Transcript Shortened pre-workshop exercise Don`t use PAC, but spell out

Helping the Public Use Public
Access Computers
Cheryl Gould
[email protected]
Fall 2005 – Summer 2006
Bill & Melinda Gates Foundation
• The Global Libraries program seeks to increase
access to technology for residents in low-income
and disadvantaged communities through
partnerships with public libraries in the United
States and throughout the world.
GATES in California
• 10/25/2004 - $416,880 over 3 years to support
public access computing sustainability efforts in
public libraries through Staying Connected grant
• State Library decided to offer free training:
– Supporting the Public on Public Access PC’s
– Managing Public Acces PC’s – Best Practices
– Configuring Public Access PC’s
• Infopeople “Partnership” page has more info
How Are You Feeling about Public
Access Computers?
• Are they important?
• How much of your day do they take up?
• Is there something you wish would change
about the public access computers?
Survey says…
• 51% of adult users have household incomes less than
$25,000/year
• 37% of library computer users earning less than
$15,000/year say their only Internet access is in the
library
• Low-income persons are more likely to use library
computers to fulfill work, school and community needs.
• 71% of people without home computer access said they
have starting using library or use it more since Internet
access is available.
10/02
Goals for Today
• Gain confidence
• Understand setup limitations and options
• Basic troubleshooting
• How to explain:
– common problems to techs
– solutions to customers
Layers of Protection
• Operating System
– Access based on login
– Permissions set by administrator
• Application Settings
– Browser - Block pop-ups, privacy, history
– Word – lock toolbars, options
• Added hardware or software
– Virus/spyware/adware remover
– Disk Security
Troubleshooting Steps
• Close and re-open program
– use Ctrl-Alt-Delete if available
• Reboot computer
• Check for loose connections
• If problem with a website, check access to other
websites
– check nearby computers for Internet connection
before calling tech support
Why Right-Clicking Matters
• Context-sensitive menus
– can learn in a program
– most common tasks available in any spot
– don’t see irrelevant options
• Reduces need to move mouse
• Best thing to try when you have no idea where to
find what you need
Privacy Issues for Public Access
Computers
• In many programs - recently used file list
• In a Web browser
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Back, Forward, History
Bookmarks/Favorites
Cache and Temp files
Cookies
• In Web browser check Tools/Options
Mouse Alterations
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Double-click speed
Mouse movement
Size of cursor
Trail behind cursor
Right or left hand mouse user
Visual Accessibility Changes
• Adjust with operating system
– size of menus and icons
– color of desktop and all windows
• high contrast
• white on black
– size of fonts
• Within Programs
– size of fonts
– zoom box
– options in View menu
Things to Know About Printing
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Always use Print Preview
Try “Print Selection” or “Page Range”
Alter margins if only a line or two on last page
Framed pages are tricky
– often don’t print preview correctly
– need to choose to print frames separately or as laid out on
page
• Copy and paste to Word from the Web when problems
printing from the Web
• Right-click on images in browser for options
1. Go to: businessballs.com
2. Find link to “Blooms Taxonomy…”
3. How do you print the section starting with:
“explanation of Bloom’s taxonomy”
Practice in Groups of 3
Tell your customer…
• How to print a single image from a web page
that is full of pictures and text
• How to print a paragraph of text
• How to use Print Preview to figure out what they
want is on page 5 and then to print page 5 of a
20 page document.
http://infopeople.org/resources
• New to computer
– In Spanish too
• Learn to type or use the mouse
• New to Internet
• Free email, Internet access and online file
storage including digital photos
File Names and Extensions
• File names consist of a name and a 3 character
extension - cutedog.gif , memo10_05.doc, dellsupport.html
• The 3 letter file extension tells Windows what program
to open.
• You can change the association between an
extension and a program in Windows Explorer:
– Tools/Folder Options/File Types tab
• Set file extensions to show in Windows Explorer
– Tools/Folder Options/View tab
Practice explaining…
• What a file extension is and why it matters and
how it effects their ability to open an attachment
on a library computer.
• To your tech support why it’s important to have
toolbars on two rows and full menus showing
• What options there are for low-vision customers
What the Computer Sees
• When you see the letter “a” the computer sees:
– 01100001
• AND a bit for:
– font size
– font type
– italics, bold, underlining
• Paragraphs have formatting too
– centering
– indents
– numbers or bullets
Helping Customers With Word
• Paragraph Marks
• Change Style to Normal
• Options for laying out text and objects
• Save as .rtf
• Look at Help together as last resort
Options for Saving
• Save as .rtf if uncertain of what operating system
user has access to
• Email file as attachment using free email
• Free online storage
• Know where to buy a USB device locally
Files must be able to be saved locally at least
temporarily for any of these solutions
Talking to Tech Support
• Use correct vocabulary
• Recognize that they don’t work with the public
– need to give examples of problem and how patron or
staff is affected
• Copy and paste error messages to save them
– press <PrtScrn> to copy entire screen
– press Alt + <PrtScrn> to copy window only
– paste into Word
• Some issues won’t be resolved
Practice talking to tech support about something
you learned today that you’d like to share with
them about improving the customer experience
on the public access computers.
Be sure to include the problem the
customers have AND the solution you
suggest