Enterprise Content and Search Management for Building Digital Platforms E-Book
Shailesh Kumar Shivakumar
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- Herausgeber: John Wiley & Sons
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
Provides modern enterprises with the tools to create a robust digital platform utilizing proven best practices, practical models, and time-tested techniques Contemporary business organizations can either embrace the digital revolution--or be left behind. Enterprise Content and Search Management for Building Digital Platforms provides modern enterprises with the necessary tools to create a robust digital platform utilizing proven best practices, practical models, and time-tested techniques to compete in the today's digital world. Features include comprehensive discussions on content strategy, content key performance indicators (KPIs), mobile-first strategy, content assessment models, various practical techniques and methodologies successfully used in real-world digital programs, relevant case studies, and more. Initial chapters cover core concepts of a content management system (CMS), including content strategy; CMS architecture, templates, and workflow; reference architectures, information architecture, taxonomy, and content metadata. Advanced CMS topics are then covered, with chapters on integration, content standards, digital asset management (DAM), document management, and content migration, evaluation, validation, maintenance, analytics, SEO, security, infrastructure, and performance. The basics of enterprise search technologies are explored next, and address enterprise search architecture, advanced search, operations, and governance. Final chapters then focus on enterprise program management and feature coverage of various concepts of digital program management and best practices--along with an illuminating end-to-end digital program case study. * Offers a comprehensive guide to the understanding and learning of new methodologies, techniques, and models for the creation of an end-to-end digital system * Addresses a wide variety of proven best practices and deployed techniques in content management and enterprise search space which can be readily used for digital programs * Covers the latest digital trends such as mobile-first strategy, responsive design, adaptive content design, micro services architecture, semantic search and such and also utilizes sample reference architecture for implementing solutions * Features numerous case studies to enhance comprehension, including a complete end-to-end digital program case study * Provides readily usable content management checklists and templates for defining content strategy, CMS evaluation, search evaluation and DAM evaluation Comprehensive and cutting-edge, Enterprise Content and Search Management for Building Digital Platforms is an invaluable reference resource for creating an optimal enterprise digital eco-system to meet the challenges of today's hyper-connected world.
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Enterprise Content and Search Management for Building Digital Platforms
Shailesh Kumar Shivakumar
Copyright © 2017 by the IEEE Computer Society, Inc. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada.
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Library of Congress Cataloging-in-Publication Data:
Names: Shivakumar, Shailesh Kumar, author. Title: Enterprise content and search management for building digital platforms / Shailesh Shivakumar. Description: Hoboken : Wiley, 2016. | Includes index. Identifiers: LCCN 2016032953 (print) | LCCN 2016048578 (ebook) | ISBN 9781119206811 (paperback) | ISBN 9781119206828 (pdf) | ISBN 9781119206835 (epub) Subjects: LCSH: Management--Technological innovations. | Digital media--Management. | Multimedia systems--Management. | Performance technology. | BISAC: COMPUTERS / Web / Site Design. Classification: LCC HD30.2 .S558 2016 (print) | LCC HD30.2 (ebook) | DDC 658.4/038011--dc23 LC record available at https://lccn.loc.gov/2016032953
To my parents, Shivakumara Setty V and Anasuya T M, from whom I borrowed love and strength To my wife, Chaitra Prabhudeva, and my son, Shishir, from whom I borrowed time and support To my in-laws, Prabhudeva T M and Krishnaveni B, from whom I borrowed help and courage and To all my schoolteachers who bestowed lots of love and knowledge upon me
Contents
Preface
Acknowledgments
About the Author
About the Companion Website
Part 1: Content Management Basics for Digital Platforms
Chapter 1 Introduction to Digital Platforms
1.1 Enterprise Digital Ecosystem
1.2 Concepts of Enterprise Content Management (ECM)
1.3 Enterprise Digital Strategy and Content Strategy
1.4 Digital Content Management and Enterprise Search: An Overview
1.5 Chapter Summary
Chapter 2 Content Strategy
2.1 Overview of Content Strategy
2.2 Prerequisites for Content Strategy
2.3 Defining Content Strategy
2.4 Content Strategy Case Study
2.5 Chapter Summary
Chapter 3 Basics of Content Management Systems
3.1 What Is a Content Management System?
3.2 CMS Key Design Principles
3.3 CMS Capabilities and Attributes
3.4 Content Lifecycle Management in CMS
3.5 A Brief Description of Open Source CMS and JCR
3.6 Chapter Summary
Chapter 4 Content Management System Architecture
4.1 CMS Design and Architecture
4.2 Modern CMS Architecture Patterns
4.3 CMS Value Articulation and Solution Principles
4.4 CMS Solution Design Principles
4.5 Design of CMS Solution Components
4.6 CMS Operations Management
4.7 Realizing Content Strategy with CMS
4.8 CMS Reference Architectures
4.9 Chapter Summary
Chapter 5 Development Using Templates and Workflows
5.1 CMS Template Design
5.2 Authoring Content Using an Authoring Template
5.3 Chunking and Templates for Chunks
5.4 Template Support among Various CMS
5.5 Case Study: Building Content Templates for a Web Support Site
5.6 Content Workflows
5.7 Case Study: Modeling Workflow for a Knowledge Management System
5.8 Chapter Summary
Chapter 6 Content Information Architecture, Taxonomy, and Metadata
6.1 Intuitive Information Architecture
6.2 Introduction to Taxonomy and Metadata
6.3 Metadata Usage in Relevant Content Discovery
6.4 Integration of Metadata with CMS
6.5 Metadata Standards and Formats
6.6 Case Study: Content Metadata to Increase Search Effectiveness
6.7 Other Utilities of Content Metadata
6.8 Taxonomy Governance
6.9 Chapter Summary
Part 2: Advanced Content Management
Chapter 7 Content Integration and Content Standards
7.1 Content Integration Requirements
7.2 CMS Integration View
7.3 CMS Integrations
7.4 CMIS-Based Integration
7.5 CMS Integration with Other Systems
7.6 Content Standards
7.7 Chapter Summary
Chapter 8 Digital Asset Management and Document Management
8.1 Digital Asset Management (DAM)
8.2 Document Management
8.3 Chapter Summary
Chapter 9 Content Migration
9.1 Content Migration
9.2 Chapter Summary
Chapter 10 Content Governance: Validation, Analytics, KPIs, SEO, and Evaluation
10.1 Content Validation
10.2 Content Analytics and KPIs
10.3 Content SEO
10.4 CMS Evaluation Framework
10.5 Appendix: WCMS Features
10.6 Chapter Summary
Chapter 11 Content Security
11.1 Content Security Vulnerabilities and Mitigation Steps
11.2 Generic Content Security Scenarios
11.3 Security Testing
11.4 Security Best Practices
11.5 Case Study: Security Testing for a CMS Application
11.6 Chapter Summary
Chapter 12 Content Infrastructure and Performance Optimization
12.1 CMS Infrastructure Architecture
12.2 Content Performance Optimization
12.3 Content Performance Key Performance Indicators (KPIs)
12.4 Content Performance Validation
12.5 Content-Related Best Practices
12.6 Chapter Summary
Part 3: Enterprise Search Technologies 375
Chapter 13 Introduction to Enterprise Search
13.1 Introduction to Enterprise Search
13.2 Enterprise Search Overview
13.3 Enterprise Search capabilities
13.4 Enterprise Search Features
13.5 Chapter Summary
Chapter 14 Advanced Enterprise Search
14.1 Federated Search
14.2 Advanced Search Features
14.3 Enterprise Semantic Search
14.4 People Search and Social Search
14.5 Mobile Search
14.6 Big Data Search
14.7 Search Engine Optimization (SEO)
14.8 Case Study: Information Management Portal Driven by Apache Solr
14.9 Chapter Summary
Further Reading
Index
Wiley End User License Agreement
List of Tables
Chapter c1
Table 1.1
Table 1.2
Chapter c2
Table 2.1
Table 2.2
Table 2.3
Table 2.4
Table 2.5
Table 2.6
Table 2.7
Table 2.8
Table 2.9
Table 2.10
Chapter c3
Table 3.1
Table 3.2
Chapter c4
Table 4.1
Table 4.2
Table 4.3
Table 4.4
Table 4.5
Table 4.6
Table 4.7
Table 4.8
Chapter c5
Table 5.1
Table 5.2
Table 5.3
Chapter c6
Table 6.1
Chapter c7
Table 7.1
Table 7.2
Table 7.3
Table 7.4
Chapter c8
Table 8.1
Chapter c9
Table 9.1
Table 9.2
Table 9.3
Table 9.4
Table 9.5
Chapter c10
Table 10.1
Table 10.2
Table 10.3
Chapter c11
Table 11.1
Table 11.2
Chapter c12
Table 12.1
Chapter c13
Table 13.1
Table 13.2
Table 13.3
Chapter c14
Table 14.1
Table 14.2
List of Illustrations
Chapter 1
Figure 1.1
Enterprise Digital Capabilities
Figure 1.2
Business capabilities enabled by digital technologies
Figure 1.3
ECM Capabilities
Figure 1.4
Book Focus Areas
Figure 1.5
Enterprise Digital Strategy
Figure 1.6
Content Strategy Framework
Chapter 2
Figure 2.1
Content Strategy Phases
Figure 2.2
Retail buyer persona's purchase journey
Figure 2.3
Sample Content Model for e-commerce content
Figure 2.4
Mapping of site_web_asset attributes to page elements
Figure 2.5
Content Reusability Strategy Steps
Figure 2.6
Product Content Model
Figure 2.7
Assembled Product Content XML
Figure 2.8
Effective Content Dimensions
Figure 2.9
Mapping Content Roles to Activities, Challenges, and Tools
Chapter 3
Figure 3.1
CMS Core Features
Figure 3.2
Content Management Capability Model
Figure 3.3
Content Lifecycle Stages and Best Practices
Chapter 4
Figure 4.1
CMS Selection and Implementation Methodology
Figure 4.2
API Gateway-based Microservices architecture
Figure 4.3
Program vision mapping to CMS solution components
Figure 4.4
Multi-site management framework
Figure 4.5
Content Publishing Process
Figure 4.6
Content Staging Scenario
Figure 4.7
CMS Environment Hierarchy and Promotion Process
Figure 4.8
Continuous Content-Editing Process
Figure 4.9
CXM Platform Capabilities
Figure 4.10
CXM Attributes
Figure 4.11
CMS-Based CXM Reference Solution Architecture
Figure 4.12
CMS-Based Knowledge Management Solution Architecture
Figure 4.13
Digital Marketing, Overall Picture
Figure 4.14
Digital Marketing Reference Solution Architecture
Figure 4.15
Digital Marketing Content Features
Figure 4.16
Apache JackRabbit Architecture
Chapter 5
Figure 5.1
Flexible Section Template
Figure 5.2
Product Overview Chunk
Figure 5.3
Full-Page Content Using Flexible Section Template
Figure 5.4
Content Chunk Authoring Using Flexible Section Template
Figure 5.5
Chunk-Based Dynamic Page Aggregation
Figure 5.8
Product Category Page Consisting of Chunks
Figure 5.9
Marquee Chunk Template
Figure 5.10
Right-Hand Section Chunk Template
Figure 5.11
Product Category Chunk Template
Figure 5.12
Flex Section Chunk Template
Figure 5.13
Home Page Wireframe
Figure 5.14
Landing Page Wireframe
Figure 5.15
My Content Chunk Template
Figure 5.16
Sample Content Workflows
Figure 5.17
Business Process Diagram for Knowledge Article Publishing
Figure 5.18
CMS Workflow for Implementing Knowledge Article Publishing Process
Chapter 6
Figure 6.1
Content IA for Manufacturing Portal
Figure 6.2
Content IA for Internal Employee Portal
Figure 6.3
Target Audience Metadata
Figure 6.4
Sample Functional Taxonomy
Figure 6.5
Role of Metadata in Content Search
Figure 6.6
XML-Based Dublin Core Metadata
Figure 6.7
SKOS with Content Categories
Figure 6.8
Taxonomy Definition Process
Chapter 7
Figure 7.1
CMS Integration View
Figure 7.2
Enterprise CMS Integration: The Big Picture
Figure 7.3
CMS-TMS Integration Process
Figure 7.4
CMS Publishing Services
Figure 7.5
CMS Portal Integration
Figure 7.6
Image Request Workflow
Figure 7.7
CMIS-Based Integration
Figure 7.8
Sample Content XSD
Figure 7.9
Content XML
Figure 7.10
XML-Based Structured Publishing
Figure 7.11
Sample DITA Concept Topic
Figure 7.12
Sample DITA Task with Sequence Steps
Figure 7.13
Home Page Content in JSON
Figure 7.14
RSS Format News Content
Figure 7.15
Sample SOAP Content
Figure 7.16
JSON Content Format
Figure 7.17
JSON Product Listing
Chapter 8
Figure 8.1
DAM Architecture and Services
Figure 8.2
Asset Search Process
Figure 8.3
Document Management System Capabilities
Figure 8.4
DMS Reference Architecture
Figure 8.5
Document Management System Evolution
Figure 8.6
Document Management Application for a Banking Portal
Chapter 9
Figure 9.1
Content Migration Principles
Figure 9.2
Migration Design Considerations
Figure 9.3
Content Migration Approach
Figure 9.4
Migration Steps
Figure 9.5
Migration to Drupal CMS
Figure 9.6
Migration to Adobe AEM
Figure 9.7
Migration Automation Stages
Figure 9.8
API-Based Migration Framework
Chapter 10
Figure 10.1
Content Analytics Strategy
Figure 10.2
Analytics-Driven Personalization for CXP
Chapter 11
Figure 11.1
CMS Permission Inheritance through Resource Hierarchy
Figure 11.2
Penetration Testing Approach
Chapter 12
Figure 12.1
CMS Deployment Setup
Chapter 13
Figure 13.1
Enterprise Search Platform
Figure 13.2
Enterprise Search Evolution
Chapter 14
Figure 14.1
Federated Search Architecture
Figure 14.2
Data Integration into Intermediate Repository
Figure 14.3
Search Security Module Design
Figure 14.4
Semantic Search Process
Figure 14.5
Enterprise Big Data Setup
Figure 14.6
Apache Solr for Big Data Processing
Figure 14.7
Page-Level SEO Measures
Figure 14.8
SEO Strategy
Figure 14.9
Content and Document Management Portal
Figure 14.10
Search Crawling and Indexing Process
Guide
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Preface
Disruption in digital technologies has opened up an entirely new realm of possibilities for enterprises. Harvesting new-age digital technologies can redefine the ways business is done online and can potentially give numerous possibilities to reengage with stakeholders such as consumers, partners, resellers, and others. Digital technologies enable enterprises to provide on-demand, customer-centric, personalized, contextual, and meaningful content from anywhere, anytime, on any device. Digital-enabled business models reshape customer experiences and form the key differentiators. As a result, the digital user will be meaningfully engaged bringing in productivity, loyalty, and long-term relationship. On the B2B front, digital technologies have also opened up new realms of possibilities through process optimizations, enterprise integrations, and other developments, and a digital technology ecosystem has reshaped infrastructure and operations sides of things through hardware consolidation and cloud enablement.
Digital technologies are disrupting most of the business domains, technology ecosystems, and business processes. Due to its wide range of benefits and long-term strategic impact and competitive advantages, enterprises across domains are embracing digital revolution. In today's hyper-connected world, word-of-mouth promotion is given preference over sponsored ads, Facebook “likes” count more than expert rating, and enterprises strive hard to convert a visitor into a brand advocate using digital technologies.
Drivers and Motivations for the Book
Modern enterprises face multiple challenges in building a robust enterprise digital ecosystem. The challenges are multifold in nature and consists, among other things, of internal challenges concerning employee productivity, process optimization, information management, content management, and big data management. Coupled with these are external challenges such as, among others, Omni-channel customer engagement, social and collaboration integrations, personalized presentation, and competitive pressures.
Based on our experience, the most effective way to address these challenges is to provide a robust information management system consisting of seamless relevant information discovery. This book tries to address these two fronts by exploring various concepts in digital content management (for information management) and enterprise search (for efficient information discovery). This book takes a differentiated view through a combined focus on content management and enterprise search. During the process it aims to help organization build robust digital platforms using proven best practices, practical models, and time-tested techniques discussed in the book.
We can map the technology topics (CMS and Enterprise Search) discussed in this book with the modern digital platform's capability as shown in the following diagram:
The first layer depicts the core digital technologies, namely ontent management system (CMS), enterprise search, portals, and analytics. The second layer maps the technical capabilities offered by corresponding technologies. CMS provides robust content management, workflows, documents, and asset management whereas search provides relevant search and recommendations. Both CMS and search would enable metadata-tagging capabilities. The outermost layer depicts the business capabilities enabled by corresponding technology capabilities. Content management enables intuitive user experience, communication, messaging, branding, and micro-site. Search and CMS combined enables promotions management, campaigns, and marketing and relevant information discovery capabilities.
The diagram depicts the importance of role played by CMS and enterprise search in a digital scenario. CMS and search form the information management backbone for a digital enterprise. The book tries to cover the capabilities discussed under CMS and search umbrella and relevant analytics capabilities wherever applicable.
Key Differentiators of the Book
The key differentiators and novel aspects of this book are summarized in the following list:
Wide coverage of modern methodologies and techniques:
We have covered emerging technologies such as micro services architecture in content management, CMS-based customer experience platform (CXP), Big Data search, semantic search, Omni-channel content enablement, JCR and CMIS standards, content analytics, SEO, and KPIs. We have detailed trends in CMS and enterprise search we have noticed and have provided good coverage of emerging trends. CMS is explored from security, infrastructure, and performance viewpoint as well.
Content frameworks:
The book covers many practically proven models and techniques related to CMS evaluation framework, content migration framework, search evaluation framework, and other aspects that can be used in real-world digital engagements. Comprehensive CMS, search, and DAM evaluation templates are given in Appendixes C, D, and F, respectively.
Elaborate content strategy discussion:
As content strategy forms the core of content management, we engage in an in-depth discussion of it in Chapter 2 along with a detailed case study. All chapters in Parts I and II are organized to realize various elements of content strategy discussed in Chapter 2. We have also provided a content strategy template in Appendix A to complement the concepts discussed in Chapter 2.
Case-study-based approach:
All core topics (such as templates, workflows, content security, performance, metadata, document management, content migration, and such) have detailed in-context case studies to provide the practical flavor to the topic discussion. The Online Wiley book support material section provides content case studies to explain the best practices used in real-world engagement. Case studies are used as tools to reinforce the theory concepts and provide practical applicability for them. Online support material also has an elaborate end-to-end digital program case study covering CMS and enterprise search for a digital e-commerce platform.
Sample code and configuration:
We have provided sample code while discussing JCR migration concepts to elaborate the concept in Chapter 9. We have also given the configurations that can be used to address security vulnerabilities and optimize content performance in Chapters 11 and 12, respectively.
Reference architectures:
The book provides reference architecture for various CMS and search-based applications. Reference architecture of CMS-based customer experience platform, knowledge management system, digital marketing platform, and e-commerce platform are elaborated.
Proven best practices and checklists:
We have provided elaborate practically proven best practices while discussing key topics (such as content services, content security, templates, etc.). We also provided content management checklist in Appendix B section. Architects and managers for content and search engagements could use this.
Content integrations:
We have dedicated Chapter 7 to integrations with CMS providing details about optimal integration techniques with CMS.
Synergies between enterprise content and search:
This book tries to explore the synergies between enterprise content and search systems to build a robust digital platform. Metadata, taxonomy, SEO, analytics, and digital program management are explored from this dimension.
Practically proven models and best practices:
We discuss various models and best practices related to content such as template design, workflow design, and Omni-channel content design that are successfully employed in various practical engagements.
Architecture concepts:
There is an in-depth coverage of various architecture concepts for content management and digital search. Practitioners can use this as reference architecture in digital programs.
Reusable templates:
We have provided CMS evaluation template, search product evaluation, and content strategy template in the appendix sections. Readers can use it for content programs.
Main Themes and Focus Areas
Main themes and focus areas of this book are:
Digital content management and enterprise search:
The primary focus areas of this book are digital content management (primarily Web content and digital assets through Web content management [WCM] concepts) and enterprise search. Wherever necessary, the book also elaborates other supporting systems/components such as digital asset management (DAM) systems, document management system, workflow management, and Web analytics, among others.
Technology and product agnostic view:
The concepts, methodologies, techniques, and best practices discussed in the book are product and technology agnostic. Wherever necessary, concrete examples are drawn from specific technologies and products to explain the concept.
Open source frameworks:
Many of the concrete examples are drawn from open source products. Some reference architectures are also developed using open-source components. The intention is to help readers leverage open-source technologies while creating digital systems.
Proven practical methodologies and best practices:
We have elaborated many proven models and best practices in areas such as content migration, CMS evaluation framework, content performance, content security, and such. This would help the content and search practitioners apply these frameworks and techniques.
Challenges and best practices:
While discussing core portal technologies such as integrations, content management, search, and others, we have discussed the commonly encountered challenges/pitfalls and the best practices.
Chapter Organization and Target Audience
The book is organized in three parts with 14 chapters. The online Wiley book support material section provides various supporting material such as content case study and end-to-end digital case study. Part I consists of six chapters that introduce reader to core concepts of content management. We look at content strategy, CMS basics, CMS architecture, templates and workflow, information architecture, taxonomy, and content metadata. Part II includes six chapters and extends the content management concepts and elaborates on topics related to integration, content standards, DAM and document management, content migration, CMS evaluation, content validation, content analytics, content security, content performance. Part III consists of two chapters and is mainly dedicated to discussing basics of enterprise search and advanced search.
We have provided six appendix sections: Appendix A provides a content strategy template, Appendix B provides a checklist for various content management activities, Appendix C is a CMS product evaluation template, Appendix D is the enterprise search product evaluation template, Appendix E provides sample Java code for adding a JCR node, and Appendix F provides an evaluation template for DAM platforms.
The following is the high-level summary of various chapters along with intended target audience:
Chapter
Main topics
Target Audience
Part I: Content Management Basics For Digital Platforms
Chapter 1: Introduction to Digital Platforms
Enterprise digital ecosystem, enterprise content management concepts, digital strategy, content strategy, digital content management overview, enterprise search overview
Digital architects, enterprise architects, program managers, business analysts, and senior business executive
Chapter 2: Content Strategy
Content strategy overview, strategy challenges, strategy essentials, content characteristics, requirements elaboration, content strategy definition process, content strategy phases, content strategy elements, content strategy case study
Content architects, content strategists, CMS developers, and enterprise architects
Chapter 3: Basics of Content Management System
CMS drivers, CMS design principles, CMS attributes, CMS capabilities, Discussion of CMS systems (WordPress, Drupal, Joomla), and Apache Jackrabbit
Enterprise architects, content architects, and CMS developers
Chapter 4: Content Management System Architecture
CMS design and architecture, CMS architecture patterns, CMS value articulation framework, CMS solution component design, Multi-site design, content folder design, content URL design, localization design, CMS infrastructure design, content strategy realization in CMS, CMS reference architecture, customer experience platform design, knowledge management system design, and content marketing platform design
CMS architects, CMS developers and enterprise architects
Chapter 5: Templates and Workflows
CMS template design, authoring and presentation templates design and usage, template-user interface, template development case study, workflow design, workflow optimization, workflow case study
Content architects, content authors, and CMS developers
Chapter 6: Content Information Architecture, Taxonomy, and Metadata
Designing intuitive information architecture (IA), elements and goals of IA, taxonomy concepts, taxonomy and metadata, metadata types, metadata standards (Dublin Core and SKOS), metadata case study
Enterprise architects, content architects, content strategists, and information architects
Chapter
Main topics
Target Audience
Part II: Advanced Content Management
Chapter 7: Content Integration and Content Standards
CMS integrations with security systems, TMS, search engine, portals, presentation engines, metadata systems, feeds, DAM, CMIS integrations.
Content standards: HTML/XML, DITA, JSON, SCORM, Web service formats (REST and SOAP)
Content architects, Integration architects, CMS administrators, CMS developers, and enterprise architects
Chapter 8: Digital Asset Management and Document Management
DAM objects, architecting DAM system, DAM challenges, document management system capabilities, document management evolution and road map, document management case study
Content architects, CMS developers, content authors
Chapter 9: Content Migration
Migration drivers, migration design considerations, migration challenges, migration checklist, migration governance, migration automation, migration case study
Enterprise architects, CMS architects, CMS developers and program managers
Chapter 10: Content Maintenance – Validation, Analytics, KPI, SEO, and Evaluation
Content validation types, validation checklist, content analytics, content KPIs, content analytics design, content analytics case study, content SEO strategy, content SEO best practice, CMS evaluation framework
CMS architects, CMS developers, CMS QA team and program managers
Chapter 11: Content Security
Content security vulnerabilities, XSS, CSRF, denial of service, clickjacking, generic content security scenarios, SSO, penetration testing, security best practices, security testing case study
Content architects, security architects, enterprise architects
Chapter 12: Content Infrastructure and Performance Optimization
Content performance optimization, CMS-level performance optimization, infrastructure-level performance optimization, content performance KPIs, content performance testing
Content architects, enterprise architects, performance engineers, CMS developers
Chapter
Main topics
Target Audience
Part III: Enterprise Search Technologies
Chapter 13: Introduction to Enterprise Search
Enterprise search drivers, search overview, search trends, search evolution, search capabilities, basic search features, advanced search features, Apache Solr and ElasticSearch features
Enterprise search architects, information architects, enterprise architects, and search developers
Chapter 14: Advanced Enterprise Search
Federated search, features, architecture and challenges of federated search, relevancy rank adjustment, personalized search, semantic search, semantic search process, people search, Big Data search
Search architects, enterprise architects, program managers, and search developers
Declaration
Utmost care has been taken to ensure the accuracy and uniqueness of the book content. Any inaccuracies or inconsistencies are entirely my own. If you think any corrections are needed, or for any other feedback, please write to [email protected]
In a few chapters I have used the features of popular and open-source WCM products to explain the concepts. The explanation is for educational purposes only and should not be considered as a product or technology recommendation or evaluation. The CMS plugins and modules used to illustrate examples and concepts are also for educational purposes only; they should not be interpreted as recommendations or evaluations. Comprehensive evaluation template and framework are provided in the appendix section.
All open-source tools mentioned are in public domain as open source at the time of writing of this book.
I acknowledge the trademarks of all products, technologies, and frameworks being used in this book.
WordPress, Joomla, Drupal, and dotCMS are registered trademarks and are the legal property of their respective owners.
Documentum is a registered trademark of EMC Corporation.
Oracle, Oracle Access Manager, WebCenter, WebLogic, OHS, and Java are registered trademarks of Oracle and/or its affiliates.
Synaptica is the registered trademark of Synaptica, LLC.
SiteMinder is the registered trademark of CA Technologies.
WebSphere, Tivoli Access Manager, IBM WCM, IHS, and DB2 are registered trademarks of IBM and/or its affiliates.
AEM and CQ5 are registered trademarks of Adobe and/or its affiliates.
FAST, SharePoint, and SQLServer are registered trademarks of Microsoft and/or its affiliates.
Liferay is a registered trademark of Liferay and/or its affiliates.
Intel is a registered trademark of Intel Corporation.
All other trademarks or registered trademarks are the legal property of their respective owners.
Acknowledgments
I am blessed to be surrounded by knowledgeable colleagues, subject matter experts, and friends who are happy and willing to help. I would like to acknowledge them and show my gratitude for their immense help, incredible support, and cooperation.
I would like to convey my sincere and heartfelt thanks to Elangovan Ramalingam, Arun Sugumar, Ashwin Raju, Verma V.S.S.R.K, Subramanian Narayanan, Ajay Kumar Sharma, Shikha Mahajan, Aanchal Sikka, and Nagarajan Kuppuswamy for their valuable inputs and review comments. I feel blessed in the company of these gifted colleagues.
I would also like to convey my sincere thanks to managers Shankar Bhat, Rahul Krishan who encouraged and supported me in all my initiatives.
My sincere and heartfelt thanks to Professor Dr. Viraj Kumar for his moral support and patience. He has been a continuous inspiration to me.
I really appreciate the efforts and support given by Rahul Krishan and Sreenivasa Kashyap at Infosys for ensuring timely reviews and approvals of this book.
I would also like to recognize and thank Dr. P. V. Suresh for his constant encouragement and immense support.
My special thanks to Mary Hatcher, Melissa Yanuzzi, Brady Chin, Allison McGinniss, Alex Castro, and the editors, designers, and publishing team at the IEEE and Wiley for providing all necessary and timely support in terms of review, guidance, and regular follow-ups. The team at Wiley took special care in design to make this book look beautiful.
About the Author
Shailesh Kumar Shivakumar is a Senior Technology Architect at Infosys Technologies Limited with over 15 years of industry experience. His areas of expertise include digital technologies, software engineering, Java enterprise technologies, performance engineering, and digital program management. He is a Guinness world record holder of participation for successfully developing a mobile application in coding marathon. He has four patent applications including two US patent applications in the area of Web and social technologies.
He was involved in multiple large-scale and complex digital transformation programs for Fortune 500 clients of his organization. He also provided on-demand consultancy in performance engineering for critical projects across various units in the organization. His has hands-on experience on breadth of technologies including Web technologies, digital technologies, and database technologies and has worked on multiple domain areas such as retail, manufacturing, e-commerce, and avionics, among others. He was the chief architect of an online platform that won “Best Web Support Site” award among global competitors.
He is the author of two technical books: Architecting High Performing, Scalable and Available Enterprise Web Applications and A Complete Guide to Portals and User Experience Platforms. He is a regular blogger at Infosys Thought Floor, and many of his technical white papers are published in Infosys external site. He has delivered two talks at Oracle JavaOne 2013 conference on performance optimization and project management and has presented a paper at IEEE conference. He also headed a center-of-excellence for digital practice. He led multiple thought-leadership and productivity improvement initiatives and was part of special interest groups (SIG) related to emerging Web technologies at his organization.
He holds numerous professional certifications including TOGAF 9 certification, Oracle Certified Master (OCM) Java Enterprise Edition 5, Sun Certified Java Programmer, Sun Certified Business Component Developer, IBM Certified Solution Architect – Cloud Computing, IBM Certified Solution Developer – IBM WebSphere Portal 6.1, and many others.
He has won numerous awards including prestigious Infosys Awards for Excellence 2013–14 “Multi-talented thought leader" under “Innovation – Thought leadership” category, “Brand ambassador award” for MFG unit, “Best employee award,” delivery excellency award, and multiple spot awards and received honor from executive vice chairman of his organization. He is featured as “Infy star” in Infosys Hall of fame and recently led a delivery team that won the “best project team” award at his organization.
He holds an engineering degree in computer science and has done executive management program from Indian Institute of Management, Calcutta. He lives in Bangalore, India.
About the Companion Website
This book is accompanied by a companion website:
www.wiley.com/go/shivakumar/enterprisecontent
The website includes:
Additional Book Chapters
Chapter 15 – Content Management Case Studies
Chapter 16 – Digital Case Study: Building a Modern Digital E-commerce Platform Using CMS and Search
Appendices A-F
A – Content Strategy Template
B – Content Management Checklist
C – CMS Evaluation Template
D – Enterprise Search Evaluation Template
E – Java Code for Adding an Image Node to Jackrabbit Workspace
F – DAM Evaluation Template
Part 1Content Management Basics for Digital Platforms
Chapter 1Introduction to Digital Platforms
Digital transformation is a part of a technology road map for most of the enterprises (especially the ones operating in the B2C domain). Digital technologies are disrupting the way end-users engage with online channels and redefining the way enterprises do business online. Enterprises strive to provide differentiated experiences to its digital consumers. Digital channels personalize information at all levels to convey the right message that resonates with individual end-user's personality. Disruptive digital technologies build a participative digital platform enhancing user's digital journey and consistently aim to convert a visitor into a brand advocate. As digital experience assumes the prime focus of online platforms, it becomes imperative to understand various aspects of digital technologies and use them to their fullest potential.
This chapter provides insights into digital ecosystem and lays the foundation for core digital technologies including content management and enterprise search that are the main focus areas of this book. The chapter also briefly introduces the concepts related to digital content management and enterprise search and their value addition to the digital platforms. We will also look at the elements of enterprise digital strategy and digital content strategy. All chapters in Parts I and II are developed to provide in-depth details of various components needed to realize the content strategy. This chapter provides a foundation for upcoming chapters.
Chapter organization: We start by looking at various elements of an enterprise digital ecosystem, such as opportunities, challenges, and digital capabilities. We will learn how digital technologies are making a fundamental impact on the traditional business functions. We then look at enterprise content management (ECM) to understand the big picture of overall content management. Specifically we will learn about ECM features, applications, and differences between ECM and WCM. The next section discusses various elements of enterprise digital strategy and content strategy. The strategy discussion lays the foundation for concepts in remaining chapters for this book and helps us understand the role of each content component (and corresponding book chapter) in the content ecosystem. We conclude with a high-level discussion of content management and enterprise search along with its value-added.
Digital architects, enterprise architects, program managers, senior business executives, and business analysts will find this chapter useful.
1.1 Enterprise Digital Ecosystem
A robust digital strategy involves leveraging digital technologies to actively collaborate, engage, and maintain long-term relationship with all key stakeholders and continuously optimize their experience with the digital channels. In this section we will look at the core elements of digital ecosystem from technology and functionality standpoint and understand the big picture of enterprise digital ecosystem components.
The digital transformation provides a wide variety of opportunities across a wide spectrum of business domains. We will look at various opportunities opened up by digital technologies, including a quick look at the key challenges while implementing them. Digital Experience, Digital marketing, digital commerce, and SMAC (Social, Mobile, Analytics, and Cloud) form a major chunk of capabilities required for customer-facing B2C enterprises. Collaboration, engagement, and innovation forms a vital portion of partner relationship through B2B channels. For internal stakeholders such as employees, productivity improvements, collaboration, operational efficiency, and active employee engagement form crucial aspects of B2E (Business-to-employee) channels. In the section that follows we discuss the topics related to digitally driven capabilities and technology enablers.
Digital Opportunities for Enterprises
The success of modern online platforms experiences is based on the customer experience with digital platforms. Organizations are transforming online channels to provide superior customer experiences to retain and grow an existing customer base. Key organization focus areas such as digital transformation, digital commerce, digital marketing, social and collaboration enablement, and legacy modernization comprise the main elements of a digital ecosystem.
Going digital provides the following opportunities to enterprises:
Provide consistent Omni-channel experience to provide content anytime, anywhere, on any device.
Enhance information discovery process and provide personalized and relevant information for a given context.
Leverage social exchange and collaboration to engage, collaborate, and influence customer behavior. Monitoring and listening to social conversations helps in better branding, improved product quality management, and for achieving effective customer service.
Gather real-time insights into customer behavior through analytics. Customer behavior, navigations, actions, purchase patterns can be used for enhancing and personalizing user experience.
Provide contextual, personalized content and recommendations to drive customer's decision making.
Leverage data from all customer interactions to provide highly engaging customer support and user experience. Move from transactional model to long lasting relationship model with customers.
Provide unified and consolidated view of customer to design better marketing campaigns and sale offers, loyalty offers, and personalized promotions.
Enable a self-service model across various customer interaction points and optimized operations.
Convert the site traffic into sales through personalized and engaging experiences.
Enhance productivity of the workforce through self-service tools and simplified processes and productivity-enhancing tools and accelerators.
Streamline platform support, maintenance, and operations through intuitive dashboard-based real-time monitoring. Adopt agile delivery model to shorten the time to market.
Provide “on the go” and on-demand services and optimize the infrastructure cost through cloud operations.
Optimize administration features for managing multiple sites, multiple languages, and monitoring and multilingual content.
Effectively comply with regulation and compliance policies through optimal usage of content systems and process optimization.
Consolidate various views into a unified platform and eliminate heterogeneous content silos that lack integrated business view.
Provide simplified, optimized, and automated processes for better user experience.
Provide an collaboration platform enabling users to share the knowledge and artifacts to effectively use the collective knowledge.
As we can see, digital technologies have huge potential to disrupt enterprises and enhance user experiences. The next section presents prominent challenges digital enterprises face. Digital capabilities to address these challenges are presented in subsequent sections.
Challenges in Modern Digital Enterprises
The following list presents some of the key challenges that digital enterprises are facing today. These business challenges stand in the way of building a robust digital platform.
Enterprise integrations
Due to explosive growth of enterprise data coupled with increased diversity of enterprise systems, integrating structured and unstructured data is becoming a daunting task. Making sense of such data would also be challenging in the absence of optimal integrations. Enterprises should collate data from various enterprise sources to allow digital platform to provide meaningful data to various users. Extracting meaningful data from various structured and unstructured sources is one of the key challenges for digital enterprises.
Enterprise process modeling and optimization
As enterprises enter new geographies, the complexity of business rules and underlying business processes tend to increase. Modeling these business processes through workflows represents another key challenge.
Matching digital consumer and market expectations
Tech-savvy consumers and increased competition pose a new set of challenges to the digital enterprises. Modern digital consumers expect dynamic, Omni-channel, and rich user experiences that are highly responsive and interactive. They want to be active participants in the collaboration, knowledge creation, and other similar processes. Digital customers share their experiences in online forums that can influence the community. Managing customer and market expectations and streamlining underlying processes/operations is another major challenge.
Collaboration challenge
Organizations face challenges in creating collaborative and self-service platforms due to the lack of standard integration interfaces. Bringing the cultural shift and associated processes to drive collaboration is one of the key challenges.
Consolidation challenge
Consolidating functionality, technology stack and content spread across various systems, geographies, and formats is another key concern. Eliminating content redundancies and increasing content reusability are some of the key drivers for digital transformation.
Additionally enterprises would face other functional challenges such as nonstandard interfaces, varied compliance requirements, and technology challenges related, among other things, to content duplication, content migration, and content distribution.
Now that we have looked at various opportunities associated with digital technologies and common enterprise challenges, we turn our focus to the means of filling the gap. In the next section we examine the role of digital technologies in this regard.
Enterprise Digital Capabilities
Here is a look at various digitally enabled capabilities that can effectively address the challenges discussed earlier.
The main enterprise digital technology capabilities are listed in the Figure 1.1.
Figure 1.1 Enterprise Digital Capabilities
The key digital technologies in Figure 1.1 are explained below:
Access control and security forms core security requirement for all digital platforms. This includes authentication of various forms, fine-grained authorization, user registration, Web SSO, federated SSO, account reset, user administration, user provisioning, certification management, directory services, and similar security components.
Presentation and personalization is the user experience layer of the digital platform. It mainly includes presentation components such as responsive pages and widgets as indicated in the
Figure 1.1
. This layer mainly handles user experience management through immersive, compelling, and inspirational content through easy-to-use, friendlier-navigation, easy-to-discover, and easy-to-complete processes across the entire customer journeys. Delivery of personalized and localized content on all channels is one of the main capabilities in this category. Presentation portal modules render the pages to end-users based on personalization rules. Templates and layout modules are used for page construction. SEO and analytics modules track and monitor customers’ online activities and provide real-time intelligence through intuitive and actionable reports to concerned stakeholders. This can be used in a variety of ways, such as optimizing user experience, customer support, fine-tuning customer campaigns, business KPI tracking, and so forth. Localization modules render the pages and content in user-specific locales. Responsive Web Design (RWD) is the main technology enabler for Omni-channel delivery.
As business processes are increasingly being automated and optimized, business process management (BPM) is one of the main components to optimize business processes through process orchestration, data transformation, automation, and enforcing the required business rules.
The social networking layer includes social listening, social analytics, social CRM, social governance, sentiment analysis, social marketing, social integration, blog/wiki, community, and knowledge base and provides seamless two-way access to social platforms from the digital channels, enabling enterprises to engage users actively.
Content management is one of the main technology enablers for an enterprise digital platform. This module includes content authoring and presentation templates, content metadata, taxonomy, adaptive content, content authoring and publishing workflows, content security, content versioning, content backup and archival, content services, localization workflow, digital asset management, and integration with metadata management systems and translation management systems. The layer also handles other concerns such as migration, multi-site management, user-generated content (UGC), content administration, plug-in management, and content services. Document management modules manage digital documents and asset management modules manage the lifecycle of the digital assets.
Enterprise search is another predominant capability of digital platforms. Most modern digital platforms use search-centered experience to enable optimal information discovery and to facilitate self-service model. This includes search features such as site search, search portal, faceted search, synonym support, semantic search, and the like. Enterprise search system exposes its core features through search services for external systems. Plugins and connectors would be used to connect to various data sources for search indexing. Enterprise search also provides various configuration features such as relevancy ranking, business synonym configuration, artificial rank boosting, and such to enhance the effectiveness and relevance of search results.
There are many emerging technologies such as big data, gamification, analytics, and Internet of things (IoT) and technologies such as machine learning and artificial intelligence that are also being used in digital platforms. These technologies help in analyzing huge data (such as social media, enterprise content, etc.), predictive analysis, natural language processing, intelligent search, and so on. B2C business enterprises would also include commerce capabilities such as registration forms modules, payment gateway modules, and other commerce modules.
Hosting and administration capabilities include on-premise hosting, cloud, and virtualization technologies to provide on-demand content anywhere that lowers the operational and infrastructure cost. It also provides elastic scalability catering to growing business demands and agility. Administration also includes other infrastructure management activities such as health check dashboard reporting, infrastructure monitoring, migration, clustering, and others.
The enterprise integration in modern digital enterprise is mainly based on services based on SOAP/REST and API with external/internal systems. Digital content is also exposed as feeds to external systems. An emerging trend in digital enterprises is that of API management. API management involves exposing business functions through APIs and integrating external systems through APIs to achieve cross-channel service virtualization using API Gateways. This category includes, among others, API governance, API security, API SLA compliance, and API analytics. There are other means of integrations such as component-based integration, connector/plugin/extension-based integration, and feeds-based integration. For complex enterprise integrations we use enterprise service bus (ESB) to provide a centralized integration and message exchange infrastructure.
The next section discusses how these digital capabilities enable specific business capabilities.
Digital Disruption across Business Domains
Earlier we had seen some of the exciting opportunities that digital capabilities have to offer. Here we extend that concept and examine how digital technologies can enable domain-specific features.
Figure 1.2 depicts functionality/features enabled by the digital technologies in various business domains.
Figure 1.2 Business capabilities enabled by digital technologies
Table 1.1 provides high-level summary view of changes across various business domains caused by digital technologies. This snapshot paints the picture of digital revolution that has redefined the business environment. Business capabilities in Figure 1.1 are mapped as business impact in Table 1.1.
As an example of digital transformation, we can look at the digital transformation of a health care domain. The digital transformation journey of a healthcare system consists of connected members and health care providers, digital wallet, digitized health records, Real Time Claims processing, Unified Enrollment & Payment, wearable device integration, marketplace model and such forward-looking features enabled by digital technologies. A typical digital healthcare platform consists of following features:
Commerce & Marketplace: Which consists of modules for Product Comparison & Recommendation, Cross Sell, Promotional campaigns on new plan offerings, Targeted campaigns based on current usage
Connected members: Unified view of Benefits, DocFind, Cost Share navigator, Preventive Care, Remote patient care, Notification and Care Alerts
Engaged provider: Clinical Data Integration, Access to personal health information, Real Time Claim processing, Referrals
Care delivery: Health Index Tracking, Treatment Options, Care Plan and Wellness adherence, Virtual Care – Video consultation, Tele medicine add-ons
Flexible payment modes: Advanced Payment Options – ApplePay, Google Wallet, Android Pay, Personalized statements
Loyalty discounts: Loyalty discounts, Discounts on early bird enrollment, Discounts on full payments, Adherence to Care Plans, Wellness Programs
Personalization: Personalization based on preferences, sentiment analysis, Recommendations on plans based on member history, conditions
Gifts: Sponsor insurance plan to loved ones, Sponsor part of premium or deductible
Discounts: Loyalty discounts, Discounts on early bird enrollment, Discounts on full payments, Adherence to Care Plans, Wellness Programs
Targeted Campaign: Promotional campaigns – free community health checkup, vaccination camps, Evidence based programs and practices – active parenting
Table 1.1 Impact of digital technologies across business domains
Business Domain
Business Impact of Digital technology
Finance Industry
Unified customer views through dashboards and 360-degree views
Real-time customer insights and Online Loan Application
Automated decision-making tools such as risk analysis tool, forecasting tools, financial calculators, advisory tools, budget planners, Portfolio Valuation tool, credit analysis, intuitive visualizations, and graphs
Digital branches, digital office, Personalized Investment Proposals, and virtual private bankers to provide a real-life bank branch experience to customers virtually
Predictive fraud and risk discovery tools and simulation tools to help customer take the informed decisions and aid in decision making
Insurance Domain
Personalized offers and customer service to provide enhanced user experience
Enhanced scenario analysis, plan analysis, and plan comparison
Optimized claim processing through BPM and workflow optimization
Digital claims and smart search to promote a self-service model
Analytics-based targeted offers and personalized content delivery
Life Sciences and Health Care
Unified health dashboard view of patients
Increased partnership with hospitals, pharma companies, and patients
Leverage the insights gathered from Internet-of-things (IoT) to get real-time health information
Integration with social media platforms to actively engage patients through social CRM, blogs/wiki, social marketing, Voice of customer (VOC), and virtual communities
Telecom Domain
Cloud-based services to provide competitive plans and provide anytime-anywhere services
Analytics-based customer behavior prediction, churn calculation, predictive customer service, predictive offers/promotions
Multi-channel delivery on all customer access channels and devices.
Retail Domain
Multi-channel, seamless experience through responsive and rich content
Mobile shopping through native or hybrid mobile apps
Optimized shopping experience through simplified checkout and order processing
Higher conversion rates, improved loyalty through personalized navigation and recommendations
Increased cross-sell/upsell opportunities through personalized recommendations
Provided targeted content, advertisements and promotions, and personalized recommendations
Proactive problem resolution and personalized customer support
Context-aware offers and personalization based on location, time, geography, location, device, and other parameters
Faster times in launching marketing campaigns and microsites
Targeted campaign management by providing a holistic view of customer activities across various channels and using analytics-driven insights on customer behavior
More effective and cost-efficient digital marketing through real-time customer insights and personalization
Gamification of main business processes to provide effective incentives to customers
Development of holiday readiness strategies to handle increased demand and of disaster recovery plans to provide continuous availability
Influencing purchase decisions through immersive and inspirational content
Generic B2C Enterprises
Engaging and relation-enhancing features
Incentivizing collaboration concepts and encouraging end-user driven co-creation. Leveraging gamification concepts for active engagement.
Provide holistic single-stop-shop dashboard view of all customer activities
Provide optimal Omni-channel experience
Enhance information discovery and easy-to-use user experience and navigation
Analytics-based personalization to enhance customer loyalty
User-preferences-driven user interface customization
Reduction in customer churns using predictive analytics
Personalized customer service
Enabling collaborative and self-service capabilities such as knowledge management systems (KMS), solution repository, document repository, and media database
Generic B2B enterprises
Optimized process integration
Optimized business processes through content workflows
Increased collaboration across all business stakeholders
Business-centric process redesign
Productivity-improving tools and features
Digital Commerce
Managing product content efficiently through product information management
Intuitive product search based on keywords, metadata, and other relevant parameters. Providing various filters to find the most relevant and appropriate product.
Analytics tools to understand customer behavior, popular product downloads, exit ratio, etc.
Personalized recommendation to increase the cross-sell and upsell opportunities
Intuitive and decision-making tools such as product comparators, etc.
Enhanced self-service model through FAQ, process automation, self-help content/videos, collaboration tools, product and solution knowledge base, etc.
Help with product information management (PIM)
Product review, sharing and rating features
Personalized promotions, offers, and loyalty programs to incentivize customer contribution
In addition to the impact factors given in Table 1.1, digital technologies are also enhancing user's experience in other innovative ways. Here is a quick look at digitally enabled trends.
Emerging trends in digital platforms
Across business domains the key trends noticed in modern digital platforms are:
Increasing popularity of human natural gesture interfaces such as touch-enabled smartphones, gaming consoles
Responsive, interactive user interfaces that offer immersive experience
Single-page applications (SPA) with simple and easy navigation model
Social, mobile, analytics, and cloud enablement
Active user engagement through collaboration, co-creation, and co-invention
Hyper-personalized contextual content, service, and functionality.
Having looked at opportunities, challenges, and capabilities enabled by digital technologies, we now turn our attention to the key focus areas of this book: content management and search. It is evident from the above discussion that content management and search play a pivotal role in building a robust digital platform. Here we begin the journey of understanding these two key digital technologies in detail, starting with enterprise content management (ECM) concepts.
1.2 Concepts of Enterprise Content Management (ECM)
An enterprise content management (ECM) system manages all enterprise content, including Web content. For many functional domains, Web content management is also one of the concerns of ECM. ECM helps organizations handle the enterprise information efficiently:
Integrated business processes linking inter- and intraorganizational boundaries lead to increased efficiency
Provides quicker access to information when it matters the most
Distributed scalable solution architecture is capable of handling anticipated growth
Ease in meeting regulatory compliance for records keeping and handling
Unified access to derived, personalized, and categorized information yields more business value
Readiness for handling disaster recovery
In the next section we take a brief look at ECM concepts to understand the bigger picture and then elaborate on WCM concepts. Exploring key concepts of the ECM system at a high level helps us understand how the enterprise and Web content fits into the overall digital strategy.
Enterprise Content Ecosystem
Enterprise content management (ECM) is a solution platform that enables people to collaboratively create, manage, deliver, and archive information that drives business operations. ECM has evolved as a comprehensive solution platform for efficiently managing a wide variety of enterprise data. ECM involves various technology solutions to business problems associated with the production, storage, and distribution of enterprise information.
Enterprise content management (ECM) consists of managing the end-to-end lifecycle of all structured/unstructured enterprise content. Enterprise content is of diverse nature: it includes, among other elements, Web content, enterprise records, print content, data forms, enterprise assets, and electronic documents. Enterprise content forms the lifeblood of any enterprise. Enterprise information could be stored in variety of formats (structured and unstructured) such as Web content, digital assets (images, video, scanned forms), office document (e.g., PDF, MS Word), database data, collaborative content (e.g., blog, wiki, message boards, chat), corporate records, and rich media content.
Due to the diverse nature of enterprise content management, it encompasses several functions such as Web content management, digital asset management (DAM), workflow management, records management, Omni-channel management, search, collaboration, security, and others. ECM also deals with other enterprise content aspects such as, among others, content syndication, content migration, e-mail/collaboration content, paper and electronic content, metadata management, and localization.
The main features of an ECM system are as follows:
Document Management: This includes secure authoring, indexing, versioning, and presentation/publishing of technical and/or legal documents. It includes management of all types of documents (paper, forms, proposals) throughout their lifecycle.
Workflow and Business Process Management: This includes management and modeling of complex business processes such as document tracking, document and asset approval flows, and other business processes.
Imaging: Consolidated storage and access of data-intensive static images and print stream data. Also includes forms capture and processing (OCR/ICR) and scanning.
Web Content Management: Manage authoring, management, publishing, and presentation of text and/or graphical content on various delivery platforms.
