I have been describing our journey to an ECM solution for years. The description usually goes something like this: “we have made good progress in several small areas but we have yet to attack the really large targets.” Recently, we engaged what I feel is our first truly difficult ECM task. Below is a quick summary of the lessons learned leading up to this point.
8 Things We Learned on the Way to ECM
1 -- Teach People About ECM.
People can be passionate about the documents they prepare, receive and control; make sure they understand that you share their passion. Training for ECM often focuses on “How” when it really needs to start with “Why." Once people understand the reasons the company is implementing ECM, the reasons the company selected this particular ECM solution, and the benefits that will result, they are more likely to add their support to the project.
2 -- Don’t Rush the Launch Date.
I was in Florida once when the Space Shuttle was scheduled to launch and I was hoping to get to see the event in person. However, NASA delayed the launch due to “unacceptable weather over one of the backup landing locations." Frustrated, I had to remind myself of the danger involved in the operation. Nobody is likely to be injured in the event of a bad ECM implementation, but starting according to the “Scheduled Start Date” as opposed to “When We are Ready” is a huge mistake.
3 -- Understand Why They Like What They Have.
I have always looked at the existing “solutions” with great disdain. Based on shared folders, they have so many problems that I stopped counting. When I found people reluctant to abandon their K: drive, I naturally assumed that they simply didn’t want to change. Sometimes, it turns out; there are characteristics of shared folders that make their job easier. These are complicating factors because they usually fall into the category of “it makes your job easier but it makes other peoples’ jobs harder."
This is where I drew the inspiration for my definition of ECM – “The stuff I have to do so everyone else’s job is easier." Modern ECM solutions can certainly provide all the benefits of a file share, but they don’t always do it by default. If you understand “Why” they like their shared folders, you can tune the ECM solution to satisfy their needs.
4 -- Make the ECM Solution Better.
Once you understand their requirements, don’t stop at meeting them; exceed their expectations. This requires even more analysis because you have to determine needs most users don’t associate with document management. For example, as we were reviewing the final design of some document workflows, I described to the department head the reporting that was available from our ECM platform (we are using SharePoint). I knew from earlier discussions that he likes to know how long it takes to prepare documents, how often certain documents go out the door and where the pinch point are in the process. I showed him how all of this can be a byproduct of the workflows we are using and the metadata we are collecting.
5 -- R.O.I. is for Your Boss.
Don’t talk to your ECM team or users about cheaper servers, lower storage costs, shorter backup times, or any other bullet point from your annual goals. If you are going to talk about the benefits of ECM, talk about faster and more reliable search results, automating tasks like putting a copy of a report on the website for the customer and being able to quickly filter library contents based on metadata. Talk about the things people have to do today that the ECM system will do for them via workflows, automated email alerts and process life-cycle tasks. Talk about access from any location, at any time, on any device and how all they need to look at a document is a web browser.
6 -- Pick the Right Team.
Most people realize that ECM is not an individual pursuit, but assembling the right team is not always an easy task. Subject Matter Experts (SMEs), yeah, yeah, we need them. Specifically, you need people familiar with compliance issues, legal issues, company governance, policies and procedures and the existing business processes you are planning to support. You also need the people who do this work now. Maybe they aren’t “experts” in any of the above fields, but they know things about document workflow that you do not know. They are familiar with the ways your workflow will be derailed, the people who won’t follow instructions, the companies that complain about changes and the times the existing rules are broken. More important, they are the people who are going to actually use the new system. These are the people who will decide whether or not your solution is “better."
7 -- Honest, Transparent Goals and Status.
Do not hide, sugar coat or gloss over any aspect of your project, especially status. I am not recommending a “taking names and kicking ___” attitude, but explaining that target dates were missed, features are not yet working as planned and some goals are being dropped or tabled to a future version, are all good things to share. People understand that complicated projects suffer delays and setbacks, but they will never understand being left in the dark or being lied to (not that I ever tried lying to them).
8 -- P.I.R.
If you look at the roadmap for ECM projects offered by AIIM, they include a Post-Implementation Review (PIR) task. Systems development methodologies have advocated post-implementation reviews since I first worked with one in the late 70’s. Also, since that time, I can report that this is the project phase most likely to be skipped. Post-implementation is the point where people are tired of ECM and looking forward to catching up on the tasks they have been ignoring while working to implement ECM. Still, it is a critically important part of the process. Until people start using the system, the benefits and costs are all estimates. Six months down the road, someone needs to take a hard look at the results. More than likely, you will have already reported whether or not the project came in on or over budget. Equally important though, you need to figure out if the system works. Are users happy? Do people understand how to use the system properly? Do procedures and workflows actually work and, could they work better?
-----
Interested in this topic? You ought to take a look at AIIM Training -- we can do it on site for you...Or try these posts for more information...
Recent Comments