Webinar: Document Management - Achieving Success Through End-User Focus

1WEBINAR Document Management: Achieving Success Through End-User Focus
ksmconsulting.com© 2018 KSM Consulting, LLC
Document
Management:
Achieving Success
Through End-User
Focus
Ellen Hooley,
Document Management
Practice Lead

Document Management Practice Lead
• Leads the Document Management Practice in
assisting clients with the discovery, implementation,
and successful adoption of document management
solutions
• Experience in property development and
management, public sector – not-for-profit, municipal,
and state
• Graduate of DePauw University
• Favorite KSMC value: Empathy
• Fun fact: Almost majored in Classics in college before
shifting to Organizational Communication
Ellen Hooley

Agenda
Document Management 101
An End-User Focused Approach
Document Management Challenges
WEBINAR
1.
2.
3.

Document
Management is
More Than a Tool

Document Management Redefined
• The way the business interacts with
documents
• The facilitation and optimization of
business processes
• A well-aligned technology solution that
enables effective document management
• End-user support
How People Think About
Document Management:
• Folder Structures and
Naming Conventions
• Governance Policy
• Retention Schedules
• Security and Permissions

Top Five Benefits
Increased Efficiency
Improved Accessibility
Reduced Risk
Better Collaboration
Enhanced Security
Effective document
management can maximize
an organization’s
productivity.

Document Management Challenges

9
What is ineffective document
management?
• Multiple systems
• Legacy systems
• Singular system not meeting
needs
Challenges

10
Common Frustrations of Ineffective
Document Management
• End-User Frustration
• Silos and Inconsistent
Organization
• Versioning Challenges
• Lost Documents and Redundant
Work
• Access Challenges and Lack of
Mobility
• Security Risk

11
ksmconsulting.com
Document management requires understanding
people’s habits and processes – and helping to
change them.
Successful Document Management Adoption Requires:
• Pilot Groups
• Testing
• Communication
• Expectation Setting
• Training
• And more
Change is Hard!
Successful
implementation of
document management
solutions is almost
always more complex
than people anticipate.

How do you achieve
success?
Focus on the end user.

An End-User Focused Approach

Overview: How to Achieve Success
Organizational Readiness
User Engagement
Cost
Technology / Solution
Think through the following before implementing a document management solution.

Technology / Solution
• Software Selection
• Cloud vs. On-Premise
• IT Buy-in
Considerations

Requirements
• Competing Initiatives and Priorities
• Bandwidth
Organizational
Readiness

Cost
• Technology
• SaaS licensing, storage, third-party tools
• Internal Resources
• Staff contributions
• External Resources
• Software vendors, implementation
partner, change management partner
Considerations

Getting Started
Determining how people actually work takes time.
Step 1: Leadership Buy-In
• Establish the priority
• Develop a communication cadence to
engage end users
• Champion and engage in the project
Focusing on end
users is the most
important part of a
successful document
management
solution.
User Engagement

Getting Started
Step 2: Create a Pilot Champion Team
• Sample of employees across the
organization
• Must understand the organization
• Representation from every department
Focusing on end
users is the most
important part of a
successful document
management
solution.
User Engagement

Getting Started
Step 3: End User Involvement
• Analyze end users day-to-day interactions
• Ask questions:
• How do users interact with documents?
• Do users require mobility?
• Who are users interacting with inside
and outside the organization? How?
Focusing on end
users is the most
important part of a
successful document
management
solution.
User Engagement

Next Steps

Taking the First Step
Document Management
Determine if you are ready. Ask yourself:
1. Have you determined the right solution for
your organization and the technology that
pairs with it?
2. Do you have the appropriate budget set
aside?
3. Have you determined a project champion in
your organization?
4. Are your end users ready to adopt a new
solution?

Summary

24
Summary
The Big Takeaways
1
Document
Management is
more than a
tool. 2
Change is difficult.
Appropriate planning
and support are
required. 3
End users are
the key to
successful
adoption.

Review our case study, Undergoing a Successful
Document Management Implementation at:
https://www.ksmconsulting.com/resources/case-
studies/
Ellen Hooley
Document Management
Practice Lead
P: 317.452.1611
E: ehooley@ksmconsulting.com
www.ksmconsulting.com
Interested
in learning
more?

Webinar: Document Management - Achieving Success Through End-User Focus

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