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Hierarchy of Information Needs

Lou discusses the relationship between information architecture and technology, which sparked the following brain dump on my part:

This subject of information and technology has been of interest with me for quite sometime. The term "IT" has been vastly dominated by the technology portion of the term. Oddly, in organizations that have Chief Information Officers (CIOs) and with out Chief Technology Officers (CTOs) the CIOs role is largely focused on technology to serve the information (this is fine), but the stress has been technological solutions. As nearly all of us in the IT field know, the technical solutions are far from perfect (I know nothing is life is perfect) and many times require reworking business processes to take advantage of the technologies best traits. This is much akin to Keith's point about technology companies selling products and not whole solutions.

In my work I came to it from the information and communication side many years ago and along with it I married the technology side, as it was a wonderful pairing with great promise. Over the years I have heard more than anybody's fair share of, "we don't have to worry about knowing the information, we can code around it". This is the point, I learned when you pull in the reins on the technical team. This is what drew me deeper into the realm of the technical side.

If we look at information from the communication viewpoint and what role the information will play as it transfers information to humans and to other machines for use and also reuse. We have to understand the information as its basic levels, similar to Maslow's "Hierarchy of Needs". What are the human elements thatare intended, i.e. what purpose does the information serve? What properties does the information need in order to transmit this information for best use? If the information is corporate sales trends and assessing and tacking variables that impact these trends, then we have to identify the human audiences that will be using this information. The basic level of "Information Need" is do we have the proper data or information to be able to create this type of report. Do we have the information types to provide usable information for the various audiences and do we understand the vocabulary of these audiences (vocabulary in this sense can be textual and visual as some audiences may best understand the information in charts and graphs, while others will best understand textual quantitative indicators). Do we have the basics to begin building this content, which will be tied to a technological question as to how the data and information is captured and stored? Once we can answer yes to these information, human, and technical questions we can move up the "Information Needs” hierarchy. It is also at this point that we know we can publish some information to have some folks make use of it, but we know the use of the information at this point will be far from optimal and the information may not be used in its proper method.

The next level would be questions of information use. We have established we have the data and content to build the information, but how will the information be used and who/what will be using the information. These questions will help shape the information structures and the medium(s) used to convey the information. The information may require different vocabularies that need to be established or used so the different audiences can best understand and make use of the information. What is the environment that the information will be used in and in what context? When these answers are established, only then can the technology to be used for the varying mediums be established. This level gives a great level certainty that the information and its use will be effective.

Far too often the technology is chosen with out asking these questions and the medium is used is driven by the technologies limitations, which limits the information's use and efficiency. Many organizations found that their reliance on storing all information in Adobe Acrobat did not fit their efficient information needs. Acrobat works best for replicating print versions of information and has other properties that work passably, like searching the text, providing information that is accessible to those that are handicapped, quickly accessing sections of that information over a network connection, etc. Many corporations found it was best or even desired to not store their information in Acrobat, but to offer the information in Acrobat as an output of another information storage methods that provided far greater information use and reuse (this does not apply to every organization as their are some organizations that make proper and efficient use of Acrobat and it serves that organization perfectly). These organizations came to the conclusion that the information was the primary importance and the information and its use should drive the technology.

The next step is to determine how the information can be optimized to take advantage of the mediums being used. This will allow the information to have the most impact. As the medium and technologies have been chosen to best present the information, at this point there are steps that can be taken to improve the marriage between the medium and the information. For example, we know that one of the mediums for the information will be Web pages; the information will need to be structured in a manner that takes advantage of the possibilities with that medium. The Web browser gives us the ability to present textual information and charts together, while providing relatively easy access to more detailed information and/or an interactive media presentation that permits the user to see the charts change over time based on the selection of these different variables (done with Flash, DHTML, etc.). Similar information could be offered in a PDF of the printed report that would print on 8.5 by 11 inch paper and one for A4 paper (the international standard paper size).

The last phase it validating and testing the information dissemination. We continually need to test to ensure we have identified all the audiences that are using the information, we are capturing all the data and information is required and makes sense to have for the information's use, we are capturing and storing the information in a means that is efficient for our needs to use the information, we are providing the audiences the information in a means that is most usable and efficient for them, and the information is being found and used.

This Information Needs hierarchy allows the marriage of technology to information where and when it makes sense. This Information Needs seems to be the basis for the user centered design, information architecture, knowledge management, experience design, etc. There is an understanding of the balance that is required between the creators of the information; the information itself; the technology to capture, store, process, and present the information; and the users of the information.

In the past few years the technology and not the information nor the user of the information were the focal points. Money has been spent on technologies that have failed the purchasers and the technology and the whole of the information technology industry gets blamed. There is a great need for people that are willing to use their minds to create the foundation for information, its use, and the technologies that can help make this more efficient. The balance and the steps in the proper order must be there to give information and technology a chance.

Interface and the customer

Adam Greenfield wrote a great article in Losing (inter)face: Customer experience and its discontents. This is a wonderful correlation and has sparked quite a great perspective on interface.

Communication relies on a transfer of information. I have been going through battles with the UPS driver lately and it is all based on that UPS sticky note that is your communication with your driver and the package you hope will arrive. This week a driver left a blank sticky, which UPS customer service stated was not possible, funny because I have it. The driver did not return the following day. The UPS site fails when the driver does not do their part and customer service can not perform properly when the commication fails. Information needs a transaction vehicle, breaking this transaction can lead to a breakdown in trust.

Found it in the paper

I learned another thing on vacation, The New York Times is a great paper. Yes, the NYTimes.com offers great news and all the content, but the actual paper is a great asset. I spent this past week reading the paper version of the Times and found great stories that informed and even entertained in each day's paper. I never see this in the digital version as it is not as easy to flip through the digital pages as it is the paper version. The Web version groups the information by like kind, but finding the nuggets is not as easy. I usually read the highlights using AvantGo, which may limit my closeness ot the nuggets I found I really miss. I subscribed to the paper version for years, but thought I found the digital version more streamlined, but now I realize what would make my morning coffee better.

Adaptive Path to DC

Last September I attended a two day User Experience Workshop put on by Adaptive Path. This was one of the most conprehensive sessions/classes I had ever been to on the approach and skills needed to develop a usable Web site. As many of us know the Adaptive Path folks are taking this great session on the road and adding a third day using a local professional to help bring it all home. This may be the most productive money you spend all year. Those that come to your sites and pay for your work with receive an even greater benefit. Do it for yourself and for the users of what you produce.

The following is a better description by the Adaptive Path folks describing the Washington, DC (actually held in Arlington, Virginia) sessions:
Design theories don't help if you can't make them work in actual day-to-day practice. Increasingly, sites must respond to the realities of scant budgets and greater financial return. Adaptive Path's User Experience Workshops will prepare you to meet these challenges with usable tools for putting design theory into practice today. You'll spend the first two days with Adaptive Path partners Jeffrey Veen, Peter Merholz, and Lane Becker. They'll show you how to incorporate user goals, business needs, and organizational awareness into your design process. You'll develop a project plan, learn methods for research and design, and create clear documentation. You'll learn the same strategies Adaptive Path has successfully practiced for a wide range of companies, including Fortune 500s, startups, and not-for-profits.

Additionally, on day 3 we will be joined by information architect extraordinaire Thom Haller, who will talk about "The Value of Structure." In this workshop, he'll draw on twenty years experience in professional communication to explore the possibilities inherent in structure, and its value to others. As participants, you'll have the opportunity to see structure through users' eyes. You'll learn a measurements-based, performance-focused structure for gathering, evaluating, chunking, knowing, and organizing content. You'll have a chance to "sample" different structures (such as narrative) and see how they offer value to organizations and their constituencies.

You'll leave the workshop inspired and equipped with design techniques and a library of documentation templates that you can use right away -- so that your web site will satisfy your users, your management and you! But wait--there's more! Or, rather, less! As in--DISCOUNTS! If you sign up with the promotional code "FOTV" (without the quotes), we'll knock the price down from $1,195 to $956 -- a 20% discount.

For more information: http://www.adaptivepath.com/events/wdc.phtml

Usability review of online mapping sites

The Wall Street Journal provides a review of online mapping directions and lists how helpful each of them were with regards to mapping, accuracy, and written directions. These applications are one service that blossomed on the Internet, but the usefullness of the sites and the usability of the sites varies. Reviewed are: AAA.com, MapBlast.com, MapQuest.com, RandMcNally.com, and Hertz NeverLost II GPS. The usability and accuracy of the online maps and their printout versions are key to how well the site gets you to where you are going. One of the items this review required was finding an exact restaurant by name, which there are other methods of finding a restaurant's address to look up on a map. Over all the review is a good read.

PowerPoint War

A PowerPoint battle has been put forth between Michael Sippey and Leslie Harpold. The rules have been laid down and there is more info available. If you do not have a method of viewing PowerPoint you are missing out on the greatest tool of mediocrity. I love what I do because of my distance from PowerPoint on a daily basis. Anyhow, this should be great.

Intelligent gripes about AOL

WSJ's Kara Swisher, in her last Boom Town Exchange, posts readers comments about AOL. Many of the comments are critical, but it is a good look at how users interact with services. Many of these folks writing in have been AOL users for years. Services is important and keeping a broad user group happy is really tough, as you will see if you read.

XML for org charts and so much more

Thanks to Anil, I came across An open toolkit to facilitate knowledge extraction and document analysis, which contains a solid approach to org charts. I know quite a few folks that sing the "Org Chart Blues" on a daily basis. This is a solid step in the right direction. This document is the work of Gareth Hughes

Interview with John Weir, designer of International Herald Tribune online on James' Ordinary Life. [hat tip Michael at ia/]

Decisionmaking about design is critical and demonstrated. This walk through of how design influences impressions of a product. Communicating a message is important in the words and visual design. Each of these samples builds an experience and expectation for the product.

Shirley Chan offers Web Site Management-Policy and Standards, which provide a great way to move toward consistancy on a large site.

DM Review provides a history of metadata and the future of metadata in one article, what more could you want. It is a good overview of the past tools and goals of metadata. Central to providing a solid information application is understanding the data and information we are working with. This understanding allows us to tie is to other information to give that data better depth and this is best done with metadata. Metadata help explains the data and allows for data to be tied (or joined) to other data.

An example would be putting together a quick view of all products sold in an ice cream truck. The driver has a small computer that captures all the sales he has makes throughout the day. At certain intervals he synchs his sales to a central computer so that he can easily stop back at the warehouse and stock up on items he is low on. The driver has sold 7 of ab4532 and 16 of tr78t in the past hour. He has had requests for pp887 too. This information is useful for the computers and the data has meaning, but it needs some metadata to know that he will need 7 of Abners Glow-cicles, 16 Tricky Rootbeer pops, a carton of covered paper cups. This metadata will help the person that will prepare these items for the driver's arrival at the warehouse. The "pp" indicates that a paper product is needed and the number following is its actual product code. The raw data now has meaning with tanks to the metadata.

Last Days of the Corporate Technophobe the NY Times headline reads. This article on how business is driven by information and the organization of information is paramount. The business world, or now those that did not "get it" before, is a knowledge-sharing and information processing realm. Those with out the ability are lost, or as this article states:

Not being able to use a computer in the year 2002 is like not being able to read in the 1950's.

This is important for us that create applications, Web sites, and other technologies. We have an important job in assisting the ease of information use and the process that helps this information become knowledge. Digging through the heaps of data can be eased so that the user can find the information that is important for their purposes. A large part of this job is creating an environment that will make for the ease of information use and mining the desired bits and bytes. A centralized or a minimum interconnected system of data stores that have the ability to keep information current across resources. Finding the snippets of information is often daunting in a large database centered system, but even worse in environments that have stores of segregated documents and data files (like MS Access). Information Architecture is vital to this effort assisting in helping create a navigatible structure of information. Looking at Google and its great improvements in vast information searching is the right direction also.

Also on O'Reilly Net is the wrap-up of the Bioinformatics Technology Conference. The field of bioinformatics technology is of complete interst to me as it solves real world problems using what we have built with our minds and hands.

The Wall Street Journal rolled out a major redesign this today. The site was cleaner and easier to read than the prior version. Most of the remaining graphical buttons have been completely replaced with text hyperlinks in this new version. The switch to text really helps with quick page builds, as it has for every other site that has envoked them over the past two or three years. The WSJ has also made more of its personalization tools more prominant. The personalization tools have been amazing for anybody looking for breadth and depth on business news. A couple years ago I realized I could no long find anything in the print version of the WSJ as it is so easy in the online version. Now that statement will be harder to overcome.