Case projects
case project 13-1
a user calls to report that she's unable to log on to e-mail, and you ask a cou-
ple of questions. because you know that no one else is using the network right
now, you can't determine whether the problem is unique to her machine or
affects the entire network. probing further, you learn that she's also unable to
print. you decide this problem is probably easier to troubleshoot from the
user's computer.
using the eight-step problem-solving process covered in this chapter, outline
the items you must check and the questions you must ask when you arrive
at the user's office. based on the possible responses to your questions, describe
the actions you will take to correct potential causes of this problem.

My favorite is "be concise."have you ever received an email and had to read a page full of information? by the time you finished reading it, you had to re-read it? i have even hit "reply" so that i could break it down into separate paragraphs and send it back to myself.what is concise? get to the point, fast. when opening an email like this, some will close it or print it to read later.i learned to use the subject line to prepare the reader for content. such as, "need on (blank), " "info only re: (blank)," "request input on (blank)," "read before (blank) meeting." these are just some.if you are asking for something, make that your first sentence. follow this by who, what, when, where, and how. use these, as necessary. example; (1) who (who needs it and or who does it), (2) what (specific description of what is needed), (3) when (specific, i need this by 8: 00 am monday or i need this by 10: 00 am today), (4) where (does it have to be printed and taken to someone, maybe the place of the meeting), (5) how (i need it scanned or faxed back to me at this email address, provide me with a hard copy).do not send yet. re-read it. did some spell check change a word? maybe let someone else read it for understanding. you want to avoid multiple emails asking for clarification. if important, put a read receipt on it. you will know it was opened, not necessarily read.end with a you.

The correct answer to go in the blank would be a) complement.