Software Support: Need It? Get It! Make the Most of Your Software Vendor's Help Desk

By Greenberg, Marlowe | Behavioral Healthcare, October 2009 | Go to article overview

Software Support: Need It? Get It! Make the Most of Your Software Vendor's Help Desk


Greenberg, Marlowe, Behavioral Healthcare


Any behavioral healthcare agency that has successfully implemented case management software can tell you what components were key to success as well as how they use the application in meaningful ways. One item often overlooked in these lists, however, is how quickly and easily agency staff can get the technical support they need.

For many social services staff members, issues involving technology can be challenging. Those without an IT background may have difficulty expressing technical questions or could be intimidated by IT experts. Good communication and troubleshooting guidelines can help bridge this gap. Here are some tips from the Help Desk team that supports Foothold Technology's AWARDS case management and client-tracking software.

Tip #1: Think Fast!

As soon as you experience a problem, take notes. Write down the "path" of steps you took in the application before the problem happened and the text of any error messages you received. The information you record now will come in handy moving forward, particularly if you need to communicate with the help desk.

The issue is always very clear when you are the one experiencing it--but for someone who is not there to see it happen, the more details the better!

Tip #2: Always Do Some Basic Troubleshooting

Even when you're convinced that the problem must be the vendor's fault, complete basic troubleshooting. It can help define the problem further and aid you in gathering additional information that will be useful to the help desk.

First, use the information you collected under Tip #1 to make sure the problem wasn't the result of user error. If you can't replicate the problem, it may have been the result of an error on your part, such as accidentally clicking the wrong button at some point in the process you were working to complete. If that's the case, you don't need the help desk.

If you can replicate the problem, continue troubleshooting by ruling out issues not directly related to the application. If the software is Internet-based, for example, and the issue relates to speed or system access, try to connect to other Web sites to rule out a problem with your office or local network. Also rule out hardware issues by attempting to recreate the problem on a different computer. If using a different machine eliminates the problem, you can then investigate any recent changes to settings on your computer and browser, or changes to your office or local network.

Tip #3: Take Advantage of "Super Users"

Another source for assistance can be your agency's "super users." These knowledgeable users have solid application experience, and are often able to screen questions and resolve issues internally. If your agency doesn't have super users, try asking the person sitting next to you. Even if he or she can't solve your problem, they might be able to confirm that someone else has had or is having a similar issue--a fact that will help provide valuable direction to the help desk.

[ILLUSTRATION OMITTED]

Tip #4: Learn How You Can Help Yourself

A key component of any good support system is documentation. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Software Support: Need It? Get It! Make the Most of Your Software Vendor's Help Desk
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Author Advanced search

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.