TOP TASK MANAGEMENT

February 22, 2010

Gerry McGoverngerry@customercarewords.com

www.customercarewords.com

Copyright © Customer Carewords Ltd.

Customer Carewords

Copyright © Customer Carewords Ltd.

4

Accounting (general ledger, accounts receivable / payable, job costing, order entry) Event management

Payroll (services, time and attendance tracking)

Antivirus (software, consultancy, malware) Expense management (tracking) Point of sales systems (POS)

Backup and recovery (online, archiving) Financial analytics and reporting Production scheduling (bill of materials)

Billing (credit control) Firewall solutions Project management (software, services)

Budgeting (cost management)Hardware and software financing and leasing Purchasing / procurement

Business continuity (office move, expansion, disaster preparedness)

Health and safety (OSHA, workers' compensation, accident reporting)

Quality management (control, assurance, testing)

Business intelligence (BI) Help desk services Remote services (devices, access, support)

Business process automation and management (BPM, consulting)

Hosted office workspace (online, Office Live) Retail solutions

Cash flow managementHosting (Web, e-commerce, e-mail, co-location, SharePoint, Exchange)

Sales pipeline / lead management / customer acquisition

Cloud computing Human resources (HR)Search engine optimization / marketing (SEO, SEM)

Collaboration / groupware (document sharing, team working, people directories, SharePoint)

Identity management (password management, privacy, authentication, theft) Secure data communication

Compliance (financial, regulatory)Internet marketing and advertising (e-mail, Web)

Security (audits, intrusion detection, prevention, updates)

Computer / PC support (maintenance, repair, slow computer, performance) Internet security

Servers (hosting, monitoring, data, dedicated)

Conferencing (video, audio, Web) Intranets, extranets, portals Software + Services (S+S)

Contact management Inventory management (stock control) Software license management

Content management (CMS, PHP, enterprise, systems, SharePoint) IT business consulting Software-as-a-Service (SaaS)

Custom software development IT sales (hardware, software)Spam (anti-spam, filters, blockers, blacklists)

Copyright © Customer Carewords Ltd.

Tasks Voting TrendsTasks

179 Voters

358 Voters

537 Voters

716 Voters

Internet security 3% 4% 3% 3%Antivirus (software, consultancy, malware) 2% 2% 3% 3%Computer / PC support (maintenance, repair, slow computer, performance) 3% 3% 3% 3%Backup and recovery (online, archiving) 3% 3% 3% 3%E-mail management (software, services, hosting, security) 2% 2% 2% 2%Security (audits, intrusion detection, prevention, updates) 3% 3% 2% 2%Spyware (blockers, removal) 3% 2% 2% 2%Desktop support 2% 3% 2% 2%Training (IT, computer, Web-based) 1% 2% 2% 2%Desktop / office software 2% 2% 2% 2%Data / document management 2% 1% 2% 2%Servers (hosting, monitoring, data, dedicated) 1% 1% 2% 2%

2% 1% 1% 2%

2% 1% 1% 2%

1% 1% 1% 2%

Copyright © Customer Carewords Ltd.

6

7

+20%

Copyright © Customer Carewords Ltd.

Tasks Voting TrendsTasks

504 Voters

1008 Voters

1512 Voters

2017 Voters

1 Check symptoms 4% 5% 5% 5%2 Basic facts about conditions / diseases 4% 3% 3% 4%3 Book an appointment online 4% 3% 4% 4%

4

Get advice from a doctor / nurse (phone, website chat, email) 3% 3% 3% 3%

5 What to do based on your symptoms 3% 3% 3% 3%

6

Best place to go for help (GP, A & E, clinic, walk-in centre, pharmacist) 3% 3% 3% 3%

7 When to seek urgent medical attention 2% 3% 2% 2%8 Get your medical records online 2% 2% 2% 2%9 How a condition / disease should be treated 2% 2% 2% 2%10 What to do in a medical emergency 2% 2% 2% 2%11 Get test results online 2% 2% 2% 2%12 Opening times (GPs, clinics, chemists) 2% 2% 2% 2%13 Can I treat this myself? 2% 2% 2% 2%14 Seriousness of a condition / disease (prognosis) 2% 2% 2% 2%15 Diet, food and nutrition 2% 2% 2% 2%

16

Compare hospitals based on quality of care (infection rates, MRSA, surgical errors, death rates) 2% 2% 2% 2%

17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2% 2%18 Treating common health problems at home 2% 2% 2% 2%19 Choose a GP that's right for you 1% 2% 2% 2%20 Tips for coping with a condition / disease 2% 2% 1% 2%

Top 25%

26-50%

51-75%

Age

Tasks1 Check symptoms 5% 5% 4% 5% 2% 3% 5%2 Basic facts about conditions / diseases 2% 4% 5% 3% 4% 3% 4%3 Book an appointment online 3% 4% 4% 4% 4% 2% 4%

4

Get advice from a doctor / nurse (phone, website chat, email) 4% 4% 3% 3% 3% 3% 3%

5 What to do based on your symptoms 3% 3% 4% 3% 3% 1% 3%

6

Best place to go for help (GP, A & E, clinic, walk-in centre, pharmacist) 3% 3% 3% 1% 2% 3% 3%

7 When to seek urgent medical attention 1% 2% 2% 3% 2% 4% 2%8 Get your medical records online 2% 2% 2% 3% 4% 3% 2%9 How a condition / disease should be treated 2% 2% 2% 3% 2% 2% 2%10 What to do in a medical emergency 2% 2% 2% 2% 2% 3% 2%11 Get test results online 2% 2% 2% 2% 3% 2% 2%12 Opening times (GPs, clinics, chemists) 2% 2% 2% 2% 1% 1% 2%13 Can I treat this myself? 3% 2% 2% 2% 1% 2% 2%14 Seriousness of a condition / disease (prognosis) 1% 1% 2% 2% 3% 2% 2%15 Diet, food and nutrition 2% 2% 2% 1% 1% 1% 2%

16

Compare hospitals based on quality of care (infection rates, MRSA, surgical errors, death rates) 1% 2% 2% 1% 3% 2% 2%

17 Contact details for hospitals, GPs, gyms, etc 2% 3% 1% 1% 1% 1% 2%18 Treating common health problems at home 2% 2% 2% 1% 2% 1% 2%19 Choose a GP that's right for you 2% 2% 2% 2% 2% 2% 2%20 Tips for coping with a condition / disease 1% 1% 2% 2% 2% 2% 2%

Top 25%

26-50%

51-75%

11

1Prestigious, well-recognized degree 7% 7% 1% 1%

2 Future job prospects 5% 12% 1% 1%

3Top quality professors/lecturers 4% 16% 1% 2%

4 Career advice 4% 19% 1% 3%

5 Top ranking university 4% 23% 1% 3%

6 Top ranking course 4% 27% 1% 4%

7 Social life 4% 30% 1% 5%

8 Nightlife 3% 33% 1% 5%

9 Fees 3% 37% 1% 6%

10 Postgraduate 3% 39% 1% 6%

Selling more in-car satellite navigation/GPS products…

15Copyright © www.gerrymcgovern.com

16

How people buy cars…

Benefits:

More Important to Customer

Reliability / ratings Low fuel consumption Dependable Affordability

More Important to Company

Engine Design / style Quality Brand reputation

#3 Hide Pages from Search

Sum / add a number

Bottom 20 chart

23

Tasks Total 21900 Cum%CumWords

Library (Information resource centre) 56 0% 97% 77%Health and Safety Guidelines 53 0% 98% 79%Facilities management 53 0% 98% 80%Sustainable development (SD) 53 0% 98% 81%Stationery (business card, office equipm 50 0% 98% 82%Health and wellbeing (work life balance) 49 0% 99% 84%Government Offices 39 0% 99% 85%Emergency procedures 36 0% 99% 86%Leaving Defra 35 0% 99% 87%Managing absence 31 0% 99% 89%Balanced score card 28 0% 99% 90%Resource management 25 0% 99% 91%Get a pass for a visitor 24 0% 100% 92%Producing reports 21 0% 100% 94%Volunteering 21 0% 100% 95%New employees guide 21 0% 100% 96%Supplier information 11 0% 100% 97%Collaboration (Communities of Practice, 10 0% 100% 99%Security information 8 0% 100% 100%

Task Performance Indicator

Manage tasks:Not contentNot technology

Country surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

Browse a publication

online for f…

611

49

Top 25%

26-50%

51-75%

Task 5 – Box 1.2 EmploymentWhat 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

Subscribers and readers at subscribing institutionsGovernment officials with accounts Accredited journalistsNon-subscribers: browse online version for freeNon-subscribers: purchase a copy

Task 8 – Tax haven removalWhen were Andorra, Liechtenstein and Monaco removed from the OECD’s list of tax havens?

Median time on task (sec) =

125

Optimal time on task (sec) =

84

Task Performance

TaxHeavens

2 enquires a week

180

$20 M$1 M

Questions & AnswersQuestions & Answers

Take the next step:Visit our website: www.customercarewords.comOr Email: info@customercarewords.com