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.
Strategic information management; Information management processes; Call center
