3.3 Provide appropriate ICT support to the client

Table of Contents

1. Using in-house learning packs to develop ICT skills
2. Front-line client support
3. Typical problems
   1. Resolving problems
   2. The monitor appears blank
   3. The computer hangs
   4. A client has difficulty reading off the monitor because the print is too small
   5. Nothing comes out of the printer
   6. Print layout is incorrect
   7. The disk appears to be full
   8. The printer jams
4. Referring clients to sources of support external to library

Resolving problems

Some of our solutions are based on your ability to change computer settings. It may be that you do not have access rights to these and would need to contact an ICT professional.

Note that with the first two faults (monitor blank, computer hanging), if they require forcing an application to end or indeed resetting or restarting the computer, it will always mean any data not saved will probably be lost. It is important to explain this to the client.

It is even more important to explain before any incident occurs that data should be saved at regular and frequent intervals just in case something goes wrong!

Let's look at what we can do if the Monitor appears blank ...