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

Intranets2014 - Sydney

A little bit about me

Team Member

Researcher

Standards author

Humanity evangelizer

Project Lead

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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

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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

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Maud Mellish WilsonEstablished Mayo Clinic’s first library (1909)

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Photo credit: Bookfinch @ Flickr

Earliest Known Relational DatabaseCirca 1911

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Photo credit: Sarah Cady @ Flickr

Primitive Information HierarchyCirca 2007

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

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PAPERLESS FTW!

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Disk space is cheap.

Disk space is cheap.

Source: Mkomo.com

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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

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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 HoardingSteketee & Frost, 2007

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Irrelevant search results.

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Wasted productivity.

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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

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? ? ?

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Missedopportunities.

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[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

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Too much data canland you in

court.

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Too much data canharm people.

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Too much datacan kill you.

Just Breathe: Building the Case For Email Apnea

Linda Stone, The Huffington Post, Feb 8, 2008

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The story so far:

What it is

Why it’s happening

Similarities

Why it’s bad

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Tell meabout your project.

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Ask the Five Whys.

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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

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insight 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 errorsLook out for

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Mistaken beliefs

Future events

Responsibility

Identity/Self-worth

Look out for

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FearDealing withof the future

Documentation

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FearDealing withof the future

Documentation

Communication

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Documentation

Worst CaseScenario Plan

Communication

FearDealing withof the future

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ResponsibilityDealing with feelings of

EditorialCommittee

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Editorial CommitteeStructure

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ResponsibilityDealing with feelings of

OversightCommittee

After-ActionReviews

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Identity & Self WorthDealing with sense of

Facts & Data

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Facts & Data

Identity & Self WorthDealing with sense of

Outside authorities

External Consultant Syndrome

Step Two Designs (steptwo.com.au/tag/intranets)

Nielsen Norman Group (nngroup.com/topic/intranets/)

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FilteringFacts & Data

Identity & Self WorthDealing with sense of

Outside authorities

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Photo Credit: Marina Noordegraaf @ Flickr

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Let’s review:

Establish insight

Set project goal(s)

Address cognitiveerrors

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Material that is not personally relevantHoarder

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

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Material that IS personally relevantHoarder

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

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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

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Hoarder

Orange stripedshirts

Red shirts that gowith 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

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Teaching organization skills

Organizing SkillsTips for Teaching

Use visual aids

5858

Teaching organization skills

5959

Teaching organization skills

Organizing SkillsTips for Teaching

Use visual aids

Explain decisions

6060

Teaching organization skills

Organizing SkillsTips for Teaching

Use visual aids

Explain decisions

Be a good role model

6161

Teaching organization skills

Organizing SkillsTips for Teaching

Use visual aids

Explain decisions

Be a good role model

Do it in small chunks

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Lack of Motivation

Not doing “homework”

Unproductive meetings

Complains

Cancels, comes unprepared

Wastes meeting time

Lack of Motivation

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Lack of Support

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External Distractions

Photo Credit: BuzzFarmers @ Flickr

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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

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InternalDistractions

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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 perfectionismprocrastination

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Congratulations,You made it.

Hoarders & Organizing

Teaching Organization Skills

4 Common Barriers

Recommendations

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I Intranets

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Congratulations,You made it.

Questions?

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