Eligibility

  • Only paid members of the West Michigan HDI Chapter may borrow materials from the library.
  • Your email address must be registered in our database. You can easily register your email address if it is not registered.

Distribution of Materials

  • Prior to the date of the chapter meeting, please email the librarian indicating the title of the resource that you would like to borrow.
  • The requested materials will be distributed at the chapter meeting.
  • Materials may be checked out at chapter meetings if available.
  • Borrowed materials are due at the next chapter meeting.

Loan Period

  • The loan period is for one month.  The materials are due at the next chapter meeting.
  • If you are unable to attend a meeting, email the librarian to arrange for the return of the materials. 

Overdue Fees

  • A grace period of one chapter meeting will be granted for late materials.
  • After the grace period, a $3.00 late fee will be assessed.
  • Checks for late fees should be made payable to the West Michigan Chapter of HDI.

Lost or Damaged Materials

  • Lost or damaged library materials will be the financial responsibility of the borrower.

Suggestions for New Materials
Item # Title Author Media
LT-0100 The Metrics Reference Guide HDI Book
LT-0101 Metrics Vol. 2 - Understanding Cost per Contact HDI Book
LT-0102 Metrics Vol. 3 - Calculating and Using Resolution Metrics HDI Book
LT-0103 Metrics Vol. 4 - Implementing the Balanced Scorecard for Technical Support HDI Book
LT-0104 Using Service Goals & Metrics to Improve Help Desk Performance HDI - Mark W. Ellis Book
LT-0105 Principles of Effective Leadership for the Support Organization HDI - Rick Kilton Book
LT-0106 How to Measure Customer Satisfaction HDI - Aale Roos Book
LT-0107 Leadership: Emotional Intelligence in Practice HDI - Joanne L. Smikle Book
LT-0108 The Role of the Service Desk in Configuration Management HDI - Robert S. Last Book
LT-0109 Building a Web Self-Service Portal: Keys to Success HDI - Paul M. Dooley Book
LT-0110 The Service Catalog HDI - Rick Leopoli & Vicky Howells Book
LT-0111 The Support Center in 2011 HDI Forum Book
LT-0112 Knowledge Management Chris Farver Book
LT-0113 Disaster Recovery for the Help Desk HDI - Jim McKennan Book
LT-0114 Overcoming Overwhelm: Thrity Days to Less Stress HDI Book
LT-0115 Emergency Survival Guide: Fast Acting Solutions to Keep Your Customers Coming Back Dartnell Book
LT-0116 Clear, Correct, Concise E-Mail Marilynne Rudick
& Leslie O’Flahavan		 Book
LT-0117 The Goal   Book
       
LT-0400 Resources for Help Desk Operations H.L. Meadows CD
       
BV-0101 75 Cage-Rattling Questions   Book
BV-0102 Beyond Generation X   Book
BV-0103 Conquer the Brain Drain   Book
BV-0104 Taking Aim on Leadership   Book
BV-0105 The Assertive Advantage   Book
BV-0106 The Innovative Woman   Book
BV-0107 Thinking Like a Manager   Book
       
BV-0200 Trombone Player Wanted Marcus Busckingham 6 DVDs
BV-0201 ITIL and the Service Desk Vol. 1 Malcom Fry DVD
BV-0203 ITIL and the Service Desk Vol. 2 Malcom Fry DVD
       
BV-0301 The Service Mentality Telephone Doctor DVD
BV-0302 Determining Caller Need 2.0 Telephone Doctor DVD
BV-0303 From Curt to Courteous 3.0 Telephone Doctor DVD
BV-0304 Four C’s of Coaching Skills Telephone Doctor DVD
BV-0305 Five Forbidden Phrases 2.0 Telephone Doctor DVD
BV-0306 Six Cardinal Rules of Customer Service Telephone Doctor DVD
BV-0307 Telesales Tips from A to Z Telephone Doctor DVD
BV-0308 Proactive Customer Service 2.0 Telephone Doctor DVD
BV-0309 Basic Basic Telephone Skills 2.0 Telephone Doctor DVD
BV-0310 What’s Wrong with this Picture Telephone Doctor DVD
BV-0311 How to Avoid Emotional Leakage 2.0 Telephone Doctor DVD
BV-0312 How to Handle the Irate Caller 2.0 Telephone Doctor DVD
BV-0313 How to Treat Every Caller as a Welcome Guest  2.0 Telephone Doctor DVD
BV-0314 Essential Elements of Internal Customer Service Telephone Doctor DVD
BV-0315 How to Deal with the Foreign Accent  2.0 Telephone Doctor DVD
BV-0315 Escape from Voicemail Jail Telephone Doctor DVD
       
BV-0401 7 Habits of Highly Effective People   CD
BV-0402 How to Coach an Effective Team   CD
BV-0403 The Winner in You   CD
BV-0404 Thinking Outside the Lines   CD