| Blog entry | EDUCAUSE 2008 Midwest Regional Conference Think Stops | Blogs | 2008 | 113 |
| Library Item | Connecting with Students: New Tactics to Improve Communication | Presentations/Speeches | 2008 | 296 |
| Library Item | Marketing on a Shoestring: A Case Study | Presentations/Speeches | 2008 | 121 |
| Library Item | No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals | Presentations/Speeches | 2007 | 302 |
| Library Item | Relationship Management: Stronger Partnerships to Inform IT Planning | Presentations/Speeches | 2007 | 390 |
| Library Item | ResNet 2007 Program Proceedings | Presentations/Speeches | 2007 | 1159 |
| Library Item | IT Is an Adventure! Using Effective Campus Communications to Sell the Ride | Presentations/Speeches | 2007 | 2027 |
| Library Item | Establishing a Project Management Office | Presentations/Speeches | 2007 | 4289 |
| Library Item | Managing Projects Means Managing Mayhem: A Short Course in Leading Successful Projects | Presentations/Speeches | 2007 | 2118 |
| Library Item | The Smell of the Greasepaint, the Roar of the Customer | Presentations/Speeches | 2007 | 1377 |
| Library Item | User-Centered Design in IT: The Low-Hanging Fruit | Presentations/Speeches | 2007 | 1464 |
| Library Item | Compartments, Customers, or Convergence? | Articles, Papers, and Reports | 2007 | 4908 |
| Library Item | Why Services Matter: Building Your Value Story and Business Case | Presentations/Speeches | 2007 | 1559 |
| Library Item | Development Environments Through Server Virtualization | Presentations/Speeches | 2007 | 1432 |
| Library Item | Proving Better Service Though Innovation and Partnerships | Presentations/Speeches | 2007 | 1499 |
| Library Item | Effective Tools to Manage a Diverse IT Department | Presentations/Speeches | 2007 | 2124 |
| Library Item | Supporting Academic Needs: A Strategic Customer Care/Sustainable Support Model | Presentations/Speeches | 2007 | 1613 |
| Library Item | IT Help Desk Management | Surveys | 2007 | 2639 |
| Library Item | Higher Education TechQual | Tools | 2006 | 1383 |
| Library Item | Using Sound Bites to Support IT | Presentations/Speeches | 2006 | 1573 |
| Library Item | Decentralizing Support Services: It's All About Relationships | Presentations/Speeches | 2006 | 1737 |
| Blog entry | EDUCAUSE Enterprise 2006. Summary: IT Providers and Customers: Where You Stand Depends on Where You Sit | Blogs | 2006 | 3583 |
| Library Item | IT Providers and Customers: Where You Stand Depends on Where You Sit | Presentations/Speeches | 2006 | 1944 |
| Library Item | An Architecture for Evolving IT Customer Service | Presentations/Speeches | 2006 | 1882 |
| Library Item | Rise Above the Difficult Customer: Serving While Earning Respect | Presentations/Speeches | 2006 | 1907 |
| Library Item | Vision, Data, and Analysis: An Administrative Structure for Decision Making | Articles, Papers, and Reports | 2006 | 3429 |
| Library Item | Doing More with Less: Finding Solutions That Don't Cost a Bundle | Presentations/Speeches | 2006 | 2150 |
| Blog entry | E2005 Podcast: Listening to the Client: Connecting IT and the Academy | Blogs | 2006 | 3086 |
| Library Item | Good Fences Make Good Neighbors | Presentations/Speeches | 2006 | 2069 |
| Library Item | Increasing IT Value for Customers: A Challenge for Higher Education | Articles, Papers, and Reports | 2006 | 4533 |
| Blog entry | E2005 Podcast: Transformation of Help Desk Services at Rutgers University | Blogs | 2006 | 3181 |
| Library Item | Listening to the Client: Connecting IT and the Academy | Presentations/Speeches | 2005 | 2131 |
| Library Item | From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University | Presentations/Speeches | 2005 | 2433 |
| Library Item | On Taking Our Own Medicine | Articles, Papers, and Reports | 2005 | 2088 |
| Library Item | The Enterprise Compass | Articles, Papers, and Reports | 2005 | 3067 |
| Library Item | An Architecture for Evolving IT Customer Service | Articles, Papers, and Reports | 2005 | 4868 |
| Library Item | Ask TOM: Managing Campus Information Delivery via Online Self Help | Presentations/Speeches | 2005 | 2183 |
| Library Item | Iowa State University’s Business and Finance Division Project Evaluation and Implementation Methodology | Articles, Papers, and Reports | 2005 | 2905 |
| Library Item | Shifting Paradigm in Higher Ed IT Orgs: Partners in the Academic Enterprise | Articles, Papers, and Reports | 2004 | 3794 |
| Library Item | Customer-Centered IT Support: Foundations, Principles, and Systems | Articles, Papers, and Reports | 2004 | 5812 |
| Library Item | Culture Change: What IT Takes to Create a Quality Customer Service Environment | Presentations/Speeches | 2004 | 3370 |
| Library Item | Reengineering Web Application Design: Customers in Charge | Presentations/Speeches | 2004 | 3376 |
| Library Item | Standards, Services, and Excitement | Presentations/Speeches | 2004 | 3991 |
| Library Item | A Customer-Oriented Approach to IT Decision Making | Presentations/Speeches | 2003 | 4416 |
| Library Item | Instant Messaging Interactive Agents: Responding to Student Queries "Naturally" | Presentations/Speeches | 2003 | 4318 |
| Library Item | Relationship Management in Higher Education Information Technology | Articles, Papers, and Reports | 2003 | 7015 |
| Library Item | The ERP Dilemma: "Plain Vanilla" Versus Customer Satisfaction | Articles, Papers, and Reports | 2003 | 5316 |
| Library Item | The Freedom of "Yes" - A personal View of Service | Articles, Papers, and Reports | 2002 | 4446 |
| Library Item | Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable | Articles, Papers, and Reports | Presentations/Speeches | 2001 | 5705 |
| Library Item | Improving Service Quality with Benchmarks | Articles, Papers, and Reports | 2001 | 4697 |
