This website has the AOL Customer Retention Manual posted in full as a 7MB PDF. I'm sure there are a lot of psychological tricks in the manual, but I'm waiting on my copy to download at the moment.
Too bad this got leaked now that we are all out of the ISP games...
The design of these solar collectors is not unlike the basic theory I exploited in the antenna I designed and built for the WiFi Shootout a few years back but never got to Las Vegas.
Parabolics -- simple to implement and highly effective. Though this is more properly called a Cylindrical Reflector.