Governance-first content in customer-facing processes
Blog: Column 2 - Sandy Kemsley
Back in May, I did a webinar with ASG Technologies on the importance and handling of (unstructured) content within processes. Almost every complex customer-facing process contains some amount of unstructured content, and it’s usually critical to the successful completion of one or more processes. But if you’re going to have unstructured content attached to your processes, you need to be concerned about governance of that content to ensure that people have the right amount of information to complete a step, but not so much that it violates the customer’s privacy. If everything is in a well-behaved content management system, that governance is an easier task — although still often mishandled — but when you start adding in network file shares and direct process instance attachments, it gets a lot tougher.
I also wrote a white paper for them on the topic, and I just noticed that it’s been published at this link (registration required). From the abstract of the paper:
Process automation typically provides control over what specific tasks and structured data are available to each participant in the process, but the content that drives and supports the process must also be served up to participants when necessary for completing a task. This requires governance policies that control who can access what content at each point in a process, based on security rules, privacy laws and the specific participant’s access clearance.
In this paper, we examine what is required for a governance-first approach to content within customer-facing processes, and finding the “Goldilocks balance” of just the right amount of information available to the right people at the right time
Head on over and take a look.
ASG is holding their Evolve21 user conference as a virtual event in October, you can learn more about that here.