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Implementing service standards to manage client expectations
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Source User Services Conference archive
Proceedings of the 27th annual ACM SIGUCCS conference on User services: Mile high expectations table of contents
Denver, Colorado, United States
Pages: 67 - 70  
Year of Publication: 1999
ISBN:1-58113-144-5
Author
Timothy J. Foley  Lehigh University, Information Resources, 8 B E. Packer Avenue
Sponsor
SIGUCCS: ACM Special Interest Group on University and College Computing Services
Publisher
ACM  New York, NY, USA
Bibliometrics
Downloads (6 Weeks): 3,   Downloads (12 Months): 16,   Citation Count: 0
Additional Information:

references   index terms   collaborative colleagues  

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REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

 
1
Clinton, W. J., "Setting Customer Service Standards", EO12862, September 11, 1993, http:{/www.npr.govlfibrarv{direct/orders/2222.html
 
2
Keele University Library, Service Standards, http://www.keele.ac.uk/depts/li/policy/ss.htm
 
3
Koch, C., "Putting IT in Writing", CIO Magazine, November 15, 1998, http://www.cio.com/archive/111598 sla.htm
 
4
Lehigh University, "Information Resources Strategic Plan", April 1998, http ://www.lehigh.edu/Ninluir/irdocs/strat98.htm
 
5
Lehigh University, "Information Resources Service Standards" November 1997, http ://www.lehigh.edu/ir/service.html

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.3 COMPUTERS AND EDUCATION

Additional Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Training, help, and documentation

  J. Computer Applications
  J.1 ADMINISTRATIVE DATA PROCESSING
      Subjects: Education


General Terms:
Design, Human Factors, Management, Performance


Keywords:
client expectations, merged organizations, service standards, support crisis

Collaborative Colleagues:
Timothy J. Foley: colleagues

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