Information Centers: The IBM Model vs. Practice
Authors: Carr, Houston H.
Journal: MIS Quarterly (1987)
DOI: 10.2307/248678
<jats:p>The information center concept originated in the mid-seventies as IBM attempted to respond to the growing backlog of requests for MIS service. IBM, like many firms, discovered that the DP/MIS organization was unable to respond to the large number of requests for new systems. As a partial solution, information centers were installed at IBM and other firms to support end-user computing—the environment in which users address information needs directly. This concept of support for end-user computing has been well accepted.</jats:p> <jats:p>This research studied the way 20 firms in the Dallas-Fort Worth, Texas area operationalized the concept, comparing their information centers with the IBM/Hammond model. This paper compares the findings of empirical research to the contentions made by Hammond in his IBM Systems Journal article of 1982 [11]. Agreement was found with only one-half of Hammond’s propositions. The areas of disagreement are considered important.</jats:p>