© 2006 JustSystems Inc. Content Discovery in Regulated and Litigious Industries: The Pro-active...

© 2006 JustSystems Inc.

Content Discovery in Regulated and Litigious Industries: The Pro-active Role of XML

Paul WlodarczykVP Content Lifecycle SolutionsXMetaL, a JustSystems company9 November 2006

© 2006 JustSystems Inc.Copyright 2006 Justsystems Inc.

Failed Methods Turn Information AssetsInto Information Liabilities

Bank of America Corp brokerage affiliates will pay the SEC $1.5 million to settle charges they failed to preserve business e-mails. Between January 2001 and February 2004, the units did not ensure its software kept e-mail, the SEC said.

June 16, 2005

BofA, Brokerage Affiliates to Pay $1.5M

E-mail Fine

INFOGLUT

You are here. You will stay here.

"We are drowning in information"

Worldwide Petabyte Forecast for External Controller-Based Disk Storage

0.0

2,000.0

4,000.0

6,000.0

8,000.0

10,000.0

12,000.0

2004 2005 2006 2007 2008 2009Ann

ual E

CB

Pet

abyt

e S

hipm

ents

Source: Gartner


Managing Information as a Strategic Asset Delivers Value

Process SimplificationPromote reuse and data quality

ComplianceTransparency of information

"Infoglut"Manage expanding volumes

Vendor ConsolidationSpend less on same technology

M&AReduce integration burdens

EfficiencyEnterprise Agility

Sense and respondContinuous Flow

Real TimeClosed-loop analytics

Single ViewConsistent and holistic view across all channels Relationship management

Revenue OptimizationSupport top-line growth on cross-sell/upsellLeverage global purchasing power

Differentiation

Trx.

DocumentsMedia

Customers Employees Partners

Databases

Orgs.

Financials

Products

WebContent

ReportsE-Mail

Management

Enterprise

Information

Across All Content

Across the Enterprise

Source: Gartner


Questions we will answer today

1. What is enterprise information management (EIM)?

2. What are the issues driving convergence of data and documents?

3. What are the people, process, and technology enablers for EIM?

4. What are new approaches to make content available to the enterprise for discovery?


Gartner: Defining Enterprise Information Management

Enterprise information management (EIM) is an integrative discipline for structuring, describing and governing information assets regardless of organizational and technological boundaries to improve operational efficiency, promote transparency and enable business insight.

Source: Gartner





3. What are the process, people, technology and content enablers for EIM?



Structured vs. Unstructured Information

► Business Transactions consist of data (structured information)

► Business Decisions are often based on documents (unstructured information)


Decisions Transactions

The World of Documents The World of Data Data = Information Structured for Machine Processing

Document = Information Presented for Human Processing

The Challenge of Structured / Unstructured Convergence

Complexity & Dynamics of Data / Document

Convergence

Litigation Interoperability

Discovery Process Integration

Regulation Infoglut


Structured

Self-describing

An audit trail

Active

Discovered

Separates content (meaning)

from presentation (format)

Navigates through a

dynamic process

Protects & Tracks itself

Fine-grained (objects)

Application-independent

Structured

Self-describing

An audit trail

Active

Discovered

Separates content (meaning)

from presentation (format)

Navigates through a

dynamic process

Protects & Tracks itself

Fine-grained (objects)

Application-independent

Contrasting Unstructured and Structured Content

Unstructured

Opaque

A snapshot in time

Passive

Indexed & searched

Mixes content

& presentation

Pushed through a

deterministic workflow

Protected by applications

All or Nothing (a file)

Application-specific

Unstructured

Opaque

A snapshot in time

Passive

Indexed & searched

Mixes content

& presentation

Pushed through a

deterministic workflow

Protected by applications

All or Nothing (a file)

Application-specific


Strategic Planning Assumption

By 2009, organizations will spend on the order of $3 billion in the worldwide market on unstructured data management – at least half of what they spend on structured data management (0.8 probability).


Unstructured content creation in the enterprise

► Office Documents (word processing, spreadsheet, email) Many decision documents (contracts, policies/procedures, proposals, forms)

still largely unstructured, little or no semantic markup► Content entry through enterprise applications

Exists as plain text or XHTML, e.g.• ERP• e-Commerce• Call center / CRM / customer support applications• PLM – Product Lifecycle Management

Little or no semantic markup► Desktop publishing

Largely unstructured outside of high tech / technical publications Starting to move to XML because of L10N, multi-channel

► User-generated content through Web Blogs, forms or wiki markup – little or no semantic markup

► Rich media E.g. e-learning, rich communications e.g. Flash – little or no semantic markup


Content Must Be Described to Be Processed by Machines

Less structure, machine inaccessible Humans process

Machines process More structure, machine accessible

Standards

Formats

Applications

IllustrationTextRepositoriesMaster data

Calculations

GraphicsMetadata XML vocabularies

PaperAudioIndexes Photographs

SQL

XML

XBRL .doc, .xsl, .pptODF

Open XML Doc Formatmpeg jpeg

RSSASCII/Unicode Flash Sign Language

Word Processing

Business Intelligence ECM

Information AccessTransactions E mail

Spreadsheet Data Mining

Security screening

BCS

Hierarchy + Metadata + References Minimal MetadataDatabase tables

BlobsFiles, RepositoriesCells

Orientation

Content Types

OWL RDF

DITASOAP, WSSDL

Source: Gartner plus JustSystems

KM



By 2009, separate and sometimes conflicting approaches to dealing with documents and databases will give way to enterprise information management programs that deal with all data as part of the organization's enterprise architecture strategy (0.7 probability).


Approaches to EIM

► Reactive Indexing and searching content post facto; data-mining

(e.g. Autonomy, Clear Forest, Google, etc.) Requires technology investment only

► Proactive Indexing content as it is created (XML, metadata,

taxonomies, records management, etc.) Requires investments in people, process, technology,

and content





3. What are the process, people, technology and content enablers for EIM?



Enablers to Proactive EIM

► Process Best methods for EIM need to be defined and propagated

(e.g. Gartner model)

► People Information Architects to do the work CWA and other ethnographic approaches to assure

uptake and compliance

► Content Broader definition and adoption of standard XML

vocabularies like DITA

► Technology Maturing of the XML ecosystem


Metrics

Enabling Infrastructure

Process

Governance Organization

Strategy

Vision

Gartner's Essential Building Blocks for EIM

Process: Proactive EIM is a comprehensive program, not just technology

Vision: How is information perceived and valued in the organization? Is it a bi-product, a shareable resource or source of differentiation?

Vision: How is information perceived and valued in the organization? Is it a bi-product, a shareable resource or source of differentiation?

Strategy: How is information currently managed? Is it ad-hoc, departmental, or is there an enterprise focus? Strategy: How is information currently managed? Is it ad-hoc, departmental, or is there an enterprise focus?

Governance: What decision rights and controls exist for managing information as an asset and who is involved? Governance: What decision rights and controls exist for managing information as an asset and who is involved?

Organization: What information-centric roles exist and where are they located? Organization: What information-centric roles exist and where are they located?

Process: Are there practices (such as stewardship) and standards around the information lifecycle? Process: Are there practices (such as stewardship) and standards around the information lifecycle?

Metrics: How much is spent managing information? How much information is redundant? How much poor quality information exists and what impact does it have on the business?

Metrics: How much is spent managing information? How much information is redundant? How much poor quality information exists and what impact does it have on the business?

Enabling infrastructure: How well do information management technologies support current and future needs?

Enabling infrastructure: How well do information management technologies support current and future needs?

Source: Gartner



By 2007, information architects will establish the principles, governance processes, models and framework for improving the accuracy and integrity of information assets as part of an organization's commitment to enterprise information management (0.7 probability).


People: Information Architect Roles Contribute to EIM Success

Information Architect(Enterprise Level - EIA)

Information Architect (BI or Application Level)

Information Architect (Web, Records Management

or Content Level)

► Focus on strategic information requirements

► Publish enterprise standards ► Draft enterprise information

models and meta models► Formalize principles ► Establish governance► Develop Information Value

Network Model► Who: Enterprise Planners

and Modelers► Methods of classification:

modeling and frameworks (e.g. Gartner Enterprise Architecture, Zachman, FEAF, IEEE, OMG)

► Create data models and meta models

► Implement stewardship and quality objectives

► Focus on integration

► Oversee sourcing, profiling and transformation

► Implement Common Business Vocabularies

► Who: Data Modelers, DBAs

► Follow rigorous SDLC

► Methods for classification: data models, process models, object models

► Work with multimedia tools► Content-driven, not

metadata-driven► Navigation, personalization► XML DTD design, standards

and forms creation► Create document and data

retention schedules► Who: Records Management

Specialists, Information science, library science or cognitive science backgrounds, portal

► Methods for classification – taxonomies, ontologies, tagging

Source: Gartner



The need to deliver business value from information assets will force Enterprise Information Architecture to mature as a discipline in 70% of Global 2000 organizations by 2008 (0.7 probability).


Technology: XML Hype Cycle – XML is here and maturing



Fully mature semantic reconciliation tools will not be available until 2011 (0.7 probability).

By year-end 2009, 40 percent of a multinational company's data will be defined in some way by XML (0.7 probability).

By year-end 2009, 75% of the Global 500's inter-application messaging infrastructure will be formatted in XML (0.7 probability).


Content: Business Drivers for XML Adoption

► Reduce cost and improve efficiency Automate publishing and translation

processes

►Support faster product cycles– Reuse content to accelerate time to

market– Enable simultaneous product release

in multiple markets

►Meet regulatory and quality requirements– Enable content discovery for litigation support– Validate that content is accurate, consistent and

complete to improve customer experience– Support personalized outputs – Serve local language and cultural needs


Content: DITA To The Rescue

► A standardized framework for management and extensibility of XML document types

► The Next Step in XML Manageability Interoperability and tool independence Reuse Collaborative authoring

► Originally developed by IBM► Published as an OASIS Specification in May 2005


DITA - Darwin Information Typing Architecture

► Darwin: Allows natural evolution of document types through inheritance and specialization

► Information Typing: Provides an information architecture for technical documents with base topic types of Concept, Task, and Reference

►Architecture: A model that encapsulates best practices for both design and processes


Topic Oriented Information Development

► Information created and managed as modular chunks (topics)

► Topics become the building blocks of your information products

► Topic Characteristics*

Discrete units of information covering a specific subject with a specific intent

Small enough to promote reuse across multiple contexts and output media

Large enough to be easily authored and large enough to be readable and coherent

Organizable into a wide variety of structures from linear to networked

*Source: CIDM, JoAnn Hackos


People, process, technology, and content:The enterprise with self-describing content





3. What are the people, process, and technology enablers for EIM?




Through 2010, organizations implementing both customer data integration and product information management MDM initiatives will link these efforts as part of an overall enterprise information management program (0.7 probability).


Collaborative

AuthoringCMS of Topics

FAQs

Procedures

Specs

Best Practices

Learning

Web Self Service

Contact Center

Knowledge Base

email /

chat

web phone

publications

new issue

known issue

Product Design

Info Dev

Support

Customers

DITA

DITA

DITA

DITA

user generatedcontent

notification

RSS

RSS

Example 1: Structuring Product Information

► Structured content analysis for knowledge workers in product teams, call center► XML editing embedded into enterprise applications (e.g. PLM, CRM)► XML/DITA for enterprise product-related publishing► Structured WIKI and blogs for

User-generated Content (UGC)

XML

XM

LX

ML

XML

XML

XML

XM

L


eCommerce

site

3rd Party Sites: Retailers Communities

► Data/document convergence solutions for knowledge workers in marketing and e-commerce

► XML editing embedded into e-commerce and e-merchandizing► DITA / XML for enterprise publishing of marketing communications► Structured editor, WIKI and blogs for UGC on retail sites (ActiveX, AJAX)

Example 2: Structuring e–Commerce Content

Collaborative

AuthoringCMS of TopicsProduct Catalog

Feature / Benefits

Specs

Reviews

Ad Content

Product

Marketing

eCommerce

reviews

purchases

DITA DITA

DITApurchases

reviews

RSS

RSS

blogs

Customers

news

notification

newsnotification

forumsXML

XM

L

XML

XM

L

XM

L

Merchandizing

(e.g. atg)

XML

Mar-Comm


xfy - Display and Analyze Content Exposed through XML

Web Services(SOAP, WSDL)

XML XML

DEF

HIJ

ABC

Sales History

ABC

DEF

2003 2004 2005

HIJ

Delivery LogITEM ORDER CUST SHIP

Customer News

Customer Service HistoryProd PTR Act Date XMLXML Press Releases

ABC

ABC

ABCABCABC

ABCABC

DEF

HIJ

ABC

Proposals

X Query XML DocumentsXML ContentDefined SchemaDocument vocabulary

Adaptive Vocabulary

Adapter Adapter

DOM treeCompound XML schema

XML object scriptingXML object scriptingXML Engine

SQL Server, Oracle, DB2, etc.Business

Applications

ABC


Vendors Attempts At EIM Through MDM

SAP NetWeaver IBM InformationOn Demand

Oracle Fusion Middleware

Large vendors focus on master data management …one part of an overall EIM program.

Source: Gartner


Case Studies


Global Shipping and Logistics company

► Key issues: HR Policies and Procedures (litigation is driver) Operations procedures – Sharing best practices in operations

worldwide (compliance, localization of practices and language are keydrivers)

► Implementing ECM infrastructure► Implementing XML and topic-oriented authoring, review, and

content management► Exploring Knowledge Management

Governance Technologies Content models – including DITA for self-describing content


Leading Tobacco Products company

► Key issues: Document discovery (consumer and regulatory litigation

is key driver) Knowledge management – sharing of R&D across units

is a secondary factor

► Implementing DITA / XML for R&D documents► Implementing topic-oriented content management► Implementing topic-oriented review / approval and

workflow


Auto Manufacturer

► Key issues: Regulation / Litigation (TREAD act - Transportation Recall

Enhancement, Accountability, and Documentation) – discovery of all documents related to vehicle product safety issues – who knew what, when

Compliance – getting employees to adhere to records management and content classification procedures

Issue: Office documents are not self-describing, need to be classified manually.

► Implementing EIM for product related documents, records management

► Considering XML as an aid to making content self-describing

Date post:	18-Dec-2015
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