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Value-Driven Intranets

Value-Driven Intranets. Techniques for delivering a task-based intranet Netherlands, March 16, 2010 Gerry McGovern gerry@customercarewords.com www.customercarewords.com. Tasks Voting Trends. 3. Unpaid leave. An Intranet Story….

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Value-Driven Intranets

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  1. Value-Driven Intranets Techniques for delivering a task-based intranet Netherlands, March 16, 2010 Gerry McGovern gerry@customercarewords.com www.customercarewords.com

  2. Tasks Voting Trends 3

  3. Unpaid leave

  4. An Intranet Story… Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.

  5. Bottom 20 chart 13

  6. Task Measurement... Because You Can’t Manage What You Can’t Measure Manage tasks: Not content Not technology

  7. Step 1: Determine Tasks Determine 6-12 frequently used tasks.

  8. Task Question Checklist • One unique answer • Does not contain hidden clues • Emotionally neutral • Not confidential

  9. Task Question Checklist • Clearly different from other tasks • Independent from other tasks • Immediately doable on the website

  10. You’d like to take six months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify? • How many packages per hour can the TBA19 filling machine produce?

  11. Step 2: Recruit Participants Recruit 15-18 representative people

  12. Remote Measurement Sessions Record session “We are not measuring you” Measure time for each task. Observe problems and successes. No “think aloud”, no discussions

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