Your telephone rings, you answer, and it is a customer with a question. You provide the answer, check to see that it has been understood, wait to see if it fixes the problem and, when it does, thank the customer for calling and move on to your next task. Some would feel that this scenario defines excellence in computer support for our customers. And yet,… (More)
At SIGUCCS 2007, one of the themes promoted by James Hilton of the University of Virginia was that in the world of IT at colleges and universities, we are likely to see more change happening more quickly than ever before, and that we need to learn ways to make the change happen as quickly and as painlessly as possible. A variety of circumstances led UVa to… (More)
Instances of misuse and misbehavior in our electronic communities are on the rise. The panel will address some of the current policy issues facing our campuses and talk about how our varying organizational structures deal with these instances.
Staff turnover is a huge problem for any organization. Not only is there the loss of the skills of the person, but concern among the person's peers and subordinates about who will be hired can cause productivity to diminish. If the right match in skills and collegiality is not found, productivity may not recover and staff morale can diminish, leading to… (More)
Standar& of conduct within the community of an academic institution and the consequences for violations of those standarh are usually well-dejned for all segments of the institution kpopulation. As the definition of communi~ within our colleges and universiti~ has epanded to include not only electronic communications amongpeople who have direct affiliation… (More)
The University of Virginia's Department of Information Technology (ITC) has taken a pro-active approach to preventing staff burnout that helps staff members to develop new skills, provides opportunities for staff to try new career paths and allows ITC to spread support for existing projects among more people. The " Staff Internship " program provides a… (More)