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    <title><![CDATA[user satisfaction - White Papers, Webcasts and Case Studies - TechRepublic ]]></title>
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        <title><![CDATA[Software Installation Policy]]></title>
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        <description><![CDATA[TechRepublic's Software Installation Policy will help you standardize software platforms, eliminate incompatibilities, minimize malware, and ensure that systems perform optimally. ]]></description>
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        <pubDate>Mon, 05 Nov 2012 22:34:51 -0800</pubDate>
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            <item>
        <title><![CDATA[Service Level Agreement]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/service-level-agreement/4092303]]></link>
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        <description><![CDATA[ TechRepublic's Service Level Agreement is designed to help define the project scope, project schedule, service terms, service request processes, and compensation terms for technology service(s)...]]></description>
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        <pubDate>Mon, 19 Mar 2012 08:57:39 -0700</pubDate>
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            <item>
        <title><![CDATA[The 10 worst ways to communicate with end users]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/the-10-worst-ways-to-communicate-with-end-users/3331723]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[To be a successful support tech, you have to be a skilled communicator. See if you recognize any of these common communication missteps.This download is also available as an entry in our 10 Things...]]></description>
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        <pubDate>Tue, 16 Aug 2011 07:08:19 -0700</pubDate>
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            <item>
        <title><![CDATA[Five Word tips that could change your life]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/five-word-tips-that-could-change-your-life/2924241]]></link>
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        <description><![CDATA[Searching for ways to increase your Word productivity may get in the way of your productivity. So here are a few tricks you don't need to unearth. Efficient, simple to use, easy to remember.This...]]></description>
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        <pubDate>Tue, 07 Jun 2011 12:13:59 -0700</pubDate>
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            <item>
        <title><![CDATA[10 things end users do that drive me crazy]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-end-users-do-that-drive-me-crazy/2885105]]></link>
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        <description><![CDATA[Annoying users come with the support tech territory, but sometimes a little venting can help. See if these scenarios sound familiar. This download is also available as an entry in our 10 Things blog.]]></description>
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        <pubDate>Fri, 06 May 2011 08:39:08 -0700</pubDate>
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            <item>
        <title><![CDATA[10 cool add-ins for Office 2007 and 2010]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-cool-add-ins-for-office-2007-and-2010/2878147]]></link>
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        <description><![CDATA[Add-ins let you enhance your Office apps so they can do more things -- and do things better. Susan Harkins combed through the vast sea of Office add-ins to produce this list of winners.This...]]></description>
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        <pubDate>Fri, 29 Apr 2011 10:51:36 -0700</pubDate>
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            <item>
        <title><![CDATA[Five tips for using Ccleaner to degunk your system]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/five-tips-for-using-ccleaner-to-degunk-your-system/2850773]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Ccleaner is one of the best all-around tools for keeping your computer optimized and free of the junk that accumulates from Internet surfing, obsolete apps, and other fragments that clog up your...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/five-tips-for-using-ccleaner-to-degunk-your-system/2850773]]></guid>
        <pubDate>Fri, 08 Apr 2011 12:55:20 -0700</pubDate>
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        <title><![CDATA[Five tips for efficient file management in Windows 7]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/five-tips-for-efficient-file-management-in-windows-7/2701737]]></link>
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        <description><![CDATA[Share these tips with Windows 7 newbies to reduce initial confusion and help them get up to speed quickly.This download is also available as an entry in our Five Tips blog.]]></description>
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        <pubDate>Tue, 08 Mar 2011 10:40:22 -0800</pubDate>
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            <item>
        <title><![CDATA[10 easy ways to speed up an Access database]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-easy-ways-to-speed-up-an-access-database/2562325]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Even your least technical Access users can improve the performance of their databases. Susan Harkins shares some basic tips those users can put to work right away.This download is also available...]]></description>
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        <pubDate>Tue, 22 Feb 2011 16:15:11 -0800</pubDate>
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            <item>
        <title><![CDATA[10 Office tips I learned from readers in 2010]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-office-tips-i-learned-from-readers-in-2010/2386781]]></link>
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        <description><![CDATA[Some of the best information on TechRepublic is sparked by discussions that spring up around a particular tip or technique. Susan Harkins shares a selection of the insights, refinements, and...]]></description>
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        <pubDate>Fri, 07 Jan 2011 08:03:57 -0800</pubDate>
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            <item>
        <title><![CDATA[My 10 favorite Office tips of the year]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/my-10-favorite-office-tips-of-the-year/2371671]]></link>
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        <description><![CDATA[During 2010, Susan Harkins wrote more than 200 tips to help Office users and the techs who support them. To wrap up the year, she's selected 10 of the ones she (and TR members) liked the most.This...]]></description>
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        <pubDate>Thu, 23 Dec 2010 07:45:40 -0800</pubDate>
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            <item>
        <title><![CDATA[Five tips for editing the Windows registry... safely]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/five-tips-for-editing-the-windows-registry-safely/2314425]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Editing the registry is sometimes the best route to resolving a problem or tweaking Windows to meet your needs. But unless you follow these safety practices, it might be the quickest route to...]]></description>
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        <pubDate>Wed, 03 Nov 2010 14:22:29 -0700</pubDate>
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        <title><![CDATA[10 steps to creating an Outlook appointment (without using your mouse)]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-steps-to-creating-an-outlook-appointment-without-using-your-mouse/2299451]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[If you're a diehard keyboard fan, you'll appreciate this mouse-free technique for setting up your Outlook appointments.This download is also available as an entry in our 10 Things blog.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-steps-to-creating-an-outlook-appointment-without-using-your-mouse/2299451]]></guid>
        <pubDate>Thu, 21 Oct 2010 08:44:24 -0700</pubDate>
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        <title><![CDATA[Five tips for getting rid of crapware]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/five-tips-for-getting-rid-of-crapware/2294163]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[New computers are being sold with crapware installed. I don't like it. I doubt that you do, either. Here's what we can do about it.This download is also available as an entry in our 10 Things blog.]]></description>
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        <pubDate>Mon, 18 Oct 2010 07:32:37 -0700</pubDate>
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            <item>
        <title><![CDATA[10 ways to get more mileage out of Word 2010 templates]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-ways-to-get-more-mileage-out-of-word-2010-templates/2214655]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Document templates are one of Word's most powerful features. Here are some simple tricks for building templates that will streamline your document tasks. This download is also available as an...]]></description>
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        <pubDate>Wed, 29 Sep 2010 12:41:55 -0700</pubDate>
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        <title><![CDATA[10 tips for troubleshooting PC system slowdowns]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-tips-for-troubleshooting-pc-system-slowdowns/2212419]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[When PC performance slows to a crawl, a systematic troubleshooting plan will help you zero in on the cause. Deb Shinder runs through likely culprits and describes steps you can take to improve...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-tips-for-troubleshooting-pc-system-slowdowns/2212419]]></guid>
        <pubDate>Mon, 27 Sep 2010 08:05:53 -0700</pubDate>
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        <title><![CDATA[10 steps to setting up page numbering in Word sections]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-steps-to-setting-up-page-numbering-in-word-sections/2192253]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[If you've ever been outfoxed by Word's page numbering options in a multiple-section document, here's good news: Controlling how the pages in each section are numbered is actually pretty easy....]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-steps-to-setting-up-page-numbering-in-word-sections/2192253]]></guid>
        <pubDate>Thu, 23 Sep 2010 09:38:01 -0700</pubDate>
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        <title><![CDATA[10 things your users need to know about Office 2010]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-your-users-need-to-know-about-office-2010/1924915]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Even if your users are familiar with the Office 2007 interface, they're going to have questions about Office 2010 features and functionality. This list will help them find some of the answers on...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-your-users-need-to-know-about-office-2010/1924915]]></guid>
        <pubDate>Tue, 10 Aug 2010 12:36:32 -0700</pubDate>
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        <title><![CDATA[Top 10 sites to debunk Internet hoaxes]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/top-10-sites-to-debunk-internet-hoaxes/1921769]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[When your users turn into Chicken Little over the latest hoax, scam, rumor, or urban legend, point them to the sites on this list to ease their minds (and preempt a rash of chain mail).This...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/top-10-sites-to-debunk-internet-hoaxes/1921769]]></guid>
        <pubDate>Fri, 06 Aug 2010 15:05:39 -0700</pubDate>
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        <title><![CDATA[10 QuickBooks issues and how to resolve them]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-quickbooks-issues-and-how-to-resolve-them/1836721]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[When something goes wrong with QuickBooks, the consequences can be pretty dire. Luckily, many common problems are easy to fix -- once you know about them.This download is also available as an...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-quickbooks-issues-and-how-to-resolve-them/1836721]]></guid>
        <pubDate>Mon, 07 Jun 2010 11:09:12 -0700</pubDate>
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        <title><![CDATA[10 things to consider when choosing a help desk system]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-to-consider-when-choosing-a-help-desk-system/1701307]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[The right help desk system can make all the difference in the success of your firm or IT group. Before you commit to a solution, be sure you've considered all the angles.This download is also...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-to-consider-when-choosing-a-help-desk-system/1701307]]></guid>
        <pubDate>Fri, 02 Apr 2010 08:41:15 -0700</pubDate>
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        <title><![CDATA[User satisfaction survey]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/user-satisfaction-survey/1625547]]></link>
        <s:doctype><![CDATA[Tools & Templates]]></s:doctype>
        <description><![CDATA[Surveys offer an excellent way to determine the level of end-user satisfaction, but to get accurate and useful results, you need a clear and simple assessment form. This survey includes a mix of...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/user-satisfaction-survey/1625547]]></guid>
        <pubDate>Fri, 12 Mar 2010 12:42:59 -0800</pubDate>
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        <title><![CDATA[10 questions on managing business technology: An interview with Bill Keyworth]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-questions-on-managing-business-technology-an-interview-with-bill-keyworth/1622413]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Bill Keyworth pioneered the development of IT service management as a means of maximizing business value. In this interview, he discusses that experience and shares his views on various tech and...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-questions-on-managing-business-technology-an-interview-with-bill-keyworth/1622413]]></guid>
        <pubDate>Mon, 08 Mar 2010 08:32:49 -0800</pubDate>
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        <title><![CDATA[10 things you shouldn't do when working with an upset customer]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-you-shouldnt-do-when-working-with-an-upset-customer/1492673]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Nobody likes dealing with an angry user, but it comes with the tech territory. Here are a few ways to keep things from going from bad to worse.This download is also available as an entry in our 10...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-you-shouldnt-do-when-working-with-an-upset-customer/1492673]]></guid>
        <pubDate>Mon, 08 Feb 2010 06:57:52 -0800</pubDate>
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        <title><![CDATA[10 technology traps your users should watch out for]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-technology-traps-your-users-should-watch-out-for/1378129]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[We take certain best practices for granted, but users who don't know any better often create problems for themselves. This list will help steer them away from common pitfalls. This download is...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-technology-traps-your-users-should-watch-out-for/1378129]]></guid>
        <pubDate>Mon, 25 Jan 2010 12:45:51 -0800</pubDate>
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        <title><![CDATA[10 common user questions - and some analogies that help clear things up]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-common-user-questions-and-some-analogies-that-help-clear-things-up/1252117]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Sometimes, the only way to help users grasp a tech concept is to throw them a lifeline to something they already understand. Here are some field-tested analogies from TechRepublic members.This...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-common-user-questions-and-some-analogies-that-help-clear-things-up/1252117]]></guid>
        <pubDate>Wed, 23 Dec 2009 13:23:49 -0800</pubDate>
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        <title><![CDATA[10 free Microsoft programs worth checking out]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-free-microsoft-programs-worth-checking-out/1163937]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[If you know where to look, you can find a variety of useful software - free from Microsoft. Greg Shultz introduces a few of his favorites.This download is also available as an entry in our 10...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-free-microsoft-programs-worth-checking-out/1163937]]></guid>
        <pubDate>Thu, 15 Oct 2009 11:53:27 -0700</pubDate>
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        <title><![CDATA[10 things they didn't tell you about mobile working]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-they-didnt-tell-you-about-mobile-working/1157125]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Jeff Dray reflects on the role of mobile networking in his work as a roving IT support pro and shares some of the mobility &quot;rules&quot; he's discovered over the years.This download is also available as...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-they-didnt-tell-you-about-mobile-working/1157125]]></guid>
        <pubDate>Wed, 07 Oct 2009 14:10:15 -0700</pubDate>
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        <title><![CDATA[10+ ways to avoid drawing layer headaches in Word]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-ways-to-avoid-drawing-layer-headaches-in-word/1124983]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Word offers some decent drawing tools, but they don't always give you the results you expect. Susan Harkins unravels some of Word's drawing layer mysteries.This download is also available as an...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-ways-to-avoid-drawing-layer-headaches-in-word/1124983]]></guid>
        <pubDate>Thu, 27 Aug 2009 13:39:48 -0700</pubDate>
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        <title><![CDATA[10 habits of superstitious users]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-habits-of-superstitious-users/1121595]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[For some users, the computer is unfathomable -- leading them to make bizarre assumptions about technology and the effect of their own actions. Here are a few irrational beliefs such users...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-habits-of-superstitious-users/1121595]]></guid>
        <pubDate>Mon, 24 Aug 2009 14:16:58 -0700</pubDate>
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        <title><![CDATA[10+ ways to recover a corrupted Word document]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-ways-to-recover-a-corrupted-word-document/1116887]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Few computer experiences are worse than having a Word document blow up on you. But before you resign yourself to losing the document contents, check out these techniques for salvaging your...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-ways-to-recover-a-corrupted-word-document/1116887]]></guid>
        <pubDate>Mon, 17 Aug 2009 14:54:46 -0700</pubDate>
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        <title><![CDATA[37 keyboard shortcuts for moving faster in the Visual Basic Editor]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/37-keyboard-shortcuts-for-moving-faster-in-the-visual-basic-editor/1111729]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[The Visual Basic Editor (VBE) is the development environment in the Microsoft Office applications. These keyboard shortcuts will help you work more efficiently while entering, viewing, and editing...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/37-keyboard-shortcuts-for-moving-faster-in-the-visual-basic-editor/1111729]]></guid>
        <pubDate>Fri, 07 Aug 2009 11:36:53 -0700</pubDate>
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        <title><![CDATA[10 cool ways to get more mileage out of Adobe Reader 8 and 9]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-cool-ways-to-get-more-mileage-out-of-adobe-reader-8-and-9/1091927]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Adobe Reader may seem a bit dull and utilitarian, but the latest versions offer some lesser-known features that can greatly enhance your PDF-reading experience. From enabling Automatic Scrolling...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-cool-ways-to-get-more-mileage-out-of-adobe-reader-8-and-9/1091927]]></guid>
        <pubDate>Mon, 20 Jul 2009 14:06:32 -0700</pubDate>
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        <title><![CDATA[Jeff Dray's top 10 help desk calls]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/jeff-drays-top-10-help-desk-calls/1088177]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Having spent a number of years fielding help desk calls, Jeff Dray has accumulated quite a collection of clueless user stories. Here are 10 of his favorites.This download is also available as an...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/jeff-drays-top-10-help-desk-calls/1088177]]></guid>
        <pubDate>Tue, 14 Jul 2009 11:44:37 -0700</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[10 things that drive your users crazy]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-that-drive-your-users-crazy/1007921]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[When users get angry or frustrated, your job becomes a whole lot harder. But if you know what's likely to set them off, you can keep things on a more even keel. Here are a few common emotional...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-that-drive-your-users-crazy/1007921]]></guid>
        <pubDate>Wed, 10 Jun 2009 09:20:12 -0700</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[10 things that should be on your new-user checklist]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-that-should-be-on-your-new-user-checklist/974711]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Getting new users off on the right foot is good for them and for the organization -- and it will certainly make your support tasks more manageable and less frustrating in the future. Jeff Dray...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-that-should-be-on-your-new-user-checklist/974711]]></guid>
        <pubDate>Thu, 07 May 2009 08:33:48 -0700</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[10+ air travel tips for IT pros]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-air-travel-tips-for-it-pros/906691]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Flying has become trickier than it once was -- especially if you're packing a laptop and other electronic gadgetry. Here's some basic advice, along with a few pointers for traveling techs, to help...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-air-travel-tips-for-it-pros/906691]]></guid>
        <pubDate>Tue, 20 Jan 2009 12:48:11 -0800</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[10 commands you may want to add to the Office 2007 Quick Access Toolbar]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-commands-you-may-want-to-add-to-the-office-2007-quick-access-toolbar/395627]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[If the Office 2007 Ribbon has you pulling your hair out, a little customization may ease the pain. Susan Harkins explains how to put your frequently needed or hard to find items on the Quick...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-commands-you-may-want-to-add-to-the-office-2007-quick-access-toolbar/395627]]></guid>
        <pubDate>Mon, 24 Nov 2008 16:23:47 -0800</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[Service Level Agreements Policy]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/service-level-agreements-policy/395547]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[Trying to determine what should be included in the service level agreements between your IS department and your business units? This sample service level agreement outlines service level roles,...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/service-level-agreements-policy/395547]]></guid>
        <pubDate>Wed, 19 Nov 2008 13:36:40 -0800</pubDate>
        <enclosure url="" type="image/jpeg" />
        
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        <title><![CDATA[10 things to check before you start working on the help desk]]></title>
        <link><![CDATA[http://www.techrepublic.com/downloads/10-things-to-check-before-you-start-working-on-the-help-desk/395091]]></link>
        <s:doctype><![CDATA[Downloads]]></s:doctype>
        <description><![CDATA[If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what...]]></description>
        <guid><![CDATA[http://www.techrepublic.com/downloads/10-things-to-check-before-you-start-working-on-the-help-desk/395091]]></guid>
        <pubDate>Tue, 11 Nov 2008 06:45:51 -0800</pubDate>
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