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Help! I'm an accidental techie


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Help! I'm an accidental techie

  1. 1. How to fight the credit crunch or do more with less For those supporting or looking after technology of support organisations Miles Maier Lasa London ICT Champion 20 th March 2009
  2. 2. Take-Aways <ul><li>Is your ICT at risk - risk assessments </li></ul><ul><li>Fight the big byte - plan and budget </li></ul><ul><li>Save time and money - top tips on free and low cost ICT solutions </li></ul><ul><li>Know where to go for help and support </li></ul>
  3. 3. <ul><li>Voice, representation, advocacy </li></ul><ul><li>Signposting sources of help </li></ul><ul><li>Strategic support </li></ul>Regional ICT Champions
  4. 4. Getting Started <ul><li>You have been working at an organisation for a couple of months. Up until then ICT has not been considered a high priority – the computers are old and slow, the Internet goes down frequently and a back up hasn’t been done for years. </li></ul><ul><li>Your manager has realised that you know more than anyone else in the organisation about technology. You have been asked to take some of the responsibility for ICT within the organisation. You’re now officially an accidental techie! </li></ul><ul><li>Sound familiar? </li></ul><ul><li>So, where do you start? </li></ul>
  5. 5. Help, I’m an Accidental Techie! <ul><li>Are you constantly dealing with IT problems? </li></ul><ul><li>Do you have an ICT plan for when it all goes wrong? </li></ul><ul><li>How are you going to fight the big squeeze? </li></ul><ul><li>Where can you go for help and support? </li></ul>
  6. 6. Accidental Techie 101 <ul><li>What questions do you have about ICT? </li></ul><ul><li>What questions do you get asked? </li></ul><ul><li>ONE question per post-it, put them up on board/wall and group them in to themes under each topic </li></ul>
  7. 7. The Accidental Techie 1 (does this sound like you?) <ul><li>Oversee network and server (if appropriate) </li></ul><ul><li>Ensuring data is backed up on a regular basis </li></ul><ul><li>Overseeing computer security and anti-virus updates etc. </li></ul><ul><li>Carrying out computer &quot;housekeeping&quot; tasks </li></ul><ul><li>Providing IT support to computer users </li></ul><ul><li>First port of call and initial troubleshooting </li></ul><ul><li>Liaising with external support company </li></ul>
  8. 8. The Accidental Techie 2 (does this sound like you?) <ul><li>Inducting new staff on IT systems </li></ul><ul><li>Keeping website updated </li></ul><ul><li>Maintenance and inventory records </li></ul><ul><li>Ensuring all software is properly licensed </li></ul><ul><li>Input into IT strategy and annual IT budget </li></ul><ul><li>One-off projects – databases, web sites </li></ul><ul><li>Keep abreast of IT technology </li></ul><ul><li>Advising on training needs and courses </li></ul><ul><li>Help! I’ve become an accidental techie </li></ul>
  9. 9. Assessing Your ICT <ul><li>Using the Managing ICT checklists </li></ul><ul><ul><li>http:// </li></ul></ul><ul><li>Inventorying – Belarc Adviser , Spiceworks (on the USB stick) – or pen and paper! </li></ul><ul><li>Coming soon </li></ul><ul><ul><li>ICT Handbook </li></ul></ul><ul><ul><li>ICT FAQ cards </li></ul></ul>
  10. 10. ICT Handbook <ul><li>Being developed by Hillingdon AVS </li></ul><ul><ul><li>Organisational information (mission, strategy, budget) </li></ul></ul><ul><ul><li>Compliance (H&S, WEEE, Data Protection, insurance) </li></ul></ul><ul><ul><li>Inventory </li></ul></ul><ul><ul><li>Configuration (passwords, server, network, Internet) </li></ul></ul><ul><ul><li>Contracts (support, broadband, hosting, online services) </li></ul></ul><ul><ul><li>Policies (disaster recovery, acceptable use etc) </li></ul></ul><ul><ul><li>Procedures (user induction, backup) </li></ul></ul><ul><ul><li>Appendices (ICT health check, help, advice) </li></ul></ul>
  11. 11. Supporting your ICT and users <ul><li>How are you currently supporting your ICT? </li></ul><ul><li>When things go wrong – what happens? </li></ul><ul><li>Troubleshooting </li></ul>
  12. 12. Supporting your users <ul><li>Communicate </li></ul><ul><li>Be patient </li></ul><ul><li>Avoid allocating blame </li></ul><ul><li>Explain what you are doing </li></ul><ul><li>Use plain language </li></ul><ul><li>Run mini-training sessions </li></ul><ul><li>Crib sheets </li></ul><ul><li>Analyse for prevention </li></ul><ul><li>Research training needs </li></ul>
  13. 13. The troubleshooting process <ul><li>Stop and think! </li></ul><ul><li>Don’t turn the machine off </li></ul><ul><li>Write down error message </li></ul><ul><li>Ask the user what they were doing </li></ul><ul><li>Check the fault logs </li></ul><ul><li>Don’t ignore the blindingly obvious </li></ul><ul><li>Has anything been changed? </li></ul><ul><li>Check for viruses, adware or spyware </li></ul><ul><li>Check event log, run diagnostic utility </li></ul><ul><li>Find documentation and software </li></ul><ul><li>Swap hardware if possible </li></ul><ul><li>Google the error </li></ul><ul><li>Call support company helpline </li></ul>
  14. 14. Avoiding Trouble 1 <ul><li>Back up data regularly </li></ul><ul><li>Acceptable Use Policy </li></ul><ul><li>Keep a troubleshooting log </li></ul><ul><li>Only use licensed software </li></ul><ul><li>Register software and hardware </li></ul><ul><li>Keep discs and manuals in central, safe place </li></ul><ul><li>Boot and recovery disks </li></ul><ul><li>Back up copies of install discs </li></ul><ul><li>List license keys </li></ul><ul><li>Inventory of PCs and equipment ( Belarc , Spiceworks ) </li></ul>
  15. 15. Avoiding Trouble 2 <ul><li>Keep invoices & warranties </li></ul><ul><li>Regular housekeeping </li></ul><ul><li>Update anti-virus daily </li></ul><ul><li>Security precautions </li></ul><ul><li>Apply patches and service packs </li></ul><ul><li>Replace equipment before it breaks down </li></ul><ul><li>Plan for or procure a technical support contract </li></ul><ul><li>Keep spare parts, cannibalise old PCs </li></ul><ul><li>Reserve PC (keep an old one) </li></ul><ul><li>IT Strategy </li></ul>
  16. 16. Supporting your users - Accessibility <ul><li>Setting screen colours to suit them </li></ul><ul><li>Increasing menu sizes </li></ul><ul><li>Make text more readable </li></ul><ul><li>Tuning the keyboard </li></ul><ul><li>Taming the mouse </li></ul><ul><li>Using the keyboard as a mouse </li></ul><ul><li>Or using the mouse as a keyboard </li></ul><ul><li>Install a free text reader </li></ul><ul><li>Use free magnification and screen reader software </li></ul><ul><li>Install free word prediction software </li></ul>
  17. 17. Master-class – Social media <ul><li>Steve Bridger </li></ul><ul><li>Social Media in Organisations </li></ul><ul><li>LUNCH </li></ul>
  18. 18. Social media - reflections <ul><li>What ideas do you have based on the Master-class? </li></ul><ul><li>How do you think your organisation could make more of social media? </li></ul><ul><li>What gaps are there in your knowledge? </li></ul><ul><li>What was the best idea which came from the session? </li></ul>
  19. 19. Risk Assessment 1 <ul><li>Why do this? </li></ul><ul><li>Risk assessment - 15 mins </li></ul><ul><li>Feedback - 10 mins </li></ul>
  20. 20. Risk Assessment 2 <ul><li>What are the risks? http:// </li></ul><ul><li>Assessing the risks checklist </li></ul><ul><li>How can you reduce the risks? exercise results </li></ul><ul><li>Being prepared for disaster Business Link’s continuity planning </li></ul><ul><li>Keeping safe </li></ul><ul><li>Good housekeeping </li></ul>
  21. 21. Planning and Budgeting <ul><li>Where do you want to go </li></ul><ul><ul><li>– dreaming big </li></ul></ul><ul><li>What is an ICT strategy? </li></ul><ul><li>What’s a realistic budget? </li></ul>
  22. 22. Budgeting for ICT <ul><li>What should you budget for? </li></ul><ul><li>What are realistic prices? </li></ul><ul><li>Now do a rough budget for your organisation’s ICT – 5 mins </li></ul><ul><li>Budget Calculator </li></ul>
  23. 23. Strategy - 1 <ul><li>An ICT strategy is not about: </li></ul><ul><li>detailed technical description </li></ul><ul><li>unrealistic aspirations </li></ul><ul><li>how you’re going to do it </li></ul><ul><li>one bit of your organisation forcing another to do something it doesn’t want to, by going over their heads to the Board of Trustees </li></ul>
  24. 24. Strategy - 2 <ul><li>An ICT strategy (sometimes known just as a plan) is about: </li></ul><ul><li>having goals, even small ones, for: </li></ul><ul><ul><li>doing things better </li></ul></ul><ul><ul><li>doing better things </li></ul></ul><ul><li>thinking things through </li></ul><ul><li>setting out a framework and standards </li></ul><ul><li>SMART objectives (specific, measurable, achievable, realistic & timely) </li></ul><ul><li>ensuring that your trustees are committed </li></ul><ul><li>allocating responsibilities </li></ul><ul><li>setting a realistic budget (of money and time) </li></ul><ul><li>justifying your expenditure (of money and time) </li></ul>
  25. 25. Strategy - 3 <ul><li>Possible headings for an ICT strategy: </li></ul><ul><li>Responsibilities </li></ul><ul><li>Goals in the business plan for the next 5 years </li></ul><ul><li>Contribution that ICT is expected to make: </li></ul><ul><li>Major investments, including time-scale </li></ul><ul><li>New developments and experiments, including time-scale </li></ul><ul><li>Hardware purchase and replacement </li></ul><ul><li>Software policy </li></ul><ul><li>Security </li></ul><ul><li>Support arrangements </li></ul><ul><li>Training </li></ul><ul><li>Budgeting </li></ul><ul><li>Related policies </li></ul><ul><li>Review period </li></ul>
  26. 26. Top Tips 1 (on doing more with less) <ul><li>Software donation and discount schemes – save money </li></ul><ul><li> and </li></ul><ul><li>Recycled and repurposed hardware </li></ul><ul><li> </li></ul><ul><li>Green IT – saving energy and money </li></ul><ul><li> </li></ul><ul><li>Open Office (on the USB stick) an alternative to Microsoft Office </li></ul><ul><li> </li></ul>
  27. 27. Top Tips 2 (on doing more with less) <ul><li>Online back-up services – secure, save money </li></ul><ul><li> </li></ul><ul><li>0300, VoIP and saving money on phonecalls </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li>Sharing back office services </li></ul><ul><li> </li></ul><ul><li> </li></ul>
  28. 28. Top Tips 3 (on doing more with less) <ul><li>DIY - </li></ul><ul><li>iTQ training - / </li></ul><ul><li>Save money managing free events </li></ul><ul><li>Free video conferencing </li></ul><ul><li>Collaborate Google Docs and Calendar </li></ul><ul><li>Aggregate the news – RSS </li></ul><ul><li>Arranging meetings – </li></ul><ul><li>Online presentations – http:// / </li></ul><ul><ul><li>(these presentations will be available here) </li></ul></ul>
  29. 29. Finding Your Way Photo:
  30. 30. Finding Your Way 1 (as a support tool) <ul><li>When looking for information and advice which web sites do YOU use? </li></ul><ul><li>How do you find out about useful sites? </li></ul><ul><li>What questions do they answer? </li></ul><ul><li>What sites do you find unhelpful? </li></ul>
  31. 31. Finding Your Way 2 <ul><li>NAVCA </li></ul><ul><li>RuralnetUK </li></ul><ul><li>ICT Champions </li></ul><ul><li>(new website coming soon) </li></ul><ul><li>Capacitybuilders </li></ul><ul><li>(new Improving Support website coming soon) </li></ul><ul><li>Knowledgebase </li></ul><ul><li>Suppliers Directory </li></ul><ul><li>UKRiders </li></ul><ul><li>AbilityNet </li></ul><ul><li>IT4Communities </li></ul><ul><li>CTX </li></ul><ul><li>NCVO ICT </li></ul>
  32. 32. Miles Maier London Region ICT Champion [email_address] 020 7426 4496