1 Secrets to Success: Inside the Charter Online Information Network (COIN) Dan Vasey, Director Records & Information Management Charter Communications

2 How Do You Develop a Solution That Users Will Adopt? 1.Know what you have 2.Develop a strategy 3.Select the right tools 4.Integrate technology 5.Drive end-user adoption Five key steps:

3 Step 1 – Know What You Have It’s important to have a common understanding of what data you have in the organization Take an inventory of: The type of information you have Where information is stored Who owns the information The taxonomy and tools are used to manage it

4 Step 2 – Build a Strategy Define the vision and objectives –Charter’s strategy was to: –Provide tools that deliver seamless, transparent functionality supporting employee compliance with RIM policies and procedures as daily tasks are performed –Minimize risk to the company through more effective information management Select tools –Focus on usability –Leverage existing tools when possible –Look for tools that are intuitive Acknowledge and understand the on impact users –Plan to communicate often and in different forms

5 Step 3 – Select the Right Tools to Support Your Program Finding the right tool(s) to support your program is essential. At Charter, our goal was to identify a tool set that allows for: Tighter controls over unstructured information within the organization More efficient access to information (to support decision making) Greater lifecycle management of information Reduction of the impact RIM policies have on end users by integrating policies into normal processes and current suite of desktop productivity tools Improved institutional knowledge The Scope of this Initiative is limited to:  The lifecycle management of unstructured Microsoft Office, Adobe PDF and documents  A tool to manage active and inactive paper records

6 Step 4 – Integrate the Technology Our strategy relies on users feeling comfortable with the technology and allowing it to become imbedded into there daily work life. To accomplish this, we needed them to focus on one platform, not six different tools. We leveraged an existing internally branded SharePoint solution. Management Physical RecordsSystem IntegrationMigration/Storage Retention Management

7 Deploying SharePoint represents a significant organizational change that requires a coordinated plan to be executed. The change plan should include: Regular Communications –Localized and Enterprise-wide –Traditional and Advanced Training –Classroom –Online –On-Demand eLearning Step 5 – Drive End-User Adoption – Develop a Change Plan