Considering User Needs

When you are deciding which configuration options to install on your users' computers, you should consider the following user needs:

• Browser security and privacy requirements that your users may have
• Language versions of the browser that you will need to install for users
• Accessibility features needed to accommodate users with disabilities
• Training and support that your users will need during and after installation

Providing User Security and Privacy in the Corporate Environment

Note This section describes security and privacy options of Internet Explorer that are particularly important for administrators who need to protect the information, network, and users within their corporate environment. These options, though, may also be valuable for many other organizations and users.

Because Web browsers enable users to actively exchange important information and programs through the Internet and intranet, you must consider the security requirements needed to protect your users' privacy and the contents of their exchanges. You need to make educated choices about the types of browser security and privacy that you want to implement for your users.

Internet Explorer supports a wide range of Internet protocols for secure information transfers and financial transactions over the Internet or intranet. Internet Explorer also provides a variety of features to help users ensure the privacy of their information and the safety of their work environment. Users can set their own security and privacy options from within the browser, or you can preconfigure these options as part of your custom browser packages. When you preconfigure these settings, you have the option of locking them down, which prevents users from changing them. For more information about preconfiguring security options, see Chapter 15, "Running the Internet Explorer Customization Wizard."

You can implement the following options, depending on the security and privacy needs of your users:

• Security zones - Internet Explorer security zones enable you to divide the Internet and intranet into four groups of trusted and untrusted areas and to designate that specific Web content belongs to these safe and unsafe areas. This Web content can be anything from an HTML or graphics file to an ActiveX control, a Java applet, or an executable program.

  After establishing zones of trust, you can set browser security levels for each zone. Then you can control settings for ActiveX controls, downloading and installation, scripting, cookie management, password authentication, cross-frame security, and Java capabilities based on the zone to which a site belongs.

• Digital certificates - To verify the identity of individuals and organizations on the Web and to ensure content integrity, Internet Explorer uses industry-standard digital certificates and Microsoft Authenticode 2.0 technology. Together with security zones, certificates enable you to control user access to online content based on the type, source, and location of the content. For example, you can use security zones in conjunction with certificates to give users full access to Web content on their intranet but limit access to content from restricted Internet sites.
• Content ratings - The Internet Explorer Content Advisor enables you to control the types of content that users can access on the Internet. You can adjust the content rating settings to reflect the appropriate content in four areas: language, nudity, sex, and violence. You can also control access by specifying individual Web sites as approved or disapproved for user viewing.
• Permission-based security for Java - Internet Explorer provides permission-based security for Java with comprehensive management of the permissions granted to Java applets and libraries. Enhanced administrative options include fine-grained control over the capabilities granted to Java code, such as access to scratch space, local files, and network connections. These options enable you to give an application some additional capabilities without offering it unlimited access to every system capability.

For more information about Internet Explorer security, see Chapter 6, "Digital Certificates," Chapter 7, "Security Zones and Permission-Based Security for Microsoft Virtual Machine," and Chapter 8, "Content Ratings and User Privacy."

Addressing Language Needs

You may need to deploy Internet Explorer in more than one language, depending on the diversity of your user community. To do so, you must create and distribute a separate Internet Explorer custom package for each language version you want to deploy. When you create additional packages for different language versions, you do not need to reenter your setup and browser settings. For more information about selecting the language for your custom package of Internet Explorer, see Chapter 15, "Running the Internet Explorer Customization Wizard."

Internet Explorer also includes several Input Method Editors (IMEs), which you can deploy with your custom packages. IMEs enable users to input Chinese, Japanese, and Korean text into Web forms and e-mail messages using any Windows 32-bit language version. Then users can start any language version of Internet Explorer, Outlook Express, or Outlook, and write in Chinese, Japanese, or Korean without the need for a special keyboard or a different language browser. For example, a business based in New York could use its English version of the browser to send messages in Korean to an overseas affiliate, or a student attending classes in Paris could write home in Japanese.

Implementing Accessibility Features

You may need to address the needs of users who are affected by the following disabilities:

• Blindness
• Low vision
• Deafness
• Physical impairments that limit their ability to perform manual tasks, such as using a mouse
• Cognitive or language impairments
• Seizure disorders

Internet Explorer provides many features that benefit users who have disabilities, such as screen readers, customizable layout, and other accessibility aids. For more information about using accessibility features, see Chapter 10, "Accessibility Features and Functionality," and Internet Explorer 5 Help.

Providing User Training and Support

You may need to customize your user training and support to meet the different learning needs, backgrounds, and skill levels of your users. Consider these groups, which may be part of your user community:

• Novice users - Novice users have little or no experience using browser programs and browsing the Internet or intranet. They will require full training and support, starting with the most basic Internet Explorer features and functions. Also, these users may become overwhelmed by new information, so you should tailor your training and support for their special needs.
• Intermediate users - These users already have some experience using Internet Explorer or a competitive browser program, either at home or at work. Typically, these users require training and support for new browser features and job-specific functions that enhance their existing knowledge.
• Advanced users - Advanced users have expert knowledge of browser software and advanced features and functions. These users may include people who develop their own Web pages and Web applications. Training and support for these users should concentrate on adding new information to their existing knowledge.

After assessing your user groups, you may decide not to implement formal training and support, depending on the Internet Explorer components and features that you install. Instead, you can point your users to the built-in browser support. Help files included with Internet Explorer provide users with a comprehensive set of topics, which they can access from within the browser. Also, Microsoft offers complete support services through the Online Support option on the browser Help menu.

If you decide to offer formal training and support for your users, you will need to acquire the following resources:

• Training and support methods - Determine what training and support methods users need to master Internet Explorer, and structure those methods to meet their learning needs and anticipated use of the browser. If you are implementing custom browser packages, you need to tailor your training and support according to the features and functions that you will install.

  You may choose to offer a variety of learning methods - including online or in-person demonstrations, training and support Web pages, computer-based training (CBT), instructor-led training classes, self-paced learning materials, or desk-side support - depending on the needs of your users. Also, the types of training and support that you offer can depend on the amount of time that users can dedicate to those activities and the resources and facilities that are available.

  If in-house staff is not available, you might want to use outside vendors to develop and conduct your user training and support. The vendor must be able to meet your schedule and budget, and tailor training and support based on the needs of your organization and users.

• Learning facilities, materials, and aids - Decide what learning space, materials, and additional aids you need to train and support your users. These items can include videos, books, quick-reference cards, handouts, practice exercises and files, and multimedia presentations. You may choose to develop some materials internally or purchase them from an outside vendor, depending on the unique needs of your users, the type of installations you are planning, and the resources available. Also, to help your users learn more quickly, make these learning materials relevant by including information pertinent to your organization, such as job-specific policies and procedures and company software and templates.
• Training and support schedule - Decide how many users you need to train and support and the timeline for completing training and support tasks. You should schedule your first training sessions right before Internet Explorer deployment so that users can retain their knowledge by putting it to use immediately. Support services should also be in place before deployment.
• Budget for training and support expenses - Prepare a complete budget for training and support expenses. These expenses may include developing or purchasing learning materials and aids, renting external classroom facilities, and hiring an outside vendor for training and support.

After you have decided the best training and support strategies for your organization, you should document this information in formal training and support plans. For more information, see "Developing User Training and Support Plans" later in this chapter. Also, you should plan for ongoing training and support. For more information, see Chapter 23, "Implementing an Ongoing Training and Support Program."