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:
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://www.techweb.com/encyclopedia
Description of
http://www.intel.com/research/silicon/mooreslaw.htm
Timeline of GUI development
highlights
http://toastytech.com/guis/index.html
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
Chapter 2
American Staffing Association Web
Site
Information Technology Association
of
Robert Half Web site with salary
survey
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
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
http://online.onetcenter.org/gen_search_page
State of
http://hr.dop.wa.gov/lib/hrdr/specs/00000/03271.htm
http://www.ci.desmoines.ia.us/departments/HR/Job%20Descriptions/User%20Support%20Technician.htm
Computer Jobs
Just Help Desk Jobs
http://www.JustHelpDeskJobs.com
Monster.com
Dice.com
Occupational
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
Gateway Support
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
Online bookseller Barnes and Noble
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
Dogpile search engine
TechRepublic Web site for support professionals
About.com with connections to
support professionals
Cyber Tech Help
http://www.cybertechhelp.com/forums/index.php
List of Internet ListServs
Technical support provider Stream
International
http://www.stream.com/Stream.nsf
Expertcity GoToAssist
product
LapLink Gold Classic Web site
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
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
InformationWeek publication
http://www.informationweek.com
InfoWorld publication
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
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
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
Web site articles on problems with
Windows operating system and applications software
http://www.all-windows.com/index.html
Google search engine
Ask Jeeves
search engine
ZDnet product and troubleshooting Web
site
About.com moderated Web sites on
computer topics
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)
University of
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
Track-It! help desk
http://www.itsolutions.intuit.com/default.asp
Manage-IT! help
desk software
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
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
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
http://www.accd.edu/is2/support
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
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
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
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
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?
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
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
Help Desk 2000 home page for support
professionals
http://www.stiknowledge.com/helpdesk2000/index.asp
Association of Support Professionals
home page
Information Technology Association
of American home page
Service and Support Professionals
Association home page
Network and Systems Professionals
Association home page
ITAA code of ethical standards
http://www.itaa.org/itserv/ethics.htm
Association of
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
TechRepublic article on help desk morale and
retention
http://techrepublic.com.com/5100-6269-5088913.html
Brainbench Web site offering free online
certification exam
CC News
http:// www.ccnews.com
http://www.callcentermagazine.com
Certification Magazine
CIO Insight
Communications Convergence
Customer Inter@ctions
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
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
ZDnet product review Web site
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
Byte Magazine article on benchmarking
http://www.byte.com/bmark/bmark.htm
BAPCO Web site on benchmarks
PassMark Software Web site on reliability
testing
http://www.passmark.com
SPEC Web site on benchmark tests
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
http://www.fis.ncsu.edu/materialsmgmt/purchasing/proposal.htm
Sample RFP for personal computers in
http://www.win.org/county/bids/misequip.htm
RFP to develop a Web site for
Shoreline,
http://www.mrsc.org/RFPs/S55WebRFP.pdf (requires
Adobe Reader)
http://www.hcc.hawaii/itc/recommend
“Acceptable Use of Computing
Resources” at
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
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
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
End user training needs assessment
Web site
http://adulted.about.com/cs/trngneedsasst
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
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
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
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
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
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
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
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.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
Syllabus
T.H.E Journal
Training
http:// www.trainingmag.com
Training & Development
http:// www.astd.org/astd/publications/td_magazine
Home page for TechRepublic
E-newsletters
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
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
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’
http://www.wsu.edu/~brians/errors
Gene Myer’s
http://www.ac.wwu.edu/~gmyers/writeerr.html
Online version of Strunk and White’s Elements of Style
Adobe FrameMaker
Web site
http://www.adobe.com/products/framemaker/main.html
WebWorks Publisher home page
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
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
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.giac.org/practical/Bryan_Feltin_GSEC.doc
(requires Microsoft Word or viewer)
Home page for SC Magazine devoted
to security issues
Home page for SCO magazine, a
resource for security executives
http://www.utoronto.ca/security/drp.htm
Example of disaster contingency plan
at
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
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
Amazon.com Web site
Boise Cascade Office Products Web
site
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
Global Computer Supplies Web site
Keysan Web site
http://www.keysan.com/ksu0173.htm
Office Depot Web site
OfficeMax Web site
PriceSCAN Web site
http://www.pricescan.com/0103.asp
Quill Web site
Staples Web site
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
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