enterprise content management [electronic resource] a business and technical guide

EntErprisE ContEnt ManagEMEnt A Business and Technical Guide Stephen A. Cameron Information is the lifeblood of knowledge. With so much to capture there is usually too little time and resource to make sense of it all. Enterprise Content Management aims to help you capture, preserve and deliver information as a corporate asset in a consistent, natural and re-usable way. Split into two halves, this book presents a structured approach to developing an organisational repository of knowledge. The business guide provides the business prerequisites for establishing ECM, whilst the technical guide outlines the delivery aspects, including a future trends chapter.            About the Author Stephen Cameron has spent his career working in engineering and information businesses as a vendor, a consultant and as a customer. With over 30 years in industry combined with many years in consultancy, he brings a wealth of experience and considered executive and architectural thought leadership to the world of ECM.    Keith Gordon  Jude Umeh  Stewart Room Even the most hardened of ECM professionals will find this book of great value. Chris Blaik, Director of Marketing for EMEA, EMC Corporation Cameron writes in a refreshingly clear way, free of techno-speak and brochure-talk. Doug Miles, Director Market Intelligence, AIIM Possibly the best way to get into ECM Pure content, no marketing! Nikos Anagnostou, Enterprise Technology Strategist, Microsoft EMEA  EntErprisE ContEnt ManagEMEnt Stephen A. Cameron EntErprisE ContEnt ManagEMEnt A Business and Technical Guide Stephen A. Cameron ENTERPRISE CONTENT MANAGEMENT A Business and Technical Guide ‘ECM in this regard surely means Every. Chapter. Matters. Even the most hardened of ECM professionals will find this book of great value, whether it helps them to remember the good old, bad old days when documents were documents and you knew which vendors did what; or whether you want to take a look at what lies ahead in this ever-changing market. What is certain is that with the explosion of content (whatever the format), and with the increased need for regulations/control, whilst the demand for content liberation for collaboration grows like we have never seen before, this book will help you get your arms around this dynamic and business critical subject.’ Chris Blaik – Marketing Director, Head of EMEA and Global Industry Campaigns, EMC Corporation ‘This is a very comprehensive discourse on ECM, and information management in its wider sense. The first part of the book is part business justification, part philosophical discussion, and is pitched at MBA level. The second half is a technical guide, but also pitched at senior project management level. Cameron certainly has a deep, deep knowledge of all things ECM, but writes in a refreshingly clear way, free of techno- speak and brochure-talk. Doug Miles – Director Market Intelligence, AIIM ‘Another book on ECM? Yes ! A USEFUL book o n ECM! I f you are new to ECM and want to g et into it, this i s p ossibly the best way to start. If y ou are p lanning a p roject or you are an ECM professional, a great, indep endent, handbook to approach, get started, update and extend knowledge, fill gaps, get a view on where ECM is evolving too. Pure content, no marketing!’ Nikos Anagnostou – Enterprise Technology Strategist, EMEA, Microsoft Corporation BCS, The Chartered Institute for IT Our mission as BCS, The Chartered Institute for IT, is to enable the information society. We promote wider social and economic progress through the advancement of information technology science and practice. We bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public. Our vision is to be a world-class organisation for IT. Our 70,000 strong membership includes practitioners, businesses, academics and students in the UK and internationally. We deliver a range of professional development tools for practitioners and employees. A leading IT qualification body, we offer a range of widely recognised qualifications. Further Information BCS, The Chartered Institute for IT First Floor, BlockD North Star House, North Star Avenue Swindon, SN2 1FA, United Kingdom T +44 (0) 1793 417 424 F +44 (0) 1793 417 444 www.bcs.org/contactus ENTERPRISE CONTENT MANAGEMENT A Business and Technical Guide Stephen A. Cameron ß 2011 Stephen A. Cameron Stephen A. Cameron hereby asserts to the Publishers his moral right to be identified as the Author of the Work in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988. All rights reserved. Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted by the Copyright Designs and Patents Act 1988, no part of this publication may be reproduced, stored or transmitted in any form or by any means, except with the prior permission in writing of the publisher, or in the case of reprographic reproduction, in accordance with the terms of the licences issued by the Copyright Licensing Agency. Enquiries for permission to reproduce material outside those terms should be directed to the publisher. All trade marks, registered names etc acknowledged in this publication are the property of their respective owners. BCS and the BCS logo are the registered trade marks of the British Computer Society charity number 292786 (BCS). Published by British Informatics Society Limited (BISL), a wholly owned subsidiary of BCS The Chartered Institute for IT First Floor, Block D, North Star House, North Star Avenue, Swindon, SN2 1FA, UK. www.bcs.org ISBN 978-1-906124-67-0 British Cataloguing in Publication Data. A CIP catalogue record for this book is available at the British Library. Disclaimer: The views expressed in this book are of the author(s) and do not necessarily reflect the views of BCS or BISL except where explicitly stated as such. Although every care has been taken by the authors and BISL in the preparation of the publication, no warranty is given by the authors or BISL as publisher as to the accuracy or completeness of the information contained within it and neither the authors nor BISL shall be responsible or liable for any loss or damage whatsoever arising by virtue of such information or any instructions or advice contained within this publication or by any of the aforementioned. Typeset by The Charlesworth Group. Printed by Charlesworth Press. To Martine CONTENTS List of figures and tables xi About the author xiii Foreword xv Glossary xvii Preface xxv STRUCTURE XXVII Business and technical perspectives xxvii Project lifecycle perspective xxviii PART 1: ECM BUSINESS GUIDE 1 INTRODUCTION 2 Definition of ECM 2 A short history of ECM 3 The future of ECM 3 Summary 5 1 CONTENT LIFECYCLE 6 ECM acquisition 7 ECM storage 8 ECM delivery 8 The history of information consumption 9 Case study: WikiLeaks 10 Measuring and valuing content 11 Summary 13 2 ORGANISATIONS 14 Relevance and retention of information 14 Timing and throughput of information 15 Contribution and responsibility for information 15 Ubiquity of information 17 Analysis and meaning of information 18 Summary 20 3 CONTENT MATURITY MODEL 21 The five stages of the content maturity model 22 Dimensions of the content maturity model 23 Stages of the content maturity model 26 Summary 40 vii 4 COMPLIANCE AND GOVERNANCE 41 Corporate governance 41 Compliance 42 Records management 47 Summary 50 5 DEVELOPING A BUSINESS CASE 51 Structure of the business case 51 Reasons for adopting ECM 52 Options for managing change 54 Tangible and intangible ECM benefits 54 Developing a road map 54 Realising ECM benefits 55 Summary 60 PART 2: ECM TECHNICAL GUIDE 61 6 ARCHITECTURE AND TECHNOLOGY 62 Stakeholder challenges 62 An ECM technology review 63 Architectures 65 Service oriented architecture 67 ECM service components 70 Case study: finance industry 71 Summary 74 7 STORAGE 76 Business alignment 76 Increasing capacity 77 Managing tiers of storage 77 Valuing data 78 Storage medium 78 Storage technologies 79 Storage repositories 79 Summary 85 8 MANAGING CHANGE 86 Representations to concepts 86 The creation of ideas 87 Changing roles 90 Managing cultural change 91 Summary 94 9 TRANSFORMATION 95 Organisations’ content and exchange frameworks 95 Create a content and information strategy 96 Transformation planning avoids organisational stress 97 Bringing dimensions into alignment 97 Transitioning through stages 101 Summary 107 CONTENTS viii 10 COMPLIANCE AND GOVERNANCE FRAMEWORK 108 Trust and privacy policies 109 Destruction policies 109 Enterprise and universal availability 110 Security 110 Data governance 111 Records management 115 Summary 117 11 BUSINESS AND PROGRAMME DELIVERY 119 Building the business case 119 Programme and project management 121 Breaking implementation into manageable steps 122 Delivery challenges 124 Classification process 125 Summary 128 12 FUTURE TRENDS 129 Collaborative technologies 129 Semantic structures 130 Attribute acquisition 130 Business intelligence 131 Cloud computing and SaaS 131 BIBLIOGRAPHY 132 Books 132 Articles 132 Internet References 137 Official publications 137 INDEX 139 CONTENTS ix [...]... or transfer records Relational Database Management System (RDBMS) A collection of programs that allows the creation, storage, modification and administration of a relational database An RDBMS stores data in related tables, and information can be extracted from the database through structured query language (SQL) statements Because the data in a relational system are spread across tables, rather than... information as a corporate asset in a consistent, natural and re-usable way, so that an organisation can sustain, enhance and tune its knowledge investment Apart from this management, ECM refers to the related strategies, methods and tools ECM tools and strategies allow the management of an organisation’s unstructured information, wherever and whenever this exists ECM is a strategy and methodology Its name... information Although its main applications have so far been in technical publications, DITA is also used for other types of documents such as policies, procedures, and training Declare Designate a particular document as a corporate record Digital Asset Management (DAM) A practice enabling enterprises to organise and repurpose media assets to streamline costs and enhance revenues DAM systems are especially... being able to establish the information it contains as fact In many cases it can be the original document Open Document Management API (ODMA) An open industry standard that enables desktop applications to interface with a document management system (DMS) ODMA simplifies cross-platform and cross-application file communication by standardising access to document management through an API ODMA allows... Information and Image Management, now just AIIM Originally formed to provide education, professional development and standards for microfilm and electronic image processing, its scope has expanded to include the enterprise content management (ECM) industry It is an ANSI/ISO-accredited standards development enterprise ANSI American National Standards Institute Private US Agency that coordinates the development... servers that provide web applications are only available to users within the organisation ISO 15489 Defines what a records management program should look like and provides best practice for how to develop and maintain a records management program Keyword search Search which compares an inputted word against an index and returns matching results Localisation The process of adapting a software product... States Department of Defence (DoD), Design Criteria Standard for Electronic Records Management Software Applications Dublin Core Metadata Initiative (DCMI) An enterprise promoting the adoption of interoperable metadata standards and the development of specialised metadata vocabularies for describing resources that enable more intelligent information discovery systems A core set of accepted metadata... housed in a flat file, the same database can be viewed in many different ways Almost all complex databases today use an RDBMS, including most business databases Repository Part of a document or content management system Its specific function is to control the checking in and out of material, version control, and look-up against defined attributes Representational State Transfer (REST) Software architecture... languages, countries, or cultures In addition to language considerations, such as support for foreign character sets, localisation may require adaptations for currencies, time zones, national holidays, cultural assumptions and sensitivities, dialects, colour schemes, and general design conventions Metadata A definition or description of data, often described as data about data For example the data... back-end databases and applications They provide functionality such as clustering, database access classes, transaction processing and messaging For tiered applications, best practice calls for this application processing to be separated from the actual retrieval of web pages, which is done by a web server operating in front of the app server Archive A collection of computer files that have been packaged . Strategist, Microsoft EMEA  EntErprisE ContEnt ManagEMEnt Stephen A. Cameron EntErprisE ContEnt ManagEMEnt A Business and Technical Guide Stephen A. Cameron ENTERPRISE CONTENT MANAGEMENT A. change 91 Summary 94 9 TRANSFORMATION 95 Organisations’ content and exchange frameworks 95 Create a content and information strategy 96 Transformation planning avoids organisational stress 97 Bringing. operations to complete transactions and other interactions between end-users and a business s back-end databases and applications. They provide functionality such as clustering, database access