1. Top Tasks Management Lisbon, May 17, 2012 Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern

2. @gerrymcgovern

11. A B

13. Tasks Pie Chart

14. Top 20 Tasks

15. Bottom 20 Tasks

20. SIMPLICITY FREQUENCY WEB PHONE FACE-TO-FACE

24. 2009

25. 7 seconds To 2 seconds 7% to 12% Revenue Increase

27. Page 27

28. Task management on the website Page 28

29. Task management on the website Page 29

30. Waste and Recycling September 2008 Telephone and web transactions Telephone322090% Web36510% Total3585100%

32. Waste and Recycling April 2009 Telephone and web transactions Telephone194633% Web392267% Total5868100%

38. Capital Cities Of Canada Large Metro Area FVCS Populated Area Places

39. Slow Links Content Tools Stuff Useless Links FAQS Infinity & Beyond

42. Tasks Pie Chart

43. Tasks Voting Trends

44. Children

45. Gender

46. Long Term illness

47. Region

48. Carer

49. Age

50. Occupation

52. During treatment for a stomach ulcer, Deborah Knifton was devastated to find out that she had stomach cancer. At the age of 40, she had surgery to remove her stomach.

55. Shortlist

57. Longlist

58. Sources for Longlist 1.Organization strategy 2.Stakeholder interviews 3.Examine existing website 4.Analyze top search terms 5.Most visited webpages 6.Competitor or peer websites 7.Relevant media 8.Customer feedback / research

59. Shortlisting ADMIN

60. Managing the Longlist Tasks: This is where we place the task word/phrase Overlap: This column contains task phrases that are very similar to each other. Class: This is the broad classification that the task phrase fits into. Source: This is where we got the task phrase. For example, “Top 100 Search Results”. Internal Source: This identifies the person who put the task on the list. (Sometimes a number of people will be involved in the research process.) Overlap

61. Class Alternative Causes / risk factors Find services / experts Live well / healthy living News Symptoms Tests / diagnosis Treatment

62. Class Overlap

63. Class Overlap

64. Shortlisting RULES

65. NO BRANDS

66. NO GOALS I'd like to be happier I'd like to have more energy I'd like to improve my family's health I'd like to sleep better Live well

67. NO ORG WORDS

68. NO DEMOGRAPHICS

69. NO TOOLS / FORMATS Calculators Interactive Health Tutorials Medical Podcasts Personal Health Tools Picture slideshows Podcasts Surgery Videos Videos

70. NOT TOO HIGH Facts and Figures Conditions Diseases Find services Frequently asked health questions Injury Prevention Medical conditions Mind, Body, & Spirit

71. NOT TOO LOW Emergency contraception Nonprofit Agencies Poems and stories about health Cancer Diabetes Walk-in centres

72. DISEASES / CONDITIONS Basic facts about conditions / diseases Different types of a condition / disease How is a condition diagnosed? Is a condition / disease infectious? Myths about conditions / diseases Other conditions / diseases linked to a condition Seriousness of a condition / disease (prognosis)

73. NO OVERLAPS

74. NO DEMOGRAPHICS

75. AVOID VERBS

76. AVOID REPETITION Health bookshop Health Calculators Health check Health Check Tools Health directory Health encyclopaedia Health expert advice Health Journals Health Library Health News Health tools Maximum 4 tasks that begin with the same word

77. COMPLETE

79. Top 20 Tasks

81. ONE TASK Choose a Doctor, find a clinic Drugs info, symptom checker Nutrition and Fitness News and events Avoid acronyms Max 7 words / 55 chars

82. Final Shortlist Checklist

83. 1.No brands 2.No goals 3.No organization language 4.No audiences, demographics 5.No tools or formats 6.Not too high

84. 7.Not too low 8.Avoid verbs 9.Avoid repetition 10.Avoid acronyms 11.Max 7 words / 55 chars 12.Complete 13.One task

85. Category Questions

86. Task Voting Question Please look at the following list and choose ONLY the top FIVE Tasks that are of most relevance to you. Give a score of 5 to the MOST IMPORTANT to you, 4 to the next most important, then 3, 2, and 1. Please give ONLY one score of 5, one 4, one 3, one 2, and one 1. Leave the rest blank. Please trust your first instincts and spend no more than 5 minutes on this exercise.

87. Task Voting Question Please look at the following list and choose the top FIVE most important things to you in deciding to buy a new car. When using a health website what 5 factors are most important to you? Please look at the following list and choose ONLY the top FIVE Topics that are of most relevance to you. Please look at the following list and choose ONLY the top FIVE Topics that are of most relevance to your Business on the Enterprise Ireland website. Below is a list of typical IT-related challenges that organizations face. Choose the top FIVE challenges you face for which you would consider looking for support from an external company. Select the FIVE words or phrases from the following list that reflect the most important things to you in relation to a satellite navigation system.

89. 89

90. @gerrymcgovern