make documents matter

how to work smart with your documents

business insights

table of contents
1 11 19 26 34 37 8 smart ways to manage documents Work smart: managing documents in the cloud working smart in a mobile world 5 strategies to get buy-in for document management 8 steps to manage success get efficient with smart insights into documents 8 Ways to look at content management systems the cloud, not a crock security & Data protection for online document management software author bios

technical insights

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by: knowledgetree

smart ways

manage documents
to
How many documents, spreadsheets, and presentations do you handle in a day? Two? Five? A dozen? Now multiply that across your entire organization. Thousands of proposals, invoices, contracts, and other documents are created, edited, and shared by your teams every 24 hours. With so many documents generated each day, how can you effectively work with colleagues to co-author a document? How can you be sure that a proposal has been validated? And how can you store, locate, and share the right document with your team?

introduction
Document management solutions have arisen as a way to address the challenge. Typically these tools are used to overcome the document chaos that many legal, finance, HR, and operations professionals feel when confronted with tens of thousands of files. But how do you choose and implement the right document management solution for your organization? Lets walk through 8 steps that will help you select the tool that is right for you.

define objectives
Before managing documents, you should know what a success means. Some common goals for document management are: > Increasing productivity by streamlining document led business processes. > Increasing efficiency by helping users to quickly locate and share documents. > Reducing paper consumption by connecting document management tools with fax servers and scanners, keeping all documents electronic. > Promoting collaboration by allowing teams to work together to coauthor documents. This can radically increase quality as colleagues insights can be included and managed. > Ensuring compliance with regulatory regimes by securely storing and monitoring access to documents. Regardless of your goal, by beginning the process here you can better understand your criteria for selecting a tool.

identify business processes

The next stage is to determine which business processes would benefit from tooling. This helps to boost adoption and demonstrate value in your organization. Smart processes for documents management: > Require reviews and approvals before a document can be finalized. > Have periodic re-evaluations of documents, for instance for contracts that are renewed annually. > Involve a high-degree of collaboration across teams, with multiple team members contributing or editing content. Typically, youll find processes like contract management, employee onboarding, sales proposal generation, and invoice payments are strong candidates for document management.

determine your delivery model

Document management has evolved significantly since it was first envisioned. Now, you can choose behind the firewall software that is installed on hardware you purchase, or cloud models that reside on secure servers off-premise. Which model you choose will be a factor of your organizations structure and how it will use the technology. On premise technology gives you control over the physical infrastructure. It does not require an internet connection, and you generally are free to customize these installations heavily. There are drawbacks. The capital outlay and ongoing upgrade and maintenance costs drain IT resources that could have been deployed toward innovation. Also, to access the repository generally requires access to a VPN, which can complicate usage.

Cloud-based software has the advantage of a predictable, generally lower cost. These tools tend to be easy to use, quick to deploy, accessible from any internet connection, and intuitive for users. And since cloud infrastructure is managed by a specialized team, there is a strong regimentation of security and up-time protocols. However, there may be a loss of customizability in some tools. And cloud-based tools that lack desktop synchronization or mobile tools will be inaccessible when there is no internet connection.

Document alerts are a key attribute for many decision-makers.

cloud-based software has the advantage of a predictable, generally lower, monthly cost.

identify requirements
Now, we can move into the evaluation of which document management solution makes sense for your organization. There are many functional attributes beyond deployment models that you should consider: > Your search capability should allow you to search within a document and within metadata to allow you to quickly find what you and your colleagues have stored. > Collaboration among team members has been identified as one of the most critical elements of a document management tool. With activity feeds and the ability to share ideas, your documents are enriched. > You want to ensure that you have access to your documents on a global basis, wherever you need them. Internet-powered tools allow you to easily access documents from any connected device. > Security is always important. Are there tools for ensuring user authentication? Are there offline backups and other disaster recovery protocols? With the right requirements identified you can better choose the right system.

> If your team is a heavy user of Microsoft Office, integration into that suite makes sense. This typically allows you to download the latest version of a document, edit or co-author it, and check it back in without version conflicts. > Documents that must be periodically reviewed can be better managed with alerts. Alerts can be set at specific times or for lengths of time to notify you or a team that a document must be reviewed. > Managing the lifecycle of a document so that the correct people review, contribute, and authorize a document before it is completed is a key attribute for many users. > Finding a document among tens of thousands is not easy. You need to be able to assign rich descriptions that help users locate what they need.

demonstrate candidate systems

Now that you have defined the criteria that will lead to a decision, the next step is to evaluate which tool makes sense. A good step is to narrow the selection by trialing software. Some tools do offer the ability to try before you buy. Then, once you have identified and weighted your criteria, you can contrast the various solutions and select your winner.

prepare the groundwork

You want to ensure that your document management tool is well used and well structured. Your aim is to overcome document chaos, and that starts at this stage. You should look into criteria like: > What kind of documents do you plan to store? Will there be contracts? Invoices? Understanding the types of documents will affect how you group, name, and secure your documents. > What is the taxonomy of your documents? You can generally organize documents into folders; by setting a base model up front, youll get a leg-up on organization. > You can also organize documents using descriptors and metadata. By determining which metadata is required, you can enforce policies and ensure that documents are easy to group and locate. > Different users and groups will need access to certain documents, and some need to be restricted. You should assess which groups will use the tool and what they should be permitted to access.

Because many users will access the document management tool via Microsoft Office, its important to integrate with the suite.

get started with the system

Now were ready to start rolling out the system to users. A thought-through plan will make rollout simple to complete.
> Analytics help identify content that matters to users. > Tools often have an email notification system that allows you to invite users and provide them with a sign-up process. > The more relevant documents that are present in the document management tool, the more incentive users have to use it. Some tools offer bulk upload functions that make it easy to add thousands of documents at once, increasing momentum. > Many of your documents will be created via scanning existing paper documents, or via a fax server. Integration with these technologies can further simplify the addition of large numbers of documents. > You should make sure that business processes are tuned with your document management tooling. This could mean setting up workflows for approving or processing documents that match your preferred lifecycle. It could also mean creating pre-configured folder templates for standard activities, like all content needed for a new client. > Social tools like feeds surface relevant content. > Because many users will access the document management tool via Microsoft Office, its important to integrate with the suite. Generally, these tools are add-ons that can be simply downloaded and installed as a supplement to a document management tool.

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ensure adoption
The proof is in the execution. You need to make sure that your teams are effectively using your document management solution. Typically, a network effect occurs with document management: as more people use the technology, more people are attracted to it. To ensure adoption: > Make training available through online training and discussion boards. That lets people get comfortable with using a tool. Of course, the more intuitive a tool is, the simpler this step becomes. > Communicate policies to co-workers so they understand the taxonomy and policies for your document management tool. That will ensure that organization gets off to a good start. > Start collaborating and sharing. The network effect will get going when you start including colleagues in your process. So, share your documents. Include them in the editing and content creation process. Make sure that the right people are incorporated into document lifecycles.

8
When your organization depends on documents to be well-controlled, you need to implement a document management solution. Following these 8 steps and best practices, you can successfully choose and launch tooling and rein in document chaos.

by: knowledgetree

11

work

managing documents in the cloud

Each day your company creates hundreds or even thousands of documents. These contracts, agreements, presentations, and proposals are generated, stored, and shared en masse by your team. But with each new document comes a management challenge. How do you ensure that the right content is created? How do you help teams to work together to create content? How can you securely store your documents so they are easy to locate? And how can you quickly access your documents when you need them? This section explores an approach.

smart

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document management as a solution

Document management tools have emerged to address the challenge. These technologies help teams to create, manage, and share documents in a secure vault. They have had a significant impact on productivity, letting users efficiently share information. And, by helping to organize files, they overcome document chaos. However, traditional tools are often hamstrung by their complexity. They tend to emphasize new functionality without recognizing user needs for efficient processes. As a result, professionals struggle to get documents added and shared, and the efficiency gains from document management evaporate.

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cloud as an approach
Cloud-based solutions have emerged as alternatives in recent years. Their economies of scale and anywhere availability have made the cloud mainstream for business use. The scale of the cloud means that mid-sized companies and teams within larger organizations can get enterprise-class functions at a lower cost. And they can get started much faster, without the hurdle of hardware and other capital expenses. Document management as a process has also capitalized on this trend, with cloud-based technologies now available. As with any tool, it is important to evaluate how it fits into your organizations processes. This section steps through how a cloud-based approach can help you regain control over your document led business processes.

create and collaborate

securely access organize and share

manage documents

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creating documents
The lifecycle of a document often begins with a group effort. Teams may submit different threads of content, edit it, and add refinements and comments. These teams are often spread across multiple offices, and may even be in other geographies. As a result, the flexibility of cloud-deployed tools becomes a valuable asset for creating documents. Simply emailing copies of documents between parties leads only to version chaos. Similarly, relying on shared drives in the cloud or on your network is an unmanaged approach and only leads to more complexity. An alternative is to co-author documents online. Frequently used technology lets users access a browser-based document editing tool to add and modify content as they would in a standard word processor. This is especially useful for users that are highly mobile and when teams are widely spread, as cloud-enablement avoids VPN issues and makes distance irrelevant.

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Similarly, some cloud-based document management tools offer integration into Microsoft Office. This permits users to create content and share it via the cloud without leaving the tools they are used to. Document management tools without this integration, cloud-based or otherwise, are less likely to be adopted by users. After all, changing processes is difficult and it is important that a good solution not get in the way of use. Many documents are created not by a single user or team of users, but en masse. For instance, you may have large volumes of invoices that are automatically generated. Or, you may need to scan and store paper-based files. Or, documents may arrive from a fax server. An effective cloud tool will integrate with fax and scanning servers to automate the import of files into the document management solution.

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manage processes
Because documents are often generated by multiple people, it is important to control their lifecycle. That means establishing workflows that documents can follow from creation to completion. With some cloud-based document management tools you can establish workflows and automatically enter documents into a controlled approval process. The cloud assists this process by allowing even remote approvers to review and OK documents via the Internet. Documents are living entities that change over time. So, users need to stay on top of change. As new content is added to a proposal you need to know whats changed, and revert if necessary. You should be able to subscribe to documents of interest so you can stay on top of their evolution. Again, accessibility of your documents via the internet lets you quickly spot unwanted changes, or access the latest version as needed. Also, documents often have specific timeframes attached to them. For instance, a budget may need to be reviewed at a set date. Or, a contract may need to be renewed on a certain day. Document alerts should be available so you or your team can be prompted when a review is needed. Because documents evolve over time, you should look to share insights from team members in order to help enhance document quality. So, you should have commenting capabilities and usage tracking to monitor what colleagues think about a document and how it can be improved. The cloud again provides an ideal collaborative platform, as users can connect and comment from anywhere and ensures that you have analytics to spot new content and stalled processes.

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organize documents
Documents are created to be used. That requires that they can be easily found by your colleagues. To do so, your documents should be well organized. Typically, this involves creating a structure based on folders. So, you may have a finance folder and accounting, audit, and so forth as sub-folders. The structure will of course depend on how your organization consumes information. But some documents apply to multiple folders, defying a strictly hierarchical approach. That is where web-like approaches to organizing documents can be valuable. For instance, tagging documents with descriptions allows documents to be grouped based on several topics. So, a new hire document could be grouped under HR, Company Policies, and Employee Tools, all at the same time. Tools should be smart so tags can be customized to your wn model. This approach to organizing documents lets users browse for what they are interested in, or using a search function to locate what they need. Good tools have advanced searching capabilities that search in document names, descriptions, or even in the document content itself. For instance, within the text of a PDF document.

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access documents

The highest quality document is useless if it cant be easily accessed. Here, cloud-based tools are particularly useful. The global nature of the cloud means that authorized users can simply login to their vault and view, modify, or download documents. On-premise document management tools often suffer from an inability to access documents when on the road. This can be especially crippling for auditors, accountants, lawyers, and other business users that frequently travel or work offsite. Sharing documents with colleagues is an important element here. Tools that allow you to share links or send files as attachments are relatively standard. But it is important again that access is available. A link is irrelevant if the recipient is on the road and cant access it. Cloud-based tools offer that accessibility. At the same time, when dealing with sensitive documents it is important to monitor how a document is shared. Auditing the accessing and sharing of a document helps avoid compliance issues. Analytics can help here too by surfacing relevant content to the right users. Document management is a necessity for finance, accounting, HR, legal, and other document intensive professions. It helps users to efficiently organize and structure the knowledge within their organization. The cloud enhances this capability by boosting collaboration, sharing, and access to documents across even global teams.

by: knowledgetree

19

working smart in a mobile world

You are always on the move. One day you build a presentation at your home office. The next, youre running through a contract at a client site. No day is the same, but one thing is consistent: the need for you and your group to collaborate on documents. The documents that are most essential to your team are often built and used by globally distributed and mobile teams. These teams need instant, anywhere access to view, edit, approve, and share their documents across large numbers of professionals. This chapter looks at best practices as we follow a project team that is building a proposal for their board.

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jointly create a proposal chicago, 8:00 AM

A project team led by Patrick needs to develop a presentation for the board. They hope to get approval for a new initiative called Project Galaxy. Patricks team includes numerous professionals that must contribute to the document. Marketing adds information about market sizing from the satellite office in the UK. The legal team, based in New York, is including information about contracts. And the project team must add timelines and resource requirements. Because of the large numbers of participants it is critical that the contributions are well managed. It can become impossible to control if team members are simply emailing differing versions of the presentation to each other. Plus, it is not always convenient for team members to download a file, modify it, and re-upload it.

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A good practice here is to use tools that plug-into Microsoft Office. Some document management tools provide you with the latest version of a document directly from your vault via Microsoft Excel, PowerPoint, Word, and Outlook. In advanced tools, users can even review prior document iterations and see user comments on those versions without leaving Microsoft Office. Critically, the tooling must control content as multiple people work on a document. It must detect version collisions and notify users when others have modified a document. This allows users to resolve and merge their contributions with ease. The globally distributed Project Galaxy team has now successfully created the draft proposal document. Its time to start sharing it with other colleagues. Some document management tools allow you to share files as attachments or links back to your vault. Business users should be careful to look for solutions that allow users to share with groups of co-workers, like all members of the Project Galaxy team and related executives.

integration into microsoft office tools simplifies the co-authoring of documents across global teams.

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review the proposal departure lounge, 11:30 AM

Now that the document is in draft form, it can be reviewed. Patrick wants to ensure that all relevant parties have given the document their OK. Some business-centric document management tools allow you to create workflows that govern the approval of a document. Patrick defines one, includes his boss Stephen in the cycle, and adds the presentation to the process. Meanwhile, Stephen is at the airport preparing to leave for New York. He receives a notification on his mobile device that the presentation is pending his approval. On-premise technologies struggle with this use case as Stephen would need to login to a VPN on his laptop in order to access the document. Instead, some document management tools allow Stephen to connect to the document vault, search for, and preview documents to avoid opening the wrong items.

Once opened, Stephen reviews the document and decides he wants to take another look while on the plane. You should look at document management tools that permit use even when disconnected, for instance by saving your document to a secure vault locally on your device. Even while sitting in the lounge Stephen has some ideas about how to improve the presentation. He must be able to, for example, modify metadata that describes the document. He may want to re-categorize the document to make it more searchable. Stephen must also be able to easily share the presentation, even when on the road. So, once satisfied with his review, Stephen shares the file with the executive team with a few simple clicks on his mobile device.

smart tools like group sharing, workflow management, and alerts are critical to help keep remote teams informed.

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stay connected new york hq, 12:45 pm

Stephens email arrives in the inbox of the companys CFO. She connects to the document via her browser and notices that the project folder is missing the Project Galaxy budget. Thats a key element of the project proposal. So, she simply drags and drops the file from her desktop into the Project Galaxy folder. Drag and drop functionality makes document uploading simple, and is a must have for your document management tool. The project team had set up notifications for the Project Galaxy folder. That means that when new content is added or modified, members receive an update. Now that our CFO has added the spreadsheet, all Project Galaxy team members are instantly aware.

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entering the glide path chicago, 1:00 PM

Patrick receives the notification about the new spreadsheet. Hes about to head to the airport and wants to make sure that he has the latest files before he leaves. Some document management tools offer hot folders that make that task easy. The concept allows Patrick to select which folders in the vault that he wants to stay on top of. These folders are automatically synchronized with the desktop. That means that Patrick can head to the airport knowing that his laptop already has the CFOs spreadsheet synchronized for offline access. That allows Patrick to review and edit the document with his own computer on the plane. And when hes reconnected, his changes can be synchronized back to the cloud vault. This kind of synchronization is important for your document management tool.

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including final comments chicago and new york HQ, 1:30 PM

The project team has been notified automatically about the changes to the presentation and the addition of the spreadsheet. In some tools they can comment and share opinions about their documents through social functionality. Patrick goes to the document page, reviews the comments, and includes several suggested changes in the final version of the presentation. He now moves the document to the final stage in its process, and is ready to go to the board. He shares the email securely with the administrator for the board, who saves the file so its ready to be presented.

users must be able to access, view, manage, and share their documents from wherever they are.

Todays highly mobile business world means that team members must have access to their documents at all times on the road or at the office. And just as important, they need to be able to work together to create and improve their documents from wherever they are.

by: knowledgetree

26

strategies

document management
Its no secret that todays businesses generate a massive amount of information in a variety of formats. Even small and medium sized businesses or corporate departments deal with an unprecedented quantity of documents that must be stored, managed, and shared across teams or across the enterprise.

buy-in

for

to get

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introduction
Individual and team productivity are not the only things that suffer when documents cant be located, versioned and guided through a defined business process. Government regulations in many industries and privacy laws in many countries set strict mandates on the treatment of records. Companies risk fines and penalties if they are not in compliance with a wide range of laws and regulations surrounding document storage and retrieval.

Anyone who has ever worked in an office knows the frustration of sharing documents with colleagues. Without a centralized repository, documents are usually stored on individual computers and emailed around on request. When an individual leaves the company, his or her store of knowledge and documents often leaves too. Documents are also subject to loss from hard drive failure if regular backups are not performed. Approaching document management from a business context will ultimately yield the results that business managers and end users really want - improved access to information to support business activities and improved productivity.

document management software is one sure way to bring order to document-led business processes.

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tangible benefits
> Improved productivity and more efficiant business process. > Reduced cost through adherence to optimized document workflow processes > Reduced risk of non-compliance to government regulations due to established document retention and management guidelines > Rapid return to productivity following a disaster or data loss due to centralized document storage > Reduction in costs associated with maintaining paper filing and storage systems > Elimination of the cost of re-creating lost documents > Secure, controlled, remote access to documents via the Internet no matter where an employee is located

intangible benefits
> Reuse of existing content saves time, promotes consistent branding and eliminates errors > Higher document quality and integrity result from improved review and sign-off processes, versioning and check-in / check-out > Improved employee satisfaction and morale through access to the right content at the right time > Lower email churn and bloat as employees stop using their inboxes as mini-document repositories > Retention of knowledge assets and overall improved access to corporate knowledge > Improved customer service through faster access to accurate information > Higher levels of security through password protection and document encryption

Now that you understand the benefits of document management software and what it can do for your organization, you will now need to persuade key decision makers to purchase a solution. These strategies will help you approach those decision makers in the right way and with the relevant information required to guide their decision in your favor.

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ampion h utive c e exec urage th ld enco n and shou nicatio teams who commu among ideas. ening list ferent ave dif may h

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gain an executive sponsor

Executive support is crucial for any project that supports business processes. In the initial stages, an executive sponsor will understand and articulate the broad objectives of the initiative to other senior managers. He or she may lead a cross-functional committee that gathers requirements from departments, formulates a request for proposals and conducts vendor evaluations. The executive champion should encourage communication and listening among teams who may have different ideas about what is needed and how document management software can fulfill those needs. A high-level executive presence is also required to facilitate the culture changes needed to transition to a knowledge-sharing environment. If there are unspoken incentives in place to hoard or limit access to documents, then they must be acknowledged and addressed. An executive champion will have the authority to put a new incentive structure in place that rewards knowledge sharing and builds a culture that supports the widespread use of document management software. This is true whether the document management application is for a department or an entire enterprise. Without a strong and committed champion, the project will falter or may never get off the ground. Social gaming elements in your document management tool can support this.

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Edit and co-author documents online or via Microsoft Office

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build a tight business case

Tie the tangible benefits of document management with measurable results to justify the cost; and determine the indirect measures that can be used to track progress against achievement of non-quantifiable benefits. Before undertaking a project, it is important to identify which benefits you expect to achieve. If all your expected benefits are intangible, you may have a tougher sell than if you have a combination. Think about current ways that your organization measures cost, productivity and risk and how you might be able to use quantifiable data to demonstrate results. You may be able to show intangible benefits through more subjective assessments, such as the outcome of an employee survey that rates satisfaction with current processes, versus those processes implemented via the document management software. Take the time to do some benchmarking at the outset and it will also pay off when youre called on to justify the system later on. Benchmarks are a valuable tool for convincing doubters that a system is warranted. If you can visibly demonstrate that the time taken by a current process can be reduced using document management technology, youll have an easier time swaying the doubters and nay-sayers. A strong business case is helpful for management sign-off in even the best of times.

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find quick wins

If you want to be sure of showing demonstrable ROI for a document management technology investment, you may want to start with a small pilot project that has clear objectives and can demonstrate quick wins. Start by identifying one or two pain points. For example, an easy win would involve identifying and eliminating an obvious source of duplication of effort. Others could be streamlining a lengthy review and approval process to a couple of quick steps, or reducing the time to productivity of new employees through improved access to policies, procedures and information. This kind of internal, anecdotal evidence is powerful for demonstrating the value of a larger-scale rollout of document management software.

#1

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show similar examples of success

Rarely is anything more convincing than the successes and testimonials of third-parties in similar situations. Spend some time researching published case studies on the installation of document management technology in other organizations. Speak with people in similar industries who have implemented document management solutions. Learning how other companies with comparable business challenges have benefited may help you further convey the value of the initiative to your decision makers. Case studies can be obtained on many vendor web sites as well as from objective sources including industry publications, analysts and professional associations. Visiting with other companies that have implemented the solution youre considering can also provide you with real-world reference cases you can share with executive leadership.

Learn about best practices

Many organizations have had bad experiences with system implementations that have dragged on too long, cost too much and then didnt deliver results. In todays economic environment, technology buyers are understandably wary of making an investment that could cost them their jobs if it goes sour. A careful study of best practices helps avoid known pitfalls. Take the time to learn from the mistakes of others rather than repeating them. You can often find best practices during your review of case studies, or from professional societies for document and information managers. Conferences and seminars will give you access to people willing to share their expertise and their mistakes. Keep in mind that studying best practices requires analytical skill along with the ability to accurately document the processes or activities in question, recommend refinements and incorporate them. For best practices to become a way of life in the organization, a team effort is required since entrenched practices and culture may need to change. Following these strategies will help ensure the success of your document management software initiative, but you also need a product that supports your objectives without straining your budget.

5
a careful study of best practices helps avoid known pitfalls. Take time to learn from the mistakes of others.

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by: knowledgetree

34

8 steps to manage success

analytics

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selection & Preparation

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implementation

by: knowledgetree

37

get efficient
into documents
with smart insights

Your business depends on documents to get work done. Sales builds proposals and contracts. Marketing creates new collateral and templates. Finance approves invoices and agreements. And each process depends on documents, spreadsheets, and presentations.

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the insight challenge

lost documents means lost productivity
The challenge is that your teams work with hundreds, even thousands, of documents. That means it is extremely difficult to find the material you need when you need it. Which version of the contract is the most recent? Does this presentation include new content?

Some companies use a shared folder to address the issue. But as your organization grows, it become time-consuming to filter through hundreds of documents to locate what you need. Other organizations look to costly enterprise content management solutions to manage their documents. But the challenge of working with complex systems leads to frustrated users, and documents that still cant be found. Your documents shouldnt be stored only to be forgotten. They need to keep adding value.

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where is that great document you wrote?

Your team creates a lot of terrific content. Sales might have made a highly effective proposal. Or, finance might have made a new template that simplifies expense management. But if the great templates are buried among thousands of documents, then theres no way to know they are there. You want a way to not only find what you need. But also to find documents that you didnt even know you needed.

no control leads to productivity drains

A similar problem occurs when managing your document lifecycles. Your documents are part of a business process. For instance, contracts may go through sales, legal, and finance approval before being finalized. But if you cant tell where a document is in the approval process, then it is likely to get stuck. Delays in approving documents cause lost productivity and resource drains.

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smart insights help uncover value

So, how do you get in control again? A best practice is to use analytics and group insights to control your thousands, or tens of thousands, of documents. Lets take a look at the kinds of analytics and insights that make sense to use.

finding useful documents

How do you look for a document that you need? It might be based on a project that you are working on. It could be by type of document, say, a PowerPoint presentation. Maybe it is by a particular author, or for a special client. There are many different dimensions you might use to search. In this case analytics plays a subtle role. By organizing content based on tags like project ID, expiry date, document type, for example, you can tailor queries to locate what you need. Rather than relying on a keyword search to find what you need, you need an analytics-driven search. Modern tools for managing documents help. Their algorithms weigh the various tags against each other. They return content that is most relevant for your query, rather than simply providing content that matches keyword terms.

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finding documents that matter

But how do you find out about documents that youre not aware of in the first place? Here is where document insights get very interesting. Through simple to use but powerful tools, you can collect data about documents that matter to you. Lets take a look at some best practice metrics that your document management tool should highlight. > New Documents: As new documents are created, say a new sales presentation, the team should be aware of it. Lists of Whats New documents should be front and center. > Popular Documents: Which documents are being downloaded the most? Which are most frequently viewed? Those types of documents that your colleagues are using are probably useful to you, so they should be highlighted. > Great Documents: As you and your colleagues are working with documents, they are bound to find pieces that are especially useful. By liking a document, as you would in Facebook or LinkedIn, you can help colleagues find content that you suggest. > Top Authors: The best documents often come from a select number of people. You can keep on top of whos creating new content by listing who is creating the most new documents. > Team Involvement: Are team members using the content? Do they need to be informed about new content? You can spot this by looking at how often users comment, view, or like documents. > Latest Activity: When team members add or change documents, or when they view or comment on a document, it is helpful to know. That allows you to find documents that your colleagues are working on or value. These kinds of analytics are driven from multiple sources. But youll notice the impact of social elements. That is, using the responses of team members to guide which documents make sense for you. If many of your colleagues like, view, or comment on a document, it likely should be of interest to you. Social elements apply just as well in a business context as they do in the consumer world.

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staying in control of processes

You need to make sure that document-led processes are efficient. So, if a document is being held up in its approval process, you need to know. Analytics should identify when approvals are getting delayed so you can remind colleagues and keep the process moving. Insights also help to set benchmarks for how long approvals should take. If you spot that processes are taking longer to complete over time, perhaps your process needs to be adjusted. Your documents are critical to your business. To stay in control, you need insights that help you spot value. That means smart analytics that identify content that matters. Dont waste time filtering through thousands of documents. And dont let useful documents get hidden away. Find documents that are useful to you and your team by using analytics that are tailored to your organization.

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by: lee dallas

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ways content management systems

to look at
So you have decided that a content management system is the solution to your problems. Now what? How do you choose the right one for your organization? Sadly we often begin the search by looking to vendor-generated material, which sounds reasonable but it is a bit like the old adage of the fox watching the hen. There is no shortage of experts who will evaluate your situation (for a fee) and conclude their favorite is the best for the job. The best of this lot however will educate you on meaningful criteria for making a decision and help you map that to your situation. There is however no escaping a learning curve if you want to be successful. Someone in your organization, perhaps even you, needs to develop a workable understanding of content management principles and technology so that you can make an informed decision on which mix of features and business models will make your business more efficient. As you begin your education consider the following eight categories for a technical evaluation of content management software. These categories are more than simple groupings of requirements. They are referred to as dimensions because the needs of a given business expand and contract requirements within them, changing the weight of one over the other. Today these dimensions have to be evaluated in two distinct contexts. In the Cloud or On the ground. OTG is a term used here to refer to more traditional, on-premise delivery models. In many respects, your decision about which context is best for you is a funding question. The ability to deliver technical capabilities on an as needed basis and paid for as it is consumed is very attractive when you have limited capital, short time to deploy or limited internal capability.

dimension 1

dimension 2

api & Tooling

Vendors take decidedly different approaches to what APIs they expose and documentation quality varies greatly across the market. The level of customization required for a given initiative however may lessen the need for concern in this arena and suggest that ITC may be appropriate. Cloud implementations often focus more on branding and integration to core services with less attention paid to manipulating application behavior. Excessive and complex APIs may serve agility in implementation but support may suffer having to know and account for redundant or deprecated technical pathways. Seek to understand the gap between the native behavior of a product and your requirements and evaluate the API and tooling to ensure that it is a good fit with your companies ability to support it once the companies leave.

componentization

For OTG solutions there is a school of thought that assumes a desire to scale horizontally, driving discreet capabilities to separate modules. Over-componetizing a product however increases complexity and implementation risk. There is a point of diminishing return when it comes to breaking a package into deployable units. Buyers are often unaware of how many pieces the puzzle is actually sliced into. The other side of the issue is just as problematic when one realizes that there is a choke point in a data flow long after the license agreement is signed. You have to understand the component architecture of the products and ensure that the level is appropriate to both the problem at hand and your ability to support it.

ITC content management tends to avoid component complexity for core services. Some address extensions by adopting the app store strategy pioneered in the consumer market. Leveraging third party application extensions to cloud services however introduces a different set of risks including but not limited to security and long-term provider viability.

2
44 v v

45

dimension 3

content storage

All content is not created equal. The same is true for requirements and the software you select to meet them. On premise content management systems offer a variety of techniques to store the actual files. But how a product reconciles content management to storage management has significant implications in performance, scalability, cost and data integrity. From BLOBS to optical to NAS to SAN, the options for combination and restrictions are endless but make sure that the mechanics for I/O are appropriate for your business problem. There are some products that simply can not handle extremely high volume ingestion and retrieval. Extremely large files and rich media types (video, audio, etc) also factor into making an appropriate selection. There are certainly products that attempt the one stop shop approach but there are installations and requirements that may lead you to conclude specialization for a given requirement is preferred. Beware of pseudo CMS systems that do not address this as a concern and dont distinguish between storage and content management. Simply writing to a file system may be appropriate but can quickly become compliance and performance nightmares if you dont understand the true nature of the content being stored. This is one category where the lines between ITC and OTG can begin to blur as on premise applications can leverage cloud services for the storage of the files themselves.

46

dimension 4

data management & integration

All content management systems, without exception, deal with two classes of data. Unstructured and structured. You can make the argument that XML repositories bring the two together but in the final analysis there is a point at which you stop breaking the data down to fields, attributes or properties and store large segments of contiguous data that require an application to interpret. The handling of the metadata that information that surrounds and describes the content itself is most often handled in traditional RDBMS patterns and is unremarkable. The differentiators for this dimension are in how open and extensible the model is and how many techniques are available for integrating with the data subsystem. In general it is a bad idea to get overly concerned with the management of the data as that should be left to the application but there are cases where the design and implementation can make or break a solution. This dimension must be a high priority when designing enormous systems. You should not assume that just because it is a cloud deployment that it efficiently addresses your large metadata requirements as many of these implementations intentionally limit the extension of their data models to better manage the environment overall.

dimension 5

transport layer

HTTP is not particularly efficient when moving exceptionally large data files. Technologies to support streaming audio and video are everywhere but surprisingly few content management systems efficiently deal with large contiguous files efficiently. CMSs that grew up never having to deal with multi-gigabyte content transfer issues on a global scale will immediately dismiss this as not being an issue, hoping that everyones comfort with the internet will lull them into a false sense of security. You have to understand the dynamics and metrics around the content that you will be managing and understand how the infrastructure of the CMS will support it. There again, if all you are doing is posting tiny text based wiki entries then HTTP is all you will ever need. For cloud implementations this is an especially important topic. While you may save on internally managed systems, the complexity and expense of upgrading a network to accommodate routine movement of extreme data sets outside of your organization can be equally challenging.

5
47 v v

48

dimension 6

scalability

I recently evaluated a product and was surprised to discover it did not support horizontal scalability. They only supported an active/passive single instance model. What surprised me most was that it had not affected their sales. The product was for a very specific set of users and so long as the application server was properly configured performance was not an issue. Despite the scalability concerns I had to admit that it was a right-sized architecture for the problem at hand. Having worked for one of the largest retailers in the world I had experienced first hand how scale can crush an otherwise promising product. It is overly simpleminded and expensive to force galactic scalability requirements on every product and solution. Dont assume you need infinite scalability in both the horizontal and vertical dimensions, especially for on premise solutions. Understand the right-size for both your hardware and software architecture. ITC solutions might appear to be preferred in all large scale deployments but it is not that simple. Evaluation of scalability represents an intersection of requirements from other areas and it is useful to think of the needs of a project as a whole before considering how it is manifested in the underlying categories (database, transport, storage, etc.). In short, scalability should not be the only or even the primary driver for favoring an ITC product.

dimension 7

security

There is no way to avoid understanding at least the basics of application security when evaluating a software product. It is not enough that the product has a sophisticated security model with the ability to integrate with directory servers and create multi-dimensional optimistic and pessimistic access control. Two aspects to product security should be considered regardless of deployment model. Application implementation and coding practices. You must take responsibility for understanding the risks and the costs for securing the data that your system manages and how the product you select will mitigate those risks. Like the right-size argument noted above, pragmatism must be applied. Not all content is important. Be reasonable and beware the simpleminded approach of over-engineering that can often accompany large initiatives, especially when they suggest a rewrite of the core product.

7
49 v

50

dimension 8

user experience
Clearly this list is not in order of importance. Many of CMSs failures are blamed on this dimension not being sufficiently considered. User elation may help ROI but you will never cost justify a project based on it. Producing and managing the content in a compliant and efficient way has to be first. No user will be happy if the system does not work. It is undeniable that bad user experience will kill adoption. One could argue that is the same as not working but you must balance the politics and human inertia effectively. Implementation of a successful CMS will change the way people work. User satisfaction cannot be measured by how little a given users routine changes. Regardless of the approach, ITC or OTG, there is never change without resistance. The products you select should mitigate the resistance, accelerate adoption and serve the business needs that justified the project in the first place. Taking ownership and preparing for the technical evaluation as well as the business evaluation of a product will improve your odds at being successful.

by: jon marks

51

cloud, crock
not a

It was just over a year ago when a younger, more naive Jon declared the The Cloud is a Crock. Well, Im a little wiser now and Im overjoyed to report that, in fact, it isnt. Cloud Computing is very real, and something you need to know about. I HEART clouds. In my defense, when I wrote my blog post a year ago, 98% of the time the phrase The Cloud was used it was by people that didnt have a clue what it meant. This has now dropped to 44% which means that, more often than not, you should listen to people that say it. Sadly, the number is still about 85% for people with the word Sales or Business on their business cards, so continue to ignore them. And the Wikipedia entry, while improved, is still is desperate need of an update.

the

52

public clouds

So what is Cloud Computing? There are lots of definitions out there. But lets distill the essence of Cloud Computing by listing things that Cloud Computing is that good old Hosted Services (*aas) and Grid/Utility Computing are NOT. They are:

infrastructure services-offers a wide variety of platform services multi-tenancyresources shared by a vast set of users usage based pricingvery fine grained scalability-ramped up (with no cap) or down in near real time programmabilityprovisioning can be accessed via software virtualisationmachines are virtual, not physical

cloud computing

grid/utility computing

hosted *aas

your server room

yes

no

no

yes

yes yes

sometimes sometimes

sometimes no

no no

yes

sometimes

no

no

yes

no

no

no

maybe

maybe

maybe

maybe

53

An App Server provides a Java Application ways to access resources like storage, memory, caching, queuing, messaging and more all with a standard API. A Cloud Computing API offers access to all of this, and more. Plus an API to allow the programmer to provision more resources. However, unlike the JEE example, the APIs to different cloud providers isnt yet standard. But this is what people like The Open Cloud Consortium and Unified Cloud Interface Project are working on. But I talked about this last time. Back then, however, I didnt have a clue what kind of APIs they were trying to standardize. Now Im no expert in this area, after all I was one of the Great Cloud Unwashed a meager year ago. So the next table that Ive thrown together to illustrate Cloud Capability no doubt has plenty of errors and omissions. So please correct me and Ill update it. If something like this already exists somewhere in the interwebitutes, I couldnt find it.

54

capability
infrastructure provisioning nosql database Relational database blob/doc storage caching queuing messaging/ notifications data processing payment cdn public datasets

Microsoft azure
Windows Azure

amazon web services (AWS)

Amazon Elastic Compute Cloud (Amazon EC2) Amazon SimpleDB Amazon Relational Database Service (Amazon RDS) - MySQL Amazon Simple Storage Service (Amazon S3) n/a Amazon Simple Queue Service (Amazon SQS) Amazon Simple Notification Service (Amazon SNS) Amazon Elastic MapReduce (Hadoop) Amazon Flexible Payments Service (Amazon FPS) Amazon CloudFront Amazon Public Data Sets

Google App Engine (GAE)

n/a- You just get the App Engine

Azure Table Services

App Engine Data Store (Big Table + GFS)

SQL Azure

n/a

Azure Blob Storage

App Engine Data Storage (Google File System) memcached Task Queues

Azure Cache Azure Queue Services

n/a

App Engine Mail

n/a n/a n/a Codename Dallas

Google MapReduce

n/a

n/a

55

v Very random aside if you dont know what memcached does, read the best ever overview of a technology ever written An Adventure In Learning memcached. Once you grok the Cloud Computing model, it becomes clear that this model introduces many questions around security and privacy. Im getting rather weary of people saying they dont like the idea of putting data on cloud services (and *aaS services like Google Docs and others). Theyre statistically far more secure than internal networks. There are also interesting commercial models and legal questions but, seeing my blog isnt Jon On Commerce or Jon On The Law, Ill leave those alone for now.

virtual private clouds

So we know what a Public Cloud is. And it all makes sense, right? But what about Virtual Private Clouds. That was the question, from Ian Truscott, that made me write this post. Well, Amazon offer their own Virtual Private Cloud service. In essence, this gives you a VPN between your local network and a dedicated resources on the Amazon Web Services. You can then treat your Amazon instances as if they were part of your local network. In addition to the standard AWS fees, you also pay for each hour that your VPN is in place, and for the data transferred. My colleague @justincormack got me looking into Eucalyptus - a product which allows you to create your own physical Private Cloud entirely hosted by you. This works in almost the opposite way to the Amazon VPC Service. You use your own hardware, and install their software over the top. However, they also support the Amazon EC2 APIs, which allows you to administer your cloud as you would an Amazon Cloud and, even better, move resources between your cloud and Amazons. So you see, Ian, Private Clouds and Virtual Private Clouds are real and more than just hosting.

56

But enough of my blabbering. To keep abreast of all things cloud, follow these peeps on Twitter. They keep me in the know:

what does that mean for you?

It means that the Cloud really is here. And Software as a Service is more mature than ever. It is probably at the stage where you now need an excuse not to use hosted or SaaS solutions, rather than an excuse to use them as was the case a year ago. I havent had a single server on a project Ive worked on in the last 18 months. My current suggestion, when looking for a service, is to try to find a SaaS provider first. If one doesnt exist and you need to install and manage the software yourself, at least get yourself a server in the cloud. Dont let the recent Amazon EC2 outtage scare you despite this I still believe hosted solutions are normally more reliable, scalable and secure than on-premise services.

Christofer Hoff (@Beaker) James Urquhart (@jamesurquhart) steve clayton (@stevecla) Joe Drumgoole (@jdrumgoole)

by: knowledgetree

57

security data protection

online document management software
for and

As organizations transition documents and company information to Software as a Service (SaaS) applications that are no longer inside their own firewalls, inevitable questions about security and data privacy arise. Every company that trusts a third-party with data storage should fully understand the security and data privacy measures in place to protect sensitive information.

58

introduction
Security refers to both physical infrastructure such as the data center where the documents are stored and the application features that provide passwords, encryption and secure data transfer. Security features ensure that the system is not compromised, either via direct physical tampering or via malicious external attacks. There are also security features that protect data within the organization by keeping it on a need-to-know basis only. Data privacy is the concept that the personal and sensitive information pertaining to an individual should be treated in a certain fashion to prevent its misuse. There are guiding principles as to how personal and sensitive data should be treated, and these principles are codified in the data protection and privacy laws of many countries. For example, the language of the European Commission (EC) Data Protection Directive (95/46/EC) has been incorporated into the laws of European countries.

59

physical security
Some vendors use infrastructure provided by Amazon Web Services (AWS) for application hosting and data storage. So, their online offering often uses the Amazon Elastic Compute Cloud (EC2) for application processing, and the Amazon Simple Storage Service (S3) for document storage. Amazon provides a regularly-updated paper on its security features that is available here: http://aws.amazon.com/security

60

Key highlights of Amazons security measures include:

SAS70 Type II Compliance

In todays global economy, service organizations or service providers must demonstrate that they have adequate controls and safeguards when they host or process data belonging to their customers. Statement on Auditing Standards (SAS) No. 70, Service Organizations, is a widely recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA). SAS70 certifies that a service organization has had an in-depth audit of its controls (including control objectives and control activities), which in the case of AWS relates to operational performance and security to safeguard customer data. AWS has successfully completed a SAS70 Type II Audit, and has obtained a favorable opinion from its independent auditors.

data Centers
AWS has many years of experience in designing, constructing, and operating large-scale datacenters which are housed in nondescript, hardened facilities. Physical access is strictly controlled both at the perimeter and at building ingress points by professional security staff utilizing video surveillance, state of the art intrusion detection systems, and other electronic means. Authorized staff must pass two-factor authentication a minimum of two times to access datacenter floors. All visitors and contractors are required to present identification and are signed in and continually escorted by authorized staff. All physical access to datacenters by AWS employees is logged and audited routinely. AWS requires that staff with potential access to customer data undergo an extensive background check (as permitted by law) commensurate with their position and level of access to data.

61

application security
Application security refers to the features and measures that are built into the cloud application to guard against threats, attacks and vulnerabilities. Many involve user name and password requirements, encryption, limitation on sign-in attempts and the use of roles and permissions to restrict access to certain data and documents.

1. passwords
Some tools allow full integration with Microsoft Active Directory (AD) via LDAP. This allows those organizations using AD to ensure that established password complexity and reset rules also apply to their document management tool. It also allows system administrators to manage authentication and authorization for both the tool and the rest of their enterprise network in one place. Even without Active Directory integration, some tools have the following measures in place for passwords: > Require users to possess a unique userID, company name, and password to ensure that those who access the system are authorized to do so. > Inform users of an error when they fail to enter valid credentials (company name, user name, or password); a generic message prevents an unauthorized user from gaining information from sign-in errors. > Show password characters as dots on the login screen so they cant be viewed by anyone nearby.

62

2. encryptions
An important attribute for a tool is to provide encryption of documents in transit via SSL. The protocol allows applications to communicate across a network in a way designed to prevent eavesdropping and tampering. It also provides endpoint authentication and communications confidentiality over the Internet, so that documents sent from a client workstation to the document management service are secure.

3. roles and permissions

Some tools employ the use of roles, groups and permissions to allow or restrict access to documents. An infinite number of roles and groups can be created, and permissions can be assigned on a per folder or per document basis. With a combination of carefully crafted roles, access to documents can be limited based on a users function within the organization or a specific business process. You can also structure access based on geography, division, department or any number of variations. This flexibility ensures that documents are accessible only to the users who need to see them. Using roles to present users with the most relevant information and tools makes their jobs easier and more streamlined.

63

4. backup & disaster recovery

Data stored in Amazon S3 is redundantly stored in multiple physical locations as part of normal operation of those services. Amazon S3 ensures object durability by storing objects multiple times across multiple datacenters on the initial write and then actively doing further replication in the event of device unavailability or detected bit-rot. Customer databases that contain metadata and configurations are kept in EC2 and backed up into S3. Amazons use of massive redundancy ensures that immediate failover can occur from one server to another, if needed. This means that you dont lose valuable time in the event of a natural disaster or server failure. Some tools take daily snapshots of your working data every two hours and retain them for the previous 24 hours. KnowledgeTree keeps a rolling 7 days worth of daily snapshots, a rolling weekly snapshot for a minimum of 4 weeks and monthly backups for a year. All backups are replicated to a second database server.

64

data protection and safe harbor

The European Union (EU) has developed eight principles for data protection, and each nation within the EU was required to incorporate these principles into their own data protection acts.

data protection principles according to european commission directive (95/46/EC)

Personal data shall be processed fairly and lawfully and, in particular, shall not be processed unless at least one of the conditions (schedule 2 and 3) is met and the Data Subject has given his or her consent to the processing > Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes > Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed > Personal data shall be accurate and, where necessary, kept up-to-date > Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes > Personal data shall be processed in accordance with the rights of Data Subjects under this Act > Appropriate technical and organizational measures shall be taken against unauthorized or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data > Personal data shall not be transferred to a country or territory outside the European Economic Area, unless that country or territory ensures an adequate level of protection of the rights and freedoms of Data Subjects in relation to the processing of personal data

65

For example, the Data Protection Act of 1998 codifies the EU principles into law in the United Kingdom (UK). Although not a member of the EU, the Personal Information Protection and Electronic Documents Act (PIPEDA) brings Canada into compliance with the requirements of the European Commissions directive on data privacy. The United States sees privacy differently than the EU, and in fact, there is no single or overarching right to privacy in US law. Rather, different types of privacy rights have been established on a case-by-case basis by the US Supreme Court through interpretation of various constitutional amendments. Many individual states also protect privacy and data to varying degrees. Because of these differences, the US has not incorporated the EU principles into federal law, which initially put the US at a disadvantage when dealing with European nations and citizens. One particular provision of the EU regulations states that data may not leave the EU unless the receiving or hosting country ensures adequate protection for the data, equivalent to that of the EU. To help US entities ensure this adequate level of protection, the US Department of Commerce, in consultation with the EU, created what is known as the Safe Harbor framework.

66

Organizations have the ability to self-certify and publicly state that they comply with the Safe Harbor framework. Self-certification must be renewed annually, in writing, with the US Department of Commerce. All organizations that have completed self-certification are listed on a public website at https://www.export.gov/safeharbor. Amazon has already obtained a safe harbor certificate for their infrastructure and services. Because some vendors serve global customers, and their online document management system may contain personal and sensitive information, KnowledgeTree must, and does comply with the EU principles via the Safe Harbor provisions. Compliance is typically specified in privacy policy and supported by organizational practices. In addition to self-certification, some vendors have received thirdparty verification of privacy practices through TRUSTe, a leading Internet privacy services provider (www.truste.com). The TRUSTe badge on a website lends extra assurance that the vendor takes privacy issues seriously and has earned safe harbor status. It also provides customers with an unbiased mediator if there is a complaint regarding privacy practices.

67

conclusion
Moving data offsite to a third-party provider is not a trivial decision. Some vendors understand their customers security concerns and actively address them in the ways discussed in this paper: > Use of Amazon as a cloud service provider because of its commitment to maintaining military-grade security of its facilities > Integration with Active Directory to enable individual organizations to extend their own password and security structure to their implementation > Use of SSL for encrypted transmission of documents > Roles and permissions that provide granular access at the file and folder levels > Regular backups of customer data and the massive redundancy inherent in the Amazon cloud > Adherence to the principles of data protection via the Safe Harbor

68

KnowledgeTree authors:

author bios

daniel chalef, ceo

Daniel is an entrepreneur, technologist and part-time guerrilla marketer whose career has included senior management, business analysis and engineering positions at software, Internet and telecommunications companies. As the CEO of KnowledgeTree, Daniel has led the company to its position as a recognized innovator in cloud-based document management solutions. Daniel brings passion and enthusiasm to the KnowledgeTree team and is an avid commentator on document management and industry trends. Previously as CTO at Jam Warehouse, and earlier in his career Daniel headed up enterprise content management and workflow software implementation projects for premiere global retailers and consumer goods companies including Tesco PLC, Britvic PLC, and Foschini Group. Daniel is a graduate of the University of Cape Town, with an honors degree in business science and information systems. Follow Daniels regular blog posts on content management and open source software. Follow Daniel on Twitter: @danielchalef

peter mollins, sr. director of product marketing

Peter brings 15 years of experience marketing technology companies in an international setting. At Micro Focus he was responsible for product marketing across the Application Management and Quality division, which was created from the acquisition of Borland and Compuwares ASQ division. Previously, he ran marketing for Relativity Technologies, where he led product and corporate marketing. He has held a variety of marketing roles in Europe and the US with Netscape, iMediation, and TogetherSoft. He holds a Masters of International Management from Thunderbird.

69

Author of The Cloud, is Not a Crock:

jon marks
Jon has spent the last two years deeply involved with tablets. In 2010, he led all architecture and development work for NewsCorps multi-channel publishing initiative, Project Alesia. Jon has recently co-founded a new company, Kaldor Group, which specialises in tablet publishing and advertising. - twitter: @McBoof - blog: jonontech.com - skype: McBoof

Author of 8 Ways to Look at Content Management:

Lee dallas
During his eighteen years in technology Lee has worked with a broad range of corporate business problems including technical publishing, product and records management. Currently a solution architect with EMCs Alliance Partner team, he was formerly an architect and for Imaging and Content services at Delta Air Lines, Senior Architect for Content Management and Collaboration at The Home Depot, and a principal consultant with Armedia,LLC. - twitter: @ldallasBMOC - blog: bigmenoncontent.com

what is knowledgetree?
KnowledgeTree makes documents matter. Orbitz, Miramax, Alcatel / Genesys, Fuji Chemical, and hundreds of other companies use KnowledgeTree to drive productivity by working smarter with documents. KnowledgeTree helps legal, finance, HR, and sales teams easily develop and execute business processes around documents, and drive productivity and actionable insight.

> Visit our website: www.knowledgetree.com

> Follow us on twitter: @knowledgetreesw

This work is licensed under the Creative Commons Attribution-NoDerivs 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nd/3.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, CA 94105, USA

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