Paradox of delivering to isolated staff (02 May 2005)
This is not to say that nothing important happens at the periphery of organisations: quite the opposite. In many cases, it is the staff who are located in regional offices, or out in the field, who are key deliverers of the organisation's services.
For example, branch staff in the bank are the 'front line' that interacts directly with customers. Sales staff in the field, or engineers at plants are similarly critical.
The challenge is to meet the information needs of these staff. Due to their lack of proximity to core services, they are much more reliant on non face-to-face communications, such as the intranet, emails and phone calls.
Article URL: http://www.steptwo.com.au/papers/cmb_isolatedstaff/index.html
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