Its Web strategy, talented staff and dedicated customer care have made Washington State University's in-plant one of the country's most successful.

By Mike Llewellyn

"We're going to respond more quickly to the move to a digital workflow," he says. "We're totally digital in our proofing systems, but we're not quite there yet in our press room."

Staying on top of customer service has allowed the Office of University Publications and Printing to expand to include a copy center, a mailing center and a copyright center. This expansion, represented most impressively by a 900,000-impression boost in the copy center in 2000, led the shop to an IPMA Management Award in 2001.