Conventions in this Manual: WW&DCS = Web, Workstation & Digital Consulting Services
WFWG = Windows for Workgroups
This document was designed by the WW&DCS to help a Departmental ExpertUser be (or become) an efficient and productive Expert User.
Topics covered in this document:
- WW&DCS Support Group Contacts
- The Basics
- Virus Protection
- Supporting Yale Connect (Microsoft Exchange) (Includes getting a new staff member an email and Calendaring account)
- Unit Specific Software
- The Network (Includes Sharing Files and Printers)
- Internet Networking
- Network Terms
- Diagnosing a Network Problem
Department Assignments: Back to the Top...
Each Expert User is assigned a 'contact' within the WW&DCS. This contact is the person you call when you need help supporting the workstations in your area. If you are experiencing a problem that interferes with your ability to do your work, you should contact the WW&DCS Help Desk (2-1849) as your departmental contact may not get your message immediately!The Basics: Back to the Top...
An Expert User (unit, departmental or library) should have (or be able to acquire) knowledge about the hardware and software used at the Yale University Library and in their unit. More specifically, they should have (or be able to acquire) knowledge in the following areas:
1. Hardware: Install and configure the personal computers, printers and peripherals used in their area. Perform simple diagnostic functions to help diagnose problems,and perform periodic maintenance.
2. Software: Install, configure and understand the software used in their area. Knowledge should be acquired in the following areas:
- Windows XP
- Microsoft Office
- OCLC Connexion
- Macro Express
Expert Users should also have a basic understanding of Symantec AntiVirus, Backup Options including Veritas, TSM.
3. Expert Users should maintain an accurate inventory of the computer equipment used in their area.
Setting it up:
The Expert User should be able to unpack and "set up" the PC. This includes connecting all peripheral cables (monitor, keyboard and mouse) and "plugging-in" the network cable.
Using instructions (or after observing the WW&DCS perform an installation), the Expert User should be able to configure the PC for use as a standard workstation software.
The Expert User should be able to diagnose hardware problems. Using basic PC problem-solving techniques , be able to diagnose hardware problems. Be willing to "swap-out" parts to see if the problem is with the keyboard, mouse or monitor. No matter the result of the swapping, report a detailed description of the problem to WW&DCS. Include all information and serial numbers of any defective hardware.
Configuring the Monitor:
The Expert User should be able to configure the monitor to different settings (800*600 or 1024*768). Configuration is done in the Control Panel.
The Basics of Everyday Life:
What are some of the basic tasks an Expert User should be responsible for? Basic tasks include: backing up files and configuring Symantec Anti-Virus Software.
VIRUS PROTECTION / Symantec AntiVirus Software: Back to the Top...
An Expert User should be able to install and configure the anti-virus software used at the YUL. The software used currently is Symantec AntiVirus.
- Check SAV version, make sure machine was restarted for new installation according to WW&DCS schedule.
- Machines should be configured to scan the workstation periodically.
BACKUP OPTIONS: Back to the Top...
The Expert User is responsible for designing a 'back up strategy' for the data located on the machines in their unit/department/library. Although not responsible for physically backing up everyone's machine, the Expert User should make users in their units aware of the need for regular backups.
A backup is a copy of the data on your PC, you create it to protect yourself from loss of data if there is a mechanical problem with your machine. (Or if you make a mistake and delete something you really need!) The expert user should be able to:
- determine frequency of backups as appropriate for each machine. Number of nights it should be left on for backup.
- determine what files should be backed up
- restore from ADSM/ TSM
- We currently use ADSM/TSM software to backup all staff workstations.
-Use this URL to check the status of backups in your unit. http://www.yale.edu/tsm
INVENTORY: Back to the Top...
The Expert User should maintain accurate inventory information for all PC's and peripherals in their unit. While WW&DCS gathers data about each workstation via a tool named the Systems Tracking Utility (STU), we have no way of knowing the exact physical location.
Software / Applications: Back to the Top...
The Expert User should have at least minimal knowledge of the all software used in their unit. Software that is used Library-wide should be understood at a much higher level.
It is the responsibility of the Expert User to ensure that software run on workstations in their unit is current. Upgrade information is posted to Yulexp-l and Expert Users should install new software in a timely manner. Current software version information is available on the WW&DCS Homepage: WW&DCS Homepage.
Since all our software packages run under Windows XP, a basic understanding of Windows is vital to an Expert User. Windows XP skills an Expert User needs include:
The Expert User should be able to identify and use the basic elements of Windows, including the parts of a window, types of windows, and types of icons.
The Expert User should be familiar with the following basic Windows tasks:
- Choosing and selecting items
- Switching between applications
- Using menus (including the Control Menu)
- Using dialog boxes
- Editing text
- Moving windows and icons
- Changing the size of a window
- Reducing a window to an icon
- Quitting an application and closing a window
- Using the On-Line Help
- Using the Tutorial
The Expert User should be able to use Start Menu to accomplish a variety of tasks including starting applications, organizing applications into Program Groups, creating and deleting Program Groups, adding applications to and deleting applications from a Program Group (including the StartUp Program Group), and exiting Windows.
The Expert User should be able to use Windows Explorer to accomplish a variety of tasks including managing drives, directories, and files, sharing directories, and connecting to and disconnecting from network directories.
The Expert User should be able to use Print Manager to accomplish a variety of tasks including setting up printers, removing an installed printer, sharing printers, connecting to and disconnecting from network printers, choosing the default printer, viewing the print queue,pausing and resuming printing, and canceling the printing of a document.
The Expert User should be able to customize a variety of Windows settings including desktop colors, screen savers, and fonts.
The Expert User should be familiar with conventions for managing system memory, improving system performance, and customizing network settings.
Software used Library-wide includes (below each package are basic skills an Expert User should be familiar with):
Email and Calendaring Back to the Top...
- Send and Reply to Email.
- Create and Accept Meeting Invitations.
- Configuring Outlook for a new user.
- Change Outlook Window Views.
- Create Address Book Entries and Distribution Lists.
- Filter messages using Rules Wizard.
- Create folders and mailboxes; transfer messages to mailboxes.
- Look up names in the Yale directory.
- Create signature file.
- Manage mail (deleting from server, trash, transferring, etc.)
As of August of 2008, the new email system is Yale Connect (Exchange/Outlook). All library users will be required to use Microsoft Outlook to connect to their Yale Exchange account for Email and Calendaring. It was decided in Spring, 1996 that all staff should have email accounts. All staff should have a PC with email or access to a PC from which they can access their email. Microsoft Outlook 2007 is the required software package to access this account.
How does a new staff member get a Yale Connect (Microsoft Exchange) Account?Configuring Outlook Email
Software used by some staff in the library (with associated skill-sets): Back to the Top...
These software packages are used in specific areas of the library (Technical Services or Cataloging for example). The WW&DCS can help Expert Users configure these packages but we are not trained to *teach* you how to use them. The best source for information on how to use these packages more effectively is your co-workers.
- Install OCLC Connexion from PCAmigo.
- Create and save session configurations.
- Create marcos and change settings.
- Import into Voyager
- Create a Macro.
- Enable Macro Express to run at Start Up.
- Import new macros.
- Switch between macro files
The Network: Back to the Top...
Since almost all PC's in the library are connected to the University LAN (Local Area Network), the Expert User should have a basic understanding of networking.Networking Know-How
Sharing Files and Printer
Networking onto the Internet:Back to the Top...
The Expert User should be familiar with terms associated with MSTCPIP (the 'internet protocol'), ethernet and the internet.
The Expert User should be able to install MSTCPIP software on a PC, using instructions supplied by WW&DCS. They should be able to configure MSTCPIP with the correct TCPIP number and DNS information. Using basic MSTCPIP utilities, they can try to diagnose a TCPIP problem. They should know what subnet your unit, department or library is on (i.e. SML and CCL are on either 130.132.80.xxx or 130.132.146.xxx).
Internet: A huge, international network of computers which communicate using a common protocol, TCP/IP.
Protocol:A defined convention for exchanging electronic data between computers. A protocol is generally analogous to a "language". Protocols may also be subordinate parts of a larger protocol. In these cases, they are analogous to "dialects" or "argots".
TCP/IP: Transmission Control Protocol/Internet Protocol. The particular protocol suite which is the common language of the Internet.
Client/Server: A system design scheme which organizes computer transactions into two architecture roles: server and client, and allows the creation of protocols for doing routine tasks. A major advantage of client/server architecture is that computers with completely different hardware can work together. Another is that placing redundant servers on the network can keep services available even if a particular computer or portion of the network fails.
Server: A computer which, by running a software program, takes on the role of providing a particular service on the network (e.g. maintaining a database, providing terminal services for a mainframe, distributing electronic mail). The server "listens" on the network for queries directed to it from clients. While a server is primarily used to refer to the software program, it is sometimes used for the computer running the software.
Client: A computer which, by running appropriate software, is able to utilize network servers. The client transmits requests to servers, and interprets their responses. Client software packages can take advantage of the strengths of the particular hardware and operating systems they run on. Client is also used to refer to both the software program and the computer running it.
Host: A computer connected to the network. Host refers to the computer rather than to the software running on the computer, though it is sometimes mistaken for a synonym for server. A given host may be both a client and/or a server. In fact, a host may run several different types of client and server software at the same time.
Telnet: A protocol that allows a computer to connect to a server which expects to communicate with standard ANSI terminals. Telnet usually functions as a VT100 terminal.
TN3270: A special "flavor" of Telnet for IBM mainframes and their clones. IBM mainframes expect to communicate with a 3270 terminal device, rather than an ANSI terminal.
Internet: Each computer on the Internet has both an Internet Name and an IP Name, IP address. The Internet Name is an alphanumeric string of words separated Address by "dots" (i.e. periods). The name is usually made up of somewhat mnemonic abbreviations (e.g. yalevm.cis.yale.edu, rlg.stanford.edu, compuserv.com).
The IP Address is a string of digits delimited by dots which provides a unique, hierarchical address for each host (e.g. 18.104.22.168 which is the IP address for the Yale MIS Mainframe). In order to connect to any server on the Internet, it's necessary to configure the client software with the IP address of the server. If only the Internet Name is available, it's necessary to get the IP Address from a Name Server, which functions as a directory of IP Addresses.
Some excellent tutorials are available to further educate the Expert User about the Internet, some are:
- Introduction to the World Wide Web
- Advanced Internet Workshop
- Introduction to TCPIP
- Everything on the Wagon Web Page
Diagnosing a Network Problem: Back to the Top...
The Expert User should be able to perform basic diagnostic tests to help the WW&DCS diagnose their 'network problem'. A 'network problem' can be defined as a hardware or software failure that disables your PC's ability to talk over a network.
If you can't connect to ORBIS or Internet services from your PC, you may have a network problem. Use the following 'flow-chart' to determine the source of the problem:
-**If you use this list and do not find a solution to your problem, the final thing you should try, before you call the help desk, is shutting off your computer. Not 'rebooting' (Ctrl+Alt+Del) your computer, but completely getting out of Windows and shutting it off with the power switch. Oftentimes, this simple step, resets the PC and the network connection and all works... this is especially true for Public Workstations!**
- Can you do any other services over the Internet (OCLC, or Internet Explorer)?
- If so, then its an ORBIS problem or a problem isolated to whatever service you are trying to contact, not a global network problem, report it to the Help Desk.
- If not, then its a network (ethernet) problem, can others in your area connect?
- If not, it is a global ethernet problem, report it to the Help Desk.
- If so, the problem is localized to your workstation.
- Is there a cable that looks like a telephone cable plugged into the back of your PC?
- If there is a cable there, follow it to the wall jack, is it plugged in?
- If not, plug it into the jack that has the circuit number for your workstation written on it.
- If it is plugged in, it may be a circuit or network board problem, contact the Help Desk.
It is very important to remember that problems that interfere with your ability to do your work should be reported to the WW&DCS Help Desk (x21849). You can also call your contact in the WW&DCS, however, you may get quicker response if you call the Help Desk.
If there is a network problem, the WW&DCS coordinates is resolution with Data Network Operations(DNO). Sometimes it may take time for DNO to isolate, diagnose and fix the problem so patience is necessary!
Check the Systems Status page.