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Perspectivas em Ciência da Informação

versión On-line ISSN 1981-5344


ANDRADE, Eduardo Augusto  y  ALVARENGA NETO, Rivadávia Correia Drummond. Investigation and analysis of information management processes in a call center firm. Perspect. ciênc. inf. [online]. 2009, vol.14, n.2, pp.30-51. ISSN 1981-5344.

This article investigates and analyzes the practices and processes of strategic information management implemented in a call center. It was based on four categories of analysis: determination of information demands, acquisition, distribution and information use. Multiple sources of evidences were used, such as fourteen semi-structured interviews, document search and direct observation. of the research project quality, the following criteria were used: construct validity, external validity and reliability.isto não estava no resumo em português. The results suggested the lack of a legitimate structure of strategic management of information, showing the gap between discourse and real practice.

Palabras clave : Strategic information management; Information management processes; Call center.

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