Unifying information behaviour and process: a balanced palette and the balanced scorecard

Allen Edward Foster, Kirsten Anne Ferguson-Boucher, Judy Broady-Preston

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Purpose – This paper aims to put forward a “balanced palette” approach using balanced scorecard principles to evaluate the multiple elements of behaviour and process identified in a recent conceptual model developed by Foster and Ferguson-Boucher at Aberystwyth University.

Design/methodology/approach – Building on Foster and Ferguson-Boucher's conceptual model the paper reports on a tripartite approach applying information behaviour, records management and organization behaviour theory that is used to develop an analytical tool to measure information and process in organizations.

Findings – The study identified compatibility between the principles identified in the Foster Ferguson-Boucher (FFB) model and the principles associated with the balanced scorecard (BSC) technique and Broady-Preston's earlier work. Bringing together the FFB model and the BSC technique the resulting matrix, the Information Situation Scorecard, permits the assessment of information agent roles in the context of some accepted strategic measures while also reflecting the different emphasis that information and behaviour require.

Originality/value – Building on analysis of earlier work, and adapting the principles of the balanced scorecard this paper offers a holistic evaluation of information situations that encompass information behaviour, organization behaviour and records management within a single evaluative framework.
Original languageEnglish
Pages (from-to)280-288
Number of pages9
JournalPerformance Measurement and Metrics
Issue number3
Publication statusPublished - 01 Dec 2010


  • Balanced scorecard
  • Information strategy
  • Organizational behaviour
  • Records management


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