Managing Public Access
Computers
Best Practices
Lori Bowen Ayre
LBAyre@galecia.com
2006
Agenda
Role of Public Access Computing in the
library
 Configuration and Management
 Computer Life Cycle: purchasing and
retiring your computers
 Staffing and Budgeting

Getting to Know You
Name
 Library
 # of Public Access Computers
 # of IT staff
 Your role with the PACs

Role of Public Access
Computing in the Library
Who are using the Public
Access Computers in the
library and what are they
doing?
Top Ten Uses of Library Computers
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
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
What is the library’s role in
computer and information
literacy?
What Does It Take to Have An Ideal
Public Access Computing Environment?

Library open enough hours and
adequate number of PCs available

PCs configured and managed for
public access

Staff trained and available
Library and PCs Available

Library open enough hours

PACs always available during open hours

Enough computers to serve your
population

Provide wireless Internet access for people
with laptops

inexpensive way to increase Internet and OPAC
access
PCs Configured and Managed for
Public Access
 Minimally
restrict workstations but
protect patron and library
 Make
PCs as much like a regular PC
as possible
 Make
 Keep
system easily recoverable
systems standardized and
current
Staff Trained and Available

Have trained technical support staff
available at all times

Reinforce need for core computer
competencies among all staff who
work with the public

Provide technology training programs
for public
Best Practice
Library computers should serve as
tools for accessing digital
information and for increasing the
user’s computer literacy
Exercise 1
Evaluating Public Access
Computing at Your Library
Configuration and
Management
Library Users Should be Able to…

Use the Internet








download documents or forms
use Web-based email
Access electronic library resources
Use productivity applications
Access right-click menus
View and access files from a CD
Save to or access files from a USB storage
device
Change


screen resolution and contrast
sensitivity of mouse and size of cursor
Users Should NOT Be Able To
Access…

Files on the library’s network

Files on the local computer other than the files in
My Documents

A file from an external device without the file
being virus scanned

Any information from a previous user
Configuration Styles

Fort Knox.




Loosey Goosey…




no right clicking
certain menu items hidden
cannot save files or use external drives
items inconsistently disabled
may or may not be secure
privacy issues
Ideal for All!


no features disabled
reboot sets everything back to square one
Fort Knox




Often the work of skilled technicians who don’t
get useful feedback from staff working with the
users
Computers stay functional 99.99%, but patrons
cannot do anything considered “risky”
Patrons can’t do things they expect to be able to
do, so their computer experience not “real world”
Usually locked down to avoid problems for tech
staff but doesn’t necessarily protect users
Loosey Goosey…
Happens when technicians are not skilled
enough or not given enough time to do a
good job
 Items are inconsistently locked down so it
is annoying to patrons



e.g., one can right-click in one program but
not another
Privacy usually not adequately protected
Ideal For All!

Virus scanning software protects computer
and network

Drive protection software protects the hard
drive configuration


configuration is restored upon reboot

user can change things during their session, but
changes are erased upon reboot
Time and session management software
avoids fist-fights with other users
Ideal Configuration Steps
1.
Install the OS and patches
2.
Identify and remove unwanted features
3.
Install all necessary hardware and software and resolve
conflicts this creates
4.
Tweak the OS and apps to optimize user experience
5.
Test with staff and adjust based on feedback
6.
Save it to an image so system can be easily duplicated
and recovered
7.
Roll-out images to other systems
8.
Train staff in system recovery and basic troubleshooting
(three hours)
Cloning (and Profiles)

What is Cloning?




Benefits



saves time for setup
eliminates the need to troubleshoot
Products that can be used for cloning


duplicating a desktop configuration from one computer
to another
“network profiles” accomplish the same goal
requires identical hardware platform
Ghost and PartitionMagic
Most libraries have several “images” to support
Comparison of Setup Time: Pay Now
Setup Time Expertise
Needed
How
Computers
2-5 are
setup
Right
9 hours
Engineer at Ghosted
$100/hour (half hour
each – 3
hours)
Wrong
5 hours
Technician
at
$50/hour
Cost to
setup 5
Computers
$1200
Installed
$1050
by hand (4
hours each
– 16 hours)
Comparison of Maintenance Time:
Pay Later
Maintenance Expertise
Time/Year
Needed
How Most
Problems
are Fixed
Cost to
Setup 5
Computers
Right
4 hours
Technician Re-image
at
(30
$50/hour minutes)
$ 200
Wrong
20 hours
Engineer
Try to
at
figure out
$100/hour what went
wrong
$2000
Benefits of “Doing it Right”

Fewer problems because adequate testing has
been done up front



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



configuration satisfies users’ needs
programs play nicely together
more computers available more of the time
staff can focus on library--not computer--service
More cost-effective
Best Practice
Use some kind of cloning
process for duplicating and
restoring desktop images
Gates Staying Connected Survey
Do you have the ability to "clone" the
software on your library desktops?


Yes, we clone all of our desktops using Ghost, standard
user profiles, or some other process: 75
We clone all of our staff desktops but not the public
access computers: 3

We clone all of our public access computers but not the
staff computers: 18

No, we configure each new PC individually: 42

I don't understand this question: 12

Other, please explain: 52
Exercise Two
Your Current Public
Computer Configuration
Software Tools That Help
Anti-virus
 Anti-spy/anti-ad
 Privacy protection
 Session management
 Disk security
 Print management
 Remote control software

Anti- Virus/Spyware/Ad/Popup

All these “anti” software products must be kept
current



require a subscription
computer must be configured to get updates
automatically and frequently (weekly if not daily)
Example products



anti-Virus: Norton Antivirus, McAfee Viruscan,
ZoneAlarm
anti-ad and anti-popup: ZoneAlarm, StopZilla, AdAware, InfoWorks Popup Free
anti-spyware: Spyware Doctor, ZoneAlarm, StopZilla,
InfoWorks SpyStopper
Privacy Protection

Users create files each time they use computer





Privacy protection software clears out these files
when




cookies
browser history
recently used documents
temporary files
browser is closed, or
shutdown or startup, or
timed intervals
Example Products


Webroot Window Washer, InfoWorks History Sweeper
See Session Management products
Session Management Software

Wide variety of capabilities, may include







authenticating user
protecting privacy of users
ending sessions without requiring staff intervention
reservation-making module
overall control of all public PCs
timer for each individual PC
Examples:

Envisionware PC Reservation

Fortres Time Limit Manager

CMS Diginet PC Cop

Cybraryn Session and Time Limit module

Pharos Systems SignUp
Disk Security

Users are unrestricted while using the
computer

System restored upon reboot to original
configuration


Any changes user made are undone

Any files users left behind are erased
Examples:




Centurion Technologies Drive Shield
Centurion Technologies Centurion Guard (hardware)
Faronics Deep Freeze
Fortres Clean Slate
Print Management



Reduces number of printers needed
Allows for better control of print jobs
Gives users more print options




color vs. B&W
laser vs. deskjet
Can include or integrate with cost recovery
systems
Example products


Envisionware LPT:One
Pharos UniPrint
Remote Control Software


IT staff can remotely

perform routine maintenance

troubleshoot

help users
Examples

WebEx

Symantec PCAnywhere

CybraryN Library Computer Remote Control module
Microsoft Shared Computer Toolkit
Free for licensed XP owners
 Provides many of the modules available in
other commercial public access computer
systems
 Grown-up version of “PAC Installer” used
on original Gates machines

More info:
http://www.microsoft.com/windowsxp/sharedaccess/
Exercise 3
Exploring Configuration
Solutions
Computer Life Cycle
Why Not Keep Them Going As Long
As Possible?






Increased costs for maintenance and support
Must keep bigger inventory of replacement parts
More models for support staff to master
More versions of software to support
The older the machine, the harder to keep it in
service
Source: Consortium for School Networking
(cosn.org)
Scheduled Replacement Cycle

Four-year replacement cycle is reasonable

Computers can be replaced in batches
instead of all at once

Build computer purchases into operating
budget
Best Practice
All computers should be on a
scheduled replacement cycle
Gates Staying Connected Survey
Are your computers part of an ongoing
replacement cycle? (208 reporting)

All library computers are on a scheduled replacement
cycle:
88

Only staff computers are on a scheduled replacement
cycle:
10

Only public access computers are on a scheduled
replacement cycle:
1

None of our computers are on a scheduled replacement
cycle:
47

Other, please explain: 62
Standardizing
Reducing variation saves time and money
 Same hardware platform allows for




Same operating system means



same software versions
ability to clone
less expertise needed by staff
fewer patches to keep track of
Same applications on each PC mean


fewer variations of software conflicts to resolve
fewer software products to learn
Best Practice
Standardize on hardware
platform and software
selections
Upgrades Worth Doing In a Pinch
1.
RAM
2.
Hard Drive
3.
Video Card (rarely)
Purchasing New Computers

What do your users need?

What would help your support staff?

What standards must you comply with?

What features are needed for functioning
in library environment?

What features will make management
and support…more manageable?
PC Purchasing Suggestions





Buy computers designed for businesses.
not home
Buy new or refurbished for the warranty
(3 years)
Consider premier support so your staff
has quick access to help
Consider having image pre-installed by
manufacturer
Get quiet machines
Best Practice
Buy business class computers
with three-year warranty and
good support
Exercise 4
Planning for Replacements
and Upgrades
Acquisition Steps
1.
2.
3.
4.
Define needs
Create specs document
Get bids
Compare alternatives and negotiate with
vendors
Bids, Quotes, and Negotiation
You can always get a better price (or
better system) than the first offer
 Include everything in the bid process





hardware
software
services
Allocate enough time for the entire
process
Best Practice
Even if you don’t do a formal
RFP process, define specs and
get quotes
Alternatives to Standard PCs

Turnkey solutions



Thin client




all software provided by and maintained by vendor
example: Smart Access Manager (SAM), CybraryN
software centralized on a server
users have keyboard and monitor only
example: Veicon Technology
Userful



software centralized on a server
can be completely maintained by vendor
users have keyboard, monitor, USB drive, dedicated
video card
What products are you
using and how are they
working?
Exercise 5
Preparing Your Elevator Talks
Staffing and Budgeting
Staff Training
All staff should meet CLA’s Technology
Core Competencies
 Staff supporting users should be trained to




train the public
use the software and hardware in library
IT staff need generic IT training



networking
desktop configuration
troubleshooting
Do you have enough IT Staff ?

More IT staff needed when






outlets are spread apart geographically
lots of applications and operating systems are supports
systems are not stable
users demand sophisticated help
computers are old and breaking down
Fewer IT staff needed when




remote control tech support is possible
systems are well-configured and stable
users are not as demanding
computers are not more than 3-4 years old and are wellmaintained
IT Staff Calculator

Tool to help determine how many full-time IT staff
your library needs based on number of:





staff, patrons, branches, minutes between branches,
networks, servers, self-check units , catalog-only PCs,
multipurpose PCs, staff PCs, printers,
operating systems supported, ILS modules, subscription
databases, other databases (e.g. Active Directory and ILS)
desktop images maintained
Available from

http://galecia.com/libraries_resources.php

Disclaimer: The Library IT Staff Calculator was created by
Lori Ayre, not Infopeople and not the Gates Foundation
(although it is now available on WebJunction)
Tech Support Guidelines


Make sure lower-cost tech staff provide bulk of
support
Provide clear support request process



one beeper number everyone knows to call, or
one person at branch who handles support requests
Reduce need for support



deploy new, standardized hardware
use “centralized, “mature” processes for software
deployment
re-image computers each year to remove anomalies
introduced each year
Source: Consortium for School Networking “Taking TCO to the Classroom”
Gates Staying Connected Survey Q1
Have you integrated the support of public access
computers into your basic library operations and
budget?
1)
Support is integrated with library operations and is part of
the general budget: 99
2)
Support and budgeting for public access computers is
covered with a combination of special funds and regular
funding: 23
3)
Support and budgeting for public access computers is
covered with special funds as it becomes available: 4
4)
Support is handled by the county or city: 24
5)
We have a contract with an outside vendor who supports all
of our computers: 5
Best Practice
Integrate support of computers
into library operations and
budget
Gap Analysis

What do you think about your public
access computing program today?

What can you improve relatively easily
(low hanging fruit)?

What are the big hurdles?

What would you like to see next year –
vis-à-vis public access computing at your
library?
Exercise 6
Goals and Objectives