They had to understand the hardware requirements needed to install the software and access the system, understand other jargon such as ’browser based software’ and also know what Java is - the language that PC Banking is largely written in. They assist customers with banking related enquiries whilst using the PC Banking system, e.g. being unsure how to access or carry out a particular transaction whilst on-line. In addition to the specialised numbers, users can also get assistance from the on-line help, sending an electronic message and by telephoning the telephone Banking Representatives.