Document and Content

Management
DSI323 Data Governance Platform

Rachada Kongkachandra
Taweewat Luangwiriya
Document and Content Management
• Document and Content Management
entails controlling the capture, storage,
access, and use of data and information
stored outside relational databases.
• Its focus is on maintaining the integrity of
and enabling access to documents and
other unstructured or semi-structured
information which makes it roughly
equivalent to data operations
management for relational databases.
• However, it also has strategic drivers. In
many organizations, unstructured data
has a direct relationship to structured
data. Management decisions about such
content should be applied consistently
Document and Content
Management
Business Drivers
• The primary business drivers for document and
content management include regulatory compliance,
the ability to respond to litigation and e-discovery
requests, and business continuity requirements
• Laws and regulations require that organizations
maintain records of certain kinds of activities
• E-discovery is the process of finding electronic
records that might serve as evidence in a legal
action
• Gaining efficiencies is a driver for improving
document management
Document and Content Management
Goal
• Ensuring effective and efficient retrieval and use of data and
information in unstructured formats
• Ensuring integration capabilities between structured and
unstructured data
• Complying with legal obligations and customer expectations
Document and Content Management:
Principle
• Principle of Accountability: An organization shall assign a senior
executive to appropriate individuals, adopt policies and processes to
guide staff, and ensure program auditability
• Principle of Integrity: An information governance program shall be
constructed so the records and information generated or managed by
or for the organization have a reasonable and suitable guarantee of
authenticity and reliability
• Principle of Protection: An information governance program shall be
constructed to ensure a reasonable level of protection to information
that is personal or that otherwise requires protection.
Document and Content Management:
Principle
• Principle of Compliance: An information governance program shall be
constructed to comply with applicable laws and other binding
authorities, as well as the organization’s policies.
• Principle of Availability: An organization shall maintain its
information in a manner that ensures timely, efficient, and accurate
retrieval of its information.
• Principle of Retention: An organization shall retain its information for
an appropriate time, taking into account all operational, legal,
regulatory and fiscal requirements, and those of all relevant binding
authorities.
Document and Content Management:
Principle
• Principle of Disposition: An organization shall provide secure and
appropriate disposition of information in accordance with its policies,
and, applicable laws, regulations and other binding authorities.
• Principle of Transparency: An organization shall document its
policies, processes and activities, including its information governance
program, in a manner that is available to and understood by staff and
appropriate interested parties.
Essential Concept
Content
“A document is to content what a bucket is to water: a container. Content
refers to the data and information inside the file, document, or website.
Content is often managed based on the concepts represented by the
documents, as well as the type or status of the documents.
Content also has a lifecycle. In its completed form, some content
becomes a matter of record for an organization. Official records are
treated differently from other content.”
Content Management
• Content management includes the processes, techniques, and technologies
for organizing, categorizing, and structuring information resources so that
they can be stored, published, and reused in multiple ways.
• The lifecycle of content can be active, with daily changes through
controlled processes for creation and modification; or it can be more static
with only minor, occasional changes. Content may be managed formally
(strictly stored, managed, audited, retained or disposed of) or informally
through ad hoc updates.
• Content management is particularly important in websites and portals, but
the techniques of indexing based on keywords and organizing based on
taxonomies can be applied across technology platforms. When the scope of
content management includes the entire enterprise, it is referred to as
Enterprise Content Management (ECM)
Content Metadata
• Format: Often the format of the data dictates the method to access the data (such as
electronic index for electronic unstructured data).
• Search-ability: Whether search tools already exist for use with related unstructured data.
• Self-documentation: Whether the Metadata is self-documenting (as in filesystems). In
this case, development is minimal, as the existing tool is simply adopted.
• Existing patterns: Whether existing methods and patterns can be adopted or adapted (as
in library catalogs).
• Content subjects: The things people are likely to be looking for.
• Requirements: Need for thoroughness and detail in retrieval. Therefore, detailed
Metadata at the content level might be necessary, and a tool capable of content tagging
might be necessary.
Content Modeling
• Content modeling is the process of converting logical content concepts into content
types, attributes, and data types with relationships.
• An attribute describes something specific and distinguishable about the content to which
it relates. A data type restricts the type of data the attribute may hold, enabling
validation and processing. Metadata management and data modeling techniques are
used in the development of a content model.
• There are two levels of content modeling.
• The first is at the information product level, which creates an actual deliverable like a website.
• The second is at the component level, which further details the elements that make up the
information product model.
• Content models support the content strategy by guiding content creation and promoting
reuse. They support adaptive content, which is format-free and device-independent. The
models become the specifications for the content implemented in such structures such
as XML schema definition (XSDs), forms, or stylesheets.
Content Delivery Methods
• Push: In a push delivery system, users choose the type of content delivered
to them on a pre-determined schedule. Syndication involves one party
creating the content published in many places. Really Simple Syndication
(RSS) is an example of a push content delivery mechanism. It distributes
content (i.e., a feed) to syndicate news and other web content upon
request.
• Pull: In a pull delivery system, users pull the content through the Internet.
An example of a pull system is when shoppers visit online retail stores.
• Interactive: Interactive content delivery methods, such as third-party
electronic point of sale (EPOS)apps or customer facing websites (e.g., for
enrollment), need to exchange high volumes of real-time data between
enterprise applications.
Controlled Vocabularies
• A controlled vocabulary is a defined list of explicitly allowed terms
used to index, categorize, tag, sort, and retrieve content through
browsing and searching.
• A controlled vocabulary is necessary to systematically organize
documents, records, and content.
• Vocabularies range in complexity from simple lists or pick lists, to the
synonym rings or authority lists, to taxonomies, and, the most
complex, thesauri and ontologies
Controlled Vocabularies: Vocabulary
Management
• Vocabulary management is the function of defining, sourcing, importing, and
maintaining any given vocabulary. Key questions to enable vocabulary
management focus on uses, consumers, standards, and maintenances
• What information concepts will this vocabulary support?
• Who is the audience for this vocabulary? What processes do they support? What roles do
they play?
• Why is the vocabulary necessary? Will it support an application, content management, or
analytics?
• What decision-making body is responsible for designating preferred terms?
• What existing vocabularies do different groups use to classify this information? Where are
they located? How were they created? Who are their subject matter experts? Are there any
security or privacy concerns for any of them?
• Is there an existing standard that can fulfill this need? Are there concerns of using an external
standard vs. internal? How frequently is the standard updated and what is the degree of
change of each update? Are standards accessible in an easy to import / maintain format, in a
cost-efficient manner?
Controlled Vocabularies: Term Management
• The standard ANSI/NISO Z39.19-2005 defines a term as “One or more
words designating a concept.”48 Like vocabularies, individual terms
also require management
• Term Management includes specifying how terms are initially defined
and classified and how this information is maintained once it starts
being used in different systems. Terms should be managed through a
governance processes
Controlled Vocabularies: Term Management
• Term management includes establishing relationships between terms
within a controlled vocabulary. There are three types of relationships
• Equivalent term relationship: A relationship between or among terms in a
controlled vocabulary that leads to one or more terms to use instead of the
term from which the cross-reference is made.
• Hierarchical relationship: A relationship between or among terms in a
controlled vocabulary that depicts broader (general) to narrower (specific) or
whole-part relationships.
• Related term relationship: A term that is associatively but not hierarchically
linked to another term in a controlled vocabulary.
Controlled Vocabularies: Synonym Rings and
Authority Lists
• A synonym ring is a set of terms with roughly equivalent meaning. A
synonym ring allows users who search on one of the terms to access
content related to any of the terms. The manual development of
synonym rings is for retrieval, not for indexing.
• An authority list is a controlled vocabulary of descriptive terms
designed to facilitate retrieval of information within a specific domain
or scope.
Controlled Vocabularies: Taxonomies
• Taxonomy is an umbrella term referring to any classification or
controlled vocabulary
• In content management, a taxonomy is a naming structure containing
a controlled vocabulary used for outlining topics and enabling
navigation and search systems.
• Taxonomies help reduce ambiguity and control synonyms
Controlled Vocabularies: Taxonomies
• Taxonomies can have different structures:
• A flat taxonomy has no relationships among the set of controlled categories. All has
at the categories are equal. This is similar to a list; for example, a list of countries.
• A hierarchical taxonomy is a tree structure where nodes are related by a rule. A
hierarchy least two levels and is bi-directional. Moving up the hierarchy expands the
category; moving down refines the category. An example is geography, from
continent down to street address.
• A polyhierarchy is a tree-like structure with more than one node relation rule. Child
nodes may have multiple parents. Those parents may also share grandparents. As
such, the traversal paths can be complicated and care must be taken to avoid
potential invalid traversals: up the tree from a node that relates to the parent, but
not to one of the grandparents. Complicated polyhierarchy structures may be better
served with a facet taxonomy instead.
Controlled Vocabularies: Taxonomies
• Taxonomies can have different structures:
• A facet taxonomy looks like a star where each node is associated with the
center node. Facets are attributes of the object in the center. An example is
Metadata, where each attribute (creator, title, access rights, keywords,
version, etc.) is a facet of a content object.
• A network taxonomy uses both hierarchical and facet structures. Any two
nodes in network taxonomy establish linkages based on their associations. An
example is a recommender engine (…if you liked that, you might also like
this…). Another example is a thesaurus.
Controlled Vocabularies: Classification and
Tagging
• Classification schemes are codes that represent controlled vocabulary.
These schemes are often hierarchical and may have words associated
with them
• Folksonomies are classification schemes for online content terms and
names obtained through social tagging. Individual users and groups
use them to annotate and categorize digital content.
Controlled Vocabularies: Thesauri
• A thesaurus is type of controlled vocabulary used for content retrieval. It
combines characteristics of synonym lists and taxonomies. A thesaurus
provides information about each term and its relationship to other terms.
Relationships are either hierarchical (parent/child or broad/narrower),
associative (‘see also’) or equivalent (synonym or used/used from).
Synonyms must be acceptably equivalent in all context scenarios. A
thesaurus may also include definitions, citations, etc.
• Thesauri can be used to organize unstructured content, uncover
relationships between content from different media, improve website
navigation, and optimize search. When a user inputs a term, a system can
use a non-exposed thesaurus (one not directly available to the user) to
automatically direct the search to a similar term. Alternatively, the system
can suggest related terms with which a user could continue the search.
Controlled Vocabularies: Ontology
• An ontology is a type of taxonomy that represents a set of concepts
and their relationships within a domain. Ontologies provide the
primary knowledge representation in the Semantic Web, and are
used in the exchange of information between Semantic Web
applications
• Ontology languages such as Resource Description Framework Schema
(RDFS) are used to develop ontologies by encoding the knowledge
about specific domains. They may include reasoning rules to support
processing of that knowledge. OWL (Web Ontology Language), an
extension to RDFS, is a formal syntax for defining ontologies.
Controlled Vocabularies: Ontology
• An ontology is a type of taxonomy that represents a set of concepts and
their relationships within a domain. Ontologies provide the primary
knowledge representation in the Semantic Web, and are used in the
exchange of information between Semantic Web applications
• Ontology languages such as Resource Description Framework Schema
(RDFS) are used to develop ontologies by encoding the knowledge about
specific domains. They may include reasoning rules to support processing
of that knowledge. OWL (Web Ontology Language), an extension to RDFS,
is a formal syntax for defining ontologies.
• Ontologies describe classes (concepts), individuals (instances), attributes,
relations, and events. An ontology can be a collection of taxonomies and
thesauri of common vocabulary for knowledge representation and
exchange of information
Controlled Vocabularies: Ontology
• There are two key differences between a taxonomy (like a data
model) and an ontology:
• A taxonomy provides data content classifications for a given concept area. A
data model specifically calls out the entity to which an attribute belongs and
the valid for that attribute. In an ontology, though, entity, attribute, and
content concepts can be completely mixed. Differences are identified through
Metadata or other relationships
• In a taxonomy or data model, what is defined is what is known – and nothing
else. This is referred to as a closed-world assumption. In an ontology, possible
relationships are inferred based on the nature of existing relationships, so
something that is not explicitly declared can be true. This is referred to as the
open-world assumption.
Document Management
• Document management encompasses the processes, techniques, and
technologies for controlling and organizing documents and records
throughout their lifecycle
• It includes storage, inventory, and control, for both electronic and
paper documents
• More than 90% of the documents created today are electronic. While
paperless documents are becoming more widely used, the world is
still full of historical paper documents
Document and Record
Document Management
• Managing the lifecycle of documents and records includes
• Inventory: Identification of existing and newly created documents / records.
• Policy: Creation, approval, and enforcement of documents / records policies,
including a document /records retention policy.
• Classification of documents / records.
• Storage: Short- and long-term storage of physical and electronic documents /
records.
• Retrieval and Circulation: Allowing access to and circulation of documents / records
in accordance with policies, security and control standards, and legal requirements.
• Preservation and Disposal: Archiving and destroying documents / records according
to organizational needs, statutes, and regulations.
Document and Record
Record Management
• Records management includes the full lifecycle: from record creation
or receipt through processing, distribution, organization, and
retrieval, to disposition. Records can be physical (e.g., documents,
memos, contracts, reports or microfiche); electronic (e.g., email
content, attachments, and instant messaging); content on a website;
documents on all types of media and hardware; and data captured in
databases of all kinds. Hybrid records, such as aperture cards (paper
record with a microfiche window imbedded with details or supporting
material), combine formats. A Vital Record is type a record required
to resume an organization’s operations the event of a disaster.
Document and Record
Record Management
Well-prepared records have characteristics such as:
• Content: Content must be accurate, complete and truthful.
• Context: Descriptive information (Metadata) about the
record’s creator, date of creation, or relationship to other
records should be collected, structured and maintained with
the record at the time of record creation.
• Timeliness: A record should be created promptly after the
event, action or decision occurs.
• Permanency: Once they are designated as records, records
cannot be changed for the legal length of their existence.
• Structure: The appearance and arrangement of a record’s
content should be clear. They should be recorded on the
correct forms or templates. Content should be legible,
terminology should be used consistently.
Document and Record
Digital Asset Management
• Digital Asset Management (DAM) is process similar to document
management that focuses on the storage, tracking and use of rich
media documents like video, logos, photographs, etc.
Digital Map
• Data Map is an inventory of all Electronically Stored Information (ESI)
data sources, applications, and IT environments that includes the
owners of the applications, custodians, relevant geographical
locations, and data types
Document and Record
E-Discovery
• Discovery is a legal term that refers to pre-trial phase of a lawsuit
where both parties request information from each other to find facts
for the case and to see how strong the arguments are on either side.
• Electronic documents usually have Metadata (which may not be
available for paper documents) that plays an important part in
evidence
Document and Record

E-Discovery
• The EDRM model assumes that
data or information governance
is in place. The model includes
eight e-discovery phases that
can be iterative.
• As e-discovery progresses, the
volume of discoverable data
and information is greatly
reduced as their relevance is
greatly increased.
Document and Record
Information Architecture
• Information Architecture is the process of creating structure for a
body of information or content. It includes the following components:
• Controlled vocabularies
• Taxonomies and ontologies
• Navigation maps
• Metadata maps
• Search functionality specifications
• Use cases
• User flows
Document and Record
Search Engine
• A search engine is software that searches for information based on
terms and retrieves websites that have those terms within their
content. One example is Google. Search functionality requires several
components: search engine software proper, spider software that
roams the Web and stores the Uniform Resource Locators (URLs) of
the content it finds, indexing of the encountered keywords and text,
and rules for ranking
Document and Record
Semantic Model & Semantic Search
• Semantic modeling is a type of knowledge modeling that describes a
network of concepts (ideas or topics of concern) and their relationships.
Incorporated into information systems, semantic models enable users to
ask questions of the information in a non-technical way. For example, a
semantic model can map database tables and views to concepts that are
meaningful to business users.
• Semantic searching focuses on meaning and context rather than
predetermined keywords. A semantic search engine can use artificial
intelligence to identify query matches based on words and their context.
Such a search engine can analyze by location, intent, word variations,
synonyms, and concept matching
Document and Record
Unstructured Data
• Unstructured data is found in various electronic formats: word processing
documents, electronic mail, social media, chats, flat files, spreadsheets,
XML files, transactional messages, reports, graphics, digital images,
microfiche, video recordings, and audio recordings. An enormous amount
of unstructured data also exists in paper files.
• The fundamental principles of data management apply to both structured
and unstructured data. Unstructured data is a valuable corporate asset.
Storage, integrity, security, content quality, access, and effective use guide
the management of unstructured data. Unstructured data requires data
governance, architecture, security Metadata, and data quality.
Document and Record
Workflow
• Content development should be managed through a workflow that ensures
content is created on schedule and receives proper approvals.
• Workflow components can include the creation, processing, routing, rules,
administration, security, electronic signature, deadline, escalation (if
problems occur), reporting and delivery
• Workflow should be automated through the use of a content management
system (CMS) or a standalone system, rather than manual processes.
• A CMS has the added benefit of providing version control. When content is
checked into a CMS, it will be timestamped, assigned a version number,
and tagged with the name of the person who made the updates.
Activities
Plan for Lifecycle Management
• The practice of document management involves planning for a
document’s lifecycle, from its creation or receipt, through its
distribution, storage, retrieval, archiving and potential destruction.
• Planning includes developing classification / indexing systems and
taxonomies that enable storage and retrieval of documents.
Importantly, lifecycle planning requires creating policy specifically for
records
Plan for Lifecycle Management
Plan for Records Management
• Records management starts with a clear definition of what
constitutes a record
• Managing electronic records requires decisions about where to store
current, active records and how to archive older records.
Develop a Content Strategy
• A content strategy should start with an inventory of current state and
a gap assessment. The strategy defines how content will be
prioritized, organized, and accessed.
Plan for Lifecycle Management
Create Content Handling Policy
• Scope and compliance with audits
• Identification and protection of vital records
• Purpose and schedule for retaining records (a.k.a retention schedule)
• How to respond to information hold orders (special protection orders); these are
requirements for retaining information for a lawsuit, even if retention schedules
have expired
• Requirements for onsite and offsite storage of records
• Use and maintenance of hard drive and shared network drives
• Email management, addressed from content management perspective
• Proper destruction methods for records (e.g., with pre-approved vendors and
receipt of destruction certificates)
Plan for Lifecycle Management
Create Content Handling Policy
• Content Handling Policy related to
• Social Media Policies
• Device Access Policies
• Handling Sensitive Data
• Responding to Litigation
• Define Content Information Architecture
Manage Lifecycle
Capture Records and Content
• Capturing content is the first step to managing it. Electronic content is
often already in a format to be stored in electronic repositories
• When content is captured, it should be tagged (indexed) with
appropriate Metadata, such as (at minimum) a document or image
identifier, the data and time of capture, the title and author(s).
• Metadata is necessary for retrieval of the information, as well as for
understanding the context of the content.
• Automated workflows and recognition technologies can help with the
capture and ingestion process, providing audit trails
Manage Lifecycle
Manage Versioning and Control
ANSI Standard 859 has three levels of control of data, based on the criticality
of the data and the perceived harm that would occur if data were corrupted
or otherwise unavailable: formal, revision, and custody
• Formal control requires formal change initiation, thorough evaluation for
impact, decision by a change authority, and full status accounting of
implementation and validation to stakeholders
• Revision control is less formal, notifying stakeholders and incrementing
versions when a change is required
• Custody control is the least formal, merely requiring safe storage and a
means of retrieval
Manage Lifecycle
Manage Versioning and Control
Manage Lifecycle
Backup and Recovery
• The document / record management system needs to be included in the
organization’s overall corporate backup and recovery activities, including
business continuity and disaster recovery planning
• A vital records program provides the organization with access to the
records necessary to conduct its business during a disaster and to resume
normal business afterward.
• Vital records must be identified, and plans for their protection and
recovery must be developed and maintained.
• A records manager should be involved in risk mitigation and business
continuity planning, to ensure these activities account for the security for
vital records.
Manage Lifecycle
Manage Retention and Disposal
• Effective document / records management requires clear policies and procedures,
especially regarding retention and disposal of records
• A retention and disposition policy will define the timeframes during which documents for
operational, legal, fiscal or historical value must be maintained
• It defines when inactive documents can be transferred to a secondary storage facility,
such as off-site storage.
• The policy specifies the processes for compliance and the methods and schedules for the
disposition of documents.
• Records managers or information asset owners provide oversight to ensure that teams
account for privacy and data protection requirements, and take actions to prevent in
identify theft.
• Document retention presents software considerations. Access to electronic records may
require specific versions of software and operating systems.
Manage Lifecycle
Audit Documents/Records
Publish and Deliver Content
Provide Access, Search, and Retrieval
• Once the content has been described by Metadata / key word tagging
and classified within the appropriate information content
architecture, it is available for retrieval and use
• Portal technology that maintains profiles of users can help them find
unstructured data. Search engines can return content based on
keywords.
Deliver Through Acceptable Channels
• There is a shift in delivery expectations as the content users now want
to consume or use content on a device of their choosing
Tools
Enterprise Content Management Systems
Document Management
• A document management system is an application used to track and store
electronic documents and electronic images of paper documents.
Document library systems, electronic mail systems and image management
systems are specialized document management systems
• Document management systems commonly provide storage, versioning,
security, Metadata Management, content indexing, and retrieval
capabilities. Extended capabilities of some systems can include Metadata
views of documents.
• Document management including
• Digital Asset Management
• Image Processing
• Records Management System
Enterprise Content Management Systems
Content and Document Workflow
• Workflow tools support business processes, route content and
documents, assign work tasks, track status, and create audit trails. A
workflow provides for review and approval of content before it is
published
Collaboration Tools
• Team collaboration tools enable the collection, storage, workflow, and
management of documents pertinent to team activities. Social
networking enables individual and teams to share documents and
content inside the team and to reach out to an external group for
input using blogs, wikis, RSS, and tagging.
Controlled Vocabulary and Metadata Tools
• Tools that help develop or manage controlled vocabularies and Metadata
range from office productivity software, Metadata repositories, and BI
tools, to document and content management systems. For example
• Data models used as guides to the data in an organization
• Document management systems and office productivity software
• Metadata repositories, glossaries, or directories
• Taxonomies and cross-reference schemes between taxonomies
• Indexes to collections (e.g., particular product, market or installation), filesystems,
opinion polls, archives, locations, or offsite holdings
• Search engines
• BI tools that incorporate unstructured data
• Enterprise and departmental thesauri
• Published reports libraries, contents and bibliographies, and catalogs
Standard Markup and Exchange Formats
• Computer applications cannot process unstructured data / content
directly. Standard markup and exchange formats facilitate the sharing
of data across information systems and the Internet. Data models
used as guides to the data in an organization
• XML
• Json
• RDF and related W3C Specification
• Schema.org
• E-discovery technology
Techniques
Litigation Response Playbook
• E-discovery starts at the beginning of a lawsuit. However, an
organization can plan for litigation response through the development
of a playbook containing objectives, metrics and responsibilities
before a major discovery project begins.
• The playbook defines the target environment for e-discovery and
assesses if gaps exist between current and target environments. It
documents business processes for the lifecycle of e-discovery
activities and identifies roles and responsibilities of the e-discovery
team
• A playbook can also enable an organization to identify risks and
proactively prevent situations that might result in litigation.
Litigation Response Playbook
• To complied playbook
• Establish an inventory of policies and procedures for specific departments (Legal,
Records Management, IT).
• Draft policies for topics, such as litigation holds, document retention, archiving, and
backups.
• Evaluate IT tool capabilities such as e-discovery indexing, search and collection, data
segregation and protection tools as well as the unstructured ESI sources / systems.
• Identify and analyze pertinent legal issues.
• Develop a communication and training plan to train employees on what is expected.
• Identify materials that may be prepared in advance for tailoring to a legal case.
• Analyze vendor services in case outside services are required.
• Develop processes on how to handle a notification and keep the playbook current.
Litigation Response Data Map
• E-discovery often has a limited timeframe (e.g., 90 days). Providing attorneys with a
data map of the IT and ESI environment available can enable an organization to
respond more effectively
• A data map is a catalog of information systems. It describes the systems and their
uses, the information they contain, retention policies, and other characteristics.
Catalogs often identify systems of record, originating applications, archives, disaster
recovery copies, or backups, and media used for each
• The process of creating the data map will demonstrate the value of creating
Metadata as part of the document management process. Metadata is critical for
searching. It also gives ESI documents context and enables cases, transcripts,
undertakings, etc. to be associated with supporting documents
• An e-discovery data map should indicate which records are readily accessible and
which are not
 Document and
Content Governance
Information Governance Frameworks
• The Information Governance
Reference Model (IGRM) shows the
relationship of Information
Governance to other organizational
functions.
• The outer ring includes the
stakeholders who put policies,
standards, processes, tools and
infrastructure in place to manage
information.
• The center shows a lifecycle diagram
with each lifecycle component within
the color or colors of the
stakeholder(s) who executes that
component.
Govern for Quality Content
• Defining quality content requires understanding the context of its
production and use
• Producers: Who creates the content and why do they create it?
• Consumers: Who uses the information and for what purposes?
• Timing: When is the information needed? How frequently does it need
to be updated or accessed?
• Format: Do consumers need the content in a specific format for to meet
their goals? Are there unacceptable formats?
• Delivery: How will information be delivered? How will consumers access
the information? How will security be enforced to prevent inappropriate
access to electronic content?
Metrics
• Key Performance Indicators (KPIs) are both quantitative and
qualitative measures used to review organizational performance
against its goals. KPIs can be developed at the strategic and
operational levels. Some KPIs may be appropriate for both levels,
especially if they measure lifecycle functions or risks
• Records Management
• E-Discovery
• Enterprise Content Management (ECM)
Q&A