Managing Public Access Computers

Managing Public Access Computers

Best Practices

Lori Bowen [email protected]

2006

Agenda Role of Public Access Computing in the

library Configuration and Management Computer Life Cycle: purchasing and

retiring your computers Staffing and Budgeting

Getting to Know You Name Library # of Public Access Computers # of IT staff Your role with the PACs

Role of Public Access Computing

in the Library

Who are using the Public Access Computers in the library and what are they doing?

Top Ten Uses of Library Computers

1. Email family and friends2. Write/print report3. Learn about a medical problem4. Learn about local events5. Write or print resume6. Find a job7. Do homework8. Review alternative new sources9. Find transportation info10. Get info about voting issues

Source: The Impact of Public Access Computing on Rural and Small Town Libraries (January 2003) and People from Low-Income Families Disproportionately Use Library Computers (October 2002) available from http://pacp.evans.washington.edu/reports.html

What is the library’s role in computer and information literacy?

What Does It Take to Have An Ideal Public Access Computing Environment?

Library open enough hours and adequate number of PCs available

PCs configured and managed for public access

Staff trained and available

Library and PCs Available

Library open enough hours PACs always available during open hours

Enough computers to serve your population

Provide wireless Internet access for people with laptops inexpensive way to increase Internet and OPAC

access

PCs Configured and Managed for Public Access

Minimally restrict workstations but protect patron and library

Make PCs as much like a regular PC as possible

Make system easily recoverable Keep systems standardized and

current

Staff Trained and Available

Have trained technical support staff available at all times

Reinforce need for core computer competencies among all staff who work with the public

Provide technology training programs for public

Best Practice

Library computers should serve as tools for accessing digital

information and for increasing the user’s computer literacy

Exercise 1

Evaluating Public Access Computing at Your Library

Configuration and Management

Library Users Should be Able to…

Use the Internet download documents or forms use Web-based email

Access electronic library resources Use productivity applications Access right-click menus View and access files from a CD Save to or access files from a USB storage device Change

screen resolution and contrast sensitivity of mouse and size of cursor

Users Should NOT Be Able To Access…

Files on the library’s network

Files on the local computer other than the files in My Documents

A file from an external device without the file being virus scanned

Any information from a previous user

Configuration Styles Fort Knox.

no right clicking certain menu items hidden cannot save files or use external drives

Loosey Goosey… items inconsistently disabled may or may not be secure privacy issues

Ideal for All! no features disabled reboot sets everything back to square one

Fort Knox Often the work of skilled technicians who don’t

get useful feedback from staff working with the users

Computers stay functional 99.99%, but patrons cannot do anything considered “risky”

Patrons can’t do things they expect to be able to do, so their computer experience not “real world”

Usually locked down to avoid problems for tech staff but doesn’t necessarily protect users

Loosey Goosey… Happens when technicians are not skilled

enough or not given enough time to do a good job

Items are inconsistently locked down so it is annoying to patrons e.g., one can right-click in one program but not

another Privacy usually not adequately protected

Ideal For All! Virus scanning software protects computer

and network

Drive protection software protects the hard drive configuration configuration is restored upon reboot

user can change things during their session, but changes are erased upon reboot

Time and session management software avoids fist-fights with other users

Ideal Configuration Steps1. Install the OS and patches

2. Identify and remove unwanted features

3. Install all necessary hardware and software and resolve conflicts this creates

4. Tweak the OS and apps to optimize user experience

5. Test with staff and adjust based on feedback

6. Save it to an image so system can be easily duplicated and recovered

7. Roll-out images to other systems

8. Train staff in system recovery and basic troubleshooting (three hours)

Cloning (and Profiles) What is Cloning?

duplicating a desktop configuration from one computer to another

“network profiles” accomplish the same goal requires identical hardware platform

Benefits saves time for setup eliminates the need to troubleshoot

Products that can be used for cloning Ghost and PartitionMagic

Most libraries have several “images” to support

Comparison of Setup Time: Pay Now

Setup Time Expertise Needed

How Computers 2-5 are setup

Cost to setup 5 Computers

Right 9 hours Engineer at $100/hour

Ghosted (half hour each – 3 hours)

$1200

Wrong 5 hours Technician at $50/hour

Installed by hand (4 hours each – 16 hours)

$1050

Comparison of Maintenance Time: Pay Later

Maintenance Time/Year

Expertise Needed

How Most Problems are Fixed

Cost to Setup 5 Computers

Right 4 hours Technician at $50/hour

Re-image (30 minutes)

$ 200

Wrong 20 hours Engineer at $100/hour

Try to figure out what went wrong

$2000

Benefits of “Doing it Right” Fewer problems because adequate testing has

been done up front configuration satisfies users’ needs programs play nicely together

Easy and fast to get a computer back on line Low-level tech or staff person can restore image

without needing to call in high-priced engineer to troubleshoot

Better service for customers more computers available more of the time staff can focus on library--not computer--service

More cost-effective

Best Practice

Use some kind of cloning process for duplicating and restoring desktop images

Gates Staying Connected Survey

Yes, we clone all of our desktops using Ghost, standard user profiles, or some other process: 75

We clone all of our staff desktops but not the public access computers: 3

We clone all of our public access computers but not the staff computers: 18

No, we configure each new PC individually: 42

I don't understand this question: 12

Other, please explain: 52

Do you have the ability to "clone" the software on your library desktops?

Exercise Two

Your Current Public

Computer Configuration

Software Tools That Help Anti-virus Anti-spy/anti-ad Privacy protection Session management Disk security Print management Remote control software

Anti- Virus/Spyware/Ad/Popup All these “anti” software products must be kept

current require a subscription computer must be configured to get updates

automatically and frequently (weekly if not daily) Example products

anti-Virus: Norton Antivirus, McAfee Viruscan, ZoneAlarm anti-ad and anti-popup: ZoneAlarm, StopZilla, Ad-Aware,

InfoWorks Popup Free anti-spyware: Spyware Doctor, ZoneAlarm, StopZilla,

InfoWorks SpyStopper

Privacy Protection Users create files each time they use computer

cookies browser history recently used documents temporary files

Privacy protection software clears out these files when browser is closed, or shutdown or startup, or timed intervals

Example Products Webroot Window Washer, InfoWorks History Sweeper See Session Management products

Session Management Software Wide variety of capabilities, may include

authenticating user protecting privacy of users ending sessions without requiring staff intervention reservation-making module overall control of all public PCs timer for each individual PC

Examples: Envisionware PC Reservation Fortres Time Limit Manager CMS Diginet PC Cop Cybraryn Session and Time Limit module Pharos Systems SignUp

Disk Security Users are unrestricted while using the computer System restored upon reboot to original

configuration Any changes user made are undone Any files users left behind are erased

Examples: Centurion Technologies Drive Shield Centurion Technologies Centurion Guard (hardware) Faronics Deep Freeze Fortres Clean Slate

Print Management

Reduces number of printers needed Allows for better control of print jobs Gives users more print options

color vs. B&W laser vs. deskjet

Can include or integrate with cost recovery systems

Example products Envisionware LPT:One Pharos UniPrint

Remote Control Software

IT staff can remotely perform routine maintenance

troubleshoot

help users

Examples WebEx

Symantec PCAnywhere

CybraryN Library Computer Remote Control module

Microsoft Shared Computer Toolkit Free for licensed XP owners Provides many of the modules available in

other commercial public access computer systems

Grown-up version of “PAC Installer” used on original Gates machines

More info: http://www.microsoft.com/windowsxp/sharedaccess/

Exercise 3

Exploring Configuration Solutions

Computer Life Cycle

Why Not Keep Them Going As Long As Possible?

Increased costs for maintenance and support Must keep bigger inventory of replacement parts More models for support staff to master More versions of software to support The older the machine, the harder to keep it in

service

Source: Consortium for School Networking (cosn.org)

Scheduled Replacement Cycle

Four-year replacement cycle is reasonable

Computers can be replaced in batches instead of all at once

Build computer purchases into operating budget

Best Practice

All computers should be on a scheduled replacement cycle

Gates Staying Connected Survey

All library computers are on a scheduled replacement cycle: 88

Only staff computers are on a scheduled replacement cycle: 10

Only public access computers are on a scheduled replacement cycle: 1

None of our computers are on a scheduled replacement cycle: 47

Other, please explain: 62

Are your computers part of an ongoing replacement cycle? (208 reporting)

Standardizing Reducing variation saves time and money Same hardware platform allows for

same software versions ability to clone

Same operating system means less expertise needed by staff fewer patches to keep track of

Same applications on each PC mean fewer variations of software conflicts to resolve fewer software products to learn

Best Practice

Standardize on hardware platform and software

selections

Upgrades Worth Doing In a Pinch

1. RAM

2. Hard Drive

3. Video Card (rarely)

Purchasing New Computers

What do your users need?

What would help your support staff?

What standards must you comply with?

What features are needed for functioning in library environment?

What features will make management and support…more manageable?

PC Purchasing Suggestions Buy computers designed for businesses.

not home Buy new or refurbished for the warranty

(3 years) Consider premier support so your staff

has quick access to help Consider having image pre-installed by

manufacturer Get quiet machines

Best Practice

Buy business class computers with three-year warranty and

good support

Exercise 4

Planning for Replacements and Upgrades

Acquisition Steps1. Define needs2. Create specs document3. Get bids4. Compare alternatives and negotiate with

vendors

Bids, Quotes, and Negotiation

You can always get a better price (or better system) than the first offer

Include everything in the bid process hardware software services

Allocate enough time for the entire process

Best Practice

Even if you don’t do a formal RFP process, define specs and

get quotes

Alternatives to Standard PCs Turnkey solutions

all software provided by and maintained by vendor example: Smart Access Manager (SAM), CybraryN

Thin client software centralized on a server users have keyboard and monitor only example: Veicon Technology

Userful software centralized on a server can be completely maintained by vendor users have keyboard, monitor, USB drive, dedicated

video card

What products are you using and how are they working?

Exercise 5

Preparing Your Elevator Talks

Staffing and Budgeting

Staff Training All staff should meet CLA’s Technology

Core Competencies Staff supporting users should be trained to

train the public use the software and hardware in library

IT staff need generic IT training networking desktop configuration troubleshooting

Do you have enough IT Staff? More IT staff needed when

outlets are spread apart geographically lots of applications and operating systems are supports systems are not stable users demand sophisticated help computers are old and breaking down

Fewer IT staff needed when remote control tech support is possible systems are well-configured and stable users are not as demanding computers are not more than 3-4 years old and are well-

maintained

IT Staff Calculator Tool to help determine how many full-time IT staff

your library needs based on number of: staff, patrons, branches, minutes between branches, networks, servers, self-check units , catalog-only PCs,

multipurpose PCs, staff PCs, printers, operating systems supported, ILS modules, subscription

databases, other databases (e.g. Active Directory and ILS) desktop images maintained

Available from http://galecia.com/libraries_resources.php Disclaimer: The Library IT Staff Calculator was created by

Lori Ayre, not Infopeople and not the Gates Foundation (although it is now available on WebJunction)

Tech Support Guidelines Make sure lower-cost tech staff provide bulk of

support Provide clear support request process

one beeper number everyone knows to call, or one person at branch who handles support requests

Reduce need for support deploy new, standardized hardware use “centralized, “mature” processes for software

deployment re-image computers each year to remove anomalies

introduced each year

Source: Consortium for School Networking “Taking TCO to the Classroom”

Gates Staying Connected Survey Q1 Have you integrated the support of public access

computers into your basic library operations and budget?

1) Support is integrated with library operations and is part of the general budget: 99

2) Support and budgeting for public access computers is covered with a combination of special funds and regular funding: 23

3) Support and budgeting for public access computers is covered with special funds as it becomes available: 4

4) Support is handled by the county or city: 24

5) We have a contract with an outside vendor who supports all of our computers: 5

Best Practice

Integrate support of computers into library operations and

budget

Gap Analysis What do you think about your public

access computing program today?

What can you improve relatively easily (low hanging fruit)?

What are the big hurdles?

What would you like to see next year – vis-à-vis public access computing at your library?

Exercise 6

Goals and Objectives