What is a ECM by Atle Skjekkeland (AIIM)

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  • AUDIENCE: The ERM and ECM programmes will be designed for Business Managers, IT Managers, Compliance Officers, Archivists, Librarians, Risk Managers, Records Managers etc, as well as for solution providers, sales consultants, project managers, and technical staff. AIIM will also license the training material to internal training departments and commercial training companies. The training modules will be available as online training modules, but also as onsite public and private training classes with AIIM trainers or AIIM certified training providers
  • Let’s start by looking at where this Onsite Presentation Workshop in ECM Concepts fits in the AIIM ECM Certificate Program. This is the second component of the AIIM ECM certificate program. ~ The first is the ‘ECM Strategy’ component, which introduces the arguments around ECM and your organisation’s strategy. It provides enough information for you to understand, and make the case for, ECM. ~ This ‘ECM Concepts’ component introduces the basic ideas you need to understand, to specify, and talk about ECM in more detail. This leads to the designation AIIM ‘ECM Practitioner’. ~ The next component is ‘ECM Process’ which shows you how to manage the processes required to implement ECM systems and initiatives. It leads to the AIIM ‘ECM Specialist’ designation. ~ The fourth and final component is ‘ECM Case’ – it is a workshop that gives you opportunities to consolidate what you have learned in the earlier components, using case studies. ~ After completing the entire program, the designation ‘AIIM ECM Master’ can be used. However, please note that this AIIM ECM Certificate Program is designed to give all participants an appreciation of all aspects of ECM.  No participant should expect to gain in-depth expertise in any aspect of ECM from this Program.  If such in-depth expertise in an aspect of ECM is desired, specialist courses, references or assistance should be sought.

Transcript

  • 1. ECM Certificate Program What is EnterpriseContent Management? Atle Skjekkeland Vice President, AIIM
  • 2. AIIM Training Programs 2 © AIIM
  • 3. Today… © AIIM
  • 4. What is ECM? Enterprise Content Management CAPTURE MANAGE STORE PRESERVE DELIVER CAPTURE MANAGE STORE PRESERVE DELIVER The strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to key organizational processes.4 © AIIM
  • 5. What ECM covers • ECM is not a single system • ECM usually is a group of aligned systems • ECM is about ‘unstructured’ information Unstructured information Structured information • Used by humans • Processed by systems • Images • Databases • Office documents • Ordered data • Graphics and drawings • Sales and invoicing • Print streams • Accounting • Web pages and content • Human resources • E-mail • Video • Rich media assets 5 © AIIM
  • 6. Why ECM? Why do end users care about ECM? COST-DRIVEN USERS CUSTOMER-DRIVEN USERS - Improve efficiency - Better customer service - Reduce costs - Leadership/Competitive advantage - Increased profits/Better performance - Faster turnaround/Improved response RISK-DRIVEN USERS - Compliance - Risk management/Business continuity6 © AIIM
  • 7. Why do end users care about ECM? 7 © AIIM
  • 8. ECM Concepts8 © AIIM
  • 9. ECM Concepts 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 2. Capture 9.Classification 7. Re-purposing 4. Manage 11. Controls & Security 12. Interfaces… 5. Preserve 8. Metadata 13. Legislation, 14. Success & Indexing Standards, Regulation Factors9 © AIIM
  • 10. 2. Capture 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 2. Capture 9.Classification 7. Repurposing 4. Manage 11. Controls & Security 12. Interfaces & Legacy Systems 5. Preserve 8. Metadata 13. Legislation, 14. Success & Indexing Standards & Regulation Factors 10 © AIIM
  • 11. 2. Capture Capture ECM system • Capture - getting information from source into ECM system 11 © AIIM
  • 12. 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 12 © AIIM
  • 13. 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 13 © AIIM
  • 14. 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 14 © AIIM
  • 15. 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 15 © AIIM
  • 16. 3. Manage- Electronic Records Management • 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 • An ERMS is an electronic • Key ERMS features are: capability that helps in – Declaration; the management of – Classification; records – both – Access Control; electronic records and – Disposition; physical records. – Long-term preservation 16 © AIIM
  • 17. 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. 17 © AIIM
  • 18. 3. Manage– Business Process Management • BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state. Design & Rules Process Simulation Engine Registry Services Orchestration Monitoring Content / Data (Workflow) Services Engine Repositories Integration Services 18 © AIIM
  • 19. 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 19 © AIIM
  • 20. 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 20 © AIIM
  • 21. 8. Metadata • Example of metadata in MS Office 2007 • New “Document Information Panel” can be customized by document type and brought front and center. 21 © AIIM
  • 22. 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 22 © AIIM
  • 23. 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 23 © AIIM
  • 24. 8. Metadata – vocabularies (1) • 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 24 © AIIM
  • 25. 8. Metadata – vocabularies (2) • 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 25 © AIIM
  • 26. 8. Metadata – manual process 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 26 © AIIM
  • 27. 8. Metadata – automated 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 27 © AIIM
  • 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 28 © AIIM
  • 29. 9. Classification - examples C Dewey Decimal System C C C C C C C C C C C C C C C Personal Classification Faceted Classification 29 © AIIM
  • 30. 9. Classification - benefits 1. Providing linkages between individual records which accumulate to provide a continuous record of activity 2. Ensuring records are named in a consistent manner over time 3. Assisting in the retrieval of all records relating to a particular function or activity 4. Determining security protection and access appropriate for sets of records 5. Allocating user permissions for access to, or action on, particular groups of records 6. Distributing responsibility for management of particular sets of records 7. Distributing records for action 8. Determining appropriate retention periods and disposition actions for records 30 © AIIM
  • 31. 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 31 © AIIM
  • 32. 9. Classification - taxonomies • Taxonomy is the science of classifying information • A taxonomy is a law for classifying information • Controlled vocabulary C – Simple list C C C – Synonym ring C C C C C C C C – Hierarchical classification C C C C – Thesaurus Short-form name FIPS Code American Samoa AQ • Football Akrotiri Sovereign Base Area Anguilla Antarctica AX AV AY • Sport Aruba AA Ashmore and Cartier Islands AT Baker Island FQ Bermuda BD • Pastime Bouvet Island British Indian Ocean Territory BV IO Cayman Islands CJ Christmas Island KT Clipperton Island IP Cocos CK (Keeling) Islands 32 © AIIM
  • 33. 9. Classification - taxonomies 33 © AIIM
  • 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 34 © AIIM
  • 35. 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 35 © AIIM
  • 36. 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 36 © AIIM
  • 37. 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 37 © AIIM
  • 38. 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 38 © AIIM
  • 39. 10. Search & Retrieval- Search Source: CMS Watch 39 © AIIM
  • 40. 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 40 © AIIM
  • 41. 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. 41 © AIIM
  • 42. 11. Security & Access Control Key components of access control: • Identification • Authentication • Authorization Mechanisms that help implement access control: • Encryption • Digital signatures • Audit trail 42 © AIIM
  • 43. 11. Security & Access Control- Authoritative content The characteristics of an 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 43 © AIIM
  • 44. 11. Security & Access Control- Digital Rights Management Digital Rights Management • Encryption • Copy management • Digital signatures and public key infrastructure (PKI) • Electronic Watermarks 44 © AIIM
  • 45. 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 45 © AIIM
  • 46. 12. Integration - SOA • 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 46 © AIIM
  • 47. 12. Integration - SOA 3g phone software Extranet Intranet Internet Service Office delivery PDA B2B channels Rendition XML Cross-system Web application business logic XML Encapsulation XML XML XML XML XML intelligence Accounting application Back office Workflow Business Business Contact IT services system system system EDMS, E-mail ERMS mgmt mgmt 47 © AIIM
  • 48. ECM Concepts 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 2. Capture 9.Classification 7. Re-purposing 4. Manage 11. Controls & Security 12. Interfaces… 5. Preserve 8. Metadata 13. Legislation, 14. Success & Indexing Standards, Regulation Factors48 © AIIM
  • 49. Next Step? 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) © AIIM
  • 50. AIIM ECM Certificate Program ECM ECM ECM ECM Strategy Concepts Process Case © AIIM
  • 51. Questions? • Atle Skjekkeland, Vice President AIIM • Email: askjekkeland@aiim.org • Web: www.aiim.org/training51 © AIIM