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ITSC

ITSC Actions Based on Student Survey 2011/12

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’ Comment

ITSC Responses

The printers in computer room (24) are always out of papers or not functional. These problems usually occur at night. If they occur in the morning, I can still go to library or AM to print my notes but I can't do so at night. The wifi in hostel is always problematic. Sometimes I can't surf the net even though I have connected to the network. We will ask our student helper to fill in paper at their night shift (until 12:00 Midnight). However, we are not able to refill paper at Saturday / Sunday night as no helper or staff on duty at Saturday.
Wifi service can be more fluently. The existing Hostel and Campus WiFi systems were set up in 2007 and 2008 respectively and were not planned for high density WiFi connections since there were seldom smartphones or tablets in use during that time. Therefore, although most of the campus has been installed with WiFi access points including the Canteen, classrooms, Library or open space, in peak period such as lunch time in the canteen, the system may not be able to handle all connections and results in sluggish or unstable connections.
For long term resolution, a WiFi upgrade proposal was submitted to UGC last year requesting funding support to set up high density WiFi services at the Hostels. It is anticipated that the proposal would be endorsed and implementation will follow as soon as possible. For the Campus WiFi System, a similar proposal will be submitted to UGC for the high density WiFi setup this year.
For short term resolution, ITSC plans to install additional WiFi access points in dense locations such as the Canteen, NAB, hostel common rooms and the Library to improve the WiFi services. Indeed, 7 additional WiFi access points have been installed in the Canteen during term break to improve the WiFi services in the Canteen. Similar works will be carried out accordingly.
Once I phoned ITSC's hotline, no one was available.  Printers in the Self- Learning Center are always out of order. During peak hours, we may not be able to answer all calls, however, student can leave their request to our voice mail. By th way, we always receive voice mail without content. Please don't hang up will you were transfered to voice mail.
Our student helper will help to refill paper and student can ask them to refill if necessary.
Not enough printers At each computer lab, ITSC deploy at least one multi-function printer copier.
the email system is terrible since I always use hotmail to receive email. Everytime when I check LU email, i need to log-out my hotmail account first and login to LU email. It is not convenience. Student can use two different browser to solve the problem. However, you will encounter the same problem if you have more than one microsoft mail account (e.g. Hotmail, outlook.com, live.com), you will need to logout one account before you can use the others.
影印機常壞 We are trying out best to maintain the service level of printers, however, we cannot avoid printer failures. Our service provider will investigate and fix the problem as soon as they can, in most case, one working day.
Scanner doesn't work Individual scanner only available in library, we will forward the request to library.
not clear use guidelines about printers Printer usage guide and instruction diagrams are posted beside printers. We found that they should be clear enough. Libaray provide printer usage introduction during student orientation at the start of first semester to all the undergraduate students.
You may always contact ITSC helper / hotline for further instruction.
I don't know why I can't open the page of booking piano etc in my own PC and household network.  Add-drop always stop functioning a few seconds before the add-drop period starts. VPN connection should be established before we can access the Room Booking System.
It is troublesome that some notebook cannot connect to Lingnan WiFi without unlocking something in ITSC. Nothing need to unlock before connecting to our WiFi network, however, proper configuration is need before you can connect.
ITSC provide details instruction on setting WiFi in university campus. Users may following the manual to setup themselves, without the need of ITSC staff.
Computer performance, as some of computer is not enough for some assignment needed. e.g. Adobe software, the computer cpu or memory is not enough for modify movie or photo Computer with better performance for multi-media production is available for booking in inforamtion common. Computers in public computer labs (e.g. MB202, MB412, NAB204A and NAB206A) are for general purposes only.

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

Users’ Comment

ITSC Responses

Place more colour printers. There are color printers in most of the student computer lab. Color printing services also available in library. There are total six color printer in campus.
Sales of  computer-related things ITSC do not provide any sales services.
Javascript programme training courses At the moment, ITSC does not provide programming couses.
students can book class rooms for study Classroom usage are defined and controlled by CO, we will refer the request to them.
Install photoshop on more computers We have adobe Creative Suite (with Photoshop) installed in three computer lab. 60 copies of them are installed in MB412.
The helpers on the Information Counter on 1/F library cannot solve IT problems. They need more training. ITSC student helper limited to their IT skill level and administration rights. We provide training for them to handle daily operations and common problems (e.g. WiFi connection for mobile device, refilling printer papers). However, for problems that require higher skill level (e.g. computer system failure, advance excel formula creation), you should contact ITSC staff instead.
提供電話差電服務 We have explored solutions from market. However, in terms of durable and security control, all of them are not suitable.
盡快維修圖書館內的影印機及定期保養,及考慮影印費減至$0.2 Double sided printing charge reduced recently.
Most of the printer faults can be fix within one working day.
Provide more job skills in I.T. workshop,like Photoshop Class ILP provide classes on MS Office products, network security and multimedia productions (e.g. PhotoShop). 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.
giving course on typing Chinese ILP provide classes on MS Office products, network security and multimedia productions, also chinese input method (Chanjei)
help student to fix their laptop. ITSC try our best to provide IT support services to student, however, we cannot provide any hardware repair services. All users need to bring their computer to the manufacturer once hardware is broken. For software issues, we will try our best effort to give advices on fixing students computers. Please note that we do not provide system reload, or software disc on-loan services
Buy more computers. There are insufficient computers for students to use. Due to the limitation on space, ITSC already try to provide as many computer as we can in computer labs.
provide long-term notebook borrowing services Due to the limitation on space, ITSC already try to provide as many computer as we can in computer labs.
scanning All the Ricoh octopus printer equiped with scanning function, student can scan and send to email. We will try provide more instruction on using this service.
24hrs services in "24" We have once considered to have a staff on duty for 24 hours MB412, however, it requires to approval of the University on the extra budget.
don't have to pay any fee while using the Printer. Due to cost control and enviornment protection concern, we can not provide free printing service. However, $10 printing credit will add to student's printing account each year.
can borrow ipad for studying We are not considering iPad lending service at the moment, as all the software for academic use are running on Microsoft Windows. As no additional software will be installed, the only purpose for iPad is web surfing.
I think the price of the computers is still quit high even though there is discount. The price of notebook from notebook programme already lower than the same model available in shops. We cannot request a particular level of discount from notebook distributors.
Apart from some IL talks, ITSC can also held some competitions. ITSC is willing to support student communities to held competitions relate to information technology

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

Users’ Comment

ITSC Responses

Put more papers into the printers before the staff leave. It's very frustrated to find the printers running out of papers when you need to print something out desperately. We will ask our student helper to fill in paper at their night shift (until 12:00 Midnight). However, we are not able to refill paper at Saturday / Sunday night as no helper or staff on duty at Saturday.
Abolish moodle system, use Blackboard system, it is much user-friendly to use     email system should use the traditional web format, it should not use Microsoft Outlook web version    need to have improvement in wifi network     redesign the portal system 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.

As the portal will be upgraded to its latest version in the coming year, we will consider the look and feel design then.
to improve the wifi network in hostels, particularly the new hostels !!!! A few service review meetings with the WHC & WJY Hall representatives, CO and SSC were conducted. No major faults on WiFi services were reported. Some WiFi connection problems were reported by the student representative and the problems were fixed. Users are welcome to contact ITSC for onsite investigation.
Reduce the double side printing cost. Double sided printing charge reduced recently.
ITSC可以定期出席CO會,了解下宿生需要同問題 ITSC holds a communication meeting with representatives from student union and hostel associations.
Provide more dvds of foreign TV shows, esp. sit-com DVD on-loan services provide by libaray, we will forward your request to library
The computer discound offered by computer ownership program is not cheap enough indeed. The price of notebook from notebook programme already lower than the same model available in shops. We cannot request a particular level of discount from notebook distributors.
By the way, it is difficult to determine what is "cheap enough".
extra computer room and printing machines can be provided in SEK building to facilitate students in new hostels like WJY and WHC, which they do not need to walk for a long time to library and 24. Computer lab at SEKG02 opened in December 2012
It takes too long to borrow an equipment. Thank you for your message. Since there is a lot of application form to be handled, ITSC will send email to inform the status to user.
equipment on loan  i am a member of the SHA and i was extremely desperate with the fact that almost all the audio sets were down at hall camp period this year. there were already not enough sets for all the hostels to borrow their own one that we had to share, but the remaining ones could neither work properly. without the audio sets the only option left was loud speaker, but you can imagine it won't be a satisfactory replacement. i wonder Thank you for your message. ITSC keep on checking the equipment status and carry necessary repairing immediately. However we cannot avoid equipment failures.
再多一次advanced excel for presentation的talk ILP provide classes on MS Office products, twice per year.
ITSC may recruit more helpers to work for hostel clinic services to solve the problems students faced in their daily life. Usually, there is just one student help. When there are more than one students need help, helpers may feel exhausted and students may also feel helpless when they are awaiting help. We will discuss with the University and Student Hostel Management Committee to allocate more budget for hostel clinic services.
increase more hotline as i can't connnect to ITSC when it is very busy and immediately Users can always leave their request to our voice mail and our staff will get back to you as soon as possible.