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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 It can even create safety or legal concerns when outdated content continues to surface in search results.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
  2. 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
  3. 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
  4. 12

  5. 13

  6. 14

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

    related) Typical behavior: Indecisiveness Perfectionism Avoidance Procrastination Trouble organizing Cognitive errors 15
  8. 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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  13. 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
  14. 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
  15. Too much data can kill you. Just Breathe: Building the

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

    Similarities Why it’s bad 31
  17. 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
  18. 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.
  19. 36

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  22. 48

  23. 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
  24. 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
  25. 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
  26. 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
  27. Teaching organization skills Organizing Skills Tips for Teaching Use visual

    aids Explain decisions Be a good role model 61 61
  28. 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
  29. 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
  30. 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