The documented benefits of Content Management


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What are the documented benefits of Content Management? This presentation summarizes some AIIM research around this, but also how to reduce implementation risks.

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  • 1249 And from System of Engagement to System of Record: Fourth question: “How much can/could you reduce legal costs, fines and damages if you applied best practice procedures to records management, security and e-Discovery?”25% reduced costs.The picture is the winner of our “Messiest Desk” competition a few years ago….The winner of the Messiest Desk Photo Competition and recipient of the Kodak Scanmate i1120 Scanner is Brian Pillard, who is Records Manager for Lancaster County Nebraska. He has repeatedly stressed that "This isn't my desk," so I definately wanted to make that clear. (Whether he shares the prize with Steve or not is his decision.)The desk in question belongs to Steve Hubka, City of Lincoln, Nebraska Budget Director. Apparently, yesterday word got out to the Mayor's office that Steve's desk had won the contest. Brian shares the following proclamation with us: Sept 14th has been named Steve Hubka Messy Desk Day.
  • The documented benefits of Content Management

    1. 1. #AIIM The Global Community of Information Professionals The Documented Benefits of Content Management Copyright © AIIM | All rights reserved. Atle Skjekkeland COO, AIIM @skjekkeland
    2. 2. Your Industry Association Copyright © AIIM | All rights reserved.  AIIM is the global community for information professionals  Founded in 1943  80,000 active community members  We do research and task forces analyzing trends and opportunities  Forbes Magazine called our research with author Geoffrey Moore the "Best social media idea of 2011”  AIIM published last year #OccupyIT – a manifesto about how business leaders must reclaim IT  AIIM is a also leading provider of training and standards
    3. 3. Enterprise Content Management Copyright © AIIM | All rights reserved.
    4. 4. A Changing Industry Copyright 4 © AIIM | All rights reserved. ENTERPRISE Becoming: • Mobile • Global • Open • Engaged • Agile • Adaptive MANAGEMENT Becoming: • Social • Collaborative • Open • Flexible • Inclusive CONTENT Becoming: • Complex • Invaluable • Viewed as asset • Source of advantage
    5. 5. Systems of Engagement Copyright © AIIM | All rights reserved. Era Years Typical thing managed Best known company Content mgmt focus Mainframe 1960-1975 A batch trans IBM Microfilm Mini 1975-1992 A dept process Digital Equipment Image Mgmt PC 1992-2001 A document Microsoft Document Mgmt Internet 2001-2009 A web page Google Content Mgmt Mobile, Social, Cloud, & Big Data 2010-2015 An interaction Facebook Information Systems of Record
    6. 6. It’s all about Content Copyright 6 © AIIM | All rights reserved.  Content management combines analytics, collaboration, governance and processes with anywhere, anytime access to deliver value to your customers, partners, and employees  Improve customer and staff engagement  Ensure compliance  Automate processes
    7. 7. Improve Engagement - 1 Role Before the empowered era New opportunities CEO Optimize customer sales and expenses; manage top-down organizational structures Encourage direct engagement with customers; promote cross-organizational collaboration Communications Use email, Web, print and social Copyright 7 © AIIM | All rights reserved. channels for outbound communication Use video and social channels to promote interactive communications Customer service Serve customers at the lowest possible cost Engage customer directly using social and mobile technologies HR Use teacher-based classroom or online training Harness video and social technology for peer-led learning and development Marketing Treat customers as a target population to be reached and influenced Harness empowered customers as a marketing channel that influences others Sales Use traditional channels to speak directly with customers Use mobile and social technologies to speak directly with customers Source: Forrester
    8. 8. Improve Engagement - 2 By how much do you think customer service levels and response times could be (or have been) improved if all of your customer-facing staff could immediately access and share all of the customer related and case-related information that you hold. 32.2% more responsive (average) Copyright 8 © AIIM | All rights reserved. AIIM survey sponsored by:
    9. 9. Improve Engagement - 3 How much more productive do you think professional staff in your organization would be (or are) if they could find internal information and documents as quickly and as easily as they find information on the web? 30.9% more productive (average) Copyright 9 © AIIM | All rights reserved. AIIM survey sponsored by:
    10. 10. Improve Engagement - 4 Photo source: Copyright 10 © AIIM | All rights reserved. How much would it improve (or have you improved) the efficiency of your office staff by giving them sufficient remote or mobile access to company information that they are able to efficiently work from home or on-the- road? 25.1% more efficient (average) AIIM survey sponsored by:
    11. 11. Information Management Compliance = legal requirements + industry standards + organisational policies and guidelines, and more...  Finding and retrieving information on demand  Controlling access and confidentiality  Monitoring and reporting for enforcement Copyright 11 © AIIM | All rights reserved.  Comprehensive auditing  Secure retention and destruction Source: Ovum Ensure Compliance - 1
    12. 12. Ensure Compliance - 2 Copyright 12 © AIIM | All rights reserved.  How much can/could you reduce legal costs, fines and damages if you applied best practice procedures to records management, security and e- Discovery? 25% reduced costs (average) AIIM survey sponsored by:
    13. 13. Automate Processes - 1 Copyright 13 © AIIM | All rights reserved. Source: Forrester
    14. 14. Automate Processes - 2 How much more productive do you think the administrative staff in your organization would be (or are) if their processes were work-flowed, using scanned forms and documents, with automated data capture? 33.5% more productive (average) Copyright 14 © AIIM | All rights reserved. AIIM survey sponsored by:
    15. 15. Providing Anywhere, Anytime Access  67% of organizations consider mobile technologies to be important or extremely important to improving their business processes (source: AIIM) • 30% of young professionals feel that the ability to work remotely with a flexible schedule is a "right.” (Source: Cisco) • 45% of young professionals would accept a lower paying job with more flexibility rather than a higher-paying job with less (Source: Cisco) • We check our cell phone every six and half minute Copyright 15 © AIIM | All rights reserved. (Source: Tomi Ahonen) • 28% of cell owners used their phone while inside a store to look up reviews of a product to help decide if they should purchase it or not (Source: Pew Internet)
    16. 16. While Reducing Costs 68% of stored information is redundant, outdated, or trivial (ROT) Copyright 16 © AIIM | All rights reserved. Subject to Legal Hold, 2% Has Business Utility, 25% Regulatory Record Keeping, 5% Everything Else, 68% AIIM found that organizations could achieve 41% reduction in disk store costs if there is only one stored copy of all documents and attachments. 50% could halve their data-centre costs. Source: Compliance and Governance Oversight Council
    17. 17. But Don’t Mess Up the Implementation  Studies conducted by Doculabs and others have shown that more than 50 percent of content management implementations are failures – projects that either went over budget, or over time, or that achieved adoption rates that were dismally lower than the initial projections.  Why do so many content management implementations fail to deliver the expected benefits? 1. Most organizations still take an overly tactical view toward content management 2. They don’t prioritize effective planning from a strategic standpoint on how to realize returns on the investment. Copyright 17 © AIIM | All rights reserved. Source: Doculabs
    18. 18. The Risks You Face The top problems that have affected implementations...  42% Underestimated processes and org issues  31% Lack of training internal staff  30% Uneven usage – poor procedures and enforcement  30% Project derailed by internal politics  22% Underestimated effort to distill or migrate content  21% Excessive “scope creep”  19% Taxonomy or metadata concerns Copyright 18 © AIIM | All rights reserved. Source: AIIM
    19. 19. Get it Right with AIIM Training Copyright 19 © AIIM | All rights reserved. AIIM – the leading training provider for information professionals  25,000+ course attendees  Self-paced or live courses  Courses can be customized for your organization  Pass the online exam to earn the designation AIIM Content Management Practitioner training course • Learn how to manage content across devices, locations, and platforms • Ensure content is available at anytime, from anywhere, from any device with the appropriate control and security • Recommend content based on device, location, preference, and behavior • Learn how to develop the necessary taxonomies, metadata, and security models
    20. 20. ECM PRACTITIONER COURSE Copyright 20 © AIIM | All rights reserved. Section 1: Content Management Foundations Section 2: Business Drivers Section 3: Information Architecture Section 4: Managing Process & Content 1 Introduction • Introduction to ECM • Business drivers for ECM • Current state of ECM and historical context • Overview of key ECM technologies 7 Productivity • Productivity as a business driver for ECM • User adoption and meeting productivity goals • Case study examples 12 Understanding ECM Architecture • ECM architecture types • Four core content services • Approaches to managing content • What is information architecture (IA)? • How IA shapes ECM 19 Content Storage • Storage vs. archiving • Online storage • Cloud services • Risks to watch • How to 2 Capture and Creation • Sources of content • Importing content • E-mail • Scanning • Rich media • Social media 8 Information Governance • IG as a driver for ECM • What is IG? • Understanding compliance • Internal, legal and regulatory obligations • Case study examples 13 Metadata • What is metadata? • Business value of metadata • Types of metadata • Sources of metadata • How to plan a metadata strategy • Metadata standards 20 Security & Access Controls • Business value • Protected and sensitive content • Legal & compliance considerations • Means of protection • How to 3 Organizing Content • What is metadata? • Using metadata to organize content • Tagging • Folders and hierarchies • Relationships • Controlling access to content 9 Knowledge Management • KM as a driver for ECM • Understanding institutional memory • Intellectual property • Protecting vital records • Case study examples 14 Taxonomies & Classification • Taxonomies • Types of taxonomies • Classifications • Classification schemes • How to 21 Process & Workflow • Workflow and BPM • Forms and templates • Transactional content management • Integration with LOB apps • Standards and common notations • How to 4 Collaboration • Types of collaboration • Enabling teams • Version control and editing content • Sharing content • Collaborating beyond the document 10 Social Business • Collaboration as a business driver • Web 2.0 to social business • Common use cases • Balancing risks and rewards • Change management • Case study 15 Findability • Defining findability • Findability and metadata • Findability and classification schemes • Search functionality • Recommendation engines • Optimization considerations 22 Retention & Disposition of Electronic Content • Business value • Understanding ERM • The records (and content) lifecycle • Transfer of records • Destruction of records • How to 5 Search & Retrieve • Searching with metadata or tags • Searching with keywords or phrases • Storing routine queries • Sorting and filtering • Navigating folder structures • Recommendations & expert locations 11 Success Metrics • Understanding and choosing metrics • Return on investment • Total cost of ownership • Key performance indicators • How to 16 Analytics & Reporting • Business value of analytics and reporting • Reporting using content metadata • Content analytics • Semantic search • Linked data and entity extraction • Web analytics 23 Digital Preservation • Business value • Preservation vs. conservation • Storage and device considerations • Migrations and conversions • Preservation formats and standards • How to 6 Publish & Deliver • Content for web, portals, intranets • Content for social networks • Content for mobile devices • Feeds, syndication and personalization • Renditions and transformation • Accessibility and standards 17 Interoperability & Integration • Integration with LOB apps • Supporting standards • Means of functional connectivity • Means of programmatic connectivity • Migration and import considerations • How to 24 Retention & Disposition of Physical Records • Business value • Understanding physical records management • Preservation and protection • Transfer and destruction • Paper reduction considerations • How to 18. Performance Considerations • Geography evokes architecture • Distributed, centralized and decentralized Remote users and mobile workers • Outside entities • Planning: rules of thumb • Sizing, scoping, optimization • How to 25. Creating and Structuring Content • Components • Business value • Types of structured content • Formats and standards • Publication and distribution ramifications • How to ECM Practitioner – use content to improve collaboration, compliance, and process automation
    21. 21. Standards and best practices The courses use and refer to standards when possible including benefits and disadvantages All AIIM training courses have an international focus with local examples of regulations and standards Copyright 21 © AIIM | All rights reserved.
    22. 22. 24-7 course access for 6 months Unlimited access for 6 months Downloadable resources, checklists, and templates Online exam leading to an AIIM designation Copyright 22 © AIIM | All rights reserved.
    23. 23. Course feedback… In today’s Web 2.0 world, companies are required to provide a set of user experiences that enable employees to work with corporate information the way they work with personal information—easy to use, easy to find and easy to interact with others. Now more than ever, comprehensive enterprise content management training that incorporates the use of Web 2.0 technologies is a must-have for companies. With its broad-based support and real-world approach, AIIM continues to be the gold standard for ECM training.” Whitney Bouck, General Manager, Box Enterprise at Box Copyright © AIIM | All rights reserved.  “Fujitsu chose the AIIM ECM Training Program to empower our partners with the tools and strategies to help companies world-wide achieve successful ECM implementations.” Pamela Doyle, Director, Fujitsu Imaging Products Group “The AIIM ECM training course provides an extremely comprehensive platform related to the enterprise content management industry and the technologies that support and drive it. The materials are thorough, up-to-date and well presented. I would recommend the course to both vendors and customers of ECM solutions.” John Opdycke, Former Vice President of Marketing, Hyland Software
    24. 24. Course feedback…  “AIIM’s training programs are essential to anyone in Information Management. Without up to date training, systems and programs are set up — but may be at risk, in the long run, if developed by the under trained. The Information Management Industry as a whole is developing at the speed of light, so even someone like myself (a 23 year veteran) needs to refresh their training and stay on top of technology and advancement in trends to understand how to apply it. AIIM’s training programs provide this education.” TK Train, CRM, ECMp, MBA, Document Control Manager,Gambro  “Enterprise records management or content management projects are comprised of cross functional teams with various backgrounds and specialties. It is important to the success of such projects that interdisciplinary teams develop a common lexicon and understanding of key concepts as fast as possible to enable collaboration. AIIMs educational curricula serve this need quickly and excellently”, Jayne Bellyk, RIM Program Manager, Chevron Phillips Chemical Company LP Copyright 24 © AIIM | All rights reserved.
    25. 25. Sign up now at  Self-paced Practitioner courses starts at $595 per person  Includes 6 months access to online resources, handouts, and exam  Contact AIIM to get significant student-bulk discounts for 10+ Copyright 25 © AIIM | All rights reserved. students  Instructor is available for 6 months to answer questions and provide guidance  1-day Practitioner sessions just for your organization for $3,700 with max 20 attendees  AIIM sends a certified trainer to your organization  Attendees get 6 months access to online resources, handouts, and exam  Instructor is available for 6 months to answer questions and provide guidance