Executive Summary (This is a document excerpt)

Enterprises have no trouble identifying needs for document management (DM) — a key component of enterprise content management (ECM). Virtually every department, line of business, and employee complains about how difficult it is to manage, find, and retain documents. With such pervasive needs, why do so many enterprises struggle with DM initiatives? Mainly, they focus too much on the expressed pains — managing, finding, and retaining documents — and too little on the business context. When Forrester interviewed 14 enterprises about document management adoption, we found it critical to ask: Who are the end users? What do they do on a daily basis? How do documents fit into their daily tasks? What tools do they currently use? Understanding context helps project teams approach DM as a technology to build solutions upon, rather than as a solution unto itself. And fitting DM technology into what matters most to end users — business value — drives up adoption.

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