<$BlogRSDUrl$> Marcus P. Zillman, M.S., A.M.H.A. Author/Speaker/Consultant
Marcus P. Zillman, M.S., A.M.H.A. Author/Speaker/Consultant
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Friday, February 25, 2005  

Who Knows? Better Yet, Who Do You Trust?
http://informationr.net/ir/10-2/paper216.html

Why does a manager seek out a particular colleague when looking for information? Because that individual knows the most about the subject, right? Wrong, according to a recent research study. Maureen Mackenzie of the Dowling College School of Business has done three studies exploring how managers in for-profit business environments select individuals as sources of information. Her results indicate that the manager's relationship with an individual, more than his or her knowledge, is the real reason for seeking them out. Here's why. Seeking information under pressure is an uncomfortable position for most managers. They prefer to be the source, solution and provider of information. Also, because of perceptions defining their role, managers are expected to have all the answers on demand. Therefore, when a manager must reach out and ask for help, Mackenzie says they prefer someone with whom they have a trusting relationship -- despite the apparent opportunity cost. Managers will ask someone they know, like or trust more often than individuals who are the foremost subject matter experts. The results of this study offer a different perspective of how a specific user-group may deal with a bombardment of potentially relevant information. Mackenzie believes these insights could help corporate leadership and information architects develop training and orientation processes that maximize manager effectiveness, rather than systems that may not reflect real-world manager tendencies.

posted by Marcus Zillman | 4:15 AM
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