1. News & announcements (10 min.)

Any reported Red Rover outages as we approach Spring Break?

2. CIT Issue Tracking System (Oliver, 10 min.)

CIT announced intent to deploy campus-wide "opt-in" use an issue tracking (Help Desk) system that can be customized by unit to meet their needs, but would allow for tickets to flow into and out of CIT easily and visibly. CIT had three questions that Oliver thinks ITEC should answer, followed up through the assignment of 2-3 people to partner with CIT at this stage. Here are the questions:

1. If CIT moves forward with providing a centralized HelpDesk/ Trouble Tracking solution, would you take advantage of it? If not, why not?
   
2. What would you need to happen to change your mind? If yes, are you, or are the organizations you're representing, interested in being initial partners with CIT on this project?
   
3. What are you willing to contribute?

FYI: BMC's "Remedy" is being strongly considered as the product, but that has not been finalized. CIT has arranged for Remedy webinars on 3/14 and 3/22, and a site visit by BMC 3/30 (tentative).  [http://www.remedy.com/]

3. Documentation "summit meeting" (Michael, 20 min.)

To follow up on a thread from the PCAC forum, Michael would like to propose that PCAC, the CUL Documentation committee & CIT meet to find common ground in their documentation efforts for some targeted tasks and applications. This would help greatly in training staff for such things as using scanners, printers, etc. and could alleviate duplication of effort on all sides. Can we come up with a list of what we would like to see documented/shared, both for public and staff use? This ties in closely with the following agenda item.

4. Local studies on numbers of desktop computers vs. stand-up kiosk computers  (Michael, 15 min.)

This regards studies done by the Hotel School and one done by Olin and Uris Reference. Does anyone have a copy of these studies, or know how to find them? (on a slightly unrelated topic, in 2003 Mann Library issued a report on PDA use: http://mobile.mannlib.cornell.edu/docs/mmcg_report.pdf). Perhaps PCAC's site could include a section on various aspects of public computing "numbers", i.e. an archive of these kind of reports that includes ones done in and around CUL, CIT (the Lab Futures Report), and what is being documented elsewhere, such as ARL, Educause, etc. We already have Oliver's matrices of the number of computers in and near CUL units -- which we still need to update -- but we could also include specific facts such as CU's student-to-computer ratio (and this ratio elsewhere), the Mac-to-PC ratio (here and elsewhere), etc.

5. RedRover-Secure service (Mark Butcher, 20 min.)

The Vet college is piloting CIT's RedRover-Secure service, and as it turns out, this means that the Vet Library is already offering this service. Vet IT's Mark Butcher has kindly agreed to speak to us about Vet's experience with this additional service. Oliver has some specific questions, some of which came out of his brief meeting with PSEC on this specific topic:

• Affect, if any, to laptops as currently configured. (None, apparently.)
• Accessing the secure wireless service (WPA) requires software installed on the device, and software is currently available for Windows and Mac OS X. This software is called a "supplicant" by IT folks. It would be helpful to receive a characterization of this software. For example, ease of installation and configuration? Conflicts with other software? Trouble-shooting experience? What is the impact on computer performance due to the increased processing required to encrypt/ decrypt (that's what makes the transmissions secure)? Basically, what might Library staff see patrons having trouble with when using the "secure" RedRover service?
• CIT's support. If patrons have trouble with RR-Secure, what has been CIT's ability to provide support? Is CIT's on-line documentation adequate? What of non-on-line documentation, and is this as important as it is for getting (normal) RedRover set up in the first place? [Note: Oliver will bring copies of CIT's on-line documentation for Windows to our PCAC meeting.]
• Some PSEC folks would value all library units getting this service turned on at basically the same time to reduce disparity of services between libraries. Any downside to recommending this approach?
• To what degree do we want to default loaner laptops within CUL to use the secure network, if made available?

We can provide recommendations or give input to PSEC and ITEC, so please come prepared with questions for Mark, or better yet, let him know before the meeting (thanks again, Mark!)

6. Date, time & location of next PCAC meeting? (5 min.)

As of now, Thursday April 13th between 10am-noon is the earliest available time for all of us. How about 10:30 - 12:00? Location, anyone?

• From CUL Documentation Committee: Nan Hyland, Camille Andrews, Ken Bolton.
• From CIT - Teresa Craighead (Senior Project Manager, Customer Service & Marketing); Michael Swinson (Asst. Director for Customer Service & Marketing), Sebastian Carello (Assistant Director, Training and Documentation, Customer Service & Marketing).