Some users can do a lot for themselves, but they still run into trouble occasionally. For instance, suppose a user imports his Outlook contacts from an old machine to a new one. Outlook, on the new machine shows his contacts, but there's no address book. How do you help this user get his contacts into an address book on the new machine? Remember, the solution doesn't have to be hard!
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Susan Sales Harkins is an IT consultant, specializing in desktop solutions. Previously, she was editor in chief for The Cobb Group, the world's largest publisher of technical journals.