How to improve an ECM system


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This presentation describes how to improve an existing ECM system.

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  • For larger orgs, the biggest issues are governance, then usage.
  • How to improve an ECM system

    1. 1. Copyright © AIIM | All rights reserved. #AIIM The Global Community of Information Professionals How to IMPROVE your ECM implementation? Atle Skjekkeland - Image source:
    2. 2. Copyright © AIIM | All rights reserved.2 ECM is NOT Easy What would you say are your biggest current issues with your ECM system(s). (Max THREE) 0% 10% 20% 30% 40% 50% Improving user adoption across the business Consolidating/connecting multiple repositories Dealing with emails as records Improving the level of training and expertise of our staff Agreeing an IG policy and applying it to our ECM/RM Standardizing taxonomies and aligning search Clearing out the ROT, fixing bad data Taking the load off users with auto-classification Rolling out a mobile capability Strategy decisions on cloud Dealing with rapidly expanding storage requirements Holding back the flood of cloud-based file-synch and collaboration… Complying with the NARA "Managing Government Records…
    3. 3. Copyright © AIIM | All rights reserved.3 What are the biggest on-going issues for SharePoint in your organization? (Max THREE) Top 10 SharePoint Challenges 0% 10% 20% 30% 40% 50% 60% 70% Persuading users to manage and share their content in SharePoint and not elsewhere Achieving uniformity of classification and metadata structures Lack of expertise to maximize its usefulness Aligning governance, security and usage policies with other enterprise apps Linking to other systems and repositories Maintaining and upgrading our in-house customizations The user interface is still difficult Managing rapidly increasing storage volumes Keeping up to date with version upgrades Whether to move away to emerging products or other options
    4. 4. Copyright © AIIM | All rights reserved.4 What Should Have Been Done…
    5. 5. Copyright © AIIM | All rights reserved.5 Schedule a 2-day ECM Health Check Steps: 1. Conference call to plan the assessment, identify stakeholders, and schedule in-person meetings. 2. 1-on-1 meetings with project leader, solution sponsor, and 2-3 local users 3. Meet with solution team to review feedback and draft online survey that we distribute to all users and stakeholders. 4. Distribute the online survey and give staff 3-4 days to respond. 5. Produce report summarizing the findings with recommendations.  This includes a high-end benchmarking of your implementation against 50+ other implementations.  Get recommendations for improving your ECM implementation.
    6. 6. Copyright © AIIM | All rights reserved.6 Stakeholder Interviews Topics:
    7. 7. Copyright © AIIM | All rights reserved.7 Online Survey  Distribute an online survey to system users  Identify what works, and what doesn’t work  Sample findings:
    8. 8. Copyright © AIIM | All rights reserved.8 Criterion Definition Test Intuitive Easy to use Can users navigate quickly to content they need, without getting permanently de-railed? Unambiguous Clear boundaries between categories, sub-categories Can users quickly identify the appropriate category? Is label sufficient, or do they need to “open a folder” to look at content? Hospitable Can accommodate all current & expected content Examine potential future content & judge fitness of taxonomy Consistent & predictable Allows users to anticipate what they will find Are the arrangements between levels of hierarchies, sorting within a level, clear & internally consistent? Relevant Reflects user perspectives & their view(s) of content Can user queries be translated into taxonomy structure? (Ex: “I’m looking for an after action review on one of our innovation projects last year”) Source: Organizing Knowledge, Patrick Lambe: Identify Improvements Critical success factors for your information: taxonomy
    9. 9. Copyright © AIIM | All rights reserved.9 Criterion Definition Test Parsimonious Structure offers no more or less than is needed for the content available Are there any empty taxonomy nodes? Are there any that have extremely large amounts of content with no subdivisions? (Ex: Misc.) Meaningful Structure fits the user’s mental model(s) As users browse content, are they confused by content within categories or sub-categories? Wrong label? Durable Will not need frequent change As users “tag” content into the taxonomy, do they complain about having no appropriate category? Confusion about conflicting categories? Balanced Consistent levels of detail and depth Is the taxonomy “lumpy?” Are users underwhelmed with the amount of content in some categories, and overwhelmed in others? Source: Organizing Knowledge, Patrick Lambe: Identify Improvements Critical success factors for your information: taxonomy
    10. 10. Copyright © AIIM | All rights reserved.10 Get Data to Make Decisions Sample Survey Findings  The current ECM solution is NOT considered an improvement compared to network drives.  There is a need to improve external collaboration, workflows, and drawing management  84% of staff use the ECM solution, but 49% feels it slows them down. Only 28% of users feel it is doing an OK job.  51% of users DON’T think the ECM solution provides any value.  54% of staff use solutions like Google Docs and Dropbox to get work done.  The performance issue is still a real problem for 74% of users.  Folder-navigation is considered difficult to work with.  Overall evaluation of ECM solution is only 2.45 on a 5-point scale with ECM partner being considered the biggest problem (1=poor, 5=excellent).  71% of respondents think it’s time to review requirements and rethink the approach.
    11. 11. Copyright © AIIM | All rights reserved. Get a Maturity Assessment
    12. 12. Copyright © AIIM | All rights reserved.12 Get Recommendations Schedule a 2-day ECM Health Check for your implementation Contact: Atle Skjekkeland  "If you work with your organization’s information or collaboration resources and technologies, you’ll surely find AIIM a treasure trove of resources." Andrew McAfee, Professor and author, Enterprise 2.0 and Race Against the Machine  "AIIM has a unique perspective on all things Content. Technology, trends and customer adoption patterns are changing so rapidly that it is becoming impossible to keep on top of what is important to us - how will our customers adopt new technology in applying content to their business. AIIM has the community reach, interaction with vendors and ability to ask the questions that matter, which has allowed us to understand how content will be deployed, who will be responsible and how does it apply to critical business processes in the enterprise. No one else has been able to provide this industry perspective". John Newton, Chairman and CTO, Alfresco