Practitioners Books

This is a good introductory text in the mathematical backgound of AI. It covers the problems of searches, logic programming, different types of reasoning, neural networks as well as a little bit of probabilities.

Its great merit consists in the fact that it is not disconnected from the realities of the world. The chapters in Prolog, for instance, are well developed and the mathematical foundation of this programming language is quite thoroughly explained. This is rare to find in Prolog or logic books; most of them are either too pragmatic or too theoretical. This book makes a nice balance between the two.

The book has some drawbacks, though. First and foremost, it is geared a little bit to much on logic at the expense of other intelligent forms of computing (pattern recognition - be it vision, speech or handwriting, planning, constraints processing, theorem proving, case-based reasoning, to name just a few).

For example, the section dedicated to stochastic processing is ridiculously small.

However, as a good introduction into the math of AI, this book lives well up to expectations.

Most topics are interesting and contribute to an understanding of AI. Only point of confusion is some sections seem more like authors personal issue rather than a connected discussion of AI. Expected more because of the many recommendations for the authors work.

Most AI books do not emphasize the mathematical issues. Consequently, the readers face difficulty to read journals. This is a highly recommended book for those research oriented readers. It requires no formal background of mathematics beyond high school level. I read the book several times. It helped me a lot to understand many difficult papers. Among the chapters the most useful are chapter 6 on nonmonotonic reasoning and chapter 8 on Bayesian networks. The beginners will find chapter 3 and 4 on predicate logic and the theory of resolution highly useful. I strongly feel that the book should be read by all people working in the domain of AI.

Although using only elementary mathematics, and not at all addressing new areas of artificial intelligence, such as inductive logic programming, this book gives an excellent overview of how mathematics is used in artificial intelligence. Mathematics at all levels is used in this field, both in the algorithms and in discussing its foundations, and this book serves as a good introduction to its application in A.I. Only elementary algebra and calculus are used in the book, making it very accessible to the beginning student in computer science. Readers with more sophisticated background in mathematics can then extend the results in the book to more advanced mathematical contexts. The author's writing style is very informal, and in many places in the book he encourages the reader to "stop and think" before continuing in the reading. Exercises, some simple and some very challenging, are found at the end of most chapter sections.

The author gives a brief overview of the history of A.I. in chapter one, including a discussion of the issues of computational complexity in A.I. algorithms, a discussion of expert systems (with examples), and a few biographical sketches.

Chapter 2 is a fairly detailed overview of search algorithms, and the author introduces some notions from the mathematical field of combinatorics, namely directed graphs and ordered trees. Induction and recursion are then reviewed as tools for search algorithms. The recursive formulation of algorithms in A.I. is of course very powerful, and one that students need to master early on. Fields such as bioinformatics and data mining are becoming increasingly dependent on search algorithms from A.I., and the author reviews these in detail, including 'simple' search methods such as breadth-first, depth-first, and iterative-deepening, along with 'heuristic' methods.

The reader gets introduced to first-order predicate calculus in chapter 3. This topic could be said to be one of the most important ones in A.I., and it is discussed in this chapter using the (declarative) programming language Prolog. One could easily use the language Lisp, but Prolog makes more apparent the head/body clause structure of predicate logic. In addition, if a reader wants to move on to more modern developments in A.I., such as inductive logic programming, which can be viewed essentially as predicate logic but with inductive reasoning, a mastery of the content of this chapter is essential.

Chapter 4 introduces the reader to the proof theory, namely the technique of resolution, which is discussed for propositional calculus, where it is very simple, and for predicate logic, in the latter wherein some specialized techniques must be brought in, such as Skolemization. The author also discussed proof in the context of Prolog, and introduces the cut operator, which inhibits Prolog from fully implementing resolution. He also gives an interesting discussion on the problem of negation in Prolog and the closed-world assumption.

The author has been careful to not write a purely theoretical book in computer science, and evidence of this is given in chapter 5, which discusses how to implement first-order logic (FOL) into real-world applications. It is one thing to discuss the properties of logic, quite another to actually use it productively to solve problems of interest. The author discusses the limitations of FOL in these applications, and how they can be resolved through alternative reasoning tools, such as nonmonotonic logics, Bayesian networks, and fuzzy sets.

One of these alternatives, nonmonotonic reasoning, is discussed in the next chapter, wherein the author gives a fairly detailed overview of default reasoning and how it is implemented in Prolog. Rule sets and semantic nets are also discussed, along with defeasible reasoning. Applications of these techniques are stymied by their computational complexity, and the author gives references for discussions of this.

After a review of probability theory in chapter 7, the author discusses Bayesian networks in chapter 8. These have been extremely important in recent applications of A.I., and the author gives a fine review of their properties, especially their ability to incorporate causality by imposing a directed graph structure on the event space. The author gives a few examples of Bayesian networks, including a medical diagnosis, wherein he introduces a very important concept in A.I., namely that of abductive inference. Detailed discussion (with proofs) is given for the Kim-Pearl algorithm for singly connected networks.

Chapter 9 is an introduction to fuzzy logic and belief theory. The author motivates nicely the reasons for considering fuzzy reasoning instead of probabilistic methods. The Dempster-Shafer belief theory, which has become popular in recent years, is also discussed in some detail.

So as to motivate the discussion of neural networks, the next chapter overviews automatic pattern classification. Contrasting between supervised and unsupervised learning of patterns, the author then outlines the types of automatic classifiers, such as decision trees and neural networks. The chapter on neural networks is a good introduction considering the vastness of the subject. Indeed, an enormous amount of research has been done on neural networks, and their use in applications of A.I. has finally been achieving success in recent years.

Concepts from information theory are of course very important in A.I. and these are discussed in chapter 12, along with more advanced topics in probability and statistics that were not treated earlier in the book. These ideas are used in the next chapter wherein neural networks and decisions trees are discussed in more detail. The most interesting part of this discussion is the idea that noise can improve the generalization capabilities of neural networks. This strategy will be obvious to the physicist reader who has studied the effects of noise on dynamical systems governed by potentials with local minima.

The last chapter of the book discusses some additional topics that should be included in a study of A.I., such as genetic algorithms and more discussion of optimization, such as simulated annealing. Hidden Markov models are also briefly discussed, and this is somewhat disappointing given their importance in current applications. The reader is also introduced to robotics, certainly the most exciting of all topics in 21st century A.I.

Some good material but I really found the writing style to be hard to follow and at times confusing. This is a bit of an obscure topic to begin with in my opinion but I think the authors could have done a better job of making the book more readable.

I have read a few other options books for "practitioners" and this book is the best. Very practical and usable. In fact, I read it in small pieces and still get a lot out of it. I thank the others for sparing us on the theory and not trying to sell something.

Dr. Kodukula and his associate have written a concise, understandable and interesting book discussing project valuation. I routinely recommend this book to my associates and students, and higly recommend it for students in the MBA tract.

Starting with an introduction to the real options analysis the authors take us through the traditional project valuations tools (which is a bonus) to the process used to value projects using real options analysis, on the way explaining the methods and computational techniques employed to solve real option problems and how real options analysis supplements the traditional tools.

The detailed solutions provided for the various examples using ample figures and tables really help in understanding the application of real options analysis technique to project valuation.

This book will be of great help to corporate executives, senior managers, portfolio, program and project managers who want to go beyond the application of traditional tools of project valuation, searching for newer techniques.

This is the book for those serious about improving project selection results. This is the only book of its kind for today's project management professional. Finally, I feel I understand how to use this unique approach to evaluate all the options available in selecting projects that will significantly contribute to an organization's bottom line.

Lee R. Lambert, A Founder of PMP

This book is directed at educators who have already researched the benefits of smaller learning communities within large high schools and are looking for a sustainable process for real change. The nine phases of transformation that the authors detail challenges teachers and administrators to look at the culture that exists within their individual schools and to make hard individualized choices. If you are looking for an easy way out of the change process, this book isn't for you. The authors state up front that stakeholders must take full responsibility for doing the hard work and that they alone (not some generic 'how to' book) will determine the strengths or weaknesses that arise from their efforts. The bottom line within these pages is that there is a rough pathway that can be followed, but only so far. Educators can't continue to blame others when reform efforts are half-heartly implemented or lack a strong committment by those individuals such changes affect. Practice what you preach. Take responsibility for your actions and the rewards will great. Blame others for your failures and you will just continue to get more of the same...a continuous cycle of going after the money and not believing in what you are doing.

Blanchard and Harms have good intentions here. They are trying to put together a guide on how to institute small learning communities (SLCs) in a high school setting. It is fairly well-researched and does offer a handful of good suggestions on how to proceed. Unfortunately, this book's many weaknesses get in the way of a good message.

In the big picture, despite its research, the book is rather soft and vague. Most of their best suggestions--I, for example, love the piece on the levels of student responsibility and participation in high schools--come from other writers. But, most importantly, it would be impossible to start SLC's in a school using only this book for guidance. Other resources would be needed to get down to the nuts and bolts.

Pickier, perhaps, but no less important, is the fact that my edition of the book was riddled with errors and misspellings. Additionally, the graphics were poorly produced and unhelpful in illuminating the text. Not the fault of the authors, but not something to inspire confidence in their abilities either.

This book would be useful as inspiration and cheerleading as part of the SLC process but it is not the manual it purports to be.

I found this book to be an informative and eye-opening tool. Clearly our school systems need to change the way they approach teaching our teenagers, and this text sets the guidelines for making that change happen.

Drs. Blanchard and Harms hit the nail on the head when it comes to implementing change in large high schools. What's embarrassing is that there are administrators and teachers in our schools who either don't notice what is needed or don't seem to be committed enough to affect change.

This book is must have reference manual for C++ serius professionals. It covers all details about C++ , lot of details about C++. It doesn't cover as much VC++ 6(and MFC as well) as I would expect but is great on C++ part. I recommend this only if you already knows C/C++.

The only problem I found with this book is that it goes through what it talks about very quickly and it assumes you're just going to understand. Not many examples and it talks about some things that it might as well leave out because it doesn't provide any useful information on it. It can be a handy reference from time to time, but it's not the greatest.

If you works with C++ this book is a must have. It will not teach you C++, it assumes that you already have some knowlegde in C++. Chapters are short and with very good tips about functions and C++ concepts. I would expect find more detailed informations about Visual C++ but I get much more happy about C++ part.

I do recommed this book for you, if, and only if, you already have a knowlegde in C++.

So many Visual C++/MFC books for consumption and with all the competition, this pocket book that can fit in the second compartment of your back pack and is a perfect complement to the Programming Visual C++ book by Kruglinski. Wingo, and Shepard. This book is slightly bigger than a pocket book, but it is crafty with all kinds of practical information regarding the the IDE Tools of Microsoft Visual C++ 6, it combs over the data structures that MFC uses to create various window styles, explained Win32 data structures that most MFC/Visual C++ books fail to explain, expecially if you are coming from the UNIX environment and have coded in C++ for some years, but need a from the ground up of what data types are referenced as in the Win32 world are and detailed information on project settings within the IDE and how to use every feature within the compiler to its fullest potential.

It is easy to read, clear explanation, and gave me the examples in the real situations. So, it is more beneficial.

The text is easy to read and the chapters seem short as you read them. I like the bulleted sections and the key words. I am more inclined to read further than I have to with what I am assigned.

This book, being used for my health ed methods class is a wonderful resource. It is easy to read, and the vignettes really bring a sense of how to apply the theory.

Jody Ruth Steinhardt, MPH, CHES

The Drug Information Handbook for Advanced Practice Nurses is the Nurse Practitioners premiere drug reference. Drugs are arranged alphabetically by both generic and brand name. Each drug is discussed at it's generic listing. Brand names give the generic name and page number allowing quick reference. The content is very encompassing with nearly all new and old drugs referenced. The usual categories of drug name, therapeutic category, use, etc are included. I find the section on patient information and instruction most helpful in discussing agents with patients.

Indices include controlled substance (helpful in states where APN's cannot prescribe controlled substances) and pharmacologic category.

There are over 200 pages of appendices including guidelines and comparative lists and charts.

The size of the book makes it easy to carrry.

This is my third yearly purchase of the The Drug Information Handbook and second year for Advanced Practice Nurses version. Our service bought 12 copies.

G Sinks, RN, MSN, CS, FNP

This book is an excellent resource for the APN or APN student. The information presented is easily understood and formatted in a logical manner. The drugs are organized alphabetically according to generic name and the compact size makes it easily portable. This book has become an excellent tool in my work. The only recommendation I have is that the book should be spiral bound for easier page turning.

This book is complete with forms drug is available in, dosages available, side effects, patient teaching, warnings, lab issues, physical assessment, dietary, geriatric & pregnancy issues. A very good reference for any medical professional to have though designed for advanced practice nurses.

This is a well organized, clearly written text that takes the reader step by step through the DSM-IV process. It presents a strong rationale for the use of the DSM-IV in schools and points to the importance of developing a clinical perspective within the field of school psychology. This is a wonderful text. It should be required for all school psychology students.

This is a excellent resource for the special education teacher. The information given in this book helps decipher many terms used in psychiatric evaluation of students with special needs. This is definitely a valuable tool for anyone working in Special Education.

Alvin House incorporates some true wisdom into this reference. Indeed they are in my opinion bits of details that are either not taught in grad schools or not emphasized in training people to work with school populations. As opposed to adults, he points up, children's diagnoses are fluid and evolving- there are, if we are effectively treating the conditions, more opportunities to bypass chronicity and co-morbid patterns. Less matching symptom to condition to diagnosis. (Another reason, for the No Child Left Behind Folks- to re-evaluate frequently- not, as they would have, to eliminate the need for the 3 year requirement.) Furthermore, he warns of a real personal irritant, and that is NOT TO TAKE KIDS AT THEIR WORD, when discussing their emotions and their reactions to their world. He puts it better than anyone I've ever heard when he says that when you're ruling out mental illness, depression, anxiety, etc. remember, "Kids walk the walk, they don't talk the talk!." You need to use collateral information, observation, medical reports, etc. Some other gems-Always be careful with a personality diagnosis and never diagnose when the youngster is in the throes of an acute mood disorder, depressive reaction, adjustment,etc.
The integration of the revised manual with the latest IDEA interpretations is the best that I have found. Read the complicated but controversial 'label' and 'classification' debacle for Social Maladjustment and/ or Disruptive Behaviors. The former does not qualify for an IEP but the latter as a condition of ADD and many others- does. Look out as well for the changes relative to those and the politicized furor over discipline in special education. If an eligible child misbehaves as a result of his disability- technically, that child should not be excluded or otherwise consequenced. They are moving to amend that- truth be told, nobody upholds it anyway- but it can always lead to litigation. I encourage people to remain abreast of those IDEA revisions as well as the ramifications of erring on the diagnosis- high stakes- for the child, and for you.
Other updates are more about spectrum disorders, clustering of symptoms and, the diagnosis of conduct disorder- which I understood was no longer to be given to anyone under 18. Any of the disruptive, (externalizing) behaviors - You get my drift- dx's- should be evaluated as to if they are a result of environmental malignancy, (Like that?) or the neuropsychiatric composition of the child. Nature vs. Nurture.
The weakness in this and every resource I have checked is in the Learning Disorders. I cannot tell you how many people are wandering around shaking their head over the Disorder of Written Expression DX. Kids who write get it. Kids who comprehend get it. Kids who can write lousy but can write get it- then those kids get accused of laziness and as one mom put it, "Is my son using his IEP as a crutch?" He covers the changes in PDD, Tics as they are either involuntary muscular movements or if they fall within the category of inappropriate and malignant movements of autism. Difference? The latter are used pathologically to interfere with healthy coping adjustment. (Why ya gotta stay current!)

All in all, I'm pleased that this is available for school personnel. The previous reviewer mentioned special education teachers should read it. Here Here! And their supervisors. This is a sensitive and thorough volume. It is refreshing for its insights about the need for certain approaches, to kids, and moreover- to kids in school. He advocates a differential diagnosis and checklists and other interviews. It is a great thing to own and a great thing to have in the sites.

Excellent book, arrived promptly. very smooth transaction, and recommend
this book to anyone who touches people in any way.

This book is written with massage therapists, physical therapists, chiropractors, etc., in mind, but as an Alexander Technique teacher I find it excellent, thorough and thought provoking. Well worth the price and time.

The Ethics of Touch is a good textbook to begin learning about professional boundaries and ethics which is a much needed topic for massage therapists who are faced with issues on a daily basis.

What other profession is there that has people come in and take their clothes off and let a strange person touch them. Such a dynamic is ripe for transferrence and counter-transference.

I can't quite put my finger on the reason why I only am giving this book a 3 star rating but it is because it seems like such a cold and impersonal account of ethics. I would recommend getting this book but get some others too - The Educated Heart by Nina McIntosh, Issues and Ethics of the Helping Professions by Corey, and The Ethics of Caring.

Very interesting introduction to the essence of the psychanalytic practice, from a lacanian, as it is stated, perspective; that is to say from a perspective that remains most faithful to the main principles of the freudian discovery. Bruce Fink manages to make the lacanian way understandable to people who might have difficulty-or resistance- to apprehend the original literature, without any compromise and without being less original himself, and contributes greatly to a restoration of the psychanalytic practice there where it tends to meet crucial deadends. A must for every practitioner of the psychanalytic field, but for everyone who would like to know how psychanalysis cures today also.

Lacan is a fascinating thinker but famously difficult to read. I've been reading Lacan and Lacanian commentators on and off for 20 years. Only in the past few years have I felt as if I'm getting a handle on Lacan, and Bruce Fink's two decades of work deserve most of the credit.

Fink's "Fundamentals" discusses the basics of clinical interaction from a Lacanian perspective, covering everything from the art of interpretation, to how the Lacanian approach differs in practice from other psychoanalytic approaches, to discussion of often misunderstood details such as variable-length sessions. All of these are discussed in a straightforward way: with a minimum of Lacanian jargon and theoretical complexity, a large dose of actual case excerpts, and extensive citation and analysis of dominant ego psychology and other psychoanalytic approaches.

Fink provides scathing critiques of several psychoanalytic concepts that are prevalent in mainstream ego psychology and object relations approaches. He dissects the concepts of "projective identification", which he argues is little more than ego aggrandizement and power politics by the analyst, and "unconscious affect", which he argues is a terribly confused notion. Both critiques are compelling; even if one does not agree, they demonstrate the need for a return to solid clinical reality and coherent theory rather than acceptance of prevailing dogma.

Fink makes a strong case for returning to the details of clinical interaction: how to listen carefully, the importance of attending to literal words from patients, and how clinicians should be humble enough to attend to patients' own experiences rather than immediately assuming that everything is about the therapist (i.e., transference).

Despite years of studying and practicing ego psychology and object relations approaches, I've often felt uncomfortable with them and sensed that the earlier, structural notions of Freud contained truths that had been jettisoned (or even repressed) too completely in modern theories. Fink provided a framework to help me think about this. I'm not convinced that his is the only answer, as clearly there are good clinicians working on all sides of psychoanalytic theory. But his perspective is worth hearing and makes a substantial contribution to the field and to individual clinical work.

In terms of how this relates to other books on Lacanian approaches, this text has the best mixture of readability and applicability for practitioners. Fink's own "Clinical Introduction" is more comprehensive, but is also more difficult, with a larger dose of Lacanian theory, and less focused on immediate application and case-based examples. His "Lacanian Subject" is a good exposition of theory, but with less specific clinical focus. My suggestion would be for practitioners to read Fink backwards in time: start with "Fundamentals", then either "Clinical Introduction" (for the most applied clinical text) or "Lacan to the Letter" (if starting to read Lacan), and then "Subject".

For interested Lacan readers who are not clinicians, a better sequence might be Joel Dor's "Introduction", which is a brilliant exposition of Lacan's theory of the unconscious, followed by Fink's "Lacanian Subject", and then "Lacan to the Letter" or one of the clinical works, if interested. Besides reading commentaries, the sooner that one experiences Lacan directly, the better; Fink's Ecrits is a brilliant translation.

In "Fundamentals", Fink refers a few times to other clinical works in progress. I'm eagerly awaiting them. Enjoy -- and may Fink's letters continue to reach their destination.

Farthest from what may be in the consciousness of American
psychoanalysts concerning Lacan is the idea of him as someone
logical. His larger-than-life personality, theatrics, provocative
language verging on a kind of surrealism, and the often vicious
rumors surrounding his clinical practice do not readily lend
themselves to a view of him as a sober, stoic analyst. Rarely do
you hear about the fact that Lacan's seminars had a strong
bearing on psychoanalytic ideas of technique through a
perspective that stressed, above all else, a sense of ethics. The
Lacanian community has done little to confront this mythology,
seemingly content to keep the bar in place that radically separates
relational psychoanalysis, Kleinians, and ego psychology from their
equally growing and yet little known communities in Europe and
South America.

At times it seems merely a matter of semantics that
prevents any thriving discourse--what is the maternal imago in
one domain is the desire of the M(Other) in another. At others,
one gets the sense that deeply diverging views on what constitutes
a psychoanalytic idea of the psyche is clearly at stake. No doubt a
way of sorting out the difference between the two would be a step
in the right direction, and yet there has been little available to
create such a bridge.

For the practicing clinician schooled for years in another
language and other models of mind and world, having to enter the
complicated, at times jargonistic, world of Lacanian psychoanalysis
would be like having to begin all over again. This sets aside for the
moment having to traverse the immense hostility that still exists in
so many analytic circles against Lacan. This is for reasons that
remain strongly veiled despite so many oft-repeated cliche
rationalizations. Although we like to believe, as with any new
patient, that we are apt and ready for such a task as starting
afresh, I do not think this is easily done. Our theories, built up
over years of schooling, analysis, supervision, are too precious to
each of us. Is it too much to ask? I have of late, with great weight
in my heart, begun to think so. For this reason, Bruce Fink's
Fundamentals of Psychoanalytic Technique: A Lacanian Approach
for Practitioners is a welcome relief that a burgeoning discourse
between two worlds that have remained radically separate may be
possible.

What he shows in this book, chapter by chapter, is the
unfolding logic of the Lacanian clinical stance and the theoretical
constructs that support it. It is clear and cogent work. Along the
way, with another sigh of relief, he is able to orient us American
folk with some names in common--Klein, Segal, Bollas, Ogden,
Winnicot, Bion, Gill, Casement, Greenson, Brenner, Glover,
Macalpine, Little, Ferenczi, Kernberg, Racker, Reik, and Renik.
Fink, having trained in France but working in America, is able to
ready the ground for those from the other side to make their
approach to a radically discordant (to the main) picture of
psychoanalytic work.

Interestingly, readiness was one of those characteristics
Lacan held up as the ideal for the analyst. The next question
should be "readiness for what?" As a first answer, let me say that
it is readiness for the kind of logic that Lacan set up as
fundamental to the ethical position of the analyst. Lacan said that
we must be free of what seems to be insinuated by all this blather
about the primitive mind, the cauldron of seething excitations, that
try to link man to some fearsome animal nature, extended as far
as a notion of the reptile part of the brain. What we may then find
is that what analysis aims at is the underdevelopment of logic,
which in fact distinguishes man from animals that are readily able
to make use of signs in the service of self-preservation (think here
of signs in mating rituals that guide animals in the location and
selection of mates, which in humans is what leads us astray most
often, love problems being what brings many patients into
therapy). The logic of the unconscious (famously structured like a
language) is the logic to be followed, a logic we are separated from
as humans.

This is, of course, a no doubt dirty Lacanian trick, putting
animals above man and turning psychological ideas on their head.
But what one may not notice is that within these kinds of
provocations there is a deeper set of technical and clinical
questions that Lacan was aiming at, first by dispelling, indeed
collapsing certain forms of knowledge often held as "common,"
and then charting an alternate path. To think of patients as
primitive and to seek to expel, normalize, or evolve these parts of
them is probably a far dirtier trick. Lacan is challenging our
proclivity for insidious morality. It is precisely in this spirit of
clearing ground and pointing toward a more logical and ethical
opening that Fink's work is carried out.

This is the second book I have read by Ms. Czegel (the first was Running an Effective Help Desk). Where the first book leads you through the help desk planning, implementation and operations process, this one focuses on the people issues. My experience has shown that the best help desk technologies you can buy, and problem management processes you can develop and implement are worthless if you don't take care of the people part of the equation.

Ms. Czegel jumps right in with roles. She systematically goes through the various roles a help desk analyst must assume. The ability to switch from one character or personality type to another that is the hallmark of a truly great analyst gives you some keen insights into why there is an epidemic of burnout and high turnover among support professionals. Aside from this insight, it also shows you what to look for in candidates and gives you a good foundation for coaching and training. It also gives you some ammunition for getting their pay and bonus structure aligned to the high stress the job casues.

As in her other book Ms. Czegel never loses sight of the business side and part two of this book gives an intelligent description of help desk stakeholders and their unique needs based on their level in the organization and how their functions intersect with the help desk mission and objectives. The next two sections cover issue management processes and procedures and help desk technology. Some of the material is close to what is in her other book, but is not identical.

The remainder of the book duplicates a lot of the material in Running an Effective Help Desk, but is excellent if you only buy one of Ms. Czegel's books. A reason to buy both, however, is the different focus of each and some expansion of topics in each book.

Overall, I like this book a lot and gained much from it. I came away with an appreciation for and empathy with those thick-skinned folks who staff help desks. I also came away with some good ideas about how to motivate and train help desk analysts and design processes that make their life easier. I highly recommend this book and give it 5 stars.

I found this to be a concise reference manual that will benefit any Help Desk Analyst.

It provides information on Help Desk operation aimed specifically at the analysts who staff your Help Desk.

Its full of tips, examples, and case studies, while teaching skills in effective listening and problem solving that every analysts needs.

I have made this mandatory reading for my Help Desk staff.

This book is packed with useful information that will make you a more well-rounded support person. Help desk and technical support in general is so much more than just technical know-how. The non-technical aspects are just as important and this book will help you in those areas. Has information on standard methodologies of technical support, full of tips. Has gotten me higher job ratings and a nice raise in the past year. You need this to compete in today's tough job environment. I think this should be required reading by all help desk/technical support staff. Great book.