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A Bee's Eye View of Imaging/Document/Content Management

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As presented at AIIM 2009/Info360, Philadelphia

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A Bee's Eye View of Imaging/Document/Content Management

  1. 1. A Bee’s-Eye View of Image/Document/Content Management Raising Your Sights from the “Weeds” to the “Flowers” Session DCI01 Presented by Steve Weissman, ‘Senior Sage’ I NSIGHT F ORUMS ©2009
  2. 2. Bees are Famously Busy <ul><li>They’re always working </li></ul><ul><ul><li>Building hives </li></ul></ul><ul><ul><li>Flitting from flower to flower </li></ul></ul><ul><ul><li>Making honey </li></ul></ul>
  3. 3. Bees are Famously Reliable <ul><li>They never get lost </li></ul><ul><ul><li>They dance the dance of collaboration </li></ul></ul><ul><ul><li>They follow their leader </li></ul></ul><ul><ul><li>They don’t deviate from course </li></ul></ul>
  4. 4. Bees … are not People
  5. 5. Bees … are not People <ul><li>Humans often stray because of politics, baggage, and religion </li></ul>
  6. 6. Bees … are not People <ul><li>Humans often stray because of politics, baggage, and religion </li></ul><ul><ul><li>Politics: boardrooms, budgets, behaviors </li></ul></ul>
  7. 7. Bees … are not People <ul><li>Humans often stray because of politics, baggage, and religion </li></ul><ul><ul><li>Politics: boardrooms, budgets, behaviors </li></ul></ul><ul><ul><li>Baggage: legacy systems, existing applications, prior experiences </li></ul></ul>
  8. 8. Bees … are not People <ul><li>Humans often stray because of politics, baggage, and religion </li></ul><ul><ul><li>Politics: boardrooms, budgets, behaviors </li></ul></ul><ul><ul><li>Baggage: legacy systems, existing applications, prior experiences </li></ul></ul><ul><ul><li>Religion: license vs. SaaS, insource vs. outsource </li></ul></ul>
  9. 9. Meanwhile … <ul><li>There’s work to be done! </li></ul><ul><ul><li>Needs to be analyzed </li></ul></ul><ul><ul><li>Processes to be mapped </li></ul></ul><ul><ul><li>Documents to be inventoried </li></ul></ul>Plus an endless list of other painstaking tasks to be tackled …
  10. 10. Lost in the Weeds? <ul><li>It’s easy to forget why you’re doing what you’re doing </li></ul><ul><ul><li>… to bog down in the details </li></ul></ul><ul><ul><li>… to lose sight of the gains promised by your work </li></ul></ul><ul><ul><li>… to be painted with the brush of failure even before you’ve begun </li></ul></ul>
  11. 11. Stand Up and Smell the Flowers! <ul><li>Keep one eye on the look of the overall bed </li></ul><ul><ul><li>Planted to save time </li></ul></ul><ul><ul><li>Planted to save money </li></ul></ul><ul><ul><li>Planted to improve customer service </li></ul></ul>
  12. 12. Stand Up and Smell the Flowers! <ul><li>Keep one eye on the look of the overall bed </li></ul><ul><ul><li>Planted to save time </li></ul></ul><ul><ul><li>Planted to save money </li></ul></ul><ul><ul><li>Planted to improve customer service </li></ul></ul><ul><li>And consider what else is growing there </li></ul><ul><ul><li>Document delivery </li></ul></ul><ul><ul><li>Unified messaging </li></ul></ul><ul><ul><li>Access via mobile devices </li></ul></ul>
  13. 13. Delivery Ain’t What it Used to Be > Text message Voice over IP Mobile browser Mobile email Desktop browser
  14. 14. Don’t Take My Word For It … <ul><li>Ask them! </li></ul><ul><ul><li>Mobile browsing has increased 89% year-over-year, and page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08 </li></ul></ul>
  15. 15. Don’t Take My Word For It … <ul><li>Ask them! </li></ul><ul><ul><li>Mobile browsing has increased 89% year-over-year, and page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08 </li></ul></ul><ul><ul><li>19% of text messagers say they use text messaging as a means of communication between themselves and colleagues – Experian </li></ul></ul>
  16. 16. Don’t Take My Word For It … <ul><li>Ask them! </li></ul><ul><ul><li>Mobile browsing has increased 89% year-over-year, and page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08 </li></ul></ul><ul><ul><li>19% of text messagers say they use text messaging as a means of communication between themselves and colleagues – Experian </li></ul></ul><ul><ul><li>“ [Our] email volume has been increasing by 25% each year” – Zantaz interview with Renate Laib, Systems Manager, Boehringer Ingelheim Pharma KG </li></ul></ul>
  17. 17. Key Drivers of the Trend <ul><li>“Upstream” applications increase volume of information available </li></ul><ul><ul><li>Unstructured document recognition, automated mail processing, and online file-sharing means there’s more digital content than ever </li></ul></ul>
  18. 18. Key Drivers of the Trend <ul><li>“Upstream” applications increase volume of information available </li></ul><ul><ul><li>Unstructured document recognition, automated mail processing, and online file-sharing means there’s more digital content than ever </li></ul></ul><ul><ul><li>The hard part? Separating the wheat from the chaff … </li></ul></ul>
  19. 19. Key Drivers of the Trend <ul><li>Challenging economy boosts competitive pressures </li></ul><ul><ul><li>Requires better and more immediate intelligence </li></ul></ul><ul><ul><ul><li>[Text messages are] typically read within an average of 15 minutes after receipt and responded to within 60 minutes. – Experian </li></ul></ul></ul>
  20. 20. Key Drivers of the Trend <ul><li>Challenging economy boosts competitive pressures </li></ul><ul><ul><li>Requires better and more immediate intelligence </li></ul></ul><ul><ul><ul><li>[Text messages are] typically read within an average of 15 minutes after receipt and responded to within 60 minutes. – Experian </li></ul></ul></ul><ul><ul><li>“Information-as-available” vs. “information-on-demand” </li></ul></ul><ul><ul><ul><li>“Push/Pull”; “Publish/Subscribe” </li></ul></ul></ul><ul><ul><ul><li>RSS, etc. </li></ul></ul></ul>
  21. 21. Key Drivers of the Trend <ul><li>Better technology enables greater mobility </li></ul><ul><ul><li>Better screens, greater reliability, smaller sizes, simplified interfaces, standardized means of exchange, broader coverages … </li></ul></ul>
  22. 22. Key Drivers of the Trend <ul><li>Better technology enables greater mobility </li></ul><ul><ul><li>Better screens, greater reliability, smaller sizes, simplified interfaces, standardized means of exchange, broader coverages … </li></ul></ul><ul><ul><li>Leads to enhanced usability by travelers and commuters … </li></ul></ul><ul><ul><ul><li>Leads to larger customer base … </li></ul></ul></ul><ul><ul><ul><ul><li>Leads to lower prices … </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Leads to larger customer base … </li></ul></ul></ul></ul></ul>
  23. 23. A Word About Voice <ul><li>Convergence is here to stay </li></ul><ul><ul><li>Especially with VoIP, voice is just another medium </li></ul></ul><ul><ul><li>Create, produce, deliver like any other digital document </li></ul></ul><ul><ul><li>Exciting possibilities in the call center and other customer service contexts </li></ul></ul>
  24. 24. A Word About Voice <ul><li>Convergence is here to stay </li></ul><ul><ul><li>Especially with VoIP, voice is just another medium </li></ul></ul><ul><ul><li>Create, produce, deliver like any other digital document </li></ul></ul><ul><ul><li>Exciting possibilities in the call center and other customer service contexts </li></ul></ul><ul><li>Web 2.1? </li></ul><ul><ul><li>Embedding voice and video into a text-based PDF file and distributing it via the Internet </li></ul></ul>Source: Adobe Inc. As presented at Financial Communications Forum 2007
  25. 25. A Word About Voice <ul><li>Convergence is here to stay </li></ul><ul><ul><li>Especially with VoIP, voice is just another medium </li></ul></ul><ul><ul><li>Create, produce, deliver like any other digital document </li></ul></ul><ul><ul><li>Exciting possibilities in the call center and other customer service contexts </li></ul></ul><ul><li>Web 2.1? </li></ul><ul><ul><li>Embedding voice and video into a text-based PDF file and distributing it via the Internet </li></ul></ul><ul><ul><li>We’ve come a long way, baby! </li></ul></ul>
  26. 26. Does This Mean Paper is Dead? <ul><li>Gosh, no! </li></ul><ul><ul><li>American printers or multifunction devices in offices and homes churned out 1.53 trillion pages [in 2007], a total that [expected] to rise to 1.64 trillion by 2010. – IDC, as reported in the San Jose Mercury News, 7/17/08 </li></ul></ul>
  27. 27. Does This Mean Paper is Dead? <ul><li>Gosh, no! </li></ul><ul><li>But it does require a new view of what a document is … </li></ul><ul><ul><li>Forget the medium; focus on the function! </li></ul></ul><ul><ul><ul><li>Namely, to deliver information so it can be understood and acted upon </li></ul></ul></ul>
  28. 28. “New Documents” on Parade <ul><ul><li>Paper forms </li></ul></ul><ul><ul><li>Articles in The Boston Globe newspaper </li></ul></ul><ul><ul><li>Articles on The Boston Globe Web site (boston.com) </li></ul></ul><ul><ul><li>Excel spreadsheets </li></ul></ul><ul><ul><li>Printouts of ultrasound scans </li></ul></ul><ul><ul><li>Magnetic strips on credit cards </li></ul></ul><ul><ul><li>Polaroid photos of your child on the first day of school </li></ul></ul><ul><ul><li>1D and 2D barcodes </li></ul></ul><ul><ul><li>Hospital ID bracelets </li></ul></ul><ul><ul><li>Videotapes of court depositions </li></ul></ul><ul><ul><li>Sorts within a customer database </li></ul></ul><ul><ul><li>Holograms embedded in smart cards </li></ul></ul><ul><ul><li>Pharmaceutical labels </li></ul></ul><ul><ul><li>MP3 recordings of radio shows </li></ul></ul><ul><ul><li>Printed text and images on an HD-ROM </li></ul></ul>They communicate information for a purpose – so they must be relevant and personal in order to be effective. Pertaining to subjects/issues important to the recipient Pertaining to that particular recipient
  29. 29. Benefits of Relevant Personalization <ul><li>Such a document is: </li></ul><ul><ul><li>Three times more likely to be read </li></ul></ul><ul><ul><li>Twice as likely to engender positive feelings toward the company that provided it </li></ul></ul><ul><ul><li>Twice as effective at encouraging active engagement (e.g., increasing contributions to a savings plan) </li></ul></ul>
  30. 30. We’re Back to the Why <ul><li>In the yard, </li></ul><ul><ul><li>Are you planting for food? eye-appeal? to attract butterflies or hummingbirds? </li></ul></ul><ul><li>In the office, </li></ul><ul><ul><li>Are you issuing a call for action? providing an FYI? answering a question? </li></ul></ul>The answers make a difference.
  31. 31. Tame Your Wild Garden <ul><li>Know what to ask for as you plan </li></ul><ul><ul><li>… and what to plan for as you ask! </li></ul></ul>
  32. 32. Tame Your Wild Garden <ul><li>Pull at all the weeds </li></ul><ul><ul><li>Functionally </li></ul></ul><ul><ul><ul><li>Examine your process flows, communications webs, technology stack(s), for the organization and by department, current and desired </li></ul></ul></ul>
  33. 33. Tame Your Wild Garden <ul><li>Pull at all the weeds </li></ul><ul><ul><li>Functionally </li></ul></ul><ul><ul><li>Technically </li></ul></ul><ul><ul><ul><li>Inventory your current environment and list your system requirements, performance specs, and future considerations </li></ul></ul></ul>
  34. 34. Tame Your Wild Garden <ul><li>Pull at all the weeds </li></ul><ul><ul><li>Functionally </li></ul></ul><ul><ul><li>Technically </li></ul></ul><ul><ul><li>Administratively </li></ul></ul><ul><ul><ul><li>Record your expectations for rollout schedule, testing, training, documentation, support, and maintenance </li></ul></ul></ul>
  35. 35. Tame Your Wild Garden <ul><li>Just don’t get lost in them! </li></ul><ul><ul><li>Remember the view from above </li></ul></ul><ul><ul><li>Keep moving forward </li></ul></ul><ul><ul><li>Set expectations as you go </li></ul></ul>
  36. 36. Steve Weissman, ‘Senior Sage’ Insight Forums 781-367-9845 [email_address] www.linkedin.com/in/steveweissman Yahoo IM: sbweissman www.insightforums.com

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