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ABSTRACTS Return Button

The abstracts for the technical papers are provided below. Which ones will you drop your line into, seeking to hook new ideas? Take a look...

Automating Windows Security: Building a Security CD
Primary author: Dan Albrich, University of Oregon

Abstract: The last two years have seen more virus and spyware activity on Windows computers than the preceding fifteen years. Blaster and Welchia wreaked havoc in the fall of 2003 because most of us had never seen a computer get infected through simple connection to the Internet. While an individual computer support person has the knowledge to disinfect a computer, the automation of that process is critical to handling thousands of users with limited support staff. Our CD method allows us to update, patch, and scan machines that are no longer able to connect to the network.
This paper and presentation will focus on the methods University of Oregon has used successfully to automate patches, updates, and scanning which leverage conventional free and site-licensed tools.

Manning the Boat with a Diverse (Non-Traditional) Crew (unable to attend due to hurricane)
Primary author: David Alexander, Pennington Biomedical Research Center

Abstract: Due to a lack of increase in departmental funding, the Pennington Biomedical Research Center departments of Computing Services and Library Services are continually looking for ways to increase efficiency and productivity without the increase of personnel and resources. A continual need for office space in the research facility was at a critical point in the year 2000. Computing Services and Library Services worked together to develop an arrangement that was beneficial to both departments: the move of the Computer Lab and Training Area to the Library Services public access area, and a change in the way technical support was offered to the community of PBRC computer users.
This collaborative project was just the beginning of a long-lasting relationship between the two departments, and has provided users with exceptional if non-traditional services from the Library and Computing Services departments. With the success of this first merger, these two departments have proceeded to undertake many other collaborative projects. Some of these projects have been completed while others are in the planning / development stages. The list of projects, past and present include:

Space Sharing
Computer Lab Support and End User Hardware Usage Training
Portal Project / Intranet Development
Maintenance of PINE Usage Reports
Wireless Implementation
Library Users Survey Development
Software Training Class Offerings
Grant Application Submission
Library Integrated Online System Development

Both areas continue to act as independent departments while finding that they are still very dependent on the other; the interactions of the two departments continue and the relationship thrives. This paper will take you through the steps that were used during the first collaborative effort between the two departments to merge the resources of the Computing Learn Lab and Training Area with the existing Library Services public access area. The paper will also discuss each of the other collaborative projects during the discovery, planning, and implementation phases.

Looking Outward: Extending Services to Departmental Labs
Primary author: David Blezard, University of New Hampshire

Abstract: At the University of New Hampshire, the centralized CIS Academic Technology division provides public Student Computing Clusters along with hands-on classrooms. Many departments also have their own computer labs or classrooms to meet their specific needs. The computers in the centralized facilities are highly reliable, secure, and standardized. The ones in the individual departments, on the other hand, vary widely. Some are well supported while others are left to the best efforts of a graduate student, the newest member of the department, or the faculty member who happens to have the office next door. As the complexity of maintaining a networked computer facility has increased, the success of such ad hoc management has often fallen short. In the Spring of 2003, our department completed a thorough analysis of what it takes us in terms of software, infrastructure, and support staff time to run a computer lab. Given this analysis we have had the confidence to actively pursue opportunities to work with departments on campus. We can provide a better environment for the users while ultimately
saving the departments' resources by leveraging our existing infrastructure, expertise, and buying power. By the Fall 2005, we will be maintaining 17 departmental labs or clusters, and our
growth is sustainable.
This presentation will examine how our system arose and issues we have faces as we have entered into service level agreements with other departments. We believe this same model will work well for other schools looking to centralize support of their computer facilities.

All in One is the way to go... Building a XP Professional Hardware Independent Image
Primary author: Thomas Bohlke, Central Connecticut State University

Abstract: Tired of maintaining multiple Windows 2000 images, the Central Connecticut State University, User Support Services team resolved to build an XP image for all supported computer hardware platforms. The focus of this "All in One" image project was development of one image for deployment to any 3 year old or newer computer, including notebooks, regardless of hardware and drivers. This "All in One" software image is used exclusively for the Faculty and Administrative staff, and was not designed for student labs. Maintaining software images for the faculty/staff computing environment was always a challenge because of the large variety computer hardware.
Technical requirements for building the Faculty image were defined as:
- Software modifications and driver additions completed with relative ease.
- Ease and speed of deployment for student technicians
- Protection of client data through out the image process.
This paper outlines advantages and lessons learned thru the CCSU specific methods of imaging faculty computers since the initial XP image project two years prior. Some of the questions and issues discussed are: "How has the process evolved up to the present?", "How is the image maintained?", "Should student workers be entrusted with image modification?", and "How were technical snafu's resolved?". The building and use of an "All in One" hardware independent image has saved time and resources for the CCSU User Support Team and this paper provides the "how to" details.

Automation is a Breeze with AutoIt
Primary author: Jason Brand, Iowa State University

Abstract: The Solution Center has created several automated programs using AutoIt that perform many of the tasks repeated each day. Saving time, reducing error, and adding ease to report options are just some of the ways the Solution Center at Iowa State University has exploited AutoIt's features.
AutoIt is a free scripting language for Microsoft Windows that simulates Windows commands, mouse movements, and mouse-clicks; sends keystrokes to applications; and works with the clipboard to cut and paste text, among other tasks. Unlike many other scripting languages, AutoIt is able to interact with programs the same way that your users do - by actually using the mouse and keyboard shortcuts.
AutoIt has allowed us to better serve our students and faculty members by reducing the amount of time it takes to complete a scripted task, removing human error, and eliminating some repetitive tasks for staff.
This session is intended for all levels of user support staff.

Conversing with Customers
Primary author: Jason Brand, Iowa State University

Abstract: In the challenging business of customer service, it can be difficult to gauge how well you and your employees are doing. Since you don't usually create a physical product, measuring the somewhat intangible results of your work can be a challenge-particularly when you provide support in other than face-to-face interactions. The bottom line is often how happy or satisfied your customers are.
To assist in measuring customer satisfaction, we developed a real-time survey that is sent to each person who contacts the Solution Center at Iowa State University. Each customer then gets an opportunity to rate us on how we did and whether we were able to help them. In addition, the customer can ask that a manager contact them to follow up on the situation.
This effort to reach out creates a channel of communication that lets the customer know we care about their experience and the quality of help they receive. Additionally, it also allows us to see where there are opportunities to improve our processes and helps us to assess potential problem areas.
The real-time survey has been beneficial in the development of our student employees as future IT support professionals. The survey yields real-life responses to employees' performance in an environment where they can learn from their experience.
This session is intended for all levels of user support staff.

CARPE DIEM: Seizing The Day and Reaping the Benefit of Student Involvement in Tools Development
Primary author: Melody Childs, Indiana University

Abstract: Employing students in your I.T. organization presents many management challenges, but offers at least as many opportunities as well, not the least of which are the daily opportunities we have to promote the core academic values of our institution: collegiality, creativity, intellectual and social engagement, innovation, and mutual respect.
At Indiana University's Residential I.T. Services, we employ approximately 60 students each year to support technology in campus housing and in the residential technology centers. However, our management challenges, far from being unique to ResNet, cross organizational boundaries: how to train on limited budgets, how to instill good customer service skills and values; communication across a wide range of geographical locations, and cultural identities; scheduling shifts against an ever-changing backdrop of student availability, and last but not least, how to report, track, and conclude trouble tickets.
In our program we "seized" the opportunity to let our students participate in the design and development of many of our organizational and business tools and processes. We will illustrate both the automated and dynamic tools we use for problem reporting, shift scheduling, skills development, knowledge management, communications, and team building, as well as reflect upon the bounty of good that can come from facilitating and leveraging student involvement in tools development and business processes.

Network-Based Home Directories Using Apple OS X Server
Primary author: Andre Chinn, University of Oregon School of Journalism & Communication

Abstract: Computing Lab managers face unique challenges when providing an easily maintainable and secure yet customizable work environment for students across multiple computers and computer labs, especially in media rich environments. An examination of the implementation of network home directories and user environment controls at University of Oregon School of Journalism & Communication highlights the practical system requirements, the difficulties and the advantages of this and similar user environments.
The purpose of this paper is to explore the practical system requirements as well as the risks and successes of implementing such a system, specifically focusing on the networking and server infrastructure required to support network home directories, client and server configuration and system topology. The paper also analyzes the hardware requirements, pitfalls and advantages of implementing network based home directories using Apple OS X server.

The Department Apprentice Program: Providing Support on a Decentralized Campus
Primary author: Patrick Chinn, University of Oregon

Abstract: At universities and colleges with decentralized IT support, small departments rarely have local staff to solve technology problems. Large departments at these institutions often provide their own IT staff. This system often creates an uneven computing environment by placing smaller departments at a technological disadvantage.
The University of Oregon's Microcomputer Services group has created the Department Apprentice Program to provide in-person support for small departments. The program helps to provide a base level of computer support required by these departments to operate effectively. The program employs students to provide this support, creating real-world training and growth opportunities for student staff.
This paper explores the structure of the Department Apprentice Program, describes its rules and limitations and discusses the challenges of operating such a program.

Developing a Synchronous Web Seminar Application for Online Learning
Primary author: Michael Ciocco, Rowan University

Abstract: Many higher education institutions are searching for cost effective tools for the delivery of a feature rich, synchronous online learning environment. While there are several commercially viable web conferencing products available to enhance the online education experience, they tend to be cost prohibitive and are constrained by software and network limitations. Some universities have invested heavily in products such as iLinc, Centra, and Horizon Wimba, but many academic institutions that would benefit from these products simply cannot afford them.
Rowan University is currently developing a synchronous, online web conferencing application that delivers all the features of similar commercial products without the exorbitant price tag. The Rowan Virtual Meeting (RVM) System is built on Macromedia Flash Communication Server technology; a programming platform that is operating system independent, requires very little overhead to run, and has a one-time cost associated with it that is nominal compared to the cost of the available commercial web conferencing products. Using the RVM system requires no more than a computer that has Macromedia Flash Player installed and an Internet connection. Both students and faculty can participate in a synchronous, media driven online experience using audio, video, slide shows, white boards, application sharing, and more. Rowan is currently beta testing the RVM application both on and off campus.
This paper will discuss the development, implementation, and the future direction of the Rowan Virtual Meeting system, and how it will be used synergistically with asynchronous applications such as WebCT and Blackboard to provide a more interactive online experience for students.

Customer-facing Communication
Primary author: Alison Cruess, University of North Florida

Abstract: Delivering customer-facing support begins with good communication. Communicating technology information such as scheduled maintenance, current outages, software updates notifications, rollouts, changes to systems, etc. to students, faculty, and staff is a challenge to University IT departments. Providing first-class customer-facing communication consists of being "on message", using customer-friendly word-smithing, providing consistent content, and creating a variety of communication venues.
Information Technology Services (ITS) at the University of North Florida appointed a Communications Coordinator to facilitate their client service efforts. This person drafts and proofs IT communication sent to the campus community, maintains the IT web pages, coordinates departmental presentations for new employee orientations, and updates IT entries in University catalogs and handbooks.
There efforts have provided the University community with consistent, clear, and reliable information that is obtainable from a variety of venues. Users receive prior notice of scheduled maintenance written for the non-technical. The ITS web page was redesigned so constituencies can locate information tailored to them. It includes a highly visible network and systems status bar that identifies current outages and upcoming maintenance. ITS created telephone distribution groups using the phone system's software, which enables the communication of a voice message in the event network services are not available. Their customer-facing communication efforts have lead to improved satisfaction with clients and other technical staff.

Developing eLearning Help Desk Support
Primary author: David Davenport, University of Wisconsin Madison

Abstract: In this paper, we will examine the development and implementation of providing technical and pedagogical support for the Wisconsin University (UW) system--wide Course Management System, utilizing a centrally located Help Desk that is staffed primarily by a student workforce.

The requirements and delivery of support have shifted in recent years, and some services require a faster turnaround for problem resolution. This paper will also -examine the obstacles and challenges that became apparent to us when we designed a new on-demand support model. This model is driven by the needs of the course instructors/designers, who often require support in real time.
This discussion demonstrates:
- How the Help Desk provides system-wide technical support
- The benefits of engaging students as part of the support team
- How to separate technical and pedagogical Issues
- How a knowledge base is utilized for quick and consistent solutions
- The benefits of designing a support work-flow for quick problem routing.

Automation & Delegation to Reduce Lab Management Workload
Primary author: Daniel Delgado, University of Florida

Abstract: Ten years ago, the University of Florida employed over 80 students and four full-time staff members to run the public computer labs. Those 80+ students managed five lab locations containing seven classrooms and 400+ computers. Today there are still over 60 student employees but only a single full-time staff member to run the same number of facilities and classrooms. Software solutions and work procedures have been developed to continue to allow the same quality of service with increased lab hours and reduced staffing.
The software solutions that have been developed started as simple schedule management through a UNIX-based, student-developed system. Today the Signin system manages time sheets, schedules, e-mail and phone list, login location and scheduling reports. Custom chat software makes it easier to interact with supervisors and co-workers and a headcount system is online and automated instead of on paper. Future improvements include changing the method of problem reporting and putting the employee database online.
Procedurally we still need as much supervising today as we needed in the past. To make up for the lack of full-time staff we now have a crew of 5-8 student supervisors. The student supervisors are each assigned to various tasks as well as keeping an eye on the students in the labs. They cover training new employees, scheduling the classes into the classrooms, updating the employee schedules and many other tasks.

Going Beyond the Call of Duty: The Implementation and Support of OMNI
Primary author: Tanya Dunlap, Florida State University

Abstract: As a result of revisions by the Florida State Legislature to Florida's Educational Code, the Florida Universities Consortium was formed to create an Enterprise Resource Planning (ERP) solution for each university's information technology needs.
Florida State University implemented the ERP solution from Peoplesoft© for financial and human resources applications. This solution was developed to meet financial, human resource and administrative needs for 40,000 faculty, staff and students of FSU. ERP project requested services from User Services and Administrative Information Services. US provided telephone and on-site support to assist the deployment of OMNI to university staff and faculty. AIS also provided authentication and security for applications.
The objectives of this paper are to detail how US worked in collaboration to:
- Switch and deploy a customizable ticketing application that will provide remote accessibility to ERP, AIS and US.
- Provide customer self-service tools for problem resolution and/or report technical issues.
- Develop and utilize new authentication services provided by AIS to help increase support services to the students, employees, and affiliates of FSU and provide tools to support OMNI.

Leveraging Student Owned Laptops on Campus
Primary author: Janice El-Bayoumi, University of New Brunswick

Abstract: I can't connect to the network. Can you help me?
In 2003, the Help Desk at Integrated Technology Services (ITS) began receiving an increasing number of requests from students for laptop services and support. After surveying Canadian universities to see how they handled the issue (almost all recommended we stay out of the student laptop support business), we decided to move forward with a pilot project. The mandate of the pilot was to implement what services we could, within our budget, to encourage the use of student laptops on campus. This project supplemented, but did not replace, the existing support provided within the Residence system [4]. It also looked at ways to encourage students to use their own laptops instead of the lab computers funded by UNB. Funding for the pilot was obtained from the University's Student Technology Fee[5]. The funding covered the cost of a Computer Science Co-op student for each term of the year long project. These students, under the guidance of a full-time staff member, did research, developed a web site, made recommendations for the pilot project and provided the actual end user support.
The resulting new and changed services included:
- A strong educational component
- Regular laptop support hours at the ITS Help Desk and at the UNB Library located across campus.
- Assisting students to configure their computers to use both wireless and standard Ethernet cards.
- Assisting students with security issues (operating system patching, virus protection and removal).
- Laptop registration service for our residence network that did preliminary checking of laptops for patches and virus prior to the laptop being allowed on the network.
- A web-based paid printing service that could be accessed from personal laptops .
- Laptop connection stations within computer labs.
- Student laptop support web site

The Wireless Tightrope: An Economical, Secure, and User Friendly Approach for the Wireless Campus
Primary author: Douglas Ennis, Ringling School of Art and Design

Abstract: Integrating a new medium for reading emails, accessing the Internet, and student data wirelessly in our existing campus environment seemed to be an insurmountable endeavor. The criteria for accomplishing this feat included the following three key elements; let's do it cheap, let's make it secure, and let's make it easy to use for students and staff of all skill levels. The ultimate goal was to achieve this balance, while covering; 7 "Hot Spots", 74 buildings, and 61 classrooms which encompasses all 34 sq acres of our campus. Another goal of our wireless initiative was to make it useable for PC, MAC, and Linux clients. For a school of our size (1000+ students) we would have to proceed diligently.
This is where the tightrope appears, how are we able to protect our students and staff, while offering a system that is easy and affordable. Most "CLOSED" wireless networks require special hardware (smartcards, or specifics NIC's) or 3rd party software installed on the client. Most "OPEN" wireless networks run on insecure protocols such as WEP.
This paper will detail our traversal of this tightrope, and how we achieve this fine balance of security, usability, and cost effectiveness. We will outline the survey, authentication, roaming, security, cryptography, back-end services, and the myriad of hardware choices for access-points. The goal of this paper is to tell our story of the good, bad, and ugly of the wireless tightrope.

Building an IT Help Desk-From Zero to Hero
Primary author: Kristi Evans, Webster University

Abstract: This paper is intended for Help Desk managers who want to learn how to expand their Help Desk with out outpacing themselves and also for institutions that may be just starting out with centralized support or are thinking of opening a help desk.
We will explain in detail how from Winter of 2003 to Summer of 2005 that Webster University went from having no Help Desk to having one that services over 40,000 people, provides international support and is primarily staffed by students.
Our two major focuses will be how we have succeeded with a staff consisting of 90% student workers and also on how we were able to resolve territory conflicts that go along with support centralization.
The evolution of centralized service, its pitfalls and successes, will be detailed using examples of our relationships with other support departments within the University system, including how we addressed territoriality, knowledge hoarding and being a new department in an already established IT infrastructure.
We will look at how student workers give Webster University Help Desk its unique blend of personalized service with competent technical support. Also, the challenges we faced, both internally and externally with students in regards to staffing, consistency of support, training and responsibility management.
In conclusion we will look at where the Webster University Help Desk is moving in the future; remote support via LANDesk, 24x7 support and resident student computing support.

Combining Audio/Visual and Computing Support at the University of Rochester
Primary author: Mathew Felthousen, University of Rochester

Abstract: In July of 1999, Academic Technology Services was given a mandate to undertake class-related technology support for faculty in approximately 80 traditional classrooms. Previously this service had been provided by a group responsible for campus audio-video. This resulted from faculty making greater use of electronic resources, and finding that there was a disconnect between their curricular development and the capabilities of the existing classroom audio/visual support group. When Academic Technology Services began supporting classroom technology, it inherited classrooms which were under-equipped, a minimal inventory of outdated portable equipment, and a budget that was less than requested.
In order to maximize the number of rooms that could be improved at one time, low-cost solutions initially had to be chosen to solve problems such as the ability to have multiple audio and video devices share the sound system and projector. At the same time, upgrades to rooms were designed to be modular whenever possible such that a minimum of money would be wasted on stop-gap solutions. In order to address the technical deficiencies of the Classroom Technology group, and also as a reflection of the lessening distinction between computer classrooms and a normal tech-enhanced classroom, the Audio/Visual group and the group responsible for supporting and maintaining computing labs were merged in 2002. This allowed for in-house cross-training to take place, and also allowed for vastly improved support of laptops in the classroom setting. Today there are over a dozen high-technology classrooms with a common touch panel interface, all implemented in-house.

Storm Stories: Surviving an Upgrade to WebCT Vista
Primary author: Kathryn Fletcher, West Virginia University

Abstract: West Virginia University recently upgraded from WebCT Campus Edition 3.8 to WebCT Vista 3.0, hosting multiple regional campuses on the same server. WVU went live with hosting four institutions on a single instance of WebCT Vista in January 2005, with the main campus integrated with its SCT Banner student information system. This enterprise-level software upgrade required a significant investment of resources and contributed to a reorganization of our instructional systems support staff. I will share what worked well for us and what to be careful about. Some components of our support model could be applied to other large-scale software implementation projects.

Casting Technology Nets in the Often Uncharted Waters of Adaptive Technology
Primary author: Jeanette Gauthier, University of Texas at San Antonio

Abstract: In the ever-evolving world of technology, as we make changes and implementations, we often overlook the disabled minority in our society. We here at the University of Texas at San Antonio strive to meet the needs of ALL students to include those with disabilities, in order to assist them in achieving their academic endeavors.
Our paper provides a greater understanding of the legal responsibilities we have to the disabled student as well as, shares our approach to providing outstanding customer service to students with disabilities. This paper addresses providing face-to-face assistance to students and meeting the needs of the larger population by solving World Wide Web accessibility issues. We take an in depth look at Adaptive Technology to include information regarding hardware and software currently utilized by our University, along with the varying degrees and types of disabilities each one accommodates.
Many people have a tendency to tip toe around the disabled making them feel different or even discriminated against. This paper therefore addresses the training of Computer Lab staff in working with the disabled. It is not only important to know the hardware and the software, but also the proper way to deliver the assistance.

An Augmented Campus Design for Context-aware Service Provision
Primary author: Alessandro Genco, DINFO - Universita di Palermo

Abstract: This paper deals with the design of a multi-modal system for pervasive context-aware service provision and human-environment interaction in augmented environments by the use of Personal Digital Assistants (PDAs) or SmartPhones. The system enables mobile devices and remote displays to perform as interaction devices with pervasive applications which run on a dynamically composed server network. Visual interaction for service setup and provision are driven by appropriate graphical interfaces and XML-based protocols, which are dynamically composed according to the type of service and to the user current position by means of a mobile agent-based framework. The paper discusses both protocols, hardware and software system components. The first part of the document gives a general description of the system, which is managed by an entity-driven organization in augmented reality.
The mobile and reference devices of the system framework are then discussed, along with the mobile agent software which is used to manage connections among them and with system entities. The paper also gives some details about the ad-hoc protocols for entity interaction. Next, a case study is discussed dealing with service provision in a campus augmented environment which has been arranged according to service requirements. Finally the paper discusses some user experiences while using trial services.

The Critical Elements of Patch Management (unable to attend due to hurricane)
Primary author: Thomas Gerace, Tulane University

Abstract: Only a few years ago, the term "patch management" was not in the general vocabulary of even the most advanced information technology staff. Today, "patch management" is not only in the general vernacular of most IT staff, but it is also one of the more essential responsibilities of IT departments. Security threats stemming from the exploitation of vulnerabilities in software products pose an important problem to corporations, governmental agencies, educational institutions, banking, and many other entities. We can decrease the possibility of security threats by systematically applying patches to software products for which vulnerabilities have been identified.
The patch management process is important to all aspects of an institution. The success of the patch management process depends on several critical elements, including senior executive support, identification of vulnerabilities, reporting, testing, and more. All of these elements contribute to the success of an organization's patch management process.
This paper discusses the results of a survey of IT professionals which sought to determine the importance of these critical elements in the patch management process. The results of the survey provide insight into how organizations view these elements.

Training: Tackling the Task of Reeling Them In
Primary author: James Greathouse, Saint Louis University

Abstract: IT Training and Communications is a division of Information Technology Services of Saint Louis University . In response to university-wide adoption of a new education portal called Luminus, developed by the Society for Technical Communication (SCT), we were asked to provide training to the entire faculty and staff population. This training challenge may be an easy task for a training department with dozens of instructors, but we were a department of two people. What a task to tackle!
Where do you begin when the whole University is learning a new administrative system that incorporates email, calendar, news and information? Communication! We met with project leaders and portal developers to discuss the role our department could and would play in the rollout of this new essential communication portal. These discussions led to several questions that quickly came to the table.
We were able to write training manuals by our own testing of the portal and by using documentation from the vendor. While the vendor's information was technically correct, we felt there was a strong need for a common-language approach, along with addition of various screen shots to define more difficult steps. We also felt it was important to "brand" the portal to reflect the look and feel of Saint Louis University rather than the generic look of the vendor.
This paper will discuss the challenges of working with multiple stakeholders of a large project, narrowing our scope of service, and enlisting assistance from other departments to ensure a successful launch of a new university-wide portal.

Printing In Today's Academic Labs - Not Exactly What Gutenberg Had In Mind
Primary author: Scott Hanselman, Ringling School of Art and Design

Abstract: At the Ringling School of Art and Design, we have watched printing costs spiral out of control and beyond budgetary models. Yearly expenditures for both printer consumables and the labor required to maintain our printers has been substantial. With approximately 25 black and white and 11 color network laser printers in our academic labs, we required a user friendly, flexible, and stable method of print accounting.
Over the past two semesters we examined and tested many print accounting solutions. Our first iteration of testing used a Macintosh OS X Server and subsequent tests included various Open Source alternatives. We ultimately deployed an off-the-shelf solution called Print Manager Plus installed on a Windows 2000 server with minor modifications to the reporting feature. Advantages of this solution include, but are not limited to, straightforward incorporation of our Active Directory Domain users and groups, maintaining a level of transparency to the users, and multi-platform support.
Our quota system is based on academic year and major and all students are given a number of free prints based on these criteria. Students may also purchase additional prints via a web interface if necessary.
Print Manager Plus was not our first choice, or even our second, but proved to be the best choice overall. Our paper will share our mistakes as well as our successes and will hopefully help our peers control their rising printing costs.

A New Collaborative Software package: deployment at Stanford
Primary author: Alan Hebert, Stanford University Libraries

Abstract: A team of research graduate students at Stanford lead by Stanford Professor Armando Fox developed a windows-based collaborative software product during 2003-2004. The Academic Computing Department of Stanford University Libraries deployed a client and server pair running this software in our 24-hour accessible lounge in Meyer Library. The software allows multiple users to simultaneously work on a number of documents, cut and paste from various sources into the central document of interest, and simultaneously distribute copies to all the Team members who are logged on. The client software is Windows 2000, XP and Mac OS X compatible.
We will demonstrate the use of the commercial version of this collaborative software, now known as Teamspot, and present the result of user interaction studies. Examples of multi-user interaction, cut and paste, "filewarp" and other features will be demonstrated. Discussion of ongoing student use of the physical space and the product will be presented.

Detecting Intruders on Campus: Might the Threat Be Coming from Within?
Primary author: Rich Henders and William Opdyke, North Central College

Abstract: Snort has become a popular and widely installed Intrusion Detection Systems (IDS). It functions as a network packet sniffer which, based on comparisons of packet contents with known virus signatures encapsulated as rules, can initiate action and record events and information related to them in a log file and/or database. Because Snort inspects all packets on a network, large amounts of data can be produced, especially until an administrator can tune the rules sets, contained in 52 separate files, to the needs of the installation. This process can lead to a large number of false alerts, which may cause real alerts to be overlooked and the viability of the tool to be questioned.
During a session of a graduate level networking class, a member of the North Central College Information Technology Services presented a brief overview of Snort, which he had installed at an entry point to the NCC network. He indicated that he had received approval to install it on the college's internal network to monitor internal traffic to determine the extent of internal threats and offered students the opportunity to work with him on the implementation.
This paper summarizes efforts implementing Snort on a college's internal network, with emphasis on access to data logged to a MySql database and presentation of that data through Perl scripts. Output of scripts and code snippets supporting the output are also presented as basis for future efforts.

NAS: The NAIST user Authorization management System for network accesses in consideration of system administration volunteers
Primary author: Motohiro Ichikawa, Graduate School of Information Science, Nara Institute of Science and Technology

Abstract: The NAIST user Authorization management System for network accesses (NAS) was designed and developed as a campus-network management system for administrators who are not information and communications technology (ICT) experts.
The system has been successfully operated in the dormitory network by student residents since November 2002, in the staff accommodation network by residents since June 2003, and as the component of the guest house network management system by office helpers since June 2004.
Generally in Japan, administration of the system operates by volunteered instructors and students for various reasons, which includes inadequate budget allocation and human resource constraints for the system maintenance.
Designing a system for the system administration volunteers is not easy because of their wide-ranging technical levels and unstable joining period.
In our development, we defined the following minimum requirements for the system design:
1. The system does not require a full understanding of the management logic for daily operation.
2. No special operations are required even after the base operating system is updated (i.e., application of security patches).
3. The control logic can be modified easily by the administrators when the network administration policy changes.
4. The system can be operated in an open-source UNIX-like environment.
In this paper, we describe the development and deployment of our system in the campus and clarify the advantages and disadvantages of the system.
We also discuss various issues in actual system operation at the dormitory network by student residents, e.g., what happened to this network in the two years operation.

Developing a Comprehensive Communication Strategy to Meet the Needs of Various Stakeholder Groups
Primary author: Kenneth Janz, Indiana State University

Abstract: Instructional and Research Technology Services (IRTS) at Indiana State University, through input from various stakeholder groups, has developed a comprehensive communication strategy for the Office of Information Technology (OIT). This plan covers communications to internal OIT staff, Indiana State staff, faculty, and students, as well as the general public. This plan created mechanisms to market OIT services, publicize OIT accomplishments, support other OIT units in their documentation of operational services, and to support the CIO's goal of enhancing customer service. In working on this strategy IRTS has been identifying and implementing best practices for communicating to its campus constituencies.
The plan was based around three communications and marketing channels (print, electronic, and events/presentations). During the first year of the plan IRTS has created and distributed:
The ISU Technology Profile - The information for this document was collected from various units across campus. It details, in charts and graphs, the resources, personnel, and outputs from OIT.
Technology @ Indiana State: Faculty/Staff and Student Guides - These guides provide basic, yet useful, information to help the university community to use the tremendous technology resources available at Indiana State.
Sycamore.Net Newsletter - This bi-monthly newsletter was created to enhance communication across campus by informing the campus of technology-related activities and providing information to augment users' technology experience.
Technology Infomercials - Short, 30-second to 3-minute, videos highlighting information technology services on campus.
Other Communication Vehicles - Brochures, ads in the campus student newspaper, updated OIT website, scholarly publication centered on faculty use of technology, creation of a campus wide message board system, documentation of new initiatives, and monthly meetings with the local media to publicize new project and initiatives.

Students, Heal Thyself
Primary author: Carol Jarom, University of Delaware

Abstract: During the fall semester of 2004, the User Services department at the University of Delaware serviced over 2000 student machines that were either flagged for virus/copyright violations or were brought in voluntarily. This was becoming a full-time job for the staff who were cleaning these machines. Needless to say, we all still had our previous responsibilities to fulfill. The stress of seeing a never-ending appointment schedule of machines and a mountain of student computers in our offices prompted management to reevaluate our process. It was apparent that students, in general, were making no effort to comply with our instructions and warnings to protect their systems.
We decided it was time for a change! How do you make students listen? Obviously losing their connection for two to three weeks while they waited for an appointment to get their computer "fixed" was not a strong enough incentive. Nor were our efforts to get them to read and follow recommendations to protect their machines working. Management decided it was time to start charging students for our services. This took effect the beginning of our spring semester of 2005. To support this new initiative, we consolidated and enhanced all our online documentation under one security page that students could easily follow based on their operating system and specific needs.
Early results show a dramatic decrease in the number of students bringing their machines to us. Instead, students are finally making an effort to understand and follow our recommendations. Our poster will show the step-by-step instructions and supporting documentation we developed to support our self-help initiative.

Going from 0 to 60 in 20 Years: Transitioning a Help Desk into a Multi-Function Support Center
Primary author: Kathy Kirchner, University of Houston-Clear Lake

Abstract: My paper will focus on the transition of our Help Desk that began as a small User Services Support Desk with almost no budget, no upper management support, and an inexperienced staff of student workers. It was resurrected into a Help Desk of full-time staff "volunteers" who devoted their time to work the desk to support faculty and staff and the occasional student. As volunteerism began to wane, our Help Desk was staffed with truly a dedicated support staff and became the first point of contact for the majority of computing problems for faculty and staff.
The Help Desk staff, although small, became a mighty group of two. The knowledgeable and reliable full-time staff remained constant for many years. As it began to struggle to meet the growing needs of its customers, which now included more students seeking help, it caught the attention of upper management. A departmental re-organization spun that small, but reliable Help Desk into a fully-staffed, multi-purpose Support Center that merged three different departmental components.
The Support Center now struggles to merge the staffs that were comfortable in their own little niche of computing support into a group that "does it all". Their loyal customers now struggle to break old habits and not count on their usual support staff to resolve all their support issues. They must learn to give whoever answers the phone the opportunity to assist them.

Using Thin Client Technology to Reduce Complexity and Cost
Primary author: Simon Kissler, Valparaiso University

Abstract: The number and complexity of workstations in campus environments requires new approaches to efficient use of computing resources. The constant barrage of spyware, adware, and viri that can consume seemingly endless amounts of staff time aggravates this. Further the demand for ever increasing amounts of stations in a wide variety of locations to make access more convenient for our customers delivers an additional draining point. Creative use of thin client technology can decrease both management complexity and IT staff time. We will show in various examples how we used thin clients in very different scenarios to provide a high level of customer satisfaction and decreased support strain for IT staff.

Imaging, Security, Configuration, and Maintenance for the Masses
Primary author: Brandon Koeller, University of Washington

Abstract: University of Washington Educational Partnerships and Learning Technology (EPLT) maintains and supports a fleet of approximately 1,000 general-access student computing workstations across the University of Washington campus. Our services include a broad range of software offerings, multimedia creation capabilities, research support, teaching support, and full featured in-person consulting. The distributed placement of the workstations in a variety of environments, and the very high traffic they see presents some very unique technical problems and support issues that EPLT has solved and worked into a very robust environment. We have a firm commitment to keeping the workstations as unrestricted as possible, to presenting a consistent, sensible interface to clients, to a fast turnaround between clients (as little as eight seconds in some locations) and to high availability. Using Windows Active Directory, Windows Software Update Services, Faronics Deep Freeze, Symantec Ghost, and a small set of custom backend configurations and scripts, we have managed to provide a consistent, robust, full featured computing experience that presently serves up to 60,000 clients per week

Developing an E-Learning System Which Enhances Students' Academic Motivation
Primary author: Hidekatsu Koike, Sapporo Gakuin University

Abstract: In large classes, teachers find it difficult to care about the personality and ability of individual students. One of the ways to grasp the learning state of students is to conduct a number of short tests during every class. If a system can automatically give the appropriate instructions and teaching materials to individual students based on the test results of each student, students in the large classes will be able to obtain the same advantages as those that can be obtained in tutorial classes. We have developed automatic marking systems and have been able to conduct a number of short tests. In this paper, we discuss the development of an integrated e-learning system for realizing large classes that enhance students' academic motivation by recognizing each student's state of learning.

Stemming the Tide: Laptop Support without a Mandate
Primary author: Adam Krob, Tulane University

Abstract: This paper shares the evolution of the laptop support organization at Tulane University, a school that does not have a laptop mandate. The absence of a mandate has forced us to be creative in managing the demands for laptop support. We will review the history of our laptop support structure and discuss the changes implemented in response to increasing security threats to laptops, beginning with the emergence of the Blaster worm.
First, we will discuss the physical layout of our laptop station and how we have managed demand with this layout. Second, we will discuss the changing tools that we have employed as the demand and the complexities of the problems we face have increased. Finally, we will describe the policies and procedures we have put in place. We will share our policies, procedures, checklists, training regimens, and evaluate our success.

Mapping the Changing Technological Landscape: The University of Washington's 2005 Faculty and Student Surveys on Educational Technology
Primary author: Cara Lane, University of Washington

Abstract: In this paper, we discuss key findings from the University of Washington's 2005 faculty and student surveys on educational technology. Positioning data from the current surveys against personal accounts gathered during focus groups and results from a previous study allows us to begin mapping the complex interactions that shape campus technology use. We offer an in-depth look at the availability of educational technologies and analyze when and how issues of access impact teaching and learning.

Creative Action Teams - Innovative Opportunities for Team Work
Primary author: Lynda LaRoche, DePauw University

Abstract: DePauw University is a selective, liberal arts institution with 2,350 undergraduate residential students located in Greencastle, Indiana. In the fall of 2004, top managers in the Library and Information Services department came up with the idea of forming Creative Action Teams to address issues and concerns they saw within the department. The Creative Action Team program was to fulfill two major objectives for the department. The first objective was to build continuous communication and collaboration between the individual departments within Library and Information Services. The second objective was to give dynamic teams a chance to create and implement a systematic process in order to reach a desired goal.
The following topics will be discussed in this paper:
1. Upper management's development of the process for each Creative Action Team to follow - a process that would be clear enough to guide the teams in the right direction, yet loose enough to encourage the creative energies of the individual team members.
2. The impact participation on the Creative Action Teams has had on staff members from a variety of backgrounds, experiences and responsibilities.
3. Issues team members faced during their participation on the teams.
4. Management's response to the recommendations developed by the teams, including suggestions that have been implemented.
5. Future plans or next steps in the program.
Although it is too early to be able to provide a bottom-line evaluation of the program, we will offer formative feedback and convey our thoughts as to whether this first round of the Creative Action Team program is viewed as a success or failure.

A Case Study: Implementing Novell Identity Management at Drew University
Primary author: E. Axel Larsson, Drew University

Abstract: Starting in 2003, Drew University began a process to replace its manual account management procedures with an automated provisioning system based upon Novell technologies. Over the past two years, the scope of this project has expanded beyond managing network accounts, to include providing identity and data integration services for a wide variety of third-party and home-grown applications encompassing everything from our campus ID card system to an admitted students' portal.
This paper will present a case-study in Drew's implementation of Novell identity management solutions for meta-directories, provisioning, and single-sign-on. Attendees will see realistic examples of the integration challenges we faced and how we solved them.
Among the challenges faced in the implementation of this solution was integration with Drew's twenty year old legacy administrative system. This paper will show how we have been able to overcome the technical and non-technical challenges associated with legacy system integration. We will also show how we were able to replace the numerous ad-hoc connections that had been made between this system and other applications over its lifespan with a single bridge to the identity management system, thereby reducing costs, allowing us to support more applications, and increasing the longevity and usefulness of the legacy administrative system and the information contained within it.
Many institutions are currently facing the challenges associated with implementing identity management solutions. Technical managers who are interested in seeing how this technology can be applied to build a powerful infrastructure for supporting a wide variety of applications should read this paper.

Sharing Knowledge with Peers - Return on Your Investment (unable to attend due to hurricane)
Primary author: Claire Lassalle, Pennington Biomedical Research Center

Abstract: Budget constraints are a major obstacle in every university computing organization. Management of these organizations persistently tries to maximize resources that are continuously being exhausted. Pennington Biomedical Research Center, part of the Louisiana State University System, realizes these constraints each year. While efficiency has led the way as a core part of Computing Service's mission, procedures were devised to tackle the limited resources dilemma. A knowledge transfer procedure was created and has proven to help aid efficiency efforts, while maximizing resources at the same time.
Pennington Biomedical Computing Services Department has different ranges of expertise that is distributed to the full-time analyst. These levels of expertise are involved with technologies such as Cisco, Windows Server, and Novell Netware. Since the full-time analysts are required to be potential backup in expertise for one another, training plays a crucial role. As training funds are limited, a process to encompass training involving all levels of expertise was necessary. Knowledge transfers became a viable solution to maximize these training efforts. Knowledge transfers are the sharing of knowledge that involves a trained employee to play an instructor role in training the rest of the analysts. As training is conducted with one employee through outside training resources, that employee is required to transfer the new found knowledge to the rest of the staff in the form of an informal training presentation.
How would you like to spend $2,000 for a 5-day training class for one full-time analyst and get a return on your investment of 2, 3, or possibly 4 times that amount? This paper will give details on how to stretch training dollars, get training for your employees, and still have the Help Desk staffed each day to meet end user needs.

The Evolution of Software Distribution: Where Did We Come From and Where Are We Heading?
Primary author: Michael Lazenka, University of Pennsylvania

Abstract: With the installation of Ethernet into dormitories in the early to mid 1990s, The University of Pennsylvania was suddenly faced with the daunting task of helping 7,000 students connect to its network, and install software that would help them get the most out of the Internet.
Over time, consolidation of network interface hardware coupled with advancements in operating systems and software have helped Penn's End-User Software Interface (EUSI) evolve from a boot disk containing DOS NIC drivers, a minimal TCP/IP implementation, and a few key applications such as Telnet and FTP, into the PennConnect CD. In its current state, the PennConnect CD is a sophisticated software installation CD that employs an intelligent interface to guide users through specific tasks. Students install software and learn about computing in a way that is specific to student life at Penn, while faculty and staff are sent down paths relevant to their needs. These various routes are determined by data collected via the CD's interface.
With the academic computing landscape changing at an ever-increasing rate, with high-speed internet connections becoming nearly ubiquitous, with security vulnerabilities mandating more frequent upgrades to supported software, and with customers demanding the most current information on a 24 x 7 x 365 basis, is the relatively static software CD destined for extinction? This presentation will chart the history of software distribution at Penn and hopes to spur discussion about how some of the current realities of academic computing are shaping the plans for future methods of software distribution.

Oh No! They Want Me To Support Students' Computers . . .?
Primary author: Susan Lees, Simmons College

Abstract: At the start of the academic year in 2003, students with virus-ridden computers inundated the Simmons College Help Desk. They dropped off their machines, making it difficult for the Help Desk team to determine priorities. Technicians were virtually unable to serve faculty and staff, despite an unwritten policy that students were only provided phone support. In addition, students whose residence hall room network ports had been turned off, whether for compromising the network or for a file sharing violation, became confused, frustrated, and often irritated about what had happened and what to do. In the absence of written policies, student expectations were that the Help Desk was there exclusively to serve their needs. The solution: Self-Help Clinics, and written guidelines establishing what support is available to students.
This paper describes the issues and events that led Technology at Simmons College to devise the clinics, and how the clinics have grown and changed since their inception in January 2004. It also describes the process of establishing written guidelines for support, and the ongoing challenges we face in providing limited support to students.

Creating a Culture of Technical Caution: Addressing the Issues of Security, Privacy Protection and the Ethical Use of Technology
Primary author: Judith Lewandowski, Indiana University---South Bend

Abstract: With the rush to integrate technology throughout the education at all levels, information security skills are taking on ever greater importance especially in novice or new users of technology. Faculty, university staff, and students need an understanding of such issues as the protection of data, programs, and information stored on disks, networks, hard drives, etc., as well as the issues of privacy, ethics, and copyright protection. Based upon the recommendations of the National Infrastructure Protection Center, this article will provide you with a set of proactive, foundational strategies to develop information security awareness in both your colleagues and your students.
As our K-12 schools and universities become increasingly dependent upon technology, it is critical for faculty, administrators, and students to increase their awareness of the role, impact, and importance of information assurance and security. Information Security refers to the protection of data, programs, and information stored on disks, networks, hard drives, etc. and includes within itself the issues of privacy, ethics, and loss prevention (Spafford, 2001.) Information Assurance refers to the building of "safe and reliable information systems that are able to weather untoward events no matter what the cause-whether natural disaster or caused by a malicious individual" (Spafford, 2001, p.2.) This definition incorporates basic security elements along with issues of privacy, ethics, malicious software, authentication technologies, and computer forensics as a means to address the broad range of components that make up the information assurance. For this article, the term "information security" will be used for purposes of simplification. However, it is important to note the underscoring broad range of topics embedded within the critical task of developing a learning environment that is focused upon information assurance.

Universal Imaging: Revolutionizing Desktop Support
Primary author: Steve Lewis, Lehigh University

Abstract: Lehigh University has recently implemented a new PC deployment model which is built around the Universal Imaging Utility, a product of Binary Research International. This model has allowed Lehigh to provide a consistent configuration on all desktops while reducing computer setup time significantly. The increased efficiency not only benefits the Lehigh IT staff, but also reduces downtime for end-users.
The Universal Imaging Utility allows Lehigh to create a single image that can be deployed to any PC regardless of make, model, or configuration. Not only has Lehigh been able to reduce new PC setup time by fifty percent, they have also reduced operating system reinstall time by seventy-five percent. Lehigh has managed to save considerable amounts of time by using the Universal Imaging Utility and is excited to share their insight with other higher education institutions.

So Many Labs, So Little Time: Managing Multiple Labs with Limited Resources
Primary author: Terri Lucas, Webster University

Abstract: Like many other educational institutions of its size, Webster University has a large number of computer labs and limited staffing resources in which to maintain them. Webster has over 60 labs and multimedia classrooms at its three metro campuses and another 100+ labs at its extended sites. Upgrading and updating these computers on a regular basis is a daunting task. Computer hardware and software upgrades often take place during the short windows of time between semesters. Also, since classes are frequently scheduled back-to-back during the semester, it is extremely difficult to get into rooms to perform routine maintenance work.
The Desktop Technical Services division at Webster University faced an enormous challenge as the number of supported computer labs grew while deadlines and the number of technical staff remained the same. We knew that a project overhaul was needed. Our approach to creating a more efficient system included the following steps:
- We identified controllable versus non-controllable project variables.
- We examined and modified how we divide and delegate the workload.
- We reviewed our current documentation to determine if the steps could be followed by students or staff with lower technical skills.
- We involved faculty and students with testing lab software.
- We assembled the tools and utilities that we had available and found creative new ways to use them more effectively.
- We invested in remote access utilities to assist with mid-semester lab maintenance.
This presentation will describe the obstacles faced and the ideas and revised procedures that we put into action. We will also provide tips, resources and modifications to help others who face the same challenges and obstacles involved with maintaining multiple labs.

Security in the Residential Network
Primary author: David Lytle, Our Lady of the Lake University

Abstract: Since the widespread outbreak of Internet worms in fall 2003, residential institutions have been scrambling to provide better security and management approaches for their residence hall networks. This study looks at some of the common and unique problems confronting residence hall network (ResNet) managers, particularly in smaller institutions. Potential and recommended solutions are then presented.

From 0 To 60 In 4.2 Seconds - Supporting The RESNET
Primary author: Amy Magno, Central Connecticut State University

Abstract: Our Help Desk traditionally supported faculty & staff only. In August, 2004 that all changed. The decision was made to support students in the residence halls through the Help Desk starting later that month. We then expanded further, providing technical assistance to all students (including commuters) by the end of that fall semester. To add to this challenge, Perfigo (now called CleanAccess) was implemented in the residence halls the day before move in weekend!
This presentation will discuss many of the challenges and pitfalls we faced and what we learned in the process including:
1. How to determine staffing levels with nothing to work from.
2. Training the Help Desk staff to be able to handle these new support challenges such as spyware, virus outbreaks, bandwidth and online gaming.
3. How to deal with parents calling for their children.
4. Our experience with CleanAccess.
5. How to get the word out to students to call the Help Desk for assistance.
6. Coordinating support with the ResNet techs whose work schedules did not overlap at all with the Help Desk hours of operation.
7. How to reach students when a callback is necessary. 8am is not always the ideal time.
We'll discuss the positive and negative impacts this change had on the students. And finally, we'll cover what changes we have planned for the future to improve our ability to support students.

TECH Spyware Raid: The PEA Matrix
Primary author: Joni Mason, Phillips Exeter Academy

Abstract: On May 1, 2005 the Phillips Exeter Academy Student TECHs (Technical Ethernet Crisis Helpers) in conjunction with the Information Technology
Services (ITS) Department held its first annual TECH Spyware Raid.
The theme of this spyware raid was centered on a short film the TECHs produced, a parody of the popular Matrix trilogy: The PEA Matrix, had
the student TECHs fighting the evil agents of spyware.
The screening of the film of was preceded by an ad campaign informing the campus of the actual Spyware Raid; the first of which was an
attention grabbing URL on our campus mail page: Follow the White Rabbit. The White Rabbit web page had information on how students needed could participate in the event.
The day of the event students dropped off their computers, and were invited to watch the Matrix Trilogy and several presentations of the
Director's Cut of The PEA Matrix. Free refreshments offered were ice cream floats, popcorn, candy and soda. Student TECHs and ITS staff members cleaned off adware/spyware and updated anti-virus software in an effort to improve the performance of the PEA ResNet.
The event was a great success! The students included it in the school newspaper with a positive review. (Great PR for ITS for a change!) The student TECHs and ITS plans on holding similar events next fall and spring terms.

Diskless Linux system with unionfs for an educational computer center
Primary author: Hideo Masuda, Kyoto Institute of Technology, JAPAN

Abstract: The total cost of ownership is a major concern for computer centers that maintain hundreds of PCs. From our experience, it would be most important to reduce hardware faults, particularly the troubles of hard disk drives. This paper describes how we built our educational computer system using diskless PCs. Before constructing our system, the following items were listed as the objectives of client PCs: (1) run Linux, (2) work without local HDD, (3) deploy a single OS image to all PCs, (4) be easy to update the OS image, (5) be applicable to as many device configurations as possible, (6) become clients for unix servers (Linux, Solaris, AIX, etc.), and (7) use open sources. We chose Vine Linux 3.1, which is a derivative of RedHat Linux and is well organized for Japanese language environment. To satisfy (3) and (5), we introduced unionfs which has stackable file system feature. The system directories and files dependent on each PC such as /tmp, /dev, /var, /etc/mtab, and /etc/fstab are generated as memory files systems in the boot procedure, and are stacked on the common OS image using unionfs. Since this stack mechanism was implemented only by adding some hook codes to /etc/rc.d/rc.sysinit, our idea, we believe, is applicable to other Linux distributions. Our educational computer system consists of 8 servers, 12 boot servers and 500 diskless PCs, and is now in operation

From Soup to Nuts: The Comprehensive IT Help Desk
Primary author: Sylvia Maxwell, University of West Florida

Abstract: The IT Help Desk at the University of West Florida provides services to a university community of over 9,500 students, 1,250 faculty and staff, and an undetermined number of alumni, prospective students, and the general public. Functioning as a single point-of-contact for IT, the Help Desk offers a varied menu of services. Main services include: phone and desktop support, enterprise-wide system monitoring, push of technology information, campus IT alerts, and dispatching for classroom technology. Special university partnerships expand support services to include ResNet, eLearning, and the university ERP system. With a well publicized telephone number, the Help Desk receives all types of calls, not all directly related to IT.
Over the years, the IT Help Desk has evolved from a small student only operation to a robust 24/7 support center manned by certified help desk analysts. The current configuration of the help desk is the result of multiple transformations made to ensure our survival and to capitalize on strategic opportunities. Daily briefings combined with lead analysts in a highly team-oriented environment, allow help desk staff and student employees to move customer issues through a distributed support matrix. This matrix encompasses IT resources within the central IT department and resources outside the department in the form of "local support providers". It also includes offices and support providers that are not technical in nature. Customer surveys provide feedback and suggestions for continuous improvement. Constant review of well defined processes allows the Help Desk to deliver services on a scope of soup to nuts.

Gauging Adoptability: A Case Study of E-Portfolio Template Development
Primary author: Owen McGrath, UC Berkeley

Abstract: To help improve the decision-making process involved in planning for deployment of new centrally-supported internet technologies, the project described in this paper proposes a solution that makes use of recent developments in web survey technology combined with some established research on users' technology adoption processes. Increasingly, academic computing service groups find themselves trying to decide when and how quickly to deploy new online services. As new forms of commercial and open source web-based applications become available at a quickening pace, for instance, questions arise as to whether a significant number of local users would actually use them. Moreover, the widespread use of XSLT and stylesheets as underlying presentation technologies in these web applications present academic support groups with even more deployment decisions, such as whether or not to invest time and resources in refining a particular web application's user interface. As described in this paper, these kinds of challenges can sometimes be met in a fairly easy and affordable way by drawing upon 1) recent developments in web survey technology along with 2) any of several models and constructs developed over the past several decades to help understand users' technology choices. Specifically, this paper describes preliminary results of a developing approach towards combining some web survey methods together with the technology acceptance model (TAM) scales, in order to anticipate the usability and usefulness ratings among several candidate iterations of e-Portfolio templates under consideration for deployment in one university setting.

Navigating the Great Learning Barrier Reef: Active Training Ideas to Make Learning Fun!
Primary author: Karen McRitchie, Grinnell College

Abstract: There are several types of learners: kinesthetic, auditory, visual and intellectual. In order to successfully convey concepts and information to these learners, it is important to consider the training methods that will guarantee the highest retention. Lecturing may be good for the auditory learner, but what about the others? Visual learners benefit from graphs, pictures and charts, but what about the kinesthetic learner who needs hands-on experience?
Most trainers create an outline of information that they want their participants to know. Next, they display the information as a PowerPoint presentation so that it looks pretty, but they still use lecturing as their teaching method. If we were to produce training workshops based on active training models, not only would the sessions be engaging and fun, but they would also have a much higher retention rate. Have you ever considered creating a board game or using a field trip to teach important concepts? How about creating a human network to teach networking concepts?
At Grinnell College, we are in the process of redesigning our current student staff workshops in order to make them more active and engaging. The workshops that have been successfully redesigned have produced a higher return on our investment and have received positive reviews from the students. The student staff seems to stay engaged and learn more successfully when they are having fun.

Pooling Efforts to Cast for Better Student Employees
Primary author: Patti Mitch, University of Wisconsin - Platteville

Abstract: Managing a smaller University Computer Help Desk, it was unusual that I would ever be hiring more than 2 or 3 students at any given time. However it was not unusual that I would lose a student part-way through a semester, leaving me either short handed or scrambling to fill a position and train an individual at short notice. This resulted in using less than ideal resources to recruit student staff. Not being alone in this situation, I, along with other IT student supervisors on campus decided to venture into a new method of student recruitment, interviewing and hiring.
ResNet, Distributed Support, Distance Learning and the OIT Help Desk combined efforts for the first time in recruiting students for IT-related positions. The main objective was to have a wide spread campaign to attract as many qualified and interested students as possible. Then, after a universal application was filled out, interviews would be held with a panel of IT staff and students alike.
From information compiled via applications, interviews and background checks, three separate lists were created: those we would offer positions to immediately, a list of reserves for possible later hires and those not recommended for hire. Although the first run-through of this did show areas for improvement, it was an overall success as we went from having 5 or 6 applicants to 57 applicants to fill approximately 15 student staff positions.
This paper will explain the strengths of this program and ways we look to improve and grow in the future.

Is Your ResNet Support Boat Sinking? Try Outsourcing!
Primary author: Brien Muller, Skidmore College

Abstract: Skidmore is a small liberal arts College with 1,800 residential students. Nearly every student has their own computer and some have more than one, so support is becoming an ever increasing challenge. With viruses, worms and spyware running rampant in the residence halls, the support burden on the help desk was increasing significantly every semester. The helpdesk has one full time employee (the coordinator) who has #of (I would include the number of assistants you have on staff) student assistants. Add to this an aging infrastructure and the cost of adding packet shaping, firewalls, computer registration systems and intrusion detection, and you can see that the costs of support, both in time and hardware, was bringing us to our knees. As part of a report to the College Administration about the state of the infrastructure several alternatives were explored. One of these alternatives was outsourcing the entire student network. This paper will explore this alternative beginning with the existing support models and infrastructure. We will show the planned changes and then discuss the reality.

The Water Is Wide: Network Security at Kenyon College, 1995 - 2005
Primary author: Joseph M. Murphy, Kenyon College

Abstract: The "perfect storm" of unprotected Windows systems, the start of the school year, and network-aware viruses hit in August of 2003. The resulting chaos led to a sea change in how many institutions secure their networks, and in their relationship to their student-owned computers. At Kenyon College, we changed our student antivirus policy, our ResNet authentication mechanism, and our network topography to stop the spread of malicious traffic.
Of course, this was neither the beginning nor the end of our network security efforts. In this paper, I will offer an overview of network security at Kenyon College over the last decade. I will explore how the network and our staffing has changed over the years, the perceived and exploited threats to the network, the actions we took in response to them, and the issues we wish we'd seen coming. Finally, I will explore how these trends inform our current decision-making, as we try to anticipate new threats and prepare our response in advance.

Multiple Solutions for Presenting Equations for Students
Primary author: Trevor Murphy, Williams College

Abstract: It can be challenging for faculty in the sciences to find a better way to share mathematics with students than photocopying hand written equations, or putting them on the overhead and hoping the bulb doesn't go out. Adapting equations so they can be posted online or in a content management system, published, added to Microsoft PowerPoint or and Adobe InDesign poster, or to be sent as an email attachment can seem laborious and complicated.
In this paper the author surveys software and hardware options for presenting mathematics in a variety of media types. Some of these options include Equation Editor, Math Type, LaTeX, Adobe InDesign, MathML, and the HP Digital Sender 9200c, and a couple of other solutions that fit a variety of purposes.
With the right tools available, the photocopier might use a little less paper; the overhead, well, that is a sensitive subject, we can keep the overhead.

LaTeX: When Word Fails You
Primary author: Trevor Murphy, Williams College

Abstract: Communicating in an academic environment requires an appropriate choice of software for content delivery. Microsoft Word can be used to successfully produce documents, for a variety of needs, but has some limitations. For these occasions, TeX is an alternative.
TeX (pronounced "tech") is a free, multi-platform, programmable typesetting application. It is the standard format for some academic disciplines, particularly those using mathematics, and it is required for a variety of journals. TeX uses the best known algorithm for setting lines of type, and can set items on a page with unrivaled precision. The LaTeX set of macros makes using TeX easy and is in constant development. Available packages allow users to typeset nearly anything, from linguistics and ancient Greek to screenplays.
The authors support LaTeX at Reed and Williams colleges. In this paper we will describe how LaTeX works, when to use it, and how to find additional support for LaTeX on your campus.

PubsOnline: Open Source Bibliography Database
Primary author: Scott Myron, Indiana University

Abstract: Academic institutions and their subunits can measure and display the value of their research and creative work in many ways. Tallying publications is one such way. We have developed an open source database specifically designed to provide dynamic listings of publications online. The database by default provides a list of all publications in the database, but can also be used to present publications satisfying particular criteria. For example, PubsOnline can display all publications supported by a particular grant, or originating from a particular department, or using a particular computing system. PubsOnline also supports tracking of different types of publications: refereed papers or conference proceedings; (nonrefereed) talks, colloquia, or seminars; web pages; or articles in the popular press. PubsOnline is not intended to replace commercial citation management packages, but is rather designed to provide a lightweight and yet dynamic way to provide information via the Web. PubsOnline is slated to support import and export capabilities that are compatible with major commercial bibliographic software as well as BibTeX. PubsOnline is already in use at Indiana University (see PubsOnline supports selecting by categories, keyword search, author search, and or/and as logical joining conditions. PubsOnline is valuable in complying with grant reporting obligations, and can be used by any college or university to make information about its accomplishments - and thus further citation and use of those accomplishments - easier and more widespread.

No Parking! (And Other Library Technology Quandaries)
Primary author: Rick Neal, University of Richmond

Abstract: How do library systems staff members handle the challenging environment of student use of computers in academic libraries? "Parking" at computers, laptop bandits, tracking computer usage and remotely assessing current computer availability are just a few of the technology related issues that systems staff and librarians wrestle with each day. This presentation will present some creative, home-grown solutions to thorny technology issues that have worked for us and may for you as well.

Open Your Eyes, Speak Your Mind...Help Desk Communicating
Primary author: Karla Nelson, Baylor University

Abstract: We have centralized and decentralized our Information Systems department at Baylor, so staying In Touch with the campus community as well as our own IT group can be a difficult task these days. In this poster presentation we want to share with you the ways in which we communicate to each other and our campus community by means of our websites, phones, and knowledgebase system.
The Help Desk staff provides front end support for all technology related calls. We utilize the HEAT Service & Support Software, an Automated Service Desk Solution by FrontRange Solutions USA Inc., to track and allocate all calls received at the Help Desk.
During the past year we have reconstructed our Help Desk website using the Content Management System to make it more user-friendly for students, faculty, and staff. We have the option to display alerts for new virus threats or other vital information and a system maintenance section that displays any planned outages or server maintenance that may affect our clients. Our director has developed a detailed process that requires any IT staff member needing to schedule maintenance on any of our servers to complete a scheduled outage form and get approval before the maintenance can be performed.
For outages and any known problems with our servers, we post them to our DOWN line that can be accessed by dialing 254.710.3696 (DOWN). We are also implementing a knowledgebase to work with our Heat call tracking system so that clients can search a problem/answer on their own and if needed submit a ticket for an IT tech to fix the problem. This knowledgebase is also being customized for detailed support information that will be used by our Help Desk consultants and IT support staff.

New Customers, New Challenges, New Structure: Realigning Support to Survive Massive Growth
Primary author: Dave Nevin, Oregon State University

Abstract: The Community Network was established at Oregon State University as an efficiency measure to provide contractual desktop support. The move of information technology support functions from staff employed by individual departments to a centralized model resulted in immediate, across the board economies of scale. Nevertheless, operationally the Community Network has continued the "departmental" model of support. Currently there are four main desktop support groups and each supports, for the most part, several departments of similar functionality.
While this model has traditionally afforded a high comfort level among supported users, recent growth indicates that it is not the most efficient or cost effective solution. Each group performs numerous redundant functions and over time, each group has developed their own set of operational procedures. The result of this "group independence" has made it difficult to respond to critical events with a quick re-shifting of technical staff.
The proposed model is a phased revision from the current departmental model to a functional team based model, which eliminates many redundant functions. The first phase, centralization of the helpdesk and queue management functions, will help eliminate most redundancies allowing us to meet an ever-expanding customer base with fewer new staff hires. It will also provide us with a method to implement uniform operational procedures throughout the groups, giving us more flexibility in staff deployment. In the second phase the departmental teams will be restructured into functional desktop support, application support, and emergency response teams.
This paper discusses the successful history of the Community Network, the problems we're facing that lead to the need for change, an overview of the implementation plan and a discussion of how the changes implemented so far have gone .

Time To Start Charging For Cleaning Student Computers?
Primary author: Ron Nichols, University of Delaware

Abstract: At the University of Delaware, became comfortable in allowing their computers to become compromised, even though infected computers and computers flagged for copyright violations would lose campus network access. We believe this is because students were aware that they could bring the computer to IT User Services for staff to fix - for free.
During the spring 2004 and fall 2004 semesters, thousands of compromised computers were treated. Students acted as if there were no incentive to become self-sufficient and our professional staff were pulled from their regularly assigned duties to clean student computers. An extensive advertising and documentation campaign had improved campus security awareness, however, the problem clearly required further management intervention. As a result, IT senior management decided to implement a charge-back policy for cleaning student computers.
This presentation will report on the program to date, covering the mechanics of this process, the behavioral effects of combining enhanced documentation and service charges for cleaning systems, the students' reactions to the program, and how the program fits with other responsible computing initiatives on campus.
This presentation complements the poster session, "Student, Heal Thyself," about the step-by-step documentation that will help students become more self-sufficient. Our presentation will give an overview suitable for computing services management.

Online and Instructor-Led Technical Training: A Charge-Back Model that Works!
Primary author: Cathy O'Bryan, University of Wisconsin - Madison

Abstract: For the last six years, the Division of Information Technology at the University of Wisconsin - Madison has provided workforce technical training using a 100% charge-back model. During this time, there has been a four-fold increase in customer-initiated and funded contracts despite declining state budgets. It has enabled us to serve our campus community with high quality services on demand. The charge-back model is well accepted on our campus and across UW system. It is under consideration at several other institutions. Our discussion will describe this model.

Providing Technology Orientation for New Faculty and Staff
Primary author: Kerrie O'Connor, Worcester Polytechnic Institute

Abstract: Technology Orientation is offered to new faculty and staff at Worcester Polytechnic Institute. In this increasingly electronic environment, representatives of each department within Information Technology collectively provide new community members an immediate opportunity for face-to-face contact and assistance. This paper details the program development and the orientation content.

Scheduling Student Employees Doesn't Have to Make You Crazy
Primary author: Jim Osborn, University of Wyoming

Abstract: Scheduling student employees is a challenge for most of us. At the University of Wyoming, we started out doing this by hand. As our pool of student employees grew, we used Excel and PageMaker to make the process cleaner, but it still required about 75 hours of labor each semester. An Access database and ASP web pages were used to handle shift changes throughout the semester, but it relied on students emailing back and forth and tracking shifts for which they were responsible. We researched software programs that did scheduling, but they were cost prohibitive. We were in the preliminary stages of developing our own all-in-one solution for scheduling and shift swaps when a colleague introduced us to an affordable, web-based solution at the SIGUCCS conference in Portland. Since then, we've helped the vendor develop an integrated time and attendance tracking system. The time saved on scheduling pays for the program, and we no longer have problems with students being confused about their schedules. The added bonus of being able to download the clock entries into our payroll system is just icing on the cake. In this session, we'll look at some of the functionality we were planning to develop ourselves, where we stumbled, and what our successes have been. We've talked about our system informally at several SIGUCCS conferences in the email room and BOFs, and many have asked us to do a formal presentation. Here it is! Anyone who schedules or supervises student employees should attend, whether you supervise seven or 200 students.

Supervising Students in Satellite Locations: Overlords Need Minions!
Primary author: Jim Osborn, University of Wyoming

Abstract: At the University of Wyoming we currently have about 80 student lab assistants. We had talked for years about developing a program where a handful of individuals would be "Team Leaders" for smaller groups. They would provide leadership, assist with training, and be "go to" people in the labs. We kept putting the idea off as we had so much on our plates, just like most of our colleagues at SIGUCCS. After the Baltimore conference, we decided it was time to "get 'er done." We started by examining the costs of additional students and outlining what we wanted them to be doing. After identifying funding for a pilot project, we put out a call for applications to our current employees. Many applied, and we hired 5 people to test out our ideas. After only 5 months, the program has had huge successes. We have more accountability for our Lab Assistants (LA's) and they have additional resources. The Team Leaders came up with several good ideas, and at their suggestion we implemented a "Question of the Week" program, helping bring all employees up to speed on critical issues. Comments about LA's have improved greatly on our annual survey, and we've been surprised at some of the benefits we've discovered. This session will discuss our fledgling program and some of the problems we encountered, requiring "on-the-fly" solutions. We'll also look at where we want to go in the future. Anyone who has problems supervising groups of students who are spread out across campus should attend.

Implementation of IPv6 Functions for a Network User Authentication System Opengate
Primary author: Makoto Otani, Saga University

Abstract: In Japan, many of research networks have IPv4/IPv6 dual stacks, and the IPv6 service begins on business networks. Popular operating systems such as Windows XP, Mac OS X and Linux also support IPv6. Therefore, the user will use IPv6 unconsciously in the near future. From this background, it is important to implement a network user authentication system that can control both communications of IPv4/IPv6, simultaneously.
We are developing a network user authentication system, "Opengate", and are using it in campus network in Saga University more than 4 years. This system has functions for user authentication, access control according to the authentication and logging of their usage. Opengate has a simple user interface via a Web browser. The system authenticates users by authentication mechanism such as POP3, POP3S, FTP, RADIUS, and PAM. After the authentication, the system allows the user to use the network. And the system put Java Applet into the user's Web browser. The applets establish a TCP connection to the Opengate server. When the connection closes, the server knows the end of network usage and closes the network.
We have implemented functions for IPv6 into Opengate without changing characteristic features of the system. This paper describes the implementation of Opengate and its IPv6 extension.

QUICK Scheduler: A Time-saving Tool for Scheduling Class Sections
Primary author: Cherry Owen, The University of Texas of the Permian Basin

Abstract: QUICK Scheduler is a web-based application to help students and academic advisors with the scheduling process. At the point where a student knows what courses he or she will take in a given semester, the courses can be put into the scheduler and the scheduler will select sections of the courses that do not conflict with other classes or with other specified activities. The final result is a one-page graphic schedule showing activities the student has entered as well as sleep time, study time, and class times. The students get a visual representation of the time commitment required for the course load they are attempting, and save many hours of looking through the course schedule booklet for class times. The Scheduler is flexible, allowing students to enter section numbers for some courses if desired. The remaining courses will be scheduled around the selected sections.
The paper and presentation will describe the application, its success at Texas Tech University over the last six years, and the issues involved in making such an application available. Issues in modifying the application for use at other universities will be discussed, with The University of Texas of the Permian Basin as an example. The issues will include availability, possible stress on the server, security and privacy, and interoperability with other University applications. Using student software development projects for production applications will be addressed. This application was originally written by Texas Tech University graduate students (including the author of this abstract).

Tying Benchmarks and Metrics to Evaluations and Organizational Performance: The Role of Facilitating Activities
Primary author: Susan Owen, Indiana State University

Abstract: Mission, vision, and objectives statements are standard items created for most information technology units. Alignment of these with both the overall University mission and individual staff performance goals is often weak or lacking. Building upon the work of Kohrman and Trinkle [1], objectives for Indiana State University's Instructional and Research Technology Services were written as facilitating activities and built to be SMART (Specific, Measurable, Aggressive but attainable, Rewarding, and Time-bound). In addition, these activities were mapped to the University's mission as well as specific individual performance goals.
In the spring of 2004 the staff of IRTS held a one day retreat to develop activities that included benchmarks and metrics to determine organizational and individual success. These facilitating activities were captured into a document which included who was doing the work, who was responsible for work completion and success, how the activity was to be measured, what types of data would be collected, the benchmarks for success, and a timeline for completion.
Each quarter of the academic year, the unit reflected on the progress toward year-end benchmarks and made adjustments of resources to ensure timely completion of facilitating activities. As IRTS moves into its second full year, the initial process of developing facilitating activities has helped guide the direction and growth of the unit. It has also aided in quantification of the unit's work and staff accountability which is documented in the Office of Information Technology's 2005 Technology Profile.

Customer Service - Help for the Help Desk
Primary author: Al Padeletti, University of Rochester

Abstract: The Information Technology structure and offerings at the University of Rochester are broad and complex, especially to our customers who only see bits and pieces of the whole. The ITS Center was formed as part of an effort to provide a more focused "face" to our customers. While the Center has been successful in reducing the confusion about access to IT services for our customers, now our help desk staffs, especially brand new ones, were overwhelmed by the scope of the services we offered.
To address that problem, we created Systems Reference - a web-based all-inclusive tool providing an easy to use front end to information that help desk staff need to know about a complex environment. It includes quick links, a variety of search tools/wizards, frequently asked questions, trouble ticket creation, physical inventory, email and text messaging, and more.

Internal and External Communication and Collaboration: Building a Strong Help Desk Environment
Primary author: Vivian Pair, Virginia Commonwealth University

Abstract: Most college and university Help Desks serve as the central hub for technological support, receiving and distributing information. In a world of information overload, relationship building and effective communication is often placed on the back burner. Too many times it is assumed that effective communication and collaborative efforts are for people with a surplus of time. Actually, developing partnerships and building a strong Help Desk team adds value and saves time.
Developing formal methods for "knowing your Information Technology (IT) neighbors" creates a win-win situation for everyone involved. As colleges and universities incorporate computer initiatives for the faculty, staff and students, the need for effective and cost efficient technological support becomes increasingly vital to the efficiency of the institution's Information Technology departments.
Placing your IT Help Desk in the center of the "knowledge exchange" among and between IT support groups and their customers offers numerous advantages. To name a few, collaborative efforts and effective communication:
1. Provides Help Desk staff with information needed to assist customers.
2. Increases the number of First Call Resolutions.
3. Reduces stress levels.
4. Improves the credibility of your IT department.
5. Builds support commitment and buy-in.
6. Identifies the communication and support process upfront.
7. Frees up time for 2nd and 3rd level technical support staff to focus on problem solving, research, planning and testing of new technologies.
8. Provides a consistent voice between the customer and technical support.
This paper will discuss techniques used by Virginia Commonwealth University and James Madison University Help Desk staff to establish collaborative interaction and effective communications with other IT support groups and their customers.

Classroom Technology: Assisting Faculty in Finding Weapons of Mass Instruction
Primary author: Donna Patterson, Valparaiso University School of Law

Abstract: Valparaiso University offers 30 classroom technology carts, and in addition, the Valparaiso University School of Law provides five classrooms that are fully technologically equipped including Stride Court Room where "technology in the classroom becomes technology in the courtroom."
Valparaiso University provides scheduled training for faculty on the utilization of each piece of equipment on the cart, and it encourages faculty to incorporate these devices in their classroom instruction. With these "Ala Carte" choices, faculty do not have to feel overwhelmed by a control panel that looks as if it could launch "weapons of mass destruction." Instead, they can start by utilizing one piece of equipment until they are comfortable, and then incorporate another piece of technology, until they have the full capabilities to launch all "weapons of mass instruction."
Instructional User Support staff members contact and provide individual training to faculty who are scheduled in the "High Tech" classrooms. Written instructions are then given to the faculty member. In addition, by faculty request, a support person will either attend the first session of class or else schedule a "dry run" of the first session.
Faculty also are offered an opportunity to demonstrate their use of classroom technology to their peers at a Technology Fair sponsored by The Teaching Resource Center, Electronic Information Services, and Library staff. In our recent event, Communication Professor Lanie Steinwart presented her experiences and philosophy of classroom technology. In addition, Professor Steinwart stated that students have shorter attention spans, can simultaneously process information, and need instant gratification in regard to their educational needs.

From Waterfall to Rapid Prototyping: Supporting Enterprise-wide Adoption of the Oncourse Collaboration and Learning (CL) Environment at Indiana University
Primary author: Rita Pavolka, Indiana University

Abstract: A critical challenge for Indiana University's IT Training and Education (ITTE) division is supporting the academic community during its adoption of a new enterprise-wide application which combines a course management system (CMS), a collaboration and learning environment (CLE), and electronic portfolios. The process of migration from IU's original CMS to the new Oncourse CL is delicate, complex, and fast-paced. For the past decade, ninety percent of the faculty and students at seven IU campuses have used an IU-developed CMS. Even while some functionality of the new environment remains a moving target, we must train the academic community who may be loyal to, wary of, or unacquainted with the original CMS. Accordingly, as Oncourse CL evolves throughout its 18-month migration, our challenge involves software training and proactive change management.
Examining development and training strategies, it quickly became clear that standard ITTE practice could not keep pace with the aggressive transition to Oncourse CL. As a result, our project team radically adjusted its methods, adopting a Rapid Collaborative Prototyping (RCP) model based on a more agile approach. We observed two benefits: valuable user input regarding our presentations allowing for rapid improvements, and feedback-driven changes in the very development of Oncourse CL. Our discussion will highlight the benefits of this new approach, using our training products as examples.
IU is one of four founding partners of the Sakai community source software development effort to design, build and deploy a new CLE for higher education. Oncourse CL is IU's implementation of it.

Schooling Our Consultants for a Sea of Residents
Primary author: Teresa Pearson, Indiana University

Abstract: Residential IT Services at Indiana University serves the network technology needs of 12,000 residents living in campus housing on two core campuses. The 60 student consultants who join our work-force each fall arrive with energy and enthusiasm but with varying degrees of technical skills. Our task is to train the consultants in 4 days of intensive training and then unleash them on the residential community with the expectation that 11,000 residents will be connected to the IU network in just 5 days. Training for this level of intensity resembles, on the one hand, a carefully and tightly orchestrated symphony; on the other hand, it bears similarity to a fishing expedition in which "the charm of fishing is that it is the pursuit of that which is elusive but attainable, a perpetual series of occasions for hope." (Anonymous)
Over the past four years we have revised and refined our fall training program combining lecture, hands-on, role-playing, games, obstacle courses, videos and written materials. We've also added mid-year training programs and a Knowledge Base. My presentation will outline improvements made to the program over the past few years as well as plans for the future. Participants should walk away from this presentation with many new ideas on training and maintaining student expertise.

The FISH!® Philosophy: Customer Service From The Fishbowl
Primary author: Mike Rabe, Valparaiso University

Abstract: The integration of the FISH! Philosophy (based on the book by Stephen Lundin) into our Help Desk has created a dynamic environment where our team members can complete their tasks in a friendly, fun, and fast-paced atmosphere. Our commitment to the four principles: Play, Make Their Day, Choose Your Attitude, and Be There has propelled our department forward in the rough seas of customer service. We have allowed ourselves the flexibility to critique each other on any of these four elements. Flying fish and toys provide incentives and rewards, feeding the database whale called HEAT; writing poetry about major issues has provided much needed stress relief and lent a playful approach to our work day. To "Make Their Day" we have hunted down keys for departments, run chicken soup to dorm rooms, and sought other ways to go the extra mile for our customers. With our service needs increasing four-fold, our achieved goal was to reduce call tickets to an all-time low while increasing service standards (provided the boss made good on the reward of tacos or pizza). To assist in "Choose Your Attitude," we have developed a fishy, daily e-mail thought. We have learned to stop our present activity in order to concentrate and "Be There" for the customer. Learn from us as we show you our Fish Bowl Office, where the FISH philosophy first took hold. Learn the difference between FOTD and FTOD. See how enjoyable life in the Fish Bowl can be.

Desktop Management--Reeling in the Great White Whale
Primary author: Jerry Ringel, California State University, Chico

Abstract: Managing desktop computers in an academic environment has historically been like swimming with sharks in murky waters. Adding to the challenge, the sharks multiply ad nauseam while the stretching of IT budgets and support staff continues at an alarming rate. With shrinking budgets and support staff in mind, support staff at California State University, Chico embarked upon an adventure in the grand tradition of Odysseus, Captain Nemo and Captain Ahab, in landing the big white whale of centralized desktop management.
As with all adventures, it pays to prepare and it requires three things to make a successful journey: a realistic destination, willing sponsors, and enough resources to complete the journey.
With the destination of centralized desktop management firmly established by support staff, finding a willing sponsor was the next step. In this quest, support staff received aid from an unlikely source, the sharks in the murky water. Aided by recent outbreaks of viruses, increased spyware and phishing activities, the project found willing sponsors in the campus administrators.
With destination and sponsor on board, support staff began loading their tackle box with tools that would be useful in reeling in the big one. Tools like Microsoft Active Directory, LANDesk, Microsoft Systems Update Server, and some good old homegrown programming have allowed the support staff to establish desktop baselines, standardize applications, secure desktop computers and provide solid statistics to provide for future budget guidelines; successfully reeling in the big white whale.

Higher Quality for Less: IT User Surveys Over the Web
Primary author: John Samuel, Indiana University

Abstract: Even in tough fiscal times, competitive educational institutions must quickly assess the changing technology needs of the academic community and deliver appropriate services. As funds dwindle, information technology (IT) administrators must prioritize their services. A Web-based user survey is an economical tool to determine what existing services are most important to and most used in the academic community, as well as potential services of interest to users. A Web survey also facilitates a quick exchange of information, giving IT administrators more data on which to base time-sensitive decisions. The presenters will discuss how a multi-campus University's annual user survey has evolved from a costly, time-consuming paper questionnaire to a more efficient, less expensive Web-based format. The Web survey provides higher quality results, due to less opportunity for human error, and an equal or better return rate than a traditional paper survey. With input from all service units in the University's IT department, the survey asks the most important, relevant questions. The answers provide a broad base of information on which the University's IT administrators can base their strategic decisions. This presentation is geared toward information technology administrators and managers who are interested a cost- and time-saving method for determining an academic community's vital information technology needs.

You Can Never Be Too Thin: Skinny-Client Technology
Primary author: Anita Schwartz, University of Delaware

Abstract: The University of Delaware Information Technologies-User Services department was responsible for evaluating and replacing old X-terminal systems that were being used in our public computing sites. Our objective was to determine a low cost, reliable solution with minimal impact on staff resources. In addition, we wanted to improve the functionality of X-based application software on the central UNIX system, reduce theft, and provide better account security in un-staffed sites. We deployed 22 Sun Ray systems in our Willard Hall computing site during the spring semester 2004 and then installed an additional 21 systems in the Smith Hall computing site during the summer of 2004. Sun Ray clients are truly thin clients and are considered "skinny" since they do not contain an operating system and are network appliances only.

Content for One: Developing a Personal Content Management System
Primary author: Doug Simpson, University of Oregon

Abstract: You may have browsed or searched one of the large Content Management Systems that store and display useful information; many universities, departments, and library research desks have turned to these to manage both their long-term reference materials and daily-changing data. What if we'd like to manage our own content but our staff consists of one overworked, time-challenged, long-term-memory-impaired worker: yourself?
My own information storage system was "heap-based:" several overflowing desktops of stacks of papers, journals, post-its, and scribbled memos. I needed something better, but didn't have anyone to give this project to and only a modest amount of time to devote to a new project myself.
I decided to look at a range of open-source Content Management Systems (CMS) and compare freely-available packaged systems with a completely handmade system based on PHP and MySQL; I had little or no experience with any of them.
Advantages to setting up a CMS like this (beyond organizing your own data) include gaining familiarity with concepts and systems that are likely to be increasingly important in the future. You may, if you wish, become a mentor to others with the same needs. The goal is to allow the wide-spread sharing of ideas and content without having to spend a lot of time fooling around with the technical details of presentation - a useful tool many people might be interested in.
I hope my experience and conclusions will help you decide if a CMS is the answer to your data problems, and which path might be the best route for you to take.

LabDisplay - Bringing Computer Lab Management into the New Millennium
Primary author: Jeff Smith, University of New Brunswick

Abstract: Managing computer labs in an educational environment can be a daunting task - at the best of times - not only from a technical standpoint but from an auditing and planning perspective as well. Integrated Technology Services (ITS), at the University of New Brunswick, faced this problem in 2002. With over 1100 computers in public and private labs, we were unable to efficiently maintain our cyclic four year computer renewal plan without adequate and reliable information on lab usage. This paper will examine a web-based application called LabDisplay1 we created to address this need.
Historically, when looking at lab statistics the only method for determining lab occupancy would be to visually see how busy a lab was. The common answer was "it looks busy and is usually full of students." When justifying where money was being spent, this answer was not sufficient. We needed a tool that could generate statistics based on a number of usage factors and assist us with this process.
LabDisplay has morphed into something larger than life and has addressed many of our needs. It now provides a service to students as a lab availability tool, a lab management tool for Lab Managers, a security tool for our IT support staff, and an auditing tool for software and hardware in the lab environment.

Designing a New Employee Orientation (NEO) system
Primary author: Jolanta Soltis, New Jersey Institute of Technology

Abstract: Modern computing-intensive universities often provide a variety of computing resources to employees, ranging from simple email to complex database and development services. Each of these services demands employee knowledge, and this differs widely between institutes. Universities struggle not only to familiarize new employees with their information system services, but also to acquaint them with resources like helpdesk, web sites, and training classes, that inform them about those services. Often institutes have an abundance of computing information resources, but no central point for the personal management of computing information resources.
We conceived a web based New Employee Orientation (NEO) system, designed to manage the introduction of new employees to online institute resources. This system does not itself provide resources, but tells new employees: 1. The purpose and value of each resource, 2. Contact points, both personal, telephone and web, for accessing that resource, and, 3. Their self-statement of familiarization tasks completed and not completed. It does not direct or sequence new employee orientation, as a formal teaching course might, but supports each individual's familiarization initiatives.
A pilot NEO system was developed at the New Jersey Institute of Technology, and new employees were asked to comment on its value. Over 80% of the participants found it very or extremely useful, and were definite that the system should be implemented. Having a single web-based point to manage their orientation led to a smoother and more pleasant transition to their new work environment.
Many colleges and universities may be encountering similar issues in inducting new employees to the increasing variety of computing resources on their campus. The NEO approach suggests a new way to facilitate new employee orientation.

If You Build It, They Will Come: Implementing a Distributed Desktop Support Model That Works
Primary author: Amanda Spear, University of Colorado at Boulder

Abstract: For over 15 years Information Technology Services (ITS) at the University of Colorado at Boulder has provided quality desktop support to its faculty and staff via a dispatched pool of highly talented student employees (known as the Bugbusters). While customer satisfaction was high with this program, we sought to provide dedicated desktop support to each College or School on the Boulder campus, in order to provide support tailored to fit the varying needs of different departments. In the fall of 2000, aligning ourselves with the IT Strategic direction of the campus, we piloted a program providing dedicated desktop support to our largest school in the system, the College of Arts and Sciences.
This panel presentation provides an overview of the Distributed Desktop Support Program and discusses the goals, successes, and benefits of a dedicated desktop support model.

Revision Control Practices Applied to Computer Configurations
Primary author: Russell Sprague, Drew University

Abstract: The standard computer configuration process at Drew University was far from a formalized procedure. Computer lab workstations, classroom computers, faculty and staff desktops, library public workstations, and student laptops were imaged with different configurations, created independently by several different staff members. When a configuration problem occurred, the staff member responsible for the configuration was the only source of information to troubleshoot problems.
With the introduction of Windows XP in 2002, image creation was centralized for all non-server configurations, drawing from the individual methods of all staff members. The standardized configuration was used interdepartmentally, and the steps were made publicly accessible.
In August of 2004, a plan was drafted to take advantage of this centralized system, when an image versioning system was suggested. Using standard revision control practices, the exact configuration of a machine could be gathered from the version number of the image found on it. Whether or not a certain patch was applied or application was upgraded could be ascertained from this information, and the appropriate level of support offered before an upgrade was suggested.
Computer configurations are created initially as virtual machines on VMware Workstation, allowing support personnel to try to reproduce a problem with the customer's configuration, and giving system administrators a way to test patches on different configurations that exist out in the field before applying them over the network. This paper will examine the versioning system used and explain its benefits.

Doing More with Less: Departmental Labs Support
Primary author: Mike Stanley, University of Tennessee

Abstract: Demand for departmental computer labs has outpaced the increase of technical staff to administer them. While some departments employ technical staff, lab management is only one of their many duties.
DLABS is an initiative undertaken by Lab Services to provide three types of support to departments with computer labs: consulting service for departments with technical staff, back-end service for departments lacking technical staff, centralized funding of utilities, Ghost, Keyserver, and DeepFreeze.
Consulting service has been awarded to two departments. One department had staff who had never had the opportunity to learn the basics of lab management - everything from system cloning to application metering. The other, a recently merged college with staff possessing Windows lab management experience but lacking experience with OS X, needed to manage labs that required both platforms.
Back-end service has been awarded to five departments. This is a soup-to-nuts approach for providing lab management with one exception - the receiving department is required to designate a technical contact who interacts with Lab Services. This contact reports any problems with the lab after performing basic troubleshooting, for which he or she has been trained, and also deploys any new images to the lab machines.
Utilities are centrally funded for all departments requesting them for lab use.
Lab Services has, without adding new staff and without a significant budget increase, succeeded in offering much-needed services to departments by capitalizing on bulk orders of computers, increasing efficiency, and by centralizing utilities purchases.

Computer Lab Management: Serving Our Customers Through Communication
Primary author: Rachael Stanley, University of Tennessee

Abstract: An essential component in managing successful computer labs is providing resources for customer education in the use of the labs. The challenge, however, is in encouraging customers to utilize any self-help resources available.
Communication with the customer is a key to achieving this challenge. By enabling customers to help themselves, lab managers can lighten the load of their employees, and create a pleasant lab environment for everyone. Using several easy, inexpensive means to communicate with the customer on a regular basis, a lab manager can encourage the customer to look for changes and updates in the labs on their own.
Consistency in the form of communication makes a lab run more smoothly and efficiently for both the customer and the staff. Over a period of time, customers become accustomed to looking in certain locations for information and have fewer problems finding the help they need. This reduces the time a customer must wait for help and also allows staff to help a greater number of people.
Communication from the customer is the final component to maintaining a successful lab. Without feedback, lab managers are unable to address problems. When customer feedback is given priority, and suggestions are implemented whenever possible, customers feel ownership in the lab.
Our customer base will feel empowered using a lab in which their opinion matters, and more importantly, is acted upon.

Volunteerism: A New Idea for Filling University Information Technology Needs
Primary author: Robert Strazzarino, California State University Chico

Abstract: The world-wide-web provides a great means for delivering information services to a university community[1,2]. An unexpected side-effect of using the web to deliver information services is that a community member can develop new services independent of the computing services department. As an example, one of the authors (a computer science student at California State University Chico) has independently developed a tool to help students create class schedules. This tool reads course information from the University's public web pages and uses it to automatically create custom class schedules for individual students. Over five thousand students (nearly half of all registering students) used this tool to create their Fall 2005 schedules.
This paper presents the development and deployment of the scheduling tool as an example of information services volunteerism. It includes a description of the genesis of the tool, a discussion of how it has been integrated into the University supported information services, and an overview of the scheduling tool.

IT Open House: What it can do for your organization
Primary author: Cathy Tabor, University of Illinois/Office of Admissions & Records

Abstract: Information Technology and the work of technical staff are often mysterious and intimidating to those on the outside looking in. Developing a positive appreciation for IT policies, functions, and responsibilities is important for good customer relations and to obtain broad organizational support, which is so essential in these times of scarce resources and tight budgets.
In this paper, we will share how the IT Services unit of the Office of Admissions and Records at the University of Illinois, Urbana-Champaign, used the fun and relaxed atmosphere of an open house to educate and inform non-technical staff about our services. Using posters, brochures, presentations, contests, and games, we helped staff understand who we are, what we do, and how our services provide the underpinning for day-to-day departmental operations.
Following the event, we surveyed staff in order to assess the success of our efforts. Staff also volunteered ample informal feedback. We will fill you in on what we learned and why we are convinced us that this is an event worth repeating - and worth sharing with our counterparts at other institutions.

Baiting the Hook: Catching and Keeping Quality Student Employees Through Professional Development and Non-Numeric Incentives
Primary author: Kim Todd, Northwest Missouri State University

Abstract: Catching and keeping quality student employees is often a difficult endeavor and a dilemma that many supervisors must face as students look off campus for commercial employment opportunities that net higher monetary benefits.
Attracting and retaining good student employees is often a simple matter of providing them with professional and personal development opportunities that go beyond the numeric incentives that the typical department store or fast food establishment can provide. So, like successful fishermen, supervisors must be cognizant of the most appealing bait to attract the best fish. Consequently, campus supervisors need to cast their lure far beyond the traditional student recognition "morale boosting" methods that typically provide only short-term, feel-good rewards. Long-term value is frequently derived from less material benefits such as career assistance, academic tutoring, and personal support and counseling for life's unforeseen hurdles.
This paper is an overview of how the authors have implemented a strategy to incorporate traditional student recognition with less traditional incentives and practices in an effort to create a more holistic approach to student employee recruitment and retention. The authors will address the individual aspects of this strategy and how it has aided their ability to attract and retain quality student employees, while rewarding and enriching the students' lives academically, personally and professionally.

We've Come a Long Way, Baby! But Where Women and Technology Are Concerned, Have We Really?
Primary author: Kim Todd, Northwest Missouri State University

Abstract: Women have been making an impact on computing since the days of the Electronic Numerical Integrator Analyzer and Computer (ENIAC). Yet, the contributions of women in technology (IT) have been largely down-played or ignored. Two of the greatest challenges facing early women IT pioneers were the lack of feminine role models and gender bias. Unfortunately, those challenges have yet to be entirely overcome today and more significantly, there are still few role models for women in IT fields.
The disinterest and decline of women in computer-related degrees and consequently, in IT careers, has its roots embedded in a society that typically still pays its female workers far less than their male counterparts. More significantly, gender-related bias has found fertile ground to flourish in our nation's secondary and higher education institutions, where genetics, as recently as January 2005, was held up as a determining factor in women's IT aptitude and success.
In this paper, the authors will focus on the historic and current challenges faced by women who pursue IT careers and the reasons for the growing decline of women in these fields. In addition, the authors will discuss the methods that educational institutions can implement to recruit and retain women in IT degrees such as gender myth debunking and mentoring programs, female-centric professional development opportunities and the establishment of role models.

Synergy in Action: When Information Systems and Library Services Collaborate to Create Successful Client-Centered Computing Labs
Primary author: Kim Todd, Northwest Missouri State University

Abstract: Over the last two decades, institutions of higher education have frequently embraced the "One-Stop-Shopping" concept where information resources are concerned. If not outright merging, campus technology departments and library services have found themselves working in close collaboration, slowly but steadily forming a symbiotic relationship with a greater dependence and reliance on each other for support and mutual survival. Consequently, it has become vital to find common ground between computing and library services, two institutional entities that may possess similar, but often very different mission statements, job performance expectations and departmental goals, all the while occupying the same facility and competing for the same space and resources.
In this paper, the authors will discuss the collaboration of Northwest's Owens Library Services and Information Systems Department, and how this relationship has provided greater opportunities for supporting and enhancing the library and technology experience of campus users. In addition, the authors will discuss the services offered and methods deployed by both departments independently and in cooperation with each other to generate the kind of synergy needed to create successful client-centered computing labs.

The I.T. Circuit Certificate: Training for the Future
Primary author: Joana Trimble, St. Edward's University

Abstract: St. Edward's University Instructional Technology department developed a free certification program called the I.T. Circuit. The I.T. Circuit was developed to help faculty, staff, and students build the technology skills used at home, school, or in the workplace. Over the past four years, this program has gone through many different stages which have lead to where the program is today. The program allows for faculty, staff, and students to choose from three different certification tracks and attend the free computer training workshops offered each month required for the specific track or tracks chosen.
The primary focus of this paper is to share the successes and failures of the I.T. Circuit certification program. This will help spark innovative ideas for other institutions to think about implementing their own certification programs.

Rensselaer's Mobile Computing Program: A Whale of an Idea!
Primary author: Patrick Valiquette, Rensselaer Polytechnic Institute

Abstract: Our Mobile Computing Program (MCP) supports Rensselaer's requirement for all undergraduates to have a laptop computer. As we approach the start of the 7th year, we have discovered that our initial stated program benefits are as applicable today as they were in 1999 - great value (a complete package including pre-loaded software, specially designed laptop backpack, and network and security cables, all at a very competitive price), appropriateness (robust software suite and network ready), commonality (instructors and classmates on the same system), and extensive on-campus support and repair. Along the way, we have learned a great deal and the program has evolved in many ways.
A mobile computing program must be multifaceted to be successful. The entire campus from the President to the faculty to the janitorial staff must be involved to varying degrees. This presentation will touch on some facets of an established mobile computing program through the experience at Rensselaer Polytechnic Institute. We will include such topics as campus involvement, laptop hardware and software, support and repair, and academics. In particular, we will discuss the integration of mobile technology into the curriculum, partnerships, and using the laptop as a recruitment tool. We will also explain some of the "fish we threw back."

Helping Students Help Themselves: Malware Removal
Primary author: Michael Vedders, Bethel University

Abstract: Viruses, spyware, and worms have become a growing problem for academic institutions in the past few years, with Bethel being no exception. In the fall of 2003, we were struck with the Blaster worm, resulting in brief network outages for our entire campus. Later that academic year, the Sasser worm hit and took down our entire residential network.
Our initial plan for handling these infected computers was to move them into a separate VLAN, known as the "Blackhole." This VLAN permitted users to access only security-related web sites from companies such as Microsoft, Symantec, and McAfee to assist them in cleaning their infected PC. When this plan failed due to the outages caused by Sasser, we began creating security CDs containing anti-virus and spyware software to distribute to the student population. This solution worked well temporarily, however it was not designed to be a long-term solution and we continued to look for alternatives. Our final solution is a product of combining these previous attempts to create a long-term solution that is easy for our users and has very little administrative overhead.
In the fall of 2004, we began a project to create a Linux-based kiosk that allows students to easily create security CDs themselves. The kiosk operates with a web-based interface that instructs the user through the entire process. All they are required to do is insert a CD and the kiosk automatically loads the software to the CD. The CD itself includes instructions for the user on how to properly clean their system.
This paper explores our attempts at remedying the issue of infected student computers. It explains how our recent implementation of a Security CD Creation Kiosk has resolved our failures of the past and provided an easy and effective solution for our users.

PERTs: The Support Side Solution to Residential Computing
Primary author: Tabatha Verbick, Northwest Missouri State University

Abstract: Northwest Missouri State University has provided a computer in each residence hall room for almost 20 years. Northwest started with terminals in each room and later progressed to personal computers with internet connectivity. As Northwest evolved its network and internet connectivity, the technology and internet services available to individuals in their homes was also growing. As a result, students are bringing more personal computers and other equipment to campus for use in their residence hall rooms on the Northwest network along with an attitude of "I did it at home. Why can't I do it here?" With the changes in equipment, needs and attitudes of the students, supporting the computing environment in residence halls has become far more challenging. In the fall of 2003, Northwest developed a plan to address the current computing support needs of students living on campus.
The PERT (Peer Educator in Residence for Technology) program is the primary component of the plan. The PERT program was implemented in the spring of 2004 and covers many areas of residential computing. The PERTs provide technical and educational support to residence hall students for both personal and university equipment. Additionally, the PERTs act as educators and enforcers with respect to campus computing policies.
The authors of this paper will discuss the PERT program in depth including PERT responsibilities, partnering with Residential Life, supervision challenges and ongoing evaluation and development of the program.

Providing students 24/7 virtual access and hands-on training using VMware GSX Server
Primary author: Benjamin Villanueva, University of Wisconsin - Whitewater

Abstract: The University of Wisconsin-Whitewater, offers Management Computer Systems courses to provide practical experience in Networking Systems Administration. We need to provide each student with an accessible environment to work on their projects both from on campus and remotely We have successfully implemented a cost effective and flexible solution that closely resembles real life environment, easily adaptable to the changing needs of the courses, without the need of purchasing and managing a large number of workstations
This paper shows how the University of Wisconsin-Whitewater provides this virtual learning space.

NUBB: A Network Usage-Based Billing System
Primary author: M Scott Walters, Cornell University

Abstract: Beginning with the 2003-2004 academic year, Cornell University implemented a new billing model for data service designed to provide a fair and equitable rate structure for all users -- a Network Usage-Based Billing (NUBB) system where users pay according to the bandwidth they consume. This model ensures that network costs are covered, including anticipated upgrades, and that the costs are distributed in a way that reflects the usage patterns around campus. Now a mature billing model, this presentation will examine how this system was structured and implemented at Cornell, the support and administration required, the impact of changing to this system, customer perception of and response to the change, and its effect on bandwidth utilization and management.

Reeling in New Ideas for Training Student Support Consultants
Primary author: Janice Ward, University of Wisconsin-La Crosse

Abstract: In this paper, several new tools for training student support consultants are discussed along with their integration into the overall training plan for new and veteran consultants at the University of Wisconsin-La Crosse.
Using Microsoft Visio, procedural workflows provide a visual aid for both learning and general reference. Training modules based on the Microsoft Certified Desktop Support Technician (MCDST) certification provide advanced learning for all consultants as well as an opportunity to enhance their future marketability. Finally, problem solving, customer service and critical thinking skills are built using discussion items from the Deal with It. Help Desk Edition game.
All three of these tools are a part of the initial training process as well as the ongoing training of veteran consultants. The initial training process is outlined in a detailed checklist for new consultants who receive information through on-the-job, instructor-led (when possible) and online learning.

Learning Organization Principles & Project Management
Primary author: John Wasileski, University of Memphis

Abstract: Technology projects are getting more numerous and more complex for nearly everyone. At the same time, our colleagues are becoming less accepting of older management models. This combination can be a formula for disaster or can be used as a springboard to initiate management changes and simultaneously do better in managing both single projects and entire slates of projects.

ResNet Management - Wayne State University's Experience Supporting Cisco Clean Access Agent
Primary author: Stephen Wassef, Wayne State University

Abstract: Wayne State University has implemented network registration and management tools. These tools have matured and become very useful to reduce support costs and maintain continuity of network services for our residential network (ResNet) customers. The Housing Department purchased Perfigo now known as Cisco Clean Access Agent (CCAA) in conjunction with PacketShaper to limit network bandwidth. The Computing and Information Technology Division Help Desk has been charged with providing support for the ResNet CCAA customers. We have been successful maintaining Windows updates, Symantec Anti-Virus CE definition updates, and CCAA software updates. Another advantage is that we can maintain a list of connected devices and disconnected devices by MAC address and WSU AccessID (LDAP credentials). We are able to search by MAC and WSU AccessID to diagnose ResNet connection issues. A positive side effect is that CCAA makes it much easier to identify RIAA/MPAA violators' computers. We have been able to disable filesharing across the ResNet by only allowing certain TCP/UDP port traffic. This has been a trying experience but we have learned much about the pitfalls of the software and the effect on our customers. Some problems have been network availability issues due to CCAA servers being unreachable and CCAA installation issues. One of our most difficult challenge has been communication with ResNet customers. Our objective is to share our experiences and discuss best practices from other institutions.

Using a Database-Driven Website to Track Sensitive Data Use
Primary author: M. Kate Webster, University of Delaware

Abstract: To ensure that the University of Delaware is doing its best to reduce the chance of identity theft and to help the University meet the obligations imposed by laws regarding personal information, the University developed a campaign to educate faculty and staff about the proper use of Social Security Numbers (SSNs). A team of Information Technologies staff was assigned to work on this project.
The first step in this campaign was to ask each department to provide us with information about their use of SSNs. The team designed a web survey to help determine:
- How and why different University units acquire SSNs.
- How SSNs are being stored.
- How SSNs are being guarded.
The SSN is currently the student ID, but will be replaced with another identifier in the summer of 2006 when the new Student Information System is implemented.
Data from the survey was loaded into a database which team members access through the web. The committee uses the database as a tool to follow up with departments who responded to the survey. Departments are being asked to use identifiers other than the SSN, and the team is reviewing security practices.
The paper will discuss the project timeline and campaign process. It will also detail the development and use of the online database as a tool to record information and track progress.

Projectors, Laptops, and Remotes, Oh My! Taming the Lions and Tigers and Bears of Classroom Technology-the UWF model
Primary author: Michael White, The University of West Florida

Abstract: Research, teaching, and learning are the principal characteristics of higher education. The acquisition of knowledge in the researcher's laboratory and dissemination of knowledge in the classroom typify modern teaching and learning spaces; in other words, faculty research must be translated into pedagogical techniques that result in student learning. While selection of the most appropriate pedagogical technique is a fundamental component of student learning, instructors can use technology in the classroom to present multimedia that clarify concepts, teach students how to manage information, and help students develop higher-order, critical thinking skills.
At The University of West Florida, the Academic Infrastructure Services group, which is part of the central Information Technology Services department, is responsible for managing more than forty "hi-tech" classrooms, twelve recently conceptualized "eClassrooms," and four Interactive Distance Learning studios; this group is also charged with providing instructors with tools that facilitate commonly used teaching methods. This presentation focuses on standardizing the classroom environment from design and development through end-user support. Key features of this process include: (1) support from the University Planning Council; (2) documentation and adherence to standards; (3) collaboration with other departments, including Facilities, Academic Affairs, and the Registrar's Office; (4) working with vendors and contractors; (5) and availability of a user-friendly support mechanism.

Advanced Technologies Studios
Primary author: Karalee Woody, University of Washington

Abstract: Educational Partnerships and Learning Technologies (EPLT) at the University of Washington is driving innovations in teaching and learning through the deployment of advanced technologies in informal spaces. This presentation introduces the suite of informal spaces; details the path from students' informal use of technology to the faculty integration of those technologies in formal learning; and discusses our research and evaluation of this process.
Advanced Technologies Suite includes:
- Digital Audio Workstation (DAW) - a collection of hardware and software designed for recording, editing, and processing audio files. The DAW allows students to record analog instruments such as vocals or guitars to the computer in a digital format, import previously recorded audio into the system, and provides the client with several audio editing environments.
- TeamSpot - an innovative server-driven laptop workspace that facilitates group collaboration through a 52" plasma display representing a public desktop. The system includes Webster Smartboard presentation software to present, annotate, archive, and share information; server software that permits remote control of the public desktop by any of the participating collaboration members; and software to facilitate sharing files and information easily between the public desktop or between any of the other participants.
- Digital Presentation Studio (DPS) - a small room containing a podium, a 52" plasma display, and seating for a small group of evaluators, a fixed camera and two microphones to capture the presentation. When a student logs in, they enter a title of their presentation and start recording. Everything else is handled automatically and in the background.

Digital Video Clips Covering Computer Ethics in Higher Education
Primary author: Takashi Yamanoue, Kagoshima University

Abstract: We produced a digital video on computer ethics for use in higher education. The purpose of the video is to help students learn what kind of incidents they might encounter and how to cope with them in cyber space. The video contains twenty clips that depict the daily life of three students in a Japanese university. These clips are classified into four sections stories concerning (1) network security (virus, spyware, web bug , cross-site scripting), (2) communications through the network (e-mail etiquette, managing a web forum), (3) copyright and accessibility on web pages, and (4) phishing and privacy. Each clip consists of one story and explanations from a technical and legal points of view. Some problems have no 'correct' answer and are designed to prompt discussion in a class session. The process of making this video is as follows: We proposed ideas for the clips, and a professional writer developed interesting scenarios. After filming in a studio and on location, narration and music were added. The main narrator is a disc jockey and she supplied up-tempo spice to the video . We ran a preview of this video to dozens of university teachers, most of whom expressed interest in buying it. We are now using the video in our classes and evaluating the students' responses .

I.T.'s Not Your Parents' Library: No Box Required
Primary author: Mike Yohe, Valparaiso University

Abstract: Customer Service in college and university academic support is not as much about meeting immediate microscopic needs as providing an environment where people can flourish both intellectually and technologically - not merely thinking outside the box, but eliminating it altogether. Synergy between library and information technology services can result in a personal learning environment in which scholars feel completely at home while having full and convenient access to the resources they need to pursue their work - those resources including, but not limited to, assistance with immediate problems that bridge both spheres. This requires the presence of both library and information technology cultures, in a seamless fashion and in an environment designed to be in harmony with the physical, intellectual, and spiritual dimensions of the scholar. This is the philosophy and reality of the new Christopher Center at Valparaiso University; students, faculty, staff, and the larger community feel at home and at ease in this new environment, as do Library and IT staffs, which remain administratively separate but work side by side. We elaborate on our shared vision and describe how we brought it to fruition.

An Augmented Campus Design for Context-aware Service Provision

Alessandro Genco, DINFO - Università di Palermo
Salvatore Sorce, DINFO - Università di Palermo

This paper deals with the design of a multi-modal system for pervasive context-aware service provision and human-environment interaction in augmented environments by the use of Personal Digital Assistants (PDAs) or SmartPhones. The system enables mobile devices and remote displays to perform as interaction devices with pervasive applications which run on a dynamically composed server network. Visual interaction for service setup and provision are driven by appropriate graphical interfaces and XML-based protocols, which are dynamically composed according to the type of service and to the user current position by means of a mobile agent-based framework. The paper discusses both protocols, hardware and software system components. The first part of the document gives a general description of the system, which is managed by an entity-driven organization in augmented reality.

The mobile and reference devices of the system framework are then discussed, along with the mobile agent software which is used to manage connections among them and with system entities. The paper also gives some details about the ad-hoc protocols for entity interaction. Next, a case study is discussed dealing with service provision in a campus augmented environment which has been arranged according to service requirements. Finally the paper discusses some user experiences while using trial services.

Developing a Synchronous Web Seminar Application for Online Learning

Michael Ciocco, Rowan University
Neil Toporski, Rowan University

Many higher education institutions are searching for cost effective tools for the delivery of a feature rich, synchronous online learning environment. While there are several commercially viable web conferencing products available to enhance the online education experience, they tend to be cost prohibitive and are constrained by software and network limitations. Some universities have invested heavily in products such as iLinc, Centra, and Horizon Wimba, but many academic institutions that would benefit from these products simply cannot afford them.

Rowan University is currently developing a synchronous, online web conferencing application that delivers all the features of similar commercial products without the exorbiant price tag. The Rowan Virtual Meeting (RVM) System is built on Macromedia Flash Communication Server technology; a programming platform that is operating system independent, requires very little overhead to run, and has a one-time cost associated with it that is nominal compared to the cost of the available commercial web conferencing products. Using the RVM system requires no more than a computer that has Macromedia Flash Player installed and an Internet connection. Both students and faculty can participate in a synchronous, media driven online experience using audio, video, slide shows, white boards, application sharing, and more. Rowan is currently beta testing the RVM application both on and off campus.

This paper will discuss the development, implementation, and the future direction of the Rowan Virtual Meeting system, and how it will be used synergistically with asynchronous applications such as WebCT and Blackboard to provide a more interactive online experience for students.



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