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Bill English, MVP, MCSE, MCSA, MCT CEO, English, Bleeker and Associates, Inc.

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  1. Bill English, MVP, MCSE, MCSA, MCT CEO, English, Bleeker and Associates, Inc. Mindsharp, Summit 7 and the Best Practices Conference Putability and Findability: How SharePoint’s Managed Metadata Service Solves the Taxonomization of Information

  2. English, Bleeker and Associates, Inc.

  3. Leaders and Experts In SharePoint: AUTHORS Bill English has authored or co-authored 13 books since 2000 on SharePoint and Exchange products. Todd Bleeker has authored or co-authored 3 books on Microsoft's integrated suite of products including three SharePoint books. Ben Curry is the author or co-author on 3 books on SharePoint products and technologies Other Authors on staff or Alliance: Marylin White Penny Coventry Daniel Galant Daniel Webster Mark Schneider Paul Stork Steve Smith Craig Carpenter Corro'll Driskell And more

  4. Agenda • Understanding Putability and Findability • Outlining the problems with Putability and Findability in most organizations • Understanding how the Managed Metadata Service resolves many of these problems

  5. What is Putability • Definition: • The quality of putting content in the correct location with the correct metadata • The degree to which we put quality information into our information management system • Truths: • What goes in, must come out: garbage in, garbage out • Our users will resist taking the time to put quality information into the system • Findability is directly impacted by our Putability practices

  6. What is Findability? • Definition: • The quality of being locatable or navigable • The degree to which objects are easy to discover or locate • Truths: • You can’t use what you can’t find • Information that can’t be found is worthless • Our customer’s can’t purchase what they can’t find • Information that is hard to find is hardly used • Authority, trust and findability are interwoven • Key to success when working with information is findability

  7. Putability, Findability & Technology • Most are clueless when it comes to thinking about how information should go into SharePoint • This wasn’t encouraged by the product team • Collaboration has been the focus • Most equate Findability with an application: buy a search application and you’ve solved findability

  8. Google’s Promise Plug it in, Turn it on and Find it!

  9. A robust Information Architecture solution will:1. save your company significant monies through increased efficiencies2. while simultaneously giving your organization a greater ROI on its’ Microsoft Technology Investments3. that contributes to a competitive advantage4. by making information “faster” in your organization

  10. Agenda • Understanding Putability and Findability • Outlining the problems with Putability and Findability in most organizations • Understanding how the Managed Metadata Service resolves many of these problems

  11. Agenda • Understanding Putability and Findability • Outlining the problems with Putability and Findability in most organizations • Understanding how the Managed Metadata Service resolves many of these problems

  12. Inefficient ECM Systems • Over 30 billion original documents are created and consumed each year • Cost of documents is estimated to be as much as 15% of annual revenues • 85% of documents are never retrieved • 50% of documents are duplicate in some way • 60% of stored documents are obsolete • For every $1 spent to create the document, $10 are spent to manage it

  13. Excuses for not having ECM • If we need it, we can usually find it… • Just send an email – someone will find it for me • No one will ever sue us • If we do get sued, we’ll find what we need to defend ourselves • We’ve got to pick our battles • $20/file a document, $120/find a misfiled document & $220 to re-produce a lost document • Green/Schmeen • NMP if a document is copied 19 times

  14. Lack of ECM Excuses • Information security isn’t at the top of our list of things to do – I trust my employees • If people want to take home work, that’s a good thing! • ECM is too expensive and there’s little ROI, so why invest in it? • Reality: you’re already paying for a bad ECM – a good ECM will save you money through better efficiencies

  15. Is Findability Understood? • When asked “How well is findability understood in your organization”, the following answers were given: • It is well understood and addressed: 17% • It is vaguely understood: 31% • Not sure how search and findability are different: 30% • No clear understanding of findability at all: 22% • Over half (55%) of organizations today either don’t know what findability is or they are not able to differentiate findability from search technologies • Many believe that if they have a stand-alone search tool, then findability is being adequately addressed

  16. Findability vs. Search • Search is too-often viewed as an application-specific solution for findability • Search focuses on trying to ask the right question • Search focuses on “matching” keywords with content under the assumption that if I find the right word, I’ve found the right content • Findability is not a technology: It is a way of managing information that is baked into the organization • It is a well-defined and well-executed strategic model of consistent practices and actions • Technologies contribute to an overall Findability solution, but a robust findability solution is much more than the implementation of a few technologies or applications

  17. The Paradox of Findability as a Corporate Strategy • When asked the degree to which Findability is critical to their overall business goals and success, 62% of respondents indicated that it is imperative or significant. Only 5% felt it had minimal or no impact on business success. • Yet, 49% responded that even though Findability is strategically essential, they have no formal plan or set of goals for Findability in their organization. • Of the other 51% who claimed to have a strategy, 26% reported that their strategy was ad hoc, meaning that they have no strategy at all. • So: 75% have no Findability strategy, even though many believe it is strategically essential

  18. The Cost of Information Work

  19. Hours Wasted Per Week

  20. The Cost of Poor Findability • Avg number of queries per day: 20 • Avg number of hours/week spent finding info: 6.5 • 3.5 hours spent trying to find information but not finding it • 3.0 hours recreating information that you know exists, but you cannot find • 6.5 hours/week = $9,750 cost/worker/year • 10K workers: $97,500,000/year • Too high? OK – Cut it by 90%: $9.75M/year

  21. What keeps us from Finding Information? • Poor search functionality: 71% • Inconsistency in how we tag/describe data: 59% • Lack of adequate tags/descriptors: 55% • Information not available electronically: 49% • Poor navigation: 48% • Don’t know where to look: 48% • Constant information change: 37% • Can’t access the system that hosts the info: 30% • Don’t know what I’m looking for: 22% • Lack the skills to find the information: 22%

  22. Who is responsible for tagging? • Authors: 40% • Records Managers: 29% • SME’s: 25% • Anyone: 23% • Don’t know: 12% • No one: 16% • This means that 76% don’t know who is responsible for tagging information to make it more findable. • Result of not having information governance • Can’t have SharePoint governance without IG

  23. Findability and ECM • 29% - Sharepoint is working in conflict with other ECM systems • 16% - Sharepoint is integrated with existing ECM suites • 12% - It’s the only ECM suite • 43% - SharePoint is used to “fill in some functions”

  24. Findability and ECM • 36% - IT rolls out SharePoint with no input from Record Managers or ECM teams • 14% - admit that no one is in charge and that SharePoint + ECM is out of control • SMS/text messages, blogs, wikis and other web 2.0 technologies lack inclusion in the ECM solution in 75% of organizations • This represents a major risk to companies

  25. Research Summary: • We spend a lot of time looking for and re-creating information that already exists • Most organizations don’t have a coherent findability solution • Most organizations have not aligned SharePoint with their larger ECM needs • Many organizations confuse search with findability • Yet, most organizations believe that Findability is strategically important to their success

  26. Other Putability/Findability Problems • Information Overload • Databreaches • eDiscovery

  27. Information Overload • False Premise: More information is better. • True Premise: We need the right information at the right time • Information overload reduces findability • The number of sources of information is bewildering: • Books, magazines, newspapers, billboards, blogs, wikis, web sites, telephone, television, video, email, text messages, instant messages, music, social networks, conversations, etc….

  28. Information Overload • $900 Billion cost to the economy in 2008 (WSJ) • 54% of us report feeling a “high” when we find information that we’re looking for • 80% of us feel “driven to gather as much information as possible to keep up with customers and competitors”

  29. Information Overload Research • Study at Kings College in London: • Information overload harms concentration more than smoking marijuana • IQ dropped by 10 points during information overload while smoking pot dropped IQ’s by 5 points

  30. Information Overload • Over half of us report experiencing email fatigue • Spend 1.5 hours/day processing emails. 20% spend over 3 hours/day processing emails • 67% process emails outside of work hours • “Sheer overload” is reported to be the biggest problem with email • Findability is harmed

  31. Information Overload • Psychiatrist Ed Hallowell: Attention Deficit Trait (ADT) • Have too much input – more than you can possibly manage • Make decisions quickly – without reflection • Push the “close door” button repeatedly in the elevator • Can’t manage as well as you’d like • Try harder and harder to keep up • Addicted to speed

  32. Regulatory Breaches • 35 states have laws requiring that individuals be notified if their confidential or personal data has been lost, stolen or compromised. • Privacy Rights Clearinghouse has identified more than 215 million records of U.S. Residents that have been exposed due to security breaches since 2005

  33. 2007 Study by Ponemon Institute • Avg cost of a data breach is $197/record • 43% increase from 2005 • Avg total cost per reporting company: $6.3M • Cost of lost business accelerates: • Increased from 2005 at 30%, avg $4.1M/company and $128/record compromised. • Lost business now accounts for 65% of data breach costs compared to 56% in 2006 study.

  34. 2007 Study Continued • Third-party breaches (contractors, consultants, partners & vendors) • Accounted for 40% of the data breaches – up from 29% in 2006 & 21% in 2005 • Most costly: $231/record

  35. CheckPoint Study 2009 • #1 threat to company’s network security: employees who inadvertently expose confidential information • Hackers were #5 • Mobile devices were #12 • Competitor espionage #14

  36. E-Discovery and FindabilityAmendments to the Federal Rules on Civil Procedure • Amended December 1, 2006 – adds electronic files • Significant departure from paper-based discovery rules • Complicates findability, data storage and exposure to liability

  37. What is E-Discovery? • Electronic discovery (e-Discovery) refers to “any process in which electronic data is sought, located, secured, and searched with the intent of using it as evidence in a civil or criminal legal case”. • This includes but is not limited to computer forensics, email archiving, online review, and proactive management. • The emergent e-Discovery field augments legal, constitutional, political, security, and personal privacy issues.

  38. When does eDiscovery happen? Dispute File Civil Claim Discovery Trial or Settlement Customer Employee Partner Company • Discovery is the exchange of evidence between the parties. • On Dec. 1, 2006, the Federal Rules of Civil Procedure guide discovery in the US federal court system have been amended to include electronic documents.

  39. Electronic Discovery • IT and security teams are expected to help with the management of such information • Processes: creation, storage, archival, and destruction • Security objectives: availability, confidentiality, and integrity • Organizations will need closer ties between legal and IT groups to create improved policies and infrastructure • Sometimes you might be a third party to the case but still may have important information • Banks are often in this situation • If you have reasonable expectation to be involved in a case, then you have a duty to preserve evidence

  40. E-Discovery Risks are Real • There are many horror stories about adverse judgments when ESI isn’t preserved • Past rulings have resulted in millions/billions in penalties • Philip Morris (emails not saved: $2.75M fines, witnesses barred) • Bank of America Securities (slow to produce emails and records; inaccurate statements about ESI: $10M fine to SEC) • Morgan Stanley (backup tapes not disclosed: judge allowed jury to infer fraud; $1.5B judgment – in review) • 28% of organizations will take more than a month to produce documents for e-discovery

  41. Solution ValidationeDiscovery is (still) mission critical • Almost two yearsafter the FRCP Amendments: • 57% of Law Firms surveyed say their clients are not ready to find and produce information relevant to litigation. • 39% of In-House Counsel surveyed say their companies are not prepared for e-discovery. Information Week: Companies Not Ready For E-Discovery, September 23, 2008

  42. Early Disclosure Discussions • Outline preservation steps undertaken • Difficulty to locate and preserve is not an excuse • Preservation Policies ≠ Retention Policies • Retention: winnow out unneeded info • Preservation: retain info pertinent to the proceedings • Lack of agreement on Preservation methods and scope often results in court orders • Difficulty to locate and preserve is not an excuse

  43. E-Discovery and SharePoint • Check with legal dept about what information should be findable and by whom in a legal proceeding. • Take their results as part of the business requirements for your SharePoint farm • Develop technical & governance req’s • Implement and monitor • Legal should use Search to help discover non-compliance

  44. Agenda • Understanding Putability and Findability • Outlining the problems with Putability and Findability in most organizations • Understanding how the Managed Metadata Service resolves many of these problems

  45. MMS – in a Nutshell • Content type distribution system • Enables enterprise-wide CT usage • Retains local control and extensibility • Pull technology • Enterprise taxonomy development • Allows global taxonomy to be enforced • Allows local growth of the taxonomy • Allows taxonomy to be developed over time • Flexible, extensible, “smart”

  46. MMS Impact