Top Tasks Management

Aarhus, January 21, 2004

Gerry McGovern

gerry@customercarewords.com

www.customercarewords.com

@gerrymcgovern

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

Country surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

Browse a publication

online for f…

611

49

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%

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%

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

Category Questions

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%

TASK PERFORMANCE

INDICATOR

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.

14

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

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%

16

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?

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

Subscribers and readers at subscribing institutions

Government officials with accounts

Accredited journalists

Non-subscribers: browse online version for free

Non-subscribers: purchase a copy

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

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

© 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)

1.3m paid search

click-throughs

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referrals

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visitors

1.4m social referrers

to Cisco.com

Cisco.com Social Reach Mobile Phones Tablets

Source: Cisco SiteCatalyst & other internal metrics.

2% 55% 91% 341%

Tasks Pie Chart Download software,

firm…

Configure / set up a pr…

Troubleshooting (bug fi…

615

43

Top 25%

26-50%

51-75%

2010

15 Steps

Downloading Software

for 7920

280 seconds approx

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

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

1

2

3

4

35

@gerrymcgovern