1. DIT614 ~ Customer Support & Work skills CHAPTER 1 Introduction to End User Computing Prepared By : Suraya Alias

2. Historical Changes in Computer use DecadePrimary Types and Uses of Computer System 1950s and 1960s Early use of mainframe computers in large corporations Mainframe computers – large comp. system that processes huge volume of transactions, stores databases and act as a hub Data Processing Dept – department that handles/operates the company’s mainframe computer Batch processing – a collection of transactions (day, week, month) that were processed in a group Management Information System (MIS) Department – computer software that automates the preparation of reports for managers and employee 1970s First step to decentralization computing 1980s and 1990s The growth of decentralized computing Causes : 1. Application backlog 2. More knowledge workers 3. Inexpensive microcomputers 4. Inexpensive productivity software 5. Development of user-friendly GUI

3. Historical Changes in Computer use DecadePrimary Types and Uses of Computer System 1990s and 2000s The Era of Distributed and Network Computing Distributed Computing – an computing environment that determines the locations of the computer resources, such as network servers and mainframes Decentralized Systems – individual PCs on employees desk Data processing Dept has been renamed to Information System Department or IT Department

4. End user Classification Environment – home or personal users, corporate or organizational users Skill level – novice, unskilled, semiskilled, expert Principal Applications – Word, email, accounting Frequency of use – occasional, frequent, constant Features used – basic, intermediate, advanced Location – Internal, external Internal users – users/workers in an organization External users - users outside an organization, such as customers, software vendors, personal home users

5. Resources End Users need 1. Hardware 2. Peripherals 3. Hardware Upgrades and 4. Software and Software Upgrades 5. Supplies 6. Data Maintenance 7. Technical Support 8. Facilities, Administration, and Overhead

6. End users Application Software 1. Word Processing 2. Electronic Mail 3. Database Management 4. Graphics 5. Planning and Scheduling 6. Desktop Publishing 7. Educational Software and Computer Games 8. Mainframe Applications

7. Problems with End User Computing 1. Waste The use of money, time or resources that does not contribute directly to user’s productivity 2. Mistakes Careless end users with no proper training 3. Computer Crime Employee that accessed company’s info 4. Piracy Software theft that involves illegal copying, distribution or use 5. Invasion of Privacy Unauthorized users that exploits personal information

8. Problems with End User Computing 6. Loss of Data Users that does not backup data 7. Computer Virus Computer programs with malicious intent that can destroy information 8. Health Problems Carpal Tunnel Syndrome – severe hand, wrist pain due to overstraining use of computer Ergonomics – a field that study how to design a better workspace in terms of health, safety and productivity