How do you know what you don’t know? What does that even mean, and why is it important to your business?
For centuries, people have been trying to get other people to hire them or buy their services. That’s what commerce is. In any form of commerce, knowledge is power, and this is doubly or quadruply true today. Whether you work for a department of a large company, a small start-up, or maybe you work for yourself, what you know about your industry, your competitors and your customers is vital. But so, too is the information you don’t currently know, information that you don’t know you need to know, or maybe you don’t want to know.
Let me give you an example to make this clear.
A few years back I was giving a speech at a convention of physicians. We all need doctors of course, but it is a common understanding that part of a physician’s so-called bedside manner, that air of confidence that allows them to communicate with their patients, is based on the fact that they are supposed to know all they need to in order to make an accurate assessment and a successful prescription for recovery. No one wants to see a nervous physician.
At this particular event, I was about to give a speech on the impact of social media on the physician-patient relationship, when one of my two hosts for the event stopped me and asked if I was planning to mention a certain website, and if so, to please refrain from doing so. The site was a FaceBook page dedicated to healthcare system horror stories in the geographic area I was speaking in. The page – which no longer exists – clearly stated that it was not in any way a hate page against hard-working physicians, nurses or other healthcare workers, but simply a place to commiserate and share stories about wait times, hallway medicine and other discomforts of the healthcare industry.
The host who asked me to refrain from mentioning this page was keenly interested in not tainting the event with negative stories about the healthcare industry. But the other host disagreed and said we should discuss this story. How else can our audience, comprised of physicians know what they don’t know?
Knowing what you don’t know seems like such an esoteric term. But in this age of data it is both more more important than ever before and also easier. Research no longer requires physical actions like visiting a library or holding focus groups. The data – all of it – is out there, and technologies like AI and machine learning – even simple Google News Alerts help bring it right to your doorstep.
Another healthcare related story helps drive this home. I was once consulting to an association that focuses on the management of hospitals and other health care institutions. They wanted to rebuild their social media presence and asked for me to help with the RFP process for website design. During the course of the needs analysis and market research, we decided to try to find out what the general public wanted to know about their hospital system. In other words, what did the association not know about their customer base? It turned out the most common question people had about the hospitals in their region was not about specialities or even wait times. It was “how much parking cost.” That’s what people really wanted to know, and that really came out of left field for the association. They had no idea.
So how do you find out what you don’t know? And how do you find out what you don’t know you don’t know? A good example might be going to a meeting at a client or customer location. If you don’t know how to get there, you know you don’t know that, so you consult a map or you program their address into your driving GPS app. But what if this customer was also comfortable meeting by video, saving you the trip both there and back? If this is not made clear, then you don’t know the option exists, and you don’t know to ask.
You don’t know to ask. Now that’s a Vital Soft Skill
When people talk about the future of work, one of the predominant must haves is soft skills. As artificial intelligence and other technologies eat into the hard skill sets that have supported any of us over the past few decades, it’s soft skills that will turn out to be vital for a career. For example, a cybersecurity specialist in IT must learn the skills of negotiation and influence in order to be heard at the C-suite table. Employees need to understand critical thinking and prioritization to manage workloads and distinguish real messages from phishing scams. Managers must develop emotional intelligence and active listening skills to better understand a highly mobile workforce that is already attuned to the audience-of-one mindset.
Add to this list, the ability to know what you don’t know. It’s a soft skill. It’s information literacy. It’s almost a sixth sense. But it’s very easy to do. You just have to know what questions to ask.
To understand what I mean by this, think about how people try to find out stuff they don’t know. If you run a business or a store or a department, you might conduct a survey or an interview. But in many cases this type of investigation is framed by the questions you ask. And even if you keep things as open as possible, for example offering people a text box to type in their thoughts or an open, flow of conscsiousness statement, they still know that the source of the question is you, and that is going to frame and skew the outcome.
A new and better source of unknown knowledge, then, is unstructured data that comes from an external source and that is not affiliated with you. The health system horror stories example I shared earlier/above is a case in point. Ostensibly created by someone as a community discussion not aimed at any one healthcare facility in particular and certainly not initiated by one.
Twitter is a great source for this, in my opinion. Once you get past the vitriol, hatred and junk out there, there are still many worthwhile people actively talking about things going on in your industry. This is unstructured data. It’s free-flow commentary that is not guided or influenced by leading questions.
So how do you find it? Keyword searches and Google news alerts seem like the most obvious route, and indeed an ongoing practice of farming the internet for keywords is vital. But this, too, is prone to the subjectivity of the words you choose, which is why a policy of diligent social media surfing is also valuable.
If you follow a specific subject matter expert on Twitter, it’s likely this individual will provide valuable information. But look around. Read the comments made by others. Pay attention to the recommendations of others to follow. Watch the hashtags being used. These all expand your awareness to other organizations or industries that may seem totally unrelated, but from whom valuable insight can be gained.
Here’s a third healthcare related story that illustrates this. I was once teaching a group of paramedic supervisors about team dynamics. The conversation moved to the topic of the speed of response and safe driving techniques for emergency vehicles. The flow of the conversation led me to remember a tweet I had seen about a pilot project that delivered defibrillators by drone, complete with two-way audio and video to help someone save another person’s life even before the paramedics arrive. This discovery was something I had stumbled across while doing separate research and then mentally filed away. It was by chance, yes, but I still had the presence of mind to note that this item of news would be important to my ongoing knowledge and value as an expert.
The point is, information is available all around us, but knowing where and how to find it requires stepping away from the traditional index or table of contents and moving towards intelligent gathering of information.
Here’s a non-healthcare related analogy: some people call it reticular activation, and others simply call it the purple Jeep syndrome.
Imagine you decide to buy a new car and the model you decide upon is a Jeep. But not just any Jeep a purple one. As you entertain that decision, you will start to notice that quite a few people are driving purple Jeeps out there. Where did they come from? Did central casting just send a bunch of people into your personal movie to throw you off your game? No. The answer is those people and those Jeeps have always been there, but now your mind has been turned on to them, you will suddenly start to notice them. That’s reticular activation.
The same goes for information gathering in the great data ocean. You can’t always know what you’re looking for exactly, but a tuned in mind is better able to identify patterns, keywords, relevant ideas and potential jewels than can a stressed and distracted one. This, again is information literacy.
The Johari Window
If you’re looking for a physical tool to help you figure out what you don’t know about your business, your customers or yourself, try using a Johari Window. This is simply a construct of four squares, laid out two by two, with each one focusing on information known or not known to yourself and known or not known to others. The top left square is easiest to fill out: things you know about yourself, and things others know about you. Then close by, you will have squares for things you know about yourself but that others do not know about you, and also things others know about you but you do not know about yourself. Then, in the lower right corner, the ultimate black hole: things you don’t know about yourself AND things that people do not know about you.
If this is confusing, check out this Johari Window that zoologist Barbara G. Evers has created using a story line we are all familiar with.
The point is knowledge comes from reticular activation pared with passive social media discovery. It stems from a desire to know what we don’t know, and an awareness that such knowledge is out there to be found in unstructured data – paragraphs of text and tweeted commentary
A customer returns desk, the traditional dark corner of a retail store is no longer a place of shame – it becomes a goldmine for the store to learn what they don’t know about the customers who still shop with them. Similarly, scanning a person’s LinkedIn profile before meeting them in person or online, may reveal previously unknown connection points – a person, a university or a job, that gives you something in common – something to connect with.
So, in an age of information, it remains more vital than ever to know that there is more to know, but that finding it truly is more of an art than a science.
This is the transcript of the CoolTimeLife podcast entitled The Importance of Knowing What You Don’t Know. If you would like to listen to it, you can check it out at our podcast site here. If you would like to review other podcasts in this series, visit my podcast page at stevenprentice.com/podcast.html