Support of knowledge worker business processes through the provisioning of appropriate content management and social technologies

Editor's Notes

• #3: Introduction to selfInternal EA role, not Sales – especially concerned with Content and Content-centric Collaboration and Social
• #4: The latest Gartner MQ for ECM – OpenText is a leader in the company of much larger organizations. The size of a company is a factor in Gartners’ ability to execute dimension. OpenText is by far the largest independent vendor fully focused on ECM.Note: the Gartner MQ is not a measure of product quality but a combination of the completeness of vision and ability to execute.
• #5: A well know EA and BPA tool set
• #6: Open Text acquired Metastorm recently. Looking to apply EA and BPA approaches to map and understand the value of content-centric and unstructured processes
• #7: Enterprise Content Management (ECM) is especially concerned with People – Process – Content. From a classic EA/IA perspective Content is a form of Data, but Rules are especially critical in some business applications of ECM.
• #10: This applies to Content and to modes of Collaboration, especially as the range of Collaboration modes is exploding through Social Media
• #11: ECM (Enterprise Content Management) systems have evolved to take control of more and more of the unstructured content within the enterprise – scanned documents, physical & electronic records, faxes, emails, web pages, messages, images, etc. Some systems are installed as a single enterprise-wide repository; others take a more evolutionary approach, linking existing document and content repositories through information-access portals. Key drivers for the adoption of ECM are: productivity in document-centric processes, improved knowledge-sharing, coordinated customer service, reduced compliance risk and unified legal discovery.Meanwhile, ERP (Enterprise Resource Planning) systems have taken control of the structured data content within the enterprise, from finance to service, from CRM to HR. However, within each of the application processes in ERP, there are often textual documents supporting the purely transactional data. Product data sheets, customer correspondence, quality reports, contract proposals, asset drawings and appraisement reports are important parts of their related business processes. Indeed, some paper items such as invoices, remittance notes, delivery notes and claim forms are integral to otherwise heavily transactional processes. In a recent survey conducted by the AIIM organization, a non-profit association that provides research, education, analysis, and best practices to help organizations better find, control and optimize information, to explore the business drivers, the issues faced and the returns being achieved. As we can see here, the most valued links are those involving transaction workflows, with the resultant improvements in productivity. Interestingly, improved customer service and knowledge sharing are rated more highly than consistency of compliance. We also see that the longer-term strategic vision of a joint infrastructure between structured and unstructured data has yet to resonate with users – at least at the practitioner level.
• #13: There are various perspectives on what defines Knowledge in the context of society
• #14: Creativity and value creation typically result from and a range of interactions and are conveyed and expressed in forms of rich content
• #15: Early attempts at knowledge management (especially in the 1990’s) attempted to capture Explicit knowledge into repositories, with some provision for Collaboration to exchange knowledge. New Social tools have the potential to better enable the exchange of Tacit knowledge. Organizations are struggling to understand Social Media against a backdrop of consumer web experience
• #18: The battle between ‘classic’ Content Search as championed by Google and Social Networking as championed by Facebook has taken a dramatic turn – it has much to teach Enterprises wed to Repositories and Databases
• #20: Of the Primary Barriers, seen in at least 50% or organizations surveyed in this September 2010 McKinsey study, #2 Technical Tools are probably closest to being addressed – at least interms of avaialabilty, if not appreciation of how best to use. The other represent major barriers.Talk about sociology, normal behaviour, biological bandwidth issues
• #21: Another McKinsey piece, from February 2010 , by Davenport, proposed that there be a better understanding of when structure can be applied. The traditional approach to KM has advanced Free-Access as the best model.
• #22: These models of Knowledge management are compared...
• #23: Compare
• #24: Either may be preferred in different situations based on a classic 2x2 of Work Complexity vs. Level of Interdependence
• #25: When this article was posted, there was a lot ‘push-back’ from commentators
• #26: If we consider another dimension, namely the degree to which the task is undertaken by a computer, it is clear that over time the most Routine Individual tasks will no longer require humans, and that computer-systems will increasingly facilitate and then support business processes.These trends mean that increasingly the remaining jobs require ‘knowledge work’
• #27: Statistic and comment from the September 2010 McKinsey article mentioned earlier
• #28: Changing roles require different skills... DiscussECM systems will therefore become more important to organizations – so where is ECM at present? ECM review...
• #31: A traditional driver for ECM…
• #32: And the other…
• #33: There are competing challenges of bringing the best in productivity and value to your end users while balancing this with the need to consistently apply corporate governance guidelines.
• #34: As a whole ECM application are still maturing, although some aspects are quite mature
• #35: Modern ECM Suites encompass a range of previously disparate technologies
• #36: The relevance of ECM to organizations has often been expressed in the same terms as other information system, but ‘calling out’ Content
• #37: In reality each of these cover a wide spectrum, much of which is the province of other business support tools like ERP and CRM, but ECM tends to emphasise the ‘unstructured’.
• #38: Often ECM is much more critical during the management of exceptions to structured processes.
• #40: Here is a clear example of a major exception in Unscheduled Plant Maintenance. Much of the process is recorded and supported by Content –emails, photogrpahs, reports, manuals, etc.
• #42: An integrated dashboard ties together the ERP management of the process with the diverse range of Content generated during the Event
• #43: ECM systems have traditionally been effective at supporting informal processes by providing a range of Collaborative tools such as Task Lists and Discussion Groups
• #44: But not all task require group collaboration
• #46: Review the prior slide in the EA/IA representation
• #51: Let’s look again at Plant Maintenance – in this case Enterprise Asset Mgmt (in SAP Plant Maintenance). Here looking at routine Plant Shutdown
• #56: Public social media such ass Facebook or Twitter are clearly winning the battle for people’s attention today. Yet many organizations fear the perils of social media, particularly around security, legal risks, and compliance. In fact, about 50% of our customers are still blocking the access to public social media from their networks. That said, these customers know that this is a futile resistance as employees simply use their personal mobile devices and circumvent the IT blockade.Most organizations want to leverage the power and productivity of the social media tools but in a secure, compliant, and risk-managed environment.
• #58: Users are often far more involved than the classic 90:9:1 rule would suggest
• #59: Most discussions of Social Networking have focused on the B2C – i.e. Persuasive ECM. But there are many other possibilitiesContentmonetization is and emerging theme of special interest to CMOs. Help the organization to differentiate its offerings. Need to foster collaboration across the different departments Make communication more effective by reaching the right audience with the targeted message at the lowest possible cost Enhance customer experience to enhance customer service, increase customer satisfaction, and entice customers to consider additional offerings Engage with customers and employees in a better, productive dialog Improve the company’s perception in the marketplace
• #61: A set of offerings based on the Systems of Record (e.g. Archiving, Records management, Document Management = CLM) which provide the secure, compliant and risk-mitigating infrastructure. On top of that, a set of Systems of Engagement (based on WCM, Social Media, DAM) which allow LOBs get their jobs done without compromising the organization’s security, compliance and risk mitigation needs.
• #65: Extending the twitter paradigm to Content and ContextTalk about internal experience with Pulse