The document provides the top 20 tasks for an OECD website based on user voting. The top task is "Country surveys/reviews/reports" with 9% of the total vote. The second and third tasks are "Compare country statistical data" and "Statistics on one particular topic". Most of the top tasks relate to accessing, comparing, and understanding country data and publications from the OECD. The document also includes charts showing the percentage of votes for each task and the cumulative percentage of votes.

1. Top Tasks Management
Tromsø, Feb 13, 2014
Gerry McGovern
gerry@customercarewords.com
www.customercarewords.com
@gerrymcgovern

2. Microsoft Embedded
1. Customizing
2. Optimizing
3. Design

3. 5 Cloning
Does Microsoft support producing multiple
copies of a Windows Embedded POSReady
2009 image, using cloning?
Navigation path:
1.
2.
3.
4.
5.
6.
7.
8.
9.
http://www.windowsembedded.com
Mouse over “Develop” tab and click “POSReady & WEPOS”
Click “Windows Embedded POSReady 2009”
Click “TechNet Library”
Click “Technical Articles”
Click “POSReady 2009 Deployment Planning Guide”
Click “Using FBReseal”
Landing Page: http://technet.microsoft.com/en-us/library/dd936220.aspx
ANSWER: No. FBReseal does not support cloning an image more than once

5. And the answer is ....
YES

6. About the University (achievements,
organization, history, location)
Academic calendar
Accommodation / housing
Admission (application deadline, decision date,
application status)
Alumni benefits / privileges
Alumni profiles
Bookstore
Campus visits, tours (dates, events, registration)
Career paths for a program
Change degrees / program
Class notes (read, send new notes)
Commute / transport
Comparison to other universities
Contact admissions officer / enrollment advisor
Co-op programs and work experience
Academic advisors to help select classes
Academic departments / faculties
Add, drop or change courses
Admission criteria / entrance requirements
Alumni events (dates, activities, registration)
Book a room (projectors, audio visual)
Campus location, maps, directions, parking
Career advice / support
Career planning for students
Class diversity (industry, experience)
Class schedules (online, on-campus, both)
Companies seeking our graduates
Complaints, disputes, policies (Ombudsman)
Contact the University
Corporate and business partnerships

8. 49
Country surveys /
reviews / reports
Compare country
statistical data
Statistics on one
particular topic
Browse a
publication
online for f…
11
6

9. Top 20 Tasks
Tasks
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
Country surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication online for free
Working papers
Publication by topic
Basic facts, summaries and overviews
Statistics on one particular country
Statistical forecasts / projections
Access to raw data
International guidelines and standards (corporate
governance, tax havens, etc.)
Statistical sources and methods
What's new (hot topics, recent publications, events)
OECD policy advice by topic, country
OECD Annual Report
Publication by country
Best practice in policy implementation
Publication by title
Simple, easy-to-understand tables and graphs
News releases
Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords
2178
1960
1869
1610
1530
1478
1379
1285
1210
1051
7%
6%
6%
5%
5%
5%
4%
4%
4%
3%
7%
13%
19%
1%
3%
4%
24%
6%
29%
33%
38%
42%
46%
49%
7%
9%
10%
11%
13%
14%
1025
1019
1004
843
784
746
739
614
613
542
3%
3%
3%
3%
2%
2%
2%
2%
2%
2%
52%
55%
58%
16%
17%
19%
61%
20%
64%
66%
68%
70%
72%
74%
21%
23%
24%
26%
27%
29%
Top 25%
26-50%
51-75%

10. Bottom 20 Tasks
Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords
Find a local library with OECD publications
How OECD interacts with non-member countries
Subscriptions to OECD services
Photos / images / videos
OECD Annual Forum / Ministerial Council Meeting
Have your say (public consultation and participation)
How OECD is funded (budget)
How peer review works
Find OECD officials (secretary-general, directors,
ambassadors)
Acronyms, abbreviations
Personalize the website (MyOECD)
Press conferences (calendar, accreditation)
92
92
90
80
73
71
70
60
0%
0%
0%
0%
0%
0%
0%
0%
97%
97%
97%
97%
98%
98%
98%
98%
73%
74%
76%
77%
79%
80%
81%
83%
59
57
56
56
0%
0%
0%
0%
99%
99%
99%
99%
84%
86%
87%
89%
Find a local bookshop / distributor for OECD publications
Publishing rights and permissions
What's involved in OECD membership
Secretary-General speeches and activities
Find OECD locations
Tours of the OECD
Hotels near OECD locations
Password problems
51
45
44
39
38
37
24
23
0%
0%
0%
0%
0%
0%
0%
0%
99%
99%
99%
100%
100%
100%
100%
100%
90%
91%
93%
94%
96%
97%
99%
100%
Tasks
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70

11. Sources for Longlist
1. Organization strategy
2. Stakeholder reviews
3. Existing website
4. Top search terms (annual)
5. Most visited pages, files (annual)
6. Competitor or peer websites
7. Traditional / social media
8. Customer feedback / research

12. Category Questions

13. 3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
al
To
t
2
Check symptoms
Basic facts about conditions / diseases
Book an appointment online
Get advice from a doctor / nurse (phone, website chat,
email)
What to do based on your symptoms
Best place to go for help (GP, A & E, clinic, walk-in
centre, pharmacist)
When to seek urgent medical attention
Get your medical records online
How a condition / disease should be treated
What to do in a medical emergency
Get test results online
Opening times (GPs, clinics, chemists)
Can I treat this myself?
Seriousness of a condition / disease (prognosis)
Diet, food and nutrition
Compare hospitals based on quality of care (infection
rates, MRSA, surgical errors, death rates)
Contact details for hospitals, GPs, gyms, etc
Treating common health problems at home
Choose a GP that's right for you
Tips for coping with a condition / disease
Fe
m
1
M
al
e
Tasks
al
e
Gender
3%
3%
4%
5%
4%
3%
5%
4%
4%
3%
2%
3%
3%
3%
3%
3%
2%
3%
2%
2%
2%
2%
2%
2%
1%
3%
2%
2%
2%
2%
2%
2%
2%
2%
2%
3%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
2%
2%
2%
2%
2%
1%
2%
2%
2%
2%
2%
2%
Top 25%
26-50%
51-75%

14. TASK
PERFORMANCE
INDICATOR

16. During treatment for a
stomach ulcer, Deborah
Knifton was devastated to
find out that she had
stomach cancer. At the age
of 40, she had surgery to
remove her stomach.

18. Task Question Checklist
1.
Based on top tasks
2.
Representative & typical—fix it,
fix many
3.
One task, one unique answer
4.
Does not contain hidden clues
5.
Clearly different from other tasks
6.
Independent from other tasks
7.
Short – 30 words or less
18

19. OECD Top 20 Tasks
Tasks
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
Country surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication online for free
Working papers
Publication by topic
Basic facts, summaries and overviews
Statistics on one particular country
Statistical forecasts / projections
Access to raw data
International guidelines and standards (corporate
governance, tax havens, etc.)
Statistical sources and methods
What's new (hot topics, recent publications, events)
OECD policy advice by topic, country
OECD Annual Report
Publication by country
Best practice in policy implementation
Publication by title
Simple, easy-to-understand tables and graphs
News releases
Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords
2178
1960
1869
1610
1530
1478
1379
1285
1210
1051
7%
6%
6%
5%
5%
5%
4%
4%
4%
3%
7%
13%
19%
1%
3%
4%
24%
6%
29%
33%
38%
42%
46%
49%
7%
9%
10%
11%
13%
14%
1025
1019
1004
843
784
746
739
614
613
542
3%
3%
3%
3%
2%
2%
2%
2%
2%
2%
52%
55%
58%
16%
17%
19%
61%
20%
64%
66%
68%
70%
72%
74%
21%
23%
24%
26%
27%
29%
Top 25%
26-50%
51-75%

20. Task 1 1 Japan
What are the OECD’s latest recommendations
regarding Japan’s health-care system?
Task 2 2 Vietnam
In 2008, was Vietnam on the list of countries that
received official development assistance?
Task 3 3 Heart
Did more males per capita die of heart attacks in
Canada than in France in 2004?
Task 4 4 Teacher
What is the latest average starting salary, in US
Dollars, of a primary school teacher across OECD
countries?
Task 5 5 Employ
What is the title of Box 1.2 on page 73 of OECD
Employment Outlook 2009?
20

21. Task 5 – Box 1.2 Employment
What is the title of Box 1.2 on page 73 of OECD Employment Outlook
2009?
Task Performance
Task Performance
Indicator (TPI) 100 Max
Median time on task (sec) =
215
Optimal time on task (sec) =
81
9

26. Subscribers and readers at subscribing institutions
Government officials with accounts
Accredited journalists
Non-subscribers: browse online version for free
Non-subscribers: purchase a copy

31. Task 5 – Box 1.2 Employment
What is the title of Box 1.2 on page 73 of OECD Employment Outlook
2009?
Task Performance
Task Performance
Indicator (TPI) 100 Max
Median time on task (sec) =
215
Optimal time on task (sec) =
81
9

32. Task 5 performance =
Excellent (80-100)
TPI = 97
Browse free publication: What is the title of Figure 1.1 on page 17 of OECD
Employment Outlook 2012?
Success/Failure Rates
Completion Time
Good
Minor Time Issue
Major Time Issue
Critical Time Issue
0-2.25 x Target
2.25-3.25 x Target
3.25-5.75 x Target
Above 5.75 x Target
* All Failure times treated as 300 seconds

33. 240m
4.2m
3m
3m
annual visits
to Cisco.com
social reach
mobile web
visitors
customer app
Downloads*
(6x YoY)
73m
2m
organic search
referrals
social media
mentions
1.3m
1.4m
paid search
click-throughs
social referrers
to Cisco.com
2%
55%
91%
341%
Cisco.com
Social Reach
Mobile Phones
Tablets
Source: Cisco SiteCatalyst & other internal metrics.
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
33

34. Continuous Improvement
Identify
Top
Tasks
Measure
Top
Tasks
Task
Based
Support

35. Accessories and parts
Blogs
Buy products and services from resellers,
distributors, service providers, Cisco, or online
Calculate total cost of a solution
Case studies / success stories / testimonials
Cisco alliances (strategic, regional, global)
Cisco financials, annual reports
Cisco's environmental strategy
Compare Cisco with competitor products,
services and solutions
Configure / set up a product (tech guides,
notes, how-to's)
Customer / user reviews and ratings
Download software, firmware, drivers, patches,
updates
Energy efficient products
Financing, leasing options (Cisco Capital)
Follow Cisco on Twitter, Facebook, YouTube
Images, product pictures, videos, logos
(Multimedia Library, Resource Center)
Maintain / operate (tech guides, notes,
examples)
Manage or renew service contracts (CSCC)
Advertising / branding campaigns (The Human
Network)
Buy Cisco books and merchandise
Calculate return on investment (ROI)
Call or chat online with a sales professional
Check product or service availability (lead times,
back order, in stock, in my region)
Cisco company overview (history, mission,
values, management)
Cisco locations and contact details
Compare Cisco products, services and solutions
to each other
Compatibility / interoperability (software,
hardware, version)
Configure a product or service for the purpose of
researching or ordering
Demos (products, services, solutions)
End of life, end of sale, end of support
Events (webcasts, seminars, CiscoLive, Cisco
Networkers)
Find an IT consultancy / reseller to help plan,
build and run my network
Get help with ordering process
Install / upgrade / migrate (tech guides, notes,
examples)
Manage my Cisco.com profile (password, login)
Solutions to match business needs (work
remotely, improve productivity, secure my
business)

36. Tasks Voting Trends
Tasks
1966
1474
983
491
Voters Voters Voters Voters
8%
8%
9%
9%
9%
7%
8%
8%
8%
8%
8%
7%
Install / upgrade / migrate (tech guides, notes, examples)
6%
6%
6%
5%
Top 25%
Support (TAC) service requests (case creation, tracking)
Maintain / operate (tech guides, notes, examples)
7 Network design (tech guides, notes, examples)
8 Service, support options available for my product
Product and technical communities (troubleshooting,
9 developer, learning)
6%
4%
5%
3%
5%
4%
4%
4%
5%
4%
5%
3%
5%
4%
4%
4%
26-50%
3%
3%
3%
3%
Support alerts (new drivers, patches, software, security)
Networking certification requirements (CCIE, CCNP,
CCNA)
Talk / chat online with a support person
Compatibility / interoperability (software, hardware,
version)
Training (courses, calendar, locations)
Products by specific technical requirements (capacity,
bandwidth, dimensions)
Pre-purchase technical information (datasheets,
whitepapers, requirements)
Solutions to match business needs (work remotely,
improve productivity, secure my business)
2%
3%
3%
3%
2%
3%
2%
2%
2%
2%
3%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
2%
2%
1%
2%
2%
2%
2%
2%
1%
1%
Networking certification status, maintenance and renewal
Warranties
Configure a product or service for the purpose of
20 researching or ordering
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
Download software, firmware, drivers, patches, updates
Configure / set up a product (tech guides, notes, how2 to's)
3 Troubleshooting (bug fixes, diagnostics, guides)
1
4
5
6
10
11
12
13
14
15
16
17
18
19
51-75%

37. Tasks Pie Chart
43
Download
software,
firm…
Configure / set
up a pr…
Top 25%
Troubleshootin
g (bug fi…
26-50%
51-75%
15
6

38. Top 20 Tasks
Total Vote
% of Total
Vote 29490
Cumulative
Vote
Cumulative
Carewords
2664
9%
9%
1%
2267
2185
8%
7%
17%
3%
24%
4%
Install / upgrade / migrate (tech guides, notes, examples)
1610
5%
30%
6%
Top 25%
Support (TAC) service requests (case creation, tracking)
Maintain / operate (tech guides, notes, examples)
7 Network design (tech guides, notes, examples)
8 Service, support options available for my product
Product and technical communities (troubleshooting,
9 developer, learning)
1514
1316
1316
1043
5%
4%
4%
4%
35%
39%
44%
47%
7%
9%
10%
12%
26-50%
813
3%
50%
13%
Support alerts (new drivers, patches, software, security)
Networking certification requirements (CCIE, CCNP,
CCNA)
Talk / chat online with a support person
Compatibility / interoperability (software, hardware,
version)
Training (courses, calendar, locations)
Products by specific technical requirements (capacity,
bandwidth, dimensions)
Pre-purchase technical information (datasheets,
whitepapers, requirements)
Solutions to match business needs (work remotely,
improve productivity, secure my business)
797
3%
53%
15%
767
632
3%
2%
55%
57%
16%
18%
628
561
2%
2%
60%
19%
61%
21%
460
2%
63%
22%
447
2%
64%
24%
436
1%
66%
25%
Networking certification status, maintenance and renewal
Warranties
Configure a product or service for the purpose of
20 researching or ordering
420
416
1%
1%
67%
69%
27%
28%
392
1%
70%
30%
Tasks
Download software, firmware, drivers, patches, updates
Configure / set up a product (tech guides, notes, how2 to's)
3 Troubleshooting (bug fixes, diagnostics, guides)
1
4
5
6
10
11
12
13
14
15
16
17
18
19
51-75%

39. Tasks Long Neck
3000
2500
Vote
2000
1500
1000
500
0
1
6
11
16
21
26
31
36
Carewords
41
46
51
56
61
66

40. Bottom 20 Tasks
Tasks
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
Check product or service availability (lead times, back
order, in stock, in my region)
Energy efficient products
Find an IT consultancy / reseller to help plan, build and
run my network
Cisco company overview (history, mission, values,
management)
Test results, benchmarks, reviews from industry
publications and analysts
Cisco locations and contact details
Cisco alliances (strategic, regional, global)
Cisco's environmental strategy
Strategic and business communities (innovations, solve
business problems)
Get help with ordering process
Calculate return on investment (ROI)
Follow Cisco on Twitter, Facebook, YouTube
Newsletters and feeds (email, RSS)
Presentations from Cisco executives
Cisco financials, annual reports
Press releases
Recycling and disposal of Cisco products
Blogs
66 Advertising / branding campaigns (The Human Network)
67 Financing, leasing options (Cisco Capital)
Total Vote
% of Total
Vote 29490
Cumulative
Vote
Cumulative
Carewords
155
148
1%
1%
93%
94%
72%
73%
147
0%
94%
75%
143
0%
95%
76%
136
126
124
113
0%
0%
0%
0%
95%
96%
96%
96%
78%
79%
81%
82%
111
105
104
100
99
97
94
85
84
80
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
97%
97%
97%
98%
98%
98%
99%
99%
99%
100%
84%
85%
87%
88%
90%
91%
93%
94%
96%
97%
57
51
0%
0%
100%
100%
99%
100%

41. 2010
15 Steps
Downloading Software
for 7920
280 seconds approx

42. Path 1
1

43. Path 1
2

44. Path 1
3
2
4
5
6

45. Path 1
7
“I’m assuming that one of
these is the one I want.”

46. Path 1
8

47. Path 1
9

48. Path 1
10

49. Path 1
11

50. Path 1
12

51. Path 1
13

52. Path 1
14

53. Path 1
15
“There are a lot of steps
before you get to download”

54. 2012
4-7 Steps
Download Software
for RV082
60-100 seconds

55. Task 1 performance =
Very Good
Download firmware: Obtain the latest firmware for your RV082 router
compatible with Version 3 hardware.
Success Rate Comparisons
August 2011
February 2012
TPI = 75

56. Task 1 performance =
Very Good
Download firmware: Obtain the latest firmware for your RV082 router
compatible with Version 3 hardware.
Completion Time Comparisons
Good Minor Major Critical
TPI = 75

57. 1
2
3
4

58. Download firmware
100
90
91
80
82
70
75
60
86
86
72
50
40
30
36
20
Feb 2012
Release 1
10
0
Aug-11
Feb-12
Jun-12
Oct-12
Feb-13
May-13
July-13

59. Content first

60. 60

61. @gerrymcgovern