGE STORE PRESERVE DELIVER
    5. 5. <ul><li>ECM is not a single system </li></ul><ul><li>ECM usually is a group of aligned systems </li></ul><ul><li>ECM is about ‘unstructured’ information </li></ul>What ECM covers <ul><li>Used by humans </li></ul><ul><li>Images </li></ul><ul><li>Office documents </li></ul><ul><li>Graphics and drawings </li></ul><ul><li>Print streams </li></ul><ul><li>Web pages and content </li></ul><ul><li>E-mail </li></ul><ul><li>Video </li></ul><ul><li>Rich media assets </li></ul>Unstructured information <ul><li>Processed by systems </li></ul><ul><li>Databases </li></ul><ul><li>Ordered data </li></ul><ul><li>Sales and invoicing </li></ul><ul><li>Accounting </li></ul><ul><li>Human resources </li></ul>Structured information
    6. 6. Why ECM? Why do end users care about ECM? COST-DRIVEN USERS - Improve efficiency - Reduce costs - Increased profits/Better performance CUSTOMER-DRIVEN USERS - Better customer service - Leadership/Competitive advantage - Faster turnaround/Improved response RISK-DRIVEN USERS - Compliance - Risk management/Business continuity
    7. 7. Why do end users care about ECM?
    8. 8. ECM Concepts
    9. 9. 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards, Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Re-purposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces… 2. Capture 9.Classification ECM Concepts
    10. 10. 2. Capture 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards & Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Repurposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces & Legacy Systems 2. Capture 9.Classification
    11. 11. 2. Capture <ul><li>Capture - getting information from source into ECM system </li></ul>ECM system Capture
    12. 12. 3. Storage <ul><li>Information Lifecycle Management </li></ul><ul><li>“ A new set of management practices based on aligning the business value of information to the most appropriate and cost effective infrastructure” </li></ul><ul><li>ILM is a new approach to operating the datacenter </li></ul><ul><ul><li>Designed to address the top problem in the datacenter : complexity </li></ul></ul><ul><ul><li>It is a business-driven management practice </li></ul></ul><ul><ul><li>ILM is the framework through which we organize, instrument, </li></ul></ul><ul><ul><li>automate, and operate information and data services </li></ul></ul><ul><ul><li>ILM is a process not a product </li></ul></ul><ul><ul><li>Must account for regulatory compliance </li></ul></ul><ul><ul><li>Source: SNIA </li></ul></ul>
    13. 13. 3. Manage - Key ECM technologies <ul><li>Imaging </li></ul><ul><li>Document Centric Collaboration </li></ul><ul><li>Electronic Document Management </li></ul><ul><li>Electronic Records Management </li></ul><ul><li>Email Management </li></ul><ul><li>Workflow & Business Process Management </li></ul><ul><li>Web Content Management & Portals </li></ul><ul><li>Digital Asset Management </li></ul><ul><li>Information Organization & Access </li></ul>
    14. 14. 3. Manage – Document Centric Collaboration <ul><li>Collaboration is a working practice whereby individuals work together to a common purpose to achieve business benefit. </li></ul><ul><li>Key features of collaboration tools are: </li></ul><ul><ul><li>Synchronous collaboration: online meetings and instant messaging </li></ul></ul><ul><ul><li>Asynchronous collaboration: shared workspaces and annotations </li></ul></ul><ul><li>Many organizations are also looking at Free-form Collaboration tools to improve collaboration and reduce number of emails </li></ul><ul><ul><li>Social Networking tools, blogs, and wikis </li></ul></ul>
    15. 15. 3. Manage - Document Management <ul><li>DM is an electronic capability that manages documents. Document can be defined as “recorded information or object which can be treated as a unit”. </li></ul><ul><li>Key DM features are: </li></ul><ul><ul><li>Check In / Check Out and Locking; </li></ul></ul><ul><ul><li>Version Control; </li></ul></ul><ul><ul><li>Roll back; </li></ul></ul><ul><ul><li>Audit Trail; </li></ul></ul><ul><ul><li>Workflow </li></ul></ul>
    16. 16. 3. Manage - Electronic Records Management <ul><li>An ERMS is an electronic capability that helps in the management of records – both electronic records and physical records. </li></ul><ul><li>Key ERMS features are: </li></ul><ul><ul><li>Declaration; </li></ul></ul><ul><ul><li>Classification; </li></ul></ul><ul><ul><li>Access Control; </li></ul></ul><ul><ul><li>Disposition; </li></ul></ul><ul><ul><li>Long-term preservation </li></ul></ul><ul><li>A Record is a Document that is… </li></ul><ul><ul><li>Required as proof of business decision </li></ul></ul><ul><ul><li>Required for business continuity </li></ul></ul><ul><ul><li>Required for legal or compliance reasons </li></ul></ul><ul><li>If in doubt – make it a record </li></ul>
    17. 17. 3. Manage - Web Content Management <ul><li>Web Content Management provides a set of procedures for managing content – from its creation or import to its archive and eventual destruction - that is destined for publication on the Web. </li></ul><ul><li>The key features of web content management are: </li></ul><ul><ul><li>Design and organise websites in order to provide users with efficient and effective access to relevant and up-to-date content; </li></ul></ul><ul><ul><li>Control and prepare the content ready for publication; </li></ul></ul><ul><ul><li>Control the content evaluation and approval process prior to publication on the web site; </li></ul></ul><ul><ul><li>Automate key parts of the publishing process. When web pages are being built dynamically by a content management system, manual testing may need to be undertaken to ensure that all components fit together properly prior to publishing. </li></ul></ul>
    18. 18. <ul><li>BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state. </li></ul>3. Manage – Business Process Management Design & Simulation Services Monitoring Services Process Registry Orchestration ( Workflow ) Engine Rules Engine Integration Services Content / Data Repositories
    19. 19. 4. Preserve <ul><li>Storage media obsolescence </li></ul><ul><ul><li>Copy records to appropriate media before this becomes a problem </li></ul></ul><ul><li>Media degradation </li></ul><ul><ul><li>Choose, store and protect </li></ul></ul><ul><ul><li>Bit-wise checking </li></ul></ul><ul><ul><li>Checksum calculation </li></ul></ul><ul><li>Format obsolescence </li></ul><ul><ul><li>Technology preservation </li></ul></ul><ul><ul><li>Emulation </li></ul></ul><ul><ul><li>Migration </li></ul></ul><ul><ul><li>Exotic techniques </li></ul></ul>
    20. 20. 6-7. Deliver & Repurposing <ul><li>Distribution channels – you can deliver content via: </li></ul><ul><li>Paper </li></ul><ul><li>Internet / Intranet / Extranet(s) </li></ul><ul><li>Portals </li></ul><ul><li>E-Mail (perhaps with attachments) </li></ul><ul><li>Fax (automatically) </li></ul><ul><li>Mobile phone (web enabled, or by SMS ‘texting’) </li></ul><ul><li>Personal Digital Assistants (PDA) </li></ul><ul><li>XML – for display and/or data transfers </li></ul><ul><li>Instant messaging </li></ul><ul><li>Web-casting and content streaming </li></ul><ul><li>RSS </li></ul>
    21. 21. 8. Metadata <ul><li>Example of metadata in MS Office 2007 </li></ul><ul><li>New “Document Information Panel” can be customized by document type and brought front and center. </li></ul>
    22. 22. 8. Metadata - types <ul><li>One way to categorize metadata; </li></ul><ul><li>Descriptive : Information describing the content used for search and retrieval. </li></ul><ul><li>Structural : Information that ties this item with others, such as pages in a book, or the documents in a case folder. </li></ul><ul><li>Administrative : Information used to manage and control access to the item. </li></ul><ul><li>Source: IMERGE Consulting </li></ul>
    23. 23. 8. Metadata - standards <ul><li>Dublin Core </li></ul><ul><ul><li>The Dublin Core Metadata Initiative (DCMI) (Dublin, OH) </li></ul></ul><ul><ul><li>Now ISO 15836 </li></ul></ul>Creator Title Subject Contributor Date Description Publisher Type Format Coverage Rights Relation Source Language Identifier
    24. 24. <ul><li>Vocabularies represent potential metadata values </li></ul><ul><li>Vocabularies can be controlled or uncontrolled </li></ul><ul><ul><li>Controlled vocabularies: metadata must come from a set list (e.g. “Province”) </li></ul></ul><ul><ul><li>Uncontrolled vocabularies: metadata can be applied free-form (e.g. “Town”) </li></ul></ul><ul><li>“ Taxonomies” are a particular type of controlled vocabulary </li></ul><ul><ul><li>But not all controlled vocabularies are taxonomies </li></ul></ul>8. Metadata – vocabularies (1)
    25. 25. <ul><li>It’s important to control vocabulary so your searchers don’t have to </li></ul><ul><li>Standards need to be set to minimize confusion among taggers/indexers </li></ul><ul><ul><li>Enforces terminological consistency </li></ul></ul><ul><ul><li>Reduces spelling mistakes </li></ul></ul><ul><ul><li>Enables interoperability </li></ul></ul><ul><li>Technology can manage thesaurus (“like”) terms </li></ul>8. Metadata – vocabularies (2)
    26. 26. <ul><li>For humans, adding metadata means work </li></ul><ul><li>Indexers may not see the ultimate benefit of metadata themselves </li></ul><ul><ul><li>Benefits tend to accrue to the enterprise and content consumers </li></ul></ul><ul><li>To be sure, clerical staff can be forced to index </li></ul><ul><ul><li>In some imaging systems, it is a specialized skill </li></ul></ul><ul><li>In other cases: “Not my job” </li></ul><ul><li>Sometimes humans provide incomplete or inaccurate metadata </li></ul><ul><li>So a question arises: </li></ul><ul><li>Is there a way to get machines to add metadata for us? </li></ul>Source: Taxonomy Strategies 8. Metadata – manual process
    27. 27. <ul><li>Need to consider: </li></ul><ul><li>Automatic classification tools exist, and have potential </li></ul><ul><ul><li>Auto-categorization software as well as some search engines can attempt to classify content </li></ul></ul><ul><ul><li>They still rely on an authoritative taxonomy or controlled vocabulary </li></ul></ul><ul><ul><li>Typically need “training” to achieve minimally acceptable results </li></ul></ul><ul><li>But results are typically not as good as humans’ </li></ul><ul><ul><li>Degree of human involvement becomes a cost/benefit tradeoff </li></ul></ul>Source: Taxonomy Strategies 8. Metadata – automated
    28. 28. 9. Classification Classification: “ the systematic identification and arrangement of business activities and/or records into categories according to logically structured conventions, methods and procedural rules represented in a classification system” Source: MoReq
    29. 29. 9. Classification - examples Dewey Decimal System Personal Classification Faceted Classification
    30. 30. 9. Classification - benefits <ul><li>Providing linkages between individual records which accumulate to provide a continuous record of activity </li></ul><ul><li>Ensuring records are named in a consistent manner over time </li></ul><ul><li>Assisting in the retrieval of all records relating to a particular function or activity </li></ul><ul><li>Determining security protection and access appropriate for sets of records </li></ul><ul><li>Allocating user permissions for access to, or action on, particular groups of records </li></ul><ul><li>Distributing responsibility for management of particular sets of records </li></ul><ul><li>Distributing records for action </li></ul><ul><li>Determining appropriate retention periods and disposition actions for records </li></ul>
    31. 31. 9. Classification - issues <ul><li>Key issue in a new ECM environment is ease-of-use and performance for users </li></ul><ul><ul><li>If users aren’t happy, environment won’t work </li></ul></ul><ul><li>Business Classification Scheme (BCS) design and deployment will have major impact on usability </li></ul><ul><ul><li>BCS design and deployment must maximize ease-of-use and performance for users </li></ul></ul><ul><li>Note - usability will also be affected by </li></ul><ul><ul><li>Number of levels </li></ul></ul><ul><ul><li>User interface </li></ul></ul><ul><ul><li>Using ‘shortcuts’ or ‘favourites’ </li></ul></ul><ul><ul><li>Availability & quality of other retrieval tools </li></ul></ul><ul><ul><ul><li>e.g. a search engine </li></ul></ul></ul>
    32. 32. 9. Classification - taxonomies <ul><li>Taxonomy is the science of classifying information </li></ul><ul><li>A taxonomy is a law for classifying information </li></ul><ul><li>Controlled vocabulary </li></ul><ul><ul><li>Simple list </li></ul></ul><ul><ul><li>Synonym ring </li></ul></ul><ul><ul><li>Hierarchical classification </li></ul></ul><ul><ul><li>Thesaurus </li></ul></ul><ul><ul><ul><li>Football </li></ul></ul></ul><ul><ul><ul><li>Sport </li></ul></ul></ul><ul><ul><ul><li>Pastime </li></ul></ul></ul>
    33. 33. 9. Classification - taxonomies
    34. 34. 9. Classification - ontology Capturing all the uses of ice cream… A complete ontology would account for more relationships and properties. Source: Roz Chast, The New Yorker
    35. 35. 9. Classification - folksonomy <ul><li>Folksonomy : the anti-controlled vocabulary. Collaborative vocabularies for tagging content, rarely with any sort of control </li></ul><ul><li>Relevance between metadata and content may be determined by users in a democratic fashion </li></ul><ul><ul><li>four users define an object as being “green” </li></ul></ul><ul><ul><li>one user defines an object as being “aqua” </li></ul></ul><ul><ul><li>relevance can be defined as &quot; more green than aqua ” </li></ul></ul><ul><li>Over time, clusters emerge and communities typically self-organize around them </li></ul><ul><li>Typically arise in Web-based communities where individuals to share content, then create and use tags (e.g., blogs) </li></ul><ul><li>Applied to enterprise use cases when there is a critical mass of taggers to make it worthwhile </li></ul><ul><ul><li>Can be a useful “bottom-up” approach to developing taxonomies </li></ul></ul>
    36. 36. 10. Search & Retrieval <ul><li>Three main ways people look for information </li></ul><ul><li>Pattern Matching (a.k.a., search) some particular attributes in the sought after information </li></ul><ul><ul><li>E.g., words or phrases, proximity, etc. </li></ul></ul><ul><li>Navigation, or traversal – Finding a relevant asset that is linked to other assets </li></ul><ul><ul><li>Traversing links looking at related information </li></ul></ul><ul><li>Classified or Categorized, organized by topic browsing </li></ul><ul><ul><li>Using classification taxonomies and related structured organizations of information </li></ul></ul>
    37. 37. 10. Search & Retrieval - Browsing <ul><li>Browsing is usually the first option for users seeking information or documents </li></ul><ul><ul><li>Desktop and enterprise file systems </li></ul></ul><ul><ul><li>Content management system repositories </li></ul></ul><ul><ul><li>Intranets and Websites </li></ul></ul><ul><li>If users can’t find via browse, then they resort to search </li></ul><ul><li>Some users will go straight to search </li></ul><ul><ul><li>This is partly generational </li></ul></ul>
    38. 38. 10. Search & Retrieval - Search <ul><li>Search is an application or tool for finding information via search term </li></ul><ul><ul><li>Not all search is “keyword” search </li></ul></ul><ul><ul><li>Not all search is user-generated (many systems employ “canned” queries) </li></ul></ul><ul><li>Search is omnipresent, and essential </li></ul><ul><ul><li>But: there is much ignorance about how search engines work </li></ul></ul><ul><ul><li>Most end-users shouldn’t need to know; they just assume “magic” </li></ul></ul><ul><li>Advanced display techniques can blur the line between search and browse </li></ul><ul><li>Search is not a magic bullet or effective panacea for lack of information organization </li></ul><ul><ul><li>Better-organized information will yield more effective search results </li></ul></ul>
    39. 39. 10. Search & Retrieval - Search Source: CMS Watch
    40. 40. 10. Search & Retrieval - Findability <ul><li>Findability is the quality of being locatable or navigable </li></ul><ul><li>Information should be easy to discover or locate </li></ul><ul><li>Information access is about helping users find documents that satisfy their information needs </li></ul><ul><li>Remember, someone may be looking for something they’ve never seen or touched before </li></ul><ul><li>Advanced information organization techniques can support findability </li></ul><ul><ul><li>Thesauri, Ontologies, Topic Maps and Semantic Networks </li></ul></ul><ul><ul><li>Faceted search and navigation </li></ul></ul>
    41. 41. 10. Search & Retrieval - Content Finding Us <ul><li>Changing the paradigm </li></ul><ul><li>Content finds the person rather than vice-versa </li></ul><ul><ul><li>Personalization: getting the right information to the right individual </li></ul></ul><ul><ul><li>Syndication, especially RSS, to distill content to its essentials </li></ul></ul><ul><ul><li>Subscribing to content, to have it “pushed” to us when we need it. </li></ul></ul>
    42. 42. 11. Security & Access Control <ul><li>Identification </li></ul><ul><li>Authentication </li></ul><ul><li>Authorization </li></ul><ul><li>Encryption </li></ul><ul><li>Digital signatures </li></ul><ul><li>Audit trail </li></ul>Key components of access control: Mechanisms that help implement access control:
    43. 43. 11. Security & Access Control - Authoritative content <ul><li>Authenticity </li></ul><ul><li>– proof that the content is what we say it is </li></ul><ul><li>Integrity </li></ul><ul><li>– proof that the content is complete and unaltered </li></ul><ul><li>Reliability </li></ul><ul><li>– proof that the content belongs in the system </li></ul><ul><li>Usability </li></ul><ul><li>– we can find it and understand it </li></ul>The characteristics of an authoritative content:
    44. 44. 11. Security & Access Control - Digital Rights Management <ul><li>Digital Rights Management </li></ul><ul><li>Encryption </li></ul><ul><li>Copy management </li></ul><ul><li>Digital signatures and public key infrastructure (PKI) </li></ul><ul><li>Electronic Watermarks </li></ul>
    45. 45. 12. Integration - goals <ul><li>End-to-end information management </li></ul><ul><li>Information flow across system boundaries </li></ul><ul><li>Information may be locked in legacy systems </li></ul><ul><li>Improving information flows and unlocking information leads to (among others): </li></ul><ul><li>Improved efficiency </li></ul><ul><li>Reduced cost </li></ul><ul><li>Competitive advantage </li></ul>
    46. 46. <ul><li>SOA offers </li></ul><ul><ul><li>Flexibility </li></ul></ul><ul><ul><li>Standard messaging formats </li></ul></ul><ul><ul><li>Greater asset re-use potential </li></ul></ul><ul><ul><li>Reduced integration costs </li></ul></ul><ul><li>Standards, such as </li></ul><ul><ul><li>Simple object access protocol (SOAP) </li></ul></ul><ul><ul><li>XML (discussed earlier) </li></ul></ul><ul><li>No pain, no gain! </li></ul><ul><ul><li>Retrofit existing applications </li></ul></ul><ul><ul><li>New management practices </li></ul></ul><ul><ul><li>New security defences … </li></ul></ul><ul><li>Incremental approach is possible </li></ul>12. Integration - SOA
    47. 47. 12. Integration - SOA Intranet Extranet B2B PDA Office software Internet 3g phone Service delivery channels Web application XML Rendition Encapsulation XML XML Cross-system business logic XML XML XML XML Accounting system Business application Business intelligence system E-mail system Back office IT services Contact mgmt EDMS, ERMS Workflow mgmt
    48. 48. 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards, Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Re-purposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces… 2. Capture 9.Classification ECM Concepts
    49. 49. <ul><li>AIIM Certificate Program </li></ul><ul><li>The AIIM Certificate Program is designed from global best practices among our 60,000 members for Enterprise Content Management (ECM) and Electronic Records Management (ERM) </li></ul><ul><li>Skill sets and best practices were identified by Education Advisory Groups in NA and Europe </li></ul><ul><li>More than 9,000 course attendees in 2,5 years </li></ul><ul><li>Each new training program leads to an designation (not Strategy workshops) </li></ul>Next Step?
    50. 50. AIIM ECM Certificate Program ECM Strategy ECM Concepts ECM Process ECM Case
    51. 51. <ul><li>Questions? </li></ul><ul><li>Atle Skjekkeland, Vice President AIIM </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Web: www.aiim.org/training </li></ul>