[AIIM18] Intelligent Information Management – Platinum Hit? Or Just Background Muzak?

Intelligent Information
Management
Platinum Hit?
Or Just Background
Muzak?
John Mancini, Chief Evangelist, AIIM

“People are very open-minded
about new things, as long as
they're exactly like the old ones.”
Charles F. Kettering

“Faced with the choice between
changing one's mind and proving
that there is no need to do so, almost
everyone gets busy on the proof.”
John Kenneth Galbraith

“I put a dollar in a change
machine. Nothing changed.”
George Carlin

1 -- Every organization is on – or should be on! – a
Digital Transformation journey. The heart of this
Transformation journey is understanding, anticipating,
and redefining internal and external customer
experiences.

2 -- Digital Transformation effectiveness is imperiled by
a rising tide of information chaos and confusion.

3 -- The rising tide of information chaos and confusion is
creating a demand for new information management
practices that extend beyond traditional ECM.

4 -- How organizations describe these new information
management practices is still evolving.

5 -- AIIM believes that four key Intelligent Information
Management practices or methodologies – and an
associated set of modular and configurable technology
building blocks – are critical to Digital Transformation
success.

Truly disruptive moments occur
once in a generation.

They occur when the cumulative
inertia of technology innovations is
standardized and disrupts business
models.

46
35
31
26
16
7
1873 -- Electricity
1876 -- Telephone
1897 -- Radio
1926 -- Television
1975 -- PC
1991 -- Internet
Technology Adoption – Years Until Adoption by 25% of
the US Population
Source: Singularity.com and The Economist

Moore's law --
the number of transistors in a
dense integrated circuit doubles
approximately every two years.

“There is no reason anyone
would want a computer in their
home.”
Ken Olson, 1977

Metcalfe's law --
the effect of a telecommunications
network is proportional to the square
of the number of connected users of
the system.

“Despite the euphoria of
Internet enthusiasts and
the hyped-up selling
palaver of some web
services providers, we
remain uncertain as to
the long-run substantive
benefits the Internet will
bring to businesses and to
individual users.”
--AIIM, 1996

So what’s next?
And why do things feel like another
wave of disruption is at hand?

Source: Stowe Boyd, Six Points on the Map of Emerging Technology

7.95
6.70
8.60
8.15
7.65
6.45
Cybersecurity
AI and machine learning
Cloud computing
Data analytics
Big Data
Internet of Things
Rate of Adoption of Emerging Enterprise Technologies
Source: Stowe Boyd, Six Points on the Map of Emerging Technology

How does this map into our
community?

Technology Change & Core Business Models
Over 53% of organizations
are “living on the edge” of a
potential serious disruption
in their business model.
17%
36%
20%
22%
6%
Completely agree
Somewhat agree
No opinion
Somewhat disagree
Completely disagree
My organization is concerned that we could
face serious disruption of our business model
in the next 2 years.
© 2018 AIIM - use with attribution permitted
2018 State of IIM, Overall N = 366

Digital Transformation – Hype or Reality?
81% of organizations
believe that “Digital
Transformation” is
“important” OR “very
important” to their
organization.
50%
31%
17%
2%
very important
important
somewhat important
not important at all
Rate the overall importance of Digital
Transformation to your organization.

Current Status of Digital Transformation
Only 20 months from 2020,
less than 1 in 5 organizations
are near where they want to
be re the core
Transformation challenge of
“understanding, anticipating,
and redefining internal and
external customer
experiences.”
3%
22%
29%
27%
15%
4%
don't care
planning, but haven't started
25% there
50% there
75% there
we're there!
Relative to where you want to be by 2020, where are you in
your overall Digital Transformation Journey to "understanding,
anticipating, and redefining internal and external customer
experiences"?

national bestseller
the curious incident
of the red bag
at XXX rent-a-car
a case management saga
by John Mancini

things that didn’t work
1 – called “customer service” – told to call branch or fill out web form
2 – called the branch – no answer
3 – filled out web form – “server not working”
4 – lather, rinse, repeat
SUNDAY

WEDNESDAY
•  AND 5 MINUTES LATER, a phone call…
•  Director Shared Services Operations at XXX Rent-a-Car
•  Sr. [insert ECM name] Consultant at XXX Rent-a-Car
•  VP of Global Enterprise Architecture at XXX Rent-a-Car
•  Senior Social Media Marketing Specialist at XXX Rent-a-Car

LATER THAN DAY WEDNESDAY AND STILL CONTINUING…

AND ON SATURDAY THE 2ND, 6 DAYS AFTER MY ORIGINAL TWEET…

Information Growth vs. Capability Improvements
Despite major
improvements in
information management
capabilities over the past
10 years, organizations
have only marginally kept
pace with the new wave of
“Big Content” challenges.
2018 2008
1=terrible 2.5% 1.5%
2 3.6% 5.5%
3 15.3% 13.0%
4 13.7% 15.2%
5 12.3% 18.7%
6 20.0% 19.8%
7 18.6% 15.9%
8 10.7% 7.0%
9 1.6% 2.5%
10 = excellent 1.6% 0.8%
Avg. 5.39 5.23
On a scale of 1 (TERRIBLE) to 10 (EXCELLENT), please rate the
overall effectiveness of your organization in managing,
controlling and utilizing electronic information.

Understanding rising content sprawl
The average number of
content systems in use
continues to rise; the
average number of systems
has grown by nearly 30%
over the past 5 years.
2018 2013
None 4.2% 4.9%
1 system 13.5% 20.7%
2 systems 29.3% 28.4%
3 systems 17.5% 20.5%
4 systems 11.6% 7.7%
5 systems 6.5% 8.7%
6 systems 3.4% 1.5%
7-10 systems 6.2% 3.6%
More than 10 systems 7.9% 4.1%
3.94 3.14
How many different Content Management/DM/RM suppliers/
systems does your organization currently use?

Content integration remains a challenge.
While most organizations
continue to increase the
number of content systems
they use, a rising portion of
critical business content (now
54%) remains OUTSIDE those
content management
systems.
2018 2013
0% 2.8% 2.7%
10% 5.4% 6.8%
20% 7.6% 8.3%
30% 10.1% 12.2%
40% 10.1% 8.6%
50% 10.8% 11.6%
60% 12.7% 9.8%
70% 14.6% 13.1%
80% 12.3% 10.1%
90% 13.6% 16.9%
Average % 54.4 53.5
What proportion of your unstructured content and information (excluding emails)
would you say is stored in enterprise systems (ERP, HR, Finance, CRM, Project
Management, LOB, etc.) INSTEAD OF in a Content Management/DM system(s) -- and
is not accessible through your Content Management/DM system(s)?

Status of Transition to the Cloud
In just 3 years, we’ve moved
beyond the cloud “tipping
point.”
Even for organizations that
were initially skeptical, for
over 8 in 10 organizations,
cloud capabilities now a key
part of the solution.
36%
12%
48%
4%
Moving towards the cloud
Moving towards on-premise
Moving towards a hybrid of cloud
and on-premise
Moving towards outsourcing
IN GENERAL, in which direction are your organization's
delivery/deployment methods for information management
changing over the next 12 months?

Changes in how content capabilities are utilized
For 70% of organizations, the
monolithic model
characteristic of the ECM era
has been replaced by a desire
to consume content
capabilities as needed – i.e.,
content services.
20%
50%
15%
14%
1%
Completely agree
Somewhat agree
No opinion
Somewhat disagree
Completely disagree
Our organization wants to pick only the information
capabilities we need for each process or application.

The core instability in IM practices
92% of organizations believe
that something needs to
change and that they must
modernize their information
management strategy.
64%
28%
2%
5%
1%
Completely agree
Somewhat agree
No opinion
Somewhat disagree
Completely disagree
Our information management strategy needs to be
modernized to meet modern problems.

Industry terms often more important to the sell-
side than the buy-side.
”Content Services” still
evolving as a substitute for
”ECM”– only 41% think it’s
an improvement – perhaps
users knew all along ECM
was something you do
rather than a market
segment.
15%
26%
19%
29%
10%
Completely agree
Somewhat agree
No opinion
Somewhat disagree
Completely disagree
Content Services is a better industry term than
Enterprise Content Management.

User receptivity to IIM
Despite newness of the
term, Intelligent Information
Management seems to
strongly resonate with 67%
of end users – not as a
market segment, but as a
description of set of best
practices and methodologies
key to Transformation.
6%
9%
18%
39%
28%
don't like it
can live with it
OK
good
great
Do you think the term "Intelligent Information
Management" is a good description of the practices and
methodologies key to Digital Transformation?

1 -- Modernizing the information toolkit.
2 -- Digitalizing core organizational processes.
3 -- Automating compliance & governance.
4 -- Leveraging analytics & machine learning.

MODERNIZING THE INFORMATION
TOOLKIT
cloud content mgmt
collaboration platforms
low-code platforms
integration & migration
DIGITALIZING CORE
ORGANIZATIONAL PROCESSES
RPA
BPM
intelligent capture
high volume & ECM
AUTOMATING COMPLIANCE AND
GOVERNANCE
RM
ediscovery & legal
compliance
blockchain
LEVERAGING ANALYTICS AND
MACHINE LEARNING
AI & cognitive
automated data recognition
Metadata and taxonomy
document classification & PII

40%
43%
17%
35%
10%
57%
15%
23%
58%
19%
23%
4%
19%
32%
31%
45%
cloud content mgmt
collaboration platforms
low-code platforms
integration & migration
RPA
BPM
intelligent capture
high volume & ECM
RM
ediscovery & legal
compliance
blockchain
AI & cognitive
automated data recognition
Metadata and taxonomy
document classification & PII
The 5 EXISTING areas consuming the most attention
$ plus people

47%
40%
37%
51%
Modernizing the information
toolkit.
Digitalizing core organizational
processes.
Automating compliance &
governance.
Leveraging analytics & machine
learning.
next 12 months plan to spend "more" or a
"lot more"

3.82
4.43
5.27
5.92
6.88
Below average Slightly below
average
Slightly better than
average
Better than
average
Much better than
average
Business effectiveness
On a scale of 1 (TERRIBLE) to 10 (EXCELLENT), please rate the
overall effectiveness of your organization in managing,
controlling and utilizing electronic information.

Viewing Content Through Different Lenses:
3 Challenges for Our Community

Lens #1
Big Content/Data + New Tools =
New Challenges
A challenge to our community.

Lens #2
Content AND Data, Not
Content OR Data

Lens #3
The Curse of Knowledge

“The data scientist has his ear to the business and his
eyes full on the data – the data entrepreneur has exactly
the opposite focus, eyes full on the business, ear to the
data.“
AIIM, 5 years ago

Incumbent
Disruption
per McKinsey

[AIIM18] Intelligent Information Management – Platinum Hit? Or Just Background Muzak?

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