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Learning Guide

BSBRES401 Gather And Organise Information Learning Guide V1

of 17 Revision date: 24/09/2016

BSBRES401 Analyse and Present Research Information: Gather and Organise Information

Learning Guide

Northern Sydney Institute

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Table of Contents

Table of Contents ................................................................................................................................. 2

Introduction to the Learning Guide ..................................................................................................... 3

Why research? ..................................................................................................................................... 3

Where can you find information? ........................................................................................................ 4

Quantitative and qualitative research ................................................................................................. 7

Legal and data requirements ............................................................................................................. 10

Understanding the importance of the accuracy, relevancy, reliability and validity of information . 11

Using business technology to access information ............................................................................. 13

Identify information storage methods............................................................................................... 15

Understand confidentiality and security issues in storing and accessing information ..................... 16

Review ................................................................................................................................................ 17

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Introduction to the Learning Guide

This learning guide has been designed to cover the first topic for BSBRES401 Analyse and Present Research Information.

Why research?

There are many reasons why organisations undertake research, but ultimately it is to improve decision making. Data becomes useful when decisions can be made on the information it provides. Suppose, for example, somebody has not turned up for work. What information do you have, and what do you seek, in order to make a decision? That is research information and your ability to analyse it determines the quality of your decision.

You would gather information in order to research:

products and services of a particular company or companies

competitors activities

potential new products

data for regular quarterly and annual reports

trends - social

business and latest technology

economic data/statistics

specialist information

market/customer preferences and trends

implementing new computer systems

Evaluating current policies and procedures.

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Where can you find information?

Research may be formal and/or informal. Internal data originates from inside an organisation and can be verbal or written. Sources of internal data include:

information stored in an organisation’s information system such as sales reports, customer records, financial reports, health and safety reports

information that exists, but that needs to be compiled or analysed—e.g. sales analysis, financial analysis and forecasts in demand

findings from previous research such as customer satisfaction levels.

Listed below are internal sources of possibly useful information:

accounting records

record of warranty claims

absenteeism figures

overtime records

complaints logged

defect rates on a production line

orders resulting from an advertising campaign or discounted price offer

correspondence (faxes, memos, letters, email)

forms (insurance forms, membership forms)

financial statements and invoices (from suppliers, to debtors)

marketing reports/plans/budgets

personnel records (personal details, salary rates, training needs analysis)

production targets

sales records (monthly forecasts, targets achieved)

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previous research

staff interviews or focus groups or video conferences.

External data exists outside the organisation. There are various sources of external data, including the ones specified below:

TAFE NSI library

the media particularly specialist newspapers or magazines

trade associations or educational professional associations

large corporations

public company annual reports

government funded reports and information from organisations such as the Australian Taxation Office and the Reserve Bank of Australia.

computer databases - such as library catalogues, customer records or subscription databases

Internet research e.g. AC Nielson and Australian Bureau of Statistics (ABS) – The ABS is an important external source of information. It is able to provide a wealth of information on Australians, Australian industry and economic conditions

Interviews or focus groups with customers/clients or other businesses

surveys

industry journals

conferences or seminars.

Remember to ask people ‘in the know’

To enable you to select the most appropriate sources of information you need to consider the following:

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What is the cost of receiving information? It is great for businesses when this information can be obtained at no cost. However, very often there is a cost in obtaining information. For example, it costs money to design and distribute a survey to customers to find out the ways in which your business meets, or fails to meet, their expectations. The relationship between cost and benefit must be taken into consideration in all our decisions on collecting and analysing research information. There are also costs for downloading information from the internet, photocopying charges, costs in using private information services, subscription databases etc.

Is it available? Is there a waiting time for information to be received or processed?

Relevance of information: Is the data recent, factual, free of bias?

Reliability of data: Has any statistical data been validated?

Confidentiality: Can the information be released? Is it of a private or personal nature?

Ownership of information: Are you able to lawfully copy the information protected by copyright? Do you have to pay to do so? Have you acknowledged the sources of information?

Primary and secondary sources

Primary sources

These are first-hand experiences of the person or event which includes:

correspondence (emails, faxes, letters)

observations e.g. observe work practices

interviews

questionnaires/surveys.

Secondary sources

Secondary data is research previously undertaken for some other purpose – it is information gathered by someone else prior to (and for reasons other than) the current research purpose. It is usually historical and has already been compiled. Secondary data is a quick and often economical source of background information which includes:

research previously undertaken

trends published in trade journals

sales performance figures

internet/online information.

Don’t forget to look for information in the workplace that may have already been written about your research topic. Someone may have written an article or report about your topic or similar topics. Accessing these reports will save you time and work. You may just need to update the data or you may find some good ideas for sourcing other information.

Remember to acknowledge work that is someone else’s. Don’t claim it as your own. This is considered unethical and is termed plagiarism and can lead to legal consequences. For example, if you are writing a report but have sourced most of the information from an existing report, you should acknowledge the original author or the report in your work. Often this also applies to photographs. You may have noticed newsletters with photograph credits acknowledging the

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photographer. Referencing also demonstrates that you have consulted reputable sources and can give credibility to your document.

Primary data Secondary data

It is specifically designed to meet the research purpose

Information is relevant

There is control over the accuracy of the information

Information is current

Consists of specific activities designed for the research such as interviews with relevant staff or surveys issued to a representative sample

Information is readily available (especially with internet access)

It’s faster and less expensive to gather compared to primary data.

It allows collection of confidential information that may not be available from a private research study

There’s no need for specific activities such as sampling

Quantitative and qualitative research

The first factor to be considered is whether you will use qualitative or quantitative methods or both.

Qualitative research methods are concerned with gathering detailed in-depth information from participants for analysis. It often involves exploring the attitudes, opinions and ideas about a topic with a small group of representative participants. An example of a qualitative approach to research is when researchers gather data by running focus groups or individual interviews that involve open-ended questions and extensive answers.

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Qualitative research

Qualitative research consists of:

Smaller samples

Narrower focus

Comprehensive interviews either face to face or via web or video conference using a range of questions (open, closed, probing). High level interview skills are required. The researcher should plan the interview and write the interview report shortly afterwards while the interview details are still fresh. If the interview is via web or video conference, the researcher should ask the participants for their permission to record the session

Focus groups – a good size is 6 to 10 participants

Quantitative research

Quantitative research methods focus on numbers and statistics when gathering information, with questions such as ‘how many’, ‘to what extent’ and ‘how often’. Quantitative research methods are concerned with collecting data for statistical measurement and scientific scrutiny, and are often used in research where results are recorded over a period of time and under the same conditions for comparison. An example of quantitative research studies are the reports developed by the Australian Bureau of Statistics from the data they collect every four years through the National Census process. From this quantitative data, reports can be generated about the housing, employment, educational and geographical characteristics of the population, among other things. Quantitative research consists of:

research that can be expressed in numbers

a broader focus than qualitative research

a larger sample than qualitative research

the use of statistical analysis

structured research

research which is less dependent on interview skills.

Combining qualitative and quantitative methods

It is often useful when researching to combine qualitative and quantitative methods. While the ‘hard data’ from quantitative methods might provide a good outline of what is happening in a situation, qualitative methods can fill in the details. Qualitative data can also raise questions and issues that can be further addressed through an examination of quantitative data. For example, in a trial of new medications, quantitative methods would tell us how many people had adverse reactions to the medication, while through qualitative methods, we would find out what it was like to experience an allergic reaction to medication.

Identify access issues that may prevent or hinder obtaining information

Ethics

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Research ethics refers to the moral principles (i.e. the principles of right and wrong) which guide research. As a researcher you should consider how ethics influences your approach to research. Your first responsibility as a researcher is to the people who participate in your research. While you are predominantly interested in participants' responses, you need to remember that they are people with feelings, self-respect and rights. Your professional integrity is important in research and also relates to ethics. You must take responsibility for undertaking and presenting research without changing, modifying or suppressing any material. Research must be presented honestly and you should communicate the results as you uncover them, not slanting them to appeal to certain stakeholders or your funding body.

The organisation that employs you to undertake the research has a right to see your results before others. It also has the right to expect that your work maintains their credibility. The organisation may hold intellectual property rights and have the right to say whether the research is published and distributed or not.

Ethics approval

Ethics approval ensures a consistent approach to protecting participants during and beyond the research process. Research in many educational institutes and research centres is conducted in line with the ‘National Statement on Ethical Conduct in Research Involving Humans’. Access this site for further information: http://www.nhmrc.gov.au/publications/synopses/e35syn.htm

These guidelines provide the basis for evaluating and approving proposals to conduct research. It is important that researchers adhere to the organisation’s code of ethics. Not all research proposals may need to have Ethics Approval. If researchers are in any doubt as to whether these guidelines apply to a future research project they should seek the advice of the research sponsor or their immediate manager.

Where Ethics approval is required, the researcher should:

identify the research project details including the expected research results and what impact they may have on the participants

align the research with the organisation’s goals and strategic directions

supply copies of research instruments such as interview schedules, questionnaires or other data collection methods to the Approval committee

obtain written consent from all participants – Organisations have strict policies governing consent and the appropriate consent forms/authority to publish forms must be signed by the participants before the research commences

check if the participant is less than 18 years of age – if this is the case, the consent form needs to be signed by the primary caregiver in addition to the consent of the participant. The researcher must comply with policies relating to working with children and undergo screening to make sure they have not breached Section 5 of the Child Protection Act

ensure anonymity and confidentiality where possible e.g. surveys and questionnaires should be completed anonymously

justify the reasons why there is a need to undertake interviews, participate in focus groups and / or video tape participants:

http://www.nhmrc.gov.au/publications/synopses/e35syn.htm

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o Clearly explain to participants what the research is about and how their contributions will be used

o It is critical that participants agree to their research involvement and the research results should be made available to them

explain how the information will be distributed, when and to whom

identify how the research project will be funded – if there are incentive payments, will this impact the validity and impartiality of the research? e.g. bonuses for the researcher, the organisation sponsoring the research and/or the research participants. If there are incentive payments, how will this impact the research results?

If the study is a medical clinical trial, are participants provided with medication, contact details of the principal researcher and should the participant’s GP be notified?

Supply referees reports to accompany the research proposal where required and to support the research. This may be the research sponsor and/or the researcher’s immediate manager.

An organisation’s ethics committee is often responsible for approving the research. When a proposal has been approved, researchers may be provided with a letter of approval signed by the relevant Research Sponsor or Manager.

Legal and data requirements

Research organisations must comply with legislative requirements and with the requirements of data providers. Privacy, health and safety, and intellectual property are especially likely to arise as ethical concerns in research. It is important to make sure that all legal requirements are met. This is becoming increasing important with the use of the internet as a major source of secondary research. It is critical that the requirements of the data suppliers (the website creators) are adhered to particularly in relation to copyright and intellectual property.

Information access issues

You need to analyse the research request by asking the following questions:

1. Is the information already available in company files?

2. If available, is it readily accessible or in restricted or archived files?

3. Can you identify sources for the information for example, people, organisations, places, print or non-print materials?

4. Can you find the information yourself through using the Internet, journals or other reference texts?

Sometimes you may be denied access to information because it is confidential. At other times you may have difficulty getting immediate access and, if your time lines are short, you may need to redefine the boundaries of your research.

You should take into account factors such as:

The organisations policies and procedures

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The relevance of the material to your task

Observance of copyright, including appropriate documentation when you photocopy copyright information sources

Privacy laws and confidentiality

Freedom of Information Act

Age of the information, is it outdated?

Sensitivity of the information

business and performance plans

ethical standards

goals, objectives, plans, systems and processes

management and accountability channels

procedures for updating records.

Understanding the importance of the accuracy, relevancy, reliability and validity of information

Research information or ‘data’ can be gathered through a variety of methods. Your research must be credible, reliable and valid if you expect people to pay attention to it and make decisions based on your findings. You need to get the research process right so that any recommendations you make are going to be valid and therefore more likely to make a difference for the better.

Accuracy

Gathering and storing quality information can be very time-consuming and expensive. It is essential that the information is accurate, timely and reliable. Good management decisions depend for their success on information which is based on accurate and properly classified data. It is important to make sure that the information held by the organisation is accurate. The quality of information gathered internally largely relies on effective accounting and processing systems and controls. Controls are necessary to ensure a flow of accurate information and to allow the organisation to function and support its management and financial systems.

Relevance

Is the information relevant to the decision being made? To be relevant we have to ask the question ‘Is the information being collected pertinent to the specific circumstances?’

Reliability

For something to be reliable it has to provide a similar result in a number of situations, i.e. it needs to be consistent.

Every analyst seeks reliable information. This requires analysts to check sources to ensure that they are reliable ones. If information is from a written source, questions can be asked such as:

Where was this information first published?

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Is this publication one that checks the accuracy of the content of articles?

Can we double-check the reliability of the given information?

Validity

For the measure to be valid you need to be confident that it actually measures what it is supposed to. Validity refers to the accuracy or soundness of something, such as the information collected for research purposes. Valid information is of value to researchers when it adds to the sum total of useful material available to them. Invalid information adds nothing to the sum total of knowledge or distracts researchers in their work. An example of controlling for validity is selecting a representative sample to study.

Reasons for invalid information

Information can be invalid for any number of reasons. Most importantly, it is off the point. For example, American research on fast food preferences may be of no use in a study of fast food preferences in Australia, unless comparisons are wanted. Similarly, information may be invalid because it was collected for other purposes or is flawed. For example, we may find that the answers given in a survey available to us are interesting but decide not to use it because the questions asked were biased towards receiving a particular answer. This can be deliberate (to prove a point) or accidental, as would be the case where people give the answer that they think the interviewer would like to hear. Invalid information may result from the recognition that a person interviewed as an expert on the subject being researched may lack the qualifications or expertise that he or she claims to have.

The researcher can also influence the validity of information by either consciously or subconsciously structuring the research e.g. the questions asked or not asked in a survey, that will result in a particular desired response being produced.

Information lacking validity should be discarded or used with great care. In some circumstances it may be possible to re-work invalid information (for example, re-do a survey) in order to obtain valid information.

Obstacles to collecting information

Collecting information can be both a challenging and frustrating undertaking. Various obstacles can be placed in your way. For example, the information that you want:

may have been created for another purpose and does not give answers to your questions or may simply not exist

was created in another country where conditions are different

is based on research that may be out of date

is available but, for one reason or another, may not be reliable

may be very expensive and time consuming to collect

cannot be used without the permission of its creators (it is subject to copyright)

has restrictions placed on it by legislation such as the Federal Government’s Privacy Act.

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How to overcome information collection obstacles

Most obstacles in collecting information can be overcome when they have been identified and understood. The obstacles described above can be handled in many different ways. Keep the following in mind:

Original research may have to be initiated. The steps in the process must be identified and the time and costs calculated. A manager may have to approve the research

It may be necessary to redo previously undertaken research either to bring it up to date, address Australian factors or address relevant issues not covered in the original research

Permission may have to be sought to use research data created by other organisations

Advice may have to be sought from lawyers on how to deal with obstacles such as copyright and privacy considerations

Compromises may have to be suggested to management in order to reduce the cost of undertaking research when it appears likely to be well above budget

Remember that most problems can be overcome if enough resources are made available. However, in the real world in which we work, we are almost always constrained by time, money and the availability of skilled people when and where we need them. This means that you must calculate the costs of various courses of action and present this information to managers so that they can decide what is to be done and the amount of money and resources they are willing to commit.

Identifying alternative information sources

Very rarely does a problem have only one solution. Similarly, there is rarely only one source of information. Good researchers will seek alternative sources of information, taking into consideration factors such as ease of access, cost and accuracy.

Researchers should ask themselves ‘What are my alternative sources of information?’ For example, a database search of reports on recent market research undertakings in Australia may be an alternative to doing original research. The Australian Bureau of Statistics may have all the relevant information on the population of the area in which your company is considering opening a sports goods store, thereby eliminating the need to do original research. A number of focus groups may tell you more about the public attitude towards dental hygiene than undertaking a review of databases dealing with dental health.

Using business technology to access information

The use of computer technology has greatly assisted in the process of accessing information for many businesses. It has also made it much easier to retrieve historical data and access information from outside the organisation. Computer technology manages the information flow within organisations and also access to global information via the internet. Business computer technology includes computers, software, printers, photocopiers, faxes, scanners and video conferencing units.

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The rapid growth of computer technology has meant access to workplace information is becoming progressively easier and cheaper. Many stand-alone businesses make efficient use of information on one or two computers others operate their businesses taking advantage of LAN and WAN networks and the Internet.

Business technology

LAN network LAN stands for Local Area Network. It has computers that are connected by some form of communication cable within a small area such as a single floor of a building or an entire building or a small group of buildings within the same area. Users can e-mail, exchange documents, use software on other computers and perform other functions provided by the network

WAN network WAN stands for Wide Area Network. Groups of computers on a WAN may be a long distance apart. The communication lines used are often rented from telephone companies

Internet This is a global system of interconnected networks and is commonly known as the World Wide Web. Use of the internet has expanded considerably in recent years. The internet has improved access to information and for some businesses it has reduced the transaction costs associated with ECommerce. On the other hand the availability of too much information can confuse the issue and if we rely too much on the internet for information, when we experience problems with it, the business can become vulnerable

Intranet An intranet is like a local internal version of the Internet. It enables a workplace to interact with other members of the same organisation. An Intranet can be useful as an internal information system which limits access to authorised users

Email Email is a communication tool mainly used in one-to-one communication, although it may also be used through a list server to develop human networking both inside and outside the organisation

CD-ROM, USB and portable hard drives

enable an enormous amount and range of information, including reports, thesis', books, databases, conference papers, statistical or scientific data, dictionaries,

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encyclopaedias and index of journal articles to be stored on it.

Transfer of files allows users to log onto a public access computer to store and receive files

Bulletin boards an electronic version of a notice board

Organising Information

Information can be organised into categories using software applications like spreadsheet, database and /or word processing:

Spreadsheets – automate the process of calculating numbers

Database – used for sorting, retrieving and managing data

Word processing – organise and format the information into a professional format e.g. research report

Identify information storage methods

Information is a valuable and costly commodity. It is very important that it be maintained and stored properly until it is no longer required. Information can be stored in hardcopy, either in filing cabinets within the organisation or offsite or in softcopy, normally on password protected computer files, which should be backed up and securely stored.

A recent and much adopted trend relates to the use of portable information storage devices e.g. USBs, portable hard drives, lap top computers, audio recorders etc. These are a great benefit to the researcher but present additional security issues that must be addressed. For example how does the organisation protect and recover the information stored on these devices if they are lost or accidentally left in a location outside the organisation e.g. in a computer in a public library or on the train going home. One solution may be to password protect these devices where possible and only remove such storage devices from the workplace when absolutely necessary. It is also an idea to clearly label the device so that if it is lost in the workplace, it can be returned to you. To ensure integrity of the data, carefully disconnect the device according to the manufacturer’s instructions and also handle these portable devices with care, for example:

Do not drop or jolt the device

Do not remove the device during activity

Keep the device away from liquids

Do not stack any objects on top of the device that may block ventilation

Scan the device for viruses.

Make sure that you use a reputable supplier and check the warranties. Always remember to back up information from portable devices onto your hard disk at work so that if information is accidently lost, there will be a backup copy available. The other benefit of this is that work

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information systems often have additional security procedures in-built to protect workplace information.

Strict maintenance is vital and essential to the survival of any business. Information must be well organised and amended when necessary. For example inactive customers should be deleted from the active database. Having good backup facilities with strict security controls, will assist in the maintenance of information. Many large organisations have disaster recovery centres where computer data and operating systems are backed up and stored.

Understand confidentiality and security issues in storing and accessing information

Confidentiality

Confidentiality is an essential aspect of any research project to ensure open and honest responses from the participants. They need to feel that any answers, opinions or thoughts put forward will be treated confidentially and that their privacy will be maintained.

If research participants do not feel that their confidentiality will be respected, they will either give you the answers they think you want or answer cynically. This is particularly obvious in situations like worker satisfaction surveys conducted by management – workers will often not believe that confidentiality on their input will be respected and will answer as though it is going on their work files. This negatively affects the validity of the data.

Confidentiality can never be wholly assured but researchers should do their best to make sure it is protected as much as possible.

Security

All employees of an organisation should be made aware of the importance of security and the ramifications if security is breached. Organisations can loose data accidentally as well as through theft, sabotage or misappropriation. For example, computer viruses are a particular threat to computer networks. An organisation can implement security controls and contingency plans but it is impossible to make any system totally secure without making it almost impossible for the organisation’s employees to use.

There are a number of distinct controls that organisations should focus on to reduce security concerns relating to information such as the use of passwords, backing up of files and restricting access to critical information.

The way in which information will be extracted from records will depend on the storage medium. It is usually easy to download electronic records as long as you are able to meet security requirements. That is, you have a valid account number, password or PIN. The way in which this is done may be influenced by the information provider’s need for security. The provider may keep a record of users so that breaches of security can be tracked back to the person who extracted the relevant information. In some cases researchers are not given access to information without signing an agreement that information will only be used in certain ways.

Sometimes research information can only be extracted under supervision. This will often be the case where information is sought from systems which also hold the personal details of clients or

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patients. It is more difficult to extract information from paper records than computer databases. It is sometimes necessary to transcribe information to note books or a laptop, for later processing. If records are photocopied, it may be necessary to report this fact in a register in order to comply with copyright requirements.

Review

In this reading we have:

Discussed the need for research

Identified internal and external information sources

Reviewed primary and secondary data as well as qualitative and quantitative data

Identified access issues that may prevent or hinder the researcher obtaining information

Looked at the importance of the accuracy, relevancy, reliability and validity of information, reasons for invalid information, obstacles to collecting information and how to overcome such obstacles

Highlighted how business technology is used to access information

Identified information storage methods

Addressed confidentiality and security issues in storing and accessing information

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