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It used to be that people had to call travel agents to book a plane ticket, or had few outside options for preparing taxes other than places like H&R Block.
Nowadays, you can book your flight on Expedia or use TurboTax to prepare your forms for the IRS beast to sniff over.
So why, asks Microsoft‘s Margie Medd, does human resources lag at organizations? Why must staffers spend so much time answering questions about stuff that’s right there on the intranet? Maybe it’s because intranets aren’t organized with the employee in mind.