THE CHANGING FACE OF SERVICE – A PERSPECTIVE FROM PUBLIC HIGHER EDUCATION

Abstract

They call in from near and far, they drop by, e-mails fill your box, and, as the term approaches an end, there is a flurry of paper that flies from the fax machines. The activity that surrounds this student population is all part of the “customer service” that constitutes meeting the academic support needs of the distance learning student. Designing a program that provides the most appropriate and expeditious method of delivering information to these students is a challenge that libraries have had to face as e-learning has gained popularity on our campuses. Since its entrance into distance learning in the late 1970s, Eastern Oregon University has been recognized nationally as a leader in the field. As demand for expanded curriculum grows, so does enrollment, Eastern’s Division of Distant Education (DDE) program is experiencing the same growth trends reflected nationally, demonstrating an average 61.3% increase over the past 5 years (EOU, 2002).

Citation

Cutright, P.J. (2004), "THE CHANGING FACE OF SERVICE – A PERSPECTIVE FROM PUBLIC HIGHER EDUCATION", Advances in Library Administration and Organization (Advances in Library Administration and Organization, Vol. 21), Emerald Group Publishing Limited, Leeds, pp. 203-207. https://doi.org/10.1016/S0732-0671(04)21012-4