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 End of IT-Dependent CCM
By Patrick Kehoe
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
Beyond AI: The Real Next Frontier in Customer Communications
By Liz Stephen and Mia Papanicolaou
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
Beyond Bots
By Eric Riz
Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
How IDP is Reshaping CCM: Transactional and Accessible Communications
By Ernie Crawford
For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
Why Every Document Is Now a Touchpoint
By Gary Gregg
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction

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