What is a ECM by Atle Skjekkeland (AIIM)

ECM Certificate ECM Certificate ProgramProgram

ECM Certificate ECM Certificate ProgramProgramWhat is Enterprise

Content Management?

Atle SkjekkelandVice 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 DELIVERCAPTURE 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.C

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ECM Concepts

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2. Capture

1. What is ECM?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.C

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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 &SimulationServices

Monitoring Services

ProcessRegistry

Orchestration(Workflow)Engine

RulesEngine

IntegrationServices

Content / DataRepositories

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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

CC

CC CC CC

CC CC CC CCCC CC CC CCCC CC

CC CC CC CC

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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 action8. 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

CC

CC CC CC

CC CC CC CCCC CC CC CCCC CC

CC CC CC CC

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 ManagementDigital 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

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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.C

lassifi

cati

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ECM Concepts

© AIIM

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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ECMECMStrategyStrategy

ECMECMConceptsConcepts

AIIM ECM Certificate Program

ECMECMProcessProcess

ECMECMCaseCase

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Questions?

• Atle Skjekkeland, Vice President AIIM

• Email: askjekkeland@aiim.org• Web: www.aiim.org/training

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