Recently, I was in Victoria, British Columbia, providing information quality improvement education for professionals from the various provincial government ministries. During my visit, Bridget Hellyer of the Ministry of Finance shared her personal experience as a "victim" of poor quality information. Bridget has graciously allowed me to share her experience in this month's column. Bridget's experience provides an outstanding object lesson in the high costs of low- quality information and how the principles of information quality improvement can prevent aggravation to your customers and lost profits. Following is her ordeal.

Bridget received a telephone request for a donation to an unnamed charitable organization. (By the end of this column, you will agree that the organization will appreciate not being identified.) Concerned for the cause, Bridget responded with a $25 donation. She provided her name, address, pledge amount and credit card information over the phone.

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