I've written many times about how people, process, and technology have to work together in order to have the greatest success with your data management.

I was reminded of this again recently when discussing an issue with a client. The client wants to (wisely) collect information when members and customers contact them with issues and questions. Collecting this information over time would give them actionable data about the issues that really concern their members and customers.

But in the course of the conversation one of the staff said "This won't work, because it's going to take too much effort. It's very unlikely I'll do that."

And here's the thing: that staff person is correct. This won't work, if the staff won't do it.

The idea behind people, process, and technology is that the right people are using the right processes and the right technology. And if your people won't do the work, then by definition, they're not the right people. No amount of technology can fix that.