This presentation is about the effectiveness of using human Interaction for completing campaigns

1. Effectiveness of Using
Human Interaction
Identity and Access Review Team
Mattias Demeke

2. Managerial Campaign
• Job was to get managers to complete their certifications
• A certification is essentially a review of access of an application
for the employees of a manager
• Two weeks into the campaign, 64% out of 6800 certifications were
completed
• Most of our communications with managers was through email

3. Human Interaction
• Human interaction with managers was much more effective in getting
certifications done
• Human interaction includes synchronous methods like Skype instant messaging,
phone calling and asynchronous methods like voicemails
• Certifications are completed in less time when we add a human element to our
communications

4. Email, Skype messaging, or Phone Calling?
• Leaving a voicemail was personally the most effective method
• Having a phone conversation is almost 100% effective; depends on if the
manager picks up the phone when calling
• Emailing was the least effective method, 60% of the managers I emailed
completed their certifications when sent a reminder email
• The Mellon campaign was completed in 3 weeks instead of 5; reminder emails
had a human element to them

5. Closer look

6. Conclusion
• Forms of communication with a human element are the most
effective methods of communication
• For the future, other methods of communication should continue
to be encouraged in our campaigns
• The Managerial campaign ended with 99.6% of the certifications
completed