This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of service within those organizations.
Robert Renaud is the Vice President of Library and Information Services and CIO at Dickinson College in Carlisle, Pennsylvania. Reporting to the president, he is responsible for library services, instructional and media services, enterprise computing, the campus network infrastructure, Internet connectivity, desktop support, training, telephone service, the campus cable TV network and mobile platforms. Before coming to Dickinson, he held positions in information services at Connecticut College, the University of Toronto, McGill University, the research branch of the Toronto Public Library and the University of Arizona. His related experience includes work on technical standards organizations, EDUCAUSE, and consulting engagements. His professional interests focus on leadership in higher education, teamwork between information technology and library professionals, merged library and Information technology organizations and learning spaces. He holds an A.B. in history from Vassar College and an M.L.S. from the University of Toronto. He also completed the Frye Leadership Institute at Emory University and the Institute for Educational Management (IEM) at the Graduate School of Education at Harvard University.