ITE 180: a Scripts, Technical Documentation, Diagnostic Software Tools - Flashcards

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1. "I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don't encounter it again." is an example of ____.

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empathy

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1. "Technical writing should be concise and it should be informative." is an example of a ____.

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...

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1. A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?

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Mechanics

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1. A communication skill commonly used in active listening is ____.

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Paraphasing

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1. A company that contracts with another organization that specializes in user support is using ____.

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outsourcing

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1. A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common computer problem?

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User Mistake

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1. A computer user who purchases a software package that will not operate on his or her hardware configuration is a victim of which common computer problem?

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Waste of Resources

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1. A computer virus can be spread through ____.

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download software, the internet, email attachments. (any of these)

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1. A cross-reference or link to where a reader can find additional information about a topic is called a(n) ____.

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pointer

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1. A distributed computing system usually includes ____.

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all of these

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1. A document that is organized as a step-by-step introduction to the features of a computer program is called a ____ manual.

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tutorial

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1. A document with misspelled words violates which of these four general writing criteria?

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Mechanics

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1. A feature of a Web site where discussions are posted by members of a user community is called a ____.

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user forum

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1. A follow-up question a troubleshooter asks to get additional information about a problem situation is called a(n) ____.

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probe

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1. A hardware device that was a first step toward decentralized computing was the ____.

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terminal

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1. A list of as many topics as a writer can think of that might be useful to a reader is the result of ____.

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brainstorming

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1. A mental model to help a computer troubleshooter understand and explain a problem situation is based on ____.

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critical thinking

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1. A reading level that is appropriate for most technical documentation is ____.

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tenth grade

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1. A script to handle a support incident has ____.

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several sequences of questions with multiple decision points or paths

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1. A series of letters that represent a phrase is called ____.

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acronym

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1. A single point of contact for users in need of computer support is called ____.

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a help desk

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1. A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.

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spreadsheet program

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1. A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.

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web browser

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1. A support agent should aim to use language that is ____ the language level that the user uses.

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slightly below

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1. A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.

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point the user to useful information about file organization

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1. A troubleshooter's ability to design and test hypotheses in order to solve a computer problem is based on ____.

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critical thinking

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1. A user's first impression of a support agent comes from the ____.

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incident greeting

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1. A writer who performs each procedure or technical step in a document and tests each step with the hardware and software is doing a(n) ____ check.

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technical accuracy

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1. An automated email service that distributes all (or selected) email messages to its members is called a ____.

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ListServ

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1. An internal user is one who is a ____.

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worker in an organization

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1. An organization that provides a wide range of support services to users is called a ____.

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user support center

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1. An organized collection of information, articles, procedures, tips, and problem solutions is called a ____.

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knowledge base

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1. Another name for diagnostic software tools is ____.

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utility software

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1. Another name for needs analysis is ____.

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needs assessment

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1. Application software that enables users to create, maintain, and update Web pages is called ____ software.

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website development

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1. Application software that is intended for use in a specialized business environment is called ____.

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an industry-specific application

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1. Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.

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desktop publishing

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1. Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.

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1990's

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1. Application software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____.

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personal information manager

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1. Analysis and evaluation of a user's message are likely to occur during which type of listening?

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critical thinking

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1. Carpal tunnel syndrome is an example of which common computer problem?

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ergonomics

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1. Classifying end users as internal versus external is a classification by ____.

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relationship

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1. Complete information on a particular end-user topic is usually organized together, in one document, organized in a ____ format.

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reference

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1. Computer software that helps a user enter, edit, format, store, and print text information is a ____.

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word processor

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1. Computer technology generally doubles in capacity every two ____.

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years

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1. Detailed steps for performing a task are generally described in which part of a document?

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Body

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1. Dissatisfied clients are more likely than satisfied clients to ____.

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contact the help desk repeatedly for assistance

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1. Documentation that describes the steps to perform a task or a checklist of steps is ____.

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...

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1. Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system?

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information costs

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1. During the development of a first draft, a technical writer is probably least concerned with ____.

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correct spelling

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1. Effective communication skills are based primarily on a support agent's ability to ____.

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any of these

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1. Effective communication skills are important primarily to support agents who communicate ____.

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any of these

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1. Employees who provide informal peer support to other users in an organization ____.

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often have little or no training in user support

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1. Excellent customer service in a support organization is based primarily on which of these factors?

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both A&B

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1. Experienced computer users who need information on advanced topics are likely to need a ____.

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reference manual

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1. Fine lines that extend from the top and bottom of a font's letters are called ____.

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serifs

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1. In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?

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A way to hang up on abusive users

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1. In a troubleshooting situation, a modem failed to work when a new Internet browser program was installed. Which of these critical questions would likely lead a troubleshooter to the source of the modem failure?

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Has the modem ever worked?

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1. In creative thinking, a hypothesis is usually based on a ____.

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mental model

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1. In order to make effective use of a new or upgraded computer system, a user may require ____.

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training

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1. Incidents that involve complaints ____.

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are a valuable source of feedback and suggestions about products

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1. Incomplete coverage of a topic violates which of these four writing criteria?

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mechanics

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1. Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.

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too fast

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1. KSA stands for ____.

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knowledge, skills, and abilities

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1. Making an illegal copy of a software program is called ____.

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piracy

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1. Mass-market application software and personal computer operating systems became available in the ____.

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1980's

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1. Metacognition involves a troubleshooter asking all of these questions except ____.

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What recent change in configuration caused the user to experience a problem?

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1. One measure of whether a support agent understands a problem is that he or she can express the user's problem in ____.

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the support agent's own words

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1. Peripheral devices are part of a computer system's ____.

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hardware

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1. Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.

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a thread

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1. Rebooting a system in an attempt to fix a problem is an example of which problem -solving strategy?

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Look for an obvious solution.

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1. Reinstalling a software package to fix a problem with an inoperative program is an example of which troubleshooting strategy?

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Module replacement

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1. Remote access to a user's PC can be implemented with a ____.

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virtual private network

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1. Root cause analysis is an iterative process that asks a series of ____ questions.

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why

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1. Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called ____.

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carpal tunnel syndrome

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1. Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ____.

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an emphasis on collaboration and communication among users

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1. The Myers-Briggs Type Indicator (MBTI) measures ____.

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personality and work style preferences

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1. The U.S. Bureau of Labor Statistics forecasts that the number of computer and network support specialist positions in the United States will grow at about ____ percent over the next 10 years.

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...

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1. The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.

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increase significantly

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1. The ability to step back from a troubleshooting situation and analyze one's own thinking process is called ____.

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metacognition

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1. The cognitive skills a troubleshooter uses to understand and explain an event or a situation are called ____.

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critical thinking

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1. The concept that a listener is an involved participant in the communication process is called ____.

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active listening

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1. The concept that similar items should be handled consistently throughout a document is called ____.

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parallel structure

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1. The content criterion of good technical documentation is primarily concerned with which of these questions?

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Is the information accurate?

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1. The first PCs were used in businesses and homes in the ____.

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1970's

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1. The intended audience of a document is generally described in the ____.

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introduction

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1. The most effective strategy for using a script is to ____.

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restate the script in your own words

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1. The position description for the Level 1 Help Desk Agent in this chapter illustrates that ____.

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it is impossible for one employee to do all the tasks on a position description

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1. The process of unpacking, setting up, and configuring a new computer system for a user is ____.

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system installation assistance

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1. The purpose of support standards is to accomplish all but which of the following?

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Expand supported products

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1. The sentence "Development of software is not a frequent user support function." is an example of ____.

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...

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1. The sentence "I know I saw the information I need in this document, but now I can't find it." violates which of these four general writing criteria?

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organization

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1. The sentence I want to confirm that, with the changes we made to your software, you can now enlarge the font in your document. is an example of ____.

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passive

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1. The user support staff is most likely to experience conflict with the IT department over ____.

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verification

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1. Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.

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application software development

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1. Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.

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computer crimes

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1. Tools a troubleshooter uses to get a description of a computer problem, learn a user's perspectives on the problem, and explain the solution to the user are called ____.

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communication skills

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1. Troubleshooting computer problems can best be described as a(n) ____.

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iterative, repetitious procedure

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1. Under normal circumstances, the body of a document should be formatted in a ____ typeface.

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script

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1. Use of a computer to gain unauthorized access to information about a customer, patient, or student is called ____.

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an invasion of privacy

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1. Viewing a system as a group of subsystems begins the search for a problem at ____.

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any of these starting points

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1. Ways in which the current problem is similar to other problems are called ____.

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analogies

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1. What is the sequence of these steps in the technical writing process? A) Proofread the document. B) Generate a list of ideas. C) Arrange for an outside reviewer. D) Write a first draft.

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ABCD

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1. When a sequence of facts or steps is described, technical writers try to avoid which of these?

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narrative passage

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1. When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

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the support agent will research the question and get back to the user

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1. When a troubleshooter must select from among several diagnostic tests to gather information about a problem, the selection is based on ____ skills.

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decision making

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1. When a troubleshooter tries to print a page on a printer that a user says no longer prints, the troubleshooter is using which problem-solving strategy?

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Attempt to replicate the problem.

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1. When choosing alignment for a paragraph of text, the easiest to read is ____ text.

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left aligned

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1. When one hardware device conflicts with another device's use of system resources, the problem can often be diagnosed effectively by ____.

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examining the configuration

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1. When there is a current state of events X and a future desired state of events Y, and the troubleshooter's objective is to move from X to Y, the troubleshooting activity is called ____.

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a goal state

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1. Whether to use the form Plug-n-Play or Plug-and-Play in a document would likely be specified in a ____.

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...

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1. Which of these answers is least descriptive of the information on a Web page?

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...

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1. Which of these categories of computer software can add thousands of dollars to the cost of a computer system?

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Specialized software

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1. Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?

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Workers in offices who work with information

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1. Which of these devices is not a peripheral?

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Internal memory

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1. Which of these forms of documentation often contains hyperlinks to related topics?

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Online help systems

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1. Which of these forms of knowledge bases is the least interactive?

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vendor manuals

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1. Which of these is an advantage of outsourcing as a way to provide user support?

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Outsourcing takes advantage of expertise a company does not have.

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1. Which of these is least likely to be a purpose of proofreading the final draft of a document?

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Check for page break problems.

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1. Which of these is not a characteristic of technical writing?

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...

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1. Which of these is not a primary reason why the growth in the demand for user support workers has declined since the 1990s?

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The United States experienced economic recessions and higher unemployment in the 2000s.

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1. Which of these is not a primary strategy for a support organization that aims for customer service excellence?

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Meet all of a client's demands.

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1. Which of these is not a recommended incident management strategy for support agents?

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Don't admit that you're wrong or don't know.

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1. Which of these is not a service you would expect of a help desk or hotline?

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Operate a local area network

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1. Which of these is not normally part of an explanation to a user?

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A description of the various alternatives the support agent considered to find a solution

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1. Which of these is not one of the four goals of incident management?

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Complete the incident in the least amount of time possible.

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1. Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?

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Increase in the cost of large-scale computer systems

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1. Which of these personal characteristics of successful troubleshooters is the most important?

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All of these are important characteristics.

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1. Which of these responsibilities would you least expect to find in a position description for a user support specialist?Troubleshoots problems Recommends product standards Operates a large-scale computer Installs hardware and software

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Operates a large-scale computer

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1. Which of these responsibilities would you least expect to find in a position description for a user support specialist?Analyzes user requirements Trains users Writes documentation Writes computer programs in COBOL

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Writes computer programs in COBOL

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1. Which of these sequences is the order of the following steps in the iterative problem-solving process? A) Formulate and test a hypothesis. B) Collect information. C) Analyze the results. D) Consider alternative explanations.

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ABCD

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1. Which of these software packages includes features to present graphical information?

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all of these

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1. Which of these software packages is likely to be the most expensive?

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Computer-aided design package

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1. Which of these types of documents is often used to describe the steps to install a software package?

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user guide or manual

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1. Which of these types of documents is primarily intended to catch the eye of the reader and promote an event?

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Brochure or flyer

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1. Which of these was not a primary characteristic of computer use in the 1950s and 1960s?

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Served as an Internet host computer

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1. Which type of nonverbal behavior is suggested for effective voice quality?

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all of these

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1. Which type of nonverbal behavior is the least effective posture for support agents?

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fold arms

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1. Widespread use of the Internet by business and home users first occurred in the ____.

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1980's

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1. ____ is not one of the five critical questions suggested in the chapter.

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How much experience do you have using this system?

ITE 180: a Scripts, Technical Documentation, Diagnostic Software Tools – Flashcards

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