Editors of this issue:

Gail Hendler, Ehrman Medical Library, New York University Medical School, 550 First Avenue, New York, NY 10016, S-10, E-mail: hendlerg@yahoo.com,

and

William Self, The Medical Library Center of New York, 5 East 102nd St., 7th Floor, New York, NY 10029 S-1, Phone: 212-427-1630, Fax: 212-860-3496, E-mail: wself@mlcny.org.

Sophisticated computers and the software and equipment that go along with them are more important than ever in the daily operations of a library. When something goes wrong, or new equipment needs to be set up, librarians rely more and more on their institution's computer support departments. Technical support departments are known by many names such as MIS (Management Information Systems), IT (Information Technology), RIT (Research Information Technology), Scientific Computing, or Systems. In some organizations, the department is part of the library. Often it is under completely different administration. Librarians are often frustrated in their dealings with their institution's technical support staff.

I cornered a few MIS and RIT staff members at my home institution, the Albert Einstein College of Medicine (AECOM), and asked them what librarians could do to better help them to help us. (Big thanks to Bob, Carlos, and Paul!) This is what they suggested:

• Learn their names. It's a good start to building a solid working relationship.
• Take some time to learn about your equipment so you can do some basic troubleshooting. For example, make a note of the operating system, memory size, and hard drive size of a computer. It is also helpful to keep a record of the history of a piece of equipment, so you know when it was upgraded, or new parts or hardware were installed.
• Send brief, descriptive e-mail messages describing a problem. Include the error message that you are receiving. If you can, attach a screen shot illustrating the problem. Keep voicemail messages brief and succinct.
• Even if you feel you did something stupid or embarrassing, tell them exactly what you did when the equipment began to malfunction. You are probably not the first person to experience this problem, and you probably will not be be the last. It will save time when troubleshooting, and faciliate communications with you IT colleagues.
• IT folks really need access to passwords for computers they need to fix. Passwords can always be changed later on, if this idea leaves you a bit uncomfortable. However, MIS related that they encountered numerous problems while working on computers while the person is out to lunch. They may need to reboot the computer only to be confronted with a login screen, and no way to get beyond it.
• Avoid "surprises". If you call MIS for one problem, don't spring other problems on them when they arrive. Schedule a time for them to return and work on the problems that have come up in between.

Things I've learned (often the hard way). Note: The term MIS staff here is used as a generic term for any technical support personnel.

• Learn the hierarchy and responsibilities of the people your MIS department. If you know who's who, and who's responsible for what, you'll know whom best to contact when there's a problem. Keep a cheat sheet with names, telephone numbers, and e-mail addresses at the reference desk.
• Keep a record of encounters with MIS staff. Save e-mail messages and record any tracking or ticket numbers. Keep a record of dates, times of phone calls and office visits by MIS.
• When scheduling a "house call" from MIS staff, let other library staff members know. This way, they can alert you when the MIS person arrives or is ready to leave, or at least find out if the job has been completed.
• For frequently recurring problems, ask MIS to show you how to troubleshoot. This will save everyone's time. Ask questions. Take notes. Stand between MIS and the door if need be.
• One final suggestion. Lure your MIS techies with food. As with anyone, occasional gifts of baked goods, or invitations to the library's holiday party go a long way as a gesture of good will.