Do you understand?
Submitted by Bob Larrivee, AIIM Director/Industry Advisor
This seems like a simple question but in reality, while we think we understand and believe others understand us, it is not always the case. For example, if I ask you about business drivers and issues, what would your response be? To put it in simple terms, what is moving you and your business in a certain direction and what barriers do you face in doing so? As an example, a business driver might be increased competition, loss of market share and even legislative mandates. Issues that slow your ability to meet these changes might include slow response times, poor communications and lost information.
One of the first things to do when you embark upon an ECM journey is to assess the general understanding of those involved in your project. There needs to be a common understanding of terms and definitions. If I use the acronym ERM to discuss records, I also need to define it as Electronic Records Management and not Enterprise Records Management or Enterprise Report Management. It needs to be placed in context, clearly, so that others do not misinterpret your intent.
In my view, this is a typical communication issue and one that is easily resolved by providing the definitions for all rather than making assumptions that everyone knows the context of reference in your mind. Formulate a communication plan for your project and provide a glossary that will enable others to understand your perspective. Starting out from the same place and having a clear understanding of terms can make a huge difference in the end result.
What say you? Have you developed your communication plan and glossary? Do you have a story to tell? I want to hear from you.
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Bob Larrivee – AIIM blarrivee@aiim.org
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