Abstract
Over 90% of business records today are available in electronic form. With vast increases in electronic business content being generated and received daily, companies must now consider new approaches for organizing and categorizing their content (e.g. emails, documents, pdfs) to meet operational and compliance needs. Enterprise Content Management (ECM) Software has been suggested as a solution to address these needs. This paper develops a framework for the usability testing of a commercial ECM product being evaluated by a large professional services firm. Using this framework, the study assesses five key dimensions of usability including effectiveness, efficiency, satisfaction, ease of use and performance. The study is qualitative.