Content & Knowledge Management
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Content Management Framework
Our Revised Criteria for Evaluating and Comparing Enterprise Management Systems
by Geoffrey BockThis report provides a framework with which to evaluate Enterprise Content Management Systems. -
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
by Mitchell KramerThe Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad -
Putting E-Learning in the Context of Customers Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support
by Geoffrey BockWhether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues. -
Content Management Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for Content Management Systems
by Geoffrey BockIn this report, we present our blank matrix for evaluating content management systems. -
Arbortext 5
A Suite for XML-Based Technology Publishing
by Mark WalterArbortext’s latest release, Arbortext 5, continues the company’s tradition of addressing XML-based authoring and cross-channel publishing, but it also introduces innovations in authoring, styling, and link management that are important in complex product -
Requirements for Cross-Channel Content Management
Why Companies Are Adopting XML-Based Publishing Models for Product Support Documentation
by Mark WalterAn XML-based, “single-source” publishing model cuts time and costs associated with producing complex content for multiple channels. This report examines the single-source model in the context of product support applications. -
The CrownPeak Solution for Web Publishing
Providing a Web Content Management Application and Tools as Outsourced Business Services
by Geoffrey BockCrownPeak Technology has steadily gained market momentum with Advantage CMS, its Web content management application, delivered as an outsourced business service. The company has also released Advantage ES, a suite of developer tools and customization cap -
Orchestrating Content-Enabled Applications for Customer Connections
Why Workflow and Business Process Management Are Going to Converge and What You Should Do about It
by Geoffrey BockWorkflow and business process management capabilities, we believe, are converging to create a new kind of application environment—which we can best term content-enabled applications. -
Data Mining at Work
Predicting and Preventing Terrorism
by Mitchell KramerData mining is a powerful and proven analytic technology. This report discusses how it can be used to predict and prevent terrorism and urges its use for that purpose. -
How AssetLink Manages Digital Assets for Delivering Total Customer Experiences
Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives
by Geoffrey BockAssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities. -
Cross-Channel Content Management
What It Takes to Deliver the Right Information to Customers, at the Right Time, and in the Most Convenient Way
by Mark WalterThis report explains why requirements for cross-channel content management are changing and analyzes the impact on the evolution of content-management systems. -
Customer Data Mining
You Can't Afford Not to Be Mining Your Customer Data
by Mitchell KramerIn customer data mining, the data from which patterns or models are discovered or extracted represent the business that you do with your customers, as well as information about them and the relationships that they have with you. -
3M Integrated Packaging Tool
Managing the Custom Content for Labeling Manufactured Goods
by Geoffrey BockThe 3M Integrated Packing Tool is designed to ensure that manufacturers can produce the right product information for the right product packages in a timely and cost-effective manner. -
Securing Roving Content
Taking Stock of Microsoft-InterTrust Deal for the Future of Digital Rights Management
by Geoffrey BockWith the settlement of its patent dispute with InterTrust, Microsoft is now poised to standardize a set of underlying enterprise digital rights management services for roving content. -
Content Management Feature Comparison Matrix
Comparing Seven Enterprise Content Management Products against Our Evaluation Framework
by Geoffrey BockThe content management feature comparison matrix summarizes our assessments of six enterprise content management products--Documentum 5 ECM Platform, FileNet P8, IBM Content Manager V.8.2, Interwoven 5.5 Content Infrastructure, Merant Collage V.4.0, Micr -
Providing Matter-Centric Collaboration at Holland & Knight
Expediting the Delivery of Legal Services by Unifying the Management of Business Information
by Geoffrey BockHolland & Knight, a large American law firm with offices in many cities, seeks to function as an integrated organization. It has implemented WorkSite from Interwoven to manage content around client matters and practice areas, rather than managing content -
Using Search Engines to Find New Customers at the American Institute of Physics
Scientific Publisher Combines Findability with 'Buy by the Piece' to Grow Its Customer Base
by Susan AldrichThe American Institute of Physics achieved a breakthrough in findability—and conversion—by creating a new platform and using search engines. -
When Visualization Matters
How New Tools from Antarctica, Groxis, and Macromedia Will Change Interactive Content Displays
by Geoffrey BockWe believe that visualizing content is going to be one of the hottest developments in the enterprise content management marketplace in 2004. -
Capturing Customer Requirements for Content Management
Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
by Patricia SeyboldWhat’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an
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