B.

About HDI
HDI is the world's largest membership association for IT service and
support professionals and the premier certification body for the industry.

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Yearly ProgressPro(TM) helps administrators and teachers track progress
towards districts' Adequate Yearly Progress goals, a key component of No Child
Left Behind.ftworks.com) in
1998, she was vice president of worldwide service at Scopus , a leading
customer relationship management (CRM) tool manufacturer. in Computer Science. For more information, visit
http://www.

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The book addresses:

* How to create and maintain knowledge
* How to deliver knowledge inside the support center and through self-
service
* How to organize and staff for knowledge management
* How to understand, select and implement technology
* How to measure knowledge management
* How to make self-service work
* What the future holds for knowledge management and support

In addition, Collective Wisdom: Transforming Support Through Knowledge
includes a knowledge management tool requirements checklist template and
glossary.thinkhdi.
Founded in 1989, HDI's mission is to lead and promote the IT service and
support industry by empowering its members through access to timely and
valuable industry information, including reports and publications; encouraging
member collaboration through events and online forums; and establishing
internationally recognized, standards-based industry certification and
training programs.

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Link collections, especially annotated ones regarding math, math research, math education, and so on.

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Teachers monitor progress through a series of scientifically
designed weekly assessments, or they create their own tests from an item bank
containing 37,000 problems. McGraw-Hill Digital
Learning is part of McGraw-Hill Education's Assessment and Reporting group,
and is owned by The McGraw-Hill Companies (NYSE: MHP), a global information
services provider meeting worldwide needs in the financial services, education
and business information markets through leading brands such as Standard +
Poor's and BusinessWeek. Kay graduated from Dartmouth
College with an A.

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Collective Wisdom lays out the business case clearly, commented
Ron Muns, founder and CEO of HDI.com/estore. in Math and Science Education from the University of California at
Berkeley .com.

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A broad
panel consisting of representatives from the industry trade press, mainstream
technology writers, industry experts and analysts completed the first round of
judging. For more information , visit http://www.

ABOUT MCGRAW-HILL DIGITAL LEARNING
McGraw-Hill Digital Learning provides research-based, standards-aligned
solutions that integrate diagnostics, prescriptive content , and reporting to
improve instruction and raise student performance.
David Kay, principal of DB Kay + Associates (http://www. and launched DB Kay + Associates in 2003.

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"It is extremely gratifying to be recognized by our peers, and a powerful
illustration of Digital Learning's commitment to provide high-quality,
innovative, and research-based solutions to raise student achievement in K-12
schools nationwide," said Steven A. Collective Wisdom: Transforming Support Through Knowledge provides
IT service and support professionals with a comprehensive overview to the role
of knowledge management in the support environment. Collective
Wisdom shows how to drive self-service that really works or customers.com

About the Book:
Title: Collective Wisdom: Transforming Support Through Knowledge
Publisher: HDI
Pages: 343
ISBN #: 1-57125-000-X
HDI Member Price: $49 /Non-member Price: $59

About the Authors:
Francoise Tourniaire has more than 20 years' experience as a support and
services executive. Prior to founding FT Works (http: //www. She's an active contributor to SSPA News and Sbusiness, as
well as a regular speaker at support industry conferences.

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By bringing together talent from the
various product development fields, we believe we can deliver the best
products and value to our customers. "HDI research shows that self -service is at
the top of support executives' priority lists, but organizations rarely
deliver a self-service that works as much as 50% of the time.dbkay.
Kay also led TRW Search Access and held product management and marketing
positions at NeXT Software and Apple Computer. Kay has been recognized with a
Consortium Innovator Award from the Consortium for Service Innovation for his
contributions to their Knowledge-Centered Support and Adaptive Organization
initiatives.

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com. HDI has
more than 7,500 members worldwide including many of the Fortune 500, and 60
local chapters in North America .

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3 billion. Before that, she
held executive and management positions with Intel, Sybase and Ingres .D. Kay is certified by HDI to
teach the KCS Foundations workshop, and is an HDI-certified Help Desk Manager.

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, HDI, the world's largest
membership association for IT service and support professionals and the
premier certification body for the industry, has announced the publication of
a new book , Collective Wisdom: Transforming Support Through Knowledge authored
by Francoise Tourniaire and David Kay, two well-respected knowledge management
experts. He is co-inventor of six pending patents covering the use of
next-generation technology in customer service. In addition to membership, certification and training, HDI
produces the world's largest and highest-rated event for service and support
professionals , the HDI Annual Conference + Expo.

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Math problems in the test pool have been developed and reviewed by
university researchers, curriculum and assessment experts and teachers for
content quality and validity.
He worked with industry-leading support organizations at Microsoft and Apple
Computer and vendors such as Siebel Systems and Genesys to develop concepts
that contribute to Unified Service Practices. HDI is member-focused, and
remains vendor-neutral in its efforts to facilitate open, independent
networking and information sharing within the association network.

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A second round of judging was based on votes from SIIA members. Through weekly 15-minute tests, Yearly ProgressPro(TM) Math is able
to evaluate student progress and prescribe specific instruction for individual
students.

About Yearly ProgressPro(TM)
Launched in 2003 by McGraw-Hill Digital Learning, Yearly ProgressPro (TM)
is an online progress monitoring system built on 25 years of research in the
scientific methodology of Curriculum-Based Measurement, which has been proven
to be a highly effective method for improving student learning outcomes.com and
click "Product Tour" or call 1-800-848-1567, ext.com), has
been an innovator of using technology in service of knowledge-intensive
business processes like customer support since 1984.

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This year, more than 800 companies
submitted 1,000 nominations -- the most in the program's history.

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"

Personalized Instruction
Yearly ProgressPro(TM) Math is available for Grades 1-8, Algebra and
Geometry.
Media who would like review copies of Collective Wisdom: Transforming
Support Through Knowledge should contact Jennifer McClure of New
Communications Strategies at (650) 331-0083 or jenm@newcomm-llc.

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By combining ongoing progress monitoring with
individualized instruction, Yearly ProgressPro(TM) Math gives teachers
important tools to help every child succeed in math. 4424.
"While most people believe there's ROI from implementing knowledge
management , they're rarely able to state what it is in a way that's clear to
executives.

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mheducation.

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Sales in 2004 were $5. New Book by Francoise Tourniaire and David Kay

Presents First Book on Knowledge Management for the Support Industry

COLORADO SPRINGS, Colo.

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McGraw -Hill Digital Learning's Yearly ProgressPro(TM) Wins 2005 Codie Award for Mathematics Education

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"The award is an affirmation of our integrated work approach
that fosters strong collaboration between our technology development team and
our editorial and research groups.

While there are many books on support, and many books on knowledge management,
Collective Wisdom is the first book on knowledge management for the support
industry. He has developed business
processes and applied software that has empowered knowledge workers in the
fields of customer service, e-commerce , library science, business
intelligence, software development, and national intelligence analysis . Kay
held leadership roles at Kanisa Inc.

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The Codie Awards, established by SIIA, are the only peer-recognition
awards given in the industry, and provide a unique opportunity for companies
to earn the praise of their competitors. Majchrzak, editorial director, McGraw-Hill
Digital Learning ."
Collective Wisdom: Transforming Support Through Knowledge is available for
purchase on HDI 's eStore at http://www.

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Industry Group Recognizes Online Monitoring System

NEW YORK, McGraw-Hill Digital Learning's
groundbreaking online student progress monitoring system, Yearly
ProgressPro(TM) Math, is the recipient of a 2005 Codie Award for Best
Elementary Education Instructional Solution for Mathematics from the Software
+ Information Industry Association (SIIA). Founded in 1888, the Corporation has more than 290
offices in more than 37 countries. Additional
information is available at http://www. She holds a
Bachelor's and Master's in Mathematics from the University of Paris, France,
and a Ph.

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In addition, the program includes nearly 900
tutorial exercises that can be prescribed automatically to meet each student's
individual learning needs.mhdigitallearning .

HDI Publishes Collective Wisdom: Transforming Support Through Knowledge

The new book is significant because it represents an industry first. She's
the author of The Art of Software Support and Just Enough CRM, both published
by Prentice Hall.