[26303] in resnet
Charging methods for student technology support
daemon@ATHENA.MIT.EDU (Kruse, Robert)
Wed May 4 17:44:46 2011
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Date: Wed, 4 May 2011 21:44:21 +0000
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From: "Kruse, Robert" <RKRUSE@emory.edu>
To: RESNET-L@listserv.nd.edu
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Since Emory University began offering student computer/technology support, =
we have not charged students for using it. Although recently we have begun =
talks about instituting a charging model for the services we currently prov=
ide (OS troubleshooting, malware removal, reformatting/reinstalling an OS, =
etc.). I've visited a number of university websites recently for informatio=
n on their support and charging practices and found many similarities and d=
ifferences among the schools.
I was hoping that I could get some feedback from those who have made the tr=
ansition (or thought about it) from a "free" service to a paid service.
How/why did you make the decision for the change?
What factors were taken into consideration when deciding upon a pricing mod=
el for different services?
How was the transition implemented?
Any horror or success stories or lessons learned?
Where is the line drawn between charging and not charging for quicker/easie=
r/routine fixes?
How was demand affected by requiring students to begin paying for what used=
to be free?
What payment options are accepted (are there reasons why certain types of p=
ayments aren't accepted)?
Any other thoughts or advise on how to tackle a change such as this?
Thanks.
-Robert Kruse
Emory University
UTS =96 Student Technology Support
404-727-5093
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<body style=3D"word-wrap:break-word; color:rgb(0,0,0); font-size:14px; font=
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<div>Since Emory University began offering student computer/technology supp=
ort, we have not charged students for using it. Although recently we have b=
egun talks about instituting a charging model for the services we currently=
provide (OS troubleshooting, malware
removal, reformatting/reinstalling an OS, etc.). I've visited a number of =
university websites recently for information on their support and charging =
practices and found many similarities and differences among the schools.&nb=
sp;</div>
<div><br>
</div>
<div>I was hoping that I could get some feedback from those who have made t=
he transition (or thought about it) from a "free" service to a pa=
id service. </div>
<div>How/why did you make the decision for the change? </div>
<div>What factors were taken into consideration when deciding upon a pricin=
g model for different services? </div>
<div>How was the transition implemented? </div>
<div>Any horror or success stories or lessons learned? </div>
<div>Where is the line drawn between charging and not charging for quicker/=
easier/routine fixes? </div>
<div>How was demand affected by requiring students to begin paying for what=
used to be free? </div>
<div>What payment options are accepted (are there reasons why certain types=
of payments aren't accepted)?</div>
<div>Any other thoughts or advise on how to tackle a change such as this?</=
div>
<div><br>
</div>
<div>Thanks.</div>
<div><br>
</div>
<div><br>
</div>
<div>-Robert Kruse</div>
<div>Emory University</div>
<div>UTS =96 Student Technology Support</div>
<div>404-727-5093</div>
<div><br>
</div>
<br>
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or copying of this message (including any attachments) is strictly<br>
prohibited.<br>
<br>
If you have received this message in error, please contact<br>
the sender by reply e-mail message and destroy all copies of the<br>
original message (including attachments).<br>
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