What's the real problem with information?
Too much is unstructured
'Information overload' sounds so last century, doesn't it? But it isn't. It's still with us.
So much content is unstructured and difficult to use. Too often it's hard to understand or even grasp why we should read it. And if you need to write something - do you find you just don't have the time to write something your readers need, in a form they can use?
Looking at causes not symptoms
Agreeing that Information is a problem because it's unstructured and difficult to use merely confirms the symptoms. The table below identifies some of the causes.
Recognise this symptom? |
Could this be the cause? |
|---|---|
"We are too slow in responding to our customers' enquiries or complaints." |
Your information is poorly organised. People are struggling to track down possible answers or best practice. |
| "The same complaints and issues come up again and again." |
Your documentation is repetitive or inconsistent. People find them hard to use. Writers find them difficult to edit. |
| "It can take such a long time to get a new product to market." |
Your processes are defined but they are not clear to users. Errors occur between the Definition of Requirements and Product Validation. |
| "Too often we make errors in production or in our service delivery. Then we have to scrap products or redo work." |
Your procedures are hard to follow. Your people are just guessing what to do, or asking a colleague. |
| "We have the busiest help desk. Our customers sit in phone queues for ages." |
Your Instructions and task descriptions are unclear and confusing. Customers and staff don't understand what to do. |
| "No one ever replies to my emails the way I expect them to." |
Your emails are vague with actions that aren't clear. Readers aren't sure what you want them to do. |
So, what could Information Mapping do?
Select the link, How relevant is Information Mapping? to see why Information Mapping is a 21st century solution.