Computer Guts, ABCs and Basic Skills:
Organizing a Cross-Disability Computer Users Group
2001
by Nancy Conklin
The Center for Independence in Grand Junction, Colorado, developed a
computer users group in order to more effectively and efficiently address
the many phone calls for technical assistance they received from consumers.
Their successful program includes the following features:
- Adaptive equipment, including screen-reading software;
- Alternative formats, including handouts in Braille and other accessible
formats and instruction on keystrokes as well instruction on using a
mouse;
- Breaking skills down into small steps;
- Instructors who are proficient computer users familiar with adaptations;
and
- Peer support and a comfortable environment in which to learn.
Introduction and Background
Center for Independence (CFI) has provided assistive technology services
as well as vocational services for the past six years. Like many centers
for independent living (CILs) and other nonprofit organizations, we recycle
used computers, passing donated
computers from organizations or individuals to consumers. We found that
a majority of consumers receiving new or used computers, and those using
assistive technology or beginning vocational classes, needed basic computer
skills training. Many consumers have an intense desire to use the Internet
and e-mail and write documents with a word processor but do not have the
very basic skills needed to get started.
Community resources, such as the public library, workforce center and
the senior center, provided computer training that did not adequately
meet consumers' needs. These trainings cost more than consumers could
afford or were limited to seniors. Instructors were not familiar with
the needs of people with traumatic brain injury, low vision and other
disabilities. Sometimes community trainings for "beginners"
assumed participants already knew basic skills or were held in larger
groups where people felt uncomfortable asking questions or volunteering
information. Community presenters frequently relied on point-and-click
mouse techniques and had little idea how to use keystrokes or describe
in detail what was happening on the screen for people who couldn't see
it.
Description of Program
At Center for Independence (CFI), we frequently received requests for
tutoring and phone calls from consumers asking one or two relatively simple
questions, such as how to name and save a file, get the printer working
or edit text. Collectively these questions consumed considerable amounts
of staff time. We began a cross-disability users group to more efficiently
provide training to small groups of people rather than responding to each
request individually. The initial focus of the group was to address assistive
technology needs, but we found this topic area was too limited to attract
regular participants. After reading an article about a Macintosh computer
users group meeting in our area, staff expanded the focus of the group
to basic computer skills. We realized that computers themselves are assistive
technology, enabling communication and employment skills.
The concept of the computer users group is simple: a weekly meeting with
a brief, self-contained lesson followed by questions and discussion. We
target beginners: people who have not had the opportunity to use a computer
in the past in any systematic way. The CFI computer users group is built
on the principle that there is no dumb question except the one you don't
ask. We have found that some people who have used computers for a while
continue to attend the group to fill gaps in their knowledge base, learn
about new technology and provide peer support to others. After attending
the group for a few months, participants usually gain confidence and skills
enough to continue to learn skills through self-study, community training
and networking with others.
Usually, four to six participants attend each session. At a typical meeting,
a CFI staff person presents a topic or skill area for 20 to 30 minutes,
followed by questions and answers and a general sharing time. Participants
are encouraged to troubleshoot each other's problems rather than looking
to the staff person for answers every time. Several consumers have connected
and provide support to each other via telephone and e-mail.
Each week participants are solicited for topics for future sessions.
Occasionally a speaker from outside or a consumer will present on a topic.
Past sessions have covered these topics:
- Computer Guts 101 (passing around parts from the inside of the computer);
- Using the clipboard cut, copy and paste commands;
- Formatting documents;
- File management;
- Copying to and from diskettes;
- Maintenance (cleaning, scandisk, defrag, backup);
- Consumer topics (how to shop for a computer, Internet and e-mail fraud);
- Virus protection;
- The different kinds of mice and how to use them;
- Keyboard commands and shortcuts;
- E-mail and Internet skills; and
- Ergonomics.
We revisit some topics due to popular demand. We teach vocabulary terms
as we go along without getting too technical and use additional audio-
visual aids to help get key information across. Staff teach about the
hard drive, diskette drives and CD-ROM drive using different sized cardboard
storage boxes with the letters C, A and D on them and a hard drive, diskette
and CD-ROM attached. We teach concepts about the clipboard using an actual
clipboard and paper. The groups meet in the computer lab, and the lesson
is taught at a computer with a large screen monitor and screen reading
software. Staff describe what is happening on the screen and break each
skill down into small steps, giving mouse and keyboard directions for
each step. We provide large print handouts and Braille as needed.
Small group computer skills training does not completely replace individual
training. Staff provide occasional individual assistance to consumers
in their own home when needed, usually when consumers first obtain a computer.
We tailor the screen display, mouse movement and accessibility features
to the user, add desktop shortcuts for most frequently used programs and
demonstrate how to safely start up and shut down the computer. Since developing
the computer users group, we have found the need for additional individual
training has decreased considerably. We encourage people to begin attending
Computer Users Group prior to actually receiving a computer.
Over the years the program has evolved from a monthly 90-minute meeting
to weekly hour-long meetings. The monthly meeting was too infrequent to
maintain regular participation, and ninety minutes was too long a time
period to maintain attention. The group gained momentum when it began
meeting twice a month and gained regular participation when it became
a weekly program. Currently, we have an additional monthly meeting for
computer users who are blind; due to dwindling attendance, however, we
are phasing out this additional meeting. Because of the current mix of
consumers, we are developing two levels of computer users groups: one
for people who have used computers for a while, and one for real beginners,
called Computer ABCs. Participants choose the group or groups they attend.
Staff encourage consumers to attend both groups to find out for themselves
where they feel most comfortable. Two more advanced consumers are teaching
"Beyond Basics" during the last meeting of the month, demonstrating
topics such as Real Audio and chat rooms.
Uniqueness of Program
We have found that computer training in the community typically is taught
in antiseptic computer labs by instructors who use a lot of jargon. Unfortunately,
such environments do not work well for some people with physical or cognitive
impairments. In response, we have created a peer training program that
can meet consumers' needs for skills broken down into small steps, alternative
formats, adaptive equipment and a comfortable environment in which to
learn. With such supports, consumers are comfortable enough to learn new
skills. As our training resources include adaptive equipment that allows
for cross-disability peer training, we are a unique resource in the community.
IL Philosophy
Computer skills are an increasingly important independent living skill,
both for communication and employment. Peer support and consumer direction
are built into this program, as the group focus shifts according to consumers'
needs and wishes. The flexible nature of the program allows for constant
readjustment of goals and peer skills training.
Advocacy topics are discussed in this group, as participants learn to
advocate for improved Web site accessibility, find disability resources
on the Internet, and use e-mail lists and listservs for communication
and organizing.
Program Success
In 2000, we had a total of twenty group participants. Ten have completed
their specific skill goals or achieved a level of proficiency at which
they feel confident. Seven obtained newer equipment and/or assistive technology
for their needs and are able to use it. Five are learning skills while
they wait for a donated computer.
Funding and Replicability
This is a relatively low-cost program for independent living centers
already providing some type of assistive technology services. Minimum
equipment needed includes a newer computer with Internet access and screen
reading software so that people who are blind and visually impaired can
hear what is being demonstrated. Two common screen-reading applications
are Jaws For Windows, which is approximately $800, and Window Eyes, which
is approximately $600. Additional recommended equipment includes screen
magnification software, alternative mice and keyboards, and other adaptive
hardware and software, such as word prediction software. Staff can also
use a number of shareware and freeware applications, Windows accessibility
features, and features in word-processing and Internet applications to
improve computer access.
Funding sources could include Lions or other service clubs, United Way
and corporate sponsorship from local tech companies. This is a good project
for funders who like to fund tangible items, such as equipment. The program
can also be funded on a per-meeting basis, calculated by the amount of
staff time and overhead involved. For instance, "We are requesting
funding for ten computer users group meetings at $60 per meeting, for
a total of $600."
Staff time required is approximately two hours preparation time and one-hour
program time per session. A high level of computer expertise is NOT a
requirement for staff, just general proficiency. It is preferable to use
a non-technical proficient user who is familiar with computer adaptations
than a computer support person who may lapse into technical jargon and
focus on high-end skills.
Sources for topical information include senior
computing sites (e.g., www.aarp.org and www.thirdage.com),
other nontechnical tutorial sites
(e.g., www.learnto.com and www.learnthenet.com),
basic computer magazines, and tutorials that come with software. Help
files that come with Windows and other programs frequently have short
lessons and tutorials that are easy to adapt for keystrokes and vocabulary.
Contact Information
For more information about the Cross-Disability Computer Users Group,
please contact:
Nancy Conklin
Center for Independence
1600 Ute Avenue, Suite 100
Grand Junction, Colorado 81501
(970) 241-0315
www.gj.net/~cfi
About the Author
Nancy Conklin is Director of Programs and Assistive
Technology Coordinator at Center for Independence in Grand Junction, Colorado,
where she has worked for the past seven years. She has a master's degree
in public administration and assistive technology practitioner credentials
from RESNA. Prior to entering the independent living field, she worked
as a geologist and environmental projects manager. She is particularly
excited about introducing people to technology who have never used it
before. She served on the NCIL board for four years as Region VIII representative
and co-chairs the NCIL AT sub-committee.
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