Note: A version of this article appeared in the November, 1998 issue of Automatic ID News magazine.

A Revolution? I’m no revolutionary but I want to start a movement. Will you join me? OK so you want to know what it is about before you join up! The movement deals with the quality of information that we all must gather when we are trying to improve the processes that support the work of our companies. As I conduct research to buy software, equipment or systems I am often struck with the fact that although I talked to people for a long time, over the phone, via email or in person, I don’t always get the answers that I need. Did it ever happen to you?

Now there is a question. Am I bad at asking questions or are people just bad at answering them? Well the truth is probably somewhere in between. This means that we all need to be better information gatherers and information providers. So that is what the movement is all about. This quality information "thing" could apply to any technology; however, since AIDC is important to the readers of Automatic ID News, we’ll think about information related to this group of technologies.

Stick with me. The information in this article is something you will be able to use.

Why is this important?

For many people thoughts and concepts about the use of AIDC are still very much in the formative stage. As such, many of the questions posed to experts are really of a research nature. They are not simple inquires, but rather part of a cognitive process leading to a decision about the worthiness of an idea or the development of a concept. It is, therefore, extremely important that the best information be provided in a given situation. Bad information or poorly explained concepts may delay or abort otherwise viable projects. Additionally, the person gathering the information may be at one level within an organization but may need to provide information to another; i.e. technical type explaining something to an executive (you can imagine the potential problem).

How will we know quality information?

Responses to questions should be direct, well-phrased and jargon-free. Even with a well-focused, straight-forward answer a really good response should also direct a person to an appropriate information source that will help make it more complete.

A Simple formula When Asking or Answering:

Since not everyone will not be on board with the movement (at least at first) we will have to lead by example. When we ask questions we should use a formula that will lead the "expert" into a pattern that will make them more effective. Of course when we provide answers we will use the same formula. The immediate benefit is that we give and get better answers that way.

Level of person asking or answering + context + perspective + level of person using the information = the best answer. This helps the person providing the information scope and prepare the nature of the response which in turn makes it more understandable to the requester. The person asking a question has a responsibility to phrase the question in a manner that will help the information provider focus on the most concise and appropriate answer.

These terms should be defined:

Using this formula and the definitions, you can "map" the flow of information.

How the Map Works:

Suppose that you are a caller:

"Hi. I'm responsible for shipping operations at the Ivy Land Widgets Company (obviously operations level). I'm looking for some general information about the cost payback for bar code in a receiving operation (application context from the perspective of a user). I need to prepare an overview for my boss (information going to an executive level). Can you help me?"

That's the kind of question that gets answered fast.

Another example might be when someone calls you on the phone:

Caller: Hello ... I'm interested in bar code.
Answerer: Let me ask a few questions that will increase the quality of my answer. Are you at the executive, operations or technical level?

Caller: Technical.
Answerer: Is this of a general, applications or research nature?

Caller: Applications.
Answerer: Are you a user, standard setter, educator or an equipment, service or system provider?

Caller: I'm a user.
Answerer: And finally, will you be using this information yourself or is it for others?

Caller: I'm trying to explain the benefits of bar code to others in my department.

If information providers and seekers (that is all of us) want to join the quality information movement then all we have to do is arrange our information in a similar manner and then start using the formula. Presto! Quality information. If we each do a little, it will really help a lot.