In this session we will revisit a number of examples of online user support systems referenced in the keynote talk 'Environment To Inspire Network Users'. Some will consist simply of easily found but pertinent information, while others will provide interaction using network services.

The objective of the session is to allow the audience to itemise elements present in the examples which are generally regarded as 'effective' and which should be emulated, and also those which are felt to be counter-productive and which therefore should be avoided.

The session will include consideration of commercial 'do-it-all' packagescompared to custom 'do-it-yourself' solutions. Having identified desirable and undesirable 'elements', we will attempt to distinguish between core components (functions which should be present) and features (characteristics of how functions have been implemented).

The session will be of interest to anyone involved in setting up or managing a user support service, providing thought provoking challenges or reinforced confidence in an organisation's adopted user support methods and strategies.