The assumption behind kiosks used in public places is that they are meant for simple tasks and crowds of people who do not require help. Complex occasionally used information-intensive services provided by kiosks, diversified customer groups and situations where people are dependent on the systems available, have challenged this assumption. Our study on a new video-mediated communication (VMC) based service kiosk shows that the help from a real person by VMC is a possible solution to the problems and the human-facilitated kiosk interface is appropriate for the systems used in public places. Based on experiences with the kiosk, we suggest enhancing VMC-based kiosk interfaces for information systems