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Document management the untold story: Readiness, risks and resistance. Kate Forbes-Pitt Systems Manager London School of Economics. Document Management the untold story:. Readiness, risks and resistance. Purpose. Not to scare you What lies beneath Share experience

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slide1

Document management the untold story: Readiness, risks and resistance

Kate Forbes-Pitt

Systems Manager

London School of Economics

document management the untold story

Document Management the untold story:

Readiness, risks and resistance

purpose
Purpose
  • Not to scare you
  • What lies beneath
  • Share experience
    • First worked with DM in 1991
    • Worked on system 2000 – 2004
    • Studied DM and its implications:
      • For workers
      • In organisations
themes
Themes
  • Readiness
    • Do you understand your organisation and it’s documents?
  • Resistance
    • Many types
    • Can be fatal
  • Risk
    • You don’t end up with a working system
edm systems
EDM systems
  • Failures are not uncommon
  • Why do systems like this fail?
    • Two questions
      • What constitutes a system?
      • What is a document and what is its purpose?
it systems
IT systems
  • Common myths
    • Its all about computers
    • Tell people to use it and they will
    • Computer people can talk to normal people
    • Implementing computer systems is hard
  • Reality
    • Human beings are an integral part of any system
    • A system out of use is not a system
    • The hard part is changing work practice
    • Computer people sometimes need translators
documents
Documents
  • What do we think a document is?
    • A piece of paper with writing on it?
    • A way of capturing / imparting information?
the letter
The letter
  • How do we know this is a letter?
    • It doesn’t contain words
    • It isn’t a piece of paper
  • Does it contain information?
    • It contains the information that it is a letter
  • Documents contain more than their words
    • ?Creation of identity?
readiness
Readiness
  • Is your organisation ready?
    • Do you know what documents you have?
      • Do you know what categories of document you have?
    • Do you know who accesses them?
      • Do you know how they search for them?
        • Have you asked them or watched them?
    • Do you have ‘information poor’ staff?
      • Are they to be deprived of information?
readiness10
Readiness

A computerised mess is still a mess

  • EDRMS does not sort this out
  • Searching does make life easier
  • Concept of a ‘file’ has to change
    • How many duplicates of documents are in your filing system?
resistance
Resistance
  • Non-use
  • You are potentially attacking
    • Importance – people’s jobs make them
      • Gateways to information
      • Knowledge silos
    • Direct contact with work
      • Reflected importance
      • History
    • Laziness

All of these factors can lead to rejection of the system

resistance12
Resistance
  • Political checkout
    • “No-one’s altering my document”
    • Checked-out documents can’t be altered
    • “No-one is seeing my draft”

The value of version control can be seen as a way to undermine authority

resistance13
Resistance
  • IT Services / web teams
    • enablers
  • Who will own this system
    • ‘Intimidation’
      • Forced into systems you don’t want
  • Work with ITS early
    • Get a translator
slide14
Risk
  • EDRMS systems reduce risk

Picture from 9/11

slide15
Risk
  • Risks of implementation
    • You will end up with a failed system(rejection)
    • You will end up with both a paper and an EDRMS (rejection)
    • The system will be too costly to roll out
  • Additional risks
    • Legal
      • Legal admissibility
overcoming the problems
Overcoming the problems
  • Involve users at an early stage
    • Can counter resistance
    • Can enhance feelings of importance
    • Can increase perception of relevance
  • Observe processes don’t just survey
    • People will not tell you what they really do
  • Understand your enemy
    • Reasons for rejection are rational not personal
  • Think about profiling typical users
    • Find out how they might behave
good luck
Good luck!
  • Universities need these systems
  • Shiny new systems
slide18

Selecting an Electronic

Records Management System

A one-day event for Higher Education

10th May 2006

The Conference Centre, Lancaster University