| 2002 | Treat them like they have laptops. | Thomas Raich |
| 2002 | A new direction: improved methods for marketing faculty and staff technology training. | Linda Putman, Barbara Wills |
| 2002 | Developing a flexible online learning management system to facilitate various aspects of instructor-led training and lab administration. | Kathy Pribbenow, John Nguyen |
| 2002 | Merging IT training with academia. | Joleen Pfefer |
| 2002 | Help desk support: to be or not to be eligible. | Rachel Niedzwiecki, Macauley Peterson |
| 2002 | Building a community of practice at the help desk. | Debbie Mojta |
| 2002 | A high-availability high-performance e-mail cluster. | Wyman Miles |
| 2002 | Course management in the twinkle of an eye - LCMS: a professional course management system. | Christoph Meinel, Harald Sack, Volker Schillings |
| 2002 | Building an instructional portal: channeling the writing lab. | Owen G. McGrath |
| 2002 | Computer training and user support in higher education: small staff-big demands. | Kay McClintock, Karen Boland |
| 2002 | Using the campus web site to track student attendance. | Susan Maze, Venita Mitchell, Erlene Dudley |
| 2002 | Uncovering expectations of web site visitors and building a site that makes discovering IT easy. | Warren Mayer, Todd Krupa |
| 2002 | Wireless laptop check-out. | Tony D. Lovgren |
| 2002 | Student employee web portal. | Tony D. Lovgren |
| 2002 | One size does not fit all (but a good model might): the academic media & technology pyramid. | Philip E. Long, Jonathan Lizee, Ann G. Green, Edward W. Kairiss, Charles Powell |
| 2002 | Transforming support: from helpdesk to information center. | Matthew R. Link |
| 2002 | Adventures in XSC: our six-week countdown to extended service coverage. | Jeffrey Lane, Annette Cutino, Marilyn McMillan |
| 2002 | Evaluating client satisfaction: a quantitative approach. | James Lackey, Lori Christy |
| 2002 | Why informal information technology management models do not work. | James Lackey, Steve Brown |
| 2002 | Forging new partnerships in uncharted waters: staff and student consultants using the world wide web to get the information to users. | Nancy P. Kutner |
| 2002 | Surviving without e-mail: effectively communicating & managing information during technology crises. | Todd Krupa |
| 2002 | Enhancing support and learning services for instructors and students who engage in course-related multimedia and web. | Sheree Kornkven, Nancy Lilleberg |
| 2002 | Using intelligent e services to empower users and decrease first-level support issues. | Simon Kissler |
| 2002 | The consolidated help desk. | Richard Kirchmeyer |
| 2002 | The consultant game. | Linda Kingsbury, Scott Harrigan, Tina Reed |