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Resources.

Two new books of special interest to software developers:

* HELP! The Art of Computer Technical Support, by Ralph Wilson. Written by a real-life tech support professional (Wilson is a manager for a small third-party support group in San Francisco), HELP! offers good hands-on advice about virtually every aspect of running a support department, from team building and "getting to goodbye" to call-tracking systems and paid support plans. At times, Wilson's viewpoint jumps from software companies to corporate help desks to end users. But the book is still a rich source of ideas about how to elevate routine tech support into a true customer service function

Peachpitt Press, 1085 Keith Ave., Berkeley, Calif. 94708; 415/527-8555. Paperback, $19.95.

* How to Publicize High Tech Products & Services, by Daniel S. Janal. Neophytes who use Janal's book as a crash course in entry-level PR (complete with worksheets, sample pitch letters, and press release templates) won't be disappointed, but this is more than a treatise on cookie-cutter publicity techniques. Even sophisticated publicists are likely to find a good many fresh ideas here--as well as a reminder that public relations is a serious craft, not just an exercise in schmoozing.

Janal Communications, 1998 The Alameda, #4, San Jose, Calif. 95126; 408/241-6834. Paperback, $49.95.
COPYRIGHT 1991 Soft-letter
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1991, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

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Title Annotation:books for software developers: HELP! The Art of Computer Technical Support by Ralph Wilson and How to Publicize High Tech Products & Services by Daniel S. Janal
Publication:Soft-Letter
Date:May 16, 1991
Words:210
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