What makes information useful? This seemingly simple and yet challenging question is the central topic of this book. It examines pragmatic methods through which the quality of information (i.e., its fitness for use) can be improved in knowledge-intensive products (from reports to websites) and processes (ranging from consulting to product development). The book contains four proven principles to apply a framework developed by the author to a variety of information products and thus increase their value. Six in-depth case studies and several short cases show how information quality can be managed systematically in order to increase the satisfaction of knowledge workers. Diagrams and tables, as well as diagnostic questions and summary boxes are used to make its content actionable. This revised second edition includes an additional chapter on information quality in e-government, a new case study on risk information, a new section on communication and knowledge quality, as well as an index to find key topics quickly.

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