Table of Contents

• Achieving rapid service deployment in an academic environmentShea Nangle. 1-3 [doi]
• Adult learning: the often overlooked aspect of technical trainingAllan R. Jones. 4-6 [doi]
• Advanced information technology support for life sciences researchCraig A. Stewart, David Hart, Anurag Shankar, Eric A. Wernert, Richard Repasky, Mary Papakhian, Andrew D. Arenson, Gerry Bernbom. 7-9 [doi]
• All in the family: utilizing shared resources across campusesRobyn Richard, Claire Lassalle, Rachel Daigle, Tom Snyder. 10-11 [doi]
• Being Sam Malone: customer service on a campus where Everybody Knows Your Name Mark Watts. 12-14 [doi]
• Colgate university s ITS study groups: in-house personal and professional developmentJeanne Kellogg. 15-17 [doi]
• Computing competencies: ensuring student successGloria Gonzales-Dholakia. 18-20 [doi]
• Computing labs and technology classroom (CLTC) initiative: a model for distributed supportLynda S. LaRoche, Julianne M. Miranda, Angela P. Smock, Theresa A. M. Noble. 21-22 [doi]
• A proper set of tools are needed to corral supportJohn A. Underwood, Deb Hegdahl, Jeff Gimbel. 23-26 [doi]
• Creating a professional development program to support a handheld computing initiativeKenneth Janz. 27-32 [doi]
• Deep in benchmarking: using industry standards to assess a training programJoleen Pfefer. 33-37 [doi]
• Deep in budget restraints: return on investment (ROI)Terry Robb, Joleen Pfefer. 38-40 [doi]
• Deep in the heart of client services: it s not just about hardware and softwareCynthia A. Murnan. 41-47 [doi]
• Deep in the pocket of technology creative fiscal management in tight timesCarol Peddie. 48-50 [doi]
• Developing a valuable tool for IT staff: increasing efficiency and communication with an intranetRyan LeBreton, Lisa Veloz. 51-54 [doi]
• Enforcing model network citizenship by remote administrationPrasun Gupta, Mahmoud Pegah. 55-58 [doi]
• Escaping the quicksand and getting back on the trail of team projectsSteven K. Brawn, Kelly Caye, R. Mark Koan. 59-62 [doi]
• Establishing standards for usable and accessible user services web sitesDorothy Ann Amsler. 63-64 [doi]
• The evolution of the electronic campus: from a communication system to an educational delivery systemJon Rickman, Kim Todd, Tabatha Verbick, Merlin Miller. 65-69 [doi]
• Evolution of the Red Book : from (paper) rags to richesNancy P. Kutner. 70-73 [doi]
• Expanding help desk services: the benefits of student S.O.SLea H. Snyder. 74-79 [doi]
• Helping faculty help themselves: a collaborative approach to peer mentoringJane Livingston. 80-82 [doi]
• HERDING CATS: training students in customer service, assisting faculty and facilitating trainers for various technical levelsDora Douglas, Melissa Foster. 83-85 [doi]
• Higher education ERP: a framework to reduce the painKris T. Pegah, Mahmoud Pegah, Terry M. Dillow. 86-89 [doi]
• How to recruit, motivate and retain effective student workers?Claire C. Lassalle, Robyn C. Richard. 90-93 [doi]
• Implementation of fee-based printing in student computing sitesCarol Jarom, Steven J. Timmins. 94-96 [doi]
• Incident handling: an orderly response to unexpected eventsRichard L. Rollason-Reese. 97-102 [doi]
• The insider: the web site that brought Mesa s williams campus togetherBert Valenzuela. 103-107 [doi]
• Instituting and advocating technology training and sharing of ideas for online coursewareDonna Patterson. 108-109 [doi]
• Instructional support at small universities: a training perspectiveVidya Ananthanarayanan, Judith Reiffert. 110-113 [doi]
• Integrating WebCT with diverse campus systemsJeff Whisler. 114-115 [doi]
• ipod, uPod, wePod...: doubling your client support and strengthening team ties with virtually no extra resourcesJesse Ben Saunders. 116-117 [doi]
• A KeyServer for faculty, not just labsChristopher Jones. 118-119 [doi]
• Leadership by design: collaborations and cornerstonesTrisha Mileham, Joyce E. Hicks. 120-124 [doi]
• Liberating lab computing: building a stable yet flexible computing environment for students and facultyKenneth Janz, Pei-Yi Hu. 125-128 [doi]
• Macintosh OS X: a smooth migrationScott E. Hanselman, Mahmoud Pegah. 129-134 [doi]
• Making online training and support easier for everyone with viewletsJanice Ward. 135-139 [doi]
• Managing higher ed web sites: balancing the need for timely updates, the requirements of institutional marketing, and the development of contentRobin D. Krause. 139-141 [doi]
• Marketing computer support services through relationship and training strategiesBrandon Bentley, Valerie Dixon, Ilana Rozanes, Patrick Farmer. 142-147 [doi]
• New name, new image: PC help desk steers massive PR launchRobyn C. Richard, Claire C. Lassalle. 148-150 [doi]
• The power of storySue R. Bauer. 151-153 [doi]
• Putting OSX in an open access lab: (or The Joy of X )David L. R. Houston. 154-158 [doi]
• Rapid help desk revitalizationJohn Gormly. 159-162 [doi]
• Ready, connect, learn: preparing students for campus technologyGerri McCarthy. 163-165 [doi]
• Regaining single sign-on taming the beastDivyangi Anchan, Mahmoud Pegah. 166-171 [doi]
• The road less traveled: staff-driven re-orgJeannie Zappe, Brian Hoyt, Lisa Veloz. 172-176 [doi]
• Schedul-EZ: a tool for scheduling faculty, rooms and coursesSri Siva, Jyoti Chhabra. 177-178 [doi]
• A simple web content management tool as the solution to a web site redesignDavid Thomas Dudek, Heidi A. Wieczorek. 179-181 [doi]
• The SNet model: access, security and e-services for studentsAnand Padmanabhan. 182-188 [doi]
• Student staff: ::::n.:::: an energetic, brilliant, creative, talented potential rolled into a food-driven, sleep-deprived, unmotivated creature who wears dirty clothesKaren McRitchie. 189-192 [doi]
• Student workers: the heart of the help deskRachel Daigle. 193-195 [doi]
• Supporting a Windows XP/Red Hat Linux dual boot environmentBert Valenzuela. 196-199 [doi]
• It takes a village to build an imageR. Mark Koan, Kelly Caye, Steven K. Brawn. 200-207 [doi]
• Teaching with technology, setting an exampleTrevor Murphy, Mika Hirai. 208-212 [doi]
• Teamwork is the heart of technologyTammy Hohlt, Kristina A. Cunningham. 213-215 [doi]
• Technical outreach: if the mountain won t come to Mohammed..Karen McRitchie. 216-218 [doi]
• Technology in the hearts of the facultyBeth Ohmer. 219-221 [doi]
• The technology learning center (TLC): a comprehensive learning environment for studentsSheree Kornkven. 222-224 [doi]
• Tech-NO-Nerds: why the best student computer lab consultants are often not from the computer science departmentTabatha Verbick, Kim Todd. 225-227 [doi]
• Training and documentationLynne Montgomery. 228-229 [doi]
• Training program growth...: from flat line to pulsatingSue A. Moore. 230-233 [doi]
• Transitioning to unstaffed computing sitesKristina A. Cunningham, Tammy Hohlt. 234-236 [doi]
• UNB s single site service sourceKim Washburn, Janice El-Bayoumi. 237-239 [doi]
• The University of New Brunswick s pilot for an electronic theses and dissertation programJanice El-Bayoumi, Lisa Charlong. 240-246 [doi]
• Using a course management system to create a training course for student employeesCindy Guerrazzi, Kate Webster. 247-248 [doi]
• WebDAV: what it is, what it does, why you need itLuis O. Hernández, Mahmoud Pegah. 249-254 [doi]
• What s old is new again: training is the information technology constantGeorge Bradford. 255-258 [doi]
• Why make websites accessible?: and how?Katy Whitelaw. 259-261 [doi]