When I was the CEO of an independent document capture company (Datacap), I found it painful to listen to customers articulate why they were reluctant to bring in a specialty vendor for technology like document capture. "There is a lot of overhead in managing vendor relationships," is the way the discussion would often start. Datacap, being itself a relatively small company working with only a modest number of vendors, did not prepare me to be sympathetic to these concerns.
I would argue that it was far better for them to select the "best of breed" solution then to hang their hats on keeping the number of vendors they are working with down. Seemed obvious to me that the better technology would also be the better choice, no matter how many vendors that involved.
Sometimes that argument worked... but many times it did not help. Customers from large organizations have significant challenges, even within the confines of that organization. Sometimes Herculean efforts are required just to align the interests of different departments, notably those with operational responsibilities versus those with technical/IT responsibilities. Throw into the mix hundreds of vendors with different licensing terms, different support structures and availability, and you get the recipe for ongoing chaos.
Large financial institutions are the very model of these challenges. As banking has been transformed globally from a large set of small organizations with primarily local customers into far-reaching regional, national, and global institutions, the challenges they face in managing technology and, of course, the vendors providing that technology, are vast. What's one more vendor in the mix? It might be the straw the breaks the camel's back!
Now I understand the logic behind vendor consolidation far better - and it helps explain the success we have had in banking and finance as IBM Datacap... that we were never able to achieve when we were an independent vendor. Particularly with the Production Imaging Edition (PIE), we are offering a complete imaging packaging from capture to repository. Of course, there are other explanations as well, not the least of which is the increasingly tight integration we have established with the repository where captured documents are stored.
There's no magic number of vendors, but there is a hidden dynamic that I have learned: on the buying side of the technology equation there are constraints and considerations that legitimately have an impact on vendor selection. Have you run into those constraints? I'd like to hear your experience.
Although I have been involved in document capture for over 20 years, it was not until Datacap joined forces with IBM in 2010 that we started to meet regularly with large banks to help them address their massive mortgage processing challenges. Even given all the things that I had learned over the years about high-volume document capture, I have been surprised just how many nuances and special considerations that there are when it comes time to scan a mortgage.
Are you considering scanning and advanced document capture in your mortgage business (or are you just interested in learning more capture tricks-of-the-trade)? If so, then here's my list of the two most important ways that mortgage document capture is special:
1) Document = Batch
Most document capture applications are batch oriented. Why? Because it is almost always more efficient to scan a number of documents all at once (a "batch") versus one at a time. It is also a very useful simplification technique to reduce the number of "things" to track by grouping them into a batch, for example, if a batch consists of 50 documents, then there is a 50-to-1 reduction in 'things' to track.
There are some situations, however, where each document is its own batch. For example, this is often the case when the capture system reads from faxes. Typically each transmission is read into its own batch, and the sender is typically sending one document. Bank branch batch capture (described here) is another good example, where a customer hands over a document to a branch officer and that officer scans that document as a “batch.”
But mortgages are different. Depending on how you count documents, a mortgage packet of 200 or 250 pages may consist of 15 or 20 fairly generic document types up to 50 to 75 very specific doc types. In other words, the one meta-document, the "mortgage," is made up of many different individual documents, e.g. the loan agreement, proof of employment, liens, etc.
2) The primacy of document classification
For many years, advanced document capture was called "forms processing" because the task was to read data off of fixed forms. The archetypical application of forms processing technology was reading tax returns for government revenue departments. There may be different tax forms and schedules, but typically they had bar codes or other easy-to-identify distinguishing marks. (Read the Virginia Department of Taxation case study.)
A mortgage "document" with all its sub-documents is a completely different beast. In the packet there may be some forms with bar codes, but there are many pages that have to be "read" to figure out what they are. The biggest task - by far - when processing a mortgage is to figure out what each of the sub-documents is, and where they end and the next begins. There's no easy one-size-fits-all solution. Doing a good job requires an armory of techniques, some simple and fast like bar code recognition, and some much more sophisticated such as fingerprint matching and textual classification via content analytics.
Of course, mortgage processing shares many challenges and processing characteristics with other large-scale document capture environments. For example, demands for timeliness are high – getting the documents into the repository at the first possible moment in order to make them available for loan servicing or other parts of the organization. And there is a role – in some organizations – for remote capture in a browser or through MFPs of mortgages and/or related follow-on documents.
Mortgage processing is a bit different than many, perhaps most, document capture applications. But if you have any experience in document capture, you know that one of the enduring characteristics of capture is that it is “hard” exactly because each application is different. Even within the category of mortgage processors - e.g. originators, wholesale, correspondent – each have different needs on what document sub-types they want to identify. The knowledge and experience of one implementation can help with the next, but it is never just a matter of plugging in the same application for two different banks and expecting them to both work the same way!
I’ve been on my high horse – or more accurately, my bicycle – for a while about looking at the benefits of document capture from a different point of view: the customer’s customer, and how it affects them. I summarized these ideas in a video tribute to the Tour de France which ended in Paris yesterday… Tour de Office...
But let’s look at the details. How does document capture fit into a strategy of improving customer satisfaction, better customer retention, and acquisition? Let's think of it from the point of view of a bank and their retail customers. Banking globally is still one of those businesses where paper plays a crucial role in many customer interactions. Capturing data off of a new account application or a loan origination form is crucial to the bank's business - and doing it accurately and in a timely manner will have a big impact on customer satisfaction.
But these metrics, no matter how significant, do not tell the whole story of the way that document capture and imaging can improve a bank customer's experience. It goes beyond the simple ability to turn a document around, i.e. to process the information on it.
Take a look at this quick video from PT Bank Internasional Indonesia (also known as Maybank) in Indonesia. As a rapidly growing bank, they faced daunting obstacles in scaling up their paper processes, particularly as they surveyed the market for international expansion. Account opening, for example, was a manual, paper-based process, delaying the sharing of information between branches. The goal, for Maybank was a central repository to store documents so that branches and departments that previously faced massive hurdles in sharing information could start to do so effortlessly.
Digitizing and electronically capturing customer documents helps Maybank simplify and iterate account-opening and remittance processes, which reduces turnaround time and improves customer satisfaction. The solution also allows them to update customer records and transactions in real time and then share this information across multiple systems for accurate decision making.
In other words, a significant benefit, and one that has a direct impact on customer satisfaction, was the ability to break down some of the barriers within the bank itself. (I’ve explored this theme in an earlier blog on Smarter Commerce.)
And let's not forget that by "truncating" (scanning and destroying) the paper early in the process - at the branch - there is a huge benefit to the customer of increased security for their personal information. The loan application they fill in, instead of floating around the branch, and being sent as unencrypted paper around various bank departments, with sensitive personal information, including income and dates, now becomes an electronic document, all access to which is strictly controlled and tracked.
This is just one, real-world example illustrating some of the indirect benefits of document capture. Of course, capturing a document is really just the beginning of a process, most commonly associated with document imaging. It’s an academic question whether the true value is in the capturing or the storing (and retrieval!) of documents. The point is that when combined, capturing and imaging documents can play a central role in a customer-centric document strategy, which both improves internal processes and customer satisfaction.
Learn more about IBM’s Production Imaging Edition which features a unique bundle of document imaging and capture technologies here.
And don’t forget to follow me @CaptureGuru on Twitter!
Document capture improves customers' experience at the bank
These days customers expect their branch banking experience to be like their other retail activities - quick, efficient, and seamlessly interwoven into the smart phone-based tempo of their lives. To stay competitive, a bank must deliver a snappy, iPhone-like experience, even in the context of a walk-in customer. While walking into a bank branch is not the same thing as using an on-demand service from Google and Facebook, many bank customers, particularly the younger ones that banks are always seeking to attract, expect immediate and accurate responses to their requests.
Since documents - like loan and new account applications, signature cards, and changes of address - are central to bank operations, the ability to process those documents quickly and accurately is key to meeting today's consumer expectations. And meeting or exceeding those expectations is the route to a happy customer experience.
Here's how a European bank made their customers much happier
I've recently worked with one of our banking customers in Europe. When I first met with them a year and a half ago, they were determined to improve their customers' in-branch experience, particularly when the customer would come in for a paper document-related transaction (as opposed to simply depositing or removing money).
Before Datacap, the customer would sit with a bank officer who would review the documents for completeness, thank them, and instruct them to come back the next day. Then the officer would type content from the documents into the relevant bank system, as well as faxing or sending the physical documents to a central location.
Now the process has been revolutionized. The paper documents are still there, the customer is still sitting with the bank officer, but once the officer takes a quick look at the document, they drop them into a document scanner at their desk. Then they wait (see my blog about that wait and why it is important and a challenge!). The goal is a turn around time of around 15 seconds, but at peak times it might take a minute.
While the bank officer and the customer are having a quick chat, a lot is happening in the background:
- document images are sent from the branch to central servers
- OCR and ICR, document classification, image enhancement, data validations all take place
- the results are sent back to the branch
Then the officer can review the electronic document, sign off and complete the transaction.
Speed doesn't help if the data being capture is riddled with errors. A mistake on a loan application can be devastating - a denied loan and a potentially desperate search for alternative financing. The manual process of entering data has always been a weak link in banking transactions. Automated data extraction using optical character recognition and related techniques and technologies can reduce errors, particularly when those technologies are paired with skilled workers, such as a bank officer, who reviews the results of automated recognition.
Accuracy is improved because the software will flag problem fields for review. So the bank officer looks only at fields with suspected problems. Worse case scenario: they review every field and it takes as long as it would to do manually. Either way, accuracy is improved because you have one pass of automated data entry and one pass of review by an experienced human.
Fast and accurate transaction make for happier customers
Document capture helps make sure the customer's high expectations are speedily met, so they can leave feeling good and maybe even with some additional money in their pocket! Happier customers make for happier banks who can more easily acquire new customers more easily and retain their existing ones.
For ongoing insights follow me on Twitter @CaptureGuru.
A question and answer blog with Cengiz Satir, Program Director, IBM ECM, and Michael Green, Senior Offering Manager, IBM Case Manager as they talk about the importance of businesses having a strategy that delivers a content and case experience independent of device or platform.
The Game Changing Experience Platform for Content and Case…from IBM
Every organization today is looking for ways to improve the overall efficiency at which they operate. In the “always on” world that we live in, it should be no surprise that businesses are looking for more than just a content user interface. They are looking for a consistent content experience that enables their entire business to interact with and manage content regardless of the browser, device, or platform . Equally important is the ability for a business to seamlessly access and manage content coming from different content sources, providing them with the ability to leverage content more broadly in solutions like case management.
Michael to Cengiz:
Q. I keep hearing this term “experience platform”, can you elaborate on what the IBM ECM team is doing in and around this strategy that is being characterized as “game changing”?
A. IBM Content Navigator is both a HTML 5 content experience and a development platform that offers organizations the flexibility to use a single out-of-the box user experience to address advanced document and content operations across desktop applications such as Microsoft Office, mobile devices including phones and tablets, and of course their web browser(s) of choice. This consistent content experience is also the vehicle that delivers a platform for developing custom applications and integrating with IBM and/or third-party solutions, hence the term “experience platform ”.
Michael to Cengiz:
Q. So Cengiz, would you say that this Content Navigator experience platform is a strategy that will help businesses realize rapid adoption for both content and business specific applications like Case?
A. Again, the key here is that IBM Content Navigator is an HTML5 content experience that also includes a set of reusable components along with a consistent modeling layer. This enables the entire ECM portfolio of products and solutions, our customers, and our partners to leverage out of the box functionality, as well as to quickly build apps that service a variety of business needs. In fact, some of the new capabilities now available as part of the latest Navigator release showcase integration points around mobile with IBM Worklight, secure file transfer with IBM QuickFile and of course case management with IBM Case Manager.
Michael to Cengiz:
Q. Before you start asking me questions about the exciting Case Manager release built on top of Content Navigator, can you elaborate further on the new mobile and secure file transfer capabilities?
A. With the latest release of Content Navigator we have updated our native iOS application for iPhone and iPad. The new app will be available shortly for download from the App Store and includes some great features, like the ability to add new documents from the camera or external apps, capture documents for batch processing via IBM Datacap, create searches for content, and now enables IBM Case Manager on your mobile device. New in this release, IBM Worklight is included with Content Navigator. Worklight provides organizations with an advanced mobile application development toolkit for creating native, HTML 5, and hybrid applications for iOS, Android, Blackberry and Windows Phone. Also shipping with Content Navigator is IBM QuickFile. This integrated secure transfer and sharing experience enables files from IBM ECM to be securely shared both inside and outside the organization by any IBM ECM user.
Cengiz to Michael.
Q. Let me turn the tables on you Michael. Can you tell me how the Content Navigator experience platform will positively impact knowledge workers using IBM Case Manager?
A. IBM Case Manager 5.2 is a mature release with a lot of new features –some of which are because it has incorporated Content Navigator as its UI framework. One of the key benefits knowledge workers will see in 5.2 is the ability to initiate real ad hoc processes using a built in tool. This will finally put the power of decision making into the hands of the decision makers, so that is a big win for knowledge workers –though not necessarily because of the incorporation of Navigator.
IBM, with its partner Adjacent Technologies, is proud to announce that an IBM Case Manager solution for the Texas Office of Attorney General (Texas OAG) was been awarded the WfMC Global Excellence Award for Case Management. The cloud based Texas OAG solution has updated the outmoded legacy system and has helped the Crime Victims Services Division (CVSD) initiate compensation claims more quickly. By accessing all the required documentation through a single interface, knowledge workers can process case work more accurately, track and assign work based on metrics. At the end of the day CVSD was able to respond to Victims of Crimes faster, more efficiently and for less cost.
The WfMC awarded IBM and Texas OAG the Award for Legal and Courts because the application perfectly exemplified the requirements for Advanced Case Management: it provided access to all the required information, both current and legacy; it employed both business rules and flexible process management; it utilized analytics to capture metrics and initiate next steps; and it provided Texas OAG knowledge workers with user interfaces tailored to exactly their needs. The Solution also allowed the CVSD to update their processes quickly without major effort from IT and with a cloud deployment, provided the ability to scale on demand without significant investment in hardware. Importantly, with the IBM Case Manager based application the Texas OAG had a solution that met all their current needs and provided technology leadership and scale to meet their future needs as well.
From an IBM point of the view, its second WfMC award is both a validation of its leadership in the Advanced Case Management space, as well proof of its momentum in the marketplace. With a growing number of satisfied customers world wide and increasing stable of validated partner applications, as well two consecutive WfMC awards, IBM Case Manager has established itself as the leader in the ACM space.
Guest Blog:Dave Perman , Sr. Product Manager - IBM
For IBM Case Manager’s design, development and offering teams, Friday, September 13th was a very good day. After a year of hard work by IBMers that span the globe, it was the day that the forth major release of the product, version 5.2, was available for worldwide download.
ICM 5.2 contains major enhancements requested by our partners and customers.
It starts with its support for the unified Content Platform Engine 5.2 that offers greater architectural simplicity in addition to performance. This platform release also included capabilities needed to support several new ICM 5.2 features.
A new ICM web based administrative client, modeled after the platform’s ACCE counterpart, makes tasks like configuration and import/export much easier and accessible right from your browser.
Case Builder also got its share of new features. From its integrated solution page designer, to a new data layout editor that lets you design rich form like views to display your case properties, to an integrated rules designer that has case property awareness, and finally to a completely rewritten task step editor that is significantly faster and easier to use. By being part of Case Builder, artifacts from these components are now included in the solution package and automatically deployed along with everything else, saving you time and many manual steps.
The final piece to the ICM 5.2 puzzle is the completely new Case Client. Now built on top of ECM’s popular Content Navigator framework, the client gains performance, visual consistency and behaviors with the other ECM apps like Content Navigator, and a bunch of new features such as Case Visualizer that gives case workers a complete view of what is happening with their cases. You can even combine other Navigator features into a single desktop along with the Case Client for those users who want quick access to each.
Customers and partners who were involved in the release’s design have praised its architectural streamlining, its enhanced customization and configuration, its alignment with a common, standards based UI framework, and its ability to empower end user to handle case style solutions faster and more efficiently.
For us on the design and development teams, we will enjoy the moment, catch a well deserved breath and then start the process all over again. For the rest of you, check out IBM.com and developerWorks for more details on IBM Case Manager 5.2. We think you will like what you see.
Guest post by David G. Caldeira, IBM Director of ECM Products and Strategy
The shift from traditional software delivery models to cloud or SaaS for some use cases has gained quite a bit of momentum over the last five years. In fact, IBM expects cloud computing to deliver $7 billion in revenue by 2015.
Traditional business applications can be complicated and expensive. Some require a team of experts to install, configure, test, run, secure, and update them. When you multiply this across dozens or hundreds of applications, it’s easy to see why even companies with the best IT departments don’t get all the applications they need.
With cloud computing, costs can be reduced pretty dramatically because you’re not managing hardware and software – the vendor does it for you. The shared infrastructure means it works like a utility: you only pay for what you need, upgrades are automatic, and scaling up or down is easy.
This week at IMPACT 2013, we’ll be demonstrating a case manager solution for SmartCloud, IBM’s enterprise-class, secure cloud technology. It’s a hosted environment for demonstration, evaluation, education, development and testing of case management solutions.
Organizations today face case management challenges that require more insight, responsiveness and collaboration. IBM Case Manager extends case management by integrating capabilities designed to help close cases efficiently with better results – in essence, to work smarter. Using enhanced and proven capabilities, advanced case management helps companies deliver better business outcomes by extracting more value out of their information -- whether that’s in a customer request, loan application, complex industry or regulatory procedure or other complex, knowledge worker-driven activities.
By automating the right processes, applying the right analysis and involving the right people, management can optimize case outcomes.
For example, UniCredit, a global banking and financial services company, wanted to take a proactive approach to crisis management and establish world-class capabilities via faster response times, a shorter decision chain, and the ability to share information with authorities and other banks. With Case Manager, UniCredit is now able to quickly simulate different scenarios of an event or combine different events in a single case from internal and external data sources. This information can be securely shared across the organization or with external parties via PC, tablet or Blackberry. As a result, the bank has been able to reduce risk, minimize liability, secure information, and capture the experience to learn and prepare for future crisis.
Tejon Ranch, the largest private landholding in California, is using Case Manager to maneuver contracts through the office more easily and ensure that insurance certificates are updated from more than 5,000 consultants. The company can also quickly react to access bonds for general use improvements and additional building projects. Management can easily track what’s been spent, maintain all supporting documents for those activities, and be ready to take advantage of the best opportunity to exercise future bonds
This latest release of Case Manager is part of IBM's overall strategy to deliver advanced case management solutions that unify information, processes and people within many industries to handle their critical business caseloads more effectively. You can see a preview of Case Manager on SmartCloud and other Smarter Content solutions in action at Booth SP-6 in the Smarter Process zone.
Guest blog by Michael Green - Offering lead, IBM Case Manager
While an understanding of how the power of content differentiates IBM Case Manager from IBM BPM is important in any discussion of the two, it is not the only differentiator. Another key feature of case management is that in case the knowledge worker or case manager is the main decision maker. As such, the ability to provide flexible process flows that emanate from the case worker and do not have a predetermined outcome is of critical importance.
In classic BPM the processes are understood as being end to end – with business rules and process parameters dictating the process flow between applications and through an organization. Out of this structure comes repeatable processes, enhanced efficiencies and faster throughput. A rules based assembly line assembly line for enhancing the productivity of knowledge works.
Case management however, defies this rational. It is has too many unrepeatable steps, too many that if they are repeatable are done so out of order, or used for some cases and not others. Mostly, it is a process that is driven not by a rules engine but by a knowledge or case worker, based on the unique specifics of the case. Certainly there can be business rules involved to handle initial triaging and scoring, and process choreography to handle the required back end updating and data collection, but the majority of decisions and task initiation in a case are made by the case workers themselves. These decisions are based on the documentation associated with the case, the policies and regulations surrounding the case type, and the case workers own understanding of what would be needed to successfully resolve the case file – to achieve a positive outcome.
To achieve the benefits of BPM in a case scenario the processes must therefore be discrete, individual and none sequential. They must be able to be chosen as needed by the case worker and include the ability to launch ad hoc process steps (usually via email sent from within the application) and include searchable comments – so that decisions are documented and kept in context. These are capabilities found in IBM Case Manager about which I will enunciate next post.
Guest post by Scott Blau, WW Director of Document Capture, IBM ECM
In the 1960s, America was riven by “the generation gap:” elders who supported government and traditional family relations vs. the boomer generation of rebels in culture and politics. With the challenges of the 1970s the split started to loose relevance, until in the 1980s the boomers were getting older and more like their parents. The generation gap just faded. Or was it just replaced by a newer gap?
In a recent conversation with a bank CIO, I learned that the bank has a paper problem, but not the one I expected. The bank had installed a scanning system to capture paper documents and turn them into images, yet had been unable to realize the dream of a “paperless office.” With a little research the CIO and his team discovered something that many organizations are now facing: there is a new generation gap, and it is all wrapped up in paper.
Although the bank has a stated policy that discourages printing documents, some loan officers continued to copy each and every loan package (even mortgage applications of 200 or more pages) for their own reference. That in spite of the fact that the loan package is next sent for central scanning and then pushed on an internal portal for reference with handy indexing by document type.
Why were some of the most experienced – and productive – loan officers doing this? At first, the bank thought that the loan officers were simply being careful – ‘I’d better make a copy just in case the document is lost during transit.” But even after the bank installed scanning software in every branch, they were still making personal copies.
After he described this puzzling trend, I told the banker that he didn’t have a technology problem; he had a dependency problem, much like alcoholism or drug addiction in his company. Only in this case, people have become addicted to paper. Forget that an electronic document has been declared just as legal as a paper document. Forget that an electronic document can be retrieved much more quickly than a paper document; that you can copy it and paste it; keep it handy on your desktop, and even annotate it and share it in seconds with a colleague halfway across the country. The problem is you can’t hold it.
Even more interesting though, is the fact that paper addiction seems to be generational. The older and more mature loan officers were the offenders. There is a cut-off – somewhere around 1984 when the post-WWII generation gap supposedly disappeared – after which anyone born has no use for paper documents. The newer generation that has grown up with computers in school - using calculators instead of slide rules, and using word processors instead of typewriters - and their relationship to a sheet of paper is different from the previous generation.
The previous generation, which I fall into, required reams of paper to get through a school day. We grew up writing term papers in either in long hand on carefully typing, and re-typing, them. We calculated algebra equations on scratch pads. When we started our professional lives, there were secretaries in typing pools, clerks whose job it was to wheel around the office delivering interoffice mail, and miles of aisles in the basement filled with file folders.
We got so used to being able to hold a document in our hands that we became dependent on it, like a 3 year old cuddling a teddy bear in bed. And now many in my generation can’t do without it.
So I suggested to the banker that she could either wait 20 years for the young generation to replace the aging paper addicts – and who knows what the next generation gap may bring – or begin an awareness campaign around the advantages of electronic documents over paper and wean people off their dependency. But the irony was not lost that – after 25 years of hearing about the paperless office, that, here it is, finally within reach, and the last obstacle is simply people being unwilling to give up the comfort ofholding a document in their hands.
Guest Blog by Michael Green, Offering Team Lead, FileNet BPM
IBM Case Manager
(ICM) shares with IBM BPM the ability to design a case workflow and build
business rules to automate certain aspects of that workflow. However, there are
a number of ways that ICM differs from IBM BPM in respect to how it handles the
requirements of a case vs a normal process flow.
The first is in
regards to how ICM understands process flows.Unlike normal workflows, which have defined start and end point, in
cases the outcome is unknown.Is the
compensation claim going to be settled next week, or if the claim does last a
long time, the steps needed will be different. It is because of these unknowns
that ICM has adopted a flexible process mechanism based on process fragments or
'tasks'.These break the process up into
discrete actions and allow the caseworker the ability to decide which task
should be undertaken when. Some tasks may never undertaken for a specific case,
others may be mandatory for all cases, but the deciding power is based on the
decision of the caseworker.
The second involves
analytics or what we call 'decision support services'.This is the ability to expand on what the
worker already knows, their experience and training, by providing specific
analytical tools to help them make more informed decisions.ICM includes the capability to do analysis on
all other similar case files, using content analytics, to find commonalities
and help in making decisions more normalised.
differentiator involves content.IBM BPM
supports the CMIS standard for content federation.This enables it to choreograph content based
processes.The difference with ICM
however, is that it also enables something we call 'active content' and
supports all content standards, not just CMIS.ICM works with the document metadata to understand what the document is,
which case it is a part of, and then automatically move it to move to the next
step in the process flow.Active content
also tracks each time a document is opened, who opened it, what changes were
made, and what were the next steps taken as a result of that review.
The ECM Regional UserNet events, hosted by local ECM user groups in partnership
with IBM, are designed to bring together an extended local ecosystem of talent
to draw and learn from including clients, IBM ECM experts and ValueNet partners.
Attend one of this year’s Regional UserNet events at no cost where you can:
Participate in an exceptional agenda including keynote presentations
from industry leaders, over 36 breakout sessions delivered by our product
experts and business partners, and don’t forget the product demos and hands-on
Leverage the many networking opportunities to share ideas for using
information to drive ROI, reduce costs, manage risk and improve case management.
Experience real-world solutions and the latest industry innovations that
can help your organization achieve an information-led transformation.
you are an IT professional, senior executive, part of the legal department, a
line-of-business manager or compliance officer, this is your opportunity to
participate in the exchange of best practices and experience the leading
industry solutions. Best of all, these events are FREE!
Content Manager OnDemand will be broadly represented at IOD this year. The team and I look forward to seeing you there.
Expo Center Bayside C
The Expo opens 6pm Sunday Oct 25th and will remain open throughout the event.IBM Content Manager OnDemand will be featured at Booth 806 - in the mini theater, and at a demo pedestal with IBM Content Manager.
IBM Content Manager OnDemand Update
Time: Mon, 26/Oct, 02:45 PM - 03:45 PM
Location: Mandalay Bay North Convention Center - Islander E
The OnDemand User Group is sponsoring an event just for OnDemand users on Thursday, Oct. 29 from 9:00 a.m. to 1:00 pm. Greg Felderman will be presenting the OnDemand roadmap and will moderate a Q&A session. The session number is UGM-3882. It will be located in the Jasmine F conference room.
Hello, and welcome to this inaugural post with the aim of discussing Enterprise Report Management (ERM) related topics.Please look elsewhere for discussions about enterprise risk management or enhanced remote mirroring.
ERM is not new, the technology has been around for over 20 years with products like IBM Content Manager OnDemand,IBM FileNet COLD, IBM FileNet Report Manager, and IBM Report Management and Distribution System.
During this time many organizations have woven ERM applications into the backbone of their businesses to manage the storage and access of formatted high volume computer output and reports in support of customer service and, more recently, customer self service.
Other applications include online check storage and retrieval.If your internet banking application allows you to view your checks online, chances are they are being stored in an IBM Content Manager OnDemand system.
Historically ERM has been viewed as a standalone application. But within the past 3-4 years, ERM products have been increasingly integrated with other ECM products to support content, records and business process management applications. Not surprisingly, leading analysts now track ERM as a subcomponent of the Enterprise Content Management (ECM) market.
I look forward to discussing the use of ERM within the broader ECM community and beyond. Here’s looking forward to the next 20 years.
In Part 2, Randy spoke of the process to identify ECM CC services packages and tiers. During that exercise the services were prioritized based on the project pipe line when the services will be needed. In this part, I will focus on developing a staffing plan to deliver and support the planned services and projects. There are a number of activities that must be understood to develop a well thought out staffing plan. First the organization needs to establish a project concurrency capacity objective. The number of concurrent projects will determine the number of resources and skills mix needed to deploy solution leveraging the ECM CC Community services.
Once the number of concurrent projects is determined, then the information gathered in the Evaluate Current State step of the roadmap can be used to define an organization leveraging many of the ECM skills that currently exist in the organization. A plan is defined to address the skill gaps and take into account the prioritization of the projects in the pipeline, as well as the concurrency objectives when determining a timeline and the immediacy of filling the gaps. Once the timeline and immediacy is understood, the plan would outline the approach to fill both short term and long term gaps. For some skills it may involve contract resources to address immediate needs while leveraging those resources in a mentoring capacity.
Here is an example of the impact of the number of concurrent ECM enabled projects on the staffing of an ECM CC.
In this example, an IBM ECM CC modeled customer looked back at the projects they deployed over a year and determined the average number of hours by role. They also determined an average elapse time of the projects, which was 3½ months for an ECM engagement for the given year. With that information they determined that if they started 1 new project per month that it should average 3½ projects being managed in a given month. In the above chart you can see the impact this organization saw when managing 3½ projects concurrently and the impact if more projects are introduced on a monthly bases. This analysis helps them to determine staffing needs given the amount of work that the steering committee had established as guidelines.
The next part in this series will discuss developing an ECM CC Engagement Process. This is one of the Best Practices and Standards that needs to be developed to guide ECM Solution delivery and helps the organization to take full advantage of the benefits of having an ECM CC.
In the meantime, please feel free to leave feedback or suggest topics that you'd like me to explore. Love to hear from you!
Hi. My name is Ian Story. I'm an IBM customer, advocate, user group president, and in my spare time, I also work for a Fortune 100 financial institution (and prior to that a Fortune 100 manufacturing company). In both my current and previous job, I manage(d) teams of folks that do(did) enterprise content management (ECM), here in Seattle, WA. I'll be posting from time to time on the blog here at the IBM ECM Community, as I've been involved with IBM, and before that FileNet, ECM for nearly 12 years. That surely doesn't mean that I know everything, or even anything, when it comes down to it, but frankly, that's part of the reason I'm excited about this community - the opportunity to learn from each other. But enough about me (if you really care, you can see more on my profile, here at this "easy to remember" url)...
One of the things that I've always heard from my peers, at user group meetings, etc. is that we need to have a forum where the community can work together - whether it's to ask questions of each other, share best practices, influence product direction, or just generally network and get to know each other. For a long time, people have gravitated toward other grass roots communities to do this, whether filesite.org or IT Toolbox (both of which you can find linked from this community in our bookmarks section), as there hasn't been a place to have these types of discussions at IBM. Sure, there used to be some IBM/FileNet mailing lists, but those seem to have died out over time, and it's nearly impossible to find them, more on that in a future post perhaps. Well, now there is a place for these discussions, and you've already found it, since you're reading this!
Now that we've got this great shell setup, with places to share bookmarks, forums to post questions and have discussions, a place to setup your profile/join as a member and connect with others, RSS feeds, etc. - the key thing is that we need participation from people just like you in the community. Your "todo" if you want this to become a valuable resource is to join the community, go out and post some of your favorite bookmarks, post a question or two in the forums, etc. Don't be bashful, I'm sure that you have something you'd like to know about ECM, a problem that is bugging you, or a useful tip to share!
Get out there, add the ECM Community as a favorite in your browser, setup your profile, post some content, and go for it! I would love for my next blog post to be about all the great threads we've got going and casting light on some questions people have asked that are impossible to answer (we'll then get some IBM folks on here to answer them if need be!)...
That's it for now, until next time - when in doubt, reboot :).
We are excited to announce that IBM has planned several Content Manager OnDemand workshops coming to a city near you! Whether you’re brand new to Content Manager OnDemand (CMOD), an experienced professional, or considering migrating from an older repository you won’t want to miss these special three-day events.
Our CMOD Development teams and Subject Matter Experts will be on-hand to present the latest offerings, covering all platforms. These sessions are offered free of charge, so register your team today.
The final agenda is being built now; stay tuned for more details.
Session highlights include:
· Why your organization needs Content Manager OnDemand
· What’s new in Content Manager OnDemand Version 9
· Content Manager OnDemand Trends, Direction and Futures
IBM Connect 2014 is almost here again – are you ready? Now is the time to start planning your schedule (using the Session Preview Tool you can build a plan and save or print it – or even email the info to your colleagues). If you're an ECM practitioner, there's a lot going for you to take advantage of. Below is a list of sessions that you'll want to add to your calendar.
Sunday, Jan. 26 Session BPD204 1:30pm, Room: Swan 1 "New Insights & Better Outcomes with Smarter Content to Drive Exceptional Customer Experiences" presented by Cengiz Satir, IBM Note: this is part of the Business Partner Development Day programming
Monday, Jan. 27 Session 1333 11am, Room: Swan Mockingbird 1-2 "Work with content the way we live – Social" Presented by Cengiz Satir, IBM and Richard Medina, Co-Founder and Principal Consultant, Doculabs
Tuesday, Jan. 28 Session 1335 10am, Room: Swan Pelican 1-2 "Securely Share Content With Anyone, Anywhere, In The World" Presented by Steve Studer, IBM; Ian Story, IBM
Tuesday, Jan. 28 Session KEY106 3pm, Room: Swan Ballroom 3-4 "Bringing The Enterprise Content Management Experience To Social and Mobile" Presented by John Murphy, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1523 8:15am, Room: Swan 9-10 "Future Directions Social Search and SaND" Presented by Bob Foyle, IBM
Wednesday, Jan. 29 Session 1337 11:15am, Room: Swan Mockingbird 1-2 " Rethink What's Possible with IBM Social Content" Presented by Ian Story, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1505 4:15pm, Room: Dolphin North Hemisphere E "Maximizing and Simplifying Connections And FileNet: Best Practices" Presented by Thomas Brawn, IBM; Scott Malabarba, IBM
And don't forget to visit the ECM pedestal inside the Solution Expo! As always, our product experts will be on-hand to provide a demo of the latest product updates and help you find exactly what you're looking for to take your content management strategy to the next level: social!
If you are interested in booking a one-on-one meeting with our executives, please act quickly as space is limited. Your request can be submitted directly to your IBM representative, but if you need help please contact me directly firstname.lastname@example.org
Alisa Maclin - VP, Industry Solutions Marketing
Carol Taylor – WW Sales Leader, ECM Platform, Social, & Daeja
Doug Hunt - Enterprise Content Management General Manager
Feri Clayton - Director Document Imaging And Capture
John Murphy - Vice President, Products and Strategy, ECM
Maria Winans - VP, WW Software Solutions Group Marketing
Paul Fitzpatrick - Director, ECM & Smarter Cities Marketing
Are you planning to attend the OnDemand User Group (ODUG) meeting that is taking place during IOD? This year for the first time, these meetings will be simultaneously broadcast via the web so even if you're not able to attend IOD in person, you can still join the sessions.
Hear AT&T and other users talk about Enhanced Retention with CMOD
See what the new IBM Content Navigator can do for CMOD
Learn Information Lifecycle and Governance Best Practices for CMOD from other users
If you're attending IOD, there's no need to RSVP – just join us in Tropics B! If you want to join us online, please register for each session below.
When: Thursday, November 7, 2013
Where: Mandalay Bay Convention Center, Tropics B
The New IBM Content Navigator
IBM's Senior Product Manager Ian Story will lead a guided tour of the new IBM Content Navigator and its benefits to CMOD users, including Mobile ECM capabilities, CM8 and CMOD federation, e-Client/pClient replacement functions and much more.
The CM8 User Group is pleased to invite you to a meeting for CM8 users on November 5 during the IOD conference. Meet us in Tropics B to hear from CM8 users and share your own experiences. For the first time ever, this session will be simultaneously broadcast online! Even if you can't join us in person, we'd love to have you attend our web session!
The goals of the CM8 User Group are: To allow CM8 customers to "share & network" their install/success stories and to learn how to "achieve greater business value" from their CM8 investments.
Hosted by Bridget Klare - Kroger Company, we'll cover a comprehensive agenda, including:
Royal Bank of Canada - Joseph Likuski, ECM Leader at RBC, will discuss RBC's CM8 implementation and use of IBM Content Collector for email
Erie Insurance - Mary Jo Ingalls, ECM Leader at Erie, will cover Erie's journey with IBM over the years, including IS to CM8 migration, CM for claims, addition of CMOD and how they bridge them all together.
Demo: IBM Content Navigator for CM8 - Ian Story, IBM Senior Product Manager, will demo the new ICN V. 3 release which includes CM8 & CMOD federation, e-Client/pClient replacement functions and much more
CM8 Product Strategy Panel Discussion - Featuring IBM's Jim Reimer, IBM CM8 Architect, Cristiane Hilkner, Vice President, ECM Development, Ian Story, Senior Product Manager, Shailesh Gupta, CM8 Product Development Manager
CM8 Next Product Update - Shailesh Gupta - IBM ECM Product Manager
Whether in person at IOD or via the webcast, you won't want to miss this event! If you're attending IOD, there's no need to RSVP – join us in conference room Tropics B at 10am.
When: Tuesday, November 5, 2013 10:00am – 12:15pm PT
Guest Blogby Michael Green - Offering lead, IBM Case Manager
Momentum is a product of the mass and velocity of an object. When something grows in size and in speed it gains momentum. With its feature rich 5.2 release in September of this year, and its increasing number of new customers, partner solutions and implementations, IBM Case Manager is gaining significant momentum in the ACM marketplace.
It is well known that IBM ECM is clearly the ECM market leader with over 2000 customers, but what is less understood is the market momentum of IBM Case Manager. Starting at zero less than three years ago ICM now has several hundred customers and over twenty proven partner solutions, while customer success stories increase month over month. Customers are increasingly reaping the benefits of empowering their knowledge workers and are using the advanced features of ICM to help them make informed, consistent decisions to affect positive case resolutions.
While growing speed of customer adoption is one aspect ICM’s product momentum, the new 5.2 release adds significant mass to its equation. ICM 5.2 is the most mature, feature rich case offering in ICM’s history. Building on the concept of empowering the knowledge worker, ICM 5.2 adds real ad hoc processing to complement its ability to divide processes into discrete tasks. By so doing it enables knowledge workers to be in control of their case files while empowering them with both predefined and ad hoc process management. 5.2 also provides a tighter relationship with information by leveraging the new Content Navigator Experience Framework as its UI component. This provides a developmentally stable platform, better visual design tools and superior document management capabilities. Equally, the analytics story in ICM 5.2 is augmented by the new Case Visualizer capability, allowing users to graphically track case progression and, leveraging Navigator, tighter integration with BI tools like Cognos BI through its HTML 5 technology.
The real momentum with IBM Case Manager 5.2 however, is at the level of the knowledge worker. Increasingly enterprises around the world are using ICM solutions provided by IBM Partners to enable their knowledge workers with access to the right information, the relevant documents, the power to make decisions and to use discrete process management to drive those decisions to positive outcomes. Leveraging this market velocity with its mass of new features makes ICM 5.2 a must see.
Are you the LOB Manager or LOB Director, the CTO or the IT Director in your organization? Then the ACM tracks in the ECM Forum are for you. You will learn how to combine information, process and people to provide a complete view of case information and achieve optimized outcomes.
We will be showcasing some of the exciting stuff throughout the course of the event and I am sure you will have your brain stretched with the amount of takeaways we have in store for you! You will learn about the latest solutions and best practices for quickly using content and process management with advanced analytics, business rules, collaboration and social software to help drive better decisions.
Listen to these customer speakers:
Texas Office of the Attorney General: will share how IBM Case Manager helped streamline victims of crime compensation claims at the Texas OAG.
Turner Industries: will share how they are using IBM Case Manager to manage their quality assurance processes.
Great West Life: will share how to resolve multiple business challenges with IBM Case Manager in concert with IBM Business Partner, Ultera’s solution for insurance.
Do plan to attend these top sessions:
M 08:15 ECM in the General Session
M 10:15 IBM Case Manager to manage criminal history
M 02:00 ECM Keynote: Smarter Content. New Insights. Better Outcomes.
M 03:30 IBM ECM Products & Strategy
T 03:00 Zurich Mexico deploys IBM Case Manager
T 04:30 IBM Case Manager at Turner Industries
W 08:15 ECM in the General Session
W 10:00 Claim-to-Payment: ACM using IBM Case Manager comes to the rescue
R 11:15 Complex claims solutions: Transforming your operations using IBM Case Manager
Please visit the EXPO to learn more about IBM Case Manager and Case Management Solutions:
§ Stop by the Case Management pedestals to learn more about IBM Case Manager 5.2 and how it enables mobile solutions
§ See 15+ Business Partners at the EXPO with case management solutions
§ Visit the Smarter Process pedestal
§ Come see the Case Manager and Content Navigator demo at the Demo Gallery
Do not miss our exciting Business Partner solutions:
Adjacent: Award-winning Texas OAG’s Crime Victim Services Division solution to manage the victim application process, eligibility determination, case management and more.
Pyramid Solutions: A new Cloud/SaaS offering built on IBM Case Manager 5.2 from Pyramid Solutions.
IPD: Complex claims solutions: Transforming your operations using IBM Case Manager.
I would really encourage all of you reading this to view the entire IBM ECM ACM Agenda and use the session builder tool to build your personal agenda. So go ahead and put the exciting ACM sessions on your calendar as must do activities. Hope to meet with you at a bigger, better and exciting Information OnDemand Conference 2013
The 2013 IBM Enterprise Content Management Customer Innovation Awards program is seeking submissions by Aug. 23. This program recognizes IBM ECM clients who have demonstrated excellence in creating exceptional business value from IBM ECM software. Winners will be selected from among those organizations who have implemented innnovative solutions using IBM ECM software. Winners will be recognized at the Information On Demand 2013 Conference, November 3 - 7, 2013, Las Vegas, NV. Attendance at the conference is not mandatory to win an award.
For the Innovation Award submission form please email: Amit Kumar,
SUBMIT nomination by AUG. 23
WHY ENTER? The IBM Enterprise Content Management Customer Innovation Awards have a long history of recognizing outstanding companies that have implemented innovative ECM solutions combining business and technical vision with demonstrable results.Past winners include:
UniCredit Allianz Suisse
American International Group
Bluecross BlueShield of Tennessee
State of North Dakota
Standard Chartered Bank
U.S. Nuclear Regulatory Commission
Tejon Ranch Company
Novartis International AG
Apart from the prestige associated with the awards, it presents an unique opportunity for our customers to showcase their innovative use of ECM technology and to:
Be distinguished as a technology leader in your industry solving specific business challenges.
This awards program will recognize innovative use of IBM Enterprise Content Management solution to solve challenging, leading-edge problems that face your / your customer's organization and industry. This solution brings together IBM capabilities in creative, visionary ways. The results yield quantifiable outcomes, enabling you to stand ahead of your peers and transform the way you do business. The solution relies on one or more of the following capabilities and can also include IBM Business Partner involvement and/or solutions:
Capture: Document Imaging and Capture solution
Activate: Advanced Case Management solution
Socialize: Social Content Management solution
Analyze: Content Analytics solution
Govern: Information Lifecycle Governance solution
Other IBM solution
IBM Business Partner solution
In all nominations, judges will look for deployed applications that solve challenging or unique business problems. Extra emphasis will be placed on quantifiable return on investment or creative deployments that lead specific industries for business transformation
Join the IBM ECM session today (May 23) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentation for Day 3 includes:
Join the IBM ECM today (May 22) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 2 includes:
Join the IBM ECM today (May 21) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 1 includes:
Session # 3279
Location: Jackson A
10:45 - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Myriad documents, email, fax, forms, and statements initiate and define customer relationships, and record transactions and communications throughout the customer lifecycle. Often, records of customer interaction are scattered across departments and systems, thereby inhibiting superior customer service. Learn how to become more effective and efficient in serving customers by providing a single point of secure access for content and correspondence captured and created during the course of the customer lifecycle, resolving customer service and support issues that require collaboration among subject matter experts, and uncovering detailed insight contained in customer communications.
Session # 3575
Location: Jackson B
12:00 - 1:00pm
Do You Have Your Customer's Back? Improve Customer Service and Loyalty Via Effective Fraud Management
When customers think of the service provided by companies with which they do business, they think not only of the flexibility, convenience and responsiveness of those companies, but also the level of confidence they have when doing business with them. An often overlooked element of world class customer service is effective fraud management. Companies that implement efficient, proactive fraud management inspire customer loyalty because those customers know that their identities, accounts, and personal information are protected; their transactions and requests will be executed safely and with integrity; and that others they engage with in the context of this company are known entities that can be trusted. Learn how IBM provides a holistic point of view on managing fraud throughout its lifecycle - from discovery to detection through investigation - all done in a proactive manner with the goal of creating a safe environment for customers to do business.
Session # 3576
Location: Jackson B
4:30 - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Today's fast-paced, 24-hour-a-day, constantly connected consumers expect instant access to information that has traditionally been delivered in printed format. They seek partnerships with organizations that embrace ecologically friendly delivery of information, but still expect full access on their time schedules. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with Consumer Products, Banking, Finance, Insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
IBM ECM at Smarter Commerce Global Summit, Nashville 2013 (May 21-23)
IBM Enterprise Content Management (ECM) solutions help businesses deliver exemplary service to their customers across multiple touch points, anticipating client behavior and taking action to promote customer satisfaction. IBM ECM is the established leader in directly supporting the customer service needs of banking, finance, insurance, utilities, telecommunications and government.
With IBM ECM solutions targeted to specific line-of-business needs, organizations can capture, manage and share critical content associated with suppliers, products, services and customers throughout its life cycle to help ensure compliance, reduce costs and maximize productivity.
Join the IBM ECM team at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations include:
Date & Time
Tue, May 21, 2013
10:45 AM - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Tue, May 21, 2013
12:00 PM - 1:00 PM
Do You Have Your Customer's Back? Improve Customer Service & Loyalty Via Effective Fraud Management
Tue, May 21, 2013
4:30 PM - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Tue, May 21, 2013
3:00 PM - 4:00 PM
IBM Mobile Enterprise Content Management
Wed, May 22, 2013
12:00 PM - 1:00 PM
Find the "Voice of Your Customer" with IBM Content Analytics
Wed, May 22, 2013
3:00 PM - 4:00 PM
How Collaborative Customer Interaction Management Improves the Quality of Customer Service
Guest Blogby Michael Green - Offering lead, IBM Case Manager
What is next for case management in healthcare? Lets start with some interesting statistics. Medical information is doubling every 5 years, and the majority of it is unstructured – not just health or financial data, but reports, notes and documentation – including things like digital images, xrays and lab reports. Another interesting statistic is that each year in the US, 1.5 million people are incorrectly prescribed medication, and up to 98,000 die of preventable errors in hospitals alone. We trust our doctors, we trust our system, but at critical areas it is not meeting that trust.
The next steps for case management in healthcare is to begin the process of making sense of the growing information available and to provide better guidance to the healthcare professionals who we trust to make our life and death decisions. Capture the information wherever it may be housed, analyze it – both unstructured and structured – and provide both focused individual data and objective cross-patient analytics to our medical providers so that they can make the right decisions to affect positive outcomes. The medical establishment worldwide has come to the realization that some of the ways it can rein in the cost of healthcare is by being proactive: by identifying high-risk patients early on; by putting in place home based health plans to help those patients reduce their risk; and by making better, more informed, decisions. This is not just a US trend, promoted by the Affordable Health Care Act, it is a worldwide initiative. The ability of advanced case management to provide the information and analytics to improve investigation and decision-making is a key capability in the next phase of medical care.
IBM Patient Care and Insight is an application written on top of IBM Case Manager. It brings together assets from IBM Research and from the Watson initiative to provide powerful predictive and analytical tools to help healthcare professionals make more informed decisions. It also provides access to patient information, next steps, best practices and collaboration within a single web based interface that can allow all those involved in a patient’s care – in the hospital, the home and the wider community based medical establishment - to have a single reference and tool for care management. IPCI is the first step in bringing the power of advanced analytics in an interconnected world to help rein in the cost of healthcare and provide better outcomes to patients.
Please join us at Impact Global Conference to discuss the Patient Care and Insights solution tomorrow, Wednesday, May 1 - 12:00–12:45 AM
IBM Patient Care and Insights: A Care Coordination and Management Solution
Guest blog by Michael Green, Offering lead - IBM Case Manager
How much easier it all would be if all software products fit into nicely differentiated boxes. Software, however, is infinitely flexible and resists being tightly categorized. Certainly that is the case when you try to differentiate IBM BPM from Case Manager. Both deal with aspects of process management; both can move information in a choreographed way around an organization; both include people and processes in their process flows and have ways do deal with exceptions processing. Is there anyway to clearly differentiate the two?
Speaking in Japan this week, Allan Takatsuka, the ICM World Wide Technical Lead, tried to articulate such a differentiator. He noted that when processes included a significant amount of content - specifically unstructured or document based content - and needed people to act on that content - then the content oriented process controls and tools in IBM Case Manager clearly differentiated that offering from IBM BPM. Allan noted that while there were other aspects of case management that one or the other product could demonstrate rival capability - software being what it is - in the area of content it was clear that IBM Case Manager was the better option.
From the point of view of IBM Case Manager I can certainly argue that there are other areas of differentiation, but Allen’s point is well taken. The ability to deal with multiple document types, to allow editing and audit control of all documents actions – who read, edited, signed – and when they did so – certainly differentiate IBM ECM products from all other offerings. The ability for documents to be understood, initiate discrete process tasks, and automatically create contextual audit trails that include the case documents with all the process steps, is a unique feature in IBM Case Manager. So while perfect worlds do not exist, focusing on content based process flows as a way to differentiate Case Manager from IBM BPM is at a minimum a good – clear – place to start.
Guest blog by Michael Green, Offering Lead - Advanced Case Management
BPM is the enterprise class business process engine from IBM.It is designed to choreograph process flows
from multiple enterprise applications based on sophisticated business rules
enabling discrete process decisions and automated process steps.Inherent in IBM BPM is the idea that a
process is an end-to-end system with a known outcome.Case management, on the other hand, is by
definition a process flow where the outcome is unknown. While business rules
and automated steps are important to case management, case management requires the
ability to pick and choose process tasks based on decisions made the by case
worker. Nonetheless, there are distinct
requirements in case management that demands the sort of process choreography
that IBM BPM provides.
a caseworker may be the ultimate arbiter of the decision making, he or she
often requires information found in one or more disparate enterprise
applications. Moreover, any changes made to a case file often require an update
to those enterprise applications so that the customer or citizen’s file is
accurately maintained. IBM Case Manager
interfaces with IBM BPM at the design level to enable Case Manager process
designers to access the power of IBM BPM process choreography to enable data
exchanges. By effectively merging design environments this enables Case based
workflows to extend beyond the realm of individual decision makers and leverage
the power of the automated process choreography. By combining the two, the
flexible task based process capabilities of IBM Case Manager with the automated
business rules driven engine of IBM BPM, the full promise of the process
efficiencies of Advanced Case Management can be achieved.
The Smarter Content Summit is coming your way! With 11
events planned for North America and 3 in Europe
there is sure to be an event happening in a city near you. There is no cost
to attend, so register your colleagues today.
The sessions will highlight what's new and notable with IBM
ECM software with tracks
designed for Line of Business and IT attendees, so your whole team will
leave informed and empowered. We've designed our agenda
to maximize your time – with industry-focused events running only half-day, so
you can take what you've learned right back to the office and put it
immediately into action.
What a whirlwind! Time just flew right by during the AIIM
Conference – where does it all go? I want to thank everyone who took the time
to attend our roundtable sessions and come by the IBM booth – as well as the
StoredIQ booth! They're our newest team members and it was great to be able to
highlight the expansions to our Governance capabilities.
Thank you, again, to everyone who came out to "get
captured" by our caricature artists on Wednesday night. It was so much fun
and you all looked great!
Did you bring home any burning questions or just want to
follow up with us? Feel free to contact me directly (email@example.com) and I am happy to connect
you with our subject matter experts who were onsite during the conference.
Lost your literature? Just a friendly reminder that we post
a lot of our literature electronically, which you can find here.
I have also posted the printed collateral that was available during the show on
our ECM Community site (if you're not already a member, join
us today!) and you can download them to share with your team.
Today’s leading companies are harnessing the value of content for new insight and better business outcomes. IBM ECM is providing the market’s richest solution
for case management work patterns through a deep integration of content management and case management capabilities with process, business rules, collaboration and analytics.
Join the IBM Enterprise Content Management (ECM) team at Impact 2013 where you will have the opportunity to learn more about leading case management solutions and how your organization can integrate content and case management capabilities with process, business rules, collaboration and analytics. Featured ECM presentations include:
Monday, April 29 - 10:30–11:45 AM
Integrating BPM with ECM
Location: Delfino 4005
Wednesday, May 1 - 10:15–11:15 AM
IBM BPM and IBM Case Manager –
Addressing the Range of BusinessProcess
Location: Lando 4201A
Tuesday, April 30 - 4:00–5:00 PM
Uniquely Addressing the Case Workload
with IBM Case Manager
Location: Lido 3103
Thursday, May 2 - 1:00–2:00 PM
Coming together: Business Process Management and Advanced Case Management
Location: Titian 2203
Register today at http://www.ibm.com/impact
Ask your ECM representative to schedule a one-on-one meeting with ECM Executives at the event
The Impact 2013 Executive
Meeting Center is open for business!
IBM ECM executives are
ready to meet with Clients and Business Partners
Doug Hunt, Ken
Bisconti, and David Caldeira are available for meetings
Act now. Presentations from last
year’s conference are available for download only until March 31. Make sure
that you download the presentations you need before it’s too late.
for Speakers Opens April 1
Customers, IBM Business Partners
and IBMers can submit proposals from April 1- 26.
Session proposals open on April 1 and
will be accepted through April 26.
Do you have an interesting story to share about products, solutions,
and implementations? Consider submitting a proposal. IT professionals, including managers,
architects, and developers should submit proposals for technical sessions
across Information Management, Business Analytics and Enterprise Content
Management. C-suite executives and
senior decision makers in Line of Business and IT management roles should
submit proposals about industry-related thought leadership and innovative
ideas for Business Leadership sessions.
Stay tuned for more details later!
In exchange for participation as a
speaker, Customer and Business Partner speakers who are selected to deliver a
conference elective session may be eligible to receive a conference
registration waiver. [A conference
registration waiver will be offered to the speaker if IBM determines, after
legal review of applicable laws, that it is appropriate. Speakers in Birds of
a Feather sessions, Panel Discussion sessions and Ask the Expert sessions do
not qualify for the waiver. No travel or living expense reimbursement will be
offered. Only one waiver per session is available.]
Sponsorships Open April 1
Attention all IBM Business Partners:
it's time to start thinking about how you will want to invest in the EXPO and
raise your visibility at the conference. Sales open on April 1 and there are
plenty of sponsorship and marketing opportunities that will make your
business stand out.
Opens May 15
Registration opens May 15. Register
early and take advantage of Early Bird pricing for the best rates on
registration and hotel accommodations.
Join IBM at the SAPinsider
BI 2013 event, co-located with the Financials, GRC and Admin & Infrastructure
events, held March 19-22 at the MGM Grand hotel in Las Vegas, NV.
IBM offers attendees an exclusive opportunity to spend one-on-one time with
subject matter experts from across North America and our IBMClientCenter: Lab for SAP Solutions. Grab a
refreshment, join a conversation, meet IBM Watson, the grand challenge quiz
show champion, and get your most pressing questions answered in a relaxed
atmosphere. From BI and SAP HANA to cloud, mobility, and infrastructure, our
in-house experts can help you overcome your toughest challenges and provide
insights you can apply at your own organization. Coupled with these lively
discussions are customer stories, microforums, and live product demos. The IBM
Lounge is located at #1012 on the show floor and will be open during exhibit
ECM will be
leading three microforums inside the IBM Lounge (booth #1012 in the exhibit
hall) that you won't want to miss:
Tuesday, March 19
Overview of all IBM ECM solutions for
use with SAP
Wednesday, March 20
Don't touch that invoice! End-to-end
Thursday, March 21
Save BIG with Value-based
Archiving & Governance for SAP
Visit IBM during the AIIM Conference 2013! At the IBM booth
you can visit our subject matter experts on Capture, Social Content
Management, and Information Lifecycle Governance. Our experts are
on-hand for the entire event and available to demonstrate the latest and
greatest products that IBM ECM has to offer.
Want a little more? Join us during the "speed
dating" meetings taking place at the break times to discuss your
organization's pain points or set a meeting with our experts at your
convenience. To schedule a meeting in advance of the conference, please email
Mia Winn (firstname.lastname@example.org) with your
request and availability.
ou also won't want to miss our "Group Therapy"
roundtable sessions in the Solution Lounge:
Wednesday, March 20 – 4:30pm: How
social lifestyles are changing the way we do business with Steve Studer. Today, a great deal of content is
presented in a variety of social forums on mobile devices, the desktop and the
web, and businesses need to exploit that content while ensuring proper
governance. Context is the key to bringing relevance, intelligence and insight
to content. Teams and communities and social elements woven into analytics,
governance, imaging and content and case management are what social content
management is all about. Join this session for a compelling conversation about
how you can take your business to a whole new level: a social business level.
Still finalizing your plans for Connect 2013? We've got a
few sessions that I think will interest you – be sure to add these to your
calendar! These are excellent opportunities for you to pose your questions to
our subject matter and industry experts, along with some IBM ECM customers.
Interested in meeting with ECM executives? We've got you
here to request a meeting with either Doug Hunt, ECM Business Leader, Ken
Bisconti, Vice President ECM Products and Strategy, or Carol Taylor, WW Sales
Leader for Social Content Management.
We also invite you to find us in the exhibit hall at IBM
booth 23 – stop by for a demo of what Social Content Management can do for your
Monday, January 28
11am (Swan Hotel, room 1,2): Genworth Financial, Work Smarter,
Not Harder, presented by Tim Perry, CTO of Genworth Financial
Tuesday, January 29
10am (Swan Hotel, room 9,10): Slumberland Furniture:
Using IBM Software to Deliver Consistently Superior Customer Experiences,
presented by Jamie Page, Director, Slumberland Furniture
11:15am (Swan Hotel, Pelican 1,2): Living Social, Its Not
Just About the Conversations and Topics, a panel discussion of experts,
including Joe Shepley, Doculabs, Larry Hawes, Dow Brook Advisory Services,
Cengiz Satir, IBM, and Steve Studer, IBM
1:30pm (Dolphin Hotel, S. Hemisphere
IV, V): Content & Social Ignites Context: IBM’s Content Platform of
Engagement, presented by Tim Perry, CTO of Genworth Financial, Doug Hunt,
IBM ECM Business Leader, and Ken Bisconti, Vice President of IBM ECM Products
5:30pm (Dolphin Hotel, S.
Hemisphere I): Ignite business performance in real-time with social
collaboration, mobile and content, presented by Ian Story, IBM and Steve
Wednesday, January 30
10am (Swan Hotel, room 4): Reduce, Reuse, and Recycle
Corporate Content, presented by Maig Worel, IBM
1:30pm (Swan Hotel, Mockingbird 1,2): Improving your
Information Economics with Complete Lifecycle Governance, presented by Mark
Thursday, January 31
7am (Swan Hotel, Toucan 1): Archiving and de-duplicating Email,
Files, and Social Content, presented by Cengiz Satir, IBM
Stay Social with us during the show #IBMConnect – @IBM_ECM @csatir
We are proud to sponsor an upcoming webinar with AIIM, focusing
on a new vision for our industry and enterprise IT. Join us for free on December
12, 2012 to hear from John Mancini, President of AIIM, discuss the next steps
for organizations and common questions that still remain.
Description of this session from AIIM:
18 months ago, a Task Force of AIIM member companies worked with
Futurist Geoffrey Moore to lay out a new vision for the industry and for
enterprise IT (www.aiim.org/futurehistory).
At the core of this vision was the interplay between Systems of Record (the
legacy systems we all know well, based largely on documents), and the new
emerging Systems of Engagement (built upon consumer, cloud, and social
technologies, based largely on conversations). For many organizations,
How, exactly, do I
get these consumer and cloud systems to connect with my back-end systems?
How do I implement social and cloud technologies
in my organization in such a way that I minimize risk?
How do I allow my employees to use their own
devices to access corporate systems and not lose control?
How do I connect
enterprise SaaS systems like Salesforce.com with my behind the firewall
AIIM President John Mancini will discuss the practical, next
steps organizations have been taking to make this all come together. Attend
this webinar and learn ways you can answer these questions for your own
The Myth of Systems of Record vs. Systems of Engagement
Date: Tuesday, December 11, 2012 Time: 9:00 AM PT / 12:00 PM ET Duration: 60 minutes Register: http://bit.ly/QuBEN3
Many business people are familiar with Geoffrey Moore's dichotomy of "systems of record" and "systems of engagement." While this construct is a simple, clear way of categorizing software purpose and functionality, it doesn't reflect reality in most organizations. Every day, workers create business records within email, collaboration, and social networking applications. At the same time, they seek to communicate and work with others within the context of work processes supported by their organizations' back-end systems, including those used to manage content.
In this InformationWeek Webcast, Larry Hawes, principal at Dow Brook Advisory Services, will make the case for digital environments that provide the data and content, as well as the communication and collaboration tools, needed to perform specific tasks, while shielding most workers from the complexity associated with the capture and management of legal business records.
Business content is easily produced by Microsoft based
desktop productivity tools such as MS Word, Excel and Powerpoint. Internally, many organizations share and
collaborate on content using MS SharePoint.
As content moves through collaboration cycles, its value to an
organization increases - both for the collaboration team and for its value to
others across the organization.
I’d like to show you how users can leverage IBM ECM today through
collaboration applications like MS SharePoint and how users can leverage MS
desktop productivity and email tools to directly access ECM services.
Attend a live product demonstration of the latest release of Content Collector
for MS SharePoint (formerly known as FileNet Connector for MS SharePoint) and
MS Office direct integration with IBM FileNet Content Manager.
• Stay in the familiar MS Office
environment, while leveraging IBM FileNet Content Manager’s ECM capabilities to
help provide full lifecycle and compliance management.
• Access IBM ECM services directly
through the MS Office 2007 suite of products, providing access to most relevant
ECM features to help user get the daily work done without spending time
learning yet another new application.
Date: December 4, 2012
Time: 9:00 pacific / 12:00 eastern
Panelist: Maig Worel, Consulting IT Specialist - Social Business - IBM ECM NA
Technical SWAT Team
A better mobile content experience is here. See it in
action - live.
Improved access, insight and interaction. From nearly
anywhere. That's what you'll get from the latest
addition to the IBM Enterprise Content Management
solution family: IBM Content Navigator.
Attend a live,
online demonstration of IBM Content Navigator to
get a firsthand look at a richer, more collaborative and
mobile content experience. Content Navigator allows
users to access, manage and work with enterprise content
directly from nearly any mobile device, practically
anytime and from virtually anywhere - even across
multiple systems and enterprise content management
Attend this complimentary demo, and you'll learn how
Content Navigator can help you:
Collaborate from nearly anywhere, any time on
virtually any digital device
Add photos from mobile devices to business processes
Find the exact content you need through rapid,
Establish project teamspaces that streamline
Insurers – do you find it difficult to provide quality,
cost-effective customer service to your policyholders and agents? You're not
alone. Many insurers face the same challenges in today's market. Paper-based
processing environments are not conducive to providing high levels of service,
which your policyholders and agents expect. But how can you overcome these
Join IBM and TriTek Solutions for a one-hour webcast on
November 27, 2012 which will cover key points to maximize your investments in
document capture and retrieval solutions. During this session, we will also
share case studies of several successful implementations at both Life and
P&C insurance organizations.
A live Q&A session will be hosted at the end of the
webcast, so bring your questions for our experts!
Ready? Forward march! How is your organization preparing?
The battle against paper isn't over yet, my friends, and now there are new
technologies in the mix that are not only increasing your organization's
content, but dispersing it in entirely new ways. How your organization responds
to the BYOD (Bring Your Own Device) challenges will affect your employee's
productivity and could either strengthen your business or leave you shaking in
Join IBM at four of this fall's AIIM Boot Camp events to
learn how organizations like yours are outlining their battle plans. Network
with your peers and hear first-hand what works and what doesn't and then meet
with trusted vendors to help you reach those goals.
IBM will present some helpful ways to strategize, including
customer case stories about planning a social content management strategy –
should it be directed or viral? – and tackling the never-ending surge of paper.
If you did not attend the live or on-demand webcast of the IBM Content Manager (CM8) product update, here are some answers to questions that were asked by attendees on topics discussed during the live webcast.
A demo of the new user experience - Content Navigator - is available in the webcast.
Question 1: Can the Content Navigator out of the box application be customized? Answer 1 : Yes - details at: http://goo.gl/cn4PH
Question 2: Is there a forum for discussion about Content Navigator? Answer 2: Developerworks forum at: http://goo.gl/wm4tP
Question 3: Does Content Navigator provides a framework for customization? Answer 3: Yes - details at http://goo.gl/jNdmG
Question 4: Does Content Navigator operate with Content Manager 8 z/os? Are there any restrictions? Answer 4: Yes - though the web application server cannot be operated on z/os. Web app server operation is supported on zLinux, or on one of the other supported distributed platforms. Details at: http://goo.gl/IfdhF and http://goo.gl/KVYvq
Question 5: Does Content Navigator support single sign-on? Answer 5: Yes - detailed at http://goo.gl/fxsE4
Guest blog by Alan Horton-Bentley ECM WW Industry Marketing Manager - Banking & Financial Markets
Modern banking has improved leaps and
bounds when it comes to extending a variety of services to customers- multiple
access channels, a wide variety of products and services and 24/7 access to
information and help- making banking for customers simple and easy. On the
other side of the counter, inside the bank things have become very complex; in
order to satisfy this ever increasing customer expectation and competitive
Not so long ago, the process of
opening a new bank account or for that matter executing most banking
transactions was a simple matter of a customer visiting a branch location, filling
out a form or two and they were done.
Today, however, even the basic
functions of account opening and loan processing are much more complex. Banks
have to make seamless provisions for the multiple channels for account opening,
the wide variety of account products, to meet regulatory requirements and counter
Loan origination and processing is
also much more complex, it includes all kinds of customer profiling and
assessments to perform, new regulation such as QRM (qualified residential
mortgage) requiring the lender to validate the borrower’s ability to repay the
loan - resulting in a growing number of documents, more stringent information
validation transforming the primary business processes into complex customer
More customer information, new data
types delivered through a growing number of channels makes it difficult to
capture, classify and assimilate into actionable content when the customer is
There is no argument, leveraging increased customer information in
real time will have a positive impact on credit risk management, fraud
interdiction, revenue growth and compliance—but because financial institutions
are inundated with both structured and unstructured data, they are being
overwhelmed with information and have outstripped traditional front office
In order to remain competitive and drive efficiency in business
processes banking institutions need to know which business functions have grown
in complexities so as to warrant taking a new approach: managing these
complex processes as a“case” not as a
To know more attend the IBM
Case Manager and IBM Forms Deliver for Union Bank and ELG-2844 Improving
Information Economics with Defensible Disposal at BNY Mellon sessions at Information
On Demand 2012.
These two of over 700 exciting sessions offered at Information On
Demand 2012. Don’t forget to register before August 31to
save $300 off your registration fee.
If you already registered to attend, why not build a sample agenda?It’s a simple tool that allows you to search by industry, program, track or
Guest Blog post by Julie Vaccaro, Offering Manager IBM Content Classification
Everything in our life is categorized and classified in some
Ask 4 people in one household “where is the proper place to
store the toothpaste?” and you will likely get 4 different answers, including “on
the counter”, “in the toothbrush holder”, “under the sink” and “in a drawer”. This
may work well for a household environment, since every person probably has
their own “instance” of a toothpaste tube. But, what if this is a shared
toothpaste tube, that everyone needs access to? Where is the right place to
store it so that each person can get to it when they need it?
This may seems like a simplistic
analogy, but think about these questions. What if you walked into the Library
of Congress and there was no Dewey Decimal System? What if you went into the
hardware store and the items were not organized by their department or use,
such as Plumbing, Electrical, Paint, etc.? How would you ever find anything?
Now think about your business and all of its unstructured
content. Where do you store content so that anyone who needs it can access it,
use it, govern it and analyze it?
Individuals make classification judgments every day. I might
think it best to categorize all resumes into a single category called “Human
Resources Resumes” and store them all together. Another person, from the Human
Resources department, may believe that you should have a category for each
skill set, such as Marketing Resumes, Development Resumes, Janitorial Resumes,
and the like.
Content should be classified and organized such that it is
accessible, so that you can find it when you need it. Content needs to be
usable so that it is available when business decisions are made, either through
manual or automated processes. Content must be governed so that a business
complies with local, state, federal and business mandates. And finally, content
needs to been analyzed and understood to realize its full value.
Properly organizing content is like building a good
foundation. You need to build a house or some other structure on a good
foundation. When you do that the building of the structure becomes easier,
lasts longer and is easier to change later. If you don’t build a strong
foundation, it does not necessarily mean the structure will collapse, but it
will likely cause problem down the road.
The Bottom Line: To start extracting value out of content, a clear Classification strategy is a must.
See what's possible in Content Classification in your industry. IBM's largest EXPO invites
you to experience products, services and solutions in action.
IBM ECM Innovation Awards program recognizes IBM ECM clients who have
demonstrated excellence in deriving exceptional business value from IBM ECM
software. Winners will be selected from among those organizations who have
implemented ingenious solutions using IBM ECM software and recognized at
the Information On Demand 2012 Conference, October 21 - 25, 2012, Las Vegas, NV. Attendance at the
conference is not mandatory to win an award.
date for submitting your implementation for this award is 15th August 2012
The IBM Enterprise Content Management Customer Innovation Awards have a long
history of recognizing outstanding companies that have implemented innovative
ECM solutions combining business and technical vision with demonstrable results.
Past winners include:
·Bluecross BlueShield of
·State of North Dakota
·Standard Chartered Bank
·U.S. Nuclear Regulatory
·Tejon Ranch Company
·Novartis International AG
Apart from the prestige
associated with the awards, it presents a unique opportunity for our customers
to showcase their innovative use of ECM technology and to:
·Be distinguished as a
technology leader in your industry for solving specific business challenges.
This year we are having
four interesting categories to cover entire spectrum of ECM capabilities
and Socialize: Best IBM Social
Content/Capture Award - Recognizes the best use of innovative IBM ECM
Social Content or Capture/Imaging softwareSolutions.
2.Activate: Best IBM Case Management Award - Recognizes
the best use of innovative IBM Case Management software solutions.
3.Analyze: Best IBM Content Analytics Award - Recognizes
the best use of innovative IBM Content Analytics software solutions.
4.Govern: Best IBM Information Lifecycle Governance Award -
Recognizes the best use of innovative IBM Information Lifecycle Governance
categories, judges will look for deployed applications that solve challenging
or unique business problems. Extra emphasis will be placed on quantifiable
return on investment or creative deployments that lead specific industries for
Guest post by: Richard Joltes Software Developer, Content Discovery and Management, IBM Enterprise Content Management
In today’s market, I.T. dollars are in short supply and there’s
an increasing requirement for organizations to reduce operating costs. Projects
are scrutinized closely in order to ensure a solid ROI before any significant budgetary
expenditure can be authorized. In this restricted operational model, automated document
classification can easily demonstrate its value simply on the basis of the hardware
and storage savings that it can permit.
We know that unstructured data generally accounts for about
80% of all content in a given organization. It’s also true that organizations
can lose track of data due to mergers, organizational changes, lack of a consistently
applied document management policy, and other factors. Unrealistic email
retention policies, unmanaged file shares, or a general “save everything” mentality
can result in the accumulation of massive archives containing data that is, to
be frank, largely useless. What’s the point of having every file or email ever
sent by each employee if (a) no one is interested in them, (b) few employees
know they exist, and (c) the cost of maintaining the servers outweighs any
possible benefit of retention?
Given a well structured taxonomy, a coherent document
retention policy, and a well trained classifier, organizations suffering from
the type of storage nightmare described above can easily eliminate a
significant percentage of pointlessly archived data, thus realizing a huge ROI
while easing access and availability of truly actionable materials hidden within
their existing repositories.
Evaluating the long term cost savings of such a project
requires a solid analysis of existing archival data and its overall relevance
to current business and regulatory requirement. Once such an analysis has been
performed, and a content classifier has been trained to provide a level of
accuracy appropriate to the data to be classified, the ongoing task generally involves
monitoring activity and making corrections via a feedback mechanism as content
changes over time. Each content item will be evaluated by the classifier and (variously)
re-filed in a centralized repository, left in place, or removed from the
system. Individual organizations can design their own solution and final
document disposition policies based on specific organizational requirements and
solution design requirements.
Think of some of the potential savings in your own
organization. Are you operating older systems solely for the purpose of
maintaining years of unorganized or semi-organized files, with no clear idea
how much of the information on these shares is usable or in use? How much does each
system, potentially running an out of support OS or locally developed content
archive, cost to operate in a given year? What’s the organization’s legal or
regulatory exposure should the system die unexpectedly? How much time do your
employees spend managing such servers? How much space and other resources do such
systems consume in your data center? Even worse, are some or all of these
systems located in unmanaged offices where data can be compromised or lost due
to a lack of security?
Answering these questions will help you understand the
benefits of implementing a centralized, managed content store that can also
assist in filtering out irrelevant, outdated data using automated content
In the U.S.
one in five patients suffers from preventable hospital readmissions. Those
readmissions are responsible for $17.4 billion of the current $102.6 billion
Medicare budget. With health data growing 35% per year you would think that the
wealth of knowledge would be pushing this number down. In the HIMSS
Industry Solutions webinar, IBM ECM Strategy and Market Development Director, Craig Rhinehart explains
that 80% of the data collected by health organizations is unstructured data,
which includes what the doctor writes in his notes section. This unstructured
data is messy and often seen as an analytics blind spot, but also contains key
Healthcare uses IBM’s Content and Predictive Analytics to access
and leverage more relevant clinical and operational information to drive better
decision making. The most surprising part of this was that all the data that
was thought to be important….Wasn’t. In a study of patients who were readmitted
within a 30 day period using 113 candidate predictors from structured and
unstructured data sources it turns out the structured data was less reliable
than the unstructured data.
gives a wonderful example of how in a structured data section such as a
checkbox the patient may have selected “Non-Smoker” but this could mean that he
has been smoking for 20 years and quit yesterday, which a doctor may not
consider a non-smoker. The doctor could indicate this in his notes which were previously
unused but are now being utilized by IBM Content Analytics.
show that the unstructured social data on a patient, including living
arrangements and substance abuse, was a much more useful in the doctors making
correct medical decisions to reduce the patient’s chances of readmission. The
data showed that ejection fraction (volumetric fraction of blood pumped
out of the heart with each heart beat) and smoking were important indicators
for heart failure but not readmissions.
To know more about what drives
readmissions in CHF patients and how IBM’s solution can help in reducing
hospital readmissions view the HIMSS
Industry Solutions webinar
Guest Blog by Deepthi Nagarajan, WW Category Marketing Manager (Document Imaging and Capture & Social Content Manager)
Your content landscape is
changing along with your new business needs. With the advent of new
technologies and new devices through which content is created, consumed and
collaborated are driving this change. Your workforce needs to access,
manage, contribute and share content any time, from any location in order to do
their jobs more effectively is an undeniable fact today. 42% of workers spend
time working from locations outside of the corporate firewall from home or at
client locations. Given the clear demand for anywhere access to content and the
proliferation of smartphones and tablets over PCs, mobility solutions have
become one of the top priorities of most organizations.
With the mobile technologies
changing the way we do business, it’s indeed the perfect time and opportunity
for CM8 customers to realize the benefits of building upon existing ECM
investments. IBM Content Navigator gives your employees access to a broad range
of documents, records, images and other relevant content on the go and creates new
content creation and consumption mediums to your workforce. TheIBM Content Manager Roadmap and product update webcastprovides you with information on IBM Content Navigator and other new add-on capabilities
for addressing your new content management challenges along with a live
demonstration.Along with an elaborative
narration of the key features of Content Navigator, you can also learn to put
it to the best use with your current CM8 investment. With business getting
social and mobile, learn about how you can leverage the CM8 for managing your
collaborative and social content on the go through collaborative content
management and production imaging capabilities of Content Navigator. The
webcast also brings out the content analytics and enterprise search
capabilities which are an integral part of the IBM Content Navigator
experience, enabling users to quickly locate content.
With unstructured content representing 80%of business content today, Ian
Story and James Reimer provide comprehensive information on how you can
leverage CM8 to capture, activate, socialize, analyze and govern content arising
from your internal and external sources. They provide interesting examples of
content analytics in healthcare, crime, customer care and social media for
marketing which can help you to realize the benefits gained by organizations
IBM’s ECM portfolio has become
richer by the addition of several upgrades which introduce highly effective
technical and business improvements. ECM Customers with active Software
Subscription and Support are encouraged to take advantage of the enhancements
for our Content Analytics, Content Collector, Classification and Platform
IBM Content Analytics with Enterprise Search v3.0 integrates content analytics software with enterprise search capabilities into
a unified platform. Through combined capabilities in natural language
processing, semantic search, and sentiment analysis, this solution provides richer,
more accurate, and relevant insights from content. This software is integrated with an IBM big
data analytics solution called InfoSphere BigInsights, allowing clients to
derive greater insights from the ever-increasing volumesof information
flowing both within and outside the enterprise.
Organizations can also improve accessibility, provide
greater usability, enable more effective compliance controls and enhance
analytics for unstructured content with the release ofIBM Content Classification v8.8 which categorizes and organizes content by combining multiple methods of
With the release of IBM Content Collector V3.0,
IBM's content collection and archiving capabilities now extend to IBM
Connections. Using IBM Content Collector
for IBM Connections, clients can apply information lifecycle governance
practices not only to traditional sources of valuable content such as e-mail,
enterprise file systems and Microsoft SharePoint, but also to social business
systems such as IBM Connections.
Subscription and Support customers can download
these latest upgrades from Passport Advantage and start enjoying the benefits.
Guest Post by Richard Joltes Software Developer, Content Discovery and Management, IBM Enterprise Content Management
As any I.T. veteran knows, management of unstructured data has
become increasingly difficult over the years. Web pages, PDF files, Office
documents, and email messages can (and do) accumulate within file systems and
other repositories at an alarming rate, consuming storage and other resources. Some
organizations adopted a ‘save everything’ model that has resulted in huge file
shares or email archives that likely contain only a small percentage of usable
data. Finding files or messages in these archives can be nearly impossible,
especially in situations where unmanaged repositories or departmental file
shares are involved. Additionally, this storage model can result in legal
headaches if a lawsuit or other action results in a demand to produce all
documents related to a given case. Searching vast archives of potentially
relevant materials can consume significant resources over a long period of
Automated content classification can help mitigate such
problems, but groundwork and planning, as well as a solid understanding of the
content to be classified and how it can be logically divided into various
categories, are needed in order to insure success. As a good starting point for
this process, consider the following questions.
What’s my taxonomy?
You can’t categorize documents, or anything else for that
matter, without a coherent list of known categories and criteria that
distinguishes one from the others. This list, along with the characteristics of
each element, is known as a taxonomy,
and most people make use of them in everyday life without even knowing it. We
instinctively know the difference between a laptop and desktop computer, and
most people can articulate what those differences are with relative ease.
The same is true when documents are involved. What’s the
difference, for instance, between an “Accounting and Finance” document and one
from “Engineering”? Are there key phrases, terms, and intents that could help
an employee distinguish one from the other with a reasonable level of
confidence? If the answer is yes, then it is likely that software such as IBM
Content Classification™ will be
able to distinguish one from the other once it has been trained to recognize
Certain categories may be more problematic: “Legal” and
“Regulatory” may involve significant overlap of intent and language, for
instance. The rule of thumb is simple. If a human can’t classify documents into
selected categories with a high level of certainty, then a computer won’t be
able to either. It’s a simple as that.
Do I understand my content?
Generally, creating a taxonomy only works if you understand
the content you intend to classify. A review of the content to be classified –
not just document titles, but some amount of actual content, along with associated
metadata, should be conducted as part of the taxonomy creation process.
If multiple content sources with multiple types of documents
and intents are to be classified, then a sample from each must be reviewed in
order to determine how its specific content might affect the outcome of the
classification process. There may also be cases where certain file types, such
as image-format PDFs or encrypted data, can’t be read successfully by
text-oriented classification software. Document language must also be taken
into account, since automated classification software must be trained on a
It’s also necessary to consult appropriate internal authorities,
such as legal advisors and regulatory affairs personnel, in order to determine
how long various document types must be retained. While questions such as these
are more directly related to retention and file policies, they’re also relevant
to automated document classification. Certain document types may contain specific
terms and phrases that the software can be configured to search for, resulting
in higher confidence levels when performing classification tasks.
What’s the goal?
This question must obviously be asked before undertaking any
I.T. related project, since the cost and effort must be justified by a
measurable return on investment. The business case for automated content
classification depends on the industry, current practice, and the desired
outcome. Do you need to consolidate content sources as the result of an
acquisition or merger? Are regulatory needs driving the requirement for
efficient, legally defensible document management practices? Is your email
server laboring under the burden of 10 years worth of potentially useless
Done correctly, an automated classification project can offer
a solid ROI in a fairly short period of time. Lower storage and infrastructure
costs, easier access to relevant data, and less exposure to litigation-related
issues are obvious benefits that can justify the time and expense involved. Tasks
such as taxonomy creation and an initial document review generally should be
performed in advance if at all possible.Doing so will help ensure success while preserving schedules and keeping
implementation costs to a minimum.
In a recent AIIM survey, Over 70% respondents said that they
find it easier to find information online than content on their company’s
intranet. Many of us at some time or the other have wondered why our intranet
search cannot work like the popular internet search engines.
The answer is simple and complex.
The simple answer is no company has a multi-billion dollar
server farm to enable search on their intranet; making internet and intranet
search comparisons unfair.
The complex answers lie in the fundamental differences
between what and why people search on the intranet and internet. Search experts
differentiate searches as discovery search and retrieval search- in lay man
terms we search to gain knowledge about a subject or to find a specific object.
Most internet search is discovery or knowledge search and most intranet
searches are retrieval or object search.
If I want to know more about a product, I am more likely to
use a discovery method to find information sources pertaining to the subject of
interest. Read the articles, listen to the podcasts and view the videos to gain
the required knowledge. My expectations of finding the information quickly are
very low, I am relatively agnostic to the information source, and I am ready to
invest effort to collect information snippets and then string them together to
build my knowledge base.
But when I am searching for a specific document it is
because this search is part of my larger task and the delays in finding the
specific document will lead to delivery delays, so my expectations for accuracy
are absolute and I want to find the particular document instantly and not
hidden in the 3rd page of the search result.
Apart from the fundamental usage difference there are
definite technical differences emanating from the larger number of data types
that intranet searches need to tackle, the federation of information sources,
the lack of vested interest of authors to manually embed rich metadata with the
Traditional enterprise search engines relied heavily on
metadata to index documents; and accuracy of the search depended on the
performance of the crawler to extract meta-tags from content- file name,
author, date, information source. Of late there has been increased adoption of
content analytics to enable semantic and faceted search which has had a
significant impact on the accuracy of search results. And accuracy of search
improves dramatically with powerful content analytics technology.
Next week I will continue this discussion to talk about how
analytics improves search.
Guest post by Steve Studer Offering Manager - IBM ECM Marketing
Products and Strategy
Observing the success of social networking and content
search tools reminds me of one of my favorite books called "Connections"
Burke. What I find they have common
is that a business' success is very much dependent on content being utilized
meaningful ways, e.g. connecting that content to the right people who can then
leverage the information for multiple purposes. Mr. Burke sites that one of the
biggest catalysts that changed the world was the establishment of the Library
in Venice where every ship arriving to do trade
was asked to provide books that were then reproduced by scribes and made
available to anyone who came to the library of Venice. What I find so fascinating is how the
idea's presented in this book was also adapted into a popular television series
on PBS and is now is electronically available. To me the essence of Social
Collaboration is to connect content to people and processes and to provide
context where Idea's can be freely exchanged. This typifies why IBM
Connections Enterprise Content Edition is so important to business today.
By the way, anyone interested in reading the book or watching the TV series can
for "Connections by James Burke" or View the multi- part
documentary on YouTube or buy the EBook
As James Burke often points out, the library concept expands
knowledge transfer at the same time it can be a great catalyst for change.
Connecting content with people can be the greatest incubator for expanding
abstract ideas. One case in point that happened to me just last week was one of
my colleagues found a WIKI link which I had authored and tagged in IBM's
Internal Connections site. What I found
so interesting was how the person discovered me. I had tagged a document inside the wiki with
meta-data tags for content analytics and social collaboration. I turns out this
person is working with several customers and was looking for an expert on the
topic of Social Content and any presentation materials that could serve as
educational tool for the customer.
Reaching the assets was only small part of her solution to her
challenge. The fundamental piece she
needed was connecting with the right subject matter expert who could help
present these concepts. I'm happy to say
I made her day because she was able to intuitively navigate our internal Social
Content community, locating both the content and expert, literally giving life
to the meaning “context to content and people”.
In closing, as James Burke so brilliantly points out, the
transfer of knowledge is the greatest catalysts for change. Consider what
wonders man has been able to expand upon when the transfer of information
happened at a wind and sails pace and the medium was primarily paper in the
form of books or correspondence. Back
then, the sharing of content and knowledge was rarely done face-to-face because
of the time it took to travel long distances, e.g. weeks, months and many
instances even years. It is unfathomable to me the impact that these new social
tools will have when you consider that connecting content with people on
opposite ends of the world can now be linked at the speed of Ethernet, not to
mention the ability to share that information through multiple social and
mobile content mediums. These new
technologies will definitely contribute to the "The Day the Universe Changed"
or at minimum a Smarter
business creates opportunities as well as challenges. How will you securely
integrate your existing content with blogs and wikis? How do you make the most
of your existing content management systems?
To help you
answer these questions Cengiz Satir spoke with top social business leaders to
discuss these topics and more.
here to download a series of podcasts, including a conversation with
Doculabs on Social Business and Enterprise Content Management. Find out how to
keep users satisfied and your corporate knowledge in-check. And hear what IBM
is doing to help create productive experiences among employees, suppliers,
partners and customers.
getting the most from your social business initiatives?
If you will be attending the AIIM Conference in San Francisco, we would
love to meet with you to discuss your organization's specific needs. Join us
for a roundtable in the SolutionCenter at March 21 at 3pm
to discuss how social your business should be. See our session on March 22 at
2pm "The Future is Here: Content-in-Context is IBM Social
Content Management" about how to keep your content social and
"moving" to increase value.
organization creates more social, mobile, and content-centric applications the
amount of content to be shared and managed can be a little scary. Not only do
you need to ensure that the data is available and usable, but you'll need a
solid governance plan and security protocol. But where do you begin?
Satir, program director for IBM Enterprise Content Management believes that
Content Management Interoperability Services (CMIS) is the answer. CMIS
addresses the challenges of content that needs to be shared across repositories
and systems while improving operational efficiencies. He agrees with AIIM
president John Mancini who says "CMIS is a standard whose time has
has written a white paper covering CMIS "Content
Management Interoperability Services, A Social and Content-Centric Wave"
that is available by clicking this
link. In it, you will find information about how to cut costs and enhance
productivity through the use of metadata taken directly from social and mobile
applications. Learn how to avoid reliance on inflexible, proprietary ECM
solutions, as well as using web 2.0 technologies to drive more informed
will be attending the AIIM Conference in San
Francisco, we would love to meet with you to discuss
your organization's specific needs. Join us for a roundtable in the SolutionCenter at March 21 at 3pm to discuss how
social your business should be. See our session on March 22 at 2pm "The Future is Here: Content-in-Context is IBM Social
Content Management" about how to keep your content social and
"moving" to increase value.
If the word "social" brings to mind the teenagers
in your life endlessly Twittering and updating Facebook, you might be hesitant
to tell your employees to go forth and Be Social. But before you imagine a
doom-and-gloom scenario of all of your employees blogging cat pictures,
consider the benefits of social technologies.
Social spaces include – but are not limited to – external
sites like Facebook or LinkedIn. Your organization might be more social than
you think! Consider spaces like Team Rooms, collaboration spaces, or wikis –
those social spaces encourage interaction and generate valuable content and
knowledge. Your organization can collaborate more efficiently – what took
minutes or hours can now take seconds to find using social collaboration tools,
which can be established to share information internally, externally, or both.
But how do I ensure that my organization doesn't end up
with a mire of too many wikis, blogs, etc. and end up losing track of my
content? It's important to formalize a social content strategy, much like
your existing content management strategies. You'll want to be sure that you're
saving the right things at the right time and ensuring that data is properly
stored and managed.
The Association for Information and Image Management (AIIM)
created a white paper called "Managing Social Content – to maximize value and minimize risk" (click the link to download) that is an excellent starting point for any
organization trying to determine "how social should I be?" The paper explores
topics such as the benefits of social business, the growing importance of
recording interactions from social business applications, current models for
social content management, functional requirements for a social content
management system, and more.
If you will be attending the AIIM Conference in San Francisco, we would
love to meet with you to discuss your organization's specific needs. Join us
for a roundtable in the SolutionCenter at March 21 at 3pm
to discuss how social your business should be. See our session on March 22 at
2pm "The Future is Here: Content-in-Context is IBM Social Content Management" about how to keep your content social and "moving"
to increase value.
Join us for Content in Motion: ECM UserNet 2012! You can join a broad spectrum of business,
legal and IT professionals focused on maximizing their content to drive
business results. In addition, industry experts from IBM, its clients and its
important solution provider community will share the latest enterprise content
management (ECM) tools, strategies, methods and success stories.
Content in Motion includes three tracks designed to meet
the needs of seasoned ECM veterans and new recruits alike:
Acceleration—IT professionals will get their
hands on the latest ECM products from IBM and network with seasoned ECM
Velocity—Business executives will hear how
analytics, case management and industry-specific solutions are changing
the way companies listen and react to customers.
Governance—Legal and compliance
professionals will gain a better understanding of how information
lifecycle governance can lower cost and risk.
Sign up for these local events at no cost. We will be in a city near you soon!
HIMSS is only a few days away – have you finished planning
your schedule? IBM has so much to choose from that we hope you'll include us in
your plans! ECM has some fantastic things to offer your organization and we're
proud to demonstrate these abilities to you at pedestals 10 and 13 of the IBM
Solutions for Care Coordination – pedestal 10
Learn how Intelligent Care Delivery Analytics (ICDA) Portal
capabilities can help your organization:
•Multi-factorial patient characteristics and risk
factor analysis used to predict disease risk
•Comprehensive patient similarity analytics for
treatment comparison and effectiveness across similarity cohorts
•Personalized patient/physician matching with
outcomes based predictive modeling
•Care services utilization analysis, and
unexpected pattern detection
•Packaged to allow standalone use, with a current
Business Intelligence platform or as an integrated capability in IBM’s care
The Advanced Case Management (ACM) team will walk you
through a basic "day in the life" of a Care Coordinator. Beginning
with an "at risk" patient and will demonstrate how a care plan is
created, shared, and how important tasks and updates can be made. Care plan
details include medication updates, adding team members, and making
Discover Clinical and Operational Insights – pedestal
IBM Content and Predictive Analytics for Healthcare (ICPA)
is the first Ready for Watson solution and is synergistic to IBM Case Manager
and IBM Datacap. Together, these offerings help accelerate the delivery of low
cost, accountable care by revealing clinical and operational insights.
Visit pedestal 13 to see demonstrations of three ECM
offerings, ICPA, Datacap and Advanced Case Manager, work together to:
•Derive insights for action in ways not
•Combine unstructured and structured information
for more informed bossiness intelligence
•Support analysis and visualization of
•Enable care providers, executives and knowledge
workers to Interact with information
•Integrate with other systems like Cognos, Data
Warehouse, MDM and the Healthcare Data Model
•Convert paper, fax, and electronic attachments
to digital files
•Use Datacap Taskmaster Flex to visually separate
single and multiple page documents
•Data is compared against Business Rules to
assure data accuracy
I wanted to share with you some of the
highlights of IBM's presence at the show and offer to arrange a private meeting
with our executives to discuss your priorities and/or set up a custom tour of
our booth.The theme for this year's HIMSS 2012 event is
"Linking People." How do you accomplish that?By redefining value and success in
Join IBM in Las Vegas at HIMSS 2012, Booth #1634. Our team is eager to learn about your
priorities and discuss your personal path to Smarter Healthcare.
In our booth, we will feature a variety of
solution areas including:
Watson in Healthcare
Analytics for Healthcare Solution
Foundations for Digital Hospitals
Management and Governance to Drive Analytics
Patient Engagement Solution
Process Transformational Solutions
Performance Platform Solution
Delivery Coordination Solution
IBM will also demonstrate our strong
commitment to open standards with a demo in the HIMSS 2012 Interoperability
Please be sure to join IBM and our clients
during our many speaking sessions throughout the week!
CHIME CIO Forum: Monday, February 20,
HIT Powered Patient-Centered Medical Home:
The Foundation for Meaningful Connections
Paul Grundy Keynoting
Monday, February 20, 8:00 - 4:00
Unlocking Tomorrow’s Forecast Today:
Driving Healthcare Decisions through Intelligence
Speaker: Cindy L. McKinney and Quimby Kaizer
Location: Marco Polo 706
Monday, February 20, 8:00 - 4:00
Health IT 101: An Introduction to Healthcare
and IT Enabling Technologies
Speakers: Marion J. Ball and Karen J. Ondo ,
FHIMSS Executive Vice President, KLAS Enterprises, LLC
Location: Marco Polo 806
Conference Session: Tuesday, February 21, 11:00 - 12:00
Watson: The Innovative Approach to Business
Speakers: Marty Kohn and Cindy McKinney
Location: Delfino 4002 and 4102
Meet the Expert Session: Tuesday, February 21, 3:00 - 3:30
Clinical and Business Intelligence Knowledge Center
Speaker: Marty Kohn
IBM Booth Presentation: Wednesday, February
22, 4:00 - 4:45
Come celebrate IBM Watson at work one year
later! Join the excitement in IBM booth #1634.
Conference Session: Thursday, February 23,
1:00 – 2:00
eHealth’s Pivotal Role in Healthcare
Transformation; a Global Perspective
Speakers: Sue Hyatt, HYATT DIO, and Lorraine Fernandes, IBM
Location: Marcello 4502
We are happy to arrange some private time
during the conference for a meeting or tour of our IBM booth. To make
arrangements before the show, please contact
me. Please join in the discussion on the Smarter Healthcare Group on LinkedIn, follow us on Twitter www.twitter.com/IBMHealthcare #ibmhimss and
view our videos at http://www.youtube.com/ibmhealthcare.
Holey moley - are your feet tired? My feet are tired. Lotusphere and Connect had so much to offer that I found myself running back and forth
-- sessions at the Swan, sessions at the Dolphin, demos in the exhibit hall, lunch at the verrrrrrry end of the long hallway, chatting all
night with colleagues and customers and clients - hearing how YOU are all putting your content to work through social applications - it was
amazing! Although it does feel good to sit down at a desk again, being here instead of there doesn't keep me from being social - how
about you? In addition to our team's social media outlets (here on the blog, natch! and twitter @IBM_ECM), our team is excited about bringing Social Content Management and collaboration to
How about the Lotusphere opening keynote? Wow, right?! Nothing gets you revved and ready for a conference like a live rock performance
at 8am. Thanks to OK GO! (@okgo) for an excellent performance. And then round it out with some
inspirational advice from Michael J. Fox (@realmikefox) -- and don't bother asking, he doesn't
know where to get a hoverboard. Not to mention, all of
the big announcements and news that came out of it. Thank you to YouTube user DSkiedit for putting together this 60 second recap of the
Ken also met with some Industry Innovators for a discussion about Social Content Management. Watch him here with John Mancini, President of AIIM (@jmancini77) and find out what it means to be social (hint: it's more than a Twitter account) and how your business should put its content in motion to gain the most value.
We hope that you had a successful Lotusphere and Connect and are as excited as we are about making your business more social and putting your content in motion. Let us know - what was your favorite part of the conference? How can IBM ECM help you meet your Social Business goals?
Just under a week
until Lotusphere and Connect – are you ready? We can hardly wait! There's so
much to see, do, and experience during these events that we hope that we can
help you make the most of it.
to include our sessions (below) and stop by ped 17 to see a demonstration of
how ECM can help manage your organization's social business. Remember: Connect
attendees are welcome to the exhibit hall for Lotusphere as well! Just swim on
over to the Dolphin hotel and follow the signs!
January 16, 2012
5:00pm Swan SW 5-6
Content and Communities, What
Does It Mean for Your Business? (CN-WFO4)
Ken Bisconti, IBM
Tim Perry, Genworth
January 16, 2012
2:15pm Swan 7-8
Viral or Managing the Introduction of Social Content Management - a panel
Paul Van Den
John Mancini, AIIM
James Watson, Doculabs
3:45pm S. Hem IV-V
Future is Here - Content in Context is IBM Social Content Management (INV313)
Ken Bisconti, IBM
5:00pm Swan 9-10
Social with Content and Case Management -- The right approach to successful
business outcomes (SPN211)
Cengiz Satir, IBM
David Yockelson, IBM
January 17, 2012
11:15am Toucan 1&2
Boosts Productivity With IBM Social Content Management (CCS107)
Tim Perry, Genworth
3:30pm S. Hem IV-V
Energy and Semiconductor Firm Partners with IBM
IBM Case Manager V5.1 is now available, with many new features, including support for IBM Content Manager Enterprise Edition repositories, IBM Business Process Manager, and external data sources. Also updated is the IBM Case Manager infocenter, with information about how to use the new integration features, planning and upgrade roadmaps, and a tutorial for creating custom widgets. Read all about what's new in IBM Case Manager V5.1: http://publib.boulder.ibm.com/infocenter/casemgmt/v5r1m0/topic/com.ibm.casemgmt.installing.doc/acmov008.htm.
Also new: the IBM ECM Application Center, an IBM developerWorks community that provides additional information for and from IBM business partners and developers. Share your experiences and solutions, ask questions, get answers.
We hope that you had as good of a time at IOD as our team did. There was so much to get excited about, including the winners of our Innovation Awards!
Business Value Award: Novartis International AG
Novartis deployed IBM’s Information Lifecycle Governance and Management solutions, including value-based Retention and Records Management, eDiscovery and Defensible Disposal. The company has established a framework to modernize and refresh their information taxonomy, the laws that dictate retention, and data privacy and protection requirements globally. They maintain centralized retention control with localized responsibility synchronizing activities of 1,800 records coordinators. Novartis has significantly reduced litigation and compliance risk with effective disposition of content, accurate and actionable retention schedules and eDiscovery processes consistently applied across the organization.
Best Business Transformation Solution: Tejon Ranch Company
Tejon Ranch installed IBM ECM applications to streamline content-centric processes across different functions, drive more successful case outcomes, and automate its records management function.The business projects a risk reduction and a savings of more than $4 million dollars in core operations over the next three years through reduced workload, travel, paper and shipping costs. Tejon has developed enterprise policies for the management of records, classification, retention and disposition and hold management using IBM Information Lifecycle Governance solutions.
Best Overall Cross IBM Solution:U.S.Nuclear Regulatory Commission
NRC uses IBM products for automated scanning, content assessment, classification, content collection and storage of incoming documents resulting in quick assessment of content relevance and immediate availability. NRC switched from a manual identification and collection process to an automated one using Information Lifecycle Governance solutions including Smart Archive and eDiscovery.The NRC is now able to respond to Freedom of Information Act (FOIA) requests in days vs. weeks or months.
Award for WellsFargo: Best BAO Strategy and Execution Award
Wells Fargo originates more than $100 billion in residential loans per quarter.To support this business, the company images 80-160 documents per second. Using IBM software, Wells Fargo has initiated a company-wide imaging product to improve customer lending.Wells Fargo is making the loan process more efficient and effective through the use of images, data and better document management. The solution provides the infrastructure needed to enable straight through, exception-based loan processing while reducing costs associated with operating, maintaining and supporting its custom imaging solution.
Congratulations to all of our winners, we THANK YOU for partnering with IBM to create smarter solutions that work for your customers.
Today, we would like to introduce you to a new technical community on developerWorks called, the ECM App Center. The ECM App Center is a technical community that enables our clients to interact with experts (IBMers / ECM Business Partners) and access technical resources (inside and outside of IBM); as they build solutions using the ECM portfolio of products and technologies.
Objectives of the Community
Connect clients with solution providers
Provide expertise and technical assets that will help clients build solutions
Showcase ECM Business Partners that are providing solutions using the ECM portfolio of products and technologies
After you join the site, you can ask questions and engage in discussion on message boards and blogs. We have two blogs on the site – one focused on offering technical help and another focused on how ECM can address different use cases. Resources are provided through bookmarks, files, feeds and calendar events. We’ll be conducting community events as we go forward that will give you focused information on different parts of the portfolio, our business partners, or other special topics of interest. Come check it out and let us know what you think!
If you have any questions or comments, please contact Jeff Douglas (Senior Product Manager, Industry Use Cases for IBM Case Management) at email@example.com.
Read further to learn how the ECM App Center came about
Jeff Douglas (Senior Product Manager, Industry Use Cases for IBM Case Management) was speaking with a colleague about the notion of ‘Information Management’ or ‘Content Management’. They discussed how we typically talk about these concepts using a comprehensive platform; arguing how important ‘Content Management’ is, and then highlighting capabilities that are included with the platform to help achieve ‘Content Management’. “We have the ability to ingest data (of course), a secure place to store it (fine), business processes to help you make use of it (get that), analytics to understand it (cool), and archiving to help you deal with it as it gets old (could use that capability in other walks of life).”
But depending on where you are and what your focus is, these individual capabilities have more or less meaning and significance to you. It is not until you have a specific problem you are trying to solve, or a solution you want to implement; that the value of these individual platform elements (and the platform as a whole) take on real meaning. And hopefully when that occurs, the platform proves to be worth more than the sum of the individual parts.
More often than not, unfortunately, when you start to design or build your solution, the challenges of working with a platform come to the forefront. You are certain that the platform can help you, but understanding how it can help you can be overwhelming. Understanding the individual components and how they might fit into your solution is one challenge; figuring out how to tie them together adds a whole other level. Then you get into the details of actually designing, building, testing and eventually deploying your solution. You have questions – questions that seemingly would have obvious answers for someone who has done this before (if you could just find that person). You wonder if there are assets or resources that will help you deliver the solution faster. You inevitably will require some level of customization to your unique requirements. Hasn’t someone done this type of customization before? Is there some sort of pattern or best practice I should be following to avoid major problems down the road?
That’s what the ECM App Center is all about; a place where experts with experience building solutions using the ECM portfolio of products and technologies come together to collaborate. It’s a place where you can ask questions, have discussions, and look for resources and assets to accelerate your efforts. Overtime, it will become a one-stop shop for you, making it easier for you to navigate the vast ECM ecosystem to get the answers and help you need.
After last week's successful event in Atlanta, we are tightening our laces and marching on to the next stop in the AIIM Content Management Boot Camp series! We'll be in Toronto, ON on October 18th. Have you enrolled yet? If not, then hup to!
The boot camp events are a fast and efficient way to get your team up-to-speed on why having an information strategy is so important and the challenges that every new recruit faces in the process. Network with your peers to learn effective solutions and real-world experience. Bring your team and strategize together to develop a plan customized to your unique business needs.
IBM will have a table in the exhibitor's area, where you can find out more about our Advanced Case Management and Document Imaging & Capture solutions. Michael Green will also be speaking at 11:30am about using Case Manager to drive better outcomes.
attending the conference or not, you have a unique opportunity via
Social Media to get involved at Information On Demand 2011. Whether you
tweet, blog, share photos or videos - get involved today and add your voice to the conversation!
Learn, share and engage using the official Information On Demand 2011 Social Media Aggregator (SMA).
This site provides real-time updates of all social activity surrounding
the conference, including tweets, blog posts, event photos and video. Join today!
After you join, here are specific examples of how to get involved:
Stay informed by visiting the SMA site frequently to listen to the conversation, and enjoy the photos and videos.
Visit other ECM social media channels below to stay informed, as well.
Twitter, send a tweet along with the #ibmecm hashtag, and share a
question, comment, or thought related to Information On Demand 2011,
ECM, or our industry. Or share via one of the other ECM social media
Share this blog post and ECM social media channels with others, encouraging them to join the conversation.
Using Twitter, reply to specific tweets from others that interest you; engage in a tweet conversation with them.
Reply to a question, comment, or thought posted on one of the ECM social media channels below.
During September, IBM ECM will be participating in the Smarter Cities roadshow, visiting Miami, Houston, and Denver. For this event, IBM has partnered with the Performance Institute to provide our customers a complimentary forum on Business Intelligence and Business Analytics.
Each event will offer you an exploration into developing a strategic approach, both from IBM experts and our customers.
HEAR from City Leaders about their experiences and the challenges faced
LEARN to better centralize your data and how to obtain support from all of your different stakeholders
CONSIDER how analytics will strengthen your public safety initiatives
IMPROVE your social service programs with greater effi ciency and performance
FIND solutions to ensure that your data and reports are accurate and complete
USE predictive analytics and scenario planning to better forecast outcomes
IMPLEMENT tactical strategies to eliminate fraud and wasteful spending
Who should attend these events? City Managers, City Councilpersons, County Executives, County Board Members, CIOs, CFOs, HR Directors, Program Managers, Budget & Planning Managers, Controllers, Police Chiefs and more.
The release of FileNet P8 Version 5.1.0 products brings with it new features in the information center. The IBM FileNet P8 Version 5.1.0 information center features collaboration tools, including commenting on help topics and sharing examples. The information center now includes information that was previously available only in PDF documents. And upgrading and configuring information has been expanded.
The 2011 IBM Enterprise Content Management client innovation awards program is seeking submissions by Aug. 15.This program recognizes IBM ECM clients who have demonstrated excellence in creating exceptional business value from IBM ECM software. Winners will be selected from among those organizations who have implemented ingenious solutions using IBM ECM software. Winners will be recognized at the Information On Demand 2011 Conference, October 23 - 27, 2011, Las Vegas, NV. Attendance at the conference is not mandatory to win an award.
To receive the Innovation Award submission form, email: Amit Kumar, firstname.lastname@example.org
The IBM Enterprise Content Management Innovation Awards have a long history of recognizing outstanding companies that have implemented innovative ECM solutions combining business and technical vision with demonstrable results.
Be distinguished as a technology leader in your industry solving specific business challenges.
The vehicle and equipment rental world is one of the most ultra-competitive business segments around. Products, prices and strategies change to keep pace, but understanding customer feedback and adapting the business accordingly will continue to drive market share and success.
But getting customer feedback can be a challenge – for Hertz and for all companies. As the world’s largest general use airport car rental company, Hertz gets an amazing amount of customer feedback daily, including thousands of comments from web surveys, emails and text messages.
The question is – how can Hertz best leverage those insights at both the strategic level and the local level to drive operational improvements?
Hertz and other companies have been using surveys to gather customer feedback for years. A well-constructed survey can provide a lot of quantifiable information on customer likes and dislikes, but it doesn’t answer “why” a customer feels a certain way. That requires written or verbal feedback.
Until recently, there was no automated way to analyze this type of information. Hertz location managers had to read each customer comment submitted and then manually categorize it for basic reporting and analysis. This approach was very labor-intensive and inconsistent, as comments were categorized based on a manager’s personal interpretation.
But help arrived. Hertz has been working with Mindshare Technologies, using its “Voice of the Customer” system to transform customers’ quantitative feedback into actionable intelligence. In the next evolution of Hertz’s system, Mindshare teamed up with IBM to also take the verbatim text comments Hertz was collecting and transform these open-ended comments into actionable information.
How? By using a series of linguistic rules to categorize comments received with descriptive terms such as Vehicle Cleanliness, Staff Courtesy and Mechanical Issues. The software also flags customers who request a callback from a manager or those who mention #1 Club Gold, Hertz’s expedited, frequent renter program.
Hertz’s analytics solution, which includes some of the same question-and-answer technology as IBM’s Watson Jeopardy! system, has improved the accuracy and speed of the tagging and analyzing process, almost doubling what had been achieved manually, setting the stage for more reliable analytics.
Free from manually tagging comments, Hertz field managers can now focus attention on performing deep-dive analysis on the information, quickly identifying trends or issues and adjusting operational service levels accordingly. Real-time identification of issues means that rapid problem solving solutions can be quickly deployed.
For example, wait times at car rental locations can be a contentious issue. The faster and more efficient the car rental/return process, the more likely the customer will become a loyal patron. Using Mindshare’s feedback software, Hertz location managers are able to effectively monitor both quantitative survey responses and open-ended customer comments to deliver top customer satisfaction scores for this critical level of service. In Philadelphia, for example, survey feedback led Hertz managers to discover that delays were occurring during certain parts of the day. They quickly adjusted staffing levels and ensured a manager was always present during these specific times.
Vehicle cleanliness is also another important value point for customer satisfaction at Hertz. With Mindshare Text Analytics, featuring IBM Content Analytics, Hertz is now able to quickly identify new and unknown issues via detailed customer feedback. By assuring greater attention to cleanliness, complaints have decreased and overall consumer satisfaction has improved.
For consumers, the good news here is that the internet and new social media technologies have made them more connected, empowered and demanding. Since the average online user is three times more likely to trust peer opinions over retailer advertising, the challenge for Hertz – and retailers in general – is to continue to tap these new technologies that pay close attention to what customers are saying.
Working with the Mindshare-IBM team, Hertz has been able to better focus on improvements that customers care about while removing a time-consuming burden from location managers. This has greatly improved the effectiveness of Hertz’s ‘Voice of the Customer’ program and has helped build on the Company’s reputation for delivering superior customer service.
It’s that time again. IBM is hosting “Putting Content to Work: ECM UserNet 2011." This year’s agenda offers even more than previous events…including 37 breakout sessions in three unique tracks: IT, business and RIM & Legal. You can learn more details about the sessions and agenda at http://www.ibm.com/software/ecm/events/usernet, but some highlights of the day will include:
Learning best practices for reducing risk and cost
Hearing key learnings from the Compliance, Governance and Oversight Council’s (CGOC) latest benchmark report
Discovering the value of defensible disposal
Networking with other legal, compliance and RIM professionals
Matching wits with IBM’s Watson in a game of Jeopardy!
There are 12 cities in the US and Canada to choose from, in a roadshow running from April 12 – June 15. Best of all there's NO COST TO ATTEND.
Welcome to social media. It's more than just fun and games and IBM's clients are looking for ways to leverage social media to engage with customers, but how to tackle such a huge task while remaining compliant?
Utilizing the IBM Enterprise Content Management (ECM) suite of products, Oceanus has created SocialView, which allows organizations to leverage social media to build business, engage with customers in real time, all while satisfying applicable compliance requirements.
The Hilton New York Hotel 1335 Avenue of the Americas, New York, New York 10019
Jan 31 – Feb 2
Stop by and visit IBM at Legal Tech NY in booths 1994 and 2120. See IBM’s eDiscovery Manager, eDiscovery Analyzer and Atlas Suite in action in a custom demo. Or, get a personalized Information Governance Assessment! Learn how IBM can help you lower legal risks, lower legal costs and lower enterprise cost of compliance.
PLUS, we invite you to attend IBM’s CLE-certified Emerging Technology session,featuringDan Kulakofsky, managing counsel at Travelers, Tom Lahiff, former assistant general counsel, Citigroup, Chris O’Neill, assistant general counsel at IBM, and Deidre Paknad, CEO of PSS Systems, an IBM Company.
Monday,January, 31, 11:45- 12:45 - Sutton Parlor Center
Good Facts Enable Better Decisions (CLE Certified!)
Understanding litigation cost and risk are central to determining case strategy and tactics, yet very few companies have good facts on cost and culpability at pivotal decision po