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Determining Requirements for
    Managing Unstructured Data
    Christine Connors
    TriviumRLG LLC
    Information Management Consulting




    March 22, 2012


Thursday, March 22, 12
Overview

    ✤    Triggers

    ✤    Techniques

    ✤    Input

    ✤    Output

    ✤    Scale

    ✤    Mapping requirements to capabilities


Thursday, March 22, 12
Triggers

    ✤    “Didn’t we already do that?”

    ✤    “I found it once. It’s in there somewhere.”

    ✤    “Who knows how to do this?”

    ✤    “We maintain how many document management systems?!?”

    ✤    “Why can’t we use this content to do ... ?”

    ✤    “Which customer wanted that feature?”


Thursday, March 22, 12
As true today...

    ✤    “The search engine is poor to inadequate. I needed to find an appropriations data
         sheet and was returned 366 entries, none which had anything to do with
         appropriations. I spend far too much time looking through the search results for this
         engine to be effective. If I could find this document on the INTERNET I would do
         so, but this is an internal document that is successfully hidden somewhere in the
         archives with the Ark of the Covenant.”
                          Unidentified search and browse survey participant, June, 2003



    ✤    “Who gets more hits: www.amazon.com or
         www.thequaintbookstoredownthestreet.com? Listen up people: Our intranet is a
         wasteland of information. We need to unify - we need to standardize. Information is
         power - but only if it is on my desktop, not hidden away in some server waiting for
         a lucky adventurer to uncover it like some lost continent.”
                 Another unidentified search and browse survey participant, June, 2003

Thursday, March 22, 12
Wonderful
    objects with no
    metadata (context)
    A secret garden


    “Secret Garden” by wonderlane | Flickr |
    CC Attribution 2.0 Generic




Thursday, March 22, 12
Objects with
    can’t-be-bothered
    metadata
    A maze


    “Longleat Maze” by odolphie | Flickr |
    CC Attribution 2.0 Generic




Thursday, March 22, 12
Lots of
    unmarked
    repositories

    Silos


    “Silo” by Plano Light | Flickr | CC
    Attribution 2.0 Generic




Thursday, March 22, 12
Techniques




Thursday, March 22, 12
Sometimes, it’s obvious
    ✤    Environmental scan

          ✤    Do we really need 40 document management systems?

          ➡    We need to reduce the number of systems

                ➡    Improve the finability of the objects contained

    ✤    Budget analysis

          ✤    Projections indicate un-supportable costs of maintaining servers

                ✤    Costs are going down, but not as fast as our rate of acquisition

          ➡    We need to archive or compress the data, intelligently

Thursday, March 22, 12
Here there be dragons...




Thursday, March 22, 12
Standard
    Techniques

    ✤    Surveys

    ✤    Focus groups

    ✤    Observation

    ✤    SWOT

    ✤    Capabilities analysis



Thursday, March 22, 12
User Personas
                ✤    Craft fictional characters
                     based on your key user
                     groups

                         ✤   These archetypes will
                             represent the users of your
                             new system or process

                ✤    Give them attributes and
                     stories

                ✤    Figure out what you need to
                     solve their problems



Thursday, March 22, 12
Knowledge
    Audits

    ✤    Identify what types of
         information are critical for the
         organization

          ✤    Dashboards?

    ✤    Note gaps

    ✤    Note overlaps - redundancies,
         duplication and collaborate



Thursday, March 22, 12
Business
    Process Map
                ✤    Document the steps in
                     standard business
                     processes

                ✤    Identify where
                     unstructured data is used
                     and created

                ✤    Identify critical inputs/
                     outputs

                ✤    Identify breaks and blocks
                     in the system                  Photo by ottonassar | CC Attribution-Share Alike
                                                  http://www.fotopedia.com/items/flickr-3417427945




Thursday, March 22, 12
Social Tagging
    Analysis

                ✤    Analyze the metadata and
                     folksonomy - the organic
                     hierarchies and social tags
                     that have been created ad
                     hoc in the systems

                ✤    Are there synonymous or
                     near-synonymous terms?

                ✤    Are there trends by date or
                     location?


Thursday, March 22, 12
Survey Stakeholders

    ✤    What problem(s) are you solving?

          ✤    What are the pain points in the digital asset management strategy?
               Discovery, re-use, IP management?

    ✤    What are the benefits?

          ✤    New products, increased customer and/or employee satisfaction?

    ✤    Are there restrictions on how it gets done?


Thursday, March 22, 12
Typical Project Structure

    ✤    Analysis of needs & wants

    ✤    Define requirements

    ✤    Commit

    ✤    Resourcing

    ✤    Develop and Deploy

    ✤    Define & Publish Maintenance Processes and Governance Rules


Thursday, March 22, 12
Improve Efficiencies
    Reduce Costs




Thursday, March 22, 12
Input - Lay of the Land

    ✤    Data discovery in an 80k employee multi-national

          ✤    85% of the data “unstructured”

          ✤    90% had no metadata

                ✤    most of that was “bad” metadata

          ✤    13% exact duplicate

          ✤    True age of object hard to determine due to web scripting, server
               migrations, shared access

Thursday, March 22, 12
Input

    ✤    Qualify searches by

          ✤    function, organization, and business

          ✤    date

          ✤    document type (especially web pages)

          ✤    category (tags)

    ✤    Provide sorting of results by date, document type

    ✤    Do not change URLs of pages (users bookmarked)

Thursday, March 22, 12
Improved Efficiencies

    ✤    Delphi Group:

          ✤     Business professionals spend more than 2 hours per day searching for
               information

          ✤     Half of that time – 1 hour per day is wasted by failure to find what
               they seek

          ✤    The single factor most attributed to the large amount of time wasted
               was

          ✤     data changes (location 35%) and

          ✤     bad tools (ineffective search and lack of labeling 28%)

Thursday, March 22, 12
Output

    ✤    Objects must have metadata

          ✤    Title, Author, Subject

    ✤    Repositories should be created for organization/business/function

    ✤    Objects must be stored in one location to reduce duplicates

    ✤    Objects need to be shared to many locations

    ✤    Search & browse UI tools must provide filters for the index created

    ✤    File naming conventions need to be created and enforced

Thursday, March 22, 12
Improved Efficiencies
      Dollars Returned to the Business for Growth (1 hour per year per general employee plus 1 hour per month)




                         $4,000,000




                         $3,000,000




                         $2,000,000




                         $1,000,000




                                $0
                                      1.2k   2k   10.4k   12.3k   4k   11.6k   11.9k   8.3k   13.9k




Thursday, March 22, 12
Reduce Storage Costs
                                                                             Data growth assuming 60% annual growth rate
                                                  $90                                                                                                       3000
                                                                           T1 Only
                                                                           General tiered move

                                                                           Unintelligent Move
                                                                           Policy based Move


                                                  $68                                                                                                        2250
                                                                                                                                                            2228
                         Millions (Annual Cost)




                                                  $45                                                                                                        1500
                                                                                                                                                            $44.3
                                                                                                                                   1393


                                                                                                                                   $27.7
                                                                                                           870
                                                  $23                                                                                                          750
                                                                                   544                     $17.3
                                                          $12.2                    $10.8
                                                          340

                                                   $0                                                                                                            0
                                                     Year 1                  Year 2                  Year 3                   Year 4                  Year 5
                                                        Relative of starting point, growth curves represent storage acquisition cost increases over time.


Thursday, March 22, 12
Identify Opportunities




Thursday, March 22, 12
Input
    ✤    Curate the content for me

    ✤    Allow me to reuse content easily

          ✤    a part, not the whole

          ✤    in a new package

          ✤    without copying/pasting

          ✤    with citations

    ✤    Allow me to annotate content

    ✤    Allow me to refine content based on my needs

Thursday, March 22, 12
Content Re-use and Re-purposing

    ✤    Skills: people do not learn at the same pace nor neatly align to ‘grade’
         levels

    ✤    Product catalog: name and image as a tile on a sale page as well as in a
         detailed product description

    ✤    A taxonomy focused on a subject from introductory to mastery levels of
         understanding can be used to tag content fragments

    ✤    Combined with a taxonomy of skill levels, the content can be aggregated
         into packages consistently addressing the right audience in the right order

    ✤    These fragments can be re-used in a variety of products: multiple skill
         levels, multiple assessments, multiple delivery channels

Thursday, March 22, 12
Output
    ✤    CRM content must be indexed and categorized

    ✤    Objects must have metadata

          ✤    Title, Author, Subject, Skill Level, Process Step

    ✤    Objects need to be shared to many locations

    ✤    Objects must be usable in multiple systems and platforms

    ✤    File naming conventions need to be created and enforced

    ✤    Source data/citations must be available

    ✤    Objects must be written in a re-usable, neutral voice

Thursday, March 22, 12
Define Requirements
                ✤    Functional Requirements

                ✤    User Requirements

                ✤    Administrative Requirements

                         ✤   Authentication/Authorization/Security

                         ✤   Metrics

                         ✤   Documentation requirements

                ✤    Technical Requirements

                         ✤   Back End

                         ✤   Front End

                         ✤   Platform

                         ✤   Interoperability

Thursday, March 22, 12
Authentication, Authorization and
    Security
    ✤    Consider the content collections that will be part of the program.

          ✤    Do you anticipate any of it having restrictions?

                ✤    If so, then what are those restrictions?

          ✤    How will authorized users authenticate and gain access?

                ✤    Will you restrict access by entity type?

                ✤    By rules-based classification?

                ✤    By system access and control policies?

Thursday, March 22, 12
Back End

    ✤    How will you architect the back end to scale effectively?

    ✤    Will it be easily repeated on additional clusters?

    ✤    What OS and software will it need to run?

    ✤    Will it fail over?

    ✤    Can it scale to handle the number of users, documents and entities
         predicted for the anticipated life of the hardware?


Thursday, March 22, 12
Front End
    ✤    How will users interact with the system?

          ✤    Create - Read - Update - Delete as permissioned

          ✤    Search, browse, publish, integrate, migrate and import to and from other
               systems.

    ✤    What tools are needed to support these actions?

    ✤    Should select users be able to perform administrative tasks via a client or browser
         interface?

          ✤    How about the ability to generate reports?

    ✤    What operating system(s) does this interface need to function on?

          ✤    Mobile? Offline?

Thursday, March 22, 12
Interoperability

    ✤    How are you going to package and publish the data?

          ✤    File servers?

                ✤    Cloud?

          ✤    XML? Office suites? Analytics packages? Other tools?

    ✤     What other applications need to use the data created by one of the
         above?

          ✤    DMS/DAM/CMS/CRM

Thursday, March 22, 12
Metadata Management

    ✤    What kinds of information is important to manage - what metadata
         elements?

          ✤    Title, Author, Subject, Process, Skill, Dates, Business, Function...

    ✤    Will you need a taxonomy?

          ✤    Enforce some control on the description of attributes

    ✤    Do you need an external tool or is there a module within your CMS,
         DMS or portal solution that will suffice?


Thursday, March 22, 12
Resourcing


    ✤    Build vs. buy

    ✤    Human resources - staff or contractors needed

    ✤    Technology needs

          ✤    Hardware? Software? Network? Costs?




Thursday, March 22, 12
Define & Publish Processes and
    Rules
    ✤    Maintenance processes

          ✤    Schedule for review and updates

          ✤    Rules for additions, changes, deletions

          ✤    Implementation and publishing process

    ✤    Governance rules

          ✤    Editor? Committee? User input?

          ✤    Standards compliance?

Thursday, March 22, 12
Scale




Thursday, March 22, 12
Scale



    ✤    According to the 2011 Digital Universe study by IDC/Sponsored by
         EMC, by 2020 the world will generate 50x the amount of information
         we have now, on 75x the number of containers, and increase IT
         support for those systems only by a factor of 1.5.




Thursday, March 22, 12
Scale Using Tools


    ✤    Compression technologies

    ✤    Metadata management

    ✤    Indexing, NLP, Search

    ✤    Business rule generation and application

    ✤    Virtualization



Thursday, March 22, 12
Scale Using Processes

    ✤    Standards

    ✤    Metadata governance

          ✤    Schema

          ✤    Taxonomy

                ✤    Subject Matter Experts

          ✤    Editorial Boards

    ✤    Product development

Thursday, March 22, 12
Mapping requirements to
    technologies




Thursday, March 22, 12
What’s available?



    ✤    Latest technologies

    ✤    Information management frameworks

    ✤    Business process best practices




Thursday, March 22, 12
Questions?




Thursday, March 22, 12
Thank you for attending!
    Christine Connors
    TriviumRLG.com
    christine@triviumrlg.com
    http://www.slideshare.net/triviumrlg




Thursday, March 22, 12

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Requirements for Managing Unstructured Data

  • 1. Determining Requirements for Managing Unstructured Data Christine Connors TriviumRLG LLC Information Management Consulting March 22, 2012 Thursday, March 22, 12
  • 2. Overview ✤ Triggers ✤ Techniques ✤ Input ✤ Output ✤ Scale ✤ Mapping requirements to capabilities Thursday, March 22, 12
  • 3. Triggers ✤ “Didn’t we already do that?” ✤ “I found it once. It’s in there somewhere.” ✤ “Who knows how to do this?” ✤ “We maintain how many document management systems?!?” ✤ “Why can’t we use this content to do ... ?” ✤ “Which customer wanted that feature?” Thursday, March 22, 12
  • 4. As true today... ✤ “The search engine is poor to inadequate. I needed to find an appropriations data sheet and was returned 366 entries, none which had anything to do with appropriations. I spend far too much time looking through the search results for this engine to be effective. If I could find this document on the INTERNET I would do so, but this is an internal document that is successfully hidden somewhere in the archives with the Ark of the Covenant.” Unidentified search and browse survey participant, June, 2003 ✤ “Who gets more hits: www.amazon.com or www.thequaintbookstoredownthestreet.com? Listen up people: Our intranet is a wasteland of information. We need to unify - we need to standardize. Information is power - but only if it is on my desktop, not hidden away in some server waiting for a lucky adventurer to uncover it like some lost continent.” Another unidentified search and browse survey participant, June, 2003 Thursday, March 22, 12
  • 5. Wonderful objects with no metadata (context) A secret garden “Secret Garden” by wonderlane | Flickr | CC Attribution 2.0 Generic Thursday, March 22, 12
  • 6. Objects with can’t-be-bothered metadata A maze “Longleat Maze” by odolphie | Flickr | CC Attribution 2.0 Generic Thursday, March 22, 12
  • 7. Lots of unmarked repositories Silos “Silo” by Plano Light | Flickr | CC Attribution 2.0 Generic Thursday, March 22, 12
  • 9. Sometimes, it’s obvious ✤ Environmental scan ✤ Do we really need 40 document management systems? ➡ We need to reduce the number of systems ➡ Improve the finability of the objects contained ✤ Budget analysis ✤ Projections indicate un-supportable costs of maintaining servers ✤ Costs are going down, but not as fast as our rate of acquisition ➡ We need to archive or compress the data, intelligently Thursday, March 22, 12
  • 10. Here there be dragons... Thursday, March 22, 12
  • 11. Standard Techniques ✤ Surveys ✤ Focus groups ✤ Observation ✤ SWOT ✤ Capabilities analysis Thursday, March 22, 12
  • 12. User Personas ✤ Craft fictional characters based on your key user groups ✤ These archetypes will represent the users of your new system or process ✤ Give them attributes and stories ✤ Figure out what you need to solve their problems Thursday, March 22, 12
  • 13. Knowledge Audits ✤ Identify what types of information are critical for the organization ✤ Dashboards? ✤ Note gaps ✤ Note overlaps - redundancies, duplication and collaborate Thursday, March 22, 12
  • 14. Business Process Map ✤ Document the steps in standard business processes ✤ Identify where unstructured data is used and created ✤ Identify critical inputs/ outputs ✤ Identify breaks and blocks in the system Photo by ottonassar | CC Attribution-Share Alike http://www.fotopedia.com/items/flickr-3417427945 Thursday, March 22, 12
  • 15. Social Tagging Analysis ✤ Analyze the metadata and folksonomy - the organic hierarchies and social tags that have been created ad hoc in the systems ✤ Are there synonymous or near-synonymous terms? ✤ Are there trends by date or location? Thursday, March 22, 12
  • 16. Survey Stakeholders ✤ What problem(s) are you solving? ✤ What are the pain points in the digital asset management strategy? Discovery, re-use, IP management? ✤ What are the benefits? ✤ New products, increased customer and/or employee satisfaction? ✤ Are there restrictions on how it gets done? Thursday, March 22, 12
  • 17. Typical Project Structure ✤ Analysis of needs & wants ✤ Define requirements ✤ Commit ✤ Resourcing ✤ Develop and Deploy ✤ Define & Publish Maintenance Processes and Governance Rules Thursday, March 22, 12
  • 18. Improve Efficiencies Reduce Costs Thursday, March 22, 12
  • 19. Input - Lay of the Land ✤ Data discovery in an 80k employee multi-national ✤ 85% of the data “unstructured” ✤ 90% had no metadata ✤ most of that was “bad” metadata ✤ 13% exact duplicate ✤ True age of object hard to determine due to web scripting, server migrations, shared access Thursday, March 22, 12
  • 20. Input ✤ Qualify searches by ✤ function, organization, and business ✤ date ✤ document type (especially web pages) ✤ category (tags) ✤ Provide sorting of results by date, document type ✤ Do not change URLs of pages (users bookmarked) Thursday, March 22, 12
  • 21. Improved Efficiencies ✤ Delphi Group: ✤ Business professionals spend more than 2 hours per day searching for information ✤ Half of that time – 1 hour per day is wasted by failure to find what they seek ✤ The single factor most attributed to the large amount of time wasted was ✤ data changes (location 35%) and ✤ bad tools (ineffective search and lack of labeling 28%) Thursday, March 22, 12
  • 22. Output ✤ Objects must have metadata ✤ Title, Author, Subject ✤ Repositories should be created for organization/business/function ✤ Objects must be stored in one location to reduce duplicates ✤ Objects need to be shared to many locations ✤ Search & browse UI tools must provide filters for the index created ✤ File naming conventions need to be created and enforced Thursday, March 22, 12
  • 23. Improved Efficiencies Dollars Returned to the Business for Growth (1 hour per year per general employee plus 1 hour per month) $4,000,000 $3,000,000 $2,000,000 $1,000,000 $0 1.2k 2k 10.4k 12.3k 4k 11.6k 11.9k 8.3k 13.9k Thursday, March 22, 12
  • 24. Reduce Storage Costs Data growth assuming 60% annual growth rate $90 3000 T1 Only General tiered move Unintelligent Move Policy based Move $68 2250 2228 Millions (Annual Cost) $45 1500 $44.3 1393 $27.7 870 $23 750 544 $17.3 $12.2 $10.8 340 $0 0 Year 1 Year 2 Year 3 Year 4 Year 5 Relative of starting point, growth curves represent storage acquisition cost increases over time. Thursday, March 22, 12
  • 26. Input ✤ Curate the content for me ✤ Allow me to reuse content easily ✤ a part, not the whole ✤ in a new package ✤ without copying/pasting ✤ with citations ✤ Allow me to annotate content ✤ Allow me to refine content based on my needs Thursday, March 22, 12
  • 27. Content Re-use and Re-purposing ✤ Skills: people do not learn at the same pace nor neatly align to ‘grade’ levels ✤ Product catalog: name and image as a tile on a sale page as well as in a detailed product description ✤ A taxonomy focused on a subject from introductory to mastery levels of understanding can be used to tag content fragments ✤ Combined with a taxonomy of skill levels, the content can be aggregated into packages consistently addressing the right audience in the right order ✤ These fragments can be re-used in a variety of products: multiple skill levels, multiple assessments, multiple delivery channels Thursday, March 22, 12
  • 28. Output ✤ CRM content must be indexed and categorized ✤ Objects must have metadata ✤ Title, Author, Subject, Skill Level, Process Step ✤ Objects need to be shared to many locations ✤ Objects must be usable in multiple systems and platforms ✤ File naming conventions need to be created and enforced ✤ Source data/citations must be available ✤ Objects must be written in a re-usable, neutral voice Thursday, March 22, 12
  • 29. Define Requirements ✤ Functional Requirements ✤ User Requirements ✤ Administrative Requirements ✤ Authentication/Authorization/Security ✤ Metrics ✤ Documentation requirements ✤ Technical Requirements ✤ Back End ✤ Front End ✤ Platform ✤ Interoperability Thursday, March 22, 12
  • 30. Authentication, Authorization and Security ✤ Consider the content collections that will be part of the program. ✤ Do you anticipate any of it having restrictions? ✤ If so, then what are those restrictions? ✤ How will authorized users authenticate and gain access? ✤ Will you restrict access by entity type? ✤ By rules-based classification? ✤ By system access and control policies? Thursday, March 22, 12
  • 31. Back End ✤ How will you architect the back end to scale effectively? ✤ Will it be easily repeated on additional clusters? ✤ What OS and software will it need to run? ✤ Will it fail over? ✤ Can it scale to handle the number of users, documents and entities predicted for the anticipated life of the hardware? Thursday, March 22, 12
  • 32. Front End ✤ How will users interact with the system? ✤ Create - Read - Update - Delete as permissioned ✤ Search, browse, publish, integrate, migrate and import to and from other systems. ✤ What tools are needed to support these actions? ✤ Should select users be able to perform administrative tasks via a client or browser interface? ✤ How about the ability to generate reports? ✤ What operating system(s) does this interface need to function on? ✤ Mobile? Offline? Thursday, March 22, 12
  • 33. Interoperability ✤ How are you going to package and publish the data? ✤ File servers? ✤ Cloud? ✤ XML? Office suites? Analytics packages? Other tools? ✤ What other applications need to use the data created by one of the above? ✤ DMS/DAM/CMS/CRM Thursday, March 22, 12
  • 34. Metadata Management ✤ What kinds of information is important to manage - what metadata elements? ✤ Title, Author, Subject, Process, Skill, Dates, Business, Function... ✤ Will you need a taxonomy? ✤ Enforce some control on the description of attributes ✤ Do you need an external tool or is there a module within your CMS, DMS or portal solution that will suffice? Thursday, March 22, 12
  • 35. Resourcing ✤ Build vs. buy ✤ Human resources - staff or contractors needed ✤ Technology needs ✤ Hardware? Software? Network? Costs? Thursday, March 22, 12
  • 36. Define & Publish Processes and Rules ✤ Maintenance processes ✤ Schedule for review and updates ✤ Rules for additions, changes, deletions ✤ Implementation and publishing process ✤ Governance rules ✤ Editor? Committee? User input? ✤ Standards compliance? Thursday, March 22, 12
  • 38. Scale ✤ According to the 2011 Digital Universe study by IDC/Sponsored by EMC, by 2020 the world will generate 50x the amount of information we have now, on 75x the number of containers, and increase IT support for those systems only by a factor of 1.5. Thursday, March 22, 12
  • 39. Scale Using Tools ✤ Compression technologies ✤ Metadata management ✤ Indexing, NLP, Search ✤ Business rule generation and application ✤ Virtualization Thursday, March 22, 12
  • 40. Scale Using Processes ✤ Standards ✤ Metadata governance ✤ Schema ✤ Taxonomy ✤ Subject Matter Experts ✤ Editorial Boards ✤ Product development Thursday, March 22, 12
  • 41. Mapping requirements to technologies Thursday, March 22, 12
  • 42. What’s available? ✤ Latest technologies ✤ Information management frameworks ✤ Business process best practices Thursday, March 22, 12
  • 44. Thank you for attending! Christine Connors TriviumRLG.com christine@triviumrlg.com http://www.slideshare.net/triviumrlg Thursday, March 22, 12