You also won't want to miss our "Group Therapy" roundtable sessions in the Solution Lounge:
ECM In Motion
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  capture governance ibm social ecm content management events ilg aiim 1,481 Visits
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 (email@example.com) with your request and availability.
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.
Thursday, March 21 – 3:30pm: Document Capture in a Multichannel World with Steve Kaye. Explore the new requirements of Capture and learn new strategies for delighting your customers.
Scott Blau 270004N498 firstname.lastname@example.org Tags:  blau bank experience iphone scott branch smart-phone #ibmecm document #datacap capture customer ocr 1,470 Visits
Document capture improves customers' experience at the bank
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.
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.
Mia Winn 270001U2F7 email@example.com Tags:  social cmis content enterprise ecm business management 1,455 Visits
As your 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?
Cengiz 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 come."
Mr. Satir 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 decision making.
If you will be attending the AIIM Conference in
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  content ecm management social business podcast 1 Comment 1,429 Visits
Social 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.
Click 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.
Are you getting the most from your social business initiatives?
If you will be attending the AIIM Conference in
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 email@example.com 1,381 Visits
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 healthcare.
Join IBM in
In our booth, we will feature a variety of solution areas including:
· IBM Watson in Healthcare
· Predictive Analytics for Healthcare Solution
· IT Foundations for Digital Hospitals
· Information Management and Governance to Drive Analytics
· Innovative Patient Engagement Solution
· Healthcare Analytics Solutions
· Healthcare Process Transformational Solutions
· Integrated Performance Platform Solution
· Analytics for Researchers
· Care Delivery Coordination Solution
· Smarter Commerce Solutions
· Social Business Solutions
IBM will also demonstrate our strong commitment to open standards with a demo in the HIMSS 2012 Interoperability Showcase.
Please be sure to join IBM and our clients during our many speaking sessions throughout the week!
CHIME CIO Forum: Monday, February 20, 11:00-12:00
HIT Powered Patient-Centered Medical Home: The Foundation for Meaningful Connections
Paul Grundy Keynoting
Workshop: 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
Workshop: 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 Intelligence
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
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.
Now that P8 4.5.1 has GA'd, here's another big information deliverable -- customized installation documentation.
Basically, we've heard loud and clear from you, our customers that about 1/3 of the two main installation documents (Plan and Prepare Your Environment for IBM FileNet P8 and IBM FileNet P8 Platform Installation and Upgrade Guide) apply to your environment. During this release, we converted the source to XML DITA and applied metadata so that we can produce shortened PDFs of the documentation based on specific metadata values, such as: operating system, application server, database, LDAP server, and so forth.
We've pre-built 18 different combination's that we think best match what you are using:
Eric Vonheim 270000DG8Y firstname.lastname@example.org Tags:  content-analytics enterprise-content-manage... ecm 1,331 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.
Eric Vonheim 270000DG8Y email@example.com Tags:  information-on-demand iod11 2 Comments 1,327 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.
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.
After you've registered, be sure to visit http://www.socialbizonline.com and set up your schedule in advance. There are even some mobile platform apps (free!) available for iOS, Blackberry, and iPad to help you organize your time.
Be sure 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
Jamie Page, Slumberland
January 16, 2012
2:15pm Swan 7-8
Going Viral or Managing the Introduction of Social Content Management - a panel discussion (SPN206)
Paul Van Den Berg, IBM
Cengiz Satir, IBM
John Mancini, AIIM
James Watson, Doculabs
3:45pm S. Hem IV-V
The Future is Here - Content in Context is IBM Social Content Management (INV313)
Ken Bisconti, IBM
5:00pm Swan 9-10
Getting 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
Genworth Boosts Productivity With IBM Social Content Management (CCS107)
Tim Perry, Genworth
3:30pm S. Hem IV-V
Alternative Energy and Semiconductor Firm Partners with IBM
Sylvan Morley, VP & CIO of MEMC
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  scott capture imaging paper document 2 Comments 1,304 Visits
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 of holding a document in their hands.
Sanjay Kupae 2700050U55 email@example.com Tags:  classification retention 1 Comment 1,304 Visits
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 classification.
Neil Parrott 270000X1HX firstname.lastname@example.org Tags:  erm manager eos report support cmod ondemand cold 1,267 Visits
A key challenge with a mature market leading product like Content Manager OnDemand (CMOD) is encouraging customers to upgrade from a perfectly functional older version - to the latest version.
New features and capabilities may not be enough to entice some customers to move. Laggards may not pay attention until the need to place a support call arises - only to discover that the end of support date for their particular version has already passed.
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.