1. Panayiotis Christodoulou

2. Objectives  How product and support standards emerged  •Common tools and methods support specialists use to evaluate and select computer products  •How organizations develop and implement product standards

3. Objectives  Basic strategies to perform user needs analysis and assessment  Major steps analysts undertake to analyze and assess a user’s needs  Common tools that aid support specialists in a user needs analysis project

4. Objectives  Major site preparation steps for computer installations  Important tasks to prepare an installation site  The purpose and contents of a site management notebook  Tools needed to install hardware  Steps to install and configure hardware  Steps to install and configure an operating system and network connection  Steps to install and configure applications software packages  Wrap-up tasks that installers often perform

5.  User support specialists are often responsible for installing end-user systems. The major steps involved in the installation of a system including site preparation, hardware installation and configuration, operating system installation and configuration, network connection, applications software installation and configuration, and site management. The checklists that are given in this chapter are generic and should be modified for specific situations.

6.  The first step in system installation is the preparation of the installation site. Many installers carry a checklist and examine the site before the scheduling the installation. A typical site installation checklist might look at such things as the space requirements for the system or workstation, what materials need to be stored near the computer, space constraints of the site, ergonomic issues, any ADA (Americans with Disabilities Act) or OSHA (Occupational Safety and Health Administration) issues or accommodations that are needed, the accessibility of the power supply and if it is adequate for the system, the need for power conditioning, telephone and network access, the need for air conditioning, potential lighting problems and the fire suppression system.

7.  The next step is to select the best location for system components. A system that has properly located components will be easy and efficient to use, will not cause discomfort for the user, and will ensure the physical safety of the system itself. The system unit is usually located within four to five feet of the user’s work area. If it has a small footprint, the number of square inches (length multiplied by width) of usable space the computer case occupies, a desktop system might be located on the desk surface for easy access to the floppy drive, CD ROM drive and other peripherals. If the desktop system has a large footprint or the user has a tower system it might be located on the floor in a place that cannot be accidentally kicked or bumped.

8.  The keyboard and mouse should generally be installed in a work area where the table or desktop surface is 26 to 28 inches from the floor for the average user. Most desks are 30 inches, which is often an uncomfortable position for most users. If a 30-inch office desk or table is the only possible keyboard location, it may be possible to adapt the keyboard height by either shortening the desk or table legs, adjusting the chair height so the user’s wrists are in a comfortable position or adding an adjustable keyboard shelf to the desk or table.  The monitor should be positioned so that the user can look straight ahead or slightly downward at the display screen. The user should not have to look up at the monitor.

9.  Unlike other system components, the printer does not have to be placed on the user’s desktop. A bookshelf or worktable would be a good location. The printer should be located where users have easy access to load paper, fix paper jams and change ribbons or cartridges. Supplies such as printer ribbons or cartridges, labels, disks, books and other supplies can be sorted in file drawers, bookcases or closets. A user’s chair probably has the most impact upon their comfort, health, and safety than any other piece of office furniture. The most important feature in an office chair is the ability to adjust it to fit the user’s needs. When the space is available, a separate computer worktable or extension to the user’s office desk that is 26 to 28 inches in height is recommended.

10.  A monitor arm can be used to maximize space by holding the monitor 3 to 4 inches off the desktop. A keyboard shelf may be built in or can be added to place the keyboard at a comfortable height as well as free up desk space.  Ergonomic concerns are very important. Ergonomics is the study of how to design computer systems (hardware and software) and lay out workspaces to minimize health problems and maximize employee safety, productivity, comfort, and job satisfaction. A well-planned computer installation can help users avoid several common ergonomic problems.

11.  Back or neck muscle pain may have many sources. The user might be straining neck muscles to see a monitor that is placed too high or the chair may be too low forcing the user to look up to see the monitor. Poorly designed chairs can cut off circulation in legs and force the user to use back and neck muscles that should be relaxed. It is also possible that even when the workspace is well designed, the user might work for too long without taking an adequate break and changing body position. Solutions to back or neck muscle pain can including adjusting the height of the keyboard, a chair with both back and seat adjustment levers, sufficient back support and adequate cushioning, and a “waterfall” seat designed to take the pressure off the user’s legs. Users should also be reminded to take stretching breaks.

12.  Leg pain can result from an office chair that is too high for the user’s feet to touch the floor or that is improperly designed and impairs leg circulation. Eyestrain and headaches can result from screen glare from reflected sunlight or room light. Wrist and finger pain is usually the result of a keyboard that is too high or too low. Physical problems known as repetitive strain injuries result from continuous use of joins in a limited range of motion. Carpal tunnel syndrome can affect wrists and fingers. Other symptoms of repetitive strain injuries can include swelling, numbness, tingling, and stiffness of joints.

13.  Devices such as adjustable tables and work surfaces, adjustable chairs, footrests, keyboard shelves, alternative (natural/ergonomic) keyboards, alternative pointing devices (trackballs and touch pads), wrist rests, mouse support rests, document holders, monitor arms, task lighting, antiglare screens and assistive devices can help reduce or avoid the impact of extended computer use.  Most small computer systems do not require special electrical power. Before installing a computer system, a support specialist should check the existing outlets, outlet wiring, circuit amperage, look for shared circuits, the power stability and the power requirements if multiple computers will be installed. Power strips are useful because they can allow the user to turn on multiple devices with a single switch; however, they should not be plugged into another power strip.  Power strips that that also function as surge suppressors can help prevent damage to computer equipment.

14.  Most systems require access to either a telephone line for modem connections or a high- speed access line such as DSL (digital subscriber line), ISDN (Integrated Services Digital Network) or another high-speed connection. In addition to the types of connections, the cooling requirement for the system must also be taken into consideration. An engineer or consultant who specializes in heating, ventilating, and air conditioning (HVAC) can help when planning air conditioning requirements. The total wattage within a space determines air conditioning requirements.

15.  Incorrect office lighting can cause significant ergonomic problems. Many offices are too brightly lit for computer use.  In addition, the source of the light might cause problems. The light source should ideally hit display screens at a 90- degree angle rather than directly. It is also important to consider the type of light, such as certain types of florescent bulbs, flicker at the same frequency as the refresh rate of the display screen which results in a noticeable flicker or visible moving horizontal scan line on the computer display screen.  Fire suppression should also be a consideration. Computer systems rarely burst into flames. Halon gas is the most effective fire suppressant, however, new halon systems are illegal because of ozone depletion. Users should be aware of what fire suppression is available and where the equipment is located.

16.  A site management notebook is a binder that consolidates important information about the system’s hardware, operating system, network, and applications software configurations, as well as facilities management information, in one location. It contains much of the information a support specialist might need in the future to operate, diagnose, troubleshoot, reconfigure, upgrade, and repair the system and its components.  The site management notebook documents important details about the system including the hardware configuration, the operating system configuration, the network configuration, software licenses, the applications software configuration, special operating procedures, warranty and repair information, a problem log and a backup media log.

17.  A site management notebook may be “overkill” for a local installation, however, it can be critical in locations where a large number of computers are installed and multiple support staff members may work on various parts of the systems from time to time. The notebook provides information such as what software is legally licensed to be installed on the system, what kind of bus architecture the system contains, what is the speed of the internal modem, who should the user call when the monitor doesn’t work, where are the media backup disks and when they were created, and is this the first time this machine has had problems.

18.  Most user support specialists that work frequently with hardware have at least a basic hardware kit. A basic tool kit generally contains a screwdriver set, nut driver, pliers, IC chip extractor/inserter and a parts-picker. A basic tool might be augmented with a pocketknife, small parts container, mirror, small flashlight, PC Pocket Reference, Isopropyl alcohol, a lint-free cloth or foam-tipped brush, antistatic wrist strap, electrician’s tape, compressed air, circuit tester and a multimeter.

19.  Installing computer hardware today generally includes unpacking, connecting, and testing basic components, usually a system unit, monitor, keyboard, mouse, and perhaps a printer. There may be a need to install additional memory or expansion cards for peripheral devices. A hardware installation checklist is useful in planning the installation process.

20.  Most preassembled computer systems have an operating system preinstalled on the hard drive. When an operating system needs to be installed, it is generally supplied on CD. The installation process is not generally complicated, but it can take an hour from beginning to end. Once the operating system has been installed and the network operating system configured for hardware peripherals and meet site-specific standards, other software such as virus checkers, screen savers, and security and utility software are installed. When setting up network connectivity, a support specialist may perform such tasks as installing client software, configuring network connectivity and performing network administrative tasks such as administer user accounts, grant rights to access network resources, perform periodic server media backups, monitor network performance, monitor network security, and report problems to network staff.

21.  Before installing an applications software package, support specialists need to determine whether the software is compatible with the hardware and network on which it will be installed. The user specialist needs to determine the CPU types the software runs on, the amount of memory the software requires, the amount of hard drive space the software requires for a full installation, whether the software is compatible with hardware peripherals and whether the software operates in a networked environment compatible with the user’s environment.  The most common application installation options allow a user to select from among a number of installation types. Express installation, sometimes called typical or common installation, installs the most commonly used functions and features as determined by the manufacturer.

22.  Custom installation, sometimes called expert or special installation, lets a user select components or features to install. Minimal installation, sometimes called a laptop or space-saver installation, installs the fewest functions and features as possible for users with limited available hard drive space available. Full installation, sometimes called maximum installation, installs all program functions and features. An application service provider (ASP) may be used to access software. An application service provider (ASP) is an organization that sells access to applications software and related services via the Internet to individuals or organizations. ASPs will likely become important service providers for small companies with tight software budgets and a need to run the latest versions of software packages or for companies that need specialized applications software.

23.  Support specialists can also perform “housekeeping” tasks such as storing documentation and shipping containers. Some of these tasks can be classified as facilities management or installation documentation tasks, whereas others are user training. Most installers think of these as “wrap-up tasks,” because they are generally performed at the end of the installation.