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Summary
Kate Towsey is an independent strategist, coach, advisor, and author of the acclaimed book Research That Scales. For more than a decade, she has been at the forefront of ResearchOps. And now, you can learn directly from her during this upcoming Ask Me Anything (AMA), hosted by Rosenfeld Media. Watch Kate Towsey answer questions about research operations, user research, and how to build scalable research practices.
Key Insights
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Research operations predates its popular term and has existed in big tech companies for around 15-20 years, as noted by veterans like Noel Lamb and Tim Toy.
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Research and knowledge management should be viewed as infrastructure that enables knowledge flow, not as assets to be owned or controlled.
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Culture is critical for research adoption; without trust and space to absorb knowledge, even the best research infrastructure fails.
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Research ops should balance routine 'keep the lights on' tasks with strategic system-building initiatives to create lasting organizational impact.
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Strategic work requires carving out dedicated, uninterrupted time regularly to step back, reflect, and prioritize high-impact opportunities.
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No one person can effectively handle all facets of research ops; building cross-functional partnerships with legal, procurement, HR, etc., is essential.
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New research ops practitioners benefit from starting small with knowledge assets like simple spreadsheets or newsletters before scaling.
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Community involvement and co-design in research ops systems promote buy-in and smoother adoption of new processes and tools.
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Differences across sectors like government, tech startups, and legacy enterprises mainly arise from culture and procurement pace rather than core research ops principles.
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Research ops is an evolving discipline requiring adaptability, embracing tools like AI, and shedding rigid industry labels to thrive in changing environments.
Notable Quotes
"Some people have been doing research ops a lot longer than the term has existed."
"You can own the infrastructure that allows knowledge to flow but you can't actually own the knowledge itself."
"People don't learn when they're rushed, stressed, or don't trust the source of the knowledge."
"You've got to slow down to go fast; make space in your schedule to think strategically."
"Every operation is going to have whirlwinds and fires all the time; strategy doesn't end that."
"It is impossible for one research ops person to do all the things expected in job descriptions."
"Be a magnet for skills around you; build partnerships with legal, procurement, HR to share the load."
"Adoption is crucial; build your community early by involving them in co-design and pilots."
"Culture often makes the biggest difference in how research ops works across industries."
"Research ops is like the most punk thing you can do in the experience design space."
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