Customer Service - 70 Resources

Publications (20)

EDUCAUSE publications address a diverse range of professional challenges in higher education IT, from updates on current developments to explorations of important overarching issues. Listed below are the full range of research, reports and other publications that EDUCAUSE and its members have written about Customer Service.

Keywords

Item ID	Title	Resource Category	Pub Date	Views	Ranking
ERB0918	Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 Constance (Momi) L. Ford, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	09/08/2009	1,063
ERM0731	Compartments, Customers, or Convergence? Gregory A. Jackson Articles, Papers, and Reports	EDUCAUSE Review	01/01/2007	8,609
ERB0605	Increasing IT Value for Customers: A Challenge for Higher Education Daniel Beeby, Sunny Donenfeld, Klara Jelinkova, Jim Knox, Eileen Palenchar and Joseph Rini Articles, Papers, and Reports	ECAR	02/28/2006	5,159
ERB0423	Customer-Centered IT Support: Foundations, Principles, and Systems Garland C. Elmore, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	11/09/2004	6,243
ERB0514	An Architecture for Evolving IT Customer Service Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	07/05/2005	5,594
ERB0313	Relationship Management in Higher Education Information Technology Robin M. Conant Articles, Papers, and Reports	ECAR	06/24/2003	7,722
ERB0611	Vision, Data, and Analysis: An Administrative Structure for Decision Making Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	05/23/2006	3,845
ECS0505	Iowa State University’s Business and Finance Division Project Evaluation and Implementation Methodology Julie A. Ouska and Judith A. Pirani Articles, Papers, and Reports	ECAR	06/15/2005	3,061
ERM05614	On Taking Our Own Medicine Jack McCredie Articles, Papers, and Reports	EDUCAUSE Review	01/01/2005	2,231
ESI07C	IT Help Desk Management ECAR Surveys	ECAR	01/16/2007	3,208
CSD4704	Higher Education TechQual Tools	Community Recommendation	01/01/2006	1,471
EQM0230	The Freedom of "Yes" - A personal View of Service Mark Cain Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2002	4,498
EQM0327	The ERP Dilemma: "Plain Vanilla" Versus Customer Satisfaction Jeffrey W. Noyes Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2003	5,789
ERM0168	Improving Service Quality with Benchmarks Ray Grant Articles, Papers, and Reports	EDUCAUSE Review	01/01/2001	4,841
PUB3016	The Crisis in Information Technology Support: Has Our Current Model Reached Its Limit? Polley A. McClure, John W. Smith, and Toby D. Sitko Articles, Papers, and Reports	EDUCAUSE Publications	01/01/1997	8,489
EQM0539	The Enterprise Compass Ken McCardle Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2005	3,516
ERM0139	IT Service and Users' Expectations: A Balancing Act John Bucher Articles, Papers, and Reports	EDUCAUSE Review	01/01/2001	4,299
CSD3524	Shifting Paradigm in Higher Ed IT Orgs: Partners in the Academic Enterprise Sarah Roberts Articles, Papers, and Reports	Community Recommendation	01/01/2004	3,922
CSD5684	HELPING the Help Desk Ann McClure Articles, Papers, and Reports	Community Contributions	07/20/2009	76
ERB0917	Beyond the Help Desk: Creating a Culture of Service in the IT Organization Anne Scrivener Agee and Robert Renaud Articles, Papers, and Reports	ECAR	08/25/2009	1,491

Presentations (45)

Stepping away from the distractions of normal routine to meet with peers, share experiences, and learn together can be invaluable. EDUCAUSE places great emphasis on the face-to-face meeting experience, offering you numerous opportunities throughout the year to gather with colleagues - from small regional events and special topic meetings to large, national conferences covering the full spectrum of roles and issues important to higher education. For more information on EDUCAUSE conferences and seminars, please see our Frequently Asked Questions page. Listed below is the full range of presentations EDUCAUSE and its members tagged with Customer Service

Keywords

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Item ID	Title	Resource Category	Pub Date	Views	Ranking
E09_176140	Ignorance Isn't Bliss: How to Find Out What Your Clients Really Need David L. Smallen, Vanessa J. Baca, Jeffrey L. Overholtzer, Joshua Wilson, Carlyn Foshee Chatfield, LeCarla A. Gilmere Presentations and Seminars	EDUCAUSE Annual	11/06/2009	428
SWRC09_48280	Making Progress: Measurement, Collaboration, and Communication Rebecca L. King Presentations/Speeches	Southwest Regional	02/25/2009	417
E08_47474	Professional and Organizational Development: Making IT Organizations More Effective Christine E. Haile and Justin Sipher Presentations/Speeches	EDUCAUSE Annual	10/28/2008	924
MARC09_48017	Walking the Line Between Customer Service and Customer Codependency Susan West Klein Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	444
MARC09_48038	IT Service Portfolio: Building a Bridge from Both Ends Matthew Blazevich and Clay Fulton Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	438
SWRC09_48301	Balancing Old and New Services Lance Grigsby and Sandra M. Bennett Presentations/Speeches	Southwest Regional	02/26/2009	569
SWRC09_48318	Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project Karl Pienkoss and Kim Grover-Haskin Presentations/Speeches	Southwest Regional	02/25/2009	653
NC09_48354	Process Review: Helping Others Help Themselves Kevin P. Lynch Presentations/Speeches	NERCOMP	03/11/2009	297
MWRC09_48500	The Power of Two: Providing Exceptional Information Technology Services Through Shared Responsibility Brandon Bernier and Brian Paige Presentations/Speeches	Midwest Regional	03/24/2009	348
SERC09_173003	Ribbons in the Sky: A Customer-Focused Approach to Implementing Change Presentations and Seminars	Southeast Regional	06/01/2009	98
SER07050	Establishing a Project Management Office Randall Alberts Presentations/Speeches	Southeast Regional	06/11/2007	5,762
MAC08065	Marketing on a Shoestring: A Case Study Elizabeth A. Evans Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	219
SWR08040	Connecting with Students: New Tactics to Improve Communication Liz Brigman and Carlyn Foshee Chatfield Presentations/Speeches	Southwest Regional	02/20/2008	678
EDU07249	Relationship Management: Stronger Partnerships to Inform IT Planning Steven Winig, Nan McKenna, and Michael Ferdinando Presentations/Speeches	EDUCAUSE Annual	10/23/2007	941
EDU07084	No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals Ellen C. Ramsey Presentations/Speeches	EDUCAUSE Annual	10/23/2007	680
CSD5184	ResNet 2007 Program Proceedings Presentations/Speeches	Community Recommendation	10/10/2007	1,495
WRC07036	User-Centered Design in IT: The Low-Hanging Fruit Allison Bloodworth, Ian Crew Presentations/Speeches	Western Regional conferences	05/07/2007	1,707
SER07031	Managing Projects Means Managing Mayhem: A Short Course in Leading Successful Projects Randall Alberts and Eboni Walker Presentations/Speeches	Southeast Regional	06/11/2007	2,498
CMR0128	Are We Ready for 24 X 7 System Availability? Dennis Cromwell and Michael R. Egolf Presentations/Speeches	CUMREC (Archives)	01/01/2001	5,377
EDU06265	Using Sound Bites to Support IT Leslie P. Hitch Presentations/Speeches	EDUCAUSE Annual	10/11/2006	1,642
ENT06022	IT Providers and Customers: Where You Stand Depends on Where You Sit David J. Ernst Presentations/Speeches	Enterprise Technology	05/25/2006	2,045
ENT06024	An Architecture for Evolving IT Customer Service Garland C. Elmore and Sue B. Workman Presentations/Speeches	Enterprise Technology	05/25/2006	1,933
MAC07059	Supporting Academic Needs: A Strategic Customer Care/Sustainable Support Model Paul Halpine Presentations/Speeches	Mid-Atlantic Regional	01/17/2007	1,957
MWR07063	Effective Tools to Manage a Diverse IT Department Roberta Ambur, Jeff Chatham Presentations/Speeches	Midwest Regional	03/12/2007	2,563
WRC0614	Rise Above the Difficult Customer: Serving While Earning Respect Christopher Gill and Marilu Goodyear Presentations/Speeches	Western Regional conferences	04/25/2006	2,170

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Podcasts (2)

Name	Views	Post date
E2005 Podcast: Listening to the Client: Connecting IT and the Academy   Play | Show Notes | Download (24.4 MB audio/mpeg)	3,286	03/13/2006
E2005 Podcast: Transformation of Help Desk Services at Rutgers University   Play | Show Notes | Download (19.8 MB audio/mpeg)	3,237	02/22/2006

Blogs (3)

EDUCAUSE hosts a number of blogs for its members. To view a list of all our blogs, click here.

Title	Blogger	Posted	Views
An Open Proposal for Innovation, Part Two: Projector Math	Joe Schuch, Thorburn Associates Inc.	10/28/2009	16
EDUCAUSE 2008 Midwest Regional Conference Think Stops	Lida L. Larsen, EDUCAUSE	05/05/2008	174
EDUCAUSE Enterprise 2006. Summary: IT Providers and Customers: Where You Stand Depends on Where You Sit	Lida L. Larsen, EDUCAUSE	06/05/2006	3,690