Your Business Process Shouldn’t Break When Your Technology Does

United Airlines last week suffered (yet another) technology malfunction that affected nearly a third of its flights for the day, and at least one report related a sordid tale within which lies at least one particularly important lesson: Your business process shouldn’t break just because your technology does.

East or West, ECM is ECM

I’m halfway through a week of meetings here in Hong Kong, and today I was struck by the fact that, different though the landscape is than what I’m used to back in Boston, there is much I find familiar. There are cars, trucks, and buses – but they drive on the left side of the […]

ECM and Washing Machines: A Little Forethought Goes a Long Way

Returning from a crazy stretch of travel, I learned that the household washing machine was on the fritz. Too many hours of research and shopping later, we ordered an expensive but hopefully heavier-duty, longer-lasting appliance than its myriad predecessors. With delivery set for tomorrow, today is the day I must prepare my legacy unit for […]