ISSD Fall 2009 School of Information, UC Berkeley

Information-intensive services are those in which information actions or processing are responsible for the greatest proportion of value created by the service system. The most information-intensive ones are those with few or no requirements for physical and personal interactions, or where personal interactions are narrowly focused on the information exchange needed to make decisions and apply other information. In these service domains documents, databases, software applications, or other explicit repositories or sources of information are ubiquitous and essential to meeting the goals of the service consumer or customer. Even service types that are dominated by physical or interpersonal actions, and which are thus “experience-intensive,” usually require information exchanges to specify and co-produce the service.