ThinkDox presentation to our Municipal, County and First nation clients.

1. What do we do for
clients?
ThinDox LLC.

2. What trends are going to
affect IM in the next two years
ThinDox LLC.

3. ThinDox LLC.
Gov. Canada puts out cloud RFI to
understand:
1. Policy framework
2. Business considerations
3. Technical) considerations
4. Procurement
5. Pricing and pricing evaluation
methods
6. The overall government approach
to cloud security

4. Cloud has benefits but the move is hard
Communicate
• IM or email
doesn’t matter.
• Automatically
control content.
• Comply with
regulations with
ease.
Edit anywhere
• Complete version
control.
• Keep documents
under control.
• Integrated mobile
device
management.
Communicate
Collaborate
Edit anywhere
Enable
What cloud vendors are marketing What your reality is
Collaborate
• Let teams choose
how they work.
• Complete
document
management.
Enable
• Build work-
focused social
networks.
• Find experts
easily.
• Let users own their
sites.
Providing a seamless experience requires implementation of at
least five separate cloud applications plus the access and identity
management system.

5. How do you value Office 365
Enterprise
System of
interaction
System of
record
Access control
Findability
Archive
Ad hoc/
Fileshare

6. What does your infrastructure look like
IT and worker location Structure/Arrangement
Main ITS
Location 2
Location 1
Location 3
Separate
App/Inf/s
service
Shared Services
As budget and capacity become restrained
the need for consolidation will be increased.
For most Governing bodies and civil services
this will mean find efficiencies in how
processes are handled.
Without a clear security and access plan to
partition services, “sharing” becomes a series
of security compromises

7. BYOD and Social are part of the landscape.
• We are starting to the see the need for government
and civil services to be delivered outside of the
typical brick and mortar service points.
• As users move away from the desktop to mobile
computing, they expect the services to become
appropriately secured and available, via multiple
channels and anytime.
 The need for service delivery (and payment) via web
services changes the requirements for how the records
and information are managed.
 The continual growth of social channels
(Facebook, Instagram, Twitter, [name your flavor
of the month app]) changes both the policy
requirements and the network and information
security controls.
Edge of your system security is no longer sufficient.
The information needs to be governed and secured
just like any other asset that you own that can be
stolen
UAA Ent Owned UAA-Ent Supported
Users are moving ahead
with tablet use for work.
UAA = User acquired application for user owned device
Ent Owned = Applications that are functional on applications owned and maintained
by the enterprise
UAA = Ent Supported - explicitly supported versions of UAAs
Businesses are not sufficiently providing or
supporting applications for this device for most
users.

8. Local government has the 2nd highest
rate of records breaches in 2014-2015
ThinkDox LLC.
These first two are symptoms of how
poor/slow adoption of technology has
been for records handling.
The last three are purely process
maturity. Suggesting that even if
adoption of EDRMs technology was
higher significant issues would still exist.

9. DATE
ERM
ShrePoint
Legacy
Exchange
ERP
Information can be found in a lot of places- and is a mix of
personal and work
On-Premise Software Cloud and SaaS
ThinkDox LLC.

10. Workflow and processing
mapping
ThinDox LLC.

11. 1. Can we manage
the
customization?
2. Can we gather
enough
information on
users
Start by defining what you want the
system to do
IT
Competency
1. What are users going
to do IN system?
2. How embedded
should the system be
in our processes?
1. What can our ECM system do /
do we features should we be
prioritizing?
2. Do we have a taxonomy?
3. What is a disposition needs?
1
2
3
Information
Governance
Technology
readiness

12. ?
Idealized process
ThinkDox LLC.
ERM
Add
Add or update a
records

13. The reality of how records get updated
Add


14. Department information
“Better” is partly your strategy partly
knowing your technology
Multi-Dept.
System of
interaction
System of
record
Access control
Findability
Archive
Ad hoc/
Fileshare
Strategy
Holistic planning for information management
Infrastructure planning
Requirement gathering
Implementation
Retention and
disposition schedules
Content generation
Information
management strategy
Technological support for managing information
ThinkDox LLC.

15. Most work is about moving information from person to person – in
other words a process
9am
DATE
?
5pm
The average user’s day
How many different
applications are they
using
How many times are
they breaking
compliance
How repeatable is their day?
Most user’s spend their time doing similar but
not the same task.
These Barely Repeatable Processes (BRPs)
form the core activities of any job role.
When there is a difference between work tasks
and the automated process, users will
contravene policies and procedures.
ERP/CRM

16. Move the whole process to form based approach
Capture
Organize
Use
Archive
or retire

17. The brain uses two descriptors for recall. Take advantage of this to limit the
number of descriptors
• People vaguely recall the name of a document
• People recall why they made or last used a document
• People are hard wired to remember WHO they:
• Work with
• Communicated with
• Made the original
• The right two pieces of process information will
allow users to find the right documents
Take advantage of how the brain works.
Weak recall
Weak recall
Strong recall
Object
Who
=
=
=

18. Focus on mundane tasks and communication to
allow users to solve BRPs themselves
How are others using Laserfiche to solve the BRP problem
1. Security and access management
2. Workflows
3. Automated document approvals
4. Enable workflow design by users
5. Project management tools
First five Workflow tools
These tools make
it easier for users
to get mundane
tasks done in
SharePoint.
1. Email
2. Mobile
3. Enhanced document sharing
4. Task management
5. Automated document rendition
So What?
Laserfiche success requires giving users the
ability to:
1. Mirror their workday in Laserfiche
2. Have the flexibility to change as their job
changes.
3. Providing flexible ways to share
information and content.
How?
By building User Journeys, a map of the technology
touchpoints that are the backbone of the end-users
BRPs.
Understanding the user journey provides IT with the
key information sources. Providing access to these
sources exclusively through SharePoint gives IT the
carrot that will increase adoption and reduce duplication
of high risk documents.
Next five communication

19. Build user journeys to detail the activities that require
Information that the Organization owns.
• User journeys are maps of the steps in an
activity.
• They represent a linear set of steps or tasks
that a user must complete to complete an
activity
• Essentially it is the same as process mapping
that is done for BPM projects.
• Depending on the goal of the journey they
may represent a daily activity or a multi-day
activity.
• The key is that each activity is broken
down in smaller steps that use or generate
information in a documented form.
Doctor
Patient
diagnosis
Grand
rounds
User Journey of a Doctor’s day
Treat Process automation like a App Dev
project
Starting with the business tasks and the matching those steps
to a technical step saves:
1. IT Time- up 15-50% of dev time typically is wasted by
misalignment between IT’s build and business needs.
2. Frustration- the process involves users reducing failure.
20% of software dev projects fail due to users adoption.
3. ROI- for any process automation the value is based on
reduction in wasted time. You can’t reduce wasted
without identifying it.
Check
schedule
Follow
-up
Confer
w/ nurse
Order
tests
Schedule
Confer
w/
peers
Write-up
Get case
history

20. Identify the “most dangerous” user personas
What core users or departments are the most dependent on ECM or have roles that generate the most
content for ECM?
Go right to the source:
Where are the roadblocks in the process?
• Survey users about their activities.
• Compare the activities of people in
problem processes.
Where are the compliance issues?
Which group of users is the organization most
concerned with?
Non-compliance from user groups that
know better is often due to a lack of
support for BRPs
Use IT system data:
What does the log-in data tell us? Is there an AD role
that is under represented?
Users that are under-represented in access
logs are likely dissatisfied with ECM.
What department has the most complex site
organization?
Complex granular trees often result from
user groups copying and re-filing
information for new projects.
Search logs – are there commonly searched terms?
Searching for the same document is a sign
that users do not recall where documents
live.

21. What are your information sources (~15)?
Information sources?
Is it a…
priority?
Is it a…
risk?
x
x
x
x
x
x
x
Get a list of information sources. There might be
many but we only really need about 15 for
demonstration purposes. If possible, go beyond the
top level of a file share, but avoid going below three
levels.
1. Brainstorm a list of different information
sources. They could be file shares, existing
document management repositories, or
cloud-based services.
2. Refer back to existing system topology
maps as memory aid and to guide the
conversation.
3. Ask participants if the information source
represent a business priority or a risk and
mark them accordingly.
Completion TipsX

22. Once you have identified the danger, define it
Role:
What do they do?
What are their key challenges?
E. What are their activities?
Se. For what do they search?
M. What document types do they use?
S. Where do they work?
T. When do they work?
Code
Identify key
challenges with
information use or
access.
Now that we have
some of this
information use it to
jump start the
taxonomy process

23. Persona - Research Students
• What do they do?
• Support principal investigators
• Gain research investigators
• volunteers
• What are their activities?
• Reviewing Health records
• Analyze data
• Present results (mainly internal)
• REB (research ethics board)  research proposal
• What are their challenges
• No system control  improving
• Lack of knowledge on proper systems
• Don’t’ know policies, procedures, or tech
• Overreliance on PI’s data set
• Unmanaged devices
• Activities
• Building a Proposal (REB)
• Primary Data analysis
• Satisfaction Studies

24. Persona - Clinical Researchers / Doctors
/ Educators
• What do they do:
• Research
• Admin functions
• Education
• Committee work
• Tertiary care
• Challenges:
• Don’t like controls
• Don’t like to wait
• Move around a lot (many offices and locations)
• Scheduling across locations
• Activities
• Seeing Patients
• Supervising Trainees
• Committee Work
• Budgeting for Grants
• REB submissions
• Handover charts

25. Example: Meet Casey- CSR for B2B on-line
distributor
Persona: Customer Service Rep.
What do they do?
• Process customer
requests
• Ensure order
accuracy
• Deal with special
orders
• Fix incorrect orders
• Client renewals
What are their key challenges?
• Keeping up with chain of
command
• Confirming account
processing
• Visibility into past orders
E. What are their activities?
A/P, Case MGMT, contract negotiations
Se. For what do they search?
Bills, shipping logs, customer emails
M. What document types do they use?
Financials, archive, website
communications, teleconference
S. Where do they work?
Secondary office, client site
T. When do they work?
Daily for orders, Quarterly for client
CSR

26. Our hour long sorting exercise yielded potential
categories and some detailed descriptors.
Contract
negotiations
Billing
Contracts
Secondary
office
Remote
CRM logs
Surveys
Direct
interaction
Location
financials
Call list
Daily
activities
Calendar
Hand-over
Workgroup
Potential
taxonomy
descriptors
These could
be the drop-
down terms
Wide
category
Remember this initial goal is about gaining control
over documents. The long term goal is a living set of
descriptors that mirror business practices.
These are probably too specific.
Additional personas will generalize
these further to make them usable.

27. Start your taxonomy based on the vocabulary that already exists across
your information using applications
Client size
Depart.
Budget
related
Location
Order
approvals
fulfillment
Initiative
Intranet ERP
Other
sources
Website
HR
structures
Remember our goal at the beginning
is to have enough taxonomy to
confidently allow users to add
content to ECM for the purposes that
the organization has defined. The
taxonomy WILL need to updated
through a controlled process.
The key with “semantic search” is a
clear process for evaluating the usage.
The goal should be to have these
integrated into the controlled
vocabulary to replace unused terms
rather than create a shadow metadata
system

28. 1. How good is our
relationship with
key departments?
Think about how the persona will use information
IT
Competency
1. How do users move
information?
2. How much audit trail do
we need
1. Can we do this through UI
customization?
2. Are there stock APIs for key
user applications
1
2
3
Information
Governance
Technology
readiness

29. Focus on their activities to scope the workflow/process
problem
Role: Customer Service Rep.
What do they do?
• Process customer requests
• Ensure order accuracy
• Deal with special orders
• Fix incorrect orders
• Client renewals.
What are their key challenges?
• Keeping up with chain of
command
• Confirming account
processing
• Visibility into past orders
E. What are their activities?
A/P, Case MGMT, contract negotiations
Se. For what do they search?
Bills, shipping logs, customer emails
M. What document types do they use?
Financials, archive, website communications,
teleconference
S. Where do they work?
Secondary office, client site
T. When do they work?
Daily for orders, Quarterly for client
CSR

30. Break user activities down into information related steps
Step 1 Step 2 Step 3 Step 4 Step 5
CSR/
Account
Maintence
CSR/
Special order
Persona/
Activity

31. Breakdown the user into distinct information using tasks
Brainstorm Order

32. Order the tasks into a linear activity
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
Maintence
CSR/
Special order
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action

33. Mark all steps that have concerns for IT
Step 1 Step 2 Step 3 Step 4 Step 5
Persona/
Activity
CSR/
Account
Payable
CSR/
Special order
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action

34. Place information stickies where they are
most relevant for each task.
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
Payable
CSR/
Special order
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action

35. Any known issues with the steps of the activity?
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
Payable
CSR/
Special order
Cust His
G(v)
Email
G
Cal
O
F/u
G
Email G
F/u
W
Cal
G
F/u
W
Order
G
SFDC
W
Sales
O
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action

36. Any known issues with the steps of the activity?
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
payable
CSR/
Special order
Cust His
G(v)
Email
G
Cal
O
F/u
G
Email G
F/u
W
Cal
G
F/u
W
Order
G
SFDC
W
Sales
O
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action

37. Where are the repeats? Can we reduce each persona to
a handful of information sources and issues?
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
payable
CSR/
Special order
Cust His
G(v)
Email
G
Cal
O
F/u
G
Email G
F/u
W
Cal
G
F/u
W
Order
G
SFDC
W
Sales
O
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action
Cust His
G(v)
Order
G
Email
G
F/u
W
SFDC
W
Sales
O

38. 1. Do we need a full
requirements
gather exercise to
do this?
Show key stakeholders what you are thinking
IT
Competency
1. How much audit trail do
we need
1. So we really want to
do this in the ECM
system?
1
2
3
Information
Governance
Technology
readiness

39. Move from defining problems to building a
solution
The goals for requirements gathering.
Basics of building a ECM site with user experiences in mind.
• Identify goals of the site
 What is the one activity that will drive users to stay within ECM.
•Create a logical hierarchy for the content
•Create a structure for the site based on the content hierarchy
• Explore the use of metaphors to come up with a site structure (organizational metaphors, functional
metaphors, visual metaphors)
 Design the wireframes for the individual pages
 Justify the project to stakeholders
 Provide a feedback system to ensure that the site adoption stays high.
For internal sites this
is inherited from the
controlled vocabulary

40. Where are the repeats? Can we reduce each persona to a handful
of information sources and issues?
Step 1 Step 2 Step 3 Step 4 Step 5Persona/
Activity
CSR/
Account
payable
CSR/
Special order
Cust His
G(v)
Cal
O
F/u
G
Email G
Cal
G
F/u
W
Order
G
SFDC
W
Sales
O
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Review order
Review ful-
fillment
Request
internal
action
Monitor
action
Cust His
G(v)
Order
G
Email
G
F/u
W
SFDC
W
Sales
O
In this example
there five items that
are common
between the two
user journeys.

41. Brainstorm solutions
Workflow Name: Accounts payable
Key Requirements Key Problems Potential Solutions Risks
>
Check
Schedule
Pull client
history
Confirm
order
Confirm
payment
Client
follow-up
Cust His
G(v)
Email G
F/u
W
Order
G
SFDC
W
Sales
O
Email G

42. Overview of hospital admittance solution
ECM based input
Captures:
Patient Name #INS information
Vitals
Symptoms
ECM based input
Captures:
Patient Name #INS information
EMR
Electronic chart
Captures:
Patient Name #INS information
Symptoms
Last Visit
Previous
tests
Care team notes
Lab
 CBC
 Urine
 Infection
Submit
Submit
Diagnostics
Imaging
 X-ray
 CT-scan
 MRI
Test results
Test results
Care team notes
Submit Transfer
Hand-over
Schedule:
Pxt 1: URL
Pxt 2: URL
Test
schedule

43. ThinDox LLC.

44. Take advantage of how Laserfiche
templates and tags work
ThinDox LLC.

45. Metadata types
Text
Date
List
Dynamic
“In progress”
Document
Folder
Template Tags
Confidential
Templates can be applied to
either folders or documents
Tags can convey
information or restrict
access
Information

46. Records Management Architecture
Records in the Repository
• Everything contained within a record series in a Laserfiche repository is considered to be part of Laserfiche Records Management.
• A record series is a collection of records, represented as a folder, that generally have the same retention requirements.
• A record folder is a collection of records, represented as a folder and contained within a record series, that generally are at the same
stage of their lifecycle.
• A record is an individual document stored in a record folder. A record can contain both data and metadata.
Translating Compliance Regulations
• Most compliance regulations deal with the retention of inactive records and are turned into cutoff instructions and retention
schedules in Laserfiche.
• Cutoff instructions determine when active records become inactive.
• Retention schedules contain instructions for how long to retain inactive records and how to dispose of them.
• Supplemental security
• Security tags: Like documents and folders, record series, record folders, and records can be assigned security tags. Only users that
have been granted the same security tags as the records will have access to them. Learn more about security tags.
• VERS Classification Levels: Classification levels allow numeric levels to be assigned to record series, record folders, and records
and ensures entries with a classification level cannot be moved to a folder with a lower numeric level.

47. What is next for ThinkDox
ThinDox LLC.

48. ThinDox LLC.

49. Provide a single strategy to manage
information
ThinDox LLC.
A single
value
focused
governance
plan
Physical
Records
Documents
Records
Databases
Putting a value on
information not artifacts
Reducing risk through
process
Reducing mundane tasks

50. Multiple service offerings
ThinDox LLC.
Workshops Clinics Consulting/Teaching
Provides peer support and
specific information
management training through
problem solving.
These are designed to be both
networking events and skills
development.
Typically industry focused on
process or technology
Provides planning advice,
recommendations and
technology review customized
to you.
Private, focused problem
solving engagement.
Designed to provide a plan for
solving a problem as well as the
processes for development.
Provides project management
and an extra pair of hands to
get past issues when you have
momentum.
Long term, traditional
professional services.

51. ThinDox LLC.
Provide the right software for your problem
If you (think) you only have a hammer, everything looks like a nail
Other SW:
Compliance
Image mgmt
Archive?
Laserfiche is the central home for records and documents but other
there will always be a need for a complete EIM ecosystem for you
to do your job

52. Take full advantage of your software's
strong suits
ThinDox LLC.
Automated
Optimized
Simplified
Keep up with the
users
Re-evaluate the technology
Review the schedules and
alignment with regulations
Expand the connections
between information
sources.

53. Get more training that works for you
ThinDox LLC.
Change
management
Laserfiche training Webinars

54. Key elements of Information
management success
Infrastructure planning
Requirement gathering
Implementation
Integrated retention and
disposition schedules
Understanding trends in
content generation
Information
management strategy
Smart, organized, functional information

55. ThinDox LLC.