Best Practices for an ECM Strategy Brent Mansur Health Care Service Corporation September 15, 2010

Best Practices for an ECM Strategy Welcome!

Best Practices for an ECM Strategy Session Ground Rules One conversation at a time Keep discussion relevant Let everyone have a chance “7-minute rule” Cell phone conversations outside

Best Practices for an ECM Strategy What Does “ECM” Mean To You?

Best Practices for an ECM Strategy Erythema Chronicum Migrans Engine Control Module Error Correction Mode Ensemble Contemporain de Montréal Equity Capital Market European Common Market

Best Practices for an ECM Strategy “Enterprise Content Management is the technologies, tools, and methods used to capture, manage, store, preserve, and deliver content across an enterprise.” “At the most basic level, ECM tools and strategies allow the management of an organization's unstructured information, wherever that information exists.” - AIIM -

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” - Chris Walker via AIIM - Without Commitment there’s no point in moving forward. Plan strategically, execute tactically. Communicate, communicate, communicate. Then communicate some more. It’s a marathon, not a sprint. Define KPI’s, then measure them. Stakeholder engagement is critical. “Suck it up, Princess” is not a change management plan. It’s not all about the technology.

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” Without Commitment there’s no point in moving forward. The reasons are there - Increased litigation, regulatory & competitive demands. Strive for broad stakeholder commitment. Avoid accepting only “silos.” Enterprise view is essential. Discussion First-hand experiences & comments? HCSC Dedicated teams; Consulting “kick-start” “ECMO” “The company needs to do something…” (but start some where else! ) or “My area needs something right now...” (let’s not plan this thing to death!)

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 2) Plan strategically, execute tactically. Ask yourself - “Where do we want to be in five years?” But - “What do we need to accomplish in the next 12 months, and how do we get there?” Discussion First hand experiences & comments? HCSC Enterprise vision – Divisional/Departmental deployments Roadmap covering unstructured & structured content management, taxonomy & enterprise search.

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 3) Communicate, communicate, communicate. Then communicate some more. It’s amazing how hard it is to effectively communicate in a large enterprise. Don’t assume anything. Remind them again next year! Program management need to constantly be in “sales” mode. Reminding, refreshing, renewing… Discussion First hand experiences & comments? (Any “horror stories?”) HCSC Management interactions. Intranet presence. Webinars. Job aids. CBTs. EISM “Showcase”

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 4) It’s a marathon, not a sprint. A lot of moving pieces. Planning, meeting, validating, tracking, designing, integrating… Set expectations with management and stakeholders. Discussion First hand experiences & comments? HCSC 2005!

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 5) Define KPI’s, then measure them. A discipline that will pay-off in better long-term results. Build into processes; regularly reported metrics. Discussion First hand experiences & stories? HCSC Dashboards Maturity model Weekly reports.

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 6) Stakeholder engagement is critical. ECM is ubiquitous. It impacts and supports the infrastructure of everything everyone does. ECM isn’t cheap. (HW, SW, process changes, training…) Users and management alike have much to gain—or lose. Their buy-in greatly increases likelihood of adoption, and realization of desired benefits. Commitment needs to be on-going and lasting. Discussion First hand experiences & stories? HCSC ECMO monthly meetings are still on-going.

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 7) “Suck it up, Princess” is not a change management plan. The easiest changes are harder than you think. Don’t assume anything. If it is critical - don’t count on “common sense” or “common knowledge.” Test & validate understanding. The most successful system implementation can be thwarted by unprepared, ill-notified, untrained users (& management). Discussion First hand experiences & comments? HCSC Dedicated change management team for larger deployment areas.

Best Practices for an ECM Strategy “8 Things You Need to Know to Build an ECM Strategy” 8) It’s not all about the technology. Who / where to start within enterprise? Roadmap. Consider approach, policies, governance, compliance, staffing, taxonomy, retention, change management, etc. Level of functionality? Scope? Basic archiving? BPM? Enhanced search? Etc. Discussion First hand experiences & comments?

Best Practices for an ECM Strategy Thank you!