The upside: it doesn’t cost much, if anything. The downside: when the member is unable to continue (job relocation, elderly parents, becomes disenchanted or disabled or dies) often all of the knowledge about the environment (computer setup, passwords, etc.) leaves with them. The end result could be an expensive repair bill or many hours working on what could have been a simple task.

When that volunteer leaves, could another member pick up support easily? Do you have all of the information written down that is probably in his or her head? We don’t think about the church needing the same types of structures and process that a small business needs. But it does.

If your church has not done so, it needs to create a tech support manual. It doesn’t take much time and it will make it easier for the next person who supports the church’s computers. The church’s tech support manual should contain:

• A list of all computers (serial number, RAM size, hard drive size, administrator password, etc.)
• A list of all software installed on all of the computers (including software license keys and passwords)
• A list of all related devices (printers, firewall, modems, routers etc.)
• A network map (shows the relationship between all of the devices on the network)
• Work processes (how to add a new email, post a sermon to the website, add a new member, backup data, etc.)
• Vendor contact information (name, phone, account number, password if needed)
• Problem log (description of the problem, cause, resolution and date so you’ll know how to fix it if it happens again)

These are the basics of an I.T. or tech support manual. You may add other sections based on your needs.

Remember, don’t just create it once. Keep it up to date. An outdated manual won’t help your support people and may result in a costly repair visit by outside computer support people.

Wishing you safe passage through the IT Minefield!

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If you would like to purchase a template for a tech support manual rather than starting from scratch, you can purchase the Support CD for Navigating the I.T. Minefield at http://bit.ly/SNL4W.

This topic is discussed in greater detail in Navigating the I.T. Minefield: Straight Talk for the Small Enterprise. To purchase your copy, please visit http://bit.ly/SNL4W.

Leslie Knight is a small business consultant with over 20 years of experience in Information Technology management in Fortune 500 companies.  She applies her experience in Corporate America (saving them millions) to smaller entrepreneurial enterprises. She is also the author of Navigating the I.T. Minefield- Straight Talk for the Small Enterprise.