Category Archives: Information Management

Five ways to improve customer communications

How good is your organisation at communicating with its customers? Here are five tests to assess your customer experience maturity. In many organisations departments are working towards short-term silo based targets. If so, they might behave in the following ways: … Continue reading

Posted in communication, customer service, Information Management, service delivery | Tagged , , , | 4 Comments

Why information and data management is like a teenager

In my experience, information management and data management are both, pretty much, misunderstood. End users tend to think of data management as the technology stuff that the guys with the black boxes sort out. They only notice it when it … Continue reading

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Information Assets – What are they?

The National Archives (TNA) has evolved a working definition. “An Information Asset is a body of information, defined and managed as a single unit so that it can be understood, shared, protected and exploited effectively” In other words information assets … Continue reading

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Why information management is important.

I have noticed that business managers generally ignore or misunderstand the term Information Management (IM); and when I talk about IM Strategy their eyes glaze over and the subject is changed. So here is a simple example of where IM will … Continue reading

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A Side Effect of Social Graphing

There is a marketing technique sometimes called Social Graphing. i.e The collection of available personal information that is collated for use in an automated process that is designed to categorise people into types, groups, common units, etc It has been … Continue reading

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How to create a great Digital Personality

In 2008 I was involved in a series of debates about the possible demise of privacy in the digital age. I believe that in 2011 we are now at that point. Some high level indicators might help to explain: Since … Continue reading

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Increasing your network traffic

Have you ever wondered why there is only one eBay or only one Wikipedia? This is about the imbalance that popularity causes on the internet. It is as if there are only one or two places for each category of … Continue reading

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Do you need Cloud Computing?

Cloud computing is a term that still means very little to most non techie’s. You may also hear staff saying that your business needs Citrix, (one of the most common enablers). So what is this all about? The compelling advantages … Continue reading

Posted in being efficient, cost cutting, customer service, Information Management, leading change, leading change management, service delivery | Tagged , , , , , , , | 2 Comments