Content Management for Advisory Support Information Systems

  • Joachim PfisterEmail author
  • Gerhard Schwabe
Part of the Progress in IS book series (PROIS)


This chapter demonstrates how advisory support information systems can benefit from Enterprise Content Management (ECM) support. It introduces that type of information system, elaborates on an architectural sketch, and shows how ECM can support advisory support information systems. Requirements like providing filters, supporting collaborative content management through several organizational levels, and aggregating content from different resources on an inter-organizational level to foster transparency and to adapt content items to a user’s specific role are formulated. The challenge of information integration, which is inherent in all advisory support information systems, can be generalized to all workplaces in which information is aggregated from multiple sources. For this reason, the content architectural sketch may also be applicable to other settings in which content must be shared with and presented to different groups.


Customer Relationship Management Content Item Service Encounter User View Support Item 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


  1. Association for Information and Image Management (AIIM). (2011). What is enterprise content management (ECM)? Retrieved June 30, 2011, from
  2. Belkin, N. J., Oddy, R. N., & Brooks, H. M. (1982). ASK for information retrieval: Part I. Background and theory. Journal of Documentation, 38(2), 61–71.CrossRefGoogle Scholar
  3. Berners-Lee, T. (2006). Linked data. Retrieved December 19, 2010, from
  4. Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 139–149.CrossRefGoogle Scholar
  5. Böhm, K., Wolf, P., & Krcmar, H. (2010). Context oriented structuring of egovernment services—An empirical analysis of the information demand of expatriates in Germany. In Proceedings of the 43rd Hawaii International Conference on System Sciences. Kauai, HI.Google Scholar
  6. Bradley, G. L., McColl-Kennedy, J. R., Sparks, B. A., Jimmieson, N. L., & Zapf, D. (2010). Service encounter needs theory. A dyadic psychosocial approach to understanding service encounters. In W. J. Zerbe, C. E. J. Härtel, & N. M. Ashkanasy (Eds.), Emotions and organizational dynamism. Research on emotions in organizations (Vol. 6, pp. 221–258). Emerald.Google Scholar
  7. Central Intelligence Agency (CIA). (2011). The world fact book: European Union. Retrieved July 18, 2011, from
  8. Comité Européen de Normalisation. (2009). Harmonization of data interchange in tourism. CEN Workshop Agreement. CWA 15992.Google Scholar
  9. Cook, L. S., Bowen, D. E., Chase, R. B., Dasu, S., Stewart, D. M., & Tansik, D. A. (2002). Human issues in service design. Journal of Operations Management, 20(2), 159–174.CrossRefGoogle Scholar
  10. Credit Suisse. (2006). Der Credit Suisse Beratungsprozess im Private BankingEin Lern- und Arbeitshandbuch (Reprint of the first edition from 2005). Credit Suisse.Google Scholar
  11. Eisenhardt, K. M. (1985). Agency theory: An assessment and review. The Academy of Management Review, 14(1), 57–74.Google Scholar
  12. Fitzsimmons, J. A., & Fitzsimmons, M. J. (2007). Service management: Operations, strategy, information technology (6th ed.). New York: McGraw-Hill.Google Scholar
  13. Glushko, R. J. (2010). Seven contexts for service system design. In P. P. Maglio, C. A. Kieliszewski, & J. C. Spohrer (Eds.), Handbook of service science: Research and innovations in the service economy (pp. 219–249). Berlin: Springer.Google Scholar
  14. Godinez, M., Hechler, E., Koenig, K., Lockwood, S., Oberhofer, M., & Schroeck, M. (2010). The art of enterprise information architecture. A systems-based approach for unlocking business insight. Upper Saddle River: IBM Press.Google Scholar
  15. Jungermann, H. (1999). Advice giving and taking. In Proceedings of the 32nd Hawaii International Conference on System Sciences. Maui, HI.Google Scholar
  16. Nonaka, I., & Takeuchi, I. (1995). The knowledge creating company. How Japanese companies create the dynamics of innovation. New York: Oxford University Press.Google Scholar
  17. Novak, J. (2009). Mine, yours… ours? Designing for principal-agent collaboration in interactive value creation. In Proceedings of the 9th International Conference on Wirtschaftsinformatik. Wien.Google Scholar
  18. Novak, J., & Schwabe, G. (2009). Designing for reinter mediation in the brick-and-mortar world: Towards the travel agency of the future. Electronic Markets, 19(1), 15–29.CrossRefGoogle Scholar
  19. Novak, J., Schmidt, S., Aggeler, M., & Schwabe, G. (2008). Kooperative Medienumgebungen für das Reisebüro der Zukunft. In M. Herczeg & M. C. Kindsmüller (Eds.), Mensch & Computer 2008. 8. fachübergreifende Konferenz für interaktive und kooperative Medien: Viel Mehr Interaktion (pp. 97–106). München: Oldenbourg.Google Scholar
  20. Nussbaumer, P., Matter, I., Slembek, I., & Schwabe, G. (2011). Information search behavior of investors and the role of advisory services. In Proceedings of the 19th European Conference on Information Systems. Helsinki.Google Scholar
  21. O‘Callaghan, R., & Smits, M. (2005). A strategy development process for enterprise content management. In Proceedings of the 13th European Conference on Information Systems. Regensburg.Google Scholar
  22. Omitola, T., Koumenides, C. L., Popov, I. O., Yang, Y., Salvadores, M., Szomszor, M., et al. (2010). Put in your postcode, out comes the data: A case study. In Proceedings of the 7th Extended Semantic Web Conference. Heraklion.Google Scholar
  23. Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174.CrossRefGoogle Scholar
  24. Pardo, T., & Tayi, G. K. (2007). Interorganizational information integration: A key enabler for digital government. Government Information Quarterly, 24(4), 691–715.CrossRefGoogle Scholar
  25. Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14.CrossRefGoogle Scholar
  26. Schmidt-Rauch, S., & Nussbaumer, P. (2011). Putting value co-creation into practice: A case for advisory support. In Proceedings of the 19th European Conference on Information Systems. Helsinki.Google Scholar
  27. Schwabe, G., Schenk, B., & Bretscher, C. (2010). Enabling advisors and citizens through Citizens’ Advice 2.0. In Proceedings of the 14th Annual Conference of the International Research Society for Public Management. Bern.Google Scholar
  28. Schwartz, B. (2005). The paradox of choice: Why more is less. New York: Ecco.Google Scholar
  29. Sheridan, J., & Tennison, J. (2010). Linking UK government data. In Proceedings of the WWW2010 Workshop on Linked Data on the Web. Raleigh, NC.Google Scholar
  30. Shoestack, G. L. (1985). Planning the service encounter. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The service encounter (pp. 243–254). Lexington: Lexington Books.Google Scholar
  31. Solomon, M. R., Surprenant, C. F., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99–111.CrossRefGoogle Scholar
  32. Steinmetz, U. (2011). Bürgerservice am Telefon. In G. Schwabe (Ed.), Bürgerservices (pp. 113–138). Berlin: Edition Sigma.Google Scholar
  33. Tambouris, E., & Tarabanis, K. (2008). Understanding and scoping life events. International Journal of Electronic Governance, 1(2), 139–154.CrossRefGoogle Scholar
  34. The Rockley Group. (2003). Managing enterprise content: A unified content strategy. White Paper. The Rockley Group Inc.Google Scholar
  35. Tyrväinen, P., Päivärinta, T., Salminen, A., & Iivari, J. (2006). Characterizing the evolving research on enterprise content management. European Journal of Information Systems, 15(6), 627–634.CrossRefGoogle Scholar
  36. UBS. (2010). Advisory approach. Retrieved August 12, 2010, from
  37. Vargo, S., & Lusch, R. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRefGoogle Scholar
  38. von Hippel, E. (1994). “Sticky Information” and the locus of problem solving: Implications for innovation. Management Science, 40(4), 429–439.CrossRefGoogle Scholar
  39. von Lucke, J. (2006). Das Stammtext- und Ergänzungsmodell in einem Verbund der Verwaltungsportale. In G. Viola (Ed.), eGovernment Kompendium 2006—Referenzbuch für den öffentlichen Sektor (pp. 39–40). Augsburg: Vogel.Google Scholar
  40. Warschburger, P. (2009). Beratungspsychologie. Heidelberg: Springer.CrossRefGoogle Scholar
  41. White, K. F., & Lutters, W. G. (2007). Structuring cross-organizational knowledge sharing. In Proceedings of the 2007 International ACM Conference on Supporting Group Work. New York.Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  1. 1.Department of InformaticsUniversity of ZurichZuerichSwitzerland

Personalised recommendations