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+Network Working Group                                       D. Sitzler
+Request For Comments: 1302                                       Merit
+FYI: 12                                                       P. Smith
+                                                                 Merit
+                                                             A. Marine
+                                                                   SRI
+                                                         February 1992
+
+
+         Building a Network Information Services Infrastructure
+
+Status of This Memo
+
+   This memo provides information for the Internet community.  It does
+   not specify an Internet standard.  Distribution of this memo is
+   unlimited.
+
+Abstract
+
+   This FYI RFC document is intended for existing Internet Network
+   Information Center (NIC) personnel, people interested in establishing
+   a new NIC, Internet Network Operations Centers (NOCs), and funding
+   agencies interested in contributing to user support facilities.  The
+   document strives to:
+
+       - Define a basic set of essential services that Network
+         Information Centers (NICs) will provide to Internet users,
+         including new mechanisms that will facilitate the timely
+         dissemination of information to the Internet community and
+         encourage cooperation among NICs.
+
+       - Describe existing NIC services as an aid to Internet users
+         and as a model for organizations establishing new NICs.
+
+Acknowledgments
+
+   This document reflects the work of the Network Information Services
+   Infrastructure (NISI) working group in the User Services area of the
+   IETF.  Because the working group participants represent a cross-
+   section of existing Internet NICs, the opinions expressed herein are
+   representative of groups currently providing information services
+   within the Internet community.
+
+
+
+
+
+
+
+
+
+Sitzler, Smith, & Marine                                        [Page 1]
+
+RFC 1302                          NISI                     February 1992
+
+
+Table of Contents
+
+   1. PURPOSE........................................................  2
+   2. DEVELOPMENT GUIDELINES.........................................  3
+   3. DEFINITION OF A NIC AND A NOC..................................  3
+   4. HISTORY........................................................  3
+   5. ESSENTIAL NIC FUNCTIONS........................................  5
+   5.1 Provide Information Resources.................................  5
+   5.2 Support End-Users.............................................  6
+   5.3 Collect and Maintain NIC Referral Information.................  7
+   5.4 Support the NIC Infrastructure................................  7
+   6. EXAMPLES OF PRESENT NIC SERVICES...............................  8
+   6.1 Direct User Support...........................................  8
+   6.1.1 Referrals...................................................  8
+   6.1.2 User-to-User Communication..................................  8
+   6.1.3 Application Support.........................................  9
+   6.1.4 Technical Support...........................................  9
+   6.1.5 Emergency Services..........................................  9
+   6.2 User Training Services........................................  9
+   6.3 Marketing and Public Relations Services.......................  9
+   6.3.1 Newsletters.................................................  9
+   6.3.2 Other Publications..........................................  9
+   6.3.3 PR Activities...............................................  9
+   6.4 Information Repository Services...............................  9
+   6.5 Administrative Services....................................... 10
+   7. EXAMPLES OF PRESENT INFORMATION DELIVERY MECHANISMS............ 10
+   8. DATABASE ACCURACY ISSUES....................................... 11
+   9. SECURITY CONSIDERATIONS........................................ 12
+   10. AUTHORS' ADDRESSES............................................ 13
+
+1. PURPOSE
+
+   The purpose of this document is to define the role of NICs in the
+   Internet and establish guidelines for new and existing NICs regarding
+   the user services they provide.  This document is also a move toward
+   standardizing NIC services, which will aid in the development of an
+   overall information infrastructure that will allow NICs to easily and
+   routinely cooperate in assisting users.
+
+   NICs for networks that are part of the Internet may be called upon to
+   serve users of the greater Internet as well as those of their own
+   networks.  This responsibility brings with it the added challenge of
+   coordinating services with other NICs to better serve the general
+   Internet community.  Toward that end, this document also proposes
+   some easily implemented changes to facilitate the exchange of
+   information and services between NICs.
+
+
+
+
+
+Sitzler, Smith, & Marine                                        [Page 2]
+
+RFC 1302                          NISI                     February 1992
+
+
+2. DEVELOPMENT GUIDELINES
+
+   The NISI working group observed several guidelines when developing
+   this FYI RFC.
+
+     1.  While recognizing that the new infrastructure should be built
+     on existing services, programs, and technology, the working group
+     did not want to limit its thinking to the present, preferring to
+     consider new approaches and to think toward the future.  The goal
+     is to move in the direction of an information services
+     infrastructure for the National Research and Education Network
+     (NREN).
+
+     2.  The working group recognizes that a user support system must
+     accommodate a diverse user population, from novice to network
+     sophisticate.
+
+     3.  The working group recognizes that not all NICs are interested
+     in providing service at the Internet level nor in providing service
+     directly to end users.  Some NICs have special areas of interest
+     and serve a more limited community.  Many campus NICs, for example,
+     restrict the scope of their efforts to campus computing activities.
+     Therefore, an Internet NIC must have policies, procedures, and
+     delivery mechanisms in place to serve not only end-users, but to
+     aid other information providers and user support agencies.
+
+3.  DEFINITION OF A NIC AND OF A NOC
+
+   A Network Information Center is an organization whose goal is to
+   provide informational, administrative, and procedural support,
+   primarily to users of its network and, secondarily, to users of the
+   greater Internet and to other service agencies.
+
+   A Network Operations Center (NOC) is an organization whose goal is to
+   oversee and maintain the daily operations of a network.  Although
+   sometimes one organization may fulfill the duties of both a NIC and a
+   NOC, this document assumes NIC functions to be separate from NOC
+   functions and addresses NIC functions only.  Obviously, however, a
+   NIC must work closely with its NOC to ensure users get the best
+   service possible.
+
+4.  HISTORY
+
+   When the original Advanced Research Projects Agency Network (ARPANET)
+   was formed, SRI was assigned the essential administrative task of
+   registering every host on the network and maintaining the Official
+   Host Table.  This host table was needed to interconnect the hosts
+   into a network.  SRI also became the repository for the RFCs, most of
+
+
+
+Sitzler, Smith, & Marine                                        [Page 3]
+
+RFC 1302                          NISI                     February 1992
+
+
+   which were only available in paper copies because a file transfer
+   protocol had yet to be specified.  Because of its role as a central
+   information repository in these ways, SRI became the natural place
+   for users to call with questions, and the first NIC was born.
+
+   In 1984, the original network split into two networks: the ARPANET
+   and the MILNET.  The ARPANET was laid to rest in 1990, and the
+   original NIC became the Defense Data Network NIC (DDN-NIC).  This NIC
+   was sometimes referred to as the "SRI-NIC" or sometimes simply as
+   "the NIC".  Today this NIC is maintained by Government Systems, Inc.,
+   and provides information services to the MILNET portion of the DDN,
+   as well as performing several administrative duties that serve the
+   entire Internet community.  SRI continues to provide general Internet
+   information services and maintains an FTP repository.
+
+   The days of having just one or two networks are long gone.  Today,
+   the Internet is an international collection of thousands of networks
+   interconnected with the TCP/IP protocols.  Users of any one of these
+   networks can use the network services provided by TCP/IP to reach any
+   of the other networks.
+
+   There are other major wide area networks, such as BITNET and DECnet
+   networks, that are not based on the TCP/IP protocols and are thus not
+   considered part of the Internet itself.  However, users can
+   communicate between these networks and the Internet via electronic
+   mail, so Internet NICs often answer questions regarding these
+   networks.
+
+   NICs exist for many of the networks that make up today's Internet.
+   For example, in addition to the MILNET, in the United States there
+   are the National Science Foundation Network (NSFNET), the Energy
+   Science Network (ESnet), and the NASA Science Internet (NSI).  All of
+   these networks provide NICs.
+
+   BITNET is a non-TCP/IP network that is accessible to the Internet via
+   electronic mail.  Its administrative organization, the Corporation
+   for Research and Educational Networking (CREN), supports NIC services
+   for BITNET users.
+
+   Many networks in countries other than the United States also provide
+   NIC services.  For example, such services exist for NORDUnet, which
+   connects national networks in the Nordic countries, and JANet, the
+   Joint Academic Network in the United Kingdom.  The BITNET
+   counterparts in Europe and Canada are the European Academic and
+   Research Network (EARN) and NetNorth, respectively.
+
+
+
+
+
+
+Sitzler, Smith, & Marine                                        [Page 4]
+
+RFC 1302                          NISI                     February 1992
+
+
+5.  ESSENTIAL NIC FUNCTIONS
+
+   Network Information Centers exist to provide services that make using
+   the network easier and more attractive to users.
+
+   To help meet this goal, four essential NIC functions have been
+   identified as those that every Internet NIC should perform.  These
+   are the basic functions that define the minimum level of Internet
+   information service.  Each Internet NIC should:
+
+     - Provide information resources.
+     - Support end-users through direct contact.
+     - Collect and maintain NIC referral information.
+     - Support the NIC infrastructure.
+
+   The level of each service and the exact mechanisms for providing
+   these services depend on the needs of the particular network user
+   community.  Funding, staffing, and implementation issues related to
+   these functions are left up to individual NIC organizations.
+
+   Presently, only the first two functions, providing information
+   resources and directly supporting end-users, are routinely performed
+   by Internet NICs.  The variety of ways in which these services are
+   provided is described more fully in the section on, "Examples of
+   Present NIC Services".
+
+   The last two functions, collecting information about other NICs and
+   supporting the NIC infrastructure, are new roles that have evolved as
+   the Internet community and the number of NICs have grown.
+
+   Each of these four essential functions is discussed in some depth in
+   this section.
+
+5.1  Provide Information Resources
+
+   Information resources refers to both online and hard-copy resources,
+   such as online files, marketing information, and newsletters.  NICs
+   help users gain access to relevant information in several ways.
+
+     - Obtain information online from other sites and store
+       it at the local NIC where users may access it.
+
+     - Refer users to information stored at other locations
+       around the Internet.  This option requires that each
+       NIC maintain up-to-date information regarding such
+
+
+
+
+
+
+Sitzler, Smith, & Marine                                        [Page 5]
+
+RFC 1302                          NISI                     February 1992
+
+
+       Internet resources.
+
+     - Create information, such as newsletters, marketing
+       information, tutorial files or documents, and make
+       it available to users.  In this case, the "creating
+       NIC" is solely responsible for the content and
+       accuracy of the information provided.
+
+   In all of the cases above, users need a way to verify the
+   authenticity and currentness of the information.  Accordingly, each
+   NIC should provide the following information for everything it makes
+   available to its users and the Internet community: 1) a time stamp,
+   2) a revision number, and 3) the name of the NIC that produced the
+   document.  The NIC should also maintain contact information regarding
+   the source of a file, but does not necessarily have to include such a
+   contact in the online file.
+
+5.2  Support End-Users
+
+   A NIC serves as the principle source of network information for its
+   end users.  NICs field a variety of user inquiries, such as requests
+   for how to get connected to the Internet, how to locate and access a
+   particular application on the network, how to determine an e-mail
+   address, and how to solve operational problems.  Each NIC must take a
+   best effort approach to responding to these inquiries and take
+   responsibility for a user inquiry until it is resolved in some way.
+   Resolution may be answering the question, referring the user to the
+   appropriate information source, or coordinating with a NOC to resolve
+   a user connectivity problem.
+
+   To facilitate this role of information provider, the following
+   delivery mechanisms are used:
+
+     - Telephone "hotline" support.  All NICs need to be
+       available to answer phone inquiries during the
+       business day.
+
+     - Electronic mail.  An electronic mail address acts as
+       an electronic help desk.  For consistency, the
+       electronic mail address should be of the form
+       NIC@domain (e.g., NIC@DDN.MIL).  Such a common
+       addressing convention will move toward
+       standardization of these "electronic help desks" and
+       will increase the chance that users will know where
+       to ask for help.  In addition, a user inquiry to a
+       NIC e-mail address should either produce a human
+       response or an up-to-date machine response that
+       performs a triage function by advising the user
+
+
+
+Sitzler, Smith, & Marine                                        [Page 6]
+
+RFC 1302                          NISI                     February 1992
+
+
+       where to go for particular categories of problems.
+       For example, a message to NIC@NSF.NET could return a
+       message alerting the user to the NNSC@NNSC.NSF.NET
+       and the NSFNET-INFO@MERIT.EDU mailboxes, both of
+       which provide information for NSFNET.
+
+     - Electronic information transfer.  NICs should
+       provide information in electronic form, and make it
+       available across the Internet through mechanisms
+       such as anonymous file transfer, electronic mail,
+       and remote databases.
+
+5.3  Collect and Maintain NIC Referral Information
+
+   With the recent dramatic increase in the number of networks, users,
+   and applications accessible via the Internet, it is impossible for
+   any one NIC to maintain comprehensive, up-to-date information of all
+   the services and information available.  Because such information is
+   distributed among many NICs, it is essential for each NIC to be aware
+   of other NICs and their areas of expertise.  Such shared information
+   among NICs ensures that Internet users will be referred promptly to
+   the correct information resource.
+
+   In an effort to gather data about NICs and their resources,
+   information will be solicited from each NIC and placed in a database
+   called "nic-profiles".  This database will be available to all NICs.
+   Such shared information among NICs ensures that Internet users will
+   be referred promptly to the correct information resource.  For
+   information regarding joining or using the nic-profiles database,
+   send a message to nic-forum-request@merit.edu.
+
+5.4  Support the NIC Infrastructure
+
+   It is essential that each NIC take an active part in supporting the
+   NIC/Internet infrastructure.  Two means of providing such support are
+   suggested here.
+
+     - Attend the IETF User Services Working Group (USWG).
+       NICs are encouraged to participate in the USWG, an
+       ongoing working group of the IETF, which is
+       chartered to identify, discuss, and recommend
+       solutions to user service issues.  The group meets
+       regularly at the IETF meetings.  (Information about
+       IETF meeting schedules, etc., is available for
+       anonymous FTP from nnsc.nsf.net.  The directory is
+       ietf.)  The USWG has spawned a variety of working
+       groups dealing with specific user service topics.
+       To join the USWG mailing list send an e-mail request
+
+
+
+Sitzler, Smith, & Marine                                        [Page 7]
+
+RFC 1302                          NISI                     February 1992
+
+
+       to uswg-request@nnsc.nsf.net.
+
+     - Participate in nic-forum.  An electronic mailing
+       list, "nic-forum", will provide NIC personnel with a
+       means of soliciting information from other NICs,
+       offering solutions to common problems, and posting
+       information of general interest.  A NIC can register
+       in the nic-forum, as well as provide information for
+       the nic-profiles database, by sending a message to
+       nic-forum-request@nsf.net.
+
+6. EXAMPLES OF PRESENT NIC SERVICES
+
+   There are a variety of ways through which existing NICs fulfill the
+   basic requirements previously indicated under "Essential NIC
+   Functions".
+
+   Today's Internet NICs provide network users with a wide array of
+   value-added services.  The types and levels of services vary for any
+   particular NIC depending on a number of issues such as funding,
+   audience served, available resources, and mission of the network
+   organization.
+
+   An overview of some of the services offered today by Internet NICs is
+   listed below.  This overview provides examples of the essential
+   services recommended earlier, and also gives a flavor of the many
+   avenues through which value-added user services are provided.  This
+   section provides examples, not recommendations.
+
+6.1  Direct User Support
+
+   The main objective of a Network Information Center is to provide
+   support for network users.  Most NICs provide both telephone and
+   electronic mail hotlines for convenient user access.  Existing NICs
+   also often serve as intermediaries between users and the technical
+   experts who provide specific information.  Because NICs interact
+   directly with end-users, they can frequently evaluate their services,
+   and modify them to accommodate changing user needs.
+
+6.1.1 Referrals.  Today's NICs are aware of other Internet resources
+      and keep such referral information as up-to-date as possible.
+
+6.1.2 User-to-User Communication.  NICs can facilitate interactions
+      between network users.  Often this is done through conferencing
+      or electronic mail.  For example, a NIC can set up a computer
+      conference dealing with a specific discipline or perhaps a
+      specific topic so that users can share ideas and information
+      with each other.  Some NICs establish special interest groups and
+
+
+
+Sitzler, Smith, & Marine                                        [Page 8]
+
+RFC 1302                          NISI                     February 1992
+
+
+      hold in-person meetings to promote the exchange of information
+      between their users.
+
+6.1.3 Application Support.  NICs often provide user support for
+      specific host applications in addition to providing information
+      and support about the network to which the host is attached.
+
+6.1.4 Technical Support.  Technical experts are available at NIC
+      locations or elsewhere to trouble shoot user problems.  The range
+      and variety of technical expertise varies with the organization.
+
+6.1.5 Emergency Services.  Most NICs provide immediate notification to
+      users of impending events that may affect their network usage.
+      This is often done through electronic mail bulletins which state
+      the particular event, its impact, and its duration.
+
+6.2  User Training Services
+
+   NICs sponsor seminars, classes, and training workshops intended to
+   assist users in understanding the network environment.  These
+   training events range from general "what is the Internet" to
+   workshops on specific topics such as how to use a super-computer
+   application.
+
+6.3  Marketing and Public Relations Services
+
+6.3.1 Newsletters.  Some Internet NICs publish newsletters which are
+      used to inform subscribers about network developments and tools,
+      and as marketing documents to try to get more organizations to
+      attach to the network.
+
+6.3.2 Other Publications.  Many NICs also produce a variety of
+      general purpose brochures and "how-to" documents which are
+      distributed to potential network users.
+
+6.3.3 PR Activities.  NICs may be involved in a variety of public
+      relations activities from writing and distributing press releases
+      about new network developments to holding press conferences to
+      announce significant technological events.
+
+6.4  Information Repository Services
+
+   An important activity of NICs is producing and/or collecting
+   information of interest to their users.  Most NICs provide
+   hardware to store such information online and distribute the
+   information to their users both electronically and in hard-copy
+   form.
+
+
+
+
+Sitzler, Smith, & Marine                                        [Page 9]
+
+RFC 1302                          NISI                     February 1992
+
+
+6.5  Administrative Services
+
+   Many NICs perform registration services, such as registering user
+   information in a white pages database, keeping a record of hosts on
+   their networks, or keeping a record of contacts for hosts, networks,
+   or domains.
+
+7. EXAMPLES OF PRESENT INFORMATION DELIVERY MECHANISMS
+
+   Information is delivered to network users via a wide variety of
+   mechanisms.  The most common methods are electronic mail and file
+   transfer protocol (FTP); however, information is also relayed via the
+   telephone, FAX machines, U.S. mail, and in-person seminars, as well
+   as via electronic bulletin boards and remote database access.  NICs
+   are always looking for ways of making information broadly accessible
+   so that the maximum number of network users can use it effectively.
+
+   The following table lists the various information delivery methods
+   used in the Internet today, and notes the kind of information
+   distributed using each method.
+
+
+______________________________________________________________________
+
+
+            Table 1: AVAILABLE INFORMATION AND DELIVERY MECHANISMS
+
+
+  Delivery Mechanism               Type of Information Available
+  ------------------------------------------------------------------
+
+  FTP                              Network maps, functional specs,
+                                   draft RFCs, newsletters,
+                                   protocols, any information in
+                                   a file: ASCII, binary, etc.
+
+  electronic mail                  General information, newsletters,
+                                   announcements, security alerts,
+                                   network status information
+
+  bulletin board                   General information, announcements,
+                                   source code
+
+  hard copy                        Newsletters, user guides, resource
+                                   guides, press releases, promotional
+                                   information
+
+
+
+
+
+Sitzler, Smith, & Marine                                       [Page 10]
+
+RFC 1302                          NISI                     February 1992
+
+
+  presentations/seminars           Network applications, technology
+                                   trends, technical overviews,
+                                   general information about Internet
+                                   environment, TCP/IP overviews
+
+  Telnet                           Remote systems, applications
+
+  person-to-person                 Answers to specific questions,
+                                   contact information, referrals
+
+  electronic conference            Other users, discipline-specific
+                                   information
+
+  information services             General information, promotional
+                                   information, local interest
+                                   information
+
+  directory services               Phone book information (white
+                                   pages, and eventually yellow pages)
+
+  library services                 Bibliographies, full text,
+                                   references
+
+  phone                            Specific requests, contacts,
+                                   referrals, connecting assistance
+
+  U.S. mail                        Newsletters, user guides
+
+  FAX                              Variety of printed material
+
+  Finger, whois                    User data
+
+
+ ______________________________________________________________________
+
+8. DATABASE ACCURACY ISSUES
+
+   As has been mentioned elsewhere in this paper, NICs often are the
+   sites of databases of various types of information, which are
+   maintained for various reasons.  It is recommended that NICs
+   emphasize the importance of keeping such data as accurate as
+   possible.  In addition, it is important to allow people some control
+   over personal information about them that may reside in a NIC
+   database, especially if the information will be available publicly.
+
+   It is recommended that, as part of the process of collecting
+   information for a database, a NIC should disclose the following
+   information to those supplying data:
+
+
+
+Sitzler, Smith, & Marine                                       [Page 11]
+
+RFC 1302                          NISI                     February 1992
+
+
+      - Why the information is being collected and how it will be used.
+      - What the consequences are of not providing the asked for data or
+        of revoking data in a database.
+      - Which information asked for is mandatory and which is optional.
+      - Which information will be made public.
+      - How the data can be updated and who may provide updates.
+      - How and how often the NIC will solicit for data updates.
+
+   A NIC should actively seek updates to its data at least once a year.
+   The date publicly available data was last updated should be part of
+   the public information available about that data.  In general, users
+   should know when personal information about them is available in a
+   public database, and have the opportunity to change it or revoke it.
+
+9. SECURITY CONSIDERATIONS
+
+   Because NICs interact directly with network users, they will have to
+   deal with network and host security issues at times.  NICs should be
+   aware of those agencies and groups on the Internet that have the
+   responsibility of handling security incidents so that users can be
+   properly referred when necessary, and so the NICs themselves have
+   resources to call on should a major incident occur.  NICs should be
+   aware of security issues and security information resources, such as
+   network mailing lists and the Site Security Handbook (FYI 8, RFC
+   1244), and advocate the importance of security considerations to
+   their users.  NICs should have explicit procedures in place to follow
+   in the event of a security incident.  Such procedures will probably
+   include the means of interacting with both response centers and NOCs,
+   as well as with users.
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+Sitzler, Smith, & Marine                                       [Page 12]
+
+RFC 1302                          NISI                     February 1992
+
+
+10. AUTHORS' ADDRESSES
+
+   Dana D. Sitzler
+   Merit Network, Inc
+   1075 Beal Avenue
+   Ann Arbor, MI 48109-2112
+
+   Phone:  (313) 936-2648
+   EMail: dds@merit.edu
+
+
+   Patricia G. Smith
+   Merit Network, Inc
+   1075 Beal Avenue
+   Ann Arbor, MI 48109-2112
+
+   Phone:  (313) 936-3000
+   EMail:  psmith@merit.edu
+
+
+   April N. Marine
+   SRI International
+   Network Information Systems Center
+   333 Ravenswood Avenue, EJ294
+   Menlo Park, CA 94025-3493
+
+   Phone:  (415) 859-5318
+   EMail: april@nisc.sri.com
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+
+Sitzler, Smith, & Marine                                       [Page 13]
+
\ No newline at end of file