CDMP Study Group

SESSION 9
JUNE 10, 2020

Sandi Perillo-Simmons, DAMA New England, VP Operations

Email: sgperillo@gmail.com
AGENDA
• Facilitator
• Introductory Note
• Chapter 9: Document and Content Management
• Overview
• Jeopardy!
•Q&A
• Next Session

New England Data Management Community

Facilitator
Sandi Perillo-Simmons
 Travelers, 2VP, Data Management
 DAMA NE Chapter, VP, Operations
 IDMA, Board of Directors (idma.org)

CONTACT INFO:
EMAIL: sgperillo@gmail.com
PHONE: 860-301-6999
: /IN/sandi perillo-simmons

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INTRODUCTORY NOTE

This study group is offered as a service of DAMA New England for DAMA New England
members. It not an official, DAMA International authorized training course because DAMA-I has
not yet created an authorized trainer program.

The purpose of this group is to help prepare members to take the CDMP. We will do so by
reviewing the content of chapters of the DMBOK2.

The chapter makes no claims for the effectiveness of the sessions or the ability of participants to
pass the CDMP exam after having attended. In fact, you should plan on doing a lot of individual
study to pass the exam.

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Chapter 9: Document & Content Management
Document and Content Management includes planning, implementation, and control activities to
manage the lifecycle of data and information found in a range of unstructured media, especially
documents needed to support legal and regulatory compliance
requirements.

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Document & Content Management Introduction
Definition: Planning, implementation, and control activities for lifecycle management of data and
information found in any form or medium – outside of relational databases.

Goals:
1. To comply with legal obligations and customer expectations regarding records management
2. To ensure effective and efficient storage, retrieval and use of documents and content
3. To ensure integration capabilities between structured and unstructured content

Expected to be secure and of high quality

Requires governance, reliable architecture, and

well-managed metadata

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Business Drivers
Regulatory compliance
• Laws and regulations require that organizations maintain records of certain types of activities

Ability to respond to litigation and e-discovery requests

• E-discovery is the process of finding electronics records that may serve as evidence in a legal action
• Big Data has become a driver for more efficient e-discovery, records retention, and strong
information governance

Business continuity requirements

Gaining efficiencies:
• Streamline processes
• Manage workflow
• Eliminate manual repetitive tasks
• Enable collaboration
• Enable people to locate, access, and share documents more quickly
• Prevent loss of documents
• Save money by freeing up file cabinet space and reducing document handling costs

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Goals and Principles
The GOALS of implementing best practices for Document & Content Management:
• Ensuring effective and efficient retrieval and use of data and information in unstructured formats
• Ensuring integration capabilities between structured and unstructured data
• Complying with legal obligations and customer expectations

The following GUIDING PRINCIPLES can help to set a strong foundation:

• Everyone has a role to play and must follow established policies and procedures principles.
• Experts in the handling of records and content should be fully engaged in policy and planning.
Regulatory and best practices can vary significantly based on industry sector and legal jurisdiction.
• See Generally Acceptable Recordkeeping Principles (GARP) on next slide

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Generally Acceptable Recordkeeping Principles (GARP)
Established in 2009 by ARMA International, a not-for-profit professional association for managing records and
information. Provides a governance framework and metrics. Further information can be found at www.arma.org.

The 8 principles include:

1. Accountability: Organization assigns a senior executive and team, adopts policies and processes to guide
staff, and ensures program auditability.
2. Integrity: Records and information have a reasonable and suitable guarantee of authenticity and reliability.
3. Protection: Program ensures reasonable level of information protection.
4. Compliance: Program ensures compliance with applicable laws and binding authorities, as well as the
organization’s policies.
5. Availability: Program ensures timely, efficient, and accurate retrieval of information.
6. Retention: Program ensures that organization shall retain its information for an appropriate time, taking into
account all operational, legal, regulatory, and fiscal requirements.
7. Disposition: Program ensures that organization will provide secure and appropriate disposition of
information.
8. Transparency: Program, including policies, processes, and activities, will be documented in a manner that is
available to and understood by staff and appropriate interested parties.

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Essential Concepts - Content
Content: Refers to the data and information inside the file. If you think of a document as a bucket, content is what’s inside the bucket.
• Content Management: Processes, techniques, and technologies for organizing, categorizing, and structuring information resources so that they
can be stored, published, and reused in multiple ways
o Lifecycle can be active or static
o Content may be managed formally for informally
o Particularly important in websites and portals
o When scope is the enterprise, it’s referred to as Enterprise Content Management (ECM)
• Content Metadata: Essential to managing unstructured data; typically managed both at the enterprise-level and locally.
o Format
o Search-ability
o Self-documentation
o Existing patterns
o Content subjects
o Requirements
• Content Modeling: The process of converting logical content concepts into content types, attributes, and data types with relationships
o Two Levels:
 Information Product: An actual deliverable (e.g. website)
 Component: The elements that make up the product
o Supports content strategy by guiding content creation and promoting reuse
• Content Delivery Methods:
o Push
o Pull
o Interactive

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Essential Concepts – Controlled Vocabularies
Controlled Vocabularies: A defined list of explicitly allowed terms used to index, categorize, tag, sort, and retrieve content through browsing and searching. Necessary to
systemically organize documents, records, and content. Should be aligned with the entity names and definitions in the enterprise conceptual data model
• Vocabulary Management: Should focus on uses, consumers, standards, and maintenance
• Vocabulary Views and Micro-Controlled Vocabulary: Subset of the vocabulary for specific audiences
• Term and Pick Lists: Used to reduce the domain of values
• Term Management: Should be managed trough a governance process
o Equivalent term relationship
o Hierarchical relationship
o Related term relationship
• Synonym Rings and Authority Lists:
o Synonym Rings: A set of terms with roughly equivalent meaning
o Authority Lists: One term is preferred and the others are variants; designed to facilitate retrieval of info within a specific domain or scope
• Taxonomies: An umbrella term referring to any classification or controlled vocabulary. Taxonomies can have different structures
o Flat taxonomy: All categories are equal
o Hierarchical Taxonomy: Tree structure
o Polyhierarchy: Tree-like structure with more than one node relation rule. Child nodes may have more than multiple parents
o Facet Taxonomy: Like a star where each node is associated with the center node
o Network Taxonomy: Uses both hierarchical and facet structures
• Classification Schemes and Tagging: Codes that represent controlled vocabulary
o Folksonomies: Classification schemes for online content terms and names obtained through social tagging; not usually considered authoritative because experts
do not compile them
• Thesauri: Provide information about each term and relationship to other terms. Can be used to organized unstructured content, uncover relationships between
content from different media, improve website navigation, and optimize search. Standards exist to provide guidance on creating thesauri.
• Ontology: A type of taxonomy that represents a set of concepts and their relationships within a domain
o Ontology languages exist:
o Resource Description Framework Schema (RDFS)
o Web Ontology Language (OWL)

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Essential Concepts – Controlled Vocabularies
Taxonomy vs Ontology: What’s the difference?

TAXONOMY ONTOLOGY

According to Bob Bater, “an ontology identifies and distinguishes concepts and their relationships; it describes content
and relationships. A taxonomy formalizes the hierarchical relationships among concepts and specifies the term to be
used to refer to each; it prescribes structure and terminology.”

Reference 1
Taxonomies classify; ontologies specify
Reference 2

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Essential Concepts – Documents and Records
Documents: Electronic or paper objects that contain instructions for tasks, requirements for how and when to perform a task or function, and logs
of task execution and decisions. Examples include procedures, protocols, methods, and specifications
 Records: Only a subset of documents are designated as records. Records provide evidence that actions were taken and decisions were
made in keeping with procedures. They serve as evidence of the organization’s business activities and regulatory compliance.

Document Management: encompasses the processes, techniques, and technologies for controlling, and organizing documents and records
throughout their lifecycle. Managing the lifecycle includes:
• Inventory
• Policy
• Classification
• Storage
• Retrieval and circulation
• Preservation and Disposal

Records Management: Managing records has special requirements. Well-prepared records have characteristics such as:
• Content: Must be accurate, complete and truthful
• Context: Descriptive information (i.e. metadata) should be kept (e.g. record’s creator, date of creation)
• Timeliness: A record should be created soon after the event, action, or decision occurs
• Permanency: Once designated as a record, it cannot be changed for the legal length of its existence
• Structure: Should be recorded on the correct form or template

Digital Asset Management: Similar to document management but focused on rich media such as video, logos, photographs.

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Essential Concepts – Others
Data Map: An inventory of all electronically stored information (ESI) that includes owners, custodians, relevant geographical
locations, and data types

E-discovery: Discovery is the legal term that refers to the pre-trial phase of a lawsuit where both parties request information
from each other to find facts for the case and to see how strong the arguments are on either side. The US Federal Rules for Civil
Procedure (FRCP) have governed the discovery of evidence in lawsuits and other civil cases since 1938. In 2006, amendments to
the FRCP accommodated the discovery practice and requirements of ESI in the litigation process. The Electronic Discovery
Reference Model was developed by EDRM, a standards and guidelines organization for e-discovery. This framework provides an
approach to e-discovery.

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Essential Concepts – Others
Information Architecture: The process of creating structure for a body of information or content. It is central to developing an
effective web site and includes:
• Controlled vocabulary
• Taxonomies and ontologies
• Navigation maps
• Metadata maps
• Search functionality specifications
• Use cases
• User flows

Search Engine: Software that searches for information based on terms and retrieves web sites that have those terms within their
content.

Semantic Model: Is a user’s perspective of the data and enables these users to ask questions of the information in a non-
technical way. Semantic models can map database tables and views to concepts that are meaningful to business users. They
contain semantic objects and bindings.

Semantic Search: A search mechanism that focuses on meaning and context rather than predetermined keywords (e.g. location,
intent, word variations, synonyms, concept matching). Business Intelligence and Analytics tools often have semantic search
requirements.

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Essential Concepts – Others
Unstructured Data: Data that does not have a data model that helps users understand its content or how it’s organized. The
term ‘unstructured’ is often misleading as there often is some structure. Sometimes data stored outside relational databases is
called non-tabular or semi-structured data..

Workflow: Content development should be managed through a workflow.

• Workflow components can include:
o Creation
o Processing
o Routing
o Rules
o Administration
o Security
o Electronic Signature
o Deadline
o Escalation (if problems occur)
o Reporting
o Deliver
• Should be automated through use of a content management system (CMS). This has added benefit of version control.
• Should be repeatable and maintained.

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Activities – Plan for Lifecycle Management
Plan for Records Management
• Starts with a clear definition of a record; this requires SMEs
• Requires decisions about where to store current active records and where to archive older records
• Must account for both paper and electronic records (structured and unstructured)

Develop a Content Strategy

• Content drivers (why content is needed by the org), creation, delivery/publication, and governance should be considered
• Content requirements should drive tool selection (i.e. CMS)
• Current state and gap assessments must be performed
• Search-ability must be considered

Create Content Handling Policies

Policies, in general, help people to understand how they should behave
• Social Media
• Device Access
• Handling Sensitive Data
• Responding to Litigation

Define Content Information Architecture

• Focuses on organizing, structuring, and labeling content in an effective and sustainable way
• Data Management professionals get involved to help with controlled vocabularies and terms, classifications schemes, data modeling, and
metadata efforts

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Activities – Manage the Lifecycle
Capture Records Content Backup and Recovery
• First step in managing content • Be sure to plan for this as part of Disaster Recovery and
• Must be tagged with appropriate metadata at point of capture; Business Continuity
this is important for retrieval and understanding context
Manage Retention and Disposal
Manage Versioning and Control • Requires clear policies that document timeframes, when
ANSI Standard 859 offers 3 levels of control based on criticality of the inactive documents can be transferred to secondary storage,
data: process for compliance, methods and schedules
1. Formal: Most formal • Records managers or Information Owners provide oversight
2. Revision: Less formal; only when changes occur • Non-value added information should be removed
3. Custody: Least formal; safe storage and means of retrieval only o Many reasons why organizations don’t prioritize
removal
Consider the following when determine which level of control:
• Cost Audit Documents and Records
• Project impact • Document/Records management requires periodic audits
• Other consequences • An audit usually requires the following steps:
• Need to reuse 1. Defining drivers and identifying stakeholders
• Maintenance 2. Gathering data on the process
3. Reporting the outcomes
4. Developing an action plan
• See Tables 16 on page 329 for sample audit measures

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Activities – Publish and Deliver Content
Provide Access, Search, and Retrieval
• Once content has been described by metadata, tagged, and classified within appropriate information
architecture, it’s available for retrieval and use
• Profiles of users often available to help them find content
• Search engines can help find content based on keywords
• Some orgs have internal search tools

Deliver Through Acceptable Channels

• Users have many different expectations for format and device
• Reformatted content may need to be changed back to the original format
• This is not always straightforward

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Tools
Enterprise Content Management Systems: A platform of core components or a set of applications to systemically organize
documents, records, and content.

• Document Management System used to track and store electronic documents and images of paper documents
o Digital Asset Management (e.g. audio, video, music, digital photos)
o Image Processing (e.g. scanning, optical and intelligent character recognition, form processing)
o Records Management Systems
 Automation of retention and disposal
 E-discovery support
 Long-term archiving
 Vital records program to retain critical business records

• Content Management System

o Used to collect, organize, index, and retrieve content
o Stored either as components or whole documents
o May offer controls for revising content within documents
o While document management system may provide content management functionality over the documents under its
control, a CMS is essentially independent of where and how the documents are stored.

• Content and Document Workflow

o Supports business processes and provides for review and approval before publishing

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Tools
Collaboration Tools: Enable the collection, storage, workflow, and management of documents pertinent to team activities.
Social networking enables individuals and teams to share documents and content inside the team and to reach out to an external
group for input using blogs, wikis, RSS, and tagging.

Controlled Vocabulary and Metadata Tools

Examples include:
• Metadata repositories, glossaries, or directories
• Enterprise and departmental thesauri
• Data models
• Taxonomies
• Others

Standard Markup and Exchange Formats: Facilitate the sharing od data across information systems and the Internet
• XML (eXtensible Markup Language)
• JSON (JavaScript Object Notation)
• RDF (Resource Description Framework) and Related W3C Specifications
• Schema.org: Provides a collection of shared vocabularies or schemas for on-page markup so that major search engines can
understand them.

E-discovery Technology

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Techniques
Litigation Response Playbook:
An organization can plan for litigation response through the development of a playbook containing objects,
metrics, and responsibilities before a major discovery process begins. It documents business processes for the
lifecycle of e-discovery activities and identifies roles and responsibilities.

Litigation Response Data Map

• A data map is a catalog of information systems. It describes the systems and their uses, the information they
contain, retention policies, and other characteristics
• E-discovery often has a limited timeframe (e.g. 90 days). Providing attorneys with a data map of the IT and ESI
environment available can enable and organization to respond more effectively.

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Implementation Guidelines
Implementing ECM is a long-term effort that can be perceived as expensive. As with any enterprise effort, it
requires buy-in from a wide range of stakeholders and funding support from an executive committee.

Readiness Assessment / Risk Assessment

The purpose is to identify areas where content management improvement is needed and to determine how well-
adapted the organization is to changing its processes to meet these needs.
• E-discovery Assessment: Identifies improvement opportunities for the litigation response program
• Records Management Maturity Model: Along with GARP, ARMA International also has a Information
Governance Maturity Model that can help assess an organization’s recordkeeping program and practices:
o Level 1: Sub-Standard
o Level 2: In Development
o Level 3: Essential
o Level 4: Proactive
o Level 5: Transformational

Organization and Cultural Change

• People can be greater challenge than the technology!

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Documents and Content Governance
Information Governance Frameworks
• The Information Governance Reference Model (IGRM) shows the
relationship of Information Governance to other organizational functions.
• The IGRM complements ARMA’s GARP.

Proliferation of Information:
• Unstructured data grows much faster than structured data; this adds to
the challenge of governance.

Govern for Quality Content

• Requires partnerships between data stewards, data management
professionals, and records managers.
• High quality content improves competitive advantage and increases
organizational effectiveness

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Documents and Content Governance
Metrics
• Records Management

• E-discovery:
o Cost reduction is a common KPI

• ECM: Should be both tangible (e.g. increased productivity, cost reduction, improved information quality,
improved compliance) and intangible (e.g. improved collaboration, simplification of job routines and
workflows). Examples include:
o Program
o Operational
o Storage utilization
o Search retrieval performance
o Financial
o Customer
o Training
o Risk Mitigation

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Document and Content Management Jeopardy!

Essentials 1 Essentials 2 Activities Tools/Tech Other

$100 $100 $100 $100 $100

$200 $200 $200 $200 $200

$300 $300 $300 $300 $300

$400 $400 $400 $400 $400

$500 $500 $500 $500 $500

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Jeopardy - Essentials 1 $100
Answer:
The data and information inside the file, website, or document.

Question:
What is Content? (pg 307)

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Jeopardy - Essentials 1 $200
Answer:
The defined set of explicitly defined terms used to index, categorize, tag, sort, and
retrieve content through browsing and searching.

Question:
What is a controlled vocabulary? (pg 309)

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Jeopardy - Essentials 1 $300
Answer:
A naming structure containing a controlled vocabulary used for outlining topics and
enabling navigation and search systems.

Question:
What is a taxonomy? (pg 312)

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Jeopardy - Essentials 1 $400
Answer:
A type of taxonomy that represents a set of concepts and their relationships within a
domain.

Question:
What is an ontology? (pg 314)

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Jeopardy - Essentials 1 $500
Answer:
ARMA International published these to describe how business records should be
maintained.

Question:
What are Generally Acceptable Recordkeeping Principles? (pg 306)

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Jeopardy - Essentials 2 $100
Answer:
An electronic or paper object that contains instructions for tasks, requirements for
how and when to perform a task or function, and logs of task execution and
decisions.

Question:
What is a document? (pg 315)

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Jeopardy - Essentials 2 $200
Answer:
These provide evidence that actions were taken and decisions were made in keeping
with procedures; they can serve as evidence of the organization’s business activities
and regulatory compliance.

Question:
What are records? (pg 315)

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Jeopardy - Essentials 2 $300
Answer:
The pre-trial phase of a lawsuit where both parties request information from each
other to find facts for the case and to see how strong the arguments are on either
side.

Question:
What Discovery/e-Discovery? (pg 318)

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Jeopardy - Essentials 2 $400
Answer:
The process of creating structure for a body of information or content.

Question:
What Information Architecture? (pg 320)

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Jeopardy - Essentials 2 $500
Answer:
This describes a network of concepts and their relationships, enabling users to ask
questions of the information in a non-technical way.

Question:
What is a semantic model? (pg 321)

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Jeopardy - Activities $100
Answer:
This step in planning for lifecycle management should include the following:
• Content drivers (why content is needed by the org), creation, delivery/publication,
and governance
• Content requirements to drive tool selection (i.e. CMS)
• Current state and gap assessments
• Search-ability considerations

Question:
What is Develop a Content Strategy? (pg 324)

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Jeopardy - Activities $200
Answer:
This step in planning for lifecycle management should help people to understand
how they should behave with regard to:
• Social Media
• Device Access
• Handling Sensitive Data
• Responding to Litigation

Question:
What is Creating Content Handling Policies? (pg 324)

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Jeopardy - Activities $300
Answer:
This step in managing the document lifecycle includes the following considerations:
• Requires clear policies that document timeframes, when inactive documents can
be transferred to secondary storage, process for compliance, methods and
schedules
• Records managers or Information Owners provide oversight
• Non-value added information should be removed
• Many reasons why organizations don’t prioritize removal

Question:
What is Managing Retention and Disposal? (pg 328)

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Jeopardy - Activities $400
Answer:
This activity in managing the document lifecycle requires the following steps:
• Defining drivers and identifying stakeholders
• Gathering data on the process
• Reporting the outcomes
• Developing an action plan

Question:
What is Auditing Documents/Records? (pg 328, 329)

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Jeopardy - Activities $500
Answer:
This activity in publishing and delivering content considers the following:
• Once content has been described by metadata, tagged, and classified within
appropriate information architecture, it’s available for retrieval and use
• Profiles of users are often available to help find content
• Search engines can help find content based on keywords
• Some orgs have internal search tools

Question:
What is Providing Access, Search, and Retrieval? (pg329)

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Jeopardy – Tools Tech $100
Answer:
A platform of core components or a set of applications to systemically organize
documents, records, and content.

Question:
What is an Enterprise Content Management System? (pg 330)

New England Data Management Community

Jeopardy - Tools Tech $200
Answer:
This tool is used to track and store electronic documents and images of paper
documents. It may have components such as:
• Digital Asset Management (e.g. audio, video, music, digital photos)
• Image Processing (e.g. scanning, optical and intelligent character recognition, form
processing)
• Records Management System

Question:
What is a Document Management System? (pgs 330-332)

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Jeopardy - Tools Tech $300
Answer:
This tool enables the collection, storage, workflow, and management of documents
pertinent to team activities. Social networking enables individuals and teams to
share documents and content inside the team and to reach out to an external group
for input using blogs, wikis, RSS, and tagging.

Question:
What is a Collaboration tool? (pg 333)

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Jeopardy - Tools Tech $400
Answer:
Examples of this type of tool include:
• Metadata repositories, glossaries, or directories
• Enterprise and departmental thesauri
• Data models
• Taxonomies

Question:
What is a Controlled Vocabulary / Metadata tool? (pg 333)

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Jeopardy - Tools Tech $500
Answer:
This tool / technique involves a catalog of information systems. It describes the
systems and their uses, the information they contain, retention policies, and other
characteristics.

Question:
What is a Data Map? (pg 337)

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Jeopardy – Other $100
Answer:
This is a language for representing both structured and unstructured data and
information. It uses metadata to describe the content, structure, and business rules
of any document or database.

Question:
What is Extensible Markup Language (XML)? (pg 334)

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Jeopardy - Other $200
Answer:
The purpose of this is to identify areas where content management improvement is
needed and to determine how well-adapted the organization is to changing its
processes to meet these needs.

Question:
What is a Readiness / Risk Assessment? (pgs 338)

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Jeopardy - Other $300
Answer:
Along with GARP, ARMA International also has this which can help assess an
organization’s recordkeeping program and practices. It has 5 levels for each of the
GARP principles.

Question:
What is the Records Management Maturity Model? (pg 338)

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Jeopardy - Other $400
Answer:
Documents, records, and other unstructured content represent risk to an
organization. Managing this risk and getting value from this information both
require this.

Question:
What is an Information Governance Framework? (pg 340)

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Jeopardy - Other $500
Answer:
KPIs should be developed to measure both tangible and intangible benefits of ECM.
One of the following is an example of an intangible benefit:
• Increased productivity
• Cost reduction
• Improved collaboration
• Improved information quality

Question:
What is improved collaboration? (pg 344)

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STUDY GROUP MATERIALS
Study group presentations will be posted on CDMP Study Group page, on DAMA New England website, in the Schedule &
Agenda section.

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Q&A

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NEXT SESSION
Date Topic Facilitator
February 19th Chapter 1: Data Management Tony Mazzarella
March 4th Chapter 2: Data Handling Ethics Lynn Noel
March 18th Chapter 3: Data Governance Sandi Perillo-Simmons
April 1st Chapter 4: Data Architecture Laura Sebastian Coleman
April 15th Chapter 5: Data Modeling & Design Lynn Noel
April 29th Chapter 6: Data Storage & Operations Karen Sheridan
May 13th Chapter 7: Data Security Laura Sebastian-Coleman
May 27th Chapter 8: Data Integration & Interoperability Mary Early
June 10th Chapter 9: Document & Content Management Sandi Perillo-Simmons
June 24th Chapter 10: Reference & Master Data Mary Early
July 8th Chapter 11: Data Warehousing & Business Intelligence Tony Mazzarella
July 22nd Chapter 12: Metadata Management Karen Sheridan
August 5th Chapter 13: Data Quality Laura Sebastian-Coleman
August 19th Chapter 14: Big Data & Data Science Nupur Gandhi
September 2nd Chapter 15: Data Management Maturity Assessment Laura Sebastian-Coleman
September 16th Chapter 16: Data Management Organization & Role Expectations Agnes Vega
September 30th Chapter 17: Data Management & Organizational Change Management Tony Mazzarella
October 7th Final Review Tony Mazzarella

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HOMEWORK

What are some of the key processing steps that need to

be taken to ‘master’ data?

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