A while ago I was pointed to an article proclaiming that Information Governance is no longer necessary (ROFLMAO). I laughed because I think its grasp on reality is about as firm as that of whoever proclaimed that ECM is dead. However, once you get past the intermangling of “governance” and “management”, there are a couple threads that have validity.
Today’s technology and architecture are definitely built to encourage sharing and collaboration, and that is an awesome thing. As for a good digital workplace being a “bellwether of your company culture”, humph. “Digital workplace” is very tool and mechanics oriented, and has little to do with defining culture. A digital workplace (i.e.: tools) enables a culture that encourages trying stuff out, collaboration, openness, whatever. And the digital-ness of one’s workplace depends highly on what and where one’s workplace is. By the way, I am of the opinion that if paper can be eliminated from the workplace paper should be eliminated from the workplace (please insert caveats about having the right tech available and the required bandwidth). The more digital “aides” we have to help us do our core jobs and not have to worry about governance and management of information, the better.
(information) Governance is needed. Always has been, always will be. The level (think rigour) of governance required, and the manner in which governance is implemented vary depending on what information is in scope, what your regulatory obligations look like, what your internal policies are, and on and on and on.
The way work gets done and the tools used have changed to the point that governance has to change, rather than go away. The reality is that governance needs to be more stringent than ever before. Solution architectures today are designed to include multiple services, applications, data centres, and service providers. Regardless of how nimble and user-delighting the solution is, the governance requirements and challenges are exponentially tougher than when all you had was a single custom application that no one liked but it did the job.
We’re being handed ever more simple and elegant devices and apps with which to do our jobs. But, as everyone ought to know, the easier things look to the user, the tougher it was to build it and maintain it, and to impose an appropriate level of governance.
Fortunately, the tools we’re using to do information governance and management are changing as well. Egnyte, Dropbox, Box, Google, and a host of others are delivering applications and experiences that make many aspects information governance and management easier and more lightweight, and hidden from the everyday user. Even some of the legacy ECM vendors are getting in on the act.
Goodbye Governance? I don’t think so. What I find a bit amusing about the article is that it was written by someone who works in a space that, from a tool perspective, is littered with stories about failures that could have been prevented with … GOVERNANCE! Governance, you’ve come a long way, baby. (quote plagiarized from some 1970’s ad campaign for a product that’s no longer legal to advertise).
In this video, from Boxworks 2016, I express some of my thoughts about information governance, and how Box is approaching it. For those of you interested in ECM, cloud, and information governance, Boxworks 2017 is coming up in October. You should go. Maybe I’ll see you there.
If you love the video so much that you want your very own copy, you can download it right over here.
Whether we like it or not, we’re storing more and more content in the cloud, and that content needs to be governed. Here are some things that I think about and talk about with clients when they are getting started with Information Governance (reg req’d):
- To paraphrase Ann Cavoukian – You can outsource your data but you can’t outsource responsibility. All of the rules and regulations that applied to your content in your data center still apply. If something goes wrong you are still, ultimately, responsible. You may or may not have company in court or jail.
- Content in the cloud is likely more secure than content in your data center. Remember all those breaches that were so widely publicized? Well, most of them happened to corporate data centres. Companies whose business is storing other companies’ data haver better tools and resources to secure data than you do; it’s their job.
- To be effective, managing and governing content in the cloud needs a modern, simplified approach. Trying to manage content like it’s paper or stored in on-premises repositories just isn’t going to work. You chose cloud content management because it’s a better, modern experience for your users, governing your info can’t break that.
- FOCUS ON THE VALUE OF YOUR INFORMATION. IF YOUR ENTIRE APPROACH TO GOVERNING INFORMATION IS BASED ON MINIMIZING RISK (LITIGATION, LEAKS, ETC.), YOU ARE NEVER GOING TO BE ABLE TO FOCUS ON LEVERAGING THE VALUE OF YOUR INFORMATION ASSETS. IT’S THE VALUE THAT’S GOING TO ENABLE YOU TO INNOVATE AND TRANSFORM YOUR BUSINESS. (colour and bolding as requested by a loyal reader – thanks, Dan)
- Start Something. Anything. Sitting around navel gazing is going to result in you being crushed. Pick something small, easy, and safe, but with tangible benefits and get going. You don’t need to have everything planned and analyzed to get started; you just need to have enough thought out to allow you to get moving. Remember, some governance is better than no governance.
- BONUS THOUGHT – Your information governance doesn’t need to be perfect, it merely needs to be good enough to get the job done and to allow you to meet your obligations.
This Box whitepaper (reg req’d) provides some additional thoughts about Information Governance for cloud-stored content, as well as details about how Box is tackling some of the necessary functionality. We (Box and I) would love to chat with you about Cloud IG. And as always, I’d love your feedback about this post and the paper.
 Ann Cavoukian is the former Privacy Commissioner for Ontario (1997 – 2014) and is currently the Executive Director of the Privacy and Big Data Institute at Ryerson University.
Several weeks ago, a Gartner analyst wrote about (Enterprise Content Management) ECM dying and content services being born. That’s cool other than, you know, it’s nothing new. And it’s wrong, IMO. There were / are two ways of looking at ECM: 1 – ECM defines a set of tools / technologies, or; 2 – ECM defines an approach and strategy for managing information, and includes the tools. I tend to go with the latter, which means that I have never subscribed to the theory that everything had to be in a single repository. The fact is that much information that needs to be managed is not even in what most of us making a living in ECM or Information Management / Governance would even really refer to as a repository.
I remember having discussions (online and in person) about “content services” with peers and colleagues years ago. Way back then, we defined content services as those functions that ECM platforms and suites did so that enterprise content could be managed throughout its lifetime. You’ll notice the double emphasis I put on the word “managed”, because ECM really is about managing enterprise content. Think of “enterprise” as a meta descriptor of the type of content (or data, or information) being managed. I.e.: we’re managing stuff that belongs to the business, no matter the size or purpose of the business. And we don’t care about the purpose or format of the stuff we’re managing; all that matters is that it relates to, or is controlled by, the business.
AIIM (industry association for information management) defines ECM as: “…the strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to organizational processes.”
ECM is not a technology, methodology, or process. Rather, it is a mindset or framework designed to get the right information to the right audience, in the right context, at the right time. ECM is enabled by tools and processes that help capture, manage, store, preserve, and deliver information.
The graphic above (courtesy of AIIM) shows the five major activities that ECM solutions must provide to be considered ECM solutions:
- Capture – Content is submitted to, or created by the organization. This content may be electronic or paper-based and may be provided by people or systems/tools.
- Store – Store and secure information in appropriate repositories in order to achieve defined outcomes.
- Manage – Assign properties to content to make it appropriately accessible to the people and systems that require it.
- Preserve – Ensure content is accessible over its entire lifecycle and disposed of when required or permitted to do so.
- Deliver – Get content to the people or systems that need it to achieve objectives and perform their jobs effectively.
Nowhere in the definition of ECM or in the descriptions of the five functions does it state what type of technology to use, where the technology (storage) must be physically located, or how many different bits of technology can be used to build a solution.
“The most common realization of the strategy formerly known as ECM was to provide a centralized enterprise (the E in ECM) wide platform that could meet one or all of the following primary goals associated with the utilization of “content”:” from the article linked in the opening paragraph
Says who? Of all the people that I hung out with and had at least 5 five minutes’ conversation with at last year’s AIIM and IRMS conferences, I don’t think you’d find one that believes ECM relies on a single repository. And that realisation is not very recent. I think what’s really happening is that certain vendors and some analysts are having their “holy sh*t!” moments and coming to realize that ECM isn’t the be all and end all. They’re realizing that ECM suites and platforms are nothing more than pieces of real business solutions.
To be fair, some vendors realized this a couple years ago, and have been making the right noises, though I still don’t see much in the way of solutions. If you really want to see how things are going to be, take a look at solutions / partnerships / integrations that have been largely spurred by cloud content management players like Box, Egnyte, Dropbox, Google, and others. While the cloud vendors may or may not be ECM vendors, they are certainly capable of being part of ECM solutions (assuming anyone really wants one to begin with). The same goes for MS SharePoint in its cloud or on-premises guise (it’s not an ECM product, but could be part of an ECM solution).
Legacy ECM vendors like OpenText, FileNet, Oracle, Hyland, etc. are certainly ECM solutions, but where they tend to lose their lustre is that they were not necessarily business solutions, which is where the real value lies. It seems to me that this is shifting as more and more vendors realize that the products they make are really better suited to be in the background, much like infrastructure. Their value is in serving up content to people and systems that need it. I.e.: their value is in providing content services, or, as I like to call it, content-as-a-service.
Look, I understand that Gartner and other analysts need to “refresh” things sometimes or face irrelevancy through stagnation, and I’m cool with that. But relabelling ECM is rather pointless. I’m fairly certain the buyers don’t care, and the vendors are going to have to use terminology that resonates with the buyers. “Wanna buy ECM? or “Wanna buy Content Services?” are likely to get the same none too friendly response. Content Services is not a market. Content services are what content management tools provide and it’s been that way ever since someone coined the term “Enterprise Content Management”.
Two key changes from last year really made me happy:
- Box’s enterprise customers (at least the ones on the panel during the analyst event) are calling Box content management (advanced content management, even);
- Box is unequivocally stating that Platform is the base upon which the Box application is built – they weren’t so clear about that last year.
On a personal level, the first of those makes me the happiest because, along with Cheryl McKinnon of Forrester (my reaction to Box’s inclusion in the Forrest Wave), I was the first analyst / person-who-should-know type that came out and unabashedly called Box an Enterprise Content Management vendor. Here’s my post from June 2015 when I first called Box ECM (you can also get to the whitepaper I wrote on the topic via that post). Whatever. I’m just happy and gratified that Box is finally being seen as what they are. I’m guessing they’re pretty pleased about it as well.
Remember in this post I included a footnote stating that BoxWorks could be a better Information Management / Governance conference than the AIIM conference (I didn’t even mention that records management conference or organization)? Yeah, nothing took place at BoxWorks that made me change my mind.
On to my thoughts about the conference happenings … I’m not going to recap all the announcements; they’re available on the Box site over here and elsewhere on the web and on Box’s site. There were a bunch of announcements about making Box more usable, intuitive, and user friendly, but they didn’t tell me that Box Capture for Android is coming. Box Desktop, Files, and Notes are much needed improvements that are coming, and will make for a much better user (yeah, I said “user”) experience.
If I’ve got this all right, Box Platform can serve up Relay (workflow) and Governance (governance), as well as versioning and all the other mundane content management stuff as a service. While that’s very cool and all, what I really find exciting is that there is a growing ecosystem of partners / developers that include companies like Cognizant, as well as in-house IT shops, ISV’s, and small niche / boutique app developers. The potential implications are pretty cool for all the stakeholders. For example – during his session at the analyst event, Jeetu Patel (heads up Platform and Strategy for Box and is a really nice guy) mentioned that: A – all companies are becoming digital companies (glad he gave up using all companies are becoming SW companies), and; 2 – there’s no templates for digital transformation (I am summarizing). So it seems that there is an opportunity for Box to do for digital transformation on an industry basis what SAP did for ERP on an industry basis. Between in-built capabilities and partnerships, Box has the beginnings of being able to build content-centric digital transformation on-ramps / roadmaps / whateveryouwanttocallthem. The Perkins+Will demo was really cool and a harbinger of what is possible.
What’s really cool and significant is that, if the implementation gets done properly, that whole thing about putting governance in the background and letting users just focus on their jobs will actually happen.
There’s also some other stuff happening with Platform and the application that, if done correctly, could make the whole auto-classification thing a reality. There are other ECM providers that have been working on it for years, to very little uptake. What’s happening, I believe, is that Box is trying to solve the same problems, but in a different way.
One of the product managers told me something to the effect that she was talking to her team and they were telling her they knew nothing about Information Management or Governance. She responded by telling them that they were actually delivering it. There’s a whole bunch more detail, but that’s actually a very cool story. It’s possible because Platform takes care of it in the back end.
Regardless of the size of a company, if they operate in a regulated industry they have to comply with the relevant regulations and legislation. At the same time, if you’re one of the smaller players you likely need to do more with less and can’t afford dedicated compliance solutions. Where Box fits is that they don’t know how to do it the legacy way, and this is a very good thing.
During the customer panel at the analyst session, one of the customers, in a highly regulated industry, was lamenting that they could not use Box for some of their controlled documents. The issue is that Box brings out new stuff too fast and the regulators and legislators simply cannot keep pace. That just sucks.
I asked Aaron Levie something along the lines of “do you think that current legislation and regulations hamper your ability to innovate?” I liked that he acknowledged that it’s the customers, not Box, that are actually being hampered. Box’s approach is to innovate to the spirit of the legislation or regulation, rather than to the letter. I.e.: they’ll satisfy the what, but the how may look a little different.
Odds ‘n’ Enns
- One of the most interesting, to me, integrations I saw at the conference had to do with SAP (apparently you don’t pronounce it “sap”). There’s this company based in Calgary, Alberta, Canada that effectively does for Box-SAP what OpenText Extended ECM does for OT-SAP. I don’t know a ton about it yet, but it is something I will be looking into and getting more familiar with. The fact that the folks at e-Wave Solutions have put effort into building a Box-SAP integration in addition to their Filenet-SAP integration (I think I have that right) is significant. They’re not just chucking up content that’s relevant to stuff happening in SAP. No, they’re doing it in an intelligent way that leverages / manages metadata and preserves the integrity of the “records”. That’s kinda cool. Like I said, I’ll be looking into this a bit more.
- One of the really good things about being an analyst at an event like BoxWorks is that you get one-on-one time with some key people at Box. The normal scenario is the analyst asks questions and the company person answers them. What I love about the people at Box is that we both get to ask questions and have an open, frank discussion.
- Thanks to the Box Governance Product Marketing people (thanks, Veena!!!) for inviting me to share some of my thoughts on Box Governance.
- Thanks to Aaron Levie for taking the time to come and chat with us analysts. I’m a bit of a sceptic at times, and I sometimes wonder if certain tech CEO’s are putting on a show for analysts, the press, prospects, etc. After sitting less than thirty feet from him and being able to look into his eyes, I’m pretty certain that Aaron Levie truly believes in what he and the rest of Box are doing.
- Lastly, a huge thank you to Joely, Signe, and Megan for making the analyst day and, especially, the analyst dinner truly excellent. The whole idea of going to a chef’s residence and having a home made meal in a more intimate setting … loved it.
- That pic is what greeted us as we walked into the chef’s home. There were leftovers.
The one thing that I didn’t hear anything about is a service organization that can make it (all this next generation ECMness) happen (Box Shuttle aside). I still believe that without the right services capabilities, things will not progress as smoothly as they could. Overall I’m pleased about Box’s progress over the last 12 months. You could even say I’m optimistic and excited for what they can achieve and change about ECM in the future. The recently announced OpenText acquisition of Dell EMC ECD (ya know, Documentum and LEAP) just made Box a more attractive option for ECM buyers. As one industry analyst type mentioned, it’s a changing of the guard in the ECM space. Among others, Box is leading the charge. Not to say I told ya so, but I told ya so.
This is a Throwback Thursday post. I originally wrote this back in January 2012, at the invitation of Ron Miller. Ron was with FierceCM back then, and I thought he covered the ECM space pretty well. Anyways, I was reading this recently and thought that it is still pretty accurate, mostly. I was thinking about updating it a bit, but I just left it alone.
So, is ECM all puffed, primped, pimped, buffed, glossed, sprayed, splayed, like Kim Kardashian, or is it time to summon Dr. Jack (Kevorkian, not Daniels)?
The way I see it, ECM doesn’t really exist; at least not as something I can hit with a hammer (not that I advocate hitting KK with a hammer). ECM is more of a wrapper/ label that we’ve put around a whole bunch of other related things for the sake of convenience and to make it look and sound pretty. Inside the wrapper we’ve got things like document management, records management, digital asset management, and web content management. Depending who you ask, there may or may not be business process management stuff in there as well. Go further and include content that’s stored in ERP, CRM, db, and various line of business (LOB) systems. The truth of the matter is that I don’t give a rat’s ass what’s in there as long as it can do good stuff for my business. And by that I do not mean just managing content.
Managing content is great, but if it doesn’t serve the goals of the business, if it doesn’t get stuff done, there is no point. In order to serve the goals of the business managed content, in all its forms, needs to be available when business activities are executed. It doesn’t matter whether that activity is approving invoices, publishing web content, administrating social services programs, developing new drugs, or a telco ramping up new services for subscribers.
Consider this for a moment; I recently came across an initiative to implement paperless claims processing. The organization will use ECM tools as part of the solution, but it is by no means an ECM initiative. This organization will develop what they call ECM Governance, but the reality is that it’s going to be about managing information for the enterprise. Whether or not the information is managed with ECM tools remains to be seen, My guess is that some of it will and some of it won’t. Oh, and if you want a little more justification why we should be calling Dr. K in to deal with ECM – a major ECM vendor has rebranded the ECM out of their products and now just uses the word “content”.
If we scrape away the goop that’s on the surface of Kim Kardashian, we know that underneath is a real person with the requisite components to ensure everything is in proper working order (I’m bashing on ECM, not on reality TV celebrities, remember?); can we say the same for ECM? Here’s a challenge (not open to vendors, especially their marketing folks) for implementers and clients; go find one real ECM implementation that’s in production. First person to find one, within two weeks of this article being posted, and prove it to the satisfaction of a panel of judges (me and whomever I select to help me out) can name the Canadian animal or children’s charity to which I will make a CDN$50.00 donation.
Things have changed, dramatically, over the last few years. We used to be happy with document management. If it was done well, most people in a department had the latest version of the document they needed. But it didn’t span the enterprise in the majority of cases. Web content management systems were fine because they helped to ensure that your site had the most up-to-date copy, images, videos, etc. (helped by digital asset management tools, whatever they really are). Records management systems tried to make sure that once we were done with our documents they were properly declared, stored, and disposed of. They couldn’t do diddly about the rogue copies of stuff that were all over the place just waiting for a discovery order.
Even all those pieces that are supposedly under the umbrella of ECM tools don’t really work together in an “enterprise” fashion. That is, they don’t talk to each other, their reach doesn’t extend throughout the organization, and they sure don’t play well with LOB systems. I think it’s time that we admit ECM is simply on life support and will never be what we thought it would be. Call Dr. Kevorkian and let’s do the right thing.
I’m not certain what’s going to replace ECM, but I am certain that it’s gonna be cool. We’re at a point where we need to mix together what used to be ECM with social tools, engagement tools, governance, and process management. These things need to be deconstructed and then recreated as services (as in Service Oriented Architecture) to be consumed by organizations in order to truly manage their content, holistically, across the enterprise. I’m not ignoring cloud or ?aaS, they’re just not really relevant to building the solutions, they’re delivery options.