Notes accompany this presentation. Please select Notes Page view.These materials can be reproduced only with written approval from Gartner.Such approvals must be requested via e-mail: vendor.relations@gartner.com.Gartner is a registered trademark of Gartner, Inc. or its affiliates.

The Content Management Paradigm Shift: From Paper to Digital

Mark Gilbert

Content Is Everywhere — Diversity and Management Challenges Are Growing

Less Structure, Machine Inaccessible Humans ProcessMachines Process

More Structure, Machine Accessible

Applications

Standards

Formats IllustrationTextRepositoriesMaster data

Calculations

GraphicsMetadata XML Instances

PaperAudioIndexes Photographs

SQLXML

XBRL .doc, .xls .pptODF

Open XML Doc FormatMPEGJPEGRSS

ASCII/UnicodeFlash

Sign Language

Word Processing

Business Intelligence ECM

Information AccessTransactions E mail

Spreadsheet Data MiningSecurity Screening

BCS

Hierarchy + Metadata + References Minimal MetadataDatabase tables

BlobsFiles, RepositoriesCells

Orientation

Content Types

Information volume is growing by 50% annually; 80% is unstructured.

Key Issues

1. How are document creation, management and delivery being addressed in a digital world?

2. What key trends are changing content management and how will that affect print decisions?

3. What will be the enterprise strategies for managing document-related content during the next five years?

The Changing Role of Paper

Access/Distribute

Archive

Create

Display

• Healthcare (patient records management)

• Government (case management)

• Financial Services- Banking (mortgage loan applications)- Insurance (claims processing)

The Old Paradigm: Business Processes Follow a Paper Trail

Critical documents have different life cycles.

The New Paradigm: Content-Enabled Vertical Applications (CEVA)

Top-Five CEVAs1. Loan Origination

Financial Services2. Claims Processing

Insurance/Healthcare/All3. Compliance

All Industries4. Policies and Contracts

All Industries5. New Drug Applications

Life Sciences

Concept DestroyReview/Approve

Create/Revise

Aggregate/Manage

Access/Distribute Archive

Web 2.0, Consumer-Led Technologies Are Increasing Content Diversity

• Collaborative, virtualized businesses

• Technology not just for geeks• Consumers adopt

cutting-edge technology first- Gaming consoles drive hardware- PDAs, cell phones,

instant messaging (IM)

• Business adoption follows- Social Networking- IM- Podcasts

Whadaya got?

Rich MediaTagging

BCSWikis

Podcast

Mashups

Hosted Content

BlogsWeb 2.0

Content Management Trends

• Emergence of basic content services- Brings DM/imaging to the masses- On-ramp opportunities for MFPs

• Multichannel inputs/outputs- Paper—distributed capture; SMFPs; print on demand - Fax- E-forms- E-mail- PDAs/cell phones- Web sites

• Compliance is a major driver for ECM purchases- Accelerating paper to digital transformation

• Integrated content archiving

Basic Content Services Are Driving Market Consolidation Due to Low Entry Cost

Enterprise Needs for the Office Worker:Version control, improved document access, process

efficiency, knowledge sharing, intranet/extranet support

Basic Content Services:• General office worker-focused• Ease of use• Rapid deployment• Low cost• Providers include IBM, Microsoft,

Oracle, SAP, Xerox, Xythos

What you get:• Core library services• Replacement for shared drives• Enhanced personal or team productivity• A better way to share documents

What's limited:• Process control• Life cycle management• Less content

Smart MFPs Are an "On-Ramp" to ECM

• Enable distributed capture• Scan to folder or e-mail• Integration with BCS

• Open, developer-friendly architectures

- Easy software updates- Simple programming

DeploymentStage

Lagging

Emerging

Laboratory

Competitive

DigitalView

LimitedAnalysis

Open Transformation

Guided Transformation

FeatureDiscovery

ConceptDiscovery

Rich Discovery

ArtifactView

Computational Intensity/Automation PotentialL H

Document Capture and Transformation

Supporting Mission-Critical Applications via Fax Server Integration

E-Forms Move Into Mainstream

CONTEXTBEST PRACTICES

DOMAIN EXPERTISECERTIFICATION

More than 75% of business processes depend on forms,and with forms servers, they become runtime and even

offline clients for multiple application databases.

Industry and GovernmentRegulations

Compliance Driving Document Retention

RecordsManagement

Focus

RecordsRecordsManagement Management

FocusFocus

Risk Mitigation

Business Continuity

Legal Discovery

Paper

Communications(e-mail, IM)

DigitalContent

Follow the Steps to build ROI!How you envision and deploy CM matters---

File-Share on Steroids

Collaborative CM

CEVAs

Integrating ERP Structured Data

Costs

Value

Go Green with CM#1: End the Paper Trail

• Move to electronic-based business processes- Paper inherently slower than electronic

• Paper production• Reduce Paper use

- ink, printer and mailing costs,- energy costs, faxing costs (phone line…)

• Paper transport (Trucks with boxes)- creates Co2 emissions

• Avoid or Reduce Paper Storage• Paper Disposal

- Dump or Recycle

Link your Green Initiatives to business goals

#2 The Green Benefits of an Electronic Workplace

• Use eForms to capture content electronically• Instant routing and process automation• Store Records Electronically – avoid heating/cooling

costs • Close to 50% of archived paper documents are

duplicates• Only 1% of archived paper documents are every

accessed again!• Telecommuting benefits • Move to Hoteling – save office space (concurrency) –

lower real estate costs ($10K/yr/seat)• Service Bureaus - Economies of Scale• Consolidate Repositories – reduce redundant

applications and associated costsRealize greater service levels at lower costs

Human ResourceCosts

Paper DocumentCosts

Investigateand match

• Finding correct content

• Manipulating• Updating• Sharing• Publishing• Creation• Review• Resolving ambiguity• Storage and

distribution• Archiving inefficient

Up to eight hours per person per week

Multiple CM Costs

• Copy• File• Misfiling• Storage

• Software• Personnel• Reconciliation

Variable, but significant

VolumeRate of increaseHow created

Who works with documents & how

How delivered

Integration optionsLegal or regulatoryissuesBusiness valueWorkflow Cross-business use

Examine Cost-Avoidance Opportunities

Recommendations

Understand the new paradigm. Paper is not going away, but its role is changing. Develop a content management strategy that includes its management, composition, presentment and archive.Look to leverage MFPs and Smart MFPs as on-ramps to enterprise content management.Prepare for changing content delivery requirements.Study cost avoidance opportunities.