How can we best organise effective user support? What technologiesshould we use in this endaevour? What real impact can ever improving network services have on support and what are the barriers preventing full realisation of this?

This talk will not attempt to provide definitive answers to the above, but through a series of common observations and logical projections, deduce some guiding principles for groups and
organisations responsible for user support today. Some evidence will be drawn from the activities of the recent 'ETINU' task force of TERENA, which culminated in a published report
describing the results of an international survey to assess the 'state' of user support in both academic and non-academic environments. The 'blueprint' framework for user support using
network services, which was proposed in that report, will also be presented.

Whenever possible reference will be made to 'live' systems and methods which can be demonstrated. These will encompass tried and tested email and web integration, and strategies for organising, searching for, and archiving relevant information.
Comments will be given on emerging technologies and the probable benefits of deployment of these. The importance of including users in the evolution of solutions will be emphasised.

The presentation will contain something for everyone. The clear message will be a 'call' to provide a networked support environment for our users which consists of a number of small
and simple effective measures, rather than an expensive turnkey 'system' that is ill equipped to meet changing and diverse needs.