06 December 2016
We know that playing with Lego bricks can unleash creativity. But can it also help customer service officers look for ways to solve thorny issues? We had an opportunity to find out.
19 October 2015
Content types are the building blocks of a sound content strategy. Along with editorial strategy and workflows they present a toolbox for organisations to better manage their communications.
11 February 2015
A process for doing collective content reviews and evaluations.
28 November 2014
A simple way to move data tables stuck in PDF files to the web so that users can easily browse and search for specific information.
14 August 2014
Instead of throwing content at your users and making them figure things out, why not give them answers instead. Introducing a free framework to build web calculators that offer instant answers based on user input.
09 April 2014
People read on the web to get informed, educated, entertained or just to get stuff done. The reading experience plays an important part in how readers meet their objectives. Many design factors affect the reading experience on the web. We’re calling these content patterns. In this article we describe 29 content patterns that we’ve used in our projects.
04 December 2013
Content modelling helps us define content types and the relationships between them. Content modelling can be seen as an approach to delivering business value. In this article we present four views to content modelling that can help you better discover and define content models.
21 November 2013
A content publishing workflow defines how content gets published. This article describes an approach to identify and define content publishing workflows.
14 May 2013
In this article we share strategies to collect metadata that lower the reliance on people in supplying metadata. We cannot completely remove people from the equation but we can prevent them from doing additional work, and focus the role of people on the value added metadata that machines and environment cannot automatically supply.
14 May 2013
Investment in enterprise search technology is usually high. Businesses expect the technology to work like magic that instantly frees them from findability woes. This is the curse of enterprise search. In this article we share the thinking that can help break this curse and open the doors to true findability and effective search experiences.
28 April 2013
In this article we cover 10 document management principles such as Versioning, Check-in Check-out, Templates and Workflow to can help better manage and share documents and increase productivity!
10 March 2013
In this article we describe a model that can be used to craft a digital marketing strategy that aligns with the business purpose and the vision of the company.
06 November 2012
In this article we describe an approach—The Job-To-Be-Done-Theory—that has attracted a lot of attention from the likes of Clayton Christensen and outline what designers can learn from it.
28 August 2012
In this short and light article we describe how to think about content is all its complicated glory by comparing it with living with a new partner!
27 January 2012
In The Checklist Manifesto, author Atul Gawande describes the design of the surgery checklist. In this article I show how this story is actually a wonderful Lean Startup story!
09 January 2012
We took our sketchbooks and observed how patients leave hospitals. You'll be very surprised at what we found!
03 January 2012
How do people use their mobile devices at airports and train stations? We visited airports and train stations and observed their behaviour. Here’s what we found.
27 June 2011
In this article we describe a time-saving technique to add metadata, especially in the case where the same metadata values are added frequently.
10 April 2010
In this article we take on the classification of TV listings! We show why classification by numbers is not really usable and how digital can make a big difference.
28 February 2010
In this article we explore collections on the web look into design considerations that will make them more usable and effective.
21 December 2009
In this article we discuss collaboration on the intranet. We find that different types of collaboration exist depending on the culture of the organisation. Knowing what works under which situations becomes an important design consideration.
21 September 2009
In this article we offer a system view of intranet governance. It is based on a simple strategy that can be applied across different areas. The areas that I've covered are: information organisation, publishing, collaboration and applications.
20 May 2009
In this article we define site structures, show why they are important and offer seven principles for designing them effectively.
04 April 2009
The ability to form groups and collaborate on the intranet is key to making the intranet a place for ‘doing work’. A well-planned collaboration setup allows staff to use the setup easily and effectively.
In this article we outline 7 heuristics that can help review existing collaboration setups in organisations.
26 August 2008
In this article, we’ll define problematic phase of content migration and describe plan that we’ve been experimenting with at PebbleRoad to help clients navigate this phase.
12 August 2008
In this article, we argue that the newsroom should be more than just a place for press releases. It can be an important hub of information for a range of audiences.
09 November 2007
Many organisations are experimenting with wiki-based collaboration projects. But only a small percentage of these projects make it past the initial excitement or pilot phase. One of the reasons for the drop-off is that there’s not enough thought given to them other than deciding which wiki product to install. This article presents a framework that can help groups wanting to use wikis for internal projects better plan and sustain their collaboration efforts.
17 June 2007
Getting an intranet is just a start, keeping it going is what matters most. Long term benefits and efficiencies can only be realised when the intranet is responsive to the needs and requirements of business and staff. This guide gives pointers to creating a governance structure that can help sustain and manage the intranet for the long term.
08 March 2007
In-page navigation techniques are used to layout web content on a page. When used properly they improve the user experience. But when misused they just add to the anxiety. This article chalks out the different in-page navigation options available to us and offers some tips on using them effectively.
27 January 2007
In this article I adapt a popular business strategy method and map it to website redesign strategy.
17 August 2006
In this article I explore how university websites are changing for the better.
31 July 2006
In this article I explore ‘guides’, a valuable supplemental navigational technique for supporting the primary navigation structure.
22 June 2006
Wikis are increasingly being used on the intranet to help in collaboration around shared work. However, many case studies only briefly cover the actual work practices that successfully accommodate wikis; the focus is still on the overall reactions of the managers and staff on their use. In this article, I describe how wikis are used in the Singapore branch of the British Council and highlight the characteristics of the work practices that accommodate them.
27 May 2006
This article describes how to create and maintain a web style guide to better manage your organisation’s web presence.