Sometimes I simply say "I don't know" (and I truly would not) .. is this a
necessary help issue ?

They usually cannot believe it, but then I say I do not run the Internet.
Some people still think, because it is "their" email, that the Internet is a
private network. By opening up our networks to the greater world, we
introduce hosts of issues which we may not have control over, and we
therefore need end-user education even more-so to understand basic security
issues such as phishing and identity theft.

Is IT responsible if an end user gets ripped off using a network which we
provide, due to their negligence of how scams work on the Internet ? Or
would "professional development" help avoid some of these issues.

Bill Clark

-----Original Message-----
From: School Information Technology Discussion
[mailto:[log in to unmask]]On Behalf Of Eric Hall
Sent: Thursday, November 10, 2005 1:00 PM
To: [log in to unmask]
Subject: Re: Hardware Support, etc,

I find it amusing that as I was just sifting through email I found a request
from a user about how to do something basic with their software.... By the
time I got to the message, the user had actually found the MANUAL for the
software and answered their own question! Imagine that. Along similar lines
I often field software questions that I am able to answer quickly myself
using Help menus. A training issue, I guess.

This makes me think: I guess my "How To" folders should include PDF
documentation where applicable. How about "How To Use Help"? "Help Using

I find that many folks are prone to emailing and calling HelpDesk for quick
questions rather than trying to solve the problem/answer the question
themselves. OK, it's easier for someone to just give you the answer when
you're in a hurry. It is interesting that the more available a tech support
person is, the less people tend to help themselves!

Is the opposite true as well? Does this mean that the schools with less
support are developing users with better problem-solving skills? More
risk-taking behavior because there are few alternatives? Are staff and
students in schools with more accessible support getting lazy?


> Adam,
> We've been talking about doing exactly that for over a year now in the
> Central Region but have not made much progress in making it happen.   Is
> anybody out
> there already doing it?   Skip the decaf.
> In a message dated 11/10/05 10:27:09 AM, [log in to unmask] writes:
>> It would be most inventive to find a way to share those resources so
>> school didnąt have to reinvent the video ­ so to speak. Fire up those
>> collaboration minds and tools. How about a statewide tech support video
>> ? All
>> comes down to time in the end. Never know, such and animal may already
>> out there. I need more coffee.
>> Adam
>> On 11/10/05 8:26 AM, "Tommy Walz" <[log in to unmask]> wrote:
>> David,
>> I totally agree.   We need to explore such tools that will help us take
>> pressure off the tech support folks, especially in the area of routine
>> procedures.   I still remember Kay's striking example of using video with
>> IEP
>> student and witnessing a teacher in Eric Hall's computer lab at Crossett
>> Brook
>> looking up a video on the network on how to use a digital camera.   Very
>> good stuff.
>> In a message dated 11/10/05 8:09:08 AM, [log in to unmask] writes:
>> Reading Tommie's ratio of support staff to clients makes me think 
>> perhaps we ought to clone our support people to improve the ratio 
>> using video ipods showing how support people check that everything is 
>> plugged in etc.
> Tommy J. Walz
> Technology Coordinator
> Barre Supervisory Union
> 120 Ayers St.
> Barre VT 05641
> Tel 802-476-5011