The magazine of the Melbourne PC User Group President's Update Lyn Goodall president@melbpc.org.au |
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Helping other computer users
Melbourne PC User Group has always been able to boast about the willingness of
its members to help other members with their computer questions and problems.
Right from its inception in the early 1980's, Melb PC members have had a thirst
for knowledge that couldn't be quenched and they've been only too eager to help
out other computer users. With all the vagaries of computers and the Internet
and the sweeping changes in technology we're experiencing today, these questions
and problems haven't abated - they've just changed a bit. The need to be able to
answer members' questions efficiently and to share the subsequent knowledge, led
to the formation of the iHelp team.
The iHelp team consists of volunteer Melb PC members who provide their time and
expertise to help members with computer problems, via the telephone. At one of
our monthly meetings this year, we featured a product developed by Citrix - GoToAssist
- a software solution designed to enable remote desktop access to
other people's computers. This type of software enables a fast, easy and secure
way to access other people's PCs from any web browser in real time. At the time
of the presentation Citrix was offering a beta version for trial by
organisations and individuals who wanted to help other computer users fix their
problems. Leighton West, one of our
iHelpers, was quick off the mark to access a downloadable beta version of the
software and to test it out with other members of Melb PC. I very soon had
members emailing me to say how happy they'd been with the new service!
One of them was overawed by the technology and having his problems fixed from
afar, by someone who could remotely access his computer. Leighton has continued
his testing of the remote software and providing this service to members. He
highly recommended it to other members of the iHelp team and it's hoped that we
can provide more of this type of service.
Melbourne PC members who ask for this kind of help are asked to follow a very
simple process that involves them logging onto a specific URL, given to them by
the iHelper. The member is provided with a one-time code that enables them to
open up a whole new world of self-help. The iHelper is able to work on the
member's computer remotely and the member will watch as the mouse cursor moves
and undertakes all necessary actions to fix the problems.
At all times the owner of the PC with the problem, has full control over their
machine. They can stop the process if they wish and take back control of the
mouse at any time. The iHelper will guide the member at all times through the
actions being taken and ask at regular intervals whether it's OK to proceed with
particular actions. The iHelper will always ask the owner to undertake certain
processes, such as typing in passwords or accessing documents.
One of the hardest things for an iHelper has always been to ascertain the "real"
problem over the phone. It can be very difficult to describe what's wrong with
your computer, when all you know is that it won't work! With this type of
software the iHelper can ask questions as usual, but they can also see what's
happening, on their own screen. The problems can be reproduced and solutions can
be understood by both parties.
Being an iHelper is a fascinating job and one that carries its own rewards. No
two problems are ever quite the same and the knowledge base that Melb PC now has
is growing all the time.
Following the resignation of Richard John who managed Melb PC's iHelp Team for
many years, the group has decided to rotate their team's leadership role. We
also now need more members who would be willing to help other members with
Internet and computer problems and to join the iHelp team.
We provide a great service for members and you could be part of it! If you're
interested in finding out more about iHelp and how to volunteer to be part of
the team please contact me, or the HelpDesk at
help@melbpc.org.au.
Your committee welcomes the chance to provide you with more information (please
read http:/
www.melbpc.org.au/committee/ regularly for committee reports). We also
welcome all feedback - contact me at mailto:
president@melbpc.org.au or the
office on (03) 9567 8000.
Reprinted from the August 2008 issue of PC Update, the magazine of Melbourne PC User Group, Australia
