Moving from training to teaching.
Proceedings of the 32nd Annual ACM SIGUCCS Conference on User Services 2004, 2004
Empowering staff: creation of a staff technology development center.
Proceedings of the 32nd Annual ACM SIGUCCS Conference on User Services 2004, 2004
Helpdesk.Drew.Edu: Home Growing a Helpdesk Solution Using Open-Source Technology.
Proceedings of the 28th annual ACM SIGUCCS conference on User services: Building the future, Richmond, Virginia, USA, October 29, 2000