WebJunction

Documenting the maintenance and the troubleshooting that occurs on your machines is one of the most important things you can do to help keep your systems stable. Why?

Many libraries use volunteers to troubleshoot and fix their machines. If a library is very lucky, it will get an exceptional person who will be able to come in regularly without much notice to fix a crisis situation. But, alas, most aren't that lucky. So, when you are working on your End of the Fiscal Year Budget Report that's due tomorrow, and your computer goes kaput, what do you do? Prepare an offering to the volunteer gods in hopes of luring a wonder volunteer to rescue you? No. You probably will try to make do and either attempt to fix it yourself or get your co-worker who seems to have a knack with mechanical things to come and take a look. So, how does this tie in with documentation?

A maintenance log that tracks the types of problems encountered on your machine, who fixed them, and what technique they used, is extremely valuable in a crisis. This log allows you to see if or when your machine has had this problem before and how it was fixed in the past. That way, you or your technically minded co-worker might be able to repair it yourselves. Then, of course, you want to record your current problem with the machine, and how you fixed it.

Think of this log as a kind of medical history of your machines. Like a medical record, it shows past illnesses and remedies. Since your computer can't speak for itself (yet) it's helpful to have this information to track recurring complications that may reveal a bigger problem. That way, when that exceptional volunteer with gobs of experience comes in, they can take a look at your log and make a diagnosis and recommendation.

Having one key staff person responsible for maintaining the log will ensure that it's used and that the entries are complete. I've created a log worksheet for you to download and use right away. Download the Blank Troubleshooting Log0 that you can photocopy for your use. You'll be surprised at how useful this little tool is. It'll also make you instantly popular with your technical volunteer or consultant.