The Paradox of 24/7/365 Access in Higher Education:
The rapid explosion of technology has brought a fundamental seed change in the requirements to effectively support the higher education institution as a whole. A "perfect storm" has occurred where exploding end-user support volume has collided with increasing expectations for real-time service—yet internal resources remain constant or are shrinking.
To support this demand, transformative colleges and universities must recognize that service is mission critical to achieving the core mission of the institution. Leaders must be willing to ask the difficult questions of how to structure, staff, and manage the service and support function. By taking the first steps to address the 24/7 paradox, these colleges and universities will have an advantage over their peers who have not yet started addressing the challenges of meeting end user demand in the age of “Google time.”...
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