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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.

View this resource:
http://www.educause.edu/ir/library/pdf/ERM0731.pdf
http://www.educause.edu/apps/er/erm07/erm0731.asp
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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.

View this resource:
http://www.educause.edu/ir/library/pdf/ERM05614.pdf
http://www.educause.edu/er/erm05/erm05614.asp
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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.
View this resource:
http://www.educause.edu/ir/library/pdf/ERM0168.pdf
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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.
View this resource:
http://www.educause.edu/ir/library/pdf/ERM0139.pdf
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