[25881] in resnet
Re: Student Personal Laptops/Computers
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Fri Jan 28 10:14:48 2011
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Message-ID: <3B6FE7CD7AC6BB4789A10467A1F3D38727CAA50346@UAEXCH07.univ.albany.edu>
Date: Fri, 28 Jan 2011 10:14:21 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Lyons, Andrew H" <ALyons1@uamail.albany.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C9682FB4.1A29%cbraden@angelo.edu>
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Curt,
I have worked in places that take various approaches to what work or assist=
ance is provided for student or other personal computers. The main groups w=
ith pros and cons as I see them were:
* Basic diagnostic provided by ITS but any work referred to an on-c=
ampus contract company
o Limited liability
o Potential for issues if dealings with the contract company go awry as =
the College is endorsing
o Provide some services directly at no cost
o On-campus hardware support for any brand through the contract company
* Full drop off service by IT Services, but most incurred a fee bet=
ween $15 and $100 depending on the work
o Potential for liability issues (always get a waiver signed at drop off=
)
o Possible net positive for staffing costs/work income equation
o Some issues with abandoned equipment (who owns it?) or turnaround time=
/priority expectations
o Very good PR on campus (most students expect this type of service anyw=
ay)
o It is interesting to keep on top of the new technology and issues by g=
etting hands-on with student computers etc.
* Instruction or hands-off troubleshooting only provided by ITS for=
non-University computers (this is what we do at UA)
o Essentially zero liability
o Supports teaching mission of the University
o Malware remediation workshops run by the better-qualified student staf=
f, freeing up FTE time
o Sometimes issues with "why can't you just help me or do it for me" cus=
tomers, but those are exceptions
My personal favorite is the full service because, as a technician, it was f=
un and directly supported keeping current (professional development?), but =
the liability and business complexity can be troublesome.
The instruction only with workshops for bigger issues and no hardware suppo=
rt is the simplest and cheapest, in my experience, and allows significant l=
everaging of student staff. For bigger issues, the assistance is to the eff=
ect of "your manufacturer can help you with broken parts or to reinstall th=
e OS and somebody like Geek Squad can help you further with other things".
Andrew
ITS Client Support Services
University at Albany
518-442-3700
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Curt Brad=
en
Sent: Friday, January 28, 2011 9:33 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Student Personal Laptops/Computers
Here at Angelo State University, we provide support for our student's perso=
nal laptops/computers at the start of each semester. In the past we have o=
nly helped them get connected to our wifi and help remove spyware/viruses. =
After questioning a few universities, I am seeing a trend where the IT dep=
artment teaches the students how to fix it instead of fixing it for them. =
I have always been concerned with the liabilities that may come with workin=
g on a personal computer( SSN, Bank Account Info, other personal info, pics=
, etc). In the past we have even been accused of breaking a students compu=
ter when really it was DOA. I am starting to lean in the direction of just=
giving the students guidance/documentation to fix problems relating to con=
nectivity and spyware. Any information on what your university provides or=
any lessons learned would be greatly appreciated.
Thanks
Curt Braden
Technical Services Manager, Information Technology Angelo State University =
Member, Texas Tech University System ASU Station #11020 San Angelo, TX 7690=
9-1020
Phone: (325) 942-2333 Fax: (325) 942-2109
curt.braden@angelo.edu<mailto:curt.braden@angelo.edu<mailto:curt.braden@ang=
elo.edu%3cmailto:curt.braden@angelo.edu>>
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoPlainText><span style=
=3D'font-family:"Georgia","serif"'>Curt,<o:p></o:p></span></p><p class=3DMs=
oPlainText><span style=3D'font-family:"Georgia","serif"'><o:p> </o:p><=
/span></p><p class=3DMsoPlainText><span style=3D'font-family:"Georgia","ser=
if"'>I have worked in places that take various approaches to what work or a=
ssistance is provided for student or other personal computers. The main gro=
ups with pros and cons as I see them were:<o:p></o:p></span></p><p class=3D=
MsoPlainText style=3D'margin-left:.5in;text-indent:-.25in;mso-list:l0 level=
1 lfo1'><![if !supportLists]><span style=3D'font-family:Symbol'><span style=
=3D'mso-list:Ignore'>·<span style=3D'font:7.0pt "Times New Roman"'>&=
nbsp; </span></span></span><![end=
if]><span style=3D'font-family:"Georgia","serif"'>Basic diagnostic provided=
by ITS but any work referred to an on-campus contract company<o:p></o:p></=
span></p><p class=3DMsoPlainText style=3D'margin-left:1.0in;text-indent:-.2=
5in;mso-list:l0 level2 lfo1'><![if !supportLists]><span style=3D'mso-list:I=
gnore'>o<span style=3D'font:7.0pt "Times New Roman"'> </s=
pan></span><![endif]><span style=3D'font-family:"Georgia","serif"'>Limited =
liability<o:p></o:p></span></p><p class=3DMsoPlainText style=3D'margin-left=
:1.0in;text-indent:-.25in;mso-list:l0 level2 lfo1'><![if !supportLists]><sp=
an style=3D'mso-list:Ignore'>o<span style=3D'font:7.0pt "Times New Roman"'>=
</span></span><![endif]><span style=3D'font-family:"Geor=
gia","serif"'>Potential for issues if dealings with the contract company go=
awry as the College is endorsing<o:p></o:p></span></p><p class=3DMsoPlainT=
ext style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l0 level2 lfo1'>=
<![if !supportLists]><span style=3D'mso-list:Ignore'>o<span style=3D'font:7=
.0pt "Times New Roman"'> </span></span><![endif]><span st=
yle=3D'font-family:"Georgia","serif"'>Provide some services directly at no =
cost<o:p></o:p></span></p><p class=3DMsoPlainText style=3D'margin-left:1.0i=
n;text-indent:-.25in;mso-list:l0 level2 lfo1'><![if !supportLists]><span st=
yle=3D'mso-list:Ignore'>o<span style=3D'font:7.0pt "Times New Roman"'> =
; </span></span><![endif]><span style=3D'font-family:"Georgia",=
"serif"'>On-campus hardware support for any brand through the contract comp=
any<o:p></o:p></span></p><p class=3DMsoPlainText style=3D'margin-left:.5in;=
text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span styl=
e=3D'font-family:Symbol'><span style=3D'mso-list:Ignore'>·<span styl=
e=3D'font:7.0pt "Times New Roman"'> &nbs=
p; </span></span></span><![endif]><span style=3D'font-family:"Georgia=
","serif"'>Full drop off service by IT Services, but most incurred a fee be=
tween $15 and $100 depending on the work<o:p></o:p></span></p><p class=3DMs=
oPlainText style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l0 level2=
lfo1'><![if !supportLists]><span style=3D'mso-list:Ignore'>o<span style=3D=
'font:7.0pt "Times New Roman"'> </span></span><![endif]><=
span style=3D'font-family:"Georgia","serif"'>Potential for liability issues=
(<i>always</i> get a waiver signed at drop off)<o:p></o:p></span></p><p cl=
ass=3DMsoPlainText style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l=
0 level2 lfo1'><![if !supportLists]><span style=3D'mso-list:Ignore'>o<span =
style=3D'font:7.0pt "Times New Roman"'> </span></span><![=
endif]><span style=3D'font-family:"Georgia","serif"'>Possible net positive =
for staffing costs/work income equation<o:p></o:p></span></p><p class=3DMso=
PlainText style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l0 level2 =
lfo1'><![if !supportLists]><span style=3D'mso-list:Ignore'>o<span style=3D'=
font:7.0pt "Times New Roman"'> </span></span><![endif]><s=
pan style=3D'font-family:"Georgia","serif"'>Some issues with abandoned equi=
pment (who owns it?) or turnaround time/priority expectations<o:p></o:p></s=
pan></p><p class=3DMsoPlainText style=3D'margin-left:1.0in;text-indent:-.25=
in;mso-list:l0 level2 lfo1'><![if !supportLists]><span style=3D'mso-list:Ig=
nore'>o<span style=3D'font:7.0pt "Times New Roman"'> </sp=
an></span><![endif]><i><span style=3D'font-family:"Georgia","serif"'>Very</=
span></i><span style=3D'font-family:"Georgia","serif"'> good PR on campus (=
most students expect this type of service anyway)<o:p></o:p></span></p><p c=
lass=3DMsoPlainText style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:=
l0 level2 lfo1'><![if !supportLists]><span style=3D'mso-list:Ignore'>o<span=
style=3D'font:7.0pt "Times New Roman"'> </span></span><!=
[endif]><span style=3D'font-family:"Georgia","serif"'>It is interesting to =
keep on top of the new technology and issues by getting hands-on with stude=
nt computers etc.<o:p></o:p></span></p><p class=3DMsoPlainText style=3D'mar=
gin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLis=
ts]><span style=3D'font-family:Symbol'><span style=3D'mso-list:Ignore'>&mid=
dot;<span style=3D'font:7.0pt "Times New Roman"'> &n=
bsp; </span></span></span><![endif]><span style=3D'font-f=
amily:"Georgia","serif"'>Instruction or hands-off troubleshooting only prov=
ided by ITS for non-University computers (this is what we do at UA)<o:p></o=
:p></span></p><p class=3DMsoPlainText style=3D'margin-left:1.0in;text-inden=
t:-.25in;mso-list:l0 level2 lfo1'><![if !supportLists]><span style=3D'mso-l=
ist:Ignore'>o<span style=3D'font:7.0pt "Times New Roman"'>  =
; </span></span><![endif]><span style=3D'font-family:"Georgia","serif"'>Ess=
entially zero liability<o:p></o:p></span></p><p class=3DMsoPlainText style=
=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l0 level2 lfo1'><![if !su=
pportLists]><span style=3D'mso-list:Ignore'>o<span style=3D'font:7.0pt "Tim=
es New Roman"'> </span></span><![endif]><span style=3D'fo=
nt-family:"Georgia","serif"'>Supports teaching mission of the University<o:=
p></o:p></span></p><p class=3DMsoPlainText style=3D'margin-left:1.0in;text-=
indent:-.25in;mso-list:l0 level2 lfo1'><![if !supportLists]><span style=3D'=
mso-list:Ignore'>o<span style=3D'font:7.0pt "Times New Roman"'> =
</span></span><![endif]><span style=3D'font-family:"Georgia","serif"=
'>Malware remediation workshops run by the better-qualified student staff, =
freeing up FTE time<o:p></o:p></span></p><p class=3DMsoPlainText style=3D'm=
argin-left:1.0in;text-indent:-.25in;mso-list:l0 level2 lfo1'><![if !support=
Lists]><span style=3D'mso-list:Ignore'>o<span style=3D'font:7.0pt "Times Ne=
w Roman"'> </span></span><![endif]><span style=3D'font-fa=
mily:"Georgia","serif"'>Sometimes issues with “why can’t you ju=
st help me or do it for me” customers, but those are exceptions<o:p><=
/o:p></span></p><p class=3DMsoPlainText><span style=3D'font-family:"Georgia=
","serif"'><o:p> </o:p></span></p><p class=3DMsoPlainText><span style=
=3D'font-family:"Georgia","serif"'>My personal favorite is the full service=
because, as a technician, it was fun and directly supported keeping curren=
t (professional development?), but the liability and business complexity ca=
n be troublesome.<o:p></o:p></span></p><p class=3DMsoPlainText><span style=
=3D'font-family:"Georgia","serif"'><o:p> </o:p></span></p><p class=3DM=
soPlainText><span style=3D'font-family:"Georgia","serif"'>The instruction o=
nly with workshops for bigger issues and no hardware support is the simples=
t and cheapest, in my experience, and allows significant leveraging of stud=
ent staff. For bigger issues, the assistance is to the effect of “you=
r manufacturer can help you with broken parts or to reinstall the OS and so=
mebody like Geek Squad can help you further with other things”.<o:p><=
/o:p></span></p><p class=3DMsoPlainText><span style=3D'font-family:"Georgia=
","serif"'><o:p> </o:p></span></p><p class=3DMsoPlainText><span style=
=3D'font-family:"Georgia","serif"'>Andrew<o:p></o:p></span></p><p class=3DM=
soPlainText><span style=3D'font-family:"Georgia","serif"'>ITS Client Suppor=
t Services<o:p></o:p></span></p><p class=3DMsoPlainText><span style=3D'font=
-family:"Georgia","serif"'>University at Albany<o:p></o:p></span></p><p cla=
ss=3DMsoPlainText><span style=3D'font-family:"Georgia","serif"'>518-442-370=
0<o:p></o:p></span></p><p class=3DMsoPlainText><o:p> </o:p></p><p clas=
s=3DMsoPlainText>-----Original Message-----<br>From: Resnet Forum [mailto:R=
ESNET-L@LISTSERV.ND.EDU] On Behalf Of Curt Braden<br>Sent: Friday, January =
28, 2011 9:33 AM<br>To: RESNET-L@LISTSERV.ND.EDU<br>Subject: Student Person=
al Laptops/Computers</p><p class=3DMsoPlainText><o:p> </o:p></p><p cla=
ss=3DMsoPlainText>Here at Angelo State University, we provide support for o=
ur student's personal laptops/computers at the start of each semester. =
; In the past we have only helped them get connected to our wifi and help r=
emove spyware/viruses. After questioning a few universities, I am see=
ing a trend where the IT department teaches the students how to fix it inst=
ead of fixing it for them. I have always been concerned with the liab=
ilities that may come with working on a personal computer( SSN, Bank Accoun=
t Info, other personal info, pics, etc). In the past we have even bee=
n accused of breaking a students computer when really it was DOA. I a=
m starting to lean in the direction of just giving the students guidance/do=
cumentation to fix problems relating to connectivity and spyware. Any=
information on what your university provides or any lessons learned would =
be greatly appreciated.<o:p></o:p></p><p class=3DMsoPlainText><o:p> </=
o:p></p><p class=3DMsoPlainText>Thanks<o:p></o:p></p><p class=3DMsoPlainTex=
t><o:p> </o:p></p><p class=3DMsoPlainText><o:p> </o:p></p><p clas=
s=3DMsoPlainText><o:p> </o:p></p><p class=3DMsoPlainText>Curt Braden<o=
:p></o:p></p><p class=3DMsoPlainText>Technical Services Manager, Informatio=
n Technology Angelo State University Member, Texas Tech University System A=
SU Station #11020 San Angelo, TX 76909-1020<o:p></o:p></p><p class=3DMsoPla=
inText>Phone: (325) 942-2333 Fax: (325) 942-2109<o:p></o:p></p>=
<p class=3DMsoPlainText><a href=3D"mailto:curt.braden@angelo.edu%3cmailto:c=
urt.braden@angelo.edu"><span style=3D'color:windowtext;text-decoration:none=
'>curt.braden@angelo.edu<mailto:curt.braden@angelo.edu</span></a>><o:=
p></o:p></p><p class=3DMsoPlainText><o:p> </o:p></p><p class=3DMsoPlai=
nText>___________________________________________________<o:p></o:p></p><p =
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_________________<o:p></o:p></p></div></body></html>=
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