Is "System of Engagement" to ECM as "Adaptive Case Management" is to BPM?

I was just looking through AIIM’s presentation on “A Future History of Content Management” and some related blogs (by Craig Rhinehart and by John Mancini). The presentation introduces the notion of a “system of engagement” as complementary to a “system of record”, and as the next big thing in content management. If you look at what they define as the attributes of a system of engagment (contrasted with a system of record):

  • Systems of Engagement create effectiveness
    • Address the complexities of global business relationships 
    •  Focus on time, innovation, and personal commitments
  • Systems of Record need Systems of Engagement
    • Troubleshoot the exception conditions 
  • Systems of Engagement need Systems of Record 
    • Access the relevant fact base 
  • Correct architecture
    •  Systems of Engagement operating on top of and in touch with Systems of Records

Even though they use a different terminology , it seems like they are after the same goal as adaptive (or dynamic) case management   – tools to make knowledge  workers more effective. I think it is interesting that both the BPM and ECM markets are seeing an opportunity in the same space – knowledge worker productivity, but coming at it from different ends of the spectrum. The big question is will it be a meeting  in the middle – finally bringing together process, documents and collaboration to support real world human processes – or a clash of the titans with each camp creating proprietary mechanisms and terminology to keep the other out.

 I think 2011 will be a very interesting year in the BPM\ECM space – with ACM (or some capability under a different name) becoming the way ECM’s add a system-of-engagement to their system-of-record, and starting to bring together the worlds of process and collaboration.


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