AIIM Knowledge Center Blog

Industry Perspectives: Nuxeo

 

 Submitted by Bob Larrivee Director/Industry Advisor – AIIM

I had an opportunity recently to discuss our industry with Cheryl McKinnon, Chief Marketing Officer for Nuxeo. Cheryl has more than 16 years experience in Enterprise Content Management and a keen interest in the challenges facing information workers in the increasingly electronic and online work environment with a focus on current and emerging trends in information management, social media for business and the rise of open source. Here are excerpts of our conversation. 

Bob: Please describe your company and role.

Cheryl: I joined Nuxeo as their first Chief Marketing Officer in September 2009. Nuxeo is a Paris headquartered ECM company, in its second full year of North American operations after a decade of success in Europe.  My team and I look after all aspects of global marketing – corporate marketing, field marketing, product marketing and partner marketing. 

Nuxeo uses an open source software development model. We derive our value not from license sales, but from helping clients successfully deploy their content management applications.  Our business model is built around revenue derived from the sales of maintenance and support subscriptions, supplemented by training and professional services.

We are often asked: where can Nuxeo fit in this consolidating and commoditized ECM market? Our response is that we are on the forefront of the next wave of ECM vendors.  Products built in the 1990s are now reaching the natural end of their useful product lifecycle. Our focus is investing in the technical strength of our underlying platform – our Nuxeo Enterprise Platform is built specifically to be extended and embedded in any number of 21^st century content applications.  Content is now created in the world of mobile, social, open and interoperable; it's the world we have been architected to meet.

Bob: What do you think are some of the important issues facing business organizations today? (Technology and/or non-technology)

Cheryl: Businesses are constantly challenged to find balance between opposing forces.  The rapid disconnect between inexpensive or free consumer applications and clunky, complex enterprise applications has forced companies to adapt and welcome some disruption or retrench and become defensive. ECM vendors, unfortunately, have contributed to some of this confusion with the pervasive compliance as a cudgel message over the last few years. Now is the time for a new focus on content management as an enabler of safe collaboration and a platform by which business can become agile in the fast-paced information economy. Where do I see the key debates?

Closed vs. Open

This debate manifests itself in several places. For IT managers it is figuring out how and where open source products can be used to fast-track development projects and reassert more ownership over the technology platforms being used to solve their business problems, and becoming less dependent on closed source vendors who aren't investing in roadmap innovation.  This will be interesting to watch over the next couple of years, as the IT acceptance of open source for infrastructure (operating systems, databases, utilities) moves into the realm of the information worker – enterprise content management, web content management, business intelligence, etc.

It's also the debate that influences much of the Enterprise 2.0 debate.  Closed work processes, barriers between work teams, fear of disclosure to outside parties, lack of trust of information workers – the struggle to encourage information sharing not only across the organization, but into the extended marketplace of partners and customers is still causing angst in many corporations. Finding the right balance between lock down and sharing, distribution of information inside vs. outside the firewall is essential for each organization to figure out – and there is no one correct answer that fits every type of company.

Destroy vs. Preserve

The seek and destroy message inspired by the e-discovery market needs to be balanced with a respect for corporate memory. Of course companies ought to clean house of irrelevant paper and electronic content – get rid of the noise, reduce storage costs, eliminate burden of searching, sort and disclosure when legal issue arises.  But at what point does sensible destruction of obsolete transactional content begin to erase the more substantive content that might have value we don't immediately see today?

This is perhaps more of an issue for public sector, but also for institutions and enterprises who shape our world – what value do we place on the needs of future institutional or corporate historians?  At what point to we risk companies not being able to learn from past mistakes because the record has been wiped clean?  The Records Management profession needs help their enterprises find the right balance between RM as a foundation for corporate memory preservation and RM as merely legal discovery smoking gun eraser.

Cut Costs vs. Invest for the Future

It's easy to slash costs by halting projects that don't contribute to today's bottom line. Over the last two years so many industries have had to make difficult decisions to cut staff and redirect resources to stay in business. Cuts that make sense are those that help flatten decision-making processes and help evolve into a leaner, more efficient business model.  Businesses that successfully navigate the uncertainties of the last two years will be prepared to leave behind outdated assumptions about managing talent in the knowledge economy, will invest in technology to better connect and engage internally and externally, and will seek to be more responsive to their customer or citizen stakeholders. 

Companies that really understand that they're in the knowledge economy will recognize that ECM can be a competitive advantage for them.  Efficient collection, reuse, protection and distribution of their corporate work product will help them stay relevant and responsive. And we've entered an era where cost is no longer an inhibitor. The beauty of open source ECM is that organizations can get their project moving TODAY. There's no barrier to starting, regardless of where the budget approval sits. Zero cost to download and begin testing and prototyping means building a platform for corporate content applications can happen without the sales cycle theater charade imposed by the legacy vendors.

 

Bob: Based on your experience and findings, how do you feel business organizations can prepare?

Cheryl: Organizations can best prepare for any of the challenges described in the previous question by really analyzing where and how content drives their business. Tracing the flow of content through some of the most essential processes – thinking horizontally – can be an illuminating exercise. Mapping out the hand-off points between teams, figuring where defaulting to more open access removes workflow steps, helping demonstrate dependencies across business units – this can form the basis for innovative redesign of internal processes.

Companies that are still stuck in the proverbial content silos are those that tend to be structured vertically – whether because of org chart or technology choices limit content re-use.  If organizations can map out those most essential business processes: procurement, lead generation, product design, customer service, or others inside their specific industry value chain, and understand where content gets created or consumed along the way, it becomes easier to envision applications to support the business. Content needs to be viewed across its natural business lifecycle – not just its disposition lifecycle once it loses its relevance.

 

Bob: What future role do you see for education for vendors, systems integrators and users?

Cheryl: ECM education can be most valuable when it helps connect the technical, business and governance interests that often are cohesive inside an organization. We've been talking about the importance of cross-functional planning teams for years, but I think the time is right to keep accelerating this message.  More and more business users are tech-savvy: the rise of the web for personal and consumer use, of social networks and low cost laptops and smart phones means people are far more open to engaging with technology when the purpose is clear.  Designing and deploying clear, meaningful applications with well-articulated purpose – ie, 'why' content needs to be managed to meet the needs of the business – will lead to success. 

This approach also directly supports the need to look at content horizontally – from its creation/capture, through revision and collaboration cycles, to publication through multiple channels, to sensible retention, preservation or disposal phases. Thinking of the technical, business and legal/governance issues as three layers across a horizontal process rather than three separate spheres is where education can help shape better ECM success.

I've always believed that education is the primary purpose of marketing. Helping organizations think about their content management challenges and making them aware of possibilities to improve their business. 

 

One of the areas of ECM education I intend to develop over 2010 is to be vocal about the fact that some of the assumptions we adopted in the 1990s that are no longer relevant.  ECM needs to be for everyone. The 2006 Federal Rules of Civil procedure affirmed this: it no longer matters whether a company is big, small, private or publicly traded. Everyone has the challenge of electronically stored information that might be subject to legal disclosure one day.

Thus, ECM has necessarily become a commoditized technology space – Microsoft Sharepoint has done wonderful things by getting basic content management features and concepts into the hands of mainstream business users. And the new generation of open, interoperable, flexible ECM platforms, such as Nuxeo, will expand to fill the gaps for more complex or unique content management applications far more rapidly than the rigid, closed, heavy footprint architectures of last-century products.

 

Bob: Do you have any other insights for our readers?

Cheryl: I can't remember the last time the ECM world has been so full of excitement and potential. This is a fascinating place to be, and career opportunities for IT or business professionals who want to invest in this space I believe will abound. This is a great time for AIIM's education program to help drive ECM into its next phase.

I'd like to see open source ECM drive entirely new sources of demand for content management professionals.  Working with organizations that previously didn't deploy because of the very high up-front costs, or with organizations that want to have more control over their application building and customizations, with domain experts who want to design entirely new vertical applications for specific industry use cases, and with companies that are already technically savvy and don't want to sit idly, waiting for vendors to get around to their enhancement requests... this is the new world of opportunity that now opened up.

Thank you for sharing your views with me and our audience. I wish you and Nuxeo all the best and will be watching and listening as you progress.

Current Contact Information for Cheryl McKinnon – Chief Marketing Officer, Nuxeo

Email:              cmckinnon@nuxeo.com

Blogs:              http://blogs.nuxeo.com/cmckinnon/   http://candyandaspirin.blogspot.com

Linked In:         http://www.linkedin.com/in/cherylmckinnon

Twitter:                        @CherylMcKinnon

Skype               CherylLMcKinnon

SlideShare       http://www.slideshare.net/CherylMcKinnon

 

 

Bob Larrivee - AIIM

Email: Bob Larrivee – AIIM blarrivee@aiim.org 

Follow me on twitter – BobLarrivee

Do I know you?

 

 Submitted by Bob Larrivee - Director/Industry Advisor

Do I know you? This question we are sometimes asked when we are approached by someone who thinks we look like someone they know or that we ask when someone approaches us and we are not sure of who they are. (Well, note that I said sometimes, as we are not always willing to admit we do not recognize the person.)

It is also a question asked in ECM implementations where we incorporate recognition software into our solution. We of course do not ask the question but rather the recognition software does and poses its question to a reference database to see if there is a match. I know, I am simplifying this process but in essence, this is what happens. When we use recognition software the software makes a determination as to what is there and then takes action according to how we want to use the results which in many cases, is to use it as metadata for populating index fields of a database. When there is a questionable character, it is presented to a human for clarification and the resulting answer is then stored and used as reference in future recognition activities.

Today we are also seeing recognition technology used for facial recognition, voice, and now even objects. Imagine a world where you can aim a camera at something like a leaf for example, and the software recognizes this leaf based on its characteristics then provides you with the cataloged results so you now know that the plant is mint or sage. The concept is now becoming real and shown in a montage video by Microsoft Office Labs. Imagine the possibilities of capturing anything at all, having it recognized and cataloged automatically and stored properly for retrieval at a later time.

In my view, this is a wonderful thing and I hope it comes to fruition quickly as it will be a great tool for business and for learning. Imagine taking your children or grandchildren for a hike through the woods and using this technology to teach them about nature, they can use their camera to record what they have seen and at the same time, have the software inform them of what they are looking at. Of course I hope it is also quick enough to let them know they are looking at Poison Ivy and should not touch it.

What say you? Are you using recognition software beyond text conversion? What are your thoughts on this topic?

Have you checked out the newest AIIM resource available to you? AIIM Communities is a new source of information and discussion center where industry experts are sharing their points of view though blog posts within the various practices of the AIIM Communities. I invite and encourage you to visit and experience this new venue for yourself.

Email: Bob Larrivee – AIIM blarrivee@aiim.org 

Follow me on twitter – BobLarrivee

 

Are you a Thought Leader?

 

Submitted by Bob Larrivee, Director/Industry Advisor

 The term itself implies one must have thought before one can become a “Thought Leader” and since we all have thoughts, we must now explore the term in whole. In researching the term, I found reference that the term thought leader was first used in the mid-1990s by Joel Kurtzman, Editor-in-Chief of Strategy and Business magazine which was a Booz, Allen, Hamilton publication. Kurtzman used this term to designate or differentiate those who he interviewed who had business ideas he felt were worthy of attention and subjects of interest for his readers. Since then, the term has been used to describe individuals or organizations that have been able to enhance current practices with new or innovative changes.

 

Taking this into consideration, we can now look at our organizations and ourselves to assess at a high level, do our ideas merit attention this type of attention? Do they have business value such that it would or could have a positive impact on our business and perhaps the business of others? For example, if you consider the basic elements of Enterprise 2.0 where shared information and knowledge exchange might be the focus, how would or could you modify the way an organization collaborates internally and perhaps externally to develop new products, services, revenue streams or improve operating efficiencies? The use of wikis for sharing ideas and blogs as a means to communicate along with shared workspaces that offer document control features. The point is to take a step back, look at the variables available to you, then explore the options.

 

In my view, we are all thought leaders to a certain degree. What differentiates us is recognition as one who is able to provide value. It is one thing to say we can do this better and another to say here are some options to make it better. Look at your environment and think about where there is room for improvement and how to make those improvements. Develop suggestions on steps to explore and the potential benefit each would deliver. If you run into an area where your expertise is limited, seek the advice of others or get additional training in those areas and increase your knowledge level. We all have thoughts and ideas. As a simple exercise, think about how and where you could leverage wikis and blogs for the benefit of the organization. Start in your own department and develop a plan on how it would work and the benefit it would bring. I also encourage you to look at something being presented and try to think of it in a different perspective. If the company is spending money on a document management solution for control and risk management, how will it also benefit the business from an efficiency and perhaps revenue generating perspective? Who knows, you could be seen as the newest Thought Leader in your company or industry.

 

 What say you? What are your thoughts on this topic and how are you managing your emails?

 

Email: Bob Larrivee – AIIM blarrivee@aiim.org 

Follow me on twitter – BobLarrivee

 

The secret word this week: Email

Once again this week we are hearing about email as a source of reference in a hearing and the problematic issue for organizations. I am of course referring to the current inquest into Goldman Sachs and the references made to internal emails between Goldman Sachs employees about how bad the products they were selling were for prospective buyers. (I left out the expletive used but suffice to say there was one in place of the word bad.) When asked by the Congressional inquisitor about the email in question, the response - I am paraphrasing here - was that it was unfortunate that it was written.

 

It is no secret that email is the major pain point in most organizations these days, not only that it exists but how it is used and what to actually keep. Controlling email use should be one of the prime focal points of any organizational policy and that policy should address appropriate use, retention, and disposition. There should be definition as to what constitutes an official record of business and how to declare it for management by the records management department. There should be similar guidelines on content and information not deemed a record but considered having enough value to maintain for a set length of time. Just as important, there needs to be extensive training so the employees are aware of these policies and monitoring of the information environment to ensure these policies are adhered to.

 

It is not my position to judge whether what they did was right or wrong, that is up to the Justice Department and other government officials. I do feel however that there are lessoned to be learned that are missed for whatever reason. You would think that after what happened to Morgan Stanley with regard to email, others would stand up and take notice, yet here we are once again with a financial institution being investigated and email becomes the focal point of interest in moving the case forward.

 

In my view, the tools are there to help manage email, and the policies in place should address email as part of the overall governance of information within the enterprise. I find it difficult to understand how and why so many companies find themselves in precarious positions due to email when it is possible to get it all under control. Maybe this time, the lesson will be learned and others will now stand up and take notice that they too could be at risk in how email is used and how it is managed.

 

What say you? What are your thoughts on this topic and how are you managing your emails?

 

Email: Bob Larrivee – AIIM blarrivee@aiim.org 

Follow me on twitter – BobLarrivee

The party's over....

 

 Submitted by Bob Larrivee, AIIM Director/Industry Advisor

 

Well here we are, the week after AIIM 2010, the largest ECM focused event on the planet which was held in Philadelphia. As a new acquaintance of mine, Millie from West Philly put it, “you can see a lot of things here but what does it all mean?” Well Millie, you are right, we did all see a lot of things there and now it is time to digest what was seen and heard, try to make sense of it all and take that back to our organizations where it will be useful. I had a great opportunity to meet with several vendors who I felt had something different to say or show and will now try to present that here to you, hopefully doing it justice.

 

Kiosks were an interesting topic of discussion and while I heard of several, one was there and stood out in the Hyland Software booth that held the label of PFU Systems, a Fujitsu company. This device is designed for general access and the application shown by Hyland focused on public documents like land records. The kiosk and application can also manage payments was presented as being HIPAA and ADA compliant making placement more flexible. I had some experience with kiosks in the late 1990’s and while the concept was good, the culture was not ready. I think this is a winner and look forward to further adaptations where capture is extended through USB connected devices including scanners. Plustek also discussed use of kiosks in library environments and presented a full line of capture devices ranging from film scanners to scanners that bring audio to captured paper by leveraging text to speech capabilities. According to Mark Druziak, Director of Marketing, “Plustek offers a broad portfolio of specialty capture devices addressing a diverse array of formats supported by outstanding levels of customer service.”

 

Open Source and the “cloud” were topics to be found in a lot of discussions and this was no exception for Nuxeo and Digitech Systems. In the Open Source space, Cheryl McKinnon, Chief Marketing Officer of Nuxeo noted that “one of the challenges faced by many organizations is the flexibility and agility needed to link various applications together with their document management solution quickly, in order to accurately meet the information management and access needs of the organization. Nuxeo Studio provides this ability and is supported by one of the leading teams in the industry.” As for Digitech Systems, while they offer both on premise and hosted or SaaS models, they feel the levels of security, live support and increased focus on professional services to assist with integration efforts and a myriad of other services is a strong point for them. When asked what our readers should take away with them about Digitech, Sean Morris, Sales Director stated, “The Digitech SaaS offering, ImageSilo, combined with our world-class support, is the best business option available. We invite those seeking a solution to test us and find out for themselves.”    

 

In the land of recognition, Mobile was the buzz on the floor and ABBYY was at the forefront with a line of applications ranging from their business card reader which allows you to populate your phone contacts by taking a photo of a business card to ABBYY Lingvo Mobile multi-lingual dictionary for immediate translation and accurate pronunciation. Meanwhile at the CVision booth the focus was on speed referencing the ability to process up to 20 pages per second with capabilities of on the fly forms recognition all founded in over 50 years of experience. Entering the scene from Australia, David Wollstencroft of DocsCorp points out that “secure integrated workflow is essential to organizational efficiency and the ability to bring multiple output formats into a single point of access leveraging redaction and document comparison technologies is essential to the success of any organization. Recognizing this, we feel that education plays a strong role not only for our internal personnel but our clients and prospects as well.”

 

On the process automation front, Esther Apter, M Technologies CEO cited, “Today you cannot live without the tools and equipment for process management” as she coordinated a demonstration of the simplicity of the M Technologies mWorkFLOW offering using a simple dialog interface to create the various workflow scenarios for an organization.

 

In my view, while I cannot say there was any earth shattering or revolutionary unveilings this year, the underlying tone was one of focus toward increased flexibility, simplicity, and interoperability within the vendor community. I saw interesting evolutionary changes in the interfaces and the sense that emphasis is turning toward process centric implementations that enable single point of access and mobile access points to information of all types regardless of format and location. This in my opinion is a strong step forward and one that addresses the ever changing user landscape in a more direct way. Delivering the right information to the right people at the right time is what ECM is all about.

 

 What say you? Did you attend AIIM 2010 and see something you would like to share? Are you a patient who has fallen victim to a security breach? Do you have a story to tell? I want to hear from you.

 

Looking to learn more about intelligent information and process management?

 

Join us for the BPM Certificate course in:

San Francisco 05/25/10 - 05/28/10

 

Join us for the ECM Certificate course in:

San Diego 05/04/10 - 05/07/10

Denver 05/18/10 - 05/21/10

Calgary 05/25/10 - 05/28/10

Silver Spring 06/08/10 - 06/11/10

Houston 06/15/10 - 06/18/10

 

We look forward to seeing you there. Do you have several individuals who need training? Contact us to find out how a private class can save you on registration costs.

 

Bob Larrivee – AIIM blarrivee@aiim.org

Follow me on twitter – BobLarrivee and remember to visit www.aiim.org/training and www.informationzen.org, AIIM’s free social network created just for you.

After The Policy Has Been Approved

After the records and information policy is developed and approved, it needs to be communicated to your employees.  There should be more than one announcement, or communication, to the employees and training may very well be needed if the policy is comprehensive.

The first step is to publish the policy widely using all of the communications methods available to the organization.  These could include the following:

-           Organizational newsletter.  Not all organizations have these, but those that do often see them read by the majority of employees. These could be printed or electronic; the important point is that the policy or, at least, reference to it and its location should be published in the newsletter and perhaps should be published numerous times.

-           Email blasts, posting to the intranet, posting to the portal, or posting to the organization blog or blogs.  These are all variations on the theme of publishing the policy electronically.  The nice thing about these is that the same content can be distributed quickly and easily through a variety of mechanisms, making it difficult for your employees to miss.

-           Through meetings, workshops, or facilitated sessions.  These group sessions might be conducted by the policy team, business unit leaders, senior management, or even an outside facilitator.  The goal is to quickly disseminate the policy, while at the same time, soliciting feedback through discussion.  The more questions that can be answered, the easier it will be to get compliance with your policy.

-           Through one-on-one counseling.  This is more often required for employees who are reluctant to embrace the new policy.

-           And as part of the new employee orientation and in the employee manual.  The easiest time to train your users on the policy is when they first join the organization because the new policy will be the only one they know.

Next, and perhaps, as part of the publication process, your organization must train users on the expectations for compliance with the policy. Senior management must show their support for the policy and reinforce the expectations that the policy is to be followed.

Users must be trained on HOW to comply with the policies and related procedures. They must understand exactly what is required and in what fashion it must be executed. This training should also be made available for review and delivered as a periodic refresher.

Your organization should make job aids and references available to the staff. These could include:

-          The records management and/or email policy, itself

-          Training materials

-          Decision flows, where appropriate

-          Samples, for example, of what the staff will see when they capture their electronic records.

Your organization must provide time for staff to come into compliance with the new requirements. An organization that has not had their staff drag and drop their files and emails into a structured repository cannot reasonably expect users to properly capture 100 percent of their content. The time period required to adjust will vary according to the size and complexity of the organization and the requirements of the policy, but it need not be lengthy.

Once you have implemented the policy, your organization will need to monitor for compliance with it.  This could be done in a number of ways, including active system monitoring where applicable and legal, statistical sampling of records captured, or setting rules up to monitor, or block, certain types of content or attachments.

The organization should also solicit feedback about the policy, both positive and negative.  This could be done through meetings or workshops, surveys, or anonymous suggestions.  But often, the only way users will willingly volunteer feedback is when something goes wrong; better to ask before that happens.

You may need to provide refresher training as required.  For a records and/or email policy, this might happen every year or when users change roles.  And users should certainly receive training when procedures are updated.

Tell us about your experiences in implementing new policies?

Tell us about the ways of communication and training that worked for you and, perhaps, so that were not as useful?

Join us for an ERM Certificate course in:

• Chicago                05/11/10 - 05/14/10
• Toronto                06/22/10 - 06/25/10

Students who are Certified Records Managers (CRM) should apply for ICRM maintenance credits at a rate of 6.5 credits per classroom day! 

 

Join us for an EMM Certificate course in:

• Silver Spring       05/04/10 - 05/07/10

We look forward to seeing you there!

Carl Weise – AIIM            cweise@aiim.org

Also, visit www.aiim.org/training and www.informationzen.org – AIIM’s free social network created just for you.

As the excitement builds....

 

  by Bob Larrivee, AIIM Director/Industry Advisor

 

Not long from now the official opening of AIIM 2010 will begin here in Philadelphia. There is a great lineup of sessions, speakers and vendors that promise to bring new ideas, fresh products and a variety of perspectives to the forefront. If the excitement of the attendees at yesterday’s AIIM Preconference Training sessions is an indicator, there is a significant increase in awareness and drive to move organizations forward in their efforts to better manage content and processes.

 

If you are in the greater Philadelphia area, take time to stop in and join in the excitement.

 

I'm the customer!

 

 Submitted by Bob Larrivee, AIIM Director/Industry Advisor

 

 

 

Technology is a wonderful thing but I think it is at times, overused. As two examples, I had to go to the bank today and also file a claim on a defective USB Broadband stick for my PC. (I must have been working so hard the stick burned itself up, literally!) Anyway, when I went to the bank’s drive up window the only lanes open were the distant lanes with the tube you use for transactions. The drive up window with the slide out tray is no longer there and the windows have been sealed with a reflective metal. The teller interacted with me via video/audio link. This was apparently done as a precautionary measure of security. I suppose if I want the personalized feeling, I will now have to enter the bank as opposed to using the drive up going forward.

 

In the case of my USB Stick, I phoned the carrier and was immediately put into the endless automated systems loop with the voice recognition interface. When asked who I was, I answered that I am a customer and the system did not recognize it. I was then moved into another loop where once again I was moved through a series of questions until I finally reached a point where the system sent to a customer service representative. (Note: there was no way to exit the voice system using the keypad.) This agent cordially listened to my situation, assessed the problem and found a resolution. Replace the defective device, a solution with which I fully agree. At this point, I was redirected to the division that handles claims and once again placed into the netherworld of automated systems. The upside of this one is that it only took answering four questions before I was transferred to a live person.

In my view, technology is a wonderful thing and when applied correctly to the right situation, it is an excellent tool to maximize efficiency and lower costs but you have to also consider alternatives from the customer perspective, and yes, I am the customer. While these systems are good, the key to all of this is the customer experience. When I go to the drive up window of the bank, I do not want a video interface I enjoy seeing the live person and the interaction that follows. If I wanted to interact with technology, I would have just gone to the ATM which may in fact be what they want anyway.

 

In the case of the support line for my Broadband carrier, there should be a way to bypass all of the nonsense of answering to a recognition system that cannot recognize, and allow me to make a keypad selection that sends me right to the representative who will only ask me all of the same questions I tried to answer to begin with. That brings up another point in using technology. If I provided you with the information already, and it is in theory in your system, why do I have to constantly repeat myself every time I am passed to the next in line of your process? Shouldn’t the information I provided transfer and move through the process with me automatically? Something to think about when designing your processes and implementing automation technology; the customer experience. Be one and see how you like your own company when you are done.

 

What say you? Have you been your own customer and how well do you apply automation technologies? Do you have a story to tell? I want to hear from you.

 

Looking to learn more about intelligent information and process management?

 

Join us for the BPM Certificate course in:

San Francisco 05/25/10 - 05/28/10

 

Join us for the ECM Certificate course in:

San Diego 05/04/10 - 05/07/10

Denver 05/18/10 - 05/21/10

Calgary 05/25/10 - 05/28/10

Silver Spring 06/08/10 - 06/11/10

Houston 06/15/10 - 06/18/10

 

We look forward to seeing you there. Do you have several individuals who need training? Contact us to find out how a private class can save you on registration costs.

 

Bob Larrivee – AIIM blarrivee@aiim.org

Follow me on twitter – BobLarrivee and remember to visit www.aiim.org/training and www.informationzen.org, AIIM’s free social network created just for you.

Designing a Training Program for an ERM Implementation

Submitted by Carl Weise, Industry Advisor

 

As we implement an ERM environment within our organizations, training is critical.  It starts with the development of a training plan.  This plan describes what content is to be delivered, to what audiences, and in what fashion.   Training will need to be provided on records management concepts and the importance of records management broadly.  It should also address organizational records management concepts, policies, and expectations.  It needs to identify the responsibilities for records management across the organization and according to role. 

 

The plan should also identify different specific training needs for records managers, for support staff, for other specialized staff such as IT and legal, and for management.  This last may not be training as much as awareness and education.  The plan will outline how to acquire the training – in other words, whether the organization will create all of its own training materials, whether it will acquire them from a third-party for internal delivery, whether it will simply hire a third-party training firm to deliver the content in some fashion, or some combination of these. 


Each of these approaches will require different levels of resources, different types of expertise, and will result in a different approach to the design of the training content and the training process.  The plan needs to identify which approaches to take with regards to delivery of the training.  Options can range from instructor-led, face-to-face training, immersive online courseware, to a simple self-study training manual.  Formal training should be supported by exercises, handouts, and additional references.

 

 Finally, if your organisation will deliver content using your instructors, there will need to be a step in the process to train the prospective trainers, not only on the course materials, but also on adult learning theory, how to teach the content and how to run the exercises. Some form of ‘training needs analysis” should be undertaken as part of this planning.   You will need to:

- Identify the current baseline competencies of general users and specialized staff in IT, records management, and legal; and

 - Determine what users and other relevant parties need to know in order to use the ERM environment effectively, given the expected level of support.

 

 Once, you understand the training needs, you can determine:

 - The best ways and means of ensuring that users have the requisite level of skills by the time the environment goes live and they have to use it.   This may include a mixture of face-to-face briefings, classroom training and/or online training,

 - What level of support will be required after go-live and the best way to deliver this support?

 - What type of ongoing or refresher training is required for general users?

 - What type of training is required for specialized users?

- What type of training is required for the system administrators and support staff?

 

AIIM’s ERM Practitioner Course is an excellent tool to bring awareness and a sound understanding of electronic records management to your staff!

 

Tell us about your successes in developing training programs for your staff.

What challenges have you faced in providing records management awareness to your organizations?

 

Join us for an ERM Certificate course in:

• Chicago           05/11/10 - 05/14/10
• Toronto           06/22/10 - 06/25/10
  

Students who are Certified Records Managers (CRM) should apply for ICRM maintenance credits at a rate of 6.5 credits per classroom day! 

 

Join us for an EMM Certificate course in:

• Silver Spring    05/04/10 - 05/07/10
  

We look forward to seeing you there!

Carl Weise – AIIM       cweise@aiim.org

Also, visit www.aiim.org/training and www.informationzen.org – AIIM’s free social network created just for you.

Designing a Training Program for an ERM Implementation

Submitted by Carl Weise, Industry Advisor

 

As we implement an ERM environment within our organizations, training is critical.  It starts with the development of a training plan.  This plan describes what content is to be delivered, to what audiences, and in what fashion.   Training will need to be provided on records management concepts and the importance of records management broadly.  It should also address organizational records management concepts, policies, and expectations.  It needs to identify the responsibilities for records management across the organization and according to role. 

 

The plan should also identify different specific training needs for records managers, for support staff, for other specialized staff such as IT and legal, and for management.  This last may not be training as much as awareness and education.  The plan will outline how to acquire the training – in other words, whether the organization will create all of its own training materials, whether it will acquire them from a third-party for internal delivery, whether it will simply hire a third-party training firm to deliver the content in some fashion, or some combination of these. 


Each of these approaches will require different levels of resources, different types of expertise, and will result in a different approach to the design of the training content and the training process.  The plan needs to identify which approaches to take with regards to delivery of the training.  Options can range from instructor-led, face-to-face training, immersive online courseware, to a simple self-study training manual.  Formal training should be supported by exercises, handouts, and additional references.

 

 Finally, if your organisation will deliver content using your instructors, there will need to be a step in the process to train the prospective trainers, not only on the course materials, but also on adult learning theory, how to teach the content and how to run the exercises. Some form of ‘training needs analysis” should be undertaken as part of this planning.   You will need to:

- Identify the current baseline competencies of general users and specialized staff in IT, records management, and legal; and

 - Determine what users and other relevant parties need to know in order to use the ERM environment effectively, given the expected level of support.

 

 Once, you understand the training needs, you can determine:

 - The best ways and means of ensuring that users have the requisite level of skills by the time the environment goes live and they have to use it.   This may include a mixture of face-to-face briefings, classroom training and/or online training,

 - What level of support will be required after go-live and the best way to deliver this support?

 - What type of ongoing or refresher training is required for general users?

 - What type of training is required for specialized users?

- What type of training is required for the system administrators and support staff?

 

AIIM’s ERM Practitioner Course is an excellent tool to bring awareness and a sound understanding of electronic records management to your staff!

 

Tell us about your successes in developing training programs for your staff.

What challenges have you faced in providing records management awareness to your organizations?

 

Join us for an ERM Certificate course in:

• Chicago           05/11/10 - 05/14/10
• Toronto           06/22/10 - 06/25/10
  

Students who are Certified Records Managers (CRM) should apply for ICRM maintenance credits at a rate of 6.5 credits per classroom day! 

 

Join us for an EMM Certificate course in:

• Silver Spring    05/04/10 - 05/07/10
  

We look forward to seeing you there!

Carl Weise – AIIM       cweise@aiim.org

Also, visit www.aiim.org/training and www.informationzen.org – AIIM’s free social network created just for you.