1. 1
Technology Decision Making in Career Services
Christine Kay Davis Timm, Ph.D.
University of Nebraska, 2004
Adviser: Alan Seagren
Student affairs offices used technological systems to manage interactions with
student customers in a real time environment. Such student interaction management
systems performed administrative tasks, provided usage reports, and, most importantly,
delivered services directly to students. Career services used systems to record student
interactions and facilitate interactions between students and career opportunities. The
purpose of this study was to understand career center directors’ and staff’s perceptions of
characteristics related to student interaction management system decision making. The
study took place during November and December 2003.
The review of literature included a brief history of values guiding student affairs
and career services; technology usage in student affairs and career services; and
challenges regarding technology selection and implementation. A case study
methodology was used. Data were primarily collected through audio-taped phone
interviews with ten women and nine men who served professional roles within career
centers. Participants were selected due to their involvement in a collaborative project
with their professional association to create a placement related student interaction
management system. Analysis of the data was done through several levels of categorizing
and coding information. In analyzing data collected from interviews with participants, the
research questions were answered in five themes and four sub-themes. Customer
behavior/needs was the first theme. Director was the second theme focusing on the

2. 2
multiple roles of the director. The third theme was process with one sub-theme of change.
The fourth theme was infrastructure and included three sub-themes: autonomy, resources,
and technological tools. The fifth theme was recommendations and summarized the ideas
presented within the other themes. In addition, participants described a chronology of
technology usage in career centers.
The findings revealed the need for strong leadership and a supportive
infrastructure to make positive technology decisions. Career centers benefited through
strategic planning processes focused on addressing customer needs when considering
new or changed technology. Career center professionals were advised to gain technology
decision making skills through individual activities, graduate courses, professional
associations, and interactions with other professionals.