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EDUCAUSE Library Items for Customer Service
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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes
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April 27, 2012
This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
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A Systems Approach: Expanding Access and Achieving Student Success through Support Services at Rio Salado College
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March 12, 2012
This report covers how Rio Salado College (RSC) in Tempe, Arizona provides a full slate of support services to its online learners. The report was designed to capture the essence of a rela…
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Leveraging Service Blueprinting to Rethink Higher Education
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October 31, 2011
In this paper, by authors Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard, the Center For American Progress takes the position that higher education is a service, or a service system, and…
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ERIAL Project
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August 22, 2011
The Ethnographic Research in Illinois Academic Libraries (ERIAL) Project is a two-year study of the student research process. The project is funded by an LSTA grant awarded to Northeastern Ill…
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Value of Academic Libraries: A Comprehensive Research Review and Report
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September 13, 2010
The ACRL publication Value of Academic Libraries: A Comprehensive Research Review and Report is a review of the quantitative and qualitative literature, methodologies and best practices curre…
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HELPING the Help Desk
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July 20, 2009
Outsourcing and technology are elevating customer service on IT’s front line. Outsourcing and technology are elevating customer service on ITâ…
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ResNet 2007 Program Proceedings
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October 10, 2007
This site provides video and slides from the 2007 ResNet conference, held at UC, San Diego, June 23-27, 2007. This site provides video and slide…
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Higher Education TechQual
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January 1, 2006
The Higher Education TechQual+ instrument is being developed by a group of higher education institutions to gather systematic feedback from its community of end users so as to provide objective dat…
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Shifting Paradigm in Higher Ed IT Orgs: Partners in the Academic Enterprise
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January 1, 2004
The author asks whether the role of service provider to customers is an increasingly inaccurate model for much of the business that goes on in a central IT group. …
