Anderson, T. (2004). Student services in a networked world. In J. E. Brindley, C. Walti, & O.Zawacki-Richter (Eds.),
Learner support in open, distance and online learning environments
(pp. 95-108). Oldenburg: Bibliotheks- und Informationssystemder Universität Oldenburg.In the new information age student support it becoming automated and Anderson feelsthat for institutions to succeed in the information age they must follow the trend andautomate their services. Many tutors and academia believe that this takes away from the personal touch of student support such as advising. Anderson argues that the automationcan take place and still keep it personal by using avatars that use real voices or animationin IM environments. Many institutions have already automated some advisor functionssuch as degree plans that students can access online through their student portal, applyingfor graduation, and viewing their transcripts. But what happens when students becomeconfused and need to speak with someone about the direction their academic life is takingor maybe their confused about their course selections; this type of service still needs tocome from a human or at least the automated portion needs to have the insight of anadvisor when developed.Many of these automated services are developed by IT professionals who do not interactwith students and do not know there dispositions concerning academic life. This type of insight needs to be taken into account when developing automated services for studentneeds. I am sure in our own institutions we have all seen the roll out of a new automatedservice only to be revamp several types in the upcoming months because little humantouches were left out of the initial program.