They are consensus builders, decision-makers, and referees. They work closely with technical and support service personnel, ensuring that technological resources are effectively deployed to further the institution's academic mission. Most importantly, they maintain an academic focus, realizing that meeting the instructional needs of distant students is their ultimate responsibility. Because technical support staff are often in other departments or are contracted, they often overlooked as a key ingredient to any successful distance learning effort. They provide the answers to why the computer won't send email, or how to install a CD, or how to connect to a conference.
Frustration is an inherent component of the continually evolving processes of technology.
It is essential that faculty, students, administrators, and support staff recognize that distance technology is under construction and will not be a smooth, flawless process for some time to come. There will be delays, glitches, and loss of connections, communication interruptions, and often time-consuming repairs to software, hardware, and media equipment. When these occur, faculty, students, and support staff need someone to call. They require knowledgeable, efficient, customer-friendly support. When technical support become members of the development and delivery teams, they can also provide insight to what will work and what will be problematic.