Roles and Responsibilities in an capture and content project

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Hello all.  I am looking for a detailed document on the typical roles and responsibilities involved in an ECM Solution.  In staffing up a project, I need to provide as much detail as possible on the activities and responsibility of each role.

The roles I have identified are the Document Capture Administrator, Document Capture Developer, Business Analyst, Content Repository Developer, Content Repository Admin, and Records administrator.

Any help is appreciated.

Thank you.

Rene Brito
Digital Business Automation Specialist in Government Sector


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Hi Rene,

To a degree it depends on a number of considerations, especially around what scope of “ECM” you are planning to address:

  1. Are you asking about the technology roles in addition to the IM roles?  If so (and I think you are since you listed a couple of ‘developer’ roles), then you should consider adding:
    1. Programme Manager (since “ECM” is just too large and convoluted to manage as a single project)⭐
    2. Project Managers (for the projects the programme manager divvies the work into)⭐
    3. Solution Architect⭐
    4. Information Architect(s)  – strongly recommend you do NOT attempt such an undertaking without an experienced IA architect!!)⭐
    5. Security Architect (you only need to look to the news on pretty much a weekly basis to know that this is not an optional role, and definitely not one you want to skimp on either!)⭐
    6. Technical Architect (all things infrastructure)
    7. Application Architect (and, no, developers are not architects, and you shouldn’t go the other way either….separation of duties!)
    8. Integration Architect (if you plan to have any interop between ECM and other tech, you need this role)
    9. Sometimes the technical architect leads other specialty domain architects such as network, storage, etc.  If that is not case for your IT dep’t, then you’ll need those folks involved, albeit usually just during the design phase, and typically only a limited amount of assigned time, but may also do review activities of what actually gets built/configured.
    10. Change Manager (depending on how big your programme of projects actually ends up, and other factors like how many locations have to be included, may require more than 1 person).  It’s possible that this role may include a ‘communications manager’ aspect to it, or you might have to separate that.  Same with comms designers, graphics resource, etc.⭐
    11. If you have a large user population, and especially if they’re geo-dispersed, you may require a dedicated (part of full-time) training developer/delivery resource
    12. I’m not sure exactly what the “content repository developer” is tasked with so this might be a role that you don’t actually need
    13. DB admin (depends on what the application stack is, where it’s hosted, how big your content volume is and so on, but definitely a potential requirement)
  2. Depending on the particular technology stack you’ve chosen (or do choose), there may be some additional IT roles that need to be involved either in the ‘projects’ phase, or in the BAU operation, or both.  An example would be if you go with SharePoint, it is an exceedingly good idea to have a very capable UX designer (and potentially developers – although there is a product I can help you with that essentially eliminates the need for developers, ping me directly if you want to discuss that) as deploying SharePoint (even ‘modern’ page based) without making it NOT look like SharePoint has proven time and again to be a BAD idea.  Especially if your scope includes replacing/augmenting your organization’s intranet.
  3. You’ve included roles for doc capture and records admin, so it seems reasonable to assume your scope includes records management as well as paper capture.  What about OCR/ICR?  That might mean that you need someone to do the mapping and training for that (perhaps that would fall under your BA role, but maybe not).  What about digital assets/multi-media?  If your scope includes that you may need a role to deal with corralling all the media files, maybe conversion and transcoding, metadata extraction and enrichment, etc.  Are you including process automation (ranging from basic approval workflows up to process orchestration and RPA)?  If so, probably need at least a workflow developer and possibly up to an Enterprise Business Architect.  What about an extranet aspect?  And analytics/ML/AI?  That means roles both in IT and business SME’s.
  4. In my opinion you definitely should always consider an ongoing role for a Search Admin.⭐
  5. Are you including content for marketing and/or sales consumption by prospects/customers?  If so, you’ll want to consider a CEX (Customer EXperience) lead, as well as an analytics/optimization role ongoing.
  6. Digital signatures?  Legal probably needs to be involved.  Speaking of the bloodsucking S*B’s (ahem), if you’re bringing in contract content you’ll need them involved for that as well.
  7. Migration resources – gotta figure out what you’re bringing in, from where, how, and then the actual ‘doing’ part.⭐
  8. If you’re doing any sort of integration, CEX/design, customization, etc. then you need a Test Manager/Test Lead as well as testers.
  9. Might want to get technical writer(s) for creating/tailoring support documentation specific to your implementation
  10. If you have a need to do actual long-term archiving (as opposed to just retention), you might need some time and effort from an actual archivist.  And no, most records managers are not archivists.

 

Other than that, I think you had all the roles listed��.  Though the ones I personally see as critical have the nice yellow stars.

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Sorry, some additional brain cells in my noggin warmed up a bit after sending (and to hopefully prevent any pitchforks being tossed my way by the folks I, very accidentally!, forgot)….��….if “ECM” is a net new thing for your organization, you’re also going to need some IG resource(s) to define policies, procedures, guidelines and such and design an audit programme to measure and drive continuous improvement (or, at least, continuously acceptable mediocrity!).

(if all the IG professionals would be kind enough to just slip those pitchforks and machetes back into their storage locations now, I would be mighty grateful!!��)
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Hi Rene:

In responding to your question, so much depends on the size of your organization.  In my case, we have very few roles as our org is not very large:

1) IT needs to set everything up and be on hand for troubleshooting.  I recommend one IT person learn and be responsible as your go-to person for help.
* If your IT department is large, I recommend that you have specific people assigned as the experts for your ECM software due to the complexities involved.

2) Once purchased, someone (or a team!) needs to be assigned the role of creating the repository and the processes that will be used by the users.
* I do the building, but an implementation committee was part of every decision in building what we wanted to do with the software.
* So, essentially, you have a builder AND you have a team of decision makers and/or policy makers.  The number of roles you have here will depend
on the size of your organization.
* You may also want to include the role of “test pilots”.  We ran with test pilots for a year before we were sure we were ready to bring in the other depts.

3) Once built, someone is needed for quality control (especially in the first year), maintenance, troubleshooting, change management/enhancements.
* I do quality control and maintenance.  I review all new incoming records to ensure they are named, templated, and filed according to our policies.
* Maintenance would include helping the users, ensuring automation is working smoothly, and looking for ways to improve what isn’t working well.
* Maintenance would also include disposition of records and this would vary depending on what software you purchase.
* I also continue to create more and more paperless systems, replacing old paper processes (have been for 5 years).
* IT is involved only when major changes are anticipated, or when something goes wrong (as it often does with technology!!).

4) Then you have your users.  We have our “power users” and our regular users.
* Our power users are assigned as the go-to person for their department.  They are responsible for ensuring their dept’s records are in the ECM system
as per our agreed upon procedures, fully named and templated, and filed in a manner that will assist their dept’s users in finding what they need when
they need it.  If someone can’t find something, they go to that person as a source to find out why.
* Our other users occasionally bring documents in, but more often they are just looking for records.

That’s it for us!   After building: one quality control/maintenance/enhancements person, one IT contact person, 7 department “go-to” power users, and our regular users.

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Connie Prendergast
Records Management Clerk
Flagstaff County
Sedgewick, AB CANADA
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Rene;

I am attaching a PPT file that describes an ECM Center of Excellence(COE).  I have used this organizational structure many times when helping organizations implement an ECM solution.  Please feel free to reach out to me if you want to discuss further

Thanks

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Alan Weintraub
DocAuthority
alan.weintraub@…
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Alan, that is an excellent outline for a larger corporation!  In our case, I’m it for 90% of that list!

Again, I find myself wishing there was a “like” or a thumbs up button for our forum!  🙂

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Connie Prendergast
Records Management Clerk
Flagstaff County
Sedgewick, AB CANADA
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Hey Connie, there actually is such a feauture: “Recommend”. I applied it myself to your previous post in this thread…

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Viona Rampelberg
Knowledge Manager
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Thanks, Viona!

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Connie Prendergast
Records Management Clerk
Flagstaff County
Sedgewick, AB CANADA
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Pretty much a one-to-one match for my list ��.

One of the extra roles I had in my list that I think you might want to consider adding to your list is testing resources.  Functional and non-functional, particularly when you get to the point of actually migrating any sizeable volume of data in, you want to be sure that performance doesn’t go underwater or it’s going to be an even harder sell to get your stakeholders to actually use the system (and all the processes and governance that go with) versus resorting back to whatever preceded it (file shares and Exchange).

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Very valuable.  Thank you so much!

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Rene Brito
Digital Business Automation
IBM
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Thank you so much.  Very valuable!

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Rene Brito
Digital Business Automation
IBM
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Hi Rene,

This is a good listing of the roles and responsibilities that members have provided. The appropriate composition will depend on the scope of the project, as Lorne stated.  Some years back I produced a RACI (Responsible, Accountable, Consulted, Informed) matrix for an ECM project.  The scope was primarily EDRMS and included many roles identified in this conversion thread. My RACI included roles tied to work streams with work packages. If you are interested in the RACI and want to discuss it, then please contact me at amitabh@…

Lorne, you are lucky … I did slip my pitchfork back into its storage location.  :)) LOL!!

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Amitabh Srivastav, CIP, IGP, PMP
VP, Operations & Governance
HELUX
amitabh@…
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I think based on the great feedback I received, I have what I need for now.  Thanks for everyone’s feedback.

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Rene Brito
Digital Business Automation
IBM
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I think a good addition to this thread might be the document that you end up with, for anyone in the future that might need something similar.  If you feel able to share that resulting document.

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Connie Prendergast
Records Management Clerk
Flagstaff County
Sedgewick, AB CANADA
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