state of the ecm industry 2010

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State of the ECM Industry 2010How are user strategies changing to meet the demands of a new decade?

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Underwritten in part by:

AIIM Market Intel l igenceDelivering the priorities and opinions of AIIM’s 65,000 community

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2© 2010 AIIM - Find, Control, and Optimize Your Information

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ow are user-strategies changing to m

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About the ResearchAs the non-profit association dedicated to nurturing, growing and supporting the ECM (Enterprise ContentManagement) community, AIIM is proud to provide this research at no charge. In this way the education, thoughtleadership and direction provided by our work can be leveraged by the entire community. We would like this researchto be as widely distributed as possible. Feel free to use this research in presentations and publications with theattribution – “© AIIM 2010, www.aiim.org”

Rather than redistribute a copy of this report to your colleagues, we would prefer that you direct them towww.aiim.org/research for a free download of their own.

Our ability to deliver such high-quality research is partially made possible by our underwriting companies, withoutwhom we would have to return to a paid subscription model.

For that, we hope you will join us in thanking our underwriters, who are:

Process Used, Survey Demographics and TerminologyWhile we appreciate the support of these sponsors, we also greatly value our objectivity and independence as a non-profit industry association. The results of the survey and the market commentary made in this report are independentof any bias from the vendor community.

The survey was taken by 751 individual members of the AIIM community between March 12th and April 5th, 2010,using a Web-based tool. Invitations to take the survey were sent via e-mail to a selection of the 65,000 AIIMcommunity members.

Survey population demographics can be found in Appendix A. Graphs throughout the report exclude responses fromsuppliers of ECM products or services.

About AIIMAIIM (www.aiim.org) is the community that provides education, research, and best practices to help organizationsfind, control and optimize their information. For more than 60 years, AIIM has been the leading non-profit organizationfocused on helping users understand the challenges associated with managing documents, content, records andbusiness processes. Today, AIIM is international in scope, independent and implementation-focused, acting as theintermediary between ECM (Enterprise Content Management) users, vendors and the channel.

About the AuthorDoug Miles is head of the AIIM Market Intelligence Division. He has over 25 years experience of working with usersand vendors across a broad spectrum of IT applications. He was an early pioneer of document management systemsfor business and engineering applications. Doug has also worked closely with other enterprise-level IT systems suchas ERP, BI and CRM. Doug has an MSc in Communications Engineering and is an MIET.

ASG Software1333 Third Avenue SouthNaples, FL 34102Phone:+1 (800) 932-5536Fax: +1 (800) 325-2555Email: [email protected]

Nuxeo55 Cambridge Street,Burlington, MA, 01803Phone: +1 (781) 328 0520Email: [email protected]

Rivet Logic1800 Alexander Bell Drive, Suite400, Reston, VA 20191Phone: +1 (703) 955 3480Email: [email protected]

EMC Corporation176 South Street, Hopkinton, MA 01748Phone: 800.222.3622 or

508.435.1000Fax: 508.497.6904Email: [email protected] www.emc.com

® © 2010AIIM - Find, Control, and Optimize Your Information1100 Wayne Avenue, Suite 1100, Silver Spring, MD 20910Phone: 301.587.8202www.aiim.org

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Table of ContentsAbout the Research: About the Research . . . . . . . . . . . . . . . . . . . . 2

Process Used, Survey Demographics and Terminology . . . . . . . . . . . . . . . . . . . . . . . . . 2

About AIIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

About the Author . . . . . . . . . . . . . . . . . . . . . . . . . 2

Introduction: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Key Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

ECM Adoption: ECM Adoption . . . . . . . . . . . . . . . . . . . . . . . . . 6

Board-level Responsibility . . . . . . . . . . . . . . . . . . 6

Enterprise Scale . . . . . . . . . . . . . . . . . . . . . . . . . 6

System Installed Base . . . . . . . . . . . . . . . . . . . . . 7

Open Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

ECM Business Drivers: ECM Business Drivers . . . . . . . . . . . . . . . . . 9

Cost Reduction . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Content Chaos . . . . . . . . . . . . . . . . . . . . . . . . . 10

Electronic Documents and Emails . . . . . . . . . . 11

Green ECM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reasons for Non-Adoption . . . . . . . . . . . . . . . . 13

SharePoint: SharePoint . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

SharePoint Adoption . . . . . . . . . . . . . . . . . . . . . 13

SharePoint and Existing ECM Systems . . . . . . . 14

SharePoint Ownership . . . . . . . . . . . . . . . . . . . . 14

ECM Deployment: ECM Deployment . . . . . . . . . . . . . . . . . . . . . 15

Connecting Multiple Repositories . . . . . . . . . . . 15

Outsourcing, SaaS and Cloud . . . . . . . . . . . . . 16

Enterprise 2.0: Enterprise 2.0 . . . . . . . . . . . . . . . . . . . . . . . . 17

ECM Priorities: ECM Priorit ies . . . . . . . . . . . . . . . . . . . . . . . . 19

Projected Spend: Projected Spend . . . . . . . . . . . . . . . . . . . . . . 19

Conclusion: Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Appendix 1 - Survey Demographics: Survey Demographics . . . . . . . . . . . . . . . . . 22

Survey Background . . . . . . . . . . . . . . . . . . . . . . 22

Organizational Size . . . . . . . . . . . . . . . . . . . . . . 22

Geography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Industry Sector . . . . . . . . . . . . . . . . . . . . . . . . . 23

Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Underwritten in part by: ASG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

EMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Nuxeo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Rivet Logic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

AIIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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IntroductionEnterprise Content Management is at something of a tipping point. Driven by the need to control the content chaosthat pervades local drives, file shares, email systems, and legacy document stores, organizations large and smallare looking to impose order through an ECM project. The positive benefits of information sharing and improvedcollaboration are resonating with decision-makers, pushing forward projects to join up repositories and provideenterprise-wide electronic access. Compliance is seen as an added benefit, but the prime driver is the need tomaximize employee productivity and enhance their engagement with each other.

ECM product suites, organically grown, or assembled from best-of-breed modules, cover a wide spectrum ofintegrated applications, and may be presented as client-server, open source, software-as-a-service or cloudapplications. Vendors range from the largest of the infrastructure suppliers to tiny mobile application start-ups. Thearrival of Microsoft SharePoint 2007 has dramatically changed the scene, filling an initial gap in browser-basedcollaboration, but expanding quickly to take a leading market share of the traditional ECM market.

However, there is a general appreciation that ECM is not just a product type, but more of a blanket term to cover arange of information management technologies for unstructured content. In some organizations, it may be a singlesystem capable of dealing appropriately with many different types of content. In others it may focus on recordsmanagement and compliance, and in others, it may be a portal, connecting multiple repositories and applications.For some, it is simply a platform to drive content-centric business processes. The common goal is to provide userswith a single-access capability allowing them to find, retrieve, process and archive information from wherever it isstored, without needing to login to multiple applications.

The objective of this research is to explore the extent to which users are achieving this goal, how they are achievingit and what effect collaborative technologies such as SharePoint are having on their view of how to do it.

We will reflect upon the drivers and motivations for improved content management, and the degree to which returnon investment is being achieved. Finally, we measure spending plans within the different areas of ECM.

Key Findings� 36% of organizations surveyed have no ownership at senior executive level of document and records

management.

� 12% of organizations have completed an enterprise-scale ECM project, 28% are in the process of implementing,and 15% are integrating some projects across departments. 21% have yet to begin an ECM project, although16% plan to in the next 12 months.

� 17% of organizations are implementing a system for the first time, and 17% are in the process of replacing alegacy system.

� Open source solutions are being used by 6% of organizations for ECM. This is set for growth, with a further 9%planning to adopt open source for ECM, WCM (Web Content Management) or portals within the next 2 years.

� 64% of respondents say they would consider open source, citing cost reduction as the most likely reason,followed by “simplicity/ease of use.”

� Improving efficiency and optimizing business processes are currently the biggest drivers for ECM in mostorganizations - by a factor of 2:1 over compliance, whereas 3 years ago they were equal.

� The biggest compliance driver is contract and customer/supplier litigation, followed by financial reporting andfinancial audit.

� 60% of new ECM users cite “content chaos” as the trigger for adopting ECM. For non-users, “insufficientawareness by senior managers” is given as the biggest obstacle.

� As part of their business case, 37% would find it “extremely” or “very useful” to demonstrate the “Green IT”benefits of ECM, particularly with regard to fewer photocopies and file copies.

� 41% are not confident that their electronic information (excluding emails) is “accurate, accessible, andtrustworthy.” This has improved from 50% in the last 2 years. For those with no system it jumps to 66%, and forthose with full ECM systems it is just 11%.

� 56% are not confident that “emails related to documenting commitments and obligations made by their staff arerecorded, complete, and retrievable”. This has improved only slightly from 61% over the last 2 years. Evenamongst those who have full ECM systems, 49% lack confidence.

� The highest current priorities for ECM activity are “implementing electronic records management” and “managingemails as records,” followed by “integration of multiple repositories”.

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� 32% are using portals to provide employees with a single point of access to content repositories across theirorganization, compared with 36% who prefer to migrate their content to a single ECM system.

� 34% are taking an active interest in the CMIS interoperability services standard, including 7% who plan to adopt itin the next year or two.

� 32% of respondents have SharePoint 2007 in use, with 21% currently implementing. The total of 53% compares to42% in last year’s survey, a proportionate increase of 26% on last year’s user base.

� With regards to a formal plan or strategy for using SharePoint in relation to other ECM investments, 46% recognizethe need for a plan but don’t have one and a further 12% don’t even know where to start.

� Only 11% cite SharePoint as their sole ECM system: 20% are integrating it with existing systems, 23% describeSharePoint as working in parallel with their existing ECM system, and 5% consider it to be working in competition.

� The number of users of document management via SaaS (Software as a Service) is set to double in the next 18months from 6% to 12%. Records management via SaaS is set to grow from 2% to 6%, and email managementfrom 4% to 6%.

� Currently, 9% of organizations outsource the handling of all inbound documents and a further 4% have plans to.

� Very few organizations are currently using “cloud” solutions for document and records management, the mostpopular being use of a “corporate cloud”, with 3% using one now and 2% planning to in the next 18 months.

� 43% of non-government companies said they would possibly use a corporate cloud in the future, and 51% ofgovernment organizations would consider using a government-organized cloud, but only 28% would considerusing a branded cloud (Google, Amazon, Microsoft), even if it was stored within a national locale.

� Regarding social media and Enterprise 2.0, 29% of respondents view internal E2.0 as “imperative” or “significant”to their organization’s business goals, citing knowledge sharing, team collaboration and project coordination asthe main drivers.

� 21% of respondents regard use of external social media as “imperative” or “significant” particularly as a marketingtool for publicity, and for customer feedback.

� Staff access to Facebook, Twitter, You Tube and Instant Messaging is barred in 45% of organizations.

� Instant messages, Twitter posts and blog posts are not archived in 80% of the organizations using them.

� 60% find it easier to locate “knowledge” on the Web than on internal systems, and 59% agree that socialnetworking will make a dramatic change to business life in the next few years. However, 56% are inclined to seeTwitter as a timewaster rather than “an important rapid-feedback tool”.

� Net overall spending on licenses in all ECM applications is set to increase considerably over the next 12 monthscompared to the last 12 months, and spend on consultancy services is likely to increase slightly overall.Outsource services and training are predicted to be flat as are scanner hardware sales. These compare with lastyear’s indicated decline in all hardware and services, and near flat sales of licenses.


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ECM AdoptionBoard-level ResponsibilityCompared to other enterprise-level applications, there is no clear view of ECM ownership, despite its mainstreamadoption. In 28% of organizations, CIOs (Chief Information Officers) are the principle owners, but often from thetechnology point of view, rather than the “Information” aspect. In 15% of companies, there are dedicated ChiefRecords Officers (CROs) or Chief Compliance Officers (CCOs). Elsewhere, authority is spread across seniorexecutive staff in the finance and legal departments.

In total, 36% of organizations do not have a board-level executive specifically tasked with document and recordsmanagement, including 10% who have no one at all tasked with this. It seems likely that some of the further findingsin this report are a reflection of this lack of appropriate ownership.

Figure 1: Who is the highest person in your organization having specific reporting authority, or management ownership, ofdocument and records management? (N=673. Note: all graphs exclude responses from ECM suppliers)

Enterprise ScaleOver half of the organizations within the AIIM community are breaking out of departmental information silos and aremoving towards enterprise-wide content management. In this survey, 12% have already completed an enterprisescale or company-wide capability, albeit that true ECM has become something of a moving target. Additional contenttypes such as email, voice, video, instant messaging and blog posts have extended the scope of what can betermed “Content”. Meanwhile, e-discovery has created the goal of a single, discoverable records managementenvironment which includes repositories in other key enterprise applications not previously included, such as ERPand CRM.


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0% 5% 10% 15% 20% 25% 30%

CIO or Head of IT

CRO/Head of RM/Head of Inf. Mgmt.

Manager within IT department

Records or DM professional

CEO, Managing Director, Head of Site

Chief Legal Officer/Corporate Secretary

CFO or Head of Finance

Chief Compliance Officer

Other VP/Board level

Other

Nobody has a specific report

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Figure 2: How would you best characterize your organization’s experience with document management (DM), electronic recordsmanagement (RM) and Enterprise Content Management (ECM)? (N=680)

In terms of providing all knowledge workers within the business with useful content services, 17% of organizations haveachieved over 90% staff coverage, and 60% of organizations have rolled out benefits to more than half of their staff.

System Installed BaseIt would be easy to assume a linear adoption model based on the purchase of a single ECM system, but the reality isthat over a third of organizations have multiple systems, or legacy systems that are due for replacement. In terms ofthose buying new systems, 17% are planning or implementing a system for the first time, and 17% are replacingexisting systems.

There is also a common perception that ECM projects are prone to failure and that systems fall into disuse, but only6% of our respondents reported a failed implementation.

Figure 3: How would you best describe your past history with ECM projects? (N=673)


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Have not yet begun and have no

plans, 5%

Have not yet begun but have plans in next 12

months, 16%

One or more projects at the

departmental level, 24%Integra�ng projects

across departments, 15%

Implemen�ng an enterprise scale or

company-wide capability, 28%

Completed an enterprise scale or

company-wide capability, 12%

0% 5% 10% 15% 20% 25%

We have been using our current system for 1-5 years and will con�nue to use it

We have been using our current system for over 5 years and will con�nue to use it

We have a number of systems and will con�nue to use them

Our previous project didn’t really work out so we are in limbo right now

We have a number of legacy systems, but are going forward with just one of them

We are replacing one or more legacy systems with a new system

We are planning/implemen�ng a system for the first �me

None of these

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Open SourceThere are some well-established ECM suites that use the open source model, with a 6% installed base in our survey,along with 3% for web content management and 2% for portals. This is set for considerable growth, with a further 9%stating plans to adopt open source within the next 2 years.

Figure 4: Do you have plans to implement an open source ECM system or portal? (N=613)

Most respondents have an open mind on the use of open source, with 64% stating that they would consider it.Reduced cost of initial licences and ongoing support are given as the most likely reasons, closely followed by“Simplicity/ease of use.”

Figure 5: Which two of the following potential benefits would mostly lead you to investigate an open source ECM product? (N=613)

Over half of organizations are moving to multi-department or enterprise-wide ECM deployment. Where new systemsare being implemented, half are replacement and half are first-time users. Potential users consider that open sourcehas considerable cost benefits and its use is set to grow considerably.


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0% 1% 2% 3% 4% 5% 6% 7%

Already have Open Source ECM system in use

Already have Open Source informa�on access portal in use

Already have Open Source Web Content Management in use

Plans in next 12 months

Plans in next 2 years

0% 5% 10% 15% 20% 25% 30% 35% 40%

Lower ongoing support costs

Lower ini�al cost

Simplicity/ease of use

Customiza�on capability

Reduced vendor-lock in

Community addi�ons in ver�cal applica�ons

Bad experience with previous vendor

Would not consider Open Source

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ECM Business Drivers AIIM has been measuring the primary drivers for ECM adoption for 6 years. During that time, the usage of ECM hasbroadened and the macro-economic conditions have also changed considerably.

Cost ReductionAcross the user base, improving efficiency and optimizing business process are the two strongest drivers, followedby compliance and risk mitigation.

Figure 6: When you consider your document and records management projects and priorities, what is the most significant business driver for your organization? (N=678)

Grouping these factors into Cost, Compliance, Customer Service and Collaboration, we see the mid-decade effect ofstronger regulation being overhauled by the more recent recessionary imperative of reducing costs. Customerservice as a primary driver continues to fall. The Collaboration driver was not measured in previous years.

Figure 7: Comparison of overall ECM drivers from previous AIIM surveys.

ComplianceCompliance covers a wide range of issues, particularly across different industry sectors. It is interesting to see,therefore, that litigation around customer and supplier contracts is the strongest common thread amongst oursurveyed organizations, followed by statutory financial reporting.


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0% 5% 10% 15% 20% 25% 30%

Improve efficiency

Op�mize business processes

Compliance

Mi�gate risk

Reduce costs

Enable collabora�on

Improve customer service

Faster turnaround/Improved response

Compe��ve advantage

0%

10%

20%

30%

40%

50%

60%

2004 2005 2006 2007 2008 2009 2010

Cost/Efficiency

Compliance/Risk

Customer Service

Collabora�on

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Figure 8: Thinking about the compliance benefits of ECM and Records Management, which of the following are the TWO mostimportant compliance drivers in your organization? (N=678)

Content ChaosAlthough cost reduction and compliance are the two formal benefits that make the business case for ECM, we askedthose who are in the process of planning an ECM project what factors had triggered their decision. Perhaps one ofthe most interesting data points in the survey is that “Content Chaos” is the strongest driver by far.

The pull-through effect of SharePoint is mentioned by 22%, although only 4% of those have been swayed by itsperceived affordability.

Figure 9: What would you say are the two main reasons that triggered your organization’s decision to plan an ECM system?(N=112, Planned Users)


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0% 10% 20% 30% 40% 50%

Contract/customer/supplier li�ga�on

Financial repor�ng/Sarbanes-Oxley

Your financial audit

Your own ISO quality programs

Industry specific regula�ons

Employee regula�ons

Health and safety regula�ons

Compe��on regula�on/fair-trading

Patent protec�on

0% 10% 20% 30% 40% 50% 60% 70%

Our content chaos is ge�ng out-of-hand and we need to control it

Keen to maximize knowledge-sharing for our increasingly dispersed workforce

We need to improve our ability to respond to, or pursue li�ga�on

We want to use SharePoint for many things including document management

We have had compliance issues due to poor record-keeping

Our industry is coming under increasing regula�on

We realize that we have no way to manage important emails

We feel that the ROI from scanned forms/invoices/mail is now well proven

It has become much more affordable due to SharePoint

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Looking more specifically into management of all content types across all users, we see that there are still majorareas of content that are, as yet, uncontrolled.

Figure 10: How are the following content types managed and archived in your organization? (N=585, Line length indicates “Not Applicable”)

In particular, Twitter posts and external blogs are largely unmanaged in the organizations that use them, which giventheir public exposure is a concern. Instant messages are also poorly managed and archived, with just 16% of theorganizations that use them exercising some control.

Figure 10 also indicates the preferred use of dedicated management systems for some file types, such as email, webpages, audio and video rather than incorporation within an ECM system.

Cost reduction and improved process efficiency are well ahead of compliance as the main macro-drivers for ECM,but “content chaos” is the most likely trigger to initiate a project.

Electronic Documents and EmailsTwo questions (Table 1) have characterized the AIIM State of the Industry survey over the years, bringing home thecompliance issue across electronic documents and emails.

Table 1: Confidence in retrievability

Looking at these results over the last few years indicates that some progress is being made in electronic documents,but not for emails.


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Confidence in retrievability Slightly confident

Not confident at all Total

How confident are you, that if challenged, your organizationcould demonstrate that your electronic information (excludingemails) is accurate, accessible, and trustworthy?

26% 15% 41%

How confident are you that emails related to documentingcommitments and obligations made by you and your staff arerecorded, complete, and retrievable?

30% 26% 56%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Scanned documentsElectronic documents

FaxesEmails

Photo imagesAc�ve web pages

Archived web pagesAudio recordings

Video/CCTV recordingsTelephone recordings

Internal blog postsInstant messages

External blog postsTwi�er posts

ECM/RM system Stand-alone management system Well organized fileshare Not managed at all

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Figure 11: How confident are you regarding the accuracy and retrievability of your electronic documents and emails? (Percent slightly or not at all confident N=674)

Taking a comparison within the data against levels of ECM system adoption shows that user organizations areachieving the promised benefits within general electronic documents, but are still grappling with the email issue.

Figure 12: How confident are you regarding the accuracy and retrievability of your electronic documents and emails? (N=674)

Although managing the volume of emails coming into large organizations is a daunting task, a disappointing numberhave yet to take even basic steps to ensure retention and discovery.

Figure 13: Which of the following would best describe standard practice in your organization for dealing with “important” emails? (N=607)


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0%

10%

20%

30%

40%

50%

60%

70%

2005 2006 2007 2008 2009 2010

Electronic informa�on

Emails

0% 10% 20% 30% 40% 50% 60% 70% 80%

Electronic Informa�on

No system

Departmental

Full ECM

Emails

No system

Departmental

Full ECM

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

File in personal Outlook folders

Capture to general purpose ECM/DM/RM system

Save individual emails to network document fileshare

Capture to dedicated email management system

Print emails and file as paper

Copy/transfer to Shared Folders in Outlook

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Obviously, relying on personal Outlook folders is not a good policy: they are not visible by others, they are notsearchable for e-discovery, and there is a strong chance that the Outlook Auto-Archive function will move them off toa file on the local hard drive. 12% admit to printing important emails and filing them as paper, although the truenumber is probably much higher. This is at least taking a view that important emails are records, albeit a somewhatnon-Green one.

Email management is still the biggest content issue within ECM, and even those with well-developed ECM systemsare failing to bring it under control.

Green ECMAlthough users did not list Green IT as a primary driver for ECM adoption, 11% felt it would be “extremely useful” and26% “very useful” to demonstrate the “Green IT” benefits of ECM to make their business case. From the sample, 55%cite fewer photocopies and file copies as the biggest green benefit, followed by 35% who consider lower runningcosts for office space and paper warehouses, and reduced data-center costs, to be an advantage. Less travel tomeetings and more working from home were considered by 15% of the sample to be the most important benefits.

Reasons for Non-AdoptionFor those who have no plans to implement ECM, insufficient awareness by senior management was given as thestrongest reason and in particular, insufficient understanding of ECM by the IT department or the lack of an individualtasked with the responsibility. Cost was the next biggest reason.

SharePointAdoption of SharePoint in the last three years as an IT infrastructure platform has been phenomenal, and much of itssuccess has been due to its browser-based collaboration capabilities. IT departments in particular have been keen toadopt the team-sites concept for project coordination and knowledge sharing. SharePoint is also capable ofproviding a large proportion of the functionality previously associated with dedicated ECM suites, albeit to a lowerlevel of capability than the feature-rich, industry-sector optimizations available in many of the traditional products. Inmany companies, this has produced confusion with regard to existing rollouts and the definition of future strategies.

SharePoint Adoption

Figure 14: Have you implemented Microsoft SharePoint 2007 (WSS/MOSS) in your organization? (N=638)


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No, and no plans, 28%

Plans in next 12-18 months, 13%

Using SharePoint 2003, 8%

Using 2003 but implemen�ng

2007, 5%

Implemen�ng 2007, 16%

Windows SharePoint Services 3.0 WSS in use, 7%

Office SharePoint Server 2007 MOSS

in use, 22%

SharePoint 2010 in use, or imminent

use, 3%

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In total, 32% of our respondents have SharePoint 2007 in use, with a further 21% in the process of implementing,making a total of 53% of the survey. This compares to 42% in last year’s survey, a proportionate increase of 26% onlast year’s user base. A further 21% have plans for 2007 in the next 12-18 months, or are already using SharePoint2003. At the time of writing this report, SharePoint 2010 is shortly to be released, and 3% indicate here that they arealready using the Beta. Within the next 18 months, 45% of users plan to upgrade to the 2010 version.

SharePoint and Existing ECM SystemsUnfortunately, in more than half of organizations, the rollout of SharePoint functionality is taking place in a veryunplanned manner in relation to existing ECM deployments. 46% agree that they need a plan as to where each willbe used, but don’t have one. A further 12% do not know where to start.

Figure 15: Do you have a formal plan or strategy in place describing where you will utilize your SharePoint investments and whereyou will utilize other ECM investments? (N=447 SharePoint users, excl 81 “Not sure”)

With regard to the overall strategy of how SharePoint co-exists with existing ECM deployments, there would appear tobe a degree of conflict in 28% of organizations where the two work in parallel, or in competition. For 30%, SharePointis selectively used to fill in some functions, and for 20% it acts as a portal to existing suites, or utilizes them forrepository services.

Figure 16: Which of the following would you use to best describe your current or planned use of SharePoint in your organizationwith regard to your existing ECM, DM and RM suites? (N=442 SharePoint users)

SharePoint OwnershipDue to its heritage as an IT-led project, the ECM aspects of SharePoint are likely to have been left trailing in manyorganizations, with 30% suggesting that there is no input from the Records Management department. For a further22%, the deployment has been managed on a departmental level, suggesting very little in the way of coordinatedgovernance structures and fileplans. In 5% of organizations, our respondents indicated that no one is in charge and itis completely out-of-control. It is perhaps reassuring that this number is down from 12% in last year’s survey.


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0% 10% 20% 30% 40% 50%

We have a formal plan in place and it is in produc�on today

We have a formal roadmap of where each will be used but it is not executed

We do not have a formal plan, although we see the need for one

We do not have a formal plan, nor a star�ng point to develop one

0% 5% 10% 15% 20% 25% 30% 35%

Works in compe��on

Works in parallel

Fills in some func�ons

Acts as a portal to our exis�ng suites

Sits on top of our DM/RM repository

SharePoint is our ECM suite

None of these

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Figure 17: Which of the following would best describe who is driving and controlling SharePoint sites and applications in yourorganization? (N=437 SharePoint users)

SharePoint has become or is likely to become a dominant presence in 74% of responding organizations, creatinguncertainty as to how it fits with existing ECM deployments. 58% of users do not have a plan covering whichfunctions in SharePoint will be used.

ECM DeploymentConnecting Multiple RepositoriesAs described in the introduction, the ultimate goal of ECM is to provide users with a single-access capability allowingthem to find, retrieve, process and archive information from wherever it is stored, without needing to log in to multipleapplications. This can be achieved by migrating content into a single enterprise-wide ECM system, either as a one-offprocess, or as a service which collects defined records from ERP, HR or line-of-business systems and moves them to asingle repository. Alternatively, it may be achieved using a single-sign-on portal accessing multiple repositories.

Figure 18: Thinking about your plans in the next 2 years to provide employees with a single point of access to content repositoriesacross your organization, which of the following is the best description of the approach you plan to take or have taken? (N=633)


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0% 5% 10% 15% 20% 25% 30% 35%

Records Management

IT with input from Records Management

IT with no input from Records Management

Managed on a departmental level

No one, but we have set up rules and policies for site crea�on and structure

No one, and it's completely out-of-control

0% 5% 10% 15% 20% 25% 30% 35% 40%

Migrate content to a centralized ECM system

Provide a single-sign-on portal using SharePoint

Provide a single-sign-on portal using an alterna�ve provider

Provide a single-sign-on portal using Open Source

Use only a dedicated Enterprise Search engine

Not planning to link up repositories

We do not have any significant repositories to link up

y

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As we can see, 36% of organizations feel able to migrate content to a centralized ECM system, whereas 32% areutilizing a single-sign-on portal connecting several repositories, with two-thirds using SharePoint for this. WhilstEnterprise Search can provide a single point of access, there is a realization that it cannot by itself add any degree ofmanagement or apply legal hold on documents. The number of organizations depending on Enterprise Search hasfallen from 9% last year to 5% this year.

Table 2: CMIS

The growing awareness of CMIS as an emerging services standard for interconnection of repositories isencouraging, with 26% showing an interest compared to 16% in a previous survey less than 12 months ago, and with7% having positive plans for its use.

Outsourcing, SaaS and CloudCompared to the 39% of organizations that make use of the traditional outsourcing of paper records archives or boxstores, outsourcing of electronic records is only used by 14%, although another 9% of organizations have plans in thenext 18 months. In a similar way, there is considerably more growth potential in outsourcing of complete businessprocesses than in traditional document or forms scanning, with the 7% currently doing this set to grow to 12%.

Looking at the Software-as-a-Service (SaaS) model for outsourcing the document management system itself, only6% of organizations currently do this, but this is set to double in the next 18 months. Offsite management of emailsalso seems set to grow over the next 18 months to 10%, from a small current base of 4%.

Figure 19: Do you use outsourcing for any of the following ECM functions?(N=599, note: takes no account of those planning to give up these services)

Regarding “Cloud” solutions for ECM, there is a very low base of existing users, the most popular being use of a“corporate cloud”, with 3% using one now and 2% planning to in the next 18 months. There is an understandablereticence to entrust documents and records to third-party clouds, even if these are provided by trusted brands suchas Google, Amazon, or Microsoft. Only 28% would consider using a branded cloud even if it was stored within anational (onshore) locale.


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Content Management Interoperability Services Not sure what it is

Looking into it

Plans in the next12-24 months

What are your plans with regard to CMIS (ContentManagement Interoperability Services)? 54% 26% 7%

0% 10% 20% 30% 40% 50%

Records archive - paper

Document or forms scanning

Capture/indexing/keying

Outbound document produc�on

Records archive - electronic

Handling of all inbound documents

Complete business processes

Document management via SaaS

Email management via SaaS

Records management via SaaS

Using now

Plan in next 18 months

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Many large corporations are moving towards a corporate cloud, in that centralizing and virtualizing their data farmscreates a de-facto cloud. This would encourage 51% to consider using it. Similarly, given the sensitivity of data withingovernment organizations, there have been suggestions that the government itself might set up a trusted cloud. Evenso, only 51% of government organizations would consider using a government-organized cloud.

Figure 20: Do you have plans to use a “Cloud” solution or Cloud storage for your document and records management? (Cloud = off-premise, on an un-specified server)

(N=585)

Outsourcing of records and email management, and ECM deployment through a SaaS model seem set to grow,although still to less than 12% of the base. Cloud storage will require reliable corporate or government clouds if it is tobecome popular.

Enterprise 2.0We have found in previous surveys that the majority of the AIIM base would prefer to source their Enterprise 2.0functionality, such as collaboration tools, forums, blogs and wikis, as part of their ECM suite. This is a rapidlychanging area, and we have noticed a number of changes since our last dedicated Enterprise 2.0 Industry Watchsurvey in June 2009.

In particular, there is more differentiation in the use of external or public social media for accessing customer inputand for publicity, compared to internal use of similar tools for collaboration and staff communication. Having saidthat, 21% of respondents regard use of external social media as “imperative” or “significant” for their organization,particularly as a marketing tool for publicity, and for customer feedback. Meanwhile, 29% of respondents regardinternal E2.0 as “imperative” or “significant” to their organization’s business goals, citing knowledge sharing, teamcollaboration and project coordination as the main drivers.

When asked specifically about key drivers for use of external social media in their organizational unit, promotion andcustomer feedback were the two most likely uses, followed by “as a knowledge resource for staff to researchanswers (e.g., Trip Advisor/ Facebook/ LinkedIn/ Twitter).” However, there are still major concerns about potential timewasting, virus exposure and data usage on these sites in that over 45% of organizations bar access to Facebook,YouTube, Twitter and instant messaging.


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0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

Local (iden�fiable) outsource

Government organized cloud

Corporate cloud

Google/MS/Amazon/etc cloud within defined na�onal locale

Google/MS/Amazon/etc cloud stored anywhere

Google apps/docs to replace MS-Office

Using now Plan in next 18 months Possibly Wouldn't use

y

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Regarding internal social media and Enterprise 2.0, better use of shared knowledge is the primary benefit, followedby increased collaboration and better project coordination.

Figure 21: Which THREE of the following would you say are the key drivers for internal Social Media/collaboration/Enterprise 2.0 in your organizational unit? (N=568)

There is no doubt that concerns about external social networking can reflect on the productive adoption of Enterprise2.0, although there can also be positive reinforcement.

Table 3: Social media

In this survey we found much less difference of opinion between age bands than we have previously found, perhapsreflecting a more general awareness across the demographic.


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Social media Agree StronglyAgree Total

Social networking will make a dramatic change to business lifein the next few years 47% 12% 59%

It is easier to locate “knowledge” on the Web than it is to find iton our internal systems 39% 21% 60%

There is a strong risk of exposing company-confidentialinformation via social networking 45% 23% 68%

Twitter is more of a time waster than an important rapid-feedback tool for business use 28% 15% 43%

0% 10% 20% 30% 40% 50% 60%

Be�er use of shared knowledge

Increase collabora�on within and between teams

Be�er project management and coordina�on

Be�er communica�on between management and staff

Brokering - bringing together people and exper�se

Reduce travel and mee�ngs costs

Self-service facili�es for staff and new recruits

Be�er cohesion and social inclusion between staff

Be�er sharing of compe�tor updates, product problems, etc.

None of these

y

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ECM PrioritiesAs stated earlier, many organizations consider their ECM deployment to be a work-in-progress, as additional contenttypes are brought into the frame, and compliance requirements grow and change. Although earlier in the report wesaw that cost-saving was considered the key corporate driver for investment in ECM, the main preoccupation formost system managers would seem to be compliance. A key finding here is that electronic records management isthe biggest key focus, and within that, managing emails as records is a priority. Next comes integration ofrepositories, which is a productivity issue, but next on the list, e-discovery, is an additional compliance issue.

Figure 22: What would you say are the three most important ECM issues or current projects for you right now? (N=607)

The highest current priority for system managers is implementing electronic records management, particularlyemails.

Projected SpendNet overall spending on ECM software licenses is set for a considerable net increase over the next 12 monthscompared to the last 12 months, and net spend on consultancy services is likely to increase slightly overall.Outsource services and training are predicted to be flat. These compare with last year‘s indicated declines in allservices and training, and near flat sales of licenses.


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0% 5% 10% 15% 20% 25% 30% 35% 40%

Implemen�ng electronic records managementManaging emails as records

Integra�on of mul�ple repositoriesGe�ng an ECM project off the ground

E-DiscoveryEnterprise search

Agreeing to a corporate taxonomy or fileplanSharePoint deploymentCollabora�on and E2.0SharePoint governance

Long term archiveMoving to an integrated capture pla�orm

Moving to an integrated BPM pla�ormAccessing content on mobile devices

Moving to an SaaS or Cloud modelNone of these

y

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Figure 23: How do you think your organization’s ECM spending in the following areas will be in the next 12 months compared to theprevious 12 months? (N=570, non-trade. Shorter lines indicate, “We don’t spend anything on this”)

Regarding specific products, considerable net growth is indicated in all software areas, particularly the core areas ofdocument and records management, and workflow/BPM. Hardware sales of scanners and MFPs look set to be levelyear-on-year, which is an improvement on last year’s indicated decline.

Figure 24: How do you think your organization’s spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months?

(N=570, non-trade. Shorter lines indicate, “We don’t spend anything on this”)

Indicated net spend on licences shows a considerable increase for the next 12 months, with a smaller but stillsignificant increase in net spend on consultancy services and training.


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25% 0% 25% 50%

Document ManagementElectronic Records Management

Workflow/Business Process ManagementCollabora�on products

SharePointEnterprise Search

Email ManagementWeb Content Management

PortalsEnterprise 2.0 technologies (wikis, blogs, etc.)

Legal discoveryRecogni�on and capture technologies (OCR/ICR)

Digital Asset ManagementProduc�on scannersInvoice Automa�on

Mul�-Func�on Devices/MFPsDigital Mailroom

Much less Less Same More Much more

25% 0% 25% 50%

Ongoing maintenance cost

So�ware licenses

Vendor consultancy services

Independent consultancy services

Outsourcing/bureau services

External training

Much less Less Same More Much more

y

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ConclusionECM has often been seen in the past as somewhat aspirational, aiming to bring central control to all unstructuredinformation across the organization, rather than as a practical application to improve access to valuable sharedcontent. The point we have reached as we enter the new decade is that good information governance is nowaccepted as essential to good business, and that ECM, as a combination of technology, policy and process, canindeed provide good information governance and improved compliance. However, it can also bring majorcollaboration and knowledge-sharing improvements as well as efficiency cost-savings to the business process. Aswe have seen in this report, the final tipping point for users would seem to be the content chaos that is overtakingtheir file shares, email systems and distributed repositories across the enterprise. We are therefore seeing a real willwithin the user base to create workable ECM systems, linking repositories together, and extending content andrecords management across multiple media types.

Some of the impetus for this new take up in ECM has undoubtedly come from the arrival on the scene of SharePoint,and a majority of organizations are now using it, albeit with considerable confusion in many places as to how it fitswith existing ECM systems. In parallel, there is a small but growing interest in alternative delivery platforms such asSaaS and Cloud, and a willingness to adopt open source products.

The conclusion, therefore, is that ECM is in a healthy state, better understood with regard to its positive benefits forknowledge-sharing and collaboration, and making progress in compliance and control across many content types,albeit that emails are still proving to be a challenge.


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Appendix 1: Survey Demographics

Survey BackgroundThe survey was taken by 751 individual members of the AIIM community between March 12th and April 5th, 2010,using a Web-based tool. Invitations to take the survey were sent via email to a selection of the 65,000 AIIMcommunity members.

Organizational SizeSurvey respondents represented organizations of all sizes. Larger organizations over 5,000 employees represented31%, with mid-sized organizations of 500 to 5,000 employees at 43%. Small-to-mid sized organizations with 10 to 500employees constitute 26%. Organizations of less than 10 employees were not included in the report.

Geography77% of the participants were based in North America, with most of the remainder from Europe.


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11-100 emps9%

101-500 emps17%

501-1,000 emps14%1,001-5,000

emps29%

5,001-10,000 emps11%

over 10,000 emps20%

US, 62%Canada, 15%

UK & Ireland, 8%

Mainland Europe, 6%

Australasia, 3%

Cent. / S.America, 1%

Other, 5%

y

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Industry SectorLocal and National Government made up 28%, Finance, Banking and Insurance 15%, Utilities, Telecom Oil and Gas12%. The remaining sectors are evenly split. To avoid bias, suppliers of ECM have been removed from all of thereport, but consultants have been included as they are a small part of the sample, and are likely to be ECM users intheir own right.

RoleRecords management, information management and compliance staff make up 38% of respondents. IT staffconstitute 26%, consultants or project managers, 18%, and line-of-business managers and chief executives 7%.


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Gov. & Public Svcs - Local/State, 19%

Gov. & Public Svcs - Na�onal, 9%

Finance, Banking, Insurance, 15%

U�li�es, Telecoms, Oil &

Gas, 12%Manufacturing, 6%

Educa�on, 5%

Engineering & Construc�on, 5%

Healthcare, 5%

IT & High Tech—not ECM, 3%

Pharmaceu�cal and chemicals, 3%

Prof. Svcs and Legal, 3%

Retail, Transport, Real Estate, 3%

Charity, Not-for-Profit, 2%

Consultants, 2% Media, Publishing, Web, 2% Other, 7%

Head of records/

compliance/ informa�on

management, 13%

Records or document

management staff, 25%

Head of IT, 6%

IT staff, 20%

Consultant or Project

Manager, 18%

Line-of-business

execu�ve or process owner,

6%

President, CEO, Managing

Director, 1%

Other, 10%

y

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UNDERWRITTEN IN PART BY

ASGASG’s enterprise content management portfolio enables business users and infrastructure technologymanagement of all skill levels to quickly and easily access, manage, and own all essential business information.

ASG’s enterprise content management portfolio includes

EMC CorporationEMC Corporation is the world’s leading developer and provider of information infrastructure technology andsolutions that enable organizations of all sizes to transform the way they compete and create value from theirinformation. Information about EMC’s products and services can be found at www.EMC.com.

EMC Documentum The EMC Documentum family of enterprise content management solutions provides a comprehensive, fully-unified software platform to manage and leverage content in a cost-effective, controlled manner, providingsecured access and re-use across the enterprise. It combines a unified platform with a strong complianceinfrastructure to support key business needs including collaboration, business process management, webcontent management, document capture, customer communications management and archiving.

To learn more about EMC Documentum, please visit www.software.emc.com/documentum.

ASG-ViewDirect® is a powerful enterprise contentmanagement and archiving solution that captures, indexes,stores, links and publishes content, in any format (MicrosoftWord, Email, PDF, JPEG, XML, HTML, etc.), from any source,and delivers it throughout your enterprise.

ASG-Total Content Integrator™ (TCI) incorporatesauthentication, federated search, index normalization, andcontent transformation services. ASG-TCI can besupplemented with an optional module, ASG-TCI for MOSS,to integrate and augment the capabilities of Microsoft® OfficeSharePoint® Server (MOSS) 2007.

ASG-WorkflowDirect® incorporates process automation forintegrating content with business processes, people andcomputer systems, while coordinating, managing,automating, and measuring content-centric processesindependent of underlying applications.

ASG-ViewDirect® E-mail Manager is a complete emailmanagement solution based on the world’s most powerfulcontent repository. ASG-ViewDirect E-mail Manager captures,archives, indexes and applies retention to email from usermailboxes or from journal capture points.

ASG-Records Manager™ provides comprehensive life-cyclemanagement for all electronic records in their original format,including holds, automatic folder structures, and advancedretention—with parametric events that automatically executefrom line-of-business applications through standard WebServices. ASG-Records Manager has been tuned specificallyfor managing records in high-volume environments.Classification, retention and disposition managementactivities can be automatically performed or coordinated byauthorized users depending on individual record typerequirements.

ASG-Cypress® is a comprehensive document assemblyand delivery system. It captures and stores any document orimage, regardless of format, application, or environment inwhich it was created. Once captured in the powerful andsecured DocuVault repository, documents, individual pagesor images can be easily searched, retrieved, assembled, anddelivered via distributed print, fax, e-mail, PDF attachment,Web, PDA, etc.

www.asg.com

www.emc.com

y

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UNDERWRITTEN IN PART BY

Rivet LogicRivet Logic is a professional services firm that helps organizations better engage with customers, improvecollaboration, and streamline business operations through open source enterprise content management andcollaboration solutions. Rivet Logic addresses many of today’s workplace challenges with ECM solutions thatenable organizations to transform traditional content repositories and static intranets into dynamic, collaborativework environments through open source functionality. Through effective digital content management,streamlined workflow, optimized search and retrieval capability, and social media integration, our ECM solutionsresult in accelerated end-user adoption, increased productivity, cost savings and optimal business value.

Although most companies remain unaware, a new wave of emerging commercially supported, open sourceECM applications can help enterprises dramatically improve productivity while keeping IT costs under control. Inmany respects open source has now equaled and even surpassed the capabilities of proprietary, traditionalsoftware alternatives. Features of leading open source ECM applications include:

NuxeoEnterprise Content Management is our focus. As a software vendor with global reach, Nuxeo is among ahandful of pioneering software companies dedicated to accelerating open source acceptance into mainstreamenterprise.

Founded in 2000, Nuxeo is an ECM innovator with offices in Europe and North America. Our customers andpartners represent numerous vertical industries across the globe. Our success is measured on the strength ofour product and community: high customer satisfaction rates, strategic partnerships, collaborative approachesto content-centric applications.

Nuxeo has delivered on its product strategy: ECM as a platform for content applications. The spectrum of ouropen source ECM offerings include the foundation platform - Nuxeo EP, and packaged applications - NuxeoDM and Nuxeo DAM - built from this extensible platform. Addressing the needs of both horizontal and verticalECM requirements, Nuxeo ensures that customers, systems integrators, and solution builders with deepdomain expertise can create and deploy content applications to meet specific business needs

Founded on the principles of open source, Nuxeo is passionate about community: the ecosystem of ourcustomers and partners who run their critical content-centric applications on our platform. Open sourceensures that these external stakeholders have full visibility into the not only the source code but the roadmapand ongoing commitment to standards and platforms. Clients, integrators and our own developers cometogether to share ideas, integrations and code to deliver value to the larger user base.

To learn more about Nuxeo – open source ECM please visit us at www.nuxeo.com

• Rules-based document repository that replaces the sharednetwork drive

• Effective search & retrieval utilizing content modeling andfederated and cross-repository search

• Seamless repository interfaces based on standards (CIFS,WebDAV, FTP)

• Library services, version control and file check-in/check-out• Collaboration features – wiki, discussion forum, blog • Workflow • Document imaging • Records management • Security – LDAP & Active DirectoryThe types of commercially backed, open source enterpriseapplications that support document management include

enterprise content management systems and repositories,enterprise portals, and wikis.Enterprises of all sizes can benefit by considering the followingopen source software technologies: • Alfresco, an open source ECM platform that provides a

strong foundation for enterprise content management andcollaboration. Alfresco was co-founded by John Newton,who also co-founded Documentum.

• Liferay, an open source portal for team collaboration andenterprise-wide intranets. In addition, portals providesupport for personalization and aggregation of enterprisecontent and applications

www.rivetlogic.com

www.nuxeo.com

AIIM (www.aiim.org) is the community that provides education, research, and best practices to helporganizations find, control, and optimize their information.

For over 60 years, AIIM has been the leading non-profit organization focused on helping users tounderstand the challenges associated with managing documents, content, records, and businessprocesses. Today, AIIM is international in scope, independent, implementation-focused, and, as therepresentative of the entire ECM industry - including users, suppliers, and the channel - acts as theindustry’s intermediary.

© 2010AIIM1100 Wayne Avenue, Suite 1100Silver Spring, MD 20910301.587.8202www.aiim.org


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