Reducing the budget on state of the art computing -- Interviewing teams or how to hire the perfect boss -- Crime and punishment in cyberspace: dealing with law enforcement and the courts -- Maintaining pedagogy white implementing new technology: the ICONS Project -- Of teams and white papers: do working groups work? -- Technology training partnerships-University of Pittsburgh, Pittsburgh City Schools and Community College of Allegheny County -- Computer use and vision -- Help desk prescription-curing Ills with a dose and marketing -- Students at the Center of the Universe-Fostering a student focused, student guided, comprehensive service -- Creating the customer service team: an ongoing process -- Focus on service-departmental web site reorganization -- Schmoozing at the home office: reflections on telecommuting and flexible work arrangements for IT professionals -- Implementing service standards to manage client expectations -- Administration of campus computing labs and faculty desktops -- Mr.Rogers meets technology: technology service neighborhoods in the IU School of Education -- Enterprise wide electronic mail using IMAP -- Building community and distributed support services at Cornell University -- Small staff coping with technology replacement, year one -- Outsourcing a PC Reseller Center and hardware maintaince services -- Searching for the needle of information in the Haystack of computing web pages -- Who's got the key" -- Introducing a client community to a non-Microsoft product -- E-mail rollout: migrating from cc:Mail to Netscape Internet based e-mail -- Finally realizing our vision: easy access to instructor-led classroom materials -- Faculty support: A 4-way perspective -- Regional conferences that work (a good way to get out of the office foe a day) -- Getting our act together: human and technological factors in establishing an online knowledge base -- Training undergraduates to support technology in the classroom -- Using the web to train emplyees -- Teaching with technology takes teamwork, tools and talent -- Training help desk studentsL the never ending task -- Transformation of IT support at the University of Colarado at Boulder -- Cooperative mode of organization for social science computing -- Student employees-how to make a constantly changing workforce your successful backbone -- Student helpDesk: student information technology support at Georgetown University -- Usability testing: a quick, cheap, and effective method -- Maintaining balance: mile-high expectations vs. technostress -- Bridging worlds: the IT support professional as interpreter between cultures -- Helping Macintosh refugees into a Windows world -- Implementing the Microsoft Office user specialist program -- Home growing help desk software -- Implementing a 24-hour desk at the University of Pittsburgh -- It takes a team to move a mountain: migrating to desktop client e-mail -- Docshare: a collaboration that works-and saves work -- Overhauling trouble ticket categories -- Revamping "Computing at Cornell": Creative collaborations for web site redesign -- Student career ladder -- Backstage at the helpdesk -- Training for wider audience: helping more of the people more of the time -- Facilitating Netscape in a public PC lab for a mobile student population -- Self-paced training 2000: options, options, options -- Education technology services: information is power -- Agents for electronic markets as performing actors -- Managing your training from registration through attendance statistics -- Designing accessible web pages: a primer -- Statistical approach to lab management or how to add finesse to managing labs

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