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As presented at AIIM 2009/Info360, Philadelphia
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Tel 781.367.9845 • E-mail [email protected] • Yahoo IM: sbweissman
Session DCI01
A Bee’s-Eye View of Image/Document/Content Management
Raising Your Sights from the “Weeds” to the “Flowers”
Presented byPresented by
Steve Weissman, ‘Senior Sage’ Steve Weissman, ‘Senior Sage’ IINSIGHTNSIGHT F FORUMSORUMS
©2009©2009
© 2009All Rights Reserved.
Bees are Famously Busy
They’re always workingThey’re always working» Building hives
» Flitting from flower to flower
» Making honey
© 2009All Rights Reserved.
Bees are Famously Reliable
They never get lostThey never get lost» They dance the dance of collaboration
» They follow their leader
» They don’t deviate from course
© 2009All Rights Reserved.
Bees … are not People
© 2009All Rights Reserved.
Bees … are not People
Humans often stray because of politics, Humans often stray because of politics, baggage, and religionbaggage, and religion
© 2009All Rights Reserved.
Bees … are not People
Humans often stray because of politics, Humans often stray because of politics, baggage, and religionbaggage, and religion» Politics: boardrooms, budgets, behaviors
© 2009All Rights Reserved.
Bees … are not People
Humans often stray because of politics, Humans often stray because of politics, baggage, and religionbaggage, and religion» Politics: boardrooms, budgets, behaviors
» Baggage: legacy systems, existing applications, prior experiences
© 2009All Rights Reserved.
Bees … are not People
Humans often stray because of politics, Humans often stray because of politics, baggage, and religionbaggage, and religion» Politics: boardrooms, budgets, behaviors
» Baggage: legacy systems, existing applications, prior experiences
» Religion: license vs. SaaS, insource vs. outsource
© 2009All Rights Reserved.
Meanwhile …
There’s work to be done!There’s work to be done!» Needs to be analyzed
» Processes to be mapped
» Documents to be inventoried
Plus an endless list of other painstaking tasks to be tackled …
© 2009All Rights Reserved.
Lost in the Weeds?
It’s easy to forget It’s easy to forget whywhy you’re doing what you’re doing what you’re doingyou’re doing» … to bog down in the details
» … to lose sight of the gains promised by your work
» … to be painted with the brush of failure even before you’ve begun
????
??
© 2009All Rights Reserved.
Stand Up and Smell the Flowers!
Keep one eye on the look of the overall bedKeep one eye on the look of the overall bed» Planted to save time
» Planted to save money
» Planted to improve customer service
© 2009All Rights Reserved.
Stand Up and Smell the Flowers!
Keep one eye on the look of the overall bedKeep one eye on the look of the overall bed» Planted to save time
» Planted to save money
» Planted to improve customer service
And consider what else is growing thereAnd consider what else is growing there» Document delivery
» Unified messaging
» Access via mobile devices
© 2009All Rights Reserved.
Delivery Ain’t What it Used to Be
Text message
Voice over IP
Mobile browser
Mobile email
Desktop browser
>
© 2009All Rights Reserved.
Don’t Take My Word For It …
Ask them!Ask them!» Mobile browsing has increased 89% year-over-year, and
page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08
© 2009All Rights Reserved.
Don’t Take My Word For It …
Ask them!Ask them!» Mobile browsing has increased 89% year-over-year, and
page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08
» 19% of text messagers say they use text messaging as a means of communication between themselves and colleagues – Experian
© 2009All Rights Reserved.
Don’t Take My Word For It …
Ask them!Ask them!» Mobile browsing has increased 89% year-over-year, and
page views have increased 127%. – M:Metrics, as reported in DM News 6/23/08
» 19% of text messagers say they use text messaging as a means of communication between themselves and colleagues – Experian
» “[Our] email volume has been increasing by 25% each year” – Zantaz interview with Renate Laib, Systems Manager, Boehringer Ingelheim Pharma KG
© 2009All Rights Reserved.
Key Drivers of the Trend
““Upstream” applications increase volume of Upstream” applications increase volume of information availableinformation available» Unstructured document recognition, automated mail
processing, and online file-sharing means there’s more digital content than ever
© 2009All Rights Reserved.
Key Drivers of the Trend
““Upstream” applications increase volume of Upstream” applications increase volume of information availableinformation available» Unstructured document recognition, automated mail
processing, and online file-sharing means there’s more digital content than ever
» The hard part? Separating the wheat from the chaff …
© 2009All Rights Reserved.
Key Drivers of the Trend
Challenging economy boosts competitive Challenging economy boosts competitive pressurespressures» Requires better and more immediate intelligence
• [Text messages are] typically read within an average of 15 minutes after receipt and responded to within 60 minutes. – Experian
© 2009All Rights Reserved.
Key Drivers of the Trend
Challenging economy boosts competitive Challenging economy boosts competitive pressurespressures» Requires better and more immediate intelligence
• [Text messages are] typically read within an average of 15 minutes after receipt and responded to within 60 minutes. – Experian
» “Information-as-available” vs. “information-on-demand”
• “Push/Pull”; “Publish/Subscribe”
• RSS, etc.
© 2009All Rights Reserved.
Key Drivers of the Trend
Better technology enables greater mobilityBetter technology enables greater mobility» Better screens, greater reliability, smaller sizes, simplified
interfaces, standardized means of exchange, broader coverages …
© 2009All Rights Reserved.
Key Drivers of the Trend
Better technology enables greater mobilityBetter technology enables greater mobility» Better screens, greater reliability, smaller sizes, simplified
interfaces, standardized means of exchange, broader coverages …
» Leads to enhanced usability by travelers and commuters …
• Leads to larger customer base …
» Leads to lower prices …
• Leads to larger customer base …
© 2009All Rights Reserved.
A Word About Voice
Convergence is here to stayConvergence is here to stay» Especially with VoIP, voice is just another medium
» Create, produce, deliver like any other digital document
» Exciting possibilities in the call center and other customer service contexts
© 2009All Rights Reserved.
A Word About Voice
Convergence is here to stayConvergence is here to stay» Especially with VoIP, voice is just another medium
» Create, produce, deliver like any other digital document
» Exciting possibilities in the call center and other customer service contexts
Web 2.1?Web 2.1?» Embedding voice and video into a text-based
PDF file and distributing it via the Internet
Acrobat DocumentSource: Adobe Inc.
As presented at Financial Communications Forum 2007
© 2009All Rights Reserved.
A Word About Voice
Convergence is here to stayConvergence is here to stay» Especially with VoIP, voice is just another medium
» Create, produce, deliver like any other digital document
» Exciting possibilities in the call center and other customer service contexts
Web 2.1?Web 2.1?» Embedding voice and video into a text-based
PDF file and distributing it via the Internet
» We’ve come a long way, baby!
© 2009All Rights Reserved.
Does This Mean Paper is Dead?
Gosh, no!Gosh, no!» American printers or multifunction devices in offices and
homes churned out 1.53 trillion pages [in 2007], a total that [expected] to rise to 1.64 trillion by 2010. – IDC, as reported in the San Jose Mercury News, 7/17/08
© 2009All Rights Reserved.
Does This Mean Paper is Dead?
Gosh, no!Gosh, no!
But it does require a new view of what a But it does require a new view of what a document is …document is …» Forget the medium; focus on the function!
• Namely, to deliver information so it can be understood to deliver information so it can be understood and acted uponand acted upon
© 2009All Rights Reserved.
“New Documents” on Parade
» Paper forms
» Articles in The Boston Globe newspaper
» Articles on The Boston Globe Web site (boston.com)
» Excel spreadsheets
» Printouts of ultrasound scans
» Magnetic strips on credit cards
» Polaroid photos of your child on the first day of school
» 1D and 2D barcodes
» Hospital ID bracelets
» Videotapes of court depositions
» Sorts within a customer database
» Holograms embedded in smart cards
» Pharmaceutical labels
» MP3 recordings of radio shows
» Printed text and images on an HD-ROM
They communicate information for a purpose – They communicate information for a purpose – so they must be so they must be relevantrelevant and and personalpersonal in order to be effective. in order to be effective.
Pertaining to subjects/issues important to the recipient
Pertaining to that particular recipient
© 2009All Rights Reserved.
Benefits of Relevant Personalization
Such a document is:Such a document is:» Three times more likely to be read
» Twice as likely to engender positive feelings toward the company that provided it
» Twice as effective at encouraging active engagement (e.g., increasing contributions to a savings plan)
© 2009All Rights Reserved.
We’re Back to the Why
In the yard, In the yard, » Are you planting for food? eye-appeal?
to attract butterflies or hummingbirds?
In the office,In the office,» Are you issuing a call for action? providing
an FYI? answering a question?
The answers make a difference.
© 2009All Rights Reserved.
Tame Your Wild Garden
Know what to ask for as you planKnow what to ask for as you plan» … and what to plan for as you ask!
© 2009All Rights Reserved.
Tame Your Wild Garden
Pull at all the weedsPull at all the weeds» Functionally
• Examine your process flows, communications webs, technology stack(s), for the organization and by department, current and desired
© 2009All Rights Reserved.
Tame Your Wild Garden
Pull at all the weedsPull at all the weeds» Functionally
» Technically
• Inventory your current environment and list your system requirements, performance specs, and future considerations
© 2009All Rights Reserved.
Tame Your Wild Garden
Pull at all the weedsPull at all the weeds» Functionally
» Technically
» Administratively
• Record your expectations for rollout schedule, testing, training, documentation, support, and maintenance
© 2009All Rights Reserved.
Tame Your Wild Garden
Just don’t get lost in them!Just don’t get lost in them!» Remember the view from above
» Keep moving forward
» Set expectations as you go
Tel 781.367.9845 • E-mail [email protected] • Yahoo IM: sbweissman
Steve Weissman, ‘Senior Sage’Insight Forums
www.linkedin.com/in/steveweissman
Yahoo IM: sbweissmanwww.insightforums.com
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