OK. Someone has just sounded the alarm - "thus and such doesn't work". This first pass is a collection of links to pages with what to do in case of emergency. Mostly aimed at computer emergencies. Apologies for the current verbosity.

1. What staff see: Figuring out what's wrong Highly informal at the moment!
2. Before you call the help desks you may want to check that it's not a network problem - try
   • Network diagnostic links: - most useful if you know what you're looking at:
     - Campus net stats esp. external router traffic
     - more campus Netstats
     - Redhouse InterMapper Web Server defunct? changed?
     - Sam Spade
     - To get their address ask them to run whatismyipaddress.com
   • Status Indicators:
     - Cogent status
     - IPSentry (only works within library network)
     - Scholars Portal SPOT (upper LH corner though I've never seen it function)
   • Notices from:
     - Meebo Forum check "meebo me bugs" for Meebo problems
     - UW's IST (RH column),
     - UT NOC
3. If it's an ejournal or research database check to see if there is an alternate server. In ejournals these are listed in the catalogue entries and the ejournal database listing; for research databases, check the alphabetic listing of databases.
4. OK, you've determined that the problem is at the other end, you've given them time to fix it themselves and it's still broke; try the help desk lines in the Contact Lists. If you're not sure which HelpDesk to call, go to the list of databases; usually just after the database name is the name of the company providing access.

Who usually handles the call?

• E-journal abuse - Susan Routliffe, Debbie Tytko
• E-journal subscriptions - Jo Heimpel, Debbie Tytko
• ERM database content - Doug Morton
• ERM pages & programming Library Systems Help Desk
• Internet problems - Charles Woods or Library Systems Help Desk
• Search Service down - Doug Morton
• SFX - Doug Morton

Miscellaneous

• WATCARD help for when something happens to WATCARD and public printing
• Using and troubleshooting laptops in the library
• And then there's the general panic page for lost stuff, can't find rooms, etc.
• Procedures followed by Susan R. when an instance of inappropriate use has been identified.

Out of date / needing revision are:
• general memo from Chuck covering all three areas below
• Checklist What information should be collected when someone reports a problem after-hours including weekends.
• Outline of what services are currently supported after hours as an emergency.
• entire mechanism The entire TRELLIS/ERL support mechanism.

Don't Panic!		Don't Panic!