Enterprise content management (ECM) involves integrating technologies to store, access, and manage documents. It serves to create, manage, store, archive, share, and retrieve both structured and unstructured information. ECM provides benefits like compliance, efficiency, availability, and risk mitigation by supporting activities like document management, records management, collaboration, and workflow. Implementing an ECM system requires analyzing requirements, selecting a vendor solution, designing and testing the system, and evaluating it after deployment. Key challenges include balancing control with flexibility and ensuring usability for non-technical users.

1. Enterprise
Content
Management
Sindi Chen
&
Afsoun Owji
6/16/10 1
INF2177 Summer 2010

2. 1. Business, Organization, and
User Perspectives
1.1 What Is It?
1.2 What Needs Does It Serve?
1.3 Benefits
1.4 Stakeholders and Business Process Changes
1.5 Challenges
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3. 1.1 What Is It?
“Convergence of a number of technologies integrated into
components offering the capability to store, access and
manage documents.”( Dillnutt, 2006)
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“An average worker spends
3.7 hours per week
searching for and not
finding needed
information!” IDC Information
Worker Productivity Studies, 2008–2009.
“75 % to 80% of data is
unstructured”
O’Callaghan and Smits, 2003

4. 1.2 What Needs Does It Serve?
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Information- Creation
- Management
- Storage
- Archiving
- Sharing
- Web content management
- Document management
-Records management
- Collaboration
- Portal technology
-Workflow
- Search and retrieval

5. 1.3 Benefits
- Compliance
-Traceability “organizational memory”
- Sarbanes-Oxley legislation 2002
-Bill 198 2002
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-Efficiency
- Availability
- Consistency
- Customer service
- Consolidation
- Continuity
- Risk mitigation

6. 1.4 Stakeholders and Business
Process Changes
Stakeholder
Employees of the Organization
- Receptionists and administrators
- Sales / IT Representatives
- Managers
- CEO
External
- Customers/Clients
-Interested parties
- Lawyers
-Auditors
-Government
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Change
- Obliterate and automate
unnecessary procedure
- Processing critical activities faster

7. 1.5 Challenges
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- Downsizing
- Strict control and regulation vs. autonomy and flexibility
- Focus on information rather than people
- One -size does not fit-all
“The more content and knowledge organizations capture in their ECM system,
the more organizations can controlhow, when, where, and by whom
content is generated, and the more they can pinpoint opportunities for
increased regulationsand automation” (Andersson, 2008)

8. 2.1 Information Structures and
Processes
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9. 2. Information Content and
Processing
2.1 Information Structures and Processes
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10. 2.1 Information Structures and
Processes
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- Support both structure and unstructured
information
- Support traditional archive, document
management
- Support process management – Workflow
- Support search and retrieval

11. 3. Technology System
Characteristics
3.1 Features & Functional Components
3.2 Architectural Configurations
3.3 Open Source Solutions
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12. 3.1 Features & Functional
Components
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13. 3.1 Features & Functional
Components
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Three Key Ideas distinct from WCM
• Middleware
• Services
• Federated
repository

14. 3.2 Architectural Configurations
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15. 3.3 Open source Solutions
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http://www.socialtext.com/
http://drupal.orghttp://plone.org/

16. 3.3 Socialtext 4.0
Enterprise Social Software
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17. 4. Requirements & Design
4.1 Requirement Analysis
4.2 Non-functional Requirements
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18. 4.1 Requirement Analysis
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- Develop and approve business case (ROI, Scope, Goals linked to
firm’s strategy)
- Inter-disciplinary team formed along with Top Management
- Research firms that have ECM along with work flow processes
- Develop – Use case diagrams, scenarios, work flow, interface,
data conversion
- Determine non-functional requirements
- Gap analysis and requirement documentation
- Evaluate and select ECM (Benefits, functionality checklist)

19. 4.2 Non-functional Requirements
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-Easy of use
-Backup and Restore
-Availability Requirements
-Error Handling
-Transaction and Data Integrity
-Performance and Configuration
-Security

20. 5. Processes & Methodologies
5.1 ECM Development
5.2 Required knowledge and Skills
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21. 5.1 ECM Development
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1. Strategy/ Business planning
- Analyze as-is situation and evaluate To-be changes
- Stakeholder goals
Understand the impact of ECM on the organization
- Identify measures of success
“we did not get
what we paid for”
Hooper, 2009
“ECM 50%
failure rate”
Hooper, 2009
2. Requirement Analysis
For ex. Content management process ( centralized/decentralized)
3. Software/Vendor Analysis
List of vendors, Solutions overview, Tools, Training offered, Cost and time of
implementation, and Risks and benefits
6. Post Implementation
Evaluation ( Customer and staff satisfaction, organization performance, customer services, policy
procedure standards, ROI, and project success)
4. Design
Align To-be changes with the ECM system
5. Building and Testing
Capture, manage, store, preserve and deliver, Develop test
cases/procedures for ( security, integration, UI, workflows etc.)

22. 5.2 Required Knowledge and Skills
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- Creating and managing the vision and strategy around the
evolution of ECM
-Process improvement
- Configuration, development and operations
-Governance and measurement
- Non-technical user ( according to vendors)
- No research to support its “intuitiveness” for non-technical users
(according to the critics)
User
Knowledge

23. 6. Standards and Guidelines
6.1 Industry Guideline and Research
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24. 6.1 Industry Guidelines and
Research
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iECM
http://iecm.editme.com/
AIIM
http://www.aiim.org/
KMWorld
- 50,000 subscribers
http://www.kmworld.com/WhitePapers/Default.aspx
Gartner
http://www.gartner.com/technology/home.jsp
“The KMWorld Best Practice White Papers
have become a key component in the creation
of the "shopping lists" for today's information
managers.” KMWorld
“Leading technology publications primarily
read by business leaders and
technologists, do not even know that
technical communication scholarship
exists.”
(Anderson, 2008)

25. Discussion
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1. Are ECM technologies liberating workers’ creativity1
or closing it down2
? (creativity vs. control)
2. Who gains and looses the most from the
implementation and consequences of ECM?
Customer? Worker? Vendor? CEO?
3. How to judge if a company needs ECM
implementation?
4. How will ECM solutions enhance if vendors and
mainstream publications consult and apply scholarly
research to their product development?

26. Bibliography
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Anand Subramaniam.ECM System – implementation roadmap, risk & Lessons from trenches, retrieved from
http://www.slideshare.net/anandsubramaniam/enterprise-content-management-ecm-system-1812772. 2010
R. Andersen: "The Rhetoric of Enterprise Content Management (ECM): Confronting the Assumptions Driving
ECM Adoption and Transforming Technical Communication", Technical Communication Quarterly, Vol. 17,
2008, pp. 61-87.
R. Dilnutt: "Surviving the Information Explosion", Engineering Management Journal, Vol. 16, 2006, pp. 39- 41.
Hooper, Dan. ECM: Definition Please!, in Infonomics, July/August 2009.
Ulrich Kampffmeyer. ECM Enterprise Content Management, 2006, Hamburg. (English, French, German)
R. O'Callaghan, and M. Smits: "A Strategy Development Process for Enterprise Content Management", in:
Proceedings of the 13th European Conference on Information Systems (ECIS'05), Regensburg, Germany, 2005,
pp. 1271-1282.
Ulrich Kampffmeyer. ECM Enterprise Content Management, 2006, Hamburg. (English, French, German)