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Introduction

Enterprise content management (ECM) is a well-established, mature technology area for the management of content, which is undergoing a period of refocus. New channels, devices, and ways in which employees work are all driving these changes.

Highlights

  • Organizations must change the way in which they work in order to support the demands of the millenial generation.

Features and Benefits

  • Assesses some of the technologies organizations need to implement in order to manage rapidly growing volumes of content.
  • Evaluates the benefits and competitive advantage that can be gained by managing content more effectively.

Key questions answered

  • How can content be better managed?
  • What delivery mechanisms should be used for content?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Consider mobile first in access to content

  • Employees need access to content anytime, anywhere
  • Web content management is now all about the customer experience

Paper cannot be eliminated, but it can be managed more effectively

  • There is still a generation that will continue to communicate with organizations using paper
  • Capture and scanning is a cost-effective solution to the issue of paper documents
  • Capture and scanning addresses many issues

Case management helps organizations to manage content-centric processes

  • Case management is content centric

Customer communications must cater to a wide range of delivery preferences

  • Customer communications is more than a system for producing bills
  • Forms creation should be considered in ad hoc communications

Appendix

  • Methodology
  • Further reading
  • Author

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