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You Can Lead Employees to Information, but You Can’t Make Them Think Mark Simpson December 16, 2002
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2 Introducing the ePBM Links Helpful Tips/How To Internal Information Training/Resources Newsletters/Updates Org Charts Calendar About ePBM Search Welcome to the... e~PBM What’s new? New PBM products HIPAA legislative update Client Action Items The newest information is always here, so check back often! Contact Us
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3 Looking at Use and Maintenance Audience visits began declining Team confusion about where to add new information
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4 Asking the Important Question Does the ePBM information tool meet its audience’s information needs?
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5 Developing a Methodology 125 surveys were distributed 32 percent return rate
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6 Are People Using ePBM? 27% of respondents used it weekly 35% used the tool once every month 20% don’t use ePBM
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7 Is Tenure a Factor? Length of EmploymentTotal RespondentsUsage 1. Two or more years of service34Weekly or less 2. Six months to two years3Weekly or less 3. Six months or less2Weekly or less
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8 What Else is the Audience Using? SourceResponses 1. File directory29 2. Other databases24 3. Coworkers22 4. Intranet16 5. Manager12 6. ePBM11 7. Internet web sites9 8. Other (printed material, S:/drive directory)2 Total125
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9 Is the Audience Satisfied? Satisfaction Rate Satisfied and very satisfied54% Neither satisfied nor dissatisfied46% Dissatisfied or very dissatisfied0% Total100%
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10 Specific Satisfaction Rates Each information category ranked format, accuracy, and usefulness Scale of 5 (excellent) to 1 (poor) FormatAccuracyUsefulness Average for all categories4.03.93.8
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11 What Else Did the Sample Want? Requests ranged from general to specific Responses wanted supplemental information
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12 Is ePBM Intuitive and Accessible? Lotus Notes vs. web-based platforms ePBM on the web? Responses split Access from remote locations often slow
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13 Conclusions Respondents are generally satisfied with tool Audience uses ePBM somewhat frequently Changes could be made for improvement
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14 Recommendations 1. Implement active means to introduce ePBM 2. Add frequent updates 3. Continue expanding content 4. Look for partnership opportunities 5. Make changes and conduct a similar study
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15 It’s What You Know... Information is voluminous Businesses need to learn how to best manage what they know Information sources that are new compete against existing means
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16 Questions?
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