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 It can even create safety or legal concerns when outdated content continues to surface in search results.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

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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
  2. A little bit about me Team Member Researcher Standards author

    Humanity evangelizer Project Lead 2
  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
  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
  5. Maud Mellish Wilson Established Mayo Clinic’s first library (1909) 5

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

    1911 6
  7. Photo credit: Sarah Cady @ Flickr Primitive Information Hierarchy Circa

    2007 7
  8. “Filing sure is swell!” (…said no secretary, ever.) 8

  9. PAPERLESS FTW! 9

  10. 10 Disk space is cheap.

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

  12. 12

  13. 13

  14. 14

  15. Extremely under-reported Tends to appear along with OCD (but not

    related) Typical behavior: Indecisiveness Perfectionism Avoidance Procrastination Trouble organizing Cognitive errors 15
  16. 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
  17. 17

  18. 18

  19. Irrelevant search results. 19

  20. 20

  21. 21

  22. Wasted productivity. 22

  23. 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
  24. ? ? ? ? ? 24

  25. Missed opportunities. 25

  26. 26 26

  27. 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
  28. Too much data can land you in court. 28

  29. Too much data can harm people. 29

  30. Too much data can kill you. Just Breathe: Building the

    Case For Email Apnea Linda Stone, The Huffington Post, Feb 8, 2008 30
  31. The story so far: What it is Why it’s happening

    Similarities Why it’s bad 31
  32. Tell me about your project. 32

  33. Ask the Five Whys. 33

  34. 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
  35. 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.
  36. 36

  37. Cognitive errors Look out for 37

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

  39. Fear Dealing with of the future Documentation 39

  40. 40

  41. Fear Dealing with of the future Documentation Communication 41

  42. 42

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

    the future 43
  44. Responsibility Dealing with feelings of Editorial Committee 44

  45. Editorial Committee Structure 45

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

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

    Data 47
  48. 48

  49. 49 Facts & Data Identity & Self Worth Dealing with

    sense of Outside authorities
  50. External Consultant Syndrome Step Two Designs (steptwo.com.au/tag/intranets) Nielsen Norman Group

    (nngroup.com/topic/intranets/) 50
  51. Filtering Facts & Data Identity & Self Worth Dealing with

    sense of Outside authorities 51
  52. Photo Credit: Marina Noordegraaf @ Flickr 52

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

    53
  54. 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
  55. 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
  56. 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
  57. 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
  58. Teaching organization skills Organizing Skills Tips for Teaching Use visual

    aids 58 58
  59. Teaching organization skills 59 59

  60. Teaching organization skills Organizing Skills Tips for Teaching Use visual

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

    aids Explain decisions Be a good role model 61 61
  62. 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
  63. 63 Lack of Motivation

  64. Not doing “homework” Unproductive meetings Complains Cancels, comes unprepared Wastes

    meeting time Lack of Motivation 64
  65. Lack of Support 65

  66. External Distractions Photo Credit: BuzzFarmers @ Flickr 66

  67. 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
  68. Internal Distractions 68

  69. 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
  70. Congratulations, You made it. Hoarders & Organizing Teaching Organization Skills

    4 Common Barriers Recommendations 70
  71. I Intranets 71 Congratulations, You made it.

  72. Questions? 72