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June 2009 Archives

June 30, 2009

Social Media Records Retention and eDiscovery

There is a good article in Information Week outlining how the US Federal Government is struggling with Social Media Records Retention Policies. My first thought was, can eDiscovery issues be far behind? It is interesting that the article goes on to say "one keynote speaker asked the crowd of several hundred how many of the archivists in attendance were sold on the use of social media. Only a smattering raised their hands." This is an interesting contrast to the current Obama administration that has clearly embraced social media both in the run up to the White House and now while in the White House.

For anybody struggling with the implications of the adoption of new media technologies, the United States National Archives' Implications of Recent Web Technologies for NARA Web Guidance is a good starting point. It outlines some of the basic records management implications associated to new media types such as wikis, blogs, and microblogs.

Open Text, along with Loeb & Loeb, recently produced a webinar called eDiscovery, Information and Records Management in a Web 2.0 World, where we explore more of the issues and legal precedent surrounding discovery of content that is outside the bounds of what the legal community has traditionally thought of as documents. I think that if I were to try and take two things away from the webinar, it might be:

  1. It is the content, not the media the media that drives content classification, retention, and disposition. The best practices and policies that are slowly being adopted in Enterprises around email can be used to evaluate the use of new social media applications as well.
  2. Don't wait for a problem to arise. Get out in front of the adoption of social media applications within your enterprise to develop policies for acceptable use, retention and disposition and eDiscovery. Developing the policies will provide the ability to evaluate new Social Media applications to understand if they are right for your organization.

June 25, 2009

New Video: Cheryl McKinnon on Enterprise 2.0

Ron Miller from FierceContentManagement interviewed Cheryl McKinnon yesterday at the Enterprise 2.0 Conference in Boston, MA. on how Enterprise 2.0 tools can help users discover knowledge locked in social interactions and find experts. Watch the video below.

June 24, 2009

Lessons from one of the Masters - Enterprise 2.0 and Resourcing Considerations

Previously posted by Cheryl McKinnon on GTEC Blog.

This week my team and I are at the premier Enterprise 2.0 Conference, in Boston as part of the launch of our new Open Text Social Media product.

One of the ½ day workshops was led by Mr. Dion Hinchcliffe, noted Enterprise 2.0 consultant/analyst/blogger and author of some of the most well known E 2.0 Frameworks such as SLATES and FLATNESSES (see links for more information on these very useful constructs).

One of the key topics he addressed today was how to fund and plan for a 2.0 deployment inside an enterprise - public or private sector. Where should an organization expect to spend its resources - both financial and human costs?

In Hinchcliffe's experience, the breakdown often follows this pattern:

* Tools = 15%

This includes the cost of acquiring, and often customizing the tools to suit particular organizational needs. Cost of course can vary widely, depending on the tool selected, whether existing licenses can be used, or net new product introduced. But bottom line, this is often the smallest single outlay to consider

* Customization and Integration = 25%

The degree to which a tool must be customized to meet specific user experience needs, or perhaps tie into other key business applications to meet upfront requirements often will exceed the initial software license cost. Again, highly variable depending on complexity, number of integrations, and suitability of the initial software tool to meet the bulk of the requirements

* Community Management = 25%

This is the key ongoing cost consideration - once the software acquisition and required integrations are completed, ongoing community facilitation, moderation, internal awareness education, coaching and mentorship is essential to be successful and meet user engagement targets. Don't neglect investing in people to make this successful. Communities and 2.0 adoption are not short term campaigns - they require commitment and promotion to succeed.

* IT Support = 15%

Ensure the system functions smoothly, has appropriately resourced infrastructure to meet expected load and up-time commitments

* Project and Change Management = 20%

Next generation collaboration and communication tools will be embraced easily by some people, not by others. Invest in creating clear objectives, coaching, measure success and correct things that don't work. Ensure senior management is supportive of the objectives and have them lead by example. Cultural and behavioural change - as with any project that changes work habits and computing tools are bound to encounter roadblocks and challenges ; human nature is to resist change.

Bottom line? Don't starve the change management, education, internal marketing and ongoing community support requirements. Success with 2.0 is much more than software deployment. It's about engagement, better knowledge sharing, better support for the increasingly virtual work teams and extended networks we need to do our jobs.

June 23, 2009

Working the Social Media Crowd at Enterprise 2.0 in Boston

This week, we're in Boston at the Enterprise 2.0 Conference where we're showcasing some cool stuff in the realm of social media. We made a new product announcement today for social media software that offers enterprise employees a new way of working with each other through the web and mobile devices, while also meeting security and compliance demands by integrating with a company's wider ECM system.

If you're at the conference this week head on over to booth #615 for a demo of the social media software. If you aren't in Beantown, you can watch this video we've put together.

We also launched a podcast this week featuring Lee Bryant, Founder of Headshift and our own Cheryl McKinnon where they talk about how organizations can bloom with the right Enterprise 2.0 technologies, while helping to meet top-line revenue and customer retention targets to contain bottom-line costs; and ensuring appropriate risk mitigation measures are met. Lee and Cheryl also discuss the cultural shifts that need to happen within companies and the industry in order to move forward.

Still want more? You can get more information on what we're doing at the conference by following us on Twitter this week (you can also follow: @CherylMcKinnon, @craighepburn, @davechalmers1 and @deb_lavoy). You'll also be able to follow blogging updates from our new Open Text Conversations page that we launched this week.

Other Resources:
Visit our Enterprise 2.0 page
• Read Cheryl's whitepapers on the topic of Social Workplace & Social Marketplace.

June 22, 2009

Join Our Conversation

For a while now, our Content Experts have been providing you with their thoughts and insights on the ECM space through our ECM Briefs blog. ECM Briefs has served us well, and will continue to offer reports from events, news about customers, partners and new products, ECM industry trends, and other topics. With all the talk about 2.0 and 3.0 going on around here, however, we wanted to give our readers something more.

During our research, we found that many of our Content Experts had blogs that were chock full of great information and knowledge, and that they had been sharing with their own communities for some time. We wanted to leverage that knowledge and share it with you. Thus, Open Text Conversations was born.

Open Text Conversations engages our Content Experts as they share the latest industry developments and provide information about how to create value from content in a changing world. You'll have access to each Expert through their blog, where you'll be able to participate in the ECM conversation. In the bottom right hand corner of the site, our podcasts are available for your listening pleasure, and soon we'll have a wiki, with articles, customer case studies, and information we've gathered over the years, along with our online video content.

So why wait? Join our conversation now and let us know what you think!

June 12, 2009

Open Text at Henry Stewart DAM Symposium in NYC

Omri Duek spoke to Open Text's Damian Saccocio at the Henry Stewart DAM Symposium (NYC) 2009. In the interview, Damian talks about Open Text's digital asset management offering, Vizible, Open Text's Endeca partnership and the next big thing for digital asset management.

Fraud Prevention in the Accounts Payable Process

Previously posted on AP Optimization Blog.

The following statement is taken from the 2008 ACFE Report to the Nation..."According to research conducted by the Association of Certified Fraud Examiners (ACFE), U.S. organizations lose an estimated 7 percent of annual revenues to fraud. Based on the projected U.S. Gross Domestic Product for 2008, this percentage indicates a staggering estimate of losses around $994 billion among organizations, despite increased emphasis on anti-fraud controls and recent legislation to combat fraud."

The study states that approximately 23% of the fraud cases they reviewed were related to invoices with a medium loss of $100,000 per case. Billing (invoice) was the most common type of fraud.

It is interesting that in their findings; the most common way of detecting fraud was receiving a "tip" (46%) where as internal control only accounted for 23%.

One could conclude that as economic times become more difficult, fraud might increase. Even it this were not true the current trend in fraud, cries out for increases in internal controls, especially related to invoicing. It is not enough to assume the Accounts Payable Analyst just know that it is ok to pay an invoice. Automated business rules must provide the continual detection mechanism and automated workflow must ensure the proper personnel are involved in resolution. For invoices without a purchase order with internal control ensures that the proper personnel are involved in approval and their spend limits are automatically verified. Removal of human touch points removes both the temptation for fraud as well as removing the unknowing participation such as approval of an invoice without having the benefit of the invoice image to review.

One would only need to ask the prior employees of corporations driven to bankruptcy through fraud if it is better to have process control that prevents fraud as compared to having someone finally tipping off the authorities after the fraud has occurred.

See SAP EcoHub for More on AP Optimization.

June 11, 2009

Perspectives from the USA - Government 2.0 and the 3 Cs of Collaboration

Previously posted on GTEC Blog.

This week I'd like to open up discussion about what we see south of the border. Open Text as a Canadian headquartered, but globally-focused provider of Enterprise Content Management applications gets to hear and see firsthand what public sector around the world is doing with 2.0 and the collaborative culture this phenomenon brings.

One of my colleagues, Debra Lavoy, inspires and engages me. She's an active participant in the Government 2.0 community inside the beltway in Washington DC. She's become a popular contributor to transparency workshops and is an active and thought-provoking blogger on issues that resonate well here in Canada too.

Is everyone familiar with a site called If not, it's worth some exploration. Think of it as PowerPoint heaven. People and organizations can share their key slides, with notes and talking points that they want to broadcast.

Two of Debra's decks I want to highlight here are posted on Slideshare.

The first is "Social Workplace for Government 2.0": . Three key points?

· Social Media tools make connections that drive collaboration and knowledge management

· Culture is more important that technology

· New technologies are pleasant to use, so people use them

All of these key points highlight the new world of opportunity that Web 2.0 brings to the immense information management challenges public sector professionals face. Simpler tools can foster better connections, leading to a more cooperative and efficient working culture.

Next key point Lavoy makes - Collaboration is not one size fits all. She argues there are three main types of collaboration that have different motivations and offer different types of success. These three types are:

· Creative

· Connective

· Compounding

The second slide deck does a deeper dive into the concepts of these 3 'C's: in "Social Media at Work" , specific scenarios and examples are explored.

Creative Collaboration

· Means Innovation. Finding new solutions when and learning how to meet new challenges. Incorporate new insights and brainstorming across a team to develop, vet and test ideas.

Connective Collaboration

· Means awareness and agility: spreading critical information quickly in even in complex and dynamic situations

Compounding Collaboration

· Means finding the right person at the right time. Grassroots knowledge management and expert locator to get to the right information and ensure that critical gut instinct we call tacit knowledge can be shared.

Take a look at the slides I've linked to and let me know what you think. Maybe I can get Debra to come up for GTEC in October, and we can continue the conversation further.

June 10, 2009

Better Together

Originally posted on Content Management for Life Sciences.

Traditionally, ECM only touched a relatively small user community, and applications in this world were highly specific to a critical business process. But Microsoft has changed the ECM world by offering core content management capability to all users in an organization through their desktop environment. This dramatically increases the amount of content under management and replaces file systems over time. It is clear that through the Microsoft infrastructure a much more systematic approach to managing all unstructured content in an organization becomes possible.

Microsoft SharePoint adoption is an increasing trend in most industries and Pharmaceuticals and Biotechnology is no exception. What was a very early-adopter trend two years ago with large pharmaceuticals like Pfizer and Eli Lilly is now becoming mainstream. Most organizations have, or plan to have some element of SharePoint within their overall ECM infrastructure. A common question for most companies is "How will SharePoint and my EDMS work together?"

Today's mainstream ECM vendors provide customers with both infrastructure enhancements to the Microsoft stack as well as business solutions that run on top of the infrastructure. Organizations will continue to look to SharePoint as a user friendly end user interface that can help to rollout the ECM infrastructure and applications to other parts of the organization.

June 3, 2009

The Future of Digital Media

A couple weeks ago, the Canada 3.0 team posted this video of Open Text Chief Strategy Officer, Tom Jenkins, talking about The Future of Digital Media. See it for yourself below:

Tom will be speaking more on where digital media is headed in Canada (along with more than 60 speakers) at the upcoming Canada 3.0 forum taking place in Stratford next week on June 8 & 9. If you're not familiar with this event, it's the hot ticket forum for anyone interested in shaping Canada's digital future and determining this country's place in the global digital economy. For more information and to register visit:

June 1, 2009

AP Multitasking

Previously posted on AP Optimization Blog

One significant advantage of SAP Invoice Management by Open Text automation is that it reduces or eliminates calls from vendors inquiring about when invoices will be paid. In a manual process, the AP Analyst often receives several calls per day while they are entering and posting invoices.

In reading a recent article on multitasking I was reminded that being interrupted during a routine task such as entering and posting invoices results in significant time loss and leads to errors.

The article point out that workplace studies found it can take up to 15 minutes to return to a deep state of concentration after a distraction. It also mentioned that when our working memory is presented with a new problem, within 15 seconds it will become difficult to recall the prior issue. This is not unlike the stories we hear about how using a cell phone is a major distraction from driving our cars.

If you apply this logic to the world of an Accounts Payable Analyst, you can quickly see how receiving one "where is my money" phone call from a vendor can have a dramatic impact on the number of invoices normally processed around the time of the call.

By ensuring the vendors are paid timely and accurately, the distracting phone calls are reduced if not eliminated. Fewer distractions results in more efficient processing of invoices

See SAP EcoHub for more on AP Optimization

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