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"To Call Forward or Not Call Forward," Hospitality Upgrade, Summer 2009.

"Hotels: Are You Maximizing Your CRS?"  Hospitality Technology, November/December 2008.

Revenue Management Systems Promise and Delivery, Para II: The Hotelier's Perspective. Hospitality Upgrade, Summer 2008.

Revenue Management Systems Promise and Delivery, Part I: The Vendors Perspective. Hospitality Upgrade, Spring 2008.

"Embrace the Customer."  Lodging Hospitality, June 2007.

"Groups and Meetings: The Next Frontier in Online Booking". Hospitality Upgrade, Summer 2007.

"Ten Reasons To Love The Internet".  Lodging Hospitality, March 15, 2007.

"Future Proofing Your Property". Hospitality Upgrade, Spring 2007.

"Words Matter!" Hospitality Upgrade, Summer 2006.

"Do You Know What They're Saying About Your Hotel? How Guest Review Web Sites May be Impacting Your Bottom Line." Hospitality Upgrade, Spring 2006.

"E-Commerce" in Hotel Investment Issues & Perspectives, 4th Edition, published by American Hotel & Lodging Educational Institute.  2006. [Publication available through the Educational Institute.]

"Book Them While They're Surfing".  Bottomline, June/July 2005.

"What the Cruise Lines Can Teach the Hotel Industry". Hospitality Upgrade, Spring 2005.

"Time for Change: The Evolution of Electronic Distribution and Central Reservations Management is for Real".  Lodging, January 2005.

"Representation Companies Introduce Proactive Counseling".  Hospitality Upgrade, Fall 2004.

"Hold Your Horses! Getting a Grip on the Reins of Distribution Channel Management". Hospitality Upgrade, Summer 2004 (co-authored with Jon Inge). 

"A Wave of Ownership Change Among Reservations Representation Firms". Hospitality Upgrade, Spring 2004.

"Emerging Reservation Technology ". Lodging, January 2004.

"Hotel Data Maintenance in the GDSs  - Is It Still an Issue?" Hospitality Upgrade, Fall 2003.

"The Web Reshapes Voice Reservations". Hospitality Upgrade, Summer 2003.

"Inventory and Rate Management In a New World".  Hospitality Upgrade, Summer 2002.

"Changing Tides in Reservations and Electronic Distribution". Hospitality Upgrade, Spring 2002.

"Good Help Is Hard To Find: User Assistance on Hotel Web Sites". Hospitality Upgrade, Fall 2001 (authored by Judith Burns).

"Choosing a Reservation Representation Company. Part 2"  Hospitality Upgrade, Summer 2001.

"Choosing a Reservation Representation Company. Part 1"  Hospitality Upgrade.  Spring 2001.

"Understanding and Maximizing a Hotel's Electronic Distribution Options." Hospitality Upgrade.  Fall 2000.

"A Web Bookings Workbook:  How To Get Your Share."  Hotel & Restaurant Technology UPDATE.  Fall 1999 (co-authored with Judith Burns).

"As I See It".  Presentation to New Frontiers Conference.  September 1999.

"Considering the Future of Electronic Distribution."  Hotel & Restaurant Technology UPDATE.  Summer 1999.

"Value of the Internet for the Consumer."  Presentation at the February 1999 EuroHotec Conference, Vienna.

"Rumors of Their Demise Were Clearly Premature." The Hotel & Restaurant Technology UPDATE, Spring 1999.

"Central Reservation Systems".  Hospitality Technology 1999 Buyer's Guide.  1999.

"Selecting new computerized systems: some thoughts on easing the process." The Rooms Chronicle, Vol 6, No. 5, September/October 1998.

"The Growing CRS Role in Data Base Marketing." The Hotel & Restaurant Technology UPDATE, Fall 1998.

"CRS -- Evolving Roles, Evolving Capabilities." Lodging, June 1998.

"GDS Predictions Revisited, Lessons Learned." The Hotel & Restaurant Technology UPDATE, Summer 1998.

"GDS Data Base Maintenance: The Never-Ending Challenge - Part 2." Hotel Technology Update, Spring 1998.

"CRS: Looking Back, Looking Forward." H & A Report, March 1998.

"GDS Data Base Maintenance - The Never-Ending Challenge - Part 1." H & A Report, May/June 1997.

"Evolving Role of the Central Res System." Lodging, May 1997.

"IARE’s annual meeting draws call center managers." Travel Distribution Report, May 8, 1997.

"Getting the most out of CRS and GDS." Hotel & Motel Management, May 5, 1997.

"The Evolving Role of the Central Reservation System." H & A Report, Volume IV, Issue 3, January/February 1997.

"A Landmark Year for Hotel CRS." H & A Report, Volume IV, Issue 2, November/December 1996.

"Using GDS systems to best advantage." The Rooms Chronicle, Vol 4, No. 4, July/August 1996.

"CRS - Looking Back, Looking Forward." H & A Report, Volume III, Issue 6, May/June 1996.

"IARE members, meeting in Phoenix, weigh effects of new technologies." Travel Distribution Report, May 23, 1996.

"Global Connectivity." Hotel & Motel Management, April 22, 1996 (co-authored with Robert M. Coyne).

"Seamless - The New GDS Connectivity Standard." H & A Report, Volume III, Issue 5, January/February 1996.

"Electronic GDS Distribution - What Are Your Options?" H & A Report, Volume III, Issue 5, January/February 1996.

"Hospitality Marketing Through Global Distribution Systems." HSMAI Marketing Review, Vol. 12, No. 3, Winter 1995/1996.

"Improving Hotel Reservation Efficiency." H & A Report, Volume III, Issue 4, October/November 1995.

"Judging Hotel Reservations Office Efficiency." H & A Report, Volume III, Issue 3, July/August 1995.

"A New Generation of Central Reservation Technology." H & A Report, Volume III, Issue 2, May/June 1995.

"Global Distribution Systems: A Glimpse of the Future." Hospitality & Automation, October/November 1994.

"Global Distribution Systems: A Glimpse of the Future." The HSSS Newsletter, Vol. 5, Issue 1, November 1994.

HEDNA Educational Materials

Essentials of Revenue Management for Electronic Distribution Marketing, (Alexandria, VA: Hotel Electronic Distribution Network Association), 2003.

The HEDNA GDS Educational Kit, 2nd edition, (Pittsburgh: Hotel Electronic Distribution Network Association), 1996, Revised 1998.
Vol. 1 "Introduction to Global Distribution Systems."
Vol. 2 "Hotel Roles in the Electronic Reservation Process."
Vol. 3 "Selling Your Hotel Through the Global Distribution Network."

HEDNA Advanced Electronic Distribution Education Program. (Pittsburgh: Hotel Electronic Distribution Network Association), 1997, Revised 1998. Translations: Spanish
Vol. 1 "Revenue Management in GDSs/ADSs
Vol. 2 "Strategic Planning for Electronic Distribution through GDS and ADS"
Vol. 3 "The Global Distribution Systems & Alternative Distribution Systems:  An Overview
Vol. 4 "The Travel Agency Sales Call."

If you would like information about these training programs, please check out HEDNA's web site.