Thread Subject: Re: Cognitive Disability - require remote assistance feature?

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From: terry.weaver@gsa.gov
Date: Mon, Mar 19 2007 12:30 PM

However, I think that most agencies have utilize a helpdesk center for
supporting the agency's hardware and software. I know my agency's
helpdesk will remote control of my desktop to install/debug/upgrade
applications.

Do we need to include a potential risky recommendation that may already
have been solved in reality?




"Debbie Cook" < = EMAIL ADDRESS REMOVED = >
Sent by: = EMAIL ADDRESS REMOVED =
03/19/2007 03:05 PM
Please respond to
"TEITAC documentation and technical support subcommittee"
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To
"TEITAC documentation and technical support subcommittee"
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cc

Subject
Re: [teitac-documentation] Cognitive Disability - require remote
assistance feature?






There are all kinds of conditions where an agency or other entity would
not
want to support the use of off-the-shelf Remote desktop or control apps.
If
the agency is providing this as part of it's systems support, then the
appropriate protocols will be dealt with. But it would create a security
nightmare for us to require this type of support. Probably not even as a
best practice.
----- Original Message -----
From: "Whitney Quesenbery" < = EMAIL ADDRESS REMOVED = >
To: "TEITAC documentation and technical support subcommittee"
< = EMAIL ADDRESS REMOVED = >
Sent: Sunday, March 18, 2007 6:41 PM
Subject: Re: [teitac-documentation] Cognitive Disability - require remote
assistance feature?


I think that this goes beyond something that we can REQUIRE. I'd have to
think very hard about the possibility for unintended consequences for all
types of applications. Are there privacy issues to consider, in addition
to
security issues?

This seems like something that an agency help desk might want to
implement,
rather than something that should be supplied with each different
application. Think how many different remote control programs might end up

being installed on each computer.

On the other hand, I know nothing (except how to start them) about remote
control programs, and their accessibility. Anyone else have experience
with
things like VNC and GoToMyPC from this perspective?

This seems like a possible entry for a set of "best practices".

Whitney

At 03:44 PM 3/16/2007, Michele Budris wrote:


In the draft submission wiki page (
http://teitac.org/wiki/Documentation:Draft_Submission), the following
comment was added to section 3 (Other Material) item B: Issues this
subcommittee is not addressing, but which should be addressed. It was not
included in the official submitted draft #1 since we had not discussed it.

The comment was submitted by Jim Tobias. The text is:

"In the presentation on Cognitive Disability, it was said that remote
assistance for computer software and hardware was a helpful feature. That
is, the user can contact someone over a network who can log into the
user's
computer and either show him/her what needs to be done, or actually make
those necessary changes remotely. Do we want to include such a
requirement?"

This was discussed at the March 15 meeting with the following feedback:

-Could have cost implications, especially for small businesses.
-There could be security issues, many state and federal governments do
not
allow remote access to systems.
-But this would be more cost effective than having someone go to the
system to make the same fix multiple times.

I'd like input from people on this regarding:
-Should we add a requirement like this?
-If yes, then recommended text.

Thanks,
Michele

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