See for yourself: implementing web-based remote observation/control

ABSTRACT

In the fall of 1999, Bucknell University's Information Services and Resources department (ISR) asked one of the authors to evaluate and recommend a software package that could be used for remote viewing and possibly control of desktop computers over the network to facilitate troubleshooting by our computing support staff. It was hoped that such a tool could greatly reduce the amount of time spent with some types of assistance calls, increase the effectiveness of our services and, we hoped, improve the satisfaction of the clients.At the time the most likely candidate for a solution seemed to be peer-to-peer packages like Timbuktu Pro and PCAnywhere. Then we discovered an entire new category of products-web-based services offering similar abilities. As we examined these services, we became excited by the possibilities; there are no licensing restrictions on clients, no previously installed software is necessary on the client's machine, and tracking usage and satisfaction statistics is easy. We also found that the Bucknell's Reference librarians were seeking a web-based client communication tool, and we began evaluating services together.Eventually we selected DesktopStreaming by Expertcity, which met nearly all the requirements of both the Technology/Media Desk (our computing and media "help desk") and the Reference Desk. This year we have deployed the service for the first time. It has required some interesting changes to our workflow, and to our student employee training program. Overall it has become a powerful new tool that shows great promise for enabling us to continue improving our services.

REFERENCES

• 1: Susan Hales , Don Rea , Marcella Siegler, Creating a technology desk in an information commons, Proceedings of the 28th annual ACM SIGUCCS conference on User services: Building the future, p.96-101, October 29-November 01, 2000, Richmond, Virginia, United States [doi>10.1145/354908.354931]
• 2: DesktopStreaming product home page. http://www.desktopstreaming.com

INDEX TERMS

General Terms:
Human Factors, Management