Technical support to users is one of the cornerstones of systems support which can consume a tremendous amount of time and staff resources, Research this topic in trade jourials and in forums on the Web. Interview support staff in the II shops of several local organizations regarding the issues they face in providing support. In addition, intervietw some users in the same organizations regarding their perspective on technical support.

a. Describe the research you conducted.

b. What was the range of responses you received regarding technical support?

c. Did the IT staff in the different organizations have the same issues in common?

d. What about the IT staff and the users-what perspectives did they have in common, and where did they differ?

e. Using your research, write a one-page bulleted list of guidelines for providing technical support.