Managing Public Access Computers

1
Managing Public Access Computers

• Best Practices
• Lori Bowen Ayre
• LBAyre_at_galecia.com
• 2006

2
Agenda

• Role of Public Access Computing in the library
• Configuration and Management
• Computer Life Cycle purchasing and retiring
  your computers
• Staffing and Budgeting

3
Getting to Know You

• Name
• Library
• of Public Access Computers
• of IT staff
• Your role with the PACs

4
Role of Public Access Computing in the Library
5
Who are using the Public Access Computers in the
library and what are they doing?
6
Top Ten Uses of Library Computers

• Email family and friends
• Write/print report
• Learn about a medical problem
• Learn about local events
• Write or print resume
• Find a job
• Do homework
• Review alternative new sources
• Find transportation info
• 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
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What is the librarys role in computer and
information literacy?
8
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

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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

10
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

11
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

12
Best Practice

• Library computers should serve as tools for
  accessing digital information and for increasing
  the users computer literacy

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Exercise 1

• Evaluating Public Access Computing at Your
  Library

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Configuration and Management
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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

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Users Should NOT Be Able To Access

• Files on the librarys 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

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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

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Fort Knox

• Often the work of skilled technicians who dont
  get useful feedback from staff working with the
  users
• Computers stay functional 99.99, but patrons
  cannot do anything considered risky
• Patrons cant 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 doesnt necessarily protect users

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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

20
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

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Ideal Configuration Steps

• Install the OS and patches
• Identify and remove unwanted features
• Install all necessary hardware and software and
  resolve conflicts this creates
• Tweak the OS and apps to optimize user experience
• Test with staff and adjust based on feedback
• Save it to an image so system can be easily
  duplicated and recovered
• Roll-out images to other systems
• Train staff in system recovery and basic
  troubleshooting (three hours)

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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

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Comparison of Setup Time Pay Now
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Comparison of Maintenance Time Pay Later
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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

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Best Practice

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

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Gates Staying Connected Survey
Do you have the ability to "clone" the software
on your library desktops?

• 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

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Exercise Two

• Your Current Public Computer Configuration

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Software Tools That Help

• Anti-virus
• Anti-spy/anti-ad
• Privacy protection
• Session management
• Disk security
• Print management
• Remote control software

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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

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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

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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

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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

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Print Management

• Reduces number of printers needed
• Allows for better control of print jobs
• Gives users more print options
• color vs. BW
• laser vs. deskjet
• Can include or integrate with cost recovery
  systems
• Example products
• Envisionware LPTOne
• Pharos UniPrint

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Remote Control Software

• IT staff can remotely
• perform routine maintenance
• troubleshoot
• help users
• Examples
• WebEx
• Symantec PCAnywhere
• CybraryN Library Computer Remote Control module

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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/

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Exercise 3

• Exploring Configuration Solutions

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Computer Life Cycle
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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)

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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

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Best Practice

• All computers should be on a scheduled
  replacement cycle

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Gates Staying Connected Survey
Are your computers part of an ongoing replacement
cycle? (208 reporting)

• 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

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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

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Best Practice

• Standardize on hardware platform and software
  selections

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Upgrades Worth Doing In a Pinch

• RAM
• Hard Drive
• Video Card (rarely)

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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
  supportmore manageable?

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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

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Best Practice

• Buy business class computers with three-year
  warranty and good support

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Exercise 4

• Planning for Replacements and Upgrades

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Acquisition Steps

• Define needs
• Create specs document
• Get bids
• Compare alternatives and negotiate with vendors

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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

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Best Practice

• Even if you dont do a formal RFP process, define
  specs and get quotes

53
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

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What products are you using and how are they
working?
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Exercise 5

• Preparing Your Elevator Talks

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Staffing and Budgeting
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Staff Training

• All staff should meet CLAs 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

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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

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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)

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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
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Gates Staying Connected Survey Q1

• Have you integrated the support of public
  access computers into your basic library
  operations and budget?
• Support is integrated with library operations and
  is part of the general budget 99
• Support and budgeting for public access computers
  is covered with a combination of special funds
  and regular funding 23
• Support and budgeting for public access computers
  is covered with special funds as it becomes
  available 4
• Support is handled by the county or city 24
• We have a contract with an outside vendor who
  supports all of our computers 5

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Best Practice

• Integrate support of computers into library
  operations and budget

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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?

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Exercise 6

• Goals and Objectives