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Stephan Farrand

I N F O R M A T I O N M A P P I N G. Harness the Power of Knowledge. Structured Information Design and Development. Stephan Farrand. Organizations with 1000 employees waste $3.5M annually failing to find existing information.

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Stephan Farrand

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  1. I N F O R M A T I O N M A P P I N G Harness the Power of Knowledge Structured Information Design and Development Stephan Farrand

  2. Organizations with 1000 employees waste $3.5M annually failing to find existing information. Spending on IT was over $855B, yet still more than 60% of management executives feel constraints of poorly-designed information prevent user from finding the needed information to efficiently perform their jobs. Opportunity cost can exceed $15M annually. Source : IDC, Inc.

  3. Information Challenges • Unstructured/inconsistent content • Content not aligned to work/task flow • Navigation not intuitive

  4. Agenda • Company Overview • The Method • How is IMI used? • How to address: • Unstructured/inconsistent content organization • Content architecture not aligned to work/task flow • Lack of navigation strategy • Examples • Benefits

  5. Information Mapping Overview • Professional services firm specializing in Information Life Cycle architecture and management • Effective strategy for designing, sharing, and maintaining high-quality, structured content for an organization’s audience • Founded in 1967 • 82% repeat consulting business

  6. The Information Mapping Method Media-independent communications methodology Based on... • Cognitive sciences • Human factors engineering • Task analysis • Functionality of information types • Learning Theory

  7. Uses and Applications • Creates effective re-usable modular content • Ideal for RIO/RLO development • Maximizes XML capability • Improves information accessibility and usability • Optimizes comprehension and performance

  8. Where Used? • Training/curriculum content development • Navigation architecture • Supporting information sources for operations • Guidance, policy, directives, SOPs • Web-enabled information for online dissemination • Usability

  9. Information Challenges • Unstructured/inconsistent content • Content not aligned to work/task flow • Navigation not intuitive

  10. Structured Content • is user and reader focused • parses out how different types of information should be organized for the optimum usability for the audience communities • facilitates how organizations document consistent policies, processes, SOPs, and best practices • design and develop all content associated with operational information, such as manuals, user guides, and reference materials • is flexible and customizable, and • is single source developed (created for both online and paper based), separating content and design. Example: Before / After /Online Applying a consistent organizational approach to content.

  11. Content Architecture Identifies and define the structure and relationships among your business workflow and key information sources. • aligns the business workflow tasks with the required information needs • outlines how authorization, regulations, and policy is “modernized” (maintained) and subsequently maintained at a high level of integrity • specifies consistent document requirements and attributes, • determines the tagging schema standards that need to be applied to content as it is created, and • defines the standards and structure of content in a content or document management system. Example

  12. Navigation Architecture • Easy to access and use • Meets your business objectives • Efficient • Intuitive • Supportive • Engaging. Creates the design that accounts for usability, navigation requirements, and content hierarchies for a central web “information space”, that is

  13. Navigation Architecture • Provides the ability to disseminate information to a dynamic audience from one source • Supports change management as content is updated to reflect any changes in policy, process, or procedure. • Creates an environment where single, discreet information is easily retrievable and understandable Example: IA/ Portal

  14. National Cancer Institute Effectiveness Study Results Scenario A Scenario B Scenario C Average Example 1 Example 2 Example 3

  15. Performance Metrics

  16. Benefits of working with IMI • Strategy, system, and discipline for how content is designed, published, and shared to users • Easier to maintain content • Single source content development enables content to be published to many places concurrently (print, web, wireless, etc.) • Reduce cost of operations • Improve overall agency outcomes • Scale operations quickly and efficiently • Free your best people to achieve higher value • Focus your agency on other critical issues

  17. Next Steps

  18. Courtyard by Marriott Challenges • large, thick, paper-based • costly to update and maintain • confusing and difficult to follow • possessed gaps of important data Supply training materials and reference guides to all hotel employees:

  19. Courtyard by Marriott Objectives • well organized • clear, concise • easily accessed by all employees on new intranet site Thorough training and procedural information that is:

  20. Courtyard by Marriott Results • reduced new hire training time by 50% • reduced travel expenses; employees could learn from remote locations • information easier to maintain and change • lower costs for updating and distribution Information Mapping helped to recreate all manuals and put on company Intranet. Results show:

  21. Paine Webber Challenges • Brokers not properly trained on full range of products due to downsizing • Sales not robust -- brokers sold only a few products they knew well • Product information changed frequently and needed to be updated often • Brokers had no time for classroom training

  22. Paine Webber Objectives • Develop effective intranet site so • information could be accessed and updated easily • brokers could learn all products and keep current on changes • Certify 2 trainers to teach brokers how to create and maintain “mapped” product information on intranet themselves with customized, 1 day IM seminar

  23. Paine Webber Results • Information Mapping developed site architecture and worked with external company to host PW intranet • 1st round certification: 2 trainers certified and 200 brokers trained in Mapping Business Communications • Sales dramatically improved--all products • 2nd round certification: 600 more brokers trained

  24. US Army TRADOC Objectives • Test effectiveness of documents Before & After they were Information Mapped • Applied Kincaid Readability Index

  25. ReadabilityLevel Document NumberofWords Format 845 Standard 11.44 1 7.7 363 IM 11.79 Standard 382 2 9.64 231 IM US Army TRADOC Results Regulation 25.34, recommends the use of Information Mapping to be used for ALL types of documents

  26. Is this relevant? Is unstructured content compromising the performance of your • business • people • technology, and • information?

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