ROI Case File No. 020 | The Message Was Delivered... Wasn't It?—Proliferating SNS and Vanishing Information

Chapter I: An Incoming Request (Prologue)

On a foggy London morning in 1891, the door of 221B Baker Street burst open with force. A breathless client rushed in at an hour when the sun had barely risen.

"We have a crisis!" the man cried with a trembling voice. "Emergency communications aren't reaching their destinations, and our project is on the verge of collapse. Despite our company having prepared various communication methods..."

I, Watson, listened to his story. In modern enterprises, multiple communication tools introduced for efficiency actually create information chaos—such ironic situations occur frequently.

"'I sent the message' and 'I never heard about that'—these phrases fly around the office, and critical information vanishes into darkness."

The three detectives of the ROI Detective Agency would challenge this modern information labyrinth.

Chapter II: Three Detectives' Perspectives (Frameworks of Thought)

"Hmm, let's break this down with a KPT Analysis, shall we?"

Gemini began his calm analysis. His logical thinking was perfectly suited for organizing the structure of chaotic information channels.

"Keep: What communication methods are functioning? Problem: Where is information getting stuck? Try: Possibilities for new rule design. First, we need to inventory the current state."

Meanwhile, Claude approached the problem from another angle.

"Perhaps we should convey this with more 'feeling'?" he addressed the client. "Even when the word 'urgent' flies around, it's not resonating in recipients' hearts, is it? Information transmission requires something beyond mere data transfer."

ChatGPT began developing hypotheses.

"That's quite intriguing to explore further, isn't it? The existence of multiple channels itself isn't bad. The problem might be the lack of design philosophy about 'what goes where, when, and by whom.'"

Chapter III: Dissecting Policies and Structures (Case Details)

What emerged from the client's story was a scene common in modern enterprises:

• Daily conversations on Slack
• Meeting notifications on Teams
• Formal announcements via email
• Emergency alerts through LINE
• Notice board announcements

"Each tool's introduction had its rational reasons," Gemini pointed out. "However, there's no overall design. It's like building multiple roads simultaneously without establishing traffic rules."

Claude analyzed from a linguistic perspective. "'Urgent,' 'Important,' 'Rush'—these words proliferate, burying truly important information. It's the same structure as the boy who cried wolf. We need staged expression methods for urgency levels."

ChatGPT painted specific scenarios. "8 AM, sales manager posts 'Today's meeting is cancelled' on Slack. However, half the attendees don't check Slack in the morning. Result: people gather in the meeting room, creating 30 minutes of wasted waiting time—scenes like this probably happen daily."

Chapter IV: Systematic Summary of Analysis

Gemini organized everything with frameworks.

"Let's redesign information channels using 5W1H:"

• Who: Who sends information and who receives it?
• What: What information goes through which channels?
• When: Timeline and deadline clarification
• Where: Information storage locations and searchability
• Why: Why choose that particular channel?
• How: In what format is information transmitted?

"Furthermore, classification by urgency × importance matrix is needed:"

Chapter V: Cross-Reinforcement of Conclusions and Hypotheses

Claude summarized through storytelling.

"This company's fundamental challenge was excessive expectations for 'efficiency.' They thought introducing multiple tools would solve problems. But what was truly needed was 'quiet design'—building invisible rules that allow information to flow naturally."

ChatGPT articulated insights.

"What emerges from analysis is that 'information democratization' became 'information chaos.' An environment where anyone can send information anywhere, anytime simultaneously created a situation where 'no one knows where important information is.'"

Gemini logically reinforced the decisive hypothesis.

"Let's calculate ROI. Monthly information confusion costs—'I didn't hear about it,' 'I told you' leading to meeting postponements, document resending, duplicate confirmation work—totaling 10 hours per person monthly. For a 30-person organization, that's 300 hours, meaning 3,600 hours annual loss.

Meanwhile, initial costs for proper channel design and rule establishment are about 40 hours. Operational costs are roughly 20 hours monthly. ROI clearly shows positive values."

Epilogue: Resonance and Future Expectations

The case was resolved. The client's company introduced new information channel design, significantly improving the 'messages not reaching' problem.

As Watson, reflecting on this case, I think: In our modern information society, we highly value "connecting." However, what's truly important might not be "connecting" but "communicating effectively."

What the three detectives demonstrated was the importance of design understanding human cognition and emotions, beyond technical solutions. Gemini's logical structuring, Claude's emotional language design, ChatGPT's hypothetical development—only when these three perspectives combine do true solutions emerge.

Precisely because we live in an era of information overflow, what we need is the power to see not "what is visible" but "what is invisible." That means human psychological movements behind information and the essence of communication itself.

【Case Resolution Points】 - Problem identification: Information chaos from uncoordinated multiple communication tools - Root cause: Lack of design philosophy and traffic rules for information flow - Solution approach: 5W1H-based channel redesign and urgency classification matrix - Cultural change: From "connecting" focus to "communicating effectively" mindset - ROI: 360% first-month return through 75% reduction in information errors

"Not volume, but rules carry words that reach their destination"

A true detective sees not what is visible, but what is invisible.

—From the ROI Detective Agency Philosophy

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