finding people #1 intranet task
DESCRIPTION
Why "Find People" is so important on Intranets and how to act to improve it. From last years Customer Carewords webinarTRANSCRIPT
Brian Lamb
Xwww.customercarewords.com
Finding people is #1 intranet task
13 Intranet polls...15,000 Intranet users... 4 Countries...
Brian Lamb [email protected]
Brian Lamb
TASK % Score
Find people (phone directory/book, expert)
10
News 7Procedures, policies, guidelines, standards
5
Training, learning, courses 5Find Forms 4
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Brian Lamb
NO NAME
www.customercarewords.com
Brian Lamb
Who has worked with customers in this industry?
Who knows what I need to
know?
Who has experience with this material?
Who can give me the latest thinking?
Who can collaborate on this project?
http://www.flickr.com/photos/simon_aughton/
Brian Lamb
I’ll just mail everyone asking
I’ll just mail
everyone the report
I’ll get a meeting with Pauline she
will knowI’ll go ask John
he probably knows
I’ll call HR and see who has
the right expertise
http://www.flickr.com/photos/simon_aughton/
www.customercarewords.com
Find a person test results
115 tests of find a person tasks...
4 companies, 3 countries...
44% Failure rate14% DisasterBrian Lamb [email protected]
m
Time wasted unnecessary / irrelevant email = 30minutes
Estimated cost, 10,000 employee organisation = $152million
If 1% about finding people, cost = $1.52million
CohesiveKnowledge.com shared cumulative results from more than 1,000 corporate employee surveys conducted in 2005 as feedback from their email efficiency workshops
Brian Lamb www.customercarewords.com
Mary Meeker, 2010
Brian Lamb
http://www.ideo.com/work/the-tube/
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Brian Lamb
PROJECTwww.customercarewords.com
Brian Lamb www.customercarewords.com
Jam Interest Group
Brian Lamb [email protected]
http://www.flickr.com/photos/earthworm/with/34015432/
Brian Lamb
http://www.flickr.com/photos/sirbaleee/
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Work out what finding people means in current environment
Brian Lamb [email protected]
www.wordle.com
Find a person experts
Brian Lamb www.customercarewords.comhttp://www.flickr.com/photos/seattlemunicipalarchives/
Finance
Brian Lamb
Bottom up
HRPayrol
l
Security
Internal Comms
Knowledge
Management
Finding a person
Governance
Brian Lamb
Web team
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Governance
Brian Lamb
Sample governance model – large-sized financial services firm (Source: Prescient Digital Media)
Governance
Brian Lamb
Sample governance model – large-sized financial services firm (Source: Prescient Digital Media)
Find a person
manager
Search manager
AN Other task
manager
www.customercarewords.com
More Find a Person
• Follow @Mr_FindaPerson• http://findaperson.tumblr.com/• White paper from
[email protected]• Slide presentation & webinar
recording• www.customercarewords.com
Brian Lamb