Guide to Computer User Support for Help Desk and



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A Guide to Computer User Support for Help Desk and


Support Specialists, Third Edition

Fred Beisse


ISBN: 0-619-21510-0 © 2004
Additional online resources


Chapter 1
IBM z-Series mainframe

http://www-1.ibm.com/servers/solutions/zseries

Sun Microsystems SunFire minicomputer:



http://www.sun.com/solutions

IBM iSeries minicomputer



http://www-1.ibm.com/servers/eserver/iseries/about/why.html
Peter Drucker’s 1995 article on knowledge workers in The Atlantic

http://www.theatlantic.com/issues/95dec/chilearn/drucker.htm
Online computer glossaries

http://whatis.techtarget.com

http://www.techweb.com/encyclopedia

http://www.webopedia.com
Description of Moore’s Law on the Intel Web Site

http://www.intel.com/research/silicon/mooreslaw.htm
Timeline of GUI development highlights

http://toastytech.com/guis/index.html
City of Orlando, Florida, use of IBM iSeries minicomputer

http://www3.ibm.com/software/success/cssdb.nsf/CS/LBHN5FMKVY?OpenDocument&Site=software
Timeline of significant events in the history of computers (requires Adobe Reader)

http://www.computer.org/computer/timeline/timeline.pdf

Timeline of significant events in the history of personal computers


http://www.islandnet.com/~kpolsson/comphist

Slide show on the history of the Internet (requires PowerPoint or viewer)

http://www.isoc.org/internet/history/2002_0918_Internet_History_and_Growth.ppt
Jaekel & Associates white paper on total cost of ownership concept

http://www.jaekel.com/white3.html
White paper on measuring worker productivity

http://www.businessauthority.com/management/time_management/productivity_management.htm
Arguments by those opposed to supermarket identification cards

http://www.nocards.org/faq/index.shtml
JDA Professional Services Web Site on total cost of ownership of computer systems

http://www.jdapsi.com/client/Articles/Default.php?Article=tco
Web site devoted to information about tablet PCs

http://www.tabletpctalk.com


Chapter 2
American Staffing Association Web Site

http://www.staffingtoday.net
Information Technology Association of America Web site

http://www.itaa.org
Robert Half Web site with salary survey

http://www.rhic.com
Microsoft Web site for peer user groups

http://www.microsoft.com/communities/usergroups/default.mspx
TechRepublic article on the location of help desks within organizations

http://techrepublic.com.com/5100-6269-5028769.html
EDO Technical Support Operations Web Site

http://www.compusupport.com
Client Outsource Web Site

http://www.clientoutsource.com
American Career InfoNet site for support specialist KSAs

http://www.acinet.org/acinet/ksas1.asp?soccode=151041&stfips=41

ACE Web site with free skill assessment


http://www.ace.co.nz/tools/skills/index.asp
Occupational Information Network (O*Net) Web site

http://online.onetcenter.org/gen_search_page
State of Washington position description

http://hr.dop.wa.gov/lib/hrdr/specs/00000/03271.htm
City of Des Moines, Iowa position description

http://www.ci.desmoines.ia.us/departments/HR/Job%20Descriptions/User%20Support%20Technician.htm
Computer Jobs

http://www.computerjobs.com

Just Help Desk Jobs



http://www.JustHelpDeskJobs.com
Monster.com

http://jobsearch.monster.com

Dice.com



http://www.dice.com
Occupational Information Network(O*Net)

http://online.onetcenter.org/gen_skills_page
Web resources on employment trends in user support industry

http://www.microsoft.com/traincert/training/careers/trends.asp

http://www.itaa.org/workforce/studies/03execsumm.pdf (requires Adobe Reader)

http://www.dol.gov/wb/factsheets/hitech02.htm

http://www.computerworld.com/careertopics/careers/labor
Indiana University Bloomington user satisfaction survey

http://about.uits.iu.edu/~uitssur/2003/iub/summary03.html

Chapter 3
Jeff Davis’s article on communication skills

http://www.techrepublic.com/article.jhtml?id= r00320030107jed01.htm&src=bc
Lillian D. Bjorseth’s article, “Shhh! Listen, Don’t Just Hear!”

http://www.selfgrowth.com/articles/bjorseth4.html

Web article on empathy and trust

http://www.businessballs.com/empathy.htm
Microsoft Office FAQ

http://www.microsoft.com/office/faq.htm
Web-based training courses on help desk and communication skills

http://www.skillsoft.com/corporate/curicula/bus_cs.htm

Communication and listening skills Web-based training course vendor



http://www.learncustomerserviceonline.com/CustServiceModules.htm
Haywood Community CollegeTechnical Support

http://potemkin.haywood.cc.nc.us/Techsite/hcc/techsupportindex.html

KnowYourType.com Web Site on MBTI



http://www.knowyourtype.com/default.htm
The Team Technology Web site on Myers-Briggs (MBTI)

http://www.teamtechnology.co.uk/tt/t-articl/mb-simpl.htm
Notes from Kate Nasser’s talk on difficult users

http://www.health.ufl.edu/itcenter/cs/frontlines2.shtml
TechRepublic article on handling abusive callers

http://www.techrepublic.com/article.jhtml?id=r00320000726det02.htm
Leslie Barden’s paper, “Dealing with Difficult Customers”

http://www.awcncc.org/2001/Barden_article.rtf
Dell Support

http://support.dell.com
Gateway Support

http://support.gateway.com
Improving usability of web sites

http://www.usabilityfirst.com/index.txl
George Lawton’s article on improving customer service

http://techupdate.zdnet.com/techupdate/stories/main/0,14179,2804648,00.html
Voiceboard’s customer support policies and procedures to increase customer self-reliance

http://www.voiceboard.com/support1.htm

Example of a help desk phone call

http:// www.bizjournals.com/sacramento/stories/2000/01/24/smallb4.html
Jennifer Stewart Write101.com

http://www.write101.com/101web.htm
The Keirsey Temperament Sorter II

http://www.advisorteam.com/user/kts.asp


Chapter 4
Digisoft web site on scripts

http://www.digisoft.com/solutions/telescript/ts-scripting.htm
Example scripts in graphical format

http:// www.extremetech.com/article2/0,3973,16621,00.asp

http://support.mfm.com/support/troubleshooting/copyprot.html

Online bookseller Amazon.com



http://www.Amazon.com
Online bookseller Barnes and Noble

http://www.barnesandnoble.com
Online bookseller Jim’s Computer Books

http://jimsbooks.vstorecomputers.com
Microsoft Press troubleshooting series Web page

http://www.microsoft.com/mspress/troubleshooting/default.asp
Microsoft Web knowledge base

http://support.microsoft.com/default.aspx
Google search engine

http://www.google.com
Dogpile search engine

http://www.Dogpile.com
TechRepublic Web site for support professionals

http://www.techrepublic.com
About.com with connections to support professionals

http://www.about.com
Cyber Tech Help

http://www.cybertechhelp.com/forums/index.php
List of Internet ListServs

http://www.lsoft.com
Technical support provider Stream International

http://www.stream.com/Stream.nsf

Expertcity GoToAssist product


http://www.gotoassist.com
LapLink Gold Classic Web site

http://laplink.com
Symantec pcAnywhere

http://www.symantec.com/pcanywhere/Consumer
NetOp Remote Control white paper(requires Adobe Reader)

http://www.crossteccorp.com/support/resources/NetOpWP.pdf
Symantec System Works

http://www.symantec.com/sabu/sysworks/basic
PC Certify

http://www.pccertify.com
Touchstone Software Web Site for WinCheckIt diagnostic utility

http://www.touchstonesoftware.com

MetaQuest for Triage software utilities



http://www.metaquest.com/Web/Products/Triage/triage.htm
PC Surgeon

http://www.winutils.com/pcsurg.htm
Symantec Norton Ghost

http://www.symantec.com/sabu/ghost/ghost_personal
InCharge utilities

http://www.smarts.com/products
SolarWinds.NET

http://www.solarwinds.net/Tools/Standard/index.htm
ComputerWorld publication

http://www.computerworld.com
InformationWeek publication

http://www.informationweek.com
InfoWorld publication

http://www.infoworld.com
Microsoft troubleshooter for Windows 98 printer problems

http://support.microsoft.com/default.aspx?scid=/support/windows/tshoot/printing98/default.asp
Web Site for OtherFolder Windows utility

http://www.annoyances.org/exec/software/anyfoldr


Chapter 5
Monarch Computer Systems Web Site on hard disk compatibility problems

http://www.monarchcomputer.com/Merchant2/merchant.mv?Screen=CTGY&Store_Code=M&Category_Code=HDFAQ

Microsoft Windows Catalog of XP-compatible devices

http://www.microsoft.com/windows/catalog/default.aspx?subid=22&xslt=hardware
Webopedia glossary entry for DIP switches

http://webopedia.internet.com/TERM/D/DIP_switch.html
Webopedia glossary entry for jumper pins

http://webopedia.internet.com/TERM/j/jumper.html
Universal Plug and Play Forum

http://xml.coverpages.org/upnp.html

InstallShield



http:// www.installshield.com/default.asp
Microsoft Web site on compatibility of application software

http://www.microsoft.com/windows/appcompatibility/default.mspx
VCOM System Commander dualboot utility

http://www.v-com.com/product/sc7_ind.html
Shareware web sites

http://www.tucows.com

http://www.jumbo.com

http://www.shareware.com

http://download.com
Winguides tutorial on Windows Registry basics

http://www.winguides.com/article.php?id=1&guide=registry
Utility tools to modify and restore the Windows Registry

http://www.winsite.com/tech/reg
About.com site for general troubleshooting

http://pcsupport.about.com/cs/pctroubleshooting/index.htm
Dr. Tech fee-based site for general troubleshooting via phone or Web

http://www.askdrtech.com/default.asp

Computer Architect Web site for general troubleshooting via e-mail



http://www.computerarchitect.com/ask_find/askus2.cfm
The PC Guide Web site for hardware troubleshooting

http://www.pcguide.com/ts/index.htm

PC Mechanic Web site for hardware troubleshooting


http://www.pcmech.com/guides.htm
Tom’s Hardware Guide for hardware troubleshooting

http://www.tomshardware.com
MacintoshOS.com Web site for troubleshooting MacOS systems

http://www.macintoshos.com/troubleshooting/troubleshooting.html
InfiniSource Web site for troubleshooting Windows systems

http://www.windows-help.net/index.shtml
Microsoft product support center for operating system and applications software

http://support.microsoft.com
Web site articles on problems with Windows operating system and applications software

http://www.all-windows.com/index.html
Google search engine

http://www.google.com
Ask Jeeves search engine

http://www.ask.com

ZDnet product and troubleshooting Web site



http://www.zdnet.com
About.com moderated Web sites on computer topics

http://www.about.com/compute
Dell knowledge base article on time loss on Dell systems

http://support.ap.dell.com/ap/en/kb/document.asp?DN=HO1016518#har
NIST Web site to download NISTIME time synchronization utility

http://www.boulder.nist.gov/timefreq/service/its.htm


Chapter 6
TriActive white papers on help desk staffing and operating procedures

http://www.triactive.com/demo/whitepapers/pdfs/BP_HelpDesk_Staffing.pdf

http://www.triactive.com/ demo/whitepapers/pdfs/optimizing_help_desk.pdf (requires AdobeReader)
Mary Baldwin College incident management procedure

http://academic.mbc.edu/cis/policy/Acceptable_Use_Policy_Nov2001.html#5.0%20Computer%20and%20Telephone%20User%20Support

University of Connecticut Law School help desk procedures


http://www.law.uconn.edu/infosys/sla.htm
Tutorial on telephone headsets and help desk productivity

http://telecom.hellodirect.com/docs/Tutorials/Productivity.1.080701.asp
Results.About.com Web site on job stress

http://results.about.com/stress/#1
Remedy Help Desk software Web site

http://www.remedy.com/solutions/servicemgmt/help_desk.htm
Peregrine ServiceCenter help desk software Web site

http://www.peregrine.com/us/Products/ServiceManagement/ServiceCenter/default.htm
Magic Solutions Service Desk software Web site

http://www.networkassociates.com/us/products/magic/magic_service_desk.htm
Clientele for Help Desks

http://www.coastalsoftware.com/products/clientele/helpdesks/index.htm
HEAT help desk software

http://www.frontrange.com/heat
HelpTrac software

http://www.helptrac.com
Track-It! help desk

http://www.itsolutions.intuit.com/default.asp
Manage-IT! help desk software

http://www.baronsoftware.com
Soffront Customer Helpdesk

http://www.soffront.com/crm/Products/CustomerHelpdesk.asp
BridgeTrak help desk software

http://www.helpdesksoftware.com/default.htm
Yahoo directory of help desk software vendors

http://dir.yahoo.com/Business_and_Economy/Business_to_Business/Corporate_Services/Customer_Service/Software/Help_Desk
eHelpDesk white papers on help desk software evaluation and selection

http://www.help-desk-software.net/library.html
TechRepublic call-tracking software evaluation tool kit

http://techrepublic.com.com/5129-6249-10219695.html

Nortel Network Web site for ACD products

http://www.nortelnetworks.com/products/01/norstar/call_centers/minuet.html
Database Systems Web site for ACD products

http://www.databasesystemscorp.com/psacd.htm
Call Center Magazine article on ACD systems

http://www.callcentermagazine.com/article/CCM20000727S0006
International Engineering Consortium’s tutorial on IVR technology

http://www.iec.org/online/tutorials/speech_enabled/index.html
HelpDesk Expert for IT Support video demonstration

http://www.helpdesk-expert-it-support.com/demo.html
IBM Web-based support site

http://www.ibm.com/support/us
Online article and tutorial on intranets

http://www.intranetroadmap.com/default.cfm
BusinessWeek article “The New Global Job Shift”

http://www.businessweek.com/magazine/content/03_05/b3818001.htm
ComputerWorld article “Exporting IT Jobs”

http://www.computerworld.com/managementtopics/outsourcing/story/0,10801,80661,00.html
Gateway computer user support

http://support.gateway.com/support/default.asp
Adobe software user support

http://www.adobe.com/support/main.html
Symantec user support Web site

http://www.symantec.com/techsupp/index.html
Alamo Community College’s support

http://www.accd.edu/is2/support
Monarch Bay Web site for HelpTrac software

http://www.monarchbay.com/htweb/HelpTrac.dll
Help Desk Institute criteria for help desk evaluation

http://www.thinkhdi.com/files/pdfs/SupportCenterCert.pdf (requires Adobe Reader)



Chapter 7

Page Resource URL

Westbay Engineers support center staffing calculator



http://www.erlang.com
Keith Geddes & Associates help desk aptitude and skills test vendor

http://www.pcskillstests.com/Testing/techsupport.html
Walden Personnel Testing help desk aptitude and skills test vendor

http://www.waldentesting.com/tests/tests.htm
Sample interview questions download

http://www.ksasystems.com/cgi-local/prolink2.cgi?link=iq990701
Jeff Davis’ TechRepublic article on help desk training

http://www.techrepublic.com/article.jhtml?id=r00320010612jed01.htm
Jeff Dray’s TechRepublic article on help desk training

http://www.techrepublic.com/article.jhtml?id=r00320030415dra01.htm
Microsoft Project 2003

http://www.microsoft.com/office/project/prodinfo/default.mspx
Kidasa Milestones Simplicity 2002

http://www.kidasa.com/Simplicity/index.html
Project Management Institute Web site for project managers

http://www.pmi.org
Microsoft certification

http://www.microsoft.com/traincert/mcp/default.asp
Cisco certification

http://www.cisco.com/en/US/learning/index.html
Novell certification

http://www.novell.com/training/certinfo/cna/index.html

http://www.novell.com/training/certinfo/cne/index.html
Oracle certification

http://www.oracle.com/education/certification
Sun Microsystems certification

http://www.sun.com/dev/certification

Listing of product vendors’ certification


http://certification.about.com/cs/vendorsites
CompTIA Web site on A+, Network+, Project+, and other vendor-neutral certifications

http://www.comptia.org
Chauncey Group Web site for Associate Technology Specialist certification

http://www.chauncey.com/Services/ATS.htm
Institute for Certification of Computing Professionals (ICCP)

http://www.iccp.org/iccpnew/acp.html
Linux certification

http://www.lpi.org

A1

Society of Internet Professionals certification



http://www.sipgroup.org/certification.html
Help Desk Institute certification

http://www.thinkhdi.com/certification/individualCertification
Help Desk 2000 certification

http://www.stiknowledge.com/certification_advisory/courses.asp
MindLeaders online training and certification courses

http://link.mindleaders.com/e-learn/courseprice.jsp?
Netwind Learning Center online training and certification courses

http://www.netwind.com/index.html
InfoSource online training and certification courses

http://www.infosourcetraining.com
Specialized Solutions online training and certification courses

http://www.quickcert.com/ittraininglibrary.htm
Aaron’s Computer Training online training and certification courses

http://www.aarons-computer-training.com/index.htm
LearnThat.com online training and certification courses

http://www.learnthat.com/courses
Open Directory Web site with links to other training and certification vendors

http://dmoz.org/Computers/Education/Certification

informIT Exam Cram 2 Web site


http://www.informit.com/examcram2

Article on computer adaptive testing (CAT)

http://www.winnetmag.com/Articles/Index.cfm?ArticleID=5694
Brainbench.com Web site for Computer Technical Support online certification test

http://www.brainbench.com/xml/bb/common/testcenter/taketest.xml?testId=68
Transcender Web site for certification pretest assessment exams

http://www.transcender.com
John Norby’s MCDST certification Webcast

http://www.microsoft.com/usa/webcasts/ondemand/2378.asp (requires free download of InterWise Participant Software)
Microsoft MCDST certification Web site

http://www.microsoft.com/traincert/mcp/mcdst
ITAA’s study of the demand for technology workers

http://www.itaa.org/workforce/studies/03execsumm.pdf (requires Adobe Reader)
Help Desk Institute home page for support professionals

http://www.thinkhdi.com
Help Desk 2000 home page for support professionals

http://www.stiknowledge.com/helpdesk2000/index.asp
Association of Support Professionals home page

http://www.asponline.com
Information Technology Association of American home page

http://www.itaa.org
Service and Support Professionals Association home page

http://www.supportgate.com
Network and Systems Professionals Association home page

http://www.naspa.com
ITAA code of ethical standards

http://www.itaa.org/itserv/ethics.htm
Association of Information Technology Professionals standards of conduct

http://www.aitp.org/organization/about/conduct/conduct.jsp

ComputerWorld 2003 IT salary survey


http://www.computerworld.com/careertopics/careers/salarysurvey2003/home.
Salary.com Web site wizard for industry salary data

http://www.salary.com
TechRepublic article on help desk morale and retention

http://techrepublic.com.com/5100-6269-5088913.html
Brainbench Web site offering free online certification exam

http://www.brainbench.com
CC News

http:// www.ccnews.com
Call Center Magazine

http://www.callcentermagazine.com
Certification Magazine

http://www.certmag.com
CIO Insight

http://www.cioinsight.com
Communications Convergence

http://www.cconvergence.com
Customer Inter@ctions

http://www.tmcnet.com/cis
SupportIndustry.com (via e-mail only)

http://www.supportindustry.com
Extensive list of computer trade publications

http://www.magazines.com/ncom/mag?subject=9


Chapter 8

Page Resource URL

Article on computer industry standards



http://www.tiscali.co.uk/reference/dictionaries/computers/data/f0000190.html
History of Computing Project information on hardware and software vendors

http://www.thocp.net
Open Directory Web site lists popular trade publications

http://dmoz.org/Business/Retail_Trade/News_and_Media518 Appendix 1

Page Resource URL

Google directory of business and trade publications



http://directory.google.com/Top/Business/Resources/News_and_Media/Magazines

List of e-zines targeted at the computer industry


http://www.ezine-dir.com/Computers
Computing Review product reviews Web site

http://www.computingreview.com/reviewscrx.aspx
InfoWorld product comparison Web site

http://www.infoworld.com/testcenter/tst_rev_hom.html

MacWorld product review Web site

http://www.macworld.com/reviews
MaximumPC product review Web site

http://www.maximumpc.com/ranking/rankings2.html
Network Computing product buyer’s guide Web site

http://www.networkcomputing.com/departments/buyersguides.html
PC Magazine product buying guides

http://www.pcmag.com/category2/0,4148,13,00.asp
PCWorld product review Web site

http://www.pcworld.com/reviews/index/0,00.asp
Smart Computing product review Web site

http://www.smartcomputing.com/editorial/productreview.asp?guid=xidt4kg0
Tom’s Hardware Guide Web site

http://www.tomshardware.com
ZDnet product review Web site

http://reviews-zdnet.com.com
PCWorld.com ratings of CD-RW drives

http://www.pcworld.com/reviews/article/0,aid,110332,00.asp
ZDnet ratings of LCD monitors

http://reviews-zdnet.com.com/4521-6529_16-1008543-4.html?tag=txt
CNET.com notebook buying guide

http://reviews.cnet.com/4520-3121_7-1016082-1.html?tag=cal
Search Engine Showdown comparison of Internet search engines

http://www.searchengineshowdown.com/features

PC Magazine article on software to write PDF files


http://www.pcmag.com/article2/0,4149,1190639,00.asp
PCWorld article comparing tax preparation software

http://www.pcworld.com/reviews/article/0,aid,108208,00.asp
Web site to run evaluation copies of software packages

http://www.runaware.com/list_alpha.jsp
PayChex Web site for payroll outsource services

http://www.paychex.com
Byte Magazine article on benchmarking

http://www.byte.com/bmark/bmark.htm
BAPCO Web site on benchmarks

http://www.bapco.com
PassMark Software Web site on reliability testing

http://www.passmark.com
SPEC Web site on benchmark tests

http://www.specbench.org
VeriTest Web site on benchmarks

http://www.etestinglabs.com/benchmarks/bwinstone/bwinstone.asp
Article illustrating weighted point method for selecting software and services

http://www.softwaremag.com/L.cfm?Doc=archive/2000aug/Selecting-a-Partner.html
Selection criteria used at UCLA

http://www.itpb.ucla.edu/Documents/2001/Jan/Matrix-ComputerPrinterSrvcsRFP.htm
Web site to download DecideRight software

http://www.pcworld.com/downloads/file_description/0,fid,3971,00.asp
RFP procedure manual for North Carolina State University

http://www.fis.ncsu.edu/materialsmgmt/purchasing/proposal.htm
Sample RFP for personal computers in St. Charles County, Missouri

http://www.win.org/county/bids/misequip.htm
RFP to develop a Web site for Shoreline, Washington

http://www.mrsc.org/RFPs/S55WebRFP.pdf(requires Adobe Reader)

Honolulu Community College list of product standards

http://www.hcc.hawaii/itc/recommend
“Acceptable Use of Computing Resources” at University of Oregon

http://cc.uoregon.edu/policy/index.html
Evaluator for Windows XP readiness

http://www.pcpitstop.com/xpready/xptests.asp
Microsoft Windows XP compatibility evaluator

http://www.microsoft.com/windowsxp/home/howtobuy/upgrading/checkcompat.asp
Bytemark benchmark utility download

http://www.byte.com/bmark/bmark.htm
Web site for System Analyzer benchmark utility

http://www.sysanalyser.com
Xmark benchmark utility download

http://www.dacris.com/bmarknet
Moocher Web site to download file splitter utilities

http://www.moochers.com/index.html?w95split.html
Online survey Web sites

http://www.surveymonkey.com

http://www.createsurvey.com
Information on how to write an RFP

http://www.webdevelopersjournal.com/columns/writerfp.html

http://www.internetraining.com/6art2.htm

http://www.esj.com/features/article.asp?EditorialsID=122
Example Web site design RFPs

http://www.ahrd.org/docs03/siteRFP.pdf

http://www.mrsc. org/rfps/C52rfpweb.pdf (requires Adobe Reader)

Chapter 9
Geary Rummler’s project feasibility guide

http://www.performancexpress.org/0304/images/Project_Feasibility_Guide.pdf (requires AdobeReader)

Microsoft Web site for Visio, a diagramming and planning tool

http://office.microsoft.com/home/office.aspx?assetid=FX01085798
Novagraph Web site for Chartist, a shareware diagramming tool

http://www.novagraph.com
End user training needs assessment Web site

http://adulted.about.com/cs/trngneedsasst
University of Minnesota Web site on project charters

http://www.extension.umn.edu/projects/mentor/plan/plan2.asp
Project charter template

http://www.ce.umn.edu/~smith/MOT8221/charterform.pdf (requires Adobe Reader)
Mind Tools Web site on costbenefits analysis

http://www.mindtools.com/pages/article/newTED_08.htm
Georgia Tech Web site on questionnaire design

http://www.cc.gatech.edu/classes/cs6751_97_winter/Topics/quest-design
Flowcharting Center tutorial on flowcharting

http://www.smartdraw.com/resources/centers/flowcharts
Texas A&M Web site on graphical tools, including H-I-P-O charts

http://acct.tamu.edu/smith/system_tools/systools.htm
Example of a prototyping tool for Web page design

http://guir.Berkeley.edu/projects/denim


Chapter 10
K-Log computer furniture vendor Web site

http://www.k-log.com
Explanation of advantages and disadvantages of ergonomic devices

http://www.office-ergo.com/pros&.htm
Heller’s guide to ergonomic furniture and accessories

http://www.worksiteinternational.com/downloads/excerpt.PDF (requires Adobe Reader)

BusinessWeek article on assistive devices by John M. Williams


http://www.businessweek.com/bwdaily/dnflash/dec1999/ nf91229c.htm
Ergoteam Web site on ergonomics

http://www.ergoteam.net/ergoinfo
Cornell University Web site on ergonomics

http://ergo.human.cornell.edu
CherryLand Electric Web site on surge suppressors

http://www.cherrylandelectric.com/memberprograms/surgeqa.cfm
EPA Web site on Halon gas fire suppression systems

http://www.epa.gov/Ozone/snap/fire/qa.html
HARC Web site on alternatives to Halon fire suppression systems

http://www.harc.org/index.html
Webopedia online computer glossary

http://webopedia.internet.com/Hardware
The PC Guide Web site on computer hardware components

http://www.pcguide.com
Publisher of PC Pocket Reference

http:// www.sisweb.com/books/pcrefer.htm
Microsoft Web site for testing compatibility of hardware

http://www.microsoft.com/whdc/hwtest/default.mspx
Lists of hardware devices compatible with Microsoft operating systems

http://www.microsoft.com/whdc/hcl/search.mspx

PC911 online tutorial on UPS systems



http://www.pcnineoneone.com/howto/ups1.html
The PC Guide Web site on UPS systems

http://www.pcguide.com/ref/power/ext/ups
D. E. Levine’s tutorial on UPSs

http://www.winplanet.com/winplanet/tutorials/3358/1
NIST Internet Time Service Web site

http://boulder.nist.gov/timefreq/service/its.htm

Chapter 11A1
Don Clark’s glossary of training terms

http://www.nwlink.com/~donclark/hrd/glossary.html

Canadian government Web site on learning styles

http://www.jobsetc.ca/content_pieces.jsp?category_id=325&lang=e
Diablo Valley College online survey on learning styles

http://www.metamath.com/lsweb/dvclearn.htm
Paragon Learning Style Inventory

http://www.oswego.edu/CandI/plsi/index.htm
Alice Christudason’s online article on peer learning

http://www.cdtl.nus.edu.sg/success/sl37.htm
OSHA guidelines for “Presenting Effective Presentations with Visual Aids”

http://www.osha.gov/doc/outreachtraining/htmlfiles/traintec.html
Example multimedia presentation on using Visual Basic with Excel

http://www.vtc.com/products/vb-excel.htm (requires QuickTime; available for download at http://www.apple.com/quicktime/download)
Example of a reference sheet for HTML

http://hotwired.lycos.com/webmonkey/reference/html_cheatsheet/index.html
Example of a reference sheet for UNIX operating system commands

http://www.washington.edu/computing/unix/ unixqr.html
Buyer’s guide for LCD and DLP projectors

http://www.projectorcentral.com/buyers_guide.cfm
University of Sydney tutorial “An Introduction to the World Wide Web”

http://www.usyd.edu.au/su/course
University of Idaho resources on the case study method

http://www.uidaho.edu/ag/agecon/391/casestudmeth.html
Web site on role playing

http://mentalhelp.net/psyhelp/chap13/chap13b.htm
Example of a Web-based training session at the DigitalThink Web site

http://www.digitalthink.com/els/samplers.html

Susan Heathfield’s article on trends in training and worker development

http://humanresources.about.com/library/weekly/aa011502a.htm
SCinc Web site on training programs for help desk agents

http://www.scinc.net
Chapter on “Polishing Your Presentation Skills” from Loretta Weiss-Morris’ book.

http://www.systemsliteracy.com/QTTBook-Chapter2.pdf (requires Adobe Reader)

A1

Mary Ann Richardson’s article, “Design Your Own Hands-On Tests to Get an Accurate Skills

Assessment”

http://techrepublic.com.com/5100-6317-5032079.html
Jeff Davis’ article, “Help Your Help Desk Analysts Become Technical Trainers”

http://techrepublic.com.com/5100-6263-1043810.html (includes link to download TechRepublic’s Technical Trainer’s Toolkit)
Karen Cangero’s article, “The Economics of Web-based Training”

http://techrepublic.com.com/5100-6317-5025200.html
Ann Margaret Kearney’s article, “Real-world Advice for the New Tech Trainer”

http://techrepublic.com.com/5100-6317-1033253.html
Ellen Birkett Morris’s article, “Tips for Developing a Trainer Evaluation Process”

http://techrepublic.com.com/5100-6317-5032065.html
J. Galimi and J. Furlonger’s article, “Critical Success Factors for Various Learning Methods”

http://techrepublic.com.com/5100-6317-5032121.html
Marsha Glick’s article, “Twelve Steps for Designing Effective Training Programs”

http://techrepublic.com.com/5100-6317-5032124.html

Sun Microsystems’ white paper on learning management systems

http://suned.sun.com/US/images/Edu_LMS_wp.pdf (requires Adobe Reader)
Ziiva vendor Web site resource on learning management systems

http://www.ziiva.com/lms.htm
University of Texas tutorial on copyrights

http://www.lib.utsystem.edu/copyright
Example WebCT learning management courses

http://www.webct.com/workbench/viewpage?name=workbench_goto

Soloman and Felder Web site questionnaire on the Index of Learning Styles



http://www2.ncsu.edu/unity/lockers/users/f/felder/public/ILSpage.html
Presentations

http://www.presentations.com
Syllabus

http://www.syllabus.com
T.H.E Journal

http://www.thejournal.com
Training

http:// www.trainingmag.com
Training & Development

http:// www.astd.org/astd/publications/td_magazine
Home page for TechRepublic E-newsletters

http://techrepublic.com.com

Chapter 12

URL

Pacific Northwest National Laboratory Web site about online newsletters



http://www.pnl.gov/er_news/stc/stc.htm
Mary Houten-Kemp’s e-mail etiquette Web site

http://everythingemail.net/email_help_tips.html
Web site with links to usernominated worst-of-the-Web sites

http://www.worstoftheweb.com
Hewlett-Packard online troubleshooting guide for DeskJet 682c inkjet printers

http://h20015.www2.hp.com/en/solveCategory.jhtml?reg=&lc=en&cc=us&prodId=dj682c&pagetype=solve

David A. McCurrey’s Austin Community College online technical writing textbook


http://www.io.com/~hcexres/tcm1603/acchtml/acctoc.htm
The Technical Writer’s Reference Page

http://www.angelfire.com/stars/techwriter
Example of a style sheet maintained by the English Teaching Forum

http://exchanges.state.gov/forum/stylesheet.htm

Paul Brians’ Washington State University check list of common mistakes in language use



http://www.wsu.edu/~brians/errors
Gene Myer’s Western Washington University list of writing errors to avoid

http://www.ac.wwu.edu/~gmyers/writeerr.html
Online version of Strunk and White’s Elements of Style

http://www.bartleby.com/141
Adobe FrameMaker Web site

http://www.adobe.com/products/framemaker/main.html
WebWorks Publisher home page

http://www.webworks.com
Doc-To-Help Web page

http://www.componentone.com/products.aspx?ProductCode=1&ProductID=6
RoboHelp Web site

http://www.ehelp.com/products/robohelp
PC Webopaedia online dictionary and glossary

http://www.pcwebopaedia.com
FOLDOC online dictionary

http://foldoc.doc.ic.ac.uk/foldoc/index.html
Rensselaer University Writing Center Web site with links to technical writing resources

http://webster.commnet.edu/writing/writing.htm

Chapter 13

Page Resource URL

Guardian Computer Support hardware repair services Web site



http://www.guardian-computer.com/home.html
NetworkClue.com Web site on electrical power problems and solutions

http://www.networkclue.com/hardware/power/index.php

Commercial Logic software trouble report form

http://www.cli-usa.com/powerpm/spr.htm
NLANR Web site on network performance monitoring

http://dast.nlanr.net/Guides/GettingStarted/Performance.html
Windows & .NET magazine article on network performance monitoring tools

http://www.winnetmag.com/WindowsServer2003/Index.cfm?ArticleID=37933
Links to network performance monitoring utility software

http://www.slac.stanford.edu/xorg/nmtf/nmtf-tools.html
Zone Labs Web site for firewall software

http://www.zonelabs.com

A1Page Resource URL

Sygate Web site for Personal Firewall



http://smb.sygate.com/products/spf_standard.htm
Microsoft Web site devoted to security of its products

http://www.microsoft.com/security
Microsoft MBSA security analyzer

http://www.microsoft.com/technet/security/tools/mbsahome.asp
Qualsys check for browser vulnerabilities

http://browsercheck.qualys.com
Symantec free Web-based virus checker

http://security.norton.com/default.asp?langid=us&venid=sym
Mirapoint Message Director software

http://www.mirapoint.com
Bryan Feltin’s article on biometrics

http://www.giac.org/practical/Bryan_Feltin_GSEC.doc (requires Microsoft Word or viewer)
Home page for SC Magazine devoted to security issues

http://www.scmagazine.com
Home page for SCO magazine, a resource for security executives

http://www.csoonline.com
University of Toronto disaster plan guidelines and check lists

http://www.utoronto.ca/security/drp.htm
Example of disaster contingency plan at University of Arkansas

http://www.uark.edu/staff/drp

University of Minnesota check list of workstation ergonomics

http://www.dehs.umn.edu/ergo/office/checklist.html
Trial version of Tally Systems software audit tool

http://www.tallysystems.com/forms/bsaoffer/signup.html
ISSP Web site on physical security and controls

http://www.infosyssec.org/infosyssec/physfac1.htm
NIST Web site with downloadable brochures on facilities management

http://csrc.nist.gov/publications/nistpubs
National Recycling Coalition of organizations that recycle and reuse computers

http://www.nrc-recycle.org/resources/electronics/search/getlisting.php
Wipe Drive utility Web site

http://www.whitecanyon.com/index.php

Darik’s Boot and Nuke disk cleaner utility program



http://dban.sourceforge.net
Information about Dell’s recycling program

http://www1.us.dell.com/content/topics/segtopic.aspx/dell_recycling?c=us&cs=19&l=en&s=dhs
Downloadable evaluation version of FileBack PC backup utility

http://www.maxoutput.com/FileBack
Downloadable trial version of WinBack backup utility

http://www.liutilities.com/products/winbackup
Dantz Web site on progressive backup advantages

http://www.dantz.com/docs/progressive_backups_brief.pdf (requires Adobe Reader)
Raxco white paper on media defragmentation

http://www.raxco.com/products/perfectdisk2k/whitepapers/defrag_tutorial.pdf (requires Adobe Reader)
Information on Diskeeper Lite defrag utility

http://www.boostware.com/hardware/harddisk/diskeeper_lite.html
Executive Software DKlite download site

http://www1.execsoft.com/dklite.exe

List of freeware and shareware disk cleanup utilities

http://www.thesoftwaredirectory.8m.com/utilities/disk_cleanup_tools.html
McAfee QuickClean disk cleanup utility

http://us.mcafee.com/root/product.asp?productid=qc3
Action Office Supplies Web site

http://www.actoff.com
Amazon.com Web site

http://www.amazon.com
Boise Cascade Office Products Web site

http://www.boiseoffice.com
Cheap Office Supplies Web site

http://www.cheapofficesupplies.com
Clean Sweep Supply Web site

http://www.cleansweepsupply.com/pages/category0003.html
eBay auction Web site

http://www.ebay.com
Global Computer Supplies Web site

http://www.globalcomputer.com
Keysan Web site

http://www.keysan.com/ksu0173.htm
Office Depot Web site

http://www.officedepot.com
OfficeMax Web site

http://www.officemax.com
PriceSCAN Web site

http://www.pricescan.com/0103.asp
Quill Web site

http://www.quillcorp.com
Staples Web site

http://www.staples.com
The PC Guide Web site on preventive maintenance of PCs

http://www.pcguide.com/care/pm.htm
A1 Computers Web site on preventive maintenance of PCs

http://a1computers.net/pm.htm
Clean Sweep Supply site for cleaning supplies

http://www.cleansweepsupply.com/pages/section0174.html

IBM white paper on computer viruses


http://www.research.ibm.com/antivirus
Symantec antivirus home page

http://www.symantec.com/nav/index.html
McAfee antivirus home page

http://us.mcafee.com/virusInfo/default.asp
F-Secure antivirus home page

http://www.f-secure.com/virus-info
Freebyte Web site with links to free, shareware, and commercial antivirus software

http://www.freebyte.com/antivirus
Symantec AntiVirus Center Web site on hoaxes

http://www.symantec.com/avcenter/hoax.html
Example of virus hoax

http://www.symantec.com/avcenter/venc/data/jdbgmgr.exe.file.hoax.html
Guide Star Web site on customer satisfaction surveys

http://www.guidestarco.com/customer-satisfaction-questionnaireshowto.htm
Web site to obtain “The User Friendly Office” flier

http://www.officeorganix.com/UserFriendlyOrder.htm
Cisco Web site on benefits and support problems with workers who telecommute

http://www.cisco.com/warp/public/779/smbiz/netsolutions/find/alice/telecommuting
Industry white paper on chargeback systems for use accounting

http://www.unisol.com/papers/chargeback.html#SECTION_1

Article on ethical issues in employee monitoring


http://www.scu.edu/ethics/publications/iie/v9n2/brother.html




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