| 2004 | Enterprise resource planning (ERP) implementation planning and structure: a recipe for ERP success. | Wayne Brown |
| 2004 | Turning the titanic: changing a PIN to a password. | Dianne Brotherson |
| 2004 | Staying secure in an insecure world: 802.1x secure wireless computer connectivity for students, faculty, and staff to the campus network. | Steven K. Brawn, R. Mark Koan, Kelly Caye |
| 2004 | Voluntary centralization of user support in a de-centralized organization. | Ellen Yu Borkowski, Jay Elvove, Christopher Higgins, Sonja Kueppers |
| 2004 | Thin-clients for clusters: working ourselves out of a job? | David J. Blezard |
| 2004 | A case study: implementing supportworks professional helpdesk at drew university. | Betsy Black, E. Axel Larsson |
| 2004 | Residential computing consultants: help center after hours and onsite. | Gretchen Beck |
| 2004 | Demand, drag, or deal: persuading faculty to transform higher education. | Nancy J. Bauer |
| 2004 | Lessons learned from the novell and groupWise upgrade of the summer 2003 or "what we did on our summer vacation!". | Robert L. Barley, Yancy Phillips |
| 2004 | Condemned to repeat history: lessons I'm still learning. | Kyle Barger |
| 2004 | Spam software evaluation, training, and support: fighting back to reclaim the email inbox. | Jeff Balvanz, Don Paulsen, Joe Struss |
| 2004 | Web-based technologies: reaching their ultimate potential on restricted budgets. | Salvador Bez-Franceschi, Karen Le, Diana Velez |
| 2004 | Managing open access labs: "MacGyver principle". | Mark A. Adams |
| 2003 | The road less traveled: staff-driven re-org. | Jeannie Zappe, Brian Hoyt, Lisa Veloz |
| 2003 | Why make websites accessible?: and how? | Katy Whitelaw |
| 2003 | Integrating WebCT with diverse campus systems. | Jeff Whisler |
| 2003 | Being Sam Malone: customer service on a campus where "Everybody Knows Your Name". | Mark Watts |
| 2003 | UNB's single site service source. | Kim Washburn, Janice G. El-Bayoumi |
| 2003 | Making online training and support easier for everyone with viewlets. | Janice Ward |
| 2003 | Tech-NO-Nerds: why the best student computer lab consultants are often not from the computer science department. | Tabatha Verbick, Kim Todd |
| 2003 | Supporting a Windows XP/Red Hat Linux dual boot environment. | Bert Valenzuela |
| 2003 | The insider: the web site that brought Mesa's williams campus together. | Bert Valenzuela |
| 2003 | A proper set of tools are needed to corral support. | John A. Underwood, Deb Hegdahl, Jeff Gimbel |
| 2003 | Advanced information technology support for life sciences research. | Craig A. Stewart, David Hart, Anurag Shankar, Eric A. Wernert, Richard Repasky, Mary Papakhian, Andrew D. Arenson, Gerry Bernbom |
| 2003 | Expanding help desk services: the benefits of student S.O.S. | Lea H. Snyder |