Tag Archives: AIIM

AIIM breakfast meeting on Feb 16: digital transformation and intelligent capture

AIIM TorontoI’m speaking at the AIIM breakfast meeting in Toronto on February 16, with an updated version of the presentation that I gave at the ABBYY conference in November on digital transformation and intelligent capture. ABBYY is generously sponsoring this meeting and will give a brief presentation/demo on their intelligent capture and text analytics products after my presentation.

Here’s the description of my talk:

This presentation will look at how digital transformation is increasing the value of capture and text analytics, recognizing that these technologies provide an “on ramp” to the intelligent, automated processes that underlie digital transformation. Using examples from financial services and retail companies, we will examine the key attributes of this digital transformation. We will review step-by-step, the role of intelligent capture in digital transformation, showing how a customer-facing financial services process is changed by intelligent capture technologies. We will finish with a discussion of the challenges of introducing intelligent capture technologies as part of a digital transformation initiative.

You can register to attend here, and there’s a discount if you’re an AIIM member.

You can read about last month’s meeting here, which featured Jason Bero of Microsoft talking about SharePoint and related Microsoft technologies that are used for classification, preservation, protection and disposal of information assets.

AIIM Toronto seminar: @jasonbero on Microsoft’s ECM

I’ve recently rejoined AIIM — I was a member years ago when I did a lot of document capture and workflow implementation projects, but drifted away as I became more focused on process — and decided to check out this month’s breakfast seminar hosted by the AIIM Toronto chapter. Today’s presenter was Jason Bero from Microsoft Canada, who is a certified records manager and information governance specialist, talking about SharePoint and related Microsoft technologies that are used for classification, preservation, protection and disposal of information assets.

He started out with AIIM’s view of the stages of information management (following diagram found online but almost certainly copyright AIIM) as a framework for describing where SharePoint fits in and their new functionality:

There’s a shift happening in information management, since a lot of information is now created natively in electronic form, may be generated by customers and employees using mobile apps, and even stored outside the corporate firewaall on cloud ECM platforms. This creates challenges in authentication and security, content privacy protection, automatic content classification, and content federation across platforms. Microsoft is adding data loss prevention (DLP) and records management capabilities to SharePoint to meet some of these challenges, including:

  • Compliance Policy Center
  • DLP policies and management
  • Policy notification messages
  • Document deletion policies
  • Enhanced retention and disposition policies for working documents
  • Document- and records-centric workflow with a web-based workflow design tool
  • Advanced e-discovery for unstructured documents, including identifying relevant relationships between documents
  • Advanced auditing, including SharePoint Online and OneDrive for Business as well as on-premise repositories
  • Data governance: somewhat controversially (at my table of breakfast colleagues, anyway), this replaces the use of metadata fields with a new “tags” concept
  • Rights management on documents that can be applied to both internal and external viewers of a document

AIIM describes an information classification and protection cycle: classification, labeling, encryption, access control, policy enforcement, document tracking, and document revocation; Bero described how SharePoint addresses these requirements, with particular attention paid to Canadian concerns for the local audience, such as encryption keys. I haven’t looked at SharePoint in quite a while (and I’m not really much of an ECM expert any more), but it looks like lots of functionality that boosts SharePoint into a more complete ECM and RM solution. This muscles in on some of the territory of their ISV partners who have provided these capabilities as SharePoint add-ons, although I imagine that a lot of Microsoft customers are lingering on ancient versions of SharePoint and will still be using those third-party add-ons for a while. In organizations that are pure Microsoft however, the ways that they can integrate their ECM/RM capabilites across all of their information creation, management and collaboration tools — from Office 365 to Skype For Business — provides a seamless environment for protecting and managing information.

He gave a live demo of some of these capabilites at work, showing how the PowerPoint presentation that he used would be automatically classified, shared, protected and managed based on its content and metadata, and the additional manual overrides that can be applied such as emailing him when an internal or external collaborator opens the document. Documents sent to external participants are accompanied by Microsoft Rights Management, providing the ability to see when and where people open the document, limiting or allowing downloads and printing, and allowing the originator to revoke access to the document. [Apparently, it’s now highly discouraged to send emails with attachments within Microsoft, which is a bit ironic considering that bloated Outlook pst files due to email attachments is the scourge of many IT departments.] Some of their rights management can be applied to non-Microsoft repositories such as Box, although this required a third-party add-on.

There was a question about synchronous collaborative editing of documents: you can now do this with shared Office documents using a combination of the desktop applications and browser apps, such that you see other people’s changes in the documents in real time while you’re editing it (like Google Docs), without requiring explicit check-out/check-in. I assume that this requires that the document is stored in a Microsoft repository, either on-premise or cloud, but that’s still an impressive upgrade.

One of the goals in this foray by Microsoft into more advanced ECM is to provide capabilities that are automated as much as possible, and generally easy-to-use for anything requiring manual input. This allows records management to happen on the fly by everyday users, rather than requiring a lot of intervention by trained records management people or complex custom workflows, and to have DLP policies applied directly within the tools that people are already using for creating, managing and sharing documents. Given the dominance of Microsoft on the desktop of today’s businesses, and the proliferation of SharePoint, a good way to improve compliance with better control over information assets.

AIIM Toronto seminar: FNF Canada’s data capture success

Following John Mancini’s keynote, we heard from two of the sponsors, SourceHOV and ABBYY. Pam Davis of SourceHOV spoke about EIM/ECM market trends, based primarily on analyst reports and surveys, before giving an overview of their BoxOffice product.

ABBYY chose to give their speaking slot to a customer, Anjum Iqbal of FNF Canada, who spoke about their capture and ECM projects. FNF provides services to financial institutions in a variety of lending areas, and deals with a lot of faxed documents. A new business line would have their volume move to 4,500 inbound faxes daily, mostly time-sensitive documents, such as mortgage or loan closing, that need to be processed within an hour of receipt. To do this manually, they would have needed to increase their 4 full time staff to 10 people handle the inbound workflow even at a rate of 1 document/minute; instead, they used ABBYY FlexiCapture to build a capture solution for the faxes that would extract the data using OCR, and interface with their downstream content and workflow systems without human intervention. The presentation went by pretty quickly, but we learned that they had a 3-month implementation time.

I stayed on for the roundtable that ABBYY hosted, with Iqbal giving more details on their implementation. They reached a tipping point when the volume of inbound printed faxes just couldn’t be handled manually, particularly when they added some new business lines that would increase their volume significantly. Unfortunately, the processes involving the banks were stuck on fax technology — that is, the banks refused to move to electronic transfer rather than faxes — so they needed to work with that fixed constraint. They needed quality data with near-zero error rates extracted from the faxes, and selected ABBYY and one of their partners to help build a solution that took advantage of standard form formats and 100% machine printing on the forms (rather than handwriting). The forms weren’t strictly fixed format, in that some critical information such as mortgage rates may be in different places on the document depending on the other content of the form; this requires a more intelligent document classification as well as content analytics to extract the information. They have more than 40 templates that cover all of their use cases, although still need to have one person in the process to manage any exceptions where the recognition certainty was below a certain percentage. Given the generally poor quality of faxed documents, undoubtedly this capture process could also handle documents scanned on a standard business scanner or even a mobile device in addition to their current RightFax server. Once the data is captured, it’s formatted as XML, which their internal development team then used to integrate with the downstream processes, while the original faxes are stored in a content management system.

Given that these processes accept mortgage/loan application forms and produce the loan documents and other related documentation, this entire business seems ripe for disruption, although given the glacial pace of technology adoption in Canadian financial services, this could be some time off. With the flexible handling of inbound documents that they’ve created, FNF Canada will be ready for it when it happens.

That’s it for me at the AIIM Toronto seminar; I had to duck out early and missed the two other short sponsor presentations by SystemWare and Lexmark/Kofax, as well as lunch and the closing keynote. Definitely worth catching up with some of the local people in the industry as well as hearing the customer case studies.

AIIM Toronto keynote with @jmancini77

I’m at the AIIM Toronto seminar today — I pretty much attend anything that is in my backyard and looks interesting — and John Mancini of AIIM is opening the day with a talk on business processes. Yes, Mr. Column 1 is talking about Column 2, if you get the Zachman reference. This is actually pretty significant: content management isn’t just about content, just as process management isn’t just about process, but both need to overlap and work together. I had a call with Mancini yesterday in advance of my keynote at ABBYY’s conference next month, and we spent 30 minutes talking about how disruption in capture technologies has changed all business processes. Today, in his keynote, he talked about disruptive business processes that have transformed many industries.

John Mancini at AIIM TorontoHe gave us a look at people, process and technology against the rise (and sometimes fall) of different technology platforms: document management and workflow; enterprise content management; mobile and cloud. There are a lot of issues as we move from one type of platform to another: moving to a cloud SaaS offering, for example, drives the move from perimeter-based security to asset-based security. He showed a case study for financial processes within organizations — such as accounts payable and receivable — with both a tactical dimention of getting things done and a strategic side of building a bridge to digital transformation. Most businesses (especially traditional ones) operate at a slim profit margin, making it necessary to look at ways to reduce costs: not through small, incremental improvements, but through more transformational means. For financial processes, in many cases this means getting rid of manual data capture and manipulation: no more manual data entry, no more analysis via spreadsheets. And cost reduction isn’t the key driver behind transforming financial business processes any more: it’s the need for better business analytics. Done right, these analytics provide real-time insight into your business that provide a strategic competitive differentiator: the ability to predict and react to changing business conditions.

Mancini finished by allowing today’s sponsors, with booths around the room, to introduce themselves: Precision ContentAIIMBoxPanasonicSystemWareABBYYSourceHOV, and Lexmark (Kofax). I’ll be here for the rest of the morning, and look forward to hearing from some of the sponsors and their customers here today.

Join the AIIM paper-free pledge

Pledge_badge1AIIM recently posted about the World Paper-Free Day on November 6th, and although I’m not sure that it’s recognized as a national holiday or anything, it’s certainly a good idea. I blogged almost three years ago about my mostly paperless office, and how to achieve such a thing yourself. Since that time, I’ve added an Epson DS-510 scanner, which has a nice small footprint and a sheet feeder; it sits right on my desk and there is never a backlog of scanning.

It’s not just about scanning and shredding, although those are pretty important activities: you have to have a proper retention plan that adheres to any regulatory requirements, and a secure offsite (cloud or otherwise) backup capability to ameliorate any physical site disasters.

You also need to consider how much backfile conversion that you’ll do: I decided to back-scan everything except my financial records at the time that I started going completely paperless, then scan everything including financials from that date forward. Each year, another batch of old paper financial records reached their destruction date and were shredded, the last of them just last year, and I no longer have any paper files. If back-scanning is too time-consuming for you but you want to start scanning everything day-forward, then store your old paper files by destruction date so that you can easily shred the batch of expired files each year until there are none left.

These things – scanning, document destruction, retention plan, secure backup, backfile conversion – are the same things that I’ve dealt with at large enterprise customers in the past on ECM projects, just on a small-office scale.

AIIM Information Chaos Rescue Mission – Toronto Edition

AIIM is holding a series of ECM-related seminars across North America, and since today’s is practically in my back yard, I decided to check it out. It’s a free seminar so heavily sponsored; most of the talks are from the sponsor vendors or conversations with them, but John Mancini kicked things off and moderated mini-panels with the sponsor speakers to tease out some of the common threads.

The morning started with John Mancini talking about disruptive consumer technologies — cloud, mobile, IoT — and how these are “breaking” our internal business processes by fragmenting the channels and information sources. The result is information chaos, where information about a client lives in multiple places and often can’t be properly aggregated and contextualized, while still remaining secure. Our legacy systems, designed to be secure, were put in place before the devices that are causing security leaks were even invented; those older systems can’t even envision all the ways that information can leak out of an organization. Furthermore, the more consumer technologies advance, the further behind our IT people seem, making it more likely that business users will just go outside/around IT for what they need. New technologies need to be put in the context of our information management practices, and those practices adjusted to include the disruptors, rather than just ignore them: consider how to minimize risk in this information chaos state;  how to use information to engage and collaborate, rather than just shutting it away in a vault; how to automate processes that involve information that may not be stored in an ECM; and how to extract insights from this information.

A speaker from Fujitsu was up next, stating some interesting statistics on just how big the information chaos problem is:

  • 50% of business documents are still on paper; most businesses have many of their processes still reliant on paper.
  • Departmental CM systems have proliferated: 75% of organizations with a CM system have more than one, and 25% have more than four. SharePoint is like a virus among them, with an estimated 50% of organizations worldwide using SharePoint ostensibly for collaboration, but usually for ad hoc content management.
  • Legacy CM systems are themselves are a hidden source of costs, inefficiency and risk.

In other words, we have a lot of problems to tackle still: large organizations tend to have a lot of non-integrated content management systems; smaller organizations tend to have none at all.

We finished the first morning segment with an introduction from the event sponsors at small booths around the room:

An obvious omission (to me, anyway) was IBM/FileNet — not sure why they are not here as a sponsor considering that they have a sizable local contingent.

The rest of the morning was taken up with two sets of short vendor presentations, each followed by a Q&A session moderated by John Mancini: first Epson, K2 and EMC; then KnowledgeLake, HP Autonomy, Kodak alaris and OpenText. There were audience questions about information security and risk, collaboration/case management, ECM benefits and change management, auto-classification, SharePoint proliferation, cloud storage, managing content retention and disposal, and many other topics; lots of good discussions from the panelists. I was amazed (or maybe just sadly accepting) at the number of questions dealing with paper capture and disposal; I’ve been working in scanning/workflow/ECM/BPM since the late 80’s, and apparently there are still a lot of people and processes resistant to getting rid of paper. As a small business owner, I run a paperless office, and have spent a big chunk of my career helping much larger enterprises go paperless as part of streamlining their processes, so I know that this is not only possible, but has a lot of benefits. As one of the vendors pointed out, just do something, rather than sitting frozen, surrounded by ever-increasing piles of paper.

I skipped out at lunchtime and missed the closing keynote since it was the only bit remaining after the lunch break, although it looked like a lot of the customer attendees stayed around for the closing and the prize draws afterwards, plus to spend time chatting with the vendors.

Thanks to AIIM and the sponsors for today’s seminar; the presentations were a bit too sales-y for me but some good nuggets of information. There’s still one remaining in Chicago and one in Minneapolis coming up next week if you want to sign up.

Enterprise 2.0: AIIM’s State of the Industry Study

Dan Keldsen and Carl Frappaolo of AIIM gave a quick review of the recent AIIM study on Enterprise 2.0. Their first finding: age doesn’t really matter, culture does. Finally, someone else who sees this: I’m so tired of the view from people my age who make it an age issue when really the issue is that they’re not adaptive to the Web 2.0 culture. I also liked that the study classified me as “gen X” rather than “boomer”.

Other than that, I found the talk a bit content-free, but there’s not a lot that you can do in 10 minutes.