Transcript eCollaboration and Enterprise Content Management IS 904 Tero Päivärinta

eCollaboration and Enterprise
Content Management
IS 904
Tero Päivärinta
University of Agder
3.9.2010
Agenda
• Possibility to log-in 8.30 for those needing
practice in Live Meeting as such
• Groups & Group work topics?
• Some ideas lifted up for everyone
• A closer look at & closer comparison of the three
main concepts – Discussion-oriented ”gothrough”
– ECM
– eCollaboration
– Social Computing / Web 2.0
• Sharing the cases
Groups / Group work topics
• The newcomers in the course – brief
introduction round?
• Situation
Basic Concepts
• Enterprise Content Management (ECM)
– ”integrated enterprise-wide management of the life
cycles of all forms of recorded information content
and their metadata, organized according to corporate
taxonomies and supported by appropriate
technological and administrative infrastructures”
Munkvold et al. 2006
– ”strategies, tools, processes, and skills an
organization needs to manage its information assets
over their life cycle – including assets such as
documents, data, reports and web pages” (Smith and
McKeen, 2003)
History – Content management
• Archival/library science -> document management ->
content management
– Library of Alexandria (200 BC), medieval monasteries -> libraries
• information retrieval
– Records management (paper, microfiche etc.-> electronic
records)
• metadata, longevity, retention
– Electronic document (file) management (1960-70s)
– Relational databases (1960-70s)
• technical separation from ”file management”
– Structured documents (1980s)
• e.g. SGML -> XML, granularity of content blurred from ”file”
– (Web) content management (mid-1990s)
– (Content) portals (2000)
• unified access to all recorded information -> finally logically under the
same ”umbrella”
Example: CM ”systems” in Statoil
2003
• Effective search and navigation
depends on you knowing where
the information is stored, such
as
– The internet browser and
Eureka
– Start-meny and Active
Desktop
– Lotus Notes workspaces
– Lotus Notes database
catalogue
– Citrix Program
Neighborhood
– Docmap and Virtual Library
– Common and private disks
– Internal Net Sites
– 165 different formats in
digital libraries
and archives ..
How many ”content management
systems” exists in this course / UiA?
Is content managed to a
satisfactory extent?
(If not, what would be the most
”interesting” areas?)
Does it make sense to phrase
ECM this widely? Why, why not?
Major issues mentioned in
connection to 48 ECM cases
(Päivärinta & Munkvold 05)
Enterprise Model
Objectives
Impacts
Content Model
Infrastructure
Administration
Change Management
Main objectives and desired
impacts (of ECM)
•
•
•
•
•
•
•
•
•
•
improved internal & external collaboration
value-added / new customer services and products
reliability & quality of information content
modern/professional image of organization
efficiency, effectiveness, flexibility of work
meaningfulness of work
organizational memory
direct cost savings (info operations & facilities)
compliance to external regulations & standards
platforms & capabilities to develop targeted applications
quickly
Basic concepts (2)
• eCollaboration
– ”global access to and the management of a
common pool of digital assets used to
collaborate, support work processes and
share information between the company and
their customers, employees and business
partners” (Statoil eCollaboration strategy,
2002)
History – collaboration technologies
• 1960s Stanford (Englebart) – first ideas of
hypertext, word processing, data conferencing
• ”Office automation” – early 1980s
• Computer-supported cooperative work (CSCW)
– 1984
– merger of telecommunication & computers
• Since, a large number of technologies under
varying labels
– knowledge management, digital collaboration,
eCollaboration, c-Commerce…
– document-based systems / workflows early included
also in the concept of eCollaboration
”Time-space” matrix of ”traditional”
collaboration technology
Different place
Same place
Same time
Different time
(Some electronic meetings
which facilitate group-decisionmaking)
Electronic ”whiteboards”…
E-mail
Document mgmt
Calendar, scheduling
Workflow mgmt
Electronic bulletin boards
Audioconference
Videoconference
Data conferencing
Instant messaging
Desktop conferencing /
application sharing
E-mail
Document mgmt
Web-based team rooms
Calendar, scheduling
Workflow mgmt
Electronic bulletin boards
Adapted from DeSanctis & Gallupe -87
Categories of eCollaboration
Technologies
• Communication
– E-mail, IM, audio/videoconf.
• Shared information space
– Document mgmt, team/project rooms, data conferencing,
application sharing, electronic bulletin boards
• Meeting support
– Electronic meeting systems
• Coordination
– Workflow mgmt, calendar & scheduling
• Integrated products
– Collaboration product suites, integrated team support packages,
e-learning systems
Basic Concepts (3)
• Social computing (a.k.a. Web 2.0, online
communities)
-”A large number of new [Web] applications and
services that facilitate collective action and social
interaction online with rich exchange of multimedia
information and evolution of aggregate knowledge…
Examples include blogs, wikis, social bookmarking,
peer-to-peer networks, open source communities,
photo and video sharing communities, and online
business networks.” (Parameswaran & Whinston 07)
History of ”social computing”
• Early on-line multi-player games 1970s, Zork (MIT, 1977)
MUD (Multi-user dungeon, Essex UK, 1978)
• WWW – CERN 1980s, early 1990s
– ”Web 1.0 was all about connecting people. It was an interactive
space, and I think Web 2.0 is of course a piece of jargon, nobody
even knows what it means. If Web 2.0 for you is blogs and wikis,
then that is people to people. But that was what the Web was
supposed to be all along.” (Tim Berners-Lee)
• Napster (1999-2001) – peer-to-peer MP3 sharing
• The rest… applications on the WWW
– ”collaboration”, social interaction, blurring fun & serious
networking, outside the corporate boundaries
• Enterprises started to interest in possibilities to utilize
these technologies/ideas since the early 2000s
Basic Concepts
Difficult to categorize? Examples.
Social Computing
eCollaboration
Telephone
conferencing
Wikipedia
2nd life
Facebook
WWW-games
LinkedIn
IM MSN
Corporate
E-mail
WWW-site
Corporate Wiki
Calendar
TeamSite
Document-based Folksonomy
workflow Corporate taxonomy,
Data/Document
metadata
storage
Enterprise search
Records management, archiving
Enterprise Content Management
Flickr
Framework for further discussion
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content Model
Infrastructure
Administration
Argument:
In addition to ECM, also
Change Management
e-Collaboration and social
computing applications in enterprises
require a holistic understanding of these issues (the elements of people, culture &
communication model added to the picture, if compared to Päivärinta & Munkvold 05)
Why these altogether?
• line of argumentation:
– ECM – basis for any serious information processing in the
enterprise
– …but ECM is providing limited value alone, unless adopted to
support information utilization by groups (or even crowds)
• organizational uses needs to be discussed together with
eCollaboration in general
– …while social computing innovations provide new opportunities
for enterprises to utilize collaboration
• …where information content often still needs to be managed, both
content used as a basis & content resulting from this social
computing.
– I.e. The trend is that organizations need to utilize integrated
information systems with elements of all of these.
• numerous challenges
An important remark
• This course is interested in the enterprise
view on these ideas and technologies.
– e.g. all of the ideas related to particular
concepts or technologies need to have some
significance or use for an enterprise
– (e.g. Facebook’s importance for maintaining
personal social connections is not per se in
our interests, whereas it will be, if we can
utilize it for a business purpose)
Summary (2)
Social computing
eCollaboration
t
ECM
Framework
People / Culture
Enterprise Model
Objectives Impacts
Communication /
Content Model
Infrastructure
Administration
Change Management
ECM: Objectives & impacts
• Thinking exercise & discussion: go through each
objective for 1-2 minutes (alone or groups):
– What would the following things be concretely in university
courses (1 example per each)?
– …and how to measure them?
• ECM objectives / desired impacts (Päivärinta &
Munkvold 05):
– Improving internal / external collaboration
– Value-added / new customer services and products
– Reliability and quality of content, less errors in products and
practices
– Modern & professional image
• (to be continued on the next slide)
ECM: Objectives & impacts (cont.)
– Efficiency, effectiveness, flexibility of knowledge work
/ business processes
– Meaningful knowledge work / less tedious routines
– Organizational memory
– Direct cost savings (e.g. of information processing,
etc.)
– Satisfying external regulations / standards
– Platforms / capabilities to develop / maintain targeted
(and emerging) content management applications
• Do you find any other categories? (let us
know…)
A Wider View: ECM vs. eCollaboration
vs. Social computing: Objectives
•
eCollaboration objectives
– Collaboration effectiveness of
teams & groups highlighted
• Often also informal teams -> less
organization-unit-focused thinking
than in ECM
• Knowledge ”mobilization” here
and now
• Customer contact
– Quality of decisions (i.e. groupdecisions are better?)
– (direct (travel) cost savings +
cutting non-meaningful travels)
– Image?
– ”Platforms”
– Highlights the team/group view
and often task-oriented focus
on ”now”
• To exaggerate: (ECM mostly
”organization / enterprise –
oriented” ?)
•
Social comp. Objectives
– ”Individually-originated objectives
turn to loose community-feelings”
– Keeping oneself upgraded on
”what’s fancy”
– Expressing oneself
– Connecting people who like to be
connected
• Knowledge exchange as a happy
”side product”?
– Building voluntary competence
networks
– Image?
– Meaningfulness of the social
milieu – the work should also be
socially and intellectually
rewarding (even fun)
– Person-oriented focus on
satisfaction at work (and socialhuman relations)
• Assumption: knowledge
sharing and other benefits
follow this…
Framework
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content
Infrastructure
Administration
Change Management
ECM: Content model(s)
• Discussion: What would the following elements be in
UiA’s course content ”model(s)”? Examples?
–
–
–
–
Content presentations, structures, views?
Content life-cycle
Metadata
(Corporate) taxonomies (vs.? ”folksonomies”)
• Discussion 2: What needs to be ”modelled”?
• Discussion 3: Who ”meets” the content model(s) in
practice and how?
– i.e. who needs to be knowledgeable of ”content modelling”,
concerning the particular areas of it?
• Discussion 4: Is / Can / Should there be ”enterprisewide” content modelling?
ECM vs. eCollaboration vs. Social
computing: Content/Communication model
• eCollaboration
– Ad hoc group communication
an important part
• Meetings, e-mails, instant
messages etc. ”abstract”
categories of communication
• Combined to more formal
”genres”
– Need to manage content in
relation to most usual group
communications tasks
• Social computing
– Communications about
oneself (profiles, interests,
humour, expertise)
– Structures to network under
common interests
– Rich communication means,
free sharing
• Video, pictures,
comparisons…
– Quick and flexible linking of
information
– ”Folksonomies” (vs.
”taxonomies” to organize
content of interest
– Platform for ”citizen”
movements… opinionexpressing
Framework
People / Culture
Enterprise
Objectives
Impacts
Communication /
Content Model
Infrastructure
Administration
Change Management
ECM: Enterprise model(s)
• ”… a shared idea about what needs to be done in the enterprise,
who does what, who is in charge of what.”?
• A number of different ”conceptualizations” and their mixtures
–
–
–
–
–
Business / support processes, tasks
Resources, roles, teams, organization units (budgeting entities)
Projects
Geographical sites
even persons… etc.
• How to organize content ownership / responsibilities?
• Discussion: What ”enterprise models” are in active use in UiA /
courses?
– Who decides? – or… is there many competing ones?
– Do the ”enterprise-models-in-use” match to the models indicated by
information systems applications?
• Discussion: How do particular kinds of objectives relate to particular
kinds of ideas of the enterprise? (i.e. what is the unit for analysis for
expected benefit from developing ECM according to a particular
goal?)
ECM vs. eCollaboration vs. Social
computing: Enterprise model
• eCollaboration
– Generic ideas about the group
/ team collaboration scenarios
• Tasks and task sequences,
generic / technical types of
user roles
– Meeting host, participants
– Specialized applications may
build more focused and
formalized role structures
– Often crosses e.g. budget unit
boundaries
– ”Formalizes” cross-unit task
groups?
• Social computing
– Networks of people with
common interests
• Relationships build around
common interests or previous
social relations
– Makes ”the informal
organization” visible?
• Could that be used for
enterprise purposes?
– ”Visible individuals” and
”responders”
• E.g. blogging typically not
practiced by many, but
commenting can then be
Framework
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content Model
Administration
Infrastructure
Change Management
ECM: IT infrastructure
• All the hardware & software & IT services needed to make ECM
work
– Analysis alternatives – which relate to which content / part of enterprise
/ type of people…?
• Infrastructure challenges in ECM:
– Integrating applications & tools throughout content life-cycle
– Seamless user experience of content retrieval and production
– Update management of hardware, software, and even operating
systems (still)
– Technology updates to make content sharing among applications &
devices possible (towards ”application-independent” content formats ?)
– Information security issues
– Lately: competing infrastructures between different parts of enterprises
• Mergers, or otherwise.
ECM vs. eCollaboration vs. Social
computing:IT infrastructure
• eCollaboration
– In addition to ECM
– Mostly a (more or less
standardized) set of
available person-to-person
and team communication
tools, sponsored by the
enterprise
– Technical challenge:
accessibility and stability of
use
• Social computing
– So far: web-based
applications (more or less)
”allowed” to be used by
companies
– Technical challenge:
information security?
– To become: ever more
integrated as a part of
content mgmt & ecollaboration ”offices”
• Problem – does it then
work only inside a firm?
Framework
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content Model
Infrastructure
Administration
Change Management
ECM: Administration issues
• Regulations, standards, policies, routines,
administrative procedures
• Awareness
• Organizational support for new roles?
– From local archivists to support persons for global
production / retrieval of content
– Cf. J. D. Edwards – five new organizational roles to
support new content mgmt applications
• Technical support
• Discussion: Which administration issues are the
most challenging ones?
ECM vs. eCollaboration vs. Social
computing: Administration
• eCollaboration
– Awareness
– Motivation to adopt
– Support for learning
• Ability to adopt
– Cultivating the
practices
• E.g. ”good e-meeting
practice” beside
mastering the tools as
such
• Social computing
– ”What counts as real
work”?
• Policy, shared culture
• (less individual
adoption problems
among younger
employees?)
– Information security
practice
• E.g. anonymity not
allowed
Framework
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content Model
Infrastructure
Administration
Change Management
Change management
• Justification of ECM initiatives
– How to make a business case to get corporate sponsoring?
– From justification to ”benefits management”
• Maintaining mgmt support & development resources
– ECM is seldomly a ”project”, but a process
• Competence acquisition & upkeep
– AIIM Feb 2008 – Lack of ECM competence does not cease in the
foreseeable future
• Organizational / user resistance for change /
standardization
– Again: ”Benefits management” -> Benefits realization
– How to involve users?
• Often ”benefit disparity”
• Discussion: How well is change management taken into
account in previous content mgmt / collaboration initiatives
at UiA?
ECM vs. eCollaboration vs. Social
computing: Change mgmt
• eCollaboration
– Key issue: how to introduce
new tools so that they
reach a ”critical mass” of
users within a relatively
short time-frame
– Illustrative business cases
to motivate /justify
• Individual users
• Organizational sponsors
• ”What is the value of our
e-mail application?”
– (We’ll come back to
implementation issues in
organizations later)
• Social computing
– Key issue: how to make
potential value of social
computing clear for
management?
• Obstructive: how to ”fight”
against employee use of soc.
comp.?
• Supportive: how to foster a
sensible ”corporate attitude”
and to make it clear to all
employees?
• ”Why should our employees
mingle during the office
hours?”
– Who should pay for
implementing these in the
corporation?
Summary
• ECM, eCollaboration & Social computing
highlight slightly different issues
– Objectives / impacts, enterprise,
communication/content models, infrastructure issues,
administration & change management challenges
• In addition to ECM, eCollaboration & social
computing perhaps highlight more
– People-oriented issues
– ”Cultivation” of corporate culture
– ”ECM” is more driven and cultivated by content
management professionals, should be almost
”invisible” background service for users
• Vs. eCollaboration & social computing!
Framework
People / Culture
Enterprise Model
Objectives
Impacts
Communication /
Content Model
Infrastructure
Administration
Change Management
Culture
• Foci – Cultural ”main differences”
– ECM – robust management of ”enterprise
information”
– eCollaboration – effective groups / teams on
more or less pre-known tasks
– Social computing – individual motivations to
self-expression, social networking, fun ->
”happy accidents” of knowledge mobilization?
”People”
• Discussion
– What kind of people-related issues can /
need to be managed / recognized?
• ECM
• eCollaboration
• social computing
The Cases
• Go-through Tero’s list of suggestions in the
SharePoint Team site
• Any comments?