Understanding staff needs and how to meet them James Robertson, Step Two Designs (jamesr@steptwo.com.au)

Too many intranet redesigns fail to hit the mark

There is a world of difference between usable and useful www.steptwo.com.au/papers/cmb_usablevsuseful

An intranet will only be used if it is useful

But whatever you do, don’t ask users what they want!

Example: a call centre

We’re given a job to improve and redesign a call centre intranet…

This is actually one of the main sources of information for staff …

… as are these documents, sitting on every desk

These documents were actually the big problem for staff

Email was the other big source of pain …

Needs analysis techniques

It can be hard to know where to start in a large organisation…

… and we need to target our efforts for the greatest impact

We also need to know why staff visit the intranet www.steptwo.com.au/papers/cmb_visitingintranet

Use structured methods to identify and understand staff needs www.steptwo.com.au/papers/kmc_needsanalysis

Surveys & focus groups There are two traditional investigation methods: Focus groups unstructured often does not reach consensus can be dominated by a few vocal members Surveys staff will tell you what you want hear results don’t match reality difficult to create, time-consuming to analyse

There are two traditional investigation methods:

Focus groups

unstructured

often does not reach consensus

can be dominated by a few vocal members

Surveys

staff will tell you what you want hear

results don’t match reality

difficult to create, time-consuming to analyse

Staff interviews Conduct staff interviews with actual users Focus on jobs, not intranet, with questions like: What are the main activities that make up your job? Who do you communicate most frequently with? What information do you use during a normal working day? Where do you obtain this information from? How do you find out about what’s happening in the organisation? This is a simple form of knowledge mapping Can be the first time staff are actually listened to

Conduct staff interviews with actual users

Focus on jobs, not intranet, with questions like:

What are the main activities that make up your job?

Who do you communicate most frequently with?

What information do you use during a normal working day?

Where do you obtain this information from?

How do you find out about what’s happening in the organisation?

This is a simple form of knowledge mapping

Can be the first time staff are actually listened to

Staff interviews (cont.) For more on this, see the following articles: Stakeholder interviews as simple knowledge mapping www.steptwo.com.au/papers/cmb_interviews Selecting staff for stakeholder interviews www.steptwo.com.au/papers/cmb_interviewselect Fast-tracking research with paired interviews www.steptwo.com.au/papers/cmb_pairedinterviews

For more on this, see the following articles:

Stakeholder interviews as simple knowledge mapping www.steptwo.com.au/papers/cmb_interviews

Selecting staff for stakeholder interviews www.steptwo.com.au/papers/cmb_interviewselect

Fast-tracking research with paired interviews www.steptwo.com.au/papers/cmb_pairedinterviews

Workplace observation Involves going ‘out into the field’, and watching staff conduct their normal activities It is a holistic approach that can identify many issues and needs Need to spend enough time to ‘blend in’ Must be done ethically Very effective in a ‘front line’ environment, such as call centres, branches, etc.

Involves going ‘out into the field’, and watching staff conduct their normal activities

It is a holistic approach that can identify many issues and needs

Need to spend enough time to ‘blend in’

Must be done ethically

Very effective in a ‘front line’ environment, such as call centres, branches, etc.

Selecting a cross-section of staff

In-depth with a single group

You can’t deliver effective solutions to people you haven’t personally met

Questions? Stay in touch: James Robertson [email_address] Website: www.steptwo.com.au Blog: www.steptwo.com.au/columntwo Articles : www.steptwo.com.au/papers/subscribe Facebook: www.facebook.com/group.php?gid=7095593237

Stay in touch:

James Robertson [email_address]

Website: www.steptwo.com.au

Blog: www.steptwo.com.au/columntwo

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