How do you address the needs of staff that work in a different city, state or country? Visiting each of these offices may not always…

In this article we talk with user experience consultant Gerry Gaffney, about his experience in using a new technique called cultural probes.

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…

Determining what an intranet is actually for involves gaining an in-depth understanding of staff (and organisational) needs and issues.

This case study presents the findings from five intranet reviews across a range of organisations, each with very different results.

Paired interviews are a very effective technique for identifying differences in working practices or terminology.

A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.

A redesigned site can be easy and quick to use, and perfectly structured, and still be useless. For a site to be useful, it must…

This briefing focuses on who to select for stakeholder interviews. It provides some general guidelines, and lists some areas of the organisation to involve.

Stakeholder interviews are a very effective way of gaining an understanding of an organisation, and can be considered a form of ‘knowledge mapping’.