Building an IT help desk: from zero to hero. - Kristi Evans; W. Teresa Jones (SIGUCCS, 2005)

The proper care and feeding of your help desk. - Kristi Evans; Geoffrey Sperl (SIGUCCS, 2007)

It seemed like a good idea at the time: what we have learned from implementing a student employee rewards system. - Mary Ryan; Kristi Evans (SIGUCCS, 2008)