Computer User Support textbook companion website
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    • CUS6e Ch12A links Pg 544-574
    • CUS6e Ch12B Links Pg 575-590
    • CUS5e Ch12C Links Pg 591-612
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Additional Resources (by chapter)

Listed below are examples of Web resources to supplement the resources described in the text.  Readers who discover other useful learning or support resources are invited to nominate their favorites by sending an email to the author using the form on the Contact the Author page.

1.    Introduction to Computer User Support

Article: 
Where will  the IT jobs be in 2010
Article:  TCO: New research finds Macs in the enterprise  easier, cheaper to manage than Windows PCs
Article:  Top  10 skills  in demand in 2010
Article:  Outsourcing picks up for smaller  enterprises
Article:
Ten biggest  moments in IT history
Article: Should  you outsource or keep IT in-house?
Article: Where the  tech jobs are now

2.   Customer Service Skills for User Support Agents

Note: Snopes.com report on call from  user (funny,but not  exactly true)
Web site: Where's the Any  key?  (Website collection of funny help desk incidents)
Article: Apple tops PC customer satisfaction survey
Article: Ten things you  shouldn't do when working with an upset customer
Article: How to deal with  difficult clients
 
3.   Skills for Troubleshooting  Computer Problems
       (this is Chapter 4 in the 5th edition)
 
Article: Troubleshoot Windows problems remotely
Article: Microsoft adds repair shop to Windows
Article: Five remote support mistakes that make users hate  IT
Article: Run  your PC from afar  (remote access)
 
4.   Common Support Problems
      (this is Chapter 5 in the 5th edition)
 
Article:  Ten really dumb mistakes to  avoid in  the field
Article:  How to troubleshoot a  computer problem

5.   Help Desk Operation
      (this is Chapter 6 in the 5th edition)
  
Article: Five ways to flub customer service
Article: Ten ways to make desktop visits more effective
Article:  Mastering the seven phases of a service call
 
6.   User Support Management
      (this is Chapter 7 in the 5th edition)
 
Article:  What's up in the  technical support industry?
Article: The redefinition of customer support
Article:  Ten+ interview questions  that will help reveal a candidate's true qualities
 
7.   Product Evaluation Strategies and Support Standards
      (this is Chapter 8 in the 5th edition)
 
Web site: Laptop Buyer's Guide

8.   User Needs Assessment Projects
       (this is Chapter 9 in the 5th edition)
 
Article: Tips on project management  software

9.   Installing and Managing End-User Computers
      (this is Chapter 10 in the 5th edition)
 
Web site: US Federal government site on securityissues  and tools
Article: Ten things to remember when  upgrading servers
Web site: Accessibility: A Guide for Educators  (and trainers)
Article: Is your service bench static  safe?
Article: Items to address with a PC tune-up

10.  Training Computer Users
       (this is Chapter 11 in the 5th edition)

Web site: Sample online learning module on Java programming (Uses  Moodle)
Web site: Free applications software reference guides
Web site: Microsoft accessibility tutorials

11.  Writing for End Users
       (this is Chapter 3 in the 5th edition)


Manual:  Apple Publications Style  Guide  (PDF)
Web site:  Online technical writing:  UserGuides

12. A User Support Utility Tool Kit

 Utility tool: SpeedTest.net  (Internet speed  tester)
Utility tool: CPUID  (system information tool)
Utility tool: Tweak features in Windows  Vista and Win 7
Utility  tool: Glarysoft Absolute Uninstaller
Utility tool: Windows product key finder
Article: Ten obscure anti-virus tools  worth checking out
Utility  tool: DriveImage  XML  (data backup and disk  imaging)
Article: Obscure Win7 tools can save  you time and trouble
Article: Ten ways to detect computer malware


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