By their formal definitions, an Enterprise Content Management (ECM) system is distinctly different from a Customer Communication Management (CCM) system, although there are linkages. The first is a platform responsible for automating the collection and curation of content, largely unstructured documents, generated in the course of business. In its simplest definition, the latter is mail merge on steroids. In reflection, however, anyone responsible for the acquisition of an ECM should view it a Customer Communication Management system, as a large part of the value proposition for an ECM is the utilization of the content by customers.
We keep hearing that the need for accessible documents is on the rise. Why aren’t more people requesting them, especially when legislative requirements are making them more widely available than ever before?
In the first part of this article we provided some insights into why print and mail operations that previously had little need for automated document factory (ADF) techniques are now looking at the benefits of ADF capabilities. You can read the first part of this article here.
Automated document factory (ADF) technology used to be an investment made only by companies producing high-volume, high-value transactional documents. It’s easy to understand why! Producing items such as checks, statements, bills, claim forms, or tax documents requires exceptional levels of accuracy and integrity. Losing a page, or combining documents for different customers into the same envelope or producing and delivering a duplicate document such as a check will have dire consequences for the print/mail operation.
Over 1000 U.S. and 500 UK consumers were asked their opinion on a variety of issues relating to the switch from paper-based to digital media. Results of the Two Sides U.S. survey highlighted that 88% of respondents indicated that they understood, retained or used information better when they read print on paper compared to lower percentages (64% and less) when reading on electronic devices. The same trend was found for reading complicated documents with 80% indicating a clear preference for reading print on paper, and reading on screens showing a much lower preference than print at below 16% across all age groups.
Every organization is dealing with regulatory obligations to provide accessible documents to facilitate communications to people of all abilities. Associations distribute mission-critical documents including educational and advocacy brochures, event details, research reports and even forms for funding requests. There are over 30 million Americans who would benefit and possibly require accessible versions of these documents to participate in an association’s endeavors. Many may only think about the blind when considering accessible documents, but there is a significantly larger population to serve.