A case study on creating a global intranet that supports democracy worldwide.

There are both formal and informal ways of finding staff for user research

Ideation applications tap into staff knowledge to create and share ideas.

“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the financial services industry. This makes …

Call centre staff have important information needs that greatly influence the quality of customer service provided.

Following a core set of guidelines will greatly improve the effectiveness of staff interviews.

The field of information architecture (IA) has much to offer those creating taxonomies, including a range of structured techniques for testing their effectiveness.

Organisations should abandon the search for ‘knowledge management systems’, and focus more closely on the specific capabilities required.

Users are not all the same, and do not have the same needs. A key principle is therefore: you can’t usefully deliver information to users you haven’t personally met.

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.