In a Panopto-commissioned YouGov survey of 1,001 US employees, 60% reported difficulty getting information they needed from colleagues and estimated 5.3 hours a week spent waiting. This is self-reported vendor evidence, not a calculation that automatically applies to any company. Source and methodology.
Why doesn’t that number work for your company?
Because it’s aggregate and declares no method for apportioning it per organisation. It serves to size the problem across the market, never as the basis for a proposal — and anyone using it as though it were a specific calculation is inventing precision.
Which number does work, then?
The one your operation measures about itself: how many process steps diverge between document, record and conversation. That’s what the Divergence Index measures, with the criteria declared beforehand.
Where does the cost show up first?
In the time spent searching for information and working out who to ask — estimated by McKinsey at around 20% of a knowledge worker’s week.
We’d rather give you a number you can check step by step than a big one that impresses and can’t be verified.