The authors examine the relationship between financial aid staff and students and attempt to analyze how the experience at one institution might provide some insight. The problem is viewed from the client perspective based upon day to day contact with various services provided to students by the financial aid office.
Well, Christopher B.; Short, Alvin P.; Royal, Thomas W. Jr.; and Watts, W. David
"Information Flow and Staff Contact: A Quick Evaluation of Financial Aid,"
Journal of Student Financial Aid: Vol. 17
, Article 2.
Available at: http://publications.nasfaa.org/jsfa/vol17/iss1/2