1、 ETSI TS 102 577 V1.1.1 (2008-09)Technical Specification Human Factors (HF); Public Internet Access Points (PIAPs)ETSI ETSI TS 102 577 V1.1.1 (2008-09) 2 Reference DTS/HF-00075 Keywords access, ICT, user, public, terminal, service design for all, interface ETSI 650 Route des Lucioles F-06921 Sophia
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6、iction extend to reproduction in all media. European Telecommunications Standards Institute 2008. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered
7、 for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI TS 102 577 V1.1.1 (2008-09) 3 Contents Foreword.8 Introduction 8 1 Scope 10 2 References 10 2.1 Normative references .10 2.2 Informative references11 3 Definitions, symbols and abbreviations .13 3.1 Definitions13 3.2
8、Symbols14 3.3 Abbreviations .14 4 What is a PIAP? .15 4.1 Various types of PIAP15 4.1.1 Introduction.15 4.1.2 PIAP assistants15 4.1.3 Identification of users .16 4.2 Context of use.16 4.3 Purpose.17 4.3.1 Providing a local resource.17 4.3.2 Commercial PIAPs .19 4.4 User categories .19 4.5 Tasks 20 5
9、 Access to the eSociety20 5.1 Policy20 5.2 Design for All.21 5.3 Addressing the needs of socially excluded groups .22 5.4 Literacy - computer skills.22 5.5 Exclusion related to language and culture22 5.6 Areas where guidance is required.23 6 Sustainability model.23 6.1 Introduction 23 6.2 Location o
10、f the PIAP25 6.3 Combining PIAPs with leisure facilities 25 6.4 Combining PIAPs with services of social benefit 26 6.5 Offering enhanced PIAP capabilities .26 6.6 Funding sources27 7 Stakeholders .28 7.1 Users.28 7.1.1 Internet users who need to make use of PIAPs facilities 28 7.1.2 People with no o
11、ther means of access to the Internet .29 7.1.3 People with specific requirements 29 7.1.4 Targeted user segments.29 7.2 PIAP assistants .29 7.3 Hardware manufacturers 30 7.4 Software providers .30 7.5 PIAP operators .31 7.6 National policy makers.31 8 Scenarios 32 8.1 Introduction 32 8.2 Teleworking
12、 .32 8.2.1 Current situation .32 8.2.2 Future situation .33 ETSI ETSI TS 102 577 V1.1.1 (2008-09) 4 8.3 A masseur and stress coach with a visual impairment .33 8.3.1 Current situation .33 8.3.2 Future situation .34 8.4 Setup and use of a PIAP in a digitally deprived area35 8.4.1 Current situation .3
13、5 8.4.2 Future situation .35 8.5 Supporting tourists .36 8.5.1 Current situation .36 8.5.2 Future situation .36 9 PIAP premises36 9.1 Introduction 36 9.2 Finding a PIAP .37 9.2.1 Introduction.37 9.2.2 Names and symbols 38 9.3 PIAP accessibility.38 9.3.1 Range of disabilities38 9.3.2 Location related
14、 accessibility issues .39 9.3.3 Accessibility of the building where the PIAP is located.39 9.3.4 Accessibility of an individual workspace .41 9.3.5 Signage inside the PIAP .41 9.4 Public hotspots .42 9.5 Internet kiosks 42 9.6 PIAP assistants .43 9.6.1 Introduction.43 9.6.2 Competence and skills 43
15、10 Hardware and accessories 44 10.1 Introduction 44 10.2 Computer44 10.3 Screen.45 10.4 Keyboard 45 10.5 Pointing device.47 10.6 Connection of peripherals 48 10.7 Printer.49 10.8 Camera .50 10.9 Buttons and switches 50 10.10 Audio50 10.11 Assistive devices 51 11 Software .51 11.1 Range of applicatio
16、ns .51 11.2 General software recommendations .52 11.3 Web browser 52 11.4 Settings.52 11.5 Adaptability for people with disabilities 53 11.6 Time related issues .54 11.6.1 Limited time for using the PIAP.54 11.6.2 Timeouts of the PIAP and online services 54 11.6.3 Specific requirements related to se
17、ssion time and timeouts54 11.7 Software accessibility recommendations related to hardware devices .55 11.7.1 Keyboard 55 11.7.2 Pointing device .55 11.8 Software accessibility recommendations related to other aspects 55 11.8.1 Screen appearance.55 11.8.2 Sounds and Multimedia 56 11.8.3 Notification
18、Messages (including warning messages)56 12 User registering and payment.56 12.1 User registration .56 12.2 Payment57 12.3 Ticket58 12.4 Smartcard .58 ETSI ETSI TS 102 577 V1.1.1 (2008-09) 5 12.5 Payment methods .58 12.5.1 Payment machines 59 12.5.2 Individual payment machines .60 12.5.3 SMS 60 12.5.
19、4 Local communication with a users device .60 13 User identification and security61 13.1 Introduction 61 13.2 Access control .62 13.2.1 Introduction.62 13.2.2 Anonymity and identification .62 13.2.3 Username / password identification63 13.2.3.1 Logging on to wireless networks 63 13.2.3.2 General rec
20、ommendations.64 13.2.4 Biometric identification 65 13.2.4.1 Introduction.65 13.2.4.2 Biometric techniques.66 13.2.4.3 User acceptance.66 13.2.4.4 Advantages67 13.2.4.5 Disadvantages .67 13.2.4.6 Ways to improve the effectiveness of biometric techniques .68 13.2.5 Smartcard solutions.68 13.3 Access t
21、o users data.68 13.3.1 Stored information about customers .68 13.3.2 While using the terminal.69 13.3.2.1 Issues related to services .69 13.3.2.2 Preventing unauthorized access to typed, displayed or stored personal data 69 13.3.2.3 Key logger.69 13.3.3 Leaving the terminal .70 13.4 Privacy manageme
22、nt 70 13.4.1 Templates70 13.4.2 Privacy levels71 13.5 Privacy policies 71 13.6 Privacy regulations.72 13.7 Specific security issues for public hotspots72 14 Language and cultural issues73 14.1 General issues.73 14.2 PIAP keyboard layouts.74 14.3 User profiles .76 14.4 Inferred language and cultural
23、preferences 76 14.5 Independence of language and cultural preferences.76 14.6 Language and cultural capabilities of terminals and services.77 14.7 Further guidance on language and cultural issues 77 15 User preferences.77 15.1 Overview 77 15.1.1 User configurable settings 77 15.1.2 Avoiding unwanted
24、 preferences for the next user.77 15.1.3 Current situation .78 15.1.4 Ideal situation: the user profile approach78 15.2 Categories of settings and preferences .78 15.3 Ways of storing users preferences .79 15.3.1 Smartcards 79 15.3.2 Cookies .79 15.3.3 Personal Style Sheets80 15.4 User profiles .81
25、15.4.1 User profile support for user requirements .81 15.4.2 User profile support for system requirements.82 15.4.3 Default values and templates 82 15.4.4 Rules .83 15.4.4.1 The concept of a rule.83 15.4.4.2 Conditions and actions 83 ETSI ETSI TS 102 577 V1.1.1 (2008-09) 6 15.4.4.3 Examples of rules
26、83 15.4.4.4 Rule exceptions .83 15.4.5 Address book 84 16 Guidance.84 16.1 Guidance principles84 16.2 Guidance from PIAP assistants 84 16.3 Guidance from printed documentation.85 16.4 On-screen guidance 85 16.5 Choice of methods to present guidance86 16.6 Sources of help on authoring guidance materi
27、al.87 17 Maintenance .87 17.1 Motivation 87 17.2 Types of maintenance.88 17.2.1 Local maintenance 88 17.2.2 Remote maintenance.88 17.2.3 Mixed maintenance.89 17.3 Items to be maintained/monitored89 18 The benefits of PIAP terminal enhancements 90 19 Need for further guidance and standards92 19.1 Key
28、board issues92 19.2 PIAP specific guidance and standards92 Annex A (normative): Collective table of recommendations .93 A.1 PIAP premises93 A.1.1 Names and symbols93 A.1.2 PIAP accessibility.93 A.1.2.1 Location related accessibility issues .93 A.1.2.2 Accessibility of the building where the PIAP is
29、located.94 A.1.2.3 Accessibility of an individual workspace .95 A.1.2.4 Signage inside the PIAP .95 A.1.3 Public hotspots .96 A.1.4 PIAP assistants .96 A.2 Hardware and accessories 96 A.2.1 Computer96 A.2.2 Screen.97 A.2.3 Keyboard 97 A.2.4 Pointing device.98 A.2.5 Connection of peripherals 98 A.2.6
30、 Printer.98 A.2.7 Camera .99 A.2.8 Buttons and switches 99 A.2.9 Audio99 A.2.10 Assistive devices 99 A.3 Software .100 A.3.1 General software recommendations .100 A.3.2 Web browser 100 A.3.3 Time related issues .100 A.3.3.1 Limited time for using the PIAP.100 A.3.4 Software accessibility recommendat
31、ions related to hardware devices .101 A.3.4.1 Keyboard 101 A.3.4.2 Pointing device .101 A.3.5 Software accessibility recommendations related to other aspects 101 A.3.5.1 Screen appearance.101 A.3.5.2 Sounds and Multimedia 102 A.3.5.3 Notification Messages (including warning messages)102 A.4 User reg
32、istering and payment.102 A.4.1 Payment102 ETSI ETSI TS 102 577 V1.1.1 (2008-09) 7 A.4.2 Payment machines103 A.5 User identification and security103 A.5.1 Access control 103 A.5.1.1 Anonymity and identification .103 A.5.1.2 Username / password identification104 A.5.1.3 Biometric identification 104 A.
33、5.2 Access to users data.104 A.5.2.1 Stored information about customers .104 A.5.2.2 While using the terminal.105 A.5.2.2.1 Prevented unauthorized access to typed, displayed or stored personal data105 A.5.2.2.2 Key logger.105 A.5.2.3 Leaving the terminal .105 A.5.3 Privacy management 106 A.5.4 Priva
34、cy policies 106 A.5.5 Privacy regulations.106 A.5.6 Specific security issues for public hotspots107 A.6 Language and cultural issues107 A.6.1 General issues.107 A.6.2 PIAP keyboard layouts.107 A.6.3 Inferred language and cultural preferences 107 A.6.4 Independence of language and cultural preference
35、s.108 A.6.5 Language and cultural capabilities of terminals and services.108 A.7 User preferences.108 A.7.1 Cookies.108 A.7.2 User profiles .109 A.7.2.1 User profile support for user requirements .109 A.7.2.2 User profile support for system requirements.110 A.8 Guidance.110 A.8.1 Guidance from PIAP
36、assistants 110 A.8.2 Guidance from printed documentation.110 A.8.3 Choice of methods to present guidance110 A.9 Maintenance .111 Annex B (informative): Recommendations classified by specific user needs112 History 113 ETSI ETSI TS 102 577 V1.1.1 (2008-09) 8 Intellectual Property Rights IPRs essential
37、 or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially E
38、ssential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ET
39、SI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Specification (TS) has been produced by ETSI Technical Committee H
40、uman Factors (HF). Intended readers of the present document are: PIAP Operators; terminal manufacturers; assistive device manufacturers; service providers; software developers; regulatory authorities; standards developers. Introduction A Public Internet Access Point (PIAP) is a public venue where pe
41、ople can use computers with Internet access and other technologies that help them to collect information and to communicate with other people, at the same time as they develop and maintain digital skills. For economic, availability and cultural reasons, many people will not have access to their own
42、facilities for accessing e-Government, e-Learning, e-Health and e-Business services. For these people, and for any person currently remote from their own means of access, Public Internet Access Points (PIAPs) will be one of the few methods that allow people to make use of these, and other, services.
43、 A major motivation for public provision of PIAPs is the use of technology for social and community development, which reduces digital exclusion, creates contacts, promotes health related topics and creates economic opportunities. The ability of all users to make effective use of PIAPs will be one o
44、f the most important factors that determines how successful PIAPs will be in extending e-Inclusion to ensure that the highest number of users are able to use, and do make use of, ICT services. Whilst there is already widespread provision throughout Europe of PIAPs, most of them do not offer ease of
45、access to people who have disabilities and older users. The wide provision of PIAPs cannot be properly effective unless they are readily accessible to all people, including elderly and people who have disabilities. Studies on the usage and perception of PIAPs i.21, i.23 have identified their potenti
46、al usefulness. They have also identified some barriers to the use of PIAPs. Lack of awareness of the benefits of using the Internet to access services has been identified as one of the barriers. The means to address this problem lie outside the scope of standards and relate to initiatives such as in
47、creasing public awareness of the benefits of Internet use and studies to determine that the services being offered are relevant to the needs of the people using PIAPs. However, there are a number of areas, covered in the present document, where standards and guidelines may be the most effective way
48、of enhancing the usage and usefulness of PIAPs. One of these studies of PIAP usage and perception i.23 made a number of statements that clearly indicated that guidance, similar to that in the present document, is required. ETSI ETSI TS 102 577 V1.1.1 (2008-09) 9 Environment: - “Any future programme
49、should set out minimum requirements for the location and general environment of the (Public Internet) access point including issues of space, visibility and accessibility.“ - “The Executive should develop a good practice guide to provide hosts with advice on where to locate their (Public Internet) access points and how best to set it up.“ Support: - “The Executive should consider having a minimum requirement for some basic support for users.“ Getting started: - “The Executive should consider using software which provides a quicker and more straightf
