Understanding staff needs and how to meet them


Published on

Introduces a range of practical 'needs analysis' techniques for understanding staff needs.

Published in: Business, Technology
1 Comment
  • Great, loved it, would it be possible to make the links 'live' though?

    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Understanding staff needs and how to meet them

  1. 1. Understanding staff needs and how to meet them James Robertson, Step Two Designs (jamesr@steptwo.com.au)
  2. 2. Too many intranet redesigns fail to hit the mark
  3. 3. There is a world of difference between usable and useful www.steptwo.com.au/papers/cmb_usablevsuseful
  4. 4. An intranet will only be used if it is useful
  5. 5. But whatever you do, don’t ask users what they want!
  6. 6. Example: a call centre
  7. 7. We’re given a job to improve and redesign a call centre intranet…
  8. 8. This is actually one of the main sources of information for staff …
  9. 9. … as are these documents, sitting on every desk
  10. 10. These documents were actually the big problem for staff
  11. 11. Email was the other big source of pain …
  12. 12. Needs analysis techniques
  13. 13. It can be hard to know where to start in a large organisation…
  14. 14. … and we need to target our efforts for the greatest impact
  15. 15. We also need to know why staff visit the intranet www.steptwo.com.au/papers/cmb_visitingintranet
  16. 16. Use structured methods to identify and understand staff needs www.steptwo.com.au/papers/kmc_needsanalysis
  17. 17. Surveys & focus groups <ul><li>There are two traditional investigation methods: </li></ul><ul><li>Focus groups </li></ul><ul><ul><li>unstructured </li></ul></ul><ul><ul><li>often does not reach consensus </li></ul></ul><ul><ul><li>can be dominated by a few vocal members </li></ul></ul><ul><li>Surveys </li></ul><ul><ul><li>staff will tell you what you want hear </li></ul></ul><ul><ul><li>results don’t match reality </li></ul></ul><ul><ul><li>difficult to create, time-consuming to analyse </li></ul></ul>
  18. 18. Staff interviews <ul><li>Conduct staff interviews with actual users </li></ul><ul><li>Focus on jobs, not intranet, with questions like: </li></ul><ul><ul><li>What are the main activities that make up your job? </li></ul></ul><ul><ul><li>Who do you communicate most frequently with? </li></ul></ul><ul><ul><li>What information do you use during a normal working day? </li></ul></ul><ul><ul><li>Where do you obtain this information from? </li></ul></ul><ul><ul><li>How do you find out about what’s happening in the organisation? </li></ul></ul><ul><li>This is a simple form of knowledge mapping </li></ul><ul><li>Can be the first time staff are actually listened to </li></ul>
  19. 19. Staff interviews (cont.) <ul><li>For more on this, see the following articles: </li></ul><ul><li>Stakeholder interviews as simple knowledge mapping www.steptwo.com.au/papers/cmb_interviews </li></ul><ul><li>Selecting staff for stakeholder interviews www.steptwo.com.au/papers/cmb_interviewselect </li></ul><ul><li>Fast-tracking research with paired interviews www.steptwo.com.au/papers/cmb_pairedinterviews </li></ul>
  20. 20. Workplace observation <ul><li>Involves going ‘out into the field’, and watching staff conduct their normal activities </li></ul><ul><li>It is a holistic approach that can identify many issues and needs </li></ul><ul><li>Need to spend enough time to ‘blend in’ </li></ul><ul><li>Must be done ethically </li></ul><ul><li>Very effective in a ‘front line’ environment, such as call centres, branches, etc. </li></ul>
  21. 21. Selecting a cross-section of staff
  22. 22. In-depth with a single group
  23. 23. You can’t deliver effective solutions to people you haven’t personally met
  24. 24. Questions? <ul><li>Stay in touch: </li></ul><ul><li>James Robertson [email_address] </li></ul><ul><li>Website: www.steptwo.com.au </li></ul><ul><li>Blog: www.steptwo.com.au/columntwo </li></ul><ul><li>Articles : www.steptwo.com.au/papers/subscribe </li></ul><ul><li>Facebook: www.facebook.com/group.php?gid=7095593237 </li></ul>