rfc1359.txt

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   A network is only as successful as the users say it is.  From the
   very beginning, the network must be presented to them as a useful
   tool.  Promotion, through newsletters and other appropriate
   communication vehicles must be considered a required activity.  An
   active promotion strategy will allow an organization to set the
   expectations of the users in regards to service and performance,
   especially important for a networking staff that is just learning.

   Faculty involvement from the very beginning is vital.  It is
   important to gain their support and to build on it.  Whether it is
   through faculty advisory committees or direct contact with
   individuals, their feedback and support can be a healthy measure of
   success.

5.  Full Production/Maintenance

   As the campus community incorporates the Internet as part as its
   usual routine, those responsible for the campus network and the
   Internet connection must ensure the accessibility, reliability, and
   relative ease of use of the network.  This ongoing maturation of the
   network constitutes a vital service to the user community.





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   As the network becomes a crucial tool in the user community's daily
   routine, so does the interface between the operations, information,
   and user services staffs and the end users gain in importance.
   Responding to end-user problems with courtesy and accepting
   responsibility for resolving the end-user concern (as opposed the
   actual technical problem) creates a working environment of trust and
   partnership.

5.1  Operation Services

   There will be hardware and software support, including updating and
   maintaining compatible software revisions, planned replacement and
   maintenance of communications hardware to make use of new technology,
   and routine network operations center activities.  This includes IP
   number administration, monitoring of the network to determine usage
   patterns, optimal routing, continuous and accurate updates of known
   problems as well as trouble shooting problem areas of the campus net.
   The network staff will have to maintain its campus routing tables.
   If the site serves as a backbone site, it may have to maintain tables
   for its designated area.

   It is important to continue to have a close relationship between the
   operations staff and the engineering staff.  The operations staff
   must have a quick inroad to engineering to ensure quick responses to
   the user community as problems are reported.

   The scope of these technical activities depend upon the size of the
   campus network and the level of campus responsibility for the
   Internet connection.  The responsibilities grow both in scale and
   importance as the institution comes to rely on the services of the
   network and its access to the Internet.

5.2  Information and User Services

   The education, training and promotion activities associated with the
   network continue but mature both in scope and the level of network
   expertise.  Documentation efforts continue.  Documents are refined
   and reviewed periodically for accuracy and completeness, but
   individual consultation will change as network users become more
   sophisticated and experienced in using the network.  As more and more
   consulting and information services are made available through the
   network itself, network information staff will likely find themselves
   increasingly involved in "training the trainers" or in individual
   consultation and help sessions with faculty and researchers actively
   involved in collaborative research over the network.

   Promotion activities must also continue to involve new faculty and
   staff, to promote and advertise major campus network activities and



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   projects, and to highlight new services and projects available on the
   Internet.  The continuing effort, which can include a campus
   newsletter or periodic seminars on network services, is a necessary
   and crucial part of recruiting new and innovative uses of the
   Internet, which will act to justify continued development and
   investment.

6.  Evaluation Strategies

   A system as complex and ubiquitous as the campus data network
   requires periodic review and evaluation.  As the campus network
   provides the primary access to the larger Internet community,
   evaluation strategies must include analyses of how and where the
   Internet is most heavily used and how campus data flows might
   optimize that traffic.

   Evaluation of network statistics provide key information on how the
   network is used and who is using it.  In turn, this must lead to
   assessment mechanisms to gauge user satisfaction with the network and
   the tools used to make use of the network.  At the base level, there
   are the tools provided within the network protocol itself -- Telnet,
   FTP, SMTP mail -- that provide fundamental access to the Internet.
   But as campus use of the network and the Internet matures, the campus
   network community itself will build on those tools to provide special
   "campus customized" tools used on the network.  Network services
   should evaluate user needs and, where appropriate, design user
   friendly interface mechanisms especially suited to special campus
   area needs.

   While the use of quantitative methods of evaluation are important,
   they can not replace qualitative methods.  If end-users are unhappy,
   if problems continue to be reported even though the statistics and
   technical monitors show few errors, organizations must recognize that
   serious problems do exist and take immediate action to resolve them.

   The use of the Internet itself and its impact on campus research and
   instruction goals must be reviewed and evaluated.  The introduction
   of new technology inevitably involves reorientation and new means of
   communication.  While this should be a benefit to the campus
   community as a whole, the new technologies may leave some segments of
   the community disoriented.  A careful evaluation of the impact of
   this new technology should determine not only which areas of campus
   benefit from Internet participation, but also which areas are not
   benefitting from the new technology.  Planning strategies should
   include special attention to areas not making use of network
   resources to make those areas aware of the potential benefits and to
   provide training in the use of the network.  In summary,
   universities, schools, colleges and institutions in the Internet



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   community must incorporate a mechanism to evaluate both hidden
   benefits as well as hidden costs of that participation.

7.  Appendix A. Partial List of U.S. IP Service Providers

   ANS
           Joel Maloff
           Vice President - Client Services
           Advanced Network and Services
           2901 Hubbard Rd.
           Ann Arbor, MI 48105
           [phone]
           [e-mail]

   BARRNET
           William Yundt
           Pine Hall Rm. 115
           Stanford, CA 94305-4122
           [phone]
           [e-mail]
           Fax: [phone]

   CERFnet
           Susan Estrada
           San Diego Supercomputer Center
           P.O. Box 85608
           San Diego, CA 92186-9784
           [phone]
           [e-mail]
           Fax: [phone]

   CICnet
           Michael Staman
           President
           ITI  Building
           2901 Hubbard Drive  Pod G
           Ann Arbor, MI 48105
           [e-mail]
           [phone]
           Fax: [phone]











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   Colorado Supernet
           Ken Harmon
           CSM Computing Center
           Colorado School Mines
           1500 Illinois
           Golden, Colorado 80401
           [phone]
           [e-mail]
           Fax: [phone]

   CONCERT
           Joe Ragland
           CONCERT (Communications for NC
           Education, Research, and Technology)
           P.O. Box 12889
           3021 Cornwallis Road
           Research Triangle Park, NC 27709
           [phone]
           [e-mail]
           Fax: [phone]

   CREN
           Jim Conklin
           EDUCOM
           1112 16th Street NW
           Washington D.C.  20036
           [phone]
           [e-mail]
           Fax: [phone]

   CSUNET
           Chris Taylor
           Manager, Network Technology
           Office of the Chancellor
           Information Resources and Technology
           P.O. Box 3842
           Seal Beach, CA  90740-7842
           [phone]
           [e-mail]
           Fax:  [phone]











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   JVNCnet
           Sergio Heker
           6 von Neumann Hall
           Princeton University
           Princeton, NJ  08544
           [phone]
           [e-mail]
           Fax: [phone]

   LOS NETTOS
           Ann Cooper
           USC/Information Sciences Institute
           4676 Admiralty Way
           Marina del Rey, Ca  90292
           [phone]
           Fax: [phone]

   Merit
           Eric Aupperle
           Merit Network
           2200 Bonisteel Blvd.
           Ann Arbor, MI  48109-2112
           [phone]
           [e-mail]
           Fax: [phone]

   MIDnet
           Dale Finkelson
           29 WSEC
           University of Nebraska
           Lincoln, NE  68588
           [phone]
           [e-mail]
           Fax: [phone]

   MRNET
           Dennis Fazio
           Executive Director
           The Minnesota Regional Network
           511 11th Avenue South, Box 212
           Minneapolis, Minnesota  55415
           [phone]
           [e-mail]
           Fax: [phone]







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   NCAR
           Joseph H. Choy
           P.O. Box 3000
           Boulder, CO  80307-3000
           [phone]
           [e-mail]
           Fax: [phone]

   NEARnet
           John Rugo
           Accounts Manager
           BBN Systems and Technologies
           10 Moulton Street
           Cambridge, MA  02138
           [phone]
           [e-mail]

   NETILLINOIS
           Ed Krol
           University of Illinois
           Computing Services Office
           1304 W. Springfield
           Urbana, IL  61801
           [phone]
           [e-mail]

   NevadaNet
           University of Nevada System
           Computing Services
           4505 Maryland Pkwy
           Las Vegas, NV  89154
           [phone]

   NorthWestNet
           Eric S. Hood
           Executive Director
           NorthWestNet
           2435 233rd Place NE
           Redmond, WA  98053