Know your users

To have real situational awareness you need to see the landscape through the eyes of your users — the groups of people you must interact with in order to be successful. Many organisations (though still not all) recognise the importance of customers (i.e. those who give you money) but you should also be aware of those other groups who can influence outcomes (shareholders, staff, regulators, non-customers etc.). 

To determine who your users are answer these two questions: 

  1. What is your PURPOSE? (i.e. what does your team/organisation aim to achieve?) 
  2. WHY should anyone else care about your MISSION? (i.e. what's in it for them?) 

Write down all the groups you can think of in answer to question 2 (along with the reason they should care about what you're trying to achieve) and start focusing on them, as these are your users. 
Organisation Responsiveness