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We identified 295 records from the 970 records we reviewed as competencies from the LIST HelpLine Log. They have been grouped together according to the subject areas we used in our assessment tool.

• staff should know how to set defaults on laser printers (16 hits)
• staff should know how to change printer cartridges (5 hits)
• staff should try to reboot printer, wait 2 minutes to correct printing problem (5 hits)
• staff should understand differences in print setup for different applications (1 hit)
• staff should know how to fix paper jams in printer (4 hits)
• staff should try shift-continue for print lasers if they have a problem (1 hit)
• staff should understand why they shouldn’t overfill paper trays in laser printers (1 hit)
• staff should know how to setup their default printer (2 hits)
• staff should know how to change font on printer settings (1 hit)
• staff should know how to set number of prints they want (1 hit)
• staff should understand how to differentiate between a caddie and non-caddie CD and how to insert and remove both types from a computer (1 hit)
• staff should know how to check hardware connections (17 hits)
• staff should know how to troubleshoot if a computer monitor isn’t working (3 hits)
• staff should know how to check connections between computer and projector setup when in ELECS (2 hits)
• staff should know how to use projectors in ELEC (2 hits)
• if mouse isn’t working, staff should try rebooting machine before calling systems (6 hits)
• staff should know how to fiddle with Ethernet lines if an entire LAN isn’t working (1 hit)
• if a machine isn’t working staff should check to see whether power and monitor buttons are turned on before calling systems (2 hits)

• staff should know how to copy and paste from one document to another (and how to do it if document is more than one screen long) (4 hits)
• staff should understand difference between 16 and 32 bit applications (1 hit)
• staff should know how to setup icons for their programs (just because an icon is not their does not mean that the program is not installed) (8 hits)
• staff should know the difference between "save" and "save as" (2 hits)
• staff should be able to use functions of their control panel including how to change time when screen saver turns on (2 hits)
• staff should know file extensions (eg. .doc, .wp, .xls) (1 hit)
• staff should be able to try and recognize a virus when something doesn’t look right (2 hits)
• staff should know where to look to see what directory they are in (1 hit)
• staff should know how to copy files to different directories (2 hits)
• staff should know how to view and un-view toolbars in Word (2 hits)
• staff should know how to remove an icon from their program group (1 hit)
• staff should know how to map drives (3 hits)
• staff should understand multi-tasking and how applications can be open behind one another (1 hit)
• staff should know how to cancel jobs if their are multiple jobs going (1 hit)
• staff should know how to change their own Windows settings (1 hit)
• staff should know how to unfreeze applications in NT (3 hits)
• staff should know that once a computer freezes their is no way to save their work (1 hit)
• staff should know the different ways in which to reboot a machine - ctrl-alt-delete, warm boot, cold boot, task list, log off for trouble shooting (9 hits)
• if get message "cannot open more than one copy of the specified program" in QVTNET, staff should know to exit Windows and log back in (4 hits)
• staff should be able to save multiple docs. onto a disk (1 hit)
• staff should know how to use defrag; scandisk; fprot (1 hit)
• staff should know that they cannot setup a drive for DIZZY if they use Win 3.1 (1 hit)
• staff should know how to configure Adobe Acrobat Reader and print from it (1 hit)

• staff should understand why they shouldn’t keep pine open if they are not reading email (2 hits)
• staff should understand why they should weed and keep minimal email messages (1 hit)
• staff should be able to organize and maintain email folders (2 hits)
• staff should understand the basic concepts and commands of FTP (5 hits)
• staff should understand how to use and setup helper apps in Netscape (11 hits)
• staff should know how to FTP their files to DIZZY (8 hits)
• staff should know basic HTML for editing existing files (14 hits)
• staff should know how to clear memory and disk cache in Netscape (4 hits)
• staff should know how to use CCIT’s addacct function (6 hits)
• staff should know how to setup CGI-scripts based on Gene’s template (1 hit)
• staff should know how to set mail and network preferences in Netscape (5 hits)
• staff should know how to upgrade/install Netscape (16 hits)
• staff should know that a single click on the link to Journal/Magazine Indexes will bring the telnet window to the top of Netscape and than a double click will bring it underneath the Netscape window (4 hits)
• staff should understand file permissions in DIZZY (2 hits)
• staff should understand how to change ways messages are saved in Pegasus (2 hits)
• staff should know the basic commands of Lynx (1 hit)
• staff should know that www.library.arizona.edu = dizzy.library.arizona.edu and that combining the 2 - www.dizzy.library.arizona.edu - is an incorrect URL (1 hit)
• staff should know how to publish web pages using Netscape Gold 3.0 (3 hits)
• staff should know about Netscape plugins (1 hit)
• staff should understand the basic directory structure of DIZZY (2 hits)
• staff should know how to configure their email for their use (4 hits)
• staff should know how to use attachments in email (2 hits)
• staff should know how to access the CDROM LAN remotely (2 hits)
• staff should know that in order to use databases remotely must login using a valid UA account (1 hit)
• staff should understand that only a limited number of users can login to the CDROM LAN using OmniAccess at one time so need to keep trying to connect (1 hit)
• staff should know how to access the journal indexes (1 hit)
• staff should know how to export records and email them from SABIO (1 hit)

• staff should understand how to login to public NT machines - know how to change from admin to regular user (7 hits)
• staff should know how to login to different systems in the library (6 hits)
• staff should know how to access shared drive - i.e. the room schedule (2 hits)
• staff should understand the implications of the LAN going down (3 hits)
• staff should know how to save files from the LAN to their own hard drive (1 hit)

• staff should know how to set default settings on terminals (44 hits)
• staff should know how to change passwords on different systems (their own PC, dizzy, novell (?), Bird) (3 hits)
• staff should know how to login to OCLC (2 hits)