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ITSC

ITSC Actions Based on Staff Survey 2012/13

1. User comments and actions taken

Followings are the summaries of user comments and immediate actions taken by ITSC.

What problems you experienced need ITSC to take immediate actions for improvement?

Users’ Comments ITSC Responses
Too many banner services and network printing require Windows. I use Linux. For browser base services (e.g. portal), they should work under Linux, with proper browser installed (e.g. Firefox).
Native Linux support for all aspect is not possible at the moment as most of the software using in the campus or do not provide Linux version.
The telephone hotline is not useful and does not know anything about IT problems, so that it cannot point one to useful information ITSC hotline may provide solutions to minor IT related issues, however, for some specific or rare situation, ITSC hotline cannot provide instant solution, further investigation with other ITSC section may needed.
ECV does not work with any browser except IE We are exploring to support other browsers.
The notebook ownership program is more expensive than buying something in Mong Kok The price of the notebook listed in Notebook ownership program must be the same or low that the same model on market. However, we cannot make sure if the price is the lowest among all brand names with the same configuration.
Please improve the room booking system. It's not working frequently. There are continuous enhancements to apply to the room booking system (see remarks) and ITSC will continue to improve the system as long as we receive the user feedbacks.
The language lab hardware (headphones) has not always been reliable. We always try to co-operate with CO to solve the problem (e.g. rearrange PC connected to power socket, in order to minimize the loading of each socket). However, stabilizing the electricity supply of the computer lab is the responsibility of CO.
I believe the current Room Booking System needs immediate attention. I certainly believe that the old Room Booking System written by James is far much better than the current Room booking system. The response time for each room search is unbearable. The flow of finding available venues is a JOKE. What I mean is that when you search for an available venue during a certain time period, e.g. 1630 - 1830 on 10 Oct, the system cannot search and list out all available venues within your specified period. You can only search by each room / each type of venues. In the previous old system, room search can be done MORE EASILY and the response time is MUCH MUCH Faster. I cannot help to say the performance of this new room booking system is far from satisfactory. Everyone in my office is complaining and I wonder how the sytem could be improved in the near future because we are all suffering. The two Room Booking System (RBS) is not comparable. While the old RBS only allowed room administrators to make bookings, the new RBS is a self-service system targeted for all staff and students as well as covering most of the venues on campus. ITSC noticed that since there are much more self services functions in the new room booking system such as self check-in services, Banner class-schedule bookings, AV equipment/furniture bookings, different venue type bookings, different booking venue quota/capacity/session setups and the scope of usage is extended from serveral administrators to campus wide users, we will arrange more training sessions to make user get familiar with the system and continue to improve the user interface and performance. Besides, there are continuous enhancements to apply to the room booking system (see remarks) and ITSC will continue to improve the system as long as we receive the user feedbacks. In addition, user can choose the "All Venue Type" and choose the booking session, the Room Booking System will automatically search the available room from the database.
I find that the colleague (only that particular one) who answered the hotline is difficult to communicate with.  It seems that he never understood the problem, unless the user can use certain technical language to express the issue. And all he seemed to suggest was that the user CAN and SHOULD deal with the problem himself/herself. However, if he/she is that knowledgable, he/she would not be calling. I take it that sometimes the users can be really stupid in your view, but PLEASE be more empathetic. Please understand that many of the users only know how to use the computer, they do not know HOW TO FIX IT. If they do, hotline would be redundant. It is always difficult to determine the technical level of users through telephone conversations. It is true that we sometimes will use jargons accidentally but it is also true the some users complained about treating them as a dump user, knowing nothing about computer by using simple terms during conversations.
We will try out best to adjust our ways to communcate with user during conversation.
Very slow log-in to Moodle in classrooms. Embarrassing in front of students. Moodle does nor remember edits well, a VERY poor and cumbersome system; eg it does not remember when "paragraph space marks" have been deleted in the "Show more commands"     PLEASE provide a direct login icon for Moodle on the desktop of computers in classrooms. The current login system is far too cumbersome. This is a valuable comment to ITSC.It would be helpful if ITSC could have the exact classroom location for investigation.  
Moodle direct login link is available on the Moodle website.
When I wasn't able to install softwares for work, e.g. Skype, Chinese language input etc. ALL software installation required application form submitted due to security concerns. However, chinese language input methods come with Microsoft Windows do not require administrator rights to install
LN Webmail is slow and terrible to archive in folders.  LN email gets TONS of Spam messages Webmail - old or new system? Email system is under continual improvement.
For spam mail - the spam level will be adjusted

What other new services or initiatives you think ITSC should consider in the coming year?

Users’ Comments

ITSC Responses

Better support for Linux and other OS for all services. Since our software for academic purpose are limit to windows platform, we can provide very limited support to other operating system.
Better office hardware. Office hardware (PCs) will replace every four years. If you need better configuration than the general one, you can request to upgrade your computer, using your departmental budget.
more workstations Each UGC full time staff are equiped with one computer. ITSC do not provide extra computers. No. of  computers in computer labs already at it maximun capacity.
Develop mobile site of the University homepage considering the increasing use of mobile devices to view the University homepage's content Lingnan website is mobile friendly.  ITSC recognises the needs to support the new media technologies, ITSC is committed to review its website on an on-going basis.
Provide and install Chinese language software, e.g. NJ Satr, for free. NJ Star is not a free software. All the computers provide by ITSC can display traditional / simplified Chinese. Other languages also available on request
more workshops on IT skills ILP provide classes on MS Office products, network security and multimedia productions. E-learning materials provide online learning performs to topics that are not covered by ILP (e.g. access). However,  ITSC do not provide training on software that are not for general purpose, e.g. statistic software.
MAKE THE BANNER SYSTEM COMPATIBLE WITH MACS, PLEASE!! MANY TEACHING STAFF LIKE MYSELF HAVE MACS AT HOME AND THE BANNER SYSTEM WON'T WORK WITH MACS FOR CERTAIN FEATURES. We are modifying the Banner self services to support MAC (such as ePR, eLeave, eOutside Practice,etc.)

What other new services or initiatives you think ITSC should consider in the coming year?

Users’ Comments

ITSC Responses

Why ITSC colleagues can have latest notebook and desktop with big monitor plus ipad and mobile phone, while other department staff can only have one slowest desktop or notebook???? ITSC do not assign notebook to ITSC colleagues, and all PC assigned fall into the four year replacement cycle. Same as other departments. ITSC use his own departmental budget to  upgrade ITSC colleagues' computer, the budget is also seperated from the central budget to procure computers and equipments for the university.
Authoize the IT helpers to have certain rights to help teachers installing evidently harmless softwares. It is not possbile for us to authorzie user to install a particular software. By the way, we cannot defind a "harmless" software list and student helper cannot take the responsibilities of software installation.
The ePR system: after we submit an ePR, the system will send us an email informing us that the PR has been sent to the approver for approval, but the system will not send us an email informing us that the PR has been approved when the approver approved the PR.  I think that it would be more meaningful to inform us when the PR was approved rather than inform us when it was sent to the approver for approval. ITSC will discuss this suggestion with CO.
ITSC staff could listen staff/student more carefully and patient.  Try to really understand student problem by "ASKING THE RIGHT QUESTION" It is really not good for ITSC support staff to ask student to solve their problem and asking them to RETRY, RETRY and RETRY without listen clear what student ask. Thank you for your comments. We will review our support process cycle for avoid the situation. However, for some cases, we need to co-operation of users, try to see if the fix we made at background solve the problem of client side.
I was participating in an on-line thesis defense in the ITSC video room in the 3rd floor of the library.
1) It was not possible to use the high-level equipment with the off-campus member of the committee. 2) ITSC brought in an inadequate camera that was not able to show all the members of the committee. 3) the microphone in the room was inadequate and needed to be changed before we could run the meeting.
Could ITSC look at having a video conference room that actually shows more than one person on the video, get a better camera, fix the inadequate audio
The equipment we bought for video conferncing using PC was dedicated for small group conferencing (1~3) only. Due to the need of group video conferencing is increasing, we will investigate the possibility of equipment replacement.
Due to the space limitation in campus, further discussion with CO is needed. By the way, for PC video conference, user can borrow the equipment to use in other location (e.g. departmental conference room) and hold the video conference there.
Why ITSC doesn’t provide hotlines for network and banner services?  When I encounter problems in these areas, I’ve to repeat my question many times and let the front-end staff to contact back and forth. ITSC hotline is the primany contact for the ITSC support services. The hotline staff help to identify the real cause of the problem and re-direct the call to the appropriate supporting staff. For example, questions about banner operation and banner account are handled by two different sections. In some case, mal-fucntion of the banner application may caused by computer hardware or software problems other than the banner system itself.
Excellent service from ITSC staff have been received. Thank you very much.    For further improvement, please make sure that every student in the classroom can see the screen clearly and comfortably. E.g., low down the image on the screen so that students do not have to look up and hurt their neck. Installation of AV equipment in classroom was under the consideration on the room construction, size and seating floor plan. ITSC will keep on enhance the teaching facilities in classroom.
I would like to give my deeply appreciation to the ITSC font desk staff, Mr. Daniel, Queenie, and Eric.  They always try their best to accommodate our service.  Big John is very helpful too.  Thank you
desktop always need to update, which takes up lots of time and make the computer slow Security is what we concern about. We cannot control the number of important updates for Microsoft Windows. We have schedule automatic background update to lunch hour, in order to minimize the effect on system update. It is not possible to update the system at mid-night as most user will turn their computer off after the normal office hour.
Enhance the effectiveness of computer purchasing process.  The purchasing process are mainly handled by CO. ITSC are only responsible for system configuration and evaluation. We will try the best effort to enhance the effectiveness of our part and co-operate with CO for better operation efficiency.
1. Scrap Moodle - go back to WebCT even if it is more expensive.
2. Or improve Moodle login and stability and "user friendliness" to load as a teaching platform.
3. Provide Moodle direct login icon on the Desktop of university PCs and in all classrooms. 
A Working Group of Learning Management System (LMS) has been formed to review and plan the strategic direction on eLearning in March 2011.  TLIS Chair, Professor Seade, accepted the recommendation of the Working Group that the university would adopt the free open source system  Moodle.  

Moodle direct login link is available on the Moodle website (select from the "Quick Links" pull down menu).