ECM, also known as Content Services

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Is there anyone out there that has implemented a successful ECM (aka: Content Services) and would be willing to share your experience? We desperately need an enterprise content management system to get control of our information assets, many of which are still paper-based, but we also need to address the ever increasing ESI and our digital evidence. It seems like such a herculean task, and I’m wondering how others began. Surveying personnel? Site visits? Did you hire a company to conduct data analysis mapping? Any input would be greatly appreciated.

Orange County Sheriff’s Department

Wow – that is one broad question! The short answer is yes, have done that and yes, have seen a few failures along the way as well! I’ve been doing this for 15 years now, on the back of 40 years in IT and if ‘your’ Orange County is the same one as ‘my’ Orange County (Irvine CA) then I’d be more than happy to meet up for a coffee and chat about those experiences.

Zasio has been helping public and private organizations successfully implement such programs for years. We offer both consulting and technology, so we can do the site surveys, data mapping, retention schedules, plus our own configurable off-the-shelf software to implement the policies. I would be glad to talk with you to better understand your needs.

Zasio Enterprises Inc

I was brought into my position here at Flagstaff County after our brand new ECM software (Laserfiche) was purchased and they needed someone to implement it. It is not just moving documents in; you have to create your repository, test drive it, revise it, test drive, revise, test and then start bringing in documents and testing the new processes with more and more users, and then start the big migration of electronic documents into the new system, etc. Or you hire a trained consultant to do that all for you. It’s not a few weeks, or even a few months’ job. It may span years. It was two years before we had our largest department fully in and using it daily.

Without any software implementation experience, I learned the new system, created the repository folder structure, and walked this office through all of the above, to the point where we are now all in and using the new tools extensively. There are always people who hate change, so this was not always a fun process (change management training is very helpful!), but I did enjoy the experience overall and it is great to see how many people are now loving our ECM system and what it can do for them.

From my experience, I can tell you that the main things you need to know are: You must budget for staff to be fully focused on taking you through all these steps. Do not think that someone who already has a job can do this for you.
Your senior staff MUST, MUST! all be on-board with the decisions made, each decision no matter how small!. Make sure that they all understand that decisions made about how to move forward are to be supported by every single person in a senior position. Those under them must know that their supervisors expect them to follow what they are instructed to do. Some people do not like change and they will fight it if they are allowed to do so.
Don’t try to bring in everything all at once. Bring in small chunks of your organization’s electronic documents at a time. Work with those and make sure everything is running smoothly, that the new processes make sense and work for everyone. Then bring in another chunk and operate with them fully in for awhile. Bring in your largest chunk/department last. We brought in our CAO’s team documents first, which was great because anything agreed to by them as the best procedures to follow were supported fully by our CAO and that sets the tone for everyone else.
As you move along, there will be new procedures that staff should be trained in and expected to follow. Put those procedures in writing and make sure all staff are following those procedures.
Monitor for quality control. This is very important and will save you major headaches down the road! I check daily for glitches on the documents or otherwise not readable, text readable (OCR), making sure that staff are filing appropriately and templating the documents appropriately. I also check for terminated workflows or stalled Forms processes. And I watch for duplicates. This all makes sure that we are learning and adapting as we go along.

Hope this helps!

Sedgewick, AB CANADA

Carol: It would be hard to take the time needed to try and email all you would need to do. I can tell you how I,as a former CIO, did this for a large system, but it was tied into one major data base with sub data bases. It gave us the advantage of having some very confidential information being stored. The system was very functional and well used by over 400 users.

Sometimes it is better to look at the “big picture” rather than a small segment.

You are welcome to call me if you would like but be prepared to spend a little time regarding a good implementation of electronic records management.

Creative Technology and Management Services

It’s true that implementing a content services system can seem daunting, but believe me, it doesn’t have to be! The first step is recognizing your organization’s problems, and it seems like you’ve already done that, so congrats. A good next step would be to identify process automation opportunities, and outline your organization’s current flow. I recommend implementing a content services solution in phases so it’s easier to manage. This can be as simple as finding one internal use case that can benefit the most from a digital search repository.

From there, it’s really a matter of sitting down with a customer success team, explaining your problem, and letting them identify opportunities and architect a custom solution for your organization.
I’d love to chat more with you about this. Feel free to email me at justin.ullman@….

Hope this helps!


We started by creating a team comprised of internal IT, internal business reps,and a consultant/facilitator. The experienced consultant/facilitator was critical to our success.

We interviewed the business reps, idientified the business processes that were paper-centric, noted the “pain-point” and all opportunities for efficiences (those that were not directly related were still documented for other projects). Of course, the facilitator did the executive presentations which maintained the “buy-in” and support from that level of the organization.

Don’t try to do everything – start small but select a work stream which is productive as a good proof of concept. You might even pick your own business area for your “black box”. Once you have everyone in your area raving about the ease of use, speed of transaction completion, and cost elimination, etc., you will probably have an avalanche of volunteers to be next…Be prepared to develop and implement quickly – be agile.

Make sure you build the technical support in-house – the consultant will go but you need to have the technical support to enhance and maintain what is set up. The internal business reps become your business subject matter experts too.

For a paper-centric environment, this will be a major change. Don’t be disheatened by any resistance – don’t ignore it either.

Navy Federal Credit Union

There is no such thing as ECM Software but only software supporting ECM, because Enterprise Content Management is first Vision, Strategy and Methods, it is about People, Organisation and Processes, and last about Tools, Software and Technology. #ECM #ECMisnotdead #IIM

PROJECT CONSULT Unternehmensberatung

Is this your quote? If it is, I would like your permission to quote you in presentations within the DND/CAF (Department of National Defence/Canadian Armed Forces).

Thank you,

While your statement is “technically” correct, I find it somewhat misleading in that the same could be said for virtually any and every software, ex. there is no such thing as ‘accounting software’, or there is no such thing as ‘design software’, etc., etc.

Certainly, there is distinction between the practice of content management and the technical capabilities that enable it in the modern world, but I find the statement itself to be occlusive.


Like others, the short answer is “Yes”.
Specifically, I am part of a team that is implementing exactly this for the Sheriff’s Department in the 3rd largest county in the US.
If you want to chat, let me know…just to get your head around it, hear our use-cases, or just to vent 😉
Cheers. and Good Luck!!!

IQ Business Group, Inc.

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