A LEVEL INFORMATION TECHNOLOGY REVISION NOTES
User Support
Methods of User Support
A help desk
o A dedicated telephone number/email address/electronic link
o The user can communicate directly with a person trained in support
Who may be able to control the user’s computer remotely?
Who may have access to a database of problems and
solutions?
Who will talk the user through the system
A user group
o A formal/dedicated body of enthusiasts/end users of a particular
system/software package
Who communicate via an electronic forum/bulletin
board/series of meetings?
o The user can post their problem/query
Or start a thread
And get a response from users with the same problems
User Group Help
The user group enables its members to share knowledge/exchange ideas
about the ICT application
The user group will have an online forum/bulletin board/publish e-
bulletins/produce newsletters and other publications
The employees could check posts/threads/blogs
o To see if an answer to their problem already exists
o Or create a new post or thread/blog
o And receive replies/feedback from other users of the application
,Health Issues
Health Issues from ICT
Repetitive Strain Injury
o Pain or numbness in muscles / nerves / tendons / ligaments
o Caused by constant repetitive / forceful activities when using ICT
equipment
Such as secretary using a keyboard for prolonged periods
Minimised by
o Using ergonomically designed devices e.g. split keyboard
o Or taking regular breaks from using ICT equipment
Posture / Skeletal problems
o Back pain / disc problems / postural stress / sciatica
o Caused by sitting for long periods in an uncomfortable / unnatural
sitting position
Minimised by
o Using adjustable chairs / 5 wheeled chairs
Over exposure to the EMF frequencies emitted by CRT’s
o Can lead to reduced productivity / fatigue / sleeplessness / skin
problems / headaches
Minimised by
o Using a screen shield
Eyestrain problems
o Caused by an unnatural view position
e.g. small fonts, glaring colours
Minimised by
o Using an anti-glare screen
Precautions to minimise eyestrain
Blinking regularly
Adjusting the screen height
Adjusting the brightness / contrast
Regular eye tests
Larger monitors
Adequate lightning conditions
Health Problems that may affect computer users and how they can be minimised
RSI
o This occurs in the upper back/neck/shoulder regions/arms/elbows/
wrists/hands/fingers
, o Symptoms range from numbness/restricted movement to chronic
pain
Remedy
o Take regular breaks every half hour from working at your computer
o Regularly stretch to relax the body. Use footrests, wrist rests and
document holders
o Use an ergonomically designed workstation/keyboard/chair
Carpal tunnel syndrome
o This occurs when a nerve is pinched/compressed in the wrist
o The symptoms are pain, numbness, tingling/weakness in the wrist
Remedy
o Take regular breaks every half hour from working at your computer
o Wear a wrist brace/splint
o Have a cortisone injection/surgery
Ulnar neuritis
o This affects the back of the inside of the elbow
o The symptoms are tingling/pain in the fingers/elbow/funny bone
Remedy
o Use an adjustable seat
o Avoid putting the elbows on the desktop
o Use a wrist support
Backache
o This affects the muscles in the back
o The symptoms are mild/severe pain in the back
Remedy
o Maintain a natural posture while using the computer
o Have adequate lower back support/footrests
o Avoid sitting in the same position for extended periods
o An ergonomically designed workstation
Radiation damage
o From rays from the screen
o Which can affect the whole body
Remedy
o Use an anti-radiation screen
, Video Conferencing
Hardware resources required for video conferencing:
Video Webcam
Microphone
Speakers
Monitor
Broadband Connection
Modem
Benefits of video conferencing to train users:
Travelling is reduced (cost/time)
Trainees can participate from their normal work places
Trainees throughout the country can be trained
Reduction in costs / time / environmental impact
Supports multimedia
Trainees can observe what the tutor / trainer is doing
Interactive
Trainees can communicate directly with the trainer
Trainees can be observed using the system
Training sessions can be recorded and repeated later
User Support
Methods of User Support
A help desk
o A dedicated telephone number/email address/electronic link
o The user can communicate directly with a person trained in support
Who may be able to control the user’s computer remotely?
Who may have access to a database of problems and
solutions?
Who will talk the user through the system
A user group
o A formal/dedicated body of enthusiasts/end users of a particular
system/software package
Who communicate via an electronic forum/bulletin
board/series of meetings?
o The user can post their problem/query
Or start a thread
And get a response from users with the same problems
User Group Help
The user group enables its members to share knowledge/exchange ideas
about the ICT application
The user group will have an online forum/bulletin board/publish e-
bulletins/produce newsletters and other publications
The employees could check posts/threads/blogs
o To see if an answer to their problem already exists
o Or create a new post or thread/blog
o And receive replies/feedback from other users of the application
,Health Issues
Health Issues from ICT
Repetitive Strain Injury
o Pain or numbness in muscles / nerves / tendons / ligaments
o Caused by constant repetitive / forceful activities when using ICT
equipment
Such as secretary using a keyboard for prolonged periods
Minimised by
o Using ergonomically designed devices e.g. split keyboard
o Or taking regular breaks from using ICT equipment
Posture / Skeletal problems
o Back pain / disc problems / postural stress / sciatica
o Caused by sitting for long periods in an uncomfortable / unnatural
sitting position
Minimised by
o Using adjustable chairs / 5 wheeled chairs
Over exposure to the EMF frequencies emitted by CRT’s
o Can lead to reduced productivity / fatigue / sleeplessness / skin
problems / headaches
Minimised by
o Using a screen shield
Eyestrain problems
o Caused by an unnatural view position
e.g. small fonts, glaring colours
Minimised by
o Using an anti-glare screen
Precautions to minimise eyestrain
Blinking regularly
Adjusting the screen height
Adjusting the brightness / contrast
Regular eye tests
Larger monitors
Adequate lightning conditions
Health Problems that may affect computer users and how they can be minimised
RSI
o This occurs in the upper back/neck/shoulder regions/arms/elbows/
wrists/hands/fingers
, o Symptoms range from numbness/restricted movement to chronic
pain
Remedy
o Take regular breaks every half hour from working at your computer
o Regularly stretch to relax the body. Use footrests, wrist rests and
document holders
o Use an ergonomically designed workstation/keyboard/chair
Carpal tunnel syndrome
o This occurs when a nerve is pinched/compressed in the wrist
o The symptoms are pain, numbness, tingling/weakness in the wrist
Remedy
o Take regular breaks every half hour from working at your computer
o Wear a wrist brace/splint
o Have a cortisone injection/surgery
Ulnar neuritis
o This affects the back of the inside of the elbow
o The symptoms are tingling/pain in the fingers/elbow/funny bone
Remedy
o Use an adjustable seat
o Avoid putting the elbows on the desktop
o Use a wrist support
Backache
o This affects the muscles in the back
o The symptoms are mild/severe pain in the back
Remedy
o Maintain a natural posture while using the computer
o Have adequate lower back support/footrests
o Avoid sitting in the same position for extended periods
o An ergonomically designed workstation
Radiation damage
o From rays from the screen
o Which can affect the whole body
Remedy
o Use an anti-radiation screen
, Video Conferencing
Hardware resources required for video conferencing:
Video Webcam
Microphone
Speakers
Monitor
Broadband Connection
Modem
Benefits of video conferencing to train users:
Travelling is reduced (cost/time)
Trainees can participate from their normal work places
Trainees throughout the country can be trained
Reduction in costs / time / environmental impact
Supports multimedia
Trainees can observe what the tutor / trainer is doing
Interactive
Trainees can communicate directly with the trainer
Trainees can be observed using the system
Training sessions can be recorded and repeated later
