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Learning Commons Computer Consultant Guide Spring 2010 Edition

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Learning Commons Computer Consultant Guide Spring 2010 Edition Powered By Docstoc
					 Learning Commons
Computer Consultant
       Guide

 Spring 2010 Edition
       Version 4.0
Printing

Printers and Paper- At the beginning of every shift check paper levels in the printers
and add paper as needed. Check paper on 1st, 2nd, and basement printers.

Paper Types-

      Regular copy paper is to be used in all B&W printers
      The only paper size used in B&W printers is 8.5X11” paper
      Paper marked as ‘laser’ paper is to be used in (and ONLY in) the Ricoh color
       printer
      The only paper size used in the Ricoh color printer are 8.5X11” and 11X17” paper
      Use only library provided paper- due to warranty issues and the potential to gunk
       up the works, patrons cannot copy using their own paper

Printing Assistance- This includes handling requests regarding basic print setup options
for both the black and white and color printers such as choosing the right printer, paper
size selection, etc.

Paper Clutter- Patrons in the Learning Commons generate a huge amount of printouts;
during peak times as many as three thousand sheets of paper per hour. A certain amount
of unclaimed print jobs is inevitable and they have a real tendency of cluttering up the
printer areas. Bins are provided for you (as a Consultant) to place rogue prints. When
filling printers please neatly place all prints (except for those in the printer bay) in these
bins.


Color Printing Job Release- When the color printer flashes orange and no print
emerges odds are the patron has sent their print job to the wrong tray. They’ve chosen
the 8.5X11” tray when they meant to choose 11X17”, or visa-versa. To release the job press
the ‘form feed’ key choose the correct page size, and press ‘enter.’ See ‘Assistance
Involving the Release of Held Print Jobs’ section for more details.

Printers/Copier Jams- If a patron has a printer/copier paper jam that you cannot easily
clear then please seek out the TA (Tech Assistant, Gerry McCarthy) and she will assist
you.

Toner- How to change out a toner cartridge should have been covered in your initial
training. If you have any questions on the process or problems then seek out the TA
(Tech Assistant) on your shift and they will assist you.




                                                                                       Page 38
Print Quota Problems and Refunds- Sometimes a print job does not come out the way
the patron expected, or not at all. They may be eligible for a refund but a refund is not
automatically given. We process refunds as quickly as possible but it could take several
hours for the credit to show up on patron’s account.


Valid Reasons for a print Refund

             Print quality unacceptable
             Printer jams and pages are lost
             Printer runs out of toner in the middle of a print job
             Color is unacceptable * That is, not ‘slightly off’; these are public printers and not equal
              to a product you would get at a high-end printing business. Prices reflect this.
             Print size incorrect even though set up properly and correct printer is
              chosen


Non-Valid Refund Requests

             Print jobs are just one page (from the 4 cent per page printers)
             Print job sent to the wrong printer
             User sends more copies of a print job than they intended
             User is dissatisfied with print
             User is dissatisfied with print and accumulates multiple copies of a
              document in an effort to resolve problem without seek consultant advice
             User errors




                                                                                                  Page 39
Sample Refund Slip




                     Page 40
The Refund Process:

      If print job doesn’t print have the student check their print quota by
       going to https://suprinting.syr.edu/index.cfm. You will get this complaint a lot. If
       there are insufficient funds the job will not print. Their computer will say ‘sent to
       printer’ but the job will not print. They will not be charged for a job that could
       not/does not print.
      Keep in mind that print quotas are not always accurate; it may say they have
       money that they actually don’t… and visa-versa. Sometimes it takes awhile for
       account data to be updated.
      Determine if reason for refund is valid (see above.)
      Fill out credit form completely– this includes all the information LIT needs.
       Incomplete forms may result in a patron not getting a refund.
      Leave completed form at designated area so we can send information to LIT.



If the problem is not resolved based on the above information please seek out
Stephen/Richard and we will make a final decision.



Printing at the Consultant Desk

Both of the consultant accounts have the capability to print unlimited print jobs; items
printed are not deducted from a print quota and are ‘free.’

The rationale behind having this capacity is to enable you to quickly print small jobs for
patrons in cases where their frustration level is high and the problem can be easily
rectified at your consultant station. Use this power sparingly. This is the only valid reason
for printing through these accounts.

Be advised that printing is monitored and abuse will result in possible termination.




                                                                                      Page 41
Printing When Quota Not Available/ Exhausted

If a patron has a fully depleted printed quota (or no quota at all) then they may print in
B&W by selecting (for example) ‘lib-itc bird 1 hold’ from the printer options when
printing.

Doing this will send the print job to one of the VendaCard hold/release stations located
next to the printers. In order to print the patron must purchase a VendaCard (copy card)
from either a machine in Bird’s 1st floor Learning Commons, a machine in the copier area
in the Sci-Tech Library, or through the Business Service Office (BSO.)

This technique will work ONLY at these three printers:


lib-itc bird 1 hold’           Printer on East Side of Bird Learning Commons First Floor
lib-itc bird 2 hold’           Printer around the corner from PCs Bird Learning Commons 2nd Floor
lib-itc carn 1 hold’           Printer in the middle of stand up PCs Sci-Tech First Floor




Adding Funds to a Print Quota

           When the initial $20 credit has been exhausted, students can use a credit card
            to add money to their printing account through the University's online Print
            Quota Management System (https://suprinting.syr.edu/index.cfm).
           Students can also use cash to add money to their account through the Schine
            Copy Center, Room 103 Schine Student Center, during normal business hours.
           Students will be notified via e-mail when their printing account balance drops
            below $5 and $1.




                                                                                     Page 42
Printers Available in the Library
       Basement
            Letter (HP ScanJet 4250dtn)

       1st Floor
              Color letter and tabloid- Ricoh Aficio CL7200
              Letter B&W- HP InkJet P4515n

       2nd Floor
             Letter B&W- HP LaserJet 4200tn

       3rd Floor
             Letter B&W- HP LaserJet P4515
             Letter B&W letter and tabloid, for microform printing- P-Canon
                Fileprint 400

       G-SIC (3rd Floor)
            B&W letter- HP LaserJet 4050N
            Color letter, tabloid, and 13X19”- Color Inkjet 2800
            Plotter, color 36 X whatever”- HP DesignJet 1055CM
            B&W letter (CD-ROM station specific)- HP LaserJet 4
            B&W letter (CD-ROM station specific)- HP LaserJet 1022

       4th Floor
             Letter B&W- HP LaserJet 4250n
             HP LaserJet 4200tn
             Canon FilePrint 300
             HP LaserJet 4 (Microfilm scanner specific)

       Math
           Letter B&W- HP LaserJet 4100tn

       Science
             Info Needed




                                                                          Page 43
Public Printer Names and Locations Where Job will Print


lib-gsic hp 2800 11 X 17     $.40 per page GSIC Lab Bird Third Floor
lib-gsic hp 2800 8 X 11      $.20 per page GSIC Lab Bird Third Floor
lib-gsic hp 4050             $.04 per page GSIC Lab Bird Third Floor
lib-gsic plotter glossy      $4.00 per Linear Foot GSIC Lab Bird Third Floor
lib-gsic plotter white       $2.00 per Linear Foot GSIC Lab Bird Third Floor
lib-le bird 0                Printer in Quiet Reading Room on Lower Level
lib-le bird 1                Printer on East Side of Bird Learning Commons First Floor
lib-le bird 1b               Printer on West Side of Bird Learning Commons First Floor
lib-le bird 2                Printer Around the Corner from PCs Bird Learning Commons Second
                             Floor
lib-le bird 3                Printer Across from Reference Desk Bird Third Floor
lib-le bird 4                Printer Across from Reference Desk Bird Fourth Floor
lib-le carn 1                Printer in the middle of stand up PCs Sci-Tech First Floor
lib-le carn 3                Printer in between two PCs Math Third Floor
lib-le geol                  Printer Next to PCs Geology Third Floor
lib-le ricoh color 11 X 17   $2.00 per page East Side of Bird Learning Commons First Floor (Mac)
lib-le ricoh color 11 X 17   $2.00 per page East Side of Bird Learning Commons First Floor (PC)
confirm
lib-le ricoh color 8 X 11    $1.00 per page East Side of Bird Learning Commons First Floor (Mac)
lib-le ricoh color 8 X 11    $1.00 per page East Side of Bird Learning Commons First Floor (PC)
confirm
lib-le ware 0                Printer in the Archictecture Reading Room Second Floor Slocum




                                                                                   Page 44
Assistance Involving the Release of Held Print Jobs

When a print job is sent to the color printer (lib-le ricoh color) a 'Print Job
Confirmation' dialog will pop up with 2 options. One is "Delete" (to delete the job) and
the other is "OK" to (release the job to the printer.)




* If no action is taken, the job will be deleted from the server in a pre-determined
amount of time and no charges will be charged to the user's print quota.




                                                                                  Page 45
Scanning
Service Expectations

      Scanning assistance including basic scanning setup and scanning options
      Walkthrough of multipage, tabloid, OCR, and slide scanning *when supported


Library Scanner List

           1st Floor
                  Canon Canoscan 4400f (11 available)

           3rd Floor
                 Microforms (film and fiche)- Canon Microfilm Scanner 800
                 Konica Minolta MS 6000 MKII (2 available)

           G-SIC, 3rd Floor
                Tabloid- Microtek 9800XL
                Tabloid- Epson GT-10000
                Tabloid- Epson GT-20000

           4th Floor
                 Slide- high resolution scanning of slides mounted in paper and Gepe
                   format as well as positive and negative 35mm film in strips (Nikon
                   Coolscan V)
                 Tabloid- Microtek 9800XL

           Science
                 Canon Canoscan 4400f
                 Canon Microfilm Scanner 400




                                                                                    Page 46
Copying
More info to come including pricing and card purchasing location, problems with copier or
cards, etc.

    Lower Level
               B&W letter and legal- Toshiba E-Studio 350

    1st Floor
                     B&W letter and legal- Toshiba E-Studio 350 (2 available)

    2nd Floor
                     B&W letter and legal- Toshiba E-Studio 350

    3rd Floor
                     B&W letter and legal- Toshiba E-Studio 350

    4th Floor
                     Color letter, legal, and tabloid- Toshiba E-Studio 350
                     B&W letter and legal- Toshiba E-Studio 350

    Science
                     B&W letter and legal- Toshiba E-Studio 350 (2 available)



Software

Service Expectations

You will be expected to assist patrons with the listed software in terms of simple
formatting, importing, and saving issues. Keep in mind that the Learning Commons in
the library has been set up as a basic lab in terms of software instruction; don’t feel the
need to go overboard.

      Basic inquires regarding Microsoft Office such as formatting, saving, etc.
      Basic Adobe inquires. These include creating a new document, saving of
       documents, resizing, and assistance with simple features such as color adjustment
       and font sizing.
      Basic assistance with best file types to use for any given situation.




                                                                                       Page 47
List of Campus Build Software


7-Zip                                 4.65
Adobe Creative Suite Design Premium   4
Adobe Reader                          9.1.2
Alternatiff                           1.8
Amos                                  17.0
ArtStor OIV                           3.0
DivX Web Player
Java                                  6 Update 14
Maple                                 13
MATLAB                                R2009a
Microsoft Office                      Enterprise 2007
Microsoft Silverlight
Microsoft SQL Server                  2005
Minitab                               15
Mozilla Firefox                       3.0.6
PowerDVD
Quicktime                             7.60.92.0
Realplayer                            Enterprise
SAS                                   9.2
Sassafras K2 Client
SciFinder Scholar                     2007
Skype                                 4.1
SPSS Statistics                       17.0
Stata                                 9
SwiftView Viewer                      8.3.5.2
VLC Media Player                      1.0.0
Windows Eyes                          6.0
Windows Internet Explorer             7
Windows Media Player                            11
WinSCP                                          4.1.9
Write-N-Cite




                                                        Page 48
Hardware
Locations

The following is a list of technology not associated with scanning or printing located
throughout the library:

        1st Floor (located at Consultant Desk unless noted)
              Logitech USB camera & Plantronics headphones pack (5 available)*
              Sennheiser HD201 Headphones (12 available)*
              Mini-FS Mini USB 2GB flash drive (4 available)*
              Canon PowerShot SD1200 IS digital camera**
              Olympus Digital Voice Recorder DS-40**
              Kindle DX (located at Circulation desk)*
   o   **- indicates that item can be loaned out
   o   *- indicates that item can be loaned out for in-library use only

        3rd Floor
             Alos Fiche Reader 27.17
             Alos Fiche Reader 27.44
             NMI 2020 Microfilm Reader
             Readex Microcard Reader

        4th Floor
              Vinyl- Technics Quartz SL-2100MK2 Turntable
              Cassette Tapes- Ion Tape2PC
              DVD- Panasonic DVD-RP56
              VHS- JVC HR-S3600V
              U-Matic- Upon request
              Laser disc- Upon request
              12 viewing stations for DVD and VHS media
              Group viewing room seating up to eight
              Multi-Region VHS
              Multi-Region DVD
              Laser Disc Player
              U-Matic Player
              16mm film (by appointment)




                                                                                    Page 49
    Math Library
                   TI-83 Graphing Calculators (3 available)
                   TI-83 Plus Graphing Calculators (10 available)
                   TI-84 Plus Graphing Calculators (3 available)
                   TI-83 Connection cables (3 available)
                   Scientific Calculator
                   Texas Instruments Graphing Calculator TI-82
                   Texas Instruments Graphing Calculator TI-82

    Science Library
                Texas Instruments Graphing Calculator TI-89 (3 available)




Headphones (Sennheiser HD201)

Until recently we gave out cheap disposable headphones for free, so soe patrons may ask
for those. The only headphones we have at the UTS service point are Sennheiser HD201
models. They are barcoded and circulate like any other item. They have a loan period of
three (3) hours.




                                                                                 Page 50
Toner Replacement and Equipment Failure

If a printer needs toner let the TA (tech assistant) for your shift know and they will either
replace the toner cartridge or instruct you to do so.

If you run out of paper (spool) in your circulation receipt printer let the TA (tech
assistant) for your shift know and they will either replace the paper or instruct you to do
so. Extra spools are located at the Circulation desk.

If a piece of equipment appears broken and you have done all of the obvious steps (such
as rebooting, turning the peripheral off and then on, removing obstructions) let the TA
(tech assistant) for your shift know and they will take a look at it and call in to IT for
service if necessary.

If your TA (tech assistant) is not available feel free to call a UTS member.




Cleaning and Troubleshooting

You will be expected to assist patrons with the following hardware issues:

Basic hardware troubleshooting including scanners, webcams, etc.- Many times the
problem is as simple as a loose USB connection.

Glass cleaning- The glass on the scan beds gets dirty quickly. If you get a request by a
patron to clean the glass on the peripheral they’re using please do so.




                                                                                      Page 51
In-Depth Queries and Referrals
If a patron comes to you with a question regarding one of the following please contact
Richard and Stephen and/or give contact information to patron so they can call on us at a
later time:

      Audio capturing, basic editing, and export (by appointment)
      Video capturing, basic editing, and export (by appointment)
      Assistance with internal audio and video projects for library departments (by
       appointment)

For video capture we use Final Cut Studio 2 (Mac) and Adobe Premiere CS3 (PC) or Nero.
For audio capture we use Sony Soundforge 9.0.

We have the capability to capture from the following:

      Multiregion VHS
      Multiregion DVD
      Laser Disc
      Beta format
      U-Matic format
      Audio cassette tape
      Mini DV videocassette
      Mini audio cassette
      Vinyl
      Reel-to-reel

Appointments require 24 hours advance notice; we do not provide one-on-one sessions as
a walk-in service.

*Note that these services are typically only available to instructors and currently enrolled
students; under certain circumstances we will make exceptions. The Syracuse University
Library follows strict copyright guidelines.

You can also contact us if a patron has a general question that you cannot answer.
Depending on availability you may have to email your question to us and we’ll get back in
touch with the patron directly.

Stephen (X-1190/ stsinger@syr.edu)
Richard (X- 5780/ riortiz@syr.edu)




                                                                                       Page 52
Requests Which Fall Outside of
Library Support
The following are inquires that, as a library lab, we don’t support. You may know the
answer (and know it well) but our goal is to ‘standardize the user experience.’ What this
means is that we’d like Timmy Patron to get the same experience as Suzy Patron when
they use our services. Giving over-the top service (service which exceeds our basic goals)
set up unreasonable expectations that the next consultant may not have the skill or time
to live up to. Similarly if you give subpar service (service which falls short our basic goals)
then a patron may choose not to use us in the future. That being said, the following are
support issues that you should tactfully avoid:


          Library circulation questions (other than laptops and other technology we
           loan at our service point.)- refer patron to the circulation desk.

          Library reference and database questions- Refer patron to the reference
           desk.

          Logon assistance where NetID and/or password fail to work- see the
           ‘Login Assistance’ section of this guide.

          Non-academic Online Support- In-person online assistance regarding non-
           library and non-academic content such as access to videos, PDFs, and games.

          Sites Requiring Password Access- Give the problem a quick look, but if it’s
           obvious that a site requires a password by creating an account or if their
           password just doesn’t work then it’s up to the patron to solve the problem.

          Assistance with access to email and other personal accounts including
           Facebook, MySpace, Twitter, etc.- If the patron’s account is somehow
           broken, they can’t get in for whatever reason, or need help with setup or
           formatting then they need to contact that service’s user support.

          Complex Microsoft Inquires- Acceptable inquires include quick issues of
           formatting, printing, page layout, the basics of Powerpoint, etc. However if a
           patron needs help in the creation of spreadsheets, importing video into a
           Powerpoint presentation, and other similar requests then they should be
           pointed in the direction of appropriate resources. See ‘The Help Rule’ section.




                                                                                       Page 53
   Complex Adobe Inquires- These include assistance with all but the basic
    tools, advice on creative content, and any guidance that could be deemed
    ‘instructional’ in nature. On occasion Stephen or Richard will field some of
    these questions but the patron should be advised that our services are not
    instantaneous- they may have to email us their request and we’ll get back to
    them. See ‘The Help Rule’ section.




                                                                            Page 54
Directing Patrons to Library
Resources
A patron should be sent to the Circulation Desk for:
    Circulating books
    Picking up reserve items
    USB visitor keys
    Headphones
    Visitor and Guest borrower signup
    Self checkout equipment help
    Interlibrary Loan (ILL) materials pickup
    Video drop off
    Multi-function marker whiteboard supplies

A patron should be sent to the Reference Desk for:
    Reference questions (non-consultant related)
    Database assistance
    Online journal assistance
    Summit assistance

A patron should be sent to the ILL Department (basement) for:
    Account blocks
    Fines

A patron should be sent to the Business Service Office (BSO) for:
    Payment of fines
    Change
    Headphones for non-affiliates

A patron should be sent to the G-SIC Lab (3rd floor) for:
    OCR scanning
    Large format (tabloid) scanner
    Additionally computer stations
    Plotter (large format printing)
    Maps and database related materials
    Cheaper color printing (inkjet)
    Social work test software




                                                                    Page 55
A patron should be sent to the 3rd Floor for:
    Maps
    Micromform viewers
    Printing from microform
    Digitizing from microforms

A patron should be sent to the 4th Floor for:
    Video pickup
    Videos Viewing Stations
    Audio materials (CDs, tape cassettes, and vinyl LPs)
    Audio listening stations
    Audio/video Capture Devices
    Large format (tabloid) scanner




                                                            Page 56
External Printing and Scanning
Options for Patrons




                                 Page 57
Useful links
Here are some links available to patrons (and you):

Visitor Guide:
http://library.syr.edu/about/visit/guide.php

Printing Quota:
http://suprinting.syr.edu

NetID Services
http://its.syr.edu/netid

Library Computer Station Availability Map:
http://surelock.syr.edu/lib/

Bypass Copying for copiers:
http://library.syr.edu/services/PDF/bypasscopy.pdf

Reduce and Enlarge for copiers:
http://library.syr.edu/services/PDF/reduce_enlargecopy.pdf

Manually configuring Windows Vista for wireless:
http://airorangehelp.syr.edu/tools/airorangeXsetupvista.html

Manually configuring XP for wireless:
http://airorangehelp.syr.edu/tools/airorangeXsetupmanual.html

Manually configuring Mac OS10 Leopard:
http://airorangehelp.syr.edu/tools/manualconfigurationof8021Xonmacosleopard.html

Manually configuring Mac OS10 Pre-Leopard:
http://airorangehelp.syr.edu/tools/manuallyconfiguringmacintoshwirelessnetwork.pdf

Wireless Manual Configuration for Mobile Devices/LINUX:
http://airorangehelp.syr.edu/tools/manuallyunixwirelessnetworking.html

Remote Access:
http://library.syr.edu/services/work-online/remote_access/index.php




                                                                              Page 58
          Sample Computer Consultant
                   Contract

Once you have completely reviewing these materials you will be asked to sign a contract
indicating that you understand and comply with the contents of this guide. This is to
insure the library that you are clear regarding your duties and obligations of the position.




                    Computer Consultant
                  Library Assistant Contract
                       E.S. Bird Library
    Library Information Technology Department

By signing below I indicate that I have read the Computer Consultant UTS Guide and
understand its contents.

I agree to follow and comply with the contents of the guide.

I will work my assigned schedule every week with a minimum of absences. I realize that
failure to do so may result in termination.


Student Signature _________________________________________ Date_______________

Supervisor Signature _______________________________________Date_______________




*ss/ro 10/01/09




                                                                                     Page 59

				
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