It’s 2 am in the morning. There is an exam the next day. Your institution’s LMS has contracted some technical issue. A number of your students are struggling with the login. They drop messages, call the IT department in vain.
A prospective student, looking forward to major in English, calls the financial aid office of her dream college. After two rings, an automated voice asks her what does she need help with. On her inquisitiveness about the financial aid procedure, the voice on the other end runs her through the nuances of the process in a systematic manner.
How does it feel to be on the phone, chat, for hours expecting somebody from the other end to answer? If the call disconnects, would you want to pick up the phone and call again? What if you have an assignment submission the next morning and there is no help available to fix the damned application? Surely, it is not a good feeling at all.
Your day is not going good. The schedule is all filled-up, and the back of your brain is loaded with problems at home. You're squeezing in lunch with a friend who lost her job. You swipe your card only to discover that credit has been denied. Your jobless friend needs to get the tab.
The reality is, computer use by students, faculty and staff isn’t a nine-to-five activity. For example, many of the students in all our institutions work part and full-time jobs to pay for their educations.