| 1998 | Out of the Frying Pan and Into the Fire: Creating a Help Desk. | James Cunningham, Bryan Lubbers |
| 1998 | Tools for Higher Education Distance Teaching. | John R. Cordani, Robert J. Tucker |
| 1998 | Migration to Standards-based Email and Beyond: an update. | Jim Bostick, John Fritz, Rick Raughton, Mike Davis |
| 1998 | Computing Survival Skills: First Aid, Not Medical School. | Lisa Harcourt Black |
| 1998 | Facilitating Year 2000 Focus Groups. | Janet Belew, Jeffrey Sponaugle |
| 1998 | Dealing with Difficult Customers - the Most Fun You Can Have at Work. | Leslie Barden |
| 1998 | Abuse @Virginia.edu: Going Where No One Wanted to Go. | Jayne Ashworth |
| 1997 | Inspiring your users to learn. | Daniel E. Wilson |
| 1997 | Help desk metamorphosis (from being despised to being valued). | Daniel E. Wilson |
| 1997 | Automating information overload: linking databases to the Web. | Leonard A. White |
| 1997 | How to design an aesthetically-pleasing, ADA-compliant website. | Catherine E. Weeks |
| 1997 | The sixty second seminar - producing instructional video for the web. | Kurt Webb, Tom Poehlmann |
| 1997 | Getting it together: a practical guide for preparing coordinated, integrated, and accessible documentation for your users. | Tracy Wascom |
| 1997 | Moving from helpless desk to help desk: practical strategies for improving customer service in a multi-function university help desk. | Mary C. Twitchell |
| 1997 | Toward an integrated approach to information services support. | John R. Supra Jr., Brian M. Johnston |
| 1997 | Nightmare on Elm Street to It's a Wonderful Life: a port-per-pillow networking experience at Valparaiso University. | Marlane C. Steinwart |
| 1997 | Making standards work: a "whole-product approach". | John W. Smith |
| 1997 | Designing and supporting a web-based electronic reserves project in a university library. | John Joseph Small |
| 1997 | Self-managed service teams: can they, and do they, work (workshop)? | Patricia Searles |
| 1997 | Escaping the paranoid-critical trap. | Michael Quiner |
| 1997 | Consulting through electronic mail. | Elizabeth R. Pohlhaus |
| 1997 | Yet another reorganization? Building the raft while going through the rapids (panel). | Keiko Pitter, W. Raney Ellis III, Bret Ingerman |
| 1997 | Producing a campus information technology showcase. | Peter L. Peterson, Peter G. Blando |
| 1997 | Core technology training evolves. | Jeff Pankin, Mary Ellen Bushnell, Phyllis S. Galt |
| 1997 | Finding our other halves: facilitating curricular change through faculty/staff partnering (abstract). | Andrea Nixon |