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+Network Working Group                       Marshall D. Abrams
+Request for Comments: 364                   National Bureau of Standards
+NIC  10606                                  July 11, 1972
+References:  NIC 6801
+
+
+                  Serving Remote Users on the ARPANET
+
+Problem Statement
+
+   Second only to the unavailability of the serving host, the most
+   vexing problem encountered in attempting to use the service hosts on
+   the NET has been the inadequacy of administrative procedure and
+   information dissemination for remote users. This paper explores the
+   problem and proposes solutions.
+
+   When computer systems begin to service remote users, some of the
+   operating procedures which produced a functioning environment for
+   local users may not be satisfactory for those who are off-site. It
+   may be that these procedures were already inadequate, but the local
+   community developed a set of informal procedures to augment the
+   formal ones. It may also be true that the established formal
+   procedures were completely satisfactory for local users, but failed
+   when an attempt was made to extend them to the remote user. In either
+   case, this paper asserts that a problem exists and offers a set of
+   suggestions for its amelioration.
+
+
+Existing Information
+
+   Having used (or attempted to use) the information currently
+   available, I should first summarize the existing sources and indicate
+   that they don't meet total needs. There is the resource notebook
+   index. The index is an ordered list of attributes which refer one to
+   the appropriate main entry for hosts exhibiting that attribute. When
+   the index is completed, it will reference the main entries in the
+   resource notebook, to which we now turn out attention. On the whole,
+   the main entry contains a summary of the hardware and software
+   services available. At this site, these entries serve as a "shopping
+   list" from which we may select the service center hosts which may be
+   suitable for the computing we wish to undertake. Some administrative
+   information is also provided. Using the outline of a host-site
+   subsection, this information consists of: I. Personnel; V.B.  Rate
+   structure; V.D. Long-term storage; VII. Login; VIII. Operator
+   Communication; IX. Miscellaneous; and X. Programs. The discussion
+   under "IX. Miscellaneous" included a statement of intention to
+   include an elaborated documentation section in a future revision of
+   the resource book. This is most urgently required. This paper
+
+
+
+Abrams                                                          [Page 1]
+
+RFC 364                                                     11 July 1972
+
+
+   contains a proposal which might constitute the outline for that
+   section.
+
+   Another source of information concerning serving hosts is the NIC.
+   Some sites have submitted existing documentation to the NIC; some
+   have even written special documents to assist network users. There
+   are several problems however: It may be difficult to learn about said
+   documents, especially for someone new to the ARPANET and/or the NIC.
+   NIC policy is to lend the documents, which is fine for browsing but
+   unacceptable for reference.
+
+
+Information Required
+
+   Employing a questionnaire format, I will now present additional
+   outline entries which might be used to supplement NIC 6801.
+
+   XI.  Administrative Procedures relating to Financial Arrangements
+
+        Who does a prospective user contact?
+
+        Is there a way to sample using the system (gratis)?
+
+        How does one open an account for computer services?
+
+        How does one obtain the necessary blank administrative forms?
+
+        Can all expenses (e.g., manuals, postage) be charged to the
+        computer services account?
+
+        How does one determine the status of his account?
+
+        What is the relationship of a number of users to accounts?
+
+        How can one determine the charges accruing during a session?
+
+        How often are account statements issued?
+
+        How current are account statements when issued?
+
+
+   XII. Information Dissemination
+
+        A.  Documentation
+
+        Is there a "beginners pocket"? Does it contain examples?
+
+        Is there a list of documents available? Where?
+
+
+
+Abrams                                                          [Page 2]
+
+RFC 364                                                     11 July 1972
+
+
+        Where are published documents sold?
+
+        How does the remote user obtain these documents?
+
+        May document purchases be charged to the account?
+
+        How are errata sheets distributed?
+
+        How often are manuals updated? How are updates announced?
+
+        What local documentation is available/necessary?
+
+        What manufacturer hardware/software documentation is
+        available/necessary?
+
+        Is manufacturer documentation available from the same source as
+        local documentation and with the same arrangements?
+
+        What is the mechanism for resolution of conflicts amongst
+        manuals?
+
+        Is documentation available for each subsystem and application
+        program?
+
+        Is there a printed newsletter or equivalent? If so, what is the
+        procedure for becoming a subscriber? For obtaining back issues?
+
+        Is there a "message of the day" automatically presented?
+
+        How does an irregular user keep informed of past "messages of
+        the day"?
+
+        Is there an on-line information service like a newspaper? How
+        does one obtain "back issues" of the "newspaper"?
+
+
+        B.  User Assistance
+
+        Is there a (required) single point of contact for remote users?
+
+        What is his level of technical competence?
+
+        What is his level of administrative responsibility?
+
+        When the contact person cannot answer a question will he follow
+        it up with the appropriate in-house person? Will the remote user
+        be referred to the in-house person?
+
+
+
+
+Abrams                                                          [Page 3]
+
+RFC 364                                                     11 July 1972
+
+
+        To what extent will a remote user be permitted or denied access
+        to technical and administrative staff?
+
+        What priority does the local user have relative to the remote
+        user?
+
+        Is there a telephone service for answering questions?
+
+        Is INWATS or equivalent provided?
+
+        What are the service hours?
+
+        Is there an on-line assistance mechanism? How does it work?
+
+        Is there a mechanism for sending messages to an off-line user
+        consultant?
+
+
+        C.  Technical Capabilities and Requirements
+
+        Is there an index of system capabilities?
+
+           1. Communications
+
+              How do you log in (or whatever it is called)?
+
+              What device assumptions are made concerning lines per
+              page, columns per line, (seperate) line feed, (seperate)
+              carriage return, (combined) carriage return line feed,
+              horizontal tab, vertical tab, form feed, and back space?
+
+              Have any of the non-printing ASCII characters been
+              assigned non-standard functions?
+
+           2. Command language
+
+              What is the minimum set of control statements required?
+
+              Where are the control statements documented?
+
+              What are the installation defaults on control statements?
+
+           3. File System and Editor(s)
+
+              What are the attributes of the file system? Describe the
+              naming conventions of the defaults.
+
+              How is a set, subset, and superset of "files" defined,
+
+
+
+Abrams                                                          [Page 4]
+
+RFC 364                                                     11 July 1972
+
+
+              related and named?
+
+              What is the minimum information about the file system that
+              is required in order to use the editor(s) and language
+              processors?
+
+              Are names divided into adjectival qualifiers? What are
+              these called? Are there restrictions? Defaults?
+
+              Describe the editor(s) characteristics. What documentation
+              is available?
+
+              Are there in-line editing features (e.g., erase
+              immediately preceding character, erase entire line)?
+              Describe.
+
+           4. Languages
+
+              What language processors are available?
+
+              How are the processors implemented (e.g., batch compiler,
+              interpreter, incremental computer)? What difference does
+              it made to the user?
+
+              What is the compitability of your language dialect(s) with
+              the standard and with other dialects?
+
+              To what extent can program units written in different
+              languages communicate? Discuss data types,
+              representations, and structures as well as subroutine
+              linkage conventions.
+
+
+   XIII.  Operations
+
+        What measures are in effect to preserve the security of one's
+        files and accounts?
+
+        Can a remote user direct printing, punched cards, plotting, etc.
+        to an on-site device? How does he get his output mailed to him?
+
+        What off-line secondary storage is available? How is it used?
+        What does it cost?
+
+        How does the remote user request, renew, release, mount and
+        demount tapes and disk packs?
+
+        What arrangements are there for mailing off-line storage media?
+
+
+
+Abrams                                                          [Page 5]
+
+RFC 364                                                     11 July 1972
+
+
+        Is the operating staff aware that there are remote users?
+
+        Are there services available to local users not available to
+        remote users; and conversely?
+
+        Is there on-line file storage? What does it cost? What limits
+        are imposed?  How often is it backed-up?
+
+        Does the announced operating schedule consider users in
+        different time zones?
+
+        Is the announced schedule closely followed?
+
+        How are remote users notified of changes in the schedule?
+
+
+Implementation
+
+   Much of the information suggested herein as being beneficial for
+   remote user would also apply to local users. Perhaps much of it
+   already exists in local documentation. I assert that the remote user
+   is usually unable to easily find the information, especially when he
+   works with several remote hosts. Presenting the information in a
+   format that followed a standard outline would certainly be a service.
+   I also recognize that preparation of this information might involve a
+   duplication of effort, and would possibly produce two documents which
+   had to be updated when changes occurred. One solution is to follow
+   the outline in producing a guide to the literature available from the
+   host site.
+
+
+            [ This RFC was put into machine readable form for entry ]
+              [ into the online RFC archives by Alan Ford 10/99 ]
+
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+Abrams                                                          [Page 6]
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