Report On Combining Distributed Computing/Telemedia Services

Prepared by Kay Klayman:  [NOTE:  Items are arranged, but not in order  of
[12/7/93]                          importance.]

                          Symbols:               
                             *  = Goals stated or endorsed with passion
                            [ ] = My comments or questions


Below is my compilation of views expressed on Nov. 18th.  I have, more or less,
created proposal groups within each category.  I have doubtless made errors; 
we can add/change/delete on Dec. 9.




                      DEPARTMENTAL GOALS

1. PRESERVE:

 * Support for all users, whatever their problems.  Help the sophisticated and   
     the novice.  Help faculty, staff, and students alike.

   Communication with students and faculty.

   Quick service whenever possible.

   On-going interaction with departments.  

   Respect of other departments.

   Teleconferencing capability.

   Voice and video adds and changes capability. 

 * Planning processes.

   Network trouble-shooting (and add network engineering).

   Keep abreast or ahead of technology.

   Computer support for Internet, Bitnet, Gopher.

 * Direct support for important services, including hardware and repair.  
     Includes VAX system management, UNIX, E-mail.

   Join telephone, computer, and television services.
        
   Telephone service -- Maintenance of system (as opposed to running the    
     switchboard)

   Managing student facilities.

   Consulting on computer purchases.  (Later, proposed as DROP)

   Community support (meaning to users outside the College).


2. RESTORE:

   local access channel (8), which would require assistance from other 
     sources.  (Later, dropping the programming aspect was proposed as a goal.)
   
   appropriate AV support for faculty.  Would require modernizing lecture 
     halls, adding large screen projectors. 


3. CHANGE/PROBLEMS

 * Improve organization of front office, primarily as related to the first 
     impression of office.  Includes office layout.

   More professional interface with the public, in the office.

   Need sufficient personnel to deal quickly with problems.

 * Redefine and confine the role of students in the organization of the
     department.  

   Don't put more responsibility on students than they can reasonably and 
     effectively handle.

   Better documentation of information.

 * Need for a central point of contact for problems.  People need to know whom 
     to call for what.  Streamline action on calls, whether requests or 
     problems.

 * Improve reliability and consistency of service.

   Organization surrounding service to all.  (= Set priorities?)

 * Chaotic activity -- too many tasks at the same time.

   Better, clearer definition of responsibility and decision-making.  
     Individual staff person needs adequate leeway to determine best way to 
     proceed in face of multiple requests/needs.  [Free rein?  Establish basic 
     priorities?]

 * Setting priorities.  Establishing what to do first.  
     [When do you do the tasks never at the top of the priorities list?]

   Sharing of information, both within the departments and with the rest of the 
     college.  Activities less isolated.

 * Internal department database--Change the way of use. 
     [Make it easier to use?  Change policies regarding structure and use?]

   Improve Teleconference Room.

   More time, more help re telephone service  
     [To use phone system more effectively?  Keep up with physical 
      installations?]

 * Increased time to assist in curriculum development.  Help faculty 
     incorporate computing technology into their classes.


4. DROP:

   Responsibility for publishing the campus telephone directory.  
     [What about "At-a-Glance" directories?]

 * Providing assistance for computer purchases.  Computer sales, from the 
     office.  [Earlier, proposed as a PRESERVE]

 *?! Meetings.

 * Looking up phone numbers for calls on problems. If someone calls, that 
     person should leave the relevant phone #.  

   "Baby-sitting" in the office -- hunting people down.  
     [Instead have staff record their whereabouts and when.  Then callers can
      be told what to expect, when to call back, etc.]

   Information channel (8):drop the programming part.  
     [other offices o people should be responsible for programming.)

   In-house repair on overhead and slide projectors.  Outsource. 

   Equipment maintenance.  [Who could perform this function?]

   Faculty computer work area in office.  Takes a lot of time without producing 
     much of instructional value.

   Computer lab operations. BUT continue to maintain classrooms.

   All "operations," as opposed to "development."  [Who could?]

   Routine tasks.  
     [Such as what?  Why?  Are these irrelevant to departmental goals?  
      Can they be better done in another way?]

 * Switchboard  [Broad agreement on this DROP suggestion.]


5. ADD:

   Technology sharing between Distributed Computing and Telemedia Services.
     An example: learn to use electronic calendar.

   One calendar for all, so people can be located or their presence readily 
     predicted.  [Referred to earlier.]

   More hardware [?].  More cross-training.  More opportunity to learn from
     others.  In-service training for these 2 departments.

 * Help Desk.  Have a single point of contact, whether in person or by
     telephone.  Have one central phone # with knowledgeable person able to
     field calls and distribute problems.

   Triage.  Specific hours for drop-ins or calls about problems.

 * Information line--Voice mail.  [What kinds of information?]

   Dial-in access:  More ports.  "Slip" server, so DOS users can get to the 
     network.

   Interactive UNIX accounts, for students' use.

 * Training of users.  [What other dept. has the ability?]

   More hours of technician assistance.

   More help, part-time or student.

 * With incorporation of media, capability for video editing, tape duplication.  
     Have an editing studio?  Already owned equipment would need refurbishing.
     Also need some new equipment.

 * Block of time to train any new staff.  Combined Distributed 
     Computing/Telemedia Services training on first arrival.

   Apple repair, if time permits.  
     [Earlier proposal to DROP all equipment repair]

   Team for grant writing.

   Curriculum development and design.



kk: 12/7/93  DistrComp/Telemdia Report