Enterprise content services [electronic resource] : connecting information and profitability / Greg Laugero, Alden Globe.

By: Contributor(s): Series: Addison-Wesley information technology seriesc2002Description: xxiv, 180 p. : ill. ; 24 cmSubject(s): Genre/Form: Additional physical formats: No titleLOC classification:
  • HD30.2 .L385 2002
Online resources: Available additional physical forms:
  • Available also in a print edition.
Contents:
Machine generated contents note: WHY CONTENT SERVICES? 1 -- CONTENT SERVICES AND BUSINESS PERFORMANCE 3 -- Content as Asset 4 -- The Content of Relationships 6 -- What Is Content? 7 -- Measuring Return on Content 9 -- Knowledge Management and Measurement: A Literature Review 11 -- Content Services and Business Performance Measurement 14 -- Case in Point: HMO Customer Service 18 -- Summary 20 --THE INFOSMOG CHALLENGE 23 -- What Is Infosmog? 24 -- The Request for Proposal 25 -- The Sales Presentation 26 -- The Web-Master Bottleneck 27 -- Technical Support 29 -- How Not to Clear Infosmog 30 -- The Automation Fallacy 30 -- Intranet Recycling 32 -- How to Clear Infosmog 35 -- Case in Point: Content Management with Microsoft Tools 39 -- Products of Managing Content 39 -- Internal Efforts 40 -- Case in Point: The BBC Digital Archiving Project 41 -- Conclusion 46 -- Summary 46 --IMPLEMENTING CONTENT SERVICES 49 -- GROUND RULES FOR MANAGING ENTERPRISE CONTENT 51 -- Rule One: Know the Business Problem, Know the Content 52 -- Rule Two: People and Processes Drive Technology 53 -- Rule Three: The Catalog Is the Foundation 54 -- Rule Four: Think Big, Work Small, Deliver Quickly 57 -- Summary 58 --THE KNOWLEDGE STORYBOARD 59 -- The Knowledge Storyboard and Business Strategy 59 -- What Is a Knowledge Storyboard? 61 -- Lifecycles 61 -- Lifecycle Phases 65 -- Developing a Knowledge Storyboard 68 -- Elements of the Knowledge Storyboard 70 -- Step One: Name the Lifecycle 71 -- Step Two: Identify the Phases 72 -- Step Three: Name the Key Processes and Activities within Each Phase 73 -- Step Four: Identify the Process Participants 74 -- Step Five: Identify the Information-Based Outputs of Each Process 74 -- Step Six: Identify the Information-Based Inputs of Each Process 75 -- Step Seven: Write up Findings as User Profiles 76 -- Case in Point: Defining a Lifecycle at SRP 76 -- User Profiles 77 -- Analysis of Customer Lifecycle 80 -- Summary 82 -- THE CONTENT INVENTORY 83 -- Definition of Terms 83 -- Bibliographical Entities 84 -- Examples of Bibliographic Entities 86 -- Inventorying Content 87 -- Step One: Identify the Documents That Embody the Information 87 -- Step Two: Identify the Owners and Locations of Each Document 88 -- Step Three: Identify the Lifecycle and Access Privileges of Each Document 89 -- Content Inventory Example 91 -- Selecting Content and Document Management Systems 92 -- Summary 98 --THE ENTERPRISE CONTENT CATALOG 99 -- The Importance of an Enterprise Content Catalog 101 -- One Source, Many Views 101 -- What Is an Enterprise Content Catalog? 103 -- Complexity Versus Cost 104 -- Catalog Components 106 -- Document Metadata 108 -- Subject Language 110 -- Security and Content Storage 116 -- Summary 119 --BUILDING THE CONTENT SERVICES TEAM 121 -- Organizing Resources 122 -- The Leadership Team 124 -- Responsibilities 125 -- Roles 126 -- The Coordination Team 130 -- Core Group and Occasional Participants 131 -- Responsibilities 131 -- Roles 132 -- Individual Project Teams 134 -- Content and Line-of-Business Experts 135 -- Technical Experts 138 -- Summary 140 --THE SPACE OF FLOWS 141 -- Portals 142 -- Key Features of Portal Technology 143 -- Case in Point: Lawrence Livermore National Laboratory 146 -- Goals of the LLNL Pilot Portal Project 146 -- Pilot Development 148 -- The Three-Step Portal Development Process 150 -- Important Questions 152 -- Summary 153 --CONTENT SERVICES VENDORS 155 -- Content Management 155 -- Digital Asset Management 156 -- Digital Rights Management 156 -- Portals 157 -- Data Warehousing 157 -- Content Syndication 157 -- Auto-classification 158.
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Includes bibliographical references (p. 163-164) and index.

Machine generated contents note: WHY CONTENT SERVICES? 1 -- CONTENT SERVICES AND BUSINESS PERFORMANCE 3 -- Content as Asset 4 -- The Content of Relationships 6 -- What Is Content? 7 -- Measuring Return on Content 9 -- Knowledge Management and Measurement: A Literature Review 11 -- Content Services and Business Performance Measurement 14 -- Case in Point: HMO Customer Service 18 -- Summary 20 --THE INFOSMOG CHALLENGE 23 -- What Is Infosmog? 24 -- The Request for Proposal 25 -- The Sales Presentation 26 -- The Web-Master Bottleneck 27 -- Technical Support 29 -- How Not to Clear Infosmog 30 -- The Automation Fallacy 30 -- Intranet Recycling 32 -- How to Clear Infosmog 35 -- Case in Point: Content Management with Microsoft Tools 39 -- Products of Managing Content 39 -- Internal Efforts 40 -- Case in Point: The BBC Digital Archiving Project 41 -- Conclusion 46 -- Summary 46 --IMPLEMENTING CONTENT SERVICES 49 -- GROUND RULES FOR MANAGING ENTERPRISE CONTENT 51 -- Rule One: Know the Business Problem, Know the Content 52 -- Rule Two: People and Processes Drive Technology 53 -- Rule Three: The Catalog Is the Foundation 54 -- Rule Four: Think Big, Work Small, Deliver Quickly 57 -- Summary 58 --THE KNOWLEDGE STORYBOARD 59 -- The Knowledge Storyboard and Business Strategy 59 -- What Is a Knowledge Storyboard? 61 -- Lifecycles 61 -- Lifecycle Phases 65 -- Developing a Knowledge Storyboard 68 -- Elements of the Knowledge Storyboard 70 -- Step One: Name the Lifecycle 71 -- Step Two: Identify the Phases 72 -- Step Three: Name the Key Processes and Activities within Each Phase 73 -- Step Four: Identify the Process Participants 74 -- Step Five: Identify the Information-Based Outputs of Each Process 74 -- Step Six: Identify the Information-Based Inputs of Each Process 75 -- Step Seven: Write up Findings as User Profiles 76 -- Case in Point: Defining a Lifecycle at SRP 76 -- User Profiles 77 -- Analysis of Customer Lifecycle 80 -- Summary 82 -- THE CONTENT INVENTORY 83 -- Definition of Terms 83 -- Bibliographical Entities 84 -- Examples of Bibliographic Entities 86 -- Inventorying Content 87 -- Step One: Identify the Documents That Embody the Information 87 -- Step Two: Identify the Owners and Locations of Each Document 88 -- Step Three: Identify the Lifecycle and Access Privileges of Each Document 89 -- Content Inventory Example 91 -- Selecting Content and Document Management Systems 92 -- Summary 98 --THE ENTERPRISE CONTENT CATALOG 99 -- The Importance of an Enterprise Content Catalog 101 -- One Source, Many Views 101 -- What Is an Enterprise Content Catalog? 103 -- Complexity Versus Cost 104 -- Catalog Components 106 -- Document Metadata 108 -- Subject Language 110 -- Security and Content Storage 116 -- Summary 119 --BUILDING THE CONTENT SERVICES TEAM 121 -- Organizing Resources 122 -- The Leadership Team 124 -- Responsibilities 125 -- Roles 126 -- The Coordination Team 130 -- Core Group and Occasional Participants 131 -- Responsibilities 131 -- Roles 132 -- Individual Project Teams 134 -- Content and Line-of-Business Experts 135 -- Technical Experts 138 -- Summary 140 --THE SPACE OF FLOWS 141 -- Portals 142 -- Key Features of Portal Technology 143 -- Case in Point: Lawrence Livermore National Laboratory 146 -- Goals of the LLNL Pilot Portal Project 146 -- Pilot Development 148 -- The Three-Step Portal Development Process 150 -- Important Questions 152 -- Summary 153 --CONTENT SERVICES VENDORS 155 -- Content Management 155 -- Digital Asset Management 156 -- Digital Rights Management 156 -- Portals 157 -- Data Warehousing 157 -- Content Syndication 157 -- Auto-classification 158.

Available also in a print edition.

Electronic reproduction. Boston, MA : Safari, 2002. Available via World Wide Web.

Mode of access: World Wide Web.

Made available through: Safari Books Online, LLC.

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