CILSA / SWILSA January 27, 2009 Louise E. Alcorn

Wireless Access @ Your Library
CILSA / SWILSA January 27, 2009 Louise E. Alcorn Reference Technology Librarian West Des Moines (Iowa) Public Library

Who You’re Listening To
Louise Alcorn Reference Technology Librarian West Des Moines (Iowa – US) Public Library Author: Wireless Networking: A How-To-Do-It Manual for Librarians (2006) Who you’re listening to (intro). Mid-sized suburban library. Affluent, tech-lusty if not tech-savvy patrons. (Doing this from home.) The wireless network at my library went ‘live’ on tax day in April, 2005. Neal-Schuman. Edit  Rewrite. (slide)

Who You’re Listening To
The final product came out last May. So! Now you know who I am. I know people take these classes for different reasons. To be clear, I’m making the following assumptions about you: (slide)

Show of Hands Do you have wireless Internet access in your library, or will you be implementing it in the next few months? Use your “Check” button if the above is true. Question. Use Hand button. If you did not raise your hand, you may be considering wireless, and want to know what you’re getting yourself into. (slide)

Wireless Access @ Your Library: Part One
What is Wireless? What is Wireless Networking? Wireless Security Options Why Go Wireless? Planning For Wireless Feel free to ask questions! (slide) Very, very briefly today, we are going to cover the following broad topics: What is Wireless? What do we mean when we talk about wireless Internet and wireless networking? How does this apply to libraries? Wireless Security Options One of the concerns I hear about wireless is security. We will discuss the available options for offering this useful service easily and safely. Why Go Wireless? Have you considered wireless? Are you considering it? What can it do for you? We’ll discuss some of the advantages and options. Planning for Wireless What are some of the things you need to think about when considering adding wireless capability to your library? Thinking Outside the Wires We’ll briefly discuss some common things that libraries forget when implementing wireless and some of the options for wireless that you might not yet have considered.

What is Wireless? Wireless = Radio
Wireless networking = data transfer via radio I’m going to whip through a VERY basic primer on wireless technology – more in book and other resources. Check the handout on “Read More About It”. You don’t need to be an expert on wireless transmission in order to use or even provide wireless. There are a few things you should know, however, and that’s what I want to cover. (slide) The first thing to know is that “Wireless” = radio. When we discuss wireless as a means of data transfer, the forms of transmission may vary, but the basic concept is effectively the same as radio. A signal—in the case of wireless Internet it’s a signal containing data—is sent by a transmitter, goes through the air, may or may not be picked up and passed on by other transmitters or repeaters, then is pulled down by a receiver. What then is wireless networking? Wireless networking is exactly what it sounds like: transferring data to users in a network without the use of a wired cable. In the simplest terms, the principle of transmission for wireless data networks is the same as for regular radio transmissions. Cellular phones use a similar concept, though different protocols, to transmit data. It’s only in the last decade or so that wireless data transfer for the purposes of Internet traffic was made possible. It’s a fairly new to us, but it’s important to note that in many ways it’s simply a fusing of existing technologies, namely standard data networking and radio transmission technologies.

Wireless Networking: The Electromagnetic Spectrum
Bands = sections of the spectrum containing a range of frequencies that can be classified, such as visible light or infrared Wireless Networking: 2.4GHz – 5.8GHz range of the spectrum I’m not going to bore you with a primer on the electromagnetic spectrum. If you’d like to be bored, read chapter 1 of my book, or any book in the ‘read more about it’ handout on the basics of wireless. (slide) It’s sufficient to understand that radio is transmitted on a particular set of bands of the overall EM spectrum, most of which are licensed out for commercial use. Of these bands, an even smaller number are set aside for the data transmissions involved in cellular phones, home electronics like cordless phones, and of course wireless networking for Internet traffic. These are largely in an unlicensed range from 2.4 gigahertz to 5.8 gigahertz. For our purposes today, the main thing you need to take away with you about the EM spectrum is that what we think of as wireless or ‘wi-fi’ takes place in a range that is shared with other electronic equipment, like cordless phones, so the equipment involved in wireless networks—the equipment you would be looking at buying for your library—has as one of its primary purposes to filter out extraneous “noise” from the signal.

Wireless Networking: Access Point
In the case of wireless local area networks or LANs, one important piece of equipment is an access point. Access points (or AP’s) are generally small boxes about the size of a book with a stubby antenna or two extending from them. They house a transmitter, a receiver, an antenna and a piece of equipment that acts as a bridge to your wired network. (slide)

What is Wireless Networking?
Wireless networking = data transfer via radio If authentication or encryption security is required on the network, the AP works to encrypt and decrypt data streams. We’ll discuss encryption briefly in a moment. Keep in mind that there is nearly always a wired backbone to any wireless network. It attaches somewhere to a T-1 line or DSL line or similar. At the other end of the transmission, the end-user’s ‘receiver’ is the wireless network interface card (NIC) installed in their desktop or laptop PC or PDA. Most laptops manufactured in the last couple few years by default have wireless NICs installed. One access point can serve several users, but bandwidth gets divided between them, so many users can mean a slower connection. Generally, wireless network access is slower than direct wired connections to the same source, though the speed difference can vary from negligible to noticeable. The signal from an AP can transmit from 100 to 300 feet, but certain structural elements, like elevators or concrete stairwells, can cause interference. (slide) (6-7 mins max)

Wireless networking = data transfer via radio Types of wireless networks WPAN, WWAN, WMAN, WLAN I know in libraries we’re nearly buried in acronyms, but I’m going to give you a few more, which you can promptly forget. There are a few different types of wireless networks you may see mentioned: You may already have a WPAN or Wireless Personal Area Network in your home, connecting your laptop or PDA and your home printer without cables via Bluetooth technology or your home alarm system may use a WPAN connection to send data to itself. You may get your home Internet service via a WMAN or Wireless Metropolitan Area Network, also known as “municipal wifi”, where a city or town government is offering--possibly in conjunction with private services--free or low-cost wireless access to the Internet for its citizens. That cell phone technology that allows you to call home and check with your spouse about exactly which type of ice cream to bring home can also now, via WWAN or Wireless Wide Area Networks, allow you to surf the Web from that same phone while you wait in the supermarket checkout aisle. However, we are concentrating today on wireless local area networks, or wireless LAN technologies for libraries. There! Now you can forget those acronyms for a bit. We’ll fill your head with numbers for a bit instead… (slide)

Wireless networking = data transfer via radio Types of wireless networks WPAN, WWAN, WMAN, WLAN Flavors of WLAN 802.11a, b (Wi-Fi), g …and so forth (skim over the following as best you can!) The standards were developed by the Institute for Electrical and Electronics Engineers (IEEE) in These standards specify how wireless devices will talk to each other. You may have heard of B, A or G. These are ‘flavors’ of the original standard which continue to evolve as new technologies emerge. B and G work in the 2.4 gigahertz range, while A works in the 5 GHz range, but A works on a shorter leash—about 100 feet instead of 300 feet. They offer different data transmission speeds, which the product makers are constantly trying to improve. At the moment the standards have just about run out of alphabet to use and cover a lot of technology, but Don’t Panic! Before your head begins to spin (if it hasn’t already) keep this in mind: many of the currently available AP’s now provide support for a, b and g standards all in one. That means you can provide wireless access to a broader range of equipment, and thus to a broader range of users. Although there are some other options, most libraries choose to go with the based equipment. The vast majority of laptops equipped with wireless Network Interface Cards (NICs) use the b or g standards, and these are the standards that patrons will expect when they walk in the door of the library. Many new wireless cards are able to access multiple versions of the standard, for greater flexibility. Additional 802 standards cover WiMax, which is an advanced form of municipal wifi, Bluetooth connections, new encryption protocols, and other standards. Your glossary handout explains many of these. (slide)

Wireless Networking: Extending Your Wired Network to Wireless
It’s quite likely that if you choose to add wireless Internet access for your library, you would simply put a wireless extension on your existing wired patron network. This is pretty standard for libraries with wireless access. You attach an access point or similar to your network’s switch and broadcast your Internet access from the same network out to wireless users. You would not want to do this if your staff and patron networks were open to each other. But really, they shouldn’t be connected anyways, as this provides a potential security problem. In fact, my greatest recommendation for any kind of network setup is to keep your staff and patron networks separated, preferably physically, as in having no shared linkages. If that’s not possible, use network software options like VLAN (Virtual LAN) to ensure they can’t ‘see’ each other. This becomes more important when talking about wireless, as you’re providing access to patron’s laptops. There is a notion that the main security problem with wireless is that someone can ‘hack’ into your system. While that’s possible if you don’t have safeguards up, the real problem is that patrons are using their own laptops and equipment and you have no way to be sure they have up-to-date anti-virus and anti-spyware software protecting their machines. They could upload a problem onto your network. Of course, if you have a well-protected firewalled network, this problem is mitigated a bit, but it’s a hassle and could spread to other machines before it’s caught. More on security in a moment. (slide) 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.

Wireless Networking: Other Wireless Options
There are some other options than extending your wired network to the wireless environment, however. You can have an entirely separate T-1, DSL or broadband connection coming into the building and simply broadcast that Internet access wirelessly. Basically, you pipe the Internet access into the building on the wired backbone, possibly run it through a firewall, then attach a wireless router or switch and broadcast that access out for the public. Your staff could potentially use this wireless connection, as well, but they would not have access to staff-side files. This way your wired network and your wireless access are completely physically separated. Before you assume the cost would be prohibitive, let me offer you this example: The Arnolds Park Library here in Iowa forged a deal with their local cable provider to run a broadband line into their library and set up a wireless access point off of it for patrons’ wifi access. Mediacom gets a little free PR, and the library gets some much-needed and much-asked-for wireless access that’s provided and supported by an outside entity for no cost. (slide) 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.

Wireless Security Options
Wireless doesn’t have to be insecure! Separate Your Patron and Staff Networks Separate Your Wireless Network Encryption Key Security Captive Portals Authentication I want to say a few words about Wireless Security. I’ve heard more than once librarians saying they fear adding wireless access because they fear it will compromise their existing network. (slide) The truth is that opening your network up via wireless can produce some security holes, but there are tools and techniques to assure those holes are plugged up long before you go ‘live’. (slide) We’ve already discussed separating your staff and patron networks. I still have to stress that this is a good idea in any case. If you can’t do that, or if you feel that your wired patron network would still be vulnerable, you could take Arnolds Park’s route. (slide) Here’s an idea: are you on the route for RAGBRAI this year or next? Have you talked to the RAGBRAI committee about helping you partner with a local Internet provider to get you started with wireless, so you’re ready for the onslaught of bicyclists with laptops? Your library and the provider get some great PR, and you can use that buzz to forge a deal to make the service permanent. (slide) Back to security: Many AP’s come with the ability to create encryption keys. Basically, any data sent from the AP is encrypted, and a laptop user has to have the key code, which is a string of characters they type in to ‘unlock’ the data. Encryption options run from simple to complex, and I don’t want to run through them all here, but be aware that they require more staff involvement, if you’re going to have patrons coming to the desk for this week’s set of code keys. (slide) Another option is sophisticated authentication software, which also entails some staff work. If you want to limit access to a fixed set of patrons, like students and faculty, this is something you might look at. But in your average public library, I’ve never entirely understood why they don’t offer open access, except to be difficult and laptop un-friendly! I don’t mean to sound flippant. Network security is important, of course, but my point is that there are many options for securing your network, and security concerns should not be the primary reason why you DON’T offer wireless access to your patrons. (slide)

Wireless Security Options
How Not to Secure Your Wireless Network: Never telling anyone you have it Making it impossible for patrons to use Turning it off At the risk of sounding even more flippant, I want to talk about what I consider to be BAD ideas for securing your network. All of these I’ve seen at libraries around the country, with different reasons given for their use. (slide) First, Never telling anyone about it. You’d be surprised how many libraries, esp. in the early days of wifi, who got the access, but didn’t tell anyone about it because either their staff didn’t know enough about it and so didn’t want to talk about it; or because they didn’t think anyone wanted to use it. Intrepid patrons with laptops would find it by accident, but let me ask you this question: do you expect your patrons to find your storytimes by accident? Or your reference collection? Or your magazines? This is a service you’re providing, one you’ve presumably spent money on, you should promote it for all it’s worth! We’ll discuss marketing a bit more later. (slide) Second, making it impossible for patrons to use. I actually had a librarian tell a colleague of mine that the reason he couldn’t configure his laptop to use their wireless access--which his laptop could ‘see’, but not connect to--was that they didn’t tell anyone how to configure their equipment to connect to the library’s service. !!! For the record, you can create simple tip sheets to provide the very minimal assistance laptop users have come to expect. I promise! (slide) Third, turning it off. About once a month I hear about a library that turns their wifi off at night because they don’t want anyone using it in the parking lot. I always ask, do you keep them from using it in the lot during the day? Do you shut your website down at night, too, so no one can find out when you’re open in the morning? If your network is so insecure that someone could sit outside your building at night and destroy it, you need to turn off your wifi access alltogether, get it secured and then put it back up. Now, if your concern is about loitering in your lot, that’s a separate physical security matter. In that case you shouldn’t have it broadcasting outside your building at any hour of the day. You can arrange your AP’s and broadcast your signal accordingly. (slide)

Any Questions? Any questions so far? I’ll be getting in to some specific troubleshooting examples next, but I wanted to see if there were any questions. (slide)

Wired vs. Wireless Advantages of Wired
Speed—throughput is fairly consistent. Reliability, Stability Security – you have control of firewalls, desktop lockdowns, etc. Control of equipment – any equipment attached to this network is under your control. (can skip over this section – 4 slides - if need time – just have them review in outline) I want to quickly talk about the advantages and disadvantages of wired vs. wireless networks. Wired networks are fast. Wireless AP’s have to divide their bandwidth among users, and that can slow things down. Wired networks are a known quantity, and are reliable and (mostly) stable. You don’t lose signal due to radio interference. You have control of all security protocols from one end to the other of the network, including any end-user equipment, such as PC’s. (slide)

Wired vs. Wireless Advantages of Wired Disadvantages of Wired
Speed—throughput is fairly consistent. Reliability, Stability Security – you have control of firewalls, desktop lockdowns, etc. Control of equipment – any equipment attached to this network is under your control. Disadvantages of Wired Lots of messy and expensive cabling. If you want to expand, you often have to run new cabling, as well as buy new computers to attach to the network. Your security setup is unlikely to allow users to use their own equipment to access your network. Patrons are ‘stuck’ at the established wired locations, usually clustered in one or few areas of your building. On the other hand, in many buildings, you have a spaghetti mash of cabling running around all your equipment. If you want to expand your stations, you’ll require new cabling. In older buildings, this can get tricky. Also in brand new ones where architects have created a lot of open space, with no under-floor channel to run cable. You probably don’t allow anyone to plug their laptop into your network. This limits how users can use your network. Also when and where. (slide)

Wired vs. Wireless Advantages of Wireless Flexibility
Patrons can use their own equipment Takes a load off your public computers, freeing them for other uses Allows for many of the traditional security features (firewall, anti-virus, etc.) Extend access without expensive cabling. Wireless can allow your patrons to use those ‘comfy chairs’ by the window where they’d rather sit, also to use their own equipment, which means they aren’t lurking over other users, waiting to get on your few wired stations. You CAN use firewalls, anti-virus protection and the like, with careful planning. If you want to expand access for laptop users, you can do so without running a lot of cable. Just enough to connect additional access points. (slide)

Wired vs. Wireless Advantages of Wireless Disadvantages Flexibility
Patrons can use their own equipment Takes a load off your public computers, freeing them for other uses Allows for many of the traditional security features (firewall, anti-virus, etc.) Extend access without expensive cabling. Disadvantages Interference from structural elements, such as elevator shafts, stairwells, etc. can cause dead zones in your wireless coverage. Requires wireless NIC in users’ equipment to access. Slower, lower throughput (speed) than wired. No control of equipment linked to network (users’ laptops). Interference is a big issue. This is true in old buildings with a lot of brick and stone, and in new buildings with a lot of steel and concrete. A good site survey of your library is required to figure out how best to provide effective coverage. We’ll discuss that in a moment. Users have to have a laptop or PDA with an appropriate network interface card. Or you have to provide such a creature. This is something several libraries ARE doing now—they check wireless laptops out for in-house use like any other library resource, thus extending their public network without having to cable additional PC’s. Wireless is a bit slower, though that’s improving all the time. The bigger problem is wonky signals going in and out due to interference. You can’t know what sort of garbage a patron has picked up on their laptop and is bringing in. You’ll need to assume that every machine is a dirty machine, and protect your network accordingly in some basic ways. (slide)

Why Go Wireless? Students bringing laptops Municipal Wi-Fi
Additional Access Needed Older Building Newer Building The Technology Curve The Board Is Asking RAGBRAI Wireless networks can be a terrific boon to library services in terms of marketing, value-added services and increased accessibility to the Internet for patrons. Let’s look at some of the reasons you may be considering a wireless network (WLAN) for your library: (slide) Your college or university has decided to provide your students with wireless-enabled laptops, or laptop purchase options, setting expectations that students will access the Internet and/or library resources wirelessly at the library. (slide) Your municipality (public or school library) has decided to launch a “Muni Wi-Fi” program, providing free wireless access to a huge number of citizens via wi-fi transmitters on towers, etc. There is an expectation that you will take advantage of this option for library patrons, but you’re not sure what impact it will have on your services. (slide) You know you need to provide additional access to the Internet for patrons in the building, either due to increased demand and/or to meet some minimum standards set by state or grant programs, but you cannot afford to buy additional PC’s or to run significantly more cabling in your building. (slide) (Indianola’s example, if time) You know you need to provide additional access to the Internet for patrons in the building, but you have an older and/or historic building, which presents barriers to extending cabling in the structure. (slide) Alternately, you may have an architect’s dream library, which means you have huge, open spaces which make it difficult to run more cables without exposing them to view, or exceeding useful cabling lengths. (slide) You want to keep up with the latest affordable technology available to keep your community or organization well placed on the technology curve. (slide) A library board or council member has asked the question “why don’t we have wireless? Borders has it!” This can make you want to tear your hair out, but it soon becomes your problem to make it happen. (slide) Maybe RAGBRAI is coming through your town this year, and you know you’ll be overwhelmed with requests for free Internet access, including by laptop users. Lots of them! (slide)

Why Go Wireless? The Best Reason to Go Wireless:
Because your patrons are asking for it. Last, but by no means least—in fact possibly the most important reason—is that your patrons have been asking for it. Perhaps you’re in a tourist town. Seasonally you get an influx of users with laptops, just wanting some free access to their (and your clean bathrooms and air conditioning). Why spend the money and infrastructure adding a lot of wired stations, when one access point could add a number of ‘seats’ to your Internet access at much less cost? (if time, talk about experience of Alden PL) (slide)

Planning For Wireless Needs Assessment
Ask your patrons Ask your staff Where do you want your ‘Hot Spot’? The ‘comfy chairs’? Meeting rooms, study rooms? The patio? How will they access your wi-fi? So a few patrons have asked about wireless access, or your staff or your board have been asking. Perhaps one of the situations I just mentioned applies to your library. So how do you decide whether you need to add wireless Internet access? And where you need it? (slide) You can conduct a fairly informal needs assessment. Perhaps you’d survey your staff and patrons to find out how much interest there is in the service. You may be surprised! Be sure to ask them where in your facility they’d like to have access. (slide) Perhaps they want it available in your study or meeting rooms–I know that’s a huge request at my library. Perhaps you have a section of ‘comfy chairs’ and you want laptop users to be able to connect there, freeing up the tables with wired stations for other users. Do you have a patio with tables and chairs? Are you on a pedestrian mall, like the Iowa City library? Could you free up some congestion in your sitting areas, including the comfy chairs, by offering wi-fi out on the patio? They’re using their own laptop or PDA, so it’s not as if you have to secure any equipment! (slide) This is when you want to think about how you plan to provide access. For instance, if you want them to accept a user agreement before they start surfing, you can use what’s called a captive portal product to force them to a website when they first connect, where you can place a user agreement and any other information you want them to see before they proceed. If you’ve ever used the service at a Borders or a Starbucks, this is what they use. They also require payment, but you don’t have to do that. If you have patrons sign a paper user agreement, and/or pick up an encryption key, you can still let them wander out to the patio once this is done. Don’t assume you need to have them within eyeshot. However, make sure that your library conduct policy includes any behavior on the patio. It probably already does, if you’ve had to deal with skateboarders! Also your Internet use policy should not have wording about using ‘our stations’, but instead talk about ‘our service’. We’ll discuss policy more here in a bit.

Planning For Wireless Potential Costs
Access Points (AP’s) - $50 to $1500 Average of type used in most small libraries = $ Software – captive portal, authentication Not necessarily needed Cabling to attach AP’s Electrical for AP’s (or Power Over Ethernet?) Wi-Fi Alliance – Now let’s talk a little bit about the costs for wireless. This is the first instance when knowing where and how you want to provide access helps you. If you just want to create a small ‘hot spot’ near the comfy chairs or the meeting rooms, you will probably only need to find a way to connect one or maybe two access points to cover the area. If you want the whole building covered, that may require more. (slide) AP’s can run from a simple out-of-the-box router for 50 bucks, with very minimal security options and little range to more sophisticated wireless switches costing $1500 or more. Obviously there is a huge range in the middle, and for a small library you can get by with 2 or 3 access points, each costing a few hundred dollars at most. You may also need some additional software for captive portals or similar or higher levels of security and authentication. If you want to authenticate against your library database, you may need a SIP license, which is several hundred dollars. There may be additional costs to run cabling to where you want the access points located. If you’ve run cable in your building recently, you can guesstimate cost for this. Access points do need to be plugged in, so you may need to run electrical to where they will be placed. There is also an option called Power Over Ethernet to save you on electrical runs—an inexpensive adaptor can do this for you. You can get your local electrical contractor to give you an estimate on this once you know where you want the equipment. Now there are ways to research the costs of wireless equipment for yourself. I highly recommend the Wi-Fi Alliance website. I’ve included this info on one of your handouts, so don’t feel like you need to note it now. The Wi-Fi Alliance is a trade organization that tests and certifies all the equipment involved in wireless access—AP’s, routers, NICs and so forth. They have a manufacturer search page where you can enter your specifications and get links to manufacturers’ price pages. This is a good method to get a ballpark figure for equipment, but I want to suggest another route.

Planning For Wireless The Site Survey Spectrum analysis
RF Interference (those pesky shelves!) Finding someone to do the survey The final report (handout) (slide) I cannot suggest strongly enough that you get a professional site survey done of your facility. A site surveyor is usually a technician from a company that provides wireless setups, but may also be a staff member from your local Internet service provider or from your town or city’s IT department. (slide) They can use what’s called a spectrum analyzer to see if there are other wireless networks in your area that might interfere with your signal. (slide) They would also determine interference from structural elements like elevator shafts, large concrete columns or steel beams and, most annoyingly in libraries, all those metal shelves and books! Yes, those can cause massive interference, by reflecting or absorbing signal. (slide) The cost of a site survey is negotiable. Often you can get one for free, at the end of which the company will submit a proposal for installation costs--the site survey report--in hopes of getting your business for the install. Some may charge a nominal sum which is then waived if you choose to have the company install the equipment. If you have the services of IT support from your municipality or college, see if they have the know-how to conduct a simple site survey and recommend equipment options and provide installation. (slide) For the sake of brevity now, I’ve created a handout that outlines the questions you want to ask any site surveyor and also what you can expect them to produce in the way of a report or proposal at the end of the survey.

Planning For Wireless Funding Options Your Board or Friends group
Partner with your local ISP Partner with local organizations RAGBRAI and other special events Mix and match! (slide) Whether you have a professional install your wireless survey, or whether you feel you have the technical know-how to do it yourself, there will be costs involved. We’ve discussed some of them. But I’m sure what is going through your mind now is How Do I Pay For It? Let’s discuss some funding options you might consider: (slide) Does your Board or your Friends group do fundraising for you? Once you have a ballpark figure, or your site survey report in hand, you can approach these groups and see if they’d be willing to pony up the money, for the privilege of having your wi-fi be “courtesy of the Library Friends Foundation”. (slide) On a similar note, we’ve talked about asking your local Internet service providers to provide the service. Many libraries have done this successfully, and continue to enjoy the service. (slide) Do you have a local Rotary or Jaycees club? Perhaps they meet at your library. Have you approached them about funding the installation of this new service? Again, they get a little free PR, wireless access in your meeting room for their meetings, and good will from the community. (slide) We talked about RAGBRAI earlier. If you know there will be bikers coming through your library looking for clean toilets and free wi-fi, why not ask the RAGBRAI committee for a grant to help you get the service set up? This requires a bit of prior planning to get it up and running in time, but it’s doable. I put this under the heading of ‘it never hurts to ask’. (slide) And don’t forget the possibility of using a combination of the above. Perhaps your Friends group would match any grant from RAGBRAI to defray costs? It’s worth talking to other libraries of a similar size that have already also worth implemented wireless. Find out what their costs were, how they paid for it, pros and cons of the service for them and so forth. (slide)

Wireless Access @ Your Library: Part Two
What your staff need to know about wireless What your patrons need to be told Quick troubleshooting tips Some ideas about communicating the above Marketing your wireless service Policy issues related to wireless By the nature of this session, it will be rather fast and furious, but there are a few basic things I want to cover. (list) The ideas will be sprinkled throughout the session, in context, for the most part. One clarification: Troubleshooting is NOT always after the fact – most troubleshooting should take place before a patron encounters a problem – a lot of staff/patron interaction issues over wireless can be alleviated or eliminated by some good preparation and good communication to both groups early on. (slide) Despite the quick pace, please feel free to stop me and ask questions. You can also me later with questions – I will put my address at the end of these slides. I’m not an expert, but I’ve either had to do, or heard about, any amount of wireless-related troubleshooting.

What Staff Need To Know Basics of Wireless Access Points (APs)
Wireless Network Cards (NICs) in laptops, etc. Show them what you’re talking about: APs = like radio transmitters, but are transmitting data stream from ISP NIC’s = like radio receivers – do job of re-translating the data from radio back to data for laptop to read When possible, show them what you’re talking about –show them a router, or even an external NIC card. (slide)

Idea: Use Visuals How wireless works (visual)
This is a visual from my book, which I used in some classes, to explain the basics of transmission. You don’t need to go into a lot of detail, but most people understand the basic concept of radio, so if you put it in those terms, but explain that it’s data being transmitted, not sound, they tend to get it. The light bulb goes on. (slide) 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 Basics of Wireless Access Points (APs)
Wireless Network Cards (NICs) in laptops, etc. Transmission and Interference Issues “Two Tin Cans and a String…Without the String” Only the very basics are needed Show them how it works! Two Tin Cans – wireless is flaky. Okay to be frustrated (staff and patron), but try everything first before giving up. Don’t overwhelm them with data, but give them the basics of what you’re talking about. Show them! – bring in laptop and show them exactly how it looks to pull up a list of wireless networks and choose from one of them. (slide)

Idea: Show Staff How It Works
Some examples of images to explain how the network is connected. Not necessary, but possibly helpful. Left = wireless extension to an existing wired LAN Right = standalone wireless network 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 Be sure you show them the following basics:
Finding the Wi-Fi symbol in the system tray Wireless card on or off? Fn-F2 key or similar. Finding the library’s Wi-Fi signal (SSID) in wireless networks list – Connect/Disconnect button Settings for different operating systems – Windows vs. Mac (if you can) Finding the wi-fi symbol in the system tray – mouse over to see if wireless is connecting (slide)

Basics: Finding the Wi-Fi Symbol
Be sure you show them the following basics: Finding the Wi-Fi symbol in the system tray Finding the wi-fi symbol in the system tray – mouse over to see if wireless is connecting (slide)

Basics: Wireless Card Not On
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 combination to turn it on. Once on, wireless icon should show in system tray. If you do not see the little wireless icon in the patron’s system tray, their wireless card may not be activated. Usually they have to do this the first time they use it, then leave it on. Many newbie patrons don’t know this. (slide)

Basics: Finding SSID in list
Finding the library’s Wi-Fi signal (SSID) in wireless networks list – Connect/Disconnect button Most valuable thing I did was to bring in my own laptop and show front-line staff how my laptop found the wi-fi network and how I knew I’d found the library’s SSID. What if you don’t find the wireless icon in the system tray? It could be their wireless card is not on. (slide)

Basics: Settings for different operating systems (Windows vs. Mac)

What Staff and Patrons Need To Know
Your Wireless Setup Where are your APs? (staff only) Where are the ‘hotspots’? Where can patrons plug in their laptops? Do they need a WEP key or other access code? Consider Making a Map Hotspots where coverage is good Electrical Outlets! (we often forget this) (slide)

Idea: HotSpot and/or Electrical Map
Madison WI library (slide) From

What Staff and Patrons Need To Know
Your Wireless Setup (cont.) What type of transmission (802.11a/b/g) and thus what type of NIC required (usually multiple)? SSID – your network ‘name’ Why it isn’t “just like Panera or Starbucks” (unless it is) Proxy settings? Authentication? Any special instructions. We’ll go more thoroughly into what patrons should be shown later, but here are a few things both staff and patrons should have at their fingertips, in handouts, signs and/or on your website. Most AP’s anymore transmit on at least b and g formats, but it doesn’t hurt to announce in your documentation exactly what you’re providing. (slide)

Idea: Handouts on Proxy Settings
Courtesy, West Des Moines (IA) Public Library (Word docs from my library) - Make note of use of Snag-it. Two versions of a handout – total of four – for changing the proxy settings in different browsers. This happened fairly quickly, and I had the IE one out the same day, but the Firefox, Mac Safari and Firefox for Mac versions came later as I had time. Mostly patrons translated the IE versions to their own situation, but newbie users, and our staff, had trouble. It never hurts to over-prepare! We’ll not go over these now, but I’ve included Word versions of these. (slide)

What Staff Can/Cannot Do
Turn AP’s off/on to reset service? Touch patron laptops to help with troubleshooting? Make suggestions: better ‘hotspots’ in building “is your wireless card turned on?” basic troubleshooting ideas (handouts!) Essential to be clear on this, but still allow flexibility and judgment calls by staff. First two are also POLICY issues! AP’s on/off – Joe’s anecdote – switch. Any handouts you have could also be put on website for patrons and staff to retrieve on their own. I’ve had patrons give up on their wireless, get on one of our wired stations, find the info they needed, then try their laptop again, all without talking to a staff member! (slide)

Idea: FAQ for staff before launch
Howard County (MD) Library did this: Review Word document: “Howard County FAQ” Show Word doc if time. Amusing, but fairly comprehensive, overview of new service and probable questions. (slide)

What Staff Need To Know Problems That Patrons Might Encounter
No idea how to access wireless with their new laptop (newbies) 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? 1 – the first instance is the reason why you walk staff through finding that wireless icon in the system tray and finding the SSID. It may be all the patron needs is this bit of help, but if staff cannot provide it, they both get frustrated. Let’s go through some of these situations and discuss simple troubleshooting options. (slide)

Situation: Limited or No Connectivity
Possible Explanations: 1) they are in a ‘cold spot’ – move 2) they have a bad wireless card (rare) 3) they haven’t put in your proxy settings or WEP key (if you require them) 1- not all wireless NICs are created equal. My laptop, for instance, has a completely horrible NIC that tends to get a lot of interference. Moving around a hotspot, or to the hottest spot in the spot, often helps me. 2 – they might have a bad card – this is rare, and you will probably not come to this conclusion until you’ve exhausted all other troubleshooting possibilities. And frankly, you’ll never know for sure unless the patron comes back and tells you. 3 – you saw my proxy settings sheets earlier. We’d had wireless for nearly 2 years when this change happened – ISP pull-in – so I found out that week exactly how many patrons we’d had using the wireless without us noticing! They all had to come up for step sheets. We’d thought ahead and put table tent signs on all the study table to remind people of the change. (slide)

Situation: Limited or No Connectivity
4) “Cannot find server – DNS error” - They have a ‘stuck’ IP address that needs releasing. Review Word Document: “Wireless Troubleshooting – DHCP and Releasing/Renewing IP address” 4 – Switch to Word document. (slide)

Any Questions? Any questions so far? (slide)

What Patrons Need To Be Told
Checklist: Where the access is available (description or map of coverage areas) When is it available (after hours in parking lot?) How to get encryption key or how to authenticate (if applicable)

Checklist (cont.): What support is available, and during what hours. Some helpful links to troubleshooting sites from Microsoft, Apple, Palm, etc. A simple set of troubleshooting tips, for common problems. You will never satisfy all of your patrons’ support needs, but if you do your best to provide options, you’ll find them generally more satisfied with your library’s service, even if they ultimately cannot connect their equipment. And when they can connect, you’ve added a valuable service to your library! Troubleshooting help sheets, both in paper and on the website, can give basic tips for configuring laptops to work in a wireless environment. This is often a good solution midway between “we don’t touch patron’s laptops or offer help” and expecting staff to configure patron equipment. There are good examples from libraries out there—don’t reinvent the wheel. There are some in an appendix in my book, if you want to take a look, and I’ll also be giving you a handout that should help you get started. (slide)

Ways to tell patrons what they need to know: Website Handouts Table Tents Bookmarks Captive Portal website with access info Staff interaction (slide)

Idea: Sample FAQ Things to note:
Borrowed from another library (they’ve revised again) Multiple platform info Coverage and Outlets maps (slide)

Additional Ideas for your FAQ: What You Offer and What You Don’t
“The library does/does not provide the ability to access streaming audio or video, telnet or FTP.” “Web-based 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.” “Staff will provide no/little/some technical support, including/not including dealing with patrons’ personal computer equipment.” In addition, be sure patrons know what they can and cannot expect from this service, including: (slide) Streaming audio, video, telnet, FTP? These are not one service, but individual policy decisions you will need to make. (slide) This is for laptop users who use MS Outlook on their machines. Chances are you do not have an (SMTP) server attached, so they need to access their work or home via a web-based interface. This is common, but libraries rarely think to mention it upfront. (slide) No printing is a common limitation, as wireless printing options are unwieldy at the moment (though this is changing). Be sure you let them know if they can or cannot print—if they can’t print, can they save to a USB drive or floppy and bring them to your wired stations to print? (slide) Many public libraries offer free, open wireless access, but assume no responsibility in configuring patrons’ equipment beyond simple hands-off troubleshooting (if even that). Some libraries choose to offer a minimum of assistance to patrons using their own laptops, but generally include language in their policy offsetting liability for such help. This is a tricky situation, and one you need to decide for your library, and your staff. Offering no help can make library staff feel helpless, but you don’t want to set up false expectations for patrons of technical knowledge of many different operating systems. (slide)

Libraries with good troubleshooting or wireless FAQ’s on their websites
West Texas A&M – West Deptford (NJ) Free Public Library - (I like their use of a Q&A format, and their list of other area ‘hotspots’ like cafes). Chicago Public Library - (very comprehensive and understandable). Search for ‘wireless library’ and you’ll get dozens from which to choose and pirate. (slide)

Thinking Outside the Wires
Marketing and Policy I want to cover a couple of things you don’t always think about as troubleshooting. (slide)

Marketing Your Wireless Service
Tell your staff first. Tell your larger organization. Tell your patrons. Website Tent cards Handouts Make a map! Tell your colleagues in the greater library world. Tell the press. If time: here are a few ideas for letting your community know about your new wireless service—this is something libraries often forget to do! (slide) Tell your staff first. Allay their fears before they happen, and you’ll have much more support from staff as the project moves along. They can be your best PR people. (slide) Tell your larger organization. Are you a university library, a public library that is part of a school or city structure, a corporate or medical library in a hospital or other organization? If so, be sure you let the larger organization know what you are planning. They can help you spread the word. (slide) Tell your patrons. You’d be amazed how many libraries forget to let their patrons know when their wireless access goes ‘live’. In many ways it feels like the end of a project, but really it’s the beginning of a new service. As discussed above, you have many options for letting them know: post it on your website as a News item, link to an FAQ on your website with all the pertinent details, put up tent cards in areas you’ve designated as ‘hotspots’, and create handouts for patrons and staff. (slide) Make a map! Speaking of handouts, a map of your ‘hotspots’, and also where your electrical outlets are located, is extremely helpful. (slide) Tell your colleagues in the greater library world. Send an announcement to iowalib and other lists letting them know. Libraries in your area who don’t yet have wireless will be glad to know where to send curious patrons! Also use the listservs during planning to ask questions and learn from others’ experiences. (slide) Tell the press. You send out press releases about upcoming programs, special events and guest speakers. So send them a press release about this new service you’re providing. If you’re a bit wary about how it’s going to work, wait until it’s up and running stably for a few days, then fax your local newspaper, student newspaper, and TV stations. It’s possible they’re working on a ‘wi-fi hotspot’ piece, and you can get in on the free PR. (slide)

Wireless Policy Issues
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 patrons.

Wireless Policy – Read More About It
MaintainIT website – Louise’s blog:

Wireless Access Policy: Additional Disclaimers and Warnings
“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 therefore 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 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.” There are two major categories in standard policies: additional disclaimers or warnings for patrons and local procedures they should know about. (slide) First, wireless is flaky. Paraphrasing a librarian friend of mine, the technology is in many ways two tin cans and a string…without the string. Even if you have a good strong ‘hot spot’ their laptop receiver may be wonky and can’t find it. This happens. So you give this disclaimer…but you also provide some tips for how to troubleshoot. (slide) Because wireless is radio, there is the possibility of ‘eavesdropping’ by other users. This is uncommon, and severely limited by basic available security, but patrons should be warned. You will also want to mention that you expect them to have up-to-date anti-virus software to protect their own equipment. (slide) Do you filter your Internet access? Is your wireless access also filtered? Either way, they should know. Be consistent between these types off access! (slide) “Patrons must take responsibility for their own equipment.” This is a biggie that many libraries forget. Some libraries include a legal disclaimer about not being responsible for lost items—usually this is copied from the library use policy, where it already exists. (slide) Remember that your existing policies cover many of your concerns already. You simply need to apply them equally and fairly. (slide)

Marketing and Policy Review on your own: Handouts on
“Marketing Your Wireless Service” and “Wireless Access Policy”

Any Final Questions? I know we’ve covered a lot. (slide)

email: louise.alcorn@wdm-ia.com
Thank You For Your Time! Louise Alcorn

CILSA / SWILSA January 27, 2009 Louise E. Alcorn

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CILSA / SWILSA January 27, 2009 Louise E. Alcorn

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