[26305] in resnet
Re: Charging methods for student technology support
daemon@ATHENA.MIT.EDU (Ben Fielden)
Thu May 5 09:55:32 2011
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Message-ID: <BANLkTinZM_Yk95Lr5bT7Sra3DsBS8Ymyzg@mail.gmail.com>
Date: Thu, 5 May 2011 09:55:09 -0400
Reply-To: fieldenb@GWU.EDU
From: Ben Fielden <fieldenb@GWU.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <00c101cc0b24$98d9f1d0$ca8dd570$@edu>
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We currently charge as follows:
First-time virus cleaning -- $0
Any other virus cleaning -- $100 flat fee
Necessary Reformat (OS issue, compromised, etc) -- $0
Un-necessary reformat (OS upgrade, OS switch, etc) -- $100
How/why did you make the decision for the change?
It was primarily instituted for two reasons 1) as a deterrent to users who
kept getting infected over and over and then asking us to clean their
machines each time. and 2) because GW has a lot of summer
interns/non-student residents who don't pay any tuition and so our support
costs arent balanced.
What factors were taken into consideration when deciding upon a pricing
model for different services?
We wanted to keep it as simple as possible, so we end up with either $35/hr
or $100 flat.
How was the transition implemented?
We just added it to our computer work form and (since we were already doing
charges for completely unrelated things) used our existing charging
infrastructure.
Any horror or success stories or lessons learned?
9 times out of 10 the students just say "okay, that's fine" when we tell
them the cost. The other time the student loses it on my front-desk staff
about how much they pay in tuition and they can't believe this isn't
included. On multiple occasions we have had the student then go to Geek
Squad and sheepishly return to us for the work.
Where is the line drawn between charging and not charging for
quicker/easier/routine fixes?
In all honesty, we charge VERY rarely. Rarely enough that I am contemplatin=
g
scrapping the whole system this summer so that students dont even see a "yo=
u
might be charged" line and instead we can advertise as 100% free service to
GW community members. Non-GW residents would have to still be charged unles=
s
I can get it built into their housing fee.
How was demand affected by requiring students to begin paying for what used
to be free?
By offering rebuilds at no cost we were able to push students away from
lengthy, and often unsuccessful, 'cleaning' processes. This dramatically cu=
t
down the time we spent on machines suspected of having viruses and in turn
made students happier because they get their machines back fater.
What payment options are accepted (are there reasons why certain types of
payments aren't accepted)?
We used to accept everything. Then we dropped cash and check because of a
University policy change. Then we dropped MC/Visa because we were charging
infrequently enough that we didnt even cover our bank fees.
--
Ben Fielden
Manager of Technical Support
Student Technology Services
Division of Information Technology
http://it.gwu.edu/sts
202-994-2597
Division of Information Technology staff members will NEVER ask for your
password!
On Thu, May 5, 2011 at 9:01 AM, Adeel Siddiqui <asiddiqui@usao.edu> wrote:
>
> *How/why did you make the decision for the change?*
>
> -- The two biggest factors that led to the decision on our campus were
> limited manpower and time constraints on our end. What started out a few
> years ago as a trickle of students coming in to our office for tech-suppo=
rt
> issues, turned in to a constant barrage over time. That caused us to
> re-evaluate our policy for providing tech-support to students (as well as
> non-students). The idea was that by charging for tech-support we would at
> least be covering our overhead cost/time.
>
>
>
> *What factors were taken into consideration when deciding upon a pricing
> model for different services?*
>
> -- We reviewed and compared tech-support fees/charges of several regional
> businesses and other college websites. Our final pricing model was based =
off
> the most common tech-support issues that we saw come into our office, as
> well as a *considerably lowered* pricing scheme than what was being
> charged by commercial (i.e. non-educational) businesses for tech-support.
> The idea was that the pricing scheme would not deter students from
> considering us over off-campus tech-support as a viable choice.
>
>
>
> *How was the transition implemented?*
>
> -- Without any fanfare. We started charging students for tech-support at
> the beginning of the Fall semester last year, and informed them as they c=
ame
> in of our new policy. We also added a webpage that listed our tech-suppor=
t
> charges on our website (
> http://www.usao.edu/home/infoservices/tech-support-charges) along with al=
l
> the necessary legalese, and made an invoice sheet that students fill out
> when they come in to our office for personal tech-support.
>
>
>
> *Any horror or success stories or lessons learned?*
>
> -- So far so good. A nice overall side-effect was that a lot of our *usua=
l
> suspects* started being more responsible/careful with their computer
> usage, knowing that they couldn=92t have their computer fixed for free by=
us
> if something broke. Before we started charging for tech-support, we had
> several repeat cases, where the same student(s) would bring in the same
> computer for the same issues (e.g. virus/malware infection, hardware
> malfunction, etc) *several* times over the semester, *knowing* that it
> would be fixed for free (and hence not being responsible with their compu=
ter
> usage after the first/second/third time their computer was fixed by us). =
We
> haven=92t had *any* repeat cases since. J
>
>
>
> *Where is the line drawn between charging and not charging for
> quicker/easier/routine fixes?*
>
> -- It=92s a judgment call on our part, but it=92s really not set in stone=
.
> Basically, if it takes no more than 5-10 minutes at the most to fix an
> issue, then there is no charge (not even the minimum diagnostic fee of $2=
0).
>
>
>
>
> *How was demand affected by requiring students to begin paying for what
> used to be free? *
>
> -- Enough to where it=92s no longer a barrage. Even now it=92s still more=
than
> just a trickle, but that is very manageable (so far). Word of the new pol=
icy
> spread quickly amongst the students once it was implemented last year, an=
d
> the student body treats it *matter-of-factly* by now that we charge for
> tech-support. Plus, the convenience of the on-campus location of our offi=
ce
> is desirable to most students who don=92t care to have to go off-campus f=
or
> tech-support.
>
>
>
> *What payment options are accepted (are there reasons why certain types o=
f
> payments aren't accepted)?*
>
> -- Before picking up their fixed computer, students are required to pay
> the invoiced fee at the Business Office first. All payment types are
> accepted by our Business Office, but students can=92t add the charges to =
their
> account; payment has to be immediately made.
>
>
>
> *Any other thoughts or advice on how to tackle a change such as this?*
>
> -- Perhaps you might look into implementing an online ticketing system
> where students can check on repair status, make payments, schedule an
> appointment with tech-support staff, etc? Logistically, we haven=92t had =
the
> need for this (yet) on our campus; but depending on your student body siz=
e
> and campus workflow, this might be something worth considering.
>
>
>
>
>
> regards,
> *Adeel Siddiqui**
> *
> *Network Administrator <http://www.usao.edu/home/staff/adeel-siddiqui>
> *Information, Research and Network Services
> *University of Science and Arts of Oklahoma <http://www.usao.edu/>*
> Chickasha, OK 73018
> (405) 574-1319
> *asiddiqui@usao.edu*
>
>
> ------------------------------
>
> This e-mail (including any attachments) is for the sole use of the intend=
ed
> recipient(s) and may contain information that is confidential and/or
> protected by legal privilege. Any unauthorized review, use, copy, disclos=
ure
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>
>
> *From:* Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] *On Behalf Of *Kru=
se,
> Robert
> *Sent:* Wednesday, May 04, 2011 4:44 PM
> *To:* RESNET-L@LISTSERV.ND.EDU
> *Subject:* Charging methods for student technology support
>
>
>
> Since Emory University began offering student computer/technology support=
,
> we have not charged students for using it. Although recently we have begu=
n
> talks about instituting a charging model for the services we currently
> provide (OS troubleshooting, malware removal, reformatting/reinstalling a=
n
> 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.
>
>
>
> I was hoping that I could get some feedback from those who have made the
> transition (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
> model 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/easier/routine fixes?
>
> How was demand affected by requiring students to begin paying for what us=
ed
> to be free?
>
> What payment options are accepted (are there reasons why certain types of
> payments 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
>
>
>
>
> ------------------------------
>
>
> This e-mail message (including any attachments) is for the sole use of
> the intended recipient(s) and may contain confidential and privileged
> information. If the reader of this message is not the intended
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> prohibited.
>
> If you have received this message in error, please contact
> the sender by reply e-mail message and destroy all copies of the
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<span class=3D"Apple-style-span" style=3D"border-collapse: collapse; font-f=
amily: Calibri, sans-serif; font-size: 14px; "><div>We currently charge as =
follows:</div><div>First-time virus cleaning -- $0</div><div>Any other viru=
s cleaning -- $100 flat fee</div>
<div>Necessary Reformat (OS issue, compromised, etc) -- $0</div><div>Un-nec=
essary reformat (OS upgrade, OS switch, etc) -- $100</div><div><br></div><d=
iv>How/why did you make the decision for the change?=A0</div><div>It was pr=
imarily instituted for two reasons 1) as a deterrent to users who kept gett=
ing infected over and over and then asking us to clean their machines each =
time. and 2) because GW has a lot of summer interns/non-student residents w=
ho don't pay any tuition and so our support costs arent balanced.</div>
<div><br></div><div>What factors were taken into consideration when decidin=
g upon a pricing model for different services?=A0</div><div>We wanted to ke=
ep it as simple as possible, so we end up with either $35/hr or $100 flat.<=
/div>
<div><br></div><div>How was the transition implemented?=A0</div><div>We jus=
t added it to our computer work form and (since we were already doing charg=
es for completely unrelated things) used our existing charging infrastructu=
re.</div>
<div><br></div><div>Any horror or success stories or lessons learned?=A0</d=
iv><div>9 times out of 10 the students just say "okay, that's fine=
" when we tell them the cost. The other time the student loses it on m=
y front-desk staff about how much they pay in tuition and they can't be=
lieve this isn't included. On multiple occasions we have had the studen=
t then go to Geek Squad and sheepishly return to us for the work.</div>
<div><br></div><div>Where is the line drawn between charging and not chargi=
ng for quicker/easier/routine fixes?=A0</div><div>In all honesty, we charge=
VERY rarely. Rarely enough that I am contemplating scrapping the whole sys=
tem this summer so that students dont even see a "you might be charged=
" line and instead we can advertise as 100% free service to GW communi=
ty members. Non-GW residents would have to still be charged unless I can ge=
t it built into their housing fee.</div>
<div><br></div><div>How was demand affected by requiring students to begin =
paying for what used to be free?=A0</div><div>By offering rebuilds at no co=
st we were able to push students away from lengthy, and often unsuccessful,=
'cleaning' processes. This dramatically cut down the time we spent=
on machines suspected of having viruses and in turn made students happier =
because they get their machines back fater.</div>
<div><br></div><div>What payment options are accepted (are there reasons wh=
y certain types of payments aren't accepted)?</div><div>We used to acce=
pt everything. Then we dropped cash and check because of a University polic=
y change. Then we dropped MC/Visa because we were charging infrequently eno=
ugh that we didnt even cover our bank fees.</div>
<div><br></div><div><br></div></span><div><br></div><div>--</div>Ben Fielde=
n<div><div>Manager of Technical Support</div><div>Student Technology Servic=
es</div><div>Division of Information Technology</div><div><a href=3D"http:/=
/it.gwu.edu/sts" target=3D"_blank">http://it.gwu.edu/sts</a></div>
</div><div>202-994-2597</div><div><br></div><div><span style=3D"font-family=
:arial, sans-serif;font-size:13px;border-collapse:collapse">Division of Inf=
ormation Technology staff members will=A0<font color=3D"#222222">NEVER ask =
for your=A0</font>password!</span></div>
<br>
<br><br><div class=3D"gmail_quote">On Thu, May 5, 2011 at 9:01 AM, Adeel Si=
ddiqui <span dir=3D"ltr"><<a href=3D"mailto:asiddiqui@usao.edu">asiddiqu=
i@usao.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quote" style=
=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple" style=3D"word-wrap:break=
-word"><div><p class=3D"MsoNormal"></p><div class=3D"im"><span style=3D"fon=
t-size:11.0pt;color:#1F497D"><br></span><i><span style=3D"font-size:10.5pt;=
color:black">How/why did you make the decision for the change?</span></i></=
div>
<span style=3D"font-size:10.5pt;color:black">=A0<br>-- </span><span style=
=3D"font-size:11.0pt;color:#1F497D">The two biggest factors that led to the=
decision on our campus were limited manpower and time constraints on our e=
nd. What started out a few years ago as a trickle of students coming in to =
our office for tech-support issues, turned in to a constant barrage over ti=
me. That caused us to re-evaluate our policy for providing tech-support to =
students (as well as </span><span style=3D"font-size:11.0pt">non-<span styl=
e=3D"color:#1F497D">students). The idea was that by charging for tech-suppo=
rt we would at least be covering our overhead cost/time. </span></span><spa=
n style=3D"font-size:10.5pt;color:black"></span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">What factors were taken into consideration whe=
n deciding upon a pricing model for different services?</span></i></div>
<span style=3D"font-size:10.5pt;color:black">=A0<br>-- </span><span style=
=3D"font-size:11.0pt;color:#1F497D">We reviewed and compared tech-support f=
ees/charges of several regional businesses and other college websites. Our =
final pricing model was based off the most common tech-support issues that =
we saw come into our office, as well as a <u>considerably lowered</u> prici=
ng scheme than what was being charged by commercial (i.e. non-educational) =
businesses for tech-support. The idea was that the pricing scheme would not=
deter students from considering us over off-campus tech-support as a viabl=
e choice.</span><span style=3D"font-size:10.5pt;color:black"></span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">How was the transition implemented?</span></i>=
</div><span style=3D"font-size:10.5pt;color:black">=A0<br>
-- </span><span style=3D"font-size:11.0pt;color:#1F497D">Without any fanfar=
e. We started charging students for tech-support at the beginning of the Fa=
ll semester last year, and informed them as they came in of our new policy.=
We also added a webpage that listed our tech-support charges on our websit=
e (<a href=3D"http://www.usao.edu/home/infoservices/tech-support-charges" t=
arget=3D"_blank">http://www.usao.edu/home/infoservices/tech-support-charges=
</a>) along with all the necessary legalese, and made an invoice sheet that=
students fill out when they come in to our office for personal tech-suppor=
t</span><span style=3D"font-size:10.5pt;color:black">. </span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">Any horror or success stories or lessons learn=
ed?</span></i></div>
<span style=3D"font-size:10.5pt;color:black">=A0<br>-- </span><span style=
=3D"font-size:11.0pt;color:#1F497D">So far so good. A nice overall side-eff=
ect was that a lot of our <i>usual suspects</i> started being more responsi=
ble/careful with their computer usage, knowing that they couldn=92t have th=
eir computer fixed for free by us if something broke. Before we started cha=
rging for tech-support, we had several repeat cases, where the same student=
(s) would bring in the same computer for the same issues (e.g. virus/malwar=
e infection, hardware malfunction, etc) <i>several</i> times over the semes=
ter, <i>knowing</i> that it would be fixed for free (and hence not being re=
sponsible with their computer usage after the first/second/third time their=
computer was fixed by us). =A0We haven=92t had <b><i>any</i></b> repeat ca=
ses since. </span><span style=3D"font-size:11.0pt;font-family:Wingdings;col=
or:#1F497D">J</span><span style=3D"font-size:11.0pt;color:#1F497D"> </span>=
<span style=3D"font-size:10.5pt;color:black"></span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">Where is the line drawn between charging and n=
ot charging for quicker/easier/routine fixes?</span></i></div>
<span style=3D"font-size:10.5pt;color:black">=A0<br>-- </span><span style=
=3D"font-size:11.0pt;color:#1F497D">It=92s a judgment call on our part, but=
it=92s really not set in stone. Basically, if it takes no more than 5-10 m=
inutes at the most to fix an issue, then there is no charge (not even the m=
inimum diagnostic fee of $20). </span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">How was demand affected by requiring students =
to begin paying for what used to be free?=A0</span></i></div>
<span style=3D"font-size:10.5pt;color:black"><br>-- </span><span style=3D"f=
ont-size:11.0pt;color:#1F497D">Enough to where it=92s no longer a barrage. =
Even now it=92s still more than just a trickle, but that is very manageable=
(so far). Word of the new policy spread quickly amongst the students once =
it was implemented last year, and the student body treats it <i>matter-of-f=
actly</i> by now that we charge for tech-support. Plus, the convenience of =
the on-campus location of our office is desirable to most students who don=
=92t care to have to go off-campus for tech-support.</span><span style=3D"f=
ont-size:10.5pt;color:black"></span><p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"></p><div class=3D"im"><i><span style=3D"f=
ont-size:10.5pt;color:black">What payment options are accepted (are there r=
easons why certain types of payments aren't accepted)?</span></i></div>
<span style=3D"font-size:10.5pt;color:black"><br>-- </span><span style=3D"f=
ont-size:11.0pt;color:#1F497D">Before picking up their fixed computer, stud=
ents are required to pay the invoiced fee at the Business Office first. All=
payment types are accepted by our Business Office, but students can=92t ad=
d the charges to their account; payment has to be immediately made.</span><=
p>
</p><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0=
</span></p><p class=3D"MsoNormal"><i><span style=3D"font-size:10.5pt;color:=
black">Any other thoughts or advice on how to tackle a change such as this?=
</span></i></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;color:#1F497D">-- Pe=
rhaps you might look into implementing an online ticketing system where stu=
dents can check on repair status, make payments, schedule an appointment wi=
th tech-support staff, etc? Logistically, we haven=92t had the need for thi=
s (yet) on our campus; but depending on your student body size and campus w=
orkflow, this might be something worth considering. =A0=A0=A0=A0=A0=A0=A0=
=A0=A0=A0=A0=A0=A0=A0=A0 </span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;color:#1F497D">=A0</=
span></p><p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;color:#1F49=
7D"><br></span><span style=3D"font-size:11.0pt;color:#1F497D">regards,</spa=
n><span style=3D"font-size:10.0pt;color:#1F497D"><br>
</span><i><span style=3D"color:black">Adeel Siddiqui</span></i><b><i><span =
style=3D"font-size:14.0pt;color:black"><br></span></i></b><span style=3D"fo=
nt-size:10.0pt;color:#1F497D"><br><i><a href=3D"http://www.usao.edu/home/st=
aff/adeel-siddiqui" target=3D"_blank"><span style=3D"color:blue">Network Ad=
ministrator</span></a><br>
</i>Information, Research and Network Services<br></span><b><span style=3D"=
font-size:11.0pt;color:#1F497D"><a href=3D"http://www.usao.edu/" target=3D"=
_blank"><span style=3D"color:blue">University=A0of Science and Arts of Okla=
homa</span></a></span></b><span style=3D"font-size:10.0pt;color:#1F497D"><b=
r>
Chickasha, OK 73018</span><span style=3D"font-size:11.0pt;color:#1F497D"> <=
br></span><span style=3D"font-size:10.0pt;color:#1F497D">(405) 574-1319<br>=
</span><u><span style=3D"font-size:10.0pt;color:black"><a href=3D"mailto:as=
iddiqui@usao.edu" target=3D"_blank"><span style=3D"color:blue">asiddiqui@us=
ao.edu</span></a></span></u><span style=3D"font-size:10.0pt;color:#1F497D">=
</span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">=A0</span></p><div cla=
ss=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><span style=
=3D"color:#1F497D"><hr size=3D"2" width=3D"100%" align=3D"center"></span></=
div><p class=3D"MsoNormal">
<span style=3D"font-size:7.5pt;color:gray">This e-mail (including any attac=
hments) is for the sole use of the intended recipient(s) and may contain in=
formation that is confidential and/or protected by legal privilege. Any una=
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trictly prohibited. If you are not the intended recipient, please notify th=
e appropriate party at USAO immediately and destroy all copies of this e-ma=
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<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;color:#1F497D"><br><=
br></span></p><div><div style=3D"border:none;border-top:solid #B5C4DF 1.0pt=
;padding:3.0pt 0in 0in 0in"><p class=3D"MsoNormal"><b><span style=3D"font-s=
ize:10.0pt">From:</span></b><span style=3D"font-size:10.0pt"> Resnet Forum =
[mailto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNE=
T-L@LISTSERV.ND.EDU</a>] <b>On Behalf Of </b>Kruse, Robert<br>
<b>Sent:</b> Wednesday, May 04, 2011 4:44 PM<br><b>To:</b> <a href=3D"mailt=
o:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a><=
br><b>Subject:</b> Charging methods for student technology support</span></=
p>
</div></div><div><div></div><div class=3D"h5"><p class=3D"MsoNormal">=A0</p=
><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">S=
ince Emory University began offering student computer/technology support, w=
e have not charged students for using it. Although recently we have begun t=
alks about instituting a charging model for the services we currently provi=
de (OS troubleshooting, malware removal, reformatting/reinstalling an OS, e=
tc.). I've visited a number of university websites recently for informa=
tion on their support and charging practices and found many similarities an=
d differences among the schools.=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">=A0</span></p></div><div><p class=3D"MsoNormal"><span style=3D"font-siz=
e:10.5pt;color:black">I was hoping that I could get some feedback from thos=
e who have made the transition (or thought about it) from a "free"=
; service to a paid service.=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">How/why did you make the decision for the change?=A0</span></p></div><d=
iv><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">What=
factors were taken into consideration when deciding upon a pricing model f=
or different services?=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">How was the transition implemented?=A0</span></p></div><div><p class=3D=
"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Any horror or succ=
ess stories or lessons learned?=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">Where is the line drawn between charging and not charging for quicker/e=
asier/routine fixes?=A0</span></p></div><div><p class=3D"MsoNormal"><span s=
tyle=3D"font-size:10.5pt;color:black">How was demand affected by requiring =
students to begin paying for what used to be free?=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">What payment options are accepted (are there reasons why certain types =
of payments aren't accepted)?</span></p></div><div><p class=3D"MsoNorma=
l">
<span style=3D"font-size:10.5pt;color:black">Any other thoughts or advise o=
n how to tackle a change such as this?</span></p></div><div><p class=3D"Mso=
Normal"><span style=3D"font-size:10.5pt;color:black">=A0</span></p></div><d=
iv><p class=3D"MsoNormal">
<span style=3D"font-size:10.5pt;color:black">Thanks.</span></p></div><div><=
p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=A0</spa=
n></p></div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;col=
or:black">=A0</span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:bla=
ck">-Robert Kruse</span></p></div><div><p class=3D"MsoNormal"><span style=
=3D"font-size:10.5pt;color:black">Emory University</span></p></div><div><p =
class=3D"MsoNormal">
<span style=3D"font-size:10.5pt;color:black">UTS =96 Student Technology Sup=
port</span></p></div><div><p class=3D"MsoNormal"><span style=3D"font-size:1=
0.5pt;color:black">404-727-5093</span></p></div><div><p class=3D"MsoNormal"=
><span style=3D"font-size:10.5pt;color:black">=A0</span></p>
</div><p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=
=A0</span></p><div class=3D"MsoNormal" align=3D"center" style=3D"text-align=
:center"><span style=3D"font-size:10.5pt;color:black"><hr size=3D"2" width=
=3D"100%" align=3D"center">
</span></div><p class=3D"MsoNormal"><span style=3D"font-size:7.5pt;color:gr=
ay"><br>This e-mail message (including any attachments) is for the sole use=
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d<br>
information. If the reader of this message is not the intended<br>recipient=
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<br>If you have received this message in error, please contact<br>the sende=
r by reply e-mail message and destroy all copies of the<br>original message=
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