Knowledgebase

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Tools and Technology



Reports
Managing Emerging Technologies (2005)
A poll of 131 support managers reveals which new technologies they've actually adopted or are currently researching.

Experts
Indicates complimentary Open House Hours

Mikael Blaisdell
Principal
Mikael Blaisdell & Associates
510/865-4515
Email
Website
Kristin Robertson
KR Consulting
Email
Website
Colin Taylor
Chairman & CEO
The Taylor Reach Group
Fran├žoise  Tourniaire
Principal
FT Works
Email
Website

Library
On Using Animation as a Web Support Tool (Ed Hurry and John Powle)
For hard-to-explain concepts like Boolean logic, the best e-learning tool may be simple animation.
Helping the Help Desk: Screen-Recording Software Makes Support Jobs Faster (Carla Wardin)
With screen recording tools, you can record videos of on-screen activity from any application.
Should you upgrade your support tools? (Fran├žoise Tourniaire)
Before you spend more money on technology, look closely at process and implementation issues.

Useful Links
ICMI
Directory of "approved vendors."