Customer expectations are at an all-time high, placing added pressure on organizations everywhere. In turn, organizations have high expectations of their employees—to do their jobs quickly, accurately,... View More
With the onset of mass digitalization, technologically savvy workers are no longer the exception but the rule. This new digital standard has impacted every facet of the corporate workday, including the... View More
The digital workplace encompasses many technologies that require enterprises to focus on a sound, holistic strategy, which should include synergy between the technologies required to support key business... View More
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server... View More
On April 6, 2016, the National Archives and Records Administration (NARA) released its "Criteria for Managing Email Records in Compliance with the Managing Government Records Directive (M-12-18)." NARA’s... View More
Over the last decade, hundreds of billions (maybe even trillions) of communications have left our industry. It didn’t happen all at once. It happened a little at a time—one project at a time.... View More
This is a question that many organizations should be asking and prepared to answer when it comes to process. For many organizations, the answer is, "Yes, we have someone responsible," and this may well... View More
When the last person leaves the office at night, the doors are supposed to be locked with the alarm set, but tonight, the alarm is off, and a side door is left propped open by a provider. When no one is... View More
After a long debate and a lot of reading, the company decides an electronic document management (EDM) solution is imperative. Budgets have been released, and the chief executive officer (CEO) is personally... View More
Information governance (IG) might be thought of as the next level of records management. It enlarges the profile of records management and involves more of the organization and its processes. If achieved,... View More
I attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful. The quality of the discussions was excellent, and the messaging was consistent... View More
Organizations receive thousands of inbound communications via mail and email every day—many of which are business documents, such as enrollment forms, applications, claim forms, and other correspondence,... View More
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s... View More
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical
In the digital transformation era, what most needs digitization is multiform content. Enterprise content management systems (CMSes) are how that will get done
