Information Literacy for sustainability: analysis in a financial services call center organization

Abstract

Social and technological changes lead to the protagonism of information as key to skills development of individuals as well for the construction and mobilization of knowledge that applies to real world challenges. In the context of contemporary society, marked by the intensive use of Information and Communication Technologies (ICTs) and also by globalization, sustainability is another relevant aspect. Organizations plays a central role in this dimension to achieve global goals as the implementation of the 2030 Agenda and the Sustainable Development Goals (SDGs) consolidation, making it essential to develop skills that allow them to deal with such demands. Therefore, this research sought to understand what the internal public of an organization of call center focused on financial services thinks about the theme “sustainability”, from the Information Literacy (IL) perspective. For data collection an online questionnaire was used, based on the standards of information literacy found in Oliveira e Oliveira (2019): Need of information; Access to information; Evaluation of information; Use of information; Ethical use of information. Were also conducted in-depth interviews with the human resources area to understand how the organization perceive the internal public role, and its own, in the construction of new organizational practices on the topic. Based on 132 responses obtained, the results suggest that sustainability is seen by the internal public as a relevant topic that represents an opportunity for personal development. Concerning the analyzed standards, its observed that IL is a can be developed and the culture of sustainability showed itself as incipient in the company.