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Techniques for Delivering a Task-Based Intranet: A Value-Driven Approach

Learn how to create a task-based intranet driven by value, focusing on task management rather than content or technology. This guide by Gerry McGovern provides practical steps to determine tasks, design questions, recruit participants, and measure success effectively.

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Techniques for Delivering a Task-Based Intranet: A Value-Driven Approach

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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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