There are enormous resources on AOL, and lots of places to get your questions answered. Knowing the right place to ask your question is the fastest, surest way to get the results you want!
The easiest way to travel around AOL's areas is by using Keywords. To use a Keyword, click on GO TO on the menu bar, then on KEYWORD. Type the keyword of the area you want to visit in the box that appears on your screen and press enter. The system will automatically take you to your selected destination. (TIP: On a Mac, you can bring up the keyword entry dialog with Command-K; on Windows, Ctrl-K will do the same thing.)
GENERAL HELP AND INFORMATION:
If you don't know where else to go to get your question answered, use Keyword: HELP to go to MEMBER SERVICES in the free help area. There you'll find a large yellow question mark icon, or a button reading HAVE QUESTIONS? This is the "One Stop Info Shop". Click here and go through the prompts to find exactly the kind of help you need, including LIVE help.
HELP/INFO FOR THE BEGINNING COMPUTER USER:
If you need basic computer use help, including uploading, downloading, or file use, there are several good areas online dedicated to helping the new user. Macintosh users can use Keywords: HELPDESK and MBF (Mac Beginners Forum) to get to their areas. PC users can use Keyword:PCH to get to the PC Help forum. Both Mac and PC users can use Keyword: KOMANDO to get to "Kim Komando's Komputer Klinic". This is an area dedicated to making computer use easy! All these areas have text files, message boards to browse, and staff onhand to answer your questions.
HELP/INFO ON THE INTERNET:
Use Keyword: INTERNET and either find a message board that relates to your question, or stop into the Chat About The Web room and speak to a CJ staffer on duty (open daily 8-11pm est).
HELP/INFO ON FILES IN THE INTERNET CONNECTION LIBRARY:
Use Keyword: NET SOFTWARE and go to the file description of the file you want to ask about. Click the Ask The Staff button to send e-mail to the library staff.
HELP/INFO ON FILES FROM OTHER FORUM LIBRARIES:
Go to the forum library where you found the file. Find the file description of the file you want to ask about and use the Ask The Staff button. If you cannot recall which forum you got your file from, use Keyword: FILESEARCH, and type the name of the file into the empty bar at the bottom of the form. Look for your file in the list that appears, and double click on it.
HELP/INFO ON AOL SOFTWARE:
To get your questions about AOL Software answered, use Keyword: TECHLIVE, and talk to one of the tech staff (this is a free area!). Also, you can go to the People Connection by using Keyword: CHAT and stop into one of the AOL Help Rooms and speak to a Guide.
To get the latest releases of AOL software, use Keyword: UPGRADE for a free download of AOL software.
HELP/INFO ON AOL ACCESS:
To find an access number near you, or one for where you're going, use Keyword: ACCESS.
To get help with access problems, stop by Keyword: TECHLIVE.
HELP/INFO ON AOL BILLING:
Use Keyword BILLING to:
-Modify Name/Address Information
-Modify Billing Information
-Explain Billing Terms
-Current Month's Billing Summary
-Request Detail Billing Info
-Change Your Personal Password
-Create/Delete a Screen Name
-Create/Modify Your Member Profile
-Get Answers to Billing Questions
-Cancel Your Account
HOW TO GET TIME REIMBURSED:
Use Keyword CREDIT if you have a bad download, get hung up in the system, or lose time due to a system error. Just follow the instructions to leave a message, and you'll hear back via e-mail.
HELP/INFO ON AOL'S TERMS OF SERVICE:
You can use Keyword: TOS if you need to:
-Read AOL's Terms of Service Agreement
-Learn more about Online Conduct and the "Rules Of The Road"
-Report TOS violations in all categories
-Get answers to your TOS questions
HOW TO GET HELP IN A CHAT ROOM:
If you witness a violation of TOS in a chat room, you can use Keyword: GUIDEPAGER to call a guide to the room. Also use Keyword: GUIDEPAGER if anyone asks for your password or account information such as credit card numbers. No AOL staff member will EVER ask for your password online for any reason! Help stop a thief by copying and pasting a clip of the password request into the GuidePager form. To do this, first highlight the request, including the screen name of the person doing the asking with your mouse. Click on EDIT on the menu bar and then on COPY. Put your cursor into the large field of the GuidePager form and then click on EDIT again and then on PASTE. The text will appear in the form.
