TechSoup's Guide to Finding Online Technical Support

You have a computer problem and you've found that the "Help" files aren't always so helpful. Where do you turn now?

When a problem is recurring, or skill level is an issue, more adequate Training may be the answer. For more immediate concerns, a systems administrator (found in the Consultants section), circuit rider, or Technical Assistance Providers  are usually the best resource for getting help. If this support isn't available, the guide below provides an outline of the best places to look for the help you need. No matter what, don't do nothing. Letting computer problems fester can add to lost work time and low staff morale -- all of which leads to missing opportunities for fulfilling your organization's mission.

Manufacturer Support

This is probably not a revelation for you, but sometimes manufacturers don't provide the best support for their hardware and software. It is unbelievable to some companies, but staying on hold and being switched from department to department isn't everyone's idea of a good time.

With that said, there are many exceptions to the rule. Customer support is getting better, not worse at most companies. The Internet has given many manufacturers the ability to answer questions on their websites or via email, avoiding the dreaded "elevator music" common in most support phone calls. At the very least, the manufacturer should be the first place you start when you have malfunctioning hardware or software. It is their responsibility to take care of problems that are covered by your warranty, and they are sometimes the most knowledgeable resource of information concerning the product they created (while this may seem logical, it is not always the case). MyHelpDesk has an excellent database of support information for nearly all of the larger software and hardware companies.

The Internet

The Internet has historically been an excellent resource for providing technology support. News groups, usenets and listservs have long been the best mediums for getting timely support information and answers to obscure technological questions. With the advent of the web, that information has become much more accessible and user-friendly.

News Groups / Usenets / Listservs / Message Boards / etc.

The idea of sharing information between users has been around for some time, and many times it is still the best way to obtain support. Chances are your problem is not unique (that doesn't make it any less annoying), and that someone has just the answer you need. The problem is that with thousands of user groups devoted to even the most obscure types of computing technology, it can be very hard to locate those people. Here are some places to start looking:

TechSoup's Community Boards

Our very own message board is a great place to pose your tough nonprofit tech questions. We think its the best out there, but we're probably biased

Nonprofit Techie Listserv

The NPO Techie Listserv is a lively and focused forum where people involved in technology administration can post resources, exchange ideas, and troubleshoot common problems

ebase

There are two lists here dedicated to users of ebase: The Support listserv is targeted at more advanced ebase users who have been using ebase for a while and need help managing and customizing their applications. The Newbies listserv is targeted at new ebase users who are going through the process of downloading and installing ebase.

General Directories:

Delphi Forums

Delphi hosts online discussions around many topics, including technology

Topica

Hosts thousands of public listservs and discussions

ONElist/eGroups

ONElist and eGroups have merged to form a very large provider of listservs and email groups on many topics concerning computers and technology

Technology Support Web Portals

While this area of the Web has been ravaged by the downturn of the stock market, there are still some Technology support Web portals that can direct you to resources and information that may help you find the answer you are looking for. Some even provide message boards and chat rooms to get answers to your questions online.

Help.com

A service of CNET , Help.com provides a vast array of support message boards on virtually any technology topic. You can also access a number of informative how-tos and tips on more popular products.

Tech24.com

Tech24.com offers an extensive set of links to customer support sites.

Online Support Services

A relatively recent phenomenon, online support services provide answers to support questions online or via email. Several of these services even allow you to have a service representative take control of your computer over the Internet and try to fix your problem remotely (however, this may not be free).

ExpertCity.com

GoToAssist.com can provide real-time support through screen sharing and chat rooms.

Tech24.com

Tech24.com provides free email help and real time chat support from their "computer geeks."

Conclusion

The solution to your computer problem is out there -- don't give up.