Splintering into mobile

I love reading newspapers, and I have a 45-minute train ride to work and that’s perfect for newspaper reading. But the newspaper box at the train station has eaten more than its fair share of my pocket change even when I do have quarters (which is almost never) . And I’m too lazy to get out of my nice warm car on cold mornings and pick up a paper at a convenience store. So these days, I’ve been reading newspaper content on my mobile device of choice (a painfully slow Blackberry).

I’ve noticed a few things about mobile newspaper web sites. First of all, they’re not that great, at least not the ones for the two major Boston papers. They don’t seem to be optimized for the Blackberry. Unnecessary photos slow things down. Navigation is difficult. And the section landing pages don’t always match the print version; for example, sometimes the top story in the sports section is a stale one from two days ago. However, the content’s free – for now - so I guess I can’t kick.

But it made me realize how challenging manage multiple online experiences has become. My colleagues Josh Bernoff and Shar VanBoskirk wrote a great piece about the “splinternet”, which discusses how our online experiences are splintering across multiple devices and touch points. Content and collaboration pros supporting Web content management (WCM) implementations are in for a battle to support mobile Web sites. After speaking with a number of clients about this, the biggest concerns are around:

Read more

Online Engagement: An Integration Play?

I still get a lot of client inquiries on “Web content management.” In fact, the past few months have been the busiest I’ve had since I joined Forrester almost four years ago. Many clients are investing in technology for their online, public-facing initiatives, and we’ve been having some great conversations about what technologies will best fit their needs.

But those technologies include a lot more than just “Web content management.”

In fact, I was recently working with a client on what was purportedly a “WCM” selection project and what struck me was how relatively few requirements actually had to do with traditional content management. Instead, the client wanted to talk about things like content targeting, analytics, multivariate testing, social media, and mobile. That goes way beyond just managing content, doesn’t it?

The best-of-breed WCM vendors have understood this for several years, focusing a good chunk of their development efforts on the actual delivery of content, and how to engage customers, partners, and prospects in the online channel. And the big boys — notably Microsoft and IBM — are getting into the act as well, repositioning and repackaging products and enhancing them with additional modules and adjacent technologies to support engagement.

Read more

Adobe Seizes The Day

Adobe has gotten into the content management business, with its announcement earlier today of its intent to acquire Day software for $240 million. Day —with its WCM, DAM, and collaboration offerings — has had a good deal of buzz over the last year or so. Why? Mostly due to a renewed marketing push, demo-friendly products, and occasional uncertainty around competitors due to acquisitions (Interwoven, Vignette) . Day was one of the few remaining independent WCM vendors with enterprise credentials and was ripe for the picking, particularly given the strength of its WCM product. Adobe, of course, brings its document, creative authoring, and rich Internet application development tools to the table.

With the Day deal and last year’s Omniture acquisition, Adobe continues to assemble components of the online customer engagement ecosystem that we wrote about earlier this year. What’s interesting is which vendors are approaching this ecosystem — from the standpoint of ECM (IBM, Oracle/Stellent, Open Text/Vignette), marketing software (Alterian/MediaSurface),  enterprise search (Autonomy/Interwoven), and now creativity software/interactive Web applications (Adobe).

So, what does this deal mean for content and collaboration pros?

  • Short term, there shouldn’t be a whole lot to worry about for either set of customers. Adobe and Day’s offerings generally don’t have much overlap , but rather are complementary. So there should be no worries about certain products being discontinued in favor of others.
  • Day and Adobe customers will have the opportunity to source more components of the online customer engagement ecosystem from a single vendor and potentially take advantage of possible integrations to come down the road.
Read more

Planes, Pains, and Multichannel Engagement

Recently on a cross-country flight, I was just waking up when the flight attendant asked me what I wanted for lunch. She was a little annoyed because I kept her waiting while I  looked  through the magazine for food choices, and gummed up the whole works. And who could blame her for being annoyed? She had a whole bunch of people to get serve. I made a hasty selection and mistakenly picked the healthy snack box (organic pumpkinflas granola and apple slices instead of pepperoni and a chocolate chip cookie).

About an hour later, I had some serious hunger pains and would have killed for one of those old-school gummy chicken casserole airline dinners.

What would have solved this? A proper online engagement architecture, naturally. I usually print my boarding passes out ahead of time. So why doesn’t an airline print out the food choices under the boarding pass, or distribute via mobile devices as people increasingly use them for check-in? The airlines could provide other information, too, like how full the flight is, and whether NBC in the Sky will show something good like “The Office” or something not-so-good like “The Marriage Ref”.

So, what’s the problem? Content management and delivery systems aren’t unified.  There are all kinds of opportunities to present rich, consistent, engaging multichannel experiences by integrating technologies such as content management, customer relationship management, document output management, email campaign management, and others. But these are still siloed, due to legacy issues as well as market dynamics (there is no unified solution on the market).

Read more

EMC and FatWire Finally Get Together (though perhaps not in the way you expected)

EMC announced this morning that it has acquired a stake in Web content management vendor FatWire, one of the remaining standalone major WCM players in the market. With this announcement, EMC has finally admitted what’s been obvious for some time: that its current Documentum Web Publisher product simply doesn’t have the ability to become a marketing tool for ebusiness and marketing teams to achieve business goals in the online channel.

What’s interesting about this announcement is what didn’t happen – the expected sale of FatWire to EMC, which many have speculated about for the past year or so. Now, EMC won’t fully own its prescribed WCM product, and will instead rely on FatWire for that component of its content management suite. FatWire, a leader in Forrester’s last WCM Wave evaluation, has strong customer engagement functionality, better than the Documentum Web Publisher offering. With this deal, FatWire gets an improved distribution platform for its WCM, and opportunities for further integration with EMC products such as its digital asset management offering (which it will also resell).

What’s also interesting is that this marks an end to EMC’s dream of a unified repository for all enterprise content, since FatWire products have their own repository. Many of Forrester’s clients have known for a while that this dream simply wasn’t reality, due to organizational issues as well as technological ones.

EMC will likely make an announcement about sunsetting its current Documentum Web Publisher later this year, though support will certainly continue for several years through current maintenance agreements and an extended paid support period. Right now, if you are a current Web Publisher customer, you’ll have to decide:

Read more

Web Content Management and Portal: Together at Last?

Just got back from the Lotusphere conference in Orlando (which sure beats Boston these days in the weather department – thanks, IBM!). At one of the sessions, IBM execs gave their take on the Web content management (WCM) and portal markets. Or should that be market? IBM is betting that the WCM and portal markets will converge and cease to be separate markets, with vendors offering combined WCM/portals suites that have one administrative tool set, one presentation management structure, one repository, and so on. From a road map standpoint, IBM is also making it clear that they don’t have a “portal plan” or a “WCM plan”, but rather an “experience” plan that includes both portal and WCM.

Will it really happen? Certainly, many intranets and extranets rely on content/experience delivery via portals. Also, many companies utilize public-facing Web sites for customer self service – a good fit for portal delivery. Already, SharePoint has made some noise with WCM and portal functionality within a single product. And given many firms’ clunky customized WCM/portal integrations, IBM can look attractive with its combination of Websphere portal and Lotus WCM.

So what are the obstacles to total WCM / portal convergence?

  • A good chunk of customer experience sites that still don’t necessarily need the user-customization and application consumption capabilities of a portal.
Read more

Can Open Text Turn The Page On Vignette's Recent History?

Steve-Powers By Stephen Powers

ECM vendor Open Text announced this morning that it intends to acquire Vignette, provider of Web and transactional content management technologies. In some circles, the acquisition of Vignette has been a foregone conclusion for many months now. Vignette has been an established player for years, with an impressive customer base. But the company’s missteps (a major WCM upgrade that stranded longtime customers, questionable expansions into non-core areas, inconsistent customer service and contact) have left them weakened in a market where they should have been able to take advantage of the lack of size and/or stability of some of its competitors. As a result, Vignette’s license revenues have declined in a hot content management market, and the brand has been devalued despite its strong technology.

Read more

Categories:

CMIS: Boom or Bust?

Stevepowers By Stephen Powers

Some of you may have heard about the joint announcement from EMC, IBM, and Microsoft about the creation of Content Management Interoperability Services (CMIS). The purpose of this proposed new standard? To create a vendor-agnostic way of accessing the data in content management systems from multiple vendors. In other words: Remember when SQL became a standard for accessing databases? This is the content management system equivalent.

Read more

Open Text Makes A DAM SaaS-y Move

StevepowersBy Stephen Powers

I'll give you five seconds to recover from your pun-induced groaning [5...4...3...2...1] Now, on to the news: Open Text announced late last week that it has acquired eMotion, a software-as-a-service digital asset management (DAM) product, from Corbis. Open Text plans to rebrand eMotion as Artesia on Demand for Marketing, complementing its full-featured, installed Artesia DAM product.

Read more

Categories:

Steve, You've Never Looked Better

StevepowersBy Stephen Powers

Earlier this week, if you happened to read any of my research on our site, you might have been scratching your head at my "new" photo, as seen below:

Spowers2_3

You might have asked yourself, "What has happened to one of my favorite Forrester analysts?" Was it the result of a) a face lift; b) gender reassignment surgery; c) successful prayers to the patron saint of the un-photogenic (when a good friend first saw my original photo last year, she asked in her typical blunt fashion, "Why do you look so puffy and awful?")

Read more
Syndicate content