Howard County (MD) Library FAQ For Staff

Louise Alcorn Troubleshooting Techniques for Wireless Networks Rev Feb 2008

Howard County (MD) Library FAQ for staff

Reproduced on Web Junction: http://webjunction.org/do/DisplayContent?id=11059

Howard County Library WiFi Policy

Author: Amy Begg DeGroff
Publisher: Howard County Library
Copyright: 2005 Howard County Library
Date Posted: Jul 25, 2005

Description: A friendly and informative handout helping staff support wireless patron computing, from a suburban Maryland library.

Fellow HCL employees
Hello and happy summer!
I see and hear that every day, more and more customers are taking advantage of our Wi-Fi services. The result is that many of you are fielding questions about access which you may not be comfortable answering.
Below are a few points to share with you about the Wi-Fi configuration. This information will be posted to the Staff Intranet in the next few days.
(1) The extent of troubleshooting HCL employees can provide for the Wi-Fi is to confirm that it is available. This confirmation is accomplished by using a Wi-Fi enabled device to launch a web browser and reach a web site. In order to do this, we will deliver to each branch, a low level laptop with Wi-Fi capabilities. HCL employees can pull out this laptop and confirm the ability to reach the Internet via the Wi-Fi.
(2) IT staff will not provide technical support on customer computers. No exceptions. Do not page or call IT for Wi-Fi support. We cannot troubleshoot computers that are not part of our inventory.
(3) Finally, HCL employees are not permitted to configure or troubleshoot a customer computer. No exceptions. Do not touch a customer computer.
A few more detailed points....
What is Wi Fi?
According to WiKiPedia (don't tell my husband I used WiKipedia because he loathes it) Wi-Fi is is a set of product compatibility standards for wireless local area networks (WLAN.) When near an "access point" an individual with a Wi-Fi enabled device can connect to the Internet.
http://en.wikipedia.org/wiki/Wi-Fi
Sounds freaky and hi tech
According to "How Wireless Works" by Preston Gralla 384.5G - one copy in each branch - wireless is all over the place. Our remote controls, our radios, our beloved cell phones. So, it is here and has been here and given the popularity this summer is HERE AT HCL to stay!
Why does HCL have Wi-Fi ?
HCL decided to offer free access to Wi-Fi as a way to provide a public service to the community. We recognize that many of our customers own computers (and many are laptops) and want their information and research all in one place. Also, we did moved to Wi-Fi for selfish reasons -- anyone bringing in a pc to work is not using one of our pcs -- freeing up our pcs for other customers.
How is the Wi-Fi configured?
We configured our Wi Fi to provide access to the Web and to provide access to information. The Wi-Fiis not as open as our internal network nor is it as open as someone's Internet access at home or at their place of employment. It might also not be as open as another free Wi-Fi provider.
How does someone use the Wi-Fi?
The walk in and their device (laptop or PDA) finds the network and VOILA-- they are good to go.
What is the deal with EMAIL via the HCL Wi-Fi?
We've shut down SMTP in order to protect our infrastructure and our customers from a SPAM engine being brought in.
... Amy, you now sound like an adult in a Peanutstv special.
If the email is set up to move messages from a server to a client based email application (such as Outlook) it will only partially work on the HCL Wi-Fi.
... Amy, what the heck does that mean?
Email can be RECEIVED AND READ either via a web browser (like Firefox or a Internet Explorer) or via a client - such as Thunderbird, Eudora, Outlook..) If a Wi-Fi user is trying to SEND email from a client it will not work. Wi-Fi users MUST send email via a WEB BASED email client.
... Goodness, Amy, how will I know?
The way I figure this out is to say " are you using Firefox or Internet Explorer to send email?" if they say, "no, I am using Outlook Express" you have your answer.
... Amy, more detail, please?
When you read email via OpenWebMail you are on a web browser. If you use Thunderbird at your desk, that is an email client. Is this getting more clear?
... Hey, I am almost getting this...
If you have ANY software on your computer (other than a web browser) to read email, you are using an email client and you WILL NOT be able to send email via the HCL Wi-Fi. You will be able to read it and receive it. You can also write and email and put it in a DRAFT folder to send later.
If you are ONLY in a browser, your email should work.
What if there is another problem? What if they can't find the Wi-Fi on their computer?
You can always suggest the tried and true step - reboot. I find with my laptop, when I turn it off and then back on, it finds the Wi-Fi network. Otherwise, the customer needs to contact their computer support team.