Understanding staff needs and how to meet them

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

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  • Great, loved it, would it be possible to make the links 'live' though?

    Thanks
    Ross
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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>

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