ERIC Number: ED403837
Record Type: RIE
Publication Date: 1997
The Crisis in Information Technology Support: Has Our Current Model Reached Its Limit? CAUSE Professional Paper Series, No. 16.
McClure, Polley A.; And Others
This essay addresses the fundamental changes in higher education that make existing models of information technology support inappropriate and insufficient, and it suggests how new models might evolve. The paper discusses three primary issues that define the current crisis: overwhelming demands on the central information technology organization; deteriorating quality of support; and scapegoating of central information technology organizations. It then presents a new, holistic support model with four core characteristics: a "whole-product" focus; a strategic economic model; a focus on customer needs; and a reliable baseline information infrastructure. The paper then suggests various measures for addressing the crisis, such as educating campus constituencies, engaging users in decision making, basing development of an information economy upon a model of federalism, creating effective distributed support models, and mentoring and recruiting new staff. The paper concludes with a brief look at the past and a look to the future. Two tables and a figure summarize some of the ideas presented. (CH)
Descriptors: Change Strategies, Higher Education, Information Management, Information Networks, Information Services, Information Systems, Information Technology, Information Transfer, Models, Science and Society, Technological Advancement, Technological Literacy, Users (Information)
CAUSE, 4840 Pearl East Circle, Suite 302E, Boulder, CO 80301 ($16 members; $32 non-members).
Publication Type: Collected Works - Serials; Opinion Papers
Education Level: N/A
Authoring Institution: CAUSE, Boulder, CO.