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

1. Understanding staff needs and how to meet them James Robertson, Step Two Designs (jamesr@steptwo.com.au)

2. Too many intranet redesigns fail to hit the mark

3. There is a world of difference between usable and useful www.steptwo.com.au/papers/cmb_usablevsuseful

4. An intranet will only be used if it is useful

5. But whatever you do, don’t ask users what they want!

6. Example: a call centre

7. We’re given a job to improve and redesign a call centre intranet…

8. This is actually one of the main sources of information for staff …

9. … as are these documents, sitting on every desk

10. These documents were actually the big problem for staff

11. Email was the other big source of pain …

12. Needs analysis techniques

13. It can be hard to know where to start in a large organisation…

14. … and we need to target our efforts for the greatest impact

15. We also need to know why staff visit the intranet www.steptwo.com.au/papers/cmb_visitingintranet

16. Use structured methods to identify and understand staff needs www.steptwo.com.au/papers/kmc_needsanalysis

21. Selecting a cross-section of staff

22. In-depth with a single group

23. You can’t deliver effective solutions to people you haven’t personally met