MindMapping - Description and Tools
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What is MindMapping?
Stated simply, mindmapping is a technique that uses graphics and text tied together in an effort to increase improve your retention and idea generating capabilities. I know – it sounds like a really “big ask” but bizarrely enough it works!
Brainstorming & Studies
An extremely useful tool from a brainstorming perspective, having a mind map on the board and multiple parties “throwing” ideas to link to/from that map makes for a very interactive and useful exercise.
Having a simple picture with all the different links to and from it makes it really easy to see some relationships that you wouldn’t have guessed at also to see some extra links that can take you in many different directions.
While the research is still out on its actual impact with regards to study notes, there have been studies that demonstrate a significant impact on memory recall. As with most forms of studying, the act of writing things down improves retention vs. just listening. If you follow all of the mindmapping guidelines and use images to represent ideas with colour also, this is only further enhanced.- How to Make Mind Maps
Why should I use Mind Maps? Mind Mapping frees your thoughts from the artificial linear thinking you have probably been taught from childhood. Mind Maps give a visual representation of your thoughts, and are... - Mind Mapping Tools
Our minds are full of thoughts. And unless we organise them, it is difficult to focus on important matters. This also becomes a challenge when collective intelligence has to be gathered or exercises, such as... - JIRA Ticketing System
Built by Atlassian - Jira is an online solution to a variety of needs. These include: Bugs/Change Requests Tracking Help-desk / Support / Customer Service / Project Management Tracking ... - Customer Service, Helpdesk and Operations: Mind Mapping
What is Mind Mapping? In its simplest form it is a technique whereby you use a diagram to represent words and ideas. Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion. By arranging the elements - Customer Service, Helpdesk and Operations: Erlang \'C\' & Scheduling for Call Centres - III
Skill Based Routing - simpler to say than actually execute, SBR is way of ensuring that your contact reaches the agent best suited to deal with and address their issue. This assists in first call resolution, but is also key when it comes to things l
History
While ancient in scope and concept (Aristotle for example used them!) they were reinvented in their modern form by British psychology auther – Tony Buzan.
Format
A mind map is often created around a single word or text, placed in the center, to which associated ideas, words and concepts are added. Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion. By arranging the elements intuitively according to their relative importance it is easy to quickly branch out from the initial (main) point into lots of previously unexplored and unexpected avenues.
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Tools
Visio (owned by Microsoft) has a good mind mapping module built in.
MindManager by Mindjet is another commercial application that is extremely powerful.
FreeMind is a free downloadable Mind Mapping Software program. As the name implies this is a free application and one that is extremely user friendly and intuitive.
Bubbl.us - If your company restricts access to downloadable applications, I would suggest you try a program called bubbl.us – available for use and access online, it is not as pretty as FreeMind, however the fact that you can access it anywhere you can access the Internet is a plus in itself. Currently in beta it is also a free program. You can access it here.
This article is excellent. I intuitively use these methods to brainstorm, but am always looking for ways to teach these skills to others. Thank you for all the great information.
Hi Susan - thanks for reading. Yes I've used MindMaps many times now over the years and they've always worked really well for me. Quite often simply by using the MindMap I find new information that I was completely not expecting!
A very informative article, this is a must-read for anyone.
I recently read an interesting guide about how to improve your First Contact Resolution Rate. There where some really interesting points about causes and how to measure. Check it out http://www.upstreamworks.com/index.php/first-conta
HI Candice - thanks for reading and commenting. Really appreciate your time.
First Call Resolution 22 months ago
I'm a bit of a visual learner and I find mind maps to be excellent learning aids. In my opinion, mind maps are not used frequently enough in the school system. Even in the company that I work for, mind maps would be great to help new hires understand how the business works. It would also be beneficial for long-time employees as a refresher.