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"Working with the matrix Standard inside our business means we can go out into the world with confidence, knowing that quality runs through us like a stick of rock."
Cambridge Online Learning
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Taking IT (Information and Technology) forward
In a previous article, I highlighted the way in which information is increasingly broadcast through the Web or Intranet. Technology has opened up so many other avenues for information, advice and guidance (IAG). For some, it has enabled a reduction in paper-based systems, ensuring that resources are appropriate and more effectively used (5d). Others have used the evolution of media to more appropriately meet their users' needs, for example using DVD, video conferencing or aids to those who have a disability or sensory impairment (3d). Some organisations that offer mock interviews invite the user to experience the interview and feedback session on video - the advantages are that the user can subsequently reflect on their performance and the advice given.
Element 3 contains important messages surrounding information provision, not least the need for the information to be accurate, current and inclusive (3a, 3c). Does this happen by default or does someone have responsibility for its management and evaluation (3c)? I have seen some extremely good databases to assist the weeding process and the obvious benefits in having 'bring-forward' systems to alert the need to review information that is displayed. On the downside, it can be annoying to search on-line and find three Websites for the same organisation, two of which are redundant and not deleted. Such situations show a lack of ownership and fail to demonstrate customer focus. Sometimes an external agency may have been enlisted to provide an organisation's Web-based information - this still imposes an obligation on the 'parent body' to ensure that the contract is being effectively managed and delivered and raises the question, 'how extensively do you check that what is provided is fulfilling the criteria of element 3'?
Security of data is a perennial problem but a properly designed policy will assist the parameters of confidentiality, compliance with data protection legislation, security of downloads and other common areas (5d, 5e). The occasional internal audit should iron out those instances where members of staff display their passwords on a post it attached to their computer monitor! Spelling out clearly to service users that inappropriate use of computers will not be tolerated, having firewalls and effective monitoring of computer usage will safeguard against them straying on to indecent or terrorist sites and hopefully prevent you subsequently getting a visit from the Constabulary!
Every social and technical development brings with it risks and frustrations but we are in an era where the vast majority of pensioners, baby boomers, swingers from the sixties and those at current primary schools are really able to benefit from technology. Within the context of IAG the challenge is to provide a service that meets their current and future needs. Complacency is not an option nor is it sufficient to give them what you think is best for them. That's where the elements of the matrix Standard can assist your deliberations.