Compliance

Clarity First. Clarity Always – Managing Marketing Content in the Life Sciences

life sciences marketing

Marketing from the Life Sciences industry is constantly under the spotlight. US state and federal governments have handed out some eye-watering fines to pharmaceutical companies for false claims. Yet, consumers, physicians and Life Sciences companies all want the same clarity and transparency in the information delivered. Life Sciences marketing management systems need to change before the industry loses its most important asset: stakeholder trust. Operating within any heavily regulated industry is challenging and the penalties for non-compliance are rightly severe. When people’s lives are at stake, it’s clear that the marketing information has to be reliable and trustworthy. A 2016 Public Citizen showing that pharmaceutical companies had paid over $35 billion in fines over the last 25 years demonstrates that these standards have not always been achieved. However, research suggests that the public retain high levels of trust in the marketing information they receive. Kantar Media suggests that 86% of adults have had some form of medical test and 66% have had an annual physical as a result of being exposed to TV advertising. In addition, Harvard University found that over three quarters of people felt that pharmaceutical companies did adequately explain the side affects and risks of their drugs. So, most people think that Life Sciences companies are doing the right thing. They just want to be sure they can rely on what they’re being told. The limitation of modern marketing systems This is where the marketing environments within many Life Sciences companies – especially large global organizations – are currently acting as an impediment. They are constraining the agility companies need in order to fully grasp the opportunities in innovation and market conditions. They are inhibiting the ability to deliver excellent and consistent customer experience in an increasingly omni-channel world. More importantly, the lack of end-to-end control and visibility across all marketing activity and assets leaves huge potential for the type of error or over-sight that can lead directly to huge fines. The situation is totally understandable. The last decade has seen an explosion of sales, marketing and creative solutions. The result is siloed marketing ecosystems where many solutions that are incompatible with each other. Sales enablement, marketing automation, social media management, creative production systems and more all handle vital, sensitive information – almost always without any centralized control. Project management systems are often localized and provide little or no integration into the other marketing and creative systems. Add to this the need to collaborate and share information with partners and external agencies – frequently on a country-by-country basis – and the full scale of the challenge becomes apparent. The holistic approach to Life Sciences marketing What is required is a change in thinking. Life Sciences companies have to move away from a project-based tactical approach to marketing – focused primarily on campaign delivery – to a more strategic approach around the effective management and optimization of all the company’s digital assets. OpenText calls this Marketing Content Management. Marketing Content Management enables a Life Sciences company to take complete centralized control of all its digital assets and marketing activities across the entire global organization and its extended marketing supply chains. It brings together all the disparate systems that currently form the marketing ecosystem and allows the organization to take a holistic quality approach to the marketing information lifecycle for the first time. Embedded analytics help companies assess the efficiency of their processes as well the effectiveness What is most important about this approach is the level of control that the company now has. It can now ensure that information is up-to-date and correct as it passes through the marketing process. Policies and procedures can be put in place to manage all digital assets from initiation to disposal. In addition, information can be securely shared with partners and agencies. The organization can ensure that everyone works to its standards and adheres to its policies. This delivers a new level of brand protection as the marketing department will have full visibility of how its marketing materials are amended and deployed by trading partners such as resellers and distributors. Marketing Content Management eases the burden of regulatory compliance on the Life Sciences marketing organization. It delivers the transparency and auditability that means the company can ensure the information within this marketing activities is correct and reliable – and it is easy to provide the information should a regulatory agency require. It is the foundation upon which customer trust can be built and maintained. Download our infographic on the 10 Best Practices for Life Sciences Marketing Content Management to take the first steps toward improving marketing quality and process harmonization.

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When Search Meets AI, It Takes You Further

AI

Many think of AI as human-like robots or human-sounding voices that interact with actual humans, but the real value of artificial intelligence may derive from what it’s doing behind the scenes. For example, when unsupervised machine learning (a species of AI) is applied to enterprise content, it can develop a deeper understanding of that content and deliver insights to humans in instantly valuable ways. Content is about more than mere words; it’s about how words interrelate. By analyzing the statistical co-occurrence of terms across enterprise content from a range of sources, machine learning forms sophisticated models that can take search much further. It can identify concepts, extract phrases, suggest better queries, and pinpoint internal SMEs with relevant expertise—whether or not their written profiles even reflect it. AI-infused search helps people find what they’re looking for, even when they’re not exactly sure what that is. This is what OpenText™ Decisiv is all about. “Asia Not Asia” Imagine that you’re looking to understand more about your business operations in Asia. Your first instinct might be to search your various data stores for documents containing “Asia,” but will that term necessarily appear in the most valuable content? For that matter, how many documents will list city, state, country, and/or continent? Without machine learning, you would need an exhaustive search taxonomy to address all these variations. When a Decisiv user types “asia,” the system instantly and automatically retrieves documents that (1) contain the word Asia and/or (2) are conceptually related to Asia. This not only casts a wider net, it provides results based on a more sophisticated relevancy analysis than simple keyword searching could hope to deliver. Typing in the seemingly illogical query “asia not asia” is illustrative; it shows the user content that is conceptually related to Asia, but doesn’t contain actually contain the term Asia—displaying only the documents found by unsupervised machine learning above and beyond keyword search. Concept grouping categorizes documents according to linguistic patterns that we humans have a hard time identifying across large volumes of data. Machine learning makes such conceptual analysis automatic and highly scalable, and humans get the benefit. Further Still Concept groups can also propel a researcher to new areas of useful content. By looking at a list of the key concept groups that appear in response to a search or metadata filter (along with the document counts for those groups) researchers can see an overview of the content that’s available, spot pertinent aliases, adjust their search terms, and include or exclude concepts to meet their objectives. Concept groups are displayed with characteristic labels (top words and phrases that appear in those groups) to easily provide a sense of what each group represents, and how useful it’s likely to be for a given search. Take Decisiv Action Register for OpenText’s annual user conference, Enterprise World, in Toronto this July to learn how AI-enhanced search can help empower your digital transformation. You’ll hear from top users of Decisiv Search and our other award-winning Discovery products how they’re leveraging machine learning for more effective enterprise information management. All humans welcome.

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Discovery Rises at Enterprise World

This summer will mark a full year since Recommind became OpenText Discovery, and we’re preparing to ring in that anniversary at our biggest conference yet: Enterprise World 2017! We’re inviting all of our clients, partners, and industry peers to join us for three days of engaging roundtables, interactive product demos, Q&A with experts, a keynote from none other than Wayne Gretzky, and—of course—the latest updates, roadmaps, and visions from OpenText leaders. Here’s a sneak peek of what to expect from OpenText Discovery’s track: The Future of Enterprise Discovery. We’ll be talking at a strategic and product-roadmap level about unifying Enterprise Information Management (EIM) with eDiscovery. New data source connectors, earlier use of analytics, and even more flexible machine learning applications are on the way! Introduction to eDiscovery. Our vision for the future of eDiscovery is broader than the legal department, and we’re spreading that message with sessions tailored for IT and data security professionals that want to know more about the legal discovery process and data analysis techniques. Why Legal is Leading the Way on AI. Our machine learning technology was the first to receive judicial approval for legal document review, and in the years since, we’ve continued to innovate, develop, and expand machine learning techniques and workflows. In our sessions, we’ll highlight current and future use cases for AI for investigations, compliance, due diligence, and more. Contract Analysis and Search. We’ll also have sessions focused exclusively on innovations in enterprise search and financial contract analysis. Join experts to learn about the future of predictive research technology and the latest data models for derivative trading optimization and compliance. Our lineup of sessions is well underway and we’ve got an exciting roster of corporate, academic, government, and law firm experts including a special keynote speaker on the evolving prominence of technology in law. Register here for EW 2017  with promo code EW17TOR for 40% off and we’ll see you in Toronto!

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The GDPR and Why Digital Marketing Will Never be the Same

We know that the General Data Protection Regulation is giving Compliance and IT some heartburn as these teams work to understand the GDPR’s new requirements and how it will affect their organizations. But perhaps the biggest impact will be to Marketing; specifically digital marketing, which will require a cultural shift that presents challenges, but for smart organizations, opportunities to succeed as well. Consent is king The days of implied, sneaky, and bundled consent are gone. Starting in May 2018, brands have to collect active consent that is “freely given, specific, informed and unambiguous” to be compliant with GDPR. Someone provided their email address to download a whitepaper? If they didn’t actively agree that it is okay to use their data to send marketing messages, it won’t be legal to add those email addresses to your mailing list. Also, because there is no “grandfather clause” for data captured before the GDPR, we expect to see lots of re-permissioning campaigns to establish clear consent to use the personal data they already hold. The GDPR will change how gated assets are used, how leads are collected, and how referral programs work. In other words, the method of “collect it now and figure out what to do with it later” will become a high-risk strategy. The challenge for marketers will be providing “granular choice” for consent in a way that is minimally intrusive and not detrimental to the customer experience. Legitimate interest is not a get-out-of-jail-free card The GDPR states that “legitimate interest” of a controller can provide legal basis for using personal information without obtaining consent (GDPR Article 6.1(f)). However marketers should use this clause with caution. Legitimate interest can only be invoked provided that there is “no undue impact” on data subjects. In other words, a business that intends to use personal information must balance its legitimate interest against the rights and interests of the individual and bears the onus for demonstrating such. Personalization…and privacy – consumers want it all A recent study found that 90 percent of consumers have privacy concerns, but also seek highly personalized and tailored customer service. Personalization is key to modern customer experiences and customers make purchase and loyalty decisions based on the level of individualized service they receive. This introduces a challenge for many businesses and marketers – in order to provide highly personalized offerings they need to have a better understanding of their customers’ needs, purchasing histories and attitudes. That means collecting, analyzing and managing customer data related to these preferences and behaviours. However, it has also been found that consumers have growing concern over their privacy and the use of their data. Marketers will have to find ways to comply with the GDPR while continuing to deliver the personalized products, services and customer experiences that their consumers demand. Pseudonymization – Marketing’s new hope? The EU has been explicit that the GDPR should facilitate – not inhibit – innovation within business. In fact the regulation calls out “freedom to conduct a business” as one of the fundamental rights it respects. The tracking and analyzing of consumer behaviors and preferences are valuable tools that marketers and sales functions rely on to be successful. The process of pseudonymization may provide a way for regulators and businesses to meet in the middle. The GDPR defines pseudonymization as “the processing of personal data in such a way that the data can no longer be attributed to a specific data subject without the use of additional information.” It is a privacy-enhancing technique where directly identifying data is held separately and securely from processed data to ensure non-attribution of that data to an individual. As it turns out, controllers don’t need to provide data subjects with access, rectification, erasure or data portability if they can no longer identify a data subject. Organizations should look to technology tools as means of pseudonymizing or masking consumer data and encrypting personally identifiable data, in combination with organizational process changes, to ensure compliance. It’s May 2018. Do you know where your personal data is? A majority of businesses have stated that they are not ready for the GDPR. A big reason for this is the potentially onerous requirement for organizations to be able to quickly assemble a data subject’s personal data upon request for purposes of erasure, rectification or export. According to a recent GRPR Readiness survey, only 26% of respondents currently keep an up-to-date register of the personal data they hold and the purposes for which they are used. If there was a time to get one’s arms around all the personal data they hold, what type of permission was obtained, and a governance structure to manage it, that time is now. Information classification schemes, data storage methods and records retention programs need to be reviewed to ensure that data portability, removal, or correction is not only feasible but efficient, if and when needed. How OpenText can help The GDPR is a game-changer for digital marketers and there will be challenges to overcome, however the game can change in their favor too. Yes the days of “data maximization” and blanket consent appear over. But it’s for those very reasons that the GDPR will lead to new marketing opportunities. The GDPR forces businesses to develop more thoughtful approaches to targeting and lead acquisition. Prospects who opt in are better qualified, more engaged and want to be marketed to. Because consumers have more control over how their data is used we’ll see better quality relationships between businesses and prospects. OpenText™ Enterprise Information Management (EIM) solutions help organizations meet regulatory requirements and should be central to your overall GDPR compliance and data protection strategy. According to Forrester, “77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience.” Utilizing Workforce Optimization solutions within our Customer Experience Management portfolio, we can provide sentiment analysis to help measure the effectiveness of your marketing campaigns; provide guidance on appropriate promotions to communicate based on whether or not the consumer has given consent. Learn more about our solution here. Stay tuned for our next blog post in April on “Disrupt Yourself – Personalized Marketing in the Age of GDPR”. You can also read some of our previous blogs on this topic: Five 2017 Compliance Challenges GDPR and EIM GDPR – Opportunity or Threat for B2B Discovery Analytics and GDPR

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Data Protection in the Information Age – What Questions Should I ask?

data protection

“Keep it secret, keep it safe” While most you, I hope, recognize this line from Peter Jackson’s Lord of the Rings, The Fellowship of the Ring, as Gandalf’s charge to Frodo regarding the One Ring, I submit this line represents the primary goal of information security in today’s age of information. The ocean of the blogosphere and twitter-verse is awash with wave after wave of the opportunities available to organization’s able to capitalize on their digital assets by harnessing the power of analytics engines, fed by robust business networking solutions. Check these blogs out for some wonderful examples. 2016 Data Breaches set records But these waters are not always safe.  Googling ‘2016 data breaches’ yields more than 5.6 million results in less than ½ a second. Bloomberg contributor Olga Kharif writes 2016 “was a record year for data breaches.” From the DNC, to LinkedIn; from the IRS to SnapChat; from Wendy’s to Yahoo; it’s clear that pirates sail the waters of the Information Age.  And the pirates may be getting bigger and bolder.  On Mar 22, the  WSJ reported  “Federal prosecutors are building cases that would accuse North Korea of directing one of the biggest bank robberies of modern times, the theft of $81 million from Bangladesh’s account at the Federal Reserve Bank of New York last year.” So how can today’s digital organization successfully navigate these waters?  How can CIO’s, CISOs, and other C-level executives be comfortable their own harbors won’t crumble under the next attack?  As more and more data inside the enterprise originates outside the enterprise, what about the defenses of those external harbors in one’s digital ocean?   More urgently as more and more business data applications move to cloud based solutions, what questions do I need to ask to be comfortable my data is kept both secret and safe? Questions to “keep it secret, and keep it safe” When evaluating current or prospective solution providers here are the basics questions you need to ask your provider, if not your own internal team, about how your data is secured. Will you show me you’ve thought about this before? This question goes to the Information security policies, certifications and audits in place.  Is there a framework of policies and procedures which include all the necessary controls in an organization’s Information Risk Management processes?   Are these processes certified against ISO 27001 or NIST etc.   Do you undergo regular external audits?  Can you provide copies of your SSAE-16 SOC1, SOC2, and/or SOC3 reports? Where is it? This question speaks both to network typology and architecture as well as to the physical and environmental controls of the locations where your data is stored and processed.  What firewalls are in place? Is there a DMZ?  Are proxies used to move data from the DMZ into the processing applications?  If stored is the data encrypted? How does it get there? This question speaks the controls surrounding data transmission.  Are secure protocols used? Is the actual data being sent also encrypted or digitally signed? Who can see it? This question speaks to access control.  The goal is the only the right people can see the right information at the right time for the right reasons. Here is where you want to ask if multifactor authentication is used?  Is there Data Leakage Protection in place? How do you know? What monitoring – automated and manual is in place?  Are access points secured by Unified Threat Management tools?  What about Intrusion Prevention?  What’s the process when an incident is detected, or even suspected? How do you keep up? The only constant in the information age is change.  From the amount of the data being created – IDC estimates the digital universe is growing at 40% per year – to the ever increasing and changing nature of cyber threats.  How does the organization stay current?  What is the policy and process for applying patches?  What level of technical debt is in place  (what version of the hardware and software components are in place) This is by no means an exhaustive list of questions, but these are some of the essential ones to ask.  And good answers to serve to keep the pirates at bay.

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General Data Protection Regulation (GDPR) – How can Customers use OpenText and SAP for Timely Deletion

GDPR

In part 1 of this blog, we discussed what the General Data Protection Regulation (GDPR) means for enterprises and how data and content, which is generated and stored in the course of day-to-day business processes in SAP is subject to this regulation. Our example was the incoming vendor invoice on paper, which is scanned, attached to the SAP transaction via ArchiveLink and then securely stored on the OpenText™ Archive Center. This paper invoice may contain a contact name of the supplier, a phone number, an email address, all data that when combined together could identify an individual, such as an employee of the supplier. This personal data is protected by GDPR. Let’s recap: Collecting and processing data is legitimate as long as it serves a justified purpose, as defined by GDPR, “if data processing is needed for a contract, for example, for billing, a job application or a loan request; or if processing is required by a legal obligation …” Justfied purposes for storing and retaining personal data include laws that govern retention of content, such as tax relevant data and documents, where retaining the scanned vendor invoice or a customer bill is not only justified but an obligation. BUT: When the legitimate reason for the procession has expired, the transactional data and the attached ArchiveLink document need to be deleted. In our example above, the scanned vendor invoice needs to be retained as long as taxation laws require, but be deleted just after this retention period, which is 10 years in Germany for example. This means that enterprises are advised to set up retention rules to govern the necessary retention AND put processes in place that will delete data and attached content in a timely fashion, when it is no longer needed, or when the justified purpose for retention has expired. Retention Management for SAP® Data and Related Content Neither OpenText nor SAP can provide legal advice or guidance in this matter, but they do offer software capabilities that help customers set up policies and procedures for retention and deletion of transactional data and attached content. The products that play together here are SAP® Information Lifecycle Management (SAP ILM) and OpenText™ Enterprise Content Management solutions for SAP: OpenText™ Archiving, Document Access and Extended ECM for SAP Solutions (see OpenText Suite for SAP). SAP ILM provides records management for SAP data and can also be configured to apply the same retention schedule to the attached SAP ArchiveLink documents. However SAP ILM itself does not provide the storage for data and documents but relies on ILM aware platforms for this purpose. OpenText Archiving, Document Access and Extended ECM provide the compliant ILM aware platform for ILM data files and ArchiveLink documents. These solutions store the content, enforce the retention and holds from ILM and pass it up to the hardware level, and, at the end of the lifecycle, execute the deletion request coming from SAP ILM. SAP ILM acts here as leading application for the retention management of SAP data and attached ArchiveLink documents. So far so good, if you only look at SAP data and attached ArchiveLink documents. Enterprise Wide Records Management However, personal information in business documents does not stop at the boundaries of the SAP applications. You will also have content outside SAP, which you want to retain and manage, put under records management and execute timely deletion when the reason for retention has expired. This is where Extended ECM for SAP Solutions comes into play. Extended ECM provides DoD certified records management for SAP ArchiveLink documents as well as NON-SAP content, which can be related to SAP business objects via the ECMLink module. A customer that wants to benefit from the DoD certified records management for documents can use Extended ECM for all unstructured content inside and outside SAP, whereas SAP ILM provides the records management for SAP data. If SAP ILM is to delete data which relates to Extended ECM content that has not yet expired, both solutions can synchronize, so that business documents in Extended ECM will not be orphaned by SAP ILM. At the same time, Extended ECM represents the ILM aware storage platform for SAP data and documents. So SAP ILM together with Extended ECM for SAP Solutions can manage the retention of data and unstructured content inside and outside SAP. Where to Find More Information Learn more about OpenText’s capabilities to support GDPR requirement by reading our other blogs here and here. You can also visit our main web site and learn how OpenText EIM offers capabilities that support customers to prepare for GDPR or listen to our webinar.

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Five Compliance Challenges Facing Your Organization in 2017

compliance challenges

2017 is turning out to be a tumultuous year for compliance. A combination of Brexit, a Trump presidency and the reform of EU privacy rules has put regulatory change and uncertainty back into the spotlight. Mega-size fines have returned too and compliance officers worry about personal liability more than ever. 1. The GDPR – the countdown is on If your company hasn’t familiarized itself with the General Data Protection Regulation (GDPR) yet you may already be behind. The GDPR was ratified in May 2016 and designed to bring personal data protection into the digital age. It imposes stringent requirements about how companies store and handle the personal data of EU citizens. The regulation will have far-reaching impacts – from how organizations obtain consent, use cookies on their website, to giving teeth to the right to be forgotten. Don’t think that, as this is EU legislation, that GDPR won’t affect you. It affects any organization that collects and stores personal data of EU citizens. With the GDPR becoming enforceable in May 2018, the countdown is on for organizations to prepare. The GDPR will impact more than just the Compliance team but indeed many other parts of the business. Key Steps An important first step is to have clarity of the personal data processing practices and content within your organization, including: • What personal data you process? • Where it is stored across the organization? • Who has access to it? • What consent has been provided and where it is documented? • Where it is transferred from and to (including to third parties and cross-border)? • How it is secured throughout its lifecycle? • Are there policies and processes in place to dispose of personal data? Visit OpenText GDPR to learn more about the regulation and how OpenText can help. 2. Pressure on the Compliance function not letting up Compliance officers have never had a higher profile than they do now but with great power comes great responsibility. Pressure on the compliance function has been steadily increasing and 2017 is no exception. For example, sixty-nine percent of firms surveyed in 2016 expected regulators to publish even more regulations in the coming year, with 26 percent expecting significantly more. In addition, personal liability appears to be a persistent worry. Sixty percent of survey respondents expect the personal liability of compliance officers to increase in the next 12 months, with 16 percent expecting a significant increase. In addition, with the GDPR comes the rare explicit requirement to appoint a qualified compliance role, the Data Protection Officer (DPO). Though the GDPR does not establish the precise credentials DPOs must have, it does require that they have “expert knowledge of data protection law and practices.” Key steps Compliance officers don’t need to be technology experts but need to know how to leverage governance, risk and compliance solutions to make their jobs easier. Other key steps include ensuring your policy framework is up-to-date and that staff understand and are trained their compliance responsibilities. Read the AIIM white paper and infographic: Managing Governance, Risk and Compliance with ECM and BPM. 3. A new administration means changes in regulatory priorities President Trump has been clear and consistent on his desire to reduce the amount of regulations in place. From financial services to the environment, compliance officers are bracing for the changes and what it will mean for them. Most industry experts agree that even where regulations are streamlined or reformed, there will be plenty of work for your team to do to address the vacuum left by previous regulations or to interpret the way the new regulations need to be applied. The picture may be uncertain at the moment but you can be certain that regardless, any changes means there’ll be work to do for your Compliance team. Key steps How do you prepare for the unknown? Many pundits advise wisely that it’s business as usual and not to re-draft policies and procedures just yet. Now’s a good time to evaluate your overall compliance program however. For example, if your organization does not have its regulatory information management house in order now is the time to clean up. Whether your firm is based in or works with the United States, the result of the potential changes to the regulatory landscape means that businesses will need to be adaptable in order to quickly take advantage of opportunities, mitigate risks, and stay in compliance. Learn about OpenText compliance solutions. Continue to read compliance challenges 4 and 5 on page 2.

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The 3 Most Asked Questions about Fax Technology in Healthcare

healthcare

Freshly back from HIMSS 2017, I spent some time reflecting on the rich conversations that I had with tradeshow attendees. These top three questions were so consistent among the conversations that I wanted to share them, just in case you missed them at HIMSS: Q: How are healthcare organizations using fax solutions to save costs or be more efficient?  A:  Two words: Simplify and Optimize. Fax and paper continue to dominate patient information exchange, accounting for as much as 90% of all exchanges. First, it’s important to simplify their faxing by eliminating the security and compliance risk of standalone fax machines and manual faxing and replace them with a secure, digital fax solution. This eliminates unnecessary paper and the costly, time-consuming task of manual faxing. Second, healthcare organizations should optimize their faxing by integrating their digital fax solution with Electronic MR systems, MFP devices, document management systems or other healthcare applications. By integrating electronic fax with the devices and applications they use the most, healthcare providers get access to the right patient information when they need it and where they need it. Q:  What trends are you seeing with fax technology in healthcare? A:  There are 2 major trends in healthcare today:  Fax volumes are rising (yes, you heard me right) and hybrid fax deployments.  First, fax volumes are rising.  As more patients enter the health system, attributed to more people having affordable access to healthcare and the healthcare needs of the aging population, fax volumes increase, too. The second trend is the shift to hybrid fax deployments, which combine an on-premises fax server with cloud-based fax transmission. Hybrid fax deployments are becoming more and more popular because they simplify existing on-premises fax server deployments and allow healthcare organizations to leverage the cloud for just the transmission of the fax. In addition to simplifying the deployment, the on-premises fax server keeps its integrations with EMR systems, MFP devices, and other healthcare applications and there is no change to the user experience or established patient information exchange workflows. Q:  Where is fax technology headed and how is OpenText innovating in healthcare? A:  As other forms of patient information exchange develop, such as Direct messaging and other forms of electronic exchange, it’s important that fax technology evolve to coexist with these new forms of exchange because fax is so deeply rooted in healthcare. When fax coexists with other forms of exchange, it allows healthcare organizations to begin to transition to new forms of exchange at their own pace, or as importantly, at the pace of other providers in the healthcare continuum, with minimal or no change to the user experience (or better yet, make the user experience better!). For example, OpenText has recently launched an innovative healthcare solution that combines fax and Direct messaging in a single solution, allowing healthcare organization to convert an outbound fax to a Direct message whenever possible with no change to how they send a fax today. I’m already looking forward to HIMSS 2018 and the great conversations we will have then!

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Regulatory Matters: Collaboration is key for Life (Sciences) in 2017 – Part Two

Regulatory

The Life Sciences sector is very innovative. The Boston Consulting Group found that almost 20% of the world’s most innovative companies came from the sector. In fact, PwC suggests that Healthcare will surpass Computing as the largest industry by R&D spend by 2018. Shining a light on the innovation paradox Yet, for all the effort, there is still a lack of new products. Last year marked a six-year low for new drug approvals by the FDA. The rise of treatment-resistant superbugs has shone a light on the fact that there hasn’t been a completely new antibiotic for over 30 years. The poor return on R&D investment explains the paradox between innovation increase and new product decrease. Deloitte found that returns on research and development investment at the top 12 pharmaceutical companies fell to just 3.7 percent in 2016 from a high of 10.1 percent in 2010. While many Life Sciences executive remain upbeat about the development of new medicines, it’s clear that two factors will drive success: achieving improved operating efficiencies internally and creating more strategic alliances externally. The Internet of Things will increase the focus on cybersecurity In 2014, the Financial Times found that cyber security for the healthcare and pharmaceutical industries worsened at a faster rate than any other sector. As the sector becomes more and more IT driven in terms of innovation, R&D and manufacturing, cyber crime has been increasing in areas such as intellectual property (IP) theft, international espionage and denial of service attacks. As the sector looks to embrace digital transformation and the Internet of Things (IoT), cyber security is likely to be top of every CIOs priority list. The trend towards preventative and outcome-centric models relies on the ability to monitor and measure the health of individual patients. Whether wearables or other intelligent medical devices, the requirement for some form of online connectivity creates a vulnerability. At a recent cyber security conference, experts showed how items such as an insulin pump can be hacked. This represents a real threat to the individual but also raises the possibility of devices such as pace makers being used to launch denial of service on other targets. Addressing cybersecurity concerns, the FDA has issued guidance to medical device manufacturers to mitigate and manage cybersecurity threats. The excitement around IoT has to be tempered with the need to deliver water-tight security. This stretches way beyond the ability to gain access to user devices. It has to encompass data in transit and the management and storage of data within the life sciences company itself. Security-by-Design – built into all OpenText solutions – will become a foundational element of every part of the IT infrastructure for healthcare and pharmaceutical companies. Achieve operational efficiencies to improve margin and time to market With the focus firmly on value-based medicine, personalized care and population health, the Life Sciences sector is experiencing new levels of convergence and collaboration. Companies have begun to transform their business operations through collaborative product development and new service development. The ‘not invented here’ model is no longer appropriate for increasingly complex and expensive product lifecycles. As Deloitte points out: “Collaborating throughout the product development lifecycle is becoming an increasingly common and effective way for biopharma and medtech companies to offset mounting R&D costs, funding shortfalls, increasing disease complexity and technology advances”. In 2017, life sciences companies are transforming their traditional, linear supply chain into a supply chain of dynamic, interconnected systems that integrate their ecosystem of partners. This new supply chain modality allows organizations to extend their value chain beyond product development into the enablement of care in an increasingly outcome-based healthcare environment. By creating a secure, open and integrated supply chain, organizations are able to reduce cost, increase quality and manage risk across the partner ecosystem. It provides the foundation to quickly and easily extend the partner network for Life Sciences. As you evaluate your business strategies and priorities over the next 12-18 months, collaboration with trusted partners like OpenText can prepare your organization for the challenges ahead. Contact me at jshujath (@opentext.com) to discuss how we can help. If you missed the first blog in this two part series, you can view it here.

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General Data Protection Regulation (GDPR) – What is it and how Does it Impact Enterprise Information Management

GDPR

In May 2016, a new EU Regulation and Directive was released to govern the protection of personal data, the General Data Protection Regulation (GDPR). It will enter into force after a two year grace period in May 2018. This is just little more than one year to go and enterprises need to get active to evaluate what it means for them and how they need to prepare. As stated on the European Commission website: “The objective of this new set of rules is to give citizens back control over of their personal data, and to simplify the regulatory environment for business.” Data protection laws are nothing new in the European Union. However, the new GDPR rules presents some significant impacts and changes to current data privacy regulations. For one, what used to be a directive, is now a regulation with full force of the law, valid across all EU countries. And despite BREXIT, the UK government has confirmed that UK will implement GDPR (read the UK Information Commissioner’s blog on this topic). The other important aspect is that GDPR now imposes substantial fines upon individuals and enterprises that do not adhere to the law. Minor breaches will be fined up to 10 Million EURO, or up to 2% of the total worldwide annual turnover of the preceding financial year for a business, whichever is higher. Major breaches will be fined up to 20 Million EURO, or up to 4% of the total worldwide annual turnover of the preceding financial year for a business, whichever is higher. And it should be re-emphasized that the turnover is not just the turnover of the EU located part of the enterprise, but the worldwide turnover of the enterprise. Protecting Personal Data of EU Citizens – What does that mean? As GDPR protects the personal data of the citizens of the European Union, it imposes duties upon enterprises, that collect and manage personal data. These entities are called “Data Processors”. Data processing entities located in the EU are subject to GDPR, but also companies outside the EU that process personal data of EU citizens. So the regulation also applies to non-EU enterprises: EU GDPR requires compliance outside of the EU as well (EU GDPR applies for non-EU companies with contact points to the EU). Collecting and processing data is legitimate as long as it serves a justified purpose, as defined by GDPR, for example “if data processing is needed for a contract, for example, for billing, a job application or a loan request; or if processing is required by a legal obligation …” Such justified purposes for storing and retaining personal data are, for example, laws that govern retention of content, such as tax relevant data and documents, where retaining the scanned vendor invoice or a customer bill is not only justified but an obligation. What is the relevance of GDPR for Day-to-Day Business Processes? There is personal data processed and stored during the course of day-to-day business processes that relates to business partners, such as customers and suppliers, in the procure-to-pay processes as well as order-to-cash process. To give some concrete examples, let’s now take a look at an enterprise that uses SAP ERP to manage their processes and OpenText to attach business documents to these processes. It is of course not just about the data created and stored in the SAP database of the leading enterprise application (ERP, CRM, …), it is also about the business documents that are captured during this process. Take for example, an incoming vendor invoice on paper, which is scanned, attached to the transaction via ArchiveLink and then securely stored on the OpenText™ Archive Center. Or in the example of an order-to-cash process it an incoming sales order and delivery note to a client, which are linked to the SAP order and stored in OpenText. May 2018, GDPR will start to apply following a two-year transition period to allow the public and private sector get ready for the new rules. So how should enterprise prepare and get ready for GDPR? With regards to aspects of storing personal data for a justified purpose, enterprises need to set up policies and procedures – not only to retain content as long as they are obliged to do by law such as taxation or product liability laws, but also to delete content in a timely fashion when it is no longer needed respectively the justified purpose for retention has expired. Learn more about OpenText’s capabilities to support GDPR requirement in the SAP environment in a forthcoming blog post, and also by reading our other blog entries here  and here. You can also visit our web site and learn how OpenText EIM offers capabilities that can support customers to prepare for GDPR or listen to our webinar.

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Regulatory Matters: Collaboration is key for Life (Sciences) in 2017 – Part One

Life Sciences

Life Sciences, like life itself, is constantly evolving. The rigid, product-based environment of complementary but discrete healthcare specialists is rapidly being replaced with a fluid ecosystem where growing and global value chains and strategic alliances drive innovation and price competitiveness. Secure collaboration is key as Greg Reh, Life Sciences sector leader at Deloitte says: ” All of the pressures that life sciences companies are under, be they cost, regulatory or operational, in some way shape or form can be de-risked by adopting a much more collaborative approach to R&D, to commercialization, to manufacturing and distribution”. As increased collaboration touches every part of a Life Sciences business, there are a number of trends that will affect most companies during 2017. Prepare for uncertainty in the compliance landscape There has been a great deal written about the affect that the Trump administration will have on regulatory compliance.  Amid all the uncertainty, Life Sciences companies can’t take a ‘wait and see’ attitude. One thing we do know for certain is that new legislation and regulations will keep coming. Whether the pending regulations on medical devices in the EU  or MACRA  (the Medicare Access and CHIP Reauthorization Act) in the US, regulatory change does not stand still – not even for a new president! We also know that there is greater focus on enforcement. According to law firm, Norton Rose Fulbright, almost one third of all securities class actions in the US in 2016 were against Life Sciences companies, a figure that had risen in each of the previous three years. The company noted that 56% of claims in 2014 were for alleged misrepresentations or omissions. In response, companies have been placing focus on effective marketing content management to develop appropriate quality control on promotional and advertising materials. In addition, enforcement is becoming more stringent is areas such as TCPA and FCPA – where last year the global generic drug manufacturer Teva International agreed to pay $519 million to settle parallel civil and criminal charges. Within extended value chains, compliance becomes an increasingly collaborative process to ensure that information is available to the regulators. However, in compliance, collaboration is working both ways. Life Sciences companies need to be more collaborative as global regulators and enforcement agencies are already cooperating with each other. As global regulators and agencies share information and work together, it becomes even more important to manage compliance risk across the organization and beyond. Consumer price sensitivity continues to drive value-based pricing models According to Statista, the sales of unbranded generic drugs almost doubled between 2005 and 2015. In Japan, the government has an objective of substituting 80% of branded drugs with generics by 2020. There is increasing price sensitivity within both the buyer and regulator communities. Within many economies, the depressed fiscal environment limits the potential for healthcare spending. Governments and insurance companies want to shift payment for product sales to patient outcomes. In fact, the U.S. Centers for Medicare and Medicaid Services (CMS) wants 90% of all Medicare payments to be value-based by 2018 . This value-based pricing model places extra burdens on drug companies but also offers opportunities for the organzations to maintain the profitability within branded drugs. It provides the opportunity to look ‘beyond the pill’ to look more at the patient and what they’re doing. This requires end-to-end evidence management systems that exploit the masses of data created through managing patient outcomes to deliver value-added services around patient wellbeing, rather than simply selling more or more expensive drugs. At OpenText, we would expect most digital transformation efforts to include an element to enable the correct environment for value-based pricing, especially as operational efficiencies and time to market are improved. Part Two of this blog is available to read here.

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Why Lawyers are Adopting AI Faster Than You

AI

When you think of bold, innovative users of transformational technology like artificial intelligence (AI), you naturally think: lawyers. It’s obvious, right? Risk-averse, measured, charge-by-the-hour, brick-and-mortar professionals that parse the written word (“Heretofore? No, hitherto!”) and deliver cautious, nuanced advice (“I didn’t hear your question, but regardless my answer is: It depends.”). Who better to make practical use of today’s cutting-edge AI? (“Alexa, draft an amicus brief in support of my motion in limine. Please.”) Lest the irony be missed, the legal industry is deservedly notorious for being a technological step or two—or more—behind its clients. Yet law firms and savvy corporate legal teams have been pioneering the use of artificial intelligence since the last decade. There is not a litigator of note today that hasn’t heard of Predictive Coding or Technology Assisted Review. These terms refer to the use of machine learning to mimic an attorney’s decision-making in the context of legal discovery, the process of identifying and reviewing up to millions of documents to determine which must be produced to the other side in litigation or an investigation. Predictive Coding can mean dramatically faster and more accurate document analysis and review. Why are lawyers leveraging AI for document review? Big Data: The growing amounts and kinds of data generated by workers—in office programs, cloud apps, chat systems, shared workspaces—means an ever-increasing challenge for legal and compliance officers. To them, all of this work product is potential evidence. Bigger cost: Of the more than $200B spent on litigation across the US annually, 70% is spent on discovery, and 70% of that discovery spend goes to document review. So, anything that can accelerate or reduce review means substantial savings for corporate clients. Irrelevant content: No one likes reviewing irrelevant data. (Imagine if you had to carefully read your junk email before deleting it.) Front-loading relevant content makes document review more engaging for attorneys, which improves their productivity and accuracy. The need for speed—to insight: Over 95% of civil cases settle, as the uncertainty and cost of a trial is generally to be avoided at nearly all costs. Finding the evidence that proves or disproves your liability early on is key to negotiating a favorable settlement. Think Netflix or Pandora on steroids. Predictive Coding is about finding more like this, where this is a piece of unstructured data (an e-mail, slide deck, letter, memo, etc.) and the more like are documents that are conceptually similar—even though they may not contain the same words that made this relevant in the first place. Documents that are similar in concept but use substantially different language can be equally significant for litigation and investigations. That’s why Predictive Coding goes far beyond traditional Boolean keyword search. To enable Predictive Coding, the system performs statistical analysis on the co-occurrences of all the words in each document ingested, even across millions of documents. It then creates sophisticated models around a handful of documents judged by attorneys to be relevant to the issue under review. It looks across the data set and finds more documents closely related to those models and suggests them to the attorneys for priority review. As attorneys review the suggested documents and label them relevant or irrelevant, the system gets smarter, refining the document models for even better results in the next round. With Predictive Coding, attorneys can find virtually all the relevant content in a data set by reviewing just 10-30% of it, shaving off weeks or months of tedious review and surfacing critical evidence far faster. What OpenText is doing about it: In 2016, OpenText acquired Recommind, a pioneer in advanced analytics for the legal industry for over 15 years. With unparalleled Predictive Coding and other unique capabilities, OpenText™ Discovery Suite helps enterprises discover what matters in their data—faster and more accurately. 2017 is poised to be a banner year for legal technology, as awareness and experience with Predictive Coding are approaching critical mass. Our vision is to see machine learning used to add value to every matter, on virtually every data set. After all, who better to drive technological innovation than your venerable counsel?

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Westpac Bank Automates and Speeds Up Regulatory Reporting with OpenText Analytics

Westpac

When Westpac Banking Corporation was founded in 1817 in a small waterfront settlement in Australia, banking was rudimentary. Records were kept with quill pens in leather-bound ledgers: Pounds, shillings, and pence into the cashbox; pounds, shillings, and pence out.  (Until a cashier ran off with half the fledgling bank’s capital in 1821, that is.) Now, exactly 200 years after Westpac’s parent company opened its doors, it’s not only the oldest bank in Australia but the second-largest, with 13 million customers worldwide and over A$812 billion under management. Every year it does more and more business in China, Hong Kong, and other Asia-Pacific nations. The downside to this expansion is: More forms to fill out – managing the electronic and physical flow of cash across national borders is highly regulated, requiring prompt and detailed reports of transactions, delivered in different formats for each country and agency that oversees various aspects of Westpac’s business. These reports require information from multiple sources throughout the company. Until recently, pulling out and consolidating all these complex pieces of data was a manual, slow, labor-intensive process that often generated data errors, according to Craig Chu, Westpac’s CIO for Asia.  The bank knew there had to be a better way to meet its regulatory requirements – but one that wouldn’t create its own new IT burden. A successful proof of concept led to Westpac adopting an information management and reporting solution from OpenText™ Analytics. To hear Chu explain how Westpac streamlined and automated its reporting process with OpenText™ iHub and Big Data Analytics, and all the benefits his company has realized, check out this short video showcasing this success story.  (Spoiler alert: Self-service information access empowers customers and employees.) If you’d like to learn more about what the OpenText Analytics Suite could do for your organization, click here.

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A Duty to Safeguard Client Content

safeguard client content

We’ve all read the headlines. Security breaches continue to shock us for their magnitude and reach—from reports on hacking of Democratic National Convention (DNC) email servers during the 2016 presidential election; to the reported theft of more than 1 billion Yahoo account holders in December. The impact of a breach can be significant. And, not just for the clients—whose loss of personal information can make them vulnerable to financial loss—but also for the organizations who have failed to safeguard that information. A Measured, Disciplined Approach Digital security is complex and requires a multi-pronged approach. One part of this approach is provided by Enterprise Content Management (ECM), which many consider a “must have”—a foundational technology to safeguard sensitive digital content, while ensuring it remains readily accessible for day-to-day operations. At the core of every ECM solution is a Document Management repository—providing a secure home and a structured approach for saving, managing, and governing digital content. Content in the repository is protected by system-wide security and varying levels of more granular security. The ability to securely access content anytime, anywhere by mobile devices is key, as is the ability to check out and securely share content externally in the cloud. User Adoption is Essential Solutions for securing content are only as good those who use them—and many choose not to. Hyperion Research tells us that in the average ECM-enabled legal organization, for example, only 70 percent of users actually use the system. The rest store content however and wherever they like—on desktops, in file shares, in unsanctioned, poorly secured cloud file-sharing repositories. Ethical Reasons to Safeguard Client Content Everyone gravitates to what is easy; to the path of least resistance. In the end, however, the decision to safeguard client content can be considered an ethical or moral one. Lawyers, in particular—regardless of whether they are employed by law firms, in government, or in legal departments of organizations across varying industries—have a professional duty to safeguard client content or “property”. The American Bar Association, for example, requires that lawyers safeguard client property in their possession by holding it separate from their own property to prevent co-mingling (ABA, section 1.15). It is generally accepted that files and documents belong to the client, not the firm. In addition, lawyers must maintain client property in a way that is not only secure, but also readily available and retrievable over time. Complying with Regulatory Requirements ECM solutions are purpose-built to meet these fiduciary requirements, as well as applicable regulatory requirements—and not just for legal, but for firms in many industries. If employees don’t effectively maintain client information they may compromise ethical obligations to safeguard client property and also increase their firm’s exposure to compliance risk. In the end, those firms will have a tough time demonstrating compliance with HIPAA. They’ll have difficulty securing documents in compliance with ISO 27001, Sarbanes-Oxley (SOX), and countless other regulations. Client information is a valuable commodity and a growing target for theft. Hacking techniques are constantly evolving. Regulations are growing to protect that information. We all have an obligation to ensure the safe, secure management of client information, and with ECM solutions like eDOCS, securing content is not only possible, but easier than ever. More information is available here.

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Telco Accessibility 101: What’s Now Covered by U.S. Legislation

telco accessibility

In a word, everything. Name a telecommunications product or service and chances are it has a legal requirement to comply with federal accessibility laws. Let’s see… Mobile connectivity services for smartphones, tablets, and computers? Check Smartphones, tablets, and computers? Check Internet services (e.g., cable, satellite)? Check Television services (e.g., cable, satellite, broadcast)? Check Televisions, radios, DVD/Blu-ray players, DVRs, and on-demand video devices? Check Email, texting, and other text-based communication? Check VoIP communications and online video conferencing? Check Fixed-line phone services? Check Fixed-line telephones, modems, answering machines, and fax machines? Check Two tin cans attached by a string? Check All of these products and services are covered by U.S. accessibility legislation (except the cans and string). What laws are we talking about here? Mainly Section 255 of the Telecommunications Act of 1996, for products and services that existed before 1996, and the Twenty-­First Century Communications and Video Accessibility Act (CVAA) of 2010, which picked up where Section 255 left off, defining accessibility regulations for broadband-enabled advanced communications services. Web accessibility legislation, while not telco-specific, is also relevant. The Americans with Disabilities Act (ADA) doesn’t explicitly define commercial websites as “places of public accommodation” (because the ADA predates the Internet), but the courts have increasingly interpreted the law this way. Therefore, as “places of public accommodation,” company websites—and all associated content –must be accessible to people with disabilities. For more insight on this, try searching on “Netflix ADA Title III” or reading this article. (By the way, a web-focused update of the ADA is in the offing.) Last but not least, we come to Section 508 of the Rehabilitation Act, which spells out accessibility guidelines for businesses wanting to sell electronic and information technology (EIT) to the federal government. If your company doesn’t do that, then Section 508 doesn’t apply to you. What this means for businesses Not unreasonably, telecommunications companies must ensure that their products and services comply with accessibility regulations and are also usable by people with disabilities. This usability requirement means that telecom service providers must offer contracts, bills, and customer support communications in accessible formats. For product manufacturers, usability means providing customers with a full range of relevant learning resources in accessible formats: installation guides, user manuals, and product support communications. To comply with the legislation, telecommunications companies must find and implement cost-effective technology solutions that will allow them to deliver accessible customer-facing content. Organizations that fail to meet federal accessibility standards could leave themselves open to consumer complaints, lawsuits, and, possibly, stiff FCC fines. Meeting the document challenge with accessible PDF Telecommunications companies looking for ways to comply with federal regulations should consider a solution that can transform their existing document output of contracts, bills, manuals, and customer support communications into accessible PDF format. Why PDF? PDF is already the de facto electronic document standard for high-volume customer communications such as service contracts and monthly bills because it’s portable and provides an unchanging snapshot, a necessity for any kind of recordkeeping. But what about HTML? Why not use that? While HTML is ideal for delivering dynamic web and mobile content such as on-demand, customizable summaries of customer account data, it doesn’t produce discrete, time-locked documents. Plus, HTML doesn’t support archiving or portability, meaning HTML files are not “official” documents that can be stored and distributed as fixed entities. Document content is low-hanging fruit Document inaccessibility is not a problem that organizations need to live with because it can be solved immediately — and economically — with OpenText’s Automated Output Accessibility Solution, the only enterprise PDF accessibility solution on the market for high-volume, template-driven documents. This unique software solution enables telecommunications companies to quickly transform service contracts, monthly bills, product guides, and other electronic documents into WCAG 2.0 Level AA-compliant accessible PDFs. Whatever the data source, our performance numbers are measured in milliseconds so customers will receive their content right when they ask for it. OpenText has successfully deployed this solution at government agencies, as well as large commercial organizations, giving them the experience and expertise required to deliver accessible documents within a short time frame, with minimal disruption of day-to-day business. Fast, reliable, compliant, and affordable, our automated solution can help you serve customers and meet your compliance obligations. Learn more about the OpenText™Automated Output Accessibility solution.

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OpenText Live Webinar Series – Upcoming Schedule

OpenText Live Webinar Series

We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get swept up into the hustle and bustle of this “most wonderful time of the year,” we at OpenText™ Live invite you to check out a few webinars that we have lined up for November and December. With the latest release of OpenText™ Release 16 Enhancement Pack 1 (EP1), our Experience Suite has undergone major changes with the additions of powerful Customer Communications and Experience Management solutions such as TeamSite, Exstream, MediaBin, Qfiniti, Explore and more! These enhancements mark the revolution of customer communications in the digital world, and we want to give you an exclusive first hand look into what these solutions can offer your business. November 15: OpenText™ ECM Content Migration (11:00AM EDT) Need help migrating ECM content? OpenText partner FME demonstrates best practices in this webinar. We’ll show you: – Migration and upgrade best practice pathways to OpenText™ Content Suite 16 – Cost savings with migration-center for your content migration – A short live demo Register here November 29: Convert Correspondence into Engagements with OpenText™ Communications Center (11:00AM EDT) Learn more about OpenText Communications Center and its enhanced interactivity with other OpenText product suites including Content Suite, Process Suite, Business Network and Analytics. Turn engagement into insight. Register here December 1: What’s New in OpenText™ Digital Asset Management? (11:00AM EDT) What’s new for OpenText Digital Asset Management (DAM) and the Enhancement Pack 1 (EP1) release? If you’re using Media Management or MediaBin, you’ll want to check out this session to find out what our Product Management team has in store. Learn about the latest features and product strategy. Register here December 6: The Latest Innovations in Exstream 9.5 and Delivery Manager 3.0 (11:00AM EDT) Join us for an overview of Exstream 9.5 which was announced late September and Delivery Manager announced in October. Product experts will be showing live demonstrations. Register here December 8: Syntergy Content Sentry: The Next Generation of Data Loss Prevention (11:00AM EDT) OpenText partner Syntergy will demonstrate a new Data Loss Prevention (DLP) solution for OpenText™ Content Server. The capabilities of this powerful solution allow it to learn what constitutes normal activity for users and what alerts or triggers automated policy reactions when suspicious activity is detected. Register here  December 13: How the Contact Center is Driving the Customer Experience (11:00AM EDT) Attend this session to learn more about OpenText™ Qfiniti and how Workforce Optimization (WFO) solutions are monitoring the customer experience through call recording, coaching employees, measuring the Voice of the Customer (VoC), and leveraging powerful analytics to make every interaction the best it can be. Register here December 15: OpenText™ CEM Strategy Update for WCM Products (11:00AM EDT) We’re creating a powerful new Website Content Management platform, and we want you to learn all about it. With the release of Enhancement Pack 1 (EP1), the WCM platform welcomes OpenText™ TeamSite to the mix, rounding out an effective customer communications program that surpasses the industry standard. Register here The OpenText Live team is committed to delivering content that keeps you updated on the latest OpenText product releases, trends and demands within the digital world as well as demos that exemplify the best solutions features for your business. Communicate directly with the experts and receive the technological know-how for implementing and managing your OpenText products. All of our webinars are recorded and available to registered customers at My Support. Visit our website for more information or sign up to receive weekly invitations to our webinars.

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Fighting Fraud Through Better ECM

Fighting Fraud

Headlines these days often point to data security cases such as the breach at Yahoo!, affecting millions of users. But in the financial services industry, including insurance, it’s not just about data theft. It’s about fraud. As we continue to drive implementations of InfoArchive, there is a very positive use case emerging that I think is worth blogging about – fraud detection. In particular, the ability to search many content types to perform forensics and analysis. This can turn up insider employees siphoning funds, or external parties manipulating processes for financial gain. Either way, the ability to digitize content and leverage it to protect yourself seems an essential skill in our digitally-transforming economy. How can you get started? Here are three suggestions:  1 – Capturing Content Take a look at your current methods for capturing content as it comes into your organization. Are applications filled out online? Is there a bot on your web site asking for information? Are you using webcams and video, or online voice collaboration? Don’t forget to consider how and where smart phones or devices can be leveraged for first point of capture. Understanding how your stakeholders naturally communicate with your enterprise may turn up new types of content formats. Assessing these for today’s use, then projecting where you expect interactions to grow – say, more voice-collected information – can solidify your requirements. This can help your architects better align recognition, extraction, and classification technologies to fit your fraud detection use case. 2 – Retaining Content One of many reasons I love the idea of extreme archiving is that the right content is always there when you need it. Nothing is worse than detecting some type of financial fraud, and finding you have no pools of content or history to investigate it and recover damages. Regulatory compliance will require you retain content long-term, so might as well leverage the same effort for multiple benefits and use cases. Start by designing a content retention component into your content management strategy. Consider disaster recovery needs and compliance requirements, and the content formats you discovered in step one above. 3 – Searching Content Perhaps one of the most important considerations for the use case of fraud detection is search and query capabilities. It’s one thing to be smart about what content you can find and save, and quite another to search it quickly when something serious happens. (Just ask Bangladeshi bank officials, who realized only too late they had transferred billions of dollars to hackers). Consider where your investigators may be physically located, and what types of devices they may use to query your content. Of course, run through multiple scenarios to ensure the right combination of content format, syntax, language and other search nuances are available to aid in their investigation. Fortunately the financial services sector is already investing in fraud prevention methods. Considering OpenText as part of your fraud detection strategy can deliver a solid ROI on content management solutions, while reusing the capture, retention and search tools you need anyway for managing regulatory compliance. How are you leveraging OpenText for business benefits such as fraud detection? Share your feedback below.

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Announcing…The First Cloud Fax Solution Built Specifically for Healthcare

cloud fax

Faxing remains one of the top methods of patient information exchange in healthcare. Despite this dominance, healthcare providers continue to use fax solutions – most notably fax machines – that are a security risk, inefficient and disruptive to workflows, and especially aren’t designed for the unique needs of the healthcare industry. Today, OpenText announced the launch of OpenText™ Fax2Mail for Healthcare, the first cloud fax solution built specifically for the US healthcare industry. This new solution, which combines the reliability of OpenText cloud faxing with an easy-to-use, intuitive portal powered by Kno2TM, brings patient information exchange and clinical workflows together in a single solution. Improving patient information exchange, starting with cloud faxing First and foremost, isn’t it time to get rid of fax machines? The first step is to get providers to move away from paper-and-toner faxing to a digital form with cloud fax. The compliance risks, inefficiency and productivity loss with paper-based, manual faxing are well understood, yet the use of standalone fax machines continues to prevail. Cloud faxing with OpenText Fax2Mail is an easy way to start to transform how patient information is exchanged.  Fax2Mail enables the secure and encrypted electronic exchange of clinical documents, reducing compliance risk associated with paper-based faxing. Fax2Mail eliminates all on-site infrastructure, providing the easiest form of faxing available, allowing you to focus on patient care. More than “just another cloud fax solution” With the introduction of OpenText Fax2Mail for Healthcare, faxing, Direct messaging and other forms of electronic exchange are combined together in a fully compliant, interoperable patient document exchange platform, ultimately, improving patient care.  The new solution includes powerful tools that mirror existing manual workflows and streamlines them, eliminating paper-based and manual patient information exchange to digitize and simplify the document trail and expedite access to patient information. Designed for administrators and clinicians, OpenText Fax2Mail for Healthcare delivers the right patient information to the right provider at the right time. Combing all forms of patient information exchange while digitizing workflows makes this a cloud fax solution like none other in the industry. OpenText Fax2Mail for Healthcare is an easy-to-use, interoperable platform that: Reduces the burden of paper-based and manual healthcare workflows and enables digital transformation in the healthcare industry Combines all forms of information exchange and manages healthcare workflows in a single location with built-in integration to external systems, such as EMRs Enables fully electronic, interoperable, digital patient information exchange to connect with other healthcare providers using any form of common exchange such as fax, Direct messages and electronic document exchange Eliminates fax machines and fax-related onsite infrastructure, software fees, telecom charges and capital costs Learn more about OpenText Fax2Mail for Healthcare.

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Secure Information Exchange – Forgotten in your Digital Transformation Strategy?

secure information exchange

Regardless of the widget your organization makes or service it provides, at the very core of every organization is the information that fuels its decisions and ultimately, its success. And that information exchange between an ecosystem of connected customers, suppliers, and business partners must be secure With information as the currency of the digital economy, organizations don’t succeed just based on size, scale, access to resources, or geographic presence—it’s the degree to which they can take advantage of information to innovate and grow. It’s critical that organizations connect business processes across their ecosystem, and secure the information flows that support those processes. Not only is this essential for business continuity, it’s a must for efficiency and productivity in a hyper-competitive digital economy. As more and more organizations adopt a digital transformation strategy, a key component to remember is the transformation of how information is securely exchanged. Digitization must include tools for secure information exchange that support operational gains while improving agility, employee productivity, and higher levels of compliance to reduce risk. While many organizations have sophisticated systems in place to exchange raw data, large files, and many forms of content, there is one technology that continues to persist in every corner of the world: fax. Despite being a 150+ year old technology (yes, it’s true!), faxing has remained a steadfast communication method that provides a direct and secure path for exchanging information. Organizations which do not have a digital transformation strategy that includes a secure information exchange component stand the risk of inefficiency, higher costs, slower gains and lower productivity, as well as security and compliance risks. As an integral part of secure information exchange solutions, electronic fax servers and services are designed to integrate with back-end systems to facilitate the secure exchange of content to and from those applications. Some considerations when choosing an electronic fax solution include determining the needs of the business, process or workflows and evaluating vendor capabilities that fit your needs. While most electronic fax solutions are alike in their core functionality (sending/receiving from email, centralized fax management, tracking and reporting), be sure to choose a vendor that your organization can truly consider a trusted partner, vested in your success as much as you are. Not all vendors are alike, in both capabilities and vision. Seek vendors with advanced, proven functionality, and those which are able to demonstrate a vision that supports your goals and aligns with your digital transformation journey. Ideally, seek a vendor that has capabilities that include but are broader than secure information exchange solutions:  a vendor that can ultimately help you transform your organization to support a fully integrated Enterprise Information Management (EIM) platform to help you on your journey to digital transformation and create a better way to work. Base your secure information exchange strategy on digital, enterprise-grade fax solutions. Then build a robust communication ecosystem that is integrated and automated to reduce risk, enable compliance, and accelerated time to revenue. Whether you choose an on-premises, cloud-based, or hybrid model, secure information exchange can transform your business.

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ECM Show and Tell at Enterprise World 2016

Enterprise World

We’re closing in on two months since we unveiled the most significant release in the history of OpenText, including, of course, a powerful new version of OpenText™ Content Suite 16. After a busy few months with the ECM product team doing the ‘CS16 show and tell’ via the OT Live webinar series, our next stop is in-the-flesh in Nashville at Enterprise World 2016. Following so closely on the heels of the Release 16 launch, this year’s event is going to have a special vibe: There’ll be less, “Let’s talk about what’s coming!” and a lot more, “Let see how to leverage what’s here!” But, of course, we aren’t the only ones participating in a little ‘show and tell’ at Enterprise World. This conference is truly a gathering of the top minds in ECM—including those of you who work with the OpenText ECM solutions every day! Here are a few things on the ‘not to be missed’ list: On the more formal side, we have a wealth of Customer Panel Breakouts this year including ECM-232, A Discussion on Upgrading to Content Suite 16; ECM-233 Real World Stories of Transforming through ECM; and ECM-226, Harnessing the Cloud to Amplify the Value of ECM. Upgrading to Release 16 and Content Suite 16 is a strategic move to fast-track your digital transformation. To set you off on the right path, the OpenText Services Experts will be on hand helping you leave the event with a concrete plan of action specific to your organization. Read Bob Schindelar’s recent blog post on making the most of the OpenText Professional Services resources on hand at the event. If there’s one thing I hear every year when we ask you about the best part of the conference, it’s the opportunity to spend face-time with your peers exchanging ideas and experiences. As with previous events, the ECM product experts will be your hosts in the Content Theater where we’ll help you experience and test drive the new features. The kicker, there’s really no better place for firing up an impromptu conversation on the topic than the Content Theater. The cross-pollination of ideas here is priceless! So, to kick off the build-up to Enterprise World and help drive home that, by attending, you are also taking a driver’s seat in defining the future of ECM, I’m going to suggest we all do a little homework to bump up our knowledge of the rapidly evolving ECM landscape. I encourage you to read a few of the most recent reports by the respected industry analysts who spend their careers scrutinizing what we all mean when we talk about how digital disruption is transforming information management. Here are a few findings from key ECM analysts’ latest reports: In 2015, Forrester split their ECM Wave into two distinct reports to better address the use cases most organizations are adopting for ECM. Supporting the ECM value of process productivity, the Forrester Wave: ECM Transactional Content Services, Q3 2015 cited OpenText for having the broadest backbone for embedding ECM in enterprise applications. In this report Forrester commented “We also like OpenText’s vision for the ‘connected workspace,’ which organizes unstructured information, folders, tasks, and milestones. This allows transactional workers to swarm a customer exception with social, collaboration, and ECM capabilities.” And on the personal productivity side of the house, the Forrester Wave: ECM Business Content Services, Q3 2015 commended OpenText for investing in secure file-sharing, synchronization, and team collaboration. Gartner sees a similar shift in the use cases for enterprise content management with transactional content management, compliance, and digital workplace scenarios taking precedence amongst their clients. In the 2015 Gartner Magic Quadrant for ECM our efforts in both process productivity and control are lauded with Gartner calling our offering “a strong option for businesses looking for solid ECM functionality to address information governance requirements,” while highlighting our strong technical partnerships with SAP®, Microsoft®, and Oracle®. And in the Gartner Critical Capabilities for Enterprise Content Management: Compliance and Records Management OpenText scored the highest of any vendor on Trusted System of Record, Regulatory Compliance, and Long-Term Digital Preservation. Other analysts also are weighing in on the role of ECM in the path to digital transformation. Ovum Decision Matrix: Selecting an Enterprise Content Management Solution, 2015–16 our ECM portfolio was called “one of the most comprehensive” with capabilities in every category of ECM. Nucleus Research ECM Technology Value Matrix 2015: Liked our “wide range of functionality with tight integration, making the transfer of information between different products or applications much smoother.” Info Tech Content and Email Archiving Vendor Landscape states that OpenText has the “most comprehensive solution in the landscape due largely to the traditional content management strengths of the vendor” and particularly called out our “wide set of deployment and management settings to deal with complex data sovereignty and compliance issues.” Does that get you in the mood for a trip to the music city? Don’t worry about packing those cowboy boots, we know it’s kind of hot in July so come see us in the Content Theater and we’ll dress you up right for the week. We’re all excited to talk more with you about the new roster of OpenText Content Suite solutions so remember to pack light, register to attend Enterprise World and we’ll see you in a few weeks!

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