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, 2022
- 1 min
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, 2022
- 1 min
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, 2021
- 1 min
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, 2021
- 2 min
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, 2021
- 2 min
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, 2021
- 1 min
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, 2021
- 2 min
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, 2021
- 2 min
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, 2020
- 2 min
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, 2020
- 2 min
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, 2020
- 2 min
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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