Indiana Help Desk Professionals

Library

Send an IHDP Library Request to Mary Nixon.

Terms of Loan

• Materials can be reserved by sending an IHDP Library Request to Mary Nixon.
• Materials can be checked out at each monthly chapter meeting.
• Materials are due back at the next chapter meeting.
• Due to copyright restrictions, materials may not be copied!

Available Materials

Books (in Title Order)

• Neider, Julie. Basic Writing Skills for the Support Professional. Colorado Springs: Help Desk Institute, 2002.
• Last, Robert S. Best Practices for E-Mail and IM (Internet Messaging) Support. Colorado Springs: HDI, 2006.
• Bryant, Mitch. Bridging the Gap…to Your Customer. Colorado Springs: HDI, 2009.
• Dooley, Paul M. Building a Web Self-Service Portal: Keys to Success. Colorado Springs: HDI, 2007.
• Heuer, Joe. Business Daffynitions: Humor from the Workplace. Glendale, WI: Daffynitions Press, 2005.
• De Pree, Max. Called to Serve. Grand Rapids, MI: Wm. B. Eerdmans Publishing Co., 2001.
• Bailey, Keith and Karen Leland. Customer Service for Dummies. Foster City, CA: IDG Books Worldwide, Inc., 1995.
• Adams, Scott. Dilbert: Thriving on Vague Objectives. Kansas City: Andrews McMeel Publishing, 2005.
• McKennan, Jim. Disaster Recovery for the Help Desk. Colorado Springs: Help Desk Institute, 2003.
• Last, Robert S. The Executive’s Guide to Understanding Technical Support. Colorado Springs: HDI, 2005.
• Brigham, Ben. Get the Point: How to Write Policies, Procedures, and Tasks for Help Desks & Customer Support Centers. Colorado Springs: Help Desk Institute, 1999.
• Robert Half Technology. Glossary of Job Descriptions for Information Technology. Robert Half Technology, 2007.
• Help Desk Institute. Glossary of Terms. Colorado Springs: Help Desk Institute, 2001.
• HDI. HDI Support Center Standard: Best Practices for Service Management. Colorado Springs: HDI, 2008.
• Zawacki, Dr. Robert A. and Laura L. Zawacki. How to Give Meaningful Feedback to Increase Motivation and Productivity. Colorado Springs: Help Desk Institute, 1993.
• Libbey, Peggy and Robert Last. The Impact of the Sarbanes-Oxley Act of 2002 on the IT Service and Support Professions. Colorado Springs: HDI, 2004.
• Smikle, Joanne L. Inspiring Customer Loyalty: Energy, Enthusiasm, and Commitment. Colorado Springs: HDI, 2006.
• McCormack, Ade. The IT Value Stack: A Boardroom Guide to IT Leadership. West Sussex, England: John Wiley & Songs, Ltd., 2007.
• Russell, Lou. Leadership Learning Nuggets. Indianapolis, IN: Russell Marting Associates, 2008.
• Nelson, Bob and Peter Economy. Managing for Dummies. Foster City, CA: IDG Books Worldwide, Inc., 1996.
• Ball, Eugene, Ph.D. Managing Telephony within the Support Center. Colorado Springs: Help Desk Institute, 2002.
• Welsher, Lisa. Marketing Your Help Desk. Colorado Springs: Help Desk Institute, 2003. (2 copies)
• Help Desk Institute. Membership Guide. Colorado Springs: Help Desk Institute, 2003.
• Last, Robert S. Metrics Catalog Series: Volume 2: Understanding Cost per Contact by Communication Channels. Colorado Springs: HDI, 2005.
• Last, Robert S. Metrics Catalog Series: Volume 3: Calculating and Using Resolution Metrics. Colorado Springs: HDI, 2006.
• Last, Robert S. Metrics Catalog Series: Volume 4: Implementing the Balanced Scorecard for Technical Support. Colorado Springs: HDI, 2007.
• Last, Robert S. ed. The Metrics Reference Guide: A Reference Guide to the Balanced Scorecard Service Model. Colorado Springs: HDI, 2005.
• Zawacki, Dr. Robert A. and Laura L. Zawacki. Motivating and Managing Help Desk People. Colorado Springs: Help Desk Institute, 1992.
• Hand, Rich. My Life; Ignored! Life Is Too Short to Ignore Yours! Colorado Springs: HDI, 2007.
• Fry, Malcolm. Performance to Quality. Colorado Springs: Help Desk Institute, 2002.
• Hand, Rich. The Professional Association: Cultivating Leaders and Harnessing the Power of Community. Colorado Springs: HDI, 2008.
• Russell, Lou. Project Management Learning Nuggets. Indianapolis, IN: Russell Martin & Associates, 2008.
• Johnson, Jana, ed. Service and Support Handbook: The Help Desk Institute Guide to Help Desk Operations and Management. Colorado Springs: Help Desk Institute, 2002.
• Leopoldi, Rick and Vicky Howells. The Service Catalog. Colorado Springs: Help Desk Institute, 2004.
• Last, Robert S. The Sound of Quality: Best Practices in Call Monitoring. Colorado Springs: HDI, 2008. (2 copies)
• Bruce, Andy and Ken Langdon. Strategic Thinking. New York: Dorling Kindersley Publishing, Inc., 2000.
• The HDI Support Center Leadership Forum, et al. The Support Center in 2011: A Report on the Future Trends Facing the Support Industry. Colorado Springs: HDI, 2008.
• Last, Robert S. Techniques for Help Desk and Support Center Consolidation. Colorado Springs: HDI, 2006.
• Russell, Lou. 10 Steps to Successful Project Management. Alexandria, VA: ASTD Press, 2007.
• Gerbyshak, Phil. 10 Ways to Make It Great! InstantPublisher.com, 2007.
• Chimoff, Darien and Brandon Caudle. Top 10 Leadership Strategies to Build an Exceptional Team. Colorado Springs: HDI, 2008.
• HDI Training Department. Training & ROI: The Magic Bullet of Twenty-First Century Support. Colorado Springs: HDI, 2004.
• Bruno, Rae Ann. Translating IT Metrics into Business Benefits. Colorado Springs: HDI, 2007.
• Last, Robert S. Understanding the Business Value of Customer Service Skills in Technical Support. Colorado Springs: HDI, 2007.
• Smikle, Joanne L. Value-Driven Leadership: Emotional Intelligence in Practice. Colorado Springs: HDI, 2005.
• Heuer, Joe. The Wit and Wisdom of a Regular Joe: 101 Thoughts to Get You Thinking. Glendale, WI: Daffynitions Press, 2003.

Periodicals

• SupportWorld^SM. May/June 2003
• SupportWorld^SM. July/Aug 2003
• SupportWorld^SM. Sept/Oct 2003
• SupportWorld^SM. Nov/Dec 2003
• SupportWorld^SM. Sept/Oct 2006
• SupportWorld^SM. Jan/Feb 2007
• SupportWorld^SM. March/April 2007
• SupportWorld^SM. May/June 2007
• SupportWorld^SM. July/August 2007
• SupportWorld^SM. Sept/Oct 2007
• SupportWorld^SM. Nov/Dec 2007
• SupportWorld^SM. Jan/Feb 2008
• SupportWorld^SM. March/April 2008
• SupportWorld^SM. May/June 2008
• SupportWorld^SM. July/August 2008
• SupportWorld^SM. Jan/Feb 2009
• SupportWorld^SM. March/April 2009

Practices and Salary Surveys

• KFORCE Technology Staffing. 2009 Salary & Employment Guide. Tampa, FL, 2008.
• Robert Half Technology. 2008 Salary Guide. Menlo Park, CA: Robert Half Technology, 2007.
• Robert Half Technology. 2007 Salary Guide. Menlo Park, CA: Robert Half Technology, 2006. (2 copies)
• Help Desk Institute. 1998 Help Desk Salary Survey. Colorado Springs: Help Desk Institute, 1999.
• Help Desk Institute. Help Desk Institute 1999-2000 Best Practices Survey. Colorado Springs: Help Desk Institute, 2000.
• Help Desk Institute. Help Desk Institute 1999-2000 Salary Survey. Colorado Springs: Help Desk Institute, 2000.
• Help Desk Institute. Help Desk Institute 2001 Salary Survey. Colorado Springs: Help Desk Institute, 2001.
• Help Desk Institute. Help Desk Institute 2002 Salary Survey. Colorado Springs: Help Desk Institute, 2002.
• Help Desk Institute. Help Desk Institute 2003 Practices Survey. Colorado Springs: Help Desk Institute, 2003.
• HDI. HDI 2004 Salary Survey. Colorado Springs: HDI, 2004.
• HDI. HDI 2005 Practices and Salary Survey. Colorado Springs: HDI, 2006.
• HDI. HDI 2006 Practices and Salary Survey. Colorado Springs: HDI, 2007.
• HDI. HDI 2007 Practices and Salary Survey. Colorado Springs: HDI, 2007.

CDs

• HDI 2008 Annual Conference & Expo, Disk #1. Keynotes and Sessions 101-213.
• HDI 2008 Annual Conference & Expo, Disk #2. Sessions 301-413.
• HDI 2008 Annual Conference & Expo, Disk #3. Sessions 501-612.
• HDI 2008 Annual Conference & Expo, Disk #4. Sessions 701-813.
• HDI 2007 Annual Conference & Expo, Disk #1. Keynotes and Sessions 101-211.
• HDI 2007 Annual Conference & Expo, Disk #2. Sessions 212-409.
• HDI 2007 Annual Conference & Expo, Disk #3. Sessions 410-610.
• HDI 2007 Annual Conference & Expo, Disk #4. Sessions 611-810.
• Smith, Hyrum W. The Modern Gladiator: Increasing Productivity in the Digital Age. FranklinCovey.