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Today’s Presenter

Louise AlcornReference Technology Librarian, West Des Moines Public Library

T d ’ P dJennifer Peterson

Today’s ProducersKendra Morgan

Host/Moderator

WebJunction Community Manager

‘WJ Support’

WebJunctionProgram Manager

Easy to be Free: Creating A Smart Wireless Network for your LibraryNetwork for your Library

WebJunctionOctober 7, 2010

L i E AlLouise E. AlcornReference Technology Librarian

West Des Moines (Iowa) Public Library

My assumptions about youMy assumptions about you

Your library has wireless Internet access, or y ,soon will.

You have at least a rough idea of how your i l k i ( ill b )wireless network is (or will be) set up.

You may already be dealing with questions from patrons about how to use wirelesspatrons about how to use wireless.

You may already be sick of (questions about) wireless!e ess

Your Fast and Furious Wireless Tour!Your Fast and Furious Wireless Tour!

What We Will Be CoveringWhat We Will Be Covering What your staff need to know about wireless What your patrons need to knowWhat your patrons need to know Quick troubleshooting tips Some ideas about communicating the aboveg A smidgen on wireless printing Marketing your wireless serviceg y Policy issues related to wireless

Feel free to ask questions!q

What Staff Need to KnowIdea: Use Visuals

How wireless works (visual)( ) Access Points (APs) Wireless Network Cards

(NICs) in laptops, etc.

Adapted with permission from: Wireless Networking: A How-To-Do-It Manual for Librarians by Louise Alcorn and Maryellen Mott Allen. New York: Neal-Schuman Publishers, 2006.

Idea: Show Staff How It WorksIdea: Show Staff How It Works

Adapted with permission from: Wireless Networking: A How-To-Do-It Manual for Librarians by Louise Alcorn and Maryellen Mott Allen. New York: Neal-Schuman Publishers, 2006.

What Staff Need To Know: BasicsWhat Staff Need To Know: Basics

Access Points (APs) Wireless Network Cards (NICs) in laptops,

tetc. Transmission and Interference Issues

“T Ti C d St i With t th St i ” “Two Tin Cans and a String…Without the String” Only the very basics are needed

H th t it th l ith l t Have them try it themselves with a laptop Basic Troubleshooting

Troubleshooting Basics: Finding the Wi-Fi SymbolBe sure you show them the following basics:Be sure you show them the following basics:

Finding the Wi-Fi symbol in the system tray

Troubleshooting Basics : Wireless Card Not OnDo you see the wireless icon in system tray?Do you see the wireless icon in system tray? If not, look for the wireless symbol on their keyboard

– it may be Function (Fn) – F2 key or a similar y ( ) ycombination to turn it on.

Once on, wireless icon should show in system tray.

Troubleshooting Basics : Fi di SSID i li tFinding SSID in listFinding the library’sFinding the library s Wi-Fi signal (SSID) in wireless networks list –list Connect/Disconnect button

Troubleshooting Basics : Wi l PCWireless on non-PC systems

You may want to f ili i lf ithfamiliarize yourself with how wi-fi setups and settings look on Macs.

*Although the settings are located differently, the basic functions are the same find the SSIDsame – find the SSID, connect to it automatically.

TroubleshootingTroubleshooting Basics: Settings for differentfor different operating systems

(Windows/Mac)

2005 screenshot from: www.wtamu.edu/library/circulation/wireless.shtml

What Staff and Patrons Need To KnowWhat Staff and Patrons Need To Know

Your Wireless SetupYour Wireless Setup Where are your APs? (staff only) Where are the ‘hotspots’?Where are the hotspots ? Where can patrons plug in their laptops? Do they need a WEP key or other access y y

code?Consider Making a Map

Hotspots where coverage is good Electrical Outlets! (we often forget this)

Idea: HotSpot and/or Electrical MapIdea: HotSpot and/or Electrical Map

From www.madisonpubliclibrary.org/services/wireless.html

What Staff and Patrons Need To KnowWhat Staff and Patrons Need To Know

Your Wireless Setup (cont.)Your Wireless Setup (cont.) What type of transmission (802.11a/b/g) and

thus what type of NIC required? y usually they cover multiple versions (a/b/g/n)

SSID – your network ‘name’ Why it isn’t “just like Panera or Starbucks”

(unless it is) Proxy settings? Authentication?

Any special instructions.

Idea: Handouts on Proxy SettingsIdea: Handouts on Proxy Settingsy

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What Staff Can/Cannot DoWhat Staff Can/Cannot Do

Turn AP’s off/on to reset service?Touch patron laptops to help with

t bl h ti ? ( li i )troubleshooting? (policy issue)They can always make suggestions:

b ‘h ’ i b ildi• better ‘hotspots’ in building • “is your wireless card turned on?”

b i t bl h ti id t ff• basic troubleshooting ideas – arm your staff with handouts!

Idea: FAQ for staff before launchIdea: FAQ for staff before launchHoward County (MD) Library example: very funny and informative:

http://www.webjunction.org/computer-policies/-/articles/content/437882

Sample: 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 Peanuts TV 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?... 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.

Any Questions?Any Questions?

What Staff Need To Know: Troubleshooting Basics, Part IIProblems That Patrons Might EncounterProblems That Patrons Might Encounter

No idea how to access wireless with their new laptop (newbies)( )

Don’t know how to turn wireless card on No signal Low signal, low connectivity Signal fine, web pages not coming up

Are they set up to accept DHCP? Loss of signal/connectivity during session

Do you need to release/refresh their IP?Do you need to release/refresh their IP?

Situation: Limited or No ConnectivitySituation: Limited or No Connectivity

P ibl E l tiPossible Explanations:1) they are in a ‘cold spot’ – move2) they have a bad wireless card (rare)2) they have a bad wireless card (rare)3) they haven’t put in your proxy settings or WEP key (if you require them)( y )4) too many people trying to use wireless at once (AP overwhelmed) – this should tell you it’s time to get another Access Point or up your bandwidth!another Access Point or up your bandwidth!

Situation: Limited or No ConnectivitySituation: Limited or No Connectivity

5) “Cannot find server – DNS error” - They have a ‘stuck’ IP address that needs releasing.

Example: Review Word Document:“Wireless Troubleshooting – DHCP and

Releasing/Renewing IP address”

Any Questions?Any Questions?

What Patrons Need To Be ToldWhat Patrons Need To Be Told

ChecklistChecklist:Where the access is available (description or

map of coverage areas)map of coverage areas)When it is available (after hours in parking lot)H t t ti k h tHow to get encryption key or how to

authenticate (if applicable)

What Patrons Need To Be ToldWhat Patrons Need To Be Told

Checklist (cont )Checklist (cont.):What support is available, and during what

hourshours.Some helpful links to troubleshooting sites

from Microsoft Apple Palm etcfrom Microsoft, Apple, Palm, etc.A simple set of troubleshooting tips, for

common problemscommon problems.

What Patrons Need To Be ToldWhat Patrons Need To Be Told

Wa s to tell patrons hat the need to knoWays to tell patrons what they need to know:WebsiteHandoutsHandouts Table TentsBookmarksBookmarksCaptive Portal website with access infoStaff interactionStaff interaction

Iddea: SSamplee FA

Q

Additional Ideas for your FAQ: What You Offer and What You Don’t

“Th lib d /d t id th bilit t “The library does/does not provide the ability to access streaming audio or video, telnet or FTP.”

“Web-based email only, no SMTP server connected.” “No printing is available from the wireless network.

You can save your documents to floppy or USB drive and print them from our wired stations.”and print them from our wired stations.

“Staff will provide no/little/some technical support, including/not including dealing with patrons’ personal computer equipment ”computer equipment.

Libraries with good troubleshooting or wireless FAQ’s on their websitesChicago Public Library -g y

http://www.chipublib.org/aboutcpl/wifi.php includes link to FAQ here: http://www.chipublib.org/aboutcpl/wifi_faq.phpVery comprehensive and understandable Example: “WhyVery comprehensive and understandable. Example: Why can't I use my other e-mail clients (Outlook, Eudora, etc.) to send e-mail from my laptop while I'm connected to the Library's WiFi network?”

Madison Public Library -www.madisonpubliclibrary.org/services/wireless.html This is where I got the “outlet map” image.g p g

Menlo Park Library –http://www.menloparklibrary.org/wireless.htmlLo e their idea of “laptop friendl tables”!Love their idea of “laptop-friendly tables”!

Wireless Printing: Items to ConsiderWireless Printing: Items to Consider

Can your public network printer be adapted y p p pfor wireless printing? Options: Wireless upgrade kit Wireless print server Wireless printer

Can your existing print management system (Envisionware, SAM, Cassie, etc.) be

d t d t k ith i l i ti ?adapted to work with wireless printing? If you charge for wired printing, can you

t h f i l i ti ll?capture charges for wireless printing, as well? No second class citizens!

Thinking Outside the WiresThinking Outside the Wires

Marketingand

PolicyPolicy

Marketing Your Wireless ServiceMarketing Your Wireless Service

Tell your staff first. Tell your staff first. Tell your larger organization (city, university). Let

them help you cross-promote and refer. T ll ll Tell your colleagues Tell the press (test first!) Tell your patrons.Tell your patrons.

Website Tent cards

Handouts Handouts SHOW your patrons!

Make a map Brand Your Hotspot

Idea: Brand Your HotspotIdea: Brand Your HotspotImage at left: Paris-Bourbon County PublicBourbon County Public Library, Paris, KY http://bourbonlibrary.org/wireless.htm

Above right: Whitman County (WA) Library: http://www.whitco.lib.wa.us/LibraryNews.htm

Above left: Dover (NJ) Free Public Library http://www.dfpl.org/news.htm

p // co b a us/ b a y e s

Image at left from Eva K. Bowlby Library, Greene County, PA:http://www evakbowlby org/http://www.evakbowlby.org/

Wireless Policy IssuesWireless Policy Issues

Don’t forget:Don t forget:Your existing Computer/Internet Use Policy

Your existing Library Conduct Policy

These cover most of what you need for wireless use by patronsuse by patrons.

Wireless Access Policy: Additional Disclaimers and Warnings

“Th lib t t ti t ll ti “The library cannot guarantee a secure connection at all times and in all places…” (two tin cans and a string…)

“Wireless networks are transmitted via radio waves, and are th f tibl t ‘ d i ’ P t h ld btherefore susceptible to ‘eavesdropping’. Patrons should be aware of what they are transmitting over this open network.”

“As the library’s Internet access is filtered, so is the wireless t th I t t ” ( h t b i t t!)access to the Internet.” (or whatever – be consistent!)

“Patrons are responsible for their own equipment.” “All library policies concerning legal and acceptable use of

computers and the Internet, as well as library conduct policies, apply to patrons using our wireless service.”

Marketing and PolicyMarketing and Policy

Review on your own:Review on your own: Handouts on

“Marketing Your Wireless Service”Marketing Your Wireless Serviceand

“Wi l A P li ”“Wireless Access Policy”

M i t i IT b it L i ’ blMaintainIT website – Louise’s blog:http://maintainitproject.org/blog/136

An Final Q estions?Any Final Questions?

Thank You For Your Time!Thank You For Your Time!

Louise Alcorn

email: louise.alcorn@wdm-ia.com

Handouts may be used as examples. Please reproduce only withPlease reproduce only with permission and attribution.

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