In her introduction, Roseanne D'Ausilio states: "We have lots of talk covering technical information and training, software, hardware, new systems-a whole new language, in fact. But what about the people? They are too often dropped out of the picture aspeople, and I want to call this to your attention because we, the people, make the difference!" This revised and expanded edition includes: A discussion of Y2K Updated statistics More managing workplace conflict A chapter for tech support staff Expanded references

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