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The Michigan Technology Training Resource, a statewide project funded by a Technology Literacy Challenge Fund Grant, has conducted surveys and focus groups around the issue of tech support. The project has also worked to develop a formula for determining an adequate level of technology support. More details are available at techguide.merit.edu.

"Establishing Help Desks in K-12 Schools: Lessons Education Can Learn From Business," prepared by Gary Quiring, Fresno Pacific University, is available at ctap.fcoe.k12.ca.us/helpdesk/helpdesks.html.

A school district's technology director outlines the issues the district faced in trying to standardize its computers in "An Examination of the Microcomputing Standard at the Camden-Rockport Schools," a white paper by Frank Callanan, which is available at www.fivetowns.net/dualPlatform/thestandard.html.

"The Truth About Tech Support," by Richard M. Beattie, Electronic School magazine, September 2000, pp. 30-32, describes some of the issues in providing adequate tech support from the perspective of a school technology director. Available at www.electronic-school.com/2000/09/0900f3.html.