We typically recommend that companies start by segmenting their usage patterns and portfolio into four basic types: Basic ECM , Standard ECM , Collaborative ECM , and Specialized ECM . Usually we call it “ECM” but just as often we call it “DM”, “RIM”, or something similar – the substance is mostly the same but the label varies depending on the company circumstances and culture. The four basic patterns are common to all companies but – if necessary – we can add anywhere from one to four additional patterns, such as Process ECM (think high volume imaging and BPM) and Long Term ECM (think archiving and hierarchical storage management)
Videotaping employees as they use the application in their normal day-to-day activities leads to great insight on usage patterns. Asking employees to complete a set of core scenarios watching for patterns including roadblocks, emotional reaction (i.e. confusion, satisfaction, frustration), ease of use, time to complete, desired result, etc. will aid in providing the best solution moving forward
That means not only answering to our user's demands but actually qualifying what those demands are through our search logs and making these usage patterns widely known
That said I've got to believe that the will to take stock and think through the larger patterns and looming battles is more powerful than the momentary urge of being told what to do and where to be at any given moment
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