Standards:

STANDARD SEVEN-B

LIBRARY AND INFORMATION RESOURCES (Technology)

7-B Description
	The academic computing mission of the Data Center is to investigate, develop 
plans for, and deliver information technology services and resources to 
Eastern's students and faculty in support of university objectives. To 
accomplish this, the academic computing staff provides installation, 
configuration, delivery, and maintenance of appropriate hardware and software. 
The staff also supports shared resources, including computer instructional 
classrooms and labs. It also supports the university's mission through planning, 
consulting, training, research, and sharing of knowledge and experience with 
students and faculty.
	In the past five years, the number of lab and classroom computers that the 
academic computing staff directly supports has grown from 130 located in four 
rooms to more than 370 located in twelve rooms (six buildings). The number of 
faculty computers supported is now in excess of 160. Significant projects 
completed during the past two years included migrating students from the VAX to 
NT accounts and a new e-mail system; converting WH 206 to support the Education 
Department's curriculum; planning and installation of more than 270 computers in 
the new library; implementation of a Web-based event calendar; implementation of 
MILE and CIT; implementation of control software in the labs; installation of 
digital boards; and presenting a series of Web publishing workshops.
	The university makes available a suite of standardized software, personal file 
space on a server, and Web publishing capability to students and faculty. When 
requested by faculty, the Data Center installs software on office and classroom 
computers to support instruction. A help-desk number is published for faculty 
and staff to report problems, which are then tracked in a database. Assistance 
to students is available in Webb Hall 410.
	Client/server technology is available through the extended switched campus 
10/100/1000 megabit Local Area Network (LAN). Eastern's LAN is linked to the 
Connecticut State University network. Forty-eight remote dial-in access ports 
are available. Eastern was the first campus in the CSU system to offer students 
full Ethernet connections to the CSU network and Internet from all residence-
hall rooms.
	Four hundred and ninety-two computers are available for student in one general-
purpose lab, nine instructional classrooms, the library, and various 
departmental and residence-hall labs.  Listserv-like e-mail lists are supported 
for facilitating discussion outside the classroom.
	The library houses extensive electronic information sources, including the 
Center for Instructional Technology occupying approximately 3,800 square feet. 
In addition, Media Services' advanced video production section contains digital 
production equipment for video editing, special effects, and animation.
Eastern participates in the CSU "distance-learning" initiative with OnlineCSU to 
deliver a limited number of courses via the Internet. The delivery of course-
related multimedia is made available on campus through the MILE Web-based course 
support system.
	Revenue from the student-assessed information technology fees, approximately 
$350,000 a year, is used to lease 185 computers and purchase peripherals and 
software in Webb Hall 410, 407, 314, and 307, and six computers in Winthrop 100.
A grant from the Davis Foundation and matching university funds were used to 
establish the Davis Graphics Laboratory, which supports the fine arts 
curriculum. This classroom was upgraded during the summer of 1999. Small grants 
were also obtained for five digital boards.
	Computers are purchased with a three-year, on-site, next-day maintenance 
agreement. A third-party maintenance agreement covers most equipment after this 
period. Hardware in the labs is secured with cables and video surveillance. 
Passive alarm systems and electronic door locks are also in use. The disk drives 
themselves are protected from alteration by using Windows NT profiles and 
antiviral software.
	Five full-time staff positions are filled on the Data Center's academic support 
staff, each possessing a computer-related degree. Four part-time positions also 
provide academic support. Two student workers support Eastern's World Wide Web 
project. Twenty-five student workers assist in the operation of Webb Hall 410. 
Three part-time ITF-funded positions support Webb Hall 410 and the third-floor 
classrooms. Two ITF-funded student positions also assist in providing network 
support.
	The Data Center and the library collaborate with the Center for Educational 
Excellence to present a series of technology-related workshops for faculty and 
staff each semester (including an orientation for new faculty). Student 
workshops are also offered each semester. Staff answer questions and provide 
one-on-one training. Nearly ninety documents and tutorials are available on-
line.
	Eastern's World Wide Web policy, procedures, and addenda are on Eastern's web 
site, as are its computer policy and CSU's policy governing student use of 
systems and networks. Faculty and students sign a statement when they are issued 
their accounts, acknowledging that they have read and intend to abide by ECSU's 
policy. Copies of these polices are included in the addendum.
	Eastern cooperates with the CSU System Office on initiatives such as BANNER, 
remote-access services, and Y2K testing. We also participate in the selection of 
a vendor for the leasing of computers throughout the CSU System. Every fourth 
year, Eastern hosts the CSU Academic Computing Conference and participates when 
it is held on the other campuses. CSU Data Center directors meet regularly. The 
Data Center recently hosted a PBS satellite broadcast open to all faculty and 
staff.
	An automated system in Webb Hall 410 tracks usage and is analyzed annually. 
Information obtained in periodic meetings with the administration, deans, and 
academic departments is used to determine usage and needs. Reports on technology 
usage and needs are produced yearly.

7-B Appraisal
	Standardization of software (Microsoft Office, Netscape Communicator, Mcaffee 
antiviral software, and SPSS) during the past few years has helped to reduce 
support problems. The software used to track reported help-desk calls does not 
easily permit trends to be identified or the capture of inventory information, 
however. Student calls to the help desk are generally not tracked in the system, 
either.
	Webb Hall 410 is open 100.5 hours/week during the fall and spring semesters. 
Webb Hall 307 and Webb Hall 314 are also open when classes are not being 
conducted in them. Webb Hall 410, 307, and 407 are open 24 hours daily during 
the weeks of midterms and final exams. Student accounts are available 
immediately following registration.  Documentation is provided at the Data 
Center and via the Web to residence hall students who are connecting their 
computers to the network. The Data Center recommends that a vendor set up the 
student's computer if he/she is uncomfortable with the process, but it is 
apparent that students expect a greater level of support directly from the Data 
Center. The capability of handling streaming video on ECSU's LAN needs to be 
extended.
	Although ITF funds are used to maintain and upgrade some of the computer 
instructional classrooms and computer labs, departments were experiencing 
problems funding upgrades for instructional software and departmental labs. 
During the 1998-99 academic year, each school was allocated funds for this 
purpose. The new computer instructional classrooms in the library will need to 
be included in future budget plans. Staff time devoted to troubleshooting and 
installing software has become significant, entailing the need to explore 
alternative methods of software maintenance. There is a need for "smart 
classrooms" throughout the campus so that faculty members can, in the ten 
minutes between classes, set up the equipment and software necessary to make 
computer-based presentations, including those that are Web-based.
	With limited staff, the method of deploying resources to serve faculty and 
students is an issue. There is no central location that provides technology 
assistance and resources to faculty and students. To keep current with emerging 
technologies and procedures, the Data Center encourages its staff to attend 
workshops, seminars, and/or conferences as funds permit.
	Hiring students with experience from the pool of work-study students and filling 
weekend student shifts in Webb Hall 410 has been problematic. During the spring 
semester 1996, a graduated pay scale consisting of four positions was 
implemented to help retain skilled student workers.
	The Data Center assumed responsibility as the university's official Web server. 
The number of Web pages grew from 1,000 in July 1996 to more than 20,000 in the 
spring 2000 semester. A myriad of issues associated with maintaining this 
important university resource require more time than can be absorbed by existing 
staff.  The CIT is staffed with the equivalent of one individual's time by 
releasing half the time of two Data Center staff members.  Through unobtrusive 
observation, it is apparent that some students need to learn or improve 
keyboarding and Web- searching skills.
	The four campuses of the CSU system are all faced with common academic computing 
challenges and problems. At present, the only sharing of information and ideas, 
however, is through the meeting of Data Center directors or infrequent, planned 
visits to one of the other campuses.
	The student ID-scanning database in Webb Hall 410 provides information that is 
analyzed for usage patterns. For example, it indicates that during the period 
8/31/98-10/18/98 (between the hours of 10:00 a.m. and closing), the Data Center 
served 2,515 lab users. This number does not include repeat utilization by these 
students. The average number of visits per student is 10.2. On average, between 
800 and 1,000 students use the lab each day. Information compiled from course 
rosters (1998-99) reveal that an average of 2,050 students use the instructional 
classrooms in Webb Hall per semester. 
	Faculty members have few opportunities to provide suggestions or recommendations 
regarding equipment purchases and classroom and lab configurations.

7-B Projection
	MILE was implemented in October 1999 to deliver supplemental and course-
enrichment materials on campus. In the future, the University will investigate 
solutions for providing distance learning. The Information and Technology 
Advisory Committee has been created to expand faculty input to decisions about 
academic computing. 
	During the summer of 1998, network upgrades increased the number of streaming-
video-capable ports in the North Campus offices. RVA, RVB, and the fourth floor 
of the Webb Hall classroom now have the capability of handling Unicast and 
Multicast streaming video. During future years, this capability will be extended 
to the South Campus and the other residence halls.
More effective tools to assist in the delivery of instruction need to be 
identified and implemented. Also, there currently is no effective means of 
communicating with all students electronically. The university recently began 
using a Web-based calendar system, but other methods of information delivery 
need to be identified and implemented.
	The 185 computers leased for the lab and classrooms in Webb Hall (and 6 in 
Winthrop) using ITF funds will be replaced in the year 2000 and a new lease 
established. Funding from grant sources will be sought when possible for other 
projects, with consideration given to long-term funding implications.
Successful use of technology requires support personnel. Because of the enormous 
yearly, ongoing cost of technology and support, the university should seek 
partnerships involving multiple disciplines, across the institution and perhaps 
with industry. Partnerships have been formed with Digital Media Solutions (MILE) 
and eCollege. The addition of on-line, interactive classrooms for use in 
distance learning must include staffing considerations.
	To offset the extraordinary amount of staff time required to install and 
maintain software in the instructional classrooms, the university acquired 
specialized software to rebuild systems from images. (Lab Expert from Altiris; 
site licensed). Full implementation may be dependent upon some network upgrades. 
The Data Center will consult with the Housing Office and evaluate alternative 
methods for supporting students encountering difficulties in connecting to 
RESNET. One possible way is to hire additional network-support student workers. 
As an alternative, a university assistant or consultant could be hired and the 
center could charge for consulting services. 
	The staff is working with a consultant to develop a quality control and customer 
satisfaction system, using methodology developed in a large Fortune 500 
corporation.  It is expected that this work will provide essential management 
reports to reduce or eliminate problems in critical areas and move us from a 
reactive to preventive approach.  The first phase will address downtime, which 
was identified as one of the primary, critical success elements in achieving 
customer satisfaction among faculty and students.  Additional critical success 
elements will be addressed in successive phases.
	Issues of budget and staff need to be resolved and a permanent home found for 
the university's official Web server. Per Web Policy and Review Committee 
recommendation, a full-time Webmaster should be hired and assigned to the Office 
of University Relations. Because of the number of vacant positions in the Data 
Center, alternative methods of identifying and attracting applicants need to be 
sought. A new staff member was hired to enable two others to devote half of 
their time to CIT. To help cover weekends in Webb Hall 410, it is planned to 
fill the UA positions with individuals who can work on weekends and to seek 
additional student workers.
	Because personnel resources are overtaxed, alternative solutions for the 
delivery of support need to be considered. One possibility may be to implement a 
centralized model and build a technology center to better deploy support staff. 
A good technology training facility for faculty and staff also should be 
established.
	Support staff, a key factor for success in implementing and utilizing 
electronic, interactive classrooms (and technology in general), must be 
identified and trained. Methods of encouraging faculty to use technology need to 
be explored. When online learning is implemented, technical and design support 
must be made available to faculty, as well as a support system for the students, 
that takes into consideration their varied abilities and equipment.
	Collaborative efforts involving faculty, CIT, Media Services, and various other 
units to produce multimedia and online materials may involve significant 
university resources and staff time. Because such efforts may result in 
commercialization or a profit center, a policy regarding rewards needs to be 
developed. Intellectual property rights also need to be addressed. 
	Software for students to use to improve keyboarding skills should be made 
available either in Webb Hall 410 or at the Learning Center. The Data Center and 
the library can collaborate to offer workshops for students on how to use and 
search the Web. 
	Collaborative training opportunities between campuses for technical staff, as 
well as faculty, need to be explored. Semiannual meetings for academic support 
staff from all four CSU campuses to meet and share information and ideas should 
be investigated.
	Through the CSU System, the university is acquiring an integrated client/server 
system (BANNER system) based on modern database and client/server technology 
that will be phased in over the next several years. Faculty will be able to 
access student information for advising and generate class rosters and various 
ad-hoc reports.
	To identify trends in lab usage, data from class schedules, course rosters, and 
information obtained though interviews with faculty teaching in the 
instructional computer classrooms and the university scheduling officer will be 
compiled and analyzed annually. The center will also continue to analyze and 
evaluate data extracted from the automated system in Webb Hall 410. Results from 
a yearly survey that the Office of Institutional Planning and Research conducts 
to determine linkages between departments and service satisfaction will also be 
evaluated. To improve service and meet student needs, problem-tracking software 
and other information-gathering methods will be used to examine patterns of 
problems called in to the help-desk, printer problems, inventory and training 
requests.