Value-added consultation

With the rise of disintermediated information access, information centers cannot automatically expect that users will consult the information center when searching or manipulating information. Thus, consultation services must be based on a sound understanding of the extra value that users gain through the consultation experience.

Authority through leadership

With user empowerment, the technology leadership can not mandate standards. Any plans to establish technology standards must flow from the user perception that by adhering to the campus standards, they will gain valuable technical support form the IT center. To be convincing, this challenges the technology center to make certain that its support services remain distinctly superior to those that users can obtain from other sources.

Limited scope of control

If information centers cannot control campus-wide information, then they must define reasonable boundaries of responsibility. Libraries have implicitly understood this restriction since no library would reasonably assume responsibility for all of the books and journals delivered to the College. Instead, they focus on those within the library collection, leaving individuals free to purchase and organize personal collections without library involvement.

In computing, comparable boundaries have not yet been established. Individual users expect technical support for personal and departmental equipment. Likewise, adminstration often expects the IT center to set campus technology standards even though it has no realistic means to enforce them.

For example, the information managers at Skidmore adopted a policy on ink jet printers that -- while it does not forbid offices and departments from purchasing these personal printers -- clearly states that the IT centers will not service these printers nor will it provide technical assistance with them. Meanwhile external market forces have lead to a dramatic drop in the purchase price such that nearly everyone can afford through normal office budgets. As a result, the calls requesting help with ink jet printers grow despite the public non-support policy.