Information seeking is a fluid and situation dependent activity where a seeker's actions are influenced by access to information, perceived quality (or information fit) and trust in the information source. All of these factors combined create an ever‐changing information‐seeking environment....

Purpose – To validate the use of fuzzy control systems for information channel optimisation. Design/methodology/approach – The research presents findings from a multi‐year case‐based study of an international software organisation. At the outset of the study, baseline log‐file data...