ETSI TS 102 577 V1.1.1 (2008-09)

Human Factors (HF); Public Internet Access Points (PIAPs)

DTS/HF-00075

General Information

• Status: Published
• Publication Date: 04-Sep-2008
• Technical Committee: HF - Human Factors
• Current Stage: 12 - Completion
• Due Date: 24-Jul-2008
• Completion Date: 05-Sep-2008

Standards Content (Sample)

Technical Specification
Human Factors (HF);
Public Internet Access Points (PIAPs)

2 ETSI TS 102 577 V1.1.1 (2008-09)

Reference
DTS/HF-00075
Keywords
access, ICT, user, public, terminal, service
design for all, interface
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3 ETSI TS 102 577 V1.1.1 (2008-09)
Contents
Foreword.8
Introduction .8
1 Scope.10
2 References.10
2.1 Normative references.10
2.2 Informative references.11
3 Definitions, symbols and abbreviations .13
3.1 Definitions.13
3.2 Symbols.14
3.3 Abbreviations.14
4 What is a PIAP? .15
4.1 Various types of PIAP.15
4.1.1 Introduction.15
4.1.2 PIAP assistants.15
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 Access to the eSociety.20
5.1 Policy.20
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 culture.22
5.6 Areas where guidance is required.23
6 Sustainability model.23
6.1 Introduction.23
6.2 Location of the PIAP.25
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 sources.27
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 other 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.32
8.2.1 Current situation.32
8.2.2 Future situation.33
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4 ETSI TS 102 577 V1.1.1 (2008-09)
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 area.35
8.4.1 Current situation.35
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 premises.36
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 disabilities.38
9.3.2 Location related 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
10 Hardware and accessories.44
10.1 Introduction.44
10.2 Computer.44
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 Audio.50
10.11 Assistive devices.51
11 Software.51
11.1 Range of applications .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 session time and timeouts.54
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 Messages (including warning messages).56
12 User registering and payment.56
12.1 User registration.56
12.2 Payment.57
12.3 Ticket.58
12.4 Smartcard.58
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5 ETSI TS 102 577 V1.1.1 (2008-09)
12.5 Payment methods.58
12.5.1 Payment machines.59
12.5.2 Individual payment machines.60
12.5.3 SMS.60
12.5.4 Local communication with a user's device .60
13 User identification and security.61
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 identification.63
13.2.3.1 Logging on to wireless networks .63
13.2.3.2 General recommendations.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 Advantages.67
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 to 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 management.70
13.4.1 Templates.70
13.4.2 Privacy levels.71
13.5 Privacy policies.71
13.6 Privacy regulations.72
13.7 Specific security issues for public hotspots.72
14 Language and cultural issues.73
14.1 General issues.73
14.2 PIAP keyboard layouts.74
14.3 User profiles.76
14.4 Inferred language and cultural 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 preferences for the next user.77
15.1.3 Current situation.78
15.1.4 Ideal situation: the user profile approach.78
15.2 Categories of settings and preferences .78
15.3 Ways of storing user's preferences .79
15.3.1 Smartcards.79
15.3.2 Cookies.79
15.3.3 Personal Style Sheets.80
15.4 User profiles.81
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
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6 ETSI TS 102 577 V1.1.1 (2008-09)
15.4.4.3 Examples of rules.83
15.4.4.4 Rule exceptions.83
15.4.5 Address book .84
16 Guidance.84
16.1 Guidance principles.84
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 guidance.86
16.6 Sources of help on authoring guidance material.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/monitored.89
18 The benefits of PIAP terminal enhancements .90
19 Need for further guidance and standards.92
19.1 Keyboard issues.92
19.2 PIAP specific guidance and standards.92
Annex A (normative): Collective table of recommendations .93
A.1 PIAP premises.93
A.1.1 Names and symbols.93
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 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 Computer.96
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 Printer.98
A.2.7 Camera.99
A.2.8 Buttons and switches .99
A.2.9 Audio.99
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 recommendations 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 registering and payment.102
A.4.1 Payment.102
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7 ETSI TS 102 577 V1.1.1 (2008-09)
A.4.2 Payment machines.103
A.5 User identification and security.103
A.5.1 Access control.103
A.5.1.1 Anonymity and identification .103
A.5.1.2 Username / password identification.104
A.5.1.3 Biometric identification.104
A.5.2 Access to user's 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 data.105
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 Privacy policies.106
A.5.5 Privacy regulations.106
A.5.6 Specific security issues for public hotspots.107
A.6 Language and cultural issues.107
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 preferences.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 assistants .110
A.8.2 Guidance from printed documentation.110
A.8.3 Choice of methods to present guidance.110
A.9 Maintenance.111
Annex B (informative): Recommendations classified by specific user needs.112
History .113

ETSI
8 ETSI TS 102 577 V1.1.1 (2008-09)
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