When Information Matters - from System of Record to System of Engagement

• 1. When Information Matters From System of Record to System of Engagement Atle Skjekkeland, CIP Chief Operating Officer, AIIM

2. 2 AIIM provides public and private training = AIIM.org/training AIIM provides research & benchmarking = AIIM.org/research AIIM provides on-line and in-person events = AIIM.org/events @skjekkeland [email protected] 3. 3 Free copy, AIIM.org/research 4. 4 When Information Matters From System of Record to System of Engagement 1. The 50,000 Foot Context An Industry at an Inflection Point 2. The Reality on the Ground Not as Easy as it Seems 3. The Critical Role of Content Management 5. 5 90% of the data in the world today was created in the last two years. Source: From Defensible Disposal: You Can't Keep All Your Data Forever, Forbes, 7/17/2012 6. 6 Content Management The same as EierlegendeWollMilchSau? Image source = http://www.customercentricthinking.com Content management combines analytics, collaboration, governance and processes with anywhere, anytime access to deliver value to your customers, partners, and employees. 7. 7 The Future History of Content Management Key Trends AIIM.org/FutureHistory 8. 8 Era Years Typical thing managed Best known company Content mgmt focus Mainframe 1960-1975 A batch trans IBM Microfilm Mini 1975-1992 A dept process Digital Equipment Image Mgmt PC 1992-2001 A document Microsoft Document Mgmt Internet 2001-2009 A web page Google Content Mgmt Social, Mobile, Cl oud & Big Data 2010-2015 An interaction Facebook ? Systems of Engagement Systems of Record 9. 9 A Tale of Two Humps 10. 10 11. 11 Image source: http://www.flickr.com/photos/mxmstryo/4033816209 Big problems. Big solutions. 12. 12 And Then Everything Changed in the Left Hump 13. 13 And Continue to Change 14. 14 And While All That Was Going On SOCIAL 15. 15 Email Generation Facebook Generation These guys are retiring These are the new customers and workersThese are making the purchasing decisions Demographics is Destiny Source: John Newton, Alfresco You are losing control of your brand, workers, and IT. 16. 16 MOBILE Source: Mary Meeker, Kleiner Perkins 4.2bn people with a toothbrush 5.1bn people with a cell phone 17. 17 Better Access 18. 18 Photo courtesy of Lubor Ptacek, Opentext CLOUD 19. 19 Offering an App for Everything 20. 20 + = #AIIM13 When combining Mobile, Social, And Cloud Computing. 21. 21 The Consumerization of Enterprise IT We want this. And that. We demand a share of this and most of that. Some of this, and all of that. Less of that, and more of this, and plenty of this. And another thing. We want it now. We want it yesterday, and more tomorrow. And the demands will all be changed then. Stay awake - Billy Connolly 22. 22 1. The 50,000 Foot Context An Industry at an Inflection Point 2. The Reality on the Ground Not as Easy as it Seems 3. The Critical Role of Content Management When Information Matters From System of Record to System of Engagement 23. 23 Reality #1 -- Conflicting Revenue Models On the left hump Source: Michael Moon, Gistics 24. 24 Reality #1 -- Conflicting Revenue Models On the right hump Source: Michael Moon, Gistics 25. 25 Reality #2 Overlapping Value Propositions From the Complex Systems side How can I break up expensive monolithic systems into apps? How can I learn from the volume space to decrease the hurdle to buy? How can I take my product to the cloud? How can I reduce the complexity of my sales cycle? How do I take my product downstream? From the Volume side How can I break into the enterprise? How do I convince executives that this model is safe? How can I end run IT by going directly to the business? How do I establish and then expand a beachhead? How do I take my product upstream? What can you take from the other hump? 26. 26 Reality #3 -- Confusion About the Industry ENTERPRISE Becoming: Mobile Global Open Engaged Agile Adaptive MANAGEMENT Becoming: Social Collaborative Open Flexible Inclusive CONTENT Becoming: Complex Invaluable Viewed as asset Source of advantage ECM 27. 27 A New Kind of Process Challenge Reality #4 -- A Huge Gap Between SoR and SoE 28. 28 Reality #5 New Skills Required WAS/IS IT helps reduce costs. Senior Execs oblivious to technology. Complexity insures job security. IT is a railroad builder. Process standardization the objective. Most spending CAPEX. Mobile/social are differentiators. Pure technical skills valued. Most of the money is still here. WILL BE IT helps reduce risk and create value. Senior Execs tech aware. Simplicity is the pre-eminent value. IT is a taxi company. Process agility the objective. Most spending OPEX. Mobile/social are a feature. Technical skills in context valued. Most of the money will soon be here. New Integrated Skills for the Age of Social, Mobile, and Cloud 29. 29 Become an Information Professional Professional roles focused on information management will be different to that of established IT roles.An "information professional" will not be one type of role or skill set, but will in fact have a number of specializations. Deb Logan and Regina Casonata Gartner - CIO Alert: You Need Information Professionals The IT worker needed for the future needs to be multi-skilled with a mixture of technical skills combined with strong business and communication skills. World of Work, 2011 Raw technology skills are of lesser importance than they once were. Now the ability to influence stakeholders across IT, legal, communications, marketing, and HR is of utmost importance. Leslie Owens, Matthew Brown and Anjali Yakkundi, Forrester Data scientists, digital archivists, content managers, community managers,.... 30. 30 1. The 50,000 Foot Context An Industry at an Inflection Point 2. The Reality on the Ground Not as Easy as it Seems 3. The Critical Role of Content Management When Information Matters From System of Record to System of Engagement 31. 31 Opportunity #1: Capitalize on Content Manage risks, reduce costs, and maximize value There will be an incomprehensible, mind-explodingly massive expansion in the amount of information floating around. - Thornton May 32. 32 Improve Transparency What productivity or staff engagement factor would you put on the ability to share opinions, find expertise, answer questions and communicate activities via staff blogs, micro- blogs, social sites and other Enterprise 2.0 technologies? 18.2% more efficient (average) 33. 33 In terms of timescales or project costs by what factor would you say a collaborative, widely accessible team-site environment can (or has) improved project delivery in your organization? Improve Collaboration 24.9% faster (average) 34. 34 How much more productive do you think the administrative staff in your organization would be (or are) if their processes were work-flowed, using scanned forms and documents, with automated data capture? Automate Processes 33.5% more productive (average) 35. 35 Preserve Content Assets How much can/could you reduce legal costs, fines and damages if you applied best practice procedures to records management, security and e-Discovery? 25% reduced costs (average) 36. 36 Mobilize Content Photo source: http://www.flickr.com/photos/globalx/4864001692/ How much would it improve (or have you improved) the efficiency of your office staff by giving them sufficient remote or mobile access to company information that they are able to efficiently work from home or on-the- road?25.1% more efficient (average) 37. 37 Improve Internal Access How much more productive do you think professional staff in your organization would be (or are) if they could find internal information and documents as quickly and as easily as they find information on the web? 30.9% more productive (average) 38. 38 By how much do you think customer service levels and response times could be (or have been) improved if all of your customer-facing staff could immediately access and share all of the customer related and case- related information that you hold. Improve External Access 32.2% more responsive (average) 39. 39 Opportunity #2: Establish an Information Governance Framework Source: https://www.cgoc.com/resources/information-lifecycle-governance-leader-reference-guide 40. 40 A New Strategy for Information Governance 1. Manage all information, not just records 2. Connect legal, privacy and regulatory retention obligations to relevant information 3. Retention periods must take into account the business value of information in addition to legal and compliance value 4. Identify where information is located 5. Ensure that retention and disposal obligations are communicated and publicized in a language that stakeholders can understand 6. Allow for flexibility to adapt to local laws, obligations and limitations 7. Include a mechanism that allows legal and IT to collaborate in executing and terminating legal holds 8. Identify and eliminate duplicate information 9. Update in real time to account for changes in laws, to business and in technology Source: Lorrie Luellig, Ryley Carlock & Applewhite http://www.cioinsight.com/it-management/inside-the-c- suite/a-modern-governance-strategy-for-data-disposal.html/ 41. 41 0% 10% 20% 30% 40% 50% 60% Excess litigation costs or damages resulting from poor records Loss of customer confidence or bad publicity from data loss Loss of intellectual property or company confidential information Inability to respond to requests (Freedom of Information) Infringement of industry-specific compliance regulations Audit qualifications due to inadequate records Regulator action from loss/exposure of personally identifiable Poor outcome of customer/supplier disputes due to gaps in Criminal prosecution for allowing personally sensitive data to Manage Risks Which of the following do you consider to be the three biggest risks to your company from a failure of information governance? (max THREE) N=500 42. 42 0% 10% 20% 30% 40% 50% 60% 70% 80% Reduce storage and infrastructure costs Exploit and share our knowledge resources Faster response to events, accidents, press More personalized and accurate service to customers Better customer/supplier relationships Support for potential big data initiatives Better reputation/improved shareholder value Faster and cheaper financial audits Control social media for positive benefit Reduce Costs Which three of the following do you consider to be the biggest benefits to your company from good information governance? (max THREE) N=506 43. 43 Opportunity #3: Leverage Analytics to connect SOR and SOE 44. 44 Paul Otellini, CEO at Intel was recently asked by Charlie Rose: What is going to be obsolete next? Otellini responded: Ignorance. 45. 45 Day-forward Hygiene Auto- classification Analysis Using powerful search and analytic tools to interrogate content to better understand it and perform simple actions Using training sets and iterative passes, teach a system how to recognize and classify record types Reengineering user and system behavior to enforce information consistency and classification at the point of creation Source: Doculabs Automate Disposition & Records Management 46. 46 Remember: Keep it Simple and Smart 47. Thank you Atle Skjekkeland [email protected] @skjekkeland.com www.aiim.org