EdTech Avenue

At Blessed Trinity, I’ve given teachers and staff numerous methods for reporting issues, including the recent implementation of Windows Messenger and the Windows XP Remote Assistance application.  It was a huge surprise to me that teachers did not quickly embrace these instant-help options.  Teachers currently use email, phone or in-person methods to report problems with their computers or the labs.  I suppose they are not using their computers as often as I, but the thought that I could immediately see that someone is there and can answer my question without having to send email or make a phone call (or worse yet climb three flights of stairs) would be preferable to me personally.

And with all of these avenues available to them, some problems still don’t get reported to me.  For example:  We are at two campus locations.  I spend most of my time at the campus where the servers and majority of the computers are.  I have asked the teachers at the other campus many times that when something comes up in the computer lab there to record the error in the log I have provided AND email me about it so I know it’s there.  I don’t check that log regularly - it is not a reporting method, simply a log for my reference.  And yet I will hear later, sometimes weeks after the initial problem arose, that something needs to be fixed.  I try to explain that if they don’t email me (whether or not they’ve recorded anything in the log), I won’t know about it.  Unfortunately things have not changed in the four years I’ve been using the logs, so do I need to change something in my methods?  I want to find the best way to service my users.  They become frustrated when I don’t address issues quickly enough but will not follow the methods I’ve given them to get the best response.

What is the best reporting method for your school?  Why does it work for you?