This paper presents an approach for integrating different types of information systems technologies to support the functions of an Information Center (IC). A knowledge based system, Information Center Expert/Help Service (ICE/H), has been developed to provide support for the help services of an IC. A general process model to represent the consultation process in an IC is described. Based on this model, an architecture to support the consultation process has been developed. The architecture depicts the use of a knowledge management system, a data management system and a communication (E-mail) system to emulate the consultation process. The ICE/H system has been implemented using this architecture to support an IC with 5000 users.
Ram, Sudha; Hayne, Stephen; Carlson, David; and Nunamaker, Jay F. Jr., "INTEGRATION OF INFORMATION SYSTEMS TECHNOLOGIES TO SUPPORT CONSULTATION IN AN INFORMATION CENTER" (1989). ICIS 1989 Proceedings. 32.