Table of Contents

• Logos: the power of the word in IT supportChristopher H. King. 1-6 [doi]
• Partnership between center for online learning (COL) and office of information technology: user support services (OIT-USS)Jahed Sukhun, Mark Terui. 7-10 [doi]
• Introduction and experience with the primary mail services based on their names for studentsNaomi Fujimura, Tadatsugu Togawa, Yoshiaki Kasahara, Eisuke Ito. 11-14 [doi]
• Evaluating IT service quality using SERVQUALJanice G. El-Bayoumi. 15-22 [doi]
• Yes you can: offer a comprehensive set of technologies to enhance teaching and learningApurva Mehta. 23-28 [doi]
• A little "more" conversation and practice: training student technology trainersChristine L. Vucinich. 29-34 [doi]
• Creating a repeatable framework for campus communicationBlake Adams, Kathy Kral. 35-40 [doi]
• Building a sustainable mobile device strategy to meet the needs of various stakeholder groupsRobin Honken, Kenneth Janz, Zach Boudreau, John Yearous. 41-48 [doi]
• Practical uses of cloud computing services in a Japanese university of the arts against aftermath of the 2011 Tohoku earthquakeHiroki Kashiwazaki. 49-52 [doi]
• The illusion of one hundred percent uptimeJeremy Kim, Jim Denk. 53-56 [doi]
• Shaking up traditional training with lynda.comRebecca Klein, Courtney Bentley, Kathryn Fletcher, Chad Fust, Carol Rhodes, Cynthia Sanders, Karen Sirman, Elizabeth Wagnon. 57-64 [doi]
• Student hiring: why not make it an event?Ashley Weese. 65-70 [doi]
• A case study of a phased approach methodology for application development and implementationMeri Williams, Robert Jackson. 71-76 [doi]
• The science of computer allocationsJean Tagliamonte, Jean Y. Ross. 77-80 [doi]
• Why virtual desktop at CCRI?: finding sustainability for desktop supportStephen A. Vieira. 81-86 [doi]
• Helping student employees become members of your organizationWesley R. Marks. 87-90 [doi]
• Capturing malicious bots using a beneficial bot and wikiTakashi Yamanoue, Kentaro Oda, Koichi Shimozono. 91-96 [doi]
• Building a call center in 2 days: how a world class support center responds to crisisThomas J. Mattauch, Rami Hatoum, Hannah W. Pettit. 97-100 [doi]
• Making the SIGUCCS experience last year-long; how a regional conference became a local chapterLisa Brown, Mat Felthousen. 101-104 [doi]
• What is it with these kids?: a generational insight into student workers and customersSean McLane. 105-108 [doi]
• Building an effective software deployment processJohn B. Tyndall. 109-114 [doi]
• Continuous change: a help desk mottoDarren J. Kearney, Joyce Davidson. 115-120 [doi]
• Building collaborative technology learning environmentsKenneth Janz, Ken Graetz, Chad Kjorlien. 121-126 [doi]
• Self-service portal solves the forgotten password dilemmaChristopher Wiggins. 127-130 [doi]
• An evaluation of private cloud system for desktop environmentsMikifumi Shikida, Kanae Miyashita, Mototsugu Ueno, Satoshi Uda. 131-134 [doi]
• Ink, paper, scissors: experiments in cutting campus printing costsMalinda Lingwall Husk. 135-138 [doi]
• Putting iPads in the hands of facultyKelly Wainwright. 139-144 [doi]
• Blending military chain of command with the typical it support model to support the largest dormitory in the worldDavid M. Tyler. 145-148 [doi]
• An introduction to the special interest group on internet and operation technology (SIG-IOT) of information processing society of JapanTakashi Yamanoue, Naomi Fujimura, Hideo Masuda, Motonori Nakamura. 149-152 [doi]
• Extending the centralized helpdesk functionality to improve decentralized supportRachael Cottam, Jeff Goff, Peter Nguyen. 153-156 [doi]
• Effective zero-cost help desk softwareDan R. Herrick, Lisa Metz, Andrew Crane. 157-160 [doi]
• Food and drink in computer labs: why not?Dan R. Herrick. 161-164 [doi]
• The USC school of social work faculty technology workshopTerris B. Wolff. 165-168 [doi]
• Customer service 101: a refresher for us allKelly Wainwright. 169-174 [doi]
• Security challenges in IT infrastructure for cybersecurity curriculum supportVijay Anand. 175-180 [doi]
• Shakin' up your management styleKaren J. McRitchie. 181-184 [doi]
• A video support model for liberal arts collegesTrevor Murphy. 185-188 [doi]
• ULearn more: transitioning to a learning management system for staff at American UniversityJacqueline Palumbo, Matteo Becchi, Sheila Way. 189-192 [doi]
• Crafting great user experiencesNic Bertino, Andrew Corrales, Allan Chen. 193-198 [doi]
• Reducing costs, improving service, and extending the life of computers with solid-state drivesMat Felthousen. 199-202 [doi]
• Google apps for education: Valparaiso University's migration experienceRebecca Klein, Richard Orelup, Matthew Smith. 203-208 [doi]
• transitioning to universal print queue and remote campus distribution of printing and copying servicesLeonard Mark Williams, Roxann Koch. 209-212 [doi]
• Getting the most out of your help desk softwareMiranda Carney-Morris, Elizabeth Young. 213-218 [doi]
• Modern version control: creating an efficient development ecosystemNic Bertino. 219-222 [doi]
• We're going Google!: making the most of marketingJulio G. Appling. 223-226 [doi]
• Fine tuning online faculty development workshopsKathryn Fletcher. 227-234 [doi]
• Every day is like survival: here, there and everywhereMo Nishiyama, Lucas Friedrichsen. 235-238 [doi]
• Operational experiences from the viewpoint of university IT system administrators in the metropolitan area on east Japan great earthquakeKohichi Ogawa, Noriaki Yoshiura. 239-244 [doi]
• Implementing an online registration process for the IT short course training programKathy Garramone. 245-250 [doi]