[12480] in Public-Access_Computer_Systems_Forum
Re: How many PC support Staff?
daemon@ATHENA.MIT.EDU (Brian Williams)
Thu Oct 8 20:12:23 1998
Date: Thu, 08 Oct 1998 15:56:26 -0500
From: Brian Williams <brianw@nethost.multnomah.lib.or.us>
In-Reply-To: <4.1.19981006224846.00a33340@dpop.micron.net>
To: PACS-L@LISTSERV.UH.EDU
Reply-To: Public-Access Computer Systems Forum <PACS-L@LISTSERV.UH.EDU>
----------------------------Original message----------------------------
On Wed, 7 Oct 1998, Dan Lester wrote:
> ----------------------------Original message----------------------------
> At 03:50 PM 10/6/98 -0500, Clinton Jones wrote:
> >----------------------------Original message----------------------------
> >A ratio of 2 to 500 is unacceptably high
> >it depends on a number of factors in addition
> >geographic distribution
> >Number of packages installed
> >Age of machines
> >types of peripheral devices
> >nature of use (public access/personal use)
>
> I agree that it depends on many factors, and that 2 for 500 is too high.
> There are three on our team. I'm full time, but spend seven hours a week
> in reference and have collection development assignments for four
> departments, plus serve on three campus-wide computing committees. So,
> maybe I'm half. One is full time. The other is 35 hours a week. We're
> all at Albertsons Library, Boise State University, Boise, Idaho USA.
>
> We support 170 computers (160 on network), including 80 networked CDROM
> drives, two Novell 4.1 servers, two NT4 servers, three web servers, and the
> integrated library system on a Sun box. Fifty of the machines are open to
> the public, and 45 of those are networked. We also support desktop laser
> printers on most staff machines, plus five high speed networked printers,
> portable barcode scanners, a couple of laptops, and miscellaneous other
> hardware.
>
> We provide first-line training and support for ALL applications used in the
> library. We manage all hardware (hubs, switch, Cat5 cabling, etc.) in the
> building. We purchase and install all hardware, and cascade machines every
> time a new one is purchased. This greatly increases the work, but improves
> service and morale when four people get upgraded for each new machine. We
> also handle hardware maintenance, rebuild machines, etc. Fortunately there
> are no branches, but we do handle calls from campus people, both on and off
> campus, for use of automated library services.
>
> I'm not complaining at all....the three of us love it, provide good
> service, and wouldn't want any other jobs. However, most days we're happy
> if we're no further behind at the end of the day than at the beginning.
>
> Hope this helps.
>
> cheers
>
> dan
>
Public libraries are probably a little different environment. There are a
lot of interesting variables, even within libraries. We have about 400
staff NT machines and 200 public stations. We have a PC support group of 8
who staff a help desk 7X12 and support networks, among other, more pc
related, things for 15 sites. Plus a couple of server people. I have
evolved a rule of thumb of 1 fte for 100 staff machines and 1 fte for 200
public machines.
Brian Williams Automation Administrator
Multnomah County Library 801 SW 10th Portland, OR 97205
(503)248-5227 (v) (503)248-5226 (f) brianw@nethost.multnomah.lib.or.us
