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Papers

Cumulative complexity:
Understanding the scope of digital
asset liquidity, continuity, and viability
Ben Howell Davis
is Principal Consultant, Davis International Associates, a digital asset solutions provider focused on strategic planning for long-term
digital continuity. Formerly he was Senior Scientist and Strategic Director for Media and Entertainment, Razorfish, Inc.; Manager of
Communications, Getty Information Institute, and Manager, Electronic Publications, Getty Trust Publication Services, Los Angeles.
Previously he was a research associate at the Massachusetts Institute of Technology, Manager of the AthenaMuse Software
Consortium at the Center for Educational Computing Initiatives (MIT/CECI) and Manager of the Project Athena Visual Computing Group.
He was also an instructor at the MIT Media Lab, a Fellow at the MIT Center for Advanced Visual Studies, and a lecturer in the MIT
Visual Arts Program. His publications include art and technology reviews for Scientific American Magazine and Time and Bits:
Managing Digital Continuity, and When Everything Learns.

Keywords: content, production, distribution, intellectual property, continuity, interface,


migration, streaming media, cross-platform, metatagging

Abstract With apologies to Karl Marx, there is a specter haunting digital technology. That
specter is ‘‘cumulative complexity.’’ Finding a way to understand this situation may be useful in
illuminating the scope and intensity of the challenges in digital asset management. Operating,
acquiring, merging or divesting a digital enterprise requires comprehensive digital asset
management at every level all the time.

CUMULATIVE COMPLEX a human level and simultaneously understood


DIGITAL EPHEMERA and interpreted on the computational level. This
With apologies to Karl Marx, there is a specter is the distinguishing factor of the digital asset.
haunting digital technology. That specter is Digital information simultaneously interacts
‘‘cumulative complexity.’’ We know three with humans and with computer systems and
things about complexity from current research this conditions begets more complexity.
into complexity theory: In addition, digital is evolving as it is being
understood. The primary mechanism for this
. complexity increases with evolution evolution is networking — everything that can
. complexity begets complexity communicate will. On the World Wide Web, an
. complexity increases with connectivity. electronic publication speaks to the world of
humans as well as the world of computer
Digital technology produces evolving complex systems. The depth of asset creation and
ephemera. As Gertrude Stein would have movement is staggering. In digital asset creation
Ben Howell Davis described digital ‘‘when you get there, there is novelty becomes the required. The rapid
Davis International no there.’’ With digital there are only bits. demand for hyperlinks, interactive graphics, full
Associates,
1064 Long Cove Road, Digital production systems are ephemeral, digital motion video, and sound on the web are all
Port Medway,
Nova Scotia,
content is ephemeral, digital communication is evidence of novel ideas becoming standards.
Canada BOJ 2TO ephemeral, digital storage is ephemeral — digital Digital planning, production, communication,
Tel: +1 902 521 7040
Email: bend@ca.inter.net assets are ephemera. and preservation are now an evolving
Digital content is content that is understood at environmental condition. Current

16 JOURNAL OF DIGITAL ASSET MANAGEMENT Vol. 1, 1 16–24 # Henry Stewart Publications 1743–6540 (2005)
Understanding the scope of digital asset liquidity, continuity, and viability

methodologies for digital asset management are for modeling opportunities, and tools for risk
rooted in experiences in the library and museum analysis and decision making are beginning to be
communities, the digital solutions and design developed to track the viability of assets into the
disciplines, the communication and future.
entertainment industries, and law. Future
methodologies may be found in ecology, Enterprises that manage digital liquidity,
bioscience, and the cognitive and neurosciences. continuity, and viability create architectures of
Digital assets are created and maintained in assets that must be aligned and integrated so that
support systems architecture, in digital assets communicate on all three levels.
production tools, in digital content Committing to digital solutions that seamlessly
development, in taxonomy development, in user address these concerns is serious, core business
destination designs, in audience interactions, and practice. Solutions need to be considered for
in legal monitoring. Being digital means proactive management of digital assets that focus
everything should be accounted for, everything on reducing production costs and creating new
can communicate, everything has value, revenue opportunities as well as protecting
everything could be reused, and everything content.
could endure. Operating, acquiring, merging or Digital inventories are ever expanding. The
divesting a digital enterprise (and what enterprise growing use of the web, e-commerce,
isn’t digital now?) requires comprehensive digital broadband, the proliferation of peripheral media
asset management at every level all the time. devices, the consumer demand for streamlined
What sort of framework for understanding this access to exciting new forms of content, the
cumulative complex condition might be useful? increasing deployment of streaming media, the
necessity for legal protection of assets, and the
WHAT IS CUMULATIVE quest for new revenue streams and improved
DIGITAL COMPLEXITY? workflow efficiency all require deep asset
Cumulative digital complexity arises from three solution strategies.
interlinked conditions: The focus on efficiencies is especially relevant.
Efficiencies maximize production budgets,
. Digital liquidity refers to how digital assets are prevent asset loss or redundant asset production,
created and used. Factors that influence the degree ensure asset availability for cross-platform
of liquidity are the strategic plans for maximizing distribution, provide security for valuable assets,
a return on the initial investment in digital support partner relationships and provide
production, anticipated types of screen platform specific access modes for internal or
destinations like mobile, PC, broadband and/or business to business (BtoB) operations. Successful
print, plans for repurposing various types of digital alignment and management allows the
production, and interface design. realization of new revenue opportunities,
. Digital continuity refers to how digital assets are protects asset rights, tracks asset usage, and
stored and accessed. The longevity of digital allows for incremental asset utilization.
materials is a topic of high interest. Digital Currently, industry terminology for systems
technology produces fragments of projects in that manage digital liquidity, continuity, and
great quantity. Strategic planning for format viability are digital asset management (DAM),
conversion, migration, and usage frequency content management systems (CMS), and digital
involves understanding and implementing rights management systems (DRM).
evolving standards, metadata, storage formats, and Digital asset management systems digitize
search/access tools that involve sophisticated physical media assets into storage systems. These
common vocabularies. Attention to digital systems leverage metadata structures to support
continuity ensures the long-term use of assets. asset cataloging and rights licensing policies.
. Digital viability is concerned with how the use of Content management systems support digital
assets is measured. Increasingly, the digital asset management by providing intelligent access
enterprise must justify budgetary expenditures for tools to asset storage and archival facilities.
liquidity and continuity methods and practices. Content management systems also enable edit
Tools for measuring return on investment, tools capabilities to support the pre- and post-

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Davis

production phases of content development. profile information, and monitor and bill for
Digital asset management and content usage.
management systems identify most valued assets
based on liquidity, reusability, scalability, CUMULATIVE NETWORK ISSUES
interoperability, and accessibility. They design To better understand the scope and depth of the
asset cataloging and metatagging foundations, digital asset management condition, a look at
digitize and archive priority assets, create core network architecture is useful. The technologies
licensing rules, and identify critical legacy system that support digital ephemera are network
integration initiatives. DAM/CMS validate systems. Networked digital technology used for
current core technologies, search features, production and distribution is a multi-layered
processes, rules, manage risks of asset loss or system. There is a standard seven-layer (level)
redundancies, ensure asset availability for cross- technical model for networked digital
platform distribution, and ultimately optimize technology that describes ways in which lower
user experience. levels affect higher levels and ways in which
Digital rights management solutions help higher levels do not (and cannot) know the
solve legal and logistical business problems details of lower levels.1
through asset security and rights protection. The lower levels provide common
Digital rights management solutions control functionality that can be used by different
asset usage and enable the collection of usage implementations of the higher levels. The
fees. Digital rights management implements asset standard levels are traditionally numbered from
tracking, builds order management, enforces the bottom (1) to the top (7), the top being what
access, enables cross-market with partners and the system user sees and interacts with. Levels
enterprise divisions, and bills for asset usage. 8–10 are here added to represent additional
DRM encourages the exploration and concerns now apparent in digital asset creation
implementation of various tools for securing and distribution. Everything starts with the
assets, creates new business models around physical (machines, wires), so that is why it is
monetization and digital distribution of content, level 1. The model is shown in Figure 1.
enables licensing/syndicating content and/or Hardware engineers deal with level 1. System
interactive programs, can facilitate wireless/e- engineers commonly speak of working on a
games (subscription, pay-per-use), creation of layer 2 or 3 problem. Communication engineers
custom applications for classroom learning, deal with levels 4 and 5. A user or an application
airlines, and entertainment venues. DRM can developer interacts with the top levels 7–10,
facilitate ad-wrapped content, product which represent access (a login window for
placement, merchandising, allow for consumer instance) to the application (Netscape) and
data collection and targeted marketing, content (electronic book).
implement usage tracking systems, capture user The digital production may use application

Top

10. Distribution: web, warehouse, navigation schemes, strategic design, graphic look and feel, audience
mediation, content administration and maintenance.
9. Content and medium: appropriate media, writing, editing, design, development, production, marketing.
8. Production application: specific programming for publishing, metadata, conversion from print to electronic.
7. Application: layer where instructions or requests are received and executed at the operating system level.
6. Presentation: file transfer protocol program, Netscape browser window.
5. Session: individual connection to network.
4. Transport: Transmission Control Protocol (TCP), which works over Internet Protocol (IP).
3. Network: includes routing, IP network addresses, and everything else needed to make the internet work no
matter what specific network technologies are at the lower levels.
2. Datalink: includes ethernet protocol or point to point protocol (PPP) over a T-1 line.
1 Physical: machines, cables, wires, etc.

Bottom

Figure 1: Ten layer technical model of networked digital technology

18 JOURNAL OF DIGITAL ASSET MANAGEMENT Vol. 1, 1 16–24 # Henry Stewart Publications 1743–6540 (2005)
Understanding the scope of digital asset liquidity, continuity, and viability

layer software to display or interact (link) with DIGITAL ASSET COMPLEXITY


other material. The electronic author can use Digital production appears to be shaped by eight
application software to write material that is forces all of which are necessary to production
interactive. and distribution. All of these forces seem to be
The final material, however, has been shaped constantly changing and shifting and creating
based on its content, not by arbitrary uses of the assets:
lower technology. The electronic author need
Concept: information design, the future of
not technically know how any of the underlying
words and images in the digital domain. These
levels work but he/she must be aware of the
are the creative factors that drive the initiation,
potentials and limitations of levels 7–10 in order
development, and implementation of digital
to make judgments on how to treat content.
resources. All sorts of planning, prototyping,
Authored material is administrated into various
communication, strategic, and risk factoring
schemes for navigation purposes and for visual
assets are created during a concept phase.
impact at the distribution level.
Product: editorial, time constraints, physical
The top three (8–10) levels must work in
media limitations such as the capacity of a CD-
parallel. Content must be developed and
ROM/DVD, non-physical media like the web,
seamlessly created for the specific medium in
etc. These are the realities that constrain the
which it will be distributed. Content creators
form of the final product and create branding
must work directly with application developers
and marketing assets as well as the product
and distribution designers. Users interact with
assets.
content, pass communication back to content
Accounting: capital and operating expenses,
creators who interact with applications to apply
revenue, online subscription, license fees,
feedback to improve infrastructure, and so on
budgeting for maintenance of digital material
down the chain. Ultimately something may
over time, etc. These are the constraints that
affect hardware as a final solution to a content
determine the asset status and future re-
reaction — a new scanner is needed because
purposing of digital assets.
users don’t like the quality of a digital image, for
Legal: intellectual property such as copyright,
instance.
trademark, licensing agreements. These are the
At every level a different form of digital asset is
risk factors inherent in doing business as a digital
created and will require maintenance over time.
producer.
Digital assets are ‘‘architected’’ as well as
Technical: software and hardware required,
authored. That is, the content is designed so that
bandwidth limitations, future opportunities, etc.
it communicates with the computer on whatever
These are both the opportunities and constraints
level necessary to make the content perform for
inherent in free-market technology.
the user. Adding a link to a text is now a
Archival: asset management, preservation,
common information architecture on the
reuse, record keeping, etc. These are the long-
internet that makes the computer layers perform
term realities of committing assets to a digital
in such a way as to connect the user to some
form.
other system, document, or program and at
Transactional: e-commerce, advertising,
the same time transport the reader to other
promotion, audience data gathering, etc. An
content separate from the document he/she is
ever-evolving electronic marketplace requires
involved with. An electronic article comparing
participation in order to gain competence.
Israeli history with Palestinian history might
User: audience, communication, relationship
instruct a person to access related information
building, marketing, etc. These are the forces
on British colonialism. An interpreted applet
of individual choice, mass appeal, and asset
(small, one-function application) would instruct
value.
a computer to pass data to a network server to
access the information — that server can be All of these forces make some kind of demand
anywhere in the world, as can the reader of on technical infrastructure as well as shape the
the article. The digital assets created, updated, quality of the product. All of these forces have
and preserved to facilitate this condition are to be considered when creating and
vast. implementing information architecture as well as

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content. The forces must be integrated, both The AAT first appeared as a three-volume print
technically and conceptually, for successful publication in 1990. In 1992 the Authority
production. Reference Tool (ART) software was created to
An interesting example of levels of cumulative allow computer access to the data in the first
complexity is the history and evolution of the J. edition. By the time the second edition was
Paul Getty Trust’s Thesaurus of Art and published in 1994,2 ART was improved to allow
Architecture2 (AAT) from print to electronic immediate access to the data, to make it easy to
publication at the Getty Center in Los Angeles. navigate through the thesaurus, and to make it
The Getty Center is an $8bn dollar trust for the possible to copy terms from the thesaurus to a
arts and culture that includes art object holdings, database record. This last feature made the AAT
library materials, conservation technologies, and a production tool as well as a reference tool.
many philanthropic programs as well as ART was designed to run on PC-DOS or
maintaining a $2bn dollar arts center and MS-DOS and was never updated for Windows
museum. 95 or Windows NT. Since 1996 it has not been
Cumulative reference works like very useful. Since 1997 the AAT has been
bibliographies and thesauri are naturals for the available as a licensed download from the Getty
digital domain because they are works that are website without any accompanying software.
essentially never complete. Their contents Licensees incorporate it into their own software
accumulate from a variety of sources and they applications or have an interface built for it. The
are published at regular intervals. AAT was also prototyped as a filtering agent for
The AAT celebrated its 20th anniversary in search engines in 1997–98 and proved very
2000. Development of the idea began in 1979–80 successful as a way to narrow searches on the
and took ten years to bring to press. The internet. This last application has carried the
thesaurus embraces the cumulative reference AAT from a print publication to computer
concept and collaborative authorship style that application to an internet browser to an internet
make it a natural for digital publication. It search enhancement. The Art and Architecture
collects synonyms for describing works of art Thesaurus is a prime example of the way
and architecture from a variety of international developments in technology parallel the utility
sources, vets the terminology, and establishes of a cumulative reference literary form. If we
standard vocabularies. The decade after its apply the forces matrix to the AAT:
inception witnessed the development of the
Concept: large-scale thesaurus for art and
microcomputer, the proliferation of online
architecture terminology
databases, and the beginnings of collection
Product: licensed download
management software. This had an effect on the
Accounting: capital cumulative asset, licensed
automation of art and architecture collections.
Legal: Getty copyright
From its beginning, the AAT was thought of as
Technical: hierarchical text, software potential
a standard vocabulary tool for the new
Archival: cumulative update that can migrate to any
electronic databases. The notion of a print
digital media — currently as ftp access
version was somewhat secondary to the necessity
Transactional: nonexclusive license for sliding scale
for an electronic version. Researchers and
of fees
scholars, in describing their work, had clearly
User: well-established user base with good new user
articulated the problems:
market opportunities — including search engine
market, need and information never becomes dated.
. the agony of tracking down information when
indexes are inadequate The example of AAT is important on many
. the difficulty of organizing visual and written levels. It makes the case that publishing does not
information mean books per se. Publishing means the shaping
. the threat of losing information due to lack of of content. Content created to perform in the
certainty of what the information is called in constraints of the paper page may be freed by
different indexing systems digital publishing to become not only new
. the impossibility of finding what you need in content but a variety of new opportunities as
unindexed archives.3 well like search engines.

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Understanding the scope of digital asset liquidity, continuity, and viability

This example points to larger issues having to . financial information systems


do with production. Digital transmittal, the . library and collection management systems
integration of publication databases, online . specialized database systems
licensing, conversion of pre-press materials to a . web browsers
variety of formats, issues of digital workflow, . image collection systems
archiving, repurposing, dynamic publication . subscription system
catalogs, third-party agreements, and how to . publication inventory and fulfillment systems
establish criteria for deciding what form a . bookstore inventory systems
publication might take are all concerns that . web e-commerce.
make managing aligning digital assets critical.
At some point, most of these systems will need
ART COLLECTIONS VS to communicate with each other in order to
INDUSTRY COLLECTIONS have an efficient means for cataloging,
Another way of illustrating the scope and researching, producing, advertising, distributing,
complexity of digital asset management is to archiving, accounting, rights verification,
look at the differences between traditional revenue projection, licensing, and
cultural museums and archive and industrial communication, both internally and externally.
collections. In museums individual objects are of These systems will be the infrastructure of
value and increase in value over time, requiring intranet, extranet, for uses with external
stable long-term systems of asset management. partners, collaborators, etc, and internet use of
Industry archives are composed of individual digital publications for the general public.
objects, groups of objects, production artifacts, An industry archive will have most of these
and marketing materials that can be of value same asset generating components in addition to
depending on historic and market demands. an enormous interest in licensing, reuse,
Industry archives require variable, flexible, marketing, customer relations, and a wide range
scalable, strategic systems for asset evaluation and of potential market interests and future
management. opportunities. Warner Bros.’ archive, for
An arts organization is unique in that it instance, holds over 80 million assets — films
functions as a school, a museum, a library, a and all the physical properties that go with them
laboratory, and a fiduciary. It is public and — animation cells, digital production materials,
private, academic and corporate in its props — the list is obviously enormous.
management. It serves both the general public Although the entertainment industry is probably
and a variety of highly specialized audiences, the extreme example it is not difficult to
from art historians to the general public. It may envisage the universe of digital assets and what
give grants, sell products, and distribute products they represent as capital to a company.
freely as a public service. The introduction of Industry is already beginning to experiment
networked digital technology into the with new forms of payment for distributing
organization will affect internal and external digital assets. Change in payment systems will
communications, publishing, record keeping, create huge new challenges in the form of
accounting, financial services, and investing ‘‘micropayments’’.4 Charges for digital
activities. The following partial list offers an information could start as low as two
example of the complexity and number of hundredths (0.02) of a cent, would be a very
computing systems in an arts organization: swift debit/credit transactions at very low
transaction cost — a tenth of a cent and up,
. general computers, servers, network and depending on security, volume, speed — and
telecommunication systems would be done by automated systems. Micro-
. collections management systems payments would be necessary in a
. public kiosks ‘‘disintermediated’’ system, a system that is direct
. visitor reservations system to the consumer via electronic delivery.
. contact management and mailing list system Prices are dependent on transaction costs, the
. facilities work order management systems cost of shipping, storage, markup, promotion,
. human resources management systems advertising, storage as well as production costs

# Henry Stewart Publications 1743–6540 (2005) Vol. 1, 1 16–24 JOURNAL OF DIGITAL ASSET MANAGEMENT 21
Davis

like editing, markup/typesetting, and server. In inventory of intellectual property rights for
the micropayment scenario, transaction costs will materials in electronic form. In its broadest
drop to virtually nothing and micropayments implication, an intellectual property assessment
will allow instantaneous payment, thus taking generally means determining:
the billing costs out of the charge.5 In the new
micropayment option, transaction and . whether you have all the necessary rights to
intermediation costs plummet, prices become exploit an item in whatever venue or medium
dictated by the nature of publisher, author, and you intend to use it (print, electronic, advertising,
content almost exclusively. In the micro- performance, etc)
payment world there could be: . whether you have taken or can take the necessary
steps to adequately protect the item from
. five or ten-year cost recovery timetable, without unlawful use by others in current and future
any significant cost for storage media.
. continuous-update subscriptions
. fragment fees (0.02) worth per paragraph, section, The answers to these questions will depend to a
article, or segment large extent on the way an organization decides
. variable quality with expense based on how high to use its intellectual properties. At this point, it
a resolution is desired is difficult even to estimate the scope or cost of
. image with explanatory background for extra cost this kind of review without knowing how
. pricing by audience demand complex the histories of the various properties
. pricing by audience type are. A complete review might focus on the
. pricing by time in broad or narrow increments of developers and/or creators of the items, their
minutes, days, months relationships to the organization at the time the
. shareware knowledge items were acquired or developed (eg,
. pricing by knowledge level/filtration/server employees, contractors, or contributors, etc) and
processing the sort of agreements they have or had with the
. pricing by update frequency organization.
. institutional discounts Some initial issue spotting could be done
. association membership discounts. before a definitive plan was implemented. For
instance, a sample of properties from the various
Standard variables such as content, the audience, parts of the organization could be looked into as
the author’s demands, and the ongoing costs are a way to model the process. The range of
now compounded by a potential for a wide intellectual property issues is broad and could
variety of consumer desires unique to electronic include:
publishing such as print on demand or usage of
portions or fragments of publications. The new . publications
demands on the producer may be: . public affairs materials
. contemporary works
. development of support infrastructure . web materials
. explanatory material . contracts
. ethical choices regarding prices . licenses
. acquisition strategy changes . scholarly works
. rethinking of the ‘‘unit’’ (the book, periodical, etc) . agreements
. flexibility of production . software
. direct relationship with customer . library materials.
. multiple intermediaries
. subsidiary rights/contractual diversity Typically the process for developing successful
. micro-royalty mechanisms. communication architecture alignment involves
intensive strategic planning including an asset
THE FUTURE inventory, a needs assessment, a thorough
One area that will be increasingly important to understanding of existing systems and practices,
the future of digital asset production is an and an examination of data collection criteria.

22 JOURNAL OF DIGITAL ASSET MANAGEMENT Vol. 1, 1 16–24 # Henry Stewart Publications 1743–6540 (2005)
Understanding the scope of digital asset liquidity, continuity, and viability

Planning and preparing reviews of standard significant to customers’ needs and lifestyles
vocabularies for describing assets, reviewing including dates and events that personalize the
standards for continuity and longevity, customer experience. Continuing education
understanding cross-media definitions, and departments at some universities are beginning
applying insights into methods and practices are to use CRM systems to track what courses
critical. Solutions require defining requirements students have taken and inform them of new
and alignments and in most cases customization offerings that may be of interest to their career
of systems and configurations. directions. The notion that continuing education
Organizational information systems need to is life-long learning makes CRM an attractive
be interoperable, have consistent technical tool for retaining students far into the future and
compatibility for future relationships, and keeping enrollment at peak levels. The education
develop a core of criteria for judging consumer is not a new idea for universities but
functionality. Resources for production, CRM makes it possible to communicate with
development, communication archiving, and students in a substantive way that provides the
accounting — both financial and intellectual university with data on educational trends while
property accounting — become increasingly encouraging brand loyalty from customers. The
dependent on consistent overall technology data that these CRM systems generate are
architecture. Internal and external uses of digital invaluable in marketing campaigns and kept
material have an effect on intellectual property over long periods, can reveal potential sources of
rights, storage and preservation of digital assets, future revenue as well as guide institutional
on leveraging advantages vis-a`-vis internet use, investment.
and on the strategic long-term goals and mission
of the organization. The organization’s digital
library and asset management systems, electronic
THE NEW PAST
With the advent of digital technology, the great
publishing initiatives, image delivery systems,
variety of options open to creating content in
digital archives, and cumulative digital assets will
different forms is constantly expanding. Asset
need to be seen as threads that require careful
production now includes knowledge of complex
management. New threads are constantly being
digital systems, electronic distribution, industry
added like customer relationship management
directions, and vision of future opportunities.
systems (CRM).
This is especially true where highly sophisticated
When customer call centers began using
development requires that everyone involved
software to collect data on each caller, computer
must understand something about every aspect
telephony integration (CTI) became a business
of a digital project — from the mission of the
function. The logical extension of this became
organization to the nature of source material as
CRM with the move of the CTI database
well as the quality of design, production,
information back into the organization.
distribution, audience, and technology. The
Managing relationships with customers is not a
client and the service are merged by alignment
new idea but the notion of a level of sales
in digital communication. The continuity of the
automation with CRM is irresistible. This means
resulting assets is rapidly becoming a new kind
that information from the sales force could be
of digital currency.
retained and potentially used to guide product
development. Costs are attached to integrating
CRM systems with existing IT systems, aligning References
information architectures, and creating links to 1 Getty Research Institute (2002) Art and Architecture
other digital assets, content, and rights Thesaurus, J Paul Getty Publications, Los Angeles.
2 Petersen, T. (1994) Introduction to the Art and
management systems. Systems alignment and
Architecture Thesaurus, Vol. 1, in The J. Paul Getty
integration costs can be three to five times initial
Trust Bulletin (Fall 1994): 4–5.
CRM licensing. CRM has to be thought of 3 Ibid.
strategically rather than as a repository for 4 Jensen, M. (1998) Getty Publications Seminars,
customer data. CRM is most effective when it Getty Centre, Digital Publishing, Los Angeles.
wins new customers and retains existing ones. Since Jensen’s lecture, ebrary, Inc., an electronic
CRM can prompt sales people with information publisher associated with Adobe Systems, Inc. has

# Henry Stewart Publications 1743–6540 (2005) Vol. 1, 1 16–24 JOURNAL OF DIGITAL ASSET MANAGEMENT 23
Davis

begun (June 2000) to institute the micro-payment Further reading


concept for accessing online materials by allowing Connected: An Internet Encyclopedia,
users to copy parts of free documents for a www.freesoft.org/CIE.
minimum payments of 15 cents per page. Davis, B. H. and MacLean, M. (2000) Time and Bits:
Payment is made with the online equivalent of a Managing Digital Continuity. J. Paul Getty Trust
phone card. Publications, Los Angeles.
5 When databases provide human-free billing, the Kauffman, S. A. (1993) The Origins of Order: Self
phone bill will drop even further. Organization and Selection in Evolution, Oxford
University Press, Oxford, UK.
Modis, T. (2003) Forecasting the Growth of Complexity
and Change, DUXX Graduate School of Business
Leadership, Geneva, Switzerland.

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