Table of Contents

• Do a quick conversion: put all our documentation on the webDorothy Ann Amsler. 7-10 [doi]
• Staff internship or teaching old dogs new tricksJayne Ashworth. 11-17 [doi]
• Creating an atmosphere of responsible computingHarvey Axlerod. 19-22 [doi]
• Web design and maintenanceJerry Berkman. 23-27 [doi]
• Email migration: strategies and outcomesJim Bostick, John Fritz, Kay Sommers, Jane Hesler. 29-34 [doi]
• Classnet: automated support of web classesPete Boysen, Mark J. Van Gorp. 35-44 [doi]
• Fortune cookie management for information technology support professionalsJohn E. Bucher. 45-49 [doi]
• Connections for success: creating a community of electronic learnersMark Clark, Nancy Rayner. 51-55 [doi]
• University jewels and robbers: what are they?John R. Cordani, Kenneth Geide, Ramón A. Mata-Toledo. 57-61 [doi]
• A new opportunity for addressing an old problem: directly impacting the user interface in the web ageKevin M. Cunningham. 63-64 [doi]
• Creating a web-based self-help system in a distributed support contextKevin M. Cunningham. 65-66 [doi]
• Using Linux to solve the problem of mixed operating system LAN servicesDaniel W. Drake. 67-72 [doi]
• Getting the good ones and keeping them: competing for talented student employees in computing supportDavid Thomas Dudek. 75-80 [doi]
• Tools for bringing support to users through the webDeborah T. Durant. 81-88 [doi]
• Don't let the millennium bug bite you (or, how to make a silk purse from a sow's ear)John H. Esbin. 89-95 [doi]
• Combining libraries, computing, and telecommunications: a work in progressTimothy J. Foley. 97-104 [doi]
• High speed access to off-campus faculty and staffMartyne M. Hallgren. 105-109 [doi]
• Methods of a small staff coping with the needs of manyChris Harmon, Jared Riley. 111-115 [doi]
• A good man (and woman) is hard to find: attempts to retain qualified staff at Virginia Commonwealth UniversityJane Hesler, Jim Bostick, Kay Sommers, John Fritz. 117-122 [doi]
• Certifying student web authorsRichard A. Hinz, Robert Minato. 123-125 [doi]
• Technology magic: software distribution at Indiana UniversityBonnie R. Hites, Richard White. 127-131 [doi]
• Electronic support for grade administration at the University of DelawareH. Lawrence Hotchkiss, Evelyn V. Stevens, Janet D. Hall, Elizabeth K. Carney. 133-139 [doi]
• Is paperless painless?David L. R. Houston. 141-145 [doi]
• Focusing the academic computing help desk on the needs of customersBrian M. Johnston, John R. Supra Jr.. 147-152 [doi]
• Dormnet support at Princeton UniversityChristopher F. Jones. 153-156 [doi]
• Challenges and changes: the migration of Western Kentucky University from an IBM mainframe environment to a microcomputer, Novell LAN based networkJeffrey A. Jones. 157-161 [doi]
• Heroic effort is not a sustainable modelDiane Jung-Gribble. 163-169 [doi]
• Bucknell s software service clinic - meeting a computing support challengeKaren Kniss. 171-180 [doi]
• Leverage your transformative technology supportFreja Koch, Pat Kava. 181-184 [doi]
• The ISU Micronet ScoutSteven L. Kunz, Wayne J. Hauber. 185-195 [doi]
• Expanding technology training: using digitized video to facilitate web-based learningRichard Lacy, John R. Supra Jr.. 197-204 [doi]
• Molding diverse people into a unified web: Diversity Database and Diversity WebLida L. Larsen, David J. Henry. 205-211 [doi]
• A two-tier approach to customer serviceAnne Lind. 219-222 [doi]
• Help desk training: art, science, or prayerJerry Martin. 223-227 [doi]
• Are we ready for distance education?Jerry Martin. 229-232 [doi]
• Residence hall consulting: what we ve learned at Penn StateKathy Mayberry, Steve Pierce. 233-237 [doi]
• The library starter kit: using new technologies for training and instructionDeborah A. Murphy. 239-245 [doi]
• Core technology training evolvesJeff Pankin, Mary Ellen Bushnell, Phyllis Galt. 251-254 [doi]
• Producing a campus information technology showcasePeter L. Peterson, Peter G. Blando. 255-261 [doi]
• Escaping the paranoid-critical trapMichael Quiner. 271-275 [doi]
• Designing and supporting a web-based electronic reserves project in a university libraryJohn J. Small. 277-281 [doi]
• Making standards work: a whole-product approach John W. Smith. 283-290 [doi]
• Nightmare on Elm Street to It s a Wonderful Life: a port-per-pillow networking experience at Valparaiso UniversityMarlane C. Steinwart. 291-294 [doi]
• Toward an integrated approach to information services supportJohn R. Supra Jr., Brian M. Johnston. 295-302 [doi]
• Moving from helpless desk to help desk: practical strategies for improving customer service in a multi-function university help deskMary C. Twitchell. 303-306 [doi]
• Getting it together: a practical guide for preparing coordinated, integrated, and accessible documentation for your usersTracy Wascom. 307-312 [doi]
• The sixty second seminar - producing instructional video for the webKurt Webb, Tom Poehlmann. 313-318 [doi]
• Help desk metamorphosis (from being despised to being valued)Daniel E. Wilson. 333-339 [doi]
• Inspiring your users to learnDaniel E. Wilson. 341-347 [doi]
• Yet another reorganization? Building the raft while going through the rapids (panel)Keiko Pitter, W. Raney Ellis III, Bret Ingerman. 349-361 [doi]
• Selecting the appropriate middleware for your web-to-database application (workshop)Alexis D. Gutzman. 365-367 [doi]