Tuesday, October 30, 2018

Create Value in Your Content

Organizations are buried in content. Some content is important, some is out of date, and some content is vital for an organization to survive and thrive. Content management can provide great help in ensuring that your organization gets the most value out of its content.

Managing content is similar to all the things that accumulate in your house. The longer you live in one place, the more things you accumulate. Most families don’t have retention policies in place for their personal things. They don’t write policies and procedures regarding furniture, electronics, or other things that they meant to fix several years ago and they are now gathering dust in the closet. At some point in time, the closet needs to be cleaned out or there will be no more space in a closet and then in the house.

Why do people decide to get rid of the stuff in their houses? It might be because they’ simply decided that they own too much or they are tired of paying extra money to keep things they are not using at a storage facility or they ran out of space in their house or they have been urged by a family member to stop what looks like hoarding behavior or they’ve decided to downsize and move to a smaller house. Whatever the reasons, the decision to divest themselves of personal goods leads people to donate their goods to a charity or hold a massive yard sale or maybe both.

Organizations do not hold yard sales. The content stored in organizations is frequently, but not always, in digital form. Enterprises are better at replacing outdated computers and worn out desk chairs than deciding which pieces of content are no longer relevant to running the business. Many organizations may not even really know how much content they own or where it resides.

Cleaning Out the Content House

Organizations need enterprise content management to keep their content fresh and to get the most value out of it. They need to clean out their content closets and their information garages from time to time.

Enterprise content management is not a new concept. Companies have been accumulating information for years and managing their content has been a part of business functions in many organizations but not in all organizations. For many, content management has been designed by IT departments and driven by regulatory requirements. It’s concentrated on compliance, with meeting the rules imposed upon them from outside.

Regulatory compliance remains a huge factor in doing business, and enterprise content management plays huge role in ensuring that organizations meet compliance requirements.

When it comes to handling inactive content, companies need to consider archiving by which he means retiring the content rather than keeping it. Retention schedule would greatly help in this task.

A Content Management System (CMS) would help to automate the process of content management. Human element is also very important in content management. It is important to humanize the experience of working with content.

The humans interacting with content could be employees, customers, suppliers, partners, and regulators. For content management to succeed, people must enjoy a digital and, an experience-based interaction. Behind the scenes, a content management system should organize content so that content findability is enhanced without too much work on the part of the person seeking information.

Breaking Down Information Silos

One barrier to content usability is information silos. Today’s content users do not want to constantly switch from one silo to another or from one user interface to another. Multiple systems are simply not intuitive and do not foster the collaboration needed to effectively run a business. So, a content management system should concentrate on changing the silo mentality, breaking down silos of content, and digitally connecting them.

Silos started with people. They store data as their department, their piece of the enterprise, thinks it should be done. They don’t take a holistic view of content. As the result, content ends up in many different systems.

It is important to manage content in place, where it is at the moment and add value to it in a modular way. To add value modularly, you need to think about the difference between different types of content. Modular content management lets you use content you need in real time.

Digital Transformation

A major change in the content management landscape has been digital transformation. It’s no longer just dealing with regulations. Newer technologies, such as cloud computing and mobile devices, put unprecedented pressure on those responsible for content management. The IT challenges are real and enterprise content management can provide significant assistance in the process.

Digital transformation affects all organizations. Think of the things people used to do in person that they now do online. The retail industry has been hugely affected by technology. Online ordering, price comparisons, product reviews, and mobile payments are now the ordinary way people buy books, electronics, household goods, and almost everything else. Even groceries can be ordered online and delivered to your door.

Digital information, with no paper equivalent, is increasingly the norm for enterprise content. It can be stored in multiple locations by numerous individuals working for different departments. Digital information creates interesting challenges for content management.

The world is becoming more and more digital. Medical records are transitioning to electronic versions. Many patients can now contact their doctors electronically, ask questions by email or in a secure forum-type environment, and view their digital records. Travelers routinely get their airline boarding passes delivered to their phones and choose their hotel room digitally before their arrival in the hotel lobby. Tickets for movie theaters and concerts have gone electronic. Restaurant reservations have also become a digital activity. Any digital activity implies content management.

Not just the consumer commerce is experiencing digital transformation. Regulatory agencies expect reports in digital form. Suppliers and manufacturers communicate digitally and complex supply chains are managed, controlled, and updated with digital systems.

Sensors track delivery trucks so that the trucking company knows where they are and when shipments are expected to arrive at their destination. Retailers and wholesalers alike use digital data for product improvement; fast and tailored distribution to stores, warehouses, and manufacturing facilities; and trend tracking.

Digital transformation makes businesses to become more agile. It is through using digital content in an agile way that allows companies to respond quickly, identify new opportunities, discard what is not working, and find new avenues of profitability. Access to information with the immediacy of digital data gives those who understand it an enormous competitive advantage.

Non-Digital Content

Even though the digital transformation is real, paper documents have not disappeared. Many organizations continue to maintain paper repositories.

Organizations make the best effort on automating and removing paper documents from core business functions and processes.

One example is clinical trials in the pharmaceutical industry. Clinical trials are essential to the new drug approval process and even 10 years ago were usually paper-based, with patients filling out diaries by hand. Today, those paper accounts have largely been replaced by electronic patient reporting to capture information, which leads to more timely and accurate responses by the patient and higher quality data for the pharmaceutical company to analyze.

However, there are still a lot of paper-based documents.

Even though paper documents are digitized somewhere during the workflow sequence, they begin as paper and are often stored as paper.

Organizations are moving from paper documents to digital, but this shift is not complete. Thus, a content management system must acknowledge the existence of paper documents.

Security Concerns

Security is foremost in organizations. Part of content management is ensuring that sensitive data is secure in an organization. This means identifying content and its access permissions accordingly.

Safeguarding content is important on both the consumer and the enterprise level. Today’s content is more distributed than ever before. It is not locked up, secured, and then made compliant. Instead, content exists, and sometimes is created outside the enterprise. However, organizations must secure content.

Security is also a function of compliance. Compliance must be in place for all systems. Keeping up with what constitutes compliance and with updates in regulatory requirements should be mandatory.

What about business rules? Every organization has some business rules, and enterprise content systems must conform to these rules. However, even though rules sometimes seem hardwired, they can change and systems need to change when rules change.

Impact on Enterprise Content Management

Digital transformation profoundly affects enterprise content management. Cleaning out the information closets starts with identifying what the organizations needs today and what no longer needed today but might be needed in the future.

Organizations must execute a set of strategies to ensure the content clutter is under control. Enterprise content management is not simply a technical issue. It is rooted in the human element.

Becoming a digital enterprise and building a digital platform comes with the territory of digital transformation. Still, essential elements of content management must be addressed. Determining value of stored content is extremely important.

Galaxy Consulting has over 20 years experience in content management. Please call us today for a free consultation.

Monday, July 30, 2018

Ten tips to unlock the knowledge-ready advantage

Effective Knowledge Management (KM) is very important for an organization, especially for a service organization who has customer support to answer phone calls and chats. KM drives performance and innovation. It can help companies solve critical problems.

Here are 10 tips to optimize knowledge management in your organization.

1. Agile KM helps to stay focused and deliver quick results. Agile methods can contribute to KM in a number of ways. Pilot projects is very good way to test KM initiatives, its direction, and assumptions. KM challenges today include keeping up with operational tempo, adjusting to or creating new behavior and evolving new metrics. Agile KM helps an organization develop new possibilities, new mindsets and new capabilities.

KM is a long-term journey but you also need to show quick results. An example of a quick result could be after action review (AAR) methods as an example of a quick win. Agile KM helps an organization develop new possibilities, new mindsets and new capabilities.

2. Tie knowledge to learning. It is not enough to promote a knowledge sharing culture. You also need to promote a learning culture. KM metrics will also have to evolve and cover a range of activities and impacts, such as user adoption, knowledge sharing, user benefits and customer satisfaction. Different kinds of learning tools and channels can be explored. Gamification, rewarding system, rap songs about KM features would be very helpful.

3. Map the different types of leaderships and narratives. This will create a clear picture of what you currently have in your KM program and what you are missing.

4. Build bridges between KM, big data, and data analytics. KM and data analytics are connected. In consumer, corporate, and industrial work place contexts, analytics can yield useful insights, if the right questions are asked, and that is where KM can help.

5. KM education and industry need to be tied together. KM education helps KM practitioners to stay on the top of global trends and findings, and industry best practices.

6. Let people express themselves in their own creative ways. While much in knowledge capture and communication tends to focus on the typed or written word, people also express themselves in multiple other ways. KM visioning exercises have shown new insights when people express themselves through doodles, drawings, figures, PostIts, flip charts, cards, audio, video, and even skits.

7. Ensure knowledge succession. Knowledge must succeed and be sustainable. Organizations need to focus not just on creating knowledge but also on its implications and immediate actions. Innovation is at the intersection of local knowledge, organizational knowledge, academic knowledge and stakeholder knowledge. Aligned conversations help companies keep the focus on strategic knowledge in the long run.

8. Explore weak ties and strong ties. Organizations certainly must share knowledge and build on collaboration but they also need to master a number of other factors. For example, there are advantages as well as challenges to virtual teams: geographic dispersion (but lack of shared context), online reach (but less richness), structural dynamism (but less organization) and national diversity (but also culture clash). Weak ties give access to novel knowledge and information, but it is the strong tie that will lead to transfer of the innovative idea.

9. Inter-organizational KM must lead to co-creation. Mature KM practitioners are extending their initiatives across organizational boundaries to share knowledge between organizations. But that should extend beyond sharing and cooperation to collaboration and co-creation. Co-creation is usually with a smaller group than in crowdsourcing and includes active involvement of customers.

10. Focus on formal as well as informal knowledge sharing activities. Focus not just on knowledge assets in the “forefront” (e.g. documents) or in the “background (e-mails, PostIts) but also “out of sight” (stories), and online discussion. Acknowledge and identify backroom knowledge sharing in informal clusters. There also needs to be a healthy attitude toward learning from failure.

Future KM trends include a continuing emphasis on collaboration, alignment with business strategy, blend with analytics, and rise of the multigenerational workforce.

Galaxy Consulting has over 20 years experience in Knowledge Management. Contact us today for a free consultation.

Friday, June 29, 2018

Information Security

Data is not just critical to business it is core. It is the essence of a company’s function. Big data is a major part of that flow, and the more customer data that is out there, the more it needs protection.

As big data gathers momentum, incorporating security into planning and processes in the early stages of a project are becoming more important. The big data revolution is just getting started and will present major security challenges if its data management is not carefully planned.

Formerly the exclusive domain of IT, information security has now become the domain of everybody including content and knowledge managers.

Major retailers and government agencies have suffered data breaches, denials of service and destructive intrusions. Millions of individuals have been affected, and organizations are now forced to devote more resources to prevention and remediation. Everyone in a company, from consumers to CEOs, has become acutely aware of the hazards of failing to protect information.

Every business user and anyone accessing data needs to be aware of it. The advent of the mobile worker and the proliferation of cloud technology have added a new dimension.

People want to run their businesses on a tablet, and they can do that but information managers need to understand how to do it safely. Much of the data in an enterprise exists only at endpoints, which increasingly are mobile devices.

According to a study by IDC, 75% of the U.S. workforce is mobile, with most of those employees having more than one mobile device. But those devices are at risk: about five to 10% of laptops are lost each year, according to a study from Ponemon Institute, and about one-third of them contain unencrypted sensitive or confidential data. In another study, one in six respondents reported having a mobile device lost, stolen or destroyed. In addition, a lot of intellectual property is stored on mobile devices, and in the event of litigation, the company has to be able to locate it.

Despite the convenience of mobile devices, their use creates well-recognized conflicts with security, especially in the face of increased frequency of BYOD (Bring Your Own Device).

Even when users hold onto their devices, security is far from guaranteed. Data is becoming more dispersed and fragmented. Even when companies do not know where the data is flowing, they still have an obligation to protect it. Information sharing is the norm rather than the exception today, both among employees within an organization and with outside organizations.

Along with mobile devices, the supply chain is a point of vulnerability. Once supply chain information leaves your organization, you don’t know what is being shared and what is being protected. Tracking it is a massive task and has often been managed by departments well outside of IT, such as procurement. It’s not just information about material goods that enters the supply chain; intellectual property associated with the products also goes to third-party suppliers. Information, such as patent data or formulas for pharmaceuticals, is shared with lawyers and accountants.

Analyzing the risks to information in the supply chain can help focus resources on mission-critical data. Companies should work with their vendors to ascertain how they are protecting information, and to consider putting security requirements into the contracts they write with suppliers.

Business and IT should start with a conversation to explain what protection the company has in place and what measures are being taken. Then, the business side can work with IT to develop business cases based on the impact of their operations and illustrate the ROI for protection of their functions. That can help IT by showing the costs of downtime and clarifying what needs to be protected.

Technology can help overcome security problem. For example, an application can provide continuous backup, but users don’t know that it is running or the can also enforce encryption without the user’s awareness and remotely wipe laptops to clear the data. There are products which focus on encryption and tokenization, to secure the data itself rather than the network environment. Tokenization provides visibility to the flow of data without putting the data at risk.

A new product called Protegrity Avatar for Hortonworks is designed to secure individual data elements while managing and monitoring the data flow in Hortonworks, an enterprise Hadoop data platform.

In most cases, organizations need to deploy more than one security solution, because the threats are many and varied. Most companies use a best-of-breed strategy, picking out the strongest solutions for their needs.

Data security is about data protection, but it is also about continuity and availability. Protecting information with technology is important, but it is not a substitute for information governance within a company.

Achieving the right balance between business needs and information security requires a fundamental shift in attitude. Rather than thinking of data as something a company owns, business owners need to come to term with the fact that they are custodians of data that needs to flow and be managed.

A legislative proposal announced by the White House in mid-January is designed to increase data security by promoting information sharing, strengthening law enforcement for cyber crimes and requiring that data breaches be reported promptly.

Companies have been concerned about information sharing because of the risk of liability for violating individuals’ privacy. The bill addresses that issue by requiring compliance with privacy guidelines, including removal of unnecessary personal information. The legislation would simplify and standardize the requirements for reporting data breaches. Currently, the laws exist at the state level, but not all states have them, and those that exist are not consistent.

Whether defending their website from intrusions, keeping applications running or protecting data elements, organizations are faced with an increasing number of threats and a complex security environment. Awareness at every level of the extended enterprise will be essential to minimizing the adverse impact of security incidents.

Galaxy Consulting has 18 years experience in information security and governance. Please call us for a free consultation.

Wednesday, May 16, 2018

Yammer and SharePoint

Enterprise social network vendor Yammer was a large and fast growing player when Microsoft acquired it in late 2012. Yammer has users in more than 150 countries, and the interface is localized into more than 20 languages.

At its core, Yammer is a micro-blogging service for employees to provide short status updates. Whereas Twitter asks, “What’s happening?” Yammer asks, “What are you working on?”

Over the years, Yammer’s functional services have expanded a bit to include the ability to express praise for co-workers, create polls, share documents and provision smaller discussion groups. In practice, however, some of those supplementary services aren’t as rich or well-integrated into SharePoint as you might find in competing products.

And you can find a lot of competing products: from collaboration suites that offer tightly integrated social networking services to supplemental “social layer” offerings that compete directly with Yammer.

For this reason, it would be good to ask this question: Is Yammer truly the best social layer for your enterprise?

When Microsoft acquired Yammer shortly before releasing SharePoint 2013, the deal sent shock waves through the marketplace. Soon Microsoft started recommending that you hide SharePoint’s native social services in SharePoint and use Yammer instead.

Microsoft now promotes Yammer as a social layer over all your Microsoft systems, especially Office 365. Yammer usage can explode within an enterprise that heretofore offered no micro-blogging services, let alone any enterprise social network. People happily check in and often find new or long-lost colleagues in the first few days and weeks.

Yammer boasts a huge customer community. Customers get access to the quite sizable Yammer Community Network, where licensees share their successes, problems, questions and tips with the community as a whole. A small but growing apps marketplace rounds out the picture of a vibrant ecosystem around Yammer.

Smaller departments use Yammer to stay in touch, but enterprise-wide conversations typically decrease. Usage also drops off when employees struggle to place the service within the regular flow of their daily work. Yammer becomes yet another place you have to go, rather than a service you exploit as part of your regular workflow.

In a mobile environment, Yammer and SharePoint usage entails at least two separate native clients.

Yammer has key application: social questions and answers. When a user starts to type a question, Yammer uses a real-time search to auto-suggest already asked questions. That is useful and helps to eliminate duplication in content.

However, there are no ratings for answers and the original questioner cannot declare an authoritative answer. Search is not really ideal, so as answers build, they become harder to leverage, especially given the scarcity of curation services. Yammer works less for knowledge management and more for really simple, quick responses to simple questions.

Another Yammer key social application: communities of practice. Groups are either public or private. You might also have separate groups in Exchange and SharePoint (via Delve), as well as Communities in SharePoint.

There is single sign-on to Yammer with Office 365.

Larger enterprises find Yammer better suited as a supplement to formal collaboration and social networking efforts rather than as the center. Its simplistic handling of files and limited search facilities limit Yammer’s ability to serve as much more than a simple micro-blogging service.

If you are looking for pure micro-blogging services to communicate across your enterprise and are not looking for ready-to-use applications tailored for specific goals and processes, Yammer offers an obvious alternative to consider, especially for those whose SharePoint plans rest primarily on the Office 365 edition.

Galaxy Consulting has experience with all versions of SharePoint and with Yammer. Please contact us today for a free consultation.