The document discusses reasons for enterprise content management (ECM) project failures and provides tips to avoid them. It explores common themes from past failed initiatives like lack of strategy, budget overruns, and resistance to change. The document provides various experts' perspectives on top reasons for ECM failures and recommendations to ensure project success, such as establishing governance, obtaining proper sponsorship, and addressing user needs.

1. Don’t Talk to Me About Content
Management
#AIIM2016 Stephen Ludlow
Senior Director, ECM Product Marketing28 April 2016

2. OpenText Confidential. ©2016 All Rights Reserved. 22
TIPS
FOR
ENTERPRISE
CONTENT
MANAGEMENT
PROJECT
SUCCESS
In
recent
years,
there
has
been
much
debate
on
various
approaches
to
solve
the
enterprise
content
management
(ECM)
and
publishing
problem….
Further,
looking
back
on
the
myriad
of
failed
content
management
iniKaKves
across
the
industry,
common
themes
begin
to
shape
that
help
explain
the
reasons
for
so
many
misguided
projects.
By
Scott Abel |
Mar
4,
2006
The
Content
Wrangler
“
“

3. OpenText Confidential. ©2016 All Rights Reserved. 33
Avoiding
Enterprise
Content
Management
PiOalls
Developing
a
sound
strategy
for
a
successful
enterprise
content
management
rollout
can
be
challenging,
but,
fortunately,
numerous
resources
offer
advice
on
best
pracKces
and
piOalls
to
avoid.
By
Peter Hagopian|
Jun
12,
2008
Informa>on
Week
“
“

4. OpenText Confidential. ©2016 All Rights Reserved. 44
ECM
Rescue
–
Recovering
from
a
Failed
ImplementaKon
How
is
ECM
Different
1. ECM
is
about
managing
informaKon,
not
just
storing
it
2. ECM
is
(perceived
to
be)
opKonal
3. ECM
is
everywhere
4. ECM
changes
ingrained
work
habits
By
Greg Clark|
Apr
1,
2009
AIIM
Interna>onal
Conference
“
“

5. OpenText Confidential. ©2016 All Rights Reserved. 55
Five
Best
PracKces
for
Avoiding
ECM
Project
Failure
Failing
to
understand
user
requirements,
obtain
the
necessary
sponsorship
and
address
change
management
are
among
the
primary
reasons
why
some
enterprise
content
management
projects
fail.
Learn
how
to
ensure
your
iniKaKve
succeeds.
By
Karen
M.
Shegda
|
Jul
1,
2009
Gartner
“
“

6. OpenText Confidential. ©2016 All Rights Reserved. 66
8
Reasons
Why
ECM
ImplementaKons
Experience
High
Failure
Rates,
and
What
to
Do
About
It
…more
o^en
than
not,
ECM
implementaKons
fall
short
of
the
iniKal
promise.
These
so
called
failures
are
of
three
specific
types:
1. Failure
to
Garner
AdopKon
2. Failure
to
Achieve
Timeline
Goals
3. Failure
to
Stay
within
Budget
By
Jeetu
Patel
|
May
25,
2010
The
Digital
Landfill
-­‐
AIIM
“
“

7. OpenText Confidential. ©2016 All Rights Reserved. 77
Top
5
Reasons
for
Enterprise
Content
Management
(ECM)
ImplementaKon
Failure
–
RecommendaKons
to
avoid
failures
Reason
#1:
Lack
of
ECM
Strategy
and
Roadmap
Reason
#2:
Resistance
to
Change
Reason
#3:
Over
Budget
and
missed
deadlines
Reason
#4:
Lack
of
InformaKon
Governance
and
InformaKon
Architecture
Reason
#5:
Lack
of
thoughOul,
scalable
and
appropriate
architecture
By
Naresh
Kumar
Gandesiri
|
Mar
8,
2011
VirtUSA
Blog
“
“

8. OpenText Confidential. ©2016 All Rights Reserved. 88
The
'Why'
of
ECM
Failure
and
the
'How'
of
ECM
Success
Based
on
20
years
of
industry
data,
we
can
say
that
nearly
50
percent
of
all
ECM
programs
fail
just
from
a
technology
perspecKve.
And
of
the
50
percent
that
succeed,
half
of
those
fail
to
really
provide
value
to
the
business.
By
Lane
Severson
|
Jul
16,
2014
CMS
Wire
“
“

9. OpenText Confidential. ©2016 All Rights Reserved. 99
Learning
from
ECM
implementaKon
failure
The
only
thing
more
nerve-­‐wracking
than
implemenKng
a
new
content
management
system
is
the
fear
of
failing
during
or
soon
a^er
the
process.
By
Lisa
Hoover
McGreevy
|
April
29,
2016
Fierce
Content
Management
“
“

10. OpenText Confidential. ©2016 All Rights Reserved. 1010
I've
Seen
the
Future
of
ECM,
and
It's
Not
ECM
But
in
my
opinion,
ECM
has
trouble
gaining
funding
and
support
because
IT
and
RM
haven’t
built
compelling
enough
business
cases
for
it.
Worst
case,
they
rely
on
fuzzy
things
like
Kme
saved
searching
for
and
working
with
documents,
o^en
using
very
generic
and
amorphous
terms
that
execuKves
don’t
buy.
“
“
By
Joe
Shepley
|
Dec
21,
2016
CMS
Wire

11. OpenText Confidential. ©2016 All Rights Reserved. 1111
Top
FTC
Lawyer
on
the
Biggest
Privacy
Issues
‘Nobody
in
corporate
America
cares
about
informaKon
governance.
It’s
not
the
term
that
resonates
in
the
C-­‐suite.
It
doesn’t
mean
anything…
“
“
By
David
Shonka
|
April
19,
2016
Bloomberg

12. OpenText Confidential. ©2016 All Rights Reserved. 1212
10+
Years
of
ECM
Fu>lity

13. OpenText Confidential. ©2016 All Rights Reserved. 1313
Customer
Engagement
Lifecycle
Campaign
&
Lead
Gen
Opportunity
&
Quote
Sales
Order
Engineering
(Project)
ProducKon
&
Delivery
Service
Sales
Order
Campaign
Lead
Opportunity
Contract
Offer
ProducKon
Order
Quality
InspecKon
Delivery
Invoice
Case
Project
Customer
Product
Quote
Product
InformaKon
Collateral
Leads
Sheets
Contract
Product
SpecisficaKon
Sales
Order
Order
ConfirmaKon
Requirements
SpecificaKon
Enginering
Drawings
Project
DocumentaKon
Detailed
SpecificaKon
Purchase
Orders
Material
Requirements
Quality
InspecKons
Case
/
Problem
DocumentaKon
Customer
emails
SoluKon
DescripKon
BUSINESS
PROCESS

14. OpenText Confidential. ©2016 All Rights Reserved. 1414
ME

15. OpenText Confidential. ©2016 All Rights Reserved. 1515
It’s
Kme
to
Re-­‐Think
ECM
And
its
role
in
your
Digital
Transforma>on

16. OpenText Confidential. ©2016 All Rights Reserved. 1616
• Content
in
Context
in
Business
Process
• AdopKon
through
IntegraKon
• Access
and
Share
InformaKon
• AdopKon
through
Simplicity
Control
InfoGov
-­‐
AdopKon
through
Transparency
ECM
in
Digital
TransformaKon
Process
ProducKvity
Personal
ProducKvity

17. OpenText Confidential. ©2016 All Rights Reserved. 1717
Personal
ProducKvity
I
just
want
access
to
my
files
I
need
to
share
documents
to
get
my
job
done

18. OpenText Confidential. ©2016 All Rights Reserved. 1818
Personal
ProducKvity
Enterprise
File
Sync
&
Share
§ File access and management
§ Sharing and collaboration - inside and outside the
firewall
§ Access from any device
Embrace

19. OpenText Confidential. ©2016 All Rights Reserved. 1919
EFSS
-­‐
Are
You
Crazy?
Allow
users
to:
§ Organize
informaKon
the
way
they
want
to
organize
it
§ Determine
access
rights
§ Access
the
informaKon
inside
and
outside
the
firewall
§ Collaborate
with
stakeholders
outside
the
organizaKon

20. OpenText Confidential. ©2016 All Rights Reserved. 2020
Never!

21. OpenText Confidential. ©2016 All Rights Reserved. 2121
IT
Opps
Email
Storage
Network
Desktop
Who
will
deploy
EFSS?

22. OpenText Confidential. ©2016 All Rights Reserved. 2222
§ Mobile
control
§ Audit
§ EncrypKon
SECURITY
§ User
Management
§ AD
IntegraKon
§ Usage
Reports
MANAGEMENT
§ Costs
Certainty
§ StandardizaKon
§ Vendor
Stability
TRUST
Needs - IT Opps

23. OpenText Confidential. ©2016 All Rights Reserved. 2323
§ No
Training
§ Parity
§ Instant
Roll-­‐Out
SIMPLICITY
§ Basic
RetenKon
§ LiKgaKon
Holds
§ Export
GOVERNANCE
§ ExisKng
ECM
§ ProducKvity
Apps
EXTENSIONS
Needs - ECM Practitioners

24. OpenText Confidential. ©2016 All Rights Reserved. 2424
Process
ProducKvity
Don’t
make
me
file
informa>on
in
another
applica>on
I
need
the
right
informa>on
at
the
right
>me
to
get
my
job
done

25. OpenText Confidential. ©2016 All Rights Reserved. 2525
§ Makes business processes more effective through
integration
§ Insures ECM adoption by extending ECM into lead
applications
§ Metadata from Lead Application puts content in context
§ Backbone for unstructured content across value chains
Process
ProducKvity

26. OpenText Confidential. ©2016 All Rights Reserved. 26
Templates
Based
on
Business
Objects
Folder
and
Metadata
Templates
specific
to
the
object
in
the
lead
applicaKons
§ Accounts
§ Products
§ OpportuniKes
§ Etc.

27. OpenText Confidential. ©2016 All Rights Reserved. 27
Leverage
IntegraKon
for
Metadata
Account
Workspace:
An
account
workspace
is
auto-­‐created
for
the
Salesforce
account.
Account
Details
are
synchronized
as
metadata

28. OpenText Confidential. ©2016 All Rights Reserved. 28
Leverage
Templates
for
Consistency
Limited
taxonomy
Role
based
permissions
Based
on
known
business
process

29. OpenText Confidential. ©2016 All Rights Reserved. 2929
Control
Process
ProducKvity
Personal
ProducKvity
• Majority
of
the
business
records
of
the
organizaKon
• Many
records
are
case-­‐based
• Classified
through
inheritance
using
templates
• CriKcal
to
the
line
of
business
• Riskiest
and
Costliest
Content
• Automated
capture
and
management
outside
of
lead
applicaKon
• Automate
or
facilitate
classificaKon
for
reten)on
purposes
• Search,
hold
and
export
criKcal
• CriKcal
for
government
and
highly
regulated
industries

30. OpenText Confidential. ©2016 All Rights Reserved. 30
Auto-­‐Classifica>on
Machine
Learning
that
applies
classifica>on
metadata
Exemplars
25-­‐50
Documents
Per
Classifica>on
Test
Documents
25-­‐50
Documents
Per
Classifica>on

31. OpenText Confidential. ©2016 All Rights Reserved. 31
Auto-­‐Classifica>on
Requires
Process
and
Technology

32. OpenText Confidential. ©2016 All Rights Reserved. 32
Leverage
Templates
for
ClassificaKon
Apply
ClassificaKon
thorough
inheritance
Metadata
integraKon
updates
trigger
events

33. OpenText Confidential. ©2016 All Rights Reserved. 33
It’s
Kme
to
Re-­‐Think
ECM
And
how
we
implement

34. OpenText Confidential. ©2016 All Rights Reserved. 34
Personal
Produc>vity
in
The
Digital
First
World
Present
Future
A
simple
paradigm
shi^
to
EFSS
that
makes
knowledge
workers
more
producKve
in
their
access
and
sharing
of
files
Fileshares
sKll
the
most
prevalent
way
that
users
access
and
share
their
informaKon

35. OpenText Confidential. ©2016 All Rights Reserved. 35
Personal
Produc>vity
in
The
Digital
First
World
Present
Future
EFSS
provides
the
simplicity
and
flexibility
to
ensure
that
content
is
being
captured
in
an
Enterprise
ApplicaKon
ECM
offered
as
collaboraKon
by
design
sKll
fails
to
capture
the
vast
majority
of
the
content
created

36. OpenText Confidential. ©2016 All Rights Reserved. 36
Personal
Produc>vity
in
The
Digital
First
World
Present
Future
A
simple,
standard
EFSS
that
becomes
a
standard
tool
for
users
to
be
more
producKve
A
myriad
of
file
synch
and
share
applicaKon
on
the
desktop
and
across
the
organizaKon

37. OpenText Confidential. ©2016 All Rights Reserved. 37
Process
Produc>vity
in
The
Digital
First
World
Present
Future
ECM
design
tackles
one
business
process
at
a
Kme,
making
taxonomy,
metadata,
etc
easier
to
define
and
roll-­‐out
ECM
design
and
implementaKon
is
a
huge,
complex
undertaking,
o^en
requiring
training
and
change
management

38. OpenText Confidential. ©2016 All Rights Reserved. 38
Process
Produc>vity
in
The
Digital
First
World
Present
Future
ECM
is
exposed
in
lead
applicaKons,
transparently
acKng
as
the
bridge
across
the
silos
ECM
is
a
desKnaKon
–
we
corral
content
into
one
locaKon
–
CreaKng
Content
Silos

39. OpenText Confidential. ©2016 All Rights Reserved. 39
Process
Produc>vity
in
The
Digital
First
World
Present
Future
Metadata
is
pre-­‐populated
based
on
the
process
defined
and
with
data
from
the
lead
applicaKon
Capturing
metadata
is
in
the
hands
of
the
users
and
o^en
neglected

40. OpenText Confidential. ©2016 All Rights Reserved. 40
Process
Produc>vity
in
The
Digital
First
World
Present
Future
Content
is
delivered
in
context
and
inline
with
processes,
creaKng
business
value
Content
is
managed
but
not
maximized.
ECM
is
treated
solely
as
a
repository

41. OpenText Confidential. ©2016 All Rights Reserved. 41
Control
in
The
Digital
First
World
Present
Future
InformaKon
governace
by
design,
transparently
embedded
in
the
way
we
work
InformaKon
Governance
is
a
separate
acKvity
imposed
by
the
organizaKon

42. OpenText Confidential. ©2016 All Rights Reserved. 42
Control
in
The
Digital
First
World
Present
Future
Lead
applicaKon
that
contains
the
business
logic
and
metadata
needed
to
update
triggering
event
Event-­‐based
retenKon
policies
but
no
way
to
feasibly
update
triggering
metadata

43. OpenText Confidential. ©2016 All Rights Reserved. 43
Control
in
The
Digital
First
World
Present
Future
Simple,
consistant
retenKon
where
needed
with
fine-­‐grained
RM
on
the
most
criKcal
business
records
RM-­‐driven
retenKon
applies
RM
rigour
on
all
content

44. OpenText Confidential. ©2016 All Rights Reserved. 4444
Ques>ons

45. OpenText Confidential. ©2016 All Rights Reserved. 45
§ Determine
where
your
company
is
spending
money
and
aiach
your
project
to
it
§ Digital
TransformaKon
of
Processes
is
aoracKng
budget
due
to
the
ability
to
impact
top-­‐line
growth
§ Look
to
the
ERP
systems
and
CRM
systems
Final
Advice
for
ECM
PracKKoners

46. OpenText Confidential. ©2016 All Rights Reserved. 4646
Thank
You!
Stephen
Ludlow
@ludlow_at_work