Review of PC Magazine Windows XP Solutions (Paperback)

I've had the book for a couple of weeks now, and I keep learning new tricks.Most recently the book taught me how to create screen capture movies that I can e-mail to others.I'm using this trick mostly to create "here's how you do this" videos for my parents, which is a lot easier than trying to talk them through the computer challenge du jour over the phone.

Probably the next most useful sections of the book for me have been the parts covering User Profile managment.I've never found those tasks to be intuitive in WinXP, and the book does a great job of showing me how I can finally get some benefit out of Profiles, rather than the headaches they've been giving me since I got WinXP.

The book has other chapters on these topics, too:
*Working With Digital Cameras
*Making Videos
*Recording & Ripping Music
*Remote Control of Windows XP via the internet
*Using Windows XP as an Internet Server

Plus, of course, chapters on security, backups, installing hardware/software, and the other sorts of topics you'd expect from PC Magazine.

Product Description
* The practical, proven solutions Windows XP users have been looking for-from the source trusted by more than six million readers worldwide, PC Magazine
* Written like the magazine's popular "Solutions" feature, the book helps experienced Windows users work faster and smarter by customizing the interface, circumventing annoying features, and fixing common glitches
* Topics covered range from building a better Start Button and Task Bar, eliminating the new program notification on the Start menu, and cleaning up the Registry after an uninstall to safely removing old drivers, using the recover console after a crash, and dealing with DSL and other broadband connection problems
* Well written and organized for easy reference, the book shows the sixty-seven million Windows XP users how to save time and frustration-and make their PCs work the way they want them to

From the Back Cover
In the event of system failure

Sometimes a Windows XP installation can fail to the point where you can do nothing to save it. You have a number of options open to you, such as attempting to repair the installation and, at the other extreme, reformatting all your hard drives and starting over. However, often the easiest approach is to install a fresh instance of Windows XP on a new hard disk partition and then work from the new installation to recover data from the old installation.
--From Chapter 11, Locating and Migrating User Data

They say there's a solution to everything. When it comes to Windows XP, PC Magazine knows 'em all

Ever wish they'd consulted you before they designed Windows XP? Sure, it's a great system, but there's this one feature that makes you crazy. Or that annoying problem that keeps occurring. Well, you can rely on Neil Randall and your friends at PC Magazine to correct that oversight. Here's the complete compendium of solutions to the things that bug you, threaten your security, slow you down, or other-wise prevent Windows XP from achieving perfection.

You can redesign Windows XP

• Create the interface that works for you
• Tweak your taskbar and control your folders
• Remove the stuff that gets in your way
• Install what you want; dump what you don't
• Unlock hidden settings in Media Player
• Use Group Policy Editor to change the way users interact with their PCs
• Reinstall Windows without losing important files
• Lock it down with the Encrypting File System
• Find helpful features hidden in Outlook Express
• Dig into the Registry to remove every last trace of spyware

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Review of PC Magazine Windows XP Solutions (Paperback)

I've had the book for a couple of weeks now, and I keep learning new tricks.Most recently the book taught me how to create screen capture movies that I can e-mail to others.I'm using this trick mostly to create "here's how you do this" videos for my parents, which is a lot easier than trying to talk them through the computer challenge du jour over the phone.

Probably the next most useful sections of the book for me have been the parts covering User Profile managment.I've never found those tasks to be intuitive in WinXP, and the book does a great job of showing me how I can finally get some benefit out of Profiles, rather than the headaches they've been giving me since I got WinXP.

The book has other chapters on these topics, too:
*Working With Digital Cameras
*Making Videos
*Recording & Ripping Music
*Remote Control of Windows XP via the internet
*Using Windows XP as an Internet Server

Plus, of course, chapters on security, backups, installing hardware/software, and the other sorts of topics you'd expect from PC Magazine.

Product Description
* The practical, proven solutions Windows XP users have been looking for-from the source trusted by more than six million readers worldwide, PC Magazine
* Written like the magazine's popular "Solutions" feature, the book helps experienced Windows users work faster and smarter by customizing the interface, circumventing annoying features, and fixing common glitches
* Topics covered range from building a better Start Button and Task Bar, eliminating the new program notification on the Start menu, and cleaning up the Registry after an uninstall to safely removing old drivers, using the recover console after a crash, and dealing with DSL and other broadband connection problems
* Well written and organized for easy reference, the book shows the sixty-seven million Windows XP users how to save time and frustration-and make their PCs work the way they want them to

From the Back Cover
In the event of system failure

Sometimes a Windows XP installation can fail to the point where you can do nothing to save it. You have a number of options open to you, such as attempting to repair the installation and, at the other extreme, reformatting all your hard drives and starting over. However, often the easiest approach is to install a fresh instance of Windows XP on a new hard disk partition and then work from the new installation to recover data from the old installation.
--From Chapter 11, Locating and Migrating User Data

They say there's a solution to everything. When it comes to Windows XP, PC Magazine knows 'em all

Ever wish they'd consulted you before they designed Windows XP? Sure, it's a great system, but there's this one feature that makes you crazy. Or that annoying problem that keeps occurring. Well, you can rely on Neil Randall and your friends at PC Magazine to correct that oversight. Here's the complete compendium of solutions to the things that bug you, threaten your security, slow you down, or other-wise prevent Windows XP from achieving perfection.

You can redesign Windows XP

• Create the interface that works for you
• Tweak your taskbar and control your folders
• Remove the stuff that gets in your way
• Install what you want; dump what you don't
• Unlock hidden settings in Media Player
• Use Group Policy Editor to change the way users interact with their PCs
• Reinstall Windows without losing important files
• Lock it down with the Encrypting File System
• Find helpful features hidden in Outlook Express
• Dig into the Registry to remove every last trace of spyware

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Review of Online Investing Bible (Bible (Wiley)) [ILLUSTRATED] (Paperback)

This fine (and fat) book is just the thing for people who currently trade online or those who are considering it. It provides a nice assortment of screen shots of useful sites to become familiar with and concludes each chapter with a concise summary in list format. The book is 823 pages long but still doesn't go far enough on specialist topics. But this book is a comprehensive and carefully constructed primer on the entire waterfront from Stocks to Bonds to Mutual Funds and of course to the particulars and precautions of setting up an account, making trades, gathering timely information etc. I like that it doesn't take an AOL-centric point of view because that would be too limiting. If you are interested in Online Investing, buy this book and supplement it with a subscription to "Online Investing" magazine (monthly) which would bring you up to date on new developments and also cover special topics with more depth.

Product Description
Online investing is a hot topic right now, but it's easy to get in over your head quickly without enough know-how in this volatile market. The Online Investing Bible will demystify the basics of online trading for newbies, while helping more seasoned investors expand their portfolios using advanced tracking and investing techniques. Starting out with guidelines for planning your investment strategy, this book covers everything you need to know to invest wisely in this bull market. From stocks and bonds to futures and IPOs, no investor should log on without this book at their side.

From the Back Cover
The only guide to online investing you'll ever need … Online investing gives you access to an arsenal of investment resources - resources that used to be available only to brokers and other money management professionals. This comprehensive guide shows you how to make the most of these online tools, from research and analysis services to real-time portfolio tracking. Packed with savvy investment advice and nuts-and-bolts Internet know-how, this is the only guide you'll ever need to build your nest egg online, whether you're a rookie investor or a veteran online trader.

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Review of Red Hat Linux 7.1 Bible (Paperback)

I found this book to be pretty much a rerun of previous editions. The primary reason I bought this "Linux 7.1 Bible" is that by the name I thought it would cover this Linux release including all new additions. The main thing I was looking for was a good explantion of iptables and how to correctly use them since this is supposed to replace ipchains and be much more powerful. What I found was the author mentions that iptables is the newest firewall configuration tool and is to replace ipchains and here's the website for the How To (which I had already visited) and in this book we'll explain once again how to setup ipchains (which he just said was being replaced). If you don't have other books on installing and setting up previous versions of Linux this book might do, but if you want information on the new additions to the 7.x versions don't waste your money like I did.

Product Description
Whether you're a Linux newbie looking for goof-proof installation tips or a Red Hat veteran who wants the scoop on the latest networking, desktop, and server enhancements, this authoritative guide delivers all the information you need to make the most of Red Hat Linux 7.1. From customizing a desktop system to troubleshooting a network or setting up a Web server, it's the only reference you'll ever need to become a Red Hat Linux pro. Inside, you'll find complete coverage of Red Hat Linux
* Take advantage of expert tips for fast, painless installation
* Learn your way around the Linux shell, file system, and X Window system
* Master Linux administration, from automating system tasks to locking in security
* Discover how easy it is to set up a LAN and connect to the Internet
* Find expert help on tracking down and fixing typical network problems
* Get the scoop on configuring servers, from Web and print servers to e-mail and FTP servers
Red Hat Linux 7.1 on three CD-ROMs
* GNOME and KDE
* Apache Web Server
* New Linux 2.* Read or download all-new chapters and articles
* Access a searchable online version of the book
Site content available only to owners of this book. See the last page for details.A minimum of 800MB free hard drive space (2.4GB recommended). At least 16MB RAM (32MB recommended).

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Review of Complete Guide to Internet Publicity: Creating and Launching Successful Online Campaigns (Paperback)

Steve O'Keefe's first book, Publicity on the Internet, changed the way people in public relations and marketing, particularly those in the publishing industry, publicized and promoted books, companies, products, services and other endeavors on the World Wide Web.For the first time, someone had outlined -- in great detail and with remarkable candor -- what we had to do to take advantage of the Internet's innumerable opportunities for getting "talked about" in cyberspace and, by extension, in our offices, living rooms and places of play.In his new book, Complete Guide to Internet Publicity -- a complete overhaul of his earlier work -- Steve goes several steps further and makes the art of Internet publicity almost a no-brainer for professionals and non-professionals alike.With a host of specific case examples, he tells us how to harness the power of online news rooms, discussion groups, newsletters, chat tours, online seminars, contests and what he calls "syndication" (a great concept unto itself) to develop positive publicity far beyond what most of us could achieve or afford with traditional public relations or direct mail marketing, as important and impressive as these approaches can be in certain circumstances.But the book is far more than a collection of tactics.Most important, it is salted with expert advice and counsel on how to use the Internet wisely.Steve is a practitioner of what he describes, but he is also a teacher who cares about the values of his readers.He wants us to succeed credibly and accountably with our publicity initiatives, not at all costs.Philosophically, he reverses the old maxim, "the end justifies the means."Like Camus, he thinks "the means justify the end."Still and all, the book is a wonderfully practical primer that helps us to concentrate on creativity and substance in generating the kind of publicity that we only dreamed of a few years back.The book is also well-organized, well-written and well-edited, three qualities that make it not only easy to read, but easy to grasp and easy to translate into action. If there is a "best" book on Internet publicity, this has to be the choice hands down.

Product Description
Strategies for grabbing-and holding-an audience's attention online
The definitive resource for PR and marketing professionals, this sequel to Steve O'Keefe's best-selling classic Publicity on the Internet (0-471-16175-6) provides detailed, how-to instructions on planning, designing, implementing, troubleshooting, and measuring the results of online campaigns. Throughout the book, the author enlivens his coverage with inspiring and instructive vignettes and case studies of successful campaigns. Steve O'Keefe covers everything the reader will need to get up to speed on search engine optimization, newsletters, news rooms, e-mail marketing, e-mail merge software, syndication and affiliate programs, and building in-house publicity operations.
Companion Web site features customizable Word and HTML templates, weekly live discussions groups, and valuable resource listings.

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Review of Advanced Palm Programming: Developing Real-World Applications (With CD-ROM) (Paperback)

Frequent questions I encounter while developing for the Palm platform include, how do I work with floating point numbers? How do I do graphics? How do I add an appointment or address book entry into the Palm database?If you've gone past the basics of Palm programming and have these kinds of questions, "Advanced Palm Programming" is for you.

For example, when I wrote a calculator program, I wish I had the chapter on floating point conversion and formatting. The PalmOS is designed to be compact and efficient and therefore, doesn't support floating point very well.Mann and Rischpater present routines with 15 digit precision, localization, and left and right alignment.

Regarding graphics, the authors discuss bitmaps, and panning and zooming techniques.If you're looking for sample video games, you'll have to look elsewhere.The authors frame their discussion with mapping software.

The chapter on reading from and writing to Palm's native databases (address, datebook, todo, memo) is interesting.While some developers have done this by studying Palm's source code (like myself), the authors offer an alternative API they call a property interface.This API hides the internal details, simplifies the task, and generally saves time.If Palm changes the underlying database schema, the API will isolate those changes and prevent your code from breaking.But you will have to depend on the authors to update their API, or know enough of the internals to update it yourself.I haven't worked with the API enough to render a verdict.There is one other way to write to Palm's address, datebook, and todo database that the authors did not mention: use the vCalendar and vCard format.These public formats, however, are no help when it comes to reading the databases.

The book covers many other advanced topics so be sure to check out the table of contents. Most of the examples require Palm OS 3.1, Codewarrior 6, and the Palm SDK 3.5.Unix and the gcc toolchain are not used in this book.Nevertheless, the writing is clear, as are the examples, so developers on Unix can still benefit.

Product Description
Graduate to the next level of Palm programming

Advanced Palm™ Programming Professional Developer's Guide

If you've been looking for an expert guide to Palm programming that goes beyond the basics, here it is. This book shows you how to create real-world applications that will put you at the forefront of development for the most rapidly growing OS in handheld computing. Pioneering Palm software developers Mann and Rischpater walk you through the source code for their programming examples, teaching you both about algorithms that solve problems specific to the Palm OS and more general purpose application-level programs. In stand-alone chapters designed for easy reference, they provide:

• A practical modest-precision trigonometric library
• Routines for floating-point data entry, formatting, and conversion
• An application to create Palm database (PDB) files on the desktop
• Map display applications with rich graphics support
• Simple yet powerful global searching techniques for Palm devices
• Guidance for building a transport-independent communications API
• Solutions for quickly accessing records in large databases
• Debugging techniques for the Palm OS

The CD-ROM contains complete source code for all the programming samples in the book.

Professional Developer's Guides The Professional Developer's Guide series provides the first in-depth look at recent or emerging programming technologies. Experienced programmers and developers will find comprehensive coverage of new programming standards as well as code, sample programs, developer's tools, and applications that will make learning a new programming language much easier.

About the Author
STEVE MANN, bestselling author of Programming Applications with WAP (Wiley), is President of Creative Digital Publishing, a leading provider of technical information and software for the handheld and mobile computing industries. Mann released the first freeware application for Palm and is the creator of the most widely distributed Palm travel application, WorldFAQ .™ He is also the former publisher and editor of Handheld Systems magazine. RAY RISCHPATER is a consultant and writer formerly at Sun and Spyglass who participated in the development of Internet technologies for the Palm OS and other handheld devices. Rischpater has written for such publications as Handheld Systems, CQ VHF, and Apple's Develop.

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Review of Serial Communications Developer's Guide (Paperback)

This book has lots and lots and lots of good information.

I read a few of the beginning chapters on serial port communications, and then skimmed stuff about the history of RS232, including BIOS interfaces, etc...

Thething that i found amazing was the variety of information.The author, forexample, actually includes a home-brew windowing system.you can tell thatthis guy loves to do what he does, and he likes to think about *every* partof the system, from the O/S, to the user interface, to the softwaredesign.

I went to the Win32 section, since I wanted to use the windowscommunications API.I was able to write my application in less than 7days!, so its better than a "in 21 days book!"however, i havebeen using Win32 for quite some time.

i also got, and will probablyreturn, Serial Port Complete because I have Parallel Port Complete (a gem)and the content seems to overlap.

the Serial Communications Developer'sGuide, IMO, will awe you with both minute technical detail as well as agood dose of pratical system level insights!

Product Description
Thoroughly revised and updated with new material on the 32-bit windows platform, this comprehensive guide delivers everything you need to write robust applications for embedded, data logging, point-of-sale, and other communications systems. You'll get a complete introduction to serial communications basics, tips on getting the most out of Windows APIs, methods for maximizing data exchange rates over high-speed modems, and the latest techniques for object-oriented programming. Featuring a CD-ROM packed with ready-to-run code modules, this is the one guide you need for successful serial communications development.

From the Back Cover
Serial Communications Developer's Guide 2nd Edition Inside Find Out How to:

• Write communications programs that are easily ported between different operating systems and hardware platforms
• Access modems or other serial devices across networks
• Use standard and intelligent multiport boards
• Implement file transfer formats such as XModem, YModem, ZModem, and Kermit
• Interface with the latest high-speed modems at data rates of 57.6Kbps and higher
• Write terminal emulation code that works on a wide variety of systems
• Write communications programs t hat take advantage of Windows 95, 98, and NT communications APIs
• Use TAPI and take the mystery out of modem settings

All source code and files for use with Microsoft Visual C++ and Borland C++ included on CD-ROM System Requirements: For 16-bit programming: Computer must be able to run Windows 3.1 and Borland or Microsoft 16-bit compilers. Borland C++ 4.5 or Microsoft Visual C++ 1.52. For 32-bit programming: Computer must be able to run Windows 95/98/NT and Microsoft 32-bit compilers. Microsoft Visual C++ 5.0 or later required. The Latest Tools and Best Techniques for Fast Results Now thoroughly revised and updated with new material on the 32-bit windows platform, this comprehensive guide delivers everything you need to write robust applications for embedded, data logging, point-of-sale, and other communications systems. Expert programmer and instructor Mark Nelson gives you a complete introduction to serial communications basics, tips on getting the most out of Windows APIs, methods for maximizing data exchange rates over high-speed modems, and the latest techniques for object-oriented programming. Featuring a CD-ROM packed with ready-to-run code modules, this is the one guide you need for successful serial communications development.

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Review of Microsoft® Certification Careers: Earn More Money (Paperback)

As a person seeking a new career, I found this book to answer my most basic questions about IT (and I have to admit that my questions were pretty basic). The author details the distinctions among the types of Microsoft Certification and describes the types of certification exams (without--and this is important!--being a study guide for them). As to format, chapters end with summaries of the key ideas presented. Also, the book includes short interviews with people who work in the field. Much of the information is presented in easily digestable bullets and paragraph-long sections, so it can be absorbed by people who are reading the material after a long day at their present job. Although I ultimately decided that Microsoft Certification is not for me, this was the book that gave me the tools to make that decision.

Product Description
With Microsoft certification, you get one of the most highly regarded -- and bankable -- IT credentials in the world. But which of the many Microsoft certification programs is best for you?

This unique guide gives you a complete overview of Microsoft's many certification tracks and explains exactly what kind of career path and salary range you can expect with each of the credentials. With solid advice on how to prepare for certification exams, a comprehensive rundown of career resources, and seasoned tips on IT job hunting, it's the one guide you need to choose the right certification -- and launch your lucrative IT career.

Covers: MCSE NT 4 Exams

From the Back Cover
Your Road Map to Microsoft Certification-and a High-Paying Career!

With Microsoft certification, you can get one of the most highly regarded-and bankable-IT credentials in the world. But which of the many Microsoft certification programs is best for you?

This unique guide gives you a complete overview of Microsoft's many certification tracks and explains exactly what kind of a career path and salary range you can expect with each of the credentlials. With solid advice on how to prepare for certification exams, a comprehensive rundown of career resources, and seasoned tips on IT job hunting, it's the one guide you need to choose the right certification-and launch your lucrative IT career.

Inside, you'll find everything you need to plan a Microsoft Certification career!

• A self-assessment quiz to help you choose the right certification track
• Complete coverage of the newest Microsoft certification programs-MCSE + Internet, MCP + Internet, MCP + Site Building, MOUS, and MSS
• Expert advice on the best exam-preparation strategies
• In-deph portraits of the real-world careers you can pursue with each credential-including job descriptions and salary ranges
• Candid interviews with Microsoft Certified Professionals and industry leaders
• A comprehensive guide to career development resources-courses, job banks, Web sites, trade magazines, newsgroups, associations, and more
• Proven tips on mapping your career path, evaluating job prospects-and coming out on top in salary negotiations

Complete Coverage of Every Microsoft Certification Track

MCSE- Microsoft Certified Systems Engineer

MCSE + Internet - Microsoft Certified Systems Engineer plus Internet

MCSD - Microsoft Certified Solution Developer

MCP - Microsoft Certified Professional

MCP + Internet - Microsoft Certified Professional plus Internet

MCP + Site Building - Microsoft Certified Professional plus Site Building

MCT - Microsoft Certified Trainer

MCDBA - Microsoft Certified Database Administrator

MOUS - Microsoft Office User Specialist

MSS - Microsoft Sales Specialist

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Review of Object-Oriented Software Testing: A Hierarchical Approach (Paperback)

I don't know what the other reviewers was smoking.THEY must work for companies that puts out crap software. ... However this book contains good reference material on how to set up a test approach....

I know a goodsoftware testing company and a Fortune 500 company in San Francisco thatutilize some of the content from this book as part of their testingfoundation.

A hierarchical approach (you can read it on pg 101) doesallow one to prepare a structuraltesting gameplan.If you do not do allof your proper unit testing in the beginning, as pointed out in the book. The cost will be overwhelming at the end of the cycle. ...

With acorrect structure, one has a plan.Andwe know that "failure to planis to plan for failure."

If the famous SQA Boris Beizer wrote theforeword to this book, it is a technical endorsement to Siegal's knowledgeon this topic.

As a Software Quality Assurance Professional, I believethis book is not the absolute answer to testing.But it is a good startfor SQA newbies and an above adequate reference text for SQA Professionalsof all levels.

Product Description
An important new object-oriented testing approach that gives you greater reusability, improved software quality, and reduced development costs

Integration testing, black box testing, regression testing, requirements testing . . . all of these can be highly effective approaches when applied to conventional top-down or structured software development. But object-oriented developers are discovering that the procedural approach to testing is not sufficient when applied to the kind of software they develop. As author Shel Siegel clearly demonstrates in this groundbreaking book, object-oriented software development requires a radically different testing approach, one that incorporates a new set of strategies, testing procedures customized for objects and components, and an integrated, specialized object-oriented testing infrastructure. Now, in Object Oriented Software Testing, he specifies the OO testing system, its objects, environment, tools, and procedures, and shows you how to use them to optimize your object-oriented development efforts.

The hierarchical approach described in this book is the first testing scheme designed specifically to address the unique goals and concerns inherent to object-oriented development projects. In case after case it yields nothing less than remarkable results-greater reusability, higher software quality, and consistently lower development costs than those incurred during structured applications development.

The first book to explore one of the most important developments in software engineering in recent years, Object Oriented Software Testing is an important addition to your software development library.

From the Publisher
Based on the author's professional short course, this outstanding guide covers the object-oriented testing techniques that will help you achieve the following goals: reusability, higher quality, and lower development costs. Presents the different components of the object--tools, software system, test suites, resources, etc.--and a series of methods which demonstrate how the object dynamically interacts with other objects. Most concepts discussed feature class and object diagrams to illustrate how classes and objects relate to one another.

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Review of Technical Support on the Web: Designing and Maintaining an Effective E-Support Site (Paperback)

This book contains information that will be equally useful to call centers supporting customers and internal IT help desks that are exploring the benefits of web-based issue management via a corporate intranet.The previous reviewed has provided a comprehensive assessment of this book, so I'll address the highlights that I found to be useful:

(1) The business-case first approach that the author takes is straightforward and provides step-by-step procedures for determining the true business value of web-enabled technical support vs. traditional call centers.I especially liked the discussion of first, second and third generation site models because it gives you a target model and shows both the business and technical value of each.I also liked the way ROI factors and ratings were used to determine ROI potential.The factors are management, functions and tools, and the ratings are a simple Good or Poor.This is placed into context with a table that shows the combinations of factors and ratings and their associated potential and gives you a structured decision tool at a glance.

(2) Scope approach given in the book is complete in that it takes into account all stakeholder views (business, technical support and users/customers).This forces you to take a realistic look at goals and objectives and, using ROI information, begin making intelligent and informed trade-offs.

(3) Site creation map is consistent with good project management practices in that it uses a task and associated details approach.The details provided include deliverables and what the deliverables should contain.Project planners and managers will find this section particularly valuable.

(4)Support processes and procedures are well thought out and can be used as a benchmarking tool as well as planning and implementation guidelines.

(5)I like the way the section on site management is goal-driven and traceable back to ROI.If this approach is followed you will have processes that are designed for continuous improvement.

(6)The use of tables and lists throughout the book provides a wealth of information on nearly every topic.

There are a few areas that were weak: no mention of portal technology, which can be employed to create user-customizable features and incorporate advanced knowledge management functionality into a web-enabled support system.Also, there was no discussion of configuration control over content or legal issues that need to be considered when providing technical support to customers (as opposed to internal end users).

Overall this is an exceptionally valuable book that is among the best on the subject.Highly recommended to IT help desks and product technical support center managers.

Product Description
In order to stay competitive in today's business world, both technology-based and nontechnology-based organizations must move their sales and product support to the Web. This book provides you with all the tools and information you'll need to make that move. Leading expert Barbara Czegel clearly shows you how to create an effective Web-based support site that meets all of your stakeholder requirements and generates a healthy return on investment.

Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.Focused on the needs oftoday's e-business decision-makers, this book covers:

• The advantages and disadvantages of moving to a Web-based support site
• The most important goals to consider for your site
• The features that make an effective support site
• The best way to set up and manage an implementation plan
• The key steps for evaluating performance and improving the site

About the Author
BARBARA CZEGEL is President of SIRIUS3, a Toronto-based company that provides consulting for support services and training for Help Desk professionals. She is a member of the Support Services Association (SSA). Czegel is also the author of Running an Effective Help Desk, Second Edition and Help Desk Practitioner's Handbook (both from Wiley).

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