Technology Disruption and the Illusion of Accuracy

RE: Paper vs. Technology

We live in a time where change is the norm and technology is a part of our daily lives. The need to keep things “in sync” between devices, systems, processes and platforms is an ongoing challenge of “managing change”. Now more than ever, our processes need to be reviewed on a more regular basis to ensure that each piece is still relevant in accomplishing the intermediate as well as the end results.

Communication Channels
A local business managed their content on a local machine and/or server. This business also had a web site where they published information about their products, services as well as statistics related to their growth around the world.

They had a few locations in the United States and the relevant information was initially correct on their web site. As the company acquired other businesses, the web site was not reflecting updates related to the new locations.

Reality Check
Recently, I was able to talk with the business owners within the M&A group to understand the disconnect. The paper reports used within their regular status meetings were updated correctly and showed all of the data related to each location just fine. They were assuming that the web site also showed the same content until I pointed out the misstep.

In this scenario, the status meetings should not solely focus on the printed paper reports. Rather, the statistics from the web site should be regularly featured in the meetings to verify consistency and accuracy of information across the channels and audiences.

On a regular basis, take time to
• consider the channels of communication
• consider the target audiences and their personas
• consider who owns what content
• consider the best place for managing the content
• consider the format of the content
• consider new measures of quality control
• consider other items related to your business situation

Due Diligence
Doing the same things because they have always been done that way is not a long-term strategy.

This entry was posted in Business Intelligence, Content Management, Information Architecture, User Adoption. Bookmark the permalink.

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