Language and Perception

Much of the output of information systems use language so the way this is perceived is of importance to information specialists. Much of our thought is verbalised so that our behaviour, and that of others with whom we wish to communicate, is likely to be influ­enced by how we verbalise a situation and not purely by what we see.

The most reliable way of ensuring that a word is taken to have the same meaning by both the sender and receiver of a message is to show or demonstrate the object, action or property being named. This is the reason why samples are required when purchasing and why demonstrations and exhibitions are held. Many abstract words and concepts cannot be supported in this way even though they may represent matters of critical importance to the manager concerned.

Technical Terms

When technical terms and abstract words are used it is necessary for the information specialist to ensure that mutually agreed and acceptable definitions exist otherwise misunderstandings will occur and true communication cannot take place.

Technical terminology, or jargon, is often used within the same organisation, profession or group. It can be a useful shorthand way of communicating between ‘insiders’ but the danger is that the habit persists even when communicating to non-specialists.

Numeric Data and Perception

Much of the output of an organisation’s MIS is in the form of numerical data, for example; sales forecasts, production statistics, all forms of accounting statements, statis­tical analyses of all types and so on.

It is important that the common causes of misuse of statistical and numeric data are understood by both the suppliers and users of the data. These include:

• Incorrect definition or conception of the problem.

• Inadequacy of original data

• Subjective errors caused by the inclusion in the guesswork without making it clear to the recipient of the processed data that the results are not based entirely on objective, verifiable facts.

• Analysis by inappropriate techniques and methods.

• Poor presentation of results. As with language, numeric and statistical data must be presented in a manner appropriate to the manager who will receive them.This requires a detailed knowledge by the information specialist of the manager’s level of numeracy and the purpose for which the data are required.

• Inaccuracy and misconception. Nothing destroys a manager’s confidence in the information source more swiftly than for him to find errors in the calculations. Well organised procedures, perhaps computer based, and the use of checks will help to avoid this problem. Misconceptions of what the data and statistics refer to are usually caused by poor or non-existent definitions of the terminology used.

Graphs, Charts and Diagrams

Graphs, charts and other forms of visual presentations are useful devices for highlighting trends, summarising information and showing comparisons. They are based on numeric data and often appear as a supplement to more detailed reports. Properly used graphs and charts, can increase understandability of numeric reports.