Information Mapping - Solutions For the Financial Services Industry

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The presentation explains how the finacial service industry benefits from clear communication through the use of the Information Mapping method. It contains case studies and testimonials.

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Information Mapping - Solutions For the Financial Services Industry

  1. 1. Chris MacMillan [email_address] Information Mapping Canada Adding Value in Canada’s Financial Industry What is Information Mapping?
  2. 2. Agenda <ul><li>About Us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  3. 3. About Us <ul><li>Serving customers for 40 years </li></ul><ul><li>Information lifecycle solutions </li></ul><ul><li>Training, consulting and technology products </li></ul><ul><li>Trained 800,000+ people around the world </li></ul><ul><li>Large global customer base </li></ul>Part of the Information Mapping Global Partners Information Mapping Canada <ul><li>Exclusive license holder in Canada since 1994 </li></ul><ul><li>Training, consulting and technology products </li></ul><ul><li>Bilingual services </li></ul>
  4. 4. Mapping Clients
  5. 5. Training Solutions <ul><li>Information Mapping training solutions focus on </li></ul><ul><li>Policies & Procedure </li></ul><ul><li>Training Materials </li></ul><ul><li>Online Design </li></ul><ul><li>Reports & Memos </li></ul><ul><li>E-mail </li></ul><ul><li>Training solutions are offered through </li></ul><ul><li>instructor led classroom seminars </li></ul><ul><li>continuous support and capabilities development </li></ul><ul><li>eLearning, and </li></ul><ul><li>train-the-trainer </li></ul>
  6. 6. Consulting Services <ul><li>Content </li></ul><ul><ul><li>Evaluation </li></ul></ul><ul><ul><li>Architecture Design and Development (i.e. intranet) </li></ul></ul><ul><ul><li>Writing and Editing Services </li></ul></ul><ul><ul><li>Re-use Strategy </li></ul></ul><ul><ul><li>Delivery to Multiple Media </li></ul></ul><ul><li>Training Development </li></ul><ul><li>Process Improvement </li></ul><ul><li>Workflow Capture and Design </li></ul><ul><li>Capabilities and Mentoring Services </li></ul><ul><li>Metadata design </li></ul>
  7. 7. Agenda <ul><li>About Us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  8. 8. Current Content/Information Challenges <ul><li>Employee turnover will be a large contributor to information gaps within the next 5 years as significant corporate memory exits the market </li></ul><ul><li>80% of a company’s information is captured but not easily accessible or available </li></ul><ul><li>Increased corporate governance, accountability, regulatory controls and compliance demands require stringent documentation practices </li></ul><ul><li>Information overload!! </li></ul>
  9. 9. Symptoms of Information Overload <ul><li>Costly Mistakes </li></ul><ul><li>Poor Compliance </li></ul><ul><li>Failed or Delayed Audits </li></ul><ul><li>Inefficiency (People, Process, Technology) </li></ul><ul><li>High Translation Costs </li></ul><ul><li>Ineffective Documentation and/or Training </li></ul><ul><li>Poor Quality/Best Practices </li></ul><ul><li>Low Customer Satisfaction/High Support Costs </li></ul><ul><li>Lack of Standards </li></ul><ul><li>Incomplete or Expensive Technology Adoption </li></ul><ul><li>Poor Product Knowledge </li></ul>
  10. 10. Current Trends – What’s changing? <ul><li>Manage content centrally </li></ul><ul><li>Single source publishing </li></ul><ul><li>Re-use chunks of info </li></ul><ul><li>The concept of a “document” is changing </li></ul><ul><li>Users want just in time and just enough information </li></ul><ul><li>Information standards </li></ul><ul><li>Technology must help </li></ul><ul><li>Manage content in a disciplined way – like you manage people and technology </li></ul>
  11. 11. Costs <ul><li>“ Poor documentation and communication costs the Canadian economy $50 Billion per year.” - Queen’s Business School, 2002 1 </li></ul><ul><li>“ ...information workers spend as much as 25% of their time just finding and gathering job-related information.” - Computerworld 2003 </li></ul><ul><li>Basex, a US research firm, estimates information overload will cost the US economy $650 Billion in 2008. – NY Times, 2007 </li></ul>1. Peter R. Richardson, Coping with the Crisis in the Office: Canada’s $50 Billion Challenge ( Queen’s University, School of Business, 2002) http:// www.xerox.ca/whitepaper/White_Paper_2002-04-29.pdf
  12. 12. Agenda <ul><li>About Us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  13. 13. Solution: The Information Mapping Method <ul><li>Information Mapping is </li></ul><ul><li>based on extensive scientific research from a variety of disciplines on how the human brain uses information </li></ul><ul><li>an integrated set of easy-to learn principles, techniques and standards </li></ul><ul><li>subject matter and media independent </li></ul><ul><li>used by leading commercial and government organizations worldwide, and </li></ul><ul><li>scientifically and industry proven to improve productivity and performance in how people write, read, understand and follow information. </li></ul>
  14. 14. Research Results of Information Mapping Research into the effectiveness of the Information Mapping method has revealed the following benefits: For more information on the research into Information Mapping and its effectiveness, click on Information Research into the effectiveness of the Information Mapping method has revealed the following benefits: <ul><li>32% in reading time </li></ul><ul><li>83% in first draft development time </li></ul><ul><li>75% in document revision time </li></ul><ul><li>54% in performance error rates </li></ul><ul><li>57% in the number of words </li></ul><ul><li>50% in writer productivity </li></ul><ul><li>38% in document use </li></ul><ul><li>32% in retrieval accuracy </li></ul><ul><li>10%-50% in improved learning </li></ul><ul><li>85% in long-term recall </li></ul>Decreases of … Increases of …
  15. 15. Software for the Brain Message Design Human Factors Engineering Programmed Learning Documentation Writing Research Instructional Systems Design Cognitive Psychology
  16. 16. Before Dense Difficult To navigate Hard to understand The Wall of Words
  17. 17. After Scanable Easy to navigate Easy to understand Structured Content
  18. 18. The Information Types What must be done? Procedure Process Principle Concept Structure Fact How do I do it? How does it work? What is it? What does it look like? What is true?
  19. 19. The Cognitive Principles Consistency Relevance Labeling Chunking
  20. 20. Presentation Modes E-business connects business systems to  customers  employees  vendors, and  suppliers.
  21. 21. <ul><li>Improvement initiatives </li></ul><ul><li>Business cases </li></ul><ul><li>Proposals </li></ul><ul><li>Knowledge Management </li></ul><ul><li>ISO 9000 </li></ul><ul><li>Business process improvement and redesign </li></ul><ul><li>Everyday communication </li></ul><ul><li>E-mail messages </li></ul><ul><li>Voice mail messages </li></ul><ul><li>Vendor communications </li></ul><ul><li>Client communications </li></ul><ul><li>Policies & procedures </li></ul><ul><li>Safe Work Practices </li></ul><ul><li>Reference Material </li></ul><ul><li>Online navigation design </li></ul><ul><li>Inter/Intranet content </li></ul><ul><li>Call Centre content </li></ul><ul><li>User guides </li></ul><ul><li>Training materials </li></ul><ul><li>Job aids </li></ul><ul><li>Functions </li></ul><ul><li>Marketing </li></ul><ul><li>Project Management </li></ul><ul><li>Strategic Planning </li></ul><ul><li>Regulatory Compliance </li></ul><ul><li>Technical Writing </li></ul><ul><li>Research & Development </li></ul>Information Mapping Applications
  22. 22. Agenda <ul><li>About us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  23. 23. Managing Today’s Challenges <ul><li>Information Mapping provides </li></ul><ul><li>a standard communication approach </li></ul><ul><li>clear, consistent, modular content that is easy to </li></ul><ul><ul><li>create </li></ul></ul><ul><ul><li>find </li></ul></ul><ul><ul><li>use </li></ul></ul><ul><ul><li>remember </li></ul></ul><ul><ul><li>maintain, and </li></ul></ul><ul><ul><li>reuse. </li></ul></ul>
  24. 24. Why Content Must Be Structured <ul><li>Must serve the needs of the human brain to </li></ul><ul><li>find </li></ul><ul><li>understand, and </li></ul><ul><li>recall content. </li></ul><ul><li>Must serve the needs of technology: </li></ul><ul><li>standard structure </li></ul><ul><li>searchable, and </li></ul><ul><li>manageable . </li></ul>Content Structured Content
  25. 25. Organizational Benefits <ul><li>Optimized performance </li></ul><ul><li>Decreased costs </li></ul><ul><li>Faster access to information </li></ul><ul><li>Better decision making </li></ul><ul><li>More efficient training programs </li></ul><ul><li>Better compliance </li></ul><ul><li>Improved morale </li></ul><ul><li>Risk mitigation </li></ul>
  26. 26. Agenda <ul><li>About us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  27. 27. Sample Financial Services Case Studies and Testimonials from … <ul><li>Office of the Superintendent of Financial Institutions (OSFI) </li></ul><ul><li>CIBC </li></ul>
  28. 28. Case Study: OSFI rethinks information to enhance technology <ul><li>OSFI needed to structure their content to gain the desired benefits from their content management technology (CMS) </li></ul><ul><li>IMC trained 250 analysts across the country </li></ul><ul><li>Implemented Information Mapping as the standard for all analysis </li></ul><ul><li>Trained coaches and editors to work with all Mappers </li></ul><ul><li>Information Mapping has improved the value of their CMS enabling single-source updating and content reuse saving OSFI time and money. </li></ul>
  29. 29. OSFI Testimonial &quot;Through the close working relationship that OSFI has with Information Mapping Canada's staff, in particular, Jim Purdy, we have successfully implemented the Information Mapping structured writing method throughout our supervisory work processes. Without the help that Information Mapping Canada's staff have provided and continue to provide, our implementation and realization of the benefits of structured writing in our work processes would not have happened.“ Calvin Johansson Director, Financial Conglomerate Group
  30. 30. Case Study: CIBC improves call centre efficiencies <ul><li>CIBC call centre service specialists were complaining about the quality, quantity, and accuracy of the information needed to answer customer inquiries </li></ul><ul><li>Frustration with the information was negatively affecting call time length and overall customer satisfaction </li></ul><ul><li>Working with two subject matter experts, IMC “Mapped” and restructured the 300 page manual in eight weeks </li></ul><ul><li>(Results on next slide) </li></ul><ul><li>Note: The client sponsor was so pleased with this project they engaged IMC’s services again to rewrite a massive 3000 page back office operations manual. </li></ul>
  31. 31. CIBC Case Study Results <ul><li>Information is easy to understand. </li></ul><ul><li>I am new to the floor, and the information is easy for me to understand. </li></ul><ul><li>Very thorough. </li></ul>90% Completeness, accuracy, and clarity - or how thorough and easy to read: <ul><li>Table of contents is good </li></ul><ul><li>The “pick and click” method is user friendly and much better than scrolling up and down. </li></ul>84% Measuring structure - or how logically the information fits together: <ul><li>Changes made have helped to organize the materials. </li></ul><ul><li>Topics can easily be found. </li></ul><ul><li>Improvement is remarkable! </li></ul>87% Usability - or their ability to find and understand information: Comments % who scored 4 or 5 out of 5 When asked about …
  32. 32. Call Centre Manual “Before”
  33. 33. Call Centre Manual “After”
  34. 34. Agenda <ul><li>About us </li></ul><ul><li>Today’s Content Challenges & Costs </li></ul><ul><li>Solution: The Information Mapping Method </li></ul><ul><li>Managing the Today’s Challenges </li></ul><ul><li>Sample Financial Services Case Studies </li></ul><ul><li>Other Testimonials </li></ul>
  35. 35. Testimonials “ In spring 2006, Dundee undertook a major system conversion project. As part of this project, Information Mapping® method was selected to develop training documentation. Realized benefits have included a marked reduction in number of calls to the help desk. The new enhanced usability of our Mapped training documentation spread to other senior department heads who have adopted the methodology; improving both the clarity and usability of materials and documentation.” Iryna Reim Director Learning & Organizational Development
  36. 36. Testimonials, cont’d “ Using Information Mapping is like winning the communications lottery. We used it to document our highly complex development initiative. Now our documents and Web site give people what they need to know, when they need to know it.&quot; Janet Lawlor Information Technology Branch, Application Architect CRA
  37. 37. Testimonials, cont’d “ Information Mapping has helped our training group put consistency in place through the design phases of our training documents. We use Information Mapping daily to give a professional impression to our clients when they come over to us for all types of training. Info Mapping has reduced the development time, the length of our documents and has become a standard tool in our training department. Our clients have complimented the quality of our written documents and are now getting used to the “new and consistent look” of our documents which in the end makes it easy to learn!&quot; Joanne Desormiers Learning Consultant CTFS Lifelong Learning Canadian Tire Financial Services
  38. 38. Testimonials, cont’d “ Our group uses the Information Mapping method as the standard for developing process documentation. As a result, process stages are documented in a clear and logical sequence, and the use of foot notes buried at the end of the page has significantly decreased. The Mapping structure enables our writers to proactively identify any process gaps, and our use of “if/then” conditional statements helps our end users make the right decisions. This is helping us to create and deliver more complete and accurate process documentation with fewer requests for clarification.” Pina Cappuccitti Senior Manager, Business Design, P&C PO Canada, T&O BMO Financial
  39. 39. Testimonials, cont’d “ I found the Information Mapping Canada team to be extremely dedicated and professional. They worked with us to develop training program support materials based on a few notes I'd prepared and some conversations we'd had. Their work was impeccable with the appropriate level of detail, yet intuitive and clear and delivered on time and on budget.” Marg Ellard, CMA, CA, FCMA Director, Portfolio Accounting and System Support Farm Credit Canada
  40. 40. Testimonials, cont’d “ This was an excellent seminar that will help me save time when working on my documents. I learned more practical skills in three days than I learned during a one-year post graduate program in communications. I was very impressed and I am sure that my work will benefit greatly!“ Jennifer Bourque Documentation Specialist CI Investments
  41. 41. Testimonials, cont’d “ Information Mapping is such an essential tool for the creation of documentation; I wish it was mandatory requirement for all employees!” Donna Eplen Training Specialist Manulife Financial
  42. 42. Thank you. For more information please contact: Chris MacMillan Director, Business Development (416)769-7016, ext. 210 [email_address]

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