NOTE: the staff directory may also be referred to as the internal ‘phone directory’, ‘phone book’, corporate ‘white pages’ or other similar name. These heuristics are relevant, regardless of the name used. If there is no staff directory on the intranet, give a score of ‘0’ for all heuristics.
SCORING AT A GLANCE: 0 = extremely poor, not implemented • 1 = very poor • 2 = poor • 3 = good • 4 = very good • 5 = excellent, exceeds criteria
Where staff information is provided via other systems (such as the mail client), this should be completely consistent with the details in the intranet-based staff directory.
0: There are multiple staff directories, provided on different sections of the intranet, or accessed via different systems (such as email). Information obtained from each of these locations or systems is inconsistent or conflicting.
5: There is a single staff directory that is used by all staff. Where staff information is available using other systems, this is entirely consistent with the intranet-based staff directory.
The staff directory provides core information that staff commonly require
The staff directory should include core information about staff, such as:
Position within the organisation
0: The staff directory does not provide all of the core information outlined above. Alternatively, inconsistent amounts of information are provided for each staff member.
5: The staff directory provides all of this core information, and other information that could be useful, such as alternate contact details.
The staff directory provides additional information to support identified business needs
Beyond the core information outlined above, the staff directory can be used to meet a range of business needs. Additional information can be captured such as:
Location (including marking the location on a floorplan or map)
CV or resume
Skills or experience
(See the commentary for a more complete list of additional fields which can be provided by staff directories.)
0: The staff directory only provides basic contact details, such as those listed for the previous heuristic.
5: The staff directory has been expanded to include a range of additional information, designed to meet identified business needs or to improve staff productivity.
The staff directory search results are easy to read and contain key information
The staff directory search results should assist the user in identifying the staff member they are looking for. This includes presenting key contact information (such as the phone number) in search results, to avoid staff having to open up the full profile page for the desired staff member.
0: Only the names of matching staff are included in the search results.
5: Results include the names of matching staff and key information, such as phone number, position and (if relevant) office/department.
Staff details are consistent and accurate
The staff directory is only useful if it contains accurate and complete details. Only then will staff trust (and use) the staff directory.
0: A large number of staff details are inaccurate or incomplete.
5: Staff details are entirely up to date and complete. The staff directory is directly integrated with key sources of staff details (such as the HR system), and there are defined business processes in place for ensuring that entries are updated in a timely way.
The staff directory contains details for all staff within the organisation
The staff directory must include entries for all staff within the organisation. Beyond just full-times staff, this should include:
Consultants (where appropriate)
Volunteers (where appropriate)
Procedures should exist to ensure the directory accurately reflects changes such as new and exiting staff.
0: The staff directory is missing entries for many staff, including some full-time staff (such as those located in different offices). Staff who have left the organisation are still listed, while new-starters have not been consistently added.
5: All staff are contained within the staff directory, including part-time staff and contractors. Processes are in place to consistently handle new starters and staff that leave the organisation.
Staff directory entries can be easily updated
Instructions should be clearly provided on how to update staff directory details. At a minimum, this should provide contact details for who to send changes to.
A more effective approach for maintaining directory details is to provide a 'self-service' facility to enable staff to update their own details. This should have appropriate security in place to ensure that staff can only update their own record, and only selected fields within that record.
0: There is no indication of what should be done if the details are out of date.
5: Staff can update their own details via a secure 'self-service' editing facility. Staff can only update their own record, as well as ensuring that only appropriate fields can be changed.