CAUSE96 Track 3
Customer-Centered Services
Customer focus is a key phrase throughout business and industry, and is increasingly among the highest priorities of colleges and universities. But high-quality customer care may be in competition for limited IT resources with the demands of high-volume customer needs. Many information resources organizations face the challenge of maintaining and even radically improving customer service, during times of double- digit growth in customer need, with flat or declining resources.
Wednesday, 10:00 am
Applying Help Desk Processes and Technology to a Combined Library and Computing Services User Support Operation
Wilson M. Stahl
Rhonda Mancuso
Wednesday, 11:15 am
Customer Service at PCC . . . Then and Now
Gary Eaton
Ray W. Grant
Wednesday, 2:00 pm
Building a Successful Training Partnership: A Case Study of a Three-Year Partnership Between the U-M ITD Education Services and the University Hospital Food and Nutrition Services
Elaine Cousins
Carolyn J. Newman
Larry Hackenberg
Wednesday, 3:15 pm
Survive the IT Planning Crush
Ronald G. Craig
Thursday, 10:00 am
Cybermanagement in a University Setting
Anna Hines
David Fontenot
Lynn Howell
Thursday, 11:15 am
UMCP's Experience in Putting Student Services on the Web
David S. Alderson
Mary Ann Granger
Thursday, 2:00 pm
Designing and Enacting Change: Penn Restructures Computing Services
Linda May
Noam H. Arzt
Lynn Oppenheim
Mario Moussa
Thursday, 3:15 pm
The WWW: Blasting Away Roadblocks to Data Access (Abstract Only)
John F. Walsh
Donald L. Grinstead