Resumen

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 1413-9936.  http://dx.doi.org/10.1590/S1413-99362009000200004.

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 llave : Strategic information management; Information management processes; Call center.