[WEB4LIB] Troubleshoot Interview form

[tdg6 at cornell.edu]

Kathy,

	We have a form like this on our Library Gateway.  If you go to :

http://campusgw.library.cornell.edu/

	Click on 'Networked Resources', there will be a footer there with a 
link to 'Problem Connecting'.  You can see our form there.

Tom Gale
Mann Library, ITS
tdg6 at cornell.edu


On Wed, 2 Feb 2000, Kathy Gaynor wrote:

> We have a number of subscription databases from various vendors (e.g.
> InfoTrac, FirstSearch, Ovid, etc) and use IP recognition to allow our users
> to input their university id numbers and gain access.  When someone has
> trouble getting in, they call and we have to try to diagnose the problem.
> I realized the other night after I had asked a number of questions of a
> student in this situation that it would be helpful to have some sort of
> interview form that would prompt me for the information I need.  If I as a
> reference librarian couldn't figure anything out, I would have the
> information to give our systems staff.
> 
> I was wondering if anyone had such a form in use and would be willing to
> share it?  A preliminary list of questions on the form might include:
> 
> Name
> Phone
> Student i.d. number
> Browser version
> ISP
> Description of problem
> Names of databases student IS able to access
> Which databases student CANNOT access and whether student has never been
> able to gain access
> Whether student is using computer at home or office
> 
> What additional information would be helpful?
> 
> Thank you very much.  I will share the responses with the list.
> 
> ******************************************************************************
> Kathy M. Gaynor, Reference Librarian		Eden-Webster Library		
> (314) 968-6950					475 E. Lockwood Ave.
> (314) 968-7113  fax					St. Louis, MO  63119
> kgaynor at library2.webster.edu
>