At a recent best practices conference in Melbourne I talked about how we're all getting used to easily accessing and navigating the information we want, whenever we want and fast. For better or worse, instant gratification has become the world we live in - using YouTube, Google, smart phones, etc. - when we look for something we find it quickly, and it's generally a positive user experience based on really great user interface designs.
Yet some organisations continue to provide complex flowcharts and wordy procedure manuals for their business teams. The problem is, people don't have the patience to wade through a clumsily written procedure - the bar has been raised and the contrast with current day applications has simply become too great, the step down too big.
It's time to bring our information sharing out of the 90s. Our business teams deserve to find and access relevant and readable process guidance when they need it. How much do organisations spend in the pursuit of making their external communications great? Take the average corporate website and think how much time, science, effort and budget go into making it readable and usable. I know how much time, science effort and budget goes into ours and it's a lot. We do this because we want people to understand our offering, locate the information they need, then decide if they like our way of doing things and ultimately to buy from us.
Shouldn't we apply the same level of care factor and sell factor internally, to our own people? Furthermore, shouldn't this information be in a central repository that's living and evolving? You Tube, Outlook, your CRM and music apps like Spotify - these are all central repositories. Doesn't that big part of your company DNA, process and procedure, deserve to be treated with the same respect?