KMWorld Magazine – The high cost of not finding information

In an increasingly information-based world, we turn out complex products that are less tangible than they are knowledge-based.

In 2001, IDC began to gather data on what not finding information might cost an organization. We looked at knowledge worker productivity, as well as at lost e-commerce revenue and the increased costs that answering a call center call with a person instead of an automated search system would bring. Here’s what we found: