Looks at the use of ethnographic techniques within organisations to understand real staff needs and issues.

1. Enterprise IA methodologies: starting two steps earlier James Robertson, Step Two Designs (jamesr@steptwo.com.au)

2. Usually we know the problem, the challenge is to design the solution

3. Within the enterprise, we often don’t fully understand the problem…

4. For example, we’re given a job to implement a call center intranet…

5. This is actually one of the main sources of information for staff …

6. … as are these documents, sitting on every desk

7. These documents were actually the big problem for staff

8. Email was the other big source of pain …

9. Enterprise IA methodologies

10. Typical IA methodology

11. Enterprise IA methodology

12. Key principles

13. Is the identified problem the symptom or the cause?

14. Our methodologies often assume that organisations work like this …

15. … whereas they are much more like this in reality

16. Enterprise needs analysis is ethnographic, focusing on activities and environments

17. You can’t deliver effective solutions to people you haven’t personally met

18. There are no shortage of problems to be solved…

19. … but the real challenge is knowing where to start

20. Let’s use nurses in a hospital as the final example…

21. Summary