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”
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 Directory: resource uploads -> downloads downloads -> Chapter 19 Chapter Outline downloads -> Chapter 1 Practice Quiz Introducing the Economic Way of Thinking downloads -> Bltc-8e Case Problem with Sample Answer Chapter 30: Partnerships 20. 5 Case Problem with Sample Answer downloads -> Cross-7e: Case Problem with Sample Answer downloads -> Atmospheric circulation downloads -> September 3, 2007 downloads -> August 30 2009 Website Update downloads -> Chapter 3 exercises downloads -> Review Sheet: Chapt. 1: The Moral Point of View Moral concerns are unavoidable in life. 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