Technical Support on the Web

by Rachel Singer Gordon -- Library Journal, 3/1/1999

Online resources may prove less intimidating to inexperienced computer users than hefty computer books, and interactive tutorials may be easier to use. These sites sometimes offer more current information than equivalent books on the subject, and they can be especially helpful when books or magazines are unavailable.

WEBTEACHER TUTORIAL
http://www.webteacher.org
Date Visited: 2/2/99
Developer/Provider: Joint projectof the National Cable TelevisionAssociation and Tech Corps

Designed for use by K-12 teachers and students but appropriate for any new Internet user, webTeacher provides a thorough introduction to all things Internet, from using web browsers and E-mail to chat, distance learning, and basic HTML.

The site uses frames well to keep the menu always in view while providing text and examples on the main part of the screen. The tutorial automatically detects a user's browser.

From any page, new users can proceed step-by-step through the lessons, choosing either the basic Web Primer or more detailed Web Tutorial. More advanced visitors might choose the appropriate sections (e.g., E-mail, FTP) from the subject menu on the right-hand side. Users should be aware that lessons build upon each other and some assume knowledge that a newer user may lack, e.g., the ability to copy and paste text.

Each set of lessons also includes links to additional resources. The "Resource" button from the main menu leads to helpful links on topics such as Internet safety.

webTeacher uses Netscape 3.0 in its examples though many libraries use more recent versions. Its lack of ads and other distractions contrasts with other sites listed here, and its promotion of the cable industry is confined to side pages.

Bottom Line: webTeacher is the most thorough and least commercial available introduction to the Internet. It's freely distributable noncommercially, so a printout of the site could help in public Internet classes.

ZDNET START OUT RIGHT GUIDE
http://www.zdnet.com/zdhelp/holiday/index.html
Date Visited: 2/3/99
Developer/Provider: Ziff-Davis

This guide, aimed at computer and Internet beginners with a new PC, is produced by the publisher of magazines like Family PC. Newer users should start with the "Ultimate PC Setup Guide" on the right-hand side, which leads through the basics of setting up and organizing a new computer. More advanced users will appreciate the "Healthy PC" and "Avoid PC Perils" sections linked from the same menu.

The site covers everything from how to set up hardware to tips on keeping a computer healthy. It also suggests steps to take before calling technical support and provides a company finder for hardware and software manufacturers.

This comprehensive site also discusses hardware add-ons, giving reviews and selection guides by category (printer, scanner, monitor, etc.). The "ZDNet Channels" on the left-hand side of the screen allow users to find a desired section of the site quickly, while a prominent search bar is linked just above. ZDnet makes good use of interactivity with discussion forums, personalized portal pages, and a Q&A section. The site also links to the "Ziff-Davis University" (ZDU) of online computer classes (both self-study and instructor-led), some of which are free with registration. Note: ZDU is not accredited, although some of its courses do qualify for continuing education credits.

Bottom Line: ZDnet Start Out Right Guide is better designed and less cluttered than most other commercial sites. Though the noncommercial webTeacher is a better introduction to the Internet, this site covers a broader range of computer-related issues.

PC WORLD ONLINE
http://www.pcworld.com
Date Visited: 2/3/99
Developer/Provider: IDG

An online counterpart to the print magazine, PC World incorporates both daily computer news and longer feature articles. The features review PC hardware and software and give instructions and hints for solving common problems such as combating computer viruses. Daily news and recent articles are available from and summarized on the front page.

Newer users might start by clicking on "Computers Made Easy" (unfortunately buried on the left-hand side menu) for introductory articles on topics such as the Internet and PC purchasing. (For the latter topic, start first with Dave's Guide, below.) Also helpful is "Here's How," under the "Hot Tips" section on the right, which gives daily and weekly hints for newer and intermediate users.

PC World's "Top 400" (on the right-hand side) will help potential computer buyers, offering reviews of the multitude of available hardware and software options. The "Interactive Assistants" on the bottom right also link to reviews and suggestions, including the magazine's Product Finder, ISP Finder, and Interactive Buyer's Guide (the assistants are linked more prominently from the "Top 400" section of the site).

The magazine is searchable as well as browsable by issue. Ads are obtrusive, not only at the top of the page but on the sides, the latter thankfully labeled as advertisements.

Bottom Line: PC World is the best source for up-to-date hardware and software reviews. Its interactive instruction is especially helpful for new users.

Alternate Sites

• Internet 101: An OfficialInternet Starting Point
  http://www2.famvid.com/i101/internet101.html

• Newbie dot Org
  http://www.newbie.org

  Internet 101 -- developed by Internet user Scott Cunningham for friends and colleagues -- provides the basics, with good illustrations and clear prose. Links throughout give examples of how to use the section of the Internet being explained. The printable version is freely distributable by noncommercial organizations. Newbie dot Org includes beginning, intermediate, and advanced sections (some incomplete), covering additional topics such as E-mail virus hoaxes, spam, and browser plug-ins. It also includes helpful lists of things like basic Internet settings (e.g., ISP) that newer users should write down and keep. The site employs white text on a black background, so those printing must adjust their browser preferences.

• Computer Shopper
  http://www.zdnet.com/computershopper

• Dave's Guide to Buying a Home Computer
  http://www.css.msu.edu/pcguide.html

  In Dave's Guide, Dave Krauss, who teaches an Introduction to Home Computing course at Michigan State University, addresses such basic questions as projected computer use and available budget. The guide includes sections on buying a used PC, troubleshooting (with links to manufacturers' homepages), setting up, and upgrading. Ziff-Davis's Computer Shopper, though busy and overwhelming for the new user, offers price comparisons and direct online purchasing. Users should start with the "How To Buy" section at the top of the page, which links to reviews and price comparisons.

• The Essential Mac
  http://www.essentialmac.com

• Guide to Windows 95
  http://www.css.msu.edu/Windows95/Windows95.html

• Windows Magazine
  http://www.winmag.com/

  The beginners' Guide to Windows 95, partially produced by Dave Krauss (see above), should also help those using Windows 98. Start with the image map of the desktop at the top of the page. Each icon and section of the desktop links to an explanation of its use, with links to other applicable sections of the guide. More intermediate sections of the site linked from the middle of the page include the "SK Windows 95 FAQ" and "Tips from You." At the bottom of the page, you can find links to specific topics and a Start button to navigate the entire site. Windows Magazine is devoted to all Windows operating systems and is geared more toward intermediate users. It's a good source for information on beta and forthcoming software. The Essential Mac, produced by advisors to a Mac users group, offers a straightforward introduction for newer and intermediate Macintosh users and employs Mac screen icons and folders.

• CNET.COM: Beginner'sGuide to Computing
  http://www.cnet.com/Content/Reports/Special/Beginner/index.html

  CNET's Beginner's Guide contains information on everything from purchasing a PC to preparing and testing a home PC for the Y2K problem. The site also includes features on major software operating systems and packages, such as Windows 98 and Office 97. "Topic Centers" such as CNET's E-mail section are especially thorough. This is a good place for intermediate users, though PC World offers more specific and more frequent product assessment.

• Nerds 2.0.1-Internet Timeline
  http://www.pbs.org/opb/nerds2.0.1/timeline/

• Virtual Computer History Museum
  http://video.cs.vt.edu:90/cgi-bin/TicketWindow?DejaVu=Yes

  PBS provides an Internet time line from the 1940s to 1998 as a companion to its Nerds 2.0.1 series. Links add brief information on people featured on the program; also, each page links to a glossary and further complementary sections to the broadcasts. The Virtual Computer History Museum covers computer history from the 1600s to the 1990s, with many photographs.

• The Internet Help Desk
  http://w3.one.net/~alward

• The PC Guide
  http://www.pcguide.com

• What's in That Box
  http://members.aol.com/wbox/wboxmenu.htm

  Computer scientist Charles M. Kozeriok's PC Guide incorporates a plethora of reference information on PCs with daily technology news. Beginners should start with the "Introduction to the PC." Use your browser's "Find" function to search the extensive topic index. There are helpful guides to PC setup and preventive maintenance. Jeff Napier's What's in That Box is a basic and nontechnical introduction to the innards of a personal computer, with pictures. The Internet Help Desk's "Troubleshooting" button links to a variety of charts that explain cryptic error messages and the appropriate responses. The "Guides and FAQs" section links to a variety of other newbie and informational sites. The site is produced by consultant Amy L. Ward.

• PC Webopaedia
  http://www.pcwebopaedia.com

• Whatis.com
  http://whatis.com

  PC Webopaedia, an "online encyclopedia and search engine dedicated to computer technology," offers thousands of illustrated definitions. Though its organization is a bit more confusing, Whatis.com defines information technology terms and includes a tour of "how the Internet works."

• WebNovice.com
  http://www.webnovice.com

  WebNovice, a Webscape Communications E-zine for newer Internet users, provides clear tutorials on Internet activities from using newsgroups to choosing an ISP, plus a "how-to" section with step-by-step instructions on everything from cleaning a keyboard to installing RAM. While smaller, it's less cluttered than ZDnet and CNET. It's updated at least monthly.