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EDUCAUSE Library Items for Customer Service

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ECAR Research Tour: The Year in Review: March 19, 2013 | A session at the Midwest Regional Conference
Where does higher education stand in terms of analytics maturity, and what actions are needed to take it to the next level? How does your institution fare in providing students with the technologie…
The Rise of Big Data in Higher Education*: March 22, 2012

“Big data” is the fine-grained information about customer experiences, organizational processes, and emergent trends generated as customers conduct normal business. The organization of t…
Relationships Matter: Cultivating and Redefining Customer Service Outreach through Social Media and Web 2.0 Tools: March 28, 2012 | A session at the EDUCAUSE Midwest Regional Conference 2012
Do you have strong professional relationships with your clients? Does your organization provide technology or instructional support that meets your organization's needs? At Loyola University C…
Setting the Stage for Innovation: A Discussion of Insights from the MISO Survey: February 15, 2012 | A session at the EDUCAUSE Learning Initiative 2012 Annual Meeting
At a time when resources remain scarce, IT organizations and libraries must draw extensively upon evidence and analysis to guide us as we seek to support innovation in teaching, learning, and schol…
Seminar 02F - Service Layers, Not Centralized or Decentralized: How to Make It Work PLEASE NOTE: Separate registration and fee is required to attend this seminar.: October 18, 2011 | A session at the EDUCAUSE 2011 Annual Conference
Universities that employ both centralized and decentralized staff often report unacceptable and frustrating levels of conflict between these groups. This session will present a conceptual framework…
Doing More with Less: Student Worker Support: March 29, 2011 | A session at the NERCOMP Annual Conference 2011
In the current campus setting we are constantly being tasked to do more with less. One of the biggest issues is the lack of full-time staff and what to do when there simply aren't enough resou…
The IMS Way: Leveraging Student Labor Effectively: March 29, 2011 | A session at the NERCOMP Annual Conference 2011
Wesleyan's Instructional Media Services has evolved into an organization primarily managed by students without diminishing the level of professional services. Students supply high-quality serv…
Breaking Down Barriers and Building Bridges to Improve Customer Satisfaction and Efficiency: March 15, 2011 | A session at the EDUCAUSE Midwest Regional Conference 2011
Northwestern University is committed to continual process improvement across the IT organization. The central Technology Support organization is spearheading an effort to unify service and support …
Spotlight on Cloud Computing: Impact!: September 17, 2010

The "Cloud" suggests a soft landing, but our organizations can be hit hard by change. Early experiences are suggesting we need to examine and understand our own cultures when we select …
Making Organizational Change a Reality: Lessons from a Customer Service Initiative: October 14, 2010 | A session at the EDUCAUSE 2010 Annual Conference
Developing effective service-oriented organizations, staffed by "change hardy" individuals, is a key challenge for IT leaders. We will explain a practical model that can be used to increa…

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