1. You Can Lead Employees to Information, but You Can’t Make Them Think Mark Simpson December 16, 2002

2. 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

3. 3 Looking at Use and Maintenance Audience visits began declining Team confusion about where to add new information

4. 4 Asking the Important Question Does the ePBM information tool meet its audience’s information needs?

5. 5 Developing a Methodology 125 surveys were distributed 32 percent return rate

6. 6 Are People Using ePBM? 27% of respondents used it weekly 35% used the tool once every month 20% don’t use ePBM

7. 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

8. 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

9. 9 Is the Audience Satisfied? Satisfaction Rate Satisfied and very satisfied54% Neither satisfied nor dissatisfied46% Dissatisfied or very dissatisfied0% Total100%

10. 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

11. 11 What Else Did the Sample Want? Requests ranged from general to specific Responses wanted supplemental information

12. 12 Is ePBM Intuitive and Accessible? Lotus Notes vs. web-based platforms ePBM on the web? Responses split Access from remote locations often slow

13. 13 Conclusions Respondents are generally satisfied with tool Audience uses ePBM somewhat frequently Changes could be made for improvement

14. 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

15. 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

16. 16 Questions?