Different community networks use various combinations of different methods. One way is to hold workshops for the public and/or for volunteers. If your CN is affiliated or has ties to libraries or universities, you may be able to use a computer lab at one of their locations for such a workshop. Dr. Andrew Michael Cohill, the director of the Blacksburg Electronic Village for Virginia Tech, stresses the need to “show, don’t tell” when introducing new users to the Internet. “Any successful community network project has to have a place to take people where they can use the network themselves to see for themselves what all the talk is about.”
The Three Rivers FreeNet, in Pittsburgh, Pennsylvania, holds classes on FreeNet accounts, introductory HTML, and Web Development.
LibertyNet, in Philadelphia, offers a variety of classes as well. In addition to e-mail, HTML, and Web classes, they offer classes on such topics as Web Graphics, Increasing Traffic to Your Site, and Fundraising on the Web.
The Kellogg/ALOT Community
Networking Initiative, in Flint, Michigan, has learned that training
programs work well when they can be taught in a number of sessions that
provide in-depth knowledge and experience. Having a multi-session
training program can be especially helpful when training your volunteers,
who may in turn need to train others. The Flint
Initiative found that using volunteers to teach public workshops helped
them “offer more classes and reach more people than they could have dreamed
of otherwise.”
Another common method is to store helpful information on your site
in the form of guides and tutorials. The Chebucto
Community Net, in Halifax, Nova Scotia, has extensive online user guides
as well as online Internet Tutorials. The
National Capital Freenet, in Ottowa, has informational brochures that
are available online and can also be printed and distributed. FAQs
(Frequently Asked Questions), like the one you are reading right now, are
also a great online resource for users.
Some training methods might take more resources than others do. If your CN has people who can be available online during your heavy traffic hours, then an online help desk may be an option for you. One way to do this would be to have an e-mail list of online “helpers” who will respond quickly to e-mail requests for help. The Eugene Free Community Network offers an “ask a nerd” service; volunteers register as “nerds” to be available when they are online to users who need help. A user can call up a list of who is on currently, and “nerds” have a special icon next to their page. Another possible solution ould be to have a chat room for people to talk with each other and with volunteers about their needs and/or problems in terms of learning how to use the CN.
CONNECTOR