The link to my communication problem (also briefly mentioned below):  http://www.digitalparlor.org/sp08/420Y1/node/2035 

Potential solutions to the communication problems come from past experiences at another workplace, from classwork, and from online research.  I mentioned the biggest waste of time was the many e-mails sent back and forth between a user with an IT problem and me in the IT department.  Following that, the other time-consuming communication problems were conveying what exactly the problem was ("the Internet is broken") resulting in me being unprepared sometimes (a needed installation disc).

The following are all potential solutions and one will not fix everything and be the "one-all be-all" solution.  Yet, these solutions could be used in tandem (what I think would be best, but would require a lot of effort and time commitment for the department), but the best answer for the communication problems would be to implement each of these following ideas:

1)  A FAQ section on the corporate LAN website (internal to employees only).

2)  Help files and/or tutorials to help users identify the exact problem, walk-through the solution, and give feedback (similar to Microsoft help files).

3)  A ticketing system which would allow for electronic submission that gives choices for symptoms, possible reasons why there was a problem in the first place, and a priority.

4)  Weekly e-mails that redirect users to external sources on the Internet and inform them about malware (spyware, adware, worms, viruses, Trojans, rootkits, phishing, etc.).  Though it is unlikely that many users will read this, an effort has been made and it wouldn't require much from the IT department for the users to self-educate themselves.

5)  Weekly reminders or a "tip of the day" on things such as backing up important files, protecting files with security such as encryption, or common sense reminders.  For example, users don't always have to come to the IT department at the first sense of a problem (though they are always welcome to, of course) because another user might have the same problem as they and could talk it over with a co-worker. 

I think I have a good list to start off.  Any other suggestions?

Jason Smith