[435] in magellan
Higher Speed Residential Network Connectivity report
daemon@ATHENA.MIT.EDU (Joanne Costello)
Wed Apr 12 14:41:28 2000
Mime-Version: 1.0
Content-Type: text/plain; charset="us-ascii"
Message-Id: <v04020a01b51a698c45f3@[18.152.1.5]>
Date: Wed, 12 Apr 2000 14:44:52 -0400
To: magellan@mit.edu
From: Joanne Costello <joanne@MIT.EDU>
Cc: chris@mit.edu, dbaron@mit.edu
Project Name: Higher Speed Residential Network Connectivity
Project Leader: Joanne Costello
Report Date: 12 April 2000
Submitted by: Joanne Costello
Accomplishments of the past period:
-Completed web survey. There were 330 responses.
-Began analyzing survey data.
-Met with Jim Bruce to let him know what we are doing and get his ideas.
-Talked with Stanford who have been an ISP for DSL for 3 years.
-Reviewed casetracker logs.
-Interviewed Joanne Larrabee to learn what people are requesting from Help
Desk.
-Finalized questions for vendors.
-Began interviewing vendors.
Goals for next period:
-Continue to contact vendors to schedule appointments for interviews.
-Interview "heavy" tether users.
-Talk to known users of DSL services.
-Prepare instructions for testers.
-Begin testing.
Issues:
-While we are looking for an ISP with good customer support (24 x 7), we
need to be realistic and consider the impact of this service on the Help
Desk. Many people will contact the Help Desk because an application such
as email appears not to be working. Although the problem may be with the
connection provided by the ISP, consultants will not know this without a
certain amount of troubleshooting.
-After reporting a problem to the Help Desk, customers will not want to be
told to contact the ISP and start all over again. We need to pursue a
"back-door" number for Help Desk staff to call.
Key Learnings:
Team Dynamics:
-Although we have only met as a group once, members of the team are making
great contributions and helping one another.
Additional Comments:
Joanne Costello
MIT N42
77 Massachusetts Avenue
Cambridge, MA 02139
Phone: (617) 253-6322
Fax: (617) 258-6875
