Insider Newsletter from Information Mapping

Case Study - Texas Capital Bank

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June 2006	www.infomap.com	Vol. 14, No. 2

Success for Texas Capital Bank

by David Singer, Contributing Writer

Founded in 1998, Texas Capital Bank has become a major provider of financial services to small and midsized businesses within the state. With total assets of nearly $3 billion, the bank is a rapidly growing organization with offices in major cities throughout Texas.

Jan Ross is a Documentation Specialist within Operations at the bank’s Dallas headquarters, and a proponent of the Information Mapping method. The transplanted Pennsylvanian is a key member of the team that created and maintains Texas Capital’s Documentation Online Center (DOC). This intranet site houses all of the bank’s internal policies and procedures and is in daily use by employees throughout the Texas Capital organization.

“I first heard about Information Mapping in 1998,” Jan recalled in a recent interview. “I attended the Developing Procedures, Policies and Documentation course, which was one of the best classes I’ve ever had. When the bank began to grow, I knew this method would be helpful to us.”

Jan and other team members use the method to meet the challenges of making the bank’s many policies and procedures accessible to a rapidly growing and diverse audience of employees. The DOC intranet enables the team to manage multiple manuals from a single location. The Information Mapping method helps them to organize large amounts of complex information and develop documents that are clear, concise and easy to use.

DOC has become a resource for employees at all levels within Texas Capital, especially for new hires and those engaged in project work, who routinely search DOC for information they need.

“Our employees work with lots of different software and there are many processes for using the systems. People just don’t know how to put the information on paper. This is why DOC is a great resource for them,” Jan explained. “Information Mapping has helped us to simplify our processes and ensure that the documentation isn’t cluttered and confusing. This is especially true for the “if/then” situations. The method really helps with those.”

DOC is a resource for regulatory personnel, too: when OCC auditors perform their annual compliance audits at Texas Capital, they access information about the bank’s processes by searching on DOC.

Jan told us, “Comments from auditors and regulators have been extremely positive. We make it easy for them to locate and work with our information, and they appreciate it. They tell us that the information is professionally presented and very easy to read.”

Because most DOC content is confidential, Jan could share with us only a sampling of the screens developed by her team. These samples represented excellent application of Information Mapping techniques to online documentation. We were particularly impressed with the inclusion of integrated graphics, the clear, uncluttered tables that serve to keep even novice users oriented, and the well-designed links to other relevant information. It is easy to understand why DOC has won praise from auditors as well as users within the Texas Capital organization. We congratulate Jan and the DOC team at Texas Capital on an excellent application of the Information Mapping method.

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