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...

Why CX Leaders Win with AI

By Richard Huff

Artificial intelligence has transitioned from being a promising innovation to a fundamental business capability across a wide range of industries
The Clarity Protocol

By Tony Edwards

Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
Time for a New Generation of CCM. The Composition Era Is Ending.

By Liz Stephen and Mia Papanicolaou

We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
CCM’s Next Act

By Alan Burger

The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
I Spent Millions on ECM Modernization Before I Knew There Was A Better Way

By Keith Schlosser

Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat

Most Read

I Spent Millions on ECM Modernization Before I Knew There Was A Better Way

Time for a New Generation of CCM. The Composition Era Is Ending.

CCM’s Next Act

Solimar Systems enables ABT Mailcom to Significantly Cut File Processing from 30 Minutes to 2.5 Minutes

2026 QKS SPARK Matrix for Customer Communication Management

Aragon Research Unveils the 2026 Globe™ for Workflow and Content Automation

Gimbel & Associates and Crawford Technologies Host 2nd Annual Engage360 Industry Event Event for CCM Professionals