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

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

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 

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

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

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

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

PAPERLESS FTW! 9 

10 Disk space is cheap. 

Disk space is cheap. Source: Mkomo.com 11 

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

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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Irrelevant search results. 19 

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Wasted productivity. 22 

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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Missed opportunities. 25 

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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 

Too much data can land you in court. 28 

Too much data can harm people. 29 

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

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

Tell me about your project. 32 

Ask the Five Whys. 33 

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 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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Cognitive errors Look out for 37 

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

Fear Dealing with of the future Documentation 39 

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Fear Dealing with of the future Documentation Communication 41 

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

Responsibility Dealing with feelings of Editorial Committee 44 

Editorial Committee Structure 45 

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

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

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

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

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

Photo Credit: Marina Noordegraaf @ Flickr 52 

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

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 

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 

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 

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 

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

Teaching organization skills 59 59 

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

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

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 Lack of Motivation 

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

Lack of Support 65 

External Distractions Photo Credit: BuzzFarmers @ Flickr 66 

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 

Internal Distractions 68 

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 

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

I Intranets 71 Congratulations, You made it. 

Questions? 72