Your Xerox marketing representative:
Your Xerox systems analyst:
Your organization's telecommunications manager:
Your organization's data processing manager:
Your organization's facilities manager:
Expert users in your organization:
Instructions
STEP 5:
Respond to users' on-going questions and problems
Overview: While you might hope that your users would never need to bother you once they have begun their training, they will run into problems now and then - problems for which you mayor may not have solutions. .
You can not be expected to be an expert on every workstation on your network. But you can serve as a resource for responding to users' questions and problems.
Procedure: When users encounter problems that they cannot immediately solve, you should take the following steps to solve them: Handbook to help you solve the problem.
3. If necessary, calion other support from within your organization to try to solve the problem. For example, you may want to talk to your telecommunications manager if you suspect there is a problem with communication equipment connecting two of your networks. If a person is having trouble communicating with a host computer, you may need to work with the manager in charge of that computer. The facilities manager may need to be involved with questions involving power problems, air conditioning, or laying of additional Ethernet cable. Finally, there may be individuals in your organization who have a far better working knowledge of specific workstation capabilities than most others.
4. If you cannot solve the problem with your own resources, call the appropriate Xerox Customer Support Center number (see facing page).
Comment: To encourage users to better handle their problems, you can use various means to build
communication among users. Ideas you might consider include: .
• Monthly newsletters, sent as electronic mail, that describe solutions to common problems, clever applications developed in your organization, and the like.
• Occasional group meetings, in which users meet to discuss common concerns.
• Advanced application workshops, in which work specific to your organization is discussed.
Part 1. Your title:
Instructions
STEP6:
Develop additional training for 8010 users (optional)
Overview: What if you are faced with the same use~ questions repeatedly? Are there certain memo formats that your company wishes users to follow? Are there specific procedures you wish each 8010 user in your network to know? If so, you may want to create your own training modules.
You can create your own training for 8010 users by replacing the blank documents that are currently stored in the on-line training module, "Custom Training for Your Organization," with your own documents.
Procedure: To put your training documents on-line, carefully follow the procedures outlined be'low carefully. It is possible to damage the existing on-line help system if the [?] links are tampered
with or changed. .
1. Write your new training instructions.
2. Log on to an 8010 workstation as a system adm inistrator. Copy the Hel p drawer icon to the desktop from the help server in the directory.
3. Select the Help drawer and open it.
4. Select the folder called TCustomer and open it.
5. Select the document titled Customer Part 0 and copy it to your desktop.
6. Select the document titled Customer Part 1 and copy it to your desktop.
7. Open the document titled Customer Part 1. Notice the format with links inserted. These links
9. Select and open the document titled Customer Part O.
10. Replace the temporary title next to Part 1 with a title that describes what is contained in your edited Part 1 document.
11. Continue the process to add information to parts 2 through 20 as needed.
You may create one or more heilp documents at any time. Be certain to let 80'10 users know that they can access your special company training by selecting the link titled "Custom Training for Your Organization. "
1. The Role of the System Administrator (Read Booklet 1)
2. People with Whom the Admistrator Interacts (Discuss with current system administrator) 3. Overview of Servers, Services, and Workstations (Current system administrator provides a
walkthrough description of existing network)
4. Bringing Up a Network (Read Booklet 2; current system administrator and new system administrator do as many tasks together as possible)
s.
Keeping a Network Running (Read Booklet 3; current system administrator and new system administrator do as many tasks together as possible)6. Training Users (Read Booklet 4)
7. Problem Solving (Read Booklet 5; new system administrator work to solve problems that appear in on-the-job training)
8. Printer Operation (Current system administrator demonstrates printer care, using 8040 Printer Operator Guide)
9. Procedures (Discuss with current system administrator)
Instructi ons
STEP 7:
Train a back-up or replacement system administrator
Overview: Each system administrator using this Handbook will have different experiences running the network. Whatever your duties are as a system administrator, they are crucial to maintaining the network. If someone tries to act as a system administrator without the proper training, it is possible for him or her to shut down the network temporarily or to damage other users' work. That is why someone must be designated and trained as your assistant in case you are not available.
In general you will be responsible for training your own assistant. Also, in the event that you leave your current position, you must, train your replacement. You will have become the most knowledgeable person about the network and can, therefore, give the best train,ing.
Procedure: The outline on the facing page gives a suggested sequence of activities you might use to train either a backup system administrator or a replacement administrator. In addition, you might want to teach that person topics specific to your organization or internetwork ..
Comment: Xerox offers a one-week workshop on system and network administrator duties. If you wish that your back-up or replacement attend this workshop, contact your Xerox marketing representative for more details.
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