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Abstract

The mission of the Information Services Department at Microsoft is to link users with information services and resources that facilitate Microsoft's product development, sales and support. This paper ia a discussion of how that mission is fulfilled by integrating Microsoft products, leveraging off of company product development and developing new information delivery systems to satisfy the individual information needs of employees world wide. Information Services is integrating its own products into the business of information retrieval and delivery. Included in the discussion is a description of the processing of an information request, beginning with how the employee makes the request, continuing with the routing of the request to the proper party within Information Services, the information retrieval procedure and the delivery mechanism utilized to present the completed information request to the employee. Using the company profile as an example, the steps in the process are reviewed, including generation of the request via electronic form, searching via communications software and networked CD-ROMs, downloading results and reformatting using various Microsoft Word macros and delivering the profile via an object package in Microsoft Mail over the corporate network. Future plans for information tools and workflow changes are also discussed