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People, Content, Process and Collaboration

Regina CasonatoMVP Gartner Research

Hierarchy + Metadata + References

The Content ContinuumMinimal MetadataDatabase Tables

Blobs

• STP/ZLE-focused

• Lacks context

• Expensive to create

• Lacks flexibility

• Collaboration-focused• Supplies context• Inexpensive to create (?)• Flexible• Exceptions

Files, RepositoriesCells

Machine ProcessHuman Process

PicturesE-Mail

Word FilesRepositoriesMaster Data Spreadsheets

PowerPointMetadata XML Documents + DTDsPaperAudioIndices

Indices

Key Issues

What tools/technologies will help you mine content for business value?

How will CEVA technologies and architectures evolve during the next five years?

How can companies effectively deploy CEVA solutions that improve the relationships between people, processes and content?

RM

DAM

DM

Federate Before You Consolidate

Do an Inventory

TargetedFederation Planned

Consolidation

WCM

Imaging

DM Div. A DAM

Imaging

DM Div. B

ERP

Legacy

Email

WCM Imaging

CRM

WCM

RMEliminate or Retire

Redundant Repositories

BCS

BCS

Document Type HR RegulatoryBenefits WRAV V

Policies WRAV V

SOP WRAV

MSDS V

Guidelines WRA

System Document

W = Writer HR = Human Resources R = Reviewer MSDS = Material Safety Data Sheet A = Approver SOP = Std. Operating Procedures V = Viewer

Enterprise Search

Content Valuation — Measuring Your Waste Line

ECM

Individual "Bad Content"

Compliance/Commercial/Reuse

Business Information

Con

tent

Cre

atio

n (V

alue

)

Content Consumption (Markets)

40%-80%"Good Content"

20%-60%

Images Games/Music Personal Caches

Waste LineIM DraftsX100 Dead Pitches Mailing Lists

Group

Calculate the cost of storing/managing a high percentage of low-value

content and factor against value of comprehensive approach to governance

Content Integration, BCS, BPM and Integration Brokers Are ConvergingIntegration technologies between the diverse applications enable processes that rely on bringing these systems together, often in real time, to deliver the needed information.

ContentIntegration

BPM

ApplicationIntegration

EIM (taxonomy and

semanticslayers)

Search TechnologiesContent Infrastructure BCS/ECM

Application Supplements/Underwriting

FormsFilled Out

Requests forAdditional

UW Information(Medical, etc.)

MedicalExaminer

MeetsWith Applicant

Results Sentto Insurer

UnderwritingDecision Made

Decision Sentto Agent

AgentCommunicatesWith Applicant

Applicant Agrees to Buy,

Pays and Signs Revised

Documentation/Riders

CommissionIs Paid

to Agent

Workflow

Portals/Imaging/Collaboration Solutions,Wireless

Enablement

EAI, BPM and ECM Cross Multiple

Functions

Rules Engine

Imaging/Document/Records Management

Workflow

Rules Engine

Workflow, Collaboration

Lab WorkPerformed

CRM Content Support, Portals,

E-Forms

Workflow, Collaboration

Workflow

Workflow

CEVA — From Isolation to Integration

Policy Is Bound

UWDocumentationSent to Insurer

Illustration/Quote

Generated

Applicant Answers

QuestionsNeeded for Quote

How to Manage Content Components

Applications

XML-Aware Repository

ECM

Basic Content ServicesIntegrated Publishing Integrated Publishing ArchitectureArchitecture

• Structure• Content development• Multichannel output• Infrastructure APIs+ Content Management

• Parse XML structure (extract content)

• Navigate structure

• Process queries

• Return content with tags

• As granular as defined

CRM- Product- Company- Customer

Pharma- Label- Drug- Subject

Insurance- Client- Product- Premium

Military- Branch- Supplies- Soldier

<Company_Name><Person_Name><Product_Name>

<Description>

DMV- Driver- License- Record - Insurance Co.

Retail- Industry- Product- Description- Customer

Information Access

What users like or don't like

What users need to see, given specific conditions

Trends suggesting content to be displayed

Specific content demanded by user

What users need to see based on what they do

What users can see or do

Determining what is relevant within content

What actions users can perform

Recommendation

Mul

titud

es o

fMet

adat

aContext in Context: The "Secret Sauce" of CEVA"Context" definition: The interrelated conditions in which something exists or occurs

Neither vendors nor end users will attain this level of integration (although proprietary efforts will be close)

until standards pervade.

Business RulesAnalytics

Established Profile

Security/DirectoryProcess/Roles

Content InferencePermission and Regulation

CEVA Concept Clock and Participants (Idealized)

Start

The Document as Application

E-Form

Transact

Record

Data

Profile

Product

Service

Kjdf

DGSH

Lkjdf

IJ*&@

Alert

Data Message

• Process (exchange protocol)• Content identification• User Identification • Security• On demand• Multichannel output• Access Information … classify, search• Aggregate• Collaborate

The Evolution of Content Delivery

BlogsMusicE-mail

E-booksVideo

PhotographsDocumentsStock ticker

NewsProcesses

(more)

RSS/Podcast

ContentASCII/ Unicode

AjaxMPEG

C H A N N E L

I N TERFACE

ShockWave

JPEG

Waveform.ra .rm .rv

Flash

RealPlayeriTunesFlash

QuickTimeMediaPlayerXM PlayerMplayer

Shoutcast@Podder

JuiceRSS Reader

ReaderJAWS

Closed Caption

GIF PDF,mov

Sign Language

MIDI

ODFBraille

HTML

MP3

Workflow and Process Across the High-Performance Workplace

Enterprise Content Management

Business Application

Process 1

Process 3

Process 4

Process 2

E-MailInstant

Messaging

Each worker interfaces with a multitude of technology components each day

Distinct workflow and process automation tools exist in each technology component, resulting in artificial process silos

Anyone Can be a Web Publisher: Understand Risks and Benefits

Consumer-led channels increase user control but reduce enterprise control over content.

Wiki: Web pages that can be edited by any reader or can have authentication set by the site owner. Are an alternative to shared file servers. Enable shared authorship.Blogs: Web authorship is open to everyone via the online diary or weblog ("blog").

Technologies Can be the Platform for Disruptive Change — Example: MySpace.com

Youth-oriented communities of interest

Very rapid deployment of new, Web-based, system

Very rapid growth in users via the Internet

Creation of a new and disruptive business model

Partner Collaboration Across Industries

Healthcare

Doctor/caregiver coordination

Hospital/insurance co. payment reconciliation

You probably are already doing it — but are you doing it well?

Finance

Customer care

Deal coordination

Compliance

High Tech

Customer care

Outsourced development

Technical partnerships

Government

Constituent care

Outreach

Compliance

Retail/Distribution

Logistics

Supply chain

Closed-loop feedback

Collaboration Beyond the Firewall

Most enterprise collaboration projects exclude 99.9% of the world– Too much internal collaboration leads to unhealthy

internal focus– There is more to the world than your colleagues – When it happens now, IT often doesn't know about it

Enterprise applications are fine for executing normal transactions, but exceptions need collaboration– Exceptions are where the costs live – Handling exceptions has a multiplied

effect on efficiency

Adding Value Through Structured Partner Collaboration

Why collaborate with partners?– Building relationships– Handling exceptions– Explaining goals, objectives, desires,

intentions– Showing and demonstrating benefits and

problems– Sharing background information– Helping solve problems

Common forms of collaboration with partners– Product and marketing design– Supply chain management– CRM – Customer support– Project coordination

What Makes Collaboration Across the Firewall More Difficult?

Intellectual property protectionSecurityLegal and complianceInternational/cultural FundingTechnical compatibilityIncentivesMotivation and incentivesCultureTrustTime and region

The same concerns as with internal collaboration

X10The issues are mostly the same, but at least 10 times as difficult.

"It seems the data warehouse project had no business direction for almost five years … the IT team just kept going."(New bank CIO)

IT Action: Shift the Focus From Acquiring Data to Exploiting Information

Competitive Weapon

Customer accessto back-officeinformation

ProductivityWorkplace automation, process modeling

Real Time Mobile,wireless access

Product Innovation

TeamRooms, analytics

Speed to Market

Workflow,search

Recommendations: Best/Worst Practices

Be clear about the benefits and costs to all participants.Work out details of who owns what, who can do what with which, etc. Apply technologies appropriate to purpose.Cater to specific processes and roles.Find ways that online collaboration is better than the “analog“ alternative.

Take a "Field of Dreams” approach: Build it, and they will come. Not

Put all vendors in one big Active Directory instance.And spend the rest of your life maintaining it

Rely on UDDI to manage partner collaboration.Technical standard, not a business one

Allow anonymous, unmonitored access to forum discussion sites.Surely no one would say something bad or false about you?

Mix suppliers, customers, partners and regulators in one cozy channel.Watch them sell to each other, excluding you