A Community Strategy for Customer Service: Creating Distributed Student Support in the Residential Environment


Over the past several years, residential colleges and universities have rushed to wire their dormitories for Internet access, often with little regard for the support needs of such technology. As student computer ownership continues to grow, and student use of information technology skyrockets, institutions of higher education are on the brink of a support crises. Old fashioned "help desk" support notions must give way to more distributed, community centered models to keep up with the demand. This paper describes Stanford University's Residential Computing program, and draws comparisons with the development of a similarly successful model at Wellesley College.

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