This document discusses enterprise content management (ECM) and its relationship to document and records management. It provides examples of how ECM has evolved from early document management systems to include additional capabilities like web content management, digital asset management, and business process management. The document also shares stories from organizations that implemented ECM solutions, including issues they faced with multiple systems, lack of use, and non-compliance. It emphasizes the importance of a strategic approach to ECM that includes management buy-in, change management, clear goals and benefits, and a focus on quick wins and momentum.

1. C O R
Concepts
C O R
Concepts
DAMA South Africa
Business stories with Content,
Document and Records Management
June 2017
Paul Mullon
paulm@corconcepts.co.za
www.corconcepts.co.za

2. Agenda
• What is ECM?
• How does it relate to document and records
management?
• Stories from the coal face.
• Evolutionary aspects of ECM
• Lessons learnt
• Where to from here?

3. What is ECM
• Enterprise Content Management – a journey
Micrographics
Document
Image
Processing
Document
Services
EDMS – Electronic Document
Management Systems
EDRMS –
Records
included
ECM
Content
Services
???

4. Collaborate
Create, access, and manage
Search
Secure
Enterprise wide
Structured and unstructured
Lifecycle management
Print Output
Email
What is Content?
Web Pages
Enterprise
Applications
(Invoices,
Statements, etc.)
Paper Documents & Files
Electronic Documents
Meta Data
Fax
Forms
Archiving
Photos,
Graphics,
Video
ENTERPRISE WIDE

5. AIIM ECM Roadmap

6. Input
Handling
Scanning
Forms
processing
Workflow
Production
Workflow
Ad hoc
workflows
Repositories
Documents
Images
Records
Knowledge
Paper
Forms
Output
Management
Outgoing
Documents
Correspondence Generation & Management
Back scanning/Off-site paper and electronic storage
Typical components

7. EDRMS v ECM
Enterprise Content
Management
Document Management
Version control,
Check-in/ Check-out,
Scanning/ imaging
Records Management
Approved records
Unalterable
Collaboration
E-mail
Fax
File transfer
Workflow
Basic routing of document as
related to business process
Web Content Management
E-Conferencing
Internet Forums
Portals
EDRMS
•Imaging
•Document Management
•Records Management
•Report Management
•Paper management
•Workflow
ECM
•EDRMS +
•Web Content Management
•Digital Asset Management
•Digital rights Management
•Business Process Management
•Portals
•Forms Management
•E-mail archiving
•Enterprise search
•Digital Signatures

8. Interrelationships
NARS,
ECT
Other
Legislation
regulations
Group
Architecture
Standards
Clients
Suppliers
Communications
Plan
Enterprise
Architecture
Enterprise
Information
Architecture
User
Research
Security
Records
Management
Document
Types
Navigation
Search
Policy and
Guidance
Discover and design
Architecture
Build Structural
Schemes
Managing Content IAInformation
Architecture
Managing Content
Business Processes
Structures
Structures & Governance
Create &
Catalog
Content
Organise
&
Publish
Filter
& Deliver
CMContent
Management
Designing Structures
Create and Catalogue
content
Documents Records Content
Organise and publish
Records
Management
Document
Management
Portal Web
Filter and deliver to audiences
Regulators,
Auditors
Staff, clients,
partners
Other
stakeholders
Governanceinstruments,
Rolesandresponsibilities
Archive Transfer Destroy

9. Business
Process
Document
Management
Records
Management
Archives
Management
Strategy
•Integrated
•Programme
design
•Project
implementation
•Change
Management
Governance
structures
•People
•Committees
Instruments
•Policies
•Procedures
•Standards
•Metrics
•Controls
Systems
•Physical records
•ECM
Interrelationships

10. Architecture
10
Line of Business Applications
Large format
Scanning
DOCUMENT
REPOSITORIES
Business
Systems
Basic Content
Services
Intranet, Collaboration and Document management
Cross-system Search
Ad hoc &
Reference copy
Scanning
Multi-Function
Devices
Stand-alone
scanners
Records Management
• Retention
• Access
• File Plan/Classification
• Paper records management
Archiving
• Documents
• Records
• Databases
• E-mail
Production
Scanning
Procurement Finance Plant HR ICT QMS
Document creation
& retrieval
Audio-
Visual
Shared drives
Repository
Duplicate
systems
Migrate

11. Forms of information
POPIA considerations
Data
Image
Protection of Personal Information – all must be managed consistently
Documents/Records

12. Information processes
V0.4
V1.0
v0.1v0.2
v0.3
Info creation Declared as record or
Knowledge asset Formal repository Archived
Who creates or receives it
What format is it in?
Should it be converted?
Where is it?
Where can it be stored?
Which processes require it?
What rules are in place?
Who creates them?
How are they implemented in systems?
What intervention must users take?
Where must they be stored?
When?
How?
By whom?

13. Positioning KM DM and RM
Knowledge environment
Codified Knowledge
Tacit Knowledge
NON-Records Records
V0.4
V1.0
v0.1v0.2
v0.3
V0.4
V1.0
v0.1v0.2
v0.3
Policies
File plans
Procedures
Retention
Disposition

14. Evolutionary processes
• Forms.
• Scanning –> born digital
• Backscan
• Electronic signatures.
• Backwards integration into processes.
• Integration into Line of Business Systems.
• The role and reporting structure of champions
or stewards.

15. Stories and pain
• Multiple systems
– Built into ERP and other LOBs
– Legacy
– “My needs are unique!”
• Systems not used
• Not adding value
• Too much work to capture
• Corporate standard too expensive – so users
go elsewhere

16. Stories and pain
• Knee jerk implementations – scanning to CD
for disaster recovery purposes
• Systems thrown out because users didn’t like
them
• Too expensive
• Non-compliant
• Cloud. The perfect storm?

17. Lessons learnt

18. Must haves
• Management commitment & Buy-in
• Change management (Starts long before
implementation)
• Clear business case and understanding the
potential benefits
• Readiness
– Policies, procedures, file plan, retention
schedules, practices, infrastructure
– Time and allocation of staff
– Mind set

19. EDRMS & OTHER TECHNOLOGY
DRIVERS
Legislation
Cost pressures
Customer service
Operational efficiency
Paper DMS Imaging Workflow E-mail
POLICIES, PROCEDURES, PROCESSES
Avoid the pain
STRATEGY

20. A strategic approach
Think
BIG!
Understand the big picture
Plan for the future, and
Where you want it to be

21. A strategic approach
Implement small
• Get the basics right
• Focus on quick wins
• Deliver real tangible benefits
• For one department
• Build trust.

22. A strategic approach
•Rollout Fast
• Build on the wins
• Keep the momentum

23. Questions?
Final questions
and discussion
Paul Mullon
paulm@corconcepts.co.za
www.corconcepts.co.za