An investigation of the information center from the user's perspective

Abstract

This paper reports the findings of a field study conducted to obtain the end-user's viewpoint regarding the Information Center as a concept, and as an organization deployed in the user's own company. The study was conducted during 1985, and involved over 50 end-users in five Fortune 1000 corporations. Semi-structured interviews were used to obtain the user's viewpoint on such issues as: the importance of information center services, the effectiveness of those services as delivered in the user's own company, and the use and importance of other sources for similar services. In addition, critical success factors for information centers, and users opinions on the anticipated future need for information center services were also solicited. Results of the field interviews are presented and analyzed, with suggestions made on the conclusions that can be drawn in terms of managing and delivering information center services. © 1985, ACM. All rights reserved.