eiving or providing system training, while details are fresh. The guide should list steps that anyone can follow to troubleshoot common problems. Perhaps the most helpful way to organize the list is by problem/cause. For example: Problem: Can see but cannot hear participants Solution: Ensure that microphone is plugged in Another useful way to organize the document is to start with a "Top ten things to check" list with suggested corrective measures. For example: 1) Power-cycle the equipment 2) Check that the monitor is turned on 3) Check that the right video source is selected Desktop-based video communication creates new support challenges. Desktop applications are harder to install and maintain because systems are under the control of various users. Rather than maintaining one system, administrators must maintain nearly as many systems as there are people in the organization. There are issues regarding compatibility between desktop systems and room systems (standards, networks, and applications). Once users become familiar with video, technical challenges will abound from people's experimentation and exploration. SCHEDULING SYSTEMS AND SERVICES Videoconferencing represents a large investment by most organizations' standards. Even with declining costs, it is important to ensure that the system is often used. Therefore, scheduling processes and tools deserve serious consideration. Someone must assume responsibility for system scheduling which, as usage increases, becomes increasingly complex. It is a good practice to establish policies and procedures before system implementation rather than addressing scheduling ad hoc. A primary issue is videoconferencing room exclusivity. When it is not possible to dedicate a room for videoconferencing, management must establish whether a videoconference can bump a scheduled non-videoconferencing meeting. It is also important to address who will have access to the system and how usage will be prioritized. Organizations with international sites often reserve open hours when there