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Network Working Group                       Marshall D. AbramsRequest for Comments: 364                   National Bureau of StandardsNIC  10606                                  July 11, 1972References:  NIC 6801                  Serving Remote Users on the ARPANETProblem 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 paperAbrams                                                          [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 ]Abrams                                                          [Page 6]