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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

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

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  • 1. Improving Find People: #1Intranet Task Brian Lamb brian@customercarewords.com
  • 2. Brian Lamb www.customercarewords.com
  • 3. Finding people is #1 intranet task13 Intranet polls...15,000 Intranet users...4 Countries...Brian Lamb brian@customercarewords.com
  • 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. So what?Brian Lamb brian@customercarewords.com
  • 6. NO NAMEBrian Lamb www.customercarewords.com
  • 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. 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. Find a person test results115 tests of find a person tasks...4 companies, 3 countries...44% Failure rate14% DisasterBrian Lamb brian@customercarewords.com
  • 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. Mary Meeker, 2010
  • 12. A best practice exampleBrian Lamb brian@customercarewords.com
  • 13. http://www.ideo.com/work/the-tube/ Brian Lamb www.customercarewords.com
  • 14. http://www.ideo.com/work/the-tube/Brian Lamb brian@customercareowrds.com
  • 15. PROJECTBrian Lamb www.customercarewords.com
  • 16. Brian Lamb www.customercarewords.com
  • 17. Jam Interest Group http://www.flickr.com/photos/earthworm/with/34015432/Brian Lamb brian@customercarewords.com
  • 18. http://www.flickr.com/photos/sirbaleee/Brian Lamb www.customercarewords.com
  • 19. Work out what finding people means in current environmentwww.wordle.com Brian Lamb brian@customercarewords.com
  • 20. Find a person experts http://www.flickr.com/photos/seattlemunicipalarchives/Brian Lamb www.customercarewords.com
  • 21. Finance Bottom upBrian Lamb
  • 22. People outside the formal organisation Bottom upBrian Lamb brian@customercarewords.com
  • 23. GovernanceBrian Lamb www.customercarewords.com
  • 24. Governance Sample governance model – large-sized financial services firm (Source: Prescient Digital Media)Brian Lamb brian@customercarewords.com
  • 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. Finally Measure improvementsBrian Lamb brian@customercarewords.com
  • 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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