Staff directories (internal phone directories) can be much more than just a way of looking up contact numbers. In any large or complex organisation, they can also provide a way of ‘navigating’ through the relationships between staff, business units and locations.

One of the key conclusions from examining successful staff directory implementations is the importance of providing extensive cross-linking within the directory.

These cross-links allow staff directory users to find the information they need, even when the first search doesn’t uncover the right contact.

Linking within the staff directory

The key concept is this: never leave the user with a ‘dead end’. Instead, links should always be provided to further information, related details, or other potentially useful features. This allows users to explore the staff directory, making it much easier for them to find required information.

The screenshot shows an example of this type of cross-linking. In this case, links are made from the staff profile page to details on the organisational units that the staff member belongs to.

[CM Briefing 2008-13, read the full article]