ANSWER: Keeping track of your technology purchases can prove a challenge for any business. There are several ways to manage the information and paperwork associated with each computer in your office. The first task is making sure you get the information and documentation you need from your vendors. This includes a wiring plan from phone and computer vendors, manuals and CD-ROMs or diskettes for all programs installed, all hardware and software licenses, and any training or supporting materials promised by the network vendor or others involved in implementing your systems.

If you are going through or expect to undergo a system conversion, you have an opportunity to organize the upgrade documentation more easily than a firm that wants to get organized after the fact. The first piece of information you should receive from your systems vendor is a detailed invoice of the items, cost and serial numbers.

As a way to organize and access the assortment of information you collect, you may want to set up redwell folders for each computer, with folders in each hardware component and software application. For example, the redwell for the server might include a folder for the invoices from a hardware and network upgrade and another folder might contain the wiring plan.

If the server has a tape backup unit, the manual and warranty information for the tape drive would be put into another folder within the server’s redwell. Along with the information about the tape drive, you might want to note what size tapes to purchase and where you have found the best price. Any paperwork associated with the wiring, such as the hub (the wiring box that connects each computer to the server), and the uninterruptible power supply (UPS) would also be filed in the server folder.

If different vendors installed separate parts of your system, you might note who was responsible for which aspects. For instance, if you used a subcontractor to upgrade your firm’s cabling, you might have its contact information on the outside of the folder for the wiring plan.

Types of information

Certain information should be collected for the entire system while other data is noted for individual machines or specific computers.

Let’s focus first on the firm-wide issues. If your office is on a local area network, you will have network-related information that applies to the entire office. For example, the wiring configuration takes in the whole location. Another critical piece of information to keep with your network documentation is the ID and password for administrator-level access to your network. There is nothing more frustrating than needing to make a minor change on your network, such as adding new people or editing their security, and not knowing the password or being able to quickly contact the people who established your network.

If your office is on a peer-to-peer network, you should have a list of how each drive on each computer has been mapped. Without getting too technical, a peer-to-peer network lets each person’s computer see the drives of other computers on the network. Your own computer may have Drives C and D. When you want to look at files on Joe’s C drive, you need to see it as a different letter. Ideally, your vendor should encourage you to either purchase an extra machine as a server, even if you are using peer-to-peer network software, or designate one computer as a pseudo-server that everyone sees with the same drive letters.

The network operating system materials should be stored along with server information. An operating system is a program that acts like a traffic cop to control the flow of data to and from a computer. Network operating system software, in conjunction with network cards in each computer and wiring between them, lets computers in an office share information and programs. Storing the license number, number of licenses purchased, when they were purchased and installed, and who did the installation can be handy in the future when considering an upgrade.

Security concerns

If security is an issue, you can store the file for your server in a place that has limited access to employees. You should also consider implementing various levels of security as part of your network and the different applications you are running. It always amazes me how lax law firms can be regarding computer security. Many firms never change the original passwords their vendors used when installing their network. When firms add dial-in access, they become vulnerable to hackers.

At a minimum, your dial-in access should have password protection enabled. Passwords should be a combination of letters and numbers so that dictionary programs that will check your system against common word combinations will not find entry into your network.

When your wiring was installed or upgraded, you should have received a wiring diagram showing which wires are connected from which offices to the firm’s hub and server. Additionally, your wiring vendor should have clearly labelled each wire at the hub connecting all the computers. If someone in the office was shown how everything is connected and given a brief lesson on troubleshooting wiring-related issues, that person should prepare a memo detailing that information, which can be stored with the wiring plan.

Similarly, whenever someone in my office learns new functions, such as how to prepare a list of clients’ fax and e-mail addresses and incorporate them into my fax or e-mail software, I insist on documenting the steps. I have a folder called “instruct” for copies of all the memos explaining basic and not-so-basic office tasks. The next time we perform the same task, we check the instructions to make sure they are clear and correct. If we upgrade software, we change the instructions the first time we use the new software. This has enabled me to have a better-run office with less downtime in the event of staff changes.

Some memos include instructions for creating and printing checks in my accounting software, how to produce bills with my time-keeping and billing software, a list of form letters and how and when to use them, steps for setting up new clients in my case management program, etc. These instructions often include some steps not done on the computer such as how many copies to make, where to file information and other related tasks. While we print these instructions and maintain them in a notebook, they are readily searchable on the computer.

Licensing data

The server redwell should contain a copy of the licenses of the network operating system. Whenever I purchase new office software, copies of the license and information needed to contact the company are stored in the server folder if the program is installed on the server or in the workstation folder if it is only installed on a single workstation.

Each workstation should have its own redwell, with folders for its hardware and software components. For instance, most vendors will provide the original CDs for Windows 95, 98 or NT in case it has to be reinstalled or a file added. This CD should go into the workstation redwell with a note indicating its installation number. Whenever I receive a CD-ROM, I note on the jewel case when it was received and installed, the serial number and installation ID, or other essential installation and use information.

Each workstation redwell also should have folders for the mouse, monitor, sound card, modem, diagnostics and other hardware-related information from the computer manufacturer. Any diskettes or mouse information would go into its folder within the workstation’s redwell.

It might be wise to create within the server and workstation redwells a reference sheet that summarizes the hardware currently installed on the unit. If you add memory or upgrade your modem, the original invoice will be out of date. A reference sheet should include the processor speed (e.g. Pentium III, 450 MHz), memory (RAM and hard drive sizes), the mouse type (e.g. Microsoft Intellimouse or Kensington trackball), keyboard type (Microsoft ergonomic or traditional), monitor size and specifications, CD-ROM speed, etc. Each component should be described and include serial numbers and manufacturers. This document will be extremely helpful if you call a company’s technical support and are asked your computer specifications.

To be complete, the reference card should include the workstation operating system (e.g. Windows 95, Windows NT workstation, Windows 98) and which version of the operating system. Microsoft and other vendors periodically provide maintenance or service releases to fix earlier versions of their software, which often can cause problems. Keeping track of which versions you have installed will help troubleshoot problems more effectively.

Organizing software

Organizing the software paraphernalia can be a little trickier. Most vendors these days don’t include large manuals or even individual manuals for each licensee. Consequently, you may want to organize the software slightly different from the hardware.

Software manuals should be in a central location. On the inside cover, note the firm’s serial number, version number, maintenance release and when it was installed, along with technical support contact information. You may want to consider keeping older software manuals for products you still use. For example, earlier versions of the Timeslips manual were more detailed than current on-line help. Quite often, I refer to the manual. Similarly, the old word-processing bible, the WordPerfect 5.1 phone book-size manual had some excellent examples of the use of specific functions, not merely explanations. If you’re using a more recent vintage WordPerfect, you might find it helpful to hold on to the older manual.

Before you get rid of software and manuals, you may want to inquire whether they can be donated to a legal services office, paralegal program, law school or some other organization. If the software is really old and the company is out of business, however, you may find it easier to recycle the manual.

The other papers associated with the software, such as the license, might better be stored in a notebook along with installation (read-me files) and troubleshooting notes about the products. Before I send in registration cards for any software, I make a copy of them (front and back) to keep with the product’s license and other papers. If there are special instructions for removing a program, those notes should be retained as well.

Finally, you may want to set up redwell folders for each printer, fax, scanner, laptop, etc. It’s much easier to find information when it’s organized this way.

If your office doesn’t have a full- or part-time systems manager, you might consider collecting and organizing troubleshooting notes. Depending on your hardware and software, the troubleshooting notes can be organized in their own notebook by topic or in the folders corresponding to each computer in the office. A typical troubleshooting notebook will include any documents printed during the installation as well as notes from conversations with your firm’s consultants, trainers or the company’s technical support representatives. If you have e-mail correspondence with the company, that, too, should be included.

The Internet has become a very effective resource for troubleshooting hardware and software problems. Corel (kb.corel.com/) and Microsoft (support.microsoft.com/support/) have extensive on-line knowledge bases you can search for error messages or topics and print the answers. Many other hardware and software companies have useful troubleshooting tips on their web sites. Printing and storing these for future reference can be a big time-saver when a problem arises. You may also want to make a table of contents for each section of your troubleshooting notebook to more easily find information.

Drivers

Buried deep within your computer’s system are small program files called drivers, which control the various hardware components of each computer. For example, your mouse, printer driver and network card all rely upon drivers. System Properties, which you can access by selecting (single click with the left mouse button) the My Computer icon on your Windows 95 or 98 desktop, clicking the right mouse button and choosing Properties with the left mouse button. The General tab of the Device Manager will show which operating system and version are running, to whom the system is registered and the registration number, along with the amount of RAM memory installed on the computer. If you have Internet Explorer on your computer, it will also show the version of the browser available.

The Device Manager tab displays a detailed list of all components in use on each computer. Click on the plus sign next to any device to see which component is installed. Highlight the component and click on the Properties button to see more details. Among the details you will see are which version drivers are being used. Again, check manufacturers’ web sites for updating the various drivers connected to the parts of your computer.

Software manufacturers regularly make available patches or maintenance releases for their products. The The vendor’s web site is the most-common source for accessing and downloading these patches. Keeping track of what you have downloaded for which products can be tricky. Most Internet software will set up a folder on your computer for your downloaded files. You may want to establish a paper file to log downloaded files. On my log, I track the file name, the date downloaded, what product it is for and when it was installed. Often, file names are cryptic and it would be impossible without the log to determine what program is connected to the downloads.

If you use America Online, you will not be able to download larger files. AOL limits the size of files you can receive through e-mail or downloads. The problem for many users is that AOL doesn’t let you know a file is too large. It just doesn’t get saved to your computer. It’s even more frustrating when you receive a large file attached to an e-mail. You won’t have the file and the sender won’t be informed about the problem.

Setting all this up may sound like a lot of work, but once it’s established, it’s self-maintaining and will easily reward your effort if you have a computer problem you can’t resolve yourself. Having the answers for a vendor’s technical support staff will allow you to get help more effectively and get back to your real work.

Carol L. Schlein is president of Law Office Systems, a Montclair-based training and consulting firm assisting small- and medium-sized law firms with technology. She formerly chaired the Computer and Technology Division of the ABA’s Law Practice Management Section and is the author of The Lawyer’s Quick Guide to Timeslips, published by the ABA. She can be reached at carol@losinc.com.

Questions for Carol Schlein on law office technology may be faxed to New Jersey Lawyer at (732) 750-0010 or mailed to “Law Technology Questions,” New Jersey Lawyer, Koll Corporate Plaza, 485B Route 1, Suite 100, Iselin, N.J. 08830.