WORKSTATION TECHNOLOGY - Services Provided

Instant Messaging Support Service Level Offering
(Printable PDF Version)

Last updated: 07/01/09

Introduction
SSTA-WT offers the use of Instant Messaging on supported workstations as a means of communication.  Depending on the audience, two different solutions are offered as appropriate for internal and external communication. 

For internal communication among University staff members, Microsoft Windows Messenger is offered.  For external communication between a University staff member and an external entity such as a prospective student or parent, a web consolidator approach provides better security and is therefore recommended.

Scope
This Service Level Agreement covers machines at Purdue as supported by Student Services Workstation Technology. 

External IM Communication - Web-Based Instant Messaging Service
Meebo is the recommended web based consolidator for SSTA supported customers for communication with entities external to the University.  It allows users to communicate on a wide variety of IM networks.  Advertisements are less intrusive with Meebo than other web-based consolidator services.  No software needs to be installed on the workstation to use Meebo.

Internal IM Communication – Microsoft Windows Messenger Service
Microsoft Windows Messenger Service is the recommended installed client messaging service for communication among University staff members. 

Data Handling and Public Records Guidelines
The SSTA Guidelines for IM Usage provided by the SSTA Data Steward with input from Purdue’s Public Records Office provides guidance and education for supported users.  The ability to programmatically disable logging, file transfers, file sharing and in-line links is generally not present with IM services.  Therefore, it is the responsibility of the end user to adhere to the SSTA Guidelines for IM Usage and Data Handling Requirements. 

Accountability
It is up to individual departments to allow or forbid use of IM via a departmental policy.  A Departmental Checklist for Establishing IM is available for departmental guidance.  If a department decides to allow the use of IM, end users must be made aware of the proper use of the service such that it meets the Data Handling Requirements and the SSTA Guidelines for IM Usage.
 
Procurement
No software request is necessary for the Meebo web based consolidator.
The Departmental Computing Coordinator requests Microsoft Windows Messenger on behalf of a customer. 

Provisioning
Student Services Workstation Technology Responsibility
SSTA-WT will make every effort to keep workstations updated with current Windows, antivirus and antispyware security software.  SSTA-WT will deploy the Microsoft Windows Messenger to the requested workstation and make every effort to keep the application patched with security updates from the vendor.  No software installation is required for Meebo web based consolidator.

End User
The end user is responsible for account creation, password management, and configuration of the IM services.  Configuration of Meebo should follow the recommended Meebo Configuration Guidelines.  Configuration of Microsoft Windows Messenger should follow the recommended Windows Messenger Configuration Guidelines.  It is the end users responsibility to follow the Data Steward’s SSTA Guidelines for IM Usage.

Training
Training through SSTA-WT is not available for Instant Messaging.  Help and FAQs are available online.

List of Referenced Information
SSTA Guidelines for IM Usage
Data Handling Requirements
Departmental Checklist for Establishing IM
Meebo Configuration Guidelines
Windows Messenger Configuration Guidelines