Suppose that Computing Services your college or place or work is currently supporting two packages – Software XYZ and Software ABC. They want to drop Software ABC and offer only Software XYZ. For each user reaction, estimate the user’s application familiarity with XZY.
a. “Software XYZ is so much better than Software ABC because it uses better memory management.”
b. “Don’t get rid of ABC. I know enough about XYZ to know that I don’t want to use it. For my purposes all I need is software ABC.
c. “Why should I learn it? I don’t want to be bothered with learning some stupid system.”
d. “I can pretty much do what I need to with XYZ, but it would be nice if more of the tech support people could help with my questions about XYZ.”
a. This user is interested in the software for its own sake and has extensive knowledge of the software’s internal workings. This is an Expert.
b. This person doesn’t want to waste time learning a new system when there is something more familiar that’s available. This is an Advanced Beginner.
c. The user admits not knowing the software and is showing signs of hostility, which is usually a way of disguising fear. This is a Novice.
d. The user feels pretty comfortable with the software, but would like to have access to someone with more knowledge if problems arise. This is a Competent Performer.
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Indicate whether the statement is true or false
William has been working on a problem with a computer at his company for several hours and still can’t ascertain the problem. The computer will not turn on, and William has tried everything he can think of to fix the computer. He has replaced the power cord, the power supply, and even the power strip the computer is plugged into. William decides that it must be the motherboard and takes the computer to his shop to replace the motherboard on the computer. When he plugs the computer in, it turns on. The problem was not the computer—someone had turned off the switch for the wall outlet that the power strip was plugged into. Where in the troubleshooting process could William have discovered this problem? (Select all that apply.)
A. Identify the problem. B. Establish a theory of probable cause. C. Test the theory to determine cause. D. Establish a plan of action to resolve the problem and implement the solution. E. Verify full system functionality. F. Document findings.