March 2015

We have been accumulating electronic documents in shared drives since the innovation of networked computers and file servers in the early 1980s. Folders and sub-folders defined in shared or network drives... View More

When I first discussed participating in this blog for DOCUMENT Strategy, the editor suggested that I address “workflow tools to streamline the full document life cycle” and “end-to-end... View More

We live in a world of change. Business processes change. Procedures change. Regulatory and legal requirements change. Keeping up with all this change can challenge even the best of us. Forms are like small... View More

When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More

The other day, while with a group of friends, someone told us he lived in the penthouse of a building. Most people stopped talking and looked at him. Nobody asked where the building was, the address or... View More

For the last two years or so, a shift has been occurring—and a gap developing—in the customer communications management (a.k.a., document automation) market. More and more analysts, vendors... View More

I've been focusing a lot on engagement lately, whether that be employees or customers. Hey, people do indeed make the world go round! I want to focus this piece, though, on the impact of leadership on... View More

You have spent (and continue to spend) hundreds of thousands of dollars on your website. You have a full-time staff to update the content, monitor traffic and enhance your site. The site is good, or very... View More

We have recently seen explosive changes in the healthcare industry. With governmental legislation, healthcare went from being an industry with a built-in customer base to one in which hospitals, insurances... View More

What does that mean: multidimensional thinking? It really depends on your perspective and role in an organization. When we talk about design and development organizations, multidimensional might mean creating... View More

“Organizations which unify customer communications management (CCM) and web content management (WCM) will receive higher value and improve customer experience versus organizations that keep CCM and... View More

At the risk of offending everyone, why have you made a concerted effort to get all of your paper documents into electronic form but still print out signature documents and send them via costly snail mail?... View More

Pretty much every month, as regular as clockwork, I get a short message service (SMS) text from the same organization. This organization is located in a city that is a several-hour drive from where I live... View More

| #4 TOP READ — In Forrester’s latest report “Brief: Ten Trends Will Reshape Customer Communications Management,” Vice President and Principal Analyst Craig Le Clair writes, “Enterprise... View More

Since Fortune magazine created the very first Most Admired Companies list and ranking of corporate reputation in 1983, academics and practitioners alike have been constantly defining and redefining the... View More