The HDI Reading Room Is Here!

We’re very pleased to announce the launch of the HDI Reading Room, a new app that brings SupportWorld to your tablet device.

You must be a member of the HDI community to use the app. Registration is complimentary—create an account today! And be sure to subscribe to the HDI Industry Resources & Research list to ensure you receive notifications when new content is uploaded to the website and/or the app.

We’ll be adding more great content to the app in the coming months—look for the 2014 HDI Desktop Support Practices & Salary Report in April—and your feedback will help us make the app and our digital content the best they can be. Please share your feedback and comments with us at


Requires iOS 5.0 or later. Not compatible with iPhone.

Requires Android 3.0 or later. Not compatible with all Android phone formats.

Requires Android 3.0 or later. Not compatible with 1st-gen Kindle Fire (2011).

Questions? Read the FAQs or contact the HDI Customer Care Center at 800.248.5667. 

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The Knowledge Issue March/April 2014 Published On: Mar 01, 2014

In the past decade or so, many organizations have built knowledge management into their technical support strategies and dedicated resources to executing on those strategies. These strategies focus on using knowledge to improve performance and customer satisfaction, provide a competitive advantage, and encourage innovation and continuous improvement across the organization. However, there’s more to knowledge than just management; there’s also the acquisition of knowledge. Professional development is one way to acquire knowledge. In this issue of SupportWorld, you’ll find articles that look at knowledge from both perspectives: management and acquisition.

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The Mobility Issue January/February 2014 Published On: Jan 15, 2014

Welcome to the New Year and the new, all-digital SupportWorld! The theme for this first digital issue is, appropriately, mobility. You'll find articles on mobile support, mobility and Big Data, being a mobile support professional, mobile customer service strategies, and the latest BYO trend, Bring Your Own App. In addition, there are features on outsourcing, leadership, improvement, social media, the Internet of Things, Windows 8.1, and the customer experience.

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The State of the Industry Issue November/December 2013 Published On: Nov 01, 2013

Another year is almost gone, but what a great year it was! It’s amazing to think that the things we were discussing five years ago, the things we thought would be our future, are the here and now: the customer experience, mobility, anytime, anywhere support, BYOD, the cloud, etc. But the industry continues to evolve, and while we will continue to focus on these trends, we must prepare for the future.

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The Human Factor Issue September/October 2013 Published On: Sep 01, 2013

The role of technical support is changing rapidly, and technical support organizations face mounting pressure to deliver measurable value to the business while dealing with game-changing technological shifts, like mobility and virtualization. Alongside those changes—perhaps the underlying driver for these changes—has been a renewed focus on both internal and external customers. With this dynamic landscape in view, this issue focuses on the human factors of technical support.

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The Infrastructure Issue July/August 2013 Published On: Jul 01, 2013

Infrastructure management is one of the keys to running a successful business. New business technologies—BYOD, mobile devices, the cloud, and virtualization, just to name a few—are changing the way we work, communicate, and collaborate. We need smarter infrastructures that can sustain and enhance the services our organizations provide, while enabling us to not only address today’s challenges but also take advantage of tomorrow’s opportunities.

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