Information Technology Reference
In-Depth Information
distinguish between internal and external information delivery points. In
use case terminology, these are different use cases.
Formal versus Informal Information
All companies generate and process large amounts of informal information.
This includes everything from water cooler discussions, phone calls,
meeting discussions that are not recorded in the minutes of the meetings,
etc. Formal information is invariably preceded by informal information.
Detailed discussions may lead to a formal proposal to a customer. The
proposal document is treated as formal. Notes saved may be treated as
formal or semi-formal. Invariably, written information, whether on paper
or as e-mail, is recognized as formal or semi-formal. Oral information is
treated as informal. This definition may not be correct legally. Oral
agreements and commitments are often valid or acceptable although one
is advised to record and file anything that is important in writing.
It is this informal information, which has gone missing from formal
records, that makes the actual experience invaluable. One cannot learn
all about a project by looking at formal documentation. The formal
documentation is only the tip of the iceberg. There is a lot more —
information and interpretation — that remains in people's heads. Good
managers may begin with a review of the formal information but always
add steps to get to the informal information.
Most of the information that one deals with, in information systems,
is formal information. They are considered “formal” systems although they
are, at best, a partial reflection of the “real world.” In what sense are they
formal? They are formal because they map to formal business processes
directly or indirectly. A purchase is recorded when a purchase order is
raised. An employee is added to the employee master when an employee
reports for duty and signs his Date-of-Joining form.
A formal information system is often inadequate to capture all the
information dynamics associated with a transaction. Yet, they are complete
and sufficient for many operational or legal purposes. The systems pro-
fessional, while recognizing the overall limitation, must discharge his or
her responsibility to maintain accurate and complete information while
using them.
Why should the existence of informal information affect the design of
a formal system? Because both are essential for users. Users use multiple
sources of information — both formal and informal — in their decision
making.
