Status Updates From The Stranger's Long Neck: H...

Productivity on the Web is bases on the principle of selfservice. • The best self-service tasks have high frequency and low complexity. • The worst self-service tasks have low frequency and high complexity.

We don't like Google because it's a search engine, we like it because it's a find engine. So you don't manage the ability to search on your website. You manage their ability to find on your website.

We are realizing that we should not be managing technology or content, but rather our customer's experience as they seek to complete a task. It's not organizational productivity that we should focus on. Rather, it is customer productivity that should mlnopolize our attention.

Information needs to be organized by how people are thinking when they need it.

In a world that is increasingly running on content, the quality of content—rather than the quantity of content—determines success.

Don't make the common mistake of managing the technology or the content itself. Manage the tasks your customers need to complete, using the content that your organization publishes.