It's a question of balance that will vary from customer to customer. Griffiths noted that the heterogeneous nature of the University community requires ITD to offer a rich mix of services, with each customer focusing on the services relevant to him or her and some customers going outside ITD for services. She considers listening an essential skill, and intends to listen a great deal to ITD's customers and staff. She also stresses loyalty to organizational and institutional objectives. Griffiths said she wants to hear from ITD employees and from customers, but she doesn't just want to hear problems.
Technology enables new ways of doing things and makes new things possible.