| The Internet, cell phones, and other modern technology | | | | Don't just follow the lemmings because statistics |
| have helped us achieve more than ever in our | | | | suggest everyone else is. Get proof of results. |
| businesses and personal lives. 24/7 access to | | | | Learn from your peers. |
| information means we expect information when we | | | | Undoubtedly, some of your peers have implemented |
| want it, making it hard for us to wait. When we | | | | EDM unsuccessfully-perhaps more than once-before |
| experience delays, we hem, haw, and sigh in | | | | getting it right. Document management is mature |
| impatience. If the wait is nominal, we might tolerate it. If | | | | technology with many success stories. There is no |
| it creates a hassle, we may move our business | | | | reason to be stuck with vendors that won't work with |
| elsewhere. | | | | you; products that don't deliver on promises; or derailed |
| Case in point: Last week, a yellow "check" light lit up on | | | | plans due to poor-or non-existent-communications. Ask |
| the dashboard of my van. I remembered a catalytic | | | | your vendors for references. If they provide |
| converter had been replaced, and went straight to the | | | | testimonials but no customers to call, don't sign a |
| dealer. On arrival, a worker turned toward a wall of | | | | contract. |
| color-coded files to pull my paperwork. "We don't have | | | | Remember that your peers aren't restricted to people |
| a record of a catalytic converter installation in your | | | | in your industry. Many vendors serve customers in |
| name. Was it over a year ago?" he asked. "Two," I | | | | multiple markets. They, too, may have advice from |
| replied. "I'll have to go upstairs into the storage room | | | | lessons learned. |
| and look for your record." Sigh. | | | | Take advantage of your vendor's knowledge. |
| Ten minutes later he returned with a file, but without a | | | | If you're searching for a long-term solution that will |
| transactional record. I showed a copy of the work | | | | grow with you, you need the right hardware, software, |
| order, giving proof of installation. Embarrassed, he said, | | | | and services to support you as your needs change. |
| "We must have misfiled it." He went upstairs again | | | | Reputable vendors are used to providing business |
| (sigh-ten more minutes) and found it filed under a | | | | solutions rather than just products. They should be able |
| person with the same last name. The trips upstairs, | | | | to recommend partners whose offerings complement |
| delay waiting for my file, missing paper, and misfiled | | | | their own. Ask for their advice. If there's a product or |
| document all would have been avoidable with | | | | feature your vendor doesn't offer, don't just strike the |
| electronic document management (EDM). | | | | company from your list. Ask if they have partnered |
| Before leaving, I asked if the dealer had considered | | | | with another vendor that will fill your need, rather than |
| converting to electronic records to make their jobs | | | | choosing a company with everything on your checklist |
| easier. "It's too expensive," he replied. "Besides, we | | | | but no references. Make sure the vendor will provide |
| don't have time to look into it. It's not that important. | | | | sufficient training, documentation, and support. |
| After all, our job is to fix cars." The next time I have a | | | | There's no such thing as a free lunch. |
| problem, I sure hope they have electronic records in | | | | You're bound to discover vendors that tout EDM |
| place. After all, my time is valuable, too. | | | | software for free or for a minimal investment. Two |
| Embrace the need to change. | | | | examples are SharePoint and OpenSource software. |
| If you're running a paper-based business, chances are | | | | Each product offers value; each has limitations. |
| you know you need to move toward electronic files, or | | | | Understand what you need. Make sure the vendor's |
| you wouldn't be reading this article. | | | | strengths complement your needs. If you're looking for |
| You probably realize that your customers increasingly | | | | a long-term solution for document storage, file |
| expect the same rapid communication, accurate | | | | retention, and process automation, recognize that while |
| information, and instant service as everyone else. If | | | | these solutions have a place in the market, you get |
| you neglect to adapt, competitors will skate past you | | | | what you pay for. Make a choice that will grow with |
| with speed and better service, eventually luring | | | | you for decades and serve your long-term needs-not |
| customers away. | | | | an option that makes you start over as you uncover |
| If you're not technically minded, the thought of | | | | its shortcomings. |
| converting from paper can be intimidating. However, | | | | Ask vendors about pricing and payment options. If |
| you can take some concrete steps to overcome fear | | | | they want your business and expect to be a |
| and move ahead. Indira Ghandi once said, "You can't | | | | long-standing partner in your success, they will help you |
| shake hands with a clenched fist." You know you | | | | find a solution that will fit your needs and your budget. |
| need to change, so look at it as a golden opportunity | | | | If they can't, they should direct you elsewhere. |
| for your business, and dig in. | | | | Don't pretend - get your staff involved. |
| Get educated about EDM. | | | | Great leaders recognize their staff's talents and their |
| Helpful information about EDM is readily available on | | | | own limitations. Help employees understand and buy |
| the Internet. If you need to learn the lingo and the | | | | into your vision. Encourage them to share ideas that |
| vendors on the scene, AIIM, ARMA, and TAWPI are | | | | will refine it. Discover who has the knowledge and |
| three associations that provide excellent information. | | | | passion internally to help you find the right solution. |
| ECM Connection and Techinfocenter also provide | | | | Build a team that will embrace your vision, perfect it, |
| educational white papers as well as information about | | | | and drive it toward completion. Enthusiasm, |
| vendors and their products. | | | | commitment, and strong communication and |
| If you already know the jargon and have a basic | | | | interpersonal skills are just as important as |
| understanding of the process, but not enough to | | | | understanding IT. (See Planning and Executing Your |
| proceed confidently, try reading the article Developing | | | | ECM Project: Assembling the Right Team for helpful |
| an Enterprise Vision for Business Process Automation | | | | information about assembling the right team for your |
| and A Manager's Checklist for Transitioning to a | | | | EDM project.) |
| Paperless Office to help you get started. | | | | Don't just walk away. |
| Don't be a lemming. | | | | Even if you're a non-technical person and would rather |
| Being successful with EDM requires careful research, | | | | push the project on someone's lap and walk away until |
| asking questions, and creating a detailed plan. While it's | | | | it's finished, don't do it. Your employees need to |
| vital to choose an experienced vendor, sales volume | | | | understand your vision for the business, hear your |
| doesn't always mean customer satisfaction or results. | | | | commitment to the project, and know who will be |
| Just because thousands of people bought a new | | | | responsible for carrying it through. You don't have to |
| device on the first day it was available doesn't mean it | | | | do it yourself, but don't disappear into the woodwork. |
| turned out to be great. It may just have been | | | | Be a sponge - but don't communicate like one. |
| tremendous marketing for a not-so-stellar product. | | | | Implementing EDM is exciting, yet challenging. New |
| When you purchase EDM, you're investing in your | | | | ideas and discoveries about your business will result in |
| future. Make sure your chosen vendor has products | | | | changes, adaptations, and-if change is |
| and services that deliver results. Ask your peers: | | | | substantial-altered timelines. Whatever you learn must |
| Was the vendor easy to work with? | | | | be communicated to your staff so they can work with |
| Were inquiries answered quickly? | | | | the project rather than expending their energies in |
| Did the company deliver clear project plans with | | | | frustration, wondering what's next. Make your project |
| timelines and consequences for delays? | | | | transparent. |
| Were services available to assist with document | | | | Reaching success |
| analysis, planning, and testing? | | | | Moving toward paperless processing is challenging, but |
| After the product was installed, was adequate training | | | | it doesn't have to be overwhelming. You will learn |
| provided? | | | | much as you engage in staff communications aimed to |
| How has customer support been after the | | | | improve your business. Your business-and you-will |
| implementation? | | | | emerge stronger. |