The DOBlog

Category: Information/Data Quality Issues

  • Election in the offing…

    There is an election in the offing here in Ireland. However there are (or rather should be) some concerns still about the quality of the electoral register.

    Over on the IQ Network site there is a short article about the importance of timeliness of information as a measure of its quality and accuracy..

    An important aspect of Information Quality – Timeliness
    IQ Network – the IAIDQ CoP in Ireland – Wednesday, 25 April 2007

    Also, on the Labour Party website there is a piece about issues uncovered in the door to door scrap and rework cleanup that was done late last year on the Electoral register…

    All in all I have an uneasy feeling, particularly as the fundamental root causes don’t seem to have been addressed.

  • What the…? – Irish Political coverage ignores the Elephant in the room

    I’m frankly baffled. We are in the run up to a General Election here in Ireland. All the media pundits are quoting 24th May as the date of the (as yet unannounced) election. This would require our parliament to be dissolved at the latest next week.

    Ireland runs a Proportional Representation/Single Transferable Vote system. It is built into our Consitution. There is a large body of legal opinion around the thresholds at which the ratio of elected representatives to number of people in a constituency breaches the Constitution. We are, it seems, at that point in 10 consituencies out of a total of 43. This has resulted in a Constitutional challenge in the High Court by two Independent TDs (Members of Parliament) to the holding of any election until the balance of Proportional Representation is restored through changes to the make up of Consituencies.

    The fact that key demographics had changed and there was a risk that the Electoral Constituency boundaries or numbers of representatives in each consituency might need to be altered was identified in September 2006 when the preliminary figures from our Census were published. There is no legal obligation on the Government to act or react to these however. The final Census figures were published on the 29th of March. These should be acted on or else there is the risk of any election being declared unconstitutional.

    The risk is that if the Dáil (our parliament) is dissolved prior to an election the running of which is declared unconstitutional until the parliament (the one that has been dissolved) addresses the issue of the Electoral contituencies then we could find ourselves with a bit of a governmental and Constitutional crisis.

    Yet the media continue to focus on the dog and pony show but ignore the Gorrilla in the room. The Executive arm of Government continues to barrel down the path to an election without any apparent appreciation of the risk that exists, both to the simple fact of an election and to the essence of our Constitution. Why has the existence of this Constitutional challenge not been publicised more? Why are the media giving the politicians sound-bite time to puff their agendas ahead of an election being called but they don’t ask the relevant politicians why we find ourselves at a juncture where the Constitutionality of our Electoral system is being challenged due a disproportionality in representation?

    The chronic lack of leadership and accountability on the part of the Government Minister charged with monitoring and managing how our Electoral Register and our Electoral Processes operate is shocking. However at least it is consistent with his lack of leadership and lack of willingness to be accountable for anything other than a soundbite on the news (he was going to ‘bash some heads together’ over the Galway water crisis apparently).

    To tie this back to my theme of Information Quality Management, Deming called on management to adopt a “constancy of purpose” and to wholeheartedly take on “the new philosophy” while breaking down barriers between people/organisations and driving out the fear that prevents the delivery of quality.

    Why does the relevant Minister seem to act in a manner that could only serve to drive in fear and increase the barriers that might exist that would prevent a good job being done? What is our incumbent Government’s purpose that they are constant to? What is the philosophy that they are pursuing?

    I’m off to Paddy Powers to place a bet that the Election won’t be called this side of June. Congratulations to Catherine Murphy and Finian McGrath for taking a stand on this issue.

  • Ding Dong Dell

    Deary me. Life with Dell just gets better and better. Not 2 hours after I finish writing up my experiences for the IAIDQ Q2 Newsletter then I find myself on the phone to a nice guy from Dell who is asking me about my DVD drive issues (phone call at 15:25 today approx).

    I had a feeling of dé ja vú, partly because I spoke to the same guy (or a sound-alike colleague) last Tuesday about that issue and agreed that it was resolved to my satisfaction. On Tuesday I tried to get a word in about my ongoing graphics card issue but was politely told to ‘send a email’.

    Today however I was transferred to the supervisor, whose name I took to be Samuel. Nice guy. very focussed on finding out my issues. He went into some detail explaining how ATI graphics cards take additional memory from the main system RAM as required so while it might be 128MB it can take extra from the system… then he realised I’d ordered 256MB dedicated video RAM and he became even more helpful and looked into it further.

    45 seconds later he came back to me to confirm that Customer Service had sent me a 128MB graphics card in error and that he would follow up and take care of it and would call me back on Monday.

    Now… what could be the root cause for someone in a call centre selecting the wrong thing from a list? Could it be that the systems and processes that exist for Dell service are not supportive of the staff’s best efforts to do their job right? If the system relies on a pick list or an alphabetic search then it is possible that this is a source of error in the process.

    All I know is that I have yet to talk to a Customer Service rep in Dell who sounds like they have a lot of pride in their work anymore. Samuel was the exception in recent times. Lucy (the tech support person I dealt with on day 1 about my DVD issues) was bright and perky but as a former call centre jockey myself I could sense an underlying tone of “we’ve been dropped in it again, why do I bother”.

    My experience is that Dell Customer service staff are all nice people who are trying to do the best job they can under pressure. I’ve been there myself as a call centre agent and supervisor – I know how it feels when the sytems don’t work, the data is wrong and the customer is furious at you – the representative of the behemoth. It is not a nice place to be in and it makes it hard to take pride in your work and be proud of who you work for. As a result, when you do spot the easy idea to help make things better you think “why should I bother? management don’t”

    My experience of errors and cockups from Dell suggests that the systems and processes that these people have to support them are letting them down. Poor quality processes, poor quality information and an increasing worry about the bottom line and profitability all weighs heavily on morale and pride. More importantly it drains money out of the organisation.

    I look forward to Monday. I may be naive but I am putting my trust in Samuel to follow through on his promise to sort this problem out. He sounded a bit shocked when he came back after looking at my customer service history. If they get it right this time then I might refrain from putting all of this into a conference presentation on the costs and impacts of poor Information Quality.

    Then again, maybe not. I could fill 3 hours at this stage.

    Current estimated cost of rework to deliver the laptop I ordered (ignoring warranty replacement of a defective dvd drive) is approx 44% of the purchase price of the laptop. No wonder margins are slipping in Dell.

  • First Post Anniversary… Electoral Register Processes Still Broken

    The DobBlog is 1 year old today.

    What have we achieved? Well, about 50,000 words on the state of the Irish Electoral Register, syndicated publication of an article based on those words in two International newsletters for IT/Business Intelligence professionals and a wordpress template I’m finally not unhappy with.

    The electoral register is still buggered (that’s a technical term). The scrap and rework (as predicted) was inconsistent and hasn’t fixed the underlying problems. As soon as the clean up stopped, the register has begun to drift to inaccuracy again.

    The Government continues to be cavalier about the issues involved in our electoral system… a number of constituencies will be under represented in the next Dail because of the failure of the Government to react to the population changes in the Census. That’s assuming the election can go ahead given the Constitutional challenge that has commenced.

    The understanding of the importance of good quality information and well designed processes to gather and use that information has grown however amongst a small (and growing) group of occasional visitors to the blog.

    Hopefully the next 12 months will bring enlightenment to Government on some of the issues I’ve blogged about this year and perhaps they will seek out good practices. Hopefully as well we will see some critical commentary in the media on these types of issue. I lost count of the number of pieces I submitted to Irish media during the year. My hit rate outside of Ireland this year is 2 for 2… domestically it is 0 for lots more.

  • Electoral Constituencies

    There is a bit of a bru-hahah brewing over yonder at McGarr Solicitors. It appears that their offices are acting for Finian McGrath and Catherine Murphy in their challenge to the Constitutionality of the forthcoming (but still to be announced) General Election.

    What baffles me is that in September of last year there was strong indication in the preliminary census figures that this issue might arise. That’s nearly 8 months ago. As someone who managed projects for a living I’d LOVE to have a 8 month heads up that there might be a problem with a key project I was responsible for (I’m sure m’learned colleagues over at McGarr’s will advise us with whom the buck stops for running elections in this State).

    While I accept that there may have been legal impediments to actually implementing changes on foot of the preliminary census figures I would be interested to know what prevented some form of ‘exploratory’ review to develop a contingency plan should the final figures bear out the preliminary results (which on the whole they seem to have). This would have put the Minister in the position of being able, a la Blue Peter, to present ‘one he prepared earlier’ in terms of a plan and a series of recommendations which would require updating and a lesser degree of tweaking to reflect the final census figures. I invite the team in McGarr Solicitors to comment here to advise on what the likely legal obstacles might have been to a contingency planning committee being established to look at the risk raised by the preliminary census figures and devise a set of recommendations.

    The current proposal to amend boundaries etc. after the election approximates to locking the stable door after the horse has bolted, particularly in light of the current legal challenge.

  • Scrap & Rework Article

    Many moons ago I posted a piece on this blog about Information Quality Scrap and Rework in the Irish Electoral Register. This article was submitted to a number of Irish newspapers at the time (when it was very topical) and was referenced at length by tuppenceworth and others.

    Earlier this year I was invited to write for Larry English’s column in DM Review magazine, an international trade magazine for Information Management and Business Intelligence. It appeared in the on-line ‘extended edition’ of the magazine. Here is the link to this month’s DM Review… I’m on page 5 (I’m credited as a contributor but the content appeared here first, and was picked up by B-Eye-Network last year also. For real afficianados of Irish Electoral Register issues, here’s a link to the paper I wrote on the issue back in the dim and distant past.

    Thanks to Larry and his staff for helping with a minor re-write to make the article more ‘American-friendly’. (Larry’s profile that I’ve linked to above is from the IAIDQ website – www.iaidq.org)

  • Oh (d)Hell, here we go again…

    So, prompt and efficient, Dell Post-Sales Customer Support shipped me the graphics card for my laptop -the one they should have put in while it was still in the factory. It arrived this morning at 11:00am as promised. It was shipped from their factory in Limerick – a city and County I know well. About 20 minutes before the courier arrived I’d had a call from my support team contact in Dell to set up the technician appointment to come out and finish building my laptop.

    The sun was shining. My dentist hadn’t come over all Marathon Man on me. I am starting a short holiday with my wife… all was well with the world.

    Until I opened the package. To find that it included a graphics card, which I assume is a 256MB card. So far so good…

    … it is a card for a Desktop machine not a laptop. It will not fit the computer I have. It is as useful to me as a chocolate fireguard, an ice teapot or a kosher sausage roll. I expect a technician to call me soon to confirm their appointment. I will only be able to confirm my disappointment.

    So what information might Dell in Limerick have had available to them to ship the correct thing?

    1. They might have had the asset tag of the laptop, from which the model and configuration details could be determined.
    2. They should have had the model of the laptop
    3. Perhaps they had details of the complaint, including the original order number and my customer number

    Any of those items of data would have enabled someone picking the components out of the storage bin to say “We want a graphics card (check) for an Inspiron Laptop (oh… wrong thing)”.

    If that information was not available to the people in Limerick, then it is inevitable that a mix up would happen. In this Information Age almost all processes that we run in business or that we encounter in life require complete, consistent, accurate and timely information to run as we expect. At assembly, there was information available that my laptop should have had 256MB video RAM. The quality failure in that instance was that that information was not referred to to make sure that the real world thing that it described met that expectation.

    Once the support people understood the problem, a graphics card was dispatched to fix the issue. However, due either to unavailable information (did the request to ship the replacement card specify the model of the card and that it was for a laptop?) inaccurate or inconsistent information (does the pick-list master data show that the desktop card I’ve received is the correct card for my laptop?), or inaccurate interpretation of the information, I wound up with the wrong card – a solution to my problem that does not solve the problem.

    This is a significant cost issue for Dell. It has to be. So far, to get my laptop to the specification I actually ordered it, they’ve incurred the cost of an additional graphics card (estimate €100) plus the cost of the courier (estimate €30 for overnight delivery) plus the cost of the support call center person (estimate €10 so far) plus the cost of the technician (estimate €120 based on ex-warranty call out charges) and so far it has cost Dell an additional €260 (my estimate) to perpetuate a screw up. If Dell can ship me the correct graphics card before the technician arrives then their cost will only be around €390.

    To put that in perspective… that is 25.2% of the cost of the laptop I purchased so unless Dell are operating at 30% margins on their business (in which case they have some leg room their competitors don’t or their machines are over-priced) they have lost money on my purchase. A fortnight in and already I’m a below-zero customer in terms of my lifetime value to Dell (and that’s before you factor in that I might not buy another Dell given the difficulties I’m having).

    Even with the cost of finance over 3 years to me (god bless the never-never finance), Dell are just about breaking even on me as a customer. Based on my estimates of course. And assuming they get it right before the technician arrives to try and fit a square peg (desktop graphics card) in a round hole (laptop). If Dell’s costs for hardware are 50% of retail, they are still looking at around 20% ‘evaporation’ of their margins… that is an unsustainable business overhead that seems to be accepted as the ‘cost of doing business’.

    Assuming Dell shipped 1000 laptops last week and 10% of them were mis-assembled and have had similar issues with replacement components, Dell could be burning 100 X €390 = €39,000 a week in avoidable scrap and rework. That equates, in my industry, to around 40 to 45 full-time-equivalent staff in ‘clerical’ roles. The cost of non-quality is easy to measure. That’s a direct cost to the Business that is avoidable. It’s just harder to measure than headcount and not as easy to cut. You can’t fire your data.

    The root cause of all of this cost is the quality of information and the quality of the culture in which that information is used… if the metric for assembly teams is how fast something is shipped versus how quickly the right thing is shipped then corners will get cut at 16:45 on a Friday to get that product boxed and out to shipping before the shift ends. If the customer complaint follow ups don’t have sufficient information about the product that is being complained about then screw ups are perpetuated.

    Dell are feeling the analysts pinch on the short term numbers (quarter on quarter growth and profits). In my opinion, it is time to bite the bullet and look at the root causes of their information supply chain problems before they cut head count – because who knows what other information ills headcount might be masking. They need to build quality in, both in terms of the product and in terms of their information management. They need to do it now. Cutting headcount will fix the bottom line. For now. Fixing these fundamentals fixes the bottom line for ever – while increasing efficiency and (perhaps) avoiding the need to prune back headcount as aggressively as currently forecast.

    The management approaches needed aren’t rocket science and they aren’t an unproven quantity. Neither is the failure of a business because it costs them their profit margin to inspect defects out of a product after it has shipped. Hopefully some Dell manager will happen across this blog post and might put the simple Excel spreadsheet together that shows the true cost to Dell of non-quality information and poor management of information. Perhaps that might prompt some thinking about how best to meet market analyst expectations in a sustainable way.

    Failing that, Dell will inevitably enter a head-count reduction death-spiral of managing by the easy numbers which is difficult – if not impossible – to pull out of.

  • Dell and their cost base

    Some jitters amongst the Celtic Tiger cubs this week as a number of hi-tech firms trimmed back the tent a little here. In net terms, it is no real issue as there is a skills shortage in the types of job that have been pruned.

    One organisation rumoured to be looking at pruning their Irish operations is Dell. As I type this I’ve been on the phone to Dell (both Tech support and Customer Service) for 90 minutes.

    Dell Tech Support (hi Lucy – if you are reading this) were brilliant. Issue couldn’t be resolved without internet access or a boot CD (neither of which I remembered to pack this morning) but a call back for Wednesday has been arranged. I suspect that this call will happen as promised.

    Dell Customer Service was a different story. Transferred in from Tech support… explained issue (wrong graphics card installed in the laptop) for 10 minutes to be told that I need to contact Tech support. Explained that I had been transferred from there. Was told that I was through to the pre-sales/pre-delivery customer service team and I needed to get on to the post-deliver Customer service team. Nice Indian lady transferred me. Was on hold for 10 minutes. Call eventually answered… by the Indian lady who had originally transferred me. When I gave my customer reference number the call ‘mysteriously’ dropped.

    In fairness, I was phoned back a few minutes later with an apology for dropping the call and was transferred through to the right department – after another 15 minutes on hold. They dealt with my no-brain query very efficiently – new graphics card to be sent out to me, and could I install it myself? Could I b*ggery (despite my experience and qualifications in techie things the lawyer lizard hind brain told me that self-install was the path to invalid warranty). So a technician is being dispatched to install the card. Hopefully the technician will arrive after the card and before I toddle off on a long weekend break with the missus.

    So, here’s a suggestion for Michael Dell and his team to help address their cost issues and resource issues that analysts are pointing to:

    1. Build quality in. Make sure that products shipped match the order. That will reduce the instances of calls into Customer Service/Tech support. Have a QA checker check the order against the manfactured good to make sure that no errors exist. This avoids having the CUSTOMER do it for you when the product arrives and would reduce the number of calls to yoru Customer Support line.
    2. Break down barriers – why the (d)hell do you need two categories of Customer Service team? Wizard based work flow etc. would allow staff to be equally competent across both your presales and post sales Customer Service. This would reduce the numbers of staff you would need as your Call Centre could be truly blended.
    3. Invest in training. CSRs should never have to tell a customer that they “haven’t been trained in that”. Either through on-going training and/or wizard based Knowledge management the CSR should have the skill to address the issue
    4. Address Information qualtiy issues – my Dell order has TWO order numbers. This caused unnecessary confusion with the Customer Support people. It is probably the root cause for the error in the build.
    5. Analyse common causes of tech support or Customer Service calls. The impression I got today was that there are a lot of issues with Roxio Software running on Vista. Perhaps a test of software that will be bundled with laptops is in order so only software that works with the OS is shipped – again reducing likelihood of calls to Customer Support/Tech Support in the first month.

    Toyota is rapidly overtaking General Motors by following these type of quality principles. Far from being a fad, management of quality and management of information quality is just a bloody good way to run your business. While GM are shutting factories, Toyota are opening more.

    Go figure.

    Dell – don’t do the easy number cuts… tackle the real issues of quality.

    ####A slight aside###
    During the course of the call I was asked if I’d like to install the replacement graphics card myself. Here’s an idea for Dell. Sack your assembly people. All of them. Send the customer a box full of components and a nice user friendly assembly guide, like you get with furniture from Argos. That would reduce head-count and would put the onus for quality of assembly on the customer. Of course, it would induce people to go and buy Acer or Apple instead, but them’s the breaks.

  • Windows Vista and my new Dell – some thoughts

    Blogging this in some frustration.

    Ordered a new Dell a few weeks back because my previous “Aldi-Special” (a ‘Gericom’ brand) had died.

    As I was going to be sticking the new purchase on the never-never (finance) I decided to pimp my ride a bit and ordered the best spec I could get for the price I’d paid 2 years ago for the venerable Aldi-special. Ever the bastion of customer choice, Dell gave me the option to have either Windows Vista or Windows VISTA, depending on what typeface I preferred.

    Spec I ordered was 2.0ghz dual core centrino processor, 2ghz ram, 256mb graphics and a hard-drive the size of Wyoming. After some kerfuffle with Dell’s systems losing my order somewhere on its way to Finance, the paperwork was processed and the machine shipped.

    First problem – the courier who was delivering the goods point to point decided that, as I wasn’t in, he’d deliver the €1000+ of computer to a neighbour. I wouldn’t have minded that except I had specifically told him NOT to do that as I wanted to inspect the goods when they arrived so I could be sure that there was no problems or anything missing. Courier obviously felt that doing the job he was being paid to do (ensuring that the purchaser of the expensive things actually got them) was too much hassle and dumped them on a neighbour. I found out the next day (a Friday), when after sitting in for the morning I rang the courier to see when he would (as per my instructions) deliver the goods to me.

    Suffice it to say that I was unimpressed.

    Laptop seemed to be working fine for the first few days. Vista is beautiful to work with, in my opinion. But you do need the extra oomph of a good processor and ram and a top notch video card with a chunk of V-Ram (more on that in a mo). I used it last week for a presentation in Dublin – worked fine. Due to commuting it stayed home untouched for most of this week however.

    One thing however niggled almost from Day 1… Roxio software that Dell bundled with the laptop contain a driver (which I assume is a CD rom driver) that Vista blocks as it might make the machine unstable. No driver updates nor patches can be found, even though it seems that a similar driver issue affected Inspiron laptops under XP prior to Christmas.

    Another thing that niggles now is that there appears to be an on-board music critic who decided that my taste in blues/jazz/funk was not suited to this laptop and has managed to switch off the ability of the DVD drive to read any CD media – even the CDROM driver disk that came shipped with the laptop. This kicked in yesterday midway through a listen to a Jools Holland CD my wife got me for my birthday. Also spurned are The Blues Brothers (cheesy but good), Clapton, and Rory Gallagher.

    I decided to go on a trawl of the system to identify where the music critic resided. I uninstalled the DVD drive drivers and rebooted the system (to see if that would evict The Critic). No joy. As my machine rebooted for the second cycle of uninstall/reinstall I noticed that the BIOS was registering my Video RAM at 128MB… “hang on a minute”, said me as I reached for my copy of the order specification attached to my finance agreement, “I ordered 256MB Ram”.

    Now the installed video Ram is not easy to identify by a physical inspection of the machine. Indeed, unless you actually specifically go looking to find the details under the Display Settings of Vista then you’ll never know if you have 128MB or 256MB – not unless you notice a really severe hang on your machine. Certainly it is not something that the technically unaware would automatically think of checking straight away.

    Annnnnnyyyyyhhhhhooooooo…… now I had 3 issues with Dell.

    1. Roxio Drivers not working under Vista (as an Information Quality aside, the error message doesn’t refer to Roxio but to Sonic Systems, who it turns out own Roxio)
    2. DVD no readie de CD – (perhaps this is related to 1 above?)
    3. The sloppy f*ckers hadn’t built my machine to the spec I’d ordered and I probably would never have noticed if the other stuff hadn’t started going wrong

    So today (a Saturday) I tried to use Dell’s on-line Customer Service (because their Consumer Call centre doesn’t work Saturdays.. Why not?). Apparently Dell’s email process into Customer Service doesn’t work on Saturdays either. Nor does the email process to Technical support. Apparently their email system is unavailable. Also Dell’s support doesn’t have VISTA listed as an Operating System on their drop down list… so how do I get support for VISTA?

    Maybe they have a Literary Critic installed who has tired of reading cranky missives in poorly phrased English?

    To summarise:

    1. The Courier failed to meet expectation as he didn’t follow instructions and did not provide me with information as to what he had done with my goods. Given that the evidence of delivery is the signature he captured I could have been left in an awkward position. Couriers are used to ensure delivery to the correct address and person, particularly where the goods are valuable. Otherwise, we’d all just use the post, which is very reliable.
    2. Vista meets expectation – it looks good but has some issues. Hopefully these will shake out as the adoption rate increases
    3. Roxio’s software does not WORK under Vista. Dell should have tested it before bundling it and if there was an issue under XP they should have made sure a patch was available that works under VISTA (the XP patch can’t be installed as it doesn’t recognise Vista as an OS).
    4. The product delivered to me does not meet expectation – Dell’s post-build quality control obviously didn’t catch that the Graphics card installed is not the Graphics Card ordered. Why?

    Of course, I’d tell them that if their email systems were available.

    The brother bought a laptop in Lidl yesterday morning. It has exactly what was on the specification sheet. It differs only slightly in terms of RAM and CPU speed from mine. It was nearly half the price of mine (it uses an AMD processor, I have an Intel). The brother’s laptop has met, if not exceeded his expectations. I’m left fuming on a Saturday because mine falls short of my expectations.

    Lidl or Dell – who has better Quality when it comes to laptops?

  • ka-BOOM – the Information Age Explosion is upon us.

    CNN.com has an interesting report on a study that was conducted by IDC, an industry think tank and research company, into the volume of information that we are creating and storing – and more importantly who is creating that information.

    IDC estimates that the world had 185 exabytes of storage available last year and will have 601 exabytes in 2010. But the amount of stuff generated is expected to jump from 161 exabytes last year to 988 exabytes (closing in on 1 zettabyte) in 2010.

    IDC estimates that by 2010, about 70 percent of the world’s digital data will be created by individuals. For corporations, information is inflating from such disparate causes as surveillance cameras and data-retention regulations.

    The growth in ‘long tail’ activities like blogging and YouTube are contributors to this. Explosions can wind up as one of two things – an impressively awe inspiring fireworks display of elegance and beauty… or a shock and awe filled detonation. The fact that this explosion of information is being driven by individuals raises a significant risk that as the quantity increases the quality decreases. We are seeing elements of this risk in the recent story about the Wikipedia expert who was making it up as he went along and had lied about his credentials.

    However, this issue of alleged experts with either non-existent qualifications or qualifications which may not be what they appear to be is not restricted to just the Internet – it is an off-line issue too. We really can’t ignore the Diploma mills churning out PhDs who might not have the level of skills one might expect from the title.

    What can Information Quality professionals and Bloggers do to help maintain quality levels and keep collateral damage from this explosion to a minimum?

    • When blogging, first do no harm. Make sure you verify sources for your stories as much as you can and respond to any comments that report errors or innacurracies in your posts – in short act with the sort of standards we would expect from journalists (although which we might not always get)
    • Try and develop an understanding of good practices in terms of structuring your content (categories in WordPress are metadata for example)
    • As Microsoft said in a recent advertising campaign here in Ireland – “Information that cant be found is information that can’t be used”. Quality of information includes the quality of how that information is presented – designing your sites so they are accessible to people with visual problems is a good practice. Likewise having a logical structure on your site and your content is also important.

    Reading the figures that IDC have produced (which incidentally used some proprietary internal research so might not be capable of being replicated in an independent study) makes me think of the advice that Peter Parker’s Uncle Ben gives him in the first Spiderman Movie… “With great power comes great responsibility”.

    WordPress, Youtube, Wikipedia and similar tools have placed a great power in the hands of the wired individual. However just because it is on the web (no poor pun intended) it does not mean that the rules of the real world have switched off. Under the Common Law Tort of Negligent Misstatement there is a duty of care on all people who are providing information to ensure that that information is correct. Admittedly to succeed in suing someone for negligent misstatement you need to show that your reliance on the information and any loss you incur were reasonably foreseeable and that the person publishing the information owed a duty of care to you specifically (are you their ‘neighbour’ in a legal sense? Are you a class of person that the publisher of the information should have considered might be a consumer of their information?).

    With great power comes great responsibilty. Dr Ben Goldacre, a columnist with the Guardian Newspaper in the UK, who’s article about questionable qualifications I’ve linked to above, ends that particular article in a very eloquent way that sums up why we need to ensure that we maintain quality standards as the volume of information available grows. I unashamedly pinch it because it is very good – I’ve just added some emphasis (please read the full article to put this in its original context)…

    “I am writing this article, sneakily, late, at the back of the room, in the Royal College of Physicians, at a conference discussing how to free up access to medical academic knowledge for the public. At the front, as I type, Sir Muir Gray, director of the NHS National Electronic Library For Health, is speaking: “Ignorance is like cholera,” he says. “It cannot be controlled by the individual alone: it requires the organised efforts of society.” He’s right: in the 19th and 20th centuries, we made huge advances through the provision of clean, clear water; and in the 21st century, clean, clear information will produce those same advances.“

    Blog wisely. Blog well.