[361] in Resnet-Forum
In-Room Support
daemon@ATHENA.MIT.EDU (Matt Arthur)
Fri Sep 16 16:03:58 1994
Date: Fri, 16 Sep 1994 10:10:29 -0500 (CDT)
From: Matt Arthur <arthur@wugate.wustl.edu>
To: Resnet <resnet-forum@MIT.EDU>
Washington University has 24hr computer clusters (w/Mac and PC/comp)
available for all students living on campus (~2750). We have one cluster
designated for "overflow". This cluster has student consultants at a
desk from Noon-Midnight Sun-Thur, Noon-8pm Fri/Sat. These consultants
answer the Residential Computing Help Phone and Email lines as well as
provide for the common good in that cluster. Students from other
clusters use the "overflow" cluster when theirs is full, they need
immediate feedback, or their cluster doesn't have a laserprinter (1/2 and
1/2). Once our InRoom Connection Project is online, they will handout
and accept Registration Packets, enter info into database(s) (including a
BootP), as well as their previous duties.
We have student Residential Computing Consultants (RCCs) that live in the
halls and manage the 24Hr clusters. [Many and constant thanks to Jeff
Merriman at Stanford.] The RCC provides help in the cluster with office
hours each week and answering help calls to come to the lab at ALL hours
of the night. The RCC will be the first point-of-contact for trouble
with InRoom connections. They will not do more than a quick check for
correct wiring, settings, and (hopefully) an intial diagnosis of the
problem. All in under 15 minutes. If they cannot fix the problem, it
gets passed on to our...
Student Technician Staff - A group of 5 students (our newest additions)
who help to maintain all of our hardware and will follow-up with any
InRoom Connection problems. They will go in and check to see if the
problem is in the wall or the computer. If its the wall, the problem
gets passed to our networking folks. If its the computer, the technician
will make an attempt to help troubleshoot the problem. Some parameters,
the machine must fall within our notion of "standard" - 386 or up, one of
three types of ethernet cards (Intel EtherExpress16, 3Com, or Asante),
and not have a bunch of other "stuff" in the computer could cause lot's
o' headaches. Our motto is, "If you buy a sound card from Circut City,
they aren't going to send someone out to install and troubleshoot it of
you." We will try, though. After that, it will be up to the student.
Installations - We want students to, as much as possible, do the whole
installation on their own. When they register, we enter them into the
BootP database and have the networkers plug their InRoom RJ-45 port into
one of the hubs in the building basement. They (the student) get very
detailed instructions on how to: [MAC] plug in, access our server,
download any of the software we offer (Telnet 2.6, Mosaic, Fetch, Gopher,
etc..), and instructions to read the README files for each (where we put
step-by-step instructions how to load each one). [IBM/PC] plug in, get
the initial sw disk (either download it from the PC in their cluster, get
it from the computer store, or from their neighbor), run the file to load
the drivers and FTP software, run the FTP software (which points to our
file server with the rest of the software).
We recoginze that this will work in some (we hope lots) cases and in
others it would cause loads of frustration in our students. Here is our
solution. We are planning an Installation Fair (or some other flashy
name) as suggested by some of you folks on ResNet. The key here (for
us), will be that it is not required. Students will have access to the
Do-It-Yourself Method. At the installation fair, students will bring
their CPUs. We have the Campus Computer Store on board to help register
students and ring the cash register (students can buy or lease the
cards). Students take their newly aquired card and move to the Hardware
installation table and get it installed. Next Step will be the software
installation area where we will load their drivers, etc.. and software
and be sure it works. When students leave, they will be able to "plug
and play".
The largest player in all of this: STUDENTS! I am the only full time
person in Residential Computing, although I hope to hire someone else in
the next year. I also work with and out of the Reisdential area. I
think that my biggest message to all of this is You Can't Run Residential
Computing From Main Campus! Some of my best ideas come from my student
staff. Recoginzing that with students you get part-time people that even
when they work for you, their classes will always come first.
Nonetheless, I have never regreted giving students the responsibilities
required for each of their jobs. By the way, it has been extremely
frustrating (at times) trying to deal with some of the full-time staff on
main campus - especially the networkers (again, at times).
Good Luck to all of you (me, too!). Please try to come to EduCom and be
sure to watch for a time and place for us all to get together.
Matt Arthur - arthur@wugate.wustl.edu
Washington University
Manager - Residential Computing
(314) 935-6845, FAX (314) 935-4001
