Join John Mancini for an in-depth discussion in this video Systems of record vs. systems of engagement, part of Meeting the Challenge of Digital Transformation.
- Let's start with a little history. Systems of record are the core systems that we put in place during the 70's, 80's, and 90's to automate the first generation of digital processes. Think of these as the very initial replacements for paper-based processes. This chart shows the major technology eras through which we've evolved, from mainframes to mini computers to PC's. During the era of mainframes, our primary focus was on managing batched transactions. This evolved during the mini computer era into a focus on managing departmental processes, and in the PC era, the focus moved to managing documents.
Beginning in the early 2000's, our information systems began to change. Consumer technology started to be the primary source of innovation, and individual and users became the primary focus for technology. This era began with the Internet and the task of managing webpages, and has since evolved into the mobile and Cloud era, with a focus on managing interactions and conversations. I call these new mobile and Cloud technologies "systems of engagement". These twin concepts of systems of record and systems of engagement were initially developed by an AIIM taskforce headed by Geoffrey Moore, the well-known author of "Crossing the Chasm".
His original White Paper is available at AIIM.org/futurehistory. The challenge facing today's organizations is to determine how to gradually minimize spending on legacy systems of record while simultaneously taking advantage of new systems of engagement, and not losing control in the process.