[caption id="attachment_54456" align="alignleft" width="178" caption="Chat-based help desk services haven't taken hold in higher education. "][/caption]

University help-desk services need a technological makeover, according to a recent report that shows students and faculty at seven out of 10 schools can’t hold online chats with their campus technology support staff.

Tech-support experts said that while campus help-desk services are understaffed and overworked, an instant chat option—which has become commonplace in private industry—would be one way to help campus technology support staff answer frequently asked...

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