Who To Call

We should talk about this one. We have a request to include who customers / customer groups (Faculty, students, ITS staff) should go to for support questions. I think the idea is that, if RR get a call from e.g. faculty on the application and RR don't have the answer, the RR staff know who in ITS to ask for the answer.

Questions, Tips and Tricks

The meat and potatoes of the page. Base content should draw from the all existing Wiki content, as well as Web Help Desk, personal experience and other folks in the department. Content can then be added based on questions that we commonly receive, or questions that arise as the result of curricular assignments.

Note: In places where step-by-step instructions are appropriate, I would like them written as numbered steps rather than bulleted or as fluent written English. The latter is impractical for the user to follow. The former makes it easier to track where in the process you are. Using numbers also allows you to use bullets for multiple points within a step if necessary.

Technical Troubleshooting

This section should only address (potential) technical problems with the application e.g. Photoshop will not launch because of a licensing error. The content should either be instructions on how to resolve the problem, or who to contact to report and/or resolve the problem. Formatting should be basically identical to Questions, Tips and Tricks, and is likely to have more step-by-ste

Some of this information may be restricted. Place a link to that here. A good rule of thumb is this: If you are getting troubleshooting information from a public vendor knowledge base, there isn't any reason to restrict it. If you are getting your information from a password protected knowledge base, or any warez site, it should be protected.

Miscellaneous Information

I see this section being used for additional helpful information which may not have a corresponding question, but could be persuaded just to roll it in to Questions, Tips and Tricks. An example of content that might appear under this would be information on Photoshop Plug-ins. There is no specific question associated with it, just an informative paragraph.

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