Title: Information
Management in Customer Inquiry Services: A Sense-Making Approach for Managing
Complexity
Abstract: Many contemporary enterprises have sought
to improve their customer support processes. The increasing complexity of
organizational domains and customer environments, however, has often placed
too heavy demands on the information management abilities of organizations.
This paper addresses a contemporary need for conceptual tools to capture
and represent the complexity of IT based work performance in service operation,
in such a way that management sense-making can be supported to foster useful
understanding or insights. The application of an analytical schema presented
in this paper is illustrated through a case study of IT enabled customer
inquiry and feedback handling activities in a modern call center. This paper
contributes to the need to equip IS practitioners with tools for appraising
the needs and implications of IT systems or information practices from a
contextually relevant, multidimensional perspective.