CHAPTER 1Introduction to

Computer User Support

CTS 217:Computer Training

& Support

Chapter Objectives In this chapter, students will learn

about: How historical changes in computer

technology have affected computer use Ways to classify end users Resources computer users need and

major categories of end-user software Common problems users encounter The job market demand for user support

workers

Chapter Objectives In this chapter, students will learn

about: Common ways to organize and provide

support services Typical position descriptions for user

support staff The knowledge, skills, and abilities for an

entry-level support position Career paths for user support workers

Historical Changes in Computer UseEnd-user computing: the use of

computers for both business and personal use All levels of organizations today Home, school, government Summary by decades on next slide

Decade Primary Types and Uses of Computer Systems

1940s • Invention of CPUs and peripherals

1950s • Early use of large computers in large corporations

1960s • Widespread use of large-scale computers• Early use of smaller, workgroup computers

1970s • Widespread use of workgroup computers• Terminal access to large-scale and workgroup computers

Milestones in the Adoption of CT

Decade Primary Types and Uses of Computer Systems

1980s • Widespread use of home and business PCs• Availability of mass-market applications software and GUI operating systems• Early data communications and networks

1990s • Widespread use of local area and wide area networks• Distributed computing• Rapid growth of the Internet

2000s • Increased business use of the Internet• Availability of very low-cost PCs• Development of wireless technologies

6

Milestones in the Adoption of CT

1980s and 1990s: Growth of Decentralized ComputingApplications backlog: lots of apps

needed, shortage of programmers FRUSTRATING

Knowledge worker: employees whose primary job is to collect, prepare, process, and distribute information Accountant, Database report writer

1980s and 1990s: Growth of Decentralized ComputingDeclining PC costs: microcomputer

(PC), smaller scale, easier to put on desk, “toy” computers

1980s and 1990s: Growth of Decentralized Computing Inexpensive productivity software:

spend more on programming than hardware; mass-market apps such as WordStar, Lotus 1-2-3, and dBASE) alleviated need for programmers

1980s and 1990s: Growth of Decentralized ComputingUser friendly GUIs: menus, screen

images, point-and-click

1990s and 2000s: Distributed & Network Computing Join large-scale and workgroup

computing network servers (TP and storage) and desktop PCs (log in to servers and local productivity software) Wired, wireless, Internet … connectivity

Data Processing (60s and 70s) now called IS or IT

Classifying End UsersEnvironment: home/non-business or

work/businessSkill level: novice vs. highly skilledFrequency of useSoftware used: WP, SS, email, DB,

gamesFeatures used: basics, intermediate,

power usersRelationship: internal vs. external

Several categories? yes

Resources End Users Need$500 computer = a good deal, right??Basic hardware (components in case,

input devices, output devices)Add-on peripherals: camera, scanner,

modemH/W maintenance and upgrades:

warranty (business is better); upgrade RAM/HDD?

Resources End Users NeedSoftware upgrades

“Useless” trial versions Multiple operating systems (use virtual) Virus scan

Supplies: CDs/DVDs, paper, printer cartridges)

Data and information: monthly ISP fee, subscription to help services or databases

Resources End Users NeedTechnical support: includes installation

assistance, training courses, books, magazines LD charges, per call cost Training vs. trial and error

Facilities, administration, overhead Furniture, utilities, devices, space Supervisors and overhead Total Cost of Ownership (TCO)

End-User Application Software Increase productivity

Email and instant messaging Web browser (IE, Firefox, Safari) Word processing (Word 2010) Spreadsheets (Excel 2010) Database management (Access 2010) Graphics (GIMP) Planning and scheduling (Project 2010) Desktop publishing (Publisher 2010)

End-User Application Software Increase productivity

Web site development (Dreamweaver, Expression Web, FileZilla)

Education and entertainment software (MyITLab, games)

Enterprise apps (Abra, FourthShift) Industry-specific apps (Meditech)

Can justify purchases with increased efficiency of workers

Problems End-Users ExperienceWaste of resources

Purchase incompatible software due to inexperience

Fix it yourself instead of calling supportUser mistakes

Wrong formulas in Excel Forget to create backups

Computer crime Sell company info to another company Phishing victim

Problems End-Users ExperienceTheft of resources

Piracy: illegal distribution of software Violate computer use policy Install software to work at home – theft??

Invasion of privacy Medical info files Spyware tracks history of purchases

Abusive users Sending unwanted personal emails Displaying offensive wallpaper or screen

saver

Problems End-Users ExperienceComputer viruses

Malicious intent, destroy info, corrupt software User downloads and it spreads through network Forwarded email attachment Forwarding virus warning hoaxes (snopes.com)

Health problems Carpal tunnel syndrome: hand and wrist pain Back and neck aches Lack of ergonomic (promotes safety) office

furniture

Addressing the Need for US WorkersProvide ongoing assistance so that

computers are tools, not hindrances1st decade of 21st century:

Hiring decreased in 2001-2003 Tech support jobs sent to India Contract with temp agencies Increased demand in some org. due to

mobile technologies and security

How Org. Provide a US FunctionComputer user support is a job function or

department in an organization that provides information and services to employees and/or customers to help them use computers more productively Deals with a broad spectrum of support issues

Technical support is a level of user support that focuses on higher-level troubleshooting and problem solving Deals with difficult and complex problems

users encounter

How Org. Provide a US FunctionCommon names for user support

Customer Service Help Desk Technology Support Services Client Support Services Computer Assistance Computer Help Hotline Call Center Information Center

How Org. Provide a US FunctionPeer support is an informal level of

user support Coworkers in an organization or

department exchange information and provide assistance about computer use and problems encountered by other users

No special training or preparation required Enjoy sharing expertise / have more

experience Help classmates in class or lab

How Org. Provide a US FunctionPart time user support

Responsibility for user support is formalized in an existing employee’s position description Expertise recognized and rewarded

Can make significant demands on worker’s time and compete with other assigned tasks Stretched too thin?

How Org. Provide a US FunctionUser support worker or work team

Frequently occurs when part-time, informal peer support cannot meet support demands

Alternatives: Full-time support position Organize part-time workers into a user

support team (formal workgroup to provide user support

Outsource support needs

How Org. Provide a US FunctionHelp desk support

A help desk provides a single point of contact for users in need of technical support Manages customer problems and requests and

provides solutions-oriented support services Refer to someone else if cannot solve

May be a: physical location a telephone number (hotline) an e-mail address an online chat session a Web site http://www.3mit.com/support/

How Org. Provide a US FunctionUser support center

A user support center provides a wide range of services to an organization’s computer users Consulting on product purchases Training and documentation on supported

products Help desk operation Facilities management Hardware repair services

Also called an information center

How Org. Provide a US FunctionUser support outsourced to a vendor

Outsourcing involves a contract with a vendor that specializes in support services

Advantage: Controls costs while taking advantage of external expertise

Disadvantages: Relies on telephone, e-mail or Web contacts

rather than on-site access Costs are predictable, but not necessarily lower Little transfer of knowledge to in-house staff Lack of personal relationship between users and

support staff

How Org. Provide a US FunctionUser support as an IS responsibility

Support is provided: Directly by technical IS staff By a separate group within IS

Advantage: Provides single point of contact for problems

Disadvantage: Conflicts with other IS employee work assignments Some “geeks” just don’t have the

communication skills needed

User Support Services

User Support Services Staff HD, Hotline, or Chat

Session Respond to requests for

product information Market products and

services Provide solutions to

problems Receive and log user

complaints about product features

Handle warranties and product returns

User Support ServicesProvide technical troubleshooting

assistance Deals with more difficult problems that

are beyond the immediate services a help desk can provide

need a high level of expertise Examples

Hardware problem diagnosis Repair, replace, fix, provide workarounds for

difficult applications software and network problems

User Support Services Locate information to assist users

Access, search for, locate, and work with information to solve a problem

Resources Printed materials from vendors

Point them to page number Trade and text books Online help CD-ROM databases Internet Web sites

Look up error message Automated telephone voice-response units

User Support ServicesEvaluate hardware, software

and network products Issues to evaluate:

Increase Productivity? Compatible? Timing (everyone upgrade)? Useful features? Cost effective?

You choose = you support > cost, compatibility issues,

wastes time

User Support ServicesCoordinate organization-wide support

standards Support Standards are lists of computer

products that an organization recommends to its employees and that it will support Business PCs, software, networking

equipment Goal: To limit the hardware and software

products a support staff must be able to support to reduce support costs NOT experts on EVERYTHING!

User Support ServicesPerform needs assessment and

purchase assistance Also called a needs analysis

Investigate and determine the features and configuration of hardware and software that will best meet a user’s needs

May also include justifying the purchase how to place an order how to pay for the system preparing paperwork

User Support ServicesProvide installation assistance

Purpose: efficient use of staff resources Strategy: User support staff have tools

and expertise to unpack, set up, install, and configure a system Network configuration Peripheral devices Transfer data from old PC Computer facilities mgmt

N/W security, backups, virus scan, PM

User Support ServicesProvide training on computer systems

and procedures Goal: To make effective use of a new or

upgraded system Examples

Basic, introductory classes Groups or one-on-one Advanced training

This class: create tutorials with Camtasia User Support Chapter 10

User Support ServicesPrepare documentation on computer

use Training is one-time; documentation is

always available Example documents:

Introductory, “how-to” manuals Tutorials and reference manuals Organizational computer use guidelines Online documentation, such as FAQs and

wizards Email responses

User Support Chapter 11 Prepare documentation for simple process

and present to class

User Support Services Assist users with software development

projects Solve specific business problems or meet

information requirements Software development is a potential source of

conflict between IS department staff and support center staff

Compatibility Design standards Documentation Security

Emphasis is on assisting users with applications development, rather than developing applications

Provided to a limited extent by many user support centers

Position DescriptionsPosition description: written

description of the qualifications and responsibilities for a job in an organization Read and tailor your résumé around it

Figure 1-7 p. 33 Help Desk Support Rep Wide range of activities

Figure 1-8 p. 34 IT Specialist (Network)Compare responsibilities in the two

positions

Knowledge, Skills, AbilitiesAnalyze position descriptions for KSAs:

Knowledge – what do I need to know Skills – what do I need to be able to do

well Abilities – what special tasks or skills do I

need to be able to perform Note: the difference between skills and

abilities is blurred in everyday useCustomize your résumé to match

KSAs employer needs!

KSAs - Knowledge What an employee must

know May be stated as:

specific number of years of education

a degree in a specified field list of topics

Examples Knowledge of basic computer

operation Knowledge of application

software package (e.g., Excel)

KSAs - SkillsTasks an employee must

be able to perform wellCan be attained through

practice or experienceExamples

Skill in troubleshooting hardware and software

Skill in configuring desktop computers to optimize performance

KSAs - Abilities A special task or skill a support

specialist either has or does not have

Often state as ability to perform a specific task

Examples Ability to lift 50-pound boxes Ability to communicate with users

in Spanish Ability to work as a member of a

team Ability to write documentation

How to get KSAsFew support employees have every

KSA they need on day 1Learning resources:

Employer training and orientation classes Continuing education On-the-job learning Community College classes Vocational-technical school classes Industry training and certification classes

Role-playing scenario p. 38

Alternative Career Paths for User Support WorkersComputer programmer/developerNetwork support technicianWeb site maintainerUser support manager/supervisorProject managerTrainer / technical writerComputer security specialist

Chapter Summary Early computers were large, centralized

corporate or government systems used to automate manual tasks

Several industry trends during 1970s and 80s resulted in end-user personal computers

End users can be categorized according to:

Resources that impact total cost of ownership:

Environment Skill level Frequency of use

Software used Features used Relationship to support

Hardware Peripherals Software

Upgrades Maintenance Supplies

Data and information Facilities Technical support

Chapter Summary (continued)

End-user software includes:

Primary goal of end-user computing: make users more productive

Common problems related to end-user computing:

E-mail Instant messaging Web browser

Word processor Spreadsheet Database manager

Graphics Planning/scheduling Desktop publishing

Web page developer Education/entertainment Enterprise/industry-specific

Wasted resources User mistakes Computer crime

Piracy Invasion of privacy Abusive use

Computer viruses Health problems

Chapter Summary (continued)

Ways to organize end-user assistance

Support services users need:

User support positions require a variety of knowledge, skills, and abilities (KSAs) that may lead to alternate career paths

Peer support Part-time support User support group

Help desk User support center IT department staff

Outsource to vendor

Help desk Troubleshooting Locate information

Product evaluation Support standards User needs assessment

System installation Training Documentation

Facilities management Software development