• The FTE full-time position of COMPUTER SUPPORT TECHNICIAN (LSP / DCSC) was established, classified, advertised, and filled with its first incumbent -a 15-year veteran of I.U. Libraries- Michael D. Main.
• Given that the role of DCSC is new to I.U. Libraries, the incumbent devised a strategy for self-education, formal (classroom) technical certification training, and departmental task management.
• The year 1996-1997 is best-characterized -in terms of computer / technical issues- as an unprecedented period of massive technological change for the CUSTOMER & FACILITIES SERVICES DEPARTMENT.

• Thirty professional and staff computer workstations were upgraded / replaced as a hardware base to support a system-wide upgrade to the HORIZON system (expected 1998).
• A master computer configuration manual was prepared and utilized to configure hardware / software applications for all the new COMPAQ computers.
• All new workstations were assigned permanent I.P. addresses and were formally registered with unique DNS addresses.
• All new workstations were physically inventoried and tagged for FMS Property Management tracking.
• NORTON 2.0 WIN95 anti-virus software was installed and configured on all new workstations.
• Work was begun on department-wide spreadsheet and database conversion from long-standing historical working task files to the format of MS-OFFICE 95 software suite applications.

• Every new PENTIUM workstation and LAN printer in the department was successfully migrated to a new NETWARE 4.1 server named TIAMAT in May 1997.
• New TIAMAT accounts, access, and user rights were generated for all PAs and Support Staff members. All received initial one-on-one instruction on how to log-in and locate files on the LAN.
• A long-standing request to connect the Stacks Office laser printer to the LAN was fulfilled, providing much improved functionality.

• The department saw the debut of an Intranet for library professionals, staff members, and student personnel. The new CUSTOMER & FACILITIES SERVICES' ESSENTIAL RESOURCES web site consists of over 25 web pages with over 100 vital active links. The site serves many needs: Staff Tech Education, WWW Reference, Local System Status Reference, Dept & Campus FAQs, and a 24-hour-per-day Online Problem Report Form to the DCSC.
• A comprehensive review and re-design of the department's Public Services web site was begun and tested. Improved functionality in the Online Patron Renewal Form was implemented.

• Indiana University Libraries successfully installed and implemented ARIEL 2.0 MIME-compliant electronic document transmission software in early 1997. A new, dedicated PENTIUM workstation was installed to provide a cutting-edge hardware platform for the new service.
• Indiana University -together with the University of Minnesota and Northwestern- volunteered and served as a pivotal test partner to evaluate the effectiveness of ARIEL MIME delivery. Initial tests of MIME document receipts and transmissions suggest the likelihood -in the near future- of a new paradigm for document delivery to the client desktop. I.U. is now poised to participate.

• The DCSC enrolled in programs -both in-house and outside the library- of Technical Education and Certification Training. Classroom courses successfully completed included: NETWORKING ESSENTIALS; SUPPORTING WINDOWS 95 (MICROSOFT-Sponsored Training: 8-Week Course With Labs); PUBLISH ON THE WEB; UNIX & UNIX UTILITIES FOR WEB DEVELOPERS; CREATE A WEB FORM; EFFECTS OF COMPUTER USE ON VISION.
• The DCSC attended a CWA-sponsored, daylong workshop: IDENTIFYING & DEALING WITH TROUBLED EMPLOYEES.

• A new CUSTOMER & FACILITIES SERVICES' ESSENTIAL RESOURCES web site -consisting of 25+ web pages with over 100 vital active links- was designed and implemented to serve many needs, chief among them being staff technical education and reference.
• The DCSC designed and taught a classroom course (three separate sessions were offered) to instruct staff on how to exploit the features of the above mentioned web site. Topics covered included: Web Searching; Local Campus and International Web Resources.
• All professionals and support staff in the department were enrolled for training in numerous WINDOWS 95 computer literacy courses (e.g.: INTRODUCTION TO THE WINDOWS ENVIRONMENT).
• An online How-To Newsletter for departmental staff was initiated. TRY IT! covers topical matters such as: How To Search the Web & Navigating File Structure On the (TIAMAT) Library LAN.

• Cutting-edge FED-EX (FEDERAL EXPRESS) tracking and shipping software was configured -together with a PENTIUM workstation, laser printer and a new modem to support its use- for the department's mailroom operation. Enhanced tracking and service resulted.
• The latest UPS (UNITED PARCEL SERVICE) tracking and shipping software was installed and configured for the department's mailroom.

• Fifteen non-functional public OPAC (ONLINE PUBLIC ACCESS CATALOG) workstations --located two-to-a-floor on floors 4 through 11 in the library's research tower -- were replaced with newer, fully operational equipment.

• Final approval from the Dean of Libraries for a new graphic design for the Libraries' public web presence is forthcoming. When the green light is given, the DCSC will complete the re-vamping of CUSTOMER & FACILITIES SERVICES PUBLIC WEB presence. The new web site will then be published live for enhanced functionality and service to patrons.

• The debut of Ameritech's HORIZON product is anticipated in 1998. The current NOTIS 6.4 will be replaced with a WINDOWS interface paradigm. A substantial support, informational, and training effort will be required -for all Units of the department- to accommodate this major change.

• A second ARIEL electronic document transmission station is to be installed in the DDS Unit. This will be a PENTIUM machine, with its own, dedicated HP laser printer. The new workstation will serve in a dual capacity: both as a back up to the current ARIEL set-up, but also as a RECEIVE station for daily document traffic.

• Continuing technical education will be pivotal for both professionals and support staff throughout the department in the year ahead. Several new technology initiatives -both within and beyond the library- are expected. HORIZON; MS-EXCHANGE E-MAIL; SAVEIT 3.0; ILL MICROENHANCER FOR WINDOWS; FED-EX & UPS UPGRADES; MULTI-PURPOSE OPAC STATIONS; POSSIBLE MS-OFFICE SUITE UPGRADES; LAN ENHANCEMENTS -- each of these will require initial as well as on-going technical support and training.

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