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Drowning in data: Living through a content inventory when your customer is an information hoarder

Drowning in data: Living through a content inventory when your customer is an information hoarder

Originally presented at Intranets2014, Sydney, Australia -- It may seem easier to just install another network drive but when your customer irrationally refuses to part with useless information during a content inventory, it can end up costing the company countless dollars in the form of missed opportunities or wasted productivity. It can even create safety or legal concerns when outdated content continues to surface in search results.

During her years of serving as a full-time "information organizer" for a decentralized intranet supporting over 60,000 employees, Gianna has helped dozens of content owners get through the decluttering phase of a web redesign project (usually with a minimum of hair-pulling). In the process she has developed a deeper understanding of the unique relationship people have with their website content, as well as the pathology of hoarding in general.

In this session, she will:
-- Explain the negative consequences of keeping everything
-- Discuss similarities between compulsive hoarders of physical objects and people who hoard information
-- Describe tactics that help maintain trust and encourage customer involvement during the grueling content inventory process
-- Arm you with transferable skills to, in turn, teach your customer -- empowering them to make rational keep-or-toss decisions on their own

Gianna Pfister-LaPin

May 22, 2014
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Transcript

  1. Drowning in Data:
    Living through a content inventory
    when your customer is an information hoarder
    Intranets2014 - Sydney

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  2. A little bit about me
    Team Member
    Researcher
    Standards author
    Humanity evangelizer
    Project Lead
    2

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  3. A little bit about
    Mayo Clinic
    Largest integrated not-for
    profit group practice
    60,000 employees at
    3 different locations
    1.2 million patients seen in 2012
    3

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  4. A little bit about
    Mayo Clinic
    Decentralized intranet
    Team supports 8,000
    authors publishing 2,000
    individual websites
    Estimated Size: 1.5 mil pieces of content
    4

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  5. Maud Mellish Wilson
    Established Mayo Clinic’s first library (1909)
    5

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  6. Photo credit: Bookfinch @ Flickr
    Earliest Known Relational Database
    Circa 1911
    6

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  7. Photo credit: Sarah Cady @ Flickr
    Primitive Information Hierarchy
    Circa 2007
    7

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  8. “Filing sure is swell!”
    (…said no secretary, ever.)
    8

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  9. PAPERLESS FTW!
    9

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  10. 10
    Disk space is cheap.

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  11. Disk space is cheap.
    Source: Mkomo.com
    11

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  12. Extremely under-reported
    Tends to appear along with OCD (but not related)
    Typical behavior:
    Indecisiveness Perfectionism
    Avoidance Procrastination
    Trouble organizing Cognitive errors
    15

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  13. Information processing
    • Perception
    • Attention
    • Memory
    • Categorization
    • Decision-making
    Early experiences
    Core beliefs
    • Unworthy
    • Unloveable
    • Helpless
    Personality traits
    • Perfectionism
    • Dependency
    • Anxiety sensitivity
    • Paranoia
    Mood
    • Depression
    • Anxiety
    Cormorbidity
    • Social phobia
    • Trauma
    Beliefs about possessions
    • Instrumental value
    • Intrinsic beauty
    • Sentimental value
    Beliefs about vulnerability
    • Safety/comfort
    • Loss
    Beliefs about responsibility
    • Waste
    • Lost opportunity
    Beliefs about memory
    • Mistakes
    • Lost information
    Beliefs about control
    Positive emotions
    • Pleasure
    • Pride
    Negative emotions
    • Sadness/grief
    • Anxiety/fear
    • Guilt/shame
    Clutter
    Acquiring
    Difficulty
    discarding,
    saving
    Model of Compulsive Hoarding
    Steketee & Frost, 2007
    16

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  14. Irrelevant
    search results.
    19

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  15. Wasted productivity.
    22

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  16. Knowledge workers:
    …cannot find what they need for their
    jobs about 40% of the time
    …spend 2.5 hrs/day searching for
    information
    …is duplicating information that can’t
    be found 90% of the time
    The High Cost of Not Finding Information
    Susan Feldman, International Data Corporation (IDC)
    http://www.hi.is/~joner/eaps/notfind3.htm
    23

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  17. Missed
    opportunities.
    25

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  18. 27
    [Printers] fill the world with
    pamphlets and books that are
    foolish, ignorant, malignant,
    libelous, mad, impious and
    subversive; and such is the
    flood that even things that
    might have done some good
    lose all their goodness.
    --Erasmus

    Information Overload, the Early Years
    Ann Blair, The Boston Globe, Nov 28, 2010
    27

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  19. Too much data can
    land you in
    court.
    28

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  20. Too much data can
    harm people.
    29

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  21. Too much data
    can kill you.
    Just Breathe: Building the Case For Email Apnea
    Linda Stone, The Huffington Post, Feb 8, 2008
    30

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  22. The story so far:
    What it is
    Why it’s happening
    Similarities
    Why it’s bad
    31

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  23. Tell me
    about your project.
    32

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  24. Ask the Five Whys.
    33

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  25. Profits are down from last year.
    We need to work more efficiently.
    Working efficiently supports the
    strategic plan.
    This website will tell you how to do that
    by increasing your awareness.
    by
    34

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  26. 35
    insight n.
    1. The recognition of sources of
    emotional difficulty.
    2. An understanding of the
    motivational forces behind
    one's actions, thoughts, or
    behavior; self-knowledge.

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  27. Cognitive errors
    Look out for
    37

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  28. Mistaken beliefs
    Future events
    Responsibility
    Identity/Self-worth
    Look out for
    38

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  29. Fear
    Dealing with
    of the future
    Documentation
    39

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  30. Fear
    Dealing with
    of the future
    Documentation
    Communication
    41

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  31. Documentation
    Worst Case
    Scenario Plan
    Communication
    Fear
    Dealing with
    of the future
    43

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  32. Responsibility
    Dealing with feelings of
    Editorial
    Committee
    44

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  33. Editorial Committee
    Structure
    45

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  34. Responsibility
    Dealing with feelings of
    Oversight
    Committee
    After-Action
    Reviews
    46

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  35. Identity & Self Worth
    Dealing with sense of
    Facts & Data
    47

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  36. 49
    Facts & Data
    Identity & Self Worth
    Dealing with sense of
    Outside authorities

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  37. External Consultant Syndrome
    Step Two Designs (steptwo.com.au/tag/intranets)
    Nielsen Norman Group (nngroup.com/topic/intranets/)
    50

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  38. Filtering
    Facts & Data
    Identity & Self Worth
    Dealing with sense of
    Outside authorities
    51

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  39. Photo Credit: Marina Noordegraaf @ Flickr
    52

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  40. Let’s review:
    Establish insight
    Set project goal(s)
    Address cognitive
    errors
    53

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  41. Material that is not personally relevant
    Hoarder
    The Value of Possessions In Compulsive Hoarding: Patterns of Use and Attachment
    Randy Frost, et al., Behaviour Research and Therapy, Vol. 33, No. 8, 1995
    PMID: 7487849
    54

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  42. Material that IS personally relevant
    Hoarder
    The Value of Possessions In Compulsive Hoarding: Patterns of Use and Attachment
    Randy Frost, et al., Behaviour Research and Therapy, Vol. 33, No. 8, 1995
    PMID: 7487849
    55

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  43. Non-Hoarder
    Shirts with long sleeves Shirts with short sleeves
    The Value of Possessions In Compulsive Hoarding: Patterns of Use and Attachment
    Randy Frost, et al., Behaviour Research and Therapy, Vol. 33, No. 8, 1995
    PMID: 7487849
    56

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  44. Hoarder
    Orange striped
    shirts
    Red shirts that go
    with my black pants Ugly shirts Ex’s Sweaters
    The Value of Possessions In Compulsive Hoarding: Patterns of Use and Attachment
    Randy Frost, et al., Behaviour Research and Therapy, Vol. 33, No. 8, 1995
    PMID: 7487849
    57

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  45. Teaching organization skills
    Organizing Skills
    Tips for Teaching
    Use visual aids
    58
    58

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  46. Teaching organization skills
    59
    59

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  47. Teaching organization skills
    Organizing Skills
    Tips for Teaching
    Use visual aids
    Explain decisions
    60
    60

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  48. Teaching organization skills
    Organizing Skills
    Tips for Teaching
    Use visual aids
    Explain decisions
    Be a good role model
    61
    61

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  49. Teaching organization skills
    Organizing Skills
    Tips for Teaching
    Use visual aids
    Explain decisions
    Be a good role model
    Do it in small chunks
    62
    62

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  50. 63
    Lack of Motivation

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  51. Not doing “homework”
    Unproductive meetings
    Complains
    Cancels, comes unprepared
    Wastes meeting time
    Lack of Motivation
    64

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  52. Lack of Support
    65

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  53. External Distractions
    Photo Credit: BuzzFarmers @ Flickr
    66

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  54. Establish a dedicated project room
    Photo Credit: BuzzFarmers @ Flickr
    Difficult to find
    Unlisted phone number
    Take email/social media breaks
    Block big chunks of time to be there
    67

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  55. Internal
    Distractions
    68

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  56. Recognize that this is a stamina challenge
    Know when to call it quits (for now)
    Thinking is hard work!
    Do sprints, not marathons
    Watch out for perfectionism
    procrastination
    69

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  57. Congratulations,
    You made it.
    Hoarders & Organizing
    Teaching Organization Skills
    4 Common Barriers
    Recommendations
    70

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  58. I Intranets
    71
    Congratulations,
    You made it.

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  59. Questions?
    72

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