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The criteria for selecting offices for KIOSK were:
Understanding that there may be problems with access to the AGNPAC dial-up, each Kiosk was set-up with access to AGNPAC and to a private sector provider in the area. Problems did occur in this area as the hardware was rolled out in a hurry and the software supplied by the providers and installed on each unit wasn't the latest tested version. Once the units were installed it became difficult to coordinate re-installation of the new software versions because of its technical complexity and their distance from technical resources.
Office staff were provided two training sessions supplemented by technical support from IT and Regional System Coordinators. Inter-office user groups support did not evolve although some ad hoc contact happened among some offices. Kiosk operations were a struggle. A combination of lack of user technical knowledge and technology/software problems make the kiosks largely unreliable. Frequently farmers would attempt to use the kiosk only to find access to Internet could not be attained. Staff had similar experiences with their personal use of the kiosk. As a result some frustration set in and kiosk usage never did achieve the level of use envisioned.
Offices aggressively promoted Kiosks. Over 25 open houses were held. Kiosks were promoted in weekly news columns and in quarterly newsletters to farm families in their area. RD TV actively promoted Kiosks on their show "This Business of Farming" that is aired on RD TV @ Red Deer and ITV @ Edmonton. Local media provided excellent courage on a news reporting basis. Local radio stations conducted interviews with specialists. Personal letters were mailed out to several thousand farmers inviting them to come in. Local municipal councillors, agribusiness and key farmers were spoken to and invited to come over. Many did. Personal contact was the most effectively in getting people to try the kiosk.
Overall approximately 450 farmers/agribusiness utilized the kiosks. At least that many attempted to use the kiosk but could not get on-line. Some of these came back a second time.
Kiosk set up was (with one or two exceptions due to space limitations) in the farmer side of the reception area in the offices. They were set up in an attractive manner that allowed a user to sit down and "go at it". Office staff support to kiosk users primarily came from administrative support as specialists often weren't in due to farm calls. At times it was quite a challenge to support a kiosk user and run the affairs of the office at the same time e.g. phone ringing, other walk-in customers. Kiosk users needed personal time from office staff to support them in its use. Most kiosk users had little experience with computers so were nervous about the technology and "didn't want to be embarrassed". The strong customer service skills of administrative support helped to over come this. However at times other customers seeking services interrupted resulting in the kiosk user not persevering.
The most usage of kiosks came late June through early August. This reflects response to the promotions during June and July.
Kiosk evaluation consisted of:
At times kiosk user support demands could not always be met by local staff. These fell into two areas: technical problem solving/encouragement and interruptions by demands from other customers.
Technical problems preventing kiosk on-line access to Internet caused some frustration. Staff became "gun-shy", later on in the pilot, in promoting kiosks. After several experiences of talking people into trying it only to find that it didn't work, people started to lose confidence.
Some farmer reaction to kiosks included:
"that's neat"
"I don't know much about Internet"
"I was just discussing it down at the auction mart where I say your poster"
Some farmers were "intimidated" by the technology, others wanted to "let's get going". This largely was a reflection of their comfort with computers.
Those that accessed Internet were positive about their experience and what they found. They felt it was easy to use "once I got the hang of it".
Felt AFRD should make available information on other commodities (e.g. beef, canola, pork, forages) and on marketing.
Farmers rated good to excellent:
For nearly all kiosk users, it was an "eye-opener". It helped to get them thinking about the potential of computers and Internet as being a useful business tool. Prior to the kiosk experience, many were simply not aware of what was possible. Many kiosk users did not use or did not have computers at home.
At least one farmer, after using the kiosk, bought computer and got on Internet himself.
Staff felt they had been kept pretty well informed on project barley developments. Short comings tended to be in not getting pilot participant registration information in advance and in getting kiosk technical problems solved quickly and permanently.
Investment in kiosks is a transition issue. Their purpose is to increase awareness of the value of technology. In the long term people will invest in the technology themselves.
The following italicized comments are from the Price Waterhouse Evaluation Report for the project:
Kiosk Providers (staff in field offices) were more cautiously supportive. While in general they thought it was a good initiative they had a tendency to be more critical of the project not being "perfect" before it was launched. Kiosk providers were also more inclined to relegate this to the role of "another tool" and to emphasize the continuing importance of their own role in delivering extension services. It appeared from the discussions the kiosk providers had spent less time working with the system then had many of the producers.
Appeared to be some problems with communications with Kiosk providers who did not always get the same information that their participants were getting.
Timing was more of an issue for kiosk providers since it proved difficult to get people into the district office to test the system during this time period.
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