When Interviews Reveal the Unexpected: Why the “Nuts and Bolts” Matter in Information Management Assessments

The Moment Planning Meets Reality

After weeks of preparation, interview guides, background documentation, and carefully curated interview lists, you finally sit down for the first conversation of an information management assessment. And almost immediately, something unexpected surfaces.

“No matter how much you prepare, day one of interviews will always surprise you.”

That’s not a failure of planning — it’s the value of the interview process.

The Paper Trail You Didn’t Expect

One of the most striking surprises we’ve encountered came from a large organization’s treasury team. On paper, everything looked modern and digital. In reality, the treasurer was handed slips of paper — literal paper — to initiate ACH and wire transfers. When COVID sent everyone home, the workaround became printing emailed requests and stacking them in living rooms until the office reopened.

A few days later, the trading team revealed a similar pattern: handwritten notes, printed confirmations, manual data entry, and paper handoffs. When remote work disrupted the physical flow, the paper simply migrated home.

“Interviews expose the operational truth — not the assumed process.”

These discoveries only surfaced because the interviews created space for people to describe what actually happens, not what the policy says should happen.

Outsourced Doesn’t Mean Unaccountable

Another common surprise: teams who believe that outsourcing payroll, benefits, or HR systems means they no longer “have records.” Interviews help clarify that while a vendor may host the data, the organization still owns the responsibility — legally, operationally, and ethically.

For more on this topic, listen to What Counts by TrailBlazer Consulting, Episode 7.