Top tasks one hour workshop
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Transcript of Top tasks one hour workshop
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Top Tasks Management
Aarhus, January 21, 2004
Gerry McGovern
www.customercarewords.com
@gerrymcgovern
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About the University (achievements,
organization, history, location) Academic advisors to help select classes
Academic calendar Academic departments / faculties
Accommodation / housing Add, drop or change courses
Admission (application deadline, decision date,
application status) Admission criteria / entrance requirements
Alumni benefits / privileges Alumni events (dates, activities, registration)
Alumni profiles Book a room (projectors, audio visual)
Bookstore Campus location, maps, directions, parking
Campus visits, tours (dates, events, registration) Career advice / support
Career paths for a program Career planning for students
Change degrees / program Class diversity (industry, experience)
Class notes (read, send new notes) Class schedules (online, on-campus, both)
Commute / transport Companies seeking our graduates
Comparison to other universities Complaints, disputes, policies (Ombudsman)
Contact admissions officer / enrollment advisor Contact the University
Co-op programs and work experience Corporate and business partnerships
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Country surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication
online for f…
611
49
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Top 20 Tasks
Tasks Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords1 Country surveys / reviews / reports 2178 7% 7% 1%
2 Compare country statistical data 1960 6% 13% 3%
3 Statistics on one particular topic 1869 6% 19% 4%
4 Browse a publication online for free 1610 5% 24% 6%
5 Working papers 1530 5% 29% 7%
6 Publication by topic 1478 5% 33% 9%
7 Basic facts, summaries and overviews 1379 4% 38% 10%
8 Statistics on one particular country 1285 4% 42% 11%
9 Statistical forecasts / projections 1210 4% 46% 13%
10 Access to raw data 1051 3% 49% 14%
11
International guidelines and standards (corporate
governance, tax havens, etc.) 1025 3% 52% 16%
12 Statistical sources and methods 1019 3% 55% 17%
13 What's new (hot topics, recent publications, events) 1004 3% 58% 19%
14 OECD policy advice by topic, country 843 3% 61% 20%
15 OECD Annual Report 784 2% 64% 21%
16 Publication by country 746 2% 66% 23%
17 Best practice in policy implementation 739 2% 68% 24%
18 Publication by title 614 2% 70% 26%
19 Simple, easy-to-understand tables and graphs 613 2% 72% 27%
20 News releases 542 2% 74% 29%
Top 25%
26-50%
51-75%
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Bottom 20 Tasks
Tasks Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords51 Find a local library with OECD publications 92 0% 97% 73%
52 How OECD interacts with non-member countries 92 0% 97% 74%
53 Subscriptions to OECD services 90 0% 97% 76%
54 Photos / images / videos 80 0% 97% 77%
55 OECD Annual Forum / Ministerial Council Meeting 73 0% 98% 79%
56 Have your say (public consultation and participation) 71 0% 98% 80%
57 How OECD is funded (budget) 70 0% 98% 81%
58 How peer review works 60 0% 98% 83%
59
Find OECD officials (secretary-general, directors,
ambassadors) 59 0% 99% 84%
60 Acronyms, abbreviations 57 0% 99% 86%
61 Personalize the website (MyOECD) 56 0% 99% 87%
62 Press conferences (calendar, accreditation) 56 0% 99% 89%
63 Find a local bookshop / distributor for OECD publications 51 0% 99% 90%
64 Publishing rights and permissions 45 0% 99% 91%
65 What's involved in OECD membership 44 0% 99% 93%
66 Secretary-General speeches and activities 39 0% 100% 94%
67 Find OECD locations 38 0% 100% 96%
68 Tours of the OECD 37 0% 100% 97%
69 Hotels near OECD locations 24 0% 100% 99%
70 Password problems 23 0% 100% 100%
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Sources for Longlist
1. Organization strategy
2. Stakeholder reviews
3. Existing website
4. Top search terms (annual)
5. Most visited pages, files (annual)
6. Competitor or peer websites
7. Traditional / social media
8. Customer feedback / research
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Category Questions
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Gender
Tasks Mal
e
Femal
e
Total
1 Check symptoms 3% 5% 5%
2 Basic facts about conditions / diseases 3% 4% 4%
3 Book an appointment online 4% 3% 4%
4
Get advice from a doctor / nurse (phone, website chat,
email) 3% 3% 3%
5 What to do based on your symptoms 2% 3% 3%
6
Best place to go for help (GP, A & E, clinic, walk-in
centre, pharmacist) 3% 3% 3%
7 When to seek urgent medical attention 2% 2% 2%
8 Get your medical records online 3% 2% 2%
9 How a condition / disease should be treated 2% 2% 2%
10 What to do in a medical emergency 2% 2% 2%
11 Get test results online 2% 2% 2%
12 Opening times (GPs, clinics, chemists) 2% 2% 2%
13 Can I treat this myself? 2% 2% 2%
14 Seriousness of a condition / disease (prognosis) 2% 2% 2%
15 Diet, food and nutrition 1% 2% 2%
16
Compare hospitals based on quality of care (infection
rates, MRSA, surgical errors, death rates) 2% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2%
18 Treating common health problems at home 1% 2% 2%
19 Choose a GP that's right for you 2% 1% 2%
20 Tips for coping with a condition / disease 2% 2% 2%
Top 25%
26-50%
51-75%
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TASK PERFORMANCE
INDICATOR
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During treatment for a
stomach ulcer, Deborah
Knifton was devastated to
find out that she had
stomach cancer. At the age
of 40, she had surgery to
remove her stomach.
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Task Question Checklist 1. Based on top tasks
2. Representative & typical—fix it, fix many
3. One task, one unique answer
4. Does not contain hidden clues
5. Clearly different from other tasks
6. Independent from other tasks
7. Short – 30 words or less
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OECD Top 20 Tasks
Tasks Total Vote
% of Total
Vote 31800
Cumulative
Vote
Cumulative
Carewords1 Country surveys / reviews / reports 2178 7% 7% 1%
2 Compare country statistical data 1960 6% 13% 3%
3 Statistics on one particular topic 1869 6% 19% 4%
4 Browse a publication online for free 1610 5% 24% 6%
5 Working papers 1530 5% 29% 7%
6 Publication by topic 1478 5% 33% 9%
7 Basic facts, summaries and overviews 1379 4% 38% 10%
8 Statistics on one particular country 1285 4% 42% 11%
9 Statistical forecasts / projections 1210 4% 46% 13%
10 Access to raw data 1051 3% 49% 14%
11
International guidelines and standards (corporate
governance, tax havens, etc.) 1025 3% 52% 16%
12 Statistical sources and methods 1019 3% 55% 17%
13 What's new (hot topics, recent publications, events) 1004 3% 58% 19%
14 OECD policy advice by topic, country 843 3% 61% 20%
15 OECD Annual Report 784 2% 64% 21%
16 Publication by country 746 2% 66% 23%
17 Best practice in policy implementation 739 2% 68% 24%
18 Publication by title 614 2% 70% 26%
19 Simple, easy-to-understand tables and graphs 613 2% 72% 27%
20 News releases 542 2% 74% 29%
Top 25%
26-50%
51-75%
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Task 1 1 Japan What are the OECD’s latest recommendations
regarding Japan’s health-care system? Task 2 2 Vietnam
In 2008, was Vietnam on the list of countries that
received official development assistance? Task 3 3 Heart
Did more males per capita die of heart attacks in
Canada than in France in 2004? Task 4 4 Teacher
What is the latest average starting salary, in US
Dollars, of a primary school teacher across OECD
countries? Task 5 5 Employ
What is the title of Box 1.2 on page 73 of OECD
Employment Outlook 2009?
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Task 5 – Box 1.2 Employment
What is the title of Box 1.2 on page 73 of OECD Employment Outlook
2009?
Median time on task (sec) = 215
Optimal time on task (sec) = 81
Task Performance
Indicator (TPI) 100 Max
9
Task Performance
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Subscribers and readers at subscribing institutions
Government officials with accounts
Accredited journalists
Non-subscribers: browse online version for free
Non-subscribers: purchase a copy
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Task 5 – Box 1.2 Employment
What is the title of Box 1.2 on page 73 of OECD Employment Outlook
2009?
Median time on task (sec) = 215
Optimal time on task (sec) = 81
Task Performance
Indicator (TPI) 100 Max
9
Task Performance
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Browse free publication: What is the title of Figure 1.1 on page 17 of OECD Employment Outlook 2012?
Success/Failure Rates Completion Time
Task 5 performance = Excellent (80-100) TPI = 97
Good 0-2.25 x Target
* All Failure times treated as 300 seconds
Minor Time Issue 2.25-3.25 x Target
Major Time Issue 3.25-5.75 x Target
Critical Time Issue Above 5.75 x Target
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© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
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to Cisco.com
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mentions
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Downloads*
(6x YoY)
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click-throughs
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referrals
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visitors
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to Cisco.com
Cisco.com Social Reach Mobile Phones Tablets
Source: Cisco SiteCatalyst & other internal metrics.
2% 55% 91% 341%
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Tasks Pie Chart Download software,
firm…
Configure / set up a pr…
Troubleshooting (bug fi…
615
43
Top 25%
26-50%
51-75%
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2010
15 Steps
Downloading Software
for 7920
280 seconds approx
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Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.
Very Good TPI = 75 Task 1 performance =
Success Rate Comparisons
August 2011 February 2012
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Completion Time Comparisons
Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.
Very Good TPI = 75 Task 1 performance =
Good Minor Major Critical
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1
2
3
4
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@gerrymcgovern