English for Information Technology David Hill Series editor David BonamyEnglish for Information Technology David Hill ' Series editor David BonamyDesorbing Fecked ots and cues | Expresshhy tequency adverbs of raquoncy jobs and cos : sritineetpersons 4 a a | Meraoieaons 7.8 | Tang tou wht comand, Preset pe tons 1 snes a pots Dscatsng mec us| falecradivors en ttenpann | tTepmabns | i | | i Making suggestions, cvesing nd Mec veib, how sbautanat about -hig Meetings ‘iaagrting, and maybefperhaps or sugestons | | Imai tr dsagresing Business matters p11 ~ — - - — ‘System ‘Shing haréwar apecieatons Large and smal rumbers Herdwore @ spoolfeations p12 Too yo —— ava ‘Suloperations p.1¢ | Giving siuctons for using 8 GUI | Giving instuctions:iporeives, stener, GUI components and I secuencers | operations uttimadta | Oseting arom pes ct ‘Sentences wih tuo objocta uiedia hardware p16, vrutimedia Operating systems | Explaining OS instalation {Expressing reason and pupae os inwateton 218 : | Business matters p19 - OO Fecal igi poeon conus mrt | Baio Sewer / won peses | Defining networking conceals Relative clauses: | Networks, Ecce soanigecimcile | 2a contonas Wabi compan fev Enatp.20 | Spycniomatn aos omats | Det nde aces cial acinomae 9 27 : - ° Toe Spreadstnetsand | Taking abut pest aciove Pant sila Sprealsheets ane ormiae femasee 28 | | cvabecenn 0 enstam now owesastuces' By ou | oats — Espa saree ct yrs | Whi, btn tr Stns acnitaton ‘administration p.32 | eeinistraontaske Perpheraiep. $4 | Evelaninghaw peiems ocauvod Ps contaits and past anelo usness mattors 35 | Pehorae and toolsProduct esearch | Hesourching produits p40 ! i Making | Recommending products | secommendations Wier ostng ems ane coats Enterprise social Decatbing ends media 8 Dogerbing eurant changes Second condone! {Giving he mani of chal ores Making equal: adrect questions, 281 and could analyse p52 Wbsit design and Talking about bee archaea rohitoeture 4 | User recuiramonts: should, have treed to, want object + eee pa Busines rattors j.57 inendthopetexpect + rate Desceong preening steps | Make ard cease | sotwata development i | | cede Lees oncnmene | | Discussing fine plans and | Schedules: plen to. be scheduted to, be Testing sehedilon shin present ont naa: mada : Business mates p59 Investigations p80 Talng about wna younake done | Patan pec vs, ast ine Computer probe erty a probiem Mecale cf seacuaton anc deduction | ordering aT Fata | eesti Proposing solutions: | solutions YourtuurelntT | TekingaboutyourcareerhiT | Vets oukcaneucuwerpers pny | GV seve Partner ties: Student Ap. 68 Partner fies: Stent B 9 65 ‘uo sorpt 72{1 q IT jobs and duties if Speaking 4 Work in pairs or small groups. Discuss these. questions. 1 How do you use IT? Think about work, study and fun. 2 What devices do you use? 3. What software do you use? Listening 2 Listen to six people introducing themselves. What jabs do they do? Complete the sentences. Then compare answers with a partner database administrator helpdesk supervisor _project manager software developer . support technician systems analyst 6 Sophie isaListen again. Complete these collocations, wiite software 1 supervise, 6 diagnose 2 have 7 design 3. be responsible IT projects 8 maintain 4 look computers. 9 write for software 5 install —____ | Pronunciation 4 Work in pairs or small groups. Underline the stressed syllables in the collocations | in 3. Listen to track 02 again and check your answers. ‘Then practise saying the collocations with the correct stress. an | Vocabulary Work in pairs. How many new collocations can you make with the verbs in 3? ‘be responsible for a department Speaking Work in pairs, What does each person in 2 do in their job? Use the collocattons ina An IT project manager is responsible for IT projects. 7 Work in small groups. List any other IT jobs you can think of. What do people in these jobs do? Which jobs wouldAwoulda’t you like to do? Why? Listen to an IT employee telling his new manager about his job. What do you think his job is? Listen again. Tick ¥ the things that usually happen, 1 LF Robert checks emails. 2 QD) Robert has emails waiting for him. 3 L) Robert visits people at their desks. 4 Sales people have problems. 5 CO Robert atiends meetings. 6 C1 Robert vi Listen again, Write these phrases in the correct place in the sentences in 9. 's other companies. from time totime. _ganerally occasionally usually. hardly ever normally Language : Expressing froquoncy : : ‘Adverbs of frequency (usualy, sometimes, hardly | Zafl almost always checks her emal fist thing In the ever, etc.) normally go before the miain verb. Some | mouning, adverbs (e. sometimes, occasionally, nomatly}can : also go atthe beginning or end of a santence. Time expressions (once a week, om tine o time, i alf the time, etc.) go atthe beginning or end of the sentence, {havo to calla support technician occasionally. ‘Pawel takes training courses two or three times @ year. i ‘Speaking 7 Workin pairs. Choose a job from 2, Then take turns to interview your partner i about his/her job. Tell me about your current job. What ave your duties? How often do you ..?IT organisations Speaking 1 Vocabulary 2 Work in pairs. Choose a technology company and list activities the company carries out, Read the company profiles and find words that match these definitions. 1 a company or companies that sell things (Futachiba)______, 2 companies that make things to sell (Futachitba) 3. factories (Futachiba) 4 8 things a company sells (Futachiba) using software that suns and stores information on the internet (IBGroup) 6 customers (IBGroup) 7 Start selling a new product (Digital World) Futachiba Futachibs is a leading intemational provider of computer hardware, ‘The company is among the top five sappliers internationally of servers ‘and among the top ten manufactuters of laptop computers. We have production facilities in six countries and we sell our products to almost every country in the world. With service centres in all our major rmaticets, we provide a very high level of customer service. ‘We are a fast-growing private company that supplies cloud ‘computing services intemationally. Our products include online office aopicetions such as word processing, spreadsheet, Presentation and database programs, which people can use.on the Internet anywhere and at any time. Our clients include major Corporations, as well as many smell and medium-sized companies. Digital World ‘A Dial World we proudly design the mest popuier games inthe word! We are excited everyday by the grealfaadback vo get fam our favourite peopl: ur gameplaying customers. You can play our siard-vinirg games 90 althe major computer opera systems, including Windows and Mae OS. Many af thm ave also available for Appi 10S and Android. Gur wonderul staf stared developing games in 2005 and continue to work on naw, lighly entertaining products. We ‘sxpect to launch the next version of our biggest game, War of the ‘Suns, next month. Reading 3 Read the company profiles in 2 again and answer these questions, Then ‘compare answers with & partner. Which company or companies: is getting bigger? develops software? makes things in more than one country? has anew product to launch? sells software for use on the internet?4 Work in pairs. Underline five types of software in the company profiles in 2, Then. think of examples of each. What might people use them for? ‘Speaking 5 Work in small groups. Think of real IT organisations such as Apple and Google. Which would you prefer to work for? Whhy? Listening 6 [{ZSEEE) workin pairs. Complete this conversation between two people from fferent IT companies using the words in brackets. Then listen and check ‘your answers. A: So (1) (our company)? B: Well, we mostly develop apps for Apple and Android devices — iPhones, that kind of thing. And (2) your customers)? B: Mm... they could be anyone, really. For example, many are companies, wanting an app to show their products. We also do a fot of work for educational organisations. They often want apps to help people learn something. A: @)——_____ (produce any hardware)? us B: No, that’s a very different field. All our products are software. But we do work closely with hardware manufacturers to make sure our software works well. And (1) —______ (future plans)? Good question! We have a product launch tomorrow night. 5) —__(want/eome? Speaking 7 What is.a product launch? Why are product launches a good idea? Which ‘companies hold big product launches? What kind of events do they hold? A Language Present simple questions ‘To form present simple questions, we use do/does + | Does this software work on iPhones? ‘subject + main vor. How often do you update the sofware? there is « question word in the question (ivko, what, when, how, etc), Itahvays comes at the beginning. For YosiNo questions (questions we can answer with | Do you work with smal companias? (7) ‘yes’ or'no}), vie use rising (7) intonation, For questions that begin with a question word, we use | How do fuse this software? (31) falling (3) intonation, Pronunelation {Listen to track 04 again. Mark the intonation on the questions as rising (7) or falling (3). Then practise saying the questions with a partner. Writing & You are preparing a magazine article about local IT companies. Write at least six questions for a questionnaire to find out what each company does. Speaking 79 Think of answers to the questionnaire in $ for a company you know or an imaginary company, Then work in pairs. Take turns to ask and answer the questions in your questionnaire. Repeat with a new partner. 17 Work in groups. Choose a company from 2 each. Take turns to ask questions to find out which company each studeht in your group has chosen, Use appropiate intonation.IT workplace rules ‘Speaking 1 Work in pairs or small groups. Look at these signs. What are the rules? a 2 Doyou have any of the rules in 1 in your workplace or college? Do you think they. are good rules or bad rules? Why? Vocabulary 3 Read the memo and find words that match these definitions, Then compare answers with a pariner, person in charge of IT Keeping something safe OOM ewe people you work with information such as numbers and details about people a secret word that you type into a computer before you can use It a group of connected computers. having only letters and numbers. letters, numbers, punctuation marks, ete. FROM: Chief information Officer TO: All staff DATE: 16 June ‘SUBJECT: IT security ‘As you know, many new statf have joined us at XBM Digital recently, so now is a good time for a reminder about XBM Digital some of our rules. Securty is important, and these rules will halp us to keep our IT systems and data secure. Firstly, passwords are imporlant for keeping the network secure, Don't use common words oF numbers a6 Passwords, such as birthdays or names of your children. Passwords must be alphanumeric and be atleast eight characters tong. You need to change your passwort! every month or more frequently. Also, you should not share with anyone, inctucing your colleagues. Language 4 Read the memo in 3 again and underline the words used to. express rules. ules | We use must, mustn't and have to to shaw sirong | Passwords must be at least aight characters long, obligation and to express rules. ‘have to go to the canteen to eai! | can’t even have an We can also use should, shouldn't, can't and need to | apple at my desk! f 1 talk about rules, Wo also use imperatives to give rules, Use them Caretully because they can sound impolite, ‘Keep your password secret Don't share your password with other people. |Speaking & Listening & ‘Work in pairs or small groups. Write workplace rules for some of these activities. ‘Then compare answers with another pair or group. What reasons ean you think of for each rule? installing new software connecting personal devices to company computers playing computer games using social networking sites such as Facebook using mobile phones switching off your computer at night downloading files strearning music or video {7g Listen to two people talking about workplace rules and complete this table. Then compare answers with a partner. Latesta ‘Ask a technician fo instal sofware, “ Pare Speaking 8 wetting 70 How does Lateefa feel about the rules in her workplace? How can you tell? Do you think she likes her manager? Why/Why not? ‘Worl in pairs. Student A, look at the information on this page. Stuctent B, 100k at the information on page 69. Follow the instructions. Student A 1 Student Bisa new employee in your company. Explain these IT workplace rules to hinvher. + use company equipment for personal reasons X + install software x + change password frequently / + use Facebook x 2. Swap roles. You are a new employee. Listen to Student B explain some IT ‘workplace nules. ‘Work in small groups. Write a list of the technology-related nules in your ‘workplace or place of study. Then compare your list with another group. Which rules would you fike to change? Why? Imagine you are a computer room technician in a college. Write a list of rules for the wall of your computer room.Meetings Speaking 1 Work in small groups. Discuss these questions, 1 What happens in a work meeting? 2. Talk about a meeting you've been to, What happened? Vocabulary 2 Work in pairs or small groups. What are the following? Why are they useful? + chairperson + minutes * videoconference + agenda + teleconference 3 Read this agenda. Then listen to a teleconference in a company that has small offices in different cities and answer the questions. Compare answers in pairs or small groups. Agenda In attendance: Juliette, Chief Accountant, Cheizperson, head office; Fred, Office Manager. local office; Ulrik, 17 Support Officer, local office Teems: 1 replacing old computers 2 gost of new funiture | What suggestion did Fred make? 4 Whats the problem with that? 2 Whatis the problem with that 5 What was Uirik's suggestion? suggestion? 8 Whose suggestion was chosen? 3 What was Fred’s next suggestion? Language “Making suggestions, agreeing and disagreeing -| suggestions, We can use the modal varbe shal and could to make | We could buy now computers, "| We can also use how aboutiwhat about +-ing to | Haw about hiring @ new weohriGian? make a suggesiion, ‘We van use maybelpertiaps to soften a suggestion and | Maybe We could upgrade the soner Pm afraid to pally disagree. I's usually potte to give a | There's @ problsm with that idea, 'm afraid, Were reason if you disagree. ceuttiog costs at the moment Look at the audio script for track 06 an pages 72-73 and underline the phrases thal make responses more polite. Speaking 5 Work in pairs. Think of four suggestions similar to those in the teleconference in 3 and take turns to make and respond to the suggestions © Student A, look at the information on this page. Student B, look at the information on page 69. Follow the instructions, Student A You are an operations manager. Student B is an IT support technician, Roleplay a ‘meeting about replacing olf equipment. Follow these steps: 1 Introduce yourself, then listen to Student B's self-introduction. Listen to Student B explaining the problem and making a suggestion, Explain that there isn't much money. Suggest buying tablets instead, Listen to Student B’s response. * ‘Make a decision and explainBusiness matters Reading % Complete the company description and job advertisement with the words in the box. Then compare answers with a partner. client “diagnosing fromtimeto time “installing Jaunched . i mainiaining “provide « service venires spreadsheet and database supplies. 0 - - home_ | about us | vacancies | candidates! clients _[news/blog! _esr_| resources | contact us} ‘Our company and what we do PDS (Pacific Digital Solutions Limised) is an international. technology company which (1) software, training and support services. We employ aver 6,000 people across 27 (2)... serving clients in 46 countries. Clients tell us that we (3) excellent customer service. ‘Our products include office software such as (4) applications. We have recently (5) a range of cloud computing services. Our consulting services help (6) companies to work. ‘more efficiently and to make more money. We provide advice on which systems to buy and how to set them up.We can even carry out the installation for clients if they request this. Technical officer Tired of staying indoors all day? Want to travel as pert of your job and meet diferent people every day? Then we have an excellent job for you! PDS sorvos clients all around the world. Our Sydney office requires three people to look after our customers across Australia, “To apply for this job, you must have: + Diploma of Computer Servicing. + experience in (7) operating systems, (8) ______ computers and (9) problems. +a full driving licenes. You should also have: + a willingness co work evenings and weekends (10) ———. +2 friendly personality and good customer service skills. Salary and benefits on application. Speaking. 2 Work in pairs. Roleplay ar interview for the job in 1. Student A, you are the interviewee. Prepate to answer questions about the job and company. Student B, you are the interviewer, Prepare some questions to ask Student A. Roleplay the interview. Then swap roles and repeat the activity. ‘Writing 3 Look again at the company description and job advertisement in 1. Which one of, these patterns do they follow? 1 amixture of general and detailed information throughout 2 general information first and more detailed information later 3. more detailed information first and more general information later 4 only detailed information 4 Write a job advertisement for an IT job you would like or your current IT job. Use the pattern you identified in 3.R System specifications ‘Workin sail groups. What is the difference between peripherals and internal hardware? Name as many of each as you can. Can you install any? Vocabulary 2 Are these items internal components (I), peripherals (P) or storage (8)? For some items, there may be more than one possible answer, external drive __ ard disk drive headphones _ opfical drive _ keyboard —_ solid state drive oo keme Listening 3 GECERY risten:o a technician d sraphies card ‘deo card 1 aucio socket _ 2 CPUsocket CPU = processor — procees 3. DIMA stot_— A 8 ° Language », Large and small numbers. 7 mouse__ 8 memory _ 8 monitor 10 power supply unit __ 11 printer 12 screen __ lescribing the motherboard io a new uainee. Match these words to A-G in the photo below. 4 Ethemet connector. 7 USB port__ 5 graphics card socket _ 6 SATA socket__ 8 For decimal values, we say ‘point for the decimal pont 18 0.54 miltmetres tong. (nought point tive four or breflxes. For exemple, kfo- means ,000! The malin :[ ste ison the first sylable ofthe profiy, sreapcenounee te next numbers induc. We dont | ‘point ve four: NOT nought pon iy four) _| atvays mention the 0 20 the left of the decimal point for values less tan 1 ‘To express large and small numbers, we often us = 3.6-kilobyte fei 4 Match the prefixes in the box to these numbers. dual- gigas kilo» maga-- - mlero- mille nano quad tera 1 1,000,000,000.000 3 1,000,000 7 1,000,000 __ 4 1000 8 4 2 1,900,000,000 5 0.000000001 92 6 0.000001 Listen and underline the stressed syllables in these words. Then. practise saying the words with a partner. 1 adual-core processor 5. [8nanometies 2 aquadspeed Blu-ray drive 6 a26kilobyte file 3 a35-millimete socket 7 24 megahenz 4 amicrometre 8 Alterabytes Listening & [22829 Listen to an IT manager and assistant talking about a problem with a delivery of new computers. Correct this delivery slip to show what was ordered. Order for: Wood Publishing Dingte 6 x Expression 5710 laptop computers with the 10 x Domination 8720 Oe awa following speoifitations: desktop computers ‘Supplies, + Entel 2.75 GHz dual-core CPU +1 x 800GB SDD + 8 GB dual-channel DDRS 1608 Miz RAM + 16GB 2000 Miz memory + Ladeon 3850 | GB graphics card + No optical drive + 18.6-Inch WLED 1920 x 1080 screen. ‘DVD#/-RW & CD) + 4x USB ports + No operating eystom installed + Lyear next business day on-site service + Entel 3.4 GHz quad-core CPU + Lx Bestern Digital 8 TB 7200 rpm 8A‘ HDD + Ledeon 7950 2 GB graphics card + 6 x Bheray combo optical drive (Blu-ray, + 4x USE porta + 802.11n WLAN wi-fi mini card + No operating system installed + Lyear next business day an-site service Speaking 7 \Work in pairs, Roleplay the conversation the IT manager in 6 will have with the supplier, Dingle Digital. Hi, we ordered some new computers from you but the order is wrong, We ordered laptops with... bul they care with. ‘Worl in pairs. Write some specifications fora computer, Then ask and answer questions about your partner's computer. Think about these things: + processor speed + hard ative size + memory . As How fast is the processor? B: It's 2.84 megahertz. ‘Work in pairs. Suggest specifications for computers for these pecple. Then ‘compare your answers with another pai, 1 computers for administration staff 2. a computer for a designer 3. aserver fora small business 4 acomputer fora sales person + I don't think admin staff need a fast processor. They only need it for word processing and email. What about a two-gigahertz processor? 134 Speaking 1 Work in pairs. Look al the screenshot in 2, GUI operations GUI = graphical User interisce a window? You can resize tt Vocabulary 2 Maich these words to AL in the screenshot below. 8 sa led 1 onmenrae “om 4 bone 1 sere ‘nertennae ‘Wha! different things can you do to 1 scrolt bar 5 title bar 9 Jefthand pane _ 2 men 6 icon__ 10 tab —_ 3. ‘Minimise’ button 7 folder ___ cheek box 4 ‘Maximise’ button & filename —__. 12 radio button _ c D e Fog Te in \ Sree TREO Rapin VEGA ae oso Dek naan nom gah we cme Arent ‘Sa soe svertt cop pace oncom es exc in oman arg mie Gore et cay ‘Worle in pairs. Match actions 1-7 to their results a-g i 2 3 4 3 6 z Double click on the title bar Click ona menu Right-click on an icon Slide the serobar down Click the ‘Minimise’ button, Drag the tile bar Select the icon a) toopen anew menu. 'b) and the window filis the screen, ©) ifyou want to move the window. ) to hide the window. e) to scroll the window dawn. ‘to openit, ©) and its background changes colour.j Ustening 4 fi22HEBE Listen to a help desk technician talking to an IT user. What Information is the technician looking for? 5 Listen again, Number the instructions in the order you hear them. Cchoose ‘Properties’ fromthe menu. [] Choose the ‘Details’ tab. CiJust select ‘Manage’, (Ciuust right-click where it says ‘Disk 0’. Cisetect ‘install date’ Dican you scroll up to the top? Languege ‘Giving instructions ‘We often use imperatives fo give instructions, We use | Drag tie window fo the tft. ‘softeners’ such a9 could you, can you and justta | Could you just doubie click om the botlom icon? make the instructions sound mora polite. ‘We use sequencers (e.g. ist, then, next, afer that, | First just ol on the ‘Sia’ bution. Then solect Shut nally) ta show the order ofthe steps. town’ tn the botiom right corner © Look at the instructions in 5. Underline the imperatives. Whal softeners does the speaker use? Speaking 7 Work in pairs. Take turns being an IT help desi technician and an IT user. Use these prompis to explain to your partner how to follow the steps for each action. ‘Start’ bution > ‘Control Pane!" > ‘System and Security" heading ~ under ‘System: ‘View amount of RAM and processor speed” First, could you click on the ‘Start’ button? Sure. ‘Then select ‘Conirol Pane?’ A box will appear: OK. : Click where it says ‘System and Security, then ‘View amount of RAM and processor speed’, under ‘System’. Got it Thanks very much, Behe & 1 ‘Start button -» Mozilla Firefox > double ciick/itle bar 2 right-click on ‘c? drive ~ ‘Properties’ = ‘Sharing’ tab + ‘Advanced Sharing’ ‘Share this folder’ check box ~> ‘OK’ ~ ‘Close’ 3 press ‘Start’ key and ‘E’ key to open Windows Explorer -* ‘Uninstall or change a program’ at fop ~ find ‘Anki' ~ right-click ~ select ‘Uninstall 4 find clack on bottom right of screen ~ right-click It ~ “Adjust date/time’ in pop-up menu ~ ‘Change time zone’ button ~ (UTC+09.00) Osaka, Sapporo, ‘Tokyo’ in drop-down menu ~ ‘OK’ ‘OK’ 5. ‘Start’ button = ‘Control Panel’ — ‘Appeatance and Personalization’ heading > ‘Display’ heading — ‘Magnifier toot Tink & Work in pairs. Take turns to explain these actions. Look at the prompts in 7 or use your awn ideas. how to close a progam First, goto the ‘Fite’ menue Then click ‘Ext. Or click the ‘in the top right-hand corner of the window. 1 how to open a program 3 how to change a progtam’s setilngs i 2 howto save a file 4 how todeletea file i writing 9 Write an emait explaining the steps for one of the actions in 7. 3Multimedia hardware Speaking 1 Work in pairs or small ‘groups. Answer these questions. 1 What do you use computers for? List as many uses as you can, 2 Which items on your is rom question I use the lems te the box? 3. Which other computer tasks use the items in the box? audio graphics” images. video Vocabulary 2 Label the photos with the multimedia equipment in the box. headphones microphorie projector - . speakers video camera virtual réality goggles . webcam 5 Speaking 3 Work in pairs. Who might use each of the ilems in 2? What ‘might they use therm for? Reading 4 Read this email. ‘quickly. What does Kamal want to do? puter end the projacto. 44 te projector's resluion: ess ths Function iy (Eo) Coy ene ada the sume tne, poss the ey witha plcane a sereer oe ene ieauang ene vatom Ie, non tho 'SW key andthe ley win heseeon ees tis usually onthe top row of keys, on te elt. ron eaaet Sith ofthe equipment and urplg tno projector tom the computer when you've tnched. : Bost wishes, NatashaVocabulary 5 Match words 1-8 from the email in 4 to words a-h with a sit 1 cable a) push 2. plug (into) bb) put (into) 3 insert ©) connect 4 power socket ) connector 5 tumon e) tum off 6 press 1) electricity socket 7 unplug g) switch on 8 switch off fh) disconnect & Complete these prepositional verbs. 1 connect —___ 3. unphig 2 plug 4 disconnect Language Sentences with two objects [Some semences nave two objects. We otton uss a | / unplugged the cable from the computer. “1 preposition bewmeen the two objects (vorb + object of | insert the plug into the socket. verb + preposition + object af preposition). 7 Read the email in 4 again and complete these insinctians Uke two objects where appropriate. ‘Switch off the computer and the projector, 1 Plug 4 Push_____. 2 Plug 5 When finished, tum. 3 Switeh 6 Disconnect Writing 8 Work in pairs, Read the email in 4 again and mark the features below. What other forms of greetings and signing off can you think of? + the greeting + paragraph + signing off 9 write an email explaining how to transfer photographs from a digital camera to a computer. Give instructions for the steps below. Include the features from 8 in your email + card reader + computer + select destination folder + open software + ‘OK’ button + select card reader/drop down menu 7Operating systems Reading 7 Work in pairs. Put these steps in reinstal correct order. [During the process, the computer will restart by ilself several times. C§\Near the end of the process, you can partition the hard drives. Din the BIOS, set the first boot drive to DVD. Then reboot again. Taat the end of the process, the operating system will ask far the product key, lime, date, network type and details for user accounts, First, put the instattation DVD into the optical drive. Then reboot the computer while you press the ‘F2' key. The BIOS will now start. D This time, the computer will boot from the DVD and installation will begin. Before you start, back up everything, C)near the start of the process, it will ask you to agree to the licence terms, ‘an operating system in the Find words in I that match these definitions. 1 start again 2 split hard drive into parts that act like separate drives 3 software buill into a computer that controls how it starts up 4 the drive that the computer reads first when stasting up. 5 software comes with this to show yau are the owner 6 settings for a user 7 switch a computer off and on again 8 a series of actions to do something : 9 copy data lo another place so that you don't fose it 10 rules about how you can use software Language Expressing reason and purpose ‘We can use these forms to express reacon ard purpose: | Why should | update my OS? + for = noun phrase For the new festures. + sothat+ clause So that you can use the nev’ features. + to-infintive To use the new features + because + clause Because it has new features, 3 Work in pairs or small groups, Match 1-6 to af. Then camplete the gaps with # because, 80, 0 of for to make sentences, 1 Back up everything a) —____ enter the BIOs, Put the DVD in the drive b) ____ that the computer restarts i 3. Press ‘F2' while rebooting the from the operating system DVD. : computer ° use the different partitions for 4 During the installation process, different purposes, the computer will ask you ) —___ safely. sormie questions e) —____ that the process can start. 5 You might want to partition the 1) itneeds to know some hatd drive information, such as where you are. 6 Change the boot drive to the optical drive i ‘Speaking 4 Work in palrs. Student A, you are an IT technician. Student B, you are an IT user. Ask and answer questions using 1~6 in 3.as prompts. Give different reasons from those in 3. Then swap roles and repeat the activity. 189 Business matters 1 Work in small groups. What do you know about open source software? How is it different from proprietary software? Think about cost, who writes it and how much people use it. Read this web article and check your answers in 1. With open source software, what do peopie think bout frst? Money, usually, because open source ‘software is free. But ths isnt the only imoortant thing. First, there is ftescom from the software vencors, ‘Organisations say that freedom is the number one reason to choose open source softwere, With open source software, an organisation doesn't have te foflow the software vendor's decisions. With proprietary software the vendor controls software ‘updates. For example, users can't add features to proprietary sofware themselves but they can add features to open Source software. ‘Aso, with open source software companies have ‘more control oftheir data, Proprietary software often stores data in special ways that only the vendor Understands. So, whan a company wants to change Listening 10 another vendors software, moving the data to tha naw saftwara can be very dificult. Open source software is different; open source softwere vendors ‘explain their data clearly and openly so that they are not a secret. Because ofthis, moving data isn't a protien. Sometimes peoste worry about open source ‘operating systems. They think that thee favourite software ivor't tun on open source operating systems, However, this isnt true because theres a {ot of office software, such as word processars and spreadsheets, for open source onerating systems. In ‘act, there are many kinds ofthis software and they work well itis only special areas, such as graphics design, where proprietary software is cleary better, S s 3 Listen to a spokesperson for a major operating system company giving a speech: ‘Why open source is a bad idea’. What reasons does the speaker give to use proprietary software? Make a list. Speaking ‘work in paits. Give reasons for your answers and discuss any diflerences. 4 Use the atticle in 2 to make a list of reasons to use open source software. Then © Work in small groups. You are technicians in an advertising company. You loo ater operating systems and software. Look at this ervaill from your manager and decide whether to use an open source OS, a proprietary OS or some of each. "Then explain your decision to the class. Hi Peter, Many thanks, Yuriko We need to repiace the computers in our administration office and our design olfice. ‘The administration staff are using old computers that need updating. The design staff need to keep the soltware they are currently using (e.g. Photoshop). ‘What are your recommendations for operating systems? Please let me know. Writing Write an email to your manager giving your recommendations. Use the Language box on page 18 and the information about writing emails on page 17. 19Vocabulary 2 Match these words to A-F in the screenshot of a browser below. 4 tab 5 fink : 6 ‘refresh’ button : URL (uniform resource Iocatoy) = web address fevouritos = bookmarks Internet browsing ‘Speaking 1 Work in pairs. Discuss these questions. | i Which websites do you visit most often? 2 Which browsers do you use? Which is your favoutite? Why? 3 What kind(s) of device(s) do you use to access the.intemet? : 1 web address _ 2 bookmarks bar 3° ‘back’ button a Speaking 4 Listening 5 Match verbs 1-8 to nouns a-h to make collocations for things you can do.on the internet. For some items, there may be more than one possibie answer, follow take pant in stream, update post download browse enter en oumen a) video ae b) a password ©) your status @) awebinar ) photos ) web pages g) a comment h) alink ‘Work in pairs. What do you do on the internet? Tell your partner. Use the collocations in 3, FAERIE Listen to an admin assistant telephoning an IT specialist about a new browser, Does the IT specialist solve his Problem? What does the admin assistant like about the new browser? B Listen ogain. What three things does the admin assistant need help with? 2Language Presenit simple vs present continuous, statlve verbs ‘We use the present simple to talk about something we | f work in en iT Department. This week I’m managing do regulary. We use the present continuous to tak | the dopartmant because my manager fs away. about an action happening now or a temporary situation. Stative verbs (6.9. ike, know, understand) cascribe | ! Know how fo use HTML, *| tates rather than actions. We don't usually use the present continuous with stalive verbs, 8 D F Speaking 2 Listening 1 TW ‘Speaking 12 nt Underline the present simple and circle the present continuous verbs in these sentences from 5. Why did the speaker use the tense in each case? 1m having trouble with the new browser we're using on our PCS. 2 Tunderstand that now, But something else is confusing me. ‘Complete this telephone conversation between an IT help desk assistant and an employee. Use the correct present simple oF present continuous form of the verbs in the box. check know not work open _—typa in. A: There’s a problern with this browser. [ usually just (1) —__— my user ID and password and a new window (2)... But it (3) _____now! B: OK, I thinic | (4)______ what the problem is. Probably your pop-up blocker ison, A: Hmm ... 1()_____it now. Yep, you're right. t's OK now. Thanks! Roleplay telephone conversations for these situations, Take tums being the IT help desk assistant and the ealler. Use the conversation in 8 as a model. 1 problem: video streaming/usually no problem/now not work. solution: internet connection problem/check the connection, 2. problem: website images/usually all appeat/now no pictures solution: leave Autornatically load images’ unchecked 3 problem: often visit this website/now error message solution: enter ‘van’ in the web address, not ‘wwwww" ERZRER Listen to part of a telephone conversation, Complete 1-5 with the correct symbols from the web address the speaker dictates, wwwd-o-socialwork gov.ae/schools_2.htmi?72 1 dash — 3 slash 5. question mark — 2 dot 4 underscore ESZES Listen to part of a telephone conversation. Which web address does: the speaker dictate? 1 wwwagamy.com/searchyresulls_78.aspx?p 2 www.agamy.comvsearch/tesulis78.aspx-p 3. wwn.agamy.corn/search/resulls 78.aspx-p ‘Work in pairs. Student A, look at the information on page 68. Student B, look at ihe information on page 70. Follow the instructions.| | Networks | Speaking 4 Work in pairs, Ask and answer these questions. | PIN = personal 1 What computing devices do you use in your daily life (e.g. ATMs)? : ‘entiation 2. Doyou think they are on a network? Is it wired or wireless? i number 3. Are these devices secure? Whal security features clo they have (e.g. a PIN)? i Reading 2 Read this web page. Match the paragraphs (1-3) to these points. a @) types of software and devices on networks — : b) the main types of networks —__ : 6} the arrangements of computers in networks i . a ( anetwork? i t Anetwork Is 2 group of linked computers or other cable which is called a bus, and each computer Is. “ devices. There are two kinds of networks that are linked to it. Some targe networks use a mesh. In this, in common use, In Local Are Networks (LANs) each computer is linked to several others. This kas } computers are close lagether — perhaps in the same one big advantage: if one connection breaks, the data 5 building. They might be connected directly to each 2 can use olher connactions. Therefore, itis dificult to ‘other by cable or through a wireless network such as break a mesh network, Wwf, In contrast, wide area networks (WANs) cover Many networks work on a client-server system. In larger cree and usvally use lelephone lines ora this, servere are special computers that store dat, mobile phone system to connect ALAN canbe a serve websites and have olher similar functions, 1 part of a WAN, 2: Generally, a client program will ask the server for There are different types of wired networks. One is a data and the server will then send the data back star system. In this, each computer (or othor device) to the client, For example, wien you type a web 's connected Io a central server Ancthor type aig address into abrowsar, the browser (the cont) wit f= ‘system. This is a network that has each computer ask the server for a web page, which then sends the i 1 linked te two others, ina bus systom there is @oanital so web page back 3 Read the web page in 2 again. What do these words refer to? ‘They (line 5) computers ¥ One (line 11) —___ 4 it (ine 17) 2 this (line 12) __— 5 this ine 17) 3 Another type (line 13) 6 This (line 18) 4+ Read the text in 2 again and label these types of network, 2Speaking § Work in pairs, Use the information in the web page in 2 to answer these questions 1 Doyyou think these use a LAN or a WAN? a) home network: b) ATMs, ¢) computers in police cars 2 Which of these types of software are usually clients? i a) word processor (nat web-based) ) presentation software (e.g, : b) web browser PowerPoint) i ©) email program ©) instant messaging software Language | Relative clauses: ‘We can use relative clauses as part of adefinition, io | She's the person who/that looks alter networks. give important information about something or someone | The inlomet ie a network which/that covers the world. {¢.g. to axptain the function of something or to say who : does something). We use the relative pronouns whieh) . {that for things and who‘that for people. i Underline the relative pronouns in the web page in 2. Then draw an arrow to the word each pronoun refers to. ‘Speaking 7 Work in pairs, ‘Take turns to explain iterns [-6 from Units 1-3 to your partner, tise the nouns and verbs in the box and relative pronouns. Then choose some more words from Units 1-3 to expl cablefinks chip/controls- networkluses part of a browsor/helps (peripheral) device/prints " program/shows —_type of network/covers: A: What's a CPU? Br It's a chip that controls a computer. 1 browser 3 bus 3. wired network 2. search bar 4 WAN 8 printer Listening Listen to a sales representative expl ‘Answer these questions. 1 How secure is the current system? 2 How secure is a VPN? 3 Compared with the current system, how easy is a VPN to use? ing anew service to a client. Listen again and take notes on these items. Then write a definition for each item, Use the nouns in the box in 7 to help you. 1 dongle 2 wifi 3 VPN ‘Work in pairs. Take turns to read your definitions from 9 to your partner, Can your pariner guess the correct word? In the conversation in 8, the salesperson says thal with a VPN, you don't have to worry at all about security. Do you agree? Think about passwords, laptop computers, ele, Look at the web page in 2, Which sentence in each paragraph shows the paragraphs topic cleadly? 4) the first sentence €) the last sentence b) a sentence in the middle 13 Write a paragraph for an internal website about how a VPN works. Make sure that you introduce the topic of the paragraph clearly.Mobile computing ‘Work in small groups. What features do you use on a mobile device (eg. GPS, Speaking 1 maps, camera)? What do you use them for? ‘Work in pairs. Think about people in these jobs. How might a mobile device be useful to them? 1 a company sales person who visits many client comy 2 adelivery driver for a parcel delivery company ipanies 3. atechnician who installs entertainment systems in people’s homes Complete the flowchart with sleps a-fin the correct order. a) admin staff print out work instructions 'b) admin staff send invoice asking for payment cc) client signs paperwork 4) technician finds client and installs systern ) technician picks up instructions 1) technician takes paperwork back to office Entertainment systoms installation workflow mai 4 Listening 5 Language _ Zero and first conditionals ‘Work in pairs. How do you think the workflow in 3 will change ifthe technician has a mobile device? Draw a new flowchart and complete the stages. Listen to an IT specialist talking to a high-level manager, exp! ing how their entertainment system installation technicians can use new tablet computers. Check your answers in 3 and 4. cr situation, ‘We use the zero conditional to talk about someting | If you drop a tabfet,t breaks, that usually or always happens as a resull of an action, It you use @ tablet, you can send documents easily. ‘We use the firet conditional to talk about the resuik of a tulure action or situation. we have @ problem, we'll send a message. We use a comma betwaen the two clauses when the it-lause comes frst but nol when i comes last. ‘f we buy tablets, well save money. Wert save money if we buy tablets. The company in 5 is now using the tablets. Complete these zero conditional sentences, 1 With the tablets, if the technician ___________ (net know) the way toa. job, he or she ____ (use) GPS to find the best way there. 2. Wthe customer ____(be} happy with the job, he or she _____Gsign} using the tablet’s screen. 3. Ifacustomer ___________ (change) their order, the system (update) the details on the tablet. 4 Ila technician _________ (need) to order a ew part, he or she (send) a message electronically. t Z i 1 1 : \ tSpeaking 7 Work in pairs. Look at the flowcharts in 3 and 4, Describe how efficiency and flexibility will improve if the company uses tablets. Then look at audio script 16 on pages 74-75 to check your answers. Work in pairs. How are these mobile device features and functions useful? calculator calendar camara’ &-book reader’ > GPS long battery life toren USB recharger 5 Ifthe phone has a GPS, we can use it to find places. If the battery life is lone, i 2 Work in pairs. What is the person in the photo doing? ‘What is her job? How might a mobill device help her in her job? Vocabulary 1 Read the advertisement and find words in the text that match these definitions. 1 change something to make it suit a special purpose 2. add electronic information to something, e.g. a photo___ 3. the position of something 4 changing written or printed words to data that a computer can understand give information word used to show that something is completely correct and true 7 stored information, ¢g. on a computer 8 asmall part inside smartphones and other devices that measures change of speed, &g. ifsomeone drops it Ome Melt eee Mere e gele [e117 ‘With our fabulous new hand-held devices, your mobile workers can be safer and more productive at the same time! Have no more paperwork that takes up workers’ time and that can get lost! Know where your workers are at any time! We can customise devices for any situation. AS an exarnple, [at's look at devices that we've customised for trafic wardens: ‘© The devices have cameras and GPS so the warden can take photagraphs of legally parked cers. The device automatically tags the photographs with location and time. Then optical character recognition (OGR) technology can read the car's registration number trom the photograph and transmit it wirelessly toa | ‘central database. The warden saves time because thero is no data entry, © The devices continuously report the warden's location back to the control centre. So iithereis problem, | the control centre knows exactly where the warden is and who to contact. +» Because most of the data is Kept electronically, record keeping costs are lower. : © Being a traffic warden can be dangerous. The accelerometer in the device automatically sends a message it ftfalls, unless the usar presses the ‘Cancel’ button immeciately. Then the control centre can call the police. |. Speaking 71 Work in small groups. You are technicians in the mobile device company in 10. Suggest how and why you could customise mobile devices for these jobs. 1 delivery driver 2. salesperson 3 nurse A GPS will be very useful for a delivery driver. Ihe or she gets lost, i" help him or her to find his or her customers. .Email Speaking? Work in sinall groups. How often do you use email? When do you choose email instead of instant messaging, face-to-face or telephone communication? Discuss. Vocabulary 2 Match these words to A-J in the screenshots of email clients below. 1 subject line 5 spell checker 9 copy address 2 recipient's address 6 forward 10 delete 3 email signature 7. blind copy address _ 4 attachment button 8 reply button $ i 1 Eeee eS | Albee an J pe aac sic aee pipers teen ‘mt op es teeth asi iat iana 5 A ene tamer [Sian [RTE ERED ee PRET 2 Note down the steps in sending an email. Then compare your notes with a partner's, Are they the same? Language Articles ‘We use alan when we mention an item forthe frat ime Please send ma a massage. Gould you send me an email to remind me? Could you forward the email thet Jack sent? The internet is down, ‘+ We use the when the listener already knows which fam etre talking about. ‘+ We also use the when the item is the only one of its kind. 4. Complete this intranet post about email guideli 1es with @, an or the. Here are some guidalires for using email at RML Digit reply. Itonly takes a few seconds and it may stop * Think carefuly about what you write ~ emals can be permanent records. Even if you defete (1) ‘anal, (2) —_ recipient could keep their copy. He or she might also forware! (3) ‘email other people. + Make (4)______ subject line clear and short. * Ifyou receive 5} important email, try to send (6) ‘quick ‘thanks’ message in someone worrying that the omail didn't get through, + It you are copying emails to people whe don't know ‘each other, use (7) "Boo' fine so that they ‘can’t see each other's email acdresses. ' ‘+ Check attachment size beiore sending! Some email Systems limit attachments to 10 MB or less, * (8)_____ standard ML Digital signature should be on all emaifs sent from the company, secuBusiness matters ‘Speaking 1 Work in small groups, You work for an IT consultant and have been asked to prepare a proposal to upgrade a company’s electronic communications systems. 1 Read the company profile and the requests from staff members. Make lists of the equipment andl software that they're using now, and what works well and ‘what doesn’t work well. suss and decide the hardware and software needed to mect all the requirements, Think about ways of sending video through browsers, internet security, features of mobile devices and alternatives to email, Give reasons for your choices. 3. Prepare your proposal and present ito the class. Your proposal should have these parts: + Introduction: Explain the problem. + Body: Present your proposal. + Conclusion: Say how much your proposal will help. Beneflex Architects is an architecture company with a 2.0 tools y i 4D tools limited ‘ | Network capabilites x / Tes User guide x Te Email support x [ ‘Telephone suppoct x | [Be ©) Userforums “ Pf (fe Language $i ie | " Recotniriendations i _ "| think (tat) Twe should'+ bare infintive | (think W's best to use opon source software. tnmy opinion, it's a good idea + to-infinitve | In my opinion, we should use open source software, | 2 _ Ito best + tosnfetive ‘recommend + gerund T recommend using open source software Fa recommend —_| thal we + clause | recommend that we use open source sortvare. = noun (phase) Fd recommmand open source sotware. Speaking § Work in pairs. Take tums to make recommendations to the people in 3. Use the holes you made in 4 to help you. ‘Writing G Write an email to one of the people in 3, giving your recommendations and reasons.Business matters ‘Speaking 7 Reading 2 (CMS (content management system) = software ‘hat makes it easy to-dit and manage: website Server options Option 1: Dodicatod server, 2 8 core procestors, 2TB HOD, 2 TR bandwidy ‘marth, $200/nent, tee setup ‘software and setup bul most people recommend tat new users Option 2: Shared server, 1 processor, 200 GB HOD, up a $00 GB ‘Work in groups. Think about presentations that you've seen or given. Decide 1 tlyee pieces of advice about giving presentations. Share your ideas with the class. Double Jam is a company that needs advice about a new website. Read their company profile and the web pages below. Which options do you think are best for the company? Double 32m is a medium-sized clothes company that wants a website for marketing purposes. Is cents are mosily young consumers who went fis of exciting content such as ‘video and often use mobile devices to access the internet, They want people to do Interesting things on thelr webeite, nat just ead i ts Important that tholr wobstts Is fast, SE pois - Web content managemont system f Option 1: Opon source, sunpor's database, blogs, video and auidlo. Doesnt automatically support mobile devices. No cost fr the x B00 buy the auppodt package for set-up at $25ihour Option 2: Subserption-vesed ($10Hnontn,supporis dalebases, Dendhwidthuironth, fee set-up, $34.90/month ‘2utoraticlly supports mobile devices. Supparts blogs and Listening 3 4 multierodia, including video and audio. Listen to an IT consultant giving a presentation to Double Jam and check your answers in 2. Listen again and complete this table with the expressions the IT’ consultant uses to introduce different points in her presentation, Then add any similar expressions you know. Compare answers with a partner. Part Expressions in presentation Your ideas Introduction si 10 give Body Gonclusion Speaking 5 ‘Work in pairs. Your company has asked you te give advice fora client, Top Safety Consulting. Read their company profile and decide which of the server options and ‘web CMS systems in 2 to recommend, Estimate the cost of each in the first year. ‘Top Satety Consulting is a medium-sized company that advises companies about site safety. The company’s clients access Information on many kinds af devices from ddesiéop computers lo mobile phones, but contant is mostly ordinary web pages with turting and a few picturos; they want fo keep costs lov. They want thelr website to 100k {good but it doesrit have to be exciting for younger people: tis Is & serious website. Prepare a short presentation In which you give your recommendations aad reasons. Use the expressions in 4, Then give your presentation, While listening to other presentations, note down the recommendations each speaker makes.Speaking 1 Vocabulary 2 Speaking 3 Listening Work in pairs. How do you communicate electronically with friends and family? Which types of communication do you think are better for a) communicating information and b) being friendly? Match websites 1-2 to types a-e. There are two extra types. Can you give other examples of each type? 1 Dropbox: a) microblogging system 2. Facebook D) internet forum, 3 Twitter ©) file sharing service d) social networking 2) blog ‘Work in pairs. Look at the websites in 2 and discuss these questions, 1 What are some of the differences between the . ae Linked k 2 How are they used Inke: . orkut Siereralyin awork ervironment fom a soca security and privacy issues might each lead to? environment? Im a Ina company, what ewikter se © i i ' i : iLanguage Describing current changes Wa can use more and more -+ noun oF comparative + and + comparative, We often use the present continuous to describe We're having more and more visitors inthe forum. ‘shanges happening now. ‘Smartphone appltoations are getting cheaper and cheaper. ‘We often usa gor and become with comparative adjectives. Our website is becomingigetting more popula We can also use verbs such as increase, decrease, 90 ‘Tho number of bloggers is increasing. up and go down. | 5 Look al audio seript 30 on page 77, Underline the parts of the sentences i showing change. t § Complete these short conversations about trends. Use the present continuous and comparative adjectives. (hard drives/geycheap} Tihink we should wait a bit before buying more of them. : ——_--_____ (aur website/get/stow) i Maybe we need a faster server. —_________ (our forumbecome/popular) i! B: Great? That's just what we want! i Listening 7 Listen to a general manager talking to an IT officer about replacing | the company's social networking systern. Will i be easy or difficult to get the features the manager wanls? i 8 Listen again, Tick / the correct column to show which features the company has { now and which the manager wants in the new system, i ‘Current system, instant messaging forums I document rianagement sysiem New system 1 2 3 4 comments feature 5 mobile phone access 6 7 8 basic securty features, I instant meseaging | instant ‘encryption ‘speschvio-txt capabilly i © Listen again. What frends are mentioned? Mark these items 71 or Slo show an i upward or downward trend, | using the current system 4_ needing data access at home — : 2. spending time onemails__—«5._importance of security “3. working with overseas 6 popularity of voice recognition — ' departments — i Language 10 Workin pairs. Write a sentence to show the trend for each item in 9 using language from the Language box. Then cormpare your answers with audio script, i 1 on page 77 Speaking 11 Work in groups. Think of as many answers to these questions as you can, Use i Janguage from the Language box. Which group can give the most answers? 1 What are some current trends in 17? 2 Inwhat ways can enterprise social hetworking systems help a company?46 Video conferencing Speaking 1 Workin pairs. Discuss these questions 1 Which method of communicating do you prefer: face-to-face, by video or by telephone? 2. Look at the photo. Have you ever used a video conferencing set-up? If 50, describe the situation, 3 What do you think are the advantages of video conferencing over face-to-face meetings? 2 Which of these ites can you see in the photo? Mark the items on the photo, cables. controlpanels high-definition monitors _focal participants microphones remote participants speakers. video cameras Listening 3 Listen to two technicians talking about video conferencing technology, MCU = mutipoint conte unit Language ' Second conditional Which two types of system does the woman talk about? 4 Complete these glossary definitions with the words in the box. (data) compression dedicated system = MCU remote contro! ‘Glossary of video conferencing terms Ve ‘system that is used for oniy one purpose, e.g. for video conféréneing only, nothing eise 2, a device that can control the video conferencing system from & distance, without wires. It can be passed from person to person easily. 3 : a device that allows video conferencing systems fo use more than two locations 4 a Way to fit audio or video into a smaller space and use less, Bandwiden =| something thatis not ©) in tho futwio, We use the second conditional to talk about ‘we were a big company. we Would buy an expensive Inte now cris untkaly tohappen | video conferencing system. Ihe got a video conferencing system, our waver costs ‘sould go down 2 lot. 5 Look at audio script 32 on page 77 and underline all the examples of the second conditional. Which tense do we use in the # clause? In the main clause?Listening & ‘Speaking 7 1B (SEZEZE Listen to five people talking about video conferencing. Do they think the situation is likely or unlikely? Tick ¥ the correct column for each speaker. Likely Unlikely Speaker + ‘Speaker 2 ‘Speakers ‘Speaker 4 ‘Speaker ‘Work In pairs, Look al audio seript 32 on page 77 and complete this table. Then discuss the advantages and disadvantages of having each system. Dadicated video Videophone conferencing system “How many locations of nly two participants? How many participants in ‘only one each location? Cost? eas expensive Foor any roomis OK Equipment needed ‘only the videophone Ifwe had a videophone, we could save a tot of money, But we wouldnt be able to have meetings with lots of people. ‘Work in pairs. What would happen if you wanted a video conferencing system but didn't have these items? Complete this table, Then take tums to say complete sentences. fem Problem without this item encryption wouldn't be secure warranty ‘a highspeed Iniemet connection ‘an MOU training ‘a dedicated room for the equipment 7 data comproesion| if we didn’t have encryption, our video conferences wouldn't be secure. ‘Work in pairs. Student A, you are a general manager. You want a video conferencing system but want to save money. Student B, try to persuade Student ‘A, your manager, to have one of the features in 8, Then swap roles and repeat the activity Irthese people could use video conferencing facilities, how would their lives be different? Discuss. Use language from the Language box. 1 adeat person 2. a child who lives a long way from any school 3. doctors working in a small hospital a long way from a city 4. a company director who doesn't have time to visit her clients overseas, 4aE-commerce Speaking Work in pairs or smmail groups. Do you buy things on the internet? Why/Why not? ‘What are the advantages and disadvantages of internet shopping? Discuss. Reading 2 Read this magazine article about Dalya’s job. What are three parts of an e-commerce system? Which does Dalya find most difficult to set up? shopping basket (B18) = shopping cart (AME) | work with B2B (business-to-business) 6-commerce systerns as well as B2C (businass- to-consumer systems and integrate all the components: the user interface, the shopping basket and tha paymont system. The user Interface is the part that shoppers sae on thelr ‘soreens, For this, I work closely with designers to make if look good; i's important that customers enjoy using it. When customers see an item that they want to buy, they put itn thelr shopping basket. ‘To sot this up, | usually integrate standard software packages with the company's website, ‘This software uses small fies that the browser puts on the user's computer, called cookies, to-track the items in the basket. This stage isn't too dificult - mostly just match up the code with the oiont’s website, ‘The next step Is the payment processing system. This takes the customer's information ~ delivery address, creditcard number, ete. It processes the payment and outputs the details ‘80 that the company can send out the order. This component is more complicated: | have 1 integrate i Into several diferent systems, inciuding the company’s accounting system. Fortunetely, there's a special data format, EDI, that is Electronic Dsta Interchange, which ‘makes this easier. ED! is standerd in e-commerce systems so that other kinds of software, such as accounting systems, can accept data from it My job is fun because every project is ciforont and | use my technical skills as wt a great combination! & Find words in the article in 2 that match these definitions, 1 puttogether two or more things so that they work well together (paragraph 2) smaller patts of something bigger (paragraph 2) ‘computer programming instructions (paragraph 3) taking a series of steps to do something (paragraph 4) the place to send goods (paragraph 4) the items that a customer wants to buy (paragraph 4) Joking after money in an organisation (paragraph 4) 4 Read the article in 2 again and answer these questions. For which component is appearance important? Which component involves integration with something else? What do e-commerce websites use cookies for? For which component is programming mentioned? ‘Which item involves integration with more than one other component? Where does the company get delivery information from? Why is EDI useful? There are three acronyms in the article in 2. Underline them and their meanings. Nanaee‘To expiain technical words, we can: EDI (Electronic Data interchange} format =] + give the meaning in brackets, We use smaif cata fss, called cookies, to... * Use catled + the word(s) between commas, We use EDI. ED! fs a way of sharing data between "+ use be, components of a. “| + Use a separate sontence. We use EDI, whieh is a way of sharing data between + _Use a relative clause, components of a... Language i Giying mesntags of technical words Speaking § Work in pairs. Student A, look at the information on is page. Student B, took at ORM = dig ght the information on page 71. Follow the instructions. management Student A NFC ena felt 1 Student B will read the definitions of some words to you. Give hirzVher the commutation correct acronym or phrase from the box for eaeh definition. bricks and clicks = DRM NFC. 2 Read these definitions to Student B. He/She will give you the correct acronym. or phrase for each definition. Write it in the gap. a) a data security system which is used over the internet and other open networks. b) buying and selling between business and government ¢) areal shop, not an ontine one Listen to a telephone conversation between a customer and a salesperson talking about a new product. What is the product? What problem. does it solve? 8 Listen again and answer these questions, 1 How do online customers use the product? 2 How do customers use it in real (bticks and mortar) shops? 3. What is a further benefit for the campany? a” ‘Speaking Work in pairs. What is an e-wallet? Write a definition, Then ‘compare answers swith your partner, Discuss any differences and create a new definition combining your ideas. Share your ideas with the class. 1G Work in pairs. Would you be happy to use an e-wallet? Why/Why nat? How secure do you think itis? Discuss. ‘1 Work in paits, Write definitions for three words from the text in 2 but do not show your pariner. Then read your definttions to your partner. Can he/she guess the words?’Training users Speaking 1 Work in pairs. Discuss these questions. 1 When a company buys new technology, how important is to train users? 2 What do you think are the advantages of efeaming over face-to-face learning? Vocabulary 2 Match words 1-8 to definitions a-h. 1 smartphone — 5 policies and procedures = synchioniee! Syremorisalion 2 threaded view 6 syncing 3 tagging —_ 7 instant messaging 4 announcement 8 archiving ' a) documents showing standard ways of doing things in an organisation i b) adding keywords to a file (e.g. a document or photograph) to make it easier f to find : ©) atype of mobile phone that can also use data : : 4) @ way of viewing emails and comments so that ail messages in the same i - conversation are grouped together ( ¢) saving an old file in a special place because you don’t use it very often but : might want to use it ater ; {) making the data from two places match, e.g. making two calendars match : k g) an important message for many people, giving new information : ‘ 1) a system for having conversations using short written messages on the Inemet_ Listening 3 ESCZEERF Listen to six employees asking for training on an enterprise social networking (ESN) system, Tick the areas/features the employers need training in, Training needs analysis: Enterprise social networking system | pect areasitetures Training Specie reonTeatues Tanne || needed noeded : + instant messaging TD tng messages u i * increasing efficiency a ‘+ smartphone syncing ou ‘+ document collaboration oO threaded view Qa * poly and procedure access (D+ atehiving of old messages a j ‘+ company announcements Oo * iagging of messages, fles end documents] Language Maiding requests. For requests, we can use polite questione such ag 1 | inditect questions (e.g. would be great to know. fikellove 1 know ... Could somsone: tele.) or the It would be great to know how syncing works. Could someone tell me how to use the ESN eystem? Could we Jearn about tagging? 50 ‘modal verbs can and could. 4 White a polite request for training in each of these areas, 1 instant messaging 3. document archiving 2 document collaboration features 4 finding information Speaking 3 Work in pairs. Choose one of the words in the box and roleplay a conversation requesting a training session. Then swap roles and repeat with another word, CAD software databases networks. spreadsheetsBusiness matters Reading 1 Look at the headings in this report, Whal are the main points of the report? Current issues for BOL Limited and possible solutions Introduction ‘Our asl year has bson good. The new overseas office fs doing well and our B2B and B2C ‘sales ara increasing quickly. Our sales team Is working hard and out four bricks and mortar ‘shops are also doing well. However, thers are some issues that we need to deal with 20 that ‘we can continu to do wall in the future. Some new technology might help with these. Problems: communication and internet sales. ‘We have foune! two problems that the IT Department could help us with. These ars: ‘+ Communication between aur diferent country offices and desariments in diterant ‘ocations isn't very efficient, especial for our international locations. We are collaborating more and more between different locations, so it's Important to make this sy for pacple. * Internet sales are going down. There are several reasons for this, The main one is that ‘customers don' jk using the cutrert ontine shopping aystsm. We need a system that's ‘easier to use 90 thal customers don't give up belora they finish their transactions, Recommentiations for IT solutions ‘The first step should be to find out whether technology can help with these problems and, if 80, how itcan help. It this is successful, next we should find out about prices and features of appropriate systems. 2 Read the report in 1 and answer these questions. 1 Does the company have locations in one country ot more than one? 2 What problem do they have with communication? 3. What problem do they have with e-commerce? 41 What two steps does the company want to take next? Speaking J Wor: in paits. Think about the technology that you talked about in this unit. ing pai Which iterns could help the company in 1? ifthe company had the item(s) now, how would things be different? Writing 4 Look atthe report in f and answer these questions, 1 Which features of the report clearly show the main 2. Which section of the report: a) gives the background information? b) gives details? ©) talks about future actions? 3 Ineach section, where is the main idea: at the beginning, in the middle orat the end of the section? 5 Write a short report explaining your decisions in 3. Use these headings: * Introduction + Suggestions and benefits + Recommendations fornext steps * SL52 Reading 2 Read this interview from Computer World, an ot ‘Work in pairs. Put these slages of the software development process in the best order. (1 The customer checks and approves the final version. CZ Speak with the people who will use the new software and analyse how they vill use it, C Plan the project, write the specifications and prepare instructions for the programmers. D Test and debug the code. C1 wiite the code ie Magazine, in which Jess Wong, ‘a systems analyst, talks about her job. Which of the stages in I does she mention? 50, Jess, could you tell us about the ‘autran doas, what you see on every requirements analysis process? pop-up menu and so on. JW: Well, frst, we tallcto the client ta find CW: Is this where you draw flaw charts? ‘out who the users will be. Then we Yes, and the user interface. Interview as many users as ve can, CW: And does the client check the This can be difficult because we have specification document? to look at every step in the pracess JW Cerrainly. We want the cilent ro look very carefully, in a Jot of detail, al every part off, to be sure that they CW: And what's the next step? are hapey with it. We usually have to JW: Next, we aut together the make a few changes at this stage Dut specification document, This shows this is usually quite quici. Then we ‘everything that the program does. ‘can hand over ta the developers so. And by that | really mean everything! that they can do their part ofthe jab. We have to write dawn wha: every 3 Read the interview in 2 again and answer these questions. 1 Why does Jess talk to the client af the beginning of the process? 2 Whyate the interviews sometimes difficull? 3. What does the specification document contain, besides writing? 4 Why does the analyst want the client to check the specification document? Vocabulary 4 Complete these definitions with the words in the box. Use the stages in | and the interview in 2 to help you. approve analyses debug detail" intorviow 1 2 3 4 3 all the separate features and pieces of information about somethi think about something very carefully, step-by-step —___ officially say that you are happy with something —__ ask someone questions formally in order to find out information. find problems in.a computer program and correct themListening § [E5555 Listen to a systems analyst talking to a worker. He is preparing specifications for a pizza shop website to take orders online, Which stage from Tis he at? 8 Complete 1-4 in this flow chart with the steps in the box. Then listen again and check your answers. ‘Ask which typo of standard pizza: Ask which toppings. ‘Customer wants standard pizza?” .. Write oider on‘order sheet. Rasa, 2a. Z| 4+. 7. ys Y E3283) Now complete 5-8 in the flow chart in 6 with the steps in the box. Then l listen to the second part of the conversation between the systems analyst and | the worker and check your answers. i Ask for delivery addréss. Calcutato'dolivory time. Customer wants ariother pizza? "Tell customer delivery time. Language Expressing user requirements. We use should, have fo and need to io express The program shouid be easy 10 use. requirements. Itneeds to be fast but it doesn’t have to look good. _| * We can also use want + object + infinitive. ‘The client wants the program to rum on old versions of Windows, ‘Speaking 8 Work in pairs. Use the flow chart in 6 to say what the program shoul do. First, the program should find out what kind of pizza the customer wants: standard or choice of toppings. Work in small groups. A shop selling fashionable clothing for young people ‘wanis an online order system. Think about the software and make a list of requirements. The website should look ineresting for young people. It should show .. 18 Compare your list from 9 with another group's list.Website design and architecture Speaking 1 Work in pairs. Think ofa typical website and discuss these questions. 1 Which pages do most websites have (e.g. contact details)? 2 Whieh of these items, or other items, is often at the top of each page? Which is below that? What else might you find at the top of a web page? * contactdetails + menus + search ~—* ‘title 3 What makes a website easy or difficult to use? What makes it interesting? Think about how easy itis to find things, what the website looks like and what is on it (e.g. photos). Vocabulary 2 Complete the rnenus on this home page of a computer game website. FAQs = frequently Compary blog. . Contactus. ‘FAQs'.. Howtopay Howto play ‘ssked questions Images Login Players’ form Prices". Videos ince reais Reading 3 Read this case study about a website development project. What do you think a fan site is? Was the project successful? How do you know? SEO = searct engine optimisation The computer (1) ____ 5 The monitor (6) _____ (faulty). Does, (switched on). Go to question 3. the customer have a spare working monitor? No > The computer power cable ‘Yes > Ask the customer to try the spare monitor (2) —___ (connected). Ask Go to question 6, the eustomar fo check the cable. Go to No Unknown fault. Tall the customer that we ‘auestion 2 can escalate to a site technician but if the Can the customer haar anything from he robiem is with the computer, there will be computer or gee any lights on it now? a fee. Yes > Go io question 3. 8 Dees the spare monitor work? No > Goto question 7. Yes > The first monitor (7) Can the customer see any lights on the edge at (faulty), Replace iti i's under warranty. ths monitor? No > The video card (8) —_ Yes > Ga to question 5. (faulty), Escalate to a site technician to No > The monitor (3) check the video card. (switched on), Ack the customer to press. 7 Does the customer have a spare working the monitor's power bution, Alter thal, goto computer? Does it work with the monitor? question 4, ‘Yes > It's probably a faully video card, Escalate to Can the customer see the monitor light now? a site technician to replace the video card, Yes 3it(4)_____ fa power problem), «NO Unknown fault. Tell the customer that we Go to question 5. ‘oan escalate to a eite technician but if the ‘problem is with the computer, there will be No The monitor's cables (5) (connected). ASK the customer to check alee. Speaking 7 Work in pairs. Roleplay dealing with a monilor problem using the troubleshooting guide in 6. Take turns being a caller with a blank monitor screen and the help desk technician,Al Solutions Speaking ¥ Work in pairs. Put these steps in Solving an IT problem in the correct order, i | Decide which of the possible solutions is the most likety. ! [Gi I that doesn’t work, try another solution, | [1 Check what the symptoms of the problem are, i (2 Continue this process until something works, 1D) Think of some possible solutions, C1 Thy the most ikely solution, Listening 2 BEZIER Listen to two repair technicians in.a computer shop talking about a ‘computer a customer has brought in for repair. Have they solved the problem yet? 3 Listen again and tick v the tesis they have tried. Ftesimemory CI replace memory C1 replace motherboard Language “Proposing Béssibie solutions H Eis C28 use shoul or shoutin'tin frst condtional [lwo add an exta fan ie compo should bo Hae : ‘| entoress or reste we tink are tke a not | iwe dont add an cuba an tis contre ata ure, we use might overheat | | ecan als we ty = ui pase sliene | Lal yaaa lawng oo SETS 4 Complete these conversations. Use the words in brackets and language from the Language box. Add any other words necessary. | A: My app hasn't updated to the latest version, B: Your phone settings might be wrong. If you (change/settings/app/update) ‘soon, Ee 2 A: My phone isn’t sending or receiving data. wa fneel B: Maybe the network connections are switched off. Try We (checkumetwork and connections settings). 3A: My phone's running really siowly. 5: There might be some bloatware on it, which you probably don't need. Thy ———________ (remover). 4 A: T've just got a really high phone bill. I's too expensive! 5: You need to be very careful with some mobile phone data plans, to make Sure you don’t go over your usage limit. Wyog (cheek/usage/regulariy/yoube) OK. Complete these definitions with the words in bold in 4. 1 the amount of something that you can use 2 software that some computer and mobile phone companies put on their Droducts as advertising 3 adocument showing how much you have to pay for something Speaking & Work in pairs. You are technicians discussing a problern. Follow the steps below and roleplay the situation, Then swap roles and repeat the activity, {Student A: Explain the problem. (mobile phone works but nat data) + Student B: Ask what Technician I has done already, * Student A: Answer Technician 2's questions, (checked settings, checked battery level) * Student B: Make a suggestion, (try a different network) | iVocabulary 7 Match illustrations A-F to dangers 1-6 in the leaflet below, Then match dangers 1-610 the pieces af adviee af. ASI = repetitive strain injury Dangers X Advice / 1 backache ©} Move the cables. 2. lectric shock bi Don't bend your back while siting at a desk! 3 RSI ch Let it cool down. 4 trips and fails 4) Unplug! 5 short circuit e]_Keep your wrists straight. 6 bums ff] Bon't spill your drink, Writing & Speaking 2 Write a sentence for each of the illustrations in 7. Use language from the Language box on page G4. Unplug the computer before working inside it 'you don't, you might get an electric shock. ‘Work in pairs. Take tums to give warnings about the dangers in the illustrations In 7. Follow these steps. + Student A: Point outa problem to Student B. Student B: Ask why it’s a problem. Student A: Expiain why it's a problem. Student B; Show understanding and ask what to do. Student A: Explain how to avoid the'problem. Student B: Thank Student A for the advice.Your future in IT Speaking ¥ Work in small groups. In what area of IT would you most like to work? Why? Reading 2 Complete the CV with these headings, | a) Education and training 1) Position held i b) Main activities and responsibilities g) Subjects/Occupational skills covered 4 ©) Organisational skills 1b) Technical skills ) Personal information i) Tide of qualification awarded ) Personal skills i) Work experience Bow a a em — 4 ees Sill ‘er a seg tek vse ee amram ae agate Besant anwn gaggia ee, ‘atin mae san ty caoh art nd reader stchatrs tye to th ap Mata ac ee i MA en Cec | a \ o, ”. coment Cee co — secant hare [SR me a nt pe oncom dee 8. Aron Raptaetndjuwacrwawasiomsedee pees chy 8. aa sds enters han chy sag revenge anys Neaopek nk ety Saeeacie ge ta as ne Danone es sg Sones oo seem aioe ee Minette ee Speaking 3 Work in pairs. Discuss these questions, 1 What technical skills do you have? Where have you used them? 2. What personal skills do you have? In what situations have you usec! them? Waiting 4 Witte your own CV. Use the Buropass CV structure in 2, Language ‘» Verbs fo talk about career plans We can use planiintenctinopelexpect + to-intinitve to | ‘hope to manage ny on eam {alk about career plans, J expoct to stay with this company for many years Speaking 3 Work in paits. Tell ‘your partner about your career plans. Talk about further 4ualifications, skills and positions,Business matters Speaking 1 Worl in groups. Discuss these questions. 1 How do you feel about interviews? 2 Have you had an interview? Tell the group about an interview experience. What was the interview for? What happened in the interview? How did you feel? 2 Work in the same groups. Discuss the personal and technical skills you might need if you apply for these jobs. help desk supervisor. project manager _software developer systems administrator systems analyst. wob developer you work as a help desk technician, you have to be good at teamwork. You should also like working with customers. J Work in new groups. Discuss these questions. 1 What might you be asked about in a job interview? 2 Atwhal stage in the interview can you usually ask questions? What might you ask the interviewer about? 4) Work in pairs. You are going to roleplay a job interview. First, read the job advertisement and choose one of the jobs te apply for. Then follow these steps. Interviewers, think of questions to ask the interviewee. Interviewees, predict ‘what questions you might be asked and prepare answers. Make sure your questions and answers include these topics: | + experience + technical skills + personal skills + why the candidate wants the job | 2. Roleplay the interview. Interviewees, remember to ask the interviewers some questions at the end, 3. Swap roles and repeat the activity, | WE eT tate CUR tient Geen uri iiec Le ce aes f Moe ee are ear) i ence kn ener ee et eer eee Samer ate cen eter) i eect {| \Wo are opening a new office and need up to 40 new people with a wide variety of technical skits, We need people forthe following positions: i © systems administrator + systems analyst | + web developer + help desk technician j ++ software daveloner + database administrator project manager In addition, we need supervisors and managers inal of these areas. For all postions, good personal skis are important. : Please apply with CV to jobs@CITItd.com,Internet browsing Website design and architecture Investigations 3 Data communication Speaking exercise 12 page 21 Read these web addresses to Student B, Then listen and write down the web addresses Stuclent B reads to you. 1 wow.w3.018 3 wwwbasic-comp.co,p/foruny/1_754 2 wwwaceinfo.netau/about 7 Development Speaking exercise 7 page 55 Share information with Student B to complete the website navigation chart in 6 ‘on page 55, ‘Two child nodes are linked to the home page. They are called ... and ... 8 IT Solutions Speaking exercise 12 page 61 1 Youare a telephone help desk technician. Use these prompts to help Student B with their problem. . tion 1: reboot computer? 2: check cables? 2. Swap roles, You have an IT problem. Use these prompts to ask Student B, a help desk technician, for help, + problem: computer running very slowly + response to suggestion 1: only email and word processor + response to suggestion 2: only 200 MB free1 Working in IT MT workplace rules Speaking exercise 8 page 9 Mestings 1 You ate a new employee in Student 4's company. Listen to hin/her explain some IT workplace rules. 2. Swap roles. Student A is a new employee. Explain these IT workplace rules to hinvher. + start work by 8am. / + eatat desk x + keep desk clean ¥ + connect own devices * Speaking exercise 6 page 10 You are an IT support technician, Student A is an operations manager. Roleplay a meeting about replacing old equipment. Follow these steps: 1 Listen to Student a's self-introduetion, then introcuce yourself 2 Explain the problemn: seven laptops are very old: you need new ones. Make a suggestion Listen to Student 4's response. Explain that tablet computers can’t run the company’s software. Suggest. Purchasing some computers now and more later, 5 Listen to Student A's decision. 3 43 Data communication li Internet browsing Speaking exercise 12 page 21 Listen and waite down the web addresses Student A reads to you. Then read these i web addresses to Student A. ' 1 wwrmworldbox.com.sa | 2 www:internode.netde/business_intro i 3 www.ug.edu/study/prograrn.himl?prog—2236 4 Administration ‘Spresdsheets and Speaking exercise 5 page 29 formuiae Listen and write down the formulae Student A reads to you. Then read these. formulae to Student A, equals if... bracket ... A equals 20... comma ... 82 comma... nought ... close bracket fe| -SuM(b2 jeyesumgsi0" fi] -SUM@F7:F25)4365 5 Choice ITeosts Speaking exercise 7 page 39 ‘Your IT manager has asked you and Student A to calculate the total cost of ownership | (TCO) of two items over three years. You have the costs for the Samiba DR750 laptop 1 and Student A has the costs for the Sundai TB10.6 tablet. Answer Student A's questions so that he/shie can complete the first patt of the TCO calculation worksheet below. ‘Then ask himn/her about his/her information and complete the second part of the worksheet, Quotation fo an Wor We appreciate the opportunity to quate for you |} Nofyeare. 3 on the Samiba DR750 laptop computers, Prices bem ‘Bamiba DR750 | Sunda 1B106 are per computer. ; tei porchaae ost * Samiba DR750 with OS installed: $540.00 “Goftware. + Microsoft Office Home & Office: $379.95 Waray + Three year warranty: included in price + Training: not necessary — software = is standard ining + Tech support: free Crier icons + Spare battery: $79.20 | | Leistcastofomerstip Technical support costs6 Interactions Ecommerce Speaking exercise 6 page 49 881 = cocure socket layer 1 Read these definitions to Student A. He/She will give you the covrect acronym or phrase for each definition, Waite it in the gap, a) this stops people from copying music or software after they buy it ‘b) businesses that have real world shops as well as online shops ——_ ‘) a way for devices to transfer information between each other when they are close or touching; can be used for low price e-commerce. 2 Student A will read the definitions of some words to you. Give him/her the correct acronym or phrase from the box for each definition. B2Gbiicks and mortar store” SSL. 7 Development Website design Speaking exercise 7 page 55 and architecture Share information with Student 4 to complete this website navigation chan Two child nodes are linked to the horne page. They are called... ard .. 8 IT Solutions Investigations Speaking exercise 2 page 61 1 You have an I? problem. Use these prompts to ask Student A, a help desk. technician, for help. + problem: no intesnet connection + response to suggestion I: 7 + response to suggestion 2: x 2. Swap roles, You are a telephone help desk technician. Use these prompts to help Student A with their protlem, + suggestion 1: how many programs/qpen? + suggestion 2: check space on hard disk? + solution: need to make space on hard drive; delete things i neen Unit Working in IT 1 Hi there, im Marla. Ihave a great job.1 write software foe the compary's computers, 2 Him Ahzned. I supervise a team of echnical support People, When our customers have a problem, we help them to get things working again. 3 Holla. Freddy here. I work for XBM Technology, I'm responsible for our TT projects. Ihave to plan prolects and ‘make sure they're finished on time, and also that they don'tcost too much rmaney! It's & very stressful job! 4 My name's Hana, Hil look alter all the eorpters in the company's offices. Iset up new computers, insial software and generally keen everything working. And if someone bas trouble svith their computer, i's me whe has to diagnose the problem and fxit. Oh, my job ttle: Yma support technician, 5. iiyal My name’s Tinotiy but mest people just call me ‘Tim, In my job, | design databases, hen develop them ard later maintain them, @ Hello..'m Sophie. Ihave a very interesting job. When 4 company wants us to write software for thera, I visi, them and find oul exactly what they need, Then I wie specifications for the software, Our software developers then write the software te match the specifications. My Job tiles eysterns analyst ‘A: Hi Robert, Just to help me understand what you do, could you tell me about your daily routine? Br Well every days cifferent. But general, [arrive at ‘otk at about 8.30, go straight to my desk and check my emails. usually have a few of ther. Irsply lo as many as can but by nine, when most of the office slat arive, ‘my phone generally stats ringing ‘A: S0 how doyou actualy help people? B; Hmm... itdepends. I normally ry to vist people at their desi but occasionally, problems come in from sakes people while they are out visiting customers ~ problems ‘with thet laptop, for instance. Then I have to solve the problem on the prone or by remote access. This isn't very commen though, And what else do you do? ‘Wel, from time to time. | have to attend meetings with ‘managers and talk about our IT systerns. And a few times every year, | speak to visitors who are selling equiproent ‘we might want to buy. [hardly ever go out lo visit them though ~ just once wher I went to the local computer shop for a cable because we couldn't wait far delivery... Gees ‘So what does your company do? Well we mosty develop apps for Apple and Android eres ~ Phones, that kind of thing. ‘And who ate Your estomers? im. they could be anyone, realy For example, many sre companies, wanting an app to stow thelr products. Be ee er We also do alot of work for educational organisations. ‘They often want apps to help people learn something, Does your company procuce any hardware? ‘No, that's a very different feld. All our products are sofware. But we do wark closely with hardware ‘manufacturers to make sure our software works well ‘4: And what are your future plans? B: Good question! We have a produet launch tomorrow night. Do you want to come? ied = Wan; L = Lateefa} Hi, Lateefa. How's your new job? Le Good, mostly, Ivan. 1 enjoy programming. But Thad a small problem today and I wanted to call my molher. My ‘manager heard me and told me not tol | cac’t even make personal phone calls! 1: Oh dear! That's a pity. But it's the same in my office. 1's OK if we use email though. No prablem then. Le Ane that's not all When my manager came aver tome, she saw [was Uying to update the software 1o a new version. She wasn't very happy at all! She said I musttrt install anything myself, for security reasons — | have to ask the support technician to do it. Thar's a bit of a pain. whenyou're busy! {I guess I'm iucky! | can install apps as often as | want. [One thing's good though. 1 What's wat? Li Occasionally, ean work from home. That mears I don't se8 my manager! Great! [d= Juliet; F = Fred; U = Ulnik? 4: Hi Jule here, Chie Accountant. s everyone there? F._ Yep, Fred here, Office Menager in the Manchester office. U: Unik here, also in the Manchester ofce. tm the IT Support Officer. 4: OK, Let's slat the meeting. understand that your Design Department's computers are very slow and we ‘need to find a solution. We don’t have much money {or T equipment at te moment, afraid. Any suggestions? Fred? What about upgrading toa new version of Windows? A ‘new operating system is much cheaper than buying new ‘computers and should be faster J. Good idea. How does that sound, Ulak? ‘Us Um... wall. afraid there might be a probiern. Unfortunately, the computers just won't run the new Windows well, They're just loa od. F_ OK Could we buy more memory then? Ur Taatssouldn’t work elther, unfortunately We can’t pat any more memory in. They're already ful. realy don't sink that upacading wil work, J: That's pity. We just con't heve enough money to replace all Ine computers. Do you have any more Ideas, Ubik? U: Row about just replacing four computers for now, and {the other four later! | think | ean find some good deals. How does that scund, Fred? i : : \ I i i iFYes, um .. think that will work, think the designers wil ‘be happy J OK, good, that’s decided then, Uk, send me an email ‘hier you've found a good price. Now. let's move on ‘othe next item on the agenda, which is the cost of menew Unit 2 IT systems OC een ageing with ser nore des nearthe ride wel at aan te mil ase CPU see ‘here ns CPU he crags a aime eso yore tiekegor auonneauiee Reagan hitthees stoke an aeaean mere Me oredr eae ey vas bit amy medace hon hae ae citvebaure Seetne see aay et legs These se where te epoca ans ie that go. Nove, looking atthe left-hand side: this fs where the ‘connectors are. The lawer ones, nearer the batoms, are the ‘audio sockets, forthe sound. And above them isthe Ethernet ‘connector, where you plug the network calle in. And higher ‘up are some USE pons, for connecting your peripherals = you know, things like your keyboard and printer. And the hard ives and Blu-ray drive? They plug inta the SATA sockets — they'te the orange things in the bottom right-hand corner. See the five of them? 1 adualcore processor 2 aquad-spoed Blu-ay dive 3 a85.millimeve socket = amicromee 5 18nanomenes 8 adéldlodyte fle 7 2a megahertz B Aterabyies 1A = Assistant; M= Manager] Fe teen jee Creare Sng ere. OF he gt te Mt: ‘order form ere, ‘AL And here's the delivery sip rom the shipment. Mi: Right. Let's see ifthey match. What's st on yours? A: Fivelaptops, each witha 2.78 gigahertz duelcore processor, MM: Ok, at's tine, ‘A: And 390-gigabyte drives, IM: ANI We ordered 500-giaabyte dives, Oh dear! How much memory do they have? Ac Bight gigabytes, M: That's no good. We ordered 16, How about the video card? ‘A: Ladeon 3850, One gigabyte. M: Wel, at least they gol that one right, And the screen, resolution? A: 15<6inein, 1820 % 1080. M: Hmm... Should be 1388 > 768, I won't camplain about Gat though, ‘At And four USB ponts, no OS, one year warranty. Mz Yep, thal b's fine, How about the desktops? There should be ten of those? Ac Yep, that’s what this says as well Ane, er. yep, ten boxes. Mz And they should be 3.4 gigahertz and with eight cores. ‘Well, they're 24 gicahertzall right but they seern to be quad-cores. uch! All wih twoterabyte bard drives. You mean each has two drives, one terabyte each? Nope, thay each have one drive, swo terabytes, Oh dear! Still not what we ordered. We really need the two separate internal drives. How about the raphies card? ‘Two gigabytes That's OK ‘And the optical dive is a6 x Bluray drive, Good, SPeee > ‘And there are four USB ports and a wii card ‘Well, they got ihe optical drive and the wi-l card rg Dut we asked for elght USB ports! Oh dear eal Dingle straight avvay. ‘OK, so fist, can you see ‘Computer’ in the lefchand pane? Er_-mm_.. no, Idon't Wink $0, (OK, can you scroll up ta the top? Ab. yes. can see itnow. Now, right-click on that and a menu willappear, OK. lst select ‘Manage’. There may be a short walt but a box Should appear. Can you see it yet? ‘im... nt yet. Ah, yes! There iis Can yousee where it says Sora pane? Yep. Just to the Jet of that isa litle box with a plus sgn. Click ‘on that. Um yep, gotit ‘And a new icon will appear, labelled "Disk management’ ‘Glick on tha an! ist of your drives will appear in the centre pane, How many are there? ‘There are to: Disk 0’ and ‘Disk P. see. New, just right-click where it says Disk O" and ‘choose Properties’ from the mena, Then, from the box That appears, choose the ‘Details tab. Then you'l see a dropdown menu, Yep, gat it In that drop-down menu, select install cate Um... usta moment while Hook ferit Ws about half way doven. You'll probably have to serell down a bit A, yes. Hereit is, ‘OK, thanks. What date does it sey? 7 December 2011. OK. Thanks very much, EPER Ep the lefehana RG ee be RORwEe e ze Ree A 5: a ‘We've come across a few organisations recently who have been using open source software, We think this fsa big, mistake. Why? Well, there are several reasons. First, there's the issue of cost, Many people think that apen Source software is cheaper than proprislary software. However, this is not true, Yes, il costs ess to buy 10 begin with, Dut that's not the only cast. There's also te cast of taining, and the cost of support. A Jotof proprietary software is very ‘common, 30 there are many people who already know how To use it. But open Source is often unfamiliar, so addtional training is required. Also, open source operating systema providers often make their money by charging for support; butifyou buy proprietary software, supports free.a ‘Seconaty, companies that produce proprietary software can pay salacies to their software developers. This means nat ropeetary software is usually better, with more features, & betler-iooking user interface anc fewer bugs. Finally, with operating systems, thre [sone major disadvantage of cpon source systems. Host commercial software doesn't run an open source operating ssterna, ‘Open source applications for word processing do exist but for others, suchas design and video extiting they are not very 00d, For those purposes, the industry standard is o ues roprietary software, Unit 3 Data communication E is that the IT Deparament? Yes. Can help you? Er... yes. 'm having trouble with the new browser we're Using en our PCs. OK, what's the problem? Weil, the eld one had a box for searching, ‘The search bar? Yep, this one has i too but t's the same place thal you type the web addess into, A, You mean thal one that starts wth hip’? Yep, ars. OK, let me try. Ineed to open a new tab fist. new how to do that in the old beowser but actin this one, Now See the litle shape to the right of your current tab? Pro RoE Sst click on that Ah, yes. ve got a new tab now, OK, hows ust type what you are looking fr into the address bar and hit ‘Boter, 1° search for you. Ob, I see, OK, that works! Great! ‘Thanks. That's good. l understand that now. But something else is confusing me: I can’ see ary menus, Where did they go? ‘Wel, see that spanner symbol in the top tight corner? ck on that and you'? see all the menus there, A: Oh yes! Thankyou. Tdon' tow how | missed that! 1B: Great Is eversthing else OK? ‘AS Nes, thans, There Is one thing {do like. Lean see all my ‘bookmarks now, just below the adress bar. Much easier ‘than going to ¢ menu for them tke before? A: What's he address? Ws WWEW, dot D, cash, 0, dash, saciitvont; alt one ward 2 Yep. Dot, gov, dot, AE Yep. Then forward siash, schools, underecore, two, dot, HT EL and then a question mack, followed by 73. Ok, so that's WAW-1V, dot, D, dash, 0, dash, sociatoorh, Got, gov, dot, A-B;:forward slash, schools, underscore, wo, dot. H-TAM-L, question marl, 12? That's it Great Thanks very much. You're welcome. ROP gewee rer > omep B A 5 A: Cou'd you tell me the address? Br Yes, sure I's W-W-W, dot, A-G-~A-M-Y, dot, com, slash, ‘Search, slash, results, underscore, 78, dot, A-S-PK, dash, 2. a PR ore poe ze OK, 50 that’s WWW, dot, AGA ‘Search, sash, resus, underscore, 78, dot ‘question mark, P? ‘Almost right. I's dash, Pat the end, net question marks P, OK, thanks very iruch, ‘No problem, dot, com, slash, ASH, ‘Aad! haw are your sales tearn connecting to the intetnet nowadays when they're visiting clients? nn... they just login In the normal way. They have dongles that plug into thelr leplops. With dkese, they can, send data through the mobile phone system. Or they can use a wireless connection. Sncn that doesn't sound very secure. What do you mean? They all have passivords. Wel after the data leaves the computer, theze are many ‘ays for peopte to read If they ty hard enough Yeah, but the’s not very common, is #2 Actoally, you'd be surprised! I's happened to mary af my clients, (Oh dean! What can we dor ‘Welt, what lecommerl isa VPN ~ a vital private Aetwork, which s a very secure system that’s easy 10 use, Your team willbe able to log In from anywhere, Sounds great! si difficult io use? ‘Not at all. Your sales team will log in as norenal they can use the same dongle or will networks as now. The systecr will encrypt your data ~ in other words, wil ‘change your data so tat no one else can tead it only Your company’s computers. Even the government won't be able to read it You don't have to worry about securily atalll Hi, Mat Ave the new tablets far the installation technicians ready? Yep, neatly, Great! How much paper do you think they" save? Cots 'ahink, Currently we print out instnictions ane’ then ve them fo the installation technicians who go oul to clients. And when the work is finished, the customer signs for the work. Afterall tna, the technician tales all the Paperwork back tothe office Yep. ‘But with the tablets, we can just send the work instructions over the mobile phone network. The tablets have GPS anc maps to help nd the elients quickly and esily. The customer signs the alectronie verston and the system sends ito the customer's email address, together with an iwveiee. Ako, the data about each job goes straight t0 our database, Great And do you think the tablets will improve esibiliy? Sure. Sometimes a customer changes their arder when the technician is already out ofthe office. Inthe old. system, thet was.a problem because the papanwork was stready with the technician. But with this system, we san just updaie the imstuctions remotely ‘That sourds ike better customer service! [ guess we can iso communicate more easity with the technicians? ‘Yep. Ifthey need spare gans, they just send the specications directly. Mach quicker thac telephoning! And thete are probably fewer mistakes that wary a4 well Ws the same when changing thelr schedules, We can do that when they're out working as well Sounds great! | [ ' |B: There's one thing they don’t hike though: we've blocked access ta social networking sites and video streaming. A: Wel, we don't want them using Ihose at work now, dowe? Unit 4 Administration A: OK; s0 here's the price calculations worksheet. You can, probably see what it does. We wrote to add these twee ‘values: £217, £9.45 and £2.99. So, see, Ife add those Uvee values, we get a (otal F814. 81. OR? Yep, that's cess. Now, see that total, the £14.617 Thats in cell BB, ‘An, because it's inthe cell where coluran B meets 1aw 6, ‘That's ght, you've gol i, Now, if we click on cell BB, we ‘can see the formula int here, ight next to vhere it Says fe. Notice the equals sign. Alldormutae have to statt with ‘an equals sign. Then, after that, isthe function, which, inthis ease, is sunt. Now, this function just adds up the values in the cells, OK, Tee. It save, ‘equals sur, bracket, B3, colon, BS, close bracket, Whal does 83 colon 25 mean? ‘A: That just tell it which values 10 100k up. It means cells 183, BS anc everything in herween in the came coh. B: sea. Sot adds up the values in B3, B4 and BS, to get the 51461. Ac Yep, that's right zee 1 Can you tall me what's wrong? Liyped in the formula fora ‘your instructions but! ust get an error message. 2 can’t find the spreadsheet! I definitely saved tin my ‘main folder! Yesterday I designed a spreadsheet to work our last mont’ sales figures. However, Just doesn't work! 4 Liyped a date into this cell but i shows me a number instead, Oh, yes, I was going to walk you through our client database. I's quite simple and It has the usual abjects ~ tables, forens and reports. Now, here's the lable forthe client companies. It looks ike a spreadsheet, doesn't i? Each record inthe table is like a row on a spreadsheel. thas several elds - Ike cell {a spreadsheet. This are has the customer ID and information boul the person who we contact al the company: given ‘name, family name, job tite, emall aédress, you mow, things ti that We give each customer a customer ID 50 thal each record is unique - everyone has a dillerent custome ID. Because i's unique, we can use asthe primary key. ‘Now, um... Unete's another table here, the table for orders, ‘We give each order a unique order numaber = that becomes the primary key for that table, And we bave flelds for item, ‘Bumber of lems orderetscost ancl se on. Next, we have the forms, which malte It easy to put Information inte a table, This one's for adding a new customer or updating customers’ details, ‘Ang we have a few reports already prepared for printing, Here's one of them, the yearly report for total sales. We can also retrieve a recore, of course, If we just want to look af one secord, And if we want to corabine information from mate than one table, we ean query the database 1s thal making sense? Any questions 50 far? Hey, Kevin. How's everything heer? Pretty good, think. No major problems, How did the upgrade to the accounting software go? Quite smoothly, actually, We depioyed i OK. think moet people did notice! ‘and the backops? “They're all unning smoothy. In the Design Department, one of te computers had a disk crash, 80 Iput in anew one and recovered the data ftom backup. Thal was fine. teas up and running again in a couple of hours And the new staff members? All go06. I set their permissions on the system and showed ther around the network Ac And the sieps we were going to ake to improve secuiy? Yep, the marketing eam now have read-only access to the accounts data, And I locked thera out of some areas completely ‘And dd you choek he fogs? Well | did but there wes something that looked a bit sirange, Le's check that out later Sue. And were there any other preblems? Justthe usual small things — {had to resel a couple of ‘passwords that people fergot and sort outa problem with ‘Someone who thought his password wasivt working, The usual hing he'd jst left his ‘Caps Lock’ oat ‘Ay Greall Levs hope today goes as saath ee 1 Daly, before you class the database, coud you email me 2 report on last month's sales? 2 Aer pariioning the tard drive, could you run a memory check? 8 Yoshi, check jour schedile before vou re-install the ‘operating syste it can take over an hour. Ard yOu have to stay wh itil ask you to do several things while its mnstaling, 4 Alter! get access to your mackine, youll see the cursor ‘moving around the sergen. Dos't worry 5 |ust me checking a ew tings. 5. Justone point about our company rales: before eraole accessing anyone's computer, you should always ask, themih's OK. Ce 1), Peter. Could Ihave @ quick word? Sure, Ym having abit of trouble with that new NAS device. Everything was fine with ityesterday. But this morni the accountant was trying io save a spreadsheet toi and she gol an ervor message, So | checked it and, yes, lust, ‘couldn't connect tof from anywhere. Br On dear! Any ideas? ‘A: Wall, there's no problemn with the network - tested that a few mirutes ago - so 'm confused; Perhaps thete's a problem with the network cable? B; That might be it Ler’s take a look. BE PREP EE BP ge Unit 8 Choice 4 Decicated hosting is more secure than shared hosting 2 The Basic plan gives you more bandwidth than the Superior pian. 8 Websites run faster on det ted servers than on shared 8Ofte three, the Basic plan has the least power processor CREE ‘Ai Hi, how's going? Did you find 2 hosting service that we car move our website lo? Br Yes, Il gve you the details later but, basically, the ‘company with the lest deals has three options ard think we'l find one that fits our needs. And if we dom they can customise i we give thein some specifications. ‘A: Sounds goad. How about the prices? Well the set-up fee is the same forall plans: $200. And the monthly charges go trom $200 to £00. ‘A: OK, $260 dollars is'tbad but 500 is abit high. We'te not 2 big company. But e's look atthe technical deta. Ie there enough storage forthe information abont all ne ‘usic we seit on our website? We have nearly a terabyie Of data there, think. B: Yep, we should be able to get every tem that we setl fonto-the website. And is there enough bandwidth forall of aur customers? We had over 10,000 last month, Yep, I think we're currently using around two terebytes a ‘month or more. Their plans cover thal amount. ‘And what about processing power? ‘Well, we don't need the servers to do lol of processing p 5 & B And ifthey do, we just mepeet the process ~ask them the ‘same questions again And if they don’? Er... then we ask for the delivery address. Oh, and we ‘ell them approximately when we wil deliver it How do you work that oul? ‘Well, usually ust loc at how busy the steff are and how ‘many orders have come in, and make a guese from that. | see. rom... we'll have to werk oul a way for the software to calculate that. OK, thal’s great infovonation, ‘Thanks very much. And then, what do you do next? ‘A: Now, te begin with, there are two snain variables, called f.Move and gam. The fast one, ¢ Move, tells he robo! ‘which way to go: back, forward oF siay sll. Ig. Sfoue is 2210, he robot doesn't move. Ok. ge 2 pe ‘The second variable, ¢ Tum, tls it to tur lf, tum right ‘or not to turn, | see. So, ifg_ Tum is zero, it doesn’ turn? ‘Toat's tight How, look atthe frst ine ofthe code, here. setsg_ Move and g Turn to ze, ‘Telling it not to move and not to turn? That's ight, {see: And the next line? See thls variable here, aey_ Press? This has the value of the key pressed on the phone, So, if you press ‘on the phone, for example, Aey Press bas the value a. ‘And if Tpress the 9” key Gn the phone, key. Press takes the value x? AL Yep, you've got it, Ca A Now, let’ look atthe if statements. See the four of them here? B Ye, Ac Now; the first one looks at key Press. Faey Press is 2%, theng Moe becomes I Br nother words, pressing ‘a’ on the mobile phone means that z Move takes the value of 12 A: That's comrect. And later in the program, we'll see that if 48.Bove is 1, the robot moves forwards a sep. Br Tee! 80, looking at the next line, ifyou press on the phone, g_ Move becomes 2 and the robet moves lorwards 2 steps? A Wel, the fre bis right, yes. @_Aove becomes 2. But 2 ‘actually makes the robot move back a step, B: Min. see. So, for the nest one, if you press‘, can see that g Turn becomes 1. bul does that malke tre robct turn Fight ar left AD tttuns ff, Br So, prossiog ' makes i turn right, A: That's corect FOES eo aeA: OK; let's have a quick locleat the Gantt chart. What's our schedule? B: Well the systems analysts are finishing thet tasks at the end of week 3, sa your lear is scheduled to start coding in week 4, Then the second milestone, being ready for alpha testing, is due in week 8. A: So... we have five weeks to do the coding? Bi Yep, that’s right. Anc then the alpha testing is due to finish at the end of week 10, s0 you're scheduled to deal ‘with the feedback from that in week 11. A: And we have two weeks to do that. and then, laccordina to the chart, we start again in week 16, after {he alpha testing. Hmm... we only have a week after the bea testing? That daesnt sound very tongt 1B: You'e right That's rather short. Lihink there's a mistake; the beta festing should only lat two weeks, not three. So. ‘you should have two weeks to deal with the feedback. Mlchange the chart. Two weeks for beta testing and two ‘weels after that for you to do the debugging. ‘OK. That's beter. Thanks very much! ‘Thats OK. We should still be able ta finish the project Defone week 18, Ce 1A: Whenare we due to finish? B: Tomorrow, think. 2 A: What's your schedule next week? Be Well,'m starting a new project on Monday! Unit 8 IT Sotutions 1 rmgeting really fed uo, When ty to save my work, noting heppenst The window goes grey and cant ype arsthing (think te application is hanging. 2. Ivegot aproblem vith my coraputer Aller using fora few hours, i fust cashes, Il gives me an error message an have to vestat 3. My computer won't connect to the interne. The browser ‘window us says Connection error: unable connect 0 the interne. 4 My competées running reall slowly this morning tt taites a minute or two just to open a document in the word processor! 5 Thad really bad meting. ost aft of ie because of big problem wth my ara dv tied compete ‘he technician had to come toreplace i sa goo thing everything was backed ip. {Tough new mobile phone yesterday but when Igo! ‘home, it didn’t work at all. | tried everything ~ recharging the baitery, reading the instructions ... It must be faulty. B: Yes, hil ve got a prablem with my email, Whenever try to send a message, the program crashes. (OK, Can you tell me exactly what happens? Sure. When I press Send’, get an error message saying “This progrard has found a problem and needs to close’ A: Dees it say anything else? 18: Well, something about sending an error report to the software compaty. Oh, and an error code: It says 'Eror 35M. ‘An, Have you tried restating whe computer? By. no, Thaven’t. ‘Could you do thal And Ifyou sill have a problem, Just all me again. (OK. Thanks very much, FU do that 4 The coraputers crashed three times today! 2 (ve rebooted the computer. 3. Have you re-inslafed the sofware? 4 Thaven't had time to finish tne repair. ae Hi, cart stat with your name, please? I'S Marten Schwvar2, That's MAGR-T-EN, Marten, -CH- WAAR, Schwarz. ‘Thanks, Marten. You're speaking to Sarah Boyd today. Haw can [help you? ‘Well, we bought a copy of your accounting software but ‘we're having problems instaling t. (Of dear! I'm sorry (o hear thal. That’s Account Office, isa!t if Which version? Version 7 ‘Thanks. So you're having problems installing it. Can you take me step by step dhrough hal you di? Sure. | downloaded i ror your website and double clicked on the icon in Windows Explorer. A window appeared and [Tollowed the insiuctions, clicking UUvough the steps. But just on the ast stage, here was an. error message, RYght_ And what did We exror message say? Just ‘Error type 3. I've got no idea what thal means! (OK. Have you tried downloading i: again and trying again toinsta i Yep, | eid Ut twice and got the samme error message each tine, OK, there might be a missing fle on your cornputer I ‘escalate your tickel to Tier 2 support. That means that software engineer will call you back within 24 kours.. msure he or she will be able to solve the problem very ‘quickly: BOK, thanks for your hefp. il wait fr thal eal, woe ee pe ee BRR Rm Boe Por A> Tye gota rather dificil problem here. This computer keeps switching off by itself but! can't wark out what's ‘causing the problem. B: Have you tested the memory? A: Yes, the memory test was tine, OK Have you tied replacing the old memory with new memory? ‘A: Yes, Ive red that as well but hasn't helped al all, vuntortunately! 1B: Howabout the power supply? ‘A; Well I've tied puting in a new one but the same. problem sil happens. 8: Mm... the problem must ye the metheroard.Itwe replace thal, it shold be OK. A: OK Lets do tna