information mapping - solutions for the financial services industry

1 Confidential © 2008 Information Mapping Canada All Rights Reserved.

Chris [email protected]

Information Mapping Canada Adding Value in Canada’s Financial Industry

What is Information Mapping?

Confidential © 2007 Information Mapping Canada All Rights Reserved.2

Agenda

• About Us• Today’s Content Challenges & Costs• Solution: The Information Mapping Method• Managing Today’s Challenges• Sample Financial Services Case Studies• Other Testimonials


About Us

• Serving customers for 40 years• Information lifecycle solutions• Training, consulting and technology products• Trained 800,000+ people around the world• Large global customer base

Part of the Information Mapping Global Partners

Information Mapping Canada• Exclusive license holder in Canada since 1994• Training, consulting and technology products• Bilingual services


Mapping Clients


Training Solutions

Information Mapping training solutions focus on • Policies & Procedure• Training Materials• Online Design • Reports & Memos • E-mail

Training solutions are offered through • instructor led classroom seminars• continuous support and capabilities development• eLearning, and• train-the-trainer


Consulting Services• Content

– Evaluation– Architecture Design and Development (i.e. intranet)– Writing and Editing Services– Re-use Strategy – Delivery to Multiple Media

• Training Development• Process Improvement• Workflow Capture and Design• Capabilities and Mentoring Services• Metadata design


Agenda

About Us• Today’s Content Challenges & Costs• Solution: The Information Mapping Method• Managing Today’s Challenges• Sample Financial Services Case Studies• Other Testimonials


Current Content/Information Challenges

• Employee turnover will be a large contributor to information gaps within the next 5 years as significant corporate memory exits the market

• 80% of a company’s information is captured but not easily accessible or available

• Increased corporate governance, accountability, regulatory controls and compliance demands require stringent documentation practices

• Information overload!!


Symptoms of Information Overload• Costly Mistakes• Poor Compliance• Failed or Delayed Audits• Inefficiency (People, Process, Technology)• High Translation Costs• Ineffective Documentation and/or Training• Poor Quality/Best Practices• Low Customer Satisfaction/High Support Costs• Lack of Standards• Incomplete or Expensive Technology Adoption• Poor Product Knowledge


Current Trends – What’s changing?

• Manage content centrally• Single source publishing• Re-use chunks of info• The concept of a “document” is changing• Users want just in time and just enough information• Information standards• Technology must help• Manage content in a disciplined way – like you manage

people and technology


Costs• “Poor documentation and communication costs the Canadian

economy $50 Billion per year.” - Queen’s Business School, 20021

• “...information workers spend as much as 25% of their time just finding and gathering job-related information.” - Computerworld 2003

• Basex, a US research firm, estimates information overload will cost the US economy $650 Billion in 2008. – NY Times, 2007

1. Peter R. Richardson, Coping with the Crisis in the Office: Canada’s $50 Billion Challenge (Queen’s University, School of Business, 2002) http://www.xerox.ca/whitepaper/White_Paper_2002-04-29.pdf

1. Peter R. Richardson, Coping with the Crisis in the Office: Canada’s $50 Billion Challenge (Queen’s University, School of Business, 2002) http://www.xerox.ca/whitepaper/White_Paper_2002-04-29.pdf


Agenda

About Us Today’s Content Challenges & Costs• Solution: The Information Mapping Method• Managing Today’s Challenges• Sample Financial Services Case Studies• Other Testimonials


Solution: The Information Mapping Method

Information Mapping is

• based on extensive scientific research from a variety of disciplines on how the human brain uses information

• an integrated set of easy-to learn principles, techniques and standards

• subject matter and media independent

• used by leading commercial and government organizations worldwide, and

• scientifically and industry proven to improve productivity and performance in how people write, read, understand and follow information.


Research Results of Information Mapping

Research into the effectiveness of the Information Mapping method has revealed the following benefits:

Increases of … Decreases of …

•50% in writer productivity

•38% in document use

•32% in retrieval accuracy

•10%-50% in improved learning

•85% in long-term recall

•32% in reading time

•83% in first draft development time

•75% in document revision time

•54% in performance error rates

•57% in the number of words


Software for the Brain

MessageDesign

Human FactorsEngineering

ProgrammedLearning

Documentation Writing

Research

Instructional Systems Design

CognitivePsychology


Before DenseDense

Difficult

To navigate

Difficult

To navigate

Hard to

understand

Hard to

understand

The Wall of WordsThe Wall of Words


AfterScanableScanable

Easy to navigateEasy to navigate

Easy to

understand

Easy to

understand

Structured ContentStructured Content Structured ContentStructured Content


The Information Types

What must be done?

Procedure Process Principle

Concept Structure Fact

How do I do it? How does it work?

What is it? What does it look like? What is true?


The Cognitive Principles

ConsistencyRelevance LabelingChunking


Presentation Modes

E-business connects business systems tocustomers

employees

vendors, and

suppliers.


Improvement initiatives Business cases Proposals Knowledge Management ISO 9000 Business process improvement

and redesign

Everyday communication E-mail messages Voice mail messages Vendor communications Client communications Policies & procedures Safe Work Practices

Reference Material Online navigation design Inter/Intranet content Call Centre content User guides Training materials Job aids

Functions Marketing Project Management Strategic Planning Regulatory Compliance Technical Writing Research & Development

Information Mapping Applications


Agenda

About us Today’s Content Challenges & Costs Solution: The Information Mapping Method• Managing Today’s Challenges• Sample Financial Services Case Studies• Other Testimonials


Managing Today’s Challenges

Information Mapping provides• a standard communication approach• clear, consistent, modular content that is easy to

– create – find– use– remember– maintain, and– reuse.


Why Content Must Be Structured

Content

Structured Content

Must serve the needs of the human brain to

• find

• understand, and

• recall content.

Must serve the needs of technology:

• standard structure

• searchable, and

• manageable..


Organizational Benefits

• Optimized performance• Decreased costs• Faster access to information• Better decision making• More efficient training programs• Better compliance • Improved morale• Risk mitigation


Agenda

About us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing Today’s Challenges• Sample Financial Services Case Studies• Other Testimonials


Sample Financial Services Case Studies and Testimonials from …

• Office of the Superintendent of Financial Institutions (OSFI)

• CIBC


• OSFI needed to structure their content to gain the desired benefits from their content management technology (CMS)

• IMC trained 250 analysts across the country

• Implemented Information Mapping as the standard for all analysis

• Trained coaches and editors to work with all Mappers

• Information Mapping has improved the value of their CMS enabling single-source updating and content reuse saving OSFI time and money.

Case Study: OSFI rethinks information to enhance technology


OSFI Testimonial

"Through the close working relationship that OSFI has with Information Mapping Canada's staff, in particular, Jim Purdy, we have successfully implemented the Information Mapping structured writing method throughout our supervisory work processes. Without the help that Information Mapping Canada's staff have provided and continue to provide, our implementation and realization of the benefits of structured writing in our work processes would not have happened.“

Calvin JohanssonDirector, Financial Conglomerate Group

"Through the close working relationship that OSFI has with Information Mapping Canada's staff, in particular, Jim Purdy, we have successfully implemented the Information Mapping structured writing method throughout our supervisory work processes. Without the help that Information Mapping Canada's staff have provided and continue to provide, our implementation and realization of the benefits of structured writing in our work processes would not have happened.“

Calvin JohanssonDirector, Financial Conglomerate Group


Case Study: CIBC improves call centre efficiencies

• CIBC call centre service specialists were complaining about the quality, quantity, and accuracy of the information needed to answer customer inquiries

• Frustration with the information was negatively affecting call time length and overall customer satisfaction

• Working with two subject matter experts, IMC “Mapped” and restructured the 300 page manual in eight weeks

• (Results on next slide)

Note: The client sponsor was so pleased with this project they engaged IMC’s services again to rewrite a massive 3000 page back office operations manual.


CIBC Case Study Results

When asked about … % who scored 4 or 5 out of 5

Comments

Usability - or their ability to find and understand information:

87% Changes made have helped to organize the materials.

Topics can easily be found. Improvement is remarkable!

Measuring structure - or how logically the information fits together:

84% Table of contents is good The “pick and click” method is user

friendly and much better than scrolling up and down.

Completeness, accuracy, and clarity - or how thorough and easy to read:

90% Information is easy to understand. I am new to the floor, and the

information is easy for me to understand.

Very thorough.


Call Centre Manual “Before”


Call Centre Manual “After”


Agenda

About us Today’s Content Challenges & Costs Solution: The Information Mapping Method Managing the Today’s Challenges Sample Financial Services Case Studies• Other Testimonials


Testimonials

“In spring 2006, Dundee undertook a major system conversion project. As part of this project, Information Mapping® method was selected to develop training documentation. Realized benefits have included a marked reduction in number of calls to the help desk. The new enhanced usability of our Mapped training documentation spread to other senior department heads who have adopted the methodology; improving both the clarity and usability of materials and documentation.”

Iryna ReimDirectorLearning & Organizational Development

“In spring 2006, Dundee undertook a major system conversion project. As part of this project, Information Mapping® method was selected to develop training documentation. Realized benefits have included a marked reduction in number of calls to the help desk. The new enhanced usability of our Mapped training documentation spread to other senior department heads who have adopted the methodology; improving both the clarity and usability of materials and documentation.”

Iryna ReimDirectorLearning & Organizational Development


Testimonials, cont’d

“Using Information Mapping is like winning the communications lottery. We used it to document our highly complex development initiative. Now our documents and Web site give people what they need to know, when they need to know it."

Janet LawlorInformation Technology Branch, Application ArchitectCRA

“Using Information Mapping is like winning the communications lottery. We used it to document our highly complex development initiative. Now our documents and Web site give people what they need to know, when they need to know it."

Janet LawlorInformation Technology Branch, Application ArchitectCRA



“Information Mapping has helped our training group put consistency in place through the design phases of our training documents. We use Information Mapping daily to give a professional impression to our clients when they come over to us for all types of training. Info Mapping has reduced the development time, the length of our documents and has become a standard tool in our training department. Our clients have complimented the quality of our written documents and are now getting used to the “new and consistent look” of our documents which in the end makes it easy to learn!"

Joanne DesormiersLearning ConsultantCTFS Lifelong LearningCanadian Tire Financial Services

“Information Mapping has helped our training group put consistency in place through the design phases of our training documents. We use Information Mapping daily to give a professional impression to our clients when they come over to us for all types of training. Info Mapping has reduced the development time, the length of our documents and has become a standard tool in our training department. Our clients have complimented the quality of our written documents and are now getting used to the “new and consistent look” of our documents which in the end makes it easy to learn!"

Joanne DesormiersLearning ConsultantCTFS Lifelong LearningCanadian Tire Financial Services



“Our group uses the Information Mapping method as the standard for developing process documentation. As a result, process stages are documented in a clear and logical sequence, and the use of foot notes buried at the end of the page has significantly decreased.

The Mapping structure enables our writers to proactively identify any process gaps, and our use of “if/then” conditional statements helps our end users make the right decisions. This is helping us to create and deliver more complete and accurate process documentation with fewer requests for clarification.”

Pina CappuccittiSenior Manager, Business Design, P&C PO Canada, T&OBMO Financial

“Our group uses the Information Mapping method as the standard for developing process documentation. As a result, process stages are documented in a clear and logical sequence, and the use of foot notes buried at the end of the page has significantly decreased.

The Mapping structure enables our writers to proactively identify any process gaps, and our use of “if/then” conditional statements helps our end users make the right decisions. This is helping us to create and deliver more complete and accurate process documentation with fewer requests for clarification.”

Pina CappuccittiSenior Manager, Business Design, P&C PO Canada, T&OBMO Financial



“I found the Information Mapping Canada team to be extremely dedicated and professional. They worked with us to develop training program support materials based on a few notes I'd prepared and some conversations we'd had. Their work was impeccable with the appropriate level of detail, yet intuitive and clear and delivered on time and on budget.”

Marg Ellard, CMA, CA, FCMADirector, Portfolio Accounting and System SupportFarm Credit Canada

“I found the Information Mapping Canada team to be extremely dedicated and professional. They worked with us to develop training program support materials based on a few notes I'd prepared and some conversations we'd had. Their work was impeccable with the appropriate level of detail, yet intuitive and clear and delivered on time and on budget.”

Marg Ellard, CMA, CA, FCMADirector, Portfolio Accounting and System SupportFarm Credit Canada



“This was an excellent seminar that will help me save time when working on my documents. I learned more practical skills in three days than I learned during a one-year post graduate program in communications. I was very impressed and I am sure that my work will benefit greatly!“

Jennifer BourqueDocumentation SpecialistCI Investments

“This was an excellent seminar that will help me save time when working on my documents. I learned more practical skills in three days than I learned during a one-year post graduate program in communications. I was very impressed and I am sure that my work will benefit greatly!“

Jennifer BourqueDocumentation SpecialistCI Investments



“Information Mapping is such an essential tool for the creation ofdocumentation; I wish it was mandatory requirement for all employees!”

Donna EplenTraining SpecialistManulife Financial

“Information Mapping is such an essential tool for the creation ofdocumentation; I wish it was mandatory requirement for all employees!”

Donna EplenTraining SpecialistManulife Financial

42 Confidential © 2008 Information Mapping Canada All Rights Reserved.

Thank you.

For more information please contact:

Chris MacMillanDirector, Business Development

(416)769-7016, ext. [email protected]

information mapping - solutions for the financial services industry

Documents

information gaps

jobrelated information

information workers

companys information

information types

mapping clients

costs poor documentation

us research firm