What Is ECM?


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The presentation provides you with an overview of Enterprise Content Management, and related concepts such as document management, collaboration, workflow, electronic records management, and web content management.

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What Is ECM?

  1. 1. ECM Certificate Program What is Enterprise Content Management? Atle Skjekkeland www.aiim.org/training
  2. 2. Who is AIIM?  AIIM is the global community for information professionals  Founded in 1943  80,000 active community members  We do research and task forces analyzing trends and opportunities  Forbes Magazine called our research with author Geoffrey Moore the "Best social media idea of 2011”  AIIM published last year #OccupyIT – a manifesto about how business leaders must reclaim IT  AIIM is a also leading provider of training and standards www.aiim.org © AIIM
  3. 3. Information Chaos © AIIM
  4. 4. Managing Enterprise Content • Enterprise Content Management combines analytics, collaboration, governance and processes with anywhere, anytime access to deliver value to your customers, partners, and employees – Improve customer and staff engagement – Ensure compliance – Automate processes © AIIM
  5. 5. What ECM covers • ECM is not a single system • ECM usually is a group of aligned systems • ECM is about „unstructured‟ information Unstructured information Used by humans • Images • Office documents • Graphics and drawings • Print streams • Web pages and content • E-mail • Video • Rich media assets 5 Structured information Processed by systems • Databases • Ordered data • Sales and invoicing • Accounting • Human resources © AIIM
  6. 6. A Changing Industry ENTERPRISE Becoming: • Mobile • Global • Open • Engaged • Agile • Adaptive © AIIM CONTENT Becoming: • Complex • Invaluable • Viewed as asset • Source of advantage MANAGEMENT Becoming: • Social • Collaborative • Open • Flexible • Inclusive
  7. 7. ECM Concepts 7 © AIIM
  8. 8. ECM Concepts 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 12. Interfaces… 8. Metadata & Indexing 8 © AIIM 9.Classification 2. Capture 7. Re-purposing 4. Manage 11. Controls & Security 5. Preserve 13. Legislation, Standards, Regulation 14. Success Factors
  9. 9. 2. Capture 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 12. Interfaces & Legacy Systems 8. Metadata & Indexing 9 © AIIM 9.Classification 2. Capture 7. Repurposing 4. Manage 11. Controls & Security 5. Preserve 13. Legislation, Standards & Regulation 14. Success Factors
  10. 10. 2. Capture Capture ECM system • Capture - getting information from source into ECM system 10 © AIIM
  11. 11. 3. Storage • Information Lifecycle Management “A new set of management practices based on aligning the business value of information to the most appropriate and cost effective infrastructure” • ILM is a new approach to operating the datacenter – Designed to address the top problem in the datacenter : complexity – It is a business-driven management practice – ILM is the framework through which we organize, instrument, automate, and operate information and data services – ILM is a process not a product – Must account for regulatory compliance Source: SNIA 11 © AIIM
  12. 12. 3. Manage - Key ECM technologies • • • • • • • • • 12 © AIIM Imaging Document Centric Collaboration Electronic Document Management Electronic Records Management Email Management Workflow & Business Process Management Web Content Management & Portals Digital Asset Management Information Organization & Access
  13. 13. 3. Manage – Document Centric Collaboration • Collaboration is a working practice whereby individuals work together to a common purpose to achieve business benefit. • Key features of collaboration tools are: – Synchronous collaboration: online meetings and instant messaging – Asynchronous collaboration: shared workspaces and annotations • Many organizations are also looking at Free-form Collaboration tools to improve collaboration and reduce number of emails – Social Networking tools, blogs, and wikis 13 © AIIM
  14. 14. 3. Manage - Document Management • DM is an electronic capability that manages documents. Document can be defined as “recorded information or object which can be treated as a unit”. • Key DM features are: – – – – – 14 © AIIM Check In / Check Out and Locking; Version Control; Roll back; Audit Trail; Workflow
  15. 15. 3. Manage - Electronic Records Management • A Record is a Document that is… – Required as proof of business decision – Required for business continuity – Required for legal or compliance reasons • If in doubt – make it a record • An ERMS is an electronic capability that helps in the management of records – both electronic records and physical records. 15 © AIIM • Key ERMS features are: – – – – – Declaration; Classification; Access Control; Disposition; Long-term preservation
  16. 16. 3. Manage - Web Content Management • Web Content Management provides a set of procedures for managing content – from its creation or import to its archive and eventual destruction that is destined for publication on the Web. • The key features of web content management are: – Design and organise websites in order to provide users with efficient and effective access to relevant and up-to-date content; – Control and prepare the content ready for publication; – Control the content evaluation and approval process prior to publication on the web site; – Automate key parts of the publishing process. When web pages are being built dynamically by a content management system, manual testing may need to be undertaken to ensure that all components fit together properly prior to publishing. 16 © AIIM
  17. 17. 3. Manage – Business Process Management • BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state. Design & Simulation Services Rules Engine Process Registry Monitoring Services Orchestration (Workflow) Engine Content / Data Repositories Integration Services 17 © AIIM
  18. 18. 4. Preserve • Storage media obsolescence – Copy records to appropriate media before this becomes a problem • Media degradation – Choose, store and protect – Bit-wise checking – Checksum calculation • Format obsolescence – – – – 18 © AIIM Technology preservation Emulation Migration Exotic techniques
  19. 19. 6-7. Deliver & Repurposing Distribution channels – you can deliver content via: • Paper • Internet / Intranet / Extranet(s) • Portals • E-Mail (perhaps with attachments) • Fax (automatically) • Mobile phone (web enabled, or by SMS „texting‟) • Personal Digital Assistants (PDA) • XML – for display and/or data transfers • Instant messaging • Web-casting and content streaming • RSS 19 © AIIM
  20. 20. 8. Metadata • Example of metadata in MS Office 2007 • New “Document Information Panel” can be customized by document type and brought front and center. 20 © AIIM
  21. 21. 8. Metadata - types One way to categorize metadata; • Descriptive: Information describing the content used for search and retrieval. • Structural: Information that ties this item with others, such as pages in a book, or the documents in a case folder. • Administrative: Information used to manage and control access to the item. Source: IMERGE Consulting 21 © AIIM
  22. 22. 8. Metadata - standards • Dublin Core – The Dublin Core Metadata Initiative (DCMI) (Dublin, OH) – Now ISO 15836 Creator Contributor Publisher Coverage Source 22 © AIIM Title Date Type Rights Language Subject Description Format Relation Identifier
  23. 23. 8. Metadata – vocabularies (1) • Vocabularies represent potential metadata values • Vocabularies can be controlled or uncontrolled – Controlled vocabularies: metadata must come from a set list (e.g. “Province”) – Uncontrolled vocabularies: metadata can be applied free-form (e.g. “Town”) • “Taxonomies” are a particular type of controlled vocabulary – But not all controlled vocabularies are taxonomies 23 © AIIM
  24. 24. 8. Metadata – vocabularies (2) • It‟s important to control vocabulary so your searchers don’t have to • Standards need to be set to minimize confusion among taggers/indexers • Enforces terminological consistency • Reduces spelling mistakes • Enables interoperability • Technology can manage thesaurus (“like”) terms 24 © AIIM
  25. 25. 8. Metadata – manual process For humans, adding metadata means work • Indexers may not see the ultimate benefit of metadata themselves – Benefits tend to accrue to the enterprise and content consumers • To be sure, clerical staff can be forced to index – In some imaging systems, it is a specialized skill • In other cases: “Not my job” • Sometimes humans provide incomplete or inaccurate metadata So a question arises: • Is there a way to get machines to add metadata for us? Source: Taxonomy Strategies 25 © AIIM
  26. 26. 8. Metadata – automated Need to consider: • Automatic classification tools exist, and have potential – Auto-categorization software as well as some search engines can attempt to classify content – They still rely on an authoritative taxonomy or controlled vocabulary – Typically need “training” to achieve minimally acceptable results • But results are typically not as good as humans’ – Degree of human involvement becomes a cost/benefit tradeoff Source: Taxonomy Strategies 26 © AIIM
  27. 27. 9. Classification Classification: “the systematic identification and arrangement of business activities and/or records into categories according to logically structured conventions, methods and procedural rules represented in a classification system” Source: MoReq 27 © AIIM
  28. 28. 9. Classification - examples Dewey Decimal System C C C C C C C C C C C C C C C C Personal Classification Faceted Classification 28 © AIIM
  29. 29. 9. Classification - benefits 1. Providing linkages between individual records which accumulate to provide a continuous record of activity 2. Ensuring records are named in a consistent manner over time 3. Assisting in the retrieval of all records relating to a particular function or activity 4. Determining security protection and access appropriate for sets of records 5. Allocating user permissions for access to, or action on, particular groups of records 6. Distributing responsibility for management of particular sets of records 7. Distributing records for action 8. Determining appropriate retention periods and disposition actions for records 29 © AIIM
  30. 30. 9. Classification - issues • Key issue in a new ECM environment is ease-of-use and performance for users – If users aren’t happy, environment won’t work • Business Classification Scheme (BCS) design and deployment will have major impact on usability – BCS design and deployment must maximize ease-of-use and performance for users • Note - usability will also be affected by – – – – Number of levels User interface Using ‘shortcuts’ or ‘favourites’ Availability & quality of other retrieval tools • e.g. a search engine 30 © AIIM
  31. 31. 9. Classification - taxonomies • Taxonomy is the science of classifying information • A taxonomy is a law for classifying information • Controlled vocabulary – Simple list – Synonym ring – Hierarchical classification – Thesaurus • Football • Sport • Pastime C C C C Short-form name FIPS Code American Samoa AQ Akrotiri Sovereign Base Area AX Anguilla AV Antarctica AY Aruba AA Ashmore and Cartier Islands AT Baker Island FQ Bermuda BD Bouvet Island BV British Indian Ocean Territory KT Clipperton Island IP Cocos (Keeling) Islands © AIIM CJ Christmas Island 31 IO Cayman Islands CK C C C C C C C C C C C C
  32. 32. 9. Classification - taxonomies 32 © AIIM
  33. 33. 9. Classification - ontology Capturing all the uses of ice cream… A complete ontology would account for more relationships and properties. Source: Roz Chast, The New Yorker 33 © AIIM
  34. 34. 9. Classification - folksonomy • Folksonomy: the anti-controlled vocabulary. Collaborative vocabularies for tagging content, rarely with any sort of control • Relevance between metadata and content may be determined by users in a democratic fashion – four users define an object as being “green” – one user defines an object as being “aqua” – relevance can be defined as "more green than aqua” • Over time, clusters emerge and communities typically self-organize around them • Typically arise in Web-based communities where individuals to share content, then create and use tags (e.g., blogs) • Applied to enterprise use cases when there is a critical mass of taggers to make it worthwhile – Can be a useful “bottom-up” approach to developing taxonomies 34 © AIIM
  35. 35. 10. Search & Retrieval Three main ways people look for information • Pattern Matching (a.k.a., search) some particular attributes in the sought after information – E.g., words or phrases, proximity, etc. • Navigation, or traversal – Finding a relevant asset that is linked to other assets – Traversing links looking at related information • Classified or Categorized, organized by topic browsing – Using classification taxonomies and related structured organizations of information 35 © AIIM
  36. 36. 10. Search & Retrieval - Browsing • Browsing is usually the first option for users seeking information or documents – Desktop and enterprise file systems – Content management system repositories – Intranets and Websites • If users can’t find via browse, then they resort to search • Some users will go straight to search – This is partly generational 36 © AIIM
  37. 37. 10. Search & Retrieval - Search • Search is an application or tool for finding information via search term – Not all search is “keyword” search – Not all search is user-generated (many systems employ “canned” queries) • Search is omnipresent, and essential – But: there is much ignorance about how search engines work – Most end-users shouldn’t need to know; they just assume “magic” • Advanced display techniques can blur the line between search and browse • Search is not a magic bullet or effective panacea for lack of information organization – Better-organized information will yield more effective search results 37 © AIIM
  38. 38. 10. Search & Retrieval - Search Source: CMS Watch 38 © AIIM
  39. 39. 10. Search & Retrieval - Findability Findability is the quality of being locatable or navigable • Information should be easy to discover or locate • Information access is about helping users find documents that satisfy their information needs • Remember, someone may be looking for something they’ve never seen or touched before • Advanced information organization techniques can support findability – Thesauri, Ontologies, Topic Maps and Semantic Networks – Faceted search and navigation 39 © AIIM
  40. 40. 10. Search & Retrieval - Content Finding Us • Changing the paradigm • Content finds the person rather than vice-versa – Personalization: getting the right information to the right individual – Syndication, especially RSS, to distill content to its essentials – Subscribing to content, to have it “pushed” to us when we need it. 40 © AIIM
  41. 41. 11. Security & Access Control Key components of access control: • Identification • Authentication • Authorization Mechanisms that help implement access control: • Encryption • Digital signatures • Audit trail 41 © AIIM
  42. 42. 11. Security & Access Control - Authoritative content The characteristics of an authoritative content: • Authenticity – proof that the content is what we say it is • Integrity – proof that the content is complete and unaltered • Reliability – proof that the content belongs in the system • Usability – we can find it and understand it 42 © AIIM
  43. 43. 11. Security & Access Control - Digital Rights Management Digital Rights Management • Encryption • Copy management • Digital signatures and public key infrastructure (PKI) • Electronic Watermarks 43 © AIIM
  44. 44. 12. Integration - goals • End-to-end information management • Information flow across system boundaries • Information may be locked in legacy systems Improving information flows and unlocking information leads to (among others): • Improved efficiency • Reduced cost • Competitive advantage 44 © AIIM
  45. 45. Office software 3g phone PDA B2B Extranet Internet Intranet 12. Integration - SOA Service delivery channels Rendition XML Cross-system business logic Web application 45 © AIIM XML XML Workflow mgmt XML Contact mgmt XML E-mail system XML Business intelligence system Business application Accounting system Encapsulation EDMS, ERMS XML Back office IT services
  46. 46. ECM Concepts 1. What is ECM? 3. Store 10. Search & Retrieve 6. Deliver 12. Interfaces… 8. Metadata & Indexing 46 © AIIM 9.Classification 2. Capture 7. Re-purposing 4. Manage 11. Controls & Security 5. Preserve 13. Legislation, Standards, Regulation 14. Success Factors
  47. 47. But Don’t Mess Up the Implementation • Studies conducted by Doculabs and others have shown that more than 50 percent of content management implementations are failures – projects that either went over budget, or over time, or that achieved adoption rates that were dismally lower than the initial projections. • Why do so many content management implementations fail to deliver the expected benefits? 1. 2. Most organizations still take an overly tactical view toward content management They don’t prioritize effective planning from a strategic standpoint on how to realize returns on the investment. Source: Doculabs © AIIM
  48. 48. The Risks You Face The top problems that have affected implementations... • • • • • • • 42% Underestimated processes and org issues 31% Lack of training internal staff 30% Uneven usage – poor procedures and enforcement 30% Project derailed by internal politics 22% Underestimated effort to distill or migrate content 21% Excessive “scope creep” 19% Taxonomy or metadata concerns Source: AIIM © AIIM
  49. 49. Get it Right with AIIM Training AIIM – the leading training provider for information professionals • 25,000+ course attendees AIIM Content Management Practitioner training course • • • Self-paced or live courses • Courses can be customized for your organization • Pass the online exam to earn the designation • www.aiim.org/training © AIIM • • Learn how to manage content across devices, locations, and platforms Ensure content is available at anytime, from anywhere, from any device with the appropriate control and security Recommend content based on device, location, preference, and behavior Learn how to develop the necessary taxonomies, metadata, and security models
  50. 50. Section 1: Content Management Foundations Section 2: Business Drivers Section 3: Information Architecture Section 4: Managing Process & Content 1 Introduction • Introduction to ECM • Business drivers for ECM • Current state of ECM and historical context • Overview of key ECM technologies 7 Productivity • Productivity as a business driver for ECM • User adoption and meeting productivity goals • Case study examples 12 Understanding ECM Architecture • ECM architecture types • Four core content services • Approaches to managing content • What is information architecture (IA)? • How IA shapes ECM 19 Content Storage • Storage vs. archiving • Online storage • Cloud services • Risks to watch • How to 2 Capture and Creation • Sources of content • Importing content • E-mail • Scanning • Rich media • Social media 8 Information Governance • IG as a driver for ECM • What is IG? • Understanding compliance • Internal, legal and regulatory obligations • Case study examples 13 Metadata • What is metadata? • Business value of metadata • Types of metadata • Sources of metadata • How to plan a metadata strategy • Metadata standards 20 Security & Access Controls • Business value • Protected and sensitive content • Legal & compliance considerations • Means of protection • How to 3 Organizing Content • What is metadata? • Using metadata to organize content • Tagging • Folders and hierarchies • Relationships • Controlling access to content 9 Knowledge Management • KM as a driver for ECM • Understanding institutional memory • Intellectual property • Protecting vital records • Case study examples 14 Taxonomies & Classification • Taxonomies • Types of taxonomies • Classifications • Classification schemes • How to 21 Process & Workflow • Workflow and BPM • Forms and templates • Transactional content management • Integration with LOB apps • Standards and common notations • How to 4 Collaboration • Types of collaboration • Enabling teams • Version control and editing content • Sharing content • Collaborating beyond the document 10 Social Business • Collaboration as a business driver • Web 2.0 to social business • Common use cases • Balancing risks and rewards • Change management • Case study 15 Findability • Defining findability • Findability and metadata • Findability and classification schemes • Search functionality • Recommendation engines • Optimization considerations 22 Retention & Disposition of Electronic Content • Business value • Understanding ERM • The records (and content) lifecycle • Transfer of records • Destruction of records • How to 5 Search & Retrieve • Searching with metadata or tags • Searching with keywords or phrases • Storing routine queries • Sorting and filtering • Navigating folder structures • Recommendations & expert locations 11 Success Metrics 16 Analytics & Reporting • Understanding and choosing metrics • Business value of analytics and reporting • Return on investment • Reporting using content metadata • Total cost of ownership • Content analytics • Key performance indicators • Semantic search • How to • Linked data and entity extraction • Web analytics ECM PRACTITIONER COURSE 6 Publish & Deliver • Content for web, portals, intranets • Content for social networks • Content for mobile devices • Feeds, syndication and personalization • Renditions and transformation • Accessibility and standards ECM Practitioner – use content to improve collaboration, compliance, and process automation © AIIM 23 Digital Preservation • Business value • Preservation vs. conservation • Storage and device considerations • Migrations and conversions • Preservation formats and standards • How to 17 Interoperability & Integration • Integration with LOB apps • Supporting standards • Means of functional connectivity • Means of programmatic connectivity • Migration and import considerations • How to 24 Retention & Disposition of Physical Records • Business value • Understanding physical records management • Preservation and protection • Transfer and destruction • Paper reduction considerations • How to 18. Performance Considerations • Geography evokes architecture • Distributed, centralized and decentralized Remote users and mobile workers • Outside entities • Planning: rules of thumb • Sizing, scoping, optimization • How to 25. Creating and Structuring Content • Components • Business value • Types of structured content • Formats and standards • Publication and distribution ramifications • How to
  51. 51. Standards and best practices The courses use and refer to standards when possible including benefits and disadvantages All AIIM training courses have an international focus with local examples of regulations and standards © AIIM
  52. 52. 24-7 course access for 6 months Unlimited access for 6 months Downloadable resources, checklists, and templates Online exam leading to an AIIM designation © AIIM
  53. 53. Course feedback… In today’s Web 2.0 world, companies are required to provide a set of user experiences that enable employees to work with corporate information the way they work with personal information—easy to use, easy to find and easy to interact with others. Now more than ever, comprehensive enterprise content management training that incorporates the use of Web 2.0 technologies is a must-have for companies. With its broad-based support and real-world approach, AIIM continues to be the gold standard for ECM training.” Whitney Bouck, General Manager, Box Enterprise at Box  © AIIM “Fujitsu chose the AIIM ECM Training Program to empower our partners with the tools and strategies to help companies world-wide achieve successful ECM implementations.” Pamela Doyle, Director, Fujitsu Imaging Products Group “The AIIM ECM training course provides an extremely comprehensive platform related to the enterprise content management industry and the technologies that support and drive it. The materials are thorough, up-to-date and well presented. I would recommend the course to both vendors and customers of ECM solutions.” John Opdycke, Former Vice President of Marketing, Hyland Software
  54. 54. Course feedback… • • © AIIM “AIIM’s training programs are essential to anyone in Information Management. Without up to date training, systems and programs are set up — but may be at risk, in the long run, if developed by the under trained. The Information Management Industry as a whole is developing at the speed of light, so even someone like myself (a 23 year veteran) needs to refresh their training and stay on top of technology and advancement in trends to understand how to apply it. AIIM’s training programs provide this education.” TK Train, CRM, ECMp, MBA, Document Control Manager,Gambro “Enterprise records management or content management projects are comprised of cross functional teams with various backgrounds and specialties. It is important to the success of such projects that interdisciplinary teams develop a common lexicon and understanding of key concepts as fast as possible to enable collaboration. AIIMs educational curricula serve this need quickly and excellently”, Jayne Bellyk, RIM Program Manager, Chevron Phillips Chemical Company LP
  55. 55. Register at aiim.org/training • Self-paced Practitioner courses starts at $790 per person – Includes 6 months access to online resources, handouts, and exam – Contact AIIM to get significant student-bulk discounts for 10+ students – Instructor is available for 6 months to answer questions and provide guidance • 3 x 90 min virtual live Practitioner sessions just for your organization for $3,700 with max 15 attendees – AIIM organizes 3 x 90 min live virtual sessions with experienced instructor and subject matter expert – Attendees get 6 months access to online resources, handouts, and exam – Instructor is available for 6 months to answer questions and provide guidance © AIIM