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- Chapter 14
- Information Systems Management In Practice 5E
- McNurlin & Sprague
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- Document management: using new technologies to manage the information
resources that do not fit easily into traditional databases
- Knowledge management and knowledge sharing: using new technologies to
assist in capturing and sharing knowledge among people
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- A document can be described as a unit of “recorded” information
structured for human consumption”
- Definition also accommodates wide variety of documents used in
organizations:
- Contracts and agreements
- Drawings, blueprints, and photographs
- Reports
- E-mail and voice mail messages
- Manuals and handbooks
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- A document is a snapshot of some set of information that can:
- Incorporate many complex information types
- Exist in multiple places across a network
- Depend on other documents for information
- Change on the fly
- Have an intricate structure, or complex data types such as full-motion
video and voice annotations
- Be accessed and modified by many people simultaneously
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- The Roles Documents Play
- Four fundamental roles for documents in organizations:
- As a product, or support for a product
- As a fundamental mechanism for communication among people and groups
within an organization and between organizations
- As the primary vehicle for business processes
- As an important part of organizational memory
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- Application areas that are particularly susceptible to EDM are generic
functions in organizations that:
- Depend on documents as the primary mechanism for getting work done
- Are susceptible to emerging document technologies
- Have proven business value resulting from the use of EDM technologies
and approaches
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- EDM applications that generate value can be organized into the following
seven generic categories:
- To improve the publishing process
- To support organizational processes
- To support communication among people and groups
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- To improve access to external information
- To create and maintain documentation
- To maintain corporate records
- To promote training and education
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- Improving the Publication Process
- Documents are stored electronically, shipped over a network, and
printed when and where they are needed
- Benefits result from reducing obsolescence, eliminating warehouse
costs, and reducing or eliminating delivery time
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- Supporting Organizational Processes
- Use of technology to support these processes generates significant value
in reducing physical space for handling forms, faster routing of forms,
and managing and tracking forms flow and workload
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- Supporting Communication Among People and Groups
- Primary value of EDM applications in this category derives from the
richer communication offered by multimedia or compound documents, and
the reduced time needed to distribute documents electronically
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- Improving Access to External Information
- Two kinds of external resources are time-critical information (news)
and reference material
- Ex: news wire items, newspapers, periodicals, magazines, electronic
bulletin board items, books, video tapes, etc.
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- Creating and Maintaining Documentation
- Documentation applications maintain the “current version” of documents
- Must be updated and accessed frequently by a wide variety of requesters
- Ex:
- Internal standards and procedures manuals
- Engineering blueprints and diagrams
- Systems documentation and operating manuals
- Product documentation manuals and other product information.
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- Maintaining Corporate Records
- Role of EDM applications in this area is to manage this set of official
corporate records by providing archival storage and occasional
retrieval
- Savings from digital image processing in storage space and ease of
retrieval are impressive
- Additional value comes from:
- Reduced misfiling of important documents
- Quicker and more accurate retrieval
- Better access and sharing over geographic distances
- Better version control
- Improved retention management
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- Promoting Training and Education
- Continuous, sequential interaction over time between the user and the
information through the learning process, rather than a specific search
and retrieval event to obtain a document
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- Document mining is the process of analyzing a semantically rich document
or set of documents to understand the content and meaning of the
information they contain
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- The Value of Document Mining
- Valuable in many areas:
- Supporting the discovery process in litigation: requires examining
large quantities of documents to find the occurrence of specific
topics relevant to a trial
- Managing intellectual property: can help analyze patent repositories
- Managing internal R & D: can be used to analyze internal research
reports and lab reports to avoid previous pitfalls
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- Managing knowledge: repository of professional services documents,
white papers, and presentations that can be analyzed to address
clients’ needs rapidly
- Business intelligence: monitor hundreds of markets for technology
shifts, emerging competitors, and governmental regulations
- Organizing complex information: can select relevant documents, cluster
them into topics, and visualize the relationship among them
- Managing customer relationships: analyze customer feedback, etc., to
establish customer policies and procedures
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- Functions and Technologies
- Enhanced search and retrieval: improves the process greatly because
it’s based on the structure of language
- Summarization: based on lexical analysis; “indicative summaries”:
abstracts that indicate content; “informative summaries”: contain
enough content to replace entire original document
- Visualization: often called “InfoViz” as an analogy to data
visualization or “dataviz”
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- Categorization: automatically assigns a document to one or more
predetermined categories; based on lexical analysis
- Clustering: provides an overview of contents, identifies hidden
similarities and accelerates the process of finding similar or related
information
- Genre identification: indicates the type of document based on
characteristics of language, format, and content
- Metadata extraction: process of identifying key “features” and
extracting them
- Language identification: ability to automatically recognize foreign
languages
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- Underlying Infrastructure: improve handling information in any form;
have attributes that support document processing and management
- Stronger desktop workstations: permit display of documents and delivery
of nontext media
- Storage media: hold large volume of bits required for rich media
documents
- Networks: will interconnect workstations of most workers, within and
between organizations
- User-friendly software: enable computer illiterate people to deal more
easily with documents on computers
- Operating systems: increasingly document/object oriented; shift focus
from applications to documents
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- Document Processing Technologies
- Capture and creation: used to digitize information
- Storage and organization: determine how documents are stored and
organized
- Compound document architecture: consists of objects stored on different
devices
- Distributed storage: underscores the importance of distributed document
management software to provide organization and access to resource
- Integrating documents and databases: makes documents an integral part
of information resources
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- Hypertext: software that implements a hypertext structure
- Retrieval and synthesis: information retrieval, text retrieval, and
concept retrieval
- Transmission and routing: functionality required for business transport
of electronic documents:
- Authorization
- Authentication
- Encryption
- Filtering
- Print and display: important technology is the wide variety of digital
printers and copiers on a network
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- Document Management Functions
- Status reporting: Who has a document?
- Access control: Who “owns” it?
- Version control: What is the current version?
- Retention management: What are the legal retention requirements?
- Disaster recovery: How and where are the backup copies kept?
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- Roles and Responsibilities
- The IS department: responsible for evolving the technical
infrastructure
- Records management: has valuable experience in document management
practices
- Office management: files will be cross-referenced among departments and
linked with online databases
- Library: external sources of information available electronically
- Print shop: more computer power
- Training and education: based on multimedia technology and
computer-based courseware
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- An Action Plan
- Steps IS executives can take to prepare for developing an EDM strategy:
- Form a “document council”
- Form a document technology group
- Prioritize applications
- Develop an EDM plan
- Revise responsibilities
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- Four stages that represent what people do with knowledge:
- Knowledge creation and capture: generating knowledge
- Knowledge organization and categorization: creating best practices
knowledge bases or metadata indexes
- Knowledge distribution and access: push-pull
- Knowledge absorption and reuse: getting knowledge into people’s heads
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- The Cultural Side of Knowledge Management:
- Behavioral red flags:
- Being seen as a whistle-blower or messenger of bad news
- Losing one’s place as a knowledge gatekeeper
- Hiding from others to prevent knowledge sharing
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