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You have a computer problem and you've found that the "Help" files aren't always so helpful. Where do you turn now? When a problem is recurring, or skill level is an issue, more adequate training may be the answer. For more immediate concerns,
a systems administrator, or a technology assistance provider is usually the best resource for getting help. If this support
isn't available, the guide below suggests the best Web sites to check for the help you need. No matter what, don't do nothing.
Letting computer problems fester can add to lost work time and low morale -- all of which lead to missed opportunities for
fulfilling your library's mission.
Manufacturer support This is probably not a revelation to you, but sometimes manufacturers don't provide the best support for their hardware and
software. It seems unbelievable to some companies, but staying on hold and being switched from department to department isn't
everyone's idea of a good time.
With that said, there are many exceptions to the rule. Customer support is getting better, not worse, at most companies. The
Internet has given many manufacturers the ability to answer questions on their Web sites or via e-mail, avoiding the dreaded
"elevator music" common in most support phone calls. At the very least, the manufacturer should be the first place you turn
to when you have malfunctioning hardware or software. It is their responsibility to take care of problems that are covered
by your warranty, and they are sometimes the most knowledgeable resource of information concerning the product they created
(while this may seem logical, it is not always the case).
Newsgroups, listservs, and bulletin boards The Internet historically has been an excellent resource for providing technology support. Newsgroups and listservs have been
the best tools for finding timely support information and answers to obscure technological questions. With the advent of the
Web, that information has become much more accessible and user friendly.
A newsgroup is a discussion about a particular topic, and consists of a group of messages that pertain to that topic. Most
newsgroups are hosted on the Internet, but they can also be hosted from servers that are not part of the Internet. Sometimes
newsgroups are referred to generically as Usenet, which is the overall network of newsgroups. Usenet has a special protocol
called Network News Transfer Protocol or NNTP, which many popular e-mail programs and browsers (such as Netscape, Internet
Explorer, and Opera) can read. If your browser or e-mail program cannot read NNTP, you will need to download a newsreader,
a piece of software that is compatible with your operating system.
The idea of sharing information between users has been around for some time, and often it is still the best way to obtain
support. It's a good bet that your problem is not unique (which doesn't make it any less annoying), and that someone has just
the answer you need. The problem is that with thousands of user groups devoted to even the most obscure types of computing
technology, it can be very hard to locate the right people when you need them.
TechSoup's message board is a great place to pose your tough tech questions. The NPO Techie Listserv is a lively and focused forum where people involved in technology administration can post resources,
exchange ideas, and troubleshoot common problems.
Run by Alnissa Allgood of Nonprofit-Tech, the NonProfit Tech Online Forum is an ongoing technology discussion for nonprofit organizations.
LibNT is a mailing list designed for libraries that use Windows NT based computers (NT, XP, 2000). Lots of "techies" post
questions and get answers on this list.
Topica hosts thousands of public listservs and discussions. Technology support Web portals Here are some tech support Web portals that can direct you to resources and information to help you find the information you
are looking for. Some even provide message boards and chat rooms to get answers to your questions online.
A service of CNET, Help.com provides a vast array of support message boards on virtually any technology topic. You can also access a number
of informative how-tos and tips on popular products.
While TechKnow-How.com mainly provides fee-based online support, it also offers members free access to a relatively thorough
software knowledge base.
Tech24.com offers an extensive set of links to customer support sites. Online support services Online support services, a relatively recent phenomenon, provide answers to support questions online or via e-mail. Several
of these services even allow you to have a service representative take control of your computer on the Internet and try to
fix your problem remotely. However, this may not be free.
ExpertCity provides real-time support through screen sharing and chat rooms. TechKnow-How.com offers fee-based technical support via chat rooms or over the telephone. Tech24.com provides free e-mail help and real time chat support from its "computer geeks." The solution to your computer problem is out there -- don't give up. |
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| Online Technical Support |
How to use online resources such as newsgroups, listservs, and message boards to get the technical support you need.
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