Let’s call him George. George was having a very bad day. He needed legal advice. So, over his lunch hour he scheduled an appointment. After George described his situation, the lawyer pulled a book from the shelf behind him. After briefly scanning it and checking precedent, he confidently told George with a smile, “Relax. This is a slam dunk.” On his way out of the office, George gazed at the consultation invoice and muttered to himself: “15 minutes! Only 15 minutes and he charged me $325.00!”
On his way back to the office, George’s car starting making some serious grinding noises whenever he turned to the right. He pulled into the local Fix-It-All Garage and described the noise to the technician. After turning over the keys, George looked through the large glass window as the mechanic pulled here and tugged there at his car up on the lift. After only a few keystrokes at his computer station, the technician began installing over the next ten minutes what looked to George like a $10.00 part. In the blink of an eye, George was standing at the counter with another invoice. He called his wife to grumble: “He pulled and tugged in two different spots and then charged me $325.00. I’m in the wrong line of work!”
Certain that his ulcer was acting up, George stopped at the clinic on his way home that day. The doctor, who agreed to fit him in right away, asked a few short questions, consulted his desk reference guide, and started writing a prescription. Moments later, speechless George could only grimace as he faced yet another hefty bill. Poor George.
Besides a considerable amount of cash, what was George missing? Someone might say that George knew the cost of everything, but the value of nothing. Because George was able to successfully confront and overcome several perplexing and complex problems, someone else might say, “What a great quality of life George has!” It all looked so deceptively easy. However, to focus only on the “interface” is to fail to consider the years of training and experience behind each professional who knew just what questions to ask, just where to look and pull and tug, and just which resource to consult.
How does one measure the true value of successful information organization, navigation, and retrieval? Access Innovations Inc. offers superior customer service, ease of product use, and support, combined with years of experience in order to provide outstanding quality. Speak with the CEO of Access Innovations, Inc., Jay Van Eman, about the qualitative and quantitative criteria used to assess successful KOSs and the proper rationale for measuring ROI in your setting. Are you getting real value for the cost?
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Eric Ziecker, Information Consultant
Access Innovations, Inc.