Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise

1. Working Remotely: Lessons Learnedfrom IT Services’ Pandemic Exercise Tech Briefing October 23, 2009 – Turing Auditorium

2. Context • In the midst of the worst flu season in recent memory, University staff must plan ahead in order to remain effective • The ability to accomplish work remotely is key • Working remotely also applies to other situations (minimizing commute days, taking care of things at home, Spare the Air Days, etc.) • Working away from your office on campus happens more and more • We have the tools; all it takes is practice! Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

3. Agenda • Overview of IT Services Pandemic Exercise • Use of Our Existing Tools WebEx for Virtual Meetings Stanford Instant Messaging (IM) Unified Messaging Access to Documents/Materials while Remote • Difficult Tasks to Perform Remotely • Improving Your Ability to Work Remotely • Tips for Pandemic Preparedness Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

4. IT Services Pandemic Exercise • Pandemic Exercise held on September 16, 2009 • Survey issued after exercise to collect feedback • 84% of survey respondents participated • Worked at home, offsite, or worked on campus but had no face-to-face meetings • 16% of survey respondents did not participate • Worked at the Help Desk, were in training, had client-facing meetings already scheduled, provided client support, had hands-on work in the data center • The exercise gives us benchmark information; an excellent start. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

5. Survey Feedback on Use of WebEx • Survey Responses • 29% of respondents used WebEx Meeting Center for virtual meetings or audio-conferencing. • CRC staff also used WebEx Support Center to deal with desktop issues remotely. • Positive Feedback • Easy to set up and use • Easy to display and collaborate on documents • Constructive Feedback • Sometimes hard to hear on the call (people didn’t mute, or echo) • Learning curve for the first meeting, but easier to use on the 2nd meeting • Could have used better instructions for running and recording meetings, including using the computer audio (VoIP) Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

6. WebEx – The Basics • Two Options at Stanford • “Named Host” model for heavy users of Meeting Center, or those who need access to Support Center, Training Center or Event Center • “Concurrent Use” model through the Work Anywhere Pilot for light/occasional users of Meeting Center (limited to Meeting Center) • Also included is WebEx Audio-Only • For audio-conferencing • Toll and Toll-free options Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

7. Basic WebEx Meeting Center Capabilities • All the capabilities of in-person meetings, but online on the Web: • Share documents and presentations for review • Share screens, web pages and computer desktops, as desired • View participants with inexpensive webcams • Integrated audio-conferencing • Email reminders of meetings • Repeating meetings can be set up • Benefits • Reduce time spent cross-campus travel • Reduce hassle of finding a vacant conference room • More easily involve faculty and staff working at other locations (including home) • Recorded meetings might be used to catch-up absent team members or as training aids. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

8. WebEx Support and Assistance • IT Services • Assigns licenses • Can help with the basics (since we use this tool ourselves) • WebEx will provide additional technical support • 7x24x365 phone number • “Meeting Assist” services are available. • Online, instructor-led training available • WebEx University online, on-demand training Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

9. WebEx Information • WebEx Overview • http://www.stanford.edu/services/webex • Scheduling WebEx Meetings • https://stanfordconference.webex.com Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

10. Survey Feedback on Use of Stanford IM • Survey Responses • 52% of respondents used Stanford IM (Instant Messaging) • Positive Feedback • Easy to set up and use • Having the entire workgroup in the chat room was useful and efficient • Allowed for good, quick responses from everyone • Constructive Feedback • Not everyone yet using Stanford IM (some were using Yahoo!) • Adding users on the fly (finding their SUNet ID) took some time • Inability to import from other accounts • Setting up the group chat was not well documented Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

11. What is Stanford IM? • Text-based Communication Tool • Requested by stakeholders from across campus (and off-site) as part of the Work Anywhere initiative to allow University staff to conduct University business with their co-workers at Stanford • Uses SUNet ID • Uses SSL Encryption • Benefits of using Stanford IM • Faster way of sharing encrypted business information • Quick answers delivered to students • Archive/Log your chat sessions (locally, on your computer) • Create Ad-Hoc Groups for multiple-user conversation chats • Centrally-funded service provided free-of-charge to the Stanford community Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

12. Recommended IM Clients • Recommended IM Clients: • Adium– for Mac OS • Pidgin – for Windows • These are the recommended clients because: • They allow for Kerberos authentication • They allow for the SSL encryption • iChat does not meet these requirements • You must have an account on the service to chat with others on the same service. (i.e., Stanford, Yahoo) • For example, Stanford SUNetID to SUNetID. • You cannot chat from your Stanford SUNetID to Yahoo IM account. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

13. IM Etiquette • Set your away status. • Just because the other user didn’t set their presence (available/away) doesn’t mean they are available. • If you don’t need an immediate response, use email. • Always be polite. • Keep it business related. • Sessions can be logged on users’ local computers • Users who do this should have SWDE installed. • http://encryption.stanford.edu Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

14. Keep in Mind • Stanford IM is available to full-service SUNet IDs only • File transfer using Stanford IM is not supported (or encrypted). • Use secure email for documents with classified data. http://www.stanford.edu/services/secureemail/ • Newly activated SUNet IDs may have a lag time of 1 hour before they are active and therefore Stanford IM will not connect until the full service SUNet ID is active. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

15. IM Tips • To see if you are chatting with another Stanford IM user, hover over their name in the chat session. You should see their “@stanford.edu” address. • When adding/requesting a contact, they will not appear active on your contact list until they accept your request. • It is your responsibility to ensure that you are using the Stanford account when conducting business over a secure chat session. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

16. Stanford IM Help and Support • Stanford Instant Messaging Service Page • http://im.stanford.edu • Need help with installation and/or configuration? • HelpSU: http://helpsu.stanford.edu • Request Category: • Request Type: • Frequently Asked Questions • Stanford Answers: http://answers.stanford.edu Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

17. Survey Feedback on Unified Messaging • Everyone in IT Services uses Unified Messaging • Positive Feedback • Easy to set up and use • Even easier with the updated voice portal • Appreciate receiving and being able to reply to voicemail via email • Constructive Feedback • Service needs to be better publicized Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

18. Unified Messaging Key Points • Mailbox ID is now 10 digits instead of 5 digits • When logging in via phone or web • When forwarding a message to another mailbox • When leaving a message directly in another mailbox • When transferring a call to another phone line • Some buttons in the Telephone User Interface (TUI) have changed • Still 7 to delete and 9 to save • Find Me, Follow Me and Fax to Voicemail by request • OLD: Submit a HelpSU to have these options added to your service • NEW: Login at https://myvoicemail.stanford.edu to set up • For the School of Medicine, your voice messaging services will be grouped with the university (mid-Feb) Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

19. Voice Message by Phone or Web Portal Voice Portal (Web) • Review your messages, including faxes • Set up: • Email forwarding • Pager notification • Fax to voicemail • Find Me, Follow Me • Manage vacation greetings Telephone User Interface • Always record messages via the telephone: • Personal greeting • Vacation message • Busy message • Find Me, Follow Me message Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

20. Unified Messaging Information • Overview and Instructions • http://www.stanford.edu/services/voicemessaging/department/univ.instr.html • Voice Portal • http://myvoicemail.stanford.edu Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

21. Survey Feedback on Use of File Storage • 56% indicated they have everything they need on their laptop or portable device • 52% remotely accessed a Stanford file server (AFS, CIFS, etc.) • 24% indicated “other” access methods: • Remotely logged into necessary servers, Remote Desktop to office system, accessed necessary files through email, memory stick • 23% accessed a document repository (Docushare, Sharepoint, etc.) • 6% indicated they could not access required files or documents * Survey respondents could select more than one access method. Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

22. File Storage Information • AFS • http://www.stanford.edu/services/afs/ • CIFS • http://www.stanford.edu/services/lowcost/cifs/ • Docushare • http://www.stanford.edu/services/docushare/ • Sharepoint • http://www.stanford.edu/services/sharepoint/ Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

23. Materials Required to Work Remotely • Survey Responses • 82% of respondents had all of the materials and resources they needed to work remotely • What were people missing? • Inability to print documents • Inability to fax documents • Some hardcopy files and documents were left at work • Not everyone was using Stanford IM or had forwarded their phone • Headset didn’t work well with the home phone • Inability to access some systems over the VPN Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

24. Difficult Tasks to Perform Remotely • Hands-on Tasks • Hardware installation and replacement, physical inspection of facilities, building-related tasks • Face-to-Face Tasks • Certain client/customer-facing tasks, delivering campus presentations, delivering training, certain HR-related conversations • Tasks that Require Local Resources • Printing, faxing, access to the ACD Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

25. Improving Ability to Work Remotely • What you can do: • Have everyone in your workgroup use Stanford IM • Practice working remotely so that you can do it in an emergency, if needed • Address your ergonomics at home • Consider speakerphones at home • Migrate to laptops for ability to work anywhere • Develop group check-in/check-out procedures • Discuss departmental ability to set individual Work Anywhere schedules for suitable positions (one day a week per person? On Spare-The-Air Days?) Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

26. Improving Ability to Work Remotely • What IT Services is working on: • Tie into the Work Anywhere program, including links on how to set up remote work tools • Develop checklist for users working remotely • Refine procedures for WebEx • Better publicize Stanford IM and Unified Messaging • Provide more training of WebEx and Stanford IM • What Can You Suggest? Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

27. Tips for Pandemic Preparedness • Identify your key personnel and procedures • Consider the impact of missing people within your organization • Revisit and reassign responsibilities • Document key procedures so they can be conducted by more than one person • Consider the impact of missing people outside your organization that you may rely on • Consider the requirements and priorities of your customers Source: Baseline Magazine Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

28. Tips for Pandemic Preparedness (Con’t) • Consider the impact of people working from home • Prepare for lights out (everyone may be offsite) • Understand your vulnerabilities • Develop a plan Source: Baseline Magazine Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009

29. Wrap Up • Q&A Tech Briefing – Working Remotely: Lessons Learned from IT Services’ Pandemic Exercise - October 23, 2009