User/Kiosk General
|
|
Q1.
|
What is a Broadband for Seniors Kiosk?
|
|
| |
A Broadband for Seniors Kiosk is an Internet kiosk available to anyone 50 years or over who wants to learn how to use a computer and surf the Internet free of charge.
|
|
Q2.
|
What is the purpose of the Kiosk?
|
|
| |
The Broadband for Senior's concept is a Federal Government funded initiative to provide a friendly environment where seniors can go and learn basic computer and Internet skills for free. An additional aim is to build community participation and social inclusion amongst older Australians.
|
|
Q3.
|
Is there a fee for using services at the Kiosk?
|
|
| |
No. The Kiosk services include access to new computers, broadband Internet and individual training/workshops. Online training will be free of charge to users aged 50 years and over.
But, a club membership fee may be required by some organisations hosting a kiosk to cover club insurance.
|
|
Q4.
|
Where can I find the locations of Kiosks near me?
|
|
| |
You can find the Live and Upcoming kiosk listing from the Broadband for Seniors website (at www.necseniors.net.au) under the Current Rollout tab.
|
|
Q5.
|
Are they all open to the public?
|
|
| |
Most Kiosks are available to the public; however, some that are located in private aged care facilities may not support public access for resident security reasons.
|
|
Q6.
|
When are they open?
|
|
| |
Please visit the Broadband for Seniors website www.necseniors.net.au for the location nearest you and contact the phone number listed.
|
|
Q7.
|
Do I need to be a member of the hosting club?
|
|
| |
This will depend on the hosting club and whether it has to charge a nominal membership fee to cover club insurance.
|
|
Q8.
|
Can I host a Kiosk?
|
|
| |
If you represent an organization that can provide a location to host the kiosk and are prepared to allow free kiosk access to senior members of the public, then you can apply. Visit the www.necseniors.net.au website to apply online.
|
|
Q9.
|
What if we are not a registered organization?
|
|
| |
If you can get a group of people together to form a club, a Club Starter Kit prepared by ASCCA can be downloaded from the www.necseniors.net.au website to assist you in forming a registered club.
|
|
Q10.
|
What does it cost to host a kiosk?
|
|
| |
The equipment (2 desks, 3 chairs, 2 computers, a wireless modem) and NEXTEP Internet broadband access is supplied free of charge. Your organization only needs to pay for the power usage charges and telephone line rental (that the broadband service will be supplied over).
|
|
Q11.
|
Where do I apply?
|
|
| |
Online at www.necseniors.net.au Applications tab, Host a Kiosk.
|
|
Q12.
|
I have no experience in using computer equipment. How can I start to access the Kiosk services?
|
|
| |
A host site volunteer tutor can assist seniors to use the Kiosk services step by step according to a user's requirements and training documentation provided. Training should be requested from the Kiosk Host co-ordinator. The project training material is available for download from the www.necseniors.net.au website.
|
|
Q13.
|
Is training provided?
|
|
| |
Free training is provided by volunteer tutors in basic computer skills including Internet browsing, e-mail and basic word process familiarization using WordPad. The project training material is available for download from the www.necseniors.net.au website.
|
|
Q14.
|
Would my personal detail be exposed while I access the Kiosk services?
|
|
| |
The project does not permit volunteer tutors to train seniors on how to divulge personal information from a kiosk and over the Internet. Seniors will be provided with information from the Australian Federal Police on security on the internet. Refer to project documentation available for download from the www.necseniors.net.au website.
|
|
Q15.
|
I am a person with a disability, is the Kiosk environment suitable for me to access?
|
|
| |
The majority of Kiosk hosting organisations should be able to provide disabled access to the kiosk. Contact your closest kiosk host organisation listed on the www.necseniors.net.au website under the Current Rollout tab.
|
|
Q16.
|
If I want to save the files, which I make from the Kiosk services, what can I do?
|
|
| |
The kiosk users may save their documents to their own USB devices such as a USB Key (memory stick) and external portable disk drive.
Alternatively, they can choose to burn files onto a CD or a single layer DVD that they provide.
Or, they can save to their files to their memory card via the computer's 13 in 1 card reader.
|
|
Q17.
|
I have to look after my grandchildren while their parents work at times. Could I bring them with me to the Kiosk?
|
|
| |
This will depend on the Host organisation site policy where you will be participating.
|
|
Q18.
|
Could I bring my personal laptop to connect to the broadband while accessing the Kiosk services?
|
|
| |
No.
|
|
Q19.
|
Should I reserve the Kiosk services in advance?
|
|
| |
The reservation rule depends on the hosting organisations. Contact your closest kiosk host organisation listed on the www.necseniors.net.au website under the Current Rollout tab.
|
|
Q20.
|
Should I bring any identification if I want to use the Kiosk service?
|
|
| |
Any identification to prove you are aged 50 years or over.
|
|
Q21.
|
What should I do if the computer freezes during my usage?
|
|
| |
Contact the kiosk host site administrator, supervisor or volunteer tutor.
|
|
Q22.
|
Could I download files (music/documents/videos) to the computer?
|
|
| |
In general, for kiosks connected to NEXTEP, documents of reasonable size will be allowed. However, access to music and video files may be restricted to ensure monthly download limits are not exceeded early by some users.
|
|
Q23.
|
What is the maximum size of files that I may download?
|
|
| |
Limits may be set depending on whether monthly download limits are exceeded too quickly.
|
|
Q24.
|
Is there a time limit for me to use the Internet?
|
|
| |
Time limits may be set at the discretion of the Kiosk Host and depending on the number of seniors requiring access.
|
|
Q25.
|
Do I have a restriction on the websites that I visit?
|
|
| |
Access to some websites (e.g. large file sharing sites, social networking sites, adult content sites) will be restricted.
|
|
Q26.
|
What if my mouse is not working properly?
|
|
| |
Contact the kiosk host site administrator, supervisor or volunteer tutor.
|
|
Q27.
|
How do I open up a downloaded file on the computer?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q28.
|
How do I recover a file/document that has been accidentally deleted?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q29.
|
Could I download videos, music or other audio files other than documents?
|
|
| |
No. Sites which have large download volumes may be restricted.
|
|
Q30.
|
How do I adjust the volume of the computer down/up?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q31.
|
How do I adjust the brightness/ contrasts of the screen?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q32.
|
My eyesight is not very good. Am I able to increase the size of the fonts on the screen?
|
|
| |
Computer screen display has already been configured for maximum icon size.
|
|
Q33.
|
Could I get a footrest?
|
|
| |
Footrests are not supplied as part of the kiosk furniture. However, your Kiosk Host may be able to supply these if required.
|
|
Q34.
|
Could I drink or eat at the kiosk?
|
|
| |
No.
|
|
Q35.
|
Could I play DVDs movies at the kiosk?
|
|
| |
No. The kiosk computer does not have DVD player software installed. This was not a requirement for the project.
|
|
Q36.
|
How do I chat with other people online?
|
|
| |
Your kiosk tutor may be able to give guidance on using the Internet browser for this function. But, MSN messaging or Skype is not part of the project.
|
|
Q37.
|
How do I set up an email account?
|
|
| |
Your kiosk volunteer tutor will be able to give guidance on setting up a Gmail account.
Please refer to the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q38.
|
How do I email others?
|
|
| |
Ask your kiosk volunteer tutor.
Also, refer to the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q39.
|
Is it safe to provide my personal details to websites?
|
|
| |
No.
Refer to the AFP advice in the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q40.
|
How do I book travel online?
|
|
| |
Travel booking online will not taught at a BFS Kiosk.
|
|
Q41.
|
How do I check the weather online?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q42.
|
How do I check TV/radio programs online?
|
|
| |
Ask your kiosk volunteer tutor.
|
|
Q43.
|
How do I listen to a radio station online?
|
|
| |
Ask your volunteer kiosk tutor. Although, this may be restricted depending on the download usage required.
|
|
Q44.
|
How much does it cost to use this (kiosk) service?
|
|
| |
Kiosk use for senior persons is free of charge.
|
|
Q45.
|
What is "phishing"?
|
|
| |
"Phishing" is a slang term coined to describe the process of Internet fraud that aims to steal valuable information such as credit cards, social security numbers, user IDs and passwords.
Refer to the AFP advice in the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q46.
|
What is "spam"?
|
|
| |
Spam is the common term for commercial electronic messages sent without consent of the addressee. Some people define spam even more generally as any unsolicited e-mail.
Refer to the AFP advice in the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q47.
|
What should I do if I receive spam?
|
|
| |
Refer to the AFP advice in the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
| |
Host
|
|
Q48.
|
What is the time line for activation of a Seniors Kiosk?
|
|
| |
About 3 weeks from application qualification provided the application details are all correct.
|
|
Q49.
|
Who will be the targeted audience using the Kiosk services?
|
|
| |
Primary users are senior residents of Australia aged 50 years and over. Secondary users are volunteer tutors who help/ support seniors, and the hosting organisation employees who supervise the Kiosk.
|
|
Q50.
|
What kind of operating system would be applied to the kiosk? As we are aware, our members are more familiar with Windows XP.
|
|
| |
The kiosk computers have been factory loaded with the Vista Operating System. NEC's Microsoft OEM licensing agreement restricts it to install the Vista OS on newly manufactured computers.
|
|
Q51.
|
Can we use our existing ISP rather than the NEC option to apply to the kiosk services?
|
|
| |
You can use your existing ISP provided your service supports the following BFS requirements.
1. Speed is 1.5Mbps
2. You service can provide 2GB per month download to the BFS kiosk.
3. You service has a firewall.
4. You can support some form of content filtering.
NEC will provide a rebate of $30/month to approved applicants who can verify support for the above conditions, have and Australian Business Number and provide their organisation's EFT banking details for electronic payment transactions.
|
|
Q52.
|
Should we return the gifted equipment such as hardware and furniture after the project completion date?
|
|
| |
No. The gifted equipment and furniture will belong to the hosting organisation when the contract expires. Refer to the "Kiosk Starter Kit" document available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q53.
|
How many hours per week should we provide the Kiosk services?
|
|
| |
It is preferable that a minimum of 20 hours a week be made available for Kiosk operation. Suggested hours of operation are 4 hours per day between 10am to 4pm, Monday to Friday.
|
|
Q54.
|
Who will be responsible for the installation of furniture and equipment at the Kiosk site?
|
|
| |
The Kiosk hosting organisation is responsible for the installation of furniture and equipment at the kiosk site.
|
|
Q55.
|
We have no experience in training the volunteer tutors to assist senior users. Who will provide training support to us?
|
|
| |
Australian Seniors Computer Club Association (ASCCA) has written a user-friendly training manual titled 'Introduction to Computers and the Internet Parts 1 & 2 Tutors' Manual'. This and a 'Volunteer Tutors Fact Sheet' is available for download from the Broadband for Seniors www.necseniors.net.au website.
Also, Adult Learning Australia will be developing strategies to support the training of volunteers.
|
|
Q56.
|
If the gifted furniture is broken, who will provide service support?
|
|
| |
NEC will arrange repair or replacement of furniture as per warranty explained in the Kiosk Starters Kit document.
The "Kiosk Starter Kit" document is available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q57.
|
If the gifted PCs and Modems have technical issues, who is responsible for providing support?
|
|
| |
NEC will arrange repair or replacement of PCs and modem as per warranty explained in the Kiosk Starters Kit document.
NEC will provide technical support as documented in the Kiosk Starters Kit.
The "Kiosk Starter Kit" document is available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q58.
|
Who is responsible for providing support to the Kiosk system issues?
|
|
| |
Refer to the Kiosk Starters Kit for level 1, 2 and 3 responsibilities.
The "Kiosk Starter Kit" document is available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q59.
|
According to our survey, there may be many Senior members wishing to access the Kiosk at the same time (in peak hours). Are we able to apply for more than two computers?
|
|
| |
At this time, No.
However, this may be reviewed by FaHCSIA and NEC if the kiosk take up rate is lower than expected.
|
|
Q60.
|
Will the kiosks provide printers and scanners?
|
|
| |
No, printers and scanners are not be provided under the Broadband for Seniors project.
|
|
Q61.
|
If we terminate the Kiosk services before the contract, should we return the gifted equipment and compensate for NEC Australia?
|
|
| |
The gifted equipment shall be returned to NEC.
|
|
Q62.
|
Should we store the information of the seniors who have accessed the Kiosk service in our site?
|
|
| |
Personal information of seniors cannot be stored by Kiosk Hosts.
It is not necessary for the Kiosk Hosts to collect or store information on kiosk access by seniors. NEC will be enabling a pop-up questionnaire to collect usage data from seniors.
Refer to the "Kiosk Starter Kit" document available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q63.
|
Can users still access the Kiosk services if the 'free' Internet quota expires? (the Internet download size per month for each Kiosk terminal is shown as 1GB)?
|
|
| |
Yes.
Although the download speed may be reduced to 64kbps when the download limit of 2GB per month has been exceeded.
|
|
Q64.
|
Should the seniors register as a member of our club/organisation before they use the Kiosk service?
|
|
| |
This is for the Kiosk Host organisation to decide.
|
|
Q65.
|
Does the Kiosk equipment and furniture have to be located in the same space? We plan to separate the Kiosk service to two different rooms due to insufficient space.
|
|
| |
No. However, if the computers and the wireless modem are separated, you must ensure that the computers are located within good signal range of the modem.
Refer to the "BFS Kiosk Installation Manual" document available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q66.
|
Who will be responsible for the insurance of equipment (Furniture and computer)?
|
|
| |
The hosting organisation is responsible for the insurance cover of the equipment.
|
|
Q67.
|
What constitutes 'secure'?
|
|
| |
If a club has already made a decision about what constitutes a secure site for its own equipment to prevent theft, then this should also apply to the kiosk equipment. For newly established kiosks we ask the host to consider an appropriate level of security for the circumstance to reduce the opportunity of theft or vandalism.
Also, refer to the "BFS Kiosk Installation Manual" document available for download from the Broadband for Seniors www.necseniors.net.au website which shows the provided security cable with each computer.
|
|
Q68.
|
What is 'supervised'? Will someone have to be at kiosks during the hours they are available to the public or just close enough to probably know if the computers are being used and everything is OK or not?
|
|
| |
It is expected that the Kiosk Host will have a supervisor on site during kiosk opening hours to support seniors wanting to book kiosk access and training times, provide basic kiosk help and information, answer questions raised by seniors, and report problems to the helpline.
|
|
Q69.
|
Would a police check be necessary for all volunteer trainers if they themselves are seniors?
|
|
| |
Tutors and other volunteers who are working with or are in contact with Vulnerable Persons
need to be appropriately screened for that purpose so they meet the standard State and
Territory requirements. This is a legal and contractual requirement by the Australian
Government for deploying Broadband for Seniors Kiosk sites. As a minimum, the kiosk supervisor who oversights the volunteer tutors will require a police check.
NEC is investigating a simplified police check process.
Refer to the "Kiosk Starter Kit" document available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q70.
|
What constitutes training? At first I expected it to be mostly just answering questions posed by those using the computers. Now it looks as though it might be more formal than that. Are there specific sets of knowledge or skills expected to be acquired?
|
|
| |
Two courses are intended to be delivered by volunteer tutors. The volunteer tutors will receive training notes on areas to be covered. The student will receive a set of student notes.
Please refer to the "Volunteer Tutors Fact Sheet" and the "Introduction to Computers and the Internet Parts 1 & 2 Tutors manual" that are available from the Broadband for Seniors website at www.necseniors.net.au
|
|
Q71.
|
Is 3 metres by 4 metres mandatory?
|
|
| |
This is a OH&S advised specification is based on the provision by NEC of a two desk kiosk with the desks installed side by side. Refer to front cover photo on the 'Kiosk Installation Manual" available from the Broadband for Seniors website at www.necseniors.net.au. It is to enable wheelchair access to the kiosk and is indicative.
The mandatory criterion is that the BFS kiosk should be accessible to disabled seniors.
|
|
Q72.
|
Must we use the Broadband ISP chosen by NEC or are we allowed to use our existing provider?
If another ISP is used, are we responsible for the fees or is NEC?
|
|
| |
You can use your existing ISP provided your service supports the following BFS requirements.
1. Speed is 1.5Mbps
2. You service can provide 2GB per month download to the BFS kiosk.
3. You service has a firewall.
4. You can support some form of content filtering.
NEC will provide a rebate of $30/month to approved applicants who can verify support for the above conditions, have and Australian Business Number and provide their organisation's EFT banking details for electronic payment transactions.
|
|
Q73.
|
Will those people using the kiosk have access to their own email? If so, how will this work?
|
|
| |
Web based email accounts using Google's Gmail service will be offered to seniors. The BFS training course explains the process to sign up with Google's Gmail. This allows new students to access their mail from anywhere.
Refer to the "Your Resource Kit" booklet available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q74.
|
NEC's information said 25 hours per week, the agreement says 20. Which is it? Also since we are a training organisation we tend to wind things down during school holidays particularly during Christmas and January. Is the kiosk expected to still be open then?
|
|
| |
The hosting agreement time of 20 hours minimum per week is the correct figure.
It is preferred that Kiosk opening hours comply with the agreement but it is recognised that times will vary in conjunction with the opening hours of the Kiosk hosting organisation.
|
|
Q75.
|
What will be our obligations to equipment and service providers after 3 years?
|
|
| |
The equipment is gifted to the hosting organisation and becomes its property from the end of June 2011. Currently, it is expected that at the end of the project period (30 June 2011) the broadband service will be turned off. Hosting organisations using NEC's broadband service may elect to continue the broadband service and switch to another ISP at their own cost.
|
|
Q76.
|
Will OS and virus software upgrades be done during the 3 year term?
|
|
| |
NEC will remotely manage OS and virus upgrades to kiosks connected to its NEXTEP BFS service.
|
|
Q77.
|
What is the current cost of a service call or maintenance contract as it
will probably be 40% more in 4 years?
|
|
| |
All BFS equipment is covered under project warranty for the duration of the project period (refer Kiosk Starters Kit). NEC will pay for faulty equipment pickup and return freight costs.
However, a service call charge will be incurred if a technician (Telstra or private) is required to be sent to the site and he finds the fault is originating in the hosting organisation's equipment. Equipment in this case could be a device (alarm system, fax machine, extended wiring, etc) or patch panel that is connected between the Telstra incoming phone line point to building and the kiosk phone point. Typical cost is $220 metro site visit, $420 rural site visit, quote for remote site visit.
Refer to the "Kiosk Starter Kit" document available for download from the Broadband for Seniors www.necseniors.net.au website.
|
|
Q78.
|
I do not think NEXTEP is active within this area, will they have a remote, slower connect point?
|
|
| |
Our BFS project broadband provider (NEXTEP) is using the Telstra wholesale broadband service to provide BFS broadband services.
|
|
Q79.
|
Can the equipment be used by kiosk host staff if it is not being used by senior Australians?
|
|
| |
Yes.
|
|
Q80.
|
Can we download other software (like Freeware and Shareware) for use on the kiosk computers?
|
|
| |
Yes. However, downloaded applications can only be installed and used by the Kiosk Host account. These will not be available to the BFS User account.
Please note, Kiosk Hosts should take care to avoid loading infected software containing viruses and malware to the hard drive.
|
|
Q81.
|
What software will be provided as part of the Kiosk setup (applications, anti-virus, etc)?
|
|
| |
- Vista Operating System
- Sun Open Office Suite (freeware)
- Avira anti-virus (freeware)
|