Integrating information systems technologies to support consultation in an information center

Sudha Ram, Stephen Hayne, David Carlson

Research output: Contribution to journalArticlepeer-review

4 Scopus citations


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 has been developed to support the consultation process. 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.

Original languageEnglish (US)
Pages (from-to)331-343
Number of pages13
JournalInformation and Management
Issue number6
StatePublished - Dec 1992


  • Consultation process
  • Database system
  • Electronic mail
  • Expert system
  • Information center
  • Knowledge base system
  • Knowledge representation

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Information Systems and Management


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