Develop Competitive Intelligence to include internal research of what staff and customers are saying.
BY JOHN R. LATHAM
As information professionals we are constantly on the look out for new ways to prove our value. Providing competitive intelligence is one of our accepted competencies and so when reading a Harvard Business Review blog recently, an idea came to me on how we could provide a new string to our CI bow. The blog, "How to Get the Bad News You Need," explained how the tragic Columbia Shuttle disaster in 2003 "starkly illustrates the price exacted by a culture that discourages the free flow of information and the communication of dissent." The author goes on to make a few suggestions on how to improve the natural flow of information, namely promising not to shoot the messenger, bridging hierarchical gaps, fighting communication drift, and not losing sight of the ultimate beneficiary of good communication; the customer.
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