By Joshua Feinberg
1. When in doubt, reboot.
Before you consider an issue a real computer support problem and call
your computer consultant, always reboot first. Exit out of whatever files
and programs you're working on. Then run through a Shutdown and Restart
sequence to reboot your PC.
If you suspect the problem involves something hardware-related,
such as a network card, modem, mouse, keyboard or sound card, go one step
further. Shut down your PC. Turn the power off for a minute or so and
then power your PC back up again.
2. Protect against viruses with a strong defense.
Guard against expensive emergency computer support service calls for virus-related
problems. Make sure every PC, notebook and server in your office is licensed
for antivirus software, has antivirus software installed and properly
configured—and most importantly gets refreshed at least once every
two to four weeks with up-to-date virus definitions, also known as signature
files.
3. Take a hard line on unauthorized software installation.
Many end users in offices of all sizes mistakenly assume a personal computer
(PC) is their personal asset and that they can install whatever software
they like.
However, since installing unauthorized software can
lead to enormous piracy liability, virus infections and major operating
system and application instability, it’s in your best interest to take
a hard line with your staff and co-workers.
Make one person in your office in charge of installing
and maintaining all software—period. And while you're at it, have
this same person keep all software diskettes, CD-ROMs, license agreements
and installation codes locked up.
4. Install power protection before you need it.
Are your computers ready for brownouts, blackouts, surges and sags? Do
you have adequate surge protection measures in place? Do you have an uninterruptible
power supply (UPS) fully charged up, tested and ready to go? If you answered
"Not Sure" or "No", you're certainly not alone. Your
computer and phone systems may be a lot more vulnerable than you realize.
Make sure every piece of sensitive electronic equipment
in your office has some kind of surge protection or battery backup power.
Also, regularly test your uninterruptible power supply and monitor its
related software log files.
5. Learn how to use your backup/restore software
and tape drive before you have an emergency.
Don't wait until your CEO inadvertently deletes a folder of important
Microsoft Excel files to learn about and test your backup/restore system.
By then, you'll likely be in a panic and need an expensive computer consultant
service call.
Set aside time to ask questions now and take good notes.
Learn how to check if your automated backup routines are running properly
and if data are making it onto the tape as expected. Be sure that you
can handle any required manual backup and restore procedures.
Also, add a recurring event to your electronic organizer
or Microsoft Outlook calendar to test your tape backup system, at least
once a month, to make sure you can successfully restore a group of files.
6. Schedule proactive maintenance well in advance
and during normal business hours.
The best way to protect against emergencies is prevent them in the first
place. Don't procrastinate. Schedule your computer consultant to come
in and run through basic proactive maintenance. If at all possible, have
this done during normal business hours, to keep the cost down and to let
your computer consultant see end users in action.
Ask lots of questions and take good notes. If you believe
that a picture is worth a thousand words, you may also want to capture
screen shots of key configuration settings.
If you're not watching over your computer consultant’s
shoulder at least 25% to 50% of the time, you're probably not getting
maximum value out of the visit. If your computer consultant refuses to
share his or her knowledge with you, find another consultant. Knowledge
transfer is just too important to your company’s success.
7. Launch your Web browser to get solutions for common
problems with software applications and operating systems.
For example, with popular Microsoft products like Microsoft Office and
Microsoft Windows, you can search Microsoft’s online Knowledge Base. This
site provides roughly the same information that’s used by both Microsoft
support professionals and most computer consultants. Many of the major
hardware vendors, such as Dell Computer also have similar computer support
resources available for their products.
8. Use built-in "Help" features in your
software applications.
Don't overlook integrated Help functions available in most software applications.
For example, in the Microsoft Office family of applications, you can always
reach the Office Assistant from the Help pull-down menu. In many cases,
pressing the F1 key on the keyboard also launches a Help screen.
9. Visit a newsgroup for free advice.
For example, Microsoft has online newsgroups where you can post questions
and get answers from peers and "official" volunteers (called
Microsoft MVPs). Again, many of the major hardware vendors also have similar
newsgroup resources available.
10. Take notes, lots of them!
Chances are, whatever computer support problems and resolutions you tackle
this week will be relevant at some point down the road. Logging computer
support problems also gives you a great paper trail for documenting your
most common computer support issues and challenges. In addition, the logs
become a great tool for planning training programs and resolving vendor
disputes.
The Bottom Line
Take these few simple steps to reduce your utilization of expensive outside
computer consultants. Conserve your technology budget for high-end projects
that command professional expertise. You'll be rewarded with lower computer
support bills.
©2001-2003, Joshua Feinberg
To learn more, consider these AMA seminars:
Or click
here for a complete list of AMA’s seminars on IT
Management.
Author Bio: Joshua Feinberg is a small
business technology expert, speaker, trainer, coach, columnist and author.
His latest book, What Your Computer Consultant Doesn't Want You to
Know (Small Biz Tech Talk Press), exposes 101 money-saving secrets
of expensive techies. Contact him at (561) 642-4220 or online at http://www.smallbiztechtalk.com
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