What Is ECM?

Atle Skjekkeland Vice President, AIIM What is Enterprise Content Management?

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What is ECM?
Enterprise Content Management
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

ECM is not a single system
ECM usually is a group of aligned systems
ECM is about ‘unstructured’ information
What ECM covers
Used by humans
Images
Office documents
Graphics and drawings
Print streams
Web pages and content
E-mail
Video
Rich media assets
Unstructured information
Processed by systems
Databases
Ordered data
Sales and invoicing
Accounting
Human resources
Structured information

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

Why do end users care about ECM?

ECM Concepts

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

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

2. Capture
Capture - getting information from source into ECM system
ECM system Capture

3. Storage
Information Lifecycle Management
“ A new set of management practices based on aligning the business value of information to the most appropriate and cost effective infrastructure”
ILM is a new approach to operating the datacenter
Designed to address the top problem in the datacenter : complexity
It is a business-driven management practice
ILM is the framework through which we organize, instrument,
automate, and operate information and data services
ILM is a process not a product
Must account for regulatory compliance
Source: SNIA

3. Manage - Key ECM technologies
Imaging
Document Centric Collaboration
Electronic Document Management
Electronic Records Management
Email Management
Workflow & Business Process Management
Web Content Management & Portals
Digital Asset Management
Information Organization & Access

3. Manage – Document Centric Collaboration
Collaboration is a working practice whereby individuals work together to a common purpose to achieve business benefit.
Key features of collaboration tools are:
Synchronous collaboration: online meetings and instant messaging
Asynchronous collaboration: shared workspaces and annotations
Many organizations are also looking at Free-form Collaboration tools to improve collaboration and reduce number of emails
Social Networking tools, blogs, and wikis

3. Manage - Document Management
DM is an electronic capability that manages documents. Document can be defined as “recorded information or object which can be treated as a unit”.
Key DM features are:
Check In / Check Out and Locking;
Version Control;
Roll back;
Audit Trail;
Workflow

3. Manage - Electronic Records Management
An ERMS is an electronic capability that helps in the management of records – both electronic records and physical records.
Key ERMS features are:
Declaration;
Classification;
Access Control;
Disposition;
Long-term preservation
A Record is a Document that is…
Required as proof of business decision
Required for business continuity
Required for legal or compliance reasons
If in doubt – make it a record

3. Manage - Web Content Management
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.
The key features of web content management are:
Design and organise websites in order to provide users with efficient and effective access to relevant and up-to-date content;
Control and prepare the content ready for publication;
Control the content evaluation and approval process prior to publication on the web site;
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.

BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state.
3. Manage – Business Process Management Design & Simulation Services Monitoring Services Process Registry Orchestration ( Workflow ) Engine Rules Engine Integration Services Content / Data Repositories

4. Preserve
Storage media obsolescence
Copy records to appropriate media before this becomes a problem
Media degradation
Choose, store and protect
Bit-wise checking
Checksum calculation
Format obsolescence
Technology preservation
Emulation
Migration
Exotic techniques

6-7. Deliver & Repurposing
Distribution channels – you can deliver content via:
Paper
Internet / Intranet / Extranet(s)
Portals
E-Mail (perhaps with attachments)
Fax (automatically)
Mobile phone (web enabled, or by SMS ‘texting’)
Personal Digital Assistants (PDA)
XML – for display and/or data transfers
Instant messaging
Web-casting and content streaming
RSS

8. Metadata
Example of metadata in MS Office 2007
New “Document Information Panel” can be customized by document type and brought front and center.

8. Metadata - types
One way to categorize metadata;
Descriptive : Information describing the content used for search and retrieval.
Structural : Information that ties this item with others, such as pages in a book, or the documents in a case folder.
Administrative : Information used to manage and control access to the item.
Source: IMERGE Consulting

8. Metadata - standards
Dublin Core
The Dublin Core Metadata Initiative (DCMI) (Dublin, OH)
Now ISO 15836
Creator Title Subject Contributor Date Description Publisher Type Format Coverage Rights Relation Source Language Identifier

Vocabularies represent potential metadata values
Vocabularies can be controlled or uncontrolled
Controlled vocabularies: metadata must come from a set list (e.g. “Province”)
Uncontrolled vocabularies: metadata can be applied free-form (e.g. “Town”)
“ Taxonomies” are a particular type of controlled vocabulary
But not all controlled vocabularies are taxonomies
8. Metadata – vocabularies (1)

It’s important to control vocabulary so your searchers don’t have to
Standards need to be set to minimize confusion among taggers/indexers
Enforces terminological consistency
Reduces spelling mistakes
Enables interoperability
Technology can manage thesaurus (“like”) terms
8. Metadata – vocabularies (2)

For humans, adding metadata means work
Indexers may not see the ultimate benefit of metadata themselves
Benefits tend to accrue to the enterprise and content consumers
To be sure, clerical staff can be forced to index
In some imaging systems, it is a specialized skill
In other cases: “Not my job”
Sometimes humans provide incomplete or inaccurate metadata
So a question arises:
Is there a way to get machines to add metadata for us?
Source: Taxonomy Strategies 8. Metadata – manual process

Need to consider:
Automatic classification tools exist, and have potential
Auto-categorization software as well as some search engines can attempt to classify content
They still rely on an authoritative taxonomy or controlled vocabulary
Typically need “training” to achieve minimally acceptable results
But results are typically not as good as humans’
Degree of human involvement becomes a cost/benefit tradeoff
Source: Taxonomy Strategies 8. Metadata – automated

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

9. Classification - examples Dewey Decimal System Personal Classification Faceted Classification

9. Classification - benefits
Providing linkages between individual records which accumulate to provide a continuous record of activity
Ensuring records are named in a consistent manner over time
Assisting in the retrieval of all records relating to a particular function or activity
Determining security protection and access appropriate for sets of records
Allocating user permissions for access to, or action on, particular groups of records
Distributing responsibility for management of particular sets of records
Distributing records for action
Determining appropriate retention periods and disposition actions for records

9. Classification - issues
Key issue in a new ECM environment is ease-of-use and performance for users
If users aren’t happy, environment won’t work
Business Classification Scheme (BCS) design and deployment will have major impact on usability
BCS design and deployment must maximize ease-of-use and performance for users
Note - usability will also be affected by
Number of levels
User interface
Using ‘shortcuts’ or ‘favourites’
Availability & quality of other retrieval tools
e.g. a search engine

9. Classification - taxonomies
Taxonomy is the science of classifying information
A taxonomy is a law for classifying information
Controlled vocabulary
Simple list
Synonym ring
Hierarchical classification
Thesaurus
Football
Sport
Pastime

9. Classification - taxonomies

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

9. Classification - folksonomy
Folksonomy : the anti-controlled vocabulary. Collaborative vocabularies for tagging content, rarely with any sort of control
Relevance between metadata and content may be determined by users in a democratic fashion
four users define an object as being “green”
one user defines an object as being “aqua”
relevance can be defined as " more green than aqua ”
Over time, clusters emerge and communities typically self-organize around them
Typically arise in Web-based communities where individuals to share content, then create and use tags (e.g., blogs)
Applied to enterprise use cases when there is a critical mass of taggers to make it worthwhile
Can be a useful “bottom-up” approach to developing taxonomies

10. Search & Retrieval
Three main ways people look for information
Pattern Matching (a.k.a., search) some particular attributes in the sought after information
E.g., words or phrases, proximity, etc.
Navigation, or traversal – Finding a relevant asset that is linked to other assets
Traversing links looking at related information
Classified or Categorized, organized by topic browsing
Using classification taxonomies and related structured organizations of information

10. Search & Retrieval - Browsing
Browsing is usually the first option for users seeking information or documents
Desktop and enterprise file systems
Content management system repositories
Intranets and Websites
If users can’t find via browse, then they resort to search
Some users will go straight to search
This is partly generational

10. Search & Retrieval - Search
Search is an application or tool for finding information via search term
Not all search is “keyword” search
Not all search is user-generated (many systems employ “canned” queries)
Search is omnipresent, and essential
But: there is much ignorance about how search engines work
Most end-users shouldn’t need to know; they just assume “magic”
Advanced display techniques can blur the line between search and browse
Search is not a magic bullet or effective panacea for lack of information organization
Better-organized information will yield more effective search results

10. Search & Retrieval - Search Source: CMS Watch

10. Search & Retrieval - Findability
Findability is the quality of being locatable or navigable
Information should be easy to discover or locate
Information access is about helping users find documents that satisfy their information needs
Remember, someone may be looking for something they’ve never seen or touched before
Advanced information organization techniques can support findability
Thesauri, Ontologies, Topic Maps and Semantic Networks
Faceted search and navigation

10. Search & Retrieval - Content Finding Us
Changing the paradigm
Content finds the person rather than vice-versa
Personalization: getting the right information to the right individual
Syndication, especially RSS, to distill content to its essentials
Subscribing to content, to have it “pushed” to us when we need it.

11. Security & Access Control
Identification
Authentication
Authorization
Encryption
Digital signatures
Audit trail
Key components of access control: Mechanisms that help implement access control:

11. Security & Access Control - Authoritative content
Authenticity
– proof that the content is what we say it is
Integrity
– proof that the content is complete and unaltered
Reliability
– proof that the content belongs in the system
Usability
– we can find it and understand it
The characteristics of an authoritative content:

11. Security & Access Control - Digital Rights Management
Digital Rights Management
Encryption
Copy management
Digital signatures and public key infrastructure (PKI)
Electronic Watermarks

12. Integration - goals
End-to-end information management
Information flow across system boundaries
Information may be locked in legacy systems
Improving information flows and unlocking information leads to (among others):
Improved efficiency
Reduced cost
Competitive advantage

SOA offers
Flexibility
Standard messaging formats
Greater asset re-use potential
Reduced integration costs
Standards, such as
Simple object access protocol (SOAP)
XML (discussed earlier)
No pain, no gain!
Retrofit existing applications
New management practices
New security defences …
Incremental approach is possible
12. Integration - SOA

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

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

AIIM Certificate Program
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)
Skill sets and best practices were identified by Education Advisory Groups in NA and Europe
More than 9,000 course attendees in 2,5 years
Each new training program leads to an designation (not Strategy workshops)
Next Step?

AIIM ECM Certificate Program ECM Strategy ECM Concepts ECM Process ECM Case

Questions?
Atle Skjekkeland, Vice President AIIM
Email: [email_address]
Web: www.aiim.org/training

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What Is ECM?

by Atle Skjekkeland on Nov 23, 2008

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What Is ECM? — Presentation Transcript