Information Management

Transcending Application Creation


BPM capabilities have gone through a radical transformation as a result of Case and Dynamic Case Management (DCM) concepts. The Case type concepts were intended to help people wrap their heads around the business applicability of BPM which was desperately needed since “core BPM” is often considered to be nothing more than another development type language. The natural outcome has been millions of transient (short, specific, temporary) BPM transactions; such as order processing, back ground checks, cases and escalations. The key question is how does one get past each of these BPM records from being simple transactions? If you are familiar with the intersect of BPM, Case, DCM, Content, Agile, system and data federation– skip down. If you’re not, here’s a little background. Case and Dynamic Case Management placed BPM in language of the common user – made it tangible, understandable and configurable. They include pre-built capabilities such as escalations, dynamic assignments, deadline calculations, etc., essentially creating functional “building blocks” that simplify application construction. Core BPM stitches these functional blocks together. You can rapidly change or restructure them – facilitating agile thinking, enablement and managing them through completion. The functional blocks are typically accessible to both core BPM and Case. This capability library is used to build horizontal utilities and vertical specific applications – delivering on the intended business enablement mission. Process Orchestration is a key mandate of BPM; pulling together multiple human steps, departments, systems and data into an end-to-end, orchestrated and managed set of activities. The real core BPM value is the in place utilization of ERP type data – i.e. read, written, reported on from the system that owns the data – this includes systems like SAP, store management, inventory, asset management, contract systems, content management, etc. Now add digital transformation as it has significantly increased the demand for “content” (files, documents, media files, blogs, etc) to become a pivotal and contextually relevant part of the process. This must happen without replicating the content, instead maximizing the media, files and content in place with capabilities such as media editing, document creation, etc. If you skipped down, here’s where you can rejoin… All of these concepts – BPM, Case, DCM, etc. – have been driven by traditional process and procedural type thinking (step 1, step 2, step 3) – call this waterfall, agile, sprints, process definition, or application design. It is the power of these concepts that made it phenomenally simple for the lay-business user to construct personalized use cases, apps, processes and systems with no concern about BPM, Case or DCM. The glitch is that it also has resulted in isolated transient [BPM] transactions that cannot be tied to other business directives, objectives, or outcomes without a significant amount of “Master Data Management” type effort to glue information together that should not ever have been created in isolation. This transaction isolation is the result of limited inter-project collaboration despite everyone having great intentions. There is not much BPM can do to drive human dynamics here – people will build within their domain, confines and areas of control. People will follow natural behavior and protect themselves, teams and budgets – no type of BPM technology introduced will change this. What we can do is benefit from this behavior, give people the tools to do what they want to do within the individual projects. This challenge will continue to get more significant as BPM becomes more and more simple and closer to the hands of the “Citizen User”. The next major hurdle for BPM is to facilitate the “Citizen User” while ensuring that silo construction efforts become enterprise, business relevant capabilities – and allow companies to look at transactions within context of the revenue and operational demands and expectations. The most logical path to facilitate relevancy is to allow the business to understand the assets, documents, buildings, constructions sites, etc – the “stuff” that drive processes and revenue. This “stuff” can be anything – from a contract to a building to a truck fleet to computer hardware. These items typically exist in a company for long periods of time, up to decades and end up being persistent records (records that hang around and are usable and relevant for extended periods of time). Take an oil rig for example, it is persistent within BPM and there are several processes that it drives. From drilling to ordering to construction to auditing to oil pumping to helicopter flights to staffing, etc. Plus, an oil rig has a lot related “stuff” such as pumping stations, contracts, helicopters etc. Each of these have their own individual lifecycle with processes attached to those elements BPM must bring those transient and persistent transactions together with content – in the manner and pace at which a business thinks and executes. This means configuring and building an enterprise application, asset and organizational change framework without any formal project around it. This means that all of the “stuff” and the related processes can be glued together and can systematically and progressively become an orchestrated BPM solution without breaking agility – by multiple, isolated, non-collaborative projects. The ability to create persistent BPM records surrounded by transient records that drive revenue and operations transcends BPM today. Instead of trying to construct all permutations of step 1, step 2, step 3 so that the process is managed, the persistent record (aka the oil rig) can be the center of the multiple processes. This allows for an oil rig to be defined as it is used. Once the oil rig record (or the idea of the oil rig) has been initiated (to any initial level of initial maturity) one can start mapping processes and procedures around it using BPM, Case or DCM concepts. Now, you are able to construct the progressive and relevant activities around “stuff” that drives the business. You can create linkages with contextually relevant content while evolving the maturity and sourcing of information. This allows for clear business definition of the “stuff” that impacts the business – including information hosted in external systems. OpenText call this approach Information-Driven Design. The “stuff” or persistent records are called entities. Entities have lifecycles and associated tasks. It is the objective to place the power of agile, rapid, isolated capabilities, corporately leveraged, contextually relevant configurability in the hands of the “Citizen User”. We are excited about this approach and how it can deliver greater BPM success for our customers. Come to the Process Suite booth at Enterprise World for a peek at current abilities – and make sure you schedule time to get to the Innovation booth to have a look at what’s coming.

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Fighting the ROT in your Company with Information Governance

content management

It’s there, lurking beneath the scaffolding of every organization. It is growing, spreading out of control. And, companies are paying dearly to keep it. It’s ROT—information that is redundant, obsolete, and trivial. The battle with ROT is a common challenge in today’s business environment, given the explosion of information and the failure of many organizations to properly classify and manage it. In a recent AIIM survey, respondents provide some interesting insights: Two-thirds say their content is growing annually at a rate of 30% or more. The average estimate is 35%. Thirteen percent (13%) of respondents store over one petabyte of data. Only 7% delete information based on its business value. Seventy-three percent (73%) admit half of their content probably has no business value, but they don’t know which half. Thirty-two percent (32%) have a “keep everything” approach to deletion. One in five spend more than 25% of their IT budget adding and maintaining storage. The average is 16%. Companies are unable to address ROT in their organization because they can’t identify it. They can’t distinguish the good information from the bad. As a result, the ROT continues to grow and costs continue to accumulate. Poorly managed information hurts the business on many fronts. It’s not just the cost of maintaining exploding volumes of information. It is the damage to productivity and customer service that occurs when employees can’t find the information they need to do their job. It is the failure to manage and secure information in compliance with regulation and the increased risk posed in terms of non-compliance, security breaches, and lost business. Progressive organizations are formalizing their records policies and looking to Records Management (RM) systems to protect, organize, and manage the entire lifecycle of their critical content. Solutions such as OpenText™ Records Management, eDOCS Edition (eDOCS RM) eliminate redundant information of all types, reduce time spent locating records, and mitigate the risk of litigation, fines, and other penalties. eDOCS RM provides a completely secure, feature-rich records management solution from within the eDOCS DM library and integrates seamlessly with other products in the OpenText™ eDOCS Solution. Together, they provide effective and easy-to-use capabilities for electronic filing, managing information assets deemed to have value, and eliminating ROT within the organization.  

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Digital Asset Management Innovation

I recently wrote an article on DAM innovation for CMS Wire, “Setting the Stage for DAM Innovation” highlighting that there are many player contributing to the foundation for innovation. Customers, users,vendors and service providers are involved and, with a lot of work, some great timing and serendipity – the next brilliant innovation in the industry is unveiled. Some in the DAM industry are worried there is an innovation slump, “What’s Holding DAM Back?”. I am happy to report that, yes, there is still a lot of innovation. If you look at what customers and service providers are doing, there are many new solutions and integrations, all demonstrating the creative minds and solutions-focused innovation that is happening. With the latest release of Media Management, customers are doing some amazing things. It is a harbinger of what is possible and what is to come. OpenText customers are extending the API framework and services, integrating ever more deeply in the organizations, automating processess for timely, targeted delivery and “freeing” the DAM to easily share and collaborate. Media Management continues to grow as well: Media Management Cloud Edition adds the benefits of hosted services in the OpenText Cloud with our own experts to manage and support your DAM. Our next release “deconstructs” DAM in the sense of discrete services that can be embedded in other applications and provide DAM functionality. This includes adaptive and responsive Delivery services to publish rich media content to multiple channels and devices, analytics and dashboards to view and understand asset usage, embeddable widgets” for searching and previewing content, and granular control to manage who can see what and when. All of this adds to making it easier for customers and our partners to integrate Media Management as a core enterprise service – cloud or on premise – to drive better customer experience, increase productivity and help organizations be more successful. Join us at OpenText Enterprise World November 8-13 at the MGM Grand in Las Vegas. Experience innovation at The Digital Experience Theater.

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November OpenText™ Live Webinars

If you’d like to receive weekly email notifications of what’s coming for OpenText Live, be sure to subscribe to our mailing list. Introducing OpenText™ Exceed TurboX 11 Tuesday, November 3, 2015 at 11:00 a.m. EST (UTC -5) Discover what’s new in the OpenText™ Exceed TurboX (ETX) 11 release. As a central web portal, ETX enables users to access all of their applications from one place, and is frequently deployed in high performance computing (HPC) environments such as engineering, CAD/CAM, and oil and gas firms, where it enables virtualization strategies and consolidation of servers by maximizing the number of users who can connect to a single server workstation. ETX 11 includes improved stability, security and scalability of the ETX infrastructure, providing peace of mind to IT staff deploying mission critical applications through ETX. Register » Upgrading OpenText™ Content Server – Part1: Planning and Process Tuesday, November 17, 2015 at 11:00 a.m. EST (UTC -5) Join experts from OpenText Global Technical Services (GTS) for a lively discussion on what needs to be considered when planning an OpenText™ Content Server upgrade, and what the upgrade process looks like. We’ll show you how to perform test runs of the Content Server upgrade using copies (or partial copies) of your production data, how to ready your system for the production upgrade, and more. We’ll then open the floor for your questions. With the recently released OpenText Content Server 10.5 SP2 and upcoming Content Server 16, it’s a great time to start thinking about your next upgrade! Our GTS experts have the knowledge, training and experience to help you optimize your systems and simplify, transform and accelerate your business. Don’t miss this complimentary opportunity to learn from the pros in a virtual, collaborative space. Register » Upgrading OpenText™ Content Server – Part2: Best Practices in a Production Environment Thursday, November 19, 2015 at 11:00 a.m. EST (UTC -5) Join experts from OpenText Global Technical Services (GTS) for a lively discussion on best practices when performing an OpenText™ Content Server upgrade in a production environment. We’ll cover considerations for backups, required preparations for the cutover window and performance of the actual upgrade. We’ll then open the floor for your questions. With the recently released OpenText Content Server 10.5 SP2 and upcoming Content Server 16, it’s a great time to start thinking about your next upgrade! Our GTS experts have the knowledge, training and experience to help you optimize your systems and simplify, transform and accelerate your business. Don’t miss this complimentary opportunity to learn from the pros in a virtual, collaborative space. Register » Shinydrive for OpenText™ Content Server and Microsoft® SharePoint® Tuesday, November 24, 2015 at 11:00 a.m. EST (UTC -5) Find out how this award-winning solution from OpenText™ partner Shinydocs delivers company-wide compliance allowing users to access all their files, on all their applications, directly from their ECM. Shared drives are quietly eliminated with no need for extensive re-training or changing day-to-day work processes. In this one-hour webinar, Jason Cassidy of Shinydocs will show you how you can ensure your information is compliant and on a records retention schedule without having to create a comprehensive user roll out program. Jason will also take time at the end of his presentation to address your questions. Register » OpenText™ Web Site Management Reporting and Analytics Extensions Wednesday, November 25, 2015 at 11:00 a.m. EST (UTC -5) OpenText™ Web Site Management (WSM) consists of the Management Server that provides a full WCM editorial environment, and of the Delivery Server that provides personalization and dynamic delivery of content. The existing WSM Reporting Module records and aggregates live data from Delivery Server and its sessions as well as structural data from the requesting browser. With the coming WSM 16, a set of standard reports and dashboards are provided in Management Server. Thus, the success of the website can be reviewed directly by content editors in Management Server and the customer experience can be immediately optimized. Since the tracking is open for extensions through custom attributes, customers might want to develop own reports for visualization and insight. The WSM reporting model is open for such external access. As an example, we provide configuration for OpenText Information Hub, a web-based embedded business intelligence (BI) platform that handles data analytics, advanced reports, and data visualizations. Further, the WSM 16 reporting is able to deliver its data to the new Data-Service of the OpenText Customer Experience Platform, allowing business analysts to run advanced analytics across the data tracked by different OpenText applications and websites, with the help of OpenText Big Data Analytics. This webinar will highlight the new and changed functionality, show custom extensions, walk you through installation and configuration in both Management Server and Delivery Server, and concludes with the integration into external visualization and analytics tools. Register » More information

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Accessibility in a Digital-First World

With the term “accessibility”, the first thing that usually comes to mind is physical accessibility e.g. accessible washrooms, wheelchair ramps, accessible road crossings, etc. This perspective completely ignores another realm that most people exist in, i.e. the digital world. Today it is extremely common for individuals to spend 11+ hours a day on their electronic devices such as mobile phones, tablets and computers, so we simply cannot afford to ignore accessibility in the context of the digital interactions. Digital accessibility encompasses a variety of virtual interactions, including those made on websites, on personal electronic devices as well as via digital or electronic communications and documents. Taking a closer look at the numbers, we quickly realize that the population of individuals requiring accessible communications is quite large. More than 285 million individuals across the world have some form of visual impairment – that’s nearly 5% of the global population. This number is not static either; it is rapidly growing, with people living longer lives, and thereby increasing the population of aging individuals. In the United States alone, there are over 21 million adults reporting some form of vision loss, out of which over 6 million are completely blind and 2.5 million require large print to be able to read. Governments around the world have recognized accessibility as a global issue and have acted on the need to mandate accessible communications in an increasingly digital-first world. This is not about limiting accessible communications to traditional formats such as braille, large print and spoken word audio that are time consuming and expensive to produce, but about making all forms of communications accessible on-demand, in digital or electronic formats, without the need to self-identify. Governments have addressed the information accessibility issue through legislation that applies to both the public and commercial sectors, for example, Section 508 and the Americans with Disabilities Act in the United States, often going to the extent of being industry-specific, such as Section 255 of the Telecommunications Act. While some of the legislation is brand new, others are amendments to existing regulations to include accessibility in the context of digital or electronic communications via e.g. websites, online documents, etc. Many organizations around the world have begun working towards compliance to their country’s respective laws and making their websites, electronic communications such as PDF invoices, statements, notifications, tax forms, etc. available in formats that can be meaningfully navigated and read by screen reader technology on computers and mobile devices. What is your organization doing to meet this legal requirement and create an inclusionary environment for its customers? Join us on Thursday, November 12 for a special educational session on providing equal and timely access to information by implementing digital accessibility. “ALX-112 Reaching All Data Consumers – the State of Output Accessibility” will include an overview of accessibility drivers, the end-user perspective on accessible communications, what creating accessible content entails as well as a demonstration on how automation can result in dramatic time and cost savings in creating accessible content. Learn what you can do to help your organization comply with legislation, expand their business footprint to a growing but previously ignored segment of the population and retain loyalty from their existing, aging customer base.

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The Symbiotic Contact Center: Working With Product

call center

Too often, the product department gets excited about a new opportunity and skips a crucial step in the research process. Here’’s what it usually looks like: Product engages in brainstorming sessions. There are focus groups. There are usability sessions with live interaction and user testing. Consultants are hired. Research and surveys are commissioned. All are appropriate approaches, but they have one thing in common: they underutilize the rich insights of the contact center, thus marginalizing the role of contact center leadership and their agents. How can the expertise and knowledge of the call center agent be included in the process without rocking the boat? The answer starts with hospitality. Contact center leadership needs to reach out to product colleagues and invite them for a site visit. This requires a degree of hospitality to get leadership out to your call center from corporate offices. My experience always revolved around touring the site, listening in on calls, sitting down with, and going to post work dinner and outings. Outside a visit to your site, why would product be interested in the contact center? Costs, or rather lack of. Agent interaction is an important piece of research which barely costs anything. It is extremely valuable, and is one of the few times there is an inverse relationship between insight and costs. Here’s why: It is timely and can be revisited. Most research and other exercises are a one-and-done promise It builds relationships across the enterprise It keeps call center morale high as they become part of the process and not a recipient of the process Once product and agents sit down, the usual feedback loop resumes as the contact center agents are asked: Is there a want? Is there a need? Have customers been directly or indirectly looking for a product or service? What do agents with special areas of expertise think? How would you explain this new product? Further, with OpenText™ Explore, our next generation Voice of Customer solution, contact center agents can streamline the ability to quantify agent comments in the discovery process. Anecdote is helpful, but it is not scalable nor sellable within the product organization. Explore can mine all the calls that reveal a particular concept or insight for additional drill down and quantification. So when are you going to invite your product colleagues “over for dinner?” Stay tuned for my next blog post, where I’’ll dive into the contact center relationship with marketing.

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Enabling the ‘Citizen Developer’ with BPM at Enterprise World

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You’ve heard it before—employees must do more with less, productivity is critical to results, multitasking now pays dividends later. But in reality, it’s difficult to juggle existing tasks much less a modern workload without the use of eight arms or a time machine. Luckily, your organization’s bottom line does not have to suffer. Business Process Management (BPM) is an incredibly effective way to help improve business results. Putting systems in place to streamline and optimize business operations is always a good idea. When you manage and control those business processes, you reduce costs while gaining opportunities (more customers, more revenue, more partners, etc.). So what’s new? Businesses are going digital. This means processes need to do more, use more and change more. Now, business processes need to adapt to manage routine and non-routine work. Simply put, they need a better way to work – better innovation, better insight and better productivity. But this can overwhelm IT so everyday workers need to transform into a so-called Citizen Developers. How much productivity? Citizen Developers may be the key for business looking to speed the time to market. Gartner’s “Citizen Development is Fundamental to the Digital Workplace” August 2015 report found nearly two-thirds of those surveyed took less than two weeks to develop an app; most of those surveyed had little or no developer software training. So what does this mean? Process management needs to include both structured and un-structured ad hoc processes. Typical processes still need to be managed (claims, service requests, etc.) and ad-hoc process (those processes that are more collaborative and less structured) must be supported via process applications (case management, for example). This requires the ability to build and modify process applications much more easily. And the best way to do that is to get the user involved—it’s faster and results are quickly evaluated and adjustments can be made. It all comes down to speed and simplicity—speed to deploy, evaluate and optimize. Know if your process will deliver or it needs to be adjusted is key to your success. You simply can’t wait months to find out. When the market changes or customer needs change, you need to adapt quickly so nothing is missed. Achieving this new standard for business process management is what we will be talking about at this year’s Enterprise World. We can’t wait. New Innovations in Process Suite We are excited to reveal the latest from the OpenText Process Suite in Las Vegas in a few weeks. Building applications quickly to manage processes is at the core our innovation strategy. We are working to empower the Citizen Developer to ease the burden on IT and give the business the control and access to solve issues directly and effectively. These new capabilities will come to market along with key improvements in the Process Intelligence component along with several new and updated pre-built applications. We hear from many of our customers that the priority is to gain the flexibility and ability to customize and evolve their process application quickly. This includes greater flexibility in what you can do on mobile devices and how you can leverage the cloud. We are excited to share all the new news with you at Enterprise World. Join us in Vegas We will be showcasing new capabilities with Process Platform, new process applications and more in Las Vegas. You will have the opportunity to meet with the experts behind the innovation and talk to customers who are benefitting from the platform today. Check out information on this and all the breakout sessions at Enterprise World 2015 online at

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OpenText RightFax Customers Find Business Value and Best Practices at OpenText Enterprise World


Enterprise World for RightFax customers is shaping up to be a week filled with valuable business insights and opportunities to learn how to further leverage these business-critical implementations. What’s in it for RightFax customers? Before the week kicks off, join us for a special pre-event RightFax Best Practices: Optimize your fax investment- A hybrid software/cloud strategy for flexibility & savingswill be an intimate session for you to learn the t echnical best practices and how to leverage the OpenTextTM Cloud for flexibility and growth. As an added benefit, attendees of this session will receive a FREE half-day onsite value assessment from our RightFax experts. Register for this FREE workshop at Enterprise World for RightFax customers here. Next, ask the experts! Join RightFax at our RightFax Pods, where you can sit one-on-one with RightFax subject matter experts for demonstrations, Q&A, best practices and find out what’s new and coming for RightFax. It’s your opportunity to let your voice be heard in a more intimate setting with our experts. Want a hands-on deep dive? Join the RightFax crew in our Innovations Lab, where visitors can see our cool, new RightFax capabilities first-hand. Take a picture with your phone and fax it, manage faxes from your tablet, and see what else is new with our innovative fax solutions! And finally, attending our main fax sessions will provide deep insight and business value on getting the most from your RightFax investment: Optimize your Fax Investment; A Hybrid Software/Cloud Strategy for Flexibility and Savings Software, Cloud or a mix of both? Learn how to leverage your existing investment in RightFax and take it to new, flexible heights. Learn all about the recent RightFax release and planned enhancements with first-hand knowledge of where the RightFax roadmap is taking you. Best Practices in Deploying Fax and Secure Messaging across the Enterprise More technical in nature, this session takes a deeper dive into RightFax best practices, tips and how to avoid pitfalls of architecting and deploying an enterprise-wide secure messaging strategy. Hear first-hand from RightFax customers on how they’ve successfully extended their RightFax implementation to include enterprise-side secure messaging. Intelligent Capture: Simplify, Transform and Accelerate your Data Capture Process Learn how to leverage your RightFax investment with the OpenText suite of Capture solutions transforms paper-centric data and processes into a digital format to integrate into your backend systems so it can be consumed by the business–and improve your performance. Automate the Exchange of Patient Information with OpenText™ RightFax Healthcare Direct OpenText, the largest provider of integrated, electronic faxing with EMR systems, is in a unique position to facilitate interoperability in healthcare with Direct messaging. A new solution from OpenText, RightFax Healthcare Direct helps healthcare organizations accelerate interoperability to expand communication methods beyond fax to Direct messaging to easily share and communicate patient information across an entire network of caregivers. Whether you are an existing RightFax customer or not, learn how OpenText accelerates your compliance with Direct messaging by leveraging your existing fax investments. Join the RightFax experts for another great OpenText Enterprise World.

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Spotlight On! Ted Parkinson

Meet Ted Ted Parkinson is a Senior Training Consultant with Learning Services in Waterloo, Ontario. As a seasoned OpenText Enterprise World (EW) instructor and former university teacher, Ted has a wealth of information and knowledge to share with students enrolled in his courses and workshops. This year marks Ted’s 16th year as an instructor at EW, and he couldn’t be more excited to be heading to Las Vegas this November. Q: What courses or workshops will you be leading this year? I will likely be teaching OpenText™ Application Governance & Archiving for Microsoft® SharePoint® (running from Nov 8-10), but I can teach any of the Content Server courses. Q: What’s your favorite part about being an instructor? I enjoy teaching and talking with customers from around the world and who are in many different industries. I like to learn about their content and processes and the challenges they face, and then give them some ideas about how to manage their information. One thing I have found with corporate technical training is how engaged most of the students are because our software really affects their work. Q: What part of EW are you most looking forward to this year? There are three things I will look forward to: Meeting former students, hanging out with the other instructors—it is one of the few times we meet in person—and playing some poker! Q: What’s your favorite book and why? The Diviners by Margaret Laurence. I taught it in university and it manages to be sprawling, sentimental, historical and engaging, all at the same time. Q: What was your favorite thing to do as a child? I loved to read because you could explore different worlds and see other possibilities. I grew up in Whitehorse in the Yukon, and while it is an exotic place, at the time I kept looking “outside” to see what else was going on in the world. Q: What are some of your other passions? When I’m not delivering training, I am often playing the guitar or keyboard—in fact, I’m working on an album of original songs I am releasing this fall. I’m also active in our Kitchener Neighbourhood Association and am president of NUMUS, a new music organization in Ontario. Meet up with Ted and take his courses at Enterprise World 2015 in Las Vegas, Nevada from November 8-10. Plus, if you play your cards right, you might just get to hear more about Ted’s many musical talents. To find out more information about the training program, or to register for Enterprise World training, visit our website.

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Join us for a Free Information Session on how an Automated Supply Chain can help ECM be better

As an ECM practitioner, how much thought do you give to the complex back-office infrastructure that supports your organization’s supply chain? You should; success as a digital enterprise will only come from being fully digital outside and inside. In other words, a fully customer-centric process that draws on information from across the enterprise is great, but it will quickly stall if fulfilment involves chaotic piles of inventory management reports and frantic phone calls. In fact, it’s a recipe for disaster. Go ahead and Google how much money and time it takes to win back a disgruntled customer, especially one who’s now using your carefully crafted social media tools to broadcast their dissatisfaction. Organizations in manufacturing, distribution, and retail face unique challenges when it comes to the supply chain and connecting with suppliers and/or buyers to exchange information related to transactions. Just keeping track of who you do business with, the right person to contact, and if they comply with your standards is a lot work–and that is long before you begin to process invoices and store information in your ECM system! That’s why we’re hosting a unique, free, half-day information session the day before Enterprise World kicks off for the front-office crowd to learn and experience how digital supply chain systems work and what they can add to overall business strategy, agility, and productivity. Please note: This is not a technical session! If you’re involved in anything from marketing to accounts payable to IT architecture, you’ll find the information here valuable. Join us on Tuesday, November 10 for this special educational session on digitizing and automating the supply chain. The session will include an overview of the benefits of automation, and a discussion of how outsourcing B2B integration to an expert can reduce costs and shorten implementation times. We’ll share a couple examples of how OpenText customers have transformed their B2B integration program through OpenText B2B Managed Services. The session will be led by Jeff Keefer, Global Director, B2B Managed Services at OpenText. Jeff is an expert at supply chain automation and is a trusted advisor in working with OpenText customers to enable supply chain automation through B2B integration and managed services. Yes, it may not be your job, but no one’s ever suffered from knowing too much about potential benefits, pitfalls, and solutions. And here’s your chance to hit Vegas a day early and gain insight into a whole, new area that really does affect your team’s performance. Plus, you’ll now be able to start peppering development meetings with knowledgeable references to terms like EDI and inventory turns! Looking forward to seeing you there.

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Session Spotlight: Cloud Blueprint

With enterprise migration to the cloud accelerating, enterprise cloud services help organizations to simplify businesses to stay competitive, agile, and innovative. Enterprise World 2015’s blueprint workshop is a half-day workshop providing an overview of the OpenText Cloud, benefits of managed cloud services, and a blueprint on how to develop a business case for moving your ECM process into our Cloud. Register today

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Both Sides, Now—Key Steps to Transforming Government

So many things I would have done but clouds got in my way Joni Mitchell, Both Sides, Now It’s almost 50 years since Joni Mitchell wrote those words, inspired by the sight of clouds from both above and below in an airplane. The song observes that every part of life can benefit from different perspectives. The same is true of government processes. While Mitchell recognized that technology revealed two sides of clouds, many governments are still focusing on only one side of Digital Government. The good news is that we are universally recognizing and moving toward a government experience similar to the way consumers interact with businesses. That is, businesses like Amazon and Uber, who capitalize on what technology can do to improve services, have set the standard requiring interactions that are: Digital Personalized Immediate Transparent Mobile—that is, available anywhere, anytime, on any device While government is generally not quite there yet, most agencies and departments are moving in that direction and local and state or provincial governments are moving especially fast to simplify two-way interactions with citizens. So that’s the bottom of the cloud—the side that we most frequently see when we glance up—but it’s the other side, the one visible from 30,000 feet, where government is languishing. In order to deliver on Digital Government, then, government has to be digital on the inside, too. For a business like Uber, for instance, technology inspired the execution from the beginning. There were no internal processes to disable, SOP’s to revise, legacy applications to transition or decommission and, most significant, no employees to retrain. These challenges have long impeded government’s ability to modernize. But to truly transform, to digitize, organizations have to take the critical steps to apply technology to internal mission-delivery processes—not to incrementally automate process steps as they are performed now in silos but to envision the way agencies could share information across the functional silos to take giant leaps to cut service delivery times, increase inspection or regulatory effectiveness, improve facility or asset maintenance, investigative efficiency and so on. So what’s the other side—the inside—of Digital, Personalized, Immediate, Transparent, and Mobile? Well, it looks something like this: Outside Inside Digital Informed and governed on-line e-forms that populate account folders, centralized auto-classified content governance/reconciliation tied to ERP and mission systems, interactive forums, online chats for questions Personalized Account/case-driven entity/ person-focused accounts that draw together information from all agency sources around that entity for a 360° view inside and outside. Every interaction ties to this file and new services, changes in services automatically notify entities of the change and they can see status of their requests or services in flight Immediate Workflow and AI / analytics-driven decisions where processes are predictable workflows speed delivery; where intelligent intervention is needed, decisions are guided by analytics, access to information is available in real-time and metrics help identify outcomes achieved and bottlenecks to refine Transparent Outcome-focused, metrics and measures service measures are defined, routinely tracked and publicly reported in real-time or near real-time, regulatory results published, non-sensitive information provided as Open Data Mobile Omni-channel (any device access), anywhere, any time for employees in the field and citizens These are, of course, non-trivial changes for most governments and, as technologies and technology accelerators evolve, modernizing processes to take advantage of them will require continuous transformation. Yet none of us want to echo Mitchell’s refrain ‘so many things I could have done…” So as we step into Digital Government, make sure to commit to both sides, now. Hear more about digital disruption in government at Enterprise World 2015‘s government customer panels and in our all-new Digital Disruption Zone.

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Enterprise World 2015 and the OpenText Cloud

Are you wondering where the cloud will be covered at Enterprise World this year? Well, the simple answer is pretty much everywhere! Whether your Enterprise is looking at solutions for Information Management, Analytics or Business Networks there are things to explore at Enterprise World. We start the week with a variety of training sessions. In ½ day to 3 days you can become an expert in the technology aspects that are most critical to your organization. While there are many great courses and several apply to products available in the OpenText Cloud, there is a new ½ day course on Big Data Analytics now available in our cloud, which you should consider regardless of your other technology choices. U-TR-2-6150 Introduction to Big Data Analytics is available on Nov 9. Register soon as this one is bound to be quite popular. If you are an organization that is actively looking at upgrading Content Suite and having us manage your application in the OpenText Cloud, there is a special ½ day workshop you may be able to take advantage of. It will provide background on the upgrade process to the cloud, and help you to look at your TCO business case for moving to the OpenText Cloud. Register now – space is limited. On Partner Day we will meet with our partner community to share strategy, updates and guidance on partnering with us on cloud opportunities. Tuesday the show Expo floor opens up and begins the opportunities to meet with our product and cloud experts in all areas, as well as with partners. Great conversations take place in the Expo and most of the pod areas will have people to address your cloud questions related to their solutions. If you are interesting in digging into Managed Cloud Services you will be able to find experts at the OpenText Cloud pod, the B2B Managed Services pod, and the Global Technical Services area. We look forward to meeting with you. Don’t miss a single one of the keynote presentations. Our top executives will take us through inspiring and informative presentations that highlight many areas including our cloud strategy, innovations and advances. You will see the expansion of cloud in all of our portfolio areas and see some of the innovations in live demonstrations. There are many breakout sessions that focus on cloud strategy, innovations, customer insights and more. Filter on Cloud under the Track or Product sections and see the many sessions that are devoted to cloud or hybrid cloud topics. Some cloud sessions of note include: CLD-402 Building Your Cloud Strategy Featuring Forrester Research (Analyst Liz Herbert) CLD-410 OpenText Cloud Strategy and Roadmap CLD –412 Our ECM Journey to the Cloud featuring the New Zealand Transport Agency CLD-400 How Managed Cloud Services drives essential benefits in your Cloud Strategy Want to get hands-on and help to shape new and emerging product offerings? Join us in the very popular Innovation Lab. Sign up early for these spots as they fill up fast! Calling all Developers! Here is a chance to roll up your sleeves in the Developer Lab and work with AppWorks to build mobile apps. Let your creativity show and present your innovative apps for the chance at a prize on Thursday. There will be many opportunities to meet with the OpenText teams and with other customers and more cloud learning opportunities. We look forward to seeing you at the MGM Grand for an action packed and educational week.

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We live in exciting times. Digital Transformation is here, Now.

Life Sciences

I’m new to the what we internally call the EcoSystem team in OpenText, having moved into my new role in the last 6 months. Previously to that I spent 15 years in the ever changing world of Customer Experience Management. All that time the EcoSystem LOB was known to me as SAP, Oracle and Microsoft – or in my mind the great space on the mental map that is called the Back Office, where nothing much changed compared to CEM where you had to keep up-to-date on what was the hot new startup / social media network or buzzword that everyone was jumping on board this month (HTML 5, Responsive Design, OmniChannel, Phigital, ….. ). In my new Program Manager role, some of our partnerships have been in place for over 20 years, such as our relationship with SAP, are newer or emerging, and reflect the continuous growth of information in Enterprise platforms and more importantly the growing need to use this valuable information more effectively when approaching Digital Transformation. At Enterprise World 2015 You’ll hear a lot about Suite 16 and Cloud 16 and what that means for all of OpenText’s products including those that our group is responsible for. You will also hear from us about “Simplify: Run Digital”. It’s our key message to our customers and prospects that now is the time to simplify what you do to start transformation into a true Digital Enterprise. Simplify. Run Digital: covers all areas of an organization, from the necessary building blocks of the Platform, accelerating up through the Business and into the world of Transformation. Our sessions at Enterprise World cover all 3 areas, because tackling each one in isolation could lead to failure, really quickly and we believe that you have to consider all 3 (Platform, Business and Transformation) to be truly successful. At the Platform we will announce new products and enhancements as part of Blue Carbon supporting S4/HANA, Fiori and hybris; Microsoft Azure and Office 365; SFDC and of course OpenText Cloud. For the Business, at our Roundtable lunches speak to other customers like Southern California Edison, Man Diesel and Heineken about the success and benefits they have gained with our products. Experiencing Transformation, see live demo’s of the products and in the Disruption Zone experience how new tech like 3d Printing and our solutions are driving transformation. Digital Transformation is happening now, but getting started is not easy and that’s where we can help. We’ll share with you a tried and tested methodology to identify your digital maturity, prioritize the opportunities in your organization, your supply chain and products and finally your customer engagement models. Finally and against common wisdom – in this case, just because it happened in Vegas doesn’t mean it has to stay there. Enjoy Enterprise World 2015!!

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How many Clouds are enough to Archive Effectively? At Enterprise World, you’ll see the Answer is…One

Imagine if your IT department announced that it had launched an automatic new cloud archiving system to house all your business emails in the cloud and let you to access them from your email program of choice. No more “mailbox is full” messages. No need to delete large attachments to stay within memory limits. Less drama when you lose your laptop or your laptop needs upgrading. All your emails will be instantly available on your new hardware. Then picture the following month your IT admin announces that they’ve created a second cloud archive system. This time for the files and documents you use to conduct day-to-day business. You’ll have access to all your files and documents across multiple devices–complete with version control so that you can recover an old version, if needed. Pretty sweet! But hold on…the next month, those industrious IT folks delight you further with a third archive repository. This one dedicated to your SAP related data and documents. It introduces new and useful features such as displaying thumbnail views of documents right in your SAP application, and all relevant documents are dynamically presented exactly where and when you need them in your business process. In the fourth month (why is this starting sound like a Christmas carol?), your prolific IT admin team announce an archive cloud which operates behind the scenes to tighten security and governance for your BPM data and documents. Each cloud archive system on its own is fantastic in its own right, but when you put them together, you’ve got four separate systems in the cloud; four logins, four places to search to find what you want, four siloes of information not integrated with each other. You can search them from their native apps, but wouldn’t it be great to have a central place to archive? That’s the thinking behind OpenText Archive Center, Cloud Edition. It’s an enterprise archiving service running in the OpenText Cloud as a public cloud service. Best of all, it draws on our extensive experience in archiving methodologies and technologies to be fully enterprise-class and scalable to meet your needs. You can start archiving SAP content today; expand to email and files tomorrow; and, when you’re ready, expand your enterprise archiving further by connecting to other file types in other systems using open standards. All your enterprise content–in one archive system in the cloud. I’m hoping you’ll be able to join me at Enterprise World 2015 as I present a breakout session ECM-405 Product Update: OpenText Archive Center Has Launched! – specifically about the archiving challenges that businesses face, and how the introduction of Archive Center Cloud Edition helps alleviate these issues.

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The more things change…Enterprise World’s ECM Message has remained Remarkably Consistent through the Years

It’s that time of year again, Enterprise World 2015 is fast approaching and the entire company is buzzing. Everyone is busy prepping their presentations, finalizing agendas, booking meetings with customers, and, ahem, checking out what else is happening in Las Vegas that week. Yes, we’re moving the whole event to Vegas this year! Personally, I’m excited about the change in venue; Las Vegas has an electrifying energy which will only amplify the impact of Enterprise World. Having been at OpenText for almost 15 years, I’ve lost track of how many times I’ve attended our annual flagship event, but I do recall attending back when it was called “LiveLinkUp” to support our Livelink products. Then it evolved to “Content World,” then came the change to “Enterprise World.” Over those 15 years, a lot more has changed then just the name of the event. We’ve seen a true shift in how organizations do business and the role of digital data in that landscape: Communication channels have widened from phone to email to Twitter and dozens of other possibilities; the rise of mobile devices introduced the concept of being “always on;” offices are more global and virtual, yet manage to be more interconnected; and, of course, there is the monumental explosion in the growth of content. According to IDC, 92% of the world’s data was created in just the past two years. But interestingly enough, with all this change, our ECM message has remained remarkably consistent when I look back at the themes of our annual get-together over the last 15 years. Here are a few examples: LiveLinkUp (Phoenix, 2004): ECM is mission critical LiveLinkUp (Phoenix, 2006): Enterprise transparency reflects the evolution of content management from simply tracking and controlling information to leveraging it for business advantage Content World (Orlando, 2008): ECM is strategic to efficiency, cost management, and compliance As you can see, a pair of constants hold true over the years…Content is still king, and ECM is the key to unlocking its potential. The only difference is that topics we were first broaching in 2006 have grown to become critical business issues in 2015. Namely, it’s now vitally important to be able to access and extract value from all the information your organization controls. The age of the digital enterprise has arrived, and information is the currency and lifeblood of organizational success. This year, Enterprise World continues its mission of helping you effectively and efficiently manage your enterprise information to increase productivity, agility, and competitive positioning. There’s a new way of thinking about ECM’s role in enabling all this, and Enterprise World 2015 is where the OpenText universe is gathering to experience it. Get ready for a host of new product announcements that will accelerate ECM’s integration into back-office systems and the cloud, training sessions designed to help you maximize your investment, and insightful keynotes and analyst panels that will help us all visualize a tomorrow of endless possibilities. The sessions I’m most excited about also focus on this progression of ECM as a fundamental enterprise cornerstone. It’ll be interesting to connect with both experts and attendees on the evolution of content management from simply organizing information to its next chapter of facilitating, aggregating, bridging, and governing enterprise-wide information flows. These are the sessions on my ECM can’t-miss list: ECM-406 Product Update: Transform your Organization by Putting the X in ECM ECM-402 Panel Discussion: Digital Transformation – Another Buzzword or Essential to Survival? ECM-412 Simplify Your Organization’s Digital Transformation with These Proven Steps I look forward to seeing everyone in Las Vegas in November!

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Three Ways to a Stronger Contact Center & Marketing Relationship

contact center

Contact centers don’’t always have the most symbiotic relationship with corporate product and marketing departments, but they should. Most often the contact center is viewed as an expense instead of a gold mine of actionable insights. Here are three ways to put your contact center on its way to a more fruitful relationship with your marketing and product peers: Provide frontline feedback. Before marketing material hits the presses, web or social, offer to have a few agents who focused on, or are experienced in, those product or service areas review the material Become a testing ground. Looking to launch a new product or service? Offer to have some experienced agents give their two cents. It will be much more impactful than a wall full of sticky notes at a caffeine fueled brainstorming session Invite them to eavesdrop. Invite marketers to the contact center to listen in on calls on areas of interest. Or, better yet, sit them right next to an agent to foster deeper interaction. This also helps to build credibility in the depth of the agents knowledge These are three quick ways to establish credibility with your product and marketing allies. The important step here is becoming a partner to their efforts and establishing credibility. Further, all the ways listed above become all the more powerful when blended with automated Voice of the Customer functionality found in OpenText™ Explore, a multichannel analytics tool.

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5 Ways to get Your CEO, CFO & CMO Excited About Web Testing (Webinar)

web testing

Leading a strong web testing and optimization program is about so much more than conducting a lot of tests. How well are you heard in your organization? How do you get buy-in to test the hard stuff? How do you take intelligent risks? Keith Swiderski from Avis Budget Group, one of the leading practitioners of web optimization testing, joins us for a one-hour webinar to answer these questions, to talk about how to build sustained success, how to put testing in the driver’s seat, as well as specific tests that have delivered the biggest gains for his team. Register to view the recorded version of this webinar. The webinar includes: How to map tests to the key drivers of your business (hint: it’’s not all about revenue) How to communicate to the C-suite Key strategies for risk-taking and user understanding View the recording.  

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What do Las Vegas and OpenText Content Suite 16 have in common? Both are all about the experience.

If you’ve been to Vegas before, I imagine you’ll agree with me–Vegas is ALL about THE EXPERIENCE. The experience of the lights, the glitz, the casinos, the clubs, the shopping, and, my favorite…the shows. Once you’ve seen a show in Vegas, you will be spoiled forever. They are SPECTACULAR. I’ll never forget my first, one I took in just before jetting home on the red-eye after a week-long conference. After arriving home the next day, suffering from no sleep and a 5 hour delay in Detroit (so cruel), I looked in the mirror only to find I had been travelling with significant evidence (in my hair) of the Blue Man Group’s penchant for audience participation. Yes, now that was an experience on all fronts! And here I am again counting down the days for my next visit to Vegas for Enterprise World 2015, fervently building out the ‘Content Suite 16 show’ for all of you. I can’t promise pyrotechnics and percussion, but I can promise you a new experience you won’t soon forget—a NEW CONTENT SUITE USER EXPERIENCE! The new, roles-based, responsive UI is just one of the many Content Suite 16 highlights we’ll be sharing with you during Enterprise World. If you want to get a sneak peek of what’s coming before you head off to the Entertainment Capital of the World, sign up for our Content Suite 16 Beta Program, it offers an easy to trial option hosted on the OpenText Cloud. Then, when you’re in Vegas make sure to: Join us in the ECM Demo Theater, the place where our Product Managers will be showing off what we have store for you in CS16! This is a great opportunity to tap into insightful demos, feature overviews, and informative 1:1 sessions. And while you’re there, it’s also a great opportunity to take a few minutes to connect and network with like-minded OpenText customers! Take a look at the agenda and add these sessions to your event calendar. Come to one of the many breakout sessions highlighting CS16 innovations. Some sessions to make sure you don’t miss: ECM-410 What’s New in Content Suite 16 ECM-200 Product Update: Newest Advances and Future Developments in Content Server ECM-402 Panel Discussion: Digital Transformation – Another Buzzword or Essential to Survival? ECM-406 Product Update (Panel): Transform Your Organization by Putting the X in ECM This is really just scraping the surface of what we have on deck this year for ECM at Enterprise World 2015. Topping all this great stuff off are the announcements this week that legendary comedian and all-round great Canadian Mike Myers will be entertaining us as our Guest Keynote Speaker and our closing party will take place at OMNIA Nightclub. To say I’m excited would be an understatement. So pack your bags, we promise what we have to share with you will be an experience you won’t want to leave in Vegas!

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Spotlight On! Melanie Fong

Meet Melanie Melanie Fong is a Training Consultant in the Learning Services Department, located at our corporate headquarters in Waterloo, Ontario. As a trainer with Content Server expertise, Melanie believes in achieving excellence by understanding the challenges her students face on a daily basis. This week, Melanie sat down to tell us about what she’s looking forward to as a first-time instructor at OpenText Enterprise World (EW). Q: What courses or workshops will you be leading this year? I will be teaching Content Server related courses such as Knowledge Fundamentals. Q: How long have you been an instructor at EW? This is my first time! Q: What’s your pillar of expertise? My expertise is definitely Content Server—end-user focused. Q: What’s your favorite part about being an instructor? Getting my students excited about the tool. As I said, I’m end-user focused, which means there may be hesitation, concerns or challenges on the students’ side on how to implement a powerful tool like Content Server, and I love helping them to conquer those challenges. In turn, I embrace all challenges I am getting from companies and students to find satisfying solutions for the implementation of the software and make it user-friendly. After all, excellence is driven by users. Tom Jenkins (OpenText Chairman of the Board of Directors) once said: “A successful ECM application isn‘t measured if it does or doesn‘t work—it is measured by the number of active users who use the system for their daily work.” Q: What part of EW are you most looking forward to? Since this is the first time for me, I will go into the conference and training with eyes and ears wide open to learn as much as possible while giving back to others. Q: If you could have dinner with anyone, fictional or non-fictional, who would it be? Nelson Mandela. A truly inspiring man. Q: What’s the one food you can’t live without? Cherries! Q: What’s the best piece of advice you were ever given? Follow your instinct. A friend of mine said this to me years ago when I had to make a difficult decision. The decision I made appeared wrong at the time but felt right instinctively, and proved right in the end. I have learned to sit back and let my instinct work successfully when facing more complex situations. Meet Melanie and attend her training sessions at Enterprise World 2015 in Las Vegas, Nevada from November 8-10. To find out more information about the training program, or to register for Enterprise World training, visit our website.

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