‘Enterprise 2.0’ - enabling the ultimate customer experience with web 2.0 content management

© 2007 Jadu Limited. All rights reserved. This document is for informational purposes only. Jadu makes no warranties, express or implied, in this document. Jadu and Jadu Galaxies are registered trademarks of Jadu Limited

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‘Enterprise 2.0’ - enabling the ultimate customer experience with web 2.0 content management January 2007 White paper by Jadu


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Contents 1. Content management enabling the customer experience

1.1 The challenge of differentiation ......................................................... 3 1.2 What is Enterprise Content Management?........................................... 4 1.3 Enterprise 2.0 and the ultimate customer experience ........................... 5

2. Enterprise Content Management – Strategy alternatives .................. 5

2.1 ECM - The focus shifts from operational savings to customer experience 5 2.2 A strategy for ECM .......................................................................... 6 2.3 ECM Implementation approaches....................................................... 8

3. ‘One view of the customer, one view of the organisation’ - Jadu’s ECM strategy ............................................................................. 8

3.1 Jadu’s Mission ................................................................................. 8 3.2 A one stop shop for ECM................................................................... 9

3.3 Implementation - best of breed integration versus integrated platform 4. Delivering a better customer experience ........................................... 11

4.1 Delivering the ‘joined up organisation’ in the public sector – an integration approach................................................................11 4.2 Simplifying Web CMS delivery for a ‘quantum leap’ in the customer experience ............................................................................................14

5. Conclusion 6. About Jadu ........................................................................................ 16

Introduction:

To deliver the ‘ultimate customer experience’, companies need ‘one view’ of the customer and customers need ‘one view’ of the organisation. To achieve this, customers require a seamless and relevant experience at every touch-point (web, call centre, print) during every interaction. This creates a considerable challenge in a world that sees business and government being increasingly dispersed across multiple sites. A change in mindset, technology and approach is needed to effectively manage enterprise content in this environment. The emergence of Enterprise 2.0 thinking sees content and knowledge becoming the primary differentiators of the future, supported by Web 2.0 philosophies and tools. It also heralds an evolution in the way enterprises organise, publish and discover information and enables the ‘unlocking’ of knowledge and content most valuable to an organisation – that is held in people minds. This can provide a new source of differentiation and generate a significant increase in competitiveness and return on investment. Jadu’s Enterprise Content Management (ECM) strategy can support organisations in delivering the evolution occurring in enterprise content management and capitalising on the sources of differentiation it provides. Based on Enterprise 2.0 thinking and Web 2.0 technologies, it delivers an effective means of accessing


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and managing existing content across multiple touch points, within and between organisations. Enterprise 2.0 is as much about an integrated approach to people as it is to the integration of back-office systems that enables the ‘ultimate customer experience’ for each and every interaction. The nirvana of ECM is essentially to organise information across the enterprise - to bring order to the chaos of distributed content, documents, data and knowledge. Implementation of a sensible content management strategy need not mean total upheaval and re-skilling. Rather, a phased approach can generate better adoption, better integration and a much greater degree of customer service. The only dependency then, is governance and the right technology to enable, empower and inform people.

Enabling the ultimate customer experience 1.1 The challenge of differentiation ‘Customer satisfaction is no longer good enough to survive in today’s competitive marketplace. What is needed is customer delight’ - Tom Peters Delivering the ultimate customer experience is increasingly seen as the source of differentiation in the commercial and public sectors. Increasingly demanding customers expect personalised service in all aspects of their business and personal lives, with technology being both the driving force and the enabler of the ‘anytime, anywhere’ culture. To deliver the ultimate customer experience, an enterprise wide view of content is required – understanding, publishing and discovering information about customers, services and complex transactions. Whilst the commercial sector has to date, led the way with enterprise content management, government is now adopting the same approach to tackle a potentially larger problem. Government is increasingly responsible for collecting and making available, a large volume of information to satisfy customer requests and regulator requirements. The introduction of the ‘Freedom of information Act’ has been a driving force for this change and sees an obligation for Government to serve a number of different parties including citizens, constituents and their organisational and financial considerations. Ultimately enterprise content management may become a matter of legislation and compliance if Europe and the Rest of the World follow the same route as the US, where the Sarbanes-Oxley Act holds executives increasingly personally responsible for the accuracy of critical information. Even now in the UK, demands for access to information in the public domain though the Freedom of Information Act, mean that Local Authorities and Central Government departments are implementing systems to enable faster and more efficient information


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management and retrieval. A long-term strategy to manage enterprise content is therefore critical. As organisations strive to meet expectations and deliver an increasingly sophisticated ‘experience’, the management of information across the enterprise has become more complex due to two main factors - an explosion of unstructured data and increased user control of information creation and management.

Overload of unstructured data - There has been an explosion of unstructured data and according to Accenture, 80% of an organisation’s data is now unstructured (documents, images, email web content, audio and video) (3). This figure is doubling every two years, presenting a major issue for organisations seeking to gain ‘ customer insight’ and deliver a memorable customer experience. Difficulty in finding ‘deep’ information due to the amount held, has also resulted in a spiraling cost of information management.

Increased user control - Users are increasingly aware of the potential of information. They are more intuitive and are taking increased control of their information creation and publishing. Although dependence on IT departments to manage organisational information has been reduced, which should provide some cost savings, the multiple sources of similar and often duplicate information, makes it more difficult to obtain a ‘single view’ of the customer. A product development manager needs to quickly find all customer service escalations corresponding to the last product release.

1.2 What is Enterprise Content Management? Increasingly, competitive pressures are forcing organisations to seek differentiation through better customer service, whether this is driven by a public sector or commercial agenda. This requires effective management of information across the enterprise to provide more of an intelligent, informed and rapid response. To deliver this, an increasing number of companies are developing Enterprise Content Management (ECM) strategies and systems. What is Enterprise Content Management?

‘Enterprise Content Management (ECM) - the technologies, tools, and methods used to CAPTURE, MANAGE, STORE, PRESERVE, and DELIVER information, content, and documents related to organizational processes. ECM enables four key business drivers: Continuity, Collaboration, Compliance, and Costs’. (AIIM)

ECM encompasses a broad range of technologies and requirements and has evolved from vendors selling standalone content management solutions, to those supporting enterprise wide content. This paper focuses on how to develop an ECM strategy and implement it to provide an organisation with one view of


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customer, employee and market on a repeatable basis. It also examines the role of Web 2.0 and Enterprise 2.0 as enablers of the evolution that is occurring in enterprise content management. 1.3 Enterprise 2.0 and the ultimate customer experience With the advent of Web 2.0 and Enterprise 2.0 social computing technologies, customers (internal and external) are expecting to be given greater control over content and the way in which they interact with both their own personal content and content published by service driven organisations. Whilst definitions of Web 2.0 and Enterprise 2.0 vary, they are phrases that are gaining acceptance as describing the new organisational development (evolution) and delivery models that are becoming possible due to the advent of social computing technologies. These models and technologies are enabling Enterprise Content Management to become a reality, providing the ‘ultimate customer experience’ through: greater user control and ownership of information; self-service; increased opportunity for collaboration; added value and innovation. Managing information structure suddenly becomes non-technical, for example, with taxonomy structures being replaced by tagging and search.

2. Enterprise Content Management – Strategy alternatives 2.1 ECM - The focus shifts from operational savings to customer experience Effective management of organisational information enables increased efficiencies in a wide range of areas including: creating and finding content, report submission and workflow. A robust ECM strategy supports the delivery of these benefits and can deliver major operational savings. Accenture reports that the typical ROI improvement for corporate clients is $6million a year3. In separate research, AIIM found that 70% of surveyed business leaders believed ECM implementations met or exceeded expectations4. Whilst the initial focus for ECM has been on generation of operational savings, according to industry analysts IDC, the next focus is on delivering the ‘ultimate customer experience’. This is not just dependent on a single interaction but on multiple touch-points across time with an organisation.

‘If the focus over the last five years has been on cost cutting, the focus over the next five will be on customer service and enhancing customer experience. Growth in technology will increase customer demands and


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those organisations that are unable to meet those demands will lose out. Enterprise content management systems can help organisations maximise their customer experience by consolidating various customer touch points and improving internal process efficiencies’ - IDC, 20066

2.2 A strategy for ECM In developing an ECM strategy and plan, two critical areas need to be considered: lifecycle stage and information use and type. (a) Lifecycle - What stage in the information management lifecycle is being supported? The enterprise content management lifecycle describes the various stages in the life of content from creation / capture, management, sharing and publication to archival and disposal of information (Fig 1) with each stage having a different set of requirements. All organisations have unique profiles and requirements – making generic ‘out-of-the-box’ solutions impossible to fit into the business need. Heavy customisationtherefore, eventually leads to complex implementation and expensive and resource intensive support. Adopting a more holistic approach however, enables a greater degree of flexibility. A CMS platform that uses an open and interoperable structure is essential for enabling integration. This enables integration with other key back office systems, document management systems and customer relationship management systems. Unlocking (or web enabling) this content facilitates web based search and indexing (for content discovery) and object based content re-use for publishing.


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Fig 1. The Jadu ECM Lifecycle The CM Lifecycle – centered around content and information, with enterprise search crowning repositories including online content, network directories and databases. (b) Information use and type - What is the type of information being managed and how is it being used? The second factor likely to determine the starting point for solution selection is information use. Organisations need to classify their information content in three areas – transactional, business and persuasive with the latter being particularly important in managing the customer experience. Transactional – created outside of the enterprise such as invoices, loans,

claims and tax returns that drive back office processes such as scanned images, faxes, forms and electronic records.

Business - created within the enterprise such as business plans, sales

proposals, technical documentation, employee training that is used in processes such as new product development and other collaborative processes

Persuasive – content that is externally facing that influences customer

behaviour such as web content, product catalogues, collateral video and rich media. Typical examples could include – customer self services sites, multi channels marketing and in-store kiosks.

In deciding on a strategy and subsequently a solution for ECM, all of the above factors need to be considered.


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2.3 ECM Implementation approaches Organisations faced with the need to provide a consistent, reliable and knowledgeable interaction with their customers are discovering that the starting point for ECM can vary significantly due to the evolving nature of the market. However, two main strategic approaches are being taken to solutions implementation. Integration - The adoption of a single ‘platform’ solution driven by content

type, which is subsequently integrated with in-house systems or other ‘best of breed solutions’. This approach enables an organisation to capitalise on the strengths of different providers rather than looking to one platform to manage all unstructured information.

Full ECM Suite - the acquisition of full ECM suites from a single vendor. Whilst

the ECM market is developing, this route provides an efficient way forward. However, a number of industry analysts question the breadth and capabilities of any one platform to fulfil an organisation’s enterprise wide needs. Many vendors are attempting to cover different aspects of the market by acquisition and this is leading to a number of internal integration issues that need to be resolved before customer requirements can be met.

Although the market may change in the future, current advice from leading industry analysts is to adopt a ‘content use’ driven approach to strategy development and the subsequent selection of ECM partners.

3. ‘One view of the customer, one view of the organisation’ - Jadu’s ECM strategy

3.1 Jadu’s Mission ‘Jadu’s mission is to provide the tools to organise information across the enterprise and make content accessible to both humans and machines’ ‘One view of the customer, one view of the organisation’ is the vision that many organisations are striving to achieve. Jadu, a UK software and services vendor, is rapidly becoming a leading provider in the global ECM market by enabling organisations in the commercial and government sector to deliver this vision. Jadu’s approach is based on a ‘persuasive’ content driven ECM strategy that is built around the concept of ‘one interface to content’, supported by powerful and personalised (authenticated) enterprise search capabilities. Jadu’s vision for its customers is to:


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Enable the organisation of information across the entire organisation to provide ‘one view of the customer, one view of the organisation’.

Generate added value through managing content, product and customer data Enable employees to pro-actively build corporate knowledge about the

organisation, products and services and enable them to access that information instantly

Improve the customer experience by proving greater autonomy to publish, enhance, update and search content

Deliver the joined up organisation through integration Jadu’s vision sees publishing of information in all formats, across all channels for use internally and externally with integration of organisational information to other data repositories. The outcome for customer and employee is one search, one view of content and knowledge with one place to publish. It also means that each customer has ‘one view’ of the organisation and that each organisation has ‘one view’ of its customer.

3.2 A one stop shop for ECM Jadu’s ECM development strategy is based on a philosophy of providing useful, non-technical tools encompassing a comprehensive range of modern technologies. These includedistributed (or devolved) user-led CMS, blogging, multimedia publishing, video-casting and pod-casting and Intranet systems to manage, search and discover internal content, files and documents and encourage user driven content, knowledge and data. All ‘Enterprise 2.0’ technologies are delivered across an integrated platform (Figure 2) to deliver a ‘one stop’ solution for ECM, covering the following supporting technologies: Web Content Management (WCM) facilitating the management of content to

be accessed via the Internet. WCM supports creation, review and approval of content published over the web and would include areas such as corporate websites, commerce stores, Intranet, Extranet, departmental or divisional web sites, collaborative project management sites, wiki’s, forums and blogs.

Electronic Document Records Management Systems (EDRMS): supports

processes involved in managing electronic documents. It also enables records management, enabling organisations to manage controlled access to documents and their disposal. EDRMS supports areas such as back office systems, databases, file stores, storage area networks and Windows Network Shares.

Workflow management - workflow is managed and is integrated with existing

business systems such as Enterprise Resource Planning (ERP) including product databases, catalogues and supply chain systems. It also supports areas such as Customer Relationship Management (CRM) and Knowledge management (KM)


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in areas such as customer data systems, accounting systems, knowledge bases and geo-spatial systems. Jadus own Workflow 2.0 system (built into the Jadu CMS) enables distributed (or devolved) publishing and management. Third party workflow systems can also be integrated to accommodate corporate systems.

Collaboration - providing the tools to enable internal or external users to

manage content collaboratively even if geographically dispersed. Users can be managed in groups , departments and individuals – who can collaborate on documents and be given configurable workflow processes.

Enterprise search (over documents and repositories) - All information can

be accessed through one interface and can be searched by a powerful Enterprise Search Engine* See Figure 2 below.

*Jadu Rupa for Google Enterprise Search. Jadu is the first company in the UK to provide the Google Search Appliance (GSA) as an option with all its applications and has developed software that will enable enterprises to implement and integrate the GSA with corporate authentication systems such as LDAP and Active Directory. The result is ‘Jadu Rupa’, a cross platform internal search and discovery system powered by the GSA that is intelligent enough to know what results you should see and index documents, content and data across the enterprise.

3.3 Implementation: best of breed integration versus integrated platform Jadu’s ECM strategy is driven by the market demand for solutions that enable ‘an excellent customer experience’. A totally integrated ECM solution is delivered by facilitating integration of Jadu ‘best of breed’ services and products, with a customer’s in-house systems.


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Fig 2. Organising the enterprise: Jadu’s strategy for information management within any organisation to deliver a single access point for information, data and customers through both integration and development of content management applications, document and records management, email management systems and other content and data repositories.

4. Delivering a better customer experience 4.1 Delivering the ‘joined up organisation’ in the public sector – an integration approach Kettering Borough Council (KBC) has responded to demands for a better customer service by developing an ECM strategy to enable a joined up organisation. This programme for change, known as the ‘The Next Steps Roadmap’, had two primary objectives. To provide: One view of the customer so that all staff had access to the same customer

information irrespective of department One view of the organisation – so that customers have a seamless, consistent

and accurate view of information and services from the council. KBC implemented ECM on a phased basis starting in 2004, with web content management system, selecting Jadu CMS, a non-technical publishing solution for Intranet, Internet and Extranet applications. As customers realised the large volume of information that was now available to them, the impact on KBC was immediate. Escalating service expectation rapidly drove the need for a scalable search engine, which was met by Jadu’s Google


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Enterprise Search offering. This enabled indexing of web content across Intranet and Internet, allowing users to find ‘deep information’. KBC selected this product to meet the need for a single point interface between user and information, enabling users to look inside network directories and access ‘deep information’ through the indexing of web content across Intranet and Internet. Kettering Borough Council is about to deliver a fully integrated ECM system. KBC has four main corporate web systems (Figure 3) - the Web Server; Financial Management (FMS)(which deals with council tax and partner fines); the Geo Spatial Systems (GIS) and the Document management (DIPs). All of these systems have been implemented across the whole web channel enabling users to access to all of these systems. Customers and employees can now gain permissions based access across any access channel to the main services of Housing, Environmental Services, Revenues and Benefits, Planning and Building Control and Environmental Health. The Jadu platform is integrated with KBC’s back office, CRM and workflow. The integration of the Jadu platform with KBC’s Oracle LG45 CRM system is particularly beneficial allowing: The council to have one view of the citizen and all their associated requests

through web enabled Jadu X Forms. Rapid response to any Freedom of Information request (which requires a 28 day

response) as ‘deep information’ can be rapidly pulled together as the ECM strategy generates access straight to source information providing an end-to-end solution.

An online environmental health service, which enables citizens to log environmental care and environmental health requests.

Following this deep integration with Oracle CRM, Kettering.gov.uk now offers its customers an Amazon.com-like experience with complete histories and fully transactional facilities for council services to make payments online. Jadu’s successful ‘My Account’ functionality(standard within all Jadu CMS products) enables customers to enjoy immediate reporting of service requests. Reporting environmental issues, for example is as simple as filling in an online form and receiving almost immediate feedback from the Council’s back office systems. The same is true for applying for jobs and planning applications – all of which are recorded on the ‘personal account page’.


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Fig. 3: Kettering Borough Council’s corporate information strategy centres around the customers access channels (left) and how customers provide the council with information. Jadu CMS powers content delivery as well as online forms that send service requests directly to the Oracle CRM system. Using a Google search, customer services teams can provide information to customers face-to-face instantly by searching across the Intranet, Web based service content and other repositories. CMS integration with the councils back office planning systems, for example, it enables customers and employees to search over 19 years of planning application information. Using the transactional modules for payments (Jadu ePay), customers can also look up bill references and balances and pay online. These transactions are passed directly to the bank and integrated with the councils Financial Management Systems so all information is up to date and consistent. KBC’s achievements were recently recognised by the Pendleton Assessment, commissioned by the Office of the Deputy Prime Minister (ODPM). This assessment scored KBC against 21 planning related criteria, which ranged from the ability to pay online, to access areas such as planning applications and public official meetings. KBC gained full marks in this assessment and as a result, were awarded a Planning Delivery Grant. KBC had used Jadu PlanX integrated with Jadu ePay to support its planning and payment services. This provided customers with a running history of transactions (payments, jobs, consultation comments) and full access to online planning services. KBC has now achieved full integration internally. Before KBC started its ECM initiative it had 19 years of data stored in databases covering areas such as back office, planning, revenue, planning applications at the outset. This is now available via the web and full integration has been achieved. Every document that has been published internally, by whatever channel, is now available (where permission is granted) via every access channel (face to face, telephone, email and web) externally and internally, contributing to over 40,000 pages of information now available on kettering.gov.uk.

Access Channels


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4.2 Simplifying Web CMS delivery for a ‘quantum leap’ in the customer experience Delivering content to customers for any organisation can be expensive and resource intensive. When the requirement is to deliver that content with accessibility and standards compliance, the task of delivering multiple web sites with complex workflow and administration set-up can add significant resource load as well as cause delay in reaching the customer. Messe Frankfurt, the world’s second largest global trade fair organiser, organises trade exhibitions and events around the world from its head office in Dubai. Providing a superior customer experience is a key differentiator but there is a considerable challenge in delivering this. Messe Frankfurt’s markets are diverse and cover a range of different countries, so each web site needs to reflect the different cultural approaches to search, and three different languages (English, Arabic and Farsi). Messe Frankfurt developed an ECM strategy to deliver a ‘joined up’ service to its distributed organisation. Jadu’s revolutionary enterprise content management platform, Jadu Galaxies, was selected because of its ability to enable development of multiple CMS systems and capacity for rapid updating of content across multiple distributed sites. The design and functionality of Jadu Galaxies, which is based on a Web 2.0 philosophy of enabling anyone to contribute to the creative process, also means that it delivers high user and customer engagement so that a high level of interaction occurs.

Fig 4: Model1 – the typical Jadu CMS devolved management structure. The standard model for a ‘devolved’ or ‘distributed’ content management system with workflow based publishing and content authors, publishers and developers contributing to a single content repository.


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Fig 4.1: Model2 – the addition of Jadu Galaxies to a CMS architecture enables a major re-distribution of multi-site management. Rather than a single CMS interface managing distributed and independently branded content, multiple CMS systems can be spawned, creating multiple instances of the CMS for each website. Each site then has its own team of contributors, publishers and developers. A single web administrator / team can then control a very large web infrastructure, without the need to invest in additional resources, people and infrastructure to manage the CMS. All content is stored in a single database and can therefore be easily repurposed, re-displayed or published through Webservices or XML feeds.

Messe Frankfurt’s ECM strategy sees the introduction of Jadu Galaxies across 15 separate sites around the world. This will enable better measurement and management of the online customer experience. In addition, its implementation will reduce paperwork, by moving exhibitor manuals and forms online. The nature of Jadu Galaxies’ design means that any change to online requirements can be reflected easily across all relevant sites through the central content management system (CMS). Jadu Galaxies enables Messe Frankfurt to deploy and redeploy entire CMS driven websites rapidly. Without Galaxies, typical development of a CMS system would require many expert developer days – Galaxies enables non-technical managers to design and deploy CMS systems in minutes – enabling rapid deployment and significant resource and cost savings. Messe Frankfurt benefit from having new, accessible and standards compliant event web sites, live as soon as decisions are made, enabling better and faster customer marketing communication and much improved functionality on offer for exhibitors to manage their content.


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“We look forward to a quantum leap in the customer’s online experience. We aim to create a one-stop information portal for visitors and exhibitors, containing the latest exhibition updates, travel and accommodation information, press releases and news, all translated into the three main languages to begin with- English, Arabic and Farsi.” Kent Daniels, Head of Communications, Messe Frankfurt Jadu Galaxies has provided Messe Frankfurt with the flexibility to spread the management workload across the organisation. This speeds up input time and keeps the web site up to date, whilst keeping content under total control.

Conclusion: Delivering Enterprise 2.0 Wikipedia defines Enterprise 2.0 as ‘Enterprise Social Software’ (or a term derived from Web 2.0). Jadu defines Enterprise 2.0 as a method of describing an evolution in the way the enterprises organise, publish and discover information. This evolution is moving us from the traditional filing of documents within a network directory and publishing of static pages to an Intranet or website - evolving into a more robust and user focused delivery of content using non-technical Intranet content management, blogs, wiki’s and forums to streaming media files and user driven content. Information rich organisations are now seeking to optimise and introduce efficiency in the way they deliver content. Developing web sites is undoubtedly an expensive overhead and when consideration is given to the onerous integration, feature development and content management of each web site project – its clear to understand why a shift in delivery of CMS is required. The greatest cost of any enterprise in delivery of web content management (aside from the licensing) is in the implementation. Design, template development, content migration, training, feature development, customisation – all these tasks require a great deal of financial and human resources. By enabling non-technical managers to deploy CMS in a familiar and simplistic way – and ensuring that the end product is both standards compliant and accessible- the business can then focus on more complex tasks of integration and feature development. This enables rapid delivery of content as well as significant cost savings in implementation. Delivery of CMS is a particularly pertinent issue – as once a well designed and well optimised CMS is running, the flood gates of content can open. This often reveals a new business need. Or rather, this reveals a business need that always existed, but now becomes mission critical. Now that the enterprise is unlocking its content and knowledge – how is this to be discovered?


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The answer lies not in large-scale enterprise search platforms, but in a simplistic and well integrated federated search that provides secure access to authenticated users. Powerful enough to index and convert many file formats and present results in the way users expect- a single search of selected repositories across the enterprise. Implementing search will also uncover issues in document governance. Naming conventions should be introduced to ensure documents are titled correctly and where appropriate, marked-up with the correct metadata. The CMS should automatically enforce this governance to ensure pages are discoverable. Kettering Borough Council, for example has developed a large web-based infrastructure (some 40,000 pages indexed in Google from their website alone) – encompassing web, Intranet, Extranet and many collaborative CMS driven websites. They have network directories, databases and web pages literally touching every aspect of their business and a single search available internally from their Intranet that indexes it all. Customer expectations are ever increasing with experiences driven by readily available online services, such as e-banking, commerce (i.e. Amazon) and the ever-increasing remit of search – driven by Google’s consistently innovative approach to indexing of content and data. Delivery of knowledge inside and outside the enterprise requires a change in governance, a change in technology and a change in the mindset of business managers. Much of the most valuable assets of the modern business exists in minds of the people in the organisation. The tools to release this knowledge should be provided within content management, tools that encourage publishing and facilitate incentives for engagement. This model has worked well for the Web 2.0 generation of bloggers and Wikipedians, who ultimately may just as easily be the people sat in the office next door or in the department downstairs,publishing to the internal web and contributing to the potentially vast knowledge base. All this is indexed by the organisations own internal search – perhaps even the popular search engine we know today as Google.

About Jadu Jadu helps businesses and public sector organisations to create and manage their online presence quickly, simply and cost effectively. Jadu was formed in 2001 and since its first implementation for the DTI’s Oil and Gas portal in 2002, Jadu has been implemented for hundreds of private and public sector organisations across the UK. Providing a refreshing approach to Enterprise Content Management, Jadu offers ground-breaking functionality including integrated Google searches, user intelligence and full statistical reporting, full eGIF and eGMS compliance,


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intelligent FAQs with a host of other web productivity tools and unparalleled support service. For more information, please visit www.jadu.co.uk

References

1. Twelve step to experience based differentiation, 2006, W Band Transactional, Business and Persuasive Content : A better way to look at Enterprise Content, Kyle McNabb and Connie Moore, 2005

2. Social Computing Reshapes eLearning, Sept 2006, Claire Schooley

3. The rising importance of Enterprise Content Management, Accenture

4. ECM Implementation trends 2005, AIIM Industry Watch Survey

5. Iteyewitness: Enterprise Content Management and Document

Management , May 2006, www.idc.com

6. What is Web 2.0 Design Patterns and Business Models for the next generation of software, Tim O’Reilly, 2005 www.oreillynet.com

Documents

‘Enterprise 2.0’ - enabling the ultimate customer experience with web 2.0 content management