As the Digital Navigator for United Way of Franklin and Hampshire Region, I offer free tech support and digital skills training across Franklin County for individuals and organizations. In this role, I help community members access affordable internet, set up and use devices, and navigate essential online services like email, telehealth, job applications, and more. Here are the top ten questions I get from the people I help, and their answers.
1. What is the cloud?
The cloud is a safe storage space on the internet. Instead of keeping all your photos, documents, or emails only on your computer or phone, the cloud saves a copy online. This means you can reach your files from any device, and they are backed up if your device is lost or broken.
2. How do I know if something is a scam, generally?
Scams often try to scare you (“your account will be shut down”), rush you (“act now”), or tempt you (“you’ve won a prize”). Real companies will never ask you to give passwords, gift cards, credit card information, or bank info in an email, text, or unexpected call. If they ask you to download another program or switch to another form of communication like Facebook or WhatsApp to continue the conversation, it is very likely a scam. If you’re unsure, don’t click links. Instead, look up the company’s phone number, website, or email. Don’t trust the contact given in the suspicious message until you confirm it’s the same as the official one. For example, you can find legitimate contact information on the company’s official website or on a bill you received.
3. Do I need to update my computer and phone regularly, and why?
Yes. Updates are like maintenance for your device. They fix problems, close security holes, and add new protection against hackers and viruses. Without updates, your device can become unsafe over time. Think of it like keeping up with oil changes for a car — it helps your device run smoothly and last longer.
4. How do I create and remember strong passwords?
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Make your password long, secure, and memorable. The general rule is 8-12 characters with one uppercase letter, one lowercase letter, one number, and one special character like an exclamation point or question mark.
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Use three or four random words with numbers or symbols (like SunnyGarden!92Shoes).
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Avoid personal info like birthdays or pet names.
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To remember passwords safely, write them in a private notebook at home or use a password manager (a secure app that stores them for you like the Apple Passwords App that looks like 3 keys), Google Password Manager, or the password manager on your trusted internet browser.
5. What is an easy way to increase storage on my phone or tablet?
Phones fill up with photos, videos, and old text messages. To make room:
- Delete blurry or duplicate photos.
- Clear out old videos you don’t need.
- Check your text messages for large photos or videos and erase them.
- Uninstall apps you don’t use.
These steps can free a surprising amount of space without buying anything new!
6. Do I need antivirus software on my computer?
No. As long as you keep your device updated, you are already protected!
- Windows comes with Microsoft Defender, which is very strong.
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Apple computers have built-in protection too.
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Buying extra antivirus programs like McAfee or Norton is usually unnecessary and can sometimes slow your computer down.
7. How do I reduce the junk emails I get?
You can’t stop all junk mail, but you can manage it:
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If you recognize the sender (like a store you once shopped at), you can safely click “unsubscribe” at the bottom.
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In Google, most emails have a blue “unsubscribe” link at the top. Click this to let Google unsubscribe for you.
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If it’s from someone you don’t know or looks suspicious, don’t click anything — just mark it as Spam or delete it.
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The more you mark spam, the better your email program gets at catching it automatically.
8. What is a QR code and what is it for?
A QR code is a small square made up of black-and-white boxes. It works like a shortcut. When you point your phone’s camera at it, the phone recognizes the code and opens a website or menu. On most phones, you open your camera and point it at the QR code and a link will show up near the bottom of the image on your phone (on iPhones, it’s yellow). You don’t need to take a picture, just click the link within the image on your phone’s camera. You often see QR codes at restaurants (for menus) or on flyers and signs (to give you more information).
9. How can I speak to a real person when I call customer service?
It’s not always easy to reach a live person, but you can use GetHuman.com. On this website, type in the company’s name, and it will give you step-by-step instructions for how to get past the automated menus and reach a human representative more quickly.
10. How do I get more tech help if I need it?
You don’t have to figure everything out on your own! You can contact me (Rich Vaden, Digital Navigator for the United Way of the Franklin and Hampshire Region):
📧 Email: rich@uw-fh.org
📞 Phone: 413-584-3962 x.111
I can answer your questions, work with you one-on-one, and help you feel more comfortable using your technology.
