The document discusses Information Mapping Canada's approach to enhancing communication and documentation in the financial industry, emphasizing the benefits of structured content for improved accessibility and usability. It highlights challenges such as information overload and employee turnover, and presents case studies illustrating the effectiveness of the Information Mapping method in improving efficiency and clarity. The organization has trained over 800,000 individuals globally and has been serving clients for 40 years, offering various training and consulting solutions.

1. Chris MacMillan [email_address] Information Mapping Canada Adding Value in Canada’s Financial Industry What is Information Mapping?

2. Agenda About Us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges Sample Financial Services Case Studies Other Testimonials

3. About Us Serving customers for 40 years Information lifecycle solutions Training, consulting and technology products Trained 800,000+ people around the world Large global customer base Part of the Information Mapping Global Partners Information Mapping Canada Exclusive license holder in Canada since 1994 Training, consulting and technology products Bilingual services

4. Mapping Clients

5. Training Solutions Information Mapping training solutions focus on Policies & Procedure Training Materials Online Design Reports & Memos E-mail Training solutions are offered through instructor led classroom seminars continuous support and capabilities development eLearning, and train-the-trainer

6. Consulting Services Content Evaluation Architecture Design and Development (i.e. intranet) Writing and Editing Services Re-use Strategy Delivery to Multiple Media Training Development Process Improvement Workflow Capture and Design Capabilities and Mentoring Services Metadata design

7. Agenda About Us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges Sample Financial Services Case Studies Other Testimonials

8. Current Content/Information Challenges Employee turnover will be a large contributor to information gaps within the next 5 years as significant corporate memory exits the market 80% of a company’s information is captured but not easily accessible or available Increased corporate governance, accountability, regulatory controls and compliance demands require stringent documentation practices Information overload!!

9. Symptoms of Information Overload Costly Mistakes Poor Compliance Failed or Delayed Audits Inefficiency (People, Process, Technology) High Translation Costs Ineffective Documentation and/or Training Poor Quality/Best Practices Low Customer Satisfaction/High Support Costs Lack of Standards Incomplete or Expensive Technology Adoption Poor Product Knowledge

10. Current Trends – What’s changing? Manage content centrally Single source publishing Re-use chunks of info The concept of a “document” is changing Users want just in time and just enough information Information standards Technology must help Manage content in a disciplined way – like you manage people and technology

11. Costs “ Poor documentation and communication costs the Canadian economy $50 Billion per year.” - Queen’s Business School, 2002 1 “ ...information workers spend as much as 25% of their time just finding and gathering job-related information.” - Computerworld 2003 Basex, a US research firm, estimates information overload will cost the US economy $650 Billion in 2008. – NY Times, 2007 1. Peter R. Richardson, Coping with the Crisis in the Office: Canada’s $50 Billion Challenge ( Queen’s University, School of Business, 2002) http:// www.xerox.ca/whitepaper/White_Paper_2002-04-29.pdf

12. Agenda About Us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges Sample Financial Services Case Studies Other Testimonials

13. Solution: The Information Mapping Method Information Mapping is based on extensive scientific research from a variety of disciplines on how the human brain uses information an integrated set of easy-to learn principles, techniques and standards subject matter and media independent used by leading commercial and government organizations worldwide, and scientifically and industry proven to improve productivity and performance in how people write, read, understand and follow information.

14. Research Results of Information Mapping Research into the effectiveness of the Information Mapping method has revealed the following benefits: For more information on the research into Information Mapping and its effectiveness, click on Information Research into the effectiveness of the Information Mapping method has revealed the following benefits: 32% in reading time 83% in first draft development time 75% in document revision time 54% in performance error rates 57% in the number of words 50% in writer productivity 38% in document use 32% in retrieval accuracy 10%-50% in improved learning 85% in long-term recall Decreases of … Increases of …

15. Software for the Brain Message Design Human Factors Engineering Programmed Learning Documentation Writing Research Instructional Systems Design Cognitive Psychology

16. Before Dense Difficult To navigate Hard to understand The Wall of Words

17. After Scanable Easy to navigate Easy to understand Structured Content

18. The Information Types What must be done? Procedure Process Principle Concept Structure Fact How do I do it? How does it work? What is it? What does it look like? What is true?

19. The Cognitive Principles Consistency Relevance Labeling Chunking

20. Presentation Modes E-business connects business systems to  customers  employees  vendors, and  suppliers.

21. Improvement initiatives Business cases Proposals Knowledge Management ISO 9000 Business process improvement and redesign Everyday communication E-mail messages Voice mail messages Vendor communications Client communications Policies & procedures Safe Work Practices Reference Material Online navigation design Inter/Intranet content Call Centre content User guides Training materials Job aids Functions Marketing Project Management Strategic Planning Regulatory Compliance Technical Writing Research & Development Information Mapping Applications

22. Agenda About us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges Sample Financial Services Case Studies Other Testimonials

23. Managing Today’s Challenges Information Mapping provides a standard communication approach clear, consistent, modular content that is easy to create find use remember maintain, and reuse.

24. Why Content Must Be Structured Must serve the needs of the human brain to find understand, and recall content. Must serve the needs of technology: standard structure searchable, and manageable . Content Structured Content

25. Organizational Benefits Optimized performance Decreased costs Faster access to information Better decision making More efficient training programs Better compliance Improved morale Risk mitigation

26. Agenda About us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges Sample Financial Services Case Studies Other Testimonials

27. Sample Financial Services Case Studies and Testimonials from … Office of the Superintendent of Financial Institutions (OSFI) CIBC

28. Case Study: OSFI rethinks information to enhance technology OSFI needed to structure their content to gain the desired benefits from their content management technology (CMS) IMC trained 250 analysts across the country Implemented Information Mapping as the standard for all analysis Trained coaches and editors to work with all Mappers Information Mapping has improved the value of their CMS enabling single-source updating and content reuse saving OSFI time and money.

29. OSFI Testimonial "Through the close working relationship that OSFI has with Information Mapping Canada's staff, in particular, Jim Purdy, we have successfully implemented the Information Mapping structured writing method throughout our supervisory work processes. Without the help that Information Mapping Canada's staff have provided and continue to provide, our implementation and realization of the benefits of structured writing in our work processes would not have happened.“ Calvin Johansson Director, Financial Conglomerate Group

30. Case Study: CIBC improves call centre efficiencies CIBC call centre service specialists were complaining about the quality, quantity, and accuracy of the information needed to answer customer inquiries Frustration with the information was negatively affecting call time length and overall customer satisfaction Working with two subject matter experts, IMC “Mapped” and restructured the 300 page manual in eight weeks (Results on next slide) Note: The client sponsor was so pleased with this project they engaged IMC’s services again to rewrite a massive 3000 page back office operations manual.

31. CIBC Case Study Results Information is easy to understand. I am new to the floor, and the information is easy for me to understand. Very thorough. 90% Completeness, accuracy, and clarity - or how thorough and easy to read: Table of contents is good The “pick and click” method is user friendly and much better than scrolling up and down. 84% Measuring structure - or how logically the information fits together: Changes made have helped to organize the materials. Topics can easily be found. Improvement is remarkable! 87% Usability - or their ability to find and understand information: Comments % who scored 4 or 5 out of 5 When asked about …

32. Call Centre Manual “Before”

33. Call Centre Manual “After”

34. Agenda About us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing the Today’s Challenges Sample Financial Services Case Studies Other Testimonials

35. Testimonials “ In spring 2006, Dundee undertook a major system conversion project. As part of this project, Information Mapping® method was selected to develop training documentation. Realized benefits have included a marked reduction in number of calls to the help desk. The new enhanced usability of our Mapped training documentation spread to other senior department heads who have adopted the methodology; improving both the clarity and usability of materials and documentation.” Iryna Reim Director Learning & Organizational Development

36. Testimonials, cont’d “ Using Information Mapping is like winning the communications lottery. We used it to document our highly complex development initiative. Now our documents and Web site give people what they need to know, when they need to know it." Janet Lawlor Information Technology Branch, Application Architect CRA

37. Testimonials, cont’d “ Information Mapping has helped our training group put consistency in place through the design phases of our training documents. We use Information Mapping daily to give a professional impression to our clients when they come over to us for all types of training. Info Mapping has reduced the development time, the length of our documents and has become a standard tool in our training department. Our clients have complimented the quality of our written documents and are now getting used to the “new and consistent look” of our documents which in the end makes it easy to learn!" Joanne Desormiers Learning Consultant CTFS Lifelong Learning Canadian Tire Financial Services

38. Testimonials, cont’d “ Our group uses the Information Mapping method as the standard for developing process documentation. As a result, process stages are documented in a clear and logical sequence, and the use of foot notes buried at the end of the page has significantly decreased. The Mapping structure enables our writers to proactively identify any process gaps, and our use of “if/then” conditional statements helps our end users make the right decisions. This is helping us to create and deliver more complete and accurate process documentation with fewer requests for clarification.” Pina Cappuccitti Senior Manager, Business Design, P&C PO Canada, T&O BMO Financial

39. Testimonials, cont’d “ I found the Information Mapping Canada team to be extremely dedicated and professional. They worked with us to develop training program support materials based on a few notes I'd prepared and some conversations we'd had. Their work was impeccable with the appropriate level of detail, yet intuitive and clear and delivered on time and on budget.” Marg Ellard, CMA, CA, FCMA Director, Portfolio Accounting and System Support Farm Credit Canada

40. Testimonials, cont’d “ This was an excellent seminar that will help me save time when working on my documents. I learned more practical skills in three days than I learned during a one-year post graduate program in communications. I was very impressed and I am sure that my work will benefit greatly!“ Jennifer Bourque Documentation Specialist CI Investments

41. Testimonials, cont’d “ Information Mapping is such an essential tool for the creation of documentation; I wish it was mandatory requirement for all employees!” Donna Eplen Training Specialist Manulife Financial

42. Thank you. For more information please contact: Chris MacMillan Director, Business Development (416)769-7016, ext. 210 [email_address]