- Service: Customer Experience
A successful approach to ECM must begin with a defined strategy for enterprise content, informed by requirements of your users, and inclusive of a governance model and approach that is streamlined and intuitive.
- Is your enterprise content fragmented across organizational silos and/or legacy systems that leads to poor communication, unsecured data, and increased costs?
- Can you quantify the amount of time your organization spends devoted to managing content (storing and moving documents, searching for information, sharing document versions, etc.) today?
- Has adherence to regulations or compliance been a barrier to utilization and adoption?
- Are you overwhelmed by technologies required for storing documents, sharing information, and completing approval processes?
- Has your organization made investments in knowledge management, document management or data sharing tools only to realize limited results?
Enterprise Content Management is more than just technology
So many definitions exist for ECM, but what does it really mean? ECM isn’t just about selecting a software package that will manage enterprise-level content. The Association for Information and Image Management (‘AIIM’), the community that provides education, research and best practices for ECM, defines it as follows: “The strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to organizational processes.” ‘Content’ itself can be any information you work with – including documents, emails, web page content, media files, and workflow tasks. ECM tools and strategies allow the management of an organization’s unstructured information, wherever that information exists.
It is clear that ECM goes far beyond a set of folders on network drives that store your electronic and scanned documents. A well-developed, organization-wide approach to ECM has many benefits:
- Improve employee productivity by streamlining and automating daily processes
- Enhance “find-ability” and overall information access
- Increase content reuse to support new initiatives
You say you want a content management revolution
There are so many tools available that tout features and capabilities that will revolutionize your organization by “magically” organizing content. The truth is that the “revolution” starts with a proven approach that can be understood through four key lenses: Strategy, People, Process, and Technology. By viewing ECM through these lenses, you can get a full picture of the current situation and develop a complete, multi-dimensional solution.
Four Lenses of Enterprise Content Management
Strategy: Align the approach to ECM with your overall organizational strategy, vision, and goals.
- Does your current approach to ECM help support growth goals?
- How can your ECM approach facilitate organizational alignment to your strategic imperatives?
- Could your ability to provide excellent customer service be enhanced by a more cohesive ECM approach?
People: Consider who requires access to your enterprise content – and how, when, and how often they require access the content.
- What initiatives in connection with ECM can help support your people?
- How can ECM improve daily efficiency through enhanced information access and collaborative platforms?
- Are there parts of your organization that could quickly benefit from simple ECM enhancements?
Process: Optimize processes, workflow, and governance to facilitate adoption and reduce regulatory and compliance burdens in managing content. Regardless of the technology platform you choose, an effective approach to ECM depends on the buy-in of your entire organization. The implementation of any tools or processes in connection to your ECM approach is only as successful as their adoption.
- Which processes take too much time or require too many painful, manual steps?
- How can content governance processes be streamlined to ensure ECM becomes integral to all functional areas of your organization?
- What workflow processes can be automated using ECM tools and initiatives?
Technology: Implement technology that aligns with the strategic, user, and process requirements of your business.
- What technology platform is the organization able to support?
- Are there options that can integrate with other key applications to maximize seamless workflow?
Putting ECM into practice
It’s often easy to talk about ECM in broad terms, but how do you translate a concept into tactical solutions that you can implement to make your employees more productive and efficient? In our experience, when implementing tactical solutions around ECM, there are three primary categories that can be pursued independently as point solutions to supplement existing ECM functionality, or in concert with one another for a full ECM solution:
- Document and record management
- Portals and collaboration sites
- Web content management
How West Monroe Can Help
West Monroe Partners offers a variety of services to help you define and implement your ECM strategy – whether it relates to document and records management, portals and collaboration sites, web content management – or a combination of these three categories. We specialize in the following services:
- Technical assessment
- Discovery and design
- User experience design and usability assessments
- Platform implementation and functionality customizations
- Post-implementation support and managed services
- Governance strategy and implementation
- Knowledge management and portal strategy
See how we are helping organizations just like yours take the first step. That’s business in the right direction.