Potential Customer Questions

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INTRODUCTION

How do I get on the internet?: Click on English or French.
I always use Netscape browser and am not familiar with Microsoft Explorer browser. How can I find some help in using this browser?: The two browsers are quite similar. For more details on Explorer press F1 key while in the browser.
I don't want to have to retype my URLS. Where can I find my History?: You can access the history for the day via the "ť" button. Or you can use the back and forward buttons to find the URL you were at.
A previous customer disabled the status bar and a new customer comes along. He says to you: "I like to see where I am going before I go there. Where is the Status Bar?": The toggle to turn the Status Bar on or off can be found in "ť" button (View/Status).
Why can't I save this website to My Favorites?: There is no Favorite or Bookmark features with this modified browser. You can, however, save Favorites in Yahoo account.
Why is everything in french (or english)?: The left side half of the splash page triggers english while the right side half triggers french.
Why did I get disconnected?: The disconnection is automatic after a set period of time. If you click Refresh you will be reconnected.
How come the computer will not connect to the Internet?: This happens periodically and we do not understand why. Follow the troubleshooting steps at the end of this document. As a last resort, call the Helpline. Clerks should keep records of all helpline calls.

CLAVISTE KEYBOARD

Why is this keyboard so different?: A bilingual keyboard makes it easier for travellers from other countries, and people who do not write in english. Even though the marking on some keys are different, there are some keys that are still in the same place (Delete, Insert, Home, End, PageUp and PageDn). Some common keys such as the "?" and "/" are in a different location.
The customer tries to type the "greater than" sign in Yahoo email on this Claviste keyboard by using the double UP-arrow key, and loses his email window and wants to know why the email composition window was lost.: In some programs, such as Yahoo, the double Up-Arrow key acts as a shorcut as a "back" to go back a screen. To return to the screen you were in, click on the "forward" icon on the toolbar.
How can I access the "<" or ">" characters in Yahoo?: By using character coding. Hold down Alt key and type 60 or 62.
Do shortcuts (used in combination with the Ctrl key) for copy, paste, find, history, search, or print work on this computer?: Some do. Try it out. An excellent shortcut to know for the CAP computer, is Ctrl+W which you can use to quickly close down an undesirable website, especially if it does not have any way to close it. For more information on combination keys, press F1 and do a search on shortcuts.

RESTRICTIONS OF THE COMPUTER

Why can't I customize the links or separators on the standard toolbar? Why can't I add to the Quick Launch toolbar on the Taskbar?: The computer's setup will not allow modifications to the toolbars or the taskbar.
How come it shows that I can move the separators on the standard toolbars, but will not do it?: The computer's setup will not allow modifications to the toolbars or the taskbar.
Why can't I use my diskette? Why can't I save to the hard drive? Why can't I play my CD?: There is no access to the hard drive, to the CD drive, nor to the floppy drive. This eliminates tampering with the computer setup and prevents virus infections. See the access to HD via "ť" button on the standard toolbar. (Go to View / Explorer Bar / Folders.)
Customer clicks on "ť" button/Tools/Internet in his attempts to change the browser's internet options. He wants to know why the computer tells him "operations cancelled due to restrictions in effect on this computer"?: Built-in restrictions prevent changes to the computer setup.
A customer had his browser slightly minimized but enough that the CAP splash page could be seen. An unintentional click on the top solid (non-moving) part of the splash page made everything disappear leaving the customer only with the splash page. He askes "Why did my browser disappear?": Clicking on the splash page is a quick exit. If the customer clicks on the moving section of the splash page, a new browser will start up.
Why is the Autocomplete not working? It was working a few minutes ago.: Once you logout, or do a quick exit by clicking on the splash page, the list in the URL address box is cleared. You can access the history through the "ť" button.
Customer had an RTF attachment which brought up a Word Processor program that made the file editable. The customer modifies the letter and saves the file, and closes the word processor. Later he comes back and wants to get the file. He asks you where it is.: We THINK the file was saved to the computer's hard drive, but since we cannot access the HD, we cannot find it. (Perhaps the Word Processor went through the motions of saving and did not admit to its failure to do so). Regardless, the saved file is not accessible and therefore lost.

SECURITY

Why is the CPU locked?: There is no access to the hard drive, to the CD drive, nor to the floppy drive, so there is no reason to access the CPU. The money collected for printing fees is dropped in there as well.
Will other people see where I have been? Is there a log-out? Does it clear my history?: There is a LogOut icon, and it will erase some of your details. However, the history is not cleared, and it can be viewed for at the most, 24 hours.
How can I prevent other people from seeing where I have been?: You cannot. It is the risk you take when using public computers.

HANDICAP FEATURES

I have trouble seeing the text. How can I make the font bigger?: The font sizes can be modified via the "ť" button on the browser under View/Text Size. However, the text size modification will not show on ALL websites. Another option is to click on Start, then on Magnifier.
How do I shut off the magnifier?: Click on the "Magnifier" button on the Taskbar, then click on the upper right corner X of that window.

DIFFERENCE FROM REGULAR COMPUTERS

Why isn't there a link for Hotmail or Yahoo on the toolbar?: This browser has been modified for Canada Post customers. The Corporation installed which links they thought would be most beneficial to our customers.
Where is the clock on the computer?: There is no clock visible on this computer.

LISTENING

Can I listen to a radio report on here? Are those headphone sanitized?: Yes, the computer is loaded with both Media Player and Real Player. The use of the headphones is at your own risk. You can use your own headphones.
What is the difference between Real Player and Media Player?: Everyone has different personal preferences. We offer two different software to choose from.
Why is there no sound with the Media Player?: Check the volume control on both software and on the headphones.

CONTENT ADVISOR

Why can't I get into the Netscape website?: For some reason unknown to us, Content Advisor is not allowing this computer into that website. You should be able to access Netscape on your home computer or at non-CPC CAP computers such as the ones at the library.
My 9 year old loves computers. Can he use the computer while I mail my parcels?: It might be a good idea for you to stay at the computer with the child. The Content Advisor works only on rated sites and your child could end up viewing a bad website. Make sure parent knows Ctrl+W shortcut to shut such windows immediately.

PRINTING

Can I use the printer? Does it print in color?: The printing fee is 25˘ per page. The computer is not set up to use the color cartridge.
Why isn't the printer working?: Check if the printer is on. Make sure there is paper and that the tray is pushed in properly. See if all the wires are connected. If all seems to be okay, call the HelpLine.
Why is the printer spitting out blank pages?: The printer is out of ink. Replace the B&W cartridge. The printer still works with empty cartridges. We will not be replacing the color cartridges.
Why is my printout sideways?: The printer is set up for landscape printing. It can be changed to portrait. The printer seems to stay on the last setting, even if the computer reboots.
Why is my printout in green?: It is a technical problem with some printers, which we hope to have fixed soon.

PLUGINS

Why can't I download a plug-in? I want to use Yahoo Messenger.: The restrictions of this computer will not allow any downloads.
Why doesn't Quickview Plus have a toolbar?: It has been modified. Quickview is there to help you view files. You cannot edit these files.

EMAILING

Can I access my email?: If you have the domain information or URL, your username and your password, you can access your email. Try out http://www.mail2web.com but stress the point that you do not know the level of integrity and security of this website when posting passwords to this website. It could be risky.
How do I sign up for an email account?: Suggest Yahoo, Hotmail, or Epost.
The computer is locked up, says that it is "low on virtual memory" and I cannot do anything with it. I have not saved or sent the email that I have been writing for the last 10 minutes. Can I get back to it?: Probably not. Wait and see if the computer fixes itself. If not, we will have to reboot the computer but your email will be lost. This can happen on any computer.
Why can't I email from a website email link?: The browser's email feature is not configured to do email. You must use a webbased email program such as Yahoo or Hotmail to email from this computer. Note the email address in the status bar when you pass your mouse over the email contact (link on the website that you want to email to).

EPOST

Can I pay my bills here? How can I do that?: Not at most post offices. Recommend Epost.
What is Epost?: This is a highly secured service where you can pay bills, and send and receive emails.
In Epost, why can't I send or receive email to or from Yahoo or Hotmail?: This email service is restricted within Epost, so you can only exchange emails with people who have Epost accounts.

ATTACHMENTS

A TIF attachment downloads. If you cannot download to this computer, why did this attachment download?: Some attachments will download to a temporary cache, which is erased at the end of the session (I hope).
The customer attempts to view an attachment that was made with Printmaster program. The computer will not let him view the attachment and he asks you "Why can't I view this attachment?": This computer has both Acrobat Reader and QuickView Plus which can read most files. However, they cannot read all files. You will need to use a computer that has the software which made this particular file.
The customer gets a PDF file attachment to his email and hasn't got a clue what to do with it. Can you explain what the PDF file is and how to view and print it?: We would not be teaching this to the customers, but I think it should be explained to the retail participants. This is now the way CPC is sending the retail billing statements via attachments to the emails in the ROSS systems. So retail clerks who pick up the emails should be familiar with this new event, if they aren't already. Click on the PDF link (on emails, it could be a paper clip). Acrobat Reader should open up and from there, you can view and print it.

SEARCHING

Why does this search icon take me to MSN search? I prefer Google or Webcrawler.: This browser is set to the MSN search engine and cannot be changed. Type google or webcrawler in the URL to access the search engine you want.
Do you know where I would send this letter to the consulate for France?: Type "canadian consulate for France" in the URL. There should be a contact address posted.
How do I look up a Government form and print it off?: A good site for forms is www.hrdc-drhc.gc.ca. Otherwise, go the government website. Use a search engine if necessary. Click on the print icon to print.
I used to live here many years ago, but when I went to my bank, it's now a 7-11. Do you know where my money went to?: Take a look at http://www.bankofcanada.ca for unclaimed balances.
The customer is new to computers and unsure of himself. He asks if you can help him find something on the internet.: Encourage the customer to buy the website directory that retail is selling for $4.95. This kiosk issimply a tool of convenience for customers. If you have time to spare, help the customer use the search engine.
I lost my wallet and don't even know where to start to re-apply for everything . Do you have any suggestions?: Best place to go would be http://www.canadians-canadiens.gc.ca/wallet/wallet_e.html
Do you know the way to San Jose? Banff, Alberta? Comox, BC?: Check out http://www.mapblast.com Be careful with this one -- use dotCOM!! (dotCA is a porno site!)
I have this letter for my aunt, but don't know her address. Can you help me?: Go to http://www.yellowpages.ca
I have over 30,000 sites on my search. How can I narrow my search to less sites?: Use the advanced search link.
I cannot find what I am looking for. How come?: Suggest using a different search engine.

CANADA POST WEBSITE

How do I find Householder map on the CPC site?: Go to Business, click on the arrow at "Shortcuts to..." and select Householders from the list. Then click on Consumer's choice. The restrictions on this computer causes very long waits for the Householder maps, it is much faster on a regular computer.
I need some admail information. Can you help me?: Click on Canada Post icon, then on Business, then click on the arrow at "Shortcuts to..." and select from the list.
Customer types in 51331 Range Road 271 in the address input box while trying to find the postal code for this address in Spruce Grove, Alberta. The computer sends an error message and the customer wants to know why.: Each input box has a different criteria. House numbers cannot be typed into the street input box. In THIS case, "Range Road 271" is the FULL NAME of the street --the "ROAD" part is NOT a street type.
Where are your coins on this website?: The coins are not a product manufactured by Canada Post. We buy the coins from the Royal Canadian Mint. Go to http://www.mint.ca to see these coins.

MISCELLANEOUS

How can I copy a piece of this document? I do not want to print the whole website.: Go to Start and open up another Internet Explorer browser, enabling the multitasking. Access your email service, then copy and paste to a new letter, then print that email out.
A customer does not have a computer at home and lives next door to the post office. She wants to use this computer on a regular basis, but does not want to have to type in the same URLs over and over again. She askes you "Is there anyway I can set up some bookmarks?": By signing up for an account with Yahoo, she can create a Favorites list there.
Can I access Yahoo Japan in japanese?: You can access the website but this computer (and keyboard) does not support all languages, so you will see mostly the codes and not the japanese writing on the website. Demonstrate Hotmail via "Language" link (left column of http://www.hotmail.com) and Yahoo via "Local Yahoo" links (at bottom of http://www.yahoo.com)

IMPORTANT:

Shut off only the monitor and not the CPU.
Never use the CAP CD! The CD has serious errors that can render the computer completely uselss. Only a qualified technician can use the CD.
Have a sign near the kiosk, that the CAP computer hours are from 8:30 to 4:30, to prevent customer usage at closing time. Remind any customer on the computer at 4:30, inform customers waiting in line to use it, and shut off monitor at 4:45.
Troubleshoot when computer will not connect to internet:
1. use the Shift-Alt-F4 shutdown
2. power off and on
3. pull the plug and replug (in case the CPU power switch is faulty)
4. check that all wires are connected
5. call helpline
Use the HelpLine as a last resort. Keep a log of all HelpLine calls.