The changes have created stress and work. There are new frustrations replacing old frustrations. Yet, there is excitement with the capabilities. Student retention rates are at record levels for the institutions, in spite of significant cost increases. The bottom line is that faculty and students control their learning in powerful new ways.
Surveys indicate high levels of both use and satisfaction.
In one session, Martin Ringle, CIO at Reed College, summarized computer support data collected from twenty-five campuses over the last five to seven years. He described a situation where there has been a significant increase in resources devoted to support. Yet, user satisfaction is dropping. Stress levels and turnover among support providers is rising rapidly. Very few institutions have either the necessary leadership or financial planning in place to make strategic changes in what they are doing.