the documented benefits of content management

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The Documented Benefits of Content Management

Atle SkjekkelandCOO, [email protected]@skjekkeland


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AIIM is a also leading provider of training and standards


Enterprise Content Management

http://www.aiim.org.uk/publications/ecmroadmap/2005/poster_capture.asp

http://www.aiim.org.uk/publications/ecmroadmap/2005/poster_deliver.asp

Copyright © AIIM | All rights reserved.4

A Changing Industry

ENTERPRISEBecoming:• Mobile• Global• Open• Engaged• Agile• Adaptive

MANAGEMENTBecoming:• Social• Collaborative• Open• Flexible• Inclusive

CONTENTBecoming:• Complex• Invaluable• Viewed as

asset• Source of

advantage

E C M


Era

Years

Typical thing

managed

Best known company

Content mgmt focus

Mainframe

1960-1975

A batch trans

IBM

Microfilm

Mini

1975-1992

A dept process

Digital Equipment

Image Mgmt

PC

1992-2001

A document

Microsoft

Document Mgmt

Internet

2001-2009

A web page

Google

Content Mgmt

Mobile, Social, Cloud, & Big

Data

2010-2015

An interaction

Facebook

Information

Systems of Engagement

Systems of Record


It’s all about Content

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


Improve Engagement - 1Role Before the empowered era New opportunitiesCEO Optimize customer sales and

expenses; manage top-down organizational structures

Encourage direct engagement with customers; promote cross-organizational collaboration

Communications Use email, Web, print and social channels for outbound communication

Use video and social channels to promote interactive communications

Customer service Serve customers at the lowest possible cost

Engage customer directly using social and mobile technologies

HR Use teacher-based classroom or online training

Harness video and social technology for peer-led learning and development

Marketing Treat customers as a target population to be reached and influenced

Harness empowered customers as a marketing channel that influences others

Sales Use traditional channels to speak directly with customers

Use mobile and social technologies to speak directly with customers

Source: Forrester


By how much do you think customer service levels and response times could be (or have been) improved if all of your customer-facing staff could immediately access and share all of the customer related and case-related information that you hold.

32.2% more responsive (average)

Improve Engagement - 2

AIIM survey sponsored by:


How much more productive do you think professional staff in your organization would be (or are) if they could find internal information and documents as quickly and as easily as they find information on the web?30.9% more productive (average)




Photo source: http://www.flickr.com/photos/globalx/4864001692/

How much would it improve (or have you improved) the efficiency of your office staff by giving them sufficient remote or mobile access to company information that they are able to efficiently work from home or on-the-road? 25.1% more efficient (average)




Information Management Compliance = legal requirements + industry standards + organisational policies and guidelines, and more... Finding and retrieving information on demand

Controlling access and confidentiality

Monitoring and reporting for enforcement

Comprehensive auditing

Secure retention and destruction

Source: Ovum

Ensure Compliance - 1


Ensure Compliance - 2

How much can/could you reduce legal costs, fines and damages if you applied best practice procedures to records management, security and e-Discovery?

25% reduced costs (average)



Automate Processes - 1

Source: Forrester


How much more productive do you think the administrative staff in your organization would be (or are) if their processes were work-flowed, using scanned forms and documents, with automated data capture?33.5% more productive (average)

Automate Processes - 2



Providing Anywhere, Anytime Access 67% of organizations consider mobile technologies to be

important or extremely important to improving their business processes (source: AIIM)

• 30% of young professionals feel that the ability to work remotely with a flexible schedule is a "right.” (Source: Cisco)

• 45% of young professionals would accept a lower paying job with more flexibility rather than a higher-paying job with less (Source: Cisco)

• We check our cell phone every six and half minute (Source: Tomi Ahonen)

• 28% of cell owners used their phone while inside a store to look up reviews of a product to help decide if they should purchase it or not (Source: Pew Internet)


While Reducing Costs

Subject to Legal Hold; 2%

Has Business Utility;

25%

Regula-tory

Record Keeping;

5%

Everything Else; 68%

AIIM found that organizations could achieve 41% reduction in disk store costs if there is only one stored copy of all documents and attachments. 50% could halve their data-centre costs.

Source: Compliance and Governance Oversight Council

68% of stored information is redundant, outdated, or trivial (ROT)


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. Most organizations still take an overly tactical view

toward content management2. They don’t prioritize effective planning from a strategic

standpoint on how to realize returns on the investment.Source: Doculabs


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


Get it Right with AIIM Training

AIIM – the leading training provider for information professionals 25,000+ course attendees Self-paced or live courses Courses can be customized

for your organization Pass the online exam to earn

the designation

AIIM Content Management Practitioner training course• 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


ECM PRACTITIONER COURSE

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• Understanding and choosing metrics• Return on investment• Total cost of ownership• Key performance indicators• How to

16 Analytics & Reporting• Business value of analytics and reporting• Reporting using content metadata• Content analytics• Semantic search• Linked data and entity extraction• Web analytics

23 Digital Preservation• Business value• Preservation vs. conservation• Storage and device considerations• Migrations and conversions • Preservation formats and standards• How to

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

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

ECM Practitioner – use content to improve collaboration, compliance, and process automation


Standards and best practicesThe 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


24-7 course access for 6 months

Unlimited access for 6 months

Downloadable resources, checklists, and templates

Online exam leading to an AIIM designation


Course feedback…

“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

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


Course feedback…

“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


Sign up now at www.aiim.org/training

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students Instructor is available for 6 months to answer questions and provide

guidance 1-day Practitioner sessions just for your organization for

$3,700 with max 20 attendees AIIM sends a certified trainer to your organization Attendees get 6 months access to online resources, handouts, and

exam Instructor is available for 6 months to answer questions and provide

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the documented benefits of content management

Documents

aiim survey

customer andstaff engagement

social technologyfor

social technologies

customersuse mobile

customer sales andexpenses

traditional channels

active community members