This struck a painfully responsive chord with me . . . I thought others
might've had the same experience.
Writing Program, University of Michigan-Dearborn
4901 Evergreen Rd, Dearborn, MI 48128
[log in to unmask]
---------- Forwarded message ----------
Date: Mon, 12 May 97 16:33:03 EDT
From: Steve Gilbert <[log in to unmask]>
To: American Association for Higher Education <[log in to unmask]>
Subject: AAHESGIT125: Symptoms of Support Svc. Crisis
(5/12/97 AAHESGIT #125. Approx. 30 lines from me.
Here's a quick, surprising response to a question I've been
asking frequently during my presentations -- "Have you
experienced any 'symptoms' at your own institution of the
'Support Service Crisis'?").
I am often invited to try to describe recent trends and
changing conditions with respect to educational uses of
information technology. I usually mention the "Support
Service Crisis," and how my earlier predictions of it were
timid underestimations of what is happening now on many
campuses. I usually describe some of the following:
- the rapidly widening gap between available resources and
the expectations of faculty and students;
- the likelihood that technology support service personnel
are over-worked and over-stressed -- especially if the
institution has been successful in finding funds for a
significant investment in establishing or upgrading a campus-
- the typical frustrations of faculty members who find they
cannot get the kind of help they need to move ahead with
- how and why faculty and students need MORE help from
librarians and faculty development professionals.
Finally, I note that most institutions have been unable to
increase the availability of support staff or support
services commensurate with the rapid growth in local
availability of hardware and Internet access.
If I hear moans and laughter from the audience (signifying
that I've described painfully familiar experiences), I ask
for examples of additional symptoms of the Support Service
Crisis that they have noticed at their own institutions.
Last Friday during my plenary presentation at West Chester
University, someone identified a "symptom" that ended the
"The help desk now has an unlisted number."
Information below last updated: 4/27/97
TLTR Summer Institute -- July 11-16, 1997 Phoenix, Arizona
Steven W. Gilbert, Director, Technology Projects
American Association for Higher Education
202/293-6440 X 54 FAX: 202/293-0073
[log in to unmask]
http://www.aahe.org [includes TLTR Web Site]
SCHEDULE FOR 1997 TLTR WORKSHOPS AVAILABLE FROM
AMANDA ANTICO 202 293 6440 EXT 38 [log in to unmask]
Order TLTR Workbook at Special AAHESGIT Reader Rate:
Call 202/293-6440 x 11 and give code "SGIT 4/97"
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
NOTE: Anyone can subscribe to the AAHESGIT Listserver by
sending the EMail message (with subject line left blank):
SUBSCRIBE AAHESGIT yourfirstname yourlastname
to [log in to unmask]
If you would like to post a message to the AAHESGIT Listserv,
send it to [log in to unmask]
With over 6,000 subscribers, not all messages sent to
AAHESGIT can be posted. Those that are selected for posting
are reviewed and may be edited for clarity. Authors are
often asked to expand or clarify their messages before
distribution to the List. Facts, including URLs, are not
checked or confirmed by me. Opinions expressed in AAHESGIT's
postings do not necessarily reflect those of anyone
officially affiliated with AAHE.
I intend that each posting be protected by copyright as a
compilation. As the copyright holder for the posting, I give
permission ONLY for duplication and transmission of each compilation
complete and intact including this paragraph. Duplication and/or
transmission of any portion should be guided by "fair use"
principles, and explicit permission should be obtained when needed.
Permission to duplicate or transmit any portion written by a
contributor must be obtained from that person.
- Copyright 1997 Steven W. Gilbert