1. TOP TASKS MANAGEMENT Overview December 20, 2010 Gerry McGovern gerry@customercarewords.com www.customercarewords.com

2. Shortlist

4. Longlist

5. 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

6. NO DUPLICATES

7. Tasks Voting Trends

9. 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.

18. Questions and Answers 1.What is swine flu? 2.What is a pandemic? 3.How is swine flu different from seasonal flu or bird flu? 4.What can you do to protect yourself and others? 5.What is the government doing to prepare?

22. Tasks Pie Chart

23. Top 20 Tasks

24. Bottom 20 Tasks

25. Overall task performance – All tasks

26. Task 5 – Box 1.2 Employment What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009? Median time on task (sec) =215 Optimal time on task (sec) =81 Task Performance

31. Subscribers and readers at subscribing institutions Government officials with accounts Accredited journalists Non-subscribers: browse online version for free Non-subscribers: purchase a copy

37. 37 Web customer support best practice Monday, January 17, 2011 11:00 AM - 12:00 PM EST https://www2.gotomeeting.com/register/484921715 Your customers' experiences with product support on your website are critical. They determine whether your customers become advocates or antagonists to your products and company. Their experiences directly impact sales. A good experience can lead to repeat sales, upgrades, and increased consumption. Whether people are trying to download, install, configure, upgrade or troubleshoot, they all want to complete their tasks as quickly and easily as possible. Taking a top task management approach to design of the support section of your website optimizes the customer experience by making the most frequent and critical tasks immediately available, reducing clutter and distractions, and providing support for common sequences of support activities or workflows. In this webinar we'll explore why many support websites simply add to the frustration people already have when accessing support and share with you some of the top task management strategy and techniques that make your support website not only more effective but an asset that can generate new revenue.

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