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Implementing preinstallation environment media for use in user support 实现用于用户支持的预安装环境介质
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294076
R. Gibson, D. Dyar
The creation and usage of a Preinstallation Environment (PE) media for use as a User Services tool for cleaning/repairing security attacks, data recovery and repairing Windows installations. As happens occasionally, a Windows installation is corrupted and a user receives an error indicating the inability to logon to the system. While in some cases a simple Check Disk (ChkDsk /r) at the command prompt is sufficient to fix the error. At times, a Master Boot Record needs to be fixed (FixMBR) or a reconfiguration of the boot settings (BootCFG) is needed. Still other times, the operating system needs to be completely reinstalled. In cases such as these, a user's data needs to be accessed. In our environment the hard drive is usually pulled from the chassis and transported to another office on campus to attach to a secondary system and recovery tools are then run at that location. From a security standpoint, an infected/hacked machine is often also pulled or an expensive Winternals CD must be used to identify the infected files. While this is in theory now, we are building and testing a bootable PE device in which a system can boot from this CD or USB device and then tools can be run or data recovered at the location of the system itself. We then propose to create additional devices for the members of the desktop support staff who are dispatched to identify security breaks or malfunctioning hardware.
创建和使用预安装环境(PE)介质,作为用户服务工具,用于清理/修复安全攻击、数据恢复和修复Windows安装。正如偶尔发生的那样,Windows安装被损坏,用户收到一个错误,指示无法登录到系统。虽然在某些情况下,在命令提示符下简单的检查磁盘(ChkDsk /r)足以修复错误。有时,需要固定主引导记录(FixMBR)或需要重新配置引导设置(BootCFG)。还有一些时候,操作系统需要完全重新安装。在这种情况下,需要访问用户的数据。在我们的环境中,硬盘驱动器通常从机箱中取出并运输到校园的另一个办公室,连接到二级系统,然后在该位置运行恢复工具。从安全的角度来看,被感染/被黑客攻击的机器通常也会被拖走,或者必须使用昂贵的wininternals CD来识别受感染的文件。虽然这是理论上的,但我们正在构建和测试一个可引导的PE设备,其中系统可以从这个CD或USB设备引导,然后可以在系统本身的位置运行工具或恢复数据。然后,我们建议为被派去识别安全漏洞或故障硬件的桌面支持人员创建额外的设备。
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引用次数: 1
Reduce response time: get "hooked" on a wiki 减少响应时间:“迷上”wiki
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294091
Rebecca Klein, Matthew Smith, David Sierkowski
Managing the flow of information both within the IT department and to our customers is one of our greatest challenges in the Office of Technology Information at Valparaiso University. To be successful, IT staff first need to acquire the right information from colleagues to provide excellent service. Then, the staff must determine the most effective way to communicate that information to internal and external customers to encourage the flow of information. To advance the IT department's goals, how best can we utilize "information" and "communication" vehicles to exchange information, improve workflow, and ultimately communicate essential information to our internal and external customers? We've asked ourselves this question and have resolved that "information" and "communication" need to work cooperatively! How better than with a wiki. Recent changes in departmental structure gave us the opportunity to examine our communication vehicles - specifically the software tools we use to facilitate the flow of information. Our previous knowledge base, First Level Support, a module of the HEAT support software produced by FrontRange Solutions, once met our needs as an internal knowledge base solution. We realized we had outgrown FLS and needed a more robust alternative. Our student employees asked for a newer, more interactive method of sharing information. With the assistance of our UNIX systems administrator, we investigated various options and decided to implement the MediaWiki™ system. As we had anticipated, use of this wiki system reduced the response time a customer must wait for an answer to their inquiry. What we didn't realize was that utilization of the wiki would meet many more needs than we had anticipated. It has also helped us meet other departmental needs, such as increased collaboration, an online knowledge base, and a training tool for staff. Come see how a sprinkle of pixie dust improved communication through adoption of the wiki, and brought information to the forefront of our operations.
在瓦尔帕莱索大学技术信息办公室,管理IT部门内部和客户的信息流是我们面临的最大挑战之一。为了获得成功,IT人员首先需要从同事那里获得正确的信息,以提供优质的服务。然后,员工必须确定与内部和外部客户沟通信息的最有效方式,以鼓励信息流动。为了推进IT部门的目标,我们如何最好地利用“信息”和“通信”工具来交换信息,改进工作流程,并最终向我们的内部和外部客户传达必要的信息?我们已经问过自己这个问题,并解决了“信息”和“沟通”需要协同工作!有什么比wiki更好呢?最近部门结构的改变,使我们有机会检讨我们的通讯工具,特别是我们用来促进资讯流动的软件工具。我们以前的知识库,First Level Support,一个由FrontRange Solutions生产的HEAT支持软件模块,曾经作为内部知识库解决方案满足我们的需求。我们意识到我们已经无法适应FLS,需要一个更强大的替代品。我们的学生员工要求一种更新、更具互动性的信息共享方式。在UNIX系统管理员的帮助下,我们研究了各种选项,并决定实现MediaWiki™系统。正如我们所预料的那样,使用这个wiki系统减少了客户必须等待其查询的答案的响应时间。我们没有意识到的是,使用wiki可以满足比我们预期更多的需求。它也帮助我们满足其他部门的需要,例如加强协作、建立网上知识库,以及为员工提供培训工具。让我们来看看一粒小仙尘是如何通过采用wiki来改善沟通的,并将信息带到我们运营的最前沿。
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引用次数: 1
Tag you're i.t. 你是我的。
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294105
Jeni McIntosh-Elkins
With a new CIO on board bringing new methodologies, procedures, and department restructures, Valparaiso University's Office of Information Technology was presented with the challenge of managing the changing culture of their department. Their answer: develop the TAG (Teamwork Achieving Goals) Team. This team was given the responsibility of providing social events for staff members; providing recognition for jobs well done; and providing seminars and quick training activities to enhance team-building, communication, and work styles. The development of the ABC (Above and Beyond the Call) award has provided only one of many avenues of recognition used by this team. Their first event, a root beer float social, included a prize drawing and a survey that assisted in the development of other events, seminars, and a web page to provide more information about each other and to allow new staff members to identify everyone in the department. This team has helped the IT department keep morale and motivation up through the transitions.
随着新的首席信息官上任,带来了新的方法、程序和部门重组,瓦尔帕莱索大学信息技术办公室面临着管理部门文化变化的挑战。他们的答案是:建立TAG(团队合作实现目标)团队。该小组负责为工作人员提供社交活动;对出色完成的工作给予认可;并提供研讨会和快速培训活动,以加强团队建设,沟通和工作方式。ABC奖(高于和超越Call)的发展只是该团队使用的众多认可途径之一。他们的第一个活动是一个沙士漂浮社交活动,包括抽奖和一项调查,这有助于其他活动、研讨会的发展,以及一个网页,以提供更多关于彼此的信息,并允许新员工认识部门的每个人。这个团队帮助IT部门在过渡期间保持士气和动力。
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引用次数: 0
From the silent generation to generation x, y and z: strategies for managing the generation mix 从沉默的一代到x、y和z世代:管理世代组合的策略
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294104
Jeni McIntosh-Elkins, K. McRitchie, Maureen Scoones
Today's workplaces are not only culturally diverse, but also generationally diverse. The Silent generation (pre World War II), the Baby Boom generation (1946-1962), Generation X (1963-1977), and Generation Y (1978-1986), all have different workplace values and needs. This can create a challenge for the manager who works with a generational mix of team members. Today's younger employees have different values and needs than those of their more "traditional" colleagues of the Silent and Baby Boom generations. For example, Generation X and Y employees saw their Baby Boom parents work so much that often family was neglected and, for all of the overtime hours of work, see their parents still struggle with retirement decisions and finances. These were the "latch-key" children and so younger generations want a balance between work and a personal life. They will not give up all of their personal time for the benefit of their employer like their parents. When you examine the various characteristics of each generation and understand their life experiences, you can see what has shaped their roles in today's workplace. Each generation's values are different and understanding these differences, while identifying misconceptions, can lead you to successfully managing this diverse group.
今天的工作场所不仅具有文化多样性,而且具有代际多样性。沉默的一代(二战前)、婴儿潮一代(1946-1962)、X一代(1963-1977)和Y一代(1978-1986)都有不同的工作场所价值观和需求。这可能会给与不同年龄段的团队成员一起工作的经理带来挑战。如今的年轻员工与沉默一代和婴儿潮一代的“传统”同事有着不同的价值观和需求。例如,X一代和Y一代的员工看到他们婴儿潮时期的父母工作太忙,往往忽视了家庭,尽管加班加点,但他们的父母仍在为退休决定和财务问题而挣扎。这些都是“锁匙”型的孩子,所以年轻一代希望在工作和个人生活之间取得平衡。他们不会像父母那样为了雇主的利益而放弃所有的个人时间。当你审视每一代人的各种特征,了解他们的生活经历时,你就会明白是什么塑造了他们在当今职场中的角色。每一代人的价值观都是不同的,理解这些差异,同时识别误解,可以引导你成功地管理这个多样化的群体。
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引用次数: 41
Using video podcasts outside the classroom 在课堂外使用视频播客
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294111
R. Nichols, C. Anderer
Many institutions are creating both audio and video podcasts of classroom lectures. Here at the University of Delaware, we are using videos in many creative ways. We take the most common consulting questions and create videos that instruct users how to solve those problems. Our videos complement our web pages and show people exactly what they need to do. With rapid changes in we knew we needed to take a fresh look at how we kept our user community informed. The traditional methods generated a high volume of calls to our help desk and we hoped to provide an alternative to reduce it considerably. We organized a team of existing staff members and created our own video production unit. Our team consists of technical writers, videographers, and editors, all self-taught over the course of this project. Over the course of the year, we created podcasts that describe IT department services, promote IT facilities on campus, and build awareness about technology and computing issues via public service announcements. We will give an overview of our production process, how we have used videos up to this point, and ideas we have for the future.
许多机构正在制作课堂讲座的音频和视频播客。在特拉华大学,我们正在以许多创造性的方式使用视频。我们将最常见的咨询问题制作成视频,指导用户如何解决这些问题。我们的视频补充了我们的网页,并向人们展示了他们需要做什么。随着游戏行业的快速变化,我们知道我们需要重新审视如何让用户社区了解我们的情况。传统方法会给我们的帮助台带来大量的呼叫,我们希望提供一种替代方法来大大减少呼叫。我们组织了一个现有员工的团队,并创建了我们自己的视频制作部门。我们的团队由技术作家、摄像师和编辑组成,他们都是在这个项目的过程中自学的。在过去的一年中,我们创建了描述IT部门服务的播客,推广校园IT设施,并通过公共服务公告建立对技术和计算问题的认识。我们将概述我们的制作过程,我们如何使用视频到目前为止,以及我们对未来的想法。
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引用次数: 0
Using marketing to put the sparkle back into your training 利用市场营销让你的培训重新焕发光彩
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294062
Sue A. Douglas
Although I have been a Computer Application Training Specialist at Saint Louis University for 11 years, one of the challenges that I faced was low class attendance. To overcome faculty and staff apathy and unawareness, I knew that I needed to grab the potential customers' attention. Once I captured their attention, I needed to hold their interest long enough to make them aware of the service I was offering. Therefore, it was my goal to learn how to market the classes so that I could fight the apathy and attract potential and past customers to our computer application classe. To achieve my goal, I gathered as much information on marketing a training program. The research material helped me to realize that to be strategically sound the ad or advertisement must be carefully directed to a certain audience. Furthermore, in the creation of an advertisement, the use of careful wording and eye-catching headlines is critical. I wanted to target the objective and tailor the message so that I could appeal to the concerns of the consumer. Engaging the emotions of the consumer assisted in making the advertisement memorable, and improved consumer attitudes toward the product. The next step entailed selecting the right method of communicating the advertisement to the audience. The decision was made to send the advertisement electronically and via inter-office mail. Once the advertisement was delivered to the audience, a relationship was developed between the consumer and myself. I had to decide how I would manage the relationship and keep the lines of communication open. A decision had to be made as to who would handle the questions and enquiries that might be generated after the advertisement? How often would an advertisement be sent to the consumer? We were able to accomplish this by understanding the makeup of our audience, and committing to this new role. The results showed that the classes that were advertised more than doubled in attendanc. The purpose of this paper is to share my findings, to discuss the challenges, and my success in developing a marketing strategy to attract potential customers to our various computer application training classes.
虽然我在圣路易斯大学做了11年的计算机应用培训专家,但我面临的挑战之一是出勤率低。为了克服教职员工的冷漠和无知,我知道我需要抓住潜在客户的注意力。一旦我吸引了他们的注意力,我需要保持他们足够长的兴趣,让他们意识到我提供的服务。因此,我的目标是学习如何营销课程,这样我就可以对抗冷漠,吸引潜在的和过去的客户来我们的计算机应用课程。为了实现我的目标,我收集了尽可能多的关于营销培训计划的信息。研究资料帮助我认识到,要有战略意义,广告或广告必须仔细地针对特定的受众。此外,在广告创作中,使用谨慎的措辞和醒目的标题是至关重要的。我想瞄准目标,调整信息,这样我就能吸引消费者的关注。吸引消费者的情感有助于使广告令人难忘,并改善消费者对产品的态度。下一步需要选择正确的方法来向观众传达广告。决定通过电子邮件和办公室间邮件发送广告。一旦广告送到观众面前,我和消费者之间就建立了一种关系。我必须决定如何管理这段关系,并保持沟通渠道的畅通。必须决定由谁来处理广告后可能产生的问题和查询?多长时间向消费者发送一次广告?我们之所以能够做到这一点,是因为我们了解了用户的构成,并承担起了这个新角色。结果显示,广告上的课程上座率增加了一倍多。本文的目的是分享我的发现,讨论挑战,以及我在开发营销策略以吸引潜在客户参加我们各种计算机应用培训课程方面的成功。
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引用次数: 0
Desktop imaging to achieve standardization and application delivery 桌面成像实现标准化和应用程序交付
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294085
Lindsey Louise Heitman, Christopher M. Peacor
From 2006 to 2007 The George Washington University designed and developed an in house desktop imaging process. The process replaced the previous method of having one image for each department on campus and relies on Novell ZENworks. The new method utilizes one "Base OS Image" and a series of add on images. This allows a computer to be imaged in the field and applications to be installed a la carte. The technician can re-base a machine and select from a list of applications to be installed with virtually no user interaction. All images are stored centrally on a network server, but can also be stored on a portable drive. This ensures only the latest and approved versions of software are being installed. Because this process only involves one OS image for all users, there is only one OS image for the imaging team to keep patched and up to date. Future developments include the ability to re-image machines remotely without losing user data and settings.
从2006年到2007年,乔治华盛顿大学设计并开发了一个内部桌面成像过程。该流程取代了以前校园每个部门都有一个图像的方法,并依赖于Novell ZENworks。新方法利用一个“基础操作系统映像”和一系列附加映像。这样就可以在现场对计算机进行成像,并按需安装应用程序。技术人员可以重新设置机器的基础,并从要安装的应用程序列表中进行选择,几乎不需要用户交互。所有映像集中存储在网络服务器上,但也可以存储在便携式驱动器上。这样可以确保只安装最新和经过批准的软件版本。因为这个过程只涉及所有用户的一个操作系统映像,所以映像团队只有一个操作系统映像来修补和更新。未来的发展包括在不丢失用户数据和设置的情况下远程重新映像机器的能力。
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引用次数: 0
Conjuring funding for services 为服务筹集资金
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294113
Karl V. Owens, Chris Wiesemann
Funding for programs vanishing? Do requests for new services seemingly appear out of thin air? Conjure funding for new resources through fee-based services. At the University of Oregon, School of Architecture and Allied Arts we have successfully implemented a large-format color printing service that is completely self-funding. By using a pay-to-use funding model we are able to provide on-going digital imaging services to the campus that are unaffected by the ups and downs of grant funding or general budget changes. Fee based funding also gives us the flexibility to create resources for new services and provides a sustainable framework through which they can be maintained. New services that we have been able to add include slide/film scanning, large format document scanning, large format paper trimming, promotional poster printing, additional staff, and better communication with the computing services department. We are now in the process of exploring new services in digital fine art and art reproduction. Seem like magic? Hopefully, our experience developing a digital imaging lab can help inspire you to create a little magic of your own.
项目资金消失?是否对新服务的请求似乎是凭空出现的?通过收费服务为新资源筹集资金。在俄勒冈大学建筑与联合艺术学院,我们已经成功地实施了一项完全自筹资金的大幅面彩色打印服务。通过使用付费使用的资助模式,我们能够为校园提供持续的数字成像服务,而不受资助资金或一般预算变化的起伏影响。以收费为基础的资金也使我们能够灵活地为新服务创造资源,并提供一个可持续的框架,通过这个框架可以维持这些服务。我们能够增加的新服务包括幻灯片/胶片扫描、大幅面文件扫描、大幅面纸张修剪、宣传海报印刷、增加人手,以及与电脑服务部更好地沟通。我们目前正在探索数字美术和艺术复制的新服务。像魔法一样吗?希望,我们开发数字成像实验室的经验可以帮助激发您创造自己的小魔法。
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引用次数: 0
Williams instructional technology: summer students working on faculty projects 威廉姆斯教学技术:暑期学生参与教师项目
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294110
Trevor M. Murphy
Williams Instructional Technology (WIT) is a summer technology intern program hosted by the Office for Information Technology at Williams College. The WIT program started in 1997 as part of an Andrew W. Mellon Foundation grant. The goals of the program are to develop high quality web, video, multimedia, and other curriculum-related projects proposed by faculty to use in teaching; to provide an opportunity for faculty/student collaboration; and to provide technical and project development training for students. The faculty-proposed projects range from video/audio creation, 3D modeling, Geographic Information Systems, web design, animation, to data visualization. Project types undertaken and program management styles have changed over the ten years the program has been offered. This paper will present an overview of the WIT and examine the program's outcomes.
威廉姆斯教学技术(WIT)是由威廉姆斯学院信息技术办公室主办的暑期技术实习项目。WIT项目始于1997年,是安德鲁·w·梅隆基金会资助的一部分。该计划的目标是开发高质量的网络、视频、多媒体和其他由教师提出的课程相关项目,用于教学;提供教师与学生合作的机会;并为学生提供技术和项目开发培训。教师建议的项目范围从视频/音频创作、3D建模、地理信息系统、网页设计、动画到数据可视化。项目承担的项目类型和项目管理风格在项目提供的十年中发生了变化。本文将介绍WIT的概述,并检查该计划的成果。
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引用次数: 5
Video podcasting is not as hard or as expensive as you think 视频播客并不像你想象的那么难,也不像你想象的那么贵
Pub Date : 2007-10-07 DOI: 10.1145/1294046.1294095
L. Larraga, D. Coleman
A quick surf around the Internet reveals much in the way of video podcasts these days. The iTunes Store alone lists nearly 150 of these visual snippets with subjects that run the gamut from comedy to marketing, politics to the arts. But video podcasting in academia can seem like a leap of faith or at least suspension of better judgment. Most of us haven't aspired to be actors or movie directors, lighting technicians or audio engineers. Making an instructional or informational video is something the A/V folks do in their mega-dollar studios, is it not? Our premise is that creating a video podcast to augment or enhance curriculum or IT support efforts can be as useful and usual as authoring a web page or creating a PowerPoint presentation. As a matter of fact, video podcasting is an evolutionary progression from those two tasks specifically, presenting your material in ways that prior methods cannot accomplish as directly or succinctly.
在互联网上快速浏览一下,就会发现如今的视频播客有很多。仅iTunes商店就列出了近150个这样的视觉片段,其主题从喜剧到营销,从政治到艺术。但在学术界,视频播客似乎是一种信仰的飞跃,或者至少是对更好判断的暂停。我们大多数人都没有想过成为演员或电影导演、灯光技师或音响工程师。制作指导性或信息性视频是A/V人员在他们的百万美元工作室里做的事情,不是吗?我们的前提是,创建视频播客来增加或加强课程或IT支持工作,可以像制作网页或制作PowerPoint演示一样有用和常见。事实上,视频播客是这两个任务的进化过程,它以之前的方法无法直接或简洁地完成的方式呈现你的材料。
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引用次数: 7
期刊
Proceedings of the 35th annual ACM SIGUCCS fall conference
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