Important: Uncovering all users
When clients request policies and procedures (P&P), they usually have primary users in mind. However, it is important to work with clients to uncover other users who may benefit from the same information, either all or in part. P&P will have greater value to the organization when more user roles are identified.
Urgo & Associates’ solution
How, then, do you identify all potential users of P&P information? At Urgo & Associates, we designed a simple tool—the User Identifier, a two-by-two matrix to help clients uncover all potential users. This tool enables us to help clients visualize additional categories of users who will benefit from the P&P project. Our experience indicates that clients are pleasantly surprised to realize there are additional types of users who were not originally considered.
User Identifier Tool
Urgo & Associates’ User Identifier Tool is illustrated below:
| Users | Internal to Organizational Context |
External to Organizational Context |
|---|---|---|
| Intended | ||
| Non-intended |
User definitions
Internal users: Users with roles “inside” the defined organizational context, such as a department(s) or company.
External users: Users with roles “outside” the defined organizational context, such as a department(s) or company.
Intended users: Users for whom the P&P information is designed to be used in full or in part.
Non-intended users: Users with roles for whom the P&P information is not purposely designed, but who would benefit by referring to the information in full or in part.
Example 1: Property management practices manual
A property management company requested a P&P manual for property managers, the primary users. Using the User Identifier Tool, we uncovered five additional user roles (shown below in italics) that would benefit from the manual.
| Users | Internal to Company | External to Company |
|---|---|---|
| Intended | Property managers | (not applicable) |
| Non-intended |
|
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Example 2: Web-help system for contracting professional services
A public agency requested a web-help system for purchasing department buyers, as well as administrators of professional services contracts. Using the tool, we uncovered five additional user roles (shown below in italics) that would benefit from the system.
| Users | Internal to Purchasing Department | External to Purchasing Department |
|---|---|---|
| Intended | Buyers of professional services | Administrators of professional services contracts |
| Non-intended | Purchasing Department Director and administrative staff |
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Conclusion: Urgo & Associates’ User Identifier Tool helps clients uncover all intended internal and external users, as well as non-intended users who can use the P&P information—maximizing the value of P&P to an organization.
To maximize the value of your policies and procedures information investment, contact Urgo & Associates.