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Information Management aaS AIIM First Canadian presentation


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High level talk given at AIIM Canada's breakfast event March 23, 2017.

The talk goes through the challenges of information management in the era of BYOD and cloud services. The last part of the talk is how to start with a small but impactful project to show the value of IMaaS.

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Information Management aaS AIIM First Canadian presentation

  1. 1. Information Management as-a-Service Christopher Wynder, Ph.D Director of Client Services ThinkDox, Inc. @ChrisW_thinkdox Matching IM strategy to business goals
  2. 2. Overview ThinkDox INC. Solving the digital divide problem What can you do to get started Understanding how information flows between users
  3. 3. Burst Lift Mortar Information management has fundamentally changed Burn Fuel Com. P2P Fire Control Pre-BYOD Today ThinkDox INC.
  4. 4. Patterns of HOW work gets done have changed Strictly Org. Chart Nodal ThinkDox INC. Model adapted from Dion Hinchcliffe @dionhinchcliffe; IT models Image from: Biology/ANAP/ANAP_V1.1/help/anap-userguide/manual.html • Information passed upwards. • Access to information was strictly tied to position in hierarchy. • Ability to action on information tied to hierarchy • Information passed between nodes based on relationships within organization. • Ability to action on information tied to role and project.
  5. 5. How information is conveyed and used is no longer tied to artifacts Users do not have “silo’ed” work days where they handle just records or handle just documents. Documents contain of information that is used for particular business processes. There is NO INHERENT VALUE in the container. Records are a subclass of documents that must be treated differently. Specifically, they must be maintained in the format that conveyed the information. i.e. the container has value. 9am DATE ? 5pm The average user’s day ERP/CRM ThinkDox INC.
  6. 6. The days of separate information sources is over Organization-owned content stores Departmental controlled content stores Resource driven view of the corporate information Individual corporate stores Individual personal data DATE ? Service driven view of corporate information ERP/CRM ERP/CRM
  7. 7. It’s not a tech problem- it is a alignment problem ThinkDox LLC. Solving the digital divide problem Preparing for success How to ensure that you meet the actual needs of the organization
  8. 8. Most records handling issues are systemic not antagonistic Use and understanding of “e” records technology “Technology agnostic problems”
  9. 9. The technical issues typically stem from user habits Collaboration System of record Access control Templates PDF generation as designed strips metadata and is not linked to a form type in SoR Admin kept copy of template on HD No one actually used SharePoint for version control Template IT had tied metadata to “live” copy
  10. 10. What we think happens Add
  11. 11. The reality of how processes actually get done Add 
  12. 12. Effective ECM is service driven: It is embedded into normal work processes Provides time-savings to system users Aligns with organization strategy and goals
  13. 13. How to ensure that you meet the actual needs of the organization Moving process into the digital forum ThinkDox LLC. Understanding how information flows between users Preparing for success
  14. 14. Current practices in information management are designed based on content control rather than information movement • Rigid organization- enforced taxonomy. • Retention rules • Disposition workflow • Audit of deletion schedules Capture Organize Use Archive or retire How it is generated does not matter in a paper world. The physical artifact is “handed over” Use is controlled via ownership of artifact.
  15. 15. Nodal working patterns mean that workers path through information sources looks chaotic User journey though information source Finance
  16. 16. Supporting Nodal working patterns An architect plans the design of information: Brings structure to unstructured sources. Provides easy access to information users already know about. Requires existing user compliance and understanding of information sources. A gardener sets the parameters of access: Single point of entry across multiple types of information based on process. Provides access to a wide variety of information. Requires understanding of how work gets done. ThinkDox INC.
  17. 17. Refresh scheduleMix of content types The Information Garden Harvest schedule ThinkDox INC.
  18. 18. Integrate the Information Architecture into the garden at the “plot” level • Re-Think Information architecture to be “feature” of each information source • The financial system and the ECM holding the POs will have different IA • Both however need to be intuitive to the user IT Efficiency Risk Mitigation Business Efficiency IA is simply the balancing of efficiency(s) and risk mitigation
  19. 19. Generate a information lifecycle for different asset classes Capture Organize Use Archive or retire ECM lifecycle User information lifecycle Generate Record Use Forget or store ? Organize Re-Organize ECM works best when the information is organized at capture The un-asked question-”How do users get work done?” This is key to how users expect to find information Users lack the tools to appropriately archive content Re-use leads to lots of local copies.
  20. 20. Addressing the “Why” – understand how each user works Admin Student records Facilities management User Journey of a Admin’s day Check information Get Approval Confirm Updates Request updates Review orders Send orders Request approval Draft orders Analysis: The nature of approvals is the real issue. Facilities management is completely done through accounting software. Has no ability to capture “wet signatures” Approver wants to just send an email.
  21. 21. Focus on cross application metadata to ensure information findability The right two pieces of process information will allow users to find the right documents Weak recall Object = Weak recall Who = Strong recall = People are hard wired to remember WHO they: Work with Communicated with Made the original
  22. 22. Matching access to resources to working patterns 9am DATE ? 5pm The average user’s day How many different applications are they using How many times are they breaking compliance ERP/CRM Generate- How do users generate content-what are the filetypes, what are the key applications Record Where is the information from that content being recorded? Office documents, applications Organize What is the point of the content? Is the information being shared? Is it for revenue generation? Does it need to be moved to other people? When the information source used again. What do users really need, what can you securely provide them.
  23. 23. Categorize the descriptors based on GROW fields 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 (GROW) 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.
  24. 24. Insight Day-to- day operations Content creation Archive Marketing Financial Competitive Hiring processes A/P processes Time-off External comm. User store Group “junk drawer” Legal Long term value Use Archive Run-off Context Multi- department use Key forward thinking information Value of content increases Numberofnodesfor contentincreases
  25. 25. Information management is no longer about choosing the right Application it is about ensuring information is served to users appropriately. Financial Services IT service Resource planning Business process ERP, “S drive”, excel Applications ATL Data center, local SAN, web service Infrastructure User care about: 1. How do I get to the right App? 2. Where is the information I need to complete my task? 3. How do I find that information? IT should know: 1. Which application(s) management wants users to use. 2. Who should have access to all the applications in the process 3. Compliance risk of information managed Management should know: Cost of application Cost of maintaining application(s) IT should measure: Usage of App Cost of contracts CIO should know: Cost of infrastructure Cost of IT time to maintain IT should control: Usage of bulk storage for high risk processes
  26. 26. Information Management a-a-S is a multi-project move Information risk and value Enterprise wide policies Archiving Disposition, growth control Information Organization Build a taxonomy Storage management Enterprise wide storage control through deletion The key to controlling growth is translating management practices into governance policies Management Governance Long term ROI PolicyTech
  27. 27. Move from here to IMaaS carefully ThinkDox INC. What is shaping ECM and information management in general Managing IMaaS How to ensure that you meet the actual needs of the organization
  28. 28. Design an information platform for long term use Public Access Home Mobile Client Web Access API? Data Lake? Connector? User access? Vendor consolidation? ECM
  29. 29. Your security plan needs to change to protect your information ThinkDox INC. Web Access Home AD Mobile Client Client Web Access Home AD Mobile Client Client ECM
  30. 30. Build your IM-aaS iteratively Principals of Kanban 1. Visualize Work • By creating a visual model of your work and workflow, you can observe the flow of work moving through your Kanban system. 2. Limit Work in Process • You can also avoid problems caused by task switching and reduce the need to constantly reprioritize items. 3. Focus on Flow • By using work-in-process (WIP) limits and developing team-driven policies, you can optimize your Kanban system to improve the smooth flow of work, collect metrics to analyze flow, and even get leading indicators of future problems by analyzing the flow of work. 4. Continuous Improvement • Once your Kanban system is in place, it becomes the cornerstone for a culture of continuous improvement. Teams measure their effectiveness by tracking flow, quality, throughput, lead times and more. Use Kanban as a starting point Kanban is from Toyota’s “Just-in-Time” model of supply management. This required precise knowledge of when parts were needed, how many and what the rate of replenishment was for any given part. Similarly, from a users perspective information is only useful at the time of use- and out of date data is wasteful. Unless you are an academic- you likely want the information in order to do something now.
  31. 31. Alignment and mapping of goals and how-to User perspective What do users need to know to perform their job? Is it tied to a process or just general knowledge? Does it expire? Or change based on time or location? Enterprise perspective What are the required permissions for users to get their job done? Does access to information enhance process efficiency? Where is necessary information for a process coming from?
  32. 32. Don’t impede day-to-day operations User perspective Don’t re-build process in version 1.0. Aggressively push for more access to base information. Limit the need for application switching for information only purposes Enterprise perspective Design simple, implementable versions that fix a pain point. Think information movement first, technical integration second. Limit the number of apps that manage processes ECM
  33. 33. Look to cull “extra” people-steps User perspective Collect data, focus on changes that reduce tedious steps. Embed compliance steps into automation. Design for “peak laziness” Enterprise perspective Focus on efficiency of whole process. Be willing to pay for automation to be done correctly. Provide ECM/BPM team will full access to compliance needs ECM
  34. 34. Have a plan for version 3.0 before completing 1.0 User perspective Have a transparent roadmap for what you are building towards. Keep assuming there are steps that can be removed from users. Stage the transfer of user driven to machine performed steps so as to be seamless. Enterprise perspective Place a premium on process efficiency as a design element Engage process users to reduce the headaches of change. Automate steps that impede information movement. ECM
  35. 35. Dept. level Balance strategy with reality Org. level System of interaction System of record Access control Findability Archive Ad hoc/ Fileshare Holistic planning for information management Infrastructure planning Requirement gathering Implementation Integrated retention and disposition schedules Understanding trends in content generation Information management strategy Technological support for managing information
  36. 36. DO NOT underestimate the role of engagement as part of the move to IMaaS Over-explain the need for user involvement in the move to IMaaS project. Provide a mechanism for feedback. Schedule and keep to the schedule of feedback. Nothing kills a ECM project faster than silence from the ECM team. Communicate Build collaborative partnerships with the business when shaping the changes in related processes; employee on-boarding, retire/fire, financial reporting. Create a clear, shared vision between the key stakeholders and IT. Take everyone with you, develop a shared agenda. Collaborate Build confidence in the change – allocate time and resources for user testing and training. Provide visible and active post rollout support. Get feedback, fix problems, and keep communication channels open. Build Confidence Focus on the three key tactics for success when implementing change:
  37. 37. IMaaS is as much about IT staffing as it is about choosing the right platforms • Start by determining how similar the key intra- and inter- departmental information movement patterns are across key IT platforms. • Start with SERVICE issue; “Salesforce isn’t working” may be the equivalent of “I can’t find the customer ID” to users. The Application support team and Service desk team need to work in concert. • IT Asset Management and Capacity planning are they the necessary skills for technical success. • Communicate, Communicate, Communicate. Every aspect of any “aaS” is about clear lines of communication between support and users.
  38. 38. Thank you Have questions or want a copy of the presentation: Email me: Don’t want to email me: See our websites presentation page We are on twitter and LinkedIn @Thinkdox @ChrisW_thinkdox
  39. 39. ThinDox LLC.
  40. 40. 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
  41. 41. 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.
  42. 42. 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.