OWLSweb :: Who to call for help (OWLS)

Updated: August 4, 2009

Who to Call for Help

Technical support provided to OWLS member libraries. NFLS member libraries should refer to the NFLS Who to Call list.

NOTE: If you have a question related to InfoSoup or Millennium, you can email it to the OWLSnet Help list.

Issue	Contact	Notes
new computers	Julie	Julie can assist with selection, installation, and configuration Request an estimate online!
printers and peripherals	Julie	Julie can assist with selection, installation, and configuration
peer-to-peer networking	Julie	Julie can assist with network development
troubleshooting	Julie	Call Dave if Julie is not available

Issue	Contact	Notes
Windows	Julie	Julie assists with installation and use - call Dave if Julie is not available
web browsing	Julie	Julie assists with installation and use - call Dave if Julie is not available
Deep Freeze	Julie	Julie assists with installation and use - call Dave if Julie is not available
eScan	Julie	Julie assists with installation and use - call Dave if Julie is not available

Issue	Contact	Notes
Ancestry/HeritageQuest	Evan	Evan can provide support, training, or troubleshooting for these databases
AskAway	Evan	Evan can provide troubleshooting for AskAway
BadgerLink	Evan	Evan can provide support, training, or troubleshooting for BadgerLink resources
FirstSearch	Evan	Evan can provide support, training, or troubleshooting for FirstSearch
Gale databases	Evan	Evan can provide support, training, or troubleshooting for the Gale databases
LearnATest	Evan	Evan can provide support, training, or troubleshooting for LearnATest
NetLibrary	Evan	Evan can provide support, training, or troubleshooting for NetLibrary
OWLSweb	Evan	Send comments/suggestions or job ads to be posted to Evan
Post Crescent	Evan	Evan can provide support, training, or troubleshooting for the Post Crescent online
Overdrive	Evan	Evan can provide support, training, or troubleshooting for Overdrive
BadgerCat/WorldCat	Evan	Evan can provide support, training, or troubleshooting for BadgerCat and WorldCat

Issue	Contact	Notes
accounts & passwords	Patty	See email services
client software	Julie	Contact Julie for software installation or troubleshooting
training	Dave	Dave can assist with using client software and email effectively
email is down	Dave	Call Dave if email is not working for anyone at your library

Issue	Contact	Notes
cataloging	Cataloging Dept.	Email the OWLSnet Help list with any cataloging or database questions or contact the cataloging staff at APL
circulation	Laura	Support available for holds, circulation, and patron accounting
closed days	Patty	Notify OWLS with any closed days
custom reports	Laura	Laura can provide statistical, weeding or patron reports
inventory	Patty	Equipment, software, training, and report generation available
locked records	Patty	Laura and Gerri can also unlock records
offline circulation	Patty	Laura and Gerri can also provide support for offline circulation
on-site training	Laura Evan	Laura can provide circulation training Evan can provide InfoSoup training
patron registration	Laura	Our focus is on maintaining systemwide consistency and standards
standard reports or notices	Patty	Reports are generated by OWLS and emailed by OWLS
supplies/barcodes	Patty	See Order OWLSnet Supplies
InfoSoup web opac	Gerri	Evan can also answer questions about the web opac

Issue	Contact	Notes
barcode scanner orders	Julie	See Order OWLSnet Supplies
receipt printer orders	Julie	See Order OWLSnet Supplies
troubleshooting and repair	Julie Dave
installation	Julie	Julie will arrange for the installation of peripherals

Issue	Contact	Notes
Access	Gerri	Gerri can help you with your Access projects
Excel	Gerri	You can also try Rick or Patty for help with Excel
Publisher	Bradd	Bradd can help you with questions about Publisher
Word	Gerri	You can also try Rick for help with Word

Issue	Contact	Notes
troubleshooting	Dave	Contact Dave if you can't connect to OWLSnet or the Internet
data circuits	Dave	All questions regarding data circuits should be directed to Dave
network hardware	Dave	OWLSnet maintains routers, hubs, and terminal servers
new connections	Dave	Policy requires that OWLS or NFLS approve any new connections
cabling	Dave	Libraries are responsible; contact Dave for specifications

Issue	Contact	Notes
hosting library web sites	Evan	See Web Services
web site design	Evan	Evan can design your site, assist with design, or provide training
Dreamweaver/XHTML/CSS	Evan	Evan provides Dreamweaver training and support
image management	Bradd	Bradd can assist you with your digital cameras, flatbed scanners, and related software
monthly statistics	Evan	Monthly site usage reports provided; reports can be customized for you
OWLSnet online directory	Patty Evan	Call Patty if you need changes made to your library's info Call Evan to troubleshoot problems
restricted catalog workstations	Julie	Evan can help if Julie isn't available