Appendix B. Resources and References

B.1. Sources of Information

While this appendix is devoted primarily to books, there is a variety of other obvious resources. You should already be familiar with most, but the following checklist may be useful in jogging your memory. It is in no particular order.

User groups

These seem less popular than they once were, but they still exist. For system administrators, USENIX at http://www.usenix.org and SAGE at http://www.sage.org are two good places to start.

Mailing lists

There are thousands of these. Finding ones that are helpful can be painful. Be prepared to subscribe, lurk, and then unsubscribe to a number of different lists (or visit their archives). Follow a list for a while before you start posting to the list.

Newsgroups

Keep in mind that you may find an answer in related groups. Your Solaris problem may be answered in a Linux newsgroup posting. A quick search of Deja News can sometimes be helpful.

Vendor web sites

In networking and telecommunication, a vendor that doesn't maintain a reasonable web site probably should be avoided. This is the most obvious way to disseminate information about their products. Some vendors have excellent problem resolution sites, such as Microsoft's TechNet. Other sites, like Cisco's, contain such a staggering amount of information that whatever you want is there, but it can take forever to find it. Be prepared to spend a lot of time searching wherever you go.

Software web sites

Don't forget the home pages for software, particularly operating systems. It is easy to forget about sites like http://www.linux.org and http://www.freebsd.org. And even minor tools may have a site devoted exclusively to them.

Chatrooms

Frankly, I don't have time for chatrooms, but some people find them useful, particularly those devoted to specific pieces of software.

FAQ list

This is often an excellent starting point, particularly when you are installing new software. Keep in mind these may change frequently, so make sure you are looking at a current list.

README files

In the rush to get things running, many people skip these. If everything appears to work, they never go back. Don't forget to look at these even if you don't have a problem.

Comments in makefiles and source code

This is a long shot, but if you are using open source software, there is an off chance you can find something of value.

Service contracts

For some reason, some timid people seem reluctant to use their service contracts. If you have paid for a service contract, you should not be intimidated from placing reasonable calls.

I always try to get an idea of what resources the technicians are using to answer my questions. I've had technicians send me some truly remarkable "internal" documents. Before I hang up, I always try to ask how I could have resolved the question without calling them. Most technicians seem delighted to answer that question.

Formal training

This could be from the vendor or from a third party. This is a big business, particularly with the recent trend toward certification. Short courses can be very focused-providing exactly what you need. Beware, these courses can be quite expensive and what you learn can become dated very quickly. Some companies, e.g., Microsoft and Novell, now cancel certification if you don't recertify within an established time limit.

Formal courses at colleges and universities tend to be more general and, consequently, often remain relevant for a much longer period of time. I would recommend a formal degree over certification any day, but I'm biased. Some potential employers may have different biases.

Printed and online vendor documentation

The undeniable trend is toward putting as much online as possible. This reduces costs and allows the user to search the material. With Unix, online manpages accessible through the man command are universally available. Recently, there has been a movement toward alternatives such as info pages, HOWTOs, AnswerBooks, and web-based documentation. Use whatever is appropriate to your system, but consider buying printed copies. I kill a lot of trees printing online documentation. I want something I can read in comfort and something I can write on. And then when I can't find what I've printed, I print it again, and again, and . . . .

Diagnostic software

This is often provided by the vendor with the initial purchase of their software or equipment or as downloads from their web site. It can supply the answer to your question. However, diagnostic software is often limited in what it can test. A clean bill of health from diagnostic software does not necessarily mean that there isn't a problem with the vendor's product.

Helpdesks

Keep in mind that many people use these in place of reading the documentation. The first person you talk to probably won't be very helpful (unless you didn't read the documentation). With perseverance, it is usually possible to get your call escalated a couple of times so that you end up talking to someone who is helpful. Be prepared to be on the phone for a while. And be polite!

Magazines and journals

For me, these are most useful for tutorials on new topics and for product reviews. I read NetworkWorld for general news and NetworkMagazine and IEEE Computer for articles with a little more depth. Cisco's Internet Protocol Journal is also a favorite. I also enjoy Wired. (Just don't believe everything you read in it.) Don't overlook business magazines. Knowing what company is about to fold can save you from making a costly mistake. Both the ACM and IEEE have online searches for registered users. For less technical information, Computer Select is an excellent (but expensive) source of information.

e-magazines and magazine web sites

There are a number of magazines or similar sites published online that you should not forget. These include http://www.bsdtoday.com, http://www.linuxgazette.com, and http://www.oreillynet.com/meerkat/ among others. Also, many print magazines have web sites with back issues online. These sites, since the content has been edited and reviewed, are my first choice when searching the Web. Try http://sw.expert.com, http://www.sunworld.com, http://www.networkworld.com, and http://www.networkmagazine.com for starters. Microsoft Windows users might try http://www.zdnet.com/pcmag/. There are many, many more.

Trade shows

While the first person you're likely to talk to will be a sales rep, there is probably a technical person lurking somewhere in the background to help out when the rep discovers she is out of her depth. This may be your only real chance to meet face-to-face with someone technically involved in a product.

Friends, colleagues, and teachers

Ask yourself who you know who might be able to help. But remember this is a two-way street, so be prepared to help others in the future. Always remember, even the best expert will sometimes provide poor advice.

Other network managers and administrators

People at similar institutions are often willing to share information. It's better, of course, to build a network of contacts before you need them. In particular, your predecessor, if he left on good terms, can be an ideal contact.

While these might be obvious resources, it is not uncommon to overlook one or more of them when trying to solve some hairy problem. You may want to highlight this list and add to it in the margin. Many of these sources have standards of etiquette that should be observed. Don't abuse them! Even if you are paying for the call and your contact can't answer your question, try to remain pleasant. Save your hostilities for calls from telemarketers.