ch 1,2,3,4 study deck

Question 1

beta test

Answer 1

outside review of a technical document

Question 2

blog

Answer 2

is a personal online journal that is frequently updated and intended for general public consumption

Question 3

brainstorming

Answer 3

A method used to generate a list of potential ideas or topics

Question 4

communication

Answer 4

conflicts, face to face, greeting, listening and reading carefully, nonverbal behaviors,

Question 5

dangling phrase

Answer 5

an expression at the end or beginning of a sentence that adds little to the meaning of the sentence

Question 6

empathy

Answer 6

is an understanding of and identification with another person’s situation, thoughts,and feelings

Question 7

incident management

Answer 7

1. provide user with the information he or she needs
2. manage stress levels for both the user and support agent
3. ensure that the incident progresses from start to finish in an effective way
4. make the user more self reliant

Question 8

ergonomics

Answer 8

the study of how to design a workplace that promotes user health, safety, and productivity

Question 9

idiom

Answer 9

a word or phrase whose meaning is different from the literal meaning of the separate words in a phrase

Question 10

technical accuracy test

Answer 10

an edit pass through a draft in which a writer tests any procedural or technical steps in a document by performing them with the technology; helps reduce errors in step-by-step instructions or other yechnical information

Question 11

help desk provide

Answer 11

a single point of contact for users in need of support services

Question 12

myers-briggs

Answer 12

a personality analysis commonly used in business and industry to identify worker personality and work style preferences

Question 13

reference format

Answer 13

a document organizational style that pulls together all the information on a specific topic in a single page, section, or chapter

Question 14

hypothesis testing

Answer 14

formulating a hypothesis about the cause of a problem and designing an experiment (test) that will prove or disprove the hypothesis

Question 15

metacognition

Answer 15

the ability to think about thinking;the ability of a troubleshooter to step back from a problem-solving situation and analyze his or her thought process

Question 16

cost of a computer system over a period of years

Answer 16

TCO-total cost of ownership

Question 17

module replacement

Answer 17

a problem-solving strategy that involves replacing a hardware or software component whose operational status is unknown with a component that is known to work

Question 18

problem solving

Answer 18

look for a simple, obvious solution
attempt to replicate the problem
examine the configuration
initiate a root cause analysis
view a system as a group of subsystems
use a module replacement strategy
apply a hypothesis-testing approach
restore a base configuration

Question 19

troubleshooting tools

Answer 19

communication
    basic listening
    active listening
    probes
    critical questions
    explanations
    verification
information resources
    personnel experience
    scripts and checklist
    knowledge bases
    coworkers and professionals
    social media
    RSS feed

Question 20

support agent

Answer 20

help desk support or troubleshooter

Question 21

troubleshooter

Answer 21

help desk support or support agent

Question 22

plagiarizing

Answer 22

the act of using someone else’s documentation and not giving them the credit

Question 23

MOST user support staff members receive on-the-job training and continuing education?

Answer 23

True

Question 24

computer peripheral

Answer 24

anything connecting to the computer

Question 25

reasons new or upgraded hardware or software do not operate correctly

Answer 25

did not check capability list no driver corrupted driver upgrade corrupted

Question 26

technical writing

Answer 26

uses short, declarative sentences, brief phrases, and list most important point at beginning should be concise, not cryptic not humorous

Question 27

common documentation for a technical documentation

Answer 27

Sequential- steo by step | Hierarchical- flows from top to bottom

Question 28

outside review of a technical document

Answer 28

like a beta test of a new document.

Question 29

organization when it comes to writing criteria

Answer 29

``` INTRODUCTION purpose of the document who are the intended readers of the document why read the document BODY specific task steps common problems users encounter SUMMARY review of the main points links or references to additional information ```

Question 30

a task that a worker can either perform or not perform is called....

Answer 30

essential knowledge

Question 31

distributed computing links

Answer 31

a computing environment in which the needs of the organization and its workers determine the location of computer resources

Question 32

diagnostic software tools

Answer 32

``` remote access team viewer logmein rapidassist pcanywhere gotomypc ```

Question 33

dissatisfied customers

Answer 33

lengthy support incidents repeated callbacks or help desk contacts complaints and ill-will that are often communicated to potential clients, incidents that need to be rerouted to a higher-level support agent or manager product returns and requestes for a refund