ECM In Motion
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.
The IBM FileNet P8 V5.1 Information Center is updated several times a year, and was updated with the latest product information just recently. You can learn about the recent updates from this page: http://publib.boulder.ibm.com/infocenter/p8docs/v5r1m0/topic/com.ibm.p8toc.doc/ods.htm.
Mia Winn 270001U2F7 firstname.lastname@example.org 924 Visits
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!
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
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.
Mia Winn 270001U2F7 firstname.lastname@example.org 960 Visits
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.
This seminar is FREE and association membership is not required to attend. So what are you waiting for? Grab your new recruits and report for duty! http://www.aiim.org/Events/Seminars/Schedule/Toronto-ON-2011
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.
See you in the mess hall!
Eric Vonheim 270000DG8Y email@example.com Tags:  information-on-demand iod11 2 Comments 1,212 Visits
Whether 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:
ECM Social Media Channels
Twitter | Facebook | LinkedIn | YouTube | Connections | eConnection Partner Blog
If you have any questions or comments, please let me know.
Mia Winn 270001U2F7 firstname.lastname@example.org 832 Visits
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.
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.
Register now at NO COST:
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.
To learn more, read What's new in IBM FileNet P8 Information Center Version 5.1.0.
Eric Vonheim 270000DG8Y email@example.com Tags:  content-analytics enterprise-content-manage... ecm 1,244 Visits
By: Craig Rhinehart, June 20, 2011
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.
The IBM FileNet P8 5.0.0 Information Center was recently refreshed, including several important updates:
The download document and the updated plugins are available at: https://www-304.ibm.com/support/docview.wss?uid=swg24028602
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  acm bpm event ecm conference tradeshow impact 950 Visits
Having a great time at Impact? We are too and we have a few more items for you to add to your schedule (using the online agenda builder, of course!).
Be sure to visit IBM ECM at pedestal BD-4, where you can learn more about Advanced Case Management and Business Process Management through demonstrations and engaging with our experts.
Looking for more info? We've got that covered, too.
* 10:45am: 2052A : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 5:15pm: 2606A : Better Together: Smarter Work with IBM BPM, Case Management and Content Management (Venetian - Lando 4303)
* 1:30pm: 2052B : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
*1:30pm: Inner Circle 4402A, IBM BPM Technology Future Directions (Veronese 2406)
* 3:15pm: Inner Circle 1629A, The Evolution of Advanced Case Management and Business Process Management (Veronese 2403)
* 1:30pm: Inner Circle 1452A, Integrating Decision Management in Case Based Solutions (Veronese 2401)
* 3:15pm: 2052C : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 10:45am: 2052D : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 3:15pm: Inner Circle 1452B, Integrating Decision Management in Case Based Solutions (Veronese 2401)
* 3:15pm: Inner Circle 4402B, IBM BPM Technology Future Directions (Veronese 2403)
* 4:45pm: 2052E : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
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:
Register today at: http://www-01.ibm.com/software/ecm/events/usernet/
Mia Winn 270001U2F7 email@example.com 677 Visits
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.
Learn more about this solution in our new eBook: https://www.ibm.com/services/forms/signup.do?source=swg-Oceanus_SocialView
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  legaltech tradeshow conference new event ecm york 1,177 Visits
Mia Winn 270001U2F7 email@example.com Tags:  tradeshow event ecm lotusphere conference 1,140 Visits
We're really excited to be returning to Lotusphere in 2011! The ECM team will be leading four sessions (listed below) that focus on what ECM can do for you and how to leverage your Lotus investment to get the most out of ECM.
Additionally, you can meet our team and get personalized demonstrations in our pedestals on the expo floor. Find us in the IBM section of the expo hall. If you'd like to schedule a 1:1 meeting with one of our experts or executives, please contact me - Mia Winn.
The weather in Orlando is lovely, so leave your snow boots behind and bring your sunny disposition. See you there!
Speaker: Ken Bisconti, Vice President, ECM Software Products and Strategy
Wednesday, February 2nd, 10:00am - 11:00am | Location: DL S. Hemisphere II
Speakers: Cengiz Satir, Manager, CM Products and Strategy & Diane Loomis, Senior Offering Manager, Social Software
Wednesday, February 2nd, 3:00pm - 4:00pm | Location: SW Mockingbird
Speakers: Mohan Natraj, Global Offering Executive - IBM Content Collector & Arthur Fontaine, Program Director, Domino Applications/Protector Security Platform
Wednesday, February 2nd, 08:30am - 9:30am | Location: SW Mockingbird
Speakers: Richard Howarth, Director, ECM Software Development & Greg Melahn, STSM, Lotus Quickr Architect
Tuesday, February 1st, 11:15am - 12:15pm | Location: SW Pelican
IBM FileNet P8 customers will be interested to know that the latest update of the IBM FileNet P8 documentation was released November 30, 2010.
You can read more about the updates in the IBM FileNet P8 information center; affected products include:
The latest updates come on top of the documentation refresh of May 2010, which included an installable information center, and a refresh of IBM FileNet P8 Platform 4.5.1-001documentation.
Good attendance at the CMOD related sessions this year. Here is a quick review of the topics covered:
Customer led sessions
IBM led sessions
What topics would you like to see covered at future events?
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  event regional usernet events ibm ecm meeting meetings 1,939 Visits
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:
Cities we'll be visiting from April - June 2010:
Don't forget to share this info with your colleagues as well. We've made it easy by posting the events in Facebook as well!
Will you be attending Lotusphere 2010? We will! Come visit IBM ECM in the IBM area in the Product Showcase at pedestal number 17.
We'll also be scheduling one-on-one meetings to address your individual questions. Meet with our experts and executives during your available time during the show. Interested? Stop by the pedestal during the product showcase hours or email Mia Winn to schedule a meeting in advance.
Don't forget to add our ECM speakers to your Lotusphere agenda!
On Tuesday, January 19 at 10am, Cengiz Satir will be presenting "Collaborative and Web Content Meet ECM" in the SW Mockingbird room. Ken Bisconti, Vice President, Enterprise Content Management Products & Strategy, will be presenting a session "The Intersection of Collaboration and Enterprise Content Management" at 10am on Wednesday, January 20 (location: SW 1-2).
We also suggest these sessions:
Sunday, January 17
4:00pm, “We've Got Collaboration Under Control: IBM Lotus Quickr in Action” presented by John Schumacher and Mustansir (Miki) Banatwala (location: DL S. Hemisphere III)
Monday, January 18
1:00pm, “Maximizing "Linked Value": Integrating and Extending Social Collaboration, IBM Websphere Portal, Real Time Collaboration and ECM” presented by Thomas Schaeck and Miguel Estrada (location: SW 3-4)
2:15pm, "IBM Lotus Web Content Management Technical Deep Dive" presented by Stefan Hepper and Eric Morentin (location: DL S. Hemisphere IV-V)
2:15pm, “IBM Lotus Quickr Domino 8.5 Sneak Preview” presented by David Kajmo and Art Thomas (location: SW 7-10)
5:00pm, “IBM Lotus Quickr Domino 8.5 Sneak Preview” presented by David Kajmo and Art Thomas (location: DL S. Hemisphere III)
Tuesday, January 19
1:30pm, "IBM Lotus Web Content Management Technical Deep Dive" presented by Stefan Hepper and Eric Morentin (location: DL S. Hemisphere IV-V)
Wednesday, January 20
8:30am, “IBM Lotus Quickr Services for J2EE” presented by Marc Pagnier and Jon Brunn location: SW 3-4
Thursday, January 21
8:30am, “IBM Lotus Quickr ECM Integration” presented by Dan McPherson and David Kajmo (location: DL S. Hemisphere II)
See you at the show!