[Web4lib] Library relationship with computer services SUMMARY

[Knight, Stacey]

Hi,

Thanks again to all who replied to my questions about their library's relationship with computer services. As promised, below is a summary of the responses I received.  Your comments have been extremely helpful, and I hope that others will find this information useful as well.  Thanks!!!

1. What kind of control does the library have over their web pages?  Maintenance? Developing new content (i.e. tutorials, etc.)?  

Lib1: The University has some web standards, which we must follow, but they are fairly minimal.
Lib2: Full control over web content and layout, full responsibility for maintenance (backups, updates, &c), we develop (or adapt from elsewhere) our own content, tutorials, &c
Lib 3: The library has complete control. We have an in-house systems department, and all of our servers are run in the library, separate from campus servers. In fact, we almost never deal with campus Systems department. 
The library Systems department is not associated with decision-making for the website. If we need them, they help.
Lib 4: I do almost everything for the library's webpages. When the campus website goes through a major overhaul, the campus webmaster usually gives me a heads up. The library's webpages are designed to fit inside the overall campus-wide framework, so from time to time, that framework (including the navigational elements, color schemes, etc.) will change, but our content remains the same unless I change it. Several years ago, the campus webmaster tried to remove the link to the library from the main campus homepage. Faculty complained so loudly that the library just waited quietly until the campus webmaster got the message and reinstated the library's link on the campus homepage. I think the campus webmaster is thrilled that he does not have to maintain the library's webpages.
Lib 5: The library has full control over it the content of its web pages.  In fact, the responsibility is delegated down to individual librarians and/or teams, with the systems team providing the overall framework, helping them produce the pages and where necessary nudging them to update old ones.  We also provide input to some web pages from other support services departments (eg the labs and charged printers that we host are mentioned on Computing Services and Media Services web pages).  The library staff can also put tutorials, training info, etc on the "Learn" VLE run by Computing Services (just as any academic member of staff can).
Lib 6: Complete control, although we do try to abide by a few university-wide standards in terms of use of logos, school colors, etc.
Lib 7: We have control over the content within the campus template. We don't use a CMS, but we use CSS and SSI to maintain consistency across departments.
Lib 8: We have complete control over web pages.  We have our own server.
Lib 9: The library has complete control over its own web site. We do have to follow campus web standards, but we do all our own content. The campus standards were approved last spring, so we're not in compliance yet, but we with the assistance of the computer center (because of staff time rather than any requirement on their part) we have developed a standards-compliant template and will be migrating shortly. We asked them to do the template and let us do the content migration so we can check each page for currency and accuracy before going live with the site.
Lib 10: WE MAINTAIN FULL CONTROL OVER THE LIBRARY'S WEB PAGES.
Lib 11: The Library has full control over its own web pages and its web server.
Lib 12: full control over the content.  However maintenance and edits are submitted through two groups (library staff, Public Information Office) before finally reaching an outside contracted webmaster for action. 


2. How are the library web pages maintained?  (in-house, CMS)  

Lib1: They are maintained in house by librarians and staff. We use Macromedia Contribute for editing content. We have about 32 people now doing this. To control the look and feel we use templates.
Lib2: Manually, in house (by a small team that hasn't had much attention in the last few years)
Lib 3: The entire website is maintained by a group of staff web developers (most have other duties). When we need server-side stuff, the Systems department helps.
Lib 4: In-house. I have Dreamweaver, but prefer NoteTab Pro. Nothing database driven yet, but I'd like to add that sometime soon. I am the only one who adds or updates any of the library's webpages.
Lib 5: In house.  We've looked at several CMSes but not found something that we like so far.  We do have use of a blog for internal staff communication (as well as email lists).
Lib 6: In-house. Some pages are database-driven, but the scripts for those pages are also developed in-house.
Lib 7: We maintain in house. I was also the library webmaster and am still coordinating the site. Our reference librarians maintain reference pages, the music librarian maintains her pages. We use text editors or Dreamweaver -- whichever the individual editor prefers.
Lib 8: in-house, we have several page authors, one web committee
Lib 9: In-house, though the campus is looking at a CMS and we'll probably use that whenever it gets implemented. Staff time considerations are the major factor in that.
Lib 10: THREE LIBRARIANS AND TWO SUPPORT STAFF SHARE THE RESPONSIBILITIES.
Lib 11: Library web pages maintained in-house with Template Toolkit and other tools.
Lib 12: See answer above.

3. Does content have to be approved by computer services, a web committee, library webmaster, etc.?
Lib1: No, unless it is a new service, or a big changes, etc.
Lib2: No formal approval process, again a small team that fixes stuff ad hoc.
Lib 3: A web committee makes all decisions. The webmaster's job is to see that those decisions are carried out (and he's part of the web committee).
Lib 4: No. I add all content and make changes as I see fit. The other librarians have input and have occasionally written things for the web, but they usually write a rough draft in Word and I translate it to HTML and redesign for the Web. They frequently simply ask for particular things and I work up samples and revise after they see it.
Lib 5: Nope.  There are some guidelines on layout and usage of the University logo but that's about it.
Lib 6: The library has an internal web committee, and a web-master who is a member of that committee.  Major changes go through that committee, and are discussed and approved by the library administration. In theory, the university administration could overrule the library administration if they didn't like something, but that has never happened.
Lib 7: Nope. A major site change would need to be approved by the presidentially -appointed Web Steering Committee, but for day-to-day content changes, we're on our own.
Lib 8: We have University guidelines, but content is only generally run through the Library Web Committee
Lib 9: Our campus web standard is chiefly for look and feel. They realize that we know our own content better than they do, so they pretty much leave it alone. If someone complains about our content for some reason then the campus webmaster and/or public relations will review the complaint and let us know if something needs to change. This has not happened in the 9 years I've been doing the site. I as library webmaster do review the content (everything has to go through me to get put on the server), but primarily for grammar and spelling rather than content. I work with the page author if I think the content needs some tweaking. This is rare.
Lib 10: ALL MAJOR CHANGES ARE DISCUSSED BY THE PROFESSIONAL LIBRARIANS IN A MONTHLY MEETING BEFORE THE CHANGES ARE MADE.
Lib 11: Library website content is approved by the head librarian (Dean of Learning Resources).
Lib 12: Approval by the director of the library.


4. How much control does library staff have over the look and feel of the library web pages?  
Lib1: Not much, they control the content, but the web team controls the look and feel, with staff input and suggestions welcome.
Lib2: If we wanted, we could go our own way with little repercussion, but the University will implement Banner/Luminis next year & we will lose most "look & feel" decisions
Lib 3: We have a library-wide template. People can do just about whatever they want within that template.
Lib 4: Within the overall framework provided by the campus webmaster, I have total control.
Lib 5: The library "home" page framework was originally designed by our Media Services department but that has been updated by us as new services appear.  Sub pages are done to a library supplied template.
Lib 6: Complete control for the library staff who are involved in maintaining the web site, but that is a small group.  (Mostly the web-master and Director of Automated systems, with some specialized pages created by Special Collections staff and our bibliographic instruction librarian).
Lib 7: As I mentioned above, we have a campus-wide "look and feel" maintained with templates. We *could* (if we really wanted) develop a site that didn't use the campus template, but we'd have to give up our link on the campus homepage -- and we're not willing to do that.
Lib 8: The Library Web Committee and the Director of Libraries designed the web pages.  We try to keep individuals from varying too much from that standard by using templates and style sheets.
Lib 9: Staff can contribute to library-department pages just as faculty does. Each department has its own web person and that might be faculty or staff, depending on who has the knowledge and/or interest. Honestly, most of them just send me e-mails with "can you change this" when the pages need updating.
Lib 10: TOTAL
Lib 11: Full control, subject to approval of Dean as mentioned above.
Lib 12: No control over the look and feel.


5. Does any of the library staff have access to the web server? 
Lib1: Yes, see above. Although, keep in mind, their access is limited to the areas they are permitted to edit only.
Lib2: Yes, all faculty have 'modify' permissions to the majority of pages on the site
Lib 3: Many have access to the test server. Only a handful (the fewer, the better) have access to the live server.
Lib 4: Yes.  I just acquired permissions on the server within the last year or so and it has made all the difference in the world!  Previously, I would keep copies of the webpages on my PC, edit them, and send them to the campus webmaster.  He would do nothing with them except upload them to the server.  A few years ago, he gave me edit rights on the "backup" server where he kept the working copy of the website, so I would edit the pages there and then just let him know which ones needed to be copied to the live server.  One day it dawned on both of us that all that was a silly waste of both our time, so he gave me full control of the library's folder on the live server.  I only have access to the library's webpages, but I can now make minor changes very quickly, can try things out to see what they look like, can post new pages so the other librarians can look at the rough drafts, etc.  I'm not sure how I worked without access to the live server before!  No matter how many times I would look over a page while it was on my computer, I would always notice minor (or major) problems as soon as it was posted to the live server.
Lib 5: Yep - some staff have access to the sections that they need to update (i.e. we can update library pages but not (say) Computing Services or Physics pages).
Lib 6: Yes, library Systems Department staff have administrative rights on all our servers.
Lib 7: We all do. Only a handful of people are actually working on pages (maybe 5 out of 15).
Lib 8: Over 10 library faculty and staff have access to publish pages.  There are 3 administrators of the server in the library.
Lib 9: Yes. My back-up web master for the library is a staff member (as opposed to being a librarian). She has complete access to our web site. Library department web masters usually only have rights to their own department's section (usually a directory) of the server.
Lib 10: YES - COMPLETELY
Lib 11: The Systems Librarian and Library Computer Support Specialist currently have access to web server.
Lib 12: Not known.


6. Is library staff allowed to install software on their computers?
Lib1: No, this is done by our Library IT department.
Lib2: Most are, some users are restricted (due to past behavior & inappropriate programs installed)
Lib 3: Yes, whatever they want. Systems discourages installing personal copies of software we have licenses to, though. For example, many of the staff have Photoshop through the library. If I want to install my personal copy of Photoshop, Systems would probably discourage it, because it makes keeping track of licenses more difficult for them. At the same time, if I installed it on my computer without telling them, they'd probably never know.
Lib 4: Most of them have Administrator or Power User rights on their computers, but they are discouraged from installing things themselves. I or my technician do most of the installations, and we will delete things if they are inappropriate or are causing problems. The library computers also have different Administrator passwords than those used throughout the rest of the campus, and I do not share the library Administrator passwords with campus IT, though a few of them that I trust have learned them over the years.
Lib 5: We do it for them in the library systems team.  They used to be able to install what they wanted but this often resulted in us (ie the library systems team) having dealing with spyware infestations, deleting software that clashed with our supported software and/or screwed up the machine, explaining licensing, etc, etc.  Since moving to a Computing Services supported WindowsXP staff desktop service we've locked down the desktop machines for most of the library staff and that's cut down on support problems and individual's downtime tremendously.  If someone needs something for work then we'll take a look at it on a test machine, make sure it plays nicely and then install it on their machine.
Lib 6: Yes.
Lib 7: There's another issue. For the most part, no. But then, neither is anyone else on campus. Faculty are able to request "administrator" status which allows them to install most (but not all) software. ITS holds the reigns on that one pretty tightly.
Lib 8: Yes.  Each person is an administrator on their own machine.
Lib 9: Yes and no. If it can be installed without being a Windows administrator (plug-ins and the like, mostly) they can install it. If it needs to be installed by an administrator I do the install for them, or ask campus IT to do it if I don't have the time. This does require the staff to prove that they have the right to install the software (license or purchase agreements and such).
Lib 10: NO
Lib 11: Library faculty are allowed if they request this privilege, library staff are not usually allowed to do this.
Lib 12: Not for web page editing.

7. Does your institution support open source platform/software?
Lib1: No,not really, pretty much all microsoft. However, Lib IT uses linux, apache, mysql and php extensively.
Lib2: We are mostly a Microsoft shop, the sciences use various *nix versions and I run some open-source apps on Windows to support projects (MySQL, PHP, Perl, &c)
Lib 3: No, but we're looking into it for several things.
Lib 4: Not at this time. I am considering PHP and MySQL but don't have an extra server or time to work with it yet.
Lib 5: The main campus web server is an Linux box running Apache.  Linux and BSD are also used on a lot of other Computing Services servers In the Library we've got several Linux servers of our own and we've written our own open source software (the Loughborough Online Reading Lists System (LORLS) - see <URL:http://bookworm.lboro.ac.uk/about.html>).  We use Perl and C/C++ for programming by preference, but we've got a couple of open source Java based things to look after as well.
Lib 6: They allow it, but don't support it -- it's up to library staff to fix it if it breaks.
Lib 7: We're working on it. We have an application server that's running opensource tools like Moodle and Coppermine. But our main servers are running Windows.
Lib 8: No official support, except for Netscape, Apache.
Lib 9: Not particularly, though some of us are beginning to push harder for it.
Lib 10: NO
Lib 11: Library web server runs on Apache and Linux.
Lib 12: Not known.

8. If you have a proxy server (i.e. ezproxy), is it managed by the library or by IT/computer services?  
Lib1: Library IT department
Lib2: Yes, Ezproxy, maintained by 3 librarians (I administer the software and everything, others handle only database configurations)
Lib 3: Library Systems department
Lib 4: We have EZProxy on one server and the library ILS (Sirsi Unicorn) on another.  I manage both servers and they are located in a room off my office.  Campus IT is totally confused by the library ILS and EZProxy and prefers to keep this arrangement.
Lib 5: There's a campus Squid proxy setup that the Networks Team (of which I'm a member with another work hat on!) look after for the whole University. The Library can request direct connections for products that don't play nicely with proxies.
Lib 6: By the library.
Lib 7: We use EZProxy and it's managed by ITS. We tell them what we need and they do the actual tweaking.
Lib 8: The Library manages EZProxy.
Lib 9: We have a proxy server (still in the implementation phase) that is jointly managed by library and IT personnel. The IT people do the general server care and feeding (backups, updates, patches, software install, etc.) while library people do the configuration for the databases we want to access through it.
Lib 10: NO - WE HAVE ASKED FOR ONE AND ARE STILL (AFTER 6 MONTHS) WAITING ON THE PURCHASE OF EQUIPMENT
Lib 11: EZProxy server managed by Library IT staff.
Lib 12: IT staff.

9. What technology issues does the library handle directly and what must be filtered through IT/computer services?
Lib1: Our campus wide IT department only handles issues affecting say the email system, the network, etc... we do all the rest.
Lib2: We handle everything except DNS/external from the library networking and printer hardware
Lib 3: Library handles everything independently.
Lib 4: I handle almost all technology issues in the library except for the network, which is handled by campus IT.  They manage all hubs, routers, switches, network cabling, Internet access, etc.  If I have problems with the library servers or anything else, I can ask them for assistance.  Campus IT also handles the site licensing and installation for antivirus software for staff and public PCs, and MS Office for staff.  The library handles MS Office licenses for public computers in the library.
Lib 5: The library looks after its own IT (that's what the Systems Team is for) but tries to fit in with centrally managed services provided by Computing Services where possible (eg the staff desktop and student labs PC models). This means that we aren't reinventing the wheel ourselves.  The networking across campus is managed by Computing Services up to the wall socket, although the library is in the handy position that I work for both it and the Networks Team.  In practice the Library Systems Team is trusted to fiddle with its own networking, partly because the other chaps are pretty sound, partly because we've done it for years and partly because it's usually me that is doing it anyway! As well as library staff and library user desktop PCs, the Library system team also run the Aleph OPAC, SFX, metalib, the reading list system, an online (homebrewed but not yet released as open source) resource booking system, a digital document archive, the library staff blog server and a load of miscellaneous small MySQL databases with web front ends that have grown up over the years for specific site dependent purposes (asset recording, recording training session attendance, etc, etc). The Library systems team also get to feed into central Computing Services development as we're on various IT forums, project groups, steering bodies, etc.  Oh, and having a member of the team working part time in Computing Services as well. 
Lib 6: Basically the library systems department deals with applications (web site, ILS software, utilities like EZproxy), and campus I.T. deals with infrastructure (network connectivity, firewall configuration, hardware, monitoring that server operating systems are up to date with security patches) and occasionally with interfaces to other campus systems (e.g., setting up the table that lets us load student record data to our Circulation system). 
Lib 7: Apart from web stuff and the online catalog/ILS, pretty much everything else is handled by ITS: public computer maintenance and upgrade, printer maintenance, server maintenance...
Lib 8: We have a Technology support group that troubleshoots computers, networks, software problems, etc.  Usually hardware and network problems are referred through them to IT.
Lib 9: I handle all technology issues that I can handle (basic hardware, some software, all library-specific software) and if it's something I can't fix then I hand it over to campus IT. This system just kind of grew up organically because I have the knowledge-base to do this and I'm not sure how/if it will continue when I leave the library.
Lib 10: HARDWARE GOES THROUGH IT - INSTALLATION OF SOFTWARE GOES THROUGH IT 
Lib 11: Library staff manage library student and staff PCs, library fileserver, library automation server, library web server, remote authentication (EZProxy) server.  Campus IT staff manage wireless network, DNS and Domain controllers and network infrastructure (switches,etc.)
Lib 12: Every technology issue is handled by IT. 


10. How responsive is IT/computer services to library requests?
Lib1: Pretty good overall.
Lib2: Due to my excellent relationship with the network manager the network stuff is handled very quickly (usually within 5 minutes), printer repairs (the University techies are significantly better at printer hardware than I am) get queued into their workflow & are not very timely (but we get better service than most other units on campus, again due to my good relationships "over there")
Lib 3: Library Systems department is very responsive. On the few occasions I've worked with campus computer services, they've been responsive and easy to work with.
Lib 4: It varies. Sometimes they are very responsive, sometimes not so. I bend over backwards to be polite to them and keep them on our good side. I am one of the only people on campus who does not have to observe their web-based Work Order Request system, and I can phone, page, or email any of the campus IT people directly. Getting a response, however, varies from immediate to nothing. Our biggest problem is network support from 5:00pm to 7:00am Mon-Fri and all day/night on Sat and Sun. If the network goes down or has issues during those times, we usually spend quite a bit of time getting someone from campus IT to respond and get it fixed. Campus IT does not see it as a frequent enough problem to do anything about it, even though the library is open till midnight Sun-Thurs and students use the journal databases and catalog 24/7.
Lib 5: That's tricky for me to answer, seeing as I work 1 day/week for the Library's systems team and 2 days/week for Computing Services networks team.  I'd say it probably varies, depending on how complex the request is, how urgent it is and what workloads we're under.  Some requests from library staff and/or users come into the Library systems team but we have to bat them over to Computing Services to handle because it is a service that they provide that our users are accessing (eg the charged printing or tweaking the student lab model).  Most of the simple, straight forward questions are answered there and then when folk come into the systems team office.
Lib 6: Very responsive as long as we confine requests to infrastructure-- for example, if we need a port opened in the firewall to accommodate a particular library application, they respond quickly.  We don't ask them to do any development work (for example writing scripts for database-driven web pages), or to get involved in library-specific applications like EZproxy.  This has worked well here, because we're large enough for the library to have its own Systems department; I realize it wouldn't necessarily work for smaller institutions.
Lib 7: Very responsive, usually. We have a good working relationship with ITS (they're currently tenants in our building) and we get along personally, which really helps.
Lib 8: Fairly responsive.  We sometimes have to wait in line when it is critical.  Our servers are in their building and they troubleshoot some of them.  Getting through the student helpline to a staff  person can be challenging.
Lib 9: Very responsive. We have very good personal relationships with the IT people and they know which of us are likely to, um, freak out over little things, shall we say, and which are only going to go to them when it's really serious. When I go to them for assistance they know that it's serious. Because most things now get filtered through me they're usually very willing to help out
Lib 10: FAIR
Lib 11: Library IT staff have a close collaborative relationship with campus IT staff. Campus IT is pretty responsive to library requests, but sometimes less so depending on their own workload.
Lib 12: Very responsive. 




Other comments: 

Lib 9: You didn't ask about this specifically, but I think this is one of the big things that makes our library/IT relationship work so smoothly. Personnel from the library are automatically included in the campus IT strategic planning process. A group of us gathers at least once each year to discuss campus-wide goals and set priorities. This is led by the director of campus IT, but includes the library, campus instructional technology (the folks who do the classroom a/v equipment), and often people from our conference centers and continuing education. Basically our campus IT director is very aware that what the library does so far as database purchases and access will affect what needs to happen in the classrooms and labs on campus, so he makes sure we're a part of the planning effort.

Another thing that we've done that may be a bit unique is that I am the official library liaison to campus IT. I treat them just as I treat my teaching faculty liaison areas in that I am available to them for one-on-one sessions in using library materials (many of our campus IT staff are working on degrees), taking book purchase requests for them, and generally being available to explain how the library works. I've even done BI-type sessions for the computer lab assistants so they can better help students and have an idea of when they should send them over to us when they're working on research.  I think having one person who campus IT knows they can contact for any library question has helped quite a bit.

Lib 13: Our library consortium head office used to be housed at an  
institution with a fairly locked-down web policies. Not quite as  
bureaucratic as what you're describing, but close. We were in a  
position where it was obvious  we needed to significantly enhance our  
web site, moving from a collection of  static pages to a database- 
driven model, with much more access by office staff. After a number  
of meetings with the IT dept., it became obvious that they were not  
willing to support what we wanted to do. Even after much discussion  
the source of their reluctance never became entirely clear, but my  
sense was the major concern was workload issues.

Eventually we said fine, we'd really like to work with you on this,  
but we understand if you don't have the staff resources to support  
it. Therefore we'll do what we always do when we don't have resources  
locally to support necessary projects: contract out. (Webspace on  
commercial servers is dirt cheap. $300 per year can buy you a pretty  
decent setup. $1000 per year would be high-end for most library-scale  
web development projects. )

I got the sense that our IT department was unhappy with our decision, 
but what could they do? We made the argument that we contract out for  
research database hosting all the time;  contracting out for web site  
hosting was pretty much the same thing. And we made it clear that we  
would be happy to bring our site back in house when they were  
prepared to support what we needed to do -- which is to say the  
decision was pragmatic, not personal.

Not sure how applicable this would be to your situation, but it  
worked quite well for us. Eventually we moved to a new home  
institution with more liberal hosting policies, so this is no longer  
an issue for us.


Stacey L. Knight
Research Services and Electronic Resources Librarian
Gary Library
Vermont College of the Union Institute and University
36 College St.
Montpelier, VT  05602
(802) 828-8618
Toll free: (800) 336-6794
stacey.knight at tui.edu