Hi David (& others)


I think your proposed model sounds pretty good! My comments are more in
the line of 'tweaks':

-- the telephone support you describe for a brand-new computer user
sounds thorough, friendly, & realistic. The system may need a bit of
adaptation to work well in a rural environment (perhaps just by adding a
toll-free number which could be rotated among volunteers). We may also
have to work harder to promote the service since there is less
likelihood of the availability of a standard, one-to-two year
inexpensive lease arrangement (such as you describe).

-- the telephone-mediated 'walk through' to get the new user up &
running would be very challenging. I know, because I do this kind of
work on a regular basis (as part of my paid position & as a volunteer).
Of course, it becomes more & more challenging as the literacy level,
spoken/understood English level, & comfort level with technology
decreases. One of the main contributing factors to the difficulty is
that (it seems) everybody has such wildly differing configurations! In
my community, at least, some new users will have IBM-type clones, some
will have Macs, & many will have acquired older, recycled computers.
Operating systems will differ. Setting up a dial-up connection can be
highly variable (depending on ISP) while setting up a broadband
connection can be more straightforward. Wireless connection can be easy
or complicated depending on all of the above factors.

How could this be addressed? As the volunteer base grows, helpers could
specialize... A 'specialist' could be called, for example, if a Mac
needs to be set up or if the second-hand computer has already been badly
infected with viruses.

-- Software setups also vary an awful lot. I like your idea of starting
with one application (e.g. a CD-ROM or DVD learning guide), leading to
working on specific tasks (e.g. starting an online module about Open
Office). However, most learners will probably use Internet Explorer to
start using the internet & they will almost immediately be infected with
some scumware or malware bug. Similar problems arise if the learner uses
a well-known email client (e.g. Outlook).

What can be done about this? I'd like to see (at least) one other
commonality added to the plan. Ideally, some kind of highly customized
'Live CD' (e.g. Ubuntu Live - http://www.ubuntulinux.org/) could be
produced. All the learner would have to do is to start up the computer
with the CD or DVD & everything -- the operating system, the office
program, the internet browser, the email client -- would be right there
& running. If something went wrong (e.g. virus infection), the learner
could just pop in the CD & start over, fresh.

Holly mentions Moodle & I think that could also be a good start: I've
used Moodle with VERY new users & have found it to be a friendly,
easy-to-use, hard-to-get-lost learning environment. For those who are
unfamiliar: Moodle is an online learning environment that includes chat,
instant messaging, a discussion board, & a way to connect learners with
documents & outside websites -- all contained within the learning
environment. Best of all from my perspective, when a learner has
problems, I can go in as instructor/administrator & I can easily check
the logs to see exactly what the learner tried or did when the problem
occurred. It sure makes it easier to troubleshoot issues when we are
(literally) all on the same page!

Another possibility would be an easy-to-use desktop sharing application
(e.g. Shinkuro http://www.shinkuro.com/products.php). This would enable
me, as the volunteer or instructor, to see exactly what the learner sees
when something goes wrong. Shinkuro also includes some very nice, super
easy-to-use chat/messaging tools.

The whole thing is about building a sense of community online. Once the
learner is comfortable & feels connected, the technology 'disappears' &
it becomes just people talking to people. I don't think it is ever a
matter of 'technology doing it all'!

Gina