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
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