Resolving user access issues is inherent in managing electronic resources in libraries. The University of Maryland University College (UMUC) Library, situated within a predominantly distance learning-centered institution, has developed a series of web-based technical help pages to facilitate resolution of typical issues reported by its…

Students pick up technology faster than their teacher's. So when it comes to troubleshooting technical headaches in the classroom, it's not surprising that schools are turning to their own best resources--the students themselves. Whether staffing a "genius bar" in the media center or troubleshooting a balky projector, students at some schools are…

Indiana University (IU) provides great support for the technology the community needs to teach, learn, and conduct research. Rather than limiting support by defining a rigid support matrix, IU has chosen instead to utilize knowledge management technology to provide self-service for repetitive information technology (IT) questions, and focus…

Miscommunications and misunderstandings surrounding common words that have one meaning in library-speak and a different meaning in IT-speak are all too common. There are tons of books on communicating; one could spend a career reading them all. In this article, the author recommends one book that describes how to focus on phrasing questions in…

Data loss from life's little power calamities may be the most common form of IT disaster any campus can face. According to a 2007 industry association survey(www.connect.educause.edu/library/ecar/shelterfromthestormitandb/41174), 82 percent of higher education institutions reporting a disruptive occurrence in the five years prior to the study…