The 'self-service' student: building enterprise-wide systems into universities
Date
01/01/2003Author
Pollock, N.
Metadata
Abstract
This article investigates the take-up by universities of enterprise-wide
computer systems and the development of a new module for the management and
administration of students. Having its origins in Electronic Commerce, the system assumes
the existence of a certain kind of user, one with particular roles and responsibilities – a
self-service user. The notion of ‘self-service’ is deployed as an integral part of the system
rollout where students are to view, input and modify administrative and financial
information on themselves and their courses. Drawing from the sociology of science and
technology, and material from a three-year ethnographic study, we describe the system’s
implementation in a British university. While accepting of the need for an ERP system the
campus community reject self-service. However, as we will show, because Campus
Management is a ‘global product’ unwanted functionality can be difficult to resist outright
and this can have important implications for the autonomy of the university and the
reshaping of fundamental principles and relationships.