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Table of Contents
Introduction Section I — An overview of enterprise content management Document management Web content management Digital asset management Compliance Collaboration Document imaging Electronic discovery Report management Message archiving Section II — The pillars of enterprise content management Architecture Scalability Standards support Usability Globalization Security and access control Library services Business process management Unlimited content types XML and multi-channel delivery Content intelligence Enterprise application integrations Enterprise content integration Content capture Content transformation Records management Archive services Development environment Support and market presence Summary 2 3 4 5 6 7 9 10 11 12 13 14 15 16 18 19 20 21 22 24 25 26 27 28 30 31 32 33 34 36 36 38 39
As with any enterprise software purchase, purchasing enterprise content management (ECM) software represents a major commitment of resources—time, money, and staff. This guide has been created to help you make an informed purchase decision. The guide consists of two major sections: Section I — An overview of enterprise content management Provides the definitions of enterprise content management and its components—document management, web content management, digital asset management, compliance, collaboration, document imaging, electronic discovery, and report management. Read this section to get an understanding of what you can do with ECM. Section II — The pillars of enterprise content management Discusses the capabilities that provide the foundation-or pillars-of an ECM solution. Read this section to find help assessing your own ECM requirements and a framework for evaluating the strengths and weaknesses of competing solutions. This section also includes information explaining how EMC Documentum products address each of the pillars of content management to meet the challenges of ECM. When reading through this guide, it is helpful to keep the following in mind. Immediate business needs often drive the acquisition of enterprise software. However, when evaluating ECM solutions, remember that today's purchase should not only solve today's problems, but also those of tomorrow. 3
Section I — An overview of enterprise content management Enterprise content management—what is it?
An enterprise content management (ECM) system should be capable of managing all of the unstructured information-or content-in your enterprise. This information exists in many digital forms: text documents, spreadsheets, still images, audio and video files, computer-generated output, e-mail, and many other file types and formats. ECM helps you create new content with common desktop applications, such as Microsoft Word and easy-to-use content authoring templates, as well as capture and use existing content from a variety of sources. ECM then manages all this content and the content from other enterprise applications such as enterprise resource planning (ERP), customer relationship management (CRM), and enterprise portals. It adds intelligence by creating categorization schema, metadata, and tags that make search and retrieval faster and more efficient. ECM also manages the review, revision, and approval process for any piece of content according to user-defined business rules. Robust ECM solutions support an object model for content management—that is, they enable you to manage relationships between pieces of content, allowing one piece of content to have multiple identities depending on how it is used in various contexts and renditions. Combined with intelligent content, the object model approach lets you efficiently reuse and repurpose information. ECM also controls the publishing of content through multiple channels. For example, with an ECM solution, a single piece of content may be simultaneously: published to a website, broadcast as a fax, printed as a text document, and sent to a handheld wireless device. All of this functionality has one purpose—to leverage enterprise knowledge assets for competitive advantage. 4
Companies in highly regulated industries, such as pharmaceuticals, government, and financial services, have recognized for some time the need for precision content-control solutions. These companies rely on document management (DM) to provide verifiable compliance and to avoid fines and closures that could severely impact profitability and time to market. For these companies, it is imperative that content—such as standard operating procedures, material safety data sheets, or customer records—is carefully controlled to meet regulatory compliance and quality standards. But the value of DM extends to organizations in all sectors, providing a means to improve operational efficiency, speed time to market, eliminate duplicate efforts, and generally improve the bottom line. Most organizations share the need to control and distribute critical documents in a systematic fashion. With the rise of the Internet and e-commerce, the need for document control has grown dramatically across industries and government agencies. Key components of a document management solution Content creation—Integrates with industry standard authoring tools, such as Microsoft Word, Microsoft Excel, and Macromedia Dreamweaver Content capture—Converts paper documents to electronic images, ingests large volumes of computer-generated output and extracts the important information contained therein Version control—Enables tracking of major and minor document versions and renditions Document classification—Empowers users to tag and categorize metadata (data that describes a document) either manually or automatically, without human intervention Library services—Provides check in/check out capabilities and enforces user-specific data models, such as virtual document management or multi-language rendition management Workflow—Defines and automates business processes associated with creating and distributing documents Lifecycle management—Identifies and enforces document stages, such as reviewed, approved, published, archived, and retired Attribute-based and full-text searching—Lets users navigate large sets of information without knowing how that information is organized or stored Native XML authoring and management—Separates content from presentation layout, thereby simplifying content authoring and publishing, promoting content consistency, and enabling content reuse and repurposing Content transformation—Creates renditions in other formats such as PDF and HTML for delivery to any channel or device Open APIs—Enables faster integration with legacy systems and leading business-critical applications Standards-compliant architecture—Supports XML to create an optimum development environment Unlimited scalability—Manages billions of information objects Global platform—Accommodates local language, culture, and currency
LDAP, SSL, and digital certificate support—Supports these essential features for electronic submissions and secure e-commerce User-based and control-based security—Controls how documents are reviewed, modified, approved, and published Annotations—Enables users to review, mark up, and approve content as part of familiar business processes Controlled printing—Enables management of auditing and tracking—that is, who can print what and where that content is printed Access control lists—Creates permission sets for defined groups and facilitates collaboration outside the firewall Virtual documents—Enables multiple content objects to be organized, assembled, and published as a single structure Portal access—Provides a way for users to create, locate, review, revise, and manage all types of content without leaving their familiar portal environments or learning a new application
Web content management
Your website or portal is much more than a company storefront or static digital brochure. It's a critical tool for interacting with customers, prospects, partners, suppliers, and employees. It's how prospects learn about your company and your business. It's how partners learn about your products and services. It enables your employees to be more efficient and effective in their everyday work. Deriving maximum value from your website or portal requires a web content management (WCM) system capable of delivering dynamic, highly-personalized, multilingual content to individual customers, partners, and suppliers around the world. WCM solutions automate the complex process of creating, managing, and publishing content to websites, portals, and web applications in multiple languages and locales and for diverse audiences. A WCM solution should empower non-technical users to create, manage, and publish their own web content without the need to understand the complexities of technologies such as HTML or XML. An effective WCM solution eliminates the web team bottleneck and allows this group to streamline the entire web production process. Key components of a web content management solution Integrated support for desktop authoring and third-party web and XML environments—Enables business owners to develop content using familiar tools such as Microsoft Office, Macromedia Dreamweaver, Adobe Photoshop, Ektron eWebEditPro, Blast Radius XMetaL, and Arbortext Epic XML template-based or portal-based contribution for non-technical users—Separates content from content presentation and enables fill-in-the-blanks authoring from templates or from within popular portal environments, making it easy for all users to contribute content to the Web Advanced globalization and multilingual management—Provides support for users to work in localized clients and enables management of translations and delivery of content to multiple, global sites
Browser-based website administration—Provides a cost-effective and efficient way for developing, deploying, and administering multiple sites, leveraging common content throughout Built-in workflow and lifecycle management—Provides the right level of automation to sustain and support business processes Integrated support for all content types—Lowers the total cost of ownership by eliminating the need to buy separate systems to support web content, XML, and rich media (graphics, audio, video) Automated tagging, categorization and classification of content—Automatically tags content metadata based on industry-specific and company-specific taxonomies Site editions and rollback—Ensures absolute site integrity Robust API and support for J2EE development—Enables customization based on your specific business application needs Automated conversion to HTML and PDF—Automatically renders content in these or other formats Scalable platform—Supports websites and portals that receive millions of hits daily Native, standards-based integrations—Supports industry-leading web servers, application servers, personalization servers, portals, directories, and databases Secure delivery and distribution—Supports web server farms, e-mail addresses, syndicated sites, partners, and customers Powerful, integrated search capabilities—Makes users much more efficient Dynamic page creation and assembly—Keeps your site fresh and engaging Portlet creation—Provides tools for developers to tailor the portal experience to a specific customer's needs Support for established and emerging industry standards—Ensures that your WCM investment is future-proof with support for standards such as Java, J2EE, XML, XSL, WebDAV, ODBC, JDBC, FTP, and more
Digital asset management
Efficiently managing graphics files, photos, presentations, design layouts, streaming audio and video, and other rich-media assets requires different capabilities than managing traditional documents. Designed specifically to manage digital assets, digital asset management (DAM) software applications have innovative and specialized methods of storing, organizing, distributing, and tracking digital media across multiple delivery channels. They give businesses the ability to leverage digital content efficiently along the supply chain through production, post-production, and distribution processes. By streamlining and unifying management of all multimedia and image-rich content, DAM solutions can provide you with powerful capabilities to more efficiently promote products and services, educate employees, and establish global brand recognition.
Key components of a digital asset management solution Integration with popular creative tools—Gives users the ability to access, check in, and check out content directly within desktop applications, including multimedia and design tools, thus streamlining the whole creation process Asset ingestion—Stores, registers, and indexes any digital media asset in a repository Multi-format support—Provides a content sensitive environment designed to handle each form of media (layout, document, image, audio, video, animation, presentation), making it extremely easy to use Multi-platform support—Accommodates all types of users in both Macintosh and PC environment Asset analysis—Indexes each asset as it enters the repository and extracts media-specific properties for precision searching Asset identification—Uses metadata and asset proxies (thumbnails, storyboards, down-sampled audio, and other low resolution versions of the primary asset) to quickly locate and identify digital assets Asset security—Provides a multi-level security model that can be applied to assets, individual users, and user groups Compound document support—Allows individual components within a compound document—for example, within a magazine layout—to be edited, versioned, or routed through workflow, independent of the compound document yet maintaining the original structure Batch-mode capture—Easily captures, imports, or moves large numbers of files into a repository Mark-up capability—Incorporates lightweight asset markup and collaboration capabilities through the content production process Streaming audio/video—Integrates with popular streaming servers, enabling users to view streamed media without waiting for long file downloads Rendition management—Manages related files in multiple formats as a single object, facilitating search, reuse, and tracking Transformation—Provides standard, server-side media transformations such as format conversions, resizing, and cropping, in both an on-demand and automated fashion Version control—Enables tracking of major and minor versions of digital asset files Workflow—Defines and automates business processes associated with creating and distributing rich media assets Thumbnails—Enables viewing of low-resolution images for a visual snapshot of content objects or search results Storyboarding—Allows viewing of a page-by-page thumbnail representation of content in its entirety without having to export the actual file
Compliance has become a hot-button issue for companies and organizations in every industry. Not so long ago compliance primarily concerned a small number of organizations operating in highly regulated environments such as pharmaceuticals, aerospace, and government. Today, with the increased focus and sensitivity toward financial and publicly disclosed documents, every organization, regardless of industry, must be concerned with compliance in regard to their own business practices as well as the policies set by industry and regulatory agencies. With investors and government agencies wary of any irregularity, companies need to project absolute confidence in the accuracy of any document they create or publish. An ECM solution can help businesses achieve that confidence through control of guidelines and procedures as they relate to content. Compliance capabilities enable organizations to automate, control, and audit their business processes—from the moment content is created to the point it is published or eventually turned into a record and archived. An ECM solution that is designed for compliance allows any organization to: • Meet its interpretation of regulatory and industry compliance guidelines, such as 21-CFR-Part 11, SEC 17a4, DoD 5015.2, and HIPAA in the United States; international standards such as ISO 15489; and country-specific guidelines for good manufacturing practices, securities regulation and information privacy • Automate business processes to manage documents through a controlled lifecycle that includes retention, records management, and archiving • Configure audit trails so that on-going compliance can be verified and proven • Use digital signatures and encryption for enforced security Key components of a compliance solution Retention management—Automatically applies and enforces content retention and disposition guidelines, such as policies, holds, and expiration notifications Records management—Enables the management of business-related content that, based on predefined business rules embodied in a corporate file plan, must be retained without alteration over time for administrative, regulatory, or legal requirements Logging and auditing—Allows organization to track which files were accessed by whom, how the files were used, whether they were printed or e-mailed, and more User authentication—Provides a mechanism for verifying user identification, typically through user name and password, but may involve more elaborate means of identification, such as smart cards or biometrics Flexible and secure access control—Goes beyond simple read/write access to enable more careful control over content—for example, authorizing no access, browse, read, relate, version, write, and delete capabilities Strong security—Delivers on a key requirement for compliance, especially when information is accessed over public networks such as the Internet Secure and trusted storage—Leverages compliant storage systems (such as content-addressed storage) that can further assure the immutability and authenticity of content
Web-based collaboration tools are fast becoming the preferred way for knowledge workers to communicate, coordinate, and collaborate with each other. These tools provide a dynamic and flexible environment for bringing people together, allowing them to focus on a complex goal, deliverable, or outcome. Integrating ECM with collaboration enables teams to work dynamically toward a common goal while capturing, storing, and archiving the content that is produced during collaborative processes. A single solution integrating these two key technologies allows distributed teams to more effectively plan, strategize, make decisions, and build consensus as they design new products, coordinate their supply chain, engage clients, and work on other key business initiatives. And because the content is stored in an ECM repository, it's available to the entire enterprise. Individuals outside the project team can also be granted access to search for, reference, reuse, or publish this information, eliminating redundant work while leveraging best business practices. With a unified and integrated enterprise platform that enables best-of-class collaboration and content management, companies will realize a greater return on investment from both technologies, deriving benefits through increased productivity, cost savings, and faster time to market. Key components of a collaboration solution Real-time information exchange—Supports chat rooms, discussion threads, virtual meetings, application and desktop sharing, and white boarding Content sharing—Allows users to access shared documents, illustrations, photographs, presentations, animation, video, and other content from a variety of sources Project-based tools—Provides tools, such as calendars and automatic e-mail alerts, in shared workspaces to support project teams and manage the complexity of project activity Inter-enterprise workflow—Enables contributors from any organization anywhere in the world to participate seamlessly in collaborative projects Virtual teams—Provides a workspace for ad hoc assemblies of contributors across disparate functional departments, organizations, geographies, and time zones Integration with ECM platform—Leverages core ECM functionality, such as centralized repositories, workflows, and library services Robust security features—Provides secure workspaces for collaboration and the ability to invoke SSL encryption, support for digital certificates, and other security features
Any organization that processes a large volume of paper documents faces a common business challenge. The more people and functions that need access to the same information, the greater the chance of error and inefficiency. Each manual error increases the likelihood of regulatory action and litigation. Procedural bottlenecks negatively impact the customer experience and contribute to lower productivity and higher operational expense. An ECM-based document imaging solution transforms paper documents into digital images and metadata that can be leveraged in key business processes. It provides capture, processing, records management, and archival capabilities. ECM-based document imaging helps customers: decrease the amount of paper to be printed, copied, handled, marked up, and saved; increase the efficiency and accuracy of index information (data about the data); significantly reduce the incidence of lost paperwork; support compliance improvement efforts by more centrally managing capture, access, and storage of both data and documents; and provide faster processing time by automating business processes. Key components of a document imaging solution Capture—Accepts all types of physical and electronic information, including paper, faxed information, reports, document batches, XML transactions and forms Index—Automatically indexes and classifies information based on optical character recognition (OCR), optical mark recognition (OMR), intelligent mark recognition (IMR), or barcoding, and performs ad hoc or batch manual indexing Advanced classification—Determines what a content item is about, thus enabling automatic metadata tagging, faster search and retrieval, and enforcement of retention policies Electronic forms—Reduces dependence on paper-based procedures by automating and managing electronic forms-driven business processes Content management services—Extends the value of information by applying workflow, versioning, transformation, and lifecycle services that improve operational effectiveness and promote compliance Unlimited scalability—Scales to manage billions of information objects High availability—Reduces and eliminates the impact of interruption in system availability User-based and role-based security—Controls how documents are reviewed, modified, approved, and published Caching—Enables rapid response and optimal user experience even in branch offices that may be affected by poor network latency Business process management—Defines, models, and manages business processes—from loosely structured collaborative activities to highly structured, high-volume transactional procedures that require sophisticated work queue processing—consistently and reliably across multiple organizations, systems, and applications Records management—Automatically applies and enforces content retention and disposition guidelines, such as policies, holds, and expiration notifications
Today, business transactions are commonly conducted using e-mail, instant and text messaging, and other forms of electronic communication to reach partners, suppliers, and customers. And external data sources and Internet search engines are used to identify new opportunities and competitive threats. With these practices, and the electronic information exchanged and stored, come the risk of litigation and the cost of regulatory compliance. Business information existing in electronic form is an integral ingredient in the mix of information that can be regarded by courts as evidence. Being unprepared for electronic discovery can be disastrous, resulting in thousands of hours of employee labor and millions of dollars in consulting and legal fees. It is vital to develop, enforce, and review electronic discovery policies based on technologies that protect, audit, and produce information on demand. This allows you to defend your organization during litigation—and support strategic business goals through cost-effective management of critical business information. An EMC-based e-discovery solution helps customers establish policies and capabilities for efficiently accessing secure archives without burdening the organization with excessive cost. Note, however, that establishing policies in writing is an important manual activity that must be undertaken before technology is applied. Key components of an e-discovery solution Policy establishment—Establishes policies against destroying or altering data potentially relevant to discovery motions or after discovery or litigation starts Retention management—Applies and enforces automatic, uniform content retention and disposition guidelines such as holds and expiration notifications to electronic content Storage optimization—Allows users to define and automate content storage policies that reduce cost and lower retrieval time, such as compression, elimination of duplications, and assignment to the appropriate storage medium based on the content's value Efficient multi-repository search in all formats—Assimilates content from all internal and external sources, regardless of format (including e-mail and instant messages), then enables customers to logically and easily search and organize that content Content transformation—Creates renditions and portable formats (for example from from Microsoft Word to HTML or PDF) for delivery to outside parties Secure, tamper-proof archive—Aligns information authenticity to rules of evidentiary weight and allows the organization to track which files were accessed by whom, how the files were used, and whether and how they were distributed
Managing the large volume of enterprise reports generated by today's line-of-business systems poses a significant challenge for most organizations. Reports in the form of billing statements, invoices, inventory lists, and budget analyses can be thousands of pages long, creating obstacles for efficient archiving, retrieval, and delivery. Historically, organizations have relied on microfiche or expensive Computer Output to Laser Disk (COLD) systems to capture and archive this content, resulting in disjointed silos of vital enterprise information. Integrating ECM with report management allows customers to transform these information streams into documents and data that can be rapidly accessed to drive greater efficiency and improve responsiveness to customer requests. In addition, reports are stored efficiently, maintained in a secure environment, and archived in compliance with industry regulations. Key components of a report management solution Capture and conversion—Accepts all types of report input produced by business systems in all major print stream formats, including AFP, ASCII, EBCDIC, IBM FBA, Metacode/DJDE, PCL, PDF, Postscript, TIFF, and XML data files High-volume ingestion—Processes high volumes of print stream input simultaneously from multiple business systems Enterprise scalability—Manages billions of documents and terabytes of report data in the most demanding environments Indexing—Intelligently recognizes the report type and identifies, locates, and extracts (indexes) all critical data elements, storing such data in a format that enables reuse and repurposing across the widest possible range of applications Standards-compliant archives—Transforms enterprise reports into ISO-standard PDF/A (PDF format for long term preservation) digital archives, ensuring archive integrity and long-term accessibility Widespread yet secure access—Makes reports immediately available to authorized users across the enterprise through web browsers Content management services—Extends the value of report archives beyond static COLD storage by applying workflow, collaboration, lifecycle, and retention policy and records management services that improve operational effectiveness and promote compliance Migration—Supports the conversion of existing archives from proprietary formats to a PDF/A compliant standard, eliminates the need for multiple legacy storage systems, increases the footprint of content availability, and introduces new applications to a sizable repository of back-file archives
As electronic messaging use has increased over time, today's global enterprises need to: • Preserve e-mail and instant messages that may be required during litigation or regulatory investigation • Validate e-mail compliance with regulations or internal policy • Save e-mail for corporate record keeping Further, because message archives contain knowledge that is valuable to the business, this information must be accessible and employees must be able to locate, manage, and organize it. At the same time, making e-mail and other electronic content more accessible can open a company to increased scrutiny and risk that can lead to sanctions and fines. To address these challenges, companies have often created multiple processes and repositories for storing and managing e-mail-a situation that is driving up storage and administrative costs. The right solution must address these problems and tackle them on a global scale. Integrating message archives with ECM moves e-mail and instant messages from the messaging environment to a centrally managed, secure archive. It offloads messaging systems, lowers e-mail management costs, and allows organizations to manage messages along with other electronic content and use this information as business intelligence for strategic advantage. In addition, message validation and auditable chain of custody capabilities can be used to prove that all messages have been captured in a complete, authentic archive for assured e-mail compliance. Key components of message archiving solution Enterprise-class scalability and availability—Ingests and stores billions of messages generated by large organizations and distributes workload across a pool of resources for load balancing Messaging infrastructure support—Collects messages from Microsoft Exchange and Lotus Domino environments as well as Bloomberg and instant message services, consolidating them into a single, searchable repository Message capture and verification—Captures messages automatically and monitors each step of the process to ensure that a message is committed to the archive before deleting the message from the e-mail server Globally-deployable—Supports capture, search, retrieval and restoration of e-mail messages in multiple languages, including English, French, Italian, German, Spanish, Polish, Czech and Japanese Single-instance storage—Breaks messages with large attachments into multiple objects and de-duplicates messages and identical attachments from multiple messages so that storage usage can be optimized Classification and retention—Assigns messages to categories based on policies that match business objectives for compliance Personal folder archiving—Finds and ingests PST and NSF files in central repository for easy search during legal discovery Search and export—Enables message search using metadata such as sender, recipient, and date ranges and exports results to a PST or NSF file
Section II — The pillars of enterprise content management
Though you may be evaluating enterprise content management for a variety of applications, there is generally only one driver for ECM—the strategic necessity of using enterprise knowledge assets for competitive advantage. Whether you have a consumer website or corporate portal, a supply chain management application or partner trading exchange, you realize that content-structured and unstructured information is either the key to greater business efficiency and larger operating margins or the bottleneck that prevents them. You also realize that no departmental solution can possibly keep pace with the rapid growth of enterprise content. Organizations with only departmental solutions end up with isolated silos of content that can't communicate, much less exchange information. An enterprise solution is in order—even if you can only start by implementing it in a single department. There are some basic capabilities you should expect from an ECM system. These form the necessary foundation, or pillars, of a content management solution. These pillars, listed in the chart below, do not represent every feature and function that an ECM system can possess. But without them, a content management system will probably not be scalable enough, robust enough, or secure enough to deliver trusted and relevant content to your customers, partners, suppliers, and employees.
Globalization Business Process Management Content Intelligence
Security & Access Control
Library Services XML and Multi-Channel Delivery
Unlimited Content Types Enterprise Application Integrations Content Transformation
Enterprise Content Integration Content Capture
Support and Market Presence
Architecture—it pays to be demanding The single most important aspect of any ECM system is the underlying architecture. With the right architecture, you will be able to deploy your system to serve millions of Web users, maximize network performance, support global operations, and meet your organization's structural and functional requirements. Without the right architecture, your ECM solution will be doomed to a lifetime of expensive custom retrofits, patchwork fixes, and less than satisfactory performance. In other words, it pays to be demanding about architecture. EMC Documentum and the power of unification The architecture of the EMC Documentum® enterprise content management platform, which has been honed over the last decade, was initially built on the experience of the founders of EMC Documentum who had been key engineering executives at a leading relational database management software (RDBMS) company. They understood enterprise software and the importance of architecture. That's why, at the core of the Documentum architecture, they designed a repository capable of handling 256 penta-objects (256 x 1015 objects)—well above the threshold of even the largest enterprise content archives. They also discovered the power of unification. EMC Documentum 5 is the industry's first truly unified enterprise content management platform, providing the first real “information infrastructure.” A unified platform enables EMC Documentum to deliver a comprehensive set of services that can be combined in a seemingly endless array to meet whatever content management challenges you face. By starting with a unified platform and simply selecting the services most relevant to your needs, you can quickly build or deploy a wide range of solutions for web content management, corporate portals, regulatory compliance, collaboration, digital asset management, document management, and more. With a unified platform, you also benefit from the flexibility and economy of a single release cycle, a common code base for all content types, a common security model, and so on. Architectural flexibility with the EMC Documentum Content Server The Documentum repository is delivered through the EMC Documentum Content Server, which implements a rich set of content workflow and content lifecycle services for managing content within and between distributed enterprises. The Content Server is at the heart of all Documentum content management solutions, from document management to collaboration, and supports deployment flexibility with numerous system-level architecture options important for any enterprise. Multi-server repository—The Documentum Content Server can handle several repositories at a time, but in situations with high performance requirements, companies often deploy one large central repository with a number of servers handling all content requests. This configuration enhances performance by locating a server close to the user or application originating the request to process user requests. Distributed repository and caching services—In an enterprise with teams located in widely dispersed geographies, a single central content repository may not always represent the best solution. Because of network latency, users in remote geographies could experience less-than-optimal system performance. To address this issue, the Documentum platform provides the capability to deploy a distributed repository in which request processing can be conducted locally and content can be stored in a local repository. A complementary and compatible alternative is to bring content close to end users by locating content caches in branch offices, enabling fast content transfer. The cache is updated based on usage and is aware of changes in the central repository.
Content replication—In some cases, a distributed repository does not provide sufficient performance for global work environments. Replication can increase performance by maintaining consistency between remote repositories, thus eliminating network latency caused by distance between users and repositories. To give customers the most flexibility, the Documentum platform provides both types of replication: object replication (in which the system replicates both the content asset and its metadata), and content replication (in which only the content assets get replicated while the metadata remains in a central repository). Since the size of the metadata transmitted is many times smaller than the size of the content assets, the latter option enables users to collaborate on content assets globally with little or no degradation in performance.
As you evaluate ECM solutions, insist that potential vendors demonstrate the flexibility and scalability of their architecture. More than any other content management component, system architecture is almost impossible to “fix” once it's found to be inadequate. As EMC Documentum founder Howard Shao says, “Architecture cannot be an afterthought.”
Federated management—Federated repositories are separate repositories that act as a single entity-a federation-to enable users to search and access content distributed across them. Using a federated approach enables system management to be efficiently delegated to local administrators. For instance, administrators at remote locations can maintain content responsibilities and access privileges for their local users and user groups. Because the distributed system acts as a single entity, users don't need to be defined on each system separately. Documentum architecture options can be combined and altered to provide the right solution for your content management needs today and a future-proof migration path for tomorrow. Unsurpassed system availability Designed with business availability in mind, the Documentum architecture enables you to reduce and eliminate the impact of any interruption in system availability, no matter what the cause. More importantly, this architecture allows you to deploy solutions that can prevent any loss of system availability. The EMC Documentum business availability approach allows you to choose the appropriate level of system availability to meet your requirements and the investment you're willing to make for it. These levels range from regular backups and recovery of data to clustering. Every component of the Documentum architecture can be executed in a cluster, providing the highest level of availability as well as higher performance due to load balancing. Find it fast! Not knowing what your organization knows has become a major barrier to conducting business, retaining customers, and avoiding risks. Industry studies show that enterprises that employ 1,000 knowledge workers typically waste $2.5 to $3.5 million each year due to their inability to locate and retrieve information. With EMC Documentum technology, you have built-in, full-featured search functionality, providing you with fast access to information. You can locate content stored in any content source within and even outside the enterprise, including content management systems, file servers, enterprise applications, intranets, and Internet sites.
Needed: room to grow Whether you're considering ECM to manage contracts or cases, financial reports or employee records, portal or website content, you can be certain of one thing: the amount of content you need to manage will increase. Industry analysts suggest the volume of enterprise content will grow at a rate of more than 200% annually. For that reason alone, it's obvious that scalability is a critical issue when evaluating ECM solutions. But growth in sheer content volume is not the only significant factor that can affect ECM performance. You may start out with a 100-user system with a single group publishing content to a website. But as you empower contributors across all functional areas of your organization and extend access to suppliers and partners, user demand grows rapidly. Similarly, the richer and more targeted the content on your websites, the greater site traffic will be. There's no substitute for architecture The major factor affecting the degree of scalability of any ECM solution is its architecture. To be able to support the information explosion and the future growth of your business, you need a system that is designed to accommodate nearly unlimited growth. Many users discover the importance of scalability the hard way—after their needs grow and the system they've deployed fails to keep up. True scalability cannot be added to an ECM solution. It is essential to the platform on which features are built and extended, and it must be there from the beginning.
Scalability can rarely be added after the fact. Make sure your ECM solution is built to keep scaling to meet all foreseeable user and content demands—and then some.
EMC Documentum—the most scalable solution available As discussed in the earlier section on architecture, the EMC Documentum platform is the most scalable ECM solution on the market. The founders of EMC Documentum understood enterprise software and the importance of architecture and scalability. Many EMC Documentum customers have repositories with billions of objects and hundreds of terabytes of data. The Documentum platform can easily and efficiently handle web content management applications with high volumes of users or hundreds of thousands of XML components. And it has no problem managing large rich media and other digital asset files. The object-oriented architecture of the Documentum repository enables it to handle any type of content in virtually unlimited quantities. The architecture of the Documentum platform also supports both vertical and horizontal scalability. Horizontal scalability—Each tier of the Documentum platform scales across multiple servers, allowing customers to effectively build and grow highly available, low-cost systems with excellent performance. Transparent load balancing at each tier helps to provide uniform resource consumption and continuous operation for high availability. Vertical scalability—Documentum software scales up high-performance servers, facilitating data center consolidation and significantly reducing the cost of managing large production environments. The partitioning and load balancing used in multi-server environments is also effective when scaling within a large symmetric multiprocessing (SMP) host.
The importance of standards When you're implementing an ECM system, there will always be risks—the technology may not perform as promised or the vendor may be unstable. But after purchase, the biggest risk by far surrounds deployment and integration. Existing technology infrastructure, such as legacy systems and in-place enterprise applications, including customer relationship management (CRM) or business intelligence (BI) software, can dramatically increase the complexity of deployment and integration. As a result, your costs can skyrocket. Mitigating this risk should be high on your list of priorities when selecting an ECM solution. How do you mitigate risk? The answer is simple—stick to industry standards. Standards protect enterprise investment, promote innovation within the industry, and make it easier for vendors to support the products they sell. If a content management solution is not standards-based, if it relies on a proprietary programming language or stores content in non-standard file formats, it subjects the potential user to two risks. First, initial deployment and integration may require substantial custom programming to work around inherent incompatibilities with existing technologies. Second, any future technology decision will be impacted by the need to accommodate a proprietary solution. The ECM market is maturing and standards have evolved that the majority of enterprise software companies and their partners adhere to. Many of these standards are de facto rather than de jure but, nevertheless, they have gained broad acceptance. As a result, their use eases integration and speeds deployment.
To ease integration issues and speed deployment, be sure your ECM solution has broad support for current industry standards as well as a commitment to future standards.
EMC Documentum—committed to standards From end to end, the EMC Documentum platform has been designed and built as a completely open and standards-based solution.The Documentum platform integrates support for the following standards and widely used programming languages in its core architecture: J2EE, Java, EJB, XML, XSLT, DOM, COM, SAX2, DTD, VB, ODMA, WebDAV, WfMC, ICE, FTP, HTTP, and HTML. An open system, it allows application access to Documentum content services using standard APIs and protocols such as FTP, WebDAV, ODBC, JDBC, and Web services. EMC Documentum Content Distribution Services also provides a set of content delivery services that securely syndicate content to partners and affiliates, enabling the subscription to and publication of content based on ICE, HTTP, and FTP protocol. In addition, EMC Documentum actively participates in standards-setting bodies such as the Workflow Management Coalition (WfMC) and XML.org. These organizations promote the development and acceptance of uniform standards and provide a forum for industry members to address relevant technology issues. For example, EMC Documentum is a founding member of XML.org, an industry portal operated by the Organization for the Advancement of Structured Information Standards (OASIS). XML.org provides accurate, timely information about the application of XML in industrial and commercial settings, and serves as a reference archive for XML specifications such as vocabularies, DTDs, schemas, and namespaces. EMC Documentum not only adheres to industry standards and participates in standards-setting organizations, but its ECM platform has one of the most open and published APIs of any ECM vendor, making rapid integration with enterprise applications a reality. By adhering rigorously to open standards, the Documentum platform enables seamless integration with existing IT infrastructures, enterprise systems, authoring applications, and development tools, providing you with maximum return on investment. 19
A non-negotiable Your organization likely has a heterogeneous population of potential system users—from IT personnel and developers to non-technical staff in many functional departments. Your content management solution must address the needs and provide the right interface for each constituency. Without users, no ECM solution can deliver its promised benefits.
Usability is the lynchpin that connects the ECM system to the enterprise. Make sure your ECM solution makes the connection with the entire range of business and technical users.
EMC Documentum—providing the right interface for every user EMC Documentum applications and interfaces are designed to meet the needs of specific sets of users. • EMC Documentum Webtop provides users with the point-and-click navigational ease of a web interface based on J2EE architecture. Business users access content using check-in and check-out mechanisms that promote content integrity. In addition, thanks to tight integration with the Microsoft Office suite of applications, users can interact with the repository using functions available in the dropdown menus of Word, Excel, and other Microsoft applications. System administrators can easily and quickly deploy Webtop through an enterprise user community while maintaining access security. • EMC Documentum Client for Outlook (DCO) provides best-in-class document management functionality within the Microsoft Office Outlook client. Predefined configurations make it easy to deploy the right level of content management functionality to each user. And by blending the convenience of the Microsoft Outlook interface with the power of Documentum enterprise content management, the Documentum Client for Outlook delivers immediate productivity gains for employees already familiar with Microsoft Outlook. • EMC Documentum Collaborative Edition (DCE) supports teams focused on content-based business processes. DCE adds intuitive collaboration tools and a secure, virtual workplace (or rooms) for companies already familiar with Documentum web-based clients. And because DCE shares the platform's robust and flexible architecture, all collaborative components—such as discussions, notes, rooms, and rich text fields—are available throughout the Documentum repository. DCE allows you to use the enterprise repository as a place to do work, not just a place to put work. • EMC Documentum Digital Asset Manager provides a workplace for digital content creators and users to easily find, manipulate, and repurpose all types of digital content. Digital Asset Manager extends content management functionality by providing enhanced capabilities for handling rich media in a PC or Macintosh environment. Digital Asset Manager also provides tight integrations with creative design and authoring tools, such as Adobe Photoshop, for direct access and contribution of content, that eliminate adoption barriers for creative users, such as graphic designers, illustrators, layout and production artists, and video editors. • EMC Documentum Web Publisher gives business users an efficient, browser-based tool for creating web content. Contribution templates enable non-technical content authors to submit content to any website, intranet, or extranet. An advanced edition also provides administration capabilities and rich media services.
• EMC Documentum Portlets allows companies to easily incorporate content management services in an enterprise portal. Users gain access to a secure Documentum content repository and leverage powerful Documentum ECM tools and processes from within a single, easy-to-use, corporate-branded portal. • EMC Documentum Administrator provides power users with a full-featured interface to the content repository. Depending on a user's security profile, the Documentum Administrator can authorize full control of key library services. These services include creating workflows, assigning business process rules, managing relationships between content objects, and handling transformations from one content type to another. In addition, to meet your organization's unique technical or business needs, the flexible EMC Documentum Application Programming Interface (API) and Web Development Kit (WDK) enable the customization of any or all of the Documentum clients. Furthermore, a large number of third-party products, which focus on specific content management dimensions such as creation, capture, management, delivery, and archiving, are integrated with the Documentum repository. In fact, there is virtually no standards-based enterprise application or development tool that cannot be used with the Documentum platform.
English alone is not enough Today organizations frequently look beyond their geographic borders for new markets. Obviously, the Internet is emerging as the pre-eminent vehicle to reach those markets. According to industry analysts, although today the Web is predominantly an English language medium, 70 percent of all Web users speak little or no English. In fact, of those for whom English is not native but who speak it passably or well, 80 percent still prefer to transact business in their native tongue. Clearly, organizations that adopt an English-only approach are ignoring, and perhaps insulting, a significant number of potential customers. Interaction, persistency, and transaction rates all increase significantly when non-English speaking users have content in their native language. If your business has global aspirations, it makes sense to present your products and services with multilingual content. Unfortunately, the majority of content management systems have not been adequately designed with globalization in mind.
If your organization is or hopes to be global, take time to consider whether potential ECM solutions can adequately address the complexity of doing business in an international environment where language, culture, and regulatory requirements may differ substantially from country to country.
EMC Documentum—managing content for global organizations Since EMC Documentum serves so many global organizations, the challenges of globalization have been driving the company's product development efforts for quite some time. One of the key requirements of a globalized content management system is a repository that can store and manage multilingual content. The Documentum content repository is Unicode-compliant, using the universal transformation format-8 (UTF-8), which means it can support single-byte languages such as English, French, and Italian, and double-byte languages like Korean and Kanji.
The Documentum platform also enables multilingual rendition management. This unique feature provides the ability to manage relationships between objects as well as to manage multilingual renditions whereby changes to base content are intelligently linked to versions in different languages. Changes to base content can initiate a decision to update or translate related versions. To accommodate local language and culture, EMC Documentum Business Process Services also extends workflow capabilities to third-party translators and content providers. This provides an efficient and effective way for organizations to manage their translators and translated content as part of an overall business process and workflow, not as an isolated, costly event. Built-in “language packs” in the Documentum platform provide user interfaces in French, German, Spanish, Italian, Kanji, and Korean. With language packs, customers can make any number of languages available within the same installation, providing the flexibility to install the exact choice and combinations of languages they wish, while saving computer memory and minimizing download time. Without adequate content management support, publishing and supporting websites in multiple languages often results in obsolete content, embarrassing translations, and time-consuming manual updates. The Documentum platform automates the publishing process using sets of business rules for each website called locale fallback rules. These rules determine which content is deployed and help to ensure that only appropriate content is presented. The fallback rules are locale-dependent and reflect the language and culture of the region. For example, using the Documentum platform, a company's Japanese website may share common translated content with its English counterpart as well as specific localized content. Shared content is automatically synchronized-all sites, regardless of language, have the most up-to-date version. Localized content will have its own lifecycle and business rules. If the relevance of localized content expires, fallback rules ensure it can be replaced automatically with properly translated generic content.
Security and Access Control
The security—access paradox Leveraging knowledge assets requires an unrestricted flow of information. One of the great benefits of content management systems is that they enable and control that flow. But what about security? This is the paradox facing content management. How do you enable wider access to your content yet protect it from unauthorized access? How do you accelerate the flow of information without putting your information assets at risk?
EMC Documentum delivers business process management that is powerful, flexible, and easy to use, resulting in genuine operational benefits throughout your business.
The answer is an ECM solution that provides security in multiple forms, throughout the entire content lifecycle. Content must be secure when it is in the repository, when it is being checked in and out, when it is being staged and published to various channels, when it is being exchanged with partners, when it is being archived, and so on.
EMC Documentum—keeping your content secure at all times Security does not need to be complicated to be effective. The Documentum security model is easy to apply and is implemented using the operating system's password control mechanism, which simplifies password administration and aging. The Documentum platform employs a combination of user-based and role-based access control, as well as basic and extended permissions to determine who has “right of entry” to content and what actions can be taken with it. Every piece of content is governed by an access control list (ACL). ACLs determine right of entry and can be set up to screen by individual user or by role. For example, for a specific file or group of files, an ACL can be set up that allows access only to vice presidents and higher ranking individuals. ACLs can be applied manually or automatically when content is created. Once access is defined, the Documentum platform applies permissions. Permissions define what actions a user can take with any content object or group of objects. There are seven basic levels of permission: None Browse Read Relate Version Write Delete User cannot see object contents or attributes User can see object but not open it User can open object in read-only state User can annotate object User can create a new version of object User can change current version of object User has full access to object, including the ability to remove it from the repository
Extended permissions, usually defined by a system administrator, include: change location, change date, change permission, and change owner. The Documentum platform also supports light directory access protocol (LDAP), secure sockets layer (SSL), digital certificates, and electronic signatures, which are often required to meet regulatory requirements. Security can be enhanced even further by extending user authentication to biometrics, public key infrastructure (PKI), single sign-on, or multi-factor authentication. Additional optional security features include an encrypted repository, mandatory access control, and digital shredding. If your organization demands the strictest levels of information security, look no further! The EMC Documentum platform is the only off-the-shelf system that meets the rigorous Common Criteria Certification standards (set by the National Institute of Standards and Technology and the National Security Agency) at the Evaluation Assurance Level 2 (EAL2).
Basic, but absolutely essential, functionality From an everyday use perspective, library services are at the core of what an ECM solution actually does with your content. Wherever your content is published (on a trading exchange, website or intranet, or to a handheld device) and in whatever form (hard copy, web page, CD-ROM or multi-media presentation), library services are required if you want to manage, leverage, modify, and control that content. Library services is the collective name for a set of basic, but mandatory, capabilities that ensure the integrity and security of your content.
Whether you are dealing with web content, traditional documents, rich media assets, or a combination, library services do a lot of the “heavy lifting” in an enterprise content management system. Be sure your solution is up to the challenge.
The following capabilities, which are all fundamental features of the EMC Documentum ECM platform, should be included in an ECM solution's library services. Check in/check out—This is the most fundamental task of an ECM system—getting content into and out of the repository. Check in/check out maintains read-only and edit states, locks content while in use to prevent accidental deletion and overwriting, and ensures that locks on content are visible and understood. Version control—As content is created, reviewed and modified, versions proliferate. An ECM system must keep track of them, maintaining an audit history that includes all versions and renditions. Version control supports the pruning of unwanted versions and the ability to roll back to earlier versions. Version control should also enable security to be applied on a per-version basis. Rendition management—Renditions are different forms of the same content. For example, a Microsoft Word document could have an HTML rendition and a PDF rendition. A robust ECM system should streamline the automatic creation of renditions and maintain their relationship to the original content. This requires a content repository that can manage complex content objects. Annotations—Content review and approval often requires the ability to annotate a piece of content. An ECM solution should support leading annotation tools such as Adobe Acrobat and Reader Extension Server, Informative Graphics Brava!, and others. Annotations should be stored as separate objects and related to the document version for which they were created. These objects can be versioned and will have their own metadata, making them searchable. Virtual document management (VDM)—Virtual document management builds on the relational object model of the ECM architecture, enabling content objects to be organized, assembled, and published as a single structure without copying or moving the original objects. Each rendition of a virtual document becomes part of the complex identity of each component object. Changes to any of the original objects are immediately reflected in the compound structure. Examples include: a new drug application, a manufacturing specification, or a contract that incorporates language from many parts of an organization. Virtual documents are subject to security, version control, workflow and so on, just like any object in the repository.
Business process management
The transformative potential of BPM There are many ways to enhance your enterprise's competitive footing. Few such steps, however, can match the transformative potential of automating business processes. An effective business process management (BPM) system enables organizations to increase productivity, minimize errors, reduce costs, streamline activities to shorten operation cycles, and quickly adapt processes in response to changing business conditions. Furthermore, the ability to automatically enforce business rules and policies, such as auditing and record keeping, helps ensure your organization will adhere to compliance regulations and laws. ECM Documentum—setting the standard for business process automation Only EMC Documentum delivers business process management (BPM) products that leverage a unified, highly scalable platform for design and execution of business processes. Convenient graphical tools speed process design and the business process engine handles task assignments through configurable queues, escalates and suspends activities, provides notifications, and more. Equally well-suited to managing loosely structured collaborative processes and highly structured, high-volume transactional processes, the Documentum BPM suite includes the following capabilities. Process design—Provides an easy-to-use and flexible graphical modelling environment for designing and configuring business processes, can incorporate existing processes, collaborative workspaces, and integration with external systems without any custom coding. Content awareness—Delivers native support of content methods, such as check-in/check-out, indexing, search, or renditions; automatic response to content events such as when a content item is added to a folder or updated; and access control, annotation, and archiving for non-repudiation, customer service, audit, and compliance. Structured and unstructured activities—Supports both predefined “structured” sequences of steps, where each step is assigned to a specific person or role, as well as “unstructured” activities that may be ad hoc and lack predefined steps or rules. Process integration—Integrates Documentum process, content, and repository services with external systems through a service-oriented architecture (SOA) that enables individual users to take advantage of all Documentum capabilities and events as well as services from external systems. Process execution—Executes, monitors, and manages business processes; automatically evaluates business rules; and assigns process tasks to the correct system, group, or individual at the appropriate time; uses configurable policies and queue management to efficiently handle high volumes of incoming work; provides audit data that can prove indispensable for process tuning, monitoring business activity, and meeting compliance initiatives; and incorporates XML content management technology that enables the exchange of messages between the Documentum platform and external systems as part of process integration. Reporting, monitoring, optimizing—Integrates Documentum BPM products with best-of-breed third-party applications for such functions as: • Business rules integration—Supports the execution of complex business rules as automated steps in a business process that may be externally defined. • Process monitoring and optimization—Supports continual process optimization by analyzing alternative process flows and resource loadings, identifying trouble spots and iteratively improving and deploying business processes.
Unlimited content types
Variety—the rule, not the exception Enterprise content is heterogeneous. Marketing departments rely on tools such as QuarkXPress, Adobe Photoshop, and Microsoft Office and routinely work with various rich media formats such as JPEG, PPT, SWF, MPEG, PDF, and standard text files. R&D and engineering create CAD and Microsoft Project files. Manufacturing creates one kind of batch records and accounts payable another. But that's not all. XML has entered the mix, as the de facto standard for content transformation and delivery. Publishing content to multiple channels increasingly requires HTML, wireless markup language (WML), smart management interface local exchange (SMILE), and a host of other formats and emerging standards. And newer content formats will only continue to emerge. Digital assets add complexity Photographs, illustrations, music, animation, and video-common forms of “rich media” are commonly created or rendered in digital formats and used across a variety of channels: the Web, computer-based training modules, print advertising, product packaging, television or radio spots, and others. For many companies, dealing effectively with rich media can be even more critical than traditional document or web content management and, particularly on a large scale, can be infinitely more complex. Managing digital assets presents a number of challenges. How do you categorize and index files with media-specific properties and metadata to accelerate searching? How do you eliminate the need for highly paid employees to spend time performing manual tasks, such as changing the resolution of images? How do you track assets through multiple distribution channels to protect copyright infringement?
When you evaluate ECM solutions, keep in mind the range of content formats that need to be supported and the depth of support required. And don't forget: you need to consider what formats a system will support today as well as how easily that system can accommodate new content types tomorrow.
EMC Documentum—designed for the future of content The ability to manage multiple content types effectively is not something that should be added on to an ECM solution. Every time you “bolt” a technology to your content management system for the purpose of handling a specific content type, you are laying the groundwork for problems in the future. Out of the box, the EMC Documentum platform natively supports more than 250 formats and, just as important, the ability to add new content types, a core feature of the platform. All Documentum content management technology—including access control, workflow, and lifecycle capabilities— applies to all these formats without the need for any point solutions. When content types require unique services, EMC Documentum products provide specialized functionality as a seamlessly integrated solution.
The EMC Documentum platform allows you to manage all your content-traditional documents as well as rich media—in one location. Enhanced capabilities to manage rich media effectively include: Single interface to access all content—EMC Documentum Digital Asset Manager allows organizations to access and manage all their content and leverage the complete set of content management capabilities offered by the Documentum platform, all through one web-based interface. Content transformation and attribution—EMC Documentum Content Transformation Services delivers specific capabilities for managing rich media assets, such as asset registration and analysis, thumbnail and storyboard creation, batch-mode capture, rendition management, and file transformation. It also helps reduce the time employees spend searching for content, repurposing it, and transforming it into different formats for multiple channels, such as the Web, print, mobile phones, and video broadcast. Content authoring—EMC Documentum Authoring Integration Services provides seamless integration between the EMC Documentum repository and the authoring tools people use to create and edit their content. These tools include Macromedia Dreamweaver, UltraDev, and HomeSite that support the File Transfer Protocol (FTP) standard over a TCP/IP network, and popular desktop applications that support the Web Distributed Authoring and Versioning (WebDAV) protocol.
XML and multi-channel delivery
XML—the lingua franca of e-business Organizations in all industries now use applications that support Extensible Markup Language (XML), a simple, very flexible, and highly versatile standard for information exchange between applications. XML has become the standard for content transformation and delivery,and an essential component in today's ECM applications. Because it separates format from content, XML enables the enterprise to leverage its knowledge assets more effectively through content reuse and multi-channel publishing. You can use XML-based content management applications to render content into any format and deliver it to various channels, from hardcopy printing to websites and wireless devices. By simplifying content authoring and publishing and improving content consistency, XML can also improve and accelerate business processes. With XML, content can be created once and leveraged anywhere, enabling a richer user experience for your customers, employees, and business partners. The flexibility that XML brings to content creation, reuse, and exchange, demands a content management system that not only handles XML but exploits it.
The future of e-business will be written in XML. Make sure your enterprise content management solution speaks the language natively.
EMC Documentum—unrivalled support for XML The EMC Documentum platform supports XML natively at the object level and applies a full suite of content management functions to XML content. These include workflow, lifecycle automation, security, library services, and full-text searching. Rather than offering a separate, standalone product to support XML, native XML support is embedded into core EMC Documentum products, such as Content Server, Webtop, Web Publisher, Content Intelligence Services, Process Engine, and Content Distribution Services. And Documentum Web Publisher provides template editors to speed the capture of XML content. The Documentum platform also features native integration with leading XML editors such as Arbortext Epic, Blast Radius XMetaL, or any web content authoring tool that uses XML. The Documentum platform supports all XML-specific features—such as validation, chunking, object-relational storage for XML components, link management, automatic metadata population, search, and XSL transformations using Extensible Stylesheet Language Transformations (XSLT)— which dramatically streamlines and accelerates the assembly of custom renditions for multi-channel delivery. For example, with Documentum support for XSLT, you can transform XML to HTML for web presentation or to Wireless Markup Language (WML) for delivery to wireless devices. The ability to apply XML content management technology to messages exchanged between EMC Documentum and external systems as part of process integration is unique. This is especially significant in applications where incoming messages must be chunked apart and each chunk processed through a different, simultaneously running process. The capability to store XML in the Documentum repository—along with other content types—and managed with the same content services also means that XML users leverage the unprecedented scalability, security, reliability, and other enterprise-grade characteristics of the Documentum platform's distributed architecture.
Intelligent content—the key to successful personalization, search, and navigation Content intelligence refers to the ability to provide structure for unstructured content—a process enabled by the intelligent and automated tagging and categorizing of business content for personalized delivery and easy searching. Tagging and categorizing content with rich metadata makes it available for reuse across multiple initiatives, such as customer and employee portals, custom applications, and personalized sites where capabilities such as precise search, easy navigation, and personalization are critical to productivity and customer satisfaction. By extending the value of content through reuse, content intelligence also cuts the costs of recreating information. In addition, classification of content makes it easier to direct information into retention-protected folders for compliance and accountability reasons. Despite the importance of intelligent content, generating it can be a challenge. Manual content tagging and categorization are time-consuming and require individuals to make consistent decisions across an enormous amount of information. If overall categorization schemas, content metadata, and business rules must change to meet market opportunities, manual systems are an even greater liability. While one enterprise struggles to deliver more precise content targeting or accommodate channel-specific applications, another brings a new product to market and gains first-mover advantage. And the complexity of dealing with content in multiple languages amplifies the challenge even more.
However, with an automated, enterprise-scale content management system that embeds intelligence in every content object, you can overcome these challenges, enabling personalized delivery, facilitating and accelerating reuse, promoting compliance, and enriching customer applications. So your choice of an ECM solution will be a critical factor in the success of any personalization technologies you deploy.
As organizations have adjusted to the demands of compliance, e-commerce and globalization, capabilities for personalization, search, and navigation have proven to be crucial to success in the marketplace. Such capabilities are a direct result of exploiting knowledge assets for competitive advantage, a result that relies heavily on powerful, intelligent content management.
EMC Documentum—best-of-breed content intelligence capabilities EMC Documentum Content Intelligence Services (CIS), a high-performance extension of the Documentum platform, automates and controls the tagging and categorization of enterprise content. Automated tagging and categorization capabilities analyze content for concepts and keywords, storing the results as tags and mapping the content to folders. And unlike point solutions that focus only on departmental challenges or web content, Documentum CIS automates tagging, categorization, and taxonomy management across the enterprise for all content types, such as XML components, text documents, web pages, and digital assets. Documentum CIS further simplifies the adoption of automated classification by providing a prepackaged set of ready-to-use taxonomies for various industries and functional areas within an organization. Industry-targeted taxonomies are available for automotive, chemicals, drug and disease, energy, engineering, legislation, financial, healthcare, high tech, military, and pharmaceutical sectors. Functional taxonomies address the classification needs of customer service, human resources, information technology, legal, marketing, and other lines of business. Documentum CIS also supports the classification of multilingual content by enabling content classification in native languages against native taxonomies. Among the languages supported are English, German, Italian, French, Spanish, Portuguese, Dutch, Swedish, Norwegian, Danish, and Finnish. In addition, the Documentum platform also offers seamless integration with personalization servers such as ATG Dynamo, IBM WebSphere, and BEA WebLogic. These servers excel at targeting content to particular users or groups of users, enabling precise search and retrieval, subscription-based services, and portal and data mining applications.
Enterprise application integrations
No application is an island To be accurately termed “enterprise class,” a software application must integrate easily with other enterprise applications. This is especially true for enterprise content management software because the very nature of ECM is to enable other processes and functions by eliminating the information silos that naturally develop within large companies. For example, customer support representatives can respond to inquiries more quickly if they have instant access to data sheets created by product marketing; and accounts payable employees are more efficient when they can instantly view a vendor's contract, invoice, purchase requisition, and paid check with a single click on a transaction report. Since enterprise resource planning (ERP) and customer relationship management (CRM) can be consumers as well as contributors of content, it is essential that your ECM solution posess an infrastructure that enables seamless integration with these and other applications.
No matter how robust an ECM solution, it cannot provide value across the enterprise unless it is designed to integrate with other enterprise applications. Along with industry standards and the ability to manage all content types, integration capability is a must have for enterprise content management solutions.
EMC Documentum—built to integrate With out-of-the-box integrations for many key enterprise applications, the EMC Documentum platform is the most open and flexible on the market today. Its open APIs and standards-based Web Development Kit provide a platform on which systems integrators and customers alike can also build custom integrations. The following are four of the key products in its suite of content services products that integrate with enterprise applications. • EMC Documentum Content Services for SAP provides document management services for SAP R/3 and NetWeaver applications, integrating digital assets, incoming documents, and SAP-generated documents with SAP processes in a paperless, distributed electronic environment. With Documentum Content Services for SAP, both SAP and non-SAP users can access business content directly from their desktops, eliminating the time and costs associated with searching for, filing, and storing documents. • EMC Documentum Content Services for Siebel integrates the powerful features of Siebel CRM software with the robust content management capabilities of Documentum. This integration enables users to link unstructured content such as text documents, e-mail, faxes, and digital images with Siebel business objects such as service requests, customers, or contacts. Content Services for Siebel improves service and support, enables a 360-degree view of a customer, streamlines business processes, enhances sales efforts, and reduces operational inefficiencies. • EMC Documentum Content Services for Lotus Notes Mail allows users to store and share business-critical content, which otherwise is often locked away in a single user's e-mail inbox, uncontrolled and unavailable. By storing content in the Documentum repository and enabling access to that content through Lotus Notes Mail, Content Services for Lotus Notes Mail allows users to take full advantage of enterprise content management capabilities without learning a new application.
• EMC Documentum Portlets provide plug-and-play access to various Documentum functions from within a portal interface. For example, users can create, locate, review, revise, and manage all types of content without leaving their familiar portal environments or learning a new application. And the Web Development Kit (WDK) for Portlets is a powerful framework for rapid development of content-rich Web applications that leverage the proven strength and reliability of the Documentum platform. WDK for Portlets is part of the EMC Documentum Developer Studio and comprises a developer's toolkit, based on industry standards, containing a library of over 200 reusable, pre-built components and controls that perform common EMC Documentum content management functions. • ECM integration is equally important to the way a customer or prospect interacts with your organization. For instance, if the channel of choice is the Internet, you will probably be using some combination of application server, commerce server, and personalization server. The Documentum platform is tightly integrated with the leading application servers such as BEA WebLogic, IBM WebSphere, Oracle 10g Application Server, and ATG Dynamo.
Enterprise content integration
Among the most frustrating problems knowledge workers experience each day is that of finding and accessing information. The problem has grown increasingly acute with the rapid, enterprise-wide proliferation of business information. Information is stored in content repositories, databases, groupware applications, intranet and extranet sites, public websites, online databases, enterprise applications, and other places, inside and outside the company. According to industry studies, knowledge workers spend as much as 40 percent of a typical business day just sorting through these locations to find specific content. Gaining answers to your business' most pressing questions requires the ability to access a wealth of content spread across your enterprise. An enterprise content integration (ECI) solution addresses this need by adding a layer of virtualization on top of all content repositories inside and outside the enterprise—essentially creating one access point to content stored in websites, databases, e-mail, legacy systems, and content management repositories.
The benefits of tapping a company's wealth of intellectual capital are well understood. Doing so can improve time-to-market for new products; monitor new and changed information from regulators, customers, suppliers and competitors; and help support litigation discovery. But the challenges are daunting because these resources are typically spread across multiple internal and external repositories, file systems, databases, and websites. That's why it's important to consider an ECM solution that easily integrates ALL content sources.
EMC Documentum—enabling the truly connected enterprise The EMC Documentum ECI solution integrates content inside and outside the enterprise, making searches more intelligent and enabling end users to more logically and easily organize and find the content they need. With a single query from a single user interface, the Documentum ECI solution assimilates content from all internal and external sources so that users can quickly locate and access, in real time, information stored in a virtually limitless array of content sources. Documentum ECI products that enable a truly connected enterprise include the following. • Documentum ECI Services powers a variety of search techniques including federated searches, query expansion, and on-the-fly foreign language translation, to name just a few. Unlike most other integrated search solutions, it leverages, in real time, the local search capabilities of each content source. The result is truly federated, up to the minute, and extremely reliable search results. Other search solutions create master indexes, which are very resource intensive and, because they represent a static view of ever-changing information, may be out of date as soon as they are built. Server-based Documentum ECI Services is utilized by various EMC Documentum applications, including: Webtop, Documentum Portlets, Web Publisher, and the Discovery Manager search client. • Documentum Discovery Manager is a unique search client that uses dynamic linguistic contextual (DLC) clustering to automatically organize the results of any query into small, easy-to-handle groups. DLC searches on the fly and does not require pre-established categories. Instead, it complements existing corporate taxonomies, providing users with a categorization model that fits the information with which they are currently working. Users can also translate requests into foreign languages on the fly, expand queries to cover foreign-language content sources, and get help translating the results. • Documentum ECI Adapter Framework manages content integration with a library of hundreds of pre-packaged adapters for various content sources, an adapter builder, and an open and flexible adapter developer kit. Customers can deploy adapters right out of the box. They can also easily customize existing adapters or simply build new ones—in many cases without changing or writing any code. \
Discarding the paper With all the noise generated about the paperless economy, it's sometimes easy to forget how dependent business still is on paper-based transactions. From bid proposals, purchase orders, and invoices, to legal documents, inter-office memos, and standard operating procedures, printed and hand-written forms consume reams upon reams of paper in every office where business is conducted. Large warehouses still store and archive paper by the ton.
Make sure you have the tools to quickly turn paper into managed, business-ready content—and eliminate the high costs and inefficiencies too often associated with paper-based processes.
Relative to electronic systems, paper-based transactions are extraordinarily costly and inefficient. Storage is just one problem. Perhaps more critical is the difficulty of locating information that only exists in paper format. But because paper-based transactions are still a necessary part of business, it would be impractical today to consider eliminating paper entirely. By converting paper-based forms (as well as film, microfiche, and faxes) into electronic images that can be analyzed, indexed, attributed, filed, and stored securely, ECM with integrated content capture functionality removes many of the costs and inefficiencies associated with paper. Electronic archiving alone can save a tremendous amount of space and money, but other features, such as the ability to annotate scanned images and route them through workflow processing, can make the entire organization far more efficient. For instance, automated workflow can help ensure that paper forms are routed immediately to the people who are waiting to review them as soon as they're captured, eliminating the problem of vital information piling up in someone's inbox while that person is unavailable. EMC Documentum and EMC Captiva—seamlessly integrating content capture EMC Documentum and EMC Captiva® provide the technologies required to capture and fully manage information from hardcopy sources. EMC Captiva InputAccelM, the leading solution for scanning and imaging paper-based information, provides the highest performance, high-scale scanning solution on the market to organizations that scan thousands of documents daily. The combined solution of Captiva InputAccel and the ECM Documentum platform processes any document type, provides validation before content enters the Documentum repository, and converts image files and values into Documentum objects and attributes. This enables users to quickly search for and locate information and to then apply the full range of Documentum content management functionality to the captured content.
Manually transforming content consumes too much time In most organizations, employees spend far too many work hours searching for content, re-purposing it, and transforming it into formats for multiple channels, including the Web, print, mobile phones, and video broadcast. Rich media—photographs, streaming video, sound bites, logos, flash animations, presentations, web pages, and more—take even more time to manipulate. These digital assets represent a significant intellectual and monetary investment, yet typically reside in silos and are not properly leveraged for their full value. Ideally, your ECM solution will provide tools to accelerate content transformation processes—for instance, rendering Microsoft Office documents as HTML or PDF files—so that your employees can be more productive.
Transforming content takes your knowledge workers more time than you may realize. Automating and simplifying content transformation and attribution with your ECM solution can save your organization time and money.
EMC Documentum—automating and simplifying content transformation The EMC Documentum platform automates and simplifies the content transformation and attribution process and makes the content easier to preview and manage with its suite of services called EMC Documentum Content Transformation Services (CTS). CTS consists of five products, each focusing on a specific set of format types: • Document Transformation Services renders HTML and PDF content from standard desktop documents like Microsoft Word. • Advanced Document Transformation Services adds advanced rendering features like PDF bookmarks, XMP round-tripping, thumbnails, and storyboard support. • Media Transformation Services supports rich media (such as photographs, presentations, and graphics) with content attribution, thumbnails, storyboard support, and rendition management • Audio/Video Transformation Services adds enhanced support for audio and video, such as streaming support and enhanced video preview. • Medical Imaging Transformation Services supports the DICOM medical image format with content attribution, thumbnails, storyboard support, and rendition management. Each CTS product focuses on a specific set of content formats and utilizes a common, robust framework. When combined, they offer you the ability to transform common desktop documents and rich media formats. The result is more efficient and standardized content transformation and analysis for all content across the entire organization.
Spotlight on accountability In today's tough economic climate, with investors wary of corporate impropriety, careful management of business records has become a paramount concern. Eager to boost investor and public confidence, companies large and small now place a premium on the ability to present records on demand, comply with regulatory requirements, respond quickly to litigation, and implement good business practices. Records management is the management of business-related content that, based on predefined business rules, cannot be changed or deleted and must be retained over time for administrative, regulatory, or legal requirements. Records management software solutions automate the generation of records at any stage of the business process, the enforcement of business rules, and the corresponding disposition of content, including content deletion and destruction.
Records management should permeate your IT infrastructure, content archives, and all corporate processes to ensure that documents of all types and from all sources are captured and maintained by a common system or toolset. By establishing a coordinated, enterprise-wide approach, you will be better equipped to face unexpected inquiries or new regulations.
How does records management relate to enterprise content management? They're both driven from common requirements to manage the complete lifecycle of content from its creation and active use through its archival and eventual destruction. But while enterprise content management is primarily concerned with control of dynamic content, records management is focused on the automatic generation, retention, and ultimate disposition of records in all formats at any stage of the content lifecycle. Together, they provide a complete overall solution for managing the lifecycle of content. With a robust records management solution, you can: • Manage all physical and electronic records from creation through archiving or destruction • Apply record-keeping rules uniformly and automatically • Safeguard and access relevant records, linking records with related business content, without incurring steep administration and storage costs • Produce records on-demand, recover deleted content and prove missing records and content were destroyed appropriately, reducing the risks of associated litigation and fines • Protect intellectual property • Archive or destroy records after their administrative, regulatory, or legal retention periods have elapsed End-to-end records management EMC Documentum has two records management solutions that meet the above criteria and enable organizations to identify and manage corporate records in accordance with both internal and external mandates: • EMC Documentum Retention Policy Services (RPS) delivers a policy engine that enables organizations to manage their archives in conformance with regulations, legal stipulations, and best practices. RPS is deployed and administered at the foundation of a corporate repository to apply and enforce retention and disposition guidelines automatically. Retention policies, holds, and expiration notifications can be applied to any content within the Documentum repository, regardless of its age, type, or source. With RPS, organizations can automate as much or as little of the system as they want. Retention Policy Services protects records that are created from imaging systems, Enterprise Report Management Services, controlled business processes, workflows, autoclassification engines, and simple user filing. • EMC Documentum Records Manager allows organizations to create, safeguard, and digitally shred records according to system-enforced rules maintained within a corporate file plan. Record declarations and classifications occur at the client level and are available within EMC Documentum Webtop and native authoring tools such as Microsoft Outlook, Word, PowerPoint, and Excel. EMC Documentum Records Manager is certified as compliant with the US Department of Defense 5015.2 standard, other record keeping standards such as those specified by the UK Public Records Office (PRO), and the Victorian Electronic Recordkeeping Standard (VERS) in Australia.
The challenges of managing fixed content Rapid information growth of all types along with expanding needs for corporate compliance and risk mitigation are driving ever-increasing volumes of fixed content. At the same time, organizations are facing increasing pressure to retain communications and business records for specific periods of time. They must also verify that this content is accessible. Archived content, such as scanned images, enterprise reports, and transactional or collaborative content at the end of its lifecycle is typically managed today in “archive silos.” Each of these silos usually has it own classification methodology, retention functionality, and storage strategy, which can lead to ineffective search, compliance and legal discovery headaches, inefficient storage, administrative burdens across disparate systems, and difficulties incorporating fixed content into business processes.
The importance of archiving is clear. Make sure your archiving solutions are up to the task.
Secure, scalable, and unified archiving for all types of content EMC Archive Services leverages the guiding principles of content management (capture, classification, metadata, search and access, security, and links to other related information) to deliver a new approach to content archiving. Automated, policy-controlled movement to active archives for retention and seamless retrieval of information means that EMC archive solutions cost less to deploy and administer because they require less training, result in fewer disparate systems to manage, and offer improved system-wide reliability. Breaking down the barriers between archive silos provides a “big picture” perspective, improving business responsiveness and making users more productive. And given the increased attention on government regulations and e-discovery activities, common retention policies across all types of fixed content facilitate consistent compliance and mitigate risk. EMC Archive Services products include the following. • EMC Archive Services for Email, an enterprise-class framework for message archiving, allows organizations to save messages for corporate recordkeeping and preserve e-mail and instant messages that may be required during litigation or regulatory investigation. • EMC Archive Services for SAP provides scalable, mission-critical archiving for a broad range of SAP data requirements to support IT consolidation and regulatory compliance activities. • EMC Archive Services for Reports enables high-volume, system generated content to be stored and managed as enterprise information, while building lifecycle-managed, highly accessible archives.
The development environment—friend or foe? Regardless of the depth and breadth of a particular ECM solution, it is unlikely that any offering will meet your specific requirements exactly. During deployment, either you or your integration partner will inevitably need to do some type of customization. It may be simply a look-and-feel issue or something more fundamental such as integrating with a legacy system and the business processes unique to your company. 36
When you purchase an ECM system, you are purchasing a development environment as well. It is this environment, as much as the core ECM system, which can make or break the overall success of a deployment. Therefore, it will pay big dividends in the long run to thoroughly understand the strengths and weaknesses of your ECM system's development environment. The ideal development environment is open and flexible, and based on industry standards that allow developers to use a rich tool set in tackling the challenges of customization.
Along with architecture, scalability, and standards, a flexible development environment is critical to maximizing ECM return on investment over the long haul. Make sure you don't overlook this essential component of any ECM solution.
EMC Documentum—a platform built for developers EMC Documentum is committed to open standards—nowhere more so than in the Documentum development environment. All of the Documentum platform's capabilities are available through EMC Documentum Developer Studio (DDS), which supplies developers with a rich set of tools to assist them in the development and customization of any type of application, including web and desktop applications, server methods, business objects, and portal integrations. Included in DDS are the following. • EMC Documentum Application Programming Interface (API) is open to developers to use with any standard Integrated Development Environment (IDE). It exposes the functionality of all content services provided by the EMC Documentum platform. • EMC Documentum Business Objects Framework (BOF) allows developers to build business objects that encapsulate application logic on the platform level instead of having to build application logic on the user interface (UI) level separately for each application. Developers can expose business objects to applications through APIs and other technologies such as Web Services. BOF significantly reduces time spent in development and testing, and provides better application portability and interoperability. • EMC Documentum Web Development Kit (WDK) provides a powerful framework for rapid development of content-rich web applications that run on J2EE application servers. A developer's toolkit, the WDK is based on industry standards and contains a library of over 200 reusable, pre-built components and controls that perform common EMC Documentum content management functions. WDK for Portlets allows you to integrate EMC Documentum content services with enterprise portals. Additional EMC Documentum development tools include the following. • Application Builder provides developers with an entirely graphical development environment for creating and maintaining content applications based on the EMC Documentum platform. With Application Builder, developers can reuse application elements such as user interface components, lifecycle definitions, security settings, object type definitions, and workflow templates, dramatically speeding time to deployment. • JDBC Services allows direct access to an EMC Documentum repository from any J2EE-compliant application server, such as BEA WebLogic and IBM WebSphere. A powerful tool for enabling web applications with access to both secure and non-secure content, JDBC Services balances fast responsiveness with the tight control required when secure content is made accessible through public websites. 37
Support and market presence
After the sale, then what? Although architecture, standards, and product functionality will logically be at the top of your list of ECM evaluation criteria, product support and less tangible factors, such as market reputation and financial stability, should also be given serious consideration. For example, poor support can impair the rollout of any enterprise application, regardless of how perfectly the product meets your needs. Enterprise content management is no exception to this rule. A product without a large installed base also poses problems. First, it limits your access to trained consultants and IT staff. It also limits your opportunities for sharing best practices with other users. Furthermore, a market leader attracts other leading vendors to work with it, easing integration issues. Successful integration between the content management system and the architectures of other enterprise technologies, such as application servers and personalization engines, is much more likely with market leaders.
Your ECM vendor should meet the same high standards in support, financial stability, and market presence as it does in product functionality. If it doesn't, the future success of your ECM deployment is in jeopardy.
EMC Documentum—a leader in every category Fortunately, with EMC Documentum, none of these issues is a concern. EMC Documentum has the largest installed base of any ECM solution in the market and the company has a proactive technical outreach program for developers and IT professionals. Because Documentum is a part of EMC, research and development spending has always been robust and continues to be a high priority. Technical support is a key component of your EMC software solution. Our advanced technical support programs offer the expertise, assistance, and infrastructure to help ensure your ability to meet today's demanding requirements. We understand that all customers have unique businesscritical requirements. Our programs have been structured to offer flexibility, allowing you to design a program that meets your organization's specific needs. EMC Documentum offers several tiered levels of support: Basic Support—Provides expert troubleshooting and the answers you need to ensure smooth installation and productive operation of your ECM solution. The cornerstone of all Documentum support programs, this level's key features include: • Access to EMC Software CustomerNet, a comprehensive online web support resource that provides extensive product and support information, customer-to-customer forums, and online account and case management • Upgrades and maintenance releases at no additional charge • Expert technical support via phone during normal local business hours.
Priority Support—Provides organizations, such as those with 24x7 production environments, immediate access to dependable support at any time, day or night. With EMC Priority Support, you get: • Access to EMC Software CustomerNet (as described above) • Upgrades and maintenance releases at no additional charge • Expert technical support via phone, 24/7, 365 days a year • Option to customize your support program by adding one or more supplemental support options. Developer Support—Provides additional access to EMC Documentum development experts' knowledge and experience in the latest technical tools and capabilities to help streamline your content management development process and ensure maximum coding efficiency and quality. Extended Support—Provides support to meet the needs of businesses that delay product upgrades but need to ensure continued, smooth operation of their content management deployment. EMC Documentum offers worldwide support through its support centers in Australia, Germany, the United Kingdom, and North and South America. In addition, Documentum has technical support partners to expand language and support coverage throughout Asia-Pacific and EMEA.
ECM facilitates the creation, management, distribution, and exchange of large volumes of rich, primarily unstructured content, within and beyond the enterprise—to customers, employees, partners, and suppliers. Certain basic features and functionality, identified in this guide, are necessary for an ECM solution to deliver tangible benefits to the organization. These capabilities are required whether you are considering content management for digital assets, a portal, a customer website, or a document management initiative. They are also important whether you are considering a single-point initiative to address a critical problem area immediately or an enterprise-wide initiative. Not all ECM solutions are created equal. It's important when evaluating solutions to compare them in the context of your individual requirements, but also against an industry benchmark of capabilities. EMC Documentum enterprise content management solutions clearly address all the pillars of ECM. With its unified architecture, the EMC Documentum platform has been designed to manage content across the entire enterprise. However, you may decide to tackle one initiative at a time. Application-specific solutions based on an enterprise ECM system can enable companies to establish a “beachhead” for ECM in a strategic area while controlling the pace of enterprise deployment. If you would like more information about the topics covered here or would like to find out how EMC Documentum can help you evaluate your content management needs, simply e-mail us at firstname.lastname@example.org or visit software.emc.com
EMC Corporation (NYSE: EMC) is the world leader in products, services, and solutions for information management and storage that help organizations extract the maximum value from their information, at the lowest total cost, across every point in the information lifecycle. Information about EMC’s products and services can be found at www.EMC.com To learn more about content management or information lifecycle management, visit us online at www.EMC.com or call 1.866.464.7381 (outside the U.S.: +1.508.435.1000).
EMC Corporation 176 South Street Hopkinton, MA 01748 1-508-435-1000 In North America 1-866-464-7381 www.EMC.com EMC2, EMC, and where information lives are registered trademarks of EMC Corporation. Captiva, Documentum, and InputAccel are registered or unregistered trademarks of EMC Corporation. All other trademarks used herein are the property of their respective owners. © 2006 EMC Corporation. All rights reserved. Produced in the USA. 4/06 S10260406V5
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