COLUMN. Online staff directories: survey results and key findings MARCH Survey results. Does your intranet have a staff directory?

Transcription

1 KM COLUMN MARCH 2005 Online staff directories: survey results and key findings Online staff directories (also known as phone directories, corporate phone books, or internal whitepages) are generally the most used element of a corporate intranet. They are also one of the few tools that are used every day by staff, and as such, they have a considerable impact upon the efficiency of staff throughout the organisation. A survey was conducted in 2004 exploring how many organisations have a staff directory, how they had been implemented and to what degree they are relied on by staff. The results of this survey are summarised in this article. Additional research was then conducted into the design and implementation of staff directories, and the key findings of this work are presented later in the article. Survey results In 2004, Step Two Designs conducted a public survey focusing on corporate staff directories. This survey was widely promoted, and 319 responses were gained from across the globe. The purpose of the survey was to gain an understanding of how many organisations have a staff directory, what features they provide, and the issues they have encountered. Questions were also asked regarding the value gained from their staff directory. This article presents a visual summary of the key findings, with the full results provided online: Report.asp?U= James Robertson is the managing director of Step Two Designs, a knowledge management and content management consultancy based in Sydney, Australia. James specialises in intranets, content management strategy, information architecture and usability. Does your intranet have a staff directory? Yes 89% Don t know 2% What features does the staff directory provide? Staff member s name 98.1% Phone numbers 96.9% Location 82.1% address 80.9% Job role or main responsibilities 68.9% Photograph 40.1% Organisational chart 21.4% Skills register or expertise finder 16.0% Availability (away, on leave, etc) 13.2% Personal interests (hobbies, etc) 8.9% No 9% knowledge management content management intranets usability information architecture

2 How often do staff use the directory? How important is the staff directory in assisting staff to do their jobs effectively? Frequently 35% Important 36% Very frequently 39% Rarely 7% Occasionally 19% Very important 26% Unimportant 2% Of little importance 7% Moderately important 29% How easy or difficult has it been to address these issues? Ensuring sufficient staff usage of the directory 22% 25% 23% 13% 8% 9% Integrating the directory with other IT systems 3% 15% 21% 27% 16% 19% Obtaining sufficient resources to develop and maintain the directory 5% 18% 26% 23% 16% 11% Keeping the directory up to date 8% 21% 21% 33% 12% 5% Very easy Easy Neither difficult or easy Difficult Very difficult n/a Have the business benefits been measured? No 74% Key findings and recommendations Additional research was conducted with selected organisations regarding the details of staff directory design and implementation. The key findings and recommendations from this work are outlined in the following sections: Yes 5% Don t know 21% 1. Include more than just phone numbers While a staff directory must contain core staff contact details (name, phone numbers, address), it can deliver much more. Devote additional resources to further expanding the capabilities of staff directories, as this innovation will deliver increasing business benefits. Online staff directories: survey results and key findings Page 2

3 A few additional fields to consider: staff photographs projects skills and expertise location special roles languages papers published and research interests resume (CV) (For a comprehensive listing of possible staff directory fields, see the Staff Directories report, details of which can be found at the end of this article.) 2. Provide an effective quick search Searching the staff directory for people by name is such a frequent activity that it should be available from the home page of the intranet. If space is limited on the home page, it should be no more than one click away. Most effort should be put into designing this simple search interface, as it will be used the vast majority of the time (in preference to a more complex advanced search). 3. Deliver a dynamic organisational chart The importance of an up-to-date organisational chart cannot be overstated, as it is the only mechanism that allows staff to gain a true (and complete) understanding of how the organisation operates. For this reason, generating an up-to-date and useful organisational chart should be a prime consideration when implementing a staff directory. Instead of being created as a separate system, it should be tightly integrated into the rest of the staff directory. 4. Provide self-service capability Perhaps the most effective approach for maintaining directory details is to allow the staff to update their own details ( self-service capability). By allowing staff to maintain their own information, it will be more accurate and up to date. To this end, the staff directory should provide an editing page that allows staff to revise their details. This should be linked to directly from the main staff listing. 5. Usability test the staff directory The staff directory should be usability tested with a representative cross-section of staff to ensure that it is both efficient and easy to use. A range of staff should be involved in the testing, including: cross-section of staff roles (managers, administration staff, front-line staff, technical staff, etc) staff from different business units both new-starters and long-serving staff This usability testing should be based on common tasks that users will be completing when accessing the staff directory; more advanced or complex features should also be focused on. 6. Ensure the staff directory can be printed While the majority of staff will access the staff directory online, there will be a number of users with a strong need for a printed version of some (or all) of the directory details. These include staff who work off-site or on the road, administrative staff who need a rapid way of looking up common details, or call centre staff with a similar need for easy access. 7. Include all staff In many organisations there are a wide range of staff who may be working with the organisation on a long-term basis, but are not employed as full-time staff. These include: contractors consultants from vendors, etc field workers without an assigned desk staff employed by subsidiary or affiliated organisations Steps should therefore be taken to include all staff in the directory, regardless of whether they are listed in the HR system. This may involve establishing a mechanism for adding entries directly to the staff directory. 8. Provide extensive cross-linking Historically, staff directories have focused on the sole goal of returning details on a single staff person. Examining the most successful staff directories has shown instead that they benefit from extensive cross-linking. From a staff member to the team they belong to, details on the building they are located in, the manager they report to, through to a dynamic organisational chart. The key concept is this: never leave the user with a dead end, link to related information and further details. Online staff directories: survey results and key findings Page 3

4 More information For further information on designing and implementing online staff directories, see the recently-released Staff Directories report. This 91-page report contains a wealth of information on staff directories, including screenshots drawn from a wide range of organisations. This report will be invaluable to organisations looking to implement a new staff directory, as well as for teams planning improvements to existing systems. Specific topics covered include: benefits of a staff directory core staff directory fields additional staff directory fields designing the staff directory maintaining the staff directory implementing the staff directory guidelines and suggestions For full details on this report, see: staffdirectories More articles! Find out when new papers are published: Did you like this article? Send your thoughts and feedback to: jamesr@steptwo.com.au Step Two DESIGNS contact@steptwo.com.au knowledge management content management intranets Online staff directories: survey results and key findings Page 4

5 STAFF DIRECTORIES Designing and implementing an effective online staff directory Also known as phone directories, phone lists In this report you will find: and corporate whitepages, staff directories are n detailed exploration of staff directory fields almost always the most-used feature of corporate intranets. More than any other tool, n dozens of screenshots they are used every day throughout the n design guidelines for all staff directory pages organisation. n in-depth discussion on how to keep your Staff directories can be much more than just a staff directory up-to-date list of names and phone numbers. They can n outline of practical approaches to developing capture organisational structure, locations, your staff directory photos, skills and expertise, projects, blogs and much more. n full staff directory survey results Like any tool, however, staff directories must be n tips and suggestions relating to all aspects of carefully designed to be effective and usable. This better practice report is designed to capture the experience gained across dozens of staff directories 91-page Staff Directories report organisations to give you clear and practical us$550 ideas on how to design, implement and maintain Secure online ordering: your staff directory. Step Two DESIGNS

6 KM COLUMN MARCH 2005 Online staff directories: survey results and key findings Online staff directories (also known as phone directories, corporate phone books, or internal whitepages) are generally the most used element of a corporate intranet. They are also one of the few tools that are used every day by staff, and as such, they have a considerable impact upon the efficiency of staff throughout the organisation. A survey was conducted in 2004 exploring how many organisations have a staff directory, how they had been implemented and to what degree they are relied on by staff. The results of this survey are summarised in this article. Additional research was then conducted into the design and implementation of staff directories, and the key findings of this work are presented later in the article. Survey results In 2004, Step Two Designs conducted a public survey focusing on corporate staff directories. This survey was widely promoted, and 319 responses were gained from across the globe. The purpose of the survey was to gain an understanding of how many organisations have a staff directory, what features they provide, and the issues they have encountered. Questions were also asked regarding the value gained from their staff directory. This article presents a visual summary of the key findings, with the full results provided online: Report.asp?U= James Robertson is the managing director of Step Two Designs, a knowledge management and content management consultancy based in Sydney, Australia. James specialises in intranets, content management strategy, information architecture and usability. Does your intranet have a staff directory? Yes 89% Don t know 2% What features does the staff directory provide? Staff member s name 98.1% Phone numbers 96.9% Location 82.1% address 80.9% Job role or main responsibilities 68.9% Photograph 40.1% Organisational chart 21.4% Skills register or expertise finder 16.0% Availability (away, on leave, etc) 13.2% Personal interests (hobbies, etc) 8.9% No 9% knowledge management content management intranets usability information architecture

7 How often do staff use the directory? How important is the staff directory in assisting staff to do their jobs effectively? Frequently 35% Important 36% Very frequently 39% Rarely 7% Occasionally 19% Very important 26% Unimportant 2% Of little importance 7% Moderately important 29% How easy or difficult has it been to address these issues? Ensuring sufficient staff usage of the directory 22% 25% 23% 13% 8% 9% Integrating the directory with other IT systems 3% 15% 21% 27% 16% 19% Obtaining sufficient resources to develop and maintain the directory 5% 18% 26% 23% 16% 11% Keeping the directory up to date 8% 21% 21% 33% 12% 5% Very easy Easy Neither difficult or easy Difficult Very difficult n/a Have the business benefits been measured? No 74% Key findings and recommendations Additional research was conducted with selected organisations regarding the details of staff directory design and implementation. The key findings and recommendations from this work are outlined in the following sections: Yes 5% Don t know 21% 1. Include more than just phone numbers While a staff directory must contain core staff contact details (name, phone numbers, address), it can deliver much more. Devote additional resources to further expanding the capabilities of staff directories, as this innovation will deliver increasing business benefits. Online staff directories: survey results and key findings Page 2

8 A few additional fields to consider: staff photographs projects skills and expertise location special roles languages papers published and research interests resume (CV) (For a comprehensive listing of possible staff directory fields, see the Staff Directories report, details of which can be found at the end of this article.) 2. Provide an effective quick search Searching the staff directory for people by name is such a frequent activity that it should be available from the home page of the intranet. If space is limited on the home page, it should be no more than one click away. Most effort should be put into designing this simple search interface, as it will be used the vast majority of the time (in preference to a more complex advanced search). 3. Deliver a dynamic organisational chart The importance of an up-to-date organisational chart cannot be overstated, as it is the only mechanism that allows staff to gain a true (and complete) understanding of how the organisation operates. For this reason, generating an up-to-date and useful organisational chart should be a prime consideration when implementing a staff directory. Instead of being created as a separate system, it should be tightly integrated into the rest of the staff directory. 4. Provide self-service capability Perhaps the most effective approach for maintaining directory details is to allow the staff to update their own details ( self-service capability). By allowing staff to maintain their own information, it will be more accurate and up to date. To this end, the staff directory should provide an editing page that allows staff to revise their details. This should be linked to directly from the main staff listing. 5. Usability test the staff directory The staff directory should be usability tested with a representative cross-section of staff to ensure that it is both efficient and easy to use. A range of staff should be involved in the testing, including: cross-section of staff roles (managers, administration staff, front-line staff, technical staff, etc) staff from different business units both new-starters and long-serving staff This usability testing should be based on common tasks that users will be completing when accessing the staff directory; more advanced or complex features should also be focused on. 6. Ensure the staff directory can be printed While the majority of staff will access the staff directory online, there will be a number of users with a strong need for a printed version of some (or all) of the directory details. These include staff who work off-site or on the road, administrative staff who need a rapid way of looking up common details, or call centre staff with a similar need for easy access. 7. Include all staff In many organisations there are a wide range of staff who may be working with the organisation on a long-term basis, but are not employed as full-time staff. These include: contractors consultants from vendors, etc field workers without an assigned desk staff employed by subsidiary or affiliated organisations Steps should therefore be taken to include all staff in the directory, regardless of whether they are listed in the HR system. This may involve establishing a mechanism for adding entries directly to the staff directory. 8. Provide extensive cross-linking Historically, staff directories have focused on the sole goal of returning details on a single staff person. Examining the most successful staff directories has shown instead that they benefit from extensive cross-linking. From a staff member to the team they belong to, details on the building they are located in, the manager they report to, through to a dynamic organisational chart. The key concept is this: never leave the user with a dead end, link to related information and further details. Online staff directories: survey results and key findings Page 3

9 More information For further information on designing and implementing online staff directories, see the recently-released Staff Directories report. This 91-page report contains a wealth of information on staff directories, including screenshots drawn from a wide range of organisations. This report will be invaluable to organisations looking to implement a new staff directory, as well as for teams planning improvements to existing systems. Specific topics covered include: benefits of a staff directory core staff directory fields additional staff directory fields designing the staff directory maintaining the staff directory implementing the staff directory guidelines and suggestions For full details on this report, see: staffdirectories More articles! Find out when new papers are published: Did you like this article? Send your thoughts and feedback to: jamesr@steptwo.com.au Step Two DESIGNS contact@steptwo.com.au knowledge management content management intranets Online staff directories: survey results and key findings Page 4