From ResNet to Student Computing: The Evolution of the WCU Program

Jason LaVigne: Student Computing ManagerAndy Voelker: Student Computing Coordinator

2

A Little About Western

• Part of the University of North Carolina System• Approximately 3100 residential students• 12 residence halls with phase 1 of Balsam hall coming

online this year and phase 2 coming online next• Record Freshman class of over 1700 this year• Over 9500 students total

2

3

A Little About Student Computing

• FTE’s consist of 1 Manager and 2 Coordinators– Responsible for:

• Software Support and Hardware Diagnosis

• Educational Outreach/Programming• IT Side of the DMCA Process• On-campus Symantec Endpoint Protection Server

• 14-18 Student Computing Consultants (SCC’s) averaging 15.32 hours per week (2.6 SCC’s = 1 FTE)

• Our Incident per FTE ratio for academic year 08-09 was 369:1

• Student Computing is part of Central IT but funded by Residential Living

3

4

A Little History Never Hurt Anyone

• Began in 1997• “We” were not a “we” in 1997! It was one person in the

basement installing NIC’s for connectivity• All of our Residence Halls were wired

– We did not initially do any repairs, that changed quickly.

• In late 1998 we increased to two staff members (day and evening) but the focus was still on connectivity.

• This continued until 2004 when the client support piece of ResNet moved into our Client Services group.

• We changed our name to Student Computing in 2007

4

5

What Happened to Change Our Focus ?

•Little pieces of rogue code that causes problems with computers and connectivity.

•1998: Chernobyl and StrangeBrew

•1999: Happy99, Melissa, Bubble Boy, Sub7

•2000: The Love Bug, Melissa Variants, and the term “Spyware” is first used in it’s current sense.

•2001: Nimda, CodeRed, Sircam, Sadmind

•2002: Beast and BugBear

•2003: Slammer, Blaster, Sobig, Welchia

•2004: MyDoom, Sasser, Vundo

•2005: Zotob, Zlob

•2006: Stration, Nyxem, OSX/Oompa-A (first Malware for OS X)

•2007: Rinbot

•2008: Conficker, MacSweeper, Torpig5

6

What Else?

• Peer-to-Peer!– Our first DMCA letter was in 2000

• 2006-2007: 167

• 2007-2008: 393• 2008-2009: 259

• Increase in the Number of Online Courses

6

7

Evaluating the hierarchy of student needs

1. Internet Connectivity, connectivity repairs

2. Email account and guaranteed delivery from professors and classmates

3. Computer Repair, virus/spyware cleanup

4. Greater convenience for computer help & repair

5. Education/training, hands-on workshops, how-to’s and technology news

7

8

The evolution continues...

• 2005 - Introduction of the Computer Resource and Information Bureau.

• Students now have an on campus location to bring their computer for repair.

• Serves only on-campus students

• Is entirely funded by Residential Living

• Located in an old RD apartment in a residence hall

• Moved in 2007 to an old cafeteria converted to a student hangout

• Services then expanded to all students both on and off campus

• 2006 all DMCA Offenders must complete a “Responsible Computing Course” with an 85% or better

8

9

Introductions made Spring/Fall ’08• Mobile C.R.I.B

– Desk set up for minor questions for two hours at least once a week in every residence hall

– Setup at one of our Gaming Club’s LAN parties and provided IT support

• Residence Hall Presentations– 40 minute presentations hosted in the hall lobby or

classroom• TechTips, the Student Computing Podcast (Spring ’08)

– audio and video podcasts about various hints, tips, news topics, and services

• Partnered with our Radio Production Class to Create Radio Ads as a Class Project– IT Cops.mp3

9

10

Education Initiative (Fall ’08, Spring ’09)

• Podcasts:– Sample of Topics:

• Internet Services

• Fake Antivirus Programs• Tech Entertainment• Introducing Skydrive• Windows Media Center• Company Closures• Tech News• Macintosh User’s Group Interview

– Data:• Over 230 listens and 25 previews in the first academic

year

10

11

Residence Hall Presentations

• Created a menu (restaurant style) that RD’s could choose from

• Advertised to RD’s and RA’s for hall programs• Promoted using fliers and through the Res. Staff• All presentations created and put on by Andy with graphic

design work by student employee Brent Seward, one side item created by Zach in the Student Technology Assistance Center

• All presentations are hosted in the lobby, classroom, or lounge of a residence hall with the exception of 3 put on in the University Center, one in the Field house for athletics, and two done in a classroom

• Prizes, handouts, and food were usually given out11

12

Presentation Topics

• Copyright Infringement• Safe Computing Practices• Windows vs Mac• Online Entertainment• WCU and Y-O-U• Killer Apps• Purchasing Power• Speeding Up• Catamount Mail and Windows Live• Using caution with Social Networking• Using Office Live for group projects

12

13

Presentation Data:

• First year total number of presentations put on: 22 (17)• Attendance: 278• Average Attendance: 14.6• Most requested presentations: Windows Live (6),

Copyright Infringement (4)• Least Requested Presentations: Killer Apps (0), WCU and

Y-O-U (0), Purchasing Power (1)• Least Attended place: University Center (3 presentations,

0 attendance)

13

14

Interesting Findings:

• The restaurant style menu was a real hit• Common, non-residential areas were not nearly as

successful as residence halls• There are plenty of other places you can work these

presentations in. I ended up presenting to two classes and athletes in study hall

• Presenting really gives you an ear to the student voice, brings podcast ideas

• #1 way to increase attendance: bring chicken!• Not even free food brought students to the University

Center• Recruitment - 2 ’09/’10 RCCs came from talking to us at

these presentations• Handouts made with Comic Life were big hit14

15

Sample Handouts (using Comic Life)

16

Sample Fliers (Using Comic Life)

16

17

In Summary... Why This Evolution?

1.Move to Support All Students

2.Move to Provide More Than Just Connectivity

3.Education

4.Being Proactive

17

18

Thanks for coming! We would love to talk to you individually and share knowledge!

Jason Lavigne lavigne@email.wcu.eduAndy Voelker avoelker@email.wcu.edu

Evaluate us!http://www.resnetsymposium.org/rspm/evaluation/