What services should be provided?
      In order for CWRUnet to be the cutting-edge network that it is supposed to be, it must accurately provide a number of services. Among these, reliable access to the network must be paramount. What good is a multi-million dollar network if no one can use it? Once reliable transport is established, Information Services needs to provide useful content. In fact, it is our finding that in general, users tend to care less about the mechanism that carries their data and more about what their data means, and what it can do for them.

      Therefore, the network should be built with reliability in mind, so that mission-critical applications can be accomplished effectively. In this context, mission-critical means any application required by a student, faculty, or staff member to do their job. The best way to achieve this goal is through emphasizing fault-tolerant, redundant designs. This means shifting the design goals of CWRUnet from simplicity and visionary towards reliability and robustness.

      Two types of access should be offered: on and off-campus. To provide both, especially off-campus access, flexible access needs to be a priority. Unfortunately, wide-area network (WAN) technology isn’t exactly equivalent to local-area network (LAN) technology, so it is inevitable that some disparity will exist. However, in the interest of fairness, this disparity should be minimized whenever possible. For this reason, computer labs like Smith, the Plain Dealer Electronic Learning Center (PDELC), and CAEL remain necessary to augment commuter students access to the network.

      Once the physical connection to the network has been created, on-line content needs to become central to CWRU’s Information Services strategy. It would be somewhat of a misnomer for the Department of Information Services not to prize the delivery of information. First, a reliable repository of information, or server space should be provided. Sample applications include, but are not limited to the following: student information, course information/registration, and departmental information. These and other services greatly simplify and enhance the lives of both current and prospective students. Furthermore, with the rising costs of software, it is imperative that the university provides reliable access to necessary software applications. Consequently, the Software Library, as maintained by Library Information Technologies, must continue to be enhanced. It is necessary that Information Services provide viable content on CWRUnet, in order to make the electronic learning environment a reality.

      Next, in order to facilitate the use of the network and content combination, some manner of technical support must be provided. In general, three types of technical support should be provided: instructional, interactive, and non-interactive. The Kelvin Smith Library help-sessions and first-year student network orientations are examples of such instructional services. Non-interactive services include web-based support and the CWRUnet in a Nutshell user manual. Finally, interactive support like the Help Desk and CSIS is phone-based, customer representative style help.

      Like every other complex entity, CWRUnet must be properly documented and end-users should be privy to this technical information. This allows curious members of the CWRU community to learn more about the network, elevating the knowledge of all concerned. Furthermore, informed parties will be better able to understand difficulties, and will pose more intelligent questions. Although only a select group of people might be interested in this technical data, it should still be valued as a great educational opportunity. Finally, more paths of communication between CWRUnet Services and the CWRU community need to be established. This is the only way that future rifts between the administration and CWRU community can be avoided. Further, this is also the best way to ensure that CWRUnet lives up to its expectations.

      Hopefully, this was an effective summary of our perceptions of the mission statement for Information Services. Although many parts of it may be obvious, these mission objectives cannot be stressed enough. It is very easy for an organization to lose sight of its goals. Consequently, there have been times in Information Services history where its direction seemed to lack focus. From this document, we hope that Information Services will rethink their goals, and then strive to achieve them.

Table of Contents:
[ Abstract | Why CWRUnet? | Services | Status | Solutions | Conclusion ]

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