| Library Item | Hiring, Training, and Retaining Help Desk and ResNet Student Staff | Presentations/Speeches | 2008 | 95 |
| Library Item | Delivering End-User Training in Less Time, with Fewer Resources | Presentations/Speeches | 2008 | 111 |
| Library Item | How to Make Support Easier Through Effective Training | Presentations/Speeches | 2008 | 72 |
| Library Item | No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals | Presentations/Speeches | 2007 | 310 |
| Library Item | System Administrator Group in a Distributed Support Environment | Effective Practices | 2007 | 1206 |
| Library Item | Building a Training Network: the Technology Liaison Program at Washington and Lee University | Effective Practices | 2007 | 1080 |
| Library Item | One Size Does Not Fit All: Two Models for Support and Training | Articles, Papers, and Reports | 2001 | 4763 |
| Library Item | Answering the Call of the Web | Articles, Papers, and Reports | 2000 | 3923 |
