Employees like and use desktop access to information. Time is an issue. Most employees said that they don t have time to perform more than the simplest of information gathering tasks. There is interest in a service that eliminates the huge amount of redundant and irrelevant information found on the Internet. Some employees, especially in the technical community, find useful information when they do their own searching.
Employees find it easier to absorb information from paper as opposed to electronic copy.
Furthermore, participants felt that an exchange of ideas is achieved better and faster with direct human contact, rather than electronic collaboration. The remainder of the discussion revolved around the changing role of the information professional as well as tools and techniques for teaching employees to perform some research tasks. For more information on the Voice of the Customer project, contact Emily Westbrook .