This session reveals recent trends and data from Forrester Research in the area of content management. The market is shifting quickly to cloud services for content management and collaboration. See where the market is going, how firms are re-thinking their ECM road maps, and how the rise of AI and analytics is creating new use cases.

Rinehart discusses the identification of legacy business data sources and how to align business processes in building new integrated KM applications. He covers data dictionaries, business process alignment, and how to tackle enterprise integration of data and information to create decision-making dashboards. Clarke talks about knowledge sweeps and demonstrating value for product development. A knowledge sweep, or KSweep, is a cyclical KM research methodology used at Goodyear in support of product development.

It involves direct customer interaction with KM specialists that occurs either in person, or via a telecommunications software product such as Skype. Once a KSweep is initiated, internal and external database queries are conducted in a collaborative manner. Search results are organized and stored within a SharePoint site. Additional KSweep iterations may follow based on customer feedback. After a designated time period, KSweep customers are asked to confirm either internal knowledge reuse or external knowledge discovery based on engaging in this KM service. Hear the results of Goodyear’s disciplined experiment using KSweep.

When responding to technical queries it is imperative to push the content to the end users as quickly as possible. Going from the average time of 80-plus days to article approval to 14 days was the result of letting the community of contributors be their own linguistic police where only the technical accuracy needed to be approved. Hear more about how happy parties all around and a more efficient process were initiated. Donze discusses the evolution of ECM (enterprise content management), where deep, embedded, and regulated processes and policies are pressured by user choice, leading to a new wave of applications across ECM. He covers how user/IT decision-making power rebalanced, beginning with the invention of the smartphone through the proliferation of easy-to-adopt alternative SaaS applications like Slack, Dropbox, and Google Drive and how poor UX in enterprise tools can put companies at risk of non-compliance through “shadow IT” and then makes ECM predictions for 2019 and beyond.