Administration support for errors

Administrative support for end users can be provided in a variety of ways, one of which is to use a user-liaison group. By using a user-liaison group, you can concentrate recovery skills, rather than educating all end users.

It is a good idea to standardize end-user problem reporting. You can have the end user answer a series of questions before calling the user-liaison group, or you can have the user-liaison group elicit problem symptoms from the end user using a structured script. Among other things, each report should include which system and terminal experienced the error.

No matter how you decide to provide administrative support, the end-user guide should include a contacts list. This list identifies the people to be called for application, system, or terminal errors. Names, functions, and telephone numbers should be included in this list.