Managing Public Access Computers

1. Managing Public Access Computers Best Practices Lori Bowen Ayre LBAyre@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

7. What is the library’s 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

9. 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 user’s computer literacy

13. Exercise 1 Evaluating Public Access Computing at Your Library

14. Configuration and Management

15. 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

16. 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

17. 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

18. 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

19. 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

21. 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)

22. 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

23. Comparison of Setup Time: Pay Now

24. Comparison of Maintenance Time: Pay Later

25. 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 Benefits of “Doing it Right”

26. Best Practice Use some kind of cloning process for duplicating and restoring desktop images

27. 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?

28. Exercise Two Your Current Public Computer Configuration

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

30. 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

31. 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

32. 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

33. 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

34. 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

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

36. 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/

37. Exercise 3 Exploring Configuration Solutions

38. Computer Life Cycle

39. 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)

40. 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

41. Best Practice All computers should be on a scheduled replacement cycle

42. 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)

43. 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

44. Best Practice Standardize on hardware platform and software selections

45. Upgrades Worth Doing In a Pinch • RAM • Hard Drive • Video Card (rarely)

46. 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?

47. 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

48. Best Practice Buy business class computers with three-year warranty and good support

49. Exercise 4 Planning for Replacements and Upgrades

50. Acquisition Steps • Define needs • Create specs document • Get bids • Compare alternatives and negotiate with vendors