A Bee's Eye View of Imaging/Document/Content Management

transcript

Tel 781.367.9845 • E-mail sweissman@insightforums.com • 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

Bees are Famously Busy

They’re always workingThey’re always working» Building hives

» Flitting from flower to flower

» Making honey

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

Bees … are not People

Humans often stray because of politics, Humans often stray because of politics, baggage, and religionbaggage, and religion

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

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 …

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

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

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

Delivery Ain’t What it Used to Be

Text message

Voice over IP

Mobile browser

Mobile email

Desktop browser

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

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

““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 …

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

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.

Better technology enables greater mobilityBetter technology enables greater mobility» Better screens, greater reliability, smaller sizes, simplified

interfaces, standardized means of exchange, broader coverages …

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 …

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

A Word About Voice

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

A Word About Voice

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!

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

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

“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

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)

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.

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!

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

» Technically

• Inventory your current environment and list your system requirements, performance specs, and future considerations

» Technically

» Administratively

• Record your expectations for rollout schedule, testing, training, documentation, support, and maintenance

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 sweissman@insightforums.com • Yahoo IM: sbweissman

Steve Weissman, ‘Senior Sage’Insight Forums

781-367-9845sweissman@insightforums.com

www.linkedin.com/in/steveweissman

Yahoo IM: sbweissmanwww.insightforums.com

flvplayer

A Bee's Eye View of Imaging/Document/Content Management

Technology