Info
To Go: Who to Call for Help
Technical support provided to NFLS member libraries. OWLS member libraries should refer to the OWLS Who to Call list.
- Computer Software
- Electronic Resources
- InfoSoup/Millennium
- Millennium Peripheral Hardware
- Network Infrastructure
- Web Services
Computer Software
| Issue | Contact | Notes |
|---|---|---|
| Deep Freeze | NFLS office | NFLS office staff assist with installation and use |
| eScan | NFLS office | NFLS office staff assist with installation and use |
Electronic Resources
| Issue | Contact | Notes |
|---|---|---|
| Ancestry/HeritageQuest | Evan | Report problems with these databases to Evan |
| FirstSearch | Evan | Report problems with FirstSearch to Evan |
| Gale databases | Evan | Report problems with the Gale Group databases to Evan |
| NetLibrary | Evan | Report problems with NetLibrary to Evan |
| Issue | Contact | Notes |
|---|---|---|
| accounts & passwords | Patty | See Email Services |
| client software | NFLS office | Contact NFLS office for software installation or troubleshooting |
| training | NFLS office | NFLS office staff can provide training in using client software and email effectively |
| email is down | Dave | Call Dave if email is not working for anyone at your library |
InfoSoup/Millennium
| Issue | Contact | Notes |
|---|---|---|
| cataloging | Holly | Call Holly with any cataloging or database questions |
| circulation | Laura | Support available for holds, circulation, and patron accounting |
| closed days | Patty | Notify OWLS with any closed days |
| custom reports | Laura | Patty can provide statistical, weeding, or patron reports |
| inventory | Patty | Equipment, software, training and report generation available |
| locked records | Patty, Laura | Gerri can also unlock records |
| offline circulation | Patty, Laura | Gerri can also provide support for offline circulation (D-Circ) |
| on-site training | Laura Holly Evan/Beth |
Laura can provide circulation training Holly can provide cataloging training Evan and Beth can provide InfoSoup training |
| patron registration | Laura | Our focus is on maintaining systemwide consistency and standards |
| standard reports or notices | Patty | Reports are generated by OWLS and emailed by OWLS |
| supplies/barcodes | See Order OWLSnet Supplies for more information | |
| InfoSoup web opac | Gerri | Beth and Holly can also help with InfoSoup questions |
Millennium Peripheral Hardware
Issue |
Contact |
Notes |
|---|---|---|
| barcode scanner orders | Julie | See Order OWLSnet Supplies |
| receipt printer orders | Julie | See Order OWLSnet Supplies |
| troubleshooting and repair | NFLS office | Dave can assist if no one at the NFLS office is available |
| installation | NFLS office | NFLS office will arrange for the installation of peripherals; Dave can assist if no one at the NFLS office is available |
Network Infrastructure
| Issue | Contact | Notes |
|---|---|---|
| troubleshooting | Dave | Contact Dave if you can't connect to OWLSnet or the Internet |
| data circuits | Dave | All questions regarding data circuits should be directed to Dave |
| network hardware | Dave | OWLSnet maintains routers, hubs, and terminal servers |
| new connections | NFLS office | Policy requires that OWLS or NFLS approve any new connections |
| cabling | NFLS office | Libraries are responsible; contact NFLS office for specifications |
Web Services
| Issue | Contact | Notes |
|---|---|---|
| hosting library web sites | Beth | See Web Services |
| WebEvent calendars | Beth | Two WebEvent calendars per site hosted by OWLS |
| monthly statistics | Evan | Monthly site usage reports provided; reports may be customized for you |
| OWLSnet online directory | Patty Evan |
Contact Patty if your information needs to be updated Contact Evan to troubleshoot problems |
| restricted catalog workstations | NFLS office | Contact NFLS office for assistance with workstations using proxy and ini files |
Supporting public libraries in Outagamie and Waupaca counties