EDUCAUSE Review Articles; Customer Service; and Articles, Papers, and Reports

Recent library resources tagged with EDUCAUSE Review Articles; Customer Service; and Articles, Papers, and Reports.

Compartments, Customers, or Convergence?

Added by the EDUCAUSE Librarian
Title:Compartments, Customers, or Convergence? (ID: ERM0731)
Author(s):Gregory A. Jackson (University of Chicago)
Origin:EDUCAUSE Review Articles (2007)
Type:Articles, Papers, and Reports
Abstract:

Compartmentalization no longer works, and focusing on customers no longer suffices. Satisfying customer expectations through compartmentalized services and activities must give way to engaging customers through convergent services and activities.

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On Taking Our Own Medicine

Added by the EDUCAUSE Librarian
Title:On Taking Our Own Medicine (ID: ERM05614)
Author(s):John W. McCredie (University of California, Berkeley)
Origin:EDUCAUSE Review Articles (2005)
Type:Articles, Papers, and Reports
Abstract:

The author discusses his experiences with various forms of technology and the user support help he experienced when the systems encountered problems.

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Improving Service Quality with Benchmarks

Added by the EDUCAUSE Librarian
Title:Improving Service Quality with Benchmarks (ID: ERM0168)
Author(s):Ray Grant (Clackamas Community College)
Source:Campus Works, Inc.
Origin:EDUCAUSE Review Articles (2001)
Type:Articles, Papers, and Reports
Abstract:The author suggests ways IT departments can measure and improve their service to users, by using internal benchmarks.
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IT Service and Users' Expectations: A Balancing Act

Added by the EDUCAUSE Librarian
Title:IT Service and Users' Expectations: A Balancing Act (ID: ERM0139)
Author(s):John Bucher (Kansas State University)
Origin:EDUCAUSE Review Articles (2001)
Type:Articles, Papers, and Reports
Abstract:The author discusses the difficulty of meeting user expectations of customer service while feeling the constraints of tight budgets and limited IT staff.
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