PC Troubleshooting for Library Personnel: Modules
Overview of modules (updated 30 June 2005)
The following subjects and content areas will be covered during the workshop.
- Troubleshooting - What's it all about? - Troubleshooting in general, When to handle it, when to seek help, If it isn't broke it, don't fix it, How to deal with users. Basic Dos and Don'ts.
- Introduction to Computers - The Onion model of a PC. Overview of standard PC Hardware. Overview of standard PC software - BIOS, Operating System (OS), Drivers and Apps.
- Common Hardware Problems - Cover each component to discuss typical problems arising at component level and then as a whole. Developing a diagnostic procedure for addressing hardware faults. Examining the hardware.
- Common Software Problems - Cover typical problems occurring within the software context, clearly identifying the separation and overlap of the BIOS, OS, drivers and apps. Standard installation/uninstalling of software. Investigating diagnostic tools available for addressing software faults.
- Peripherals and Their Problems - Overview of common PC peripherals i.e. Printers, scanners, modems, digital cameras etc., covering the various connection ports. Connection and installation of devices, including techniques for ease of maintenance e.g. driver backup on hard drive. Typical problems. Developing a diagnostic procedure for addressing peripheral faults.
- Networking and Internet - Overview of typical networks, security, equipment, and cable (including wireless). Overview of Internet configuration and sharing access. Typical problems. Identifying common areas of network/Internet problems. Discussion of ideas to improve Internet bandwidth utilisation.
- Security - Basic security processes e.g. Passwords, system protection, backing up. Viruses and anti-virus software. Using the Microsft update site.
- Bringing it all together - Identifying the problem and deciding on the most appropriate action. Developing a diagnostic procedure for the system as a whole.
- Maintenance and Management - Looking after the equipment, tools, CDs, and environment. Use of standard configurations of PCs. Regular servicing by the user/owner. Regular servicing by the technician. Day to day management - equipment and the operating environment. Problem management - record keeping and documentation. Purchasing. ICT policy feedback. Educating the general users regarding PC usage policy.
- Seeking Additional Help - Interacting with IT support. Using the Internet for support and advice. Using newsgroups. Support and maintenance contracts. Case study of the Computer Centre at an educational institute
- Bringing it all together - Identifying the problem and deciding on the most appropriate action. Developing a diagnostic procedure for the system as a whole. Reflection on what the participant can take from the workshop, closing with
- Troubleshooting basic problems - An exercise to identify and resolve an example user problem, emphasizing how to approach a problem.
Outcomes
At the end of the workshop participants will have:
- Been introduced to the hardware and software components of the PC, focussing on their troubleshooting characteristics
- Have hands-on experience of recognising and addressing IT equipment hardware and software problems
- Developed techniques for maintaining IT equipment effectively
- Accessed the Internet for information, servicing and maintenance
- Developed tools and methodologies for managing IT resources efficiently
- Developed ideas to take back to their institutions to improve the library IT services
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