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13.7 Key points/learning outcomes |
User Support
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Describe the ways in which
software houses provide user support; relate these to cost and package
credibility.
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Describe the range of user
support options available when using industry standard packages. These
could include: existing user base, support articles, utilities,
specialist bulletin boards, communications systems e.g. internet, e-mail
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Select and justify an
appropriate user support system for a particular context.
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Explain the need for
different levels of documentation related to user and task.
Training
- Explain the need for different
levels of training related to user and task.
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Understand the need for
continual skill updating and refreshing.
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Describe the methods by
which users can gain expertise in software use and discuss their
relative merits.
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Understand the need to
develop training strategies to respond to growing user awareness
See the
books page for more
details about the titles listed below
McWeeney - pages 30 - 36 (A204)
Mott & Leeming - pages 91 - 112
Doyle - pages 241 - 246
Heathcote - Chapters 48 and 49
AQA past papers
Past papers. Not as useful as the Psionica database AQA shamefully closed
but...
Practice questions
Past paper practice questions for 13.7 (.rtf file - opens in Word/Writer)
suitable for revision/homework etc. etc.
Past paper answers
Answers to the questions above. Password protected .doc file. Sorry but
the password is only available to teachers.
Older Exam Papers
Past papers (pre 2000) not included on the official AQA site from
Colchester VI Form College. These still contain some relevant questions
for this topic. Look for IT04/ICT4 papers. I think this is dead?
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Links to general online
resources for 13.7. I'd recommend right clicking links/icons and "Save
Target As..." for anything other than web pages (see key below)
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User
Support |
Short PowerPoint presentation based on Ch.48
of the Heathcote A2 textbook.
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Training |
Short PowerPoint presentation based on Ch.49
of the Heathcote A2 textbook.
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10 Methods of training |
Erm um err - it's 10 methods of IT training!
Adapted from an article on informit.com - I can't find the original
anymore :-(
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User Training |
Revision notes and discussion questions from
Whitby CC. You can find the rest of their excellent FatMax recommended
website
here.
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Training template |
Blank table thingy for comparing the
advantages and disadvantages of various methods of IT training. fill it
in and use it for revision.
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Paper from IBM about how using their
electronic support solutions can reduce costs. A *bit* of a long read
but VERY relevant to this topic so have a look.
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User
Support and Training |
Set of summary revision notes from the David
Yates of KJS fame. This is a useful resource for planning your revision.
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User Support |
More revision notes and discussion questions
from Whitby CC.
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13.7 User Support |
Summary notes and questions from North
Chadderton High School.
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User Support and training |
Set of rather good online revision notes
(and questions) for this topic from the rather good Antonine Education.
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Microsoft
Knowledge Base |
Example of a knowledge base from the Evil
Empire. Just in case you don't know what a knowledge base is.
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13.7 User Support |
Excellent PowerPoint presentation from the
ever-reliable ict-tutor covers all aspects of 13.7. It's sort of greeny
blue if you like that sort of thing.
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Training Revision |
Nice set of revision type questions from
Gerard Horsley at B & P College. These are great for testing your
knowledge at the end of the unit.
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User Support Revision |
More revision questions from Gerard Horsley
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Revision Questions |
Couple of older past paper questions on
legislation suitable for homeworks, revision, blah de blah de blah.
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Key to resources:
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