The document outlines the vital roles of commitment, coordination, and change management in successful enterprise content management (ECM) implementation. It emphasizes engaging stakeholders, strategic planning, and effective communication throughout the project lifecycle. Key takeaways highlight the importance of sustained effort and preparedness for risks to ensure a seamless ECM transition.

1. W11: The 3 C’s of
Enterprise Content
Management
Implementation
Marilyn Carr, National Director
Information Management Practice
Chris Walker, Senior Consultant
Information Management Practice
June 3, 2009
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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2. What we’re going to talk about
 The importance of Commitment, Coordination, and
Change to a successful ECM project and program
 Strategies and tactics that will help you in the short
and long term. At the end of this session you should
be able to:
 Identify what roles need to be involved in ECM
implementation governance
 Identify reasonable ECM deployment alternatives
 Identify the elements of change management
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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3. But first, some definitions
Enterprise Content Mgmt
Enterprise Content Mgmt
Actively managing the lifecycle
Actively managing the lifecycle
of unstructured information,
of unstructured information, System
across the organization System
across the organization People, processes and tools that
People, processes and tools that
work together to achieve results.
work together to achieve results.
Project
Project
Temporary endeavor undertaken
Temporary endeavor undertaken Program
Program
to create an unique product,
to create an unique product, Group of related projects
Group of related projects
service or result
service or result
managed in aacoordinated way to
managed in coordinated way to
maximize benefits and control
maximize benefits and control
Stakeholder
Stakeholder
Any person, group, organization
Any person, group, organization
or system that affects or can be
or system that affects or can be
affected by your project
affected by your project
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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4. Commitment
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5. The path to commitment can be
rocky
• Organizational imperatives
• Key performance indicators (KPIs)
• WIIFM (what’s in it for me?)
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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6. ECM stakeholders are not all
equal, but all are important
A stakeholder is any entity (person, group, organization, system)
that affects or can be affected by what you’re doing.
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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7. Keeping commitment requires
careful attention
 Manage and meet expectations
 Communicate, communicate, communicate
 Demonstrate progress through quick wins
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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8. Coordination
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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9. Plan strategically, but execute
tactically
 Time-box for short,
medium, and long term
 Think iterative, not linear
 Choose an approach that
makes sense
 By business unit?
 By business process?
 By function?
 By location?
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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10. What you have to get right at the
beginning, and what can wait
Do it now, or do not pass go:
 Policies and procedures
 Security model
 Metadata framework
Not child’s play, but don’t sweat it:
 File plan
 Workflow
 Paper conversion
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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11. Mitigate risks before they bite
you
 You can bet you will need to address:
 User adoption
 Budget overruns
 Technology limitations / technology bloat
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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12. Change
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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13. Processes will change, but they
won’t work if they introduce new
pain
 Don’t pave the cow path
 Leverage best practices
 Decentralization if necessary, but not necessarily
decentralization
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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14. In most cases, behaviour also
has to change
 Implementing ECM mandates conformance with
policies and procedures
 Keep your champions close, and your resisters
closer
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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15. There are four cornerstones of
change
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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16. There is no such thing as too
much communication
 Communicate early and often
 Finely tune your WIIFM messages
 Use many different channels
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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17. Be prepared to invest in
education
 Carefully target your content
 Don’t train too early
 “If you think education is expensive, try ignorance.”
Derek Bok
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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18. Participation is not negotiable
 Involvement fosters ownership
 Don’t fall into the 100% dedicated to the project + all
normal day-to-day duties trap
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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19. Support is key (and we don’t
mean 1-800-Helpme)
 Centres of excellence are a
very good idea
 Sponsors play a continuing
role
 Provide a mechanism for
organic peer support
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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20. Key take-aways
 Without commitment,
coordination & change
are irrelevant
 It’s a marathon, not a
sprint
 Technology features
and functions are the
least of your worries
 It’s never too early to
start, but it can be too
late
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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21. What else would you like to
know?
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Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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22. Contact us
Marilyn Carr Chris Walker
National Director, Senior Consultant,
Information Management Information Management
416 644 6672 780 702 0715
Marilyn.Carr@mtsallstream.com Chris.Walker@mtsallstream.com
®
Manitoba Telecom Services Inc. Used under licence. Allstream Proprietary. Use pursuant to company instructions.
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