Finding people #1 Intranet task

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Why "Find People" is so important on Intranets and how to act to improve it. From last years Customer Carewords webinar

Finding people #1 Intranet task

  1. 1. Improving Find People: #1Intranet Task Brian Lamb brian@customercarewords.com
  2. 2. Brian Lamb www.customercarewords.com
  3. 3. Finding people is #1 intranet task13 Intranet polls...15,000 Intranet users...4 Countries...Brian Lamb brian@customercarewords.com
  4. 4. TASK % Score Find people (phone 10 directory/book, expert) News 7 Procedures, policies, guidelines, 5 standards Training, learning, courses 5 Find Forms 4Brian Lamb www.customercarewords.com
  5. 5. So what?Brian Lamb brian@customercarewords.com
  6. 6. NO NAMEBrian Lamb www.customercarewords.com
  7. 7. Who can give me Who can the latest thinking? collaborate on Who has this project? experience with this material? Who has worked Who knows with customers in what I need to this industry? know?http://www.flickr.com/photos/simon_aughton/ Brian Lamb brian@customercarewords.com
  8. 8. I’ll call HR and I’ll get a meeting see who has I’ll go ask John he with Pauline she will the right probably knows know expertise I’ll just mail I’ll just mail everyone asking everyone the reporthttp://www.flickr.com/photos/simon_aughton/ Brian Lamb www.customercarewords.com
  9. 9. Find a person test results115 tests of find a person tasks...4 companies, 3 countries...44% Failure rate14% DisasterBrian Lamb brian@customercarewords.com
  10. 10. Time wasted unnecessary / irrelevantemail = 30minutesEstimated cost, 10,000 employeeorganisation = $152millionIf 1% about finding people, cost =$1.52millionCohesiveKnowledge.com shared cumulative results from more than 1,000corporate employee surveys conducted in 2005 as feedback from their emailefficiency workshops Brian Lamb www.customercarewords.com
  11. 11. Mary Meeker, 2010
  12. 12. A best practice exampleBrian Lamb brian@customercarewords.com
  13. 13. http://www.ideo.com/work/the-tube/ Brian Lamb www.customercarewords.com
  14. 14. http://www.ideo.com/work/the-tube/Brian Lamb brian@customercareowrds.com
  15. 15. PROJECTBrian Lamb www.customercarewords.com
  16. 16. Brian Lamb www.customercarewords.com
  17. 17. Jam Interest Group http://www.flickr.com/photos/earthworm/with/34015432/Brian Lamb brian@customercarewords.com
  18. 18. http://www.flickr.com/photos/sirbaleee/Brian Lamb www.customercarewords.com
  19. 19. Work out what finding people means in current environmentwww.wordle.com Brian Lamb brian@customercarewords.com
  20. 20. Find a person experts http://www.flickr.com/photos/seattlemunicipalarchives/Brian Lamb www.customercarewords.com
  21. 21. Finance Bottom upBrian Lamb
  22. 22. People outside the formal organisation Bottom upBrian Lamb brian@customercarewords.com
  23. 23. GovernanceBrian Lamb www.customercarewords.com
  24. 24. Governance Sample governance model – large-sized financial services firm (Source: Prescient Digital Media)Brian Lamb brian@customercarewords.com
  25. 25. Governance Find a person Search AN Other task manager manager manager Sample governance model – large-sized financial services firm (Source: Prescient Digital Media)Brian Lamb www.customercarewords.com
  26. 26. Finally Measure improvementsBrian Lamb brian@customercarewords.com
  27. 27. More Find a Person• Follow @Mr_FindaPerson• http://findaperson.tumblr.com/• White paper from brian@customercarewords.com• Slide presentation & webinar recording• www.customercarewords.comBrian Lamb

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