Changing User Behavior For Success, One Staple At A Time

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“Tell me and I’ll forget; show me and I may remember; involve me and I’ll understand.”  Chinese proverb

Sometimes you can ask, plead and cajole people to do something and not get anywhere. Like asking people in your organization not to staple documents together, so that you can prepare them more easily for scanning. Some people come up with imaginative methods to convince their organizations to change their habits.

Susie Honsinger, a financial/technical assistant at the Shiawassee Regional Education Service District in Corunna, Michigan, came up with a novel idea. She scans documents for her department into CEO’s Image Executive document management system.

For years she suffered with removing not just single, but sometimes multiple, staples in the documents she had received for scanning.  To urge her co-workers to stop stapling documents to be scanned, she even put a message at the end of her emails, “For every staple you put in, I pull out”.

Her message had limited impact. Then she came up with an idea. To show people how much effort she had spent removing staples before scanning, she started collecting the staples she had removed from documents and put them into a glass vase. spilled_staples

Initially the number of stapled documents was high, close to 100% of received documents.  Little by little she built her collection.  In the 2 years since she started her collection, she has collected 6.5 ounces of staples in her vase, a number that is equal to 5860 staples.

To drive home her point, Susie came up with a contest. The person who put the most staples in one document by Christmas would receive a “gift” of all the staples that she had saved thus far.  The magic number was 12 so that “winning” secretary received a baggie full of staples along with a little note.  They all got a laugh out of it and a lot fewer stapled documents reached her desk than before.  People saw the extra work that stapled documents caused Susie and they have changed their behavior, Since then paper clips, not staples, are what they use.  They now get the message.  Great Solution, Susie!

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