Make It Easy
I recently read an article talking about the 3 little words that matter when it comes to the customer experience - Make It Easy. Nothing...
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Brian Watkins
Jul 31, 20221 min read
Paperwork Impacts Behavior
A common (and mainly accurate) complaint about paperwork and processes is what seems like the futility in it. However, remember that...
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Brian Watkins
Mar 18, 20221 min read
Make Employees Design Administrative Tasks
All employees hate administrative tasks. These seem like things that get in the way of their work, not something that helps them succeed....
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Brian Watkins
Oct 11, 20211 min read
Bad Corporate Terms
Pet Peeve of the week - bad corporate terms. There are the usual ones: human resources, human capital, etc. I understand where they come...
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Brian Watkins
Jul 7, 20212 min read
Processes and the Path of Least Resistance
At one point in my career, I was an instructional designer, but would make job aids for any department who requested (within reason). The...
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Brian Watkins
Jul 6, 20212 min read
Internal Customer Journey Mapping
One of the greatest exercises I have ever participated in was a customer journey project. A multi-departmental team was assigned the task...
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Brian Watkins
Apr 14, 20211 min read
Have Consistent Naming Conventions
This post will be a bit of a confession, but I don't think I am alone in this problem. I am making a big push to go paperless - saving...
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Brian Watkins
Mar 23, 20212 min read
Paperwork Storage Guidelines
I've talked about the importance of paperwork and admin tasks many times. There are also guidelines and rules about how long to keep...
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Brian Watkins
Mar 10, 20212 min read
Administrative Work is Important
Everyone grumbles about the administrative tasks at work - filling out timesheets, expense reports, etc. It's usually the last thing we...
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Brian Watkins
Oct 21, 20202 min read
Paperwork = Communication/History
Paperwork and administrative tasks are part of the communication structure and history of the company. What exactly does that mean?...
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Brian Watkins
Oct 19, 20202 min read
Understand the Why of Paperwork
Think about how you set expectations for your team: Who will do What by When and Why. The frustration with paperwork and administrative...
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Brian Watkins
Oct 18, 20202 min read
The Favorite Employee...
Of the bureaucratic part of the organization (which is a necessary part of every organization) is in the following order: Least Favorite...
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