Document (#23737)

Author
Erben, K.M.
Title
¬Das Internet wird menschlich : Web-Guides sind die neuen Pfadfinder im Dschungel des Netzes
Source
Frankfurter Allgemeine Zeitung. Nr.67 vom 20.3.2001, S.B16
Year
2001
Series
CeBIT 2001
Abstract
Sie kamen, sie surften - und gingen zurück an den Strand", so überschrieb die British Virtual Society letzten September eine Analyse, die sich mit dem neuen Phänomen der "Web-Verweigerer" beschäftigt. Web-Verweigerer das sind die Leute, die für ein paar Tage oder Wochen ins Netz schauen und dann zu der Ansicht kommen: "Das ist nichts für mich." Für diese Entscheidung werden unterschiedliche Gründe genannt: zu teuer, zu zeitraubend und, immer wieder, zu technisch. Viele Menschen mögen einfach nicht mit Maschinen kommunizieren. Das gilt auch für diejenigen, die in den Statistiken als Internet-Anwender erscheinen. Sie versenden E-Mails, weil das zu ihrem Job gehört. Sie erledigen BankÜberweisungen am PC, weil sie wählend der Schalterstunden keine Gelegenheit dazu haben. Im äußersten Fall suchen sie bei www.bahn.de auch einmal, eine Zugverbindung. Für alles Weitere fehlen ihnen die Lust und die Erfahrung. Suchmaschinen - sofern sie sie überhaupt kennen - sind ihnen ein Graus. Der Anteil dieser Gruppe in der angeblich unaufhaltsam steigenden Anwenderzahl ist nicht bekannt. Schätzungen von einem Drittel und höher erscheinen jedoch realistisch. "Netzferne" in der Mehrheit - Zusammengerechnet bilden die, die keinen Zugang zum Netz haben oder, die Möglichkeiten der Technik nur unvollkommen oder widerstrebend nutzen, noch auf lange Zeit die Mehrheit der Bevölkerung. Und niemand, der von ECommerce spricht kann dieses Kundenpotential ignorieren. Auf die Bedürfnisse dieses "netzfernen", noch unerschlossenen Potentials ist das neue Angebot des Internet-Auskunftsdienstes zugeschnitten. Denn der Befund ist eindeutig: Weitaus mehr Mitglieder der Zielgruppe als erwartet sind entweder unwillig, die von der Technik gebotenen Möglichkeiten zu nutzen, oder sie verfügen nicht über die dazu erforderliche Erfahrung und Computerkompetenz. Die heftige Diskussion über die benutzerfreundliche Gestaltung von Websites ("usability") ist eine Reaktion darauf. Der "menschliche Faktor" ist ein anderer, neuer Lösungsansatz in der Überwindung des Mankos. "Web-Guides" heißen die Pfadfinder beim Hindernislauf durch den Internet-Dschungel, die nebenbei auch als Pioniere in einem neuen Beruf agieren. Idee und Konzept der WebGuides folgen der Einsicht, daß noch mehr Technik eben die Probleme nicht löst, die sich in dem verbreiteten Unbehagen im Umgang mit Technik äußern, Von Robots und intelligenter Software sollte man nicht mehr erwarten, als sie leisten können. Diese Lücke bietet die Chance für den menschlichen Faktor. Konkret heißt das: jedem, der Interesse an Informationen und Dienstleistungen aus- dem Internet hat, bietet beispielsweise die "AllesAuskunft" von talking. riet einen menschlichen Ansprechpartner als Vermittler oder Unterstützer. Und das nicht selten bei höchst persönlichen Fragen. Web-Guides verfügen nach einer eigens konzipierten Schulung über die NetKompetenz, die ungeübten oder auch nur ungeduldigen Netz-Anwendern abgeht. Web-Guides kennen Informationsangebote, Register und Suchmaschinen, und sie wissen, wie man am schnellsten Resultate erzielt. Sie sind die menschliche Clearingstelle zwischen den Informationsschätzen der Wissensgesellschaft und den ratlosen Schatzsuchern. Ein Telefon genügt fürs erste - In der ersten Ausbaustufe sind die WebGuides über Telefon oder E-Mail erreichbar. Schon hier können sie die große Stärke des unmittelbaren Kontakts ausspielen. Im persönlichen Gespräch, mit dem Anrufer klären sie, ob das, was er sagt auch das ist, was er sucht. Auf dieser Grundlage. werden einfache Auskünfte sofort erteilt, komplexerer Anfragen nach entsprechender Recherche durch einen Rückruf. Woher diese Auskünfte kommen - aus dem Internet, von der CD-ROM eines Verlages, aus der hauseigenen Datenbank - , spielt für den Anrufer keine Rolle. Was zählt, sind Qualität und Schnelligkeit
Theme
Internet
Informationsdienstleistungen
Informationsmittel

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