The implementation of an electronic survey tool to help determine the information needs of a knowledge-based organization

One of the most difficult aspects of deriving an information management plan for a large knowledge based enterprise is to determine what information people require to do their various tasks as well as help them expand and update their existing knowledge. Achieving this goal can be time consuming. To speed up and yet effectively define information needs, an electronic survey tool was designed to survey the employees of a large government organization. The organization, the Singapore Productivity and Standards Board, whose role is to enhance the productivity of business and industry in Singapore, employs approximately 1000 people. A total of 700 were surveyed using an electronic survey tool. The electronic survey proved to be an effective way of substantiating the information needs of the organization as a whole. The content of the survey was based on an understanding of the key categories of information required by staff. These were derived through the application of qualitative techniques, such as task analysis, focus groups and in-depth semistructured interviews. The electronic survey tool resulted in a database of information needs which can be used to answer questions such as who needs what information, how frequently is it used, is it available, what information is valued most highly, what information needs are shared across the organization, what needs are unique, and so on. This paper concentrates on the development and implementation of the electronic survey including survey preparation, distribution, data collection and processing, and data analysis and evaluation. Practical, tested, guidelines are included. In addition, alternative means, tools and techniques to conduct the electronic survey are discussed.