[928] in resnet
Re: Web-based support
daemon@ATHENA.MIT.EDU (Childs, Melody)
Fri Mar 1 14:25:40 2002
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Message-ID: <4DDCEF49E462D21185C400805F6547DA0A6FCCDC@delaware.exchange.indiana.edu>
Date: Fri, 1 Mar 2002 14:03:38 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Childs, Melody" <mchilds@INDIANA.EDU>
To: RESNET-L@listserv.nd.edu
All,
I've found this to be a very enlightening thread. Is anyone, or has
anyone thought of doing either a panel presentation or BOF session on this
at Resnet? If not, I would REALLY encourage several of you to do so!
Melody Childs
Manager, Residential I.T. Services
Indiana University
Bloomington, IN
-----Original Message-----
From: Don Rea, ISR ResNet Support Coordinator [mailto:rea@BUCKNELL.EDU]
Sent: Thursday, February 28, 2002 6:24 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Web-based support
At 11:14 PM 2/27/2002 -0500, you wrote:
>Desktop Streaming
We've been using DS since last summer, and we're about as pleased as we can
be with it. We have greatly increased the number of resolutions at first
contact, reduced the number that have to go to dispatch, and generally
saved a butt load of time.
Things we particularly like: Mac and Solaris support (Linux as well, though
we don't really care); easy reporting on usage and feedback; ExpertCity is
very, very easy to work with; it's astonishingly fast, especially
considering that the servers are in Mountain View. Our Library Reference
Desk uses it for their virtual Ref Desk, also (they say it beats every
reference-specific product hands-down for their needs), so we saved some
money by going in together on the licensing. We did a presentation on this
last fall at the ACM-SIGUCCS Users Conference; I can get you our slides, if
anyone cares. Should I present on this in Buffalo?
Possible drawbacks: No way to separate seat licenses from logins, so if you
have more actual techs than seats, techs on different shifts must share
logins--potentially bad because if you log in using a name already in use,
the other person gets unceremoniously disconnected; the Mac client is not
release version and is not stable on some systems (the pattern seems to be
OS 9 users who also have an OS X partition on the same machine can't
connect, but we're not sure yet, and OS X is not supported at all); and it
isn't cheap--you'll have to do a careful C-B analysis to see if this is the
right choice for your institution.
____________________________________________________
Don Rea <rea@bucknell.edu> (570) 577-3278
ResNet Support Coordinator
Technology/Media Desk Technical Services Analyst
Bucknell University Information Services & Resources
____________________________________________________
'Computer literate' used to mean 'able to program.'
Now it means 'able to find web pages.'
--Peter Coffee
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