[aiim16] don’t talk to me about content management

Don’t Talk to Me About Content Management #AIIM2016 Stephen Ludlow

Senior Director, ECM Product Marketing 28 April 2016

OpenText Confidential. ©2016 All Rights Reserved. 2 2

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

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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

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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

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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

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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

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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

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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

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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

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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


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


10+ Years of ECM Fu>lity

OpenText Confidential. ©2016 All Rights Reserved. 13 13 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


ME


It’s Kme to Re-‐Think ECM

And its role in your Digital Transforma>on


•  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


Personal ProducKvity

I just want access to my files

I need to share documents to get my job done


Personal ProducKvity

Enterprise File Sync & Share § File access and management

§ Sharing and collaboration - inside and outside the firewall

§ Access from any device

Embrace


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


Never!


IT Opps Email

Storage Network

Desktop

Who will deploy EFSS?


§ Mobile control § Audit § EncrypKon

SECURITY

§ User Management

§ AD IntegraKon § Usage Reports

MANAGEMENT

§  Costs Certainty §  StandardizaKon §  Vendor Stability

TRUST

Needs - IT Opps


§ No Training § Parity § Instant Roll-‐Out

SIMPLICITY

§ Basic RetenKon § LiKgaKon Holds § Export

GOVERNANCE

§  ExisKng ECM §  ProducKvity Apps

EXTENSIONS

Needs - ECM Practitioners


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


§ 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

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.


Leverage IntegraKon for Metadata Account Workspace:

An account workspace is auto-‐created for the Salesforce account. Account Details are synchronized as metadata


Leverage Templates for Consistency

Limited taxonomy Role based permissions Based on known business process


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


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


Auto-‐Classifica>on Requires Process and Technology


Leverage Templates for ClassificaKon

Apply ClassificaKon thorough inheritance Metadata integraKon updates trigger events


It’s Kme to Re-‐Think ECM

And how we implement


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



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



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


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



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



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



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


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



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



Simple, consistant retenKon where needed with fine-‐grained RM on the most criKcal business records

RM-‐driven retenKon applies RM rigour on all content


Ques>ons


§ 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


Thank You! Stephen Ludlow @ludlow_at_work