6.14 Instruction Message: So Your Work Computer Wont Work?

As the manager of Computing Support Services for Primacy Group, a small financial services firm, you always tried to handle computer repairs on a personal level. In the past managers and employees called you when they had a problem, and you asked for details on the telephone and then sent one of your two tech assistants to clear up the problem. However, Primacy Group recently merged with Midstate Financial Providers, doubling the number of employees. You realize that to continue to provide timely and effective service, you must give up your personal approach and establish a set of instructions to be followed by anyone seeking help.

You must send an e-mail explaining the new instructions. Heres what you decided to do. First, you would tell staff members who are reporting a problem to close all software programs, reboot, and try again. Its surprising how many times this simple trick works.

But if that doesnt work and a real problem persists, they should go to a Web page you have established. Its located at http://www.primacysupport.com. On this page, staff members should look for the tab that says Service Request. This is where you want them to give you information such as their name, room number, phone number, and e-mail address. But wait! If their computer is down, how can they fill out this Web form? You remember to insert an instruction telling them to go to another staff members computer to access the Web page.

One of the most important pieces of information you will need is an explanation of what they were doing before and at the time of the problem. What happened? What did they see on the screen? Finally, you want to warn staff members not to try to repair computer equipment or printers themselves. No matter how much they know about computers, you dont want them to tamper with company

equipment. It may result in more damage than necessary.

After a technician makes the repair, your department will send a Service Completion Report by e-mail. You would like staff members to tell whether the work was completed to their satisfaction. You are convinced that staff members will receive faster and better service if they follow this set of instructions.

Your Task. Write an e-mail to Primacy Midstate staff members explaining the new instructions for reporting computer problems. Be sure to list the steps to follow and end with a concluding paragraph.