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Don’t Talk to Me About Content
Management
#AIIM2016 Stephen Ludlow
Senior Director, ECM Product Marketing28 April 2016
OpenText Confidential. ©2016 All Rights Reserved. 22
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 33
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 44
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 55
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 66
	
  
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 77
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 88
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 99
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	
  
“	
   “	
  
OpenText Confidential. ©2016 All Rights Reserved. 1010
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 1111
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 1212
10+	
  Years	
  
of	
  ECM	
  Fu>lity	
  
OpenText Confidential. ©2016 All Rights Reserved. 1313
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 1414
ME	
  
OpenText Confidential. ©2016 All Rights Reserved. 1515
It’s	
  Kme	
  to	
  
Re-­‐Think	
  ECM	
  
And	
  its	
  role	
  in	
  your	
  Digital	
  Transforma>on	
  
OpenText Confidential. ©2016 All Rights Reserved. 1616
•  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	
  
OpenText Confidential. ©2016 All Rights Reserved. 1717
Personal	
  ProducKvity	
  
I	
  just	
  want	
  access	
  to	
  my	
  files	
  
I	
  need	
  to	
  share	
  documents	
  
to	
  get	
  my	
  job	
  done	
  
OpenText Confidential. ©2016 All Rights Reserved. 1818
Personal	
  ProducKvity	
  
Enterprise	
  File	
  Sync	
  &	
  Share	
  
§ File access and management
§ Sharing and collaboration - inside and outside the
firewall
§ Access from any device
Embrace	
  
OpenText Confidential. ©2016 All Rights Reserved. 1919
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 2020
Never!
OpenText Confidential. ©2016 All Rights Reserved. 2121
IT	
  Opps	
  
Email	
  
Storage	
  
Network	
  
Desktop	
  
Who	
  will	
  deploy	
  EFSS?	
  
OpenText Confidential. ©2016 All Rights Reserved. 2222
§ Mobile	
  control	
  
§ Audit	
  
§ EncrypKon	
  
SECURITY	
  
§ User	
  
Management	
  	
  
§ AD	
  IntegraKon	
  
§ Usage	
  Reports	
  
MANAGEMENT	
  
§  Costs	
  Certainty	
  
§  StandardizaKon	
  
§  Vendor	
  
Stability	
  
TRUST	
  
Needs - IT Opps
OpenText Confidential. ©2016 All Rights Reserved. 2323
§ No	
  Training	
  
§ Parity	
  	
  
§ Instant	
  Roll-­‐Out	
  
SIMPLICITY	
  
§ Basic	
  RetenKon	
  
§ LiKgaKon	
  Holds	
  
§ Export	
  
GOVERNANCE	
  
§  ExisKng	
  ECM	
  
§  ProducKvity	
  
Apps	
  
EXTENSIONS	
  
Needs - ECM Practitioners
OpenText Confidential. ©2016 All Rights Reserved. 2424
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 2525
§ 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.	
  
	
  
OpenText Confidential. ©2016 All Rights Reserved. 27
Leverage	
  IntegraKon	
  for	
  Metadata	
  
Account	
  Workspace:	
  
An	
  account	
  workspace	
  	
  
is	
  auto-­‐created	
  for	
  the	
  
Salesforce	
  account.	
  	
  
	
  
Account	
  Details	
  are	
  	
  
synchronized	
  as	
  
metadata	
  
OpenText Confidential. ©2016 All Rights Reserved. 28
Leverage	
  Templates	
  for	
  Consistency	
  
Limited	
  
taxonomy	
  	
  
	
  
Role	
  based	
  
permissions	
  
	
  
Based	
  on	
  known	
  
business	
  process	
  
OpenText Confidential. ©2016 All Rights Reserved. 2929
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 30
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 31
Auto-­‐Classifica>on	
  
Requires	
  Process	
  and	
  Technology	
  
OpenText Confidential. ©2016 All Rights Reserved. 32
Leverage	
  Templates	
  for	
  ClassificaKon	
  
Apply	
  
ClassificaKon	
  
thorough	
  
inheritance	
  
	
  
Metadata	
  
integraKon	
  
updates	
  trigger	
  
events	
  
OpenText Confidential. ©2016 All Rights Reserved. 33
It’s	
  Kme	
  to	
  
Re-­‐Think	
  ECM	
  
And	
  how	
  we	
  implement	
  
OpenText Confidential. ©2016 All Rights Reserved. 34
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 35
Personal	
  Produc>vity	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 36
Personal	
  Produc>vity	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 37
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 38
Process	
  Produc>vity	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 39
Process	
  Produc>vity	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  	
  
OpenText Confidential. ©2016 All Rights Reserved. 40
Process	
  Produc>vity	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 41
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 42
Control	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
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	
  
OpenText Confidential. ©2016 All Rights Reserved. 43
Control	
  in	
  The	
  Digital	
  First	
  World	
  	
  
Present	
   Future	
  
Simple,	
  consistant	
  
retenKon	
  where	
  needed	
  
with	
  fine-­‐grained	
  RM	
  on	
  
the	
  most	
  criKcal	
  business	
  
records	
  
RM-­‐driven	
  retenKon	
  
applies	
  RM	
  rigour	
  on	
  all	
  
content	
  
OpenText Confidential. ©2016 All Rights Reserved. 4444
Ques>ons	
  
	
  
OpenText Confidential. ©2016 All Rights Reserved. 45
§ 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	
  
OpenText Confidential. ©2016 All Rights Reserved. 4646
Thank	
  You!	
  
	
  
Stephen	
  Ludlow	
  
@ludlow_at_work	
  

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[AIIM16] Don’t Talk to Me about Content Management

  • 1. Don’t Talk to Me About Content Management #AIIM2016 Stephen Ludlow Senior Director, ECM Product Marketing28 April 2016
  • 2. OpenText Confidential. ©2016 All Rights Reserved. 22 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   “   “  
  • 3. OpenText Confidential. ©2016 All Rights Reserved. 33 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   “   “  
  • 4. OpenText Confidential. ©2016 All Rights Reserved. 44 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   “   “  
  • 5. OpenText Confidential. ©2016 All Rights Reserved. 55 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   “   “  
  • 6. OpenText Confidential. ©2016 All Rights Reserved. 66   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   “   “  
  • 7. OpenText Confidential. ©2016 All Rights Reserved. 77 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   “   “  
  • 8. OpenText Confidential. ©2016 All Rights Reserved. 88 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   “   “  
  • 9. OpenText Confidential. ©2016 All Rights Reserved. 99 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   “   “  
  • 10. OpenText Confidential. ©2016 All Rights Reserved. 1010 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  
  • 11. OpenText Confidential. ©2016 All Rights Reserved. 1111 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  
  • 12. OpenText Confidential. ©2016 All Rights Reserved. 1212 10+  Years   of  ECM  Fu>lity  
  • 13. OpenText Confidential. ©2016 All Rights Reserved. 1313 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  
  • 14. OpenText Confidential. ©2016 All Rights Reserved. 1414 ME  
  • 15. OpenText Confidential. ©2016 All Rights Reserved. 1515 It’s  Kme  to   Re-­‐Think  ECM   And  its  role  in  your  Digital  Transforma>on  
  • 16. OpenText Confidential. ©2016 All Rights Reserved. 1616 •  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  
  • 17. OpenText Confidential. ©2016 All Rights Reserved. 1717 Personal  ProducKvity   I  just  want  access  to  my  files   I  need  to  share  documents   to  get  my  job  done  
  • 18. OpenText Confidential. ©2016 All Rights Reserved. 1818 Personal  ProducKvity   Enterprise  File  Sync  &  Share   § File access and management § Sharing and collaboration - inside and outside the firewall § Access from any device Embrace  
  • 19. OpenText Confidential. ©2016 All Rights Reserved. 1919 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  
  • 20. OpenText Confidential. ©2016 All Rights Reserved. 2020 Never!
  • 21. OpenText Confidential. ©2016 All Rights Reserved. 2121 IT  Opps   Email   Storage   Network   Desktop   Who  will  deploy  EFSS?  
  • 22. OpenText Confidential. ©2016 All Rights Reserved. 2222 § Mobile  control   § Audit   § EncrypKon   SECURITY   § User   Management     § AD  IntegraKon   § Usage  Reports   MANAGEMENT   §  Costs  Certainty   §  StandardizaKon   §  Vendor   Stability   TRUST   Needs - IT Opps
  • 23. OpenText Confidential. ©2016 All Rights Reserved. 2323 § No  Training   § Parity     § Instant  Roll-­‐Out   SIMPLICITY   § Basic  RetenKon   § LiKgaKon  Holds   § Export   GOVERNANCE   §  ExisKng  ECM   §  ProducKvity   Apps   EXTENSIONS   Needs - ECM Practitioners
  • 24. OpenText Confidential. ©2016 All Rights Reserved. 2424 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  
  • 25. OpenText Confidential. ©2016 All Rights Reserved. 2525 § 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  
  • 26. 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.    
  • 27. OpenText Confidential. ©2016 All Rights Reserved. 27 Leverage  IntegraKon  for  Metadata   Account  Workspace:   An  account  workspace     is  auto-­‐created  for  the   Salesforce  account.       Account  Details  are     synchronized  as   metadata  
  • 28. OpenText Confidential. ©2016 All Rights Reserved. 28 Leverage  Templates  for  Consistency   Limited   taxonomy       Role  based   permissions     Based  on  known   business  process  
  • 29. OpenText Confidential. ©2016 All Rights Reserved. 2929 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  
  • 30. OpenText Confidential. ©2016 All Rights Reserved. 30 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  
  • 31. OpenText Confidential. ©2016 All Rights Reserved. 31 Auto-­‐Classifica>on   Requires  Process  and  Technology  
  • 32. OpenText Confidential. ©2016 All Rights Reserved. 32 Leverage  Templates  for  ClassificaKon   Apply   ClassificaKon   thorough   inheritance     Metadata   integraKon   updates  trigger   events  
  • 33. OpenText Confidential. ©2016 All Rights Reserved. 33 It’s  Kme  to   Re-­‐Think  ECM   And  how  we  implement  
  • 34. OpenText Confidential. ©2016 All Rights Reserved. 34 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  
  • 35. OpenText Confidential. ©2016 All Rights Reserved. 35 Personal  Produc>vity  in  The  Digital  First  World     Present   Future   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  
  • 36. OpenText Confidential. ©2016 All Rights Reserved. 36 Personal  Produc>vity  in  The  Digital  First  World     Present   Future   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  
  • 37. OpenText Confidential. ©2016 All Rights Reserved. 37 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  
  • 38. OpenText Confidential. ©2016 All Rights Reserved. 38 Process  Produc>vity  in  The  Digital  First  World     Present   Future   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  
  • 39. OpenText Confidential. ©2016 All Rights Reserved. 39 Process  Produc>vity  in  The  Digital  First  World     Present   Future   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    
  • 40. OpenText Confidential. ©2016 All Rights Reserved. 40 Process  Produc>vity  in  The  Digital  First  World     Present   Future   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  
  • 41. OpenText Confidential. ©2016 All Rights Reserved. 41 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  
  • 42. OpenText Confidential. ©2016 All Rights Reserved. 42 Control  in  The  Digital  First  World     Present   Future   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  
  • 43. OpenText Confidential. ©2016 All Rights Reserved. 43 Control  in  The  Digital  First  World     Present   Future   Simple,  consistant   retenKon  where  needed   with  fine-­‐grained  RM  on   the  most  criKcal  business   records   RM-­‐driven  retenKon   applies  RM  rigour  on  all   content  
  • 44. OpenText Confidential. ©2016 All Rights Reserved. 4444 Ques>ons    
  • 45. OpenText Confidential. ©2016 All Rights Reserved. 45 § 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  
  • 46. OpenText Confidential. ©2016 All Rights Reserved. 4646 Thank  You!     Stephen  Ludlow   @ludlow_at_work