AIIM State of the ECM Industry 2009
Research reportavailablefromwww.aiim.org/research
© AIIM 2009
www.aiim.org

Demographics
Government &
Transportation &
Public Services –
Distribution Other
0% 10% 20% 30% 40% 50% 60% Provincial, State, o
r Local Level
Telecommunicatio
1-10 employees ns & Media
Legal
11-100 employees IT , not ECM
101-500 employees Retail & Transport
Chemicals &
501-1,000 employees
Pharmaceuticals
Banking, Finance, I
over 1,000 employees nsurance
Healthcare
Education
RoW
Government & Manufacturing, En
Other Europe Public Services – gineering, Constru
Federal or National ction
Level Consultant Utilities, Oil & Gas
United States
UK & Ireland +15% ECM suppliers - selective
Canada
Page 2 © AIIM 2009
www.aiim.org

Business Drivers
When you consider document and records management technologies, what
is the most significant business driver ?
0% 5% 10% 15% 20% 25%
Improve efficiency Costs,
Compliance
Compliance
Optimize business processes
Mitigate risk
Customer
Service
Improve customer service
Reduce costs
Faster turnaround/Improved response
All respondents (476)
Competitive advantage
Page 3 © AIIM 2009
www.aiim.org

Business Drivers - trend
When you consider document and records management technologies, what
is the most significant business driver ?
60%
Cost higher
50% than
Compliance
40%
in the slow
down
Cost/Efficiency
30%
Compliance/Risk
Customer Service
20%
10%
0% All respondents (476)
2004 2005 2006 2007 2008 2009
Page 4 © AIIM 2009
www.aiim.org

Content Types
For each type of content, evaluate the degree of control that exists in your
organization in managing it – “somewhat” or “very unmanaged”.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Corporate records
Marketing materials
Text messages,
Paper forms
IM, blogs &
Computer reports wikis are off
Paper correspondence the corporate
Web content - current radar in 70% of
Office docs (Word, Excel, etc) organizations
Faxes
Web content - archive
E-mails
E-mail attachments
Pictures & Sound files
Blogs and Wikis All respondents (462)
Instant messages
SMS messages
Page 5 © AIIM 2009
www.aiim.org

Legal Discovery
How long would it take to produce all of the organizational information
related to a former customer or constituent?
0% 5% 10% 15% 20% 25% 30%
28% would take
more than a
month
less than 5 days
18% had been
5-14 days exposed to a
legal challenge
in the last 12
15-30days months and a
further 15% in
the last 3 years –
31-60 days
a 1 in 3 chance
All respondents (468)
more than 60 days
Page 6 © AIIM 2009
www.aiim.org

Emails - recorded, complete, and retrievable?
How confident are you that emails related to documenting commitments
and obligations made by you and your staff are recorded, complete, and
retrievable?
70%
56% have
60%
little or no
confidence in
50%
their emails.
“Slightly” or “Not Confident”
40%
43% are
Electronic information
uncertain
30% Emails
about all of
their
20%
electronic
documents
10%
0%
2005 2006 2007 2008 2009
Page 7
© AIIM 2009
www.aiim.org

ECM Adoption – new sites
How would you best characterize your organisation’s experience with
document management and records management?
Not yet begun
Completed enterprise
scale
Market
Plan in the next 6 penetration >75%
months.
(within the AIIM
Community)
Implementing
enterprise scale
Europe >10 emps (93)
Departmental AIIM associates
Integrating across
depts
Page 8 © AIIM 2009
www.aiim.org

ECM Adoption – “enterprise” projects
How would you best characterize your organisation’s experience with
document management and records management?
Completed enterprise
scale Not yet begun
Enterprise Scale:
12% complete,
Plan in the next 6
months.
28% in process
(within the AIIM
Community)
Implementing
enterprise scale
Europe >10 emps (93)
Departmental AIIM associates
Integrating across
depts
Page 9 © AIIM 2009
www.aiim.org

ECM Adoption
How would you best characterize your organization’s experience with
document management and records management?
0% 5% 10% 15% 20% 25% 30% 35%
Not yet begun
Plan in next 6 months
Departmental
10-500 emps
500+ emps
Integrating across depts
Implementing enterprise scale
All respondents (478)
Completed enterprise scale
Page 10 © AIIM 2009
www.aiim.org

ROI
How would you describe the return on investment (ROI) of your
document/records management or ECM system? 79% “better
or same as
0% 10% 20% 30% 40% 50% 60% other IT
Projects”
Much better then expected
Soft dollar
benefits are
better than
Better than expected
expected
Hard Dollar
Soft Dollar
As expected
Other IT
Less than expected
System users (289)
Much less than expected
Page 11 © AIIM 2009
www.aiim.org

SharePoint/MOSS 2007 Roll-Out
Have you implemented Microsoft SharePoint 2007 (WSS/MOSS) in your
organization?
Not sure what
SharePoint
is, 3%
Using 50% of
MOSS, 16% organizations
polled are
using or
implementing
Using WSS, 8% No plans, 35%
SharePoint
+ 12% with
plans
Implementating
now, 17%
Use SharePoint Plans in next
2003, 9% 12-18
months, 13%
Page 12 © AIIM 2009
www.aiim.org

SharePoint plans
Do you currently use or have immediate plans to use SharePoint
2007/MOSS in the following applications?
0% 10% 20% 30% 40% 50% 60% 70% 80%
Collaboration/workspaces
Document management (check in/check out) Collaboration
File share replacement then DM
Portal
Web content management (internal/Intranet) RM capabilities
Forms processing
now better
understood.
Business Process Management (Workflow)
Enterprise 2.0 (Forums, Blogs & Wikis)
Email very low
Enterprise Search
Records management
Web content management (external)
Scanning and imaging
HR processes (Expenses, holidays, etc) SharePoint users (233)
Email management
Business Intelligence (BI)
Legal discovery/Legal hold
Page 13 © AIIM 2009
www.aiim.org

SharePoint governance
Use of SharePoint with regard to Who is driving and controlling
existing ECM, DM and RM suite SharePoint sites and applications
0% 10% 20% 30% 0% 10% 20% 30% 40% 50%
Works in competition
Records Management
Works in parallel
IT with input from Records
Management
Fills in some functions
Is integrated with our IT with no input from
existing suites Records Management
Sits on top of our DM/RM
No one, but we have set up
repository
rules and metadata
guidelines
SharePoint is our ECM suit
No one, and it's completely
None of these out-of-control
31% conflict between existing ECM Governance is an issue for 44%
and SharePoint
SharePoint users (233)
Page 14 © AIIM 2009
www.aiim.org

Multiple repositories
Plans in the next 2 years to provide employees with a single point of access
to content repositories across your organization
0% 10% 20% 30% 40%
35%
Migrate content to a centralised ECM
system
migrating to
1 system,
Provide a single-sign-on portal using
SharePoint
Provide a single-sign-on portal using an 34% linking
alternative provider up via
Provide a single-sign-on portal using Open portals
Source
9%
Use a dedicated Enterprise Search engine
Enterprise
Search
Not planning to link up repositories
All respondents (349)
We do not have any significant repositories
to link up
Page 15 © AIIM 2009
www.aiim.org

Scope of ECM
How are each of the following managed in your ECM environment?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Document management
Records management
Low
Business Process Management (Workflow)
Scanning and Imaging
integration of
Enterprise Search Web, Email
Collaboration/workspaces and
Legal discovery/legal hold Enterprise 2.0
Knowledge management
Portal
Forms processing
Web content management (internal/Intranet)
Email management
Digital Asset Management
Web content management (external)
Enterprise 2.0 (Blogs & Wikis)
>10 emps non-trade (281)
Business Intelligence
Component/output management
Invoice automation
Part of our ECM suite Linked to our ECM system Managed in a stand-alone app Not currently managed
Page 16 © AIIM 2009
www.aiim.org

SaaS and Cloud
What are your plans for using a remotely hosted or outsourced \"Software as
a Service\" (SaaS) or a Cloud solution for your document and records
management?
0% 10% 20% 30% 40% 50% 60% 70%
8% existing +
We already use it 10% planning
to use SaaS
We have plans to use it in the next 12-18
months
SaaS
Cloud
We have no current plans to use it
We are very unlikely to ever use it
All respondents (350)
Page 17 © AIIM 2009
www.aiim.org

SaaS and Cloud
Which of the following are your two biggest concerns about using SaaS for
your document and records management?
0% 10% 20% 30% 40% 50% 60% 70%
Integration
Security is one of
biggest
Integration with other systems concerns
Long-term stability of the provider
SaaS
Performance and availability Cloud
Ease of customization
Cost vulnerability/Availability
All respondents (350)
I have no major concerns
Page 18 © AIIM 2009
www.aiim.org

Spending Levels
How do you think your organization's spending in 2009 on each of the
following technologies will compare with what was actually spent in 2008?
0 0.3 0.6 0.9 1.2
Workflow/BPM
Enterprise Search BPM, Search,
Email Management
EMM, DM, RM,
Document Management
up.
Electronic Records Management
SharePoint
Legal discovery
Portals
Enterprise 2.0 (wikis, blogs, etc.)
Web Content Management Scanner H/W
Knowledge Management down
Digital Asset Management
Recognition and capture (OCR/ICR)
Invoice Automation
Digital Mailroom >10 emps non-trade (274)
Multi-Function Devices/MFPs All geographies
Production scanners
Much Less Less About the same More Much More
Page 19 © AIIM 2009
www.aiim.org

Spending Levels
How do you think your organization's spending in 2009 on each of the
following technologies will compare with what was actually spent in 2008?
-25% -15% -5% 5% 15% 25%
Workflow/BPM
Enterprise Search
Email Management
SharePoint
Net sales
Electronic Records Management
Portals
Document Management
Legal discovery
Enterprise 2.0 (wikis, blogs, etc.)
Web Content Management
Knowledge Management
Digital Asset Management
Recognition and capture (OCR/ICR)
Invoice Automation
>10 emps non-trade (274)
Digital Mailroom
All geographies
Production scanners
Multi-Function Devices/MFPs
Page 20 Much More/Much Less Nett More/Less Nett
© AIIM 2009
www.aiim.org

Spend
How do you think your organization's spending in 2009 on each of the
following will compare with what was actually spent in 2008?
0% 30% 60% 90% 120%
Software licences
Licences up
Vendor consultancy services slightly,
Independent consultancy services (all)
Services
Ind. consultancy services (SharePoint) down (inc.
SharePoint)
Outsourcing/bureau services & training...
External training
Much Less Less Same More Much More
>10 emps non-trade (274)
All geographies
Page 21
Software licences hold up compared to services
© AIIM 2009
www.aiim.org

Implementation
Which 3 of these typical aspects of ECM products would be most important
in your choice of new products or satisfaction with existing products?
0% 10% 20% 30% 40% 50% 60%
Ease of use
Ease of integration with other enterprise systems
(eg, CRM, ERP, Case Management)
Ease of implementation
Reliability of software
Degree of integration between modules
Breadth of functionality
Match to your type of business
Ease of integration with other content systems
(eg, CMIS compliant)
Conforms to external standards (eg: DOD
5015, MoReq2)
All respondents (275)
Open Source
Available as SaaS
Page 22 Ease of integration is 2nd most important after ease-of-use
© AIIM 2009
www.aiim.org

Implementation
Which 3 of these typical problems have affected your organization’s
document or records management implementation?
0% 10% 20% 30% 40% 50%
Underestimated process and organizational issues
Uneven usage due to poor procedures and lack of enforcement
Lack of knowledge or training among our internal staff.
Project derailed by internal politics
Low user acceptance due to poor design or clumsy…
Excessive \"scope creep\"
Underestimated the effort to distill and migrate content
Poorly defined business case
Failed to secure agreement on fileplans, taxonomy and metadata
Failed to think of benefits/issues beyond our business unit.
Lack of knowledge or training among our external staff/suppliers. All respondents
(284)
Budget was overrun
Failed to prioritize \"high-value\" content
Page 23
Cf: planned cut backs in consultancy and training
© AIIM 2009
www.aiim.org

AIIM Qualifications
Get a recognised qualification in ECM
Classroom, in-house and online. 1, 2 & 4-day courses
Page 24 www.aiim.org/training
© AIIM 2009
www.aiim.org

AIIM State of ECM Industry 2009
 Download the reports free from: www.aiim.org/research
Page 25
© AIIM 2009
www.aiim.org