CSUN University News Clippings

Colleges Try ‘Crowdsourcing’ Help Desks to Save Money

(November 5, 2009)

By Jeffrey R. Young

At Indiana University at Bloomington, good help is not hard to find, but it’s pricey. Questions to the 24-hour tech-support help desk cost the institution about $11.41 per phone call and $9.39 per e-mail message—and last year the help desk handled more than 150,000 inquiries.

All that advice adds up, and at peak times some in need of it are left waiting. So, in a few weeks, the university will try something different: letting computer users answer one another’s questions……..

For more, http://chornicle.com/

Publication: The Chronicle of Higher Education