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Some potentially worthless
observations:
Older users tend to think of computers like the
other appliances they're familar with: phones, fridges, record players, TVs,
etc. Each box does one thing, and it should pretty much happen as soon as you
turn it on. There may be some moderate configuration needs, but these can be
learned as long as they don't change or look unfamiliar somehow (my advice
would be to watch Grandma and actually see how she interacts with a phone, a TV
remote and a car, probably her three most complex bits of engineering
encountered to date).
To this end, I would try and map a list of the
tasks she wants to accomplish (send/rec. email, go to a web address, print
things, launch a local app, etc.), and then configure the machine to permit only
the traffic and access necessary to accomplish them. Introduce as few variables
as possible, and minimize the warnings and GUI clutter associated with using the
system. If something doesn't work, it can be logged so -you- can fix it later,
but it shouldn't ever present Grandma with technology decisions. It should just
break, and maybe tell her to call you. That's it.
Many (most?) of the problems I fix doing
end-user support come when the user is presented with the option to do something
risky or harmful, and they make an ignorant choice. Minimize these opportunities
and Grandma will stay out of trouble, and grow more confident with the system
over time. At that point, you can start introducing more sophisticated options
if she needs them for some reason.
I note that you mention no new hardware; is
software OK? WinME is a trainwreck for security. Something with a fighting
chance like 2KPro or XPHome might be better, and is certainly easier to manage
and secure. You might upgrade her.
The tradeoff for making the security "invisible"
and the user experience simpler is that you'll need to be more involved with
support, esp. in the long term. I agree that simply expecting her to learn to
use the system "properly" is a "technology priesthood" reaction, and not a
solution by any means. Better to put in hand rails than to teach Grandma to
skateboard.
Good luck!
R.
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