Forms analysis and design
Our approach to forms analysis and design is based on the communication philosophy and information design principles discussed earlier in this brochure. Our research and that of similar organisations reveals error rates of up to 100% for many forms-both public-use and in-house. It is rare to find high volume forms that are more than 20% free of errors. Using proven error analysis and useability testing techniques we are able to reduce errors to often insignificant levels, greatly enhancing user acceptance, reducing error correction costs and significantly improving staff morale.
Forms Management
We have had extensive experience in forms management. Our Managing Director, Robert Barnett, has implemented forms management programs in such diverse organisations as the Australian Department of Defence, Capita Financial Group and Westpac, and has assisted a number of large government and commercial organisations with the development of their programs. Our text book, Managing Business Forms, is recognised internationally as a foremost work in this field and is used extensively by tertiary students and forms professionals.
We can assist with preliminary advice to management, feasibility studies and full development and implementation of an organisation-wide forms management program.
Electronic Forms
In the 1960's the computing industry was promoting the concept of the "paperless office". Yet, thirty years later it still hasn't happened. There were various reasons—the main ones being poor hardware, inappropriate software, emphasis on selling technology and failure to recognise human needs.
However, the scene is now changing, hardware is still poor and there is still a huge emphasis on selling technology. But software is rapidly improving and human needs are being met.
We have had experience with a number of different approaches to electronic forms and are currently an IBM partner selling and suppporting IBM's FileNet eForms software.
Contact us to learn about the benefits that can be obtained from using specialised electronic forms software.
Useability Testing
Our primary method of testing is through observational ueability studies which give us empirical evidence that a document is working. They show us why people make mistakes, why people don't carry out what is expected of them and the problems they face. These studies highlight the major problem areas and enable us to fine tune the design to get rid of them.
We also make extensive use of error analysis to find out what is going wrong with existing forms and to set up benchmarks for measuring improvement.
Procedure Manuals
If you were to examine the use of procedure manuals in most organisations, you would find them rarely used by those who are supposed to use them. Even when they are in use, they are often out of date, only showing what management wants rather than what really happens.
Manuals are typically difficult to follow and are usually written by well-meaning supervisors who have little, if any, training in written communication and procedure structure. Many manuals are written in narrative style to reflect correction of past problems or the whims of the writer. They are generally written from the point of view of the writer rather than the reader-from the supervisor's angle rather than that of the operative who will use them on a day to day basis.
We believe that the Playscript technique, developed by Leslie H. Matthies, is still one of the best methods for documenting procedural activity.
