| Niki Serakiotou|
(Alternative names for this author)
|Co-authors||Aime Diaw, Carolynne White, Richard Roberts, Thomas Bui|
|Authorship||Publications (1), datasets (0), tools (0)|
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|Title||Keyword(s)||Published in||Language||DateThis property is a special property in this wiki.||Abstract||R||C|
|(Wiki + ResTechs) = (Fresh documentation + Organic knowledge management + Training materials + Good, cheap technical writers)||Knowledge management
|Proceedings ACM SIGUCCS User Services Conference||English||2008||Most Information Technology Departments in academia have their historical roots in a culture best described by words such as "geeks," "beta-testers," "troubleshooters," "debuggers," "early adopters," and so on. This culture was partly created by the fact that the mission of academia is indeed to keep looking forward to new developments and cutting-edge technologies. It is the role of industry to adopt the outcome of academia's frenetic efforts to move forward and to then produce commodity-like products. At the same time, in most academic institutions, Information Technology Departments have also evolved into providers of services that use mature but still evolving technology. The consumers (customers) have come to treat these technologies as commodity products or utilities, and they expect to be able to easily learn how to use them, and to be able to easily figure out what are the services offered and how they can be configured. In such an environment, "deployment cycles" and "personnel training" are often seen as a complete waste of time by the academics, as they themselves are pushing for the next generation of technology to be adopted by IT as fast as possible. For these reasons, the creation of detailed documentation by technical writers is usually not deemed worth funding, and with the advent of internet searches and FAQ blogging is seen often as completely unnecessary. This is a true statement for many areas of technology, where there exists ambient literature and FAQs (such as any MS Office product, for example). It is disastrous for customer satisfaction though, if it is applied on issues of configuration that are specific to the institution. Copyright 2008 ACM.||0||0|