WCPS Acceptable Use Policy
Companies utilize AUPs or Acceptable Use Policies to clearly define what is or is not acceptable for users to do while utilizing their network. These policies are put in place to help mitigate risks to the organizations infrastructure, and equipment.
A school system usually has many restrictions put in place for the protection of it's organization, but also for the protection of its students.
The AUP for Washington County Public Schools has several actions that are not allowed:
1. Can't use the system for commercial purposes. This means purchasing items from amazon or ebay for personal use, this also applies to services that would be personally used.
2. Users can't employ the system for lobbying or other political activities. This means the system can't be used to rally behind a cause or candidate.
3. User's aren't permitted to post any personal information to any website.
4. No harassment of other individuals.
5. No P2P connections, or downloading of unapproved content.
The WCPS aside from these things seem to allow the use of the systems for anything pertaining to furthering the education of their students. The rest of the rules implemented closely match those in the AUP for the university of Oregon. The WCPS AUP seems more locked down simply for the fact that it's dealing with allowing minors to access their system and they don't want to risk exposing them to anything unnecessarily.
One area that is interesting to note is that Oregon allows the use of the school network for personal use as long as it does not interfere with the operation of the university. The WCPS AUP specifically prohibits the use of the network and equipment for anything personal. Users at WCPS aren't permitted to check personal email, social websites, or even news sites that don't pertain to an educational objective.
Sunday, April 28, 2013
Activity 8-1
Kindle Fire vs. iPad Mini
1. Which criteria are used to compare the products?
This website uses many different criteria to compare the products, the criteria include: price, screen size, resolution, pixels, pixel density, wi-fi capability, processor, device storage, sensors, HD camera, content, interoperability, social apps, email support, web browser, x-ray for movies, Kindle Free Time, Kindle Owners' Lending Library.
2. What additional criteria could have been used?
Some of the additional criteria that could have been used is the cellular data, battery life, power consumption, and warranty information.
3. Describe the evaluation method used to do the product comparisons.
The evaluation method used in the product comparison is a side by side, component to component evaluation. It is a very basic comparison with just the features and abilities of each device.
4. Did the method(s) produce an objective or subjective result?
The most important thing to notice about this product comparison is that it's performed by Amazon, i.e. the people wanting you to buy a Kindle. The result is a very subjective product comparison. The comparison examines many of the features exclusive to the Kindle but doesn't show any of the features exclusive to the iPad mini.
5. Do you agree with the results? Why or Why not?
The results of this product comparison are honestly subject to personal preference and what you are utilizing the device for. This comparison shows that the Kindle is the better buy. That may in fact be the case for certain individuals. However, personally I find the inter-connectivity of Apple devices, along with their capabilities to be superior to the Kindle. The Kindle has very limited options as far as increasing the size of the memory, cellular data, and they offer fewer apps than Apple. That being said, another user who doesn't have a need for cellular data, or doesn't own additional Apple devices may find the iPad unnecessarily higher in cost, and favor the Kindle Fire HD.
1. Which criteria are used to compare the products?
This website uses many different criteria to compare the products, the criteria include: price, screen size, resolution, pixels, pixel density, wi-fi capability, processor, device storage, sensors, HD camera, content, interoperability, social apps, email support, web browser, x-ray for movies, Kindle Free Time, Kindle Owners' Lending Library.
2. What additional criteria could have been used?
Some of the additional criteria that could have been used is the cellular data, battery life, power consumption, and warranty information.
3. Describe the evaluation method used to do the product comparisons.
The evaluation method used in the product comparison is a side by side, component to component evaluation. It is a very basic comparison with just the features and abilities of each device.
4. Did the method(s) produce an objective or subjective result?
The most important thing to notice about this product comparison is that it's performed by Amazon, i.e. the people wanting you to buy a Kindle. The result is a very subjective product comparison. The comparison examines many of the features exclusive to the Kindle but doesn't show any of the features exclusive to the iPad mini.
5. Do you agree with the results? Why or Why not?
The results of this product comparison are honestly subject to personal preference and what you are utilizing the device for. This comparison shows that the Kindle is the better buy. That may in fact be the case for certain individuals. However, personally I find the inter-connectivity of Apple devices, along with their capabilities to be superior to the Kindle. The Kindle has very limited options as far as increasing the size of the memory, cellular data, and they offer fewer apps than Apple. That being said, another user who doesn't have a need for cellular data, or doesn't own additional Apple devices may find the iPad unnecessarily higher in cost, and favor the Kindle Fire HD.
Activity 7-9
For this assignment I created a survey sent in regards to the following scenario:
Monday morning at 9:00 am you came into work and sat down at your computer. You logged in and found that, while one of your monitors was functioning, the other would not power on. You can complete your job duties with a single monitor, however it makes things more difficult. You immediately place a call to the help desk where you explain the problem to a representative. They determine that the problem cannot be fixed via troubleshooting on the phone and they inform you they will have to create a ticket in the queue for the on-site technician. They inform you the technician will contact you shortly to help resolve the issue. At 9:15 am, Matt the on-site technician stops by your desk and attempts to troubleshoot the faulty monitor after ten minutes he determines the monitor has died and needs to be replaced. He informs you he has to go back to his office to get a replacement monitor and will return to set it up as soon as possible. At 9:40 am Matt returns with the replacement monitor. He removes the old monitor and cables and replaces them with new monitors and cables. Matt verifies that the display settings are correctly configured and that it works to your satisfaction before leaving. After he's gone you realize that everything is working great, however, Matt failed to complete the wire maintenance and you have two messy wires hanging beneath your desk.
http://www.surveymonkey.com/s/CCDN6P5
The survey asked several questions:
1. How well did the technical support representatives at City IT listen to you?
2. How quickly did the technical support representative at City IT help you?
3. Was your experience with technical support at City IT better than you expected it to be, worse than you expected it to be, or about what you expected it to be?
4. How well do the technical support representatives at City IT solve your problems?
5. What could the technical support staff at City IT do to improve your experience?
6. What was the reason for your most recent call to the support desk?
7. Any additional comments?
The responses to the survey are now in and the results are rather interesting. Everyone in the group said that City's IT representatives listen very well. In regards to the speed at which the problem was handled, one person felt it was extremely quick, two people felt it was very quick, and one person felt it was only moderately quick. With this result I think the City IT department may need to look at the expectations of their customers as to what an acceptable response time would be. In response to the question about how the experience was the majority of people said that it only slightly better or what they expected. This means that the IT department needs to examine what it can do to exceed the expectations of their customers. When asked how well did the representative solve your problem everyone answered moderately well to extremely well. This means that while the problem was solved there could have been more done. When asked what the representative could have done to improve the experience most said he needed to finish the cable management. As an organization it's important to make sure the representatives are going the extra mile to finish the job correctly.
This survey would be extremely helpful in gathering insight in what to do to improve the customer opinion of the City IT department. In this situation we see that the company is meeting expectations however, they are not exceeding them.
Monday morning at 9:00 am you came into work and sat down at your computer. You logged in and found that, while one of your monitors was functioning, the other would not power on. You can complete your job duties with a single monitor, however it makes things more difficult. You immediately place a call to the help desk where you explain the problem to a representative. They determine that the problem cannot be fixed via troubleshooting on the phone and they inform you they will have to create a ticket in the queue for the on-site technician. They inform you the technician will contact you shortly to help resolve the issue. At 9:15 am, Matt the on-site technician stops by your desk and attempts to troubleshoot the faulty monitor after ten minutes he determines the monitor has died and needs to be replaced. He informs you he has to go back to his office to get a replacement monitor and will return to set it up as soon as possible. At 9:40 am Matt returns with the replacement monitor. He removes the old monitor and cables and replaces them with new monitors and cables. Matt verifies that the display settings are correctly configured and that it works to your satisfaction before leaving. After he's gone you realize that everything is working great, however, Matt failed to complete the wire maintenance and you have two messy wires hanging beneath your desk.
http://www.surveymonkey.com/s/CCDN6P5
The survey asked several questions:
1. How well did the technical support representatives at City IT listen to you?
2. How quickly did the technical support representative at City IT help you?
3. Was your experience with technical support at City IT better than you expected it to be, worse than you expected it to be, or about what you expected it to be?
4. How well do the technical support representatives at City IT solve your problems?
5. What could the technical support staff at City IT do to improve your experience?
6. What was the reason for your most recent call to the support desk?
7. Any additional comments?
The responses to the survey are now in and the results are rather interesting. Everyone in the group said that City's IT representatives listen very well. In regards to the speed at which the problem was handled, one person felt it was extremely quick, two people felt it was very quick, and one person felt it was only moderately quick. With this result I think the City IT department may need to look at the expectations of their customers as to what an acceptable response time would be. In response to the question about how the experience was the majority of people said that it only slightly better or what they expected. This means that the IT department needs to examine what it can do to exceed the expectations of their customers. When asked how well did the representative solve your problem everyone answered moderately well to extremely well. This means that while the problem was solved there could have been more done. When asked what the representative could have done to improve the experience most said he needed to finish the cable management. As an organization it's important to make sure the representatives are going the extra mile to finish the job correctly.
This survey would be extremely helpful in gathering insight in what to do to improve the customer opinion of the City IT department. In this situation we see that the company is meeting expectations however, they are not exceeding them.
Sunday, April 7, 2013
Activity 7-3
Over the course of my time employed in the information technology field I have developed many valuable skills and abilities. From my first job in the information technology field I was able to utilize my customer service and management experience to successfully manage and maintain the day to day operation for a small information technology business. During my time there I was also able to develop skills in technical troubleshooting, hardware and software installation, and basic computer maintenance. I was able to use my occupation to gather hands on experience with home users and small business owners in an technical support role. This career then afforded me the opportunity to take the skills I learned and apply them to several other information technology companies. I currently work as a technician in a medical facility where I am able to utilize all the skills I have gathered on a daily basis. Despite my current occupation I wished to further enhance my knowledge and abilities in the information technology field with an end goal of becoming a network administrator in a medical facility. In order to accomplish this goal there are several steps I am in the process of completing. My growth plan consists of the following goals:
- Completion of my Bachelor's Degree in Network Administration
- Completion of my Associates Degree Networking Technology
- Completion of my A+ Certification
- Completion of my CompTIA Security+ Certification
- Completion of my C+ Certification
- Completion of Cisco Certifications
Sunday, March 3, 2013
Ch5 DQ: 7
A manager commented at a support staff meeting, "What you know about how to solve computer problems is less important than the skills you have to locate information." Do you agree or disagree?
This is one of those broad statements that tends to draw a line right down the center of two opposing views. As someone who was mostly self-taught in the information technology field I would tend to agree with this opinion on a very basic level. The idea that being that with the abundance of information at our fingertips now, the majority of problems we face in the support field have answers published somewhere. I feel that in the course of troubleshooting if I can't figure it out on my own in a timely fashion it's equally as important for me to know where to go to find the solution to the problem. With that in mind knowing where to look for an answer and knowing how to fix something are two entirely different things.
The problem with the manager's statement is that it minimizes the importance of education, skills and experience necessary to work in the technical support field. The manager is essentially telling his team that a group of skilled researchers could come in and do just as good, if not better, work than a team of skilled technicians. I don't agree with this. I think practical knowledge of troubleshooting, and knowledge of where to seek information from go hand in hand. As I said before I am mostly self taught in the technical support field and I have become a skilled technician based on my ability to go and seek out answers and information. That being said my skills in locating information are the same now as the day I began and I would say the skills I have picked up in technical support or troubleshooting have made me a much stronger technician. I would say that my skills in solving computer problems are vastly more important than my ability to locate information. When I apply for a job they don't ask me if I am certified in locating information, even though it's a part of my job, I'm expected first and foremost to have the skills necessary to solve computer problems. It's important to realize that, as I said before, the two things go hand in hand. Knowing how to fix the problem is the best, but if you don't know how, the next best thing is being able to know how to find out. I would trade my troubleshooting experience and education for all the research skills in the world because in this field one without the other is worthless.
This is one of those broad statements that tends to draw a line right down the center of two opposing views. As someone who was mostly self-taught in the information technology field I would tend to agree with this opinion on a very basic level. The idea that being that with the abundance of information at our fingertips now, the majority of problems we face in the support field have answers published somewhere. I feel that in the course of troubleshooting if I can't figure it out on my own in a timely fashion it's equally as important for me to know where to go to find the solution to the problem. With that in mind knowing where to look for an answer and knowing how to fix something are two entirely different things.
The problem with the manager's statement is that it minimizes the importance of education, skills and experience necessary to work in the technical support field. The manager is essentially telling his team that a group of skilled researchers could come in and do just as good, if not better, work than a team of skilled technicians. I don't agree with this. I think practical knowledge of troubleshooting, and knowledge of where to seek information from go hand in hand. As I said before I am mostly self taught in the technical support field and I have become a skilled technician based on my ability to go and seek out answers and information. That being said my skills in locating information are the same now as the day I began and I would say the skills I have picked up in technical support or troubleshooting have made me a much stronger technician. I would say that my skills in solving computer problems are vastly more important than my ability to locate information. When I apply for a job they don't ask me if I am certified in locating information, even though it's a part of my job, I'm expected first and foremost to have the skills necessary to solve computer problems. It's important to realize that, as I said before, the two things go hand in hand. Knowing how to fix the problem is the best, but if you don't know how, the next best thing is being able to know how to find out. I would trade my troubleshooting experience and education for all the research skills in the world because in this field one without the other is worthless.
Case Study 5: OEM vs Refilled Cartridges
What are the relative costs of OEM versus refilled cartridges for a typical printer?
When discussing parts it's important to remember that OEM parts are always going to be more expensive. We currently utilize the HP 4014n series printers in most of our departments. New OEM cartridges on average cost about $150.00, occasionally they will cost a little more or less depending on who we purchase them from. A refilled or generic cartridge can normally be purchased for less than $100.00. With the amount of printing we generally do these savings can add up greatly over time
What factors other than cost should be considered in making a decision about OEM versus refilled cartridges? What are the pros and cons in this decision?
It is important to remember that the OEM cartridges are manufactured specifically for optimal use in their designated printers and the refilled or generic cartridges can come with some risks as they are not the exact product intended to work with that specific unit. One of the biggest factors when dealing with refilled cartridges is the quality of the ink and the lifespan of the cartridge that is being refilled. If the ink is of lower quality the internal components of the printer run the risk of being damaged. Rollers and fusers can become damaged or dirtied to the point where they are unable to be used or repaired. It can also cause the printouts to be illegible or easily smeared. Another factor to consider is that many refilled units tend to leak due to the way they must be refilled, and they usually do not carry any performance guarantee.
When discussing parts it's important to remember that OEM parts are always going to be more expensive. We currently utilize the HP 4014n series printers in most of our departments. New OEM cartridges on average cost about $150.00, occasionally they will cost a little more or less depending on who we purchase them from. A refilled or generic cartridge can normally be purchased for less than $100.00. With the amount of printing we generally do these savings can add up greatly over time
What factors other than cost should be considered in making a decision about OEM versus refilled cartridges? What are the pros and cons in this decision?
It is important to remember that the OEM cartridges are manufactured specifically for optimal use in their designated printers and the refilled or generic cartridges can come with some risks as they are not the exact product intended to work with that specific unit. One of the biggest factors when dealing with refilled cartridges is the quality of the ink and the lifespan of the cartridge that is being refilled. If the ink is of lower quality the internal components of the printer run the risk of being damaged. Rollers and fusers can become damaged or dirtied to the point where they are unable to be used or repaired. It can also cause the printouts to be illegible or easily smeared. Another factor to consider is that many refilled units tend to leak due to the way they must be refilled, and they usually do not carry any performance guarantee.
OEM Pros
Quality of ink tends to be higher
Comes with a service guarantee
Intended specifically for use in your machine
Has new, clean components that makeup the cartridge
Quality of prints tends to be higher
OEM Cons
More expensive
Refillable Pros
Relatively inexpensive
Comparable quality to OEM cartridges
Environmentally friendly
Refillable Cons
Usually do not have a service guarantee
Ink tends to leak
Potential damage can be caused to the printer
Do some printer manufacturers discourage printer users from purchasing refilled cartridges? How?
Most printer manufacturers discourage the use of refilled cartridges. HP, Cannon, and Lexmark all do not recognize refilled cartridges. The microchip sensors that communicates the ink levels with the printer are unable to be reset once the cartridge has been expended the first time these leads to the printer not recognizing the cartridge as full and constantly giving errors warning the ink is low. Most manufacturers also state that the use of refilled cartridges void the manufacturers warranty of the printer due to the potential harm than can come to the printers internal components by using lower quality ink.
How might the purchase and use of refilled printer cartridges impact the work of the support team? Are users in book production likely to experience increased problems with refilled cartridges that will result in more incidents for the user support team?
Refilled printer cartridges have the ability to create many potential problems. Ink spillage in the printer or lower quality ink on the internal components can cause the rollers and fusers to become damaged or dirtied to the point where they are no long able to be used. The holes put into the cartridge to refill it can lead to plastic pieces in the ink that can damage the cartridge and the printer. The bottom line here is that OEM cartridges are safer and come with fewer potential problems. When problems do occur they can usually be fixed by the support team quickly or they are covered under the manufacturers warranty. By using refilled cartridges the problems become more complex, time consuming, and generally won't be solved by the manufacturer.
Users in book production are likely to experience problems with cartridges that are refilled due to the quality of the ink and the cartridge in tandem with the amount of printing taking place. To cut down the potential for incidents that require the user support teams attention it would be in the best interest to continue using OEM cartridges.
Sunday, February 17, 2013
Ch3-Compliant Script
Ergotronics is a company that specializes in ergonomic electronic devices such as keyboards and mice. The company offers a wide range of products tailored for comfort and functionality. One of the latest products offered is the K3210. The K3210 is a wireless, ergonomic "wave" keyboard with padded wrist rest, and quick launch buttons for the most common tasks. The K3210 has been in production for just over six months. The mouse uses a USB dongle to communicate wirelessly with the computer. The keyboard is powered by four AA batteries. Ergotronics has recently started to receive many complaints about the K3210. The engineers have requested we develop a script for generating answers about the issues with the product. Below is the script that Ergotronics is going to put into effect.
Hello, thank you for calling Ergotronics. My name is (insert your name). May I have you name please?
And may I have a telephone number in case we get disconnected?
Thank you for that information. How may we assist you today?
May I have the model of the product? The model number should be listed on the back side of the keyboard just below the battery compartment. The model number will begin with a K or KB.
Very good, thank you. I'm sorry that you are experiencing problems with your keyboard. When did you first start to experience the issue?
Is the issue happening intermittently or constantly?
When you look at the keyboard, on the right side there is a battery power indicator. Is indicator showing any light?
Have you attempted to replace the batteries?
If "no": I would recommend first attempting to replace the batteries as insufficient power could be causing the issue.
Have you connected the wireless USB dongle to one of the USB ports on your computer?
If "no": Please locate and connect the dongle to ensure a connection between the computer and the keyboard.
If "yes": Have you attempted to use an alternate USB port?
Are you experiencing issues with all the keys not functioning or only the quick launch keys?
If you go to the lower right corner of your screen you should see a KB logo in your quick launch bar. You may need to first click the upward facing arrow to display your quick launch icons. Once you've found the KB logo please right click and select 'Check for Driver Updates'.
Once the driver update is complete: Are you still experiencing issues with your keyboard?
If "no": Thank you for calling Ergotronics. We appreciate your business. If you have any further issues please don't hesitate to contact us again. Thank you, have a nice day.
If "yes": "Would you be able to hold for one moment while I transfer you to another representative who will be able to further assist you in resolving the issue? Thank you.
Hello, thank you for calling Ergotronics. My name is (insert your name). May I have you name please?
And may I have a telephone number in case we get disconnected?
Thank you for that information. How may we assist you today?
May I have the model of the product? The model number should be listed on the back side of the keyboard just below the battery compartment. The model number will begin with a K or KB.
Very good, thank you. I'm sorry that you are experiencing problems with your keyboard. When did you first start to experience the issue?
Is the issue happening intermittently or constantly?
When you look at the keyboard, on the right side there is a battery power indicator. Is indicator showing any light?
Have you attempted to replace the batteries?
If "no": I would recommend first attempting to replace the batteries as insufficient power could be causing the issue.
Have you connected the wireless USB dongle to one of the USB ports on your computer?
If "no": Please locate and connect the dongle to ensure a connection between the computer and the keyboard.
If "yes": Have you attempted to use an alternate USB port?
Are you experiencing issues with all the keys not functioning or only the quick launch keys?
If you go to the lower right corner of your screen you should see a KB logo in your quick launch bar. You may need to first click the upward facing arrow to display your quick launch icons. Once you've found the KB logo please right click and select 'Check for Driver Updates'.
Once the driver update is complete: Are you still experiencing issues with your keyboard?
If "no": Thank you for calling Ergotronics. We appreciate your business. If you have any further issues please don't hesitate to contact us again. Thank you, have a nice day.
If "yes": "Would you be able to hold for one moment while I transfer you to another representative who will be able to further assist you in resolving the issue? Thank you.
Activity 2-6: Evaluating my communication skills
I visited Optimalthinking.com and took the communication assessment. According to their assessment my communication skills are in the average range. I am making moderate use of my talents and abilities but I am functioning well below my potential. I would say I have to disagree with this skills rating as the questions don't really account for many different aspects of communicating with other people. Below I've listed the questions which I responded either "sometimes" or "rarely"
I optimize other suboptimal thoughts, feelings and behaviors. Sometimes
I respond optimally even when I am ready to explode. Rarely
I deal optimally with those who complain, criticize, blame and make excuses. Sometimes
I optimize communications with those who practice one-upmanship. Sometimes
I have issues with people being arrogant and rude, or trying to make themselves feel better by making someone else feel bad. I don't communicate well with those types of people because I don't wish to communicate with those types of individuals. I don't communicate well when I get angry. It's better for me to walk away from a situation rather than to allow myself to become so mad that I end up making a bad decision or saying something that I'll regret. I'm aware that I can't control the actions of others I can only control my actions and reactions. So when I experience issues that make me angry or I'm communicating with individuals who I find insufferable I need to find a way to either remove myself from the situation. In the course of my work I'll deal with individuals like this from time to time and when they start to get hostile or angry generally I'll tell them that I have to look into the situation further but that I or someone else will return to help them shortly. This allows me to leave a bad situation without losing my cool.
I optimize other suboptimal thoughts, feelings and behaviors. Sometimes
I respond optimally even when I am ready to explode. Rarely
I deal optimally with those who complain, criticize, blame and make excuses. Sometimes
I optimize communications with those who practice one-upmanship. Sometimes
I have issues with people being arrogant and rude, or trying to make themselves feel better by making someone else feel bad. I don't communicate well with those types of people because I don't wish to communicate with those types of individuals. I don't communicate well when I get angry. It's better for me to walk away from a situation rather than to allow myself to become so mad that I end up making a bad decision or saying something that I'll regret. I'm aware that I can't control the actions of others I can only control my actions and reactions. So when I experience issues that make me angry or I'm communicating with individuals who I find insufferable I need to find a way to either remove myself from the situation. In the course of my work I'll deal with individuals like this from time to time and when they start to get hostile or angry generally I'll tell them that I have to look into the situation further but that I or someone else will return to help them shortly. This allows me to leave a bad situation without losing my cool.
Sunday, February 10, 2013
Activity 2-11: Poor Communication Skills
An AT&T customer service horror story
A
CNET reporter learns some important lessons from AT&T: you don't
always need phone service to get DSL, and dealing with customer service
can be extremely frustrating.
What came first: the bad customer service or the hard-to-find deal?
I ask this for a reason: After more than three years of paying for AT&T phone service solely for the purpose of getting DSL, I have come to learn that the phone service is completely unnecessary. My aggravating (and embarrassing) path to that knowledge should serve as a lesson for companies in how not to do customer service if you want to retain your customers. It's also a valuable lesson for consumers, who have to stay vigilant in order to get the deal that's right for them.
Here's what happened: A few days ago I called AT&T for the umpteenth time to complain about my bill and, as usual, I mentioned my resentment over being charged for phone service I don't use because I have a mobile phone. After getting bounced to four different representatives, one of them said the words I've waited years to hear: "Do you want Internet only?"
I was then transferred to the Internet-only department, where someone took my order to cancel my phone service. Curious how long they've been offering DSL-only service, I searched the Web while I was on the phone and uncovered an article from November 2007 on our very own CNET News site entitled "AT&T quietly rolls out reasonably-priced unbundled DSL." Ouch. I also saw it on AT&T's Web site, which I didn't expect to offer me information that I couldn't have gotten from numerous calls to customer service rep.
OK, I should have been a more diligent consumer. Lesson learned. Nonetheless, it's not overly demanding to expect that someone at AT&T should have told me about the DSL-only service before that day--we're talking about 9 or 10 calls to customer service since spring 2007. So why didn't they?
I wasn't able to ask that question to the customer service rep who was helping me cancel my phone service because right around then we got disconnected and she didn't call me back. So I called AT&T again and was shuffled between several departments before getting to someone who could help me. I looked at the clock and realized that I had spent over an hour on the phone with AT&T.
When I asked why I was never told about this DSL-only service before, the rep said he didn't know. Annoyed that I had wasted so much time and energy on the phone with AT&T and frustrated at the notion that I had been charged for service I didn't need, I told him to cancel both my phone and DSL services.
Later that night an AT&T customer service manager called to discuss my decision to dump AT&T. I asked him why in my numerous calls to AT&T I was never told about the DSL-only option. Instead I was offered "low-use" phone line service, or they tried to get me to sign up for a U-verse package that works with the TV, another device I don't use at home. The manager's reply: "I don't know the specifics of the conversations." When I pressed him I was told, "I hear what you are saying, but there's not an obligation for us to advertise that service."
He then told me that the DSL-only service wasn't available when I had signed up. Later, an AT&T spokeswoman confirmed that was not accurate. AT&T began offering the service in my area in 2006.
The manager admitted my phone account showed "very minimal use" and noted that the last time I had used my landline was in May. (Ironically, that was when I still had an iPhone and couldn't get coverage on AT&T's wireless service while working from home, so I was forced to use my landline. I got rid of my iPhone shortly after that.)
I suggested to the manager that AT&T should repay me the $600 or so that I had spent on phone service over the years since I had barely used it. Instead, he offered to refund the amount I had paid since I last used the phone, which came to about $60.
Infuriated at the notion that I had been effectively forced to pay hundreds of dollars for a service I didn't need, I contacted an AT&T spokeswoman to get official comment. After spending two days diving into my account, she told me that the customer reps probably didn't mention DSL-only to me because they actually charge more for the unbundled service than they do for the bundled service. In other words I would be paying about $5 more for the so-called "naked" DSL, or DSL Direct.
Got that? They were doing me favor, even if they were inexplicably unable to tell me about it.
"We're not sure why it wasn't offered, but we're very sorry," AT&T spokeswoman Jenny Bridges said. "We're very sorry you've had this frustration."
She asked if I wanted to reconnect my DSL only and pay about $45 a month after taxes and fees. (New customers can pay $14.95 per month for a year, according to a promotion that the company began offering in August, she said.) I declined, explaining that after what I had gone through I would prefer to try another company.
I told her I was baffled at the customer service I had received. Any number of customer service reps could have halted my complaints and calls by telling me that there was a DSL-only service but it would cost me more than I was paying. I had mistaken incompetence for sneakiness.
While I am heartened to hear I didn't lose money by not knowing about the unbundled DSL service, I am amazed that AT&T's billing practices are so confusing and its customer service reps so unhelpful. I have an advantage as a reporter to be able to pick up a phone and (hopefully) get answers from a spokesperson. Other people don't have that leverage. And judging from an informal survey of friends and acquaintances, many people are surprised to learn that they don't need their AT&T phone service to get DSL.
After doing some digging into the unbundled DSL issue I think I see why the company wouldn't necessarily want to encourage customers to cancel their phone service.
Offering an unbundled DSL was a concession AT&T and Verizon made to the FCC in order to get approval to merge with SBC and Bell South (AT&T) and MCI (Verizon). They were only required to "offer" unbundled DSL, but there was no language in the agreements that they had to actually tell customers about the new offering.
"These companies continue to bundle services together to protect their legacy service, which is voice," said Joel Kelsey, a political adviser at the tech and media policy nonprofit Free Press, a frequent critic of telecommunications companies.
AT&T's landline service is in decline as mobile phone usage increases. So, desperate to stem the tide of phone service cancellations, AT&T is making phone-plus-DSL cheaper than DSL alone.
I asked AT&T spokeswoman Bridges if there was some technical reason the company needed to charge more for standalone DSL than for bundled service, or if it was merely an economic strategy. She admitted that it was the latter. "The bundle is what helps you get the better price," she said. Yes, it's counter-intuitive and it's terrible customer service to not explain it, but then, to paraphrase the comedienne Lily Tomlin: They're the phone company. They don't care. They don't have to.
Still, there are a few lessons learned in all this: If you are communicating with customer service at any carrier, be prepared to take good notes that you can refer to later if necessary. Ask for the customer service rep's name and direct phone number in case you get cut off. If you want something particular, ask directly if they have that service type or anything similar to it. Find out exactly how much more or less you will save or spend if you change your plan. And if you aren't satisfied with your service and it's not going to change, threaten to cancel your account. That is more likely to get results than anything else you could say.
So where does that leave me for Internet options? I've had people suggest Sonic.net, which offers DSL-only at prices starting at $18.95. Their customer service is excellent, according to Broadband Reports and several friends of mine. Another friend suggested I check out the Virgin MiFi wireless router, which offers unlimited access for $40 a month without requiring a contract. The hardware costs $150.
This story is just another entry in the poor communication field. Customer service representatives are so used to following a script that they forget they are dealing with real people and that their first responsibility is to service the customer. While I don't think the customer is always right, it's always important to listen to the customer to see how you can help to meet their needs. As a general rule I think the company should always be looking for a way to exceed the customers expectations and go above and beyond to help the customer out. This story just proves that sometimes as a customer we are merely a dollar sign to the company.
http://news.cnet.com/8301-27080_3-20017634-245.html
Ch3- Discussion Question/Reading Level
"If a technical writer has a choice of reading levels for a document (as measured by a readability index), it is preferable to aim for a reading level that is a little to high, rather than a little too low, which might insult the intelligence of your readers."
I think this statement definitely has the correct idea. While you never want to talk over someone's head it would be even worse to talk down to someone. The most important thing to remember when you are writing a document that needs to be followed is that if you set it at too low a reading index you will bore your readers and make them feel stupid, however if you set your reading index too high you will succeed at nothing but frustrating your reader and sounding pretentious. The idea with technical writing is to find the middle ground. Find a way to give readers all the details they need in as few technical terms and details as possible. Follow the proper techniques for technical writing, using short sentences that are free of jargon and unnecessary information. While it is important to make sure the document is clearly understood, that your point is conveyed, and is correct, it's even more important that you are able to reach your target audience by aiming neither too high or too low.
http://info.hurleywrite.com/bid/60715/Ensuring-Readability-in-Scientific-and-Technical-Writing
I think this statement definitely has the correct idea. While you never want to talk over someone's head it would be even worse to talk down to someone. The most important thing to remember when you are writing a document that needs to be followed is that if you set it at too low a reading index you will bore your readers and make them feel stupid, however if you set your reading index too high you will succeed at nothing but frustrating your reader and sounding pretentious. The idea with technical writing is to find the middle ground. Find a way to give readers all the details they need in as few technical terms and details as possible. Follow the proper techniques for technical writing, using short sentences that are free of jargon and unnecessary information. While it is important to make sure the document is clearly understood, that your point is conveyed, and is correct, it's even more important that you are able to reach your target audience by aiming neither too high or too low.
http://info.hurleywrite.com/bid/60715/Ensuring-Readability-in-Scientific-and-Technical-Writing
Tuesday, January 29, 2013
Activity 1-8: KSA's
The
Information Technology field is one of the fastest growing career industries in
the world right now. Everyone uses
computers, and unfortunately, or fortunately for us, not everyone is well
versed in the operation and the troubleshooting steps that need to be taken to
resolve some of today’s most common issues.
I have had the privilege of working for three different IT companies the
past ten years that have helped me gain the knowledge and skills necessary to
excel in the computer and user support field.
Through my first job I gained experience in office management, and
computer support for small businesses and home users. Through my second job I gained hands on
experience in large business and corporate support solutions as well as
help desk management. Finally, my current
job granted me experience in technical support in the medical field. All of my careers have allowed me to gain a
comprehensive knowledge that would be useful in most user support positions in
many different industries. I am
currently working on furthering my knowledge by earning my associates degree in
Network Administration. I am also in the
process of completing my Net+, Security+, and A+ certifications.
Some of my
qualifications are as follows:
Knowledge:
- Knowledge of server, desktop and laptop computers and their components.
- Experience with Mac, Linux, and Windows operating systems. Including Windows 98, XP, Vista, 7, and 8
- Knowledge in the use and maintenance of Microsoft Word, PowerPoint, Excel, Visio, Publisher, InfoPath, Outlook, SharePoint, OneNote, and Access
- Knowledge of Microsoft Windows Server 2003 and Server 2008
- Knowledge of image creation and deployment with Symantec’s Altiris, and Ghost
- Knowledge in Active Directory maintenance and management
- Knowledge in malware protection and removal
Skills:
- Key 51 words per minute with 96% accuracy
- Manage and deploy computer systems and software
- Have custom built more than 50 computer systems for various uses
- 5 years of experience troubleshooting Windows operating systems, computer components, and software
- 1 year experience with Cisco Call Manager and VPN
Abilities:
- Able to communicate clearly and effectively with customers and coworkers via email, phone, instant messaging, and face to face interactions
- Able to manage 6-10 personnel
- Ability to multitask, with strong organizational skills, and accomplish tasks in a timely fashion
- Able to work in a fast paced, constantly changing environment without losing quality of work
- Flexible and reliable when accommodating the needs of the business
In searching
for potential employers I was able to find a Techinical Support Analyst
position with the American College of Surgeons.
The position is a midlevel technical support career in Chicago, IL. I selected this position for several reasons,
first the location, my family’s goal has been when we complete our education to
move back to my hometown of Chicago.
Second, this position will allow me to further my skills that will
eventually lead to a position in Network Adminstration. The best thing about this position is that I
already have the knowledge, skills and abilities required. The company is asking for the ability to
provide individual assistance to users by troubleshooting PC hardware and
software problems, managing outlook and active directory accounts, coordinate
repair resolutions efforts with other IT staff members or outside vendors, as
well as several other skills.
This company
came highly recommended through several coworkers in the my current
occupation. Due to the large number of
staff and students the company is constantly growing and always opening new
positions within their IT department.
This leads me to believe this is the perfect career for me to pursue as
I work towards a position in Network Administration.
http://www.careerbuilder.com/JobSeeker/Jobs/JobDetails.aspx?APath=2.21.0.0.0&job_did=JHN6Z86NVL9YBWBFQGR&IPath=JRKV0C
Tuesday, January 22, 2013
Activity 1-4: Health Concerns
Computers
are part of our everyday lives. Most people,
no matter what their profession, deal with a computer or some sort of
technological device on a daily basis.
Though most careers come with their fair share of risks, we sometimes
forget the risks that stem from our use of computers. I interviewed three people who work with
computers every day, and asked them to list their top four health concerns that
come from working with computers. The
first person I interviewed was Carley.
Carley works for a call center doing troubleshooting for credit card
processing and uses computer every day.
Next, I interviewed Rennes. He
works as an I.T. technician for a local healthcare facility. Finally, I interviewed John who is also an
I.T. technician for a small technical support company. I recorded their top concerns and compiled
the information into a table.
|
Carley
|
Rennes
|
John
|
|
Eye Strain
|
Eye Strain
|
Eye Strain
|
|
Lower Back Pain
|
Carpel Tunnel
|
Headaches
|
|
Carpel Tunnel
|
Weight Gain
|
Carpel Tunnel
|
|
Weight Gain
|
Headaches
|
Lower Back Pain
|
During the interview process
I began to notice a pattern of very similar concerns from each individual. Eye strain and Carpel Tunnel were the two
concerns that all of the interviewees expressed concern about. However, I found that lower back pain, from
sitting in an office chair or crawling under a desk; headaches, from staring at
the screen or at small computer components; and weight gain, from sitting at a
desk all day we shared concerns by the interviewees as well. When I began the interview process I thought
I would see a few similarities but to see that at least two of the three
expressed the same concerns was stunning.
“No
matter what I do, I leave with a headache every day,” said Rennes. John told me, “The worst part of the job is
leaving work with a sore back. I go home
to my kids and feel like I’m 90 years old.
I can’t even get on the floor and play with them.” Carley said, “The last thing I want to do
when I get home is pick up my laptop or hop on the computer. My wrists are sore from the amount of typing I
do. When we work at such a fast pace to
keep up with incoming calls we are forced to type fast and the ‘proper
technique’ for typing goes right out the window.”
As
someone who works with a computer all day every day, I never really stopped to
think about the hazards of the job. Over
the course of the interviews I began to say to myself, “I experience that too.” It’s surprising to think about all the risks
that come from sitting in front of a computer, and even more surprising to see
how the majority of the complaints are all similar. The other similarity that we all seemed to
share was our agreement on the fact that ergonomic devices are often referred
to as the solution for many of the ailments tied to working with computer, when
in reality they tend to offer little to no relief. We all continue to work in these positions as
we try and do our best to deal with the discomfort and pains associated with the
use of a computer because as Rennes put it, “…it’s a small price to pay for
having a great job that isn’t going away anytime soon.”
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