The proficient use of Enterprise Content Management systems for access and use of records for decision-making

Abstract

The paper critically reviews literature on Enterprise Content Management Systems (ECMS). The paper argues that previous studies do not address the complete implementation process of the ECMS. The focus of previous studies has been on the pre-deployment and the actual use of ECMS, leaving out the proficient use of the ECMS after deployment. This paper reviews 43 publications on factors that contribute to the proficient use of the ECMS to access and use records with the aim of determining the current state of knowledge on the subject. The paper reveals that continuous ECMS training; change management and awareness programmes; access to the system by all staff; a robust Information and Communication Technology (ICT) infrastructure for continuous accessibility of the system; integration with existing records producing systems; compliance with legislation, standards, and policies are enablers for the proficient use of ECMs. However, publications on access to the ECMS by all staff and compliance with legislation, standards, and policies, were scarce. Therefore, an agenda for future ECM research is suggested. In addition, the paper proposes a conceptual framework to guide organisations on success factors to consider before, during, and after deployment of an ECMS to facilitate access and use of records. The paper is significant in that it identifies gaps where further research is needed as well as applicable research approaches to be explored in future studies. In addition to contributing to electronic records management and ECM research, the proposed conceptual framework may be used for future studies and to guide ECM strategies.