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Libraries - Frequently Asked Questions about the Internet
Libraries - Frequently Asked Questions about the Internet
Booking Information
Do I need to book?
You don't need to book an Internet session, but it is recommended. Telephone numbers and addresses can be found on our branches page.
Do I need to be a library member to use the Internet?
You do not need to be a library member (except children) to use the computers. You will need to provide proof of your identity beforehand and you will need to be given your own personal computer membership card. Children under 16 years of age must have permission from a parent/guardian to use the internet. Normally a note to show this is added to the child's record held on the library computer system. Children must therefore be library members. Children need to be booked on by a member of staff: they cannot use the booking kiosks (where available).
Is there a limit on how long I can use the computer for?
The first hour for all users is free.
Library members can book computer sessions for a maximum of two hours per day. This can be in several sessions. The default booking is one hour. Computer user members can book computer sessions for a maximum of 90 minutes per day. This can be in several sessions. The default booking is 30 minutes. Bookings not logged on within 5 minutes will be automatically cancelled and the time will be deducted from members available time
How do I know when my session is over?
Users will be given warning messages before their session is due to finish. Longer or extended sessions are not generally available. However if people are following recognised training, further time may be permitted. This is at the discretion of staff and cannot be guaranteed. Any time available will vary according to demand at the time. There is a display in the bottom right of your screen, which shows the minutes remaining. When you are out of time, the screen will go blank. It is important that you save any files you are working on onto a disk or other media before the end of your session, as they will otherwise be lost when your time expires. Generally you are advised to save your work frequently to avoid data loss or corruption.
Do I need to shut down the browser/computer when I finish my session?
Yes, you should log out before leaving your session. This ends your session and clears the memory so no-one else can access what you were doing. If you leave your session running, you may expose yourself to security risks and you will lose any time you may have left available on that day.
Training and Getting started on the Internet
I've never used a computer before. Is help available?
You can use the Internet even if you've never used a computer before. A good place to start is one of our basic courses such as Computers Don’t Bite, or BBC Webwise, which are available in all libraries. At Tolworth, New Malden and Hook libraries lessons are available on a one to one basis, or in groups. Most library staff are trained to give assistance if you need it.
What if I get stuck?
Library staff can usually solve problems on the spot. If not, there are several members of technical staff at Kingston Libraries who are normally on duty from 9 to 5. Library staff may contact one of them to help you out.
I really need some lessons in using the web. What do you recommend?
Our Virtual Training Suite - a huge collection of online training material - is available in every library. Courses in using the Internet and other computer software are available at Tolworth, New Malden and Hook and Chessington Libraries, where one-to-one and small groups are catered for for a small charge.
Can I obtain qualifications through the library?
Yes. New Malden, Tolworth and Hook and Chessington libraries are authorised Test Centres for ECDL (European Computer Driving Licence) so you can train for and sit the tests for these through Kingston Libraries. In addition you can study and prepare for a wide variety of qualifications using the Virtual Training Suite.
Also, Hook and Chessington library is an authorised E-Type training and Testing Centre. E-Type is a touch-typing course.
Both ECDL and E-Type at these libraries are accredited by the British Computer Society (BCS)
Can I set-up an email account to send and receive email?
Yes. You can send and receive email via the the libraries internet service using a webmail e-mail account. There are many free e-mail services and most staff can help with setting up an account.
Can I pick up email from an account I already have?
Yes. You can access your email using a webmail service provided you know your username and password. However your webmail provider must provide access via the standard http Internet port 80. You can not use an email client such as Outlook Express, Thunderbird, or Eudora for example.
Can I receive an email attachment?
Yes. You can receive web-based e-mails containing attachments and download them to a disk or other storage media. However, depending on the attachment's file-type, you may not be able to read all attachments at all branches.
Can I send an email attachment?
Yes. You can attach a file or document to an e-mail if that file is stored on a disk or other storage media and you select the file using its full path and file name (eg. a:\myfile.doc)
Web browsing
What browsing software is available in the libraries?
All libraries offer web browsing using Microsoft Internet Explorer.
What if I can't find what I'm looking for?
Most library staff have been trained in the use of the Internet and can help with showing you the basics of searching, etc. However the amount of time a staff member can spend with you will be limited. If you need extensive help, consider booking a session at Tolworth or New Malden Library, where there are IT trainers to help.
Office software
Microsoft Office 2007 files are not currently supported.
Technical issues
What if there's a technical fault?
On rare occasions we may not be able to connect to the Internet because of a technical fault. If this happens before your session we will try to get in touch with you to warn you. If it happens during your session a member of technical staff will assess the problem.
Can I save data onto USB memory stick, floppy disk or other storage media?
Yes. The use of USB memory sticks is recommended due to their greater storage capacity and reliability over floppy disks. Floppy disk drives are being phased out and newer computers do not have them fitted. You can save any data that will fit onto a disk or other storage media. However you cannot run your own software on the library's computers.
Can I install software from the web onto one of Kingston Libraries' computers?
No. We do not allow software from the web or any other media to be installed on our computers because of the risk of compromising the security of our system.
Can I link my laptop to the library network?
No. You can use your laptop in the library but you cannot connect it to the network. This is to prevent compromising the security of our system. Nor can you plug it into our power supply, you must use it under it's own battery power. Unfortunately we do not have any power sockets that are available for public use.
How does the filtering work?
The Council filters public access to the Internet. However, this does not guarantee that unsuitable sites will not accidentally be viewed. In general, sites that are blocked could contain pornography; threats, or violence (this can result in some war-related sites being blocked); promotion of discrimination of any sort etc; or gambling.
If you consider that a site that has been blocked should be accessible to the public, please send an email stating the website address to libict@rbk.kingston.gov.uk. Your request will be reviewed and responded to. If you feel that a site should be blocked please email stating the website address to libict@rbk.kingston.gov.uk.
Security
What if I download a virus?
The computers in Kingston Libraries are regularly scanned for viruses, but it is possible to inadvertently download a virus from the Internet. Viruses are usually contained within executable files or word processing documents containing macros/scripts. It is advisable not to download e-mail attachments or open programmes if you have doubts concerning their origin.
What if my documents or files contain a virus?
Acces to any files containing a virus is blocked. You will not be able to access these files until you have removed each virus from these files. Unfortunately we cannot provide a service to help with this.There are scanning and removal products and services available.
How private is my e-mail?
If you are using a free web-based email service such as Yahoo! or Hotmail, your email is reasonably private and secure. Refer to the help pages for your chosen email provider.
How safe is e-commerce?
You are advised not to do business with any company without checking that they are a reputable company, that there is a physical address on the website, and the transaction is on a secure server (you will see a padlock on the screen and the address will start with https://). You should also make sure that you log out of the system fully after making any transactions on the web, to prevent other users from being able to access your personal information.
The Service in General
Word processing and other Office facilities are available at all libraries.
Various other types of software including imaging software is also available.
Can I access FTP Sites?
FTP sites are generally restricted by the RBK firewall and libraries have no control over this. However some FTP sites may be available.
Facilities for those with Disabilities
Software and hardware for people with various disabilities is available. We include access to Jaws and Supernova at all library branches and all branches also have height adjustable desks.
Where can I get more information about the service?
For further information please contact the ICT Support Team libict@rbk.kingston.gov.uk
They will be happy to respond to any questions you may have.