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ECAR publications range from short, timely research bulletins to major research reports. See descriptions of ECAR research publications. >

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An Architecture for Evolving IT Customer Service
July 5, 2005

As a sequel to the ECAR research bulletin "Customer-Centered IT Support: Foundations, Principles, and Systems" by the same authors, this bulletin describes the philosophy behind Indiana…

Customer-Centered IT Support: Foundations, Principles, and Systems
November 9, 2004

To meet the IT support demands of more than 98,000 students and 15,000 faculty and staff across eight campuses, Indiana University developed a fully integrated Online Support Environment (OSE) th…

eArmyU: Early Lessons from a Grand Experiment in Online Learning
October 15, 2002

eArmyU, which has brought over 30,000 students online in 20 months, provides a unique opportunity for insight into e-learning. eArmyU provides participating soldier-students with anytime, anywher…

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