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Information and Access Technology Services at the University of Missouri-Columbia has long struggled with its physical location on the edge of campus. In my 20+ years of experience we have consistently been on the far east or north edge of campus. For many years no parking was adjacent to the building. In the late 80’s we did a brief stint in a building actually surrounded by a parking lot (we were still on the north side, mind you, but at least we had parking). However in 1997 we moved across the street (even further north of campus) but the parking lot stayed where it was. Students have always found our locations inconvenient to their predominantly foot-based traffic. During our tenure on the east edge of campus we encouraged customers to visit by locating the Help Desk (and the only late night computing lab) in that building as well. That was successful until computing grew to require more labs distributed around campus and we opened another 24-hour facility. With our first move to the northwest edge of campus we emphasized the close parking (not actually open to students, however). We continued the ploy of keeping the Help Desk adjacent to a late night computing lab in this building. We also beefed up the Help Desk consulting staff by hiring graduate students to extend the quality and quantity of consulting help available. Other services that brought customers to our building included computer hardware repair and an office to sell deeply discounted software. The last move took us only across the street but saw a drastic change in orientation. Yes, we still sold software and repaired hardware from the new location. But gone was the computing lab and orientation towards walk-up consulting. Was walk-up consulting actually needed at the administrative building? The thought was that it was not crucial. By this time we had 13 general access computing labs and 30 residence hall labs. The consulting staff in these facilities included 5 full-time employees, 5 graduate students, and 150+ students. Two computing labs were open 24 hours/day. Since we did no walk-up consulting, we also reduced our help desk hours (based on call averages). With all that consulting available around campus, what more could a customer need? Apparently walk-up consulting!

Where the students are …computing services at the customer source