Robert Smallwood

Robert Smallwood is a founding partner of IMERGE Consulting and executive director of the E-Records Institute. He is the author of Information Governance: Concepts, Strategies, and Best Practices (Wiley, 2014), Managing Electronic Records: Methods, Best Practices, and Technologies (Wiley, 2013) and Safeguarding Critical E-Documents: Implementing a Program for Securing Confidential Information Assets (Wiley, 2012). He has published more than 100 articles and given more than 50 conference presentations on information governance, document, records and content management.

FEATURES

Information Governance, IT Governance, Data Governance: What’s the Difference?

BY Robert Smallwood

Sept. 3 2014

There has been a great deal of confusion around the term information governance (IG) and how it is often confused with other similar industry terms, such as information technology (IT) governance and data...

The Biggest Disruptor in Communications

By Eric Riz

Over the past 2 short years, the communications industry has been at the forefront of technological innovation, shaping how we connect, share and understand the world around us. Among the plethora of
Reducing Document Handling Errors in High-Volume Customer Support Centers

By Ryan Duncan

Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
The Business Value of Customer Experience

By Richard Huff

Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
The Future of Scaling is Self-Service Technology

By Matt Mccullough

As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
Is Your Data Ready?

By Stephanie Pieruccini

When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc

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