Merging User Support Services: Technology Help and Library Circulation

SUNY Cortland IT and Library Services report to the CIO. User support was distributed across the whole organization. Users, especially students, asked for assistance wherever they were, most often in the library. In order to provide convenient support to users and to make the most efficient use of staff time, we moved the help center from its remote location to the library and merged it with library circulation services. Eighteen months later, we've learned many lessons, including that we need to set additional goals to improve these centralized support services.