Inc. Greg Oxton Executive Director, Customer Support Consortium Marla DeRosa Knowledge Strategies Manager, Lotus Services Organization Document management enhances productivity by providing service personnel with a repository of documents and information that ensures fast, accurate, and consistent response to customer needs. Give those customers direct access to that repository via on-demand fax or a private or public Web server, and you've also reduced costs though call avoidance. Use automated systems to generate dynamic content that's targeted to a particular customer, and you're pushing productivity out to them by reducing information overload and delivering only the information that's applicable to them. This session will show you how document management can help you achieve these and other compelling benefits in your service organizations. Inc. Some document management systems are good at managing files and information about them.
Some systems are able to manage document components within files or databases.
And some provide a combination of file and component management. This workshop will look at what the tradeoffs are, and provide some hints on how to analyze your own needs. It may be easy to get an intranet site started, but there are a host of issues system managers then need to focus on. Security is a critical issue, and is not simply a matter of a firewall. There are different types of documents and different audiences on intranets and extranets that may have different security requirements.