Finding people #1 Intranet task
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Why "Find People" is so important on Intranets and how to act to improve it. From last years Customer Carewords webinar
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Finding people #1 Intranet task
- 1. Improving Find People: #1 Intranet Task Brian Lamb brian@customercarewords.com
- 2. Brian Lamb www.customercarewords.com
- 3. Finding people is #1 intranet task 13 Intranet polls... 15,000 Intranet users... 4 Countries... Brian Lamb brian@customercarewords.com
- 4. TASK % Score Find people (phone 10 directory/book, expert) News 7 Procedures, policies, guidelines, 5 standards Training, learning, courses 5 Find Forms 4 Brian Lamb www.customercarewords.com
- 5. So what? Brian Lamb brian@customercarewords.com
- 6. NO NAME Brian Lamb www.customercarewords.com
- 7. Who can give me Who can the latest thinking? collaborate on Who has this project? experience with this material? Who has worked Who knows with customers in what I need to this industry? know? http://www.flickr.com/photos/simon_aughton/ Brian Lamb brian@customercarewords.com
- 8. I’ll call HR and I’ll get a meeting see who has I’ll go ask John he with Pauline she will the right probably knows know expertise I’ll just mail I’ll just mail everyone asking everyone the report http://www.flickr.com/photos/simon_aughton/ Brian Lamb www.customercarewords.com
- 9. Find a person test results 115 tests of find a person tasks... 4 companies, 3 countries... 44% Failure rate 14% Disaster Brian Lamb brian@customercarewords.com
- 10. 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
- 12. A best practice example Brian Lamb brian@customercarewords.com
- 13. http://www.ideo.com/work/the-tube/ Brian Lamb www.customercarewords.com
- 14. http://www.ideo.com/work/the-tube/ Brian Lamb brian@customercareowrds.com
- 15. PROJECT Brian Lamb www.customercarewords.com
- 16. Brian Lamb www.customercarewords.com
- 17. Jam Interest Group http://www.flickr.com/photos/earthworm/with/34015432/ Brian Lamb brian@customercarewords.com
- 18. http://www.flickr.com/photos/sirbaleee/ Brian Lamb www.customercarewords.com
- 19. Work out what finding people means in current environment www.wordle.com Brian Lamb brian@customercarewords.com
- 20. Find a person experts http://www.flickr.com/photos/seattlemunicipalarchives/ Brian Lamb www.customercarewords.com
- 21. Finance Bottom up Brian Lamb
- 22. People outside the formal organisation Bottom up Brian Lamb brian@customercarewords.com
- 23. Governance Brian Lamb www.customercarewords.com
- 24. Governance Sample governance model – large-sized financial services firm (Source: Prescient Digital Media) Brian Lamb brian@customercarewords.com
- 25. Governance Find a person Search AN Other task manager manager manager Sample governance model – large-sized financial services firm (Source: Prescient Digital Media) Brian Lamb www.customercarewords.com
- 26. Finally Measure improvements Brian Lamb brian@customercarewords.com
- 27. More Find a Person • Follow @Mr_FindaPerson • http://findaperson.tumblr.com/ • White paper from brian@customercarewords.com • Slide presentation & webinar recording • www.customercarewords.com Brian Lamb