How to improve computer advisory services

There are an increasing number of active computer users who are not computer professionals and so require continuous guidance in order to effectively employ computer facilities. In universities such guidance is provided by a formal advisory service. While advisory services play a vital role for university users, there are numerous problems which can detract from their effectiveness. This paper identifies many of these problems, and recommends ways of overcoming them. These suggestions are largely based on the results of a research project carried out for the past four years at the University of Liverpool. Topics considered are: (i) the assessment of various methods for organizing advisory services; (ii) the specific needs of inexpert users and strategies for effectively advising them; (iii) problems of the comprehension of computing information; (iv) guidelines for good advisory communication; (v) methods for improving the professional status of the advisory function.