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TableofContents
1.
2.
3.
4.
5.
ExecutiveSummary
GuidingPrinciples
PrimaryRecommendations
AdditionalRecommendations
Appendices
a. CommitteeCharge
b. CommitteeActivities
c. SummaryofSurveyResults
d. UserCounts
e. Costing
f. EmailandCalendaringProductReferences
g. CompendiumofRecommendations
ExecutiveSummary
TheUniversityofIllinoisatUrbanaChampaigncampushascentrallyprovidedemailservicesforyears.
Perceiveddeficienciesintheseserviceshaveledmanyunitstorunandusetheirownlocalemail
services.Campushasneverprovidedafreecentral,commoncalendaringsystem.Thecalendaring
optionsavailablefromCITEShavealwaysbeenprovidedasfeebasedservices.Similartoemail,thishas
ledtomanyunitsrunningtheirownlocalcalendaringservices.Thisfragmentationhasledtoincreased
costs(duetoduplicationofservices)andmissedopportunitiesforenhancedproductivity,inparticular
withcalendaring.Thetruevaluetobegainedfromanynewservicewouldbeinunifyingcalendaring
acrosscampus,UA,andeventheothercampuses.TheCampusEmailandCalendaringRefresh
Committeewaschargedwithmakingspecificrecommendationsonwhatemailandcalendaringservices
shouldbeprovidedtoallfaculty,staff,andstudentsoncampus.
Theusageofemailandtheoptionsforprovidingemailserviceshavechangeddramaticallyinrecent
years.Texting,instantmessagingandsocialnetworkingservicessuchasFacebookhavereplacedemail
asthedominantcommunicationsmechanismsforyoungergenerations.Freeemailservices,in
particularGoogle’sGmail,havebecomemainstreamwithfeaturesetsoftenexceedingwhat
commercialservicesprovide.Privacyandlegalissues,aswellassometechnicalissues,limittheextent
towhichtheseservicescanbeused.Despitetheseissues,therearestrongreasonsfortakingadvantage
oftheseservicesforsomeportionsofthecampususerpopulation.
1
Therearethreeprimarygroupingsofcampususers:undergraduatestudents;graduate/professional
students;faculty/staff.Virtuallyallundergraduatestudentsarriveoncampushavingusedemailfor
yearsandalreadyhavingestablishedemailaccountsonservicessuchasGmail.Eventhoughcampus
providesthemwithanemailaccount,surveyresultsshowthatasignificantnumberarechoosingnotto
usetheircampusemailandinsteadforwardtheiremailtotheirexistingoffcampusaccounts.
Faculty/staff,however,dostillprimarilyusetheirprovidedcampusaccounts.Thereisevidencethatfor
anumberoffaculty/staffwhoareforwardingtheiremailoffcampus,thatthisisbeingdoneprimarily
becausethecampusservicenolongermeetstheirneeds,mostnotablywiththesizeoftheprovided
quota.Legalandprivacyissues,inparticularrelatedtoFERPA,createddifficultieswithrecommending
theuseofoffcampusemailservicesbyfaculty/staff.Graduateandprofessionalstudentsaredifficultto
addressbecausetheyfrequentlyactasbothstudentandstaffsimultaneously.
Faculty/staffhavesignificantschedulingneedsbeyondwhatundergraduatestudentshave.Aswith
email,thecalendaringneedsofgraduatestudentsvariesdependingontheircurrentrole.Allmajor
emailoptionsthatnowexistincludeintegratedcalendaring.Fromatechnicalperspective,thereare
relativelyfewdifferencesbetweentheavailablesolutionsforemailservices.Thesameisnottruefor
calendaringfunctionality.Becauseofthis,thecalendaringabilitiesofthevarioussolutionswereof
greaterimportancetothefinalrecommendation.
Amongtheunitsprovidingtheirownemailandcalendaringservicesoncampus,MicrosoftExchangeis
thedominantdeployedsolution.UnitsindependentlychoseExchangebecauseitmettheirneeds,in
particularforcalendaring.Exchangewillbeaneasiermigrationpathformanyunitsbecauseitisalready
theenvironmentthattheyarerunning.
Thecommittee’sfinalrecommendationisbasedontakingintoaccounttheexpressedneedsand
interestsofthethreedefinedusercommunities.Theneedsofthesegroupsarenotidenticalandthe
proposedsolutionsreflectthis.Technical,legal,andprivacyneedsmandatethatfaculty/staff
email/calendaringservicescontinuetobeprovidedoncampusatthistime.Similarissuesdonotexist
forthemajorityofundergraduatestudents.Alargepercentageofgraduatestudentsarefunctioningas
staffatanygiventime.Further,graduatestudentsfrequentlycyclebetweenhavingandnothaving
appointments.Thismakesitdesirable,andevennecessary,toalwaystreatgraduatestudentsasstaffas
farastheiremailandcalendaringneedsareconsidered.
CITESExpresslicensingwillexpireonDecember31,2010.UsersoftheExpressservicemustbefully
transitionedtothenewservicesbythistime.Thetransitionscheduleforotherusergroupscanbe
handledindependently.
Thecommitteeunderstandsthattherecommendationsmustbecostneutralwhenlookedatona
campuswidebasis.Thecommitteedoesnothavecomprehensivecostfiguresthatincludeallcampus
relatedemailandcalendaringexpenses,butastudyiscurrentlybeingcompletedbyCITESthatshould
beusedinconjunctionwiththisreporttoguidefinaladoptiondecisions.Thecommitteedoesbelieve
thattherecommendationsinthisreporthavebeensensitivetothechargetobecostneutral.
2
MicrosoftExchangeisrecommendedastheemailandcalendaringsolutionforfaculty/staffand
graduate/professionalstudentsasthebestfitforourcampus.GoogleGmailandMicrosoftLive@edu
arerecommendedforundergraduatestudentswiththosestudentsbeingallowedtochoosewhichthey
actuallyuse,whichmatchesstudents’stronglystatedpreferences.Supportmustbeprovidedforusing
theseservicesfrommobiledevices,amajorgrowtharea.Trainingmustbeprovidedtofacilitatethe
transitiontothesenewservicesandtoensurethatallnewfunctionalityisabletobefullyutilized.A
governancestructuremustbeputintoplacetobothensuretheproperfunctioningofthenewservices
aswelltoprovidetheguidancerequiredtokeepthemuptodateascampusneedsevolve.
GuidingPrinciples
1. Emailandcalendaringsolutionsareessentialproductivitytoolsthat"enableandsupportour
educational,research,andengagementprograms."
2. Usersseeksolutionsthatprovidethemwithfeaturestheyvalue.Thereareoftengenerational,
social,andotherpersonalcontextstotheirpreferences.
3. Itishighlydesirablethattherebea)interoperabilityamongcalendaringsolutionsusedby
constituentgroupsandb)interoperabilitybetweenthesetoolsandotherapplicationsthatcan
utilizethem.
4. TheUniversityneedsanefficientmethodofschedulingmeetingsandresources.
5. Accessibilityandusabilityarecritical.
6. Thesolutionmustsupportmobiledevices.
7. Thesolutionmustbecosteffective,reflectinginstitutionalvaluesof"soundstewardshipand
maximumimpact".
PrimaryRecommendations
Summary
1. EmailandCalendaringSolutions
a. ReplacetheexistingCITESOracleCalendar,CITESExpress,andCITESExchangeservices
withanew,subsidizedservicebuiltonMicrosoftExchange2010.
i. Provideaccountsonthisservicetofaculty,staff,graduatestudents,professional
students,andretirees.
ii. Provideadefaultquotaofatleast5GBforfaculty/staffand2GBforallothers.
iii. DesigntheservicetofacilitatemergingitwithUniversityAdministrationandthe
othercampusesatsomepointinthefuture.
b. NegotiatecontractswithbothGoogleandMicrosoftfortheirexistingfreeemail
services.Migrateundergraduatestudentstotheseservices,allowingthemtochooseto
activateone,both,orneitherservice(inwhichcasestudentsmuststillregisteravalid
emailaccounttosendtheir@illinois.eduaddressedemailto).
i. Bothservicesshouldbeconfiguredsuchthatstudents’emailaddresses
continuetobe@illinois.edu.
3
ii. Thesmallnumberofundergraduatestudentswhoworkwithsensitivedata
mustbeprovidedwithaccountsonthesubsidizedMicrosoftExchangeservice.
2. MobileSupport
a. TheCITESHelpdeskshouldofficiallysupportmobiledevicesthatcansyncwiththe
ExchangeserviceeitherviatheActiveSyncprotocolortheBlackBerryEnterpriseServer.
ThisincludesBlackBerry,iPhone2.0+,andWindowsMobiledevices.
b. ForBlackBerryusers,fullysubsidizetheonetimeclientlicensecostforfaculty/staffbut
requirestudentstopaythe~$60cost.
3. Training
a. Forthefirstyearofthetransition,providefreeCITESFAST3trainingonusingOutlook,
Entourage,OWA(theExchangewebinterface),andAppleMailandAppleiCal(when
integratedwithExchange).Freeonlinetrainingcoursesonthesesamesubjectsshould
beprovidedonanongoingbasis.
4. Governance
a. AcampuswideEmail/CalendaringGovernanceCommitteemustbecreatedtomonitor
theperformanceandeffectivenessofcampusemailandcalendaringservices,address
policyissuesrelatedtotheseservices,andtooverseefuturechangesintheprovided
servicestoensurethattheevolvingemailandcalendaringneedsofcampuscontinueto
beadequatelyaddressed.ThegovernancecommitteeshouldreporttothecampusCIO
withadottedlinereporttotheCouncilofAcademicCIOs.
b. TheEmail/CalendaringGovernanceCommitteeshouldbechargedwithestablishing
technicaladvisoryboardstooverseetheoperationaldetailsofeachcampusemailand
calendaringservice.Thesetechnicaladvisoryboardswouldreporttothegovernance
committee.
c. Thegovernancecommitteeandthetechnicaladvisoryboardsmustbothhave
representationthatincludesrelevantstakeholdersfromcampusunits(bothacademic
andnonacademic).Thegovernancecommitteeshouldbecomposedprimarilyofunit
andbusinessarealeaders,nottechnicalstaff.
Who–AudienceScope
Thecommitteewaschargedwithevaluatingtheneedsofthreeprimarygroups:faculty/staff,graduate
students,undergraduatestudents.Thecommitteeidentifiedtwoadditionalgroupsthatrequired
consideration:professionalstudentsandretirees.Anumberofobservationsaboutallofthesegroups
impactthecommittee’srecommendations:
x
x
x
x
Faculty/staffhaveemailand,inparticular,calendaringneedsbeyondwhatstudentstypicallydo.
Administrativeresponsibilitiesareamajordriveroffacultyandstaffcalendaringneeds.
Asignificantpercentageofgraduatestudentshaveemailandcalendaringneedsthatalignmore
withthoseoffaculty/staffthanofstudents.
Theparticulardisciplineofprofessionalstudentsimpactswhethertheirneedsalignmorewith
faculty/stafforregularstudents.
4
x
RetireesarecurrentlyprovidedwithCITESExpressaccountsthatmustberenewedeachyear.
Thecommitteebelievesthatretireesmustcontinuetobeprovidedwithaccountsonthenew
servicebasedonsectionIXF4oftheCAM1.
ItwasalsodeterminedthatanumberofcampusunitsdoasubstantialamountofschedulingwithUA
units(inparticularOBFSandAITS).Thisisthesourceoftherecommendationthatthecampusservice
eventuallybemergedwiththeUAservice.
Thereareadditionaloffcampuspeoplewhoneedtobecoveredbythenewservice,mostnotably
UniversityofIllinoisExtensionstaff.SomeaffiliatesoftheUniversitymayalsooccasionallyrequire
accounts.Inordertoaddresstheneedsoftheseusers,itwillbenecessarytomodifythecurrent
campusADidentitymanagementenvironmentofthecampus,andaseparatecampusinitiativehas
alreadybegunworktoaddressthoseneeds.
What–EmailandCalendaringUses
Surveysofemailandcalendaringusageprovidedaninterestingglimpseintocampusadoptionand
trendingpatterns.Theresultsshowacleardifferenceinthewaystudents,facultyandstaffuseemail
andcalendaring,sotheywillbeaddressedinseparatesections.
FacultyandStaffEmailUsage
Emailisakeycommunicationsmechanismforfacultyandstaff.Theyexpectittobehighlyreliable,easy
tosearch,andaccessiblefromwherevertheyare.Formanyitisalsoaninformationrepository,afile
storagesystemandevenatasklist.Becauseoftheseadditionaluses,theywantsufficientstoragespace
tostorealloftheemailthattheybelievetheyneedtoaccess.Thecommitteeidentifiedthe
combinationofsmallemailquotascoupledwithuseofemaildetailedaboveastheprimarycausesof
facultyandstaffswitchingtousingoffcampusservices.Thesesameconditionsalsocausedsomeunits
toarchiveemailtolocalsystemsthatmaynotbebackeduporsecure.
Facultyandstaffwereconcernedabouttheprivacyofsensitivedataandpoliciesformanagingemail
communications.Theyrecognizedthatsensitivedatamayoccasionallybesentthroughemailorthat
somedepartmentalpeoplemightbeusingcommercialproducts,andtheyfoundfewcampuslevel
policiesthatwouldhelpthemdeterminehowtoproceed.Thishasledsomeunitstocreatetheirown
policiesonemailusage,storage,andhowitshouldbeusedbytheirmembers.
Faculty,StaffandGraduateStudentEmailUsagePatterns
Somefaculty,staffandalargenumberofgraduatestudentsforwardatleastsomeoftheiremailfrom
theircampusemailaccounttoanoffcampusemailaccount.Ofthosewhoforwardedtheiremail,
Google’sGmailwasaclearwinnerinallcasesexceptthatofCivilServicestaff,whosplitbetweenGoogle
andYahoo.Manygraduatestudentsfollowedtheundergraduatetrendofforwardingsomeorallof
theiremailtoanoffcampusaccount,primarilytoGoogle.
1
http://www.fs.uiuc.edu/cam/CAM/ix/ixe%26f/ixf4.html
5
MoststaffuseMicrosoftOutlookastheironcampusemailclient,reflectingthenatureofsoftware
choicesmadebydepartmentsortheenterprise.However,facultyandgraduatestudentsclearlyhave
broaderfreedomofchoice,reflectedinincreasedpercentagesofwebbrowserandthirdparty(i.e.,non
Outlook)emailclientuse.Eudora,alegacyemailclient,remainsinusebyarelativelysignificantportion
offacultyandstaff,thoughitsusewithstudentsisnearlynonexistent.
Themajorityoffaculty,staffandgraduatestudentsownedmobiledevices,reflectingthehighlymobile
lifestylereadilyapparenttoday.However,amuchsmallerpercentageofmobileownersactuallyused
themforemail.
Graduatestudents’usagepatternsmorecloselymirroredundergraduatesthanfacultyorstaff,with
moregraduatesforwardingtheiremailoffcampusandusingwebbrowsersforemailclients.These
usagepatternshavepossibleimplicationsfortransitioninggraduatestoafaculty/staffemailsolution.
StudentEmailUsage
Whilethereisageneralbeliefthatstudentsnolongeruseemailasaprimarycommunications
mechanism,theydoappeartostilluseitatleastfor“business”communications.Theuniversity
effectivelyrequiresthisofthemduetotheamountofofficialcommunicationssentviaemailandalso
becauseemailistheprimarymeansthatmostfacultyandstaffusetocommunicatewiththem.Itis
notedthatnosinglepolicystatescampusexpectationsaboutstudentsreadingtheiremail.Some
collegesanddepartmentshavefilledthisvoidbycreatingtheirowncommunicationpolicies.
Actionsorenvironment
Forwardingemailoffcampus
x ToGoogle
x ToHotmail
x ToYahoo
Emailclientusedoncampus
x Awebbrowser
x Thunderbird
x Outlook
x Eudora
Ownershipofmobiledevices
x Useforemail
x Donotuseforemail
x Donotownamobiledevice
Acad.Prof.
12.6
41.8
3.6
14.5
8.4
8.4
65.3
9.8
61.9
30.4
31.5
38.2
CivilSvc.
17.6
21.6
7.8
21.6
5.0
6.3
75.8
11.3
54.0
11.7
42.3
46.0
Faculty
25.8
60.3
3.8
7.7
25.2
12.3
32.6
13.6
64.4
30.2
34.2
35.7
Table1:Faculty,Staff,andGraduateStudentEmailUsage
6
Graduate
52.2
80.4
3.8
7.0
65.5
12.4
15.1
.5
54.6
19.4
35.2
45.4
StudentEmailUsagePatterns
Therewerefewusagedifferencesbetweengraduatestudentsandundergraduates,buttherewere
identifiabledifferencesbetweenstudentandfaculty/staffusagepatterns.Students’useofemail
forwardingandtheirheavyrelianceonwebbrowserornonOutlookclientsforreadingemailwerechief
amongstthosetrends.
Studentsappeartolearnhowtoforwardemailastheyspendmoretimeoncampus,withanincrease
fromFreshmenforwardingemailtoSeniorsofnearly172%.Oncestudentslearnhowtoforwardtheir
email,themajoritysettleonGoogle’sGmailastheirpreferredhostedservice.Students’overwhelming
selectionofhostedemailservicesisreflectedinthechoiceofclienttheyusetoreadtheiremail,with
themajoritychoosingawebbrowserastheirpreferredmethod.Outlook,theemailclientmost
preferredbythemajorityofstaffandsomefaculty,isbarelyusedbystudents.
Thedatasuggestmobiledevicesarepopularamongststudents,butarelativelylowpercentageof
studentsusetheirmobiledevicesforemail.Studentsmayfindmoreusefortheirmobiledevicesfor
emailastheygrowolder.
Actionsorenvironment
Forwardingemailoffcampus
x ToGoogle
x ToHotmail
x ToYahoo
Emailclientusedoncampus
x Awebbrowser
x Thunderbird
x Outlook
x Eudora
Ownershipofmobiledevices
x Useforemail
x Donotuseforemail
x Donotownamobiledevice
Freshmen
30.5
61.8
12.4
10.8
70.4
11.3
9.2
0.2
61.2
16.3
44.9
38.8
Sophomores
37.9
81.4
4.1
7.4
66.8
16.0
8.2
0.0
59.6
18.4
41.2
40.4
Juniors
54.0
91.9
1.8
3.0
65.2
20.5
6.4
0.0
58.2
26.0
32.2
41.7
Seniors
64.3
94.6
1.7
2.6
69.2
18.1
6.0
0.2
57.5
27.0
30.5
42.6
Table2:UndergraduateStudentEmailUsage
Calendaring
Facultyandstaffviewcalendaringandschedulingasvitalprocessesenablingthemtoorganizemeetings
andkeeptrackofevents.Manypeopleanddepartmentsidentifiedschedulingasoneoftheirlargest
obstaclestoproductivitysinceitrequiresmultiplepeopletoscheduleinterdepartmentalmeetings.The
committeeidentifiedtwomaincausesforthisrequirement:1)thereareanumberofseparate
calendaringtoolsusedbydepartmentsthatdonotnecessarilyinterlinkwithoneanother,and2)some
7
schedules,especiallythoseofsenioradministratorsandgroups,aremanagedbyproxieswhomustbe
consultedbeforeameetingcanbescheduled.
Thelackofasinglecoordinated,sharedcalendarwasthemostcommoncomplaintbycampusunitsand
individuals.Whileopinionsonspecificsolutionsvaried,thedesiredoutcomewasthesame:people
wanttoschedulemeetingsandeventsacrossdepartmentboundarieswithoutdifficulty;theywantto
managetheuseofmeetingresourceseffectively(meetingrooms,projectors,etc.);theywanttopush
somecalendareventstospecificgroupsorindividuals;andtheywanttosynchronizecalendardata
acrossworkstationsandmobiledevices.Thecommitteerealizesthatregardlessofanyproposed
campuscalendaringsolution,someamountofhumaninteractionwillcontinuetoplayasignificantrole
inscheduling,especiallywithsenioradministrators’schedules.
Studentsappearedtoviewcalendarswithsomeambivalencedependingontheirtimeoncampus.
FreshmenreportedmuchloweruseofcalendarsthanSeniorsandGraduatestudents.However,many
studentsseemedtorecognizethevalueofusingacalendartoorganizemeetingswithadvisorsortrack
interestingupcomingevents.
CalendarUsage,AllGroups
Surveyresultsindicatedcalendarswerefrequentlyusedbypeopleworkingfororonbehalfofthe
campus.Studentsreportedoverwhelminglythattheyusedcalendartoolsnotdesignedorprovidedby
thecampus;instead,theyturnedtoGoogleorApplefortheircalendarneeds.Staffprimarilyused
campusprovidedtools,whilefacultyreportedamixedvarietyofcampusprovidedandoffcampus
calendaringtools.MicrosoftOutlookwasclearlyheavilyusedamongststaff,whileGoogleandApple
accountedforthebulkofstudentcalendaring.
Largepercentagesofsurveyresponders(students,facultyandstaff)reportedthefollowingneedsas
moderately,veryorextremelyuseful:
x
x
x
x
Selecteventslistedinanemailandhavethemappearinacalendar:84%
Schedulemeetingswithpeopleinotherunits:87%
Schedulemeetingswithpeopleonothercampuses:64%
Defineinterestsandhaveeventscorrespondingtothoseinterestsappearoncalendar:83%
CalendarType
Useelectroniccalendars
x
MicrosoftOutlook
x
GoogleCalendar
x
AppleiCal
x
Oracle/Corp.Time
Fresh.
24.4
8.7
22.7
36.7
0.0
Soph.
29.0
11.7
39.3
27.6
0.0
Jr.
34.4
8.5
51.6
24.4
0.4
Sr.
39.3
9.5
61.8
13.2
0.0
Table3:ElectronicCalendarUsage
8
Grad.
49.0
20.2
47.3
12.3
0.2
Faculty
60.4
35.9
15.2
20.7
8.2
AcPro
77.0
62.8
5.7
5.4
7.5
Staff
63.7
74.2
2.0
1.0
11.6
Where–Insourcingvs.Outsourcing
GoogleandMicrosoftbothprovidefreeemailservicesforeducationalinstitutions.Alargenumberof
institutionshavenowoutsourcedtheirstudentemailtooneoforbothofthesecompanies.As
previouslynoted,Googleistheoverwhelmingoffcampusemailchoicebythosealreadyusingsucha
service.Thisisespeciallytrueforstudents.Therearealmostnoemailfeaturesthatacampusbased
servicecouldofferthatGoogledoesnotalreadyprovide.Thesingleissuethatcouldpotentiallydrivea
decisiontocontinuetoprovidecampusemailaccountstoundergradstudentsisprivacy.Google(and
Microsoft)haveaddedlanguagetotheirstandardcontracts,basedonfeedbackfromotherhigher
educationinstitutions,toaddressmostprivacyissues.Inparticular,theydonodataminingwhile
studentsareactiveasstudents.Giventhatmostundergradstudentsdonottypicallyworkwithdata
thattheuniversitywouldclassifyassensitive,thattherearenocompellingfeaturesthatcampuscan
offerthattheoutsourcedservicescannot,andthatstudentsarealreadychoosingtouseoffcampus
services,thecommitteerecommendsthatthefundsthatwouldbeneededtocreateanoncampus
solutionforundergradsarebetterspentelsewhere.
BoththeGoogleandMicrosoftsolutionsprovideemailandcalendaring.Foremail,thebestservicefor
studentswillbeprimarilyoneofpersonalchoice.Forcalendaring,therearesomepotentiallysignificant
functionalitydifferencesthatmaymakeitbeneficialforstudentstochoosetheMicrosoftserviceover
Google.MicrosoftLive@eduisrunonExchange2010,thesametechnologythattheoncampus
solutionforfaculty/staffwilluse.Microsoftdoesprovidetheabilitytodosomeintegrationbetween
Live@educalendarsandanoncampusExchangeservice,somethingthatisnotcurrentlypossiblewith
Google.
ThecommitteerecommendsthatcontractsbeexecutedwithbothGoogleandMicrosoftinorderto
providestudentswithoptionsthatbothmeettheircurrentdemonstratedpreferencesaswellasprovide
additionalfunctionalitythattheymaydesire.Indiana2andVirginia3areexampleuniversitieswhohave
alreadypartneredwithbothcompaniesandallowstudentstochoose.
Thereareseveralkeydifferencesbetweengraduatestudentsandundergraduatestudentsthataffect
theviableserviceoptionsforthem.First,theyaremuchmorelikelytodealwithFERPAdata(asTAs)or
sensitiveresearchdata(asRAs),orotherlegallyprotectedinformation(e.g.byHIPAA).WhileGoogle
andMicrosofthavecontracttermstohelpprotectthisdatawhilestudentsareenrolled,oncetheyleave
theuniversitytheseprotectionsareremovedbutstudents’accountsmaystayactive.Second,graduate
studentsschedulemeetingswithfacultyandstaffonamoreregularbasisthanundergraduatestudents
(e.g.theiradvisors,researchgroups,facultytheyareTA’ingfor).Thiswillbefacilitatedbybeingonthe
samecalendaringsystemasfaculty.Finally,ourUniversitydoesconsidergraduatestudentswith
appointmentstobestaff.Accordingtocampuslegalcounsel,theGoogleandMicrosoftcontracts
prohibituseoftheirfreeservicesbyemployees.Itispossiblethatbothcompaniesarenowproviding
optionsthatwouldallowfacultyandstafftoalsobemovedtotheirfreeservicesbutthecommitteedid
notactivelyinvestigatethis.
2
3
http://uits.indiana.edu/page/avtf
http://itc.virginia.edu/email/student/
9
Thereasonsforkeepinggraduatestudentsinhouseareessentiallythereasonsforalsocontinuingto
locallyprovideemailandcalendaringservicesforfacultyandstaff.Therearealsosomefeaturesthat
GoogleandMicrosoftdonotcurrentlyprovidethatfaculty/staffdesireandthatcanbeprovidedwithan
oncampussolution(e.g.largermessagesizes,fullBlackBerrysupport).
Therewillbesomeexceptioncasesofundergradswhodoactuallyworkwithsensitivedatawhereitwill
benecessarytoprovidethemwithaccountsontheoncampussolution.
How–EmailandCalendaring
Quotas
Asnotedpreviously,smallquotasareoneoftheprimarycausesoffacultyandstaffswitchingtouseoff
campusemailservices.Theyhavealsobeenacontributortounitscreatingtheirownemailsystems.
Providinglargequotasisabsolutelycriticaltopromotinglargescaleadoptionofanynew,centralemail
service.
Thereisastrongbeliefthatmostusersdonotuseanywhereneartheirquotalimit.Thisallowshigh
quotalevelstobeprovidedtoencourageuseoftheservicebythosewhodoneedmorespacewhile
containingcostssincealoweramountofphysicalstorageneedstoactuallybeprovisioned.TheCollege
ofEngineeringhashadacontractwiththeCITESExchangeServicesinceSeptember2005withthe
agreementallowingtheCollegetogiveusers200MB,500MB,1GB,2GB,5GB,10GB,or20GBquotas.As
ofJuly2009over1000accountswereprovisionedunderthisagreement.Ananalysisoftheseaccounts
showedthatjustoverhalfhada1GBorlargerquotaandforthese,theaveragespaceutilizationateach
quotalevelwaslessthan50%ofmaximum.
Thecommitteemakesthefollowingspecificrecommendationsregardingquotas:
1. Thedefaultquotaforfaculty/staffshouldbeatleast5GB.Thedefaultquotaforallothers
shouldbeatleast2GB.
2. Thegovernancecommitteeandtechnicaladvisoryboardsshouldreviewthedefaultquotas
annuallyandrecommendincreasesasnecessarytoensurethatmostusersdonothittheirlimit.
3. Amechanismmustbecreatedtoallowallusersoftheservicetopurchaseadditionalquota.
Thismechanismshouldtakeintoaccountpotentialannualincreasesinthebasequotas.
4. Thegovernancecommitteeshoulddefinegroupsofspecialuserswhomayneedlargerdefault
quotasthanthecommonstandards(e.g.deans,departmentheads).
MaximumMessageSize
Thecurrentcampuslimitof65MBisacceptableforthenewExchangeservice.TheGoogleand
Microsoftserviceshavelowerlimitswhichshouldbedocumented.Atthetimethisreportwasissued,
Google’slimitwas25MB4andMicrosoft’swaseither20MB5or25MB6(dependingonthesource).Note
thatthecampuslimitwas30MBuntilJuly1,2008whenitwasincreasedto65MBtoaccommodate
4
http://mail.google.com/support/bin/answer.py?hl=en&answer=8770
http://outlookliveanswers.com/forums/p/10/15.aspx
6
http://help.outlook.com/enus/140/dd630704.aspx
5
10
somespecificuserneeds.Anyfutureevaluationofpotentiallymovingfaculty,staff,orgraduate
studentstoGoogleorMicrosoftservices(freeorotherwise)willneedtocarefullyevaluatetheirlimitsat
thattimeanddetermineiftheyareadequatetoaccommodateallcampusneeds.
Thecommitteemakesthefollowingspecificrecommendationregardingmaximummessagesize:
1. Thecurrentcampusmaximummessagesizelimitof65MBissufficientandshouldbekept.
NonUserMailboxes
Multipleneedsforsharedmailboxeswereidentified,typicallyforofficesorotheractivitieshandledby
multiplepeople.Examplesincludedepartmentheademail(e.g.head@unit.illinois.edu),academic
inquiries(e.g.advising@college.illinois.edu),andofficefunctions(e.g.purchasing@unit.illinois.edu).
Thecommitteemakesthefollowingspecificrecommendationsregardingnonusermailboxes:
1. Unitsshouldbeprovidedwithsharedmailboxesatnochargeforanybusinessfunctionthatis
handledbymultiplepeopleorthatisstronglyassociatedwithaparticularoffice(e.g.
business@unit.illinois.edu).“Unit”mayincludestudentgroupswhoshouldbeprovisionedwith
sharedmailboxesontheGoogleAppsorMicrosoftLiveservicesratherthanthecampus
Exchangeservice.
2. Thegovernancecommitteeshouldcreateaspecificpolicyonallowedsharedmailboxesandbe
thefinalarbitrarofthevalidityofanysharedmailboxrequest.Allsharedmailboxesallowedby
policyshouldbeprovidedatnochargetounits.Achargeshouldbedeterminedforshared
mailboxesthatfalloutsideofthecreatedpolicy.
NonUserCalendars
Averycommonrequestfromunitswastohavecalendarsforroomsandequipment(e.g.conference
rooms,projectors,parkingspaces).Exchangereferstotheseasresourcecalendarsandhasfeaturesfor
taggingcalendarsbytypeandfordoingsomeautomaticmanagementoftheschedulingofthese
resources.
Anothercalendaruseisforeventspublishing.Thiscouldrangefromuniversityholidays,AssemblyHall
events,tosportsteamschedules,toclassschedules.Thecommitteedidnotactivelyinvestigatewhere
itmaybepreferabletoprovideeventcalendarsinExchange,GoogleApps,and/orMicrosoftLiverather
thanusingthecampusWebtoolscalendarsthatarenowcommonlyinuse.Additionalexplorationof
thisissueisrecommendedforthegovernancecommittee.
Besidesactualcalendarsforevents,itispossibletoprovideeventlistingsthatcanbeimportedintoan
individual’scalendar.Thiscouldbeparticularlyusefulforitemssuchasuniversityholidays.
Thecommitteemakesthefollowingspecificrecommendationsregardingnonusercalendars:
1. Resourcecalendarsshouldbeprovidedatnochargetounitsforroomsandequipment.
11
2. Thegovernancecommittee,inconjunctionwiththetechnicaladvisoryboards,shoulddetermine
astandardsetoftypesthatthesecalendarswillbeorganizedby.Typesrecommendedfor
considerationinclude“conferenceroom”,“projector”,“conferenceroom”,and“parkingspace”.
3. Thegovernancecommitteeshouldactivelyexplorecreatingastandardnamingschemefor
conferencerooms.Thisisintendedtofacilitatecampususerslocatingthecalendarforthe
specificroomstheyareinterestedin.F&Shasaimplementedaschemeandisasuggested
startingpoint.
4. Documentationshouldbedevelopedtoeducatecampususersonhowtouseresource
calendarsand,inparticular,theautomaticschedulingmanagementfunctionalitythatExchange
hasforthesetypesofcalendars.
5. Thegovernancecommitteeshoulddeterminewhateventsshouldbeprovidedascalendarsina
formatthatindividualscanimportintotheirpersonalcalendars(Exchange,GoogleApps,and/or
MicrosoftLive).Thetechnicaladvisoryboardsshouldoverseetheimplementationofthese
calendars.
6. Thegovernancecommitteeshouldinvestigatewhethersomeeventcalendarsshouldbe
implementedasExchange,GoogleApps,and/orMicrosoftLivecalendarseitherasa
replacementfor,orinadditionto,acampusWebtoolscalendar.
PlatformSupport
ThesurveyresultsshowthatWindowsandMacOSXarethedominantplatformspeoplearesending
andreceivingemailfrom,withover90%ofallrespondentsusingoneofthesetwoplatforms.Staff(AP
andCivilService)werethelargestWindowsusers.FacultyhadthesecondlargestshareofOSXusersat
27.4%.FreshmenwerethelargestOSXusersat27.8%.Amongallstudents,thereisadefinitetrend
thattheyoungerthestudent,themorelikelytheyaretouseOSX.
Withregardstomobiledevices,averysmallpercentageofusersreportedusingamobiledeviceastheir
primaryemaildevice(0.4%onaverageforfaculty/staffand1.7%onaverageforstudents).However,
thesurveyalsoshowedthatalmost60%ofallfaculty,staff,andstudentsownamobiledevicethatisat
leastcapableofsendingandreceivingemail.AmongAPsandfaculty,30%saidthattheydousetheir
mobiledevicestosendandreceiveemail.Justover20%ofallstudentssaidthattheyusetheirmobile
devicesforemailwithacleartrendthattheolderastudentis,themorelikelytheyaretousetheir
mobiledevicetosendandreceiveemail.
Thecommitteemakesthefollowingspecificrecommendationsregardingplatformsupport:
1. ThenewservicemustbebasedonExchange2010.TheExchange2010release,dueoutinlate
2009,isthefirstExchangereleasetohaveawebinterfacethatfullysupportsbrowsersother
thanIE(and,byextension,OS’sotherthanWindows).Thisiscriticalgiventhesignificantusage
ofOSXoncampus.ItwillalsoprovidesupportforplatformsotherthanWindowsandOSX
(mostnotablyLinux).
2. TheBlackBerryEnterpriseServershouldbeapartofthesubsidizedservice.Inaddition,the
necessaryclientlicense(currently~$60percopy)shouldbeprovidedtofacultyandstaffatno
charge.Allotherusersoftheserviceshouldberequiredtopayfortheclientlicense.
12
3. FulldocumentationandsupportshouldbeprovidedformobileusersusingBlackBerry,iPhone,
andWindowsMobiledevices.
Transition–UndergraduateStudents
Onlyemailisamigrationissueforundergraduatestudentsasmosthaveneverhadanelectronic
calendarprovidedtothembyanycampusunit.Thecommittee’srecommendationthatundergraduates
beallowedtochoosewhichofthetwooutsourcedservicestouse,aswellastochooseboth,makesit
difficulttodoamassmigrationofemailtothesenewservices.Thecommitteerecommendsthata
technicalevaluationstillbedoneonthefeasibilityofdoingmassmigrationsforstudents.However,
experiencesfromotherinstitutionsindicatethatmassmigrationsarelikelynotnecessary.Thetools
providedbythevendors,combinedwithgoodlocaldocumentationonthenecessarysteps,shouldbe
sufficientforstudentstobeabletomigratethemselvestothenewservices.
Itwillbenecessaryforalocalaccountmanagementsystemtobecreatedthatstudentsusetoactivate
oneorbothoftheservices,includingacceptingboththevendorandcampustermsofservice.Thistool
shouldalsoallowthemtosetwhichoftheiractivatedaccountstheir@illinois.eduemailissentto.
Unlessafuturepolicychangeismadetoprohibitit,studentsshouldalsobeallowedtoactivatetheir
accountsbutchoosetoforwardtheir@illinois.edutosomeotheroffcampusemailaccount.
Thecommitteemakesthefollowingspecificrecommendationsregardingtransitioningundergraduates
emailtothenewservices:
1. ConductatechnicalevaluationastothefeasibilityofmassmigratingstudentemailfromCITES
ExpresstotheGoogleandMicrosoftoutsourcedservices.
2. Createapublishedtransitionplanthatannounceswhenallstudentaccountsmustbemigrated
offofCITESExpress.
3. ProvidedocumentationforstudentstomigratetheirownemailtothenewservicesfromCITES
ExpressaswellasgenericIMAPenabledservices.
4. CreateanintegratedaccountmanagementtoolforstudentstoactivatetheirGoogleand/or
Microsoftaccountsandtosettheir@illinois.eduaddress.
5. CITESHelpdeskshoulddevelopnewproceduresanddocumentationasnecessarytosupport
theseoutsourcedservices.Theirsupportshouldbeintegratedwiththatprovidedbythe
vendors.
Transition–Faculty,Staff,andGraduateStudents
Emailandcalendarscanhaveseparatetransitionprocessesforusersbutthesestepsoftenmustbe
coordinated.Considerationmustbegiventodifferencesthatwillexistinthetransitionprocessesfrom
CITESservicesversusunitprovidedservices.Thequalityofthetransitionwillbeakeyfactorinthe
initialsuccessofthedeploymentandinachievingthegoalofunifyingmostcampususersonthisservice.
Email
Tothelargestextentpossible,emailshouldbemigratedtothenewcampusExchangeserviceby
administratorswithoutrequiringuserstoperformtheworkthemselves.Becauseofthenumberof
differentemailservicesinusethereisnosingleplaceorsinglegroupofadministratorswhowillbeable
13
toperformthistask.Avarietyoftools,documentation,andtrainingwillberequiredtocompletethe
processforallcampususers.
CITESmustpreparetodomassmigrationsofusersemailfromthecurrentCITESExpressandCITES
ExchangeservicestothenewcampusExchangeservice.CITESmustalsodeveloptools,processes,and
procedurestofacilitateadministratorsofmajorexistingunitlevelemailservicesmassmigratingtheir
userstothenewExchangeservice.ItisnotexpectedthatCITESbeabletoprovidemigrationtoolsfor
everypossibleemailservice.However,theymuststillbepreparedtoprovideconsultationtothe
administratorofanycampusemailserviceseekingtofullymigratetheirservicetothenewcampus
solution.
Aswiththetransitionprocessforundergraduatestudents,documentationmustbeprovidedtofacilitate
usersmigratingtheirownemailfromCITESExpressoranygenericIMAPenabledemailservice.In
addition,documentationmustbeprovidedforhowtoconfigureandusemajoremailclientswiththe
newExchangeserviceaswellasonhowtomigratelocallystoredemailinthoseclientstotheservice.
Additionaltoolsmayneedtobeprovidedtounitadministratorstohandlelocallystoredemailassome
mailclientsusenonstandardformatsthatrequireconversionbeforemessagesarecopiedtothenew
service.Thesetoolsmayalsoneedtobemadeavailabletoindividualsrunningtheirownemailservice.
Addressbooksandfilteringrulesshouldalsobeautomaticallymigratedtothelargestextentpossible.A
technicalevaluationneedstobedoneearlyintheprojecttoidentifytoolsthatmaybeusedtodothese
migrations.Itisrecommendedthatthecostofthesetoolsbepickedupcentrallyifatallpossible,butit
isacceptableforunitstopotentiallyhavetobearsomeofthisonetimecost.Documentationonhowto
recreatetheseitemsinthenewservicewillberequiredregardlessofwhattoolsareidentified.
Mobiledeviceswillhavetobeindividuallyreconfiguredtousethenewservice.Documentationwill
needtobeproducedonhowtodothis.ItisalsorecommendedthattheCITESHelpdeskexplore
providingextrasupportforthisprocessduringthetransitionperiod.Thereshouldbesupporttailored
tobothendusersandunitITadministratorswhoareprovidingthissupporttotheirusers.
Thecommitteemakesthefollowingspecificrecommendationsregardingtransitioningfaculty,staff,and
graduatestudentemailtothenewservice:
1. MassmigrationsofusersemailfromthecurrentCITESExpressandCITESExchangeservicesto
thenewcampusExchangeservicemustbedone.
2. Tools,processes,andproceduresmustbedevelopedtofacilitateadministratorsofmajor
existingunitlevelemailservicesmassmigratingtheiruserstothenewExchangeservice.
3. DocumentationmustbeprovidedtofacilitateusersmigratingtheirownemailfromCITES
ExpressoranygenericIMAPenabledemailservice.
4. Documentationmustbeprovidedforhowtoconfigureandusemajoremailclientswiththenew
Exchangeservice.
5. Documentationmustbeprovidedonhowtomigratelocallystoredemailtotheservice.Tools
mayalsoneedtobeprovidedtoconvertemailstoredinnonstandardformats.
14
6. Addressbooksandfilteringrulesshouldbeautomaticallymigratedtothelargestextent
possible.Documentationonhowtorecreatetheseitemsinthenewservicewillberequired
regardlessofwhattoolsareidentifiedtodothismigration.
7. DocumentationandCITESHelpdeskassistancemustbeprovidedonhowtoreconfiguremobile
devicestousetheservice.
Calendars
Aswithemail,calendarsshouldbemigratedtothenewcampusExchangeservicebyadministrators
withoutrequiringuserstoperformtheworkthemselves.Itislikelymoredifficultforindividualusersto
migratetheircalendarsontheirownthanitisforemail.Calendarsarefrequentlyusedasagroup
resourceforschedulingpurposessothereisalsoagreaterneedtohaveallcalendarswithinagroup
migratedatthesametime.
CITESmustbepreparedtodomassmigrationsofuserandresourcecalendarsfromthecurrentCITES
OracleCalendarandCITESExchangeservicestothenewcampusExchangeservice.CITESmustalso
developorpurchasetools7,processes,andprocedurestofacilitateadministratorsofmajorexistingunit
levelcalendarservicesmassmigratingtheiruserstothenewExchangeservice.Itisnotexpectedthat
CITESbeabletoprovidemigrationtoolsforeverypossiblecalendarservice.However,theymuststillbe
preparedtoprovideconsultationtotheadministratorofanycampuscalendarserviceseekingtofully
migratetheirservicetothenewcampussolution.
TrainingonhowtousecalendaringinExchangeiscriticalforallusersofthenewservice,eventhose
thatarealreadyusingExchange.Oneissueidentifiedbythecommitteeisthatevenexistingusersof
Exchangedonotknowhowtofullyutilizethefunctionality.Forthetransitionprocess,however,
trainingshouldbefocusedonuserswhoarecomingfromothercalendaringservices(e.g.Oracle
Calendar,MeetingMaker)toallowthemtocontinuedoingtheschedulingfunctionstheywere
performingintheirpreviousenvironments.
Thecommitteemakesthefollowingspecificrecommendationsregardingtransitioningfaculty,staff,and
graduatestudentcalendarstothenewservice:
1. MassmigrationsofuserandresourcecalendarsfromthecurrentCITESOracleCalendarand
CITESExchangeservicestothenewcampusExchangeservicemustbedone.
2. Tools,processes,andproceduresmustbedevelopedtofacilitateadministratorsofmajor
existingunitlevelcalendarservicesmassmigratingtheiruserstothenewExchangeservice.
3. TrainingmustbeprovidedonhowtousecalendaringinExchangewithaninitialfocusonusers
whoarecomingfromothercalendaringservices.
Training
Asnotedpreviously,trainingusersonhowtousethenewExchangeservicewillbecriticaltoits
successfuladoption.Extratrainingwillbeneededduringtheinitialtransitiontothenewserviceand
7
CITEShasusedaproductfromSumatra,http://www.sumatra.com/,todosomecalendarmigrationstothe
currentCITESExchangeservice.
15
incentivesprovideforfacultyandstafftoactuallyattend.Forapproximatelythefirstyearofthe
transition,thecommitteerecommendsthatfreeCITESFAST3trainingforendusersbeprovidedon
usingthemostcommonemail/calendaringclientsincludingOutlook,Entourage,OWA(theExchange
webinterface),andAppleMailandAppleiCal(whenintegratedwithExchange).Campusadministration
shouldstronglyencourageunitstoprovidereleasetimetounitstafftoattendeithercampusorunit
levelprovidedtraining.Freeenduseronlinetrainingcoursesshouldbeprovidedbothduringandafter
thetransition.
SpecialtrainingcoursesshouldbeprovidedforcampusITstafftotrainthemhowtosupporttheirend
usersincludingprovidingthemwithtrainingmaterialsthattheycouldusetoprovidetheirowntraining
sessionsfortheirunits.
Thecommitteemakesthefollowingspecificrecommendationsregardingtraining:
1. Forapproximatelythefirstyearofthetransition,providefreeCITESFAST3trainingforendusers
ontheuseofthemostemail/calendaringclients.
2. Campusadministrationshouldstronglyencourageunitstoallowstafftoattendeithercampus
orunitprovidedtraining.
3. Freeenduseronlinetrainingshouldbeprovidedonanongoingbasis.
4. TrainingcoursesshouldbeprovidedforcampusITstaffonhowtosupporttheirendusers,
includingtrainingthemtoprovidetrainingtheirendusers.
UnitLevelSupportNeeds
Supportmustbeprovidedtoallowunitswhosochoosetouseunitleveladdresses(e.g.
@unit.illinois.edu).Thisisespeciallycriticalforallowingsomeunitscurrentlyrunningtheirownemail
servicestobeabletotransitiontothenewcampusservice.
Thecommitteemakesthefollowingspecificrecommendationregardingunitlevelsupportneeds:
1. UnitITstaffmustbeprovidedwithasetoftoolstoallowthemtoperformbasicaccount
administrationandtroubleshooting.Thisincludesprovidingtheabilitytounlockaccounts,
managequotas,createresourcemailboxesandcalendars,andcreatedistributionlists.
AccountRetirement
Therearefivestatuschangesthatindividualsmayundergothatrequireconsiderationforhowtohandle
whatemailandcalendaringservicestheyarereceiving.Thecommitteemakesnospecial
recommendationsabouthowthesestatuschangesshouldbehandledotherthantonotethemand
stressthatthegovernancecommitteeand/ortechnicaladvisoryboardsmustdeterminehowtoaddress
them.Thefivestatuschangesare:
x
x
x
x
x
undergraduatestudent>alumni
undergraduatestudent>staff
undergraduatestudent>graduatestudent
faculty,staff>retire
faculty,staff,graduatestudent>leaveuniversityotherthanbyretiring
16
Regardingalumniemail,thepreponderanceofreceivedfeedbackisthattheprimaryconcernwith
alumniissimplytohaveavalidemailaddressforthem,notthattheyhaveauniversitymailbox.In
particular,theAlumniAssociationspecificallystatedthisposition.
Thecommitteemakesthefollowingspecificrecommendationregardingaccountretirement:
1. Thegovernancecommitteemustdeterminehowtoaddresstheprovisioningofservicestousers
whoexperienceachangeintheirstatuswiththeuniversitythatchangeswhatemail/calendaring
serviceswouldnormallybeprovidedtothem.
ActiveDirectory
MicrosoftExchangehasseveralharddependenciesonActiveDirectory.Somedesignaspectsofthe
currentcampusActiveDirectoryhavebeenacontributingfactortoseveralunits,inparticularExtension,
implementingtheirownExchangeservice.ThefactthatUA,UIC,andUISareallcurrentlyrunningtheir
ownActiveDirectorydomainspresentsacomplicatingfactorfortherecommendationthatthenew
ExchangeserviceeventuallybemergedwiththeExchangeservicesoftheseotheruniversityentities.
ThecommitteemakesthefollowingspecificrecommendationregardingActiveDirectory:
1. AcampusefforttodesignanextgenerationActiveDirectorydomaininconjunctionwithUAhas
alreadybegun.Thecommitteestronglyrecommendsthatthiseffortbegivenahighpriorityand
theresourcesneededforittobecompletedsuccessfullywithadesignthatsupportsan
Exchange2010environmentthataccomplishesalloftherecommendationsinthisreport.
Delegation
DelegationisausefulfunctioninExchangethatallowsausertogiveanotherusertheabilitytoperform
somefunctionsasthem.Thisismostcommonlyusedtoallowanadministratortohavetheirassistants
managetheircalendarincludingschedulingandacceptingmeetingsontheirbehalf.Thereisanissue
withExchangethroughatleastversion2007(withitsstatusin2010unknown)thatpreventsUNIX/Linux
users,andpotentiallyMacusers,frombeingabletosetdelegates.Thetechnicalimplementationteam
mustcomeupwithalternatemeansforusersoftheseplatformstoperformthisfunction.Onesolution
currentlyinusebyafewunitsalreadyrunningExchangeistoprovideaWindowsTerminalServerfor
theseuserstotemporarilyusetheWindowsenvironment.Othersolutionsmayverywellexist,
however,andshouldbeactivelyexplored.
Thecommitteemakesthefollowingspecificrecommendationregardingdelegation:
1. Aninvestigationmustbedonetodeterminealternatetechnicalmeansforusersofnon
Windowssystemstosetdelegates.
17
ServiceCharacteristics
Interoperability
Theserviceshouldprimarilysupporttheuser'sabilitytoaccessandmanageemailandcalendaring
resourcesrelatedtotheirprimaryroleswiththeUniversity.Sinceemailandcalendaring(schedulingin
particular)facilitatescollaborationandsincethecurrentrecommendationputsundergraduatestudents
ondifferentsystemsthanfaculty,staff,andgraduatestudents,itisrecommendedwemaximizethe
interoperabilityoftheselectedsystems.Interoperabilityisalsoimportantforcollaborationamong
individualsfromotherinstitutions.Interoperabilitycanalsohelpscholarsandstaffsimplifythe
managementoftheiracademicandworkliveswhereitintersectswiththeirpersonallivesbyallowing
peopletoviewormanageresourcesforbothinamoreintegratedway.Inpracticalterms,theclients
usedbyourfacultyandstaff,forexampleOutlook,shouldbeabletoconnectwithandotherwiseaccess
theresourceswhichfacilitatecollaborationamongthosewhomaybeusingGoogleorMicrosoftLive
andviceversa.
Efficientschedulingisparticularlydependentuponinteroperability.Managingelectroniccalendarsand
free/busydataistimeintensivebutcriticaltoefficiency.Giventheexistenceofmanyspecialcase
schedulingsolutionsoncampus,itisrecommendedthatwecontinuetomonitortechnologiesfor
opportunitiestoincreasethevalueoftheserespectiveeffortsbymakingtheminteroperable.
Itisalsorecommendedthatthesolutionprovidegoodinteroperabilitywithotherrelatedtechnologies
thatfacilitatecollaborationsuchasInstantMessagingandsharedfilestorage.Therearealsoexisting
unitlevelapplicationsthatmayneedtobeintegratedoratleastsomeassistanceprovidedtounitsto
maketheirapplicationsworkwiththenewservice.ExamplesoftheseapplicationsincludeoneinLaw
forschedulingconferenceroomsandoneinMathforhandlingconferenceregistrations.
Accessibility
Thecommitteedidnotdoadetailedtechnicalevaluationofanytools.CITESdidconductabasic
accessibilityandusabilitystudy8ofExchange2007,Gmail,andZimbraduringFall2008.Allhadbasic
accessibilitysupport,thoughExchangewasonthelowerendoftheirtestingscale.Thecommittee’s
recommendationisforExchange2010whichhasnotyetbeenofficiallyreleased.Additionaltesting
shouldbeconductedonitpriortofinalimplementationasshouldupdatedtestingoftheGoogleand
Microsoftoutsourcedsolutionsforstudents.Thereareclientsthatcanbeusedwithallthreethatmay
provideahigherdegreeofaccessibilitythanthatprovidedinanyofthesebaseproducts(despitethe
beliefthatallareminimallycompliant).Somerecommendevaluationparametersinclude:
x
x
Evaluateemailandcalendaringcomponentsbothindependentlyandjointly.
Evaluatewebinterfaces,thickclients,andmobileclients.
SecurityandPrivacy
Securityand,inparticular,privacyconcernsareaconsiderationintheoverallrecommendation.Google
andMicrosoftbothhavelanguageintheircontractstoaddresstheprivacyofdataandthehandlingof
8
https://wiki.cites.uiuc.edu/wiki/download/attachments/26641972/EmailOutsourceEval.pdf
18
informationprotectedbylawssuchasFERPA.However,anumberoftheseprotectionsgoawayoncea
studentgraduates.GoogleandMicrosoft’smotivationforprovidingtheseservicesforfreeistogrow
theuserbaseoftheirservicesthatisreceivingads.Oncestudentsgraduate,theadsareenabled
(assumingthestudentsleavetheaccountsactive)andGoogle,atleast,doestargetedadvertisingbased
ondataminingofstudentsdata,andthatdatacouldincludeallemailthatastudentreceivedwhilestill
anundergrad.ItisnotclearwhattheriskistoindividualsortheuniversityifFERPAprotecteddataor
otherconfidential(e.g.NDAresearchdata)orothersensitiveinformationisminedbyGoogle.Thisisan
issueprimarilyofconcernforfaculty,staff,andmanygradstudentswhoaremorelikelytohavesuch
data.Anyfutureinitiativetopotentiallymovetheseusercommunitiestoanyoutsourcedemailservice
willneedtodoanindepthanalysisoftherelevantissuesandrisks.
Thefollowingtwoobservationsaboutemailsecuritywerediscoveredbythecommitteeinthecourseof
itswork:
x
x
InformationthatisprotectedbyHIPAAandothermorestringentlegalregulationsshouldnotbe
sentunencryptedviaemailregardlessofwhethertheemailissentto/fromanoncampusemail
addressoranoffcampusemailaddress.TheCollegeofMedicinehasanofficialpolicy
prohibitingtheuseofemailforanykindofpatientinformation.
Theoutsourcingofundergraduateemailwillremovetheabilitytotrackandverifydeliveryof
specificemailmessagestoparticularstudent'saccount.Afewcampusunitsdidindicateadesire
tobeabletodothis.However,basedonthefeedbackfromtheseunits,theneedarisesvery
infrequently(ontheorderofonceinmultipleyears).Oneunitalsonotedthatbeingableto
confirmdeliverytoanaccountdidnotprovedeliverytothestudentitwassentto.They
indicatedawarenessofcaseswhereroommatesandevenparentshadaccesstoastudent’s
emailanduseditinappropriately.Thecommitteebelievesthatitisacceptabletoformallylose
theabilitytodomessagedeliverytrackingtoundergradsduetotheinfrequencyofitbeing
neededandthemixedsuccessrateatbeingabletousetheinformationevenwhenobtained.
ReliabilityandAvailability
Fortheundergraduateserviceoptions,thecontractswithGoogleandMicrosoftdocumenttheservice
levelsthattheyintendtoprovide.Asfreeservicestheydonotguaranteetheseservicelevels.The
committeehasnosignificantconcernsaboutthelevelofservicethatthesecompaniesarecurrently
providing.
ThecampusExchangeservicewillbeamajorenterpriseservicewithanobviousmandatetobehighly
reliable.Thedetailsondoingthatarelefttotheimplementationteam.Thereareneedsoncampusfor
ahigherlevelofavailabilitythanarecurrentlyprovided.Theextendedfullcampuspoweroutageon
March8,2009highlightedtwoexamples.First,theF&Sdispatchsystemfortechnicalstaffistiedinto
theirexistingExchangeserver.ItisprotectedbybothaUPSandageneratorandstayedupduringthe
entireoutage.Thiswascriticalasitistheirprimarymeansofgettingstafftolocationsoncampusthey
areneededtoaddressissues.Second,asofSpring2009over75%offacultyandstaffhadonlytheir
campusemailaccountregisteredinthecampusemergencynotificationsystem(ENS).Becausemost
campusemailserviceswereofflineduringthepoweroutage,thismeansthatalargepercentageof
19
faculty/staffneversawtheENSnoticesthatweresentoutduringthatoutageuntilwellafterpowerhad
beenrestored.
Thecommitteeisawareofactiveworktocreatedatacenterspacethatwouldprovidethenecessary
levelofavailability.Thecommitteestronglyurgesthattheseothereffortsbegiventheresources
neededtoensuretheirsuccessfulcompletion.
AdditionalRecommendations
CampusPolicyDiscussionRecommendations
Thecommitteeidentifiedthreepolicyissuesthatitbelievesneedtobeformallydiscussedforpotential
formalizationasofficialcampuspolicy.Thefirstoftheseisespeciallynotedasitisalreadyoftentreated
asadefactocampuspolicy.
1. Discussformalestablishmentof@illinois.eduastheofficialcampusemailaddressand
documentusersresponsibilitiesformonitoringandrespondingtomessagessenttothisaddress.
2. Discusstheuseofoffcampusemailservices,otherthanthosecampuscontractswith,and
addressesforofficialuniversitybusinessordiscussionsbyfaculty,staff,andstudents
a. OnesetofconcernsinvolvesFERPA,HIPAA,andotherlegalissues.Documentsofa
sensitivebutnotlegallyprotectednatureshouldalsobeconsidered.
b. Anotherconcernistheabilitytoadequatelyidentifythesenderofamessage(e.g.an
undergradstudentemailingafacultymemberabouttheirgradefrom
Imagreatstudent@yahoo.com).
GovernanceCommitteeRecommendedActionItems
Thefollowinglistincludesitemsthatwerenotedelsewhereinthereportplussomeadditional
recommendationsthatareonlylistedhere.
EmailServiceParametersIssues
x Thegovernancecommitteeandtechnicaladvisoryboardsshouldreviewthedefaultquotas
annuallyandrecommendincreasesasnecessarytoensurethatmostusersdonothittheirlimit.
x Thegovernancecommitteeshoulddefinegroupsofspecialuserswhomayneedlargerdefault
quotasthanthecommonstandards(e.g.deans,departmentheads).
x Thegovernancecommitteeshouldcreateaspecificpolicyonallowedsharedmailboxesandbe
thefinalarbitrarofthevalidityofanysharedmailboxrequest.Allsharedmailboxesallowedby
policyshouldbeprovidedatnochargetounits.Achargeshouldbedeterminedforshared
mailboxesthatfalloutsideofthecreatedpolicy.
20
x
x
x
x
Thegovernancecommitteeshoulddeterminepolicyfordealingwithuserswhochangetheir
affiliationstatuswiththeuniversitywherethechangechangesthetypeofemail/calendaring
servicethatwouldnormallybeprovidedtothem.Thereareatleastfivesuchstatuschange
conditionsthatmustbeaddressed:
o undergraduatestudent>alumni
o undergraduatestudent>staff
o undergraduatestudent>graduatestudent
o faculty,staff>retire
o faculty,staff,graduatestudent>leaveuniversityotherthanbyretiring
Thegovernancecommitteeshoulddeterminetheconditionsunderwhichsomeusersshouldbe
providedwithadifferentservicethanisthedefaultfortheiruserclass.Forexample,some
groupsofprofessionalstudents,whotypicallyneverreceiveassistantshipsandthusneverhave
astatussimilartostaffmembers,maymakemoresensetotreatasundergraduatestudentsin
termsoftheemail/calendaringservicetheyareprovidedwith.Theremayalsobesomecases
whereundergraduatesarefrequentlyworkingwithsensitivedataandmayneedtodefaultto
beingtreatedlikestaff.Overallthisissueneedsfurtherinvestigation.Lawisasuggested
startingpointforevaluatingtheprofessionalstudentissue.AppliedHealthSciencesisa
suggestedstartingpointforevaluatingtheundergraduatestudentissue.
Thisrecommendationdoesnotspecificallyaddressprovidinganyusercommunitywith
permanentemailaddresses(i.e.onesthatfunctionevenonceapersonleavestheuniversity).
FeedbackfromtheAlumniAssociationandothersindicatesthattheprimaryconcernfor
advancementstaffisnowsimplyhavingavalidemailaddressavailableforalumni,notwith
themhavinganemailaddressedtiedtotheuniversity.Nonetheless,nofirmrecommendationis
providedastowhetherpermanentemailaddressesmayormaynotbeneededordesiredin
somecircumstances.Assuch,thegovernancecommitteeshouldworktoaddressacurrent
majorlimitingfactorinprovidingpermanentaddresses:the8characterlengthlimitonNetIDs.
Thereareatleasttwowaysforthisissuetobeaddressed.First,increasethemaximumlength
ofNetIDs.Second,disconnectNetIDsfromemailaddresses.
Thegovernancecommitteeshoulddofurtherevaluationofpotentialneedsforproviding
archivingasaserviceoptionforemail.Thegovernancecommitteeshouldalsooverseean
evaluationoftechnicalmeansforimplementingarchivingservices,whetherforallusersor
selectedusersbasedontargetedusecases.
NotethatthecommitteediddiscussemailarchivingwithJoanneKaczmarek,theUniversity
ArchivistforElectronicRecords,andalsoSteveAnderson,theUniversityCounselwhotypically
handlesITissues.Itwasclearfromthosediscussionsthatarchivingneedstohavemore
attentionpaidtoit.However,itwasalsoclearthattherearemanypolicyandlegalissues
involvedbeyondjusttechnicalissues.Thecomplexityoftheissues,combinedwithnourgent
needtoimplementasolution,ledtotherecommendationtosimplychargethegovernance
committeewithexploringarchivingfurther.
21
CalendarServiceParametersIssues
x Thegovernancecommittee,inconjunctionwiththetechnicaladvisoryboards,shoulddetermine
astandardsetoftypesthatthesecalendarswillbeorganizedby.Typesrecommendedfor
considerationinclude“conferenceroom”,“projector”,“conferenceroom”,and“parkingspace”.
x Thegovernancecommitteeshouldactivelyexplorecreatingastandardnamingschemefor
conferencerooms.Thisisintendedtofacilitatecampususerslocatingthecalendarforthe
specificroomstheyareinterestedin.F&Shasaimplementedaschemeandisasuggested
startingpoint.
x Thegovernancecommitteeshoulddeterminewhateventsshouldbeprovidedascalendarsina
formatthatindividualscanimportintotheirpersonalcalendars(Exchange,GoogleApps,and/or
MicrosoftLive).Thetechnicaladvisoryboardsshouldoverseetheimplementationofthese
calendars.
x Thegovernancecommitteeshouldinvestigatewhethersomeeventcalendarsshouldbe
implementedasExchange,GoogleApps,and/orMicrosoftLivecalendarseitherasa
replacementfor,orinadditionto,acampusWebtoolscalendar.
OverallServiceMonitoringIssues
x ThereissomeconcernoverthelongtermviabilityoftheGoogleandMicrosoftfreeservices.
Thegovernancecommitteeshouldregularlymonitortheseservicesandotheractivityinthis
spaceandwhatotheroptionsmaybecomeavailable.Adjustmentsshouldberecommendedas
necessarytowhatservicesstudentsareprovidedwith.
x Thegovernancecommitteeshouldevaluatetheoverallemailandcalendaringserviceseachyear
incontextofwhatotherserviceofferingsarenowavailabletocampus.Aquestiontoregularly
askisifemail(inparticular)hasfinallygottentothepointwhereitcanbetreatedlikephone
numbersandpostaladdresses:justassumethateveryonehasthemandyoucanusewhatthey
providewithoutworryingaboutwhetheritwillworkornot.Aregularevaluationshouldbe
madeastowhetherthetimehascometostopprovidinganyemail/calendaringservicesto
campususersortoatleastmoveallemail/calendaringservices(i.e.thoseprovidedto
faculty/staff)toanoutsourcedprovider.
x Thegovernancecommitteewillneedtoaddressadesirethatsomegradstudents,faculty,and
staffaregoingtohavetoalsouseGoogleand/orMicrosoftLive@edu.Giventhenumberof
applicationstheseserviceshavebeyondemailandcalendaringtherewillalmostcertainlyend
upbeinglegitimatereasonsforthemwanting/needingtheseaccounts.
OtherToolsandFunctionalityEnhancementstoEvaluate
Thissectiondocumentsanumberofadditionalgoodideasforserviceenhancementsthatcameup
duringthecommittee’swork.Allareatleastperipherallyrelatedtothecommittee’schargebutdidnot
fitintoitsprimaryrecommendations.Mostarenotedasitemstobeevaluatedbyfollowoncommittees
orworkinggroups.
1. Conductathoroughevaluationofcollaborationtoolsbeyondemailandcalendaring.Whatis
available?Whatisprojectedtobeavailable?Whatarethecampusneedsthatthesecan
22
2.
3.
4.
5.
6.
7.
potentiallyaddress?Whataretheaudiencesthatmaybenefitfromvarioustools?The
additionaltoolsthatarepartoftheGoogleAppsforEducationsuiteareonedriverfor
conductingsuchanevaluation.ToolsandservicessuchasSkype,Facebook,andSecondLife
alsofallintothebroadcategoryof“collaborationtools”.Twosuggestedstartingpointsforthis
effortareaJuly2007reportfromBerkeley9andanAugust2008EDUCAUSELearningInitiative
report10.
Evaluatethepotentialvalueofcreatingasystemthatfacilitatesundergraduatestudents
schedulingmeetingswithadvisors(whetheratthedepartment,college,orcampuslevel).
Potentialfeaturesofsuchasysteminclude:
a. Allowingadvisorstospecifyblocksoftimethataremanagedbythesystemwiththe
systemautoupdatingtheirpersonalcalendarswithscheduledappointments.
b. Allowingofficeswithmultipleadvisorstohavemultipleslotsavailableforanygiventime
slotandallowingthesystemtodistributemeetingsbetweenadvisors.
c. Allowingstudentstomakeappointmentsatanytimeofthedayorweek.
d. Providingstudentswiththemeansofdownloadingappointmentstotheircalendars.
Evaluateplacestoenabletheabilityforeventsandactivitiestobepushedautomaticallyto
studentcalendarsoreasilypulledintostudentscalendarsbythestudentsthemselves.
Examplesincludeclassschedules,campussportingevents,andstudentorganizationevents.
ExploreofficiallysupportingDoodle11,afreeonlineschedulingtool.Doodleisalreadybeing
usedquiteextensivelyoncampus.TheprimarycurrentdisadvantageofDoodleisthatall
availabilityinformationmustbemanuallyentered.Itdoes,however,offertwoadvantagesover
anyintegratedsystem.First,ithasnodependenciesonwhatindividualusersusetomanage
theircalendars.ThosestillusingpapercalendarscanuseDoodle.Second,itcanalsobeusedto
includeindividualswhoarenotpartofthecampuscommunity.
Exploreprovidingadditionalsupportforeventplanning,inparticularregistration.Exchangeand
otheremail/calendaringsystemscanhandlesmalleventsbutadditionalfunctionalitybecomes
usefulasthesizeofaneventgrowsandincaseswhereoffcampuspeopleareinvolved.
Campusdidhaveanarrangementatonepointwithacommercialsolution,CVENT12.However,
asearchofcampusanduniversitywebsitesrevealednoinformationaboutanycurrent
agreementwiththiscompany.Ifanarrangementdoesexist,itshouldbebetterdocumented.
TheProvostResourceUseAdvisoryBoardhasbeenexploringpossibilitiesforcreatingacampus
(oruniversity)wideacademicvacation/sickleavereportingsystem.Ifsuchasystemwereever
tobedeployed,somelevelofintegrationwithindividual’selectroniccalendarsmaybeuseful.
Manyunitsstillhaveunitlevelmailaliases,basicdistributionlists,andmailinglistservers.A
projectshouldbeinitiatedtodeterminethefeasibilityofenhancingthecurrentcampuslevel
services(mailrelays,listserv.illinois.edu)toallowunitstotransitionthisfunctionalitytoa
centralservice.
9
http://dsblog.berkeley.edu/dataservices/2007/06/25/CCTPI%20report%2020070709.pdf
10
http://net.educause.edu/ir/library/pdf/ELI3020.pdf
11
12
http://www.doodle.com/
http://www.cvent.com/
23
MicrosoftCampusAgreement
ThereisanactivecampusdiscussionaboutpurchasingaMicrosoftCampusAgreement(CA)tocoverall
ofcampusforatleastfaculty,staff,andgraduateassistants.Thereisanoptiontohaveitcoverall
graduatestudents,notjustthosewithassistantships.ACAisasitelicensethatwouldprovideWindows,
Office,andanumberofapplicationlicensesforeveryonethatisincludedintheagreement.Itwouldbe
extremelyusefulifallfaculty,staff,andgraduatestudentswhoareontheExchangeservicehad
guaranteedaccesstotheMicrosoftOutlookandMicrosoftEntourageclientapplications.ACAwould
alsocoverpartoftheenduserlicensesrequiredfortheExchangeservice(specificallyanExchange
StandardCAL).
Appendices
CommitteeCharge
ChuckThompson,AssistantDean,CollegeofEngineering(chair)
BillGoodman,AssistantDeanforAdministrationandTechnology,CollegeofAppliedHeathSciences
PaulHixson,AssistantDean,CollegeofAgricultural,Consumer,andEnvironmentalSciences
CraigJackson,DirectorofATLAS,CollegeofLiberalArtsandSciences
RyanThomas,DirectorofInformationTechnology,CollegeofEducation
AlexBreen,ActingDirector,CITESDepartmentalServices
KellyBridgewater,CustomerRelationsCoordinator,OfficeoftheCIO
RandyCetin,ExecutiveProgramOfficerforITResourceCoordination,OfficeoftheCIO
ThecurrentCITESOracleCalendarservicewillberetiredbeforethestartoftheFall2009semesterand
willbereplaced,atleastinitially,bytheCITESExchangeService.ThecurrentCITESExpressEmailservice
willberetiredbeforethestartoftheFall2010semester.Theprimarychargeofthiscommitteeisto
recommendwhatthereplacementsforeachoftheseservicesshouldbe.Theserecommendations
shouldincludewhatthebaseentitlementsforemailandcalendaringshouldbeforfaculty,staffand
studentsoftheUniversityofIllinoisatUrbanaChampaign.
ThecommitteewillexploreallavailableoptionsincludingexpansionoftheexistingCITESExchange
Service,implementationofsomeotheroncampusservices(e.g.Zimbra),andoutsourcingtoproviders
suchasGoogle,Microsoft,orYahoo.Thecommitteemustkeepstronglyinmindthatwhateveris
proposedmustbe,atworse,essentiallycostneutralcomparedtothecurrentservices.Additionally,
whateverisrecommendedmustbeabletobeimplemented,andusersmigratedover,beforethe
existingservicesareretired.
AfinalsetofrecommendationsshouldbemadenolaterthanMarch27,2009,withaninterimreportby
February13,2009.Notethatthesedateswereselectedrelativetothedeadlinesforputtingitemson
theagendafortheMarch11andMay21BoardofTrusteemeetings.
Duetothecompressedtimeframeforimplementingreplacementservices,anumberoftechnical
committeeswillbeconvenedconcurrentwiththiscommittee.Thesetechnicalcommitteeswillworkon
24
detailsofthemorelikelyimplementationoptions.Thiscommitteeshouldinteractwiththeseadditional
groupsasnecessaryeitherforinputortorefinetheirefforts.
SummaryofQuestionstobeAnswered
1)Whatemailandcalendaringservice(s)(ifany)shouldbeprovidedtofacultyandstaffasofthestartof
theFall2010semester?
2)Whatemailandcalendaringservice(s)(ifany)shouldbeprovidedtoundergraduatestudentsasofthe
startoftheFall2010semester?
3)Whatemailandcalendaringservice(s)(ifany)shouldbeprovidedtograduatestudentsasofthestart
oftheFall2010semester?
SallyJackson,CIOandAssociateProvost
CommitteeActivities
ProjectAnnouncement
Theprojectwasannouncedtocampusbyanoteinthefaculty/staffeweekbulletinandbymassmail
messagestoeveryoneoncampus.Apublicwebsitewithinformationabouttheprojectwascreatedat
http://illinois.edu/goto/emailcalendaring.
CommitteeMeetings
Thecommitteemet13timesbetweenJanuary27,2009andMay27,2009.Fourofthemeetinghad
invitedgueststoprovidebriefingstothecommittee.Theseguestsincluded:
x
x
x
x
x
JoanneKaczmarek,UniversityArchivistforElectronicRecords
MikeCorn,ChiefPrivacyandSecurityOfficer
SteveAnderson,AssociateUniversityCounsel
HelenZhang,AssociateDirectorforAdministrationandPlanning(CITES)
DougFein,TechnicalProgramManager(NCSA)
FeedbackMechanisms
Anemailaddress,emailcalendaringfeedback@listserv.illinois.edu,wascreatedandadvertisedasa
meansforthecampuscommunitytoprovideinput.Atotalof25messagesweresenttothisalias.A
wikipagewascreatedathttps://wiki.cites.uiuc.edu/wiki/display/emailcalendaring/Feedbackforusers
topostfeedback.Atotalof13commentswerepostedtothispage.Aseriesoftownhallmeetingsand
meetingswithindividualunitswerealsoscheduled.
25
TownHalls
FourtownhallmeetingswereheldduringFebruary2009toprovideinpersonopportunitiesforfaculty,
staff,andstudentstoprovidefeedback.Thesewereannouncedbymassmailmessagestocampus.
x
x
x
x
February16,2009:GraduateStudents
February18,2009:Faculty/Staff
February23,2009:UndergraduateStudents
February25,2009:Faculty/Staff
Theattendanceatthestudenttownhallswasextremelypoor(threegradstudents,oneundergrad).
Eachfaculty/stafftownhallhad2030peoplepresentwiththeoverwhelmingmajoritybeingITstaff.
TheonlyfacultyinattendancewereoneswhoarealsoITstaffoncampus.
UnitMeetings
Invitationsweresenttoallmajorunitsoncampuswithanoffertomeetinpersonanddiscusstheir
specificemailandcalendaringneeds.ThesemeetingswereattendedbyChuckThompson(committee
chair),KellyBridgewater(committeemember),andKarenAthyPenrose(CITESprojectmanager
assignedtoemail/calendaringproject).7of17collegesacceptedtheinvitationasdid8of16
administrativeunits.Notethat4ofthe10collegesthatdidnotacceptwererepresentedbymembers
ofthecommitteeandafifthprovidedwrittenfeedback.Theunitsmetwithare:
x
x
x
AppliedHealthSciences,GeneralStudies,Law,GSLIS,Media,Medicine,VetMed
Library,UndergraduateAdmissions,Registrar,F&S
PublicAffairs,AlumniAssociation,Athletics,AITS
Survey
AsurveywaspreparedbythecommitteewithgenerousassistancefromMaryaliceWuandDawn
OwensNicholsonoftheATLASSurveyResearchServicesgroup.Thesurveywasconductedbetween
March20,2009andApril3,2009.ItwassenttoastratifiedrandomsampleofUniversityofIllinois
faculty,civilservicestaff,academicprofessionalstaff,andstudentsontheUrbanaChampaigncampus.
Followupmessagesweresenttoencouragecompletion.
Thesurveywassenttoatotalof5,609individualsandhadaresponserateof33%.Themarginoferror
was1.23%witha95%levelofconfidence.Respondentswereaskedquestionsabouttheirpreferred
computeroperatingsystems,webbrowsers,emailclients,electroniccalendaringsystems,andsocial
networkwebsites.Additionallyrespondentswereaskedaboutwhichemailandcalendarfeaturesare
mostimportanttothem.
Thefinalresultsofthesurveyarepostedathttp://illinois.edu/goto/emailcalendaring.
PreliminaryRecommendations
AsetofguidingprinciplesandpreliminarymajorrecommendationswerepubliclypostedonApril22,
2009tohttp://illinois.edu/goto/emailcalendaring.Nogeneralannouncementwasmadeabouttheir
26
availability.AnotewassenttotheCouncilofAcademicCIOsaskingthemtoannouncetheavailabilityof
thisinformationwithintheirunits.Atotalof33commentswerepostedtotherecommendationspage.
UserCounts
ThecountsinthefollowingtablesaretakenfromtheUniversity’s2009PocketFactsbookat
http://www.uillinois.edu/our/publications/pdfs/PocketFacts09.pdf.Thehighlightedlinerepresentsthe
usercountforwhatthecommitteeisrecommendingfortheinitialimplementation.
SystemWideCounts
ThefacultyandstaffcountsareFTE,notheadcount.Thediscrepancybetweenthe“CampusTotals”and
“SummaryTotals”forfacultyandstaffareprimarilyduetoUAandGlobalCampusemployeesnotbeing
includedinthecampustotals.
Campus
Urbana
Chicago
Springfield
CampusTotals:
SummaryTotals:
Undergrad
31173
15648
2044
48865
48865
Grad
9174
7080
1012
17266
17266
Professional
1032
2515
2860
6407
6407
Faculty
3015
2457
247
5719
5726
Admin/Prof
3984
3858
225
8067
8953
Support
4628
5322
297
10247
10646
ScenarioCounts
Eveninanoutsourcingscenario,somepercentageofstudentsmayneedtobegivenaccountsonthe
campussystems.Forundergrads,1%oftherelevantpopulationisassumedtoneedaccounts.Forthe
scenarioswheregradstudentsarenotgivenaccounts,5%oftherelevantpopulationisassumedtoneed
accounts.TheretiredcountshownisfortheUrbanacampusonly.
Scenario
UCfaculty/staff
UCfaculty/staff/grad/prof
Systemfaculty/staff
Systemfaculty/staff/grad
Systemfaculty/staff/grad/prof
Grad
459
9174
863
17266
17266
Prof Faculty Staff Retiree Undergrad
52
3503
8798
1313
310
1032 3503
8798
1313
310
320
6347 19653 1313
490
320
6347 19653 1313
490
6407 6347 19653 1313
490
Total
14434
24130
28987
45389
51746
Costing
Thecommitteedidnotperformanindepthreviewofpotentialservicecosts.Therearethreepoints
relatedtothecostoftherecommendedservicethatwereobservedbythecommitteeduringitswork:
1. TheGoogleandMicrosoftoutsourcedsolutionsdonot,themselves,costanything.Therewill,
however,betransitioncostsformigratingtothesesolutions(e.g.traininghelpdeskstaffto
supportthenewservices).
27
2. ThecommitteedidreceiveabriefingonaninternalCITEScostanalysisbetweenMicrosoft
ExchangeandZimbra.ThisanalysisshowedExchangecostinglessthanZimbraforacampus
deployment.Thisanalysiswascompletedbeforethecommitteebeganitsworkandwasbased
onanumberofassumptionsabouttheparametersforanewservicethatdonotmatchexactly
thosebeingrecommendedbythecommittee.ThecommitteedidmeetwithNCSAabouttheir
Zimbrainstallation.TheirroughcostparameterswereinlinewiththoseusedintheCITES
study.ThecommitteebelievesthatthetransitioncoststoZimbrawillbefarhigherthanfor
ExchangeduetotheveryhighexistingusageofExchangeoncampus.
3. ThecommitteemetwithAT&TanddiscussedtheirhostedExchangeservice.AT&Twasgiven
detailsontheprojectedsizeofthenewcampusserviceandusedthisinformationtoprovidea
roughorderofmagnitudecostestimateforhostingtheservice.Theprovidedcostswerewell
outsidetherealmoffeasibility,withthemonthlycostbeingclosetowhatCITEShasbeen
spendingonanannualbasisforthecurrentemail/calendaringservicestheyprovide.
EmailandCalendaringProductReferences
x
x
x
x
x
MicrosoftExchangehttp://www.microsoft.com/exchange/
Zimbrahttp://www.zimbra.com/products/
Mirapointhttp://mirapoint.com/products/message_server.php
GoogleAppsforEducationhttp://www.google.com/a/edu/
MicrosoftLive@eduhttp://www.microsoft.com/liveatedu/
CompendiumofRecommendations
Thefollowingisalistofthespecificdetailedrecommendationsthatareincludeinthe“Primary
Recommendations”sectionreportaftertheinitialprimaryrecommendationssummary.
1. Thedefaultquotaforfaculty/staffshouldbeatleast5GB.Thedefaultquotaforallothers
shouldbeatleast2GB.
2. Thegovernancecommitteeandtechnicaladvisoryboardsshouldreviewthedefaultquotas
annuallyandrecommendincreasesasnecessarytoensurethatmostusersdonothittheirlimit.
3. Amechanismmustbecreatedtoallowallusersoftheservicetopurchaseadditionalquota.
Thismechanismshouldtakeintoaccountpotentialannualincreasesinthebasequotas.
4. Thegovernancecommitteeshoulddefinegroupsofspecialuserswhomayneedlargerdefault
quotasthanthecommonstandards(e.g.deans,departmentheads).
5. Thecurrentcampusmaximummessagesizelimitof65MBissufficientandshouldbekept.
6. Unitsshouldbeprovidedwithsharedmailboxesatnochargeforanybusinessfunctionthatis
handledbymultiplepeopleorthatisstronglyassociatedwithaparticularoffice(e.g.
business@unit.illinois.edu).“Unit”mayincludestudentgroupswhoshouldbeprovisionedwith
sharedmailboxesontheGoogleAppsorMicrosoftLiveservicesratherthanthecampus
Exchangeservice.
28
7. Thegovernancecommitteeshouldcreateaspecificpolicyonallowedsharedmailboxesandbe
thefinalarbitrarofthevalidityofanysharedmailboxrequest.Allsharedmailboxesallowedby
policyshouldbeprovidedatnochargetounits.Achargeshouldbedeterminedforshared
mailboxesthatfalloutsideofthecreatedpolicy.
8. Resourcecalendarsshouldbeprovidedatnochargetounitsforroomsandequipment.
9. Thegovernancecommittee,inconjunctionwiththetechnicaladvisoryboards,shoulddetermine
astandardsetoftypesthatthesecalendarswillbeorganizedby.Typesrecommendedfor
considerationinclude“conferenceroom”,“projector”,“conferenceroom”,and“parkingspace”.
10. Thegovernancecommitteeshouldactivelyexplorecreatingastandardnamingschemefor
conferencerooms.Thisisintendedtofacilitatecampususerslocatingthecalendarforthe
specificroomstheyareinterestedin.F&Shasaimplementedaschemeandisasuggested
startingpoint.
11. Documentationshouldbedevelopedtoeducatecampususersonhowtouseresource
calendarsand,inparticular,theautomaticschedulingmanagementfunctionalitythatExchange
hasforthesetypesofcalendars.
12. Thegovernancecommitteeshoulddeterminewhateventsshouldbeprovidedascalendarsina
formatthatindividualscanimportintotheirpersonalcalendars(Exchange,GoogleApps,and/or
MicrosoftLive).Thetechnicaladvisoryboardsshouldoverseetheimplementationofthese
calendars.
13. Thegovernancecommitteeshouldinvestigatewhethersomeeventcalendarsshouldbe
implementedasExchange,GoogleApps,and/orMicrosoftLivecalendarseitherasa
replacementfor,orinadditionto,acampusWebtoolscalendar.
14. ThenewservicemustbebasedonExchange2010.TheExchange2010release,dueoutinlate
2009,isthefirstExchangereleasetohaveawebinterfacethatfullysupportsbrowsersother
thanIE(and,byextension,OS’sotherthanWindows).Thisiscriticalgiventhesignificantusage
ofOSXoncampus.ItwillalsoprovidesupportforplatformsotherthanWindowsandOSX
(mostnotablyLinux).
15. TheBlackBerryEnterpriseServershouldbeapartofthesubsidizedservice.Inaddition,the
necessaryclientlicense(currently~$60percopy)shouldbeprovidedtofacultyandstaffatno
charge.Allotherusersoftheserviceshouldberequiredtopayfortheclientlicense.
16. FulldocumentationandsupportshouldbeprovidedformobileusersusingBlackBerry,iPhone,
andWindowsMobiledevices.
17. ConductatechnicalevaluationastothefeasibilityofmassmigratingstudentemailfromCITES
ExpresstotheGoogleandMicrosoftoutsourcedservices.
18. Createapublishedtransitionplanthatannounceswhenallstudentaccountsmustbemigrated
offofCITESExpress.
19. ProvidedocumentationforstudentstomigratetheirownemailtothenewservicesfromCITES
ExpressaswellasgenericIMAPenabledservices.
20. CreateanintegratedaccountmanagementtoolforstudentstoactivatetheirGoogleand/or
Microsoftaccountsandtosettheir@illinois.eduaddress.
29
21. CITESHelpdeskshoulddevelopnewproceduresanddocumentationasnecessarytosupport
theseoutsourcedservices.Theirsupportshouldbeintegratedwiththatprovidedbythe
vendors.
22. MassmigrationsofusersemailfromthecurrentCITESExpressandCITESExchangeservicesto
thenewcampusExchangeservicemustbedone.
23. Tools,processes,andproceduresmustbedevelopedtofacilitateadministratorsofmajor
existingunitlevelemailservicesmassmigratingtheiruserstothenewExchangeservice.
24. DocumentationmustbeprovidedtofacilitateusersmigratingtheirownemailfromCITES
ExpressoranygenericIMAPenabledemailservice.
25. Documentationmustbeprovidedforhowtoconfigureandusemajoremailclientswiththenew
Exchangeservice.
26. Documentationmustbeprovidedonhowtomigratelocallystoredemailtotheservice.Tools
mayalsoneedtobeprovidedtoconvertemailstoredinnonstandardformats.
27. Addressbooksandfilteringrulesshouldbeautomaticallymigratedtothelargestextent
possible.Documentationonhowtorecreatetheseitemsinthenewservicewillberequired
regardlessofwhattoolsareidentifiedtodothismigration.
28. DocumentationandCITESHelpdeskassistancemustbeprovidedonhowtoreconfiguremobile
devicestousetheservice.
29. MassmigrationsofuserandresourcecalendarsfromthecurrentCITESOracleCalendarand
CITESExchangeservicestothenewcampusExchangeservicemustbedone.
30. Tools,processes,andproceduresmustbedevelopedtofacilitateadministratorsofmajor
existingunitlevelcalendarservicesmassmigratingtheiruserstothenewExchangeservice.
31. TrainingmustbeprovidedonhowtousecalendaringinExchangewithaninitialfocusonusers
whoarecomingfromothercalendaringservices.
32. Forapproximatelythefirstyearofthetransition,providefreeCITESFAST3trainingforendusers
ontheuseofthemostemail/calendaringclients.
33. Campusadministrationshouldstronglyencourageunitstoallowstafftoattendeithercampus
orunitprovidedtraining.
34. Freeenduseronlinetrainingshouldbeprovidedonanongoingbasis.
35. TrainingcoursesshouldbeprovidedforcampusITstaffonhowtosupporttheirendusers,
includingtrainingthemtoprovidetrainingtheirendusers.
36. UnitITstaffmustbeprovidedwithasetoftoolstoallowthemtoperformbasicaccount
administrationandtroubleshooting.Thisincludesprovidingtheabilitytounlockaccounts,
managequotas,createresourcemailboxesandcalendars,andcreatedistributionlists.
37. Thegovernancecommitteemustdeterminehowtoaddresstheprovisioningofservicestousers
whoexperienceachangeintheirstatuswiththeuniversitythatchangeswhatemail/calendaring
serviceswouldnormallybeprovidedtothem.
38. AcampusefforttodesignanextgenerationActiveDirectorydomaininconjunctionwithUAhas
alreadybegun.Thecommitteestronglyrecommendsthatthiseffortbegivenahighpriorityand
theresourcesneededforittobecompletedsuccessfullywithadesignthatsupportsan
Exchange2010environmentthataccomplishesalloftherecommendationsinthisreport.
30
39. Aninvestigationmustbedonetodeterminealternatetechnicalmeansforusersofnon
Windowssystemstosetdelegates.
40. ConductaccessibilitytestingofExchange2010andtheGoogleandMicrosoftoutsourced
solutionsandevaluateadditionalclientsthatmaybeusefultoprovidewithuseofthese
services.Emailandcalendaringcomponentsoftheservicesshouldbeevaluatedboth
independentlyandjointly.Webinterfaces,thinkclients,andmobileclientsshouldbetest.
31