Information management and service integration at German universities

Abstract

Purpose – Customers do not like to deal with maintenance problems and responsibilities for academic support facilities. They prefer service portfolios that integrate services for an easy and comfortable use. This paper aims to describe the organisational changes needed in the computer centres and libraries of German universities.

Design/methodology/approach – The article describes how several German universities are setting up an integrated information management system to improve cooperation between institutions that provide academic support in the areas of information, communication and media services.

Findings – The largely traditional support structures of German universities are in transition. The problems and challenges posed by information management and service integration, which Anglo‐American universities introduced during the mid‐1980s, are now a key issue at German universities and are being tackled with ever‐greater energy.

Originality/value – This article gives an overview of the current state of information management at German universities.