What is Enterprise Content Management?

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8 Δεκ 2013 (πριν από 3 χρόνια και 6 μήνες)

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ECM Certificate Program

What is Enterprise

Content Management?



Atle Skjekkeland

Vice President, AIIM

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AIIM Training Programs

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Today…


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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

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ECM is not a single system


ECM usually is a group of aligned systems


ECM is about ‘unstructured’ information


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

What ECM covers

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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

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Why do end users care about ECM?

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ECM Concepts

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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

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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

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2. Capture


Capture
-

getting information from source into ECM system

ECM system

Capture

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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

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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


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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

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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








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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

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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.

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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

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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

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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




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8. Metadata


Example of metadata in MS Office 2007


New “Document Information Panel” can be customized
by document type and brought front and center.


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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

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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

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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)

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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)

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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

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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

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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

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9. Classification
-

examples

Dewey Decimal
System

Personal
Classification

Faceted
Classification

C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
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9. Classification
-

benefits

1.
Providing linkages between individual records which
accumulate to provide a continuous record of activity

2.
Ensuring records are named in a consistent manner over time

3.
Assisting in the retrieval of all records relating to a
particular function or activity

4.
Determining security protection and access appropriate for
sets of records

5.
Allocating user permissions for access to, or action on,
particular groups of records

6.
Distributing responsibility for management of particular sets
of records

7.
Distributing records for action

8.
Determining appropriate retention periods and disposition
actions for records

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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


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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

C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
Short
-
form name

FIPS Code

American Samoa

AQ

Akrotiri Sovereign Base Area

AX

Anguilla

AV

Antarctica

AY

Aruba

AA

Ashmore and Cartier Islands

AT

Baker Island

FQ

Bermuda

BD

Bouvet Island

BV

British Indian

Ocean Territory

IO

Cayman Islands

CJ

Christmas Island

KT

Clipperton Island

IP

Cocos

(Keeling) Islands

CK


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9. Classification
-

taxonomies

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Capturing all the uses of
ice cream…


A complete ontology
would account for more
relationships and
properties.

Source: Roz
Chast
, The New Yorker

9. Classification
-

ontology

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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

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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




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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


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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

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10. Search & Retrieval

-

Search

Source: CMS Watch

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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

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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.

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11. Security & Access Control


Identification


Authentication


Authorization


Encryption


Digital signatures


Audit trail


Key components of access control:

Mechanisms that help implement access control:

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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:

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11. Security & Access Control

-

Digital Rights Management

Digital Rights Management


Encryption


Copy management


Digital signatures and public key infrastructure (PKI)


Electronic Watermarks

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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




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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

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12. Integration
-

SOA

Intranet

Extranet

B2B

PDA

Office
software

Internet

3g phone

Service

delivery

channels

Accounting
system

Business
application

Business
intelligence
system

E
-
mail
system

Back office

IT services

Contact
mgmt

EDMS,
ERMS

Workflow
mgmt

Web application

XML

Rendition

Encapsulation

XML

XML

Cross
-
system
business logic

XML

XML

XML

XML

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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

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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?

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ECM

Strategy

ECM

Concepts

AIIM ECM Certificate Program

ECM

Process

ECM

Case

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AIIM


Questions?



Atle Skjekkeland, Vice President AIIM


Email:
askjekkeland@aiim.org


Web:
www.aiim.org/training


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