Vendor-supplied documentation is becoming skimpier and free support is almost a thing of the past. Books may provide the best and cheapest sources of answers to technical support problems. The WWW is another good source of information, particularly for vendor-specific technical information. Microsoft, for example, offers free support for Windows 95 through its Web pages. 3.1.2 Certification Hand in hand with training goes certification.
Certification carries with it a certain amount of prestige and marketability.
Of course, well-educated, certified staff will cost more to retain. 3.1.3 Participation in Professional Groups and Listservs Libraries frequently make the mistake of treating their nonlibrarians as nonprofessionals. Computer support staff should be encouraged to join professional organizations. While librarians are generally expected to keep up with trends in the library profession, it should be a condition of employment that computer support staff members set aside some time to at least scan the trade literature on a regular, ongoing basis. Another important aspect in the development of a professionally oriented staff is the encouragement of ethical behavior on the part of staff members.