The problem
There is a directory, but nobody trusts it.
When someone needs to reach a colleague, everyone uses their own method. One person checks the address book in Outlook. Another opens an old Excel file on their desk. Another looks for the PDF directory that arrived last year, and someone else asks the person at the next desk.
The result is always the same: the number is out of date, someone who left is still on the list, and a new joiner is nowhere to be found. A directory nobody trusts is a directory nobody uses.