The following communication and knowledge management model called DIKW expresses how we process information—starting with raw data and mastering it as wisdom. The acronym represents data, information, knowledge and wisdom. Ideally, each member of your team uses all four components—whether analyzing and solving a unique customer-service issue or making a subtle change to better serve a customer’s needs. Here’s how it might look in practice:
Data: These are the raw facts. An employee might notice, for instance, a puddle on the floor. Unless she looks for some context, however, awareness of this fact won’t lead to a solution.
Information: This involves understanding how different pieces of data connect to each other. An employee sees water (what) on the floor (where), drips (what) currently (when) falling from (where) the overhead pipe (what). Conclusion: There’s a leaky pipe.
Knowledge: Now it’s time to do something about the leak. Data and information are combined, understood and proper action is taken. The ‘how’ is figured out and applied. The employee knows it won’t go away on its own and that someone might slip on the puddle; she, therefore, alerts the maintenance staff.
Wisdom: As the employee becomes more seasoned in her role—and empowered to act—she will easily identify the ‘why’ of a problem and know instinctively how to pursue a resolution.
The Point: With the help of a DIKW model, you can teach your employees to analyze the data they encounter and bring you solutions—not problems.
Source: MarketingProfs Daily Fix