Keynote: 7 questions you should ask ‐‐and 21 data points you need to know ‐‐about paper reduction and process 

transformation 

2

• President, AIIM• Technology and

Association evangelist• Author:

– 8 Things You Need to Know series

– Information Chaos vs. Information Opportunity

– OccupyIT: A Technology Manifesto

– Content Management 2020– Digital Landfill blog

• @jmancini77

AIIM mission: Improve organizational performance by empowering a community of leaders committed to

information-driven innovation.

There have been five main eras in managing the people/process/information intersection.

Paper Micro-graphics ERP DM and

Workflow ECM

PaperPaper

Pre 1960s

Centuries of best practice

Documents at core

Archive focused

MicrographicsMicrographics

1960s & 70s

Small # of vendors;

paper proxy

Single HW technology

Defined user universe

ERPERP

1980s

Documents still often

paper

Sale to C-Suite

Expensive and complex

DM & WorkflowDM & Workflow

1990s

PCS, LANs, and

Documents

Mission critical

processes

Document specialists

ECMECM

2000s

Suites and acquisitions

“Enterprise” layer

SharePoint emergence

We are now beginning the transition to a sixth era in managing people, processes, and information caused by 3 disrupters.

Paper Micro-graphics ERP

DM and Work-flow

ECM ???

CONSUMERIZATION is transforming what users expect from applications and how we deliver them.

We are now in the era of user-centric IT.

CLOUD AND MOBILE are creating an expectation of anywhere, anytime access and transforming how we

engage with customers and employees.

THE INTERNET OF THINGS is generating massive amounts of new data and information, creating enormous new challenges and opportunities.

Mancini’s Law…

Organizations are systems of information networks. They only operate effectively when there are clear and predictable information flows within and between these networks.

50% annual growth in the volume of digital information means that these networks – and especially the points of connection between them – will become increasingly unstable.

Without intervention, the resulting #infochaos will threaten the viability of the entire system.

Traffic jam, Sao Paolo, Brazil, 2009

Welcome to the era of many ECM flavors.

Many flavors of ECM

Many flavors of ECM

Big process flows 

Big process flows 

Sync and share

Sync and share

Start with the MFPStart with the MFP

SaaSprocess silos

SaaSprocess silos

Customer Exp MgmtCustomer Exp Mgmt

Meat and potatoes Meat and potatoes 

Double down on SPDouble 

down on SP

Keep me out of jailKeep me out of jail

1 ‐‐Why should you care about paper reduction and process transformation?

The speed of business is accelerating.

68% say that business‐at‐the‐speed‐of‐paper will be “unacceptable in just 

a few years’ time.”

Paper problems at the core.

Only 17% work in a paper‐free office. 31% admit their office is piled high with paper documents and paper processes. 

Management still not focused on the problem.

39% feel there is a general lack of understanding of paper‐free options. 

2 ‐‐ In what kinds of processes can a focus on paper reduction generate quick wins?

Paper reduction yields quick results.

60% of users have seen ROI on their paper‐free projects within 12 months, 

and 77% within 18 months. 

Start with Accounting/Finance.

40% report that more than half of their invoices are delivered electronically ‐ but 35% agree that most get printed anyway. 

Eliminate paper at the door.

38% of users show an ROI from digital mailrooms within 12 months, and 60% 

within 18 months.

3 ‐‐Why is information “capture” and creation more than scanning documents into an archive?

Documents inevitably multiply.

On average, 35% of scanned documents are 100% born digital ‐‐ unchanged from printer to 

scanner.

The number and form of inputs accelerating.

40% ‐> “We deal with multi‐channel content in an ad hoc way.” 35% are likely to print electronic 

inbound info and process as paper. 

Capturing and managing inputs a key problem.

For 67% of respondents, half or more of their main LOB processes involve connecting multi‐channel content to one managed process. 

4 ‐‐ How is mobile changing how you capture and create process‐based content?

Mobile is increasingly 

core to business strategy.

Two thirds recognize the importance of mobile devices for content access 

and data capture. 

But mobile intentions don’t match mobile 

reality.

24% are not looking at any mobile projects and 39% are still in the 

planning stage.

New rich metadata sources.

Mobile data sources about in automatic metadata – where, when, 

and by whom.

5 ‐‐What is “case management” and why is it critical?

The repository problem not going away.

52% have three or more ECM/DM/RM systems. 22% have five or more (38% of 

the largest). 

Organizations lack a consistent strategy for 

customer info.

30% have some degree of integrated multi‐channel inbound communications, but only 5% are auto‐routing to multiple processes. 

Unpredictable process are the 

norm.

For 51% of the organizations polled, half or more of their business processes are not 

straightforward or predictable. 

6 ‐‐ How should you handle paper, mobile, on‐premise, and cloud information so you don’t get 

in trouble with the lawyers?

Even in advanced organizations, a lot of chaos still 

exists.

62% are still strongly reliant on their file‐shares.

A strategy and  infrastructure are the first 

steps.

75% agree that ECM/RM is a fundamental part of their information security regime. 

Creating an info strategy achieves 

TWO core objectives.

58% ‐> case handling very important to customer experience management. 67% ‐> for legal and regulatory compliance.

7 ‐‐ How should mobile/cloud change the way you develop content and deploy processes?

Get moving, or risk the business 

proceeding without you.

71% of individuals ‐> “Let’s move ECM content to the cloud.” ‐‐ For their organizations, 48% in favor of cloud, 28% resolutely against, and 28% with no 

decision made as yet.

There is a shift toward 

platforms with greater agility.

Per Forrester, “Firms are turning to new, ‘low‐code’ application platforms that accelerate app delivery by dramatically reducing the amount of hand‐

coding required. 

You need to get to the line of business people.

In 40% of organizations, line of business heads and departmental managers are deemed responsible for “radical process review” – despite variable 

expertise and motivation. 

Which of the following best describes your office or typical offices in your organization?Contracts, orders, booking forms, etc., are signed on paper 22%Faxes and PDF invoices are printed out before processing 11%Most of our important stuff is referenced and filed as paper 22%Our MFPs are used more for copying than scanning 6%Piled high with paper and paper processes 11%We regularly scan documents, but mostly for archive 28%

Would you say that the consumption of paper and/or number of photocopies in your organisation is?Decreasing rapidly 6%Decreasing somewhat 39%Increasing rapidly 6%Increasing somewhat 17%Stable 33%

In general, would you say that the amount of paper flowing through your business processes is increasing or decreasing?Decreasing rapidly 6%Decreasing somewhat 44%Increasing rapidly 6%Increasing somewhat 22%Stable 22%

How would you describe progress towards eliminating paper from your business processes?They mostly work OK with paper, so we leave them that way 6%We actively look at every process with a view to driving out paper 11%We have a number of paper‐free processes and will do more 22%We have evaluated removing paper from some of our processes 28%We have one or two of the most obvious processes paper‐free 33%

Let’s Meet Our Sponsors.

https://www.surveymonkey.com/r/AIIMSurvey

Definition:  “Content analytics is the act of applying business intelligence (BI) and business analytics (BA) practices to digital content. Companies use content analytics software to provide visibility into the amount of content that is being created, the nature of that content and how it is used.” 

Closing Keynote: 6 Steps to Process Improvement 

Nirvana

1 ‐‐ ECM is morphing into multiple flavors and solutions.

• Big process flows players• Sync and share players• It’s all about the MFP players• Start with a cloud app players

• Meat and potatoes ECM players

• Double down on SP players• Keep me out of jail players 

2 ‐ Adopt a process, not a technology, mindset.

• Look at how paper enters your business, where it slows things down, where it clogs up the workspace, and where it restricts information access and process flexibility.

3 – Think globally, act locally.

• Implement quick wins where electronic copies are being habitually printed as part of the workflow – for reference, for review, for signatures, or for file copies. If you have no existing paper‐free processes, pick one to trial – AP perhaps – but be careful not to produce a single‐point system with limited expansion.

4 ‐ Don’t try to do it yourself – or at least get some help.

• If you are unsure of your expertise, get a team member trained, or if you need some external input, consult a document process outsourcer and tap into their experience in your industry.

5 ‐ Be specific about your content strategy.

• Organizations at large scale will never rip out old systems and consolidate on a single one. Small organizations –especially those in green field environments – DO have an opportunity to standardize.  Neither strategy is good or bad, but you do need to pick one.

6 – Does your ECM solution still fit?

• Can your legacy systems REALLY handle rapid process iteration and process agility? 

• Are your current ECM systems are truly fit for purpose? 

• Or do you need to start over?

Where should knowledge workers put their “stuff” so that it is…

Secure, shareable, and searchable so the ORGANIZATION can accomplish its goals

and…Works the way they work and is useful to

THEM in getting THEIR job done.

New Paper Free Industry Study to be released October 20