The document discusses enterprise content management (ECM). ECM refers to strategies, methods and tools used to capture, manage, store, preserve and deliver content and documents related to key organizational processes. It captures, manages, stores, preserves and delivers content. ECM covers unstructured information like images, documents, and web pages that are processed by humans. It also discusses concepts like metadata, classification, search and retrieval, security and integration that are important aspects of ECM.

1. Atle Skjekkeland Vice President, AIIM What is Enterprise Content Management?

2. AIIM Training Programs

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4. What is ECM? Enterprise Content Management The strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to key organizational processes. CAPTURE MANAGE STORE PRESERVE DELIVER

5. ECM is not a single system ECM usually is a group of aligned systems ECM is about ‘unstructured’ information What ECM covers Used by humans Images Office documents Graphics and drawings Print streams Web pages and content E-mail Video Rich media assets Unstructured information Processed by systems Databases Ordered data Sales and invoicing Accounting Human resources Structured information

6. Why ECM? Why do end users care about ECM? COST-DRIVEN USERS - Improve efficiency - Reduce costs - Increased profits/Better performance CUSTOMER-DRIVEN USERS - Better customer service - Leadership/Competitive advantage - Faster turnaround/Improved response RISK-DRIVEN USERS - Compliance - Risk management/Business continuity

7. Why do end users care about ECM?

8. ECM Concepts

9. 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards, Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Re-purposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces… 2. Capture 9.Classification ECM Concepts

10. 2. Capture 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards & Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Repurposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces & Legacy Systems 2. Capture 9.Classification

11. 2. Capture Capture - getting information from source into ECM system ECM system Capture

12. 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

13. 3. Manage - Key ECM technologies 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

14. 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

15. 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: Check In / Check Out and Locking; Version Control; Roll back; Audit Trail; Workflow

16. 3. Manage - Electronic Records Management An ERMS is an electronic capability that helps in the management of records – both electronic records and physical records. Key ERMS features are: Declaration; Classification; Access Control; Disposition; Long-term preservation 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

17. 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.

18. BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state. 3. Manage – Business Process Management Design & Simulation Services Monitoring Services Process Registry Orchestration ( Workflow ) Engine Rules Engine Integration Services Content / Data Repositories

19. 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 Technology preservation Emulation Migration Exotic techniques

20. 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

21. 8. Metadata Example of metadata in MS Office 2007 New “Document Information Panel” can be customized by document type and brought front and center.

22. 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

23. 8. Metadata - standards Dublin Core The Dublin Core Metadata Initiative (DCMI) (Dublin, OH) Now ISO 15836 Creator Title Subject Contributor Date Description Publisher Type Format Coverage Rights Relation Source Language Identifier

24. 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 8. Metadata – vocabularies (1)

25. 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 8. Metadata – vocabularies (2)

26. 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 8. Metadata – manual process

27. 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 8. Metadata – automated

28. 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

29. 9. Classification - examples Dewey Decimal System Personal Classification Faceted Classification

30. 9. Classification - benefits Providing linkages between individual records which accumulate to provide a continuous record of activity Ensuring records are named in a consistent manner over time Assisting in the retrieval of all records relating to a particular function or activity Determining security protection and access appropriate for sets of records Allocating user permissions for access to, or action on, particular groups of records Distributing responsibility for management of particular sets of records Distributing records for action Determining appropriate retention periods and disposition actions for records

31. 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

32. 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

33. 9. Classification - taxonomies

34. 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

35. 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

36. 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

37. 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

38. 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

39. 10. Search & Retrieval - Search Source: CMS Watch

40. 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

41. 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.

42. 11. Security & Access Control Identification Authentication Authorization Encryption Digital signatures Audit trail Key components of access control: Mechanisms that help implement access control:

43. 11. Security & Access Control - 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 The characteristics of an authoritative content:

44. 11. Security & Access Control - Digital Rights Management Digital Rights Management Encryption Copy management Digital signatures and public key infrastructure (PKI) Electronic Watermarks

45. 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

46. SOA offers Flexibility Standard messaging formats Greater asset re-use potential Reduced integration costs Standards, such as Simple object access protocol (SOAP) XML (discussed earlier) No pain, no gain! Retrofit existing applications New management practices New security defences … Incremental approach is possible 12. Integration - SOA

47. 12. Integration - SOA Intranet Extranet B2B PDA Office software Internet 3g phone Service delivery channels Web application XML Rendition Encapsulation XML XML Cross-system business logic XML XML XML XML Accounting system Business application Business intelligence system E-mail system Back office IT services Contact mgmt EDMS, ERMS Workflow mgmt

48. 1. What is ECM? 14. Success Factors 8. Metadata & Indexing 13. Legislation, Standards, Regulation 3. Store 4. Manage 5. Preserve 6. Deliver 7. Re-purposing 10. Search & Retrieve 11. Controls & Security 12. Interfaces… 2. Capture 9.Classification ECM Concepts

49. AIIM Certificate Program The AIIM Certificate Program is designed from global best practices among our 60,000 members for Enterprise Content Management (ECM) and Electronic Records Management (ERM) Skill sets and best practices were identified by Education Advisory Groups in NA and Europe More than 9,000 course attendees in 2,5 years Each new training program leads to an designation (not Strategy workshops) Next Step?

50. AIIM ECM Certificate Program ECM Strategy ECM Concepts ECM Process ECM Case

51. Questions? Atle Skjekkeland, Vice President AIIM Email: [email_address] Web: www.aiim.org/training