Imagineers

The Role of Integrators

by Mike Alsup and Jeff Skiba

One of the things that we frequently see as consultants and integrators is that organizations want to build their document management systems without external assistance.  This article is a snapshot of the value-add proposition of integrators.  If you (or your clients) don't need help in these areas, then you should be congratulated for having built a fine, experienced team.

Index and Metadata design is critical - EDMS systems most often fail not because they run into technical trouble, but because they are seen as EXTRA work by the users -- the exact opposite effect from what was intended.   The design must be carefully thought out for growth, functional expansion, ease of navigation, consistency of business rules, and to support the security model.   Integrators who have designed multi-department indexing systems both for technical and non-technical document repositories have a contribution to make.  This includes knowing how to structure an indexing scheme that fits all of the criteria.

System performance is crucial for acceptance - Most EDMS systems require geographically remote users.  If not initially, this is usually true as the system expands.  The data architecture chosen is ultimately the determinant in how well the system will search for and serve up requested documents.  Data replication, network bandwidth, and connection types are all considerations that need to be addressed.  Align Solutions has experience with several different types of data architectures.  Experienced integrators can bring practical experience to the decision process so that an incomplete thought process does not result in a poorly designed system.

Unprepared users nullify the value of the investment - Unless users are trained in understanding why the system is being deployed and how to use it, the roll-out process will be elongated and expensive to support.  Any change is traumatic to the average user, especially when it deals with their information (documents).  Experienced integrators have developed techniques to help the user feel more comfortable with the emotional side of giving up "control" of their paper, and to quickly learn how to navigate the system for how they will do their jobs in the future.

It has to work the first time - There are few second chances in the EDMS world. Word spreads too quickly about failed attempts, or how the system made life worse than before.  The first application must be judiciously chosen for highest value, and then it must be successfully deployed.  Experienced integrators can help shoulder the burden of the implementation by sharing valuable lessons learned in past pitfalls that were encountered.  With planning and forethought, most common mistakes can be avoided.

Enterprise-wide Document Management is technically complex - Implementing Enterprise-wide Document Management is not like installing MS Word or even E-mail.  How the features are presented to the user is critical.  An incorrect balance between user interface complexity and the range of features can jeopardize the success of the roll-out.  Experienced integrators can help prevent a swing too far in one direction by sharing design examples and discussing the pros and cons of each decision.

Ongoing support is critical - Once the system is designed, tested, and rolled

out, the work has just begun.  The most important part of the EDMS life cycle occurs after users begin to use it.  They will quickly develop opinions about what they like and do not like.  Assumptions made during design will turn out to be inaccurate, and the system must be allowed to conform to the true usage patterns.  It is important that a correctly sized and trained staff is on hand to support the user base.  Experienced integrators can help by providing recommendations on the types of support roles, skills, locations, and headcounts that will be necessary to handle the new demands of the system.

Drawing EDMS systems pose additional challenges - Most engineering drawing users require additional training and procedure help compared to their counterparts in functional departments such as Accounting or HR.  Drawing management must support viewing capabilities and the mark-up process that are not required with more typical documents (like MS Word or Excel).  The edit and approval process must be embedded correctly into the system.  Often it is the unexpected usage issues that cause the most headaches.  Experienced integrators have worked with several user personality types and complex drawing processes, and are able to draw upon that experience to anticipate these issues before they arise.  

Document conversion is the most commonly underestimated task - Conversion of existing documentation into the new system can be one of the most expensive oversights if not planned for correctly.  In addition, if conversions are not started soon enough, the entire EDMS roll-out can be held up for weeks or months until the data is loaded, tested, and ready for use.  Many integrators have developed many time saving tools and techniques to dramatically reduce the time spent loading existing data and documents.

The need for external integration services varies from customer to customer and from application to application.  Most integrators want to solve a problem and move on.  This can be invaluable in achieving the objectives of an EDMS quickly. While the costs of integrators are significant, the benefits of using them can make the investment worthwhile.

Mike Alsup (malsup@alignsc.com) and Jeff Skiba (jskiba@alignsc.com) are Principals with Align Solutions Corp., a Houston-based systems integrator.  Mike Alsup is a member of the AIIM International Board of Directors.   They welcome comments, questions, or scathing remarks on any of these subjects.