Ch. 1. Empowerment
Ch. 2. The memory problem
Ch. 3. The corporate memory and records management
Ch. 4. The document as a verb
Ch. 5. Valuing documents
Ch. 6. The corporate memory manager
Ch. 7. The technologies
Ch. 8. Performance centered learning
Ch. 9. Workflow
Ch. 10. Improvements
Ch. 11. Making it happen
App. ISO standard.