Information Provision vs. Direct Services in User Support

Like others in the field, technology service providers in the Indiana University (IU) School of Education face many demands despite limited resources. In Education Technology Services (ETS), we recognize that our efforts fall into two distinct service approaches: a personal, service-based approach and a broad, information-provision approach. These categories are not necessarily mutually exclusive, and in fact should be used together. Technology service providers tend to dogmatically adopt a single approach; however, embracing a one-path mentality leads service providers not only to overlook the shortcomings of the preferred method, but also to dismiss the benefits of another proposed method. Our solution is a unified, client-centered approach. Keywords Help desk, help desk policy, mission, service, personal service, information, support center.

• Type: Conference
• Year: 2000
• Where: SIGUCCS
• Authors: Carol Rhodes, William Goveia, Brian Sierkowski
• Keywords: Information Management, Mentality Leads Service, SIGUCCS 2000, Technology Service, Technology Service Providers