ICT Troubleshooting Skills For Home Office

ICT Troubleshooting Skills For Home Office 97 12.2 Mobile Device & Operating System 12.2.1 Mobile Device A mobile device is a handheld computer or any other electronic device that is designed with portability in mind. Some of the most common mobile devices we use today include: Smartphone Tablets Laptop Computers Smart Watches E-Readers Handheld Gaming Consoles

ICT Troubleshooting Skills For Home Office 98 12.2.2 Operating System  An operating system (OS) is system software that manages computer hardware, software resources, and provides common services for computer programs.  Time-sharing operating systems schedule tasks for efficient use of the system and may also include accounting software for cost allocation of processor time, mass storage, printing, and other resources.  For hardware functions such as input and output and memory allocation, the operating system acts as an intermediary between programs and the computer hardware, although the application code is usually executed directly by the hardware and frequently makes system calls to an OS function or is interrupted by it.  Operating systems are found on many devices that contain a computer – from cellular phones and video game consoles to web servers and supercomputers. Types of Operating Systems:  Microsoft Windows  Mac OS  Linux  Ubuntu  Android  IOS  Fedora 12.3 Mobile Application 12.3.1 What Is Mobile Application?  A mobile application, also referred to as a mobile app or simply an app, is a computer program or software application designed to run on a mobile device such as a phone, tablet, or watch.  Apps were originally intended for productivity assistance such as email, calendar, and contact databases, but the public demand for apps caused rapid expansion into other areas such as mobile games, factory automation, GPS and location-based services, order-tracking, and ticket purchases, so that there are now millions of apps available.  Apps are generally downloaded from application distribution platforms which are operated by the owner of the mobile operating system, such as the App Store (iOS) or Google Play Store.

ICT Troubleshooting Skills For Home Office 99  Some apps are free, and others have a price, with the profit being split between the application's creator and the distribution platform.  Mobile applications often stand in contrast to desktop applications which are designed  to run on desktop computers, and web applications which run in mobile web browsers rather than directly on the mobile device. 12.3.2 Type Of Mobile Application? Native App  All apps targeted toward a particular mobile platform are known as native apps. Therefore, an app intended for Apple device does not run in Android devices. As a result, most businesses develop apps for multiple platforms.  While developing native apps, professionals incorporate best-in-class user interface modules. This accounts for better performance, consistency and good user experience. Users also benefit from wider access to application programming interfaces and make limitless use of all apps from the particular device. Further, they also switch over from one app to another effortlessly.  The main purpose for creating such apps is to ensure best performance for a specific mobile operating system. Hybrid App  The concept of the hybrid app is a mix of native and web-based apps. Apps developed using Apache Cordova, Xamarin, React Native, Sencha Touch and other similar technology fall into this category.  These are made to support web and native technologies across multiple platforms. Moreover, these apps are easier and faster to develop. It involves use of single code base which works in multiple mobile operating systems.  Despite such advantages, hybrid apps exhibit lower performance. Often, apps  fail to bear the same look-and-feel in different mobile operating systems. Web-Based App  A web-based app is coded in HTML5, CSS or JavaScript. Internet access is  required for proper behavior and user-experience of this group of apps.  These apps may capture minimum memory space in user devices compared to native and hybrid apps. Since all the personal databases are saved on the Internet servers, users can fetch their desired data from any device through the Internet.

ICT Troubleshooting Skills For Home Office 100 12.3.3 Distribution The three biggest app stores are Google Play for Android, App Store for iOS, and Microsoft Store for Windows 10, Windows 10 Mobile, and Xbox One. Google Play  Google Play (formerly known as the Android Market) is an international online software store developed by Google for Android devices.  It opened in October 2008.In July 2013, the number of apps downloaded via the  Google Play Store surpassed 50 billion, of the over 1 million apps available.  As of September 2016, according to Statista the number of apps available exceeded million. Over 80% of apps in the Google Play Store are free to download. The store generated a revenue of 6 billion U.S. dollars in 2015. App Store  Apple's App Store for iOS was not the first app distribution service, but it ignited the mobile revolution and was opened on July 10, 2008, and as of September 2016, reported over 140 billion downloads.  The original AppStore was first demonstrated to Steve Jobs in 1993 by Jesse Tayler at NeXTWorld Expo as of June 6, 2011, there were 425,000 apps available, which had been downloaded by 200 million iOS users.  During Apple's 2012 Worldwide Developers Conference, CEO Tim Cook announced that the App Store has 650,000 available apps to download as well as 30 billion apps downloaded from the app store until that date.  From an alternative perspective, figures seen in July 2013 by the BBC from tracking service Adeven indicate over two-thirds of apps in the store are \"zombies\", barely ever installed by consumers. Microsoft Store  Microsoft Store (formerly known as the Windows Store) was introduced by Microsoft in 2012 for its Windows 8 and Windows RT platforms.  While it can also carry listings for traditional desktop programs certified for compatibility with Windows 8, it is primarily used to distribute \"Windows Store apps\"—which are primarily built for use on tablets and other touch-based devices (but can still be used with a keyboard and mouse, and on desktop computers and laptops).

ICT Troubleshooting Skills For Home Office 101 12.4 Mobile Utility 12.4.1 What Is Mobile Utility? Utilities are the types of mobile apps that we may use most often without thinking about them as apps. Many of them come pre- installed on your device and serve a single function. Some examples of common types of mobile apps in the utility category are:  Reminders  Calculator  Flashlight  Weather Reminder Calculator Flashlight Weather

ICT Troubleshooting Skills For Home Office 102 12.5 Tips And Tricks 12.5.1 Android Tips And Trick  Android is the most popular computing platform in the world, due in large part to its powerful open-source nature.  Users have grown to love Android for the plethora of features and customization options, but sometimes it can all get a bit confusing.  Google is always making tweaks and coming up with new features for Android, and OEMs like Samsung and LG can add their own stuff on top of that.  It can be hard to keep up, so we’ve gathered the 5 best tips for your Android phone right here. Configure Your Lock Screen Android phones all offer various forms of secure lock screens. Most phones will prompt you to do this during setup now, and you should. The defaults are PIN, pattern, and password. Most devices now offer fingerprint security which will probably be the fastest way to unlock your device. To control your lock screen, head to the system settings, and find the Security menu. Some phones have a separate lock screen menu instead. You will need to have a secure lock screen to use features like Android Pay and factory reset protection

ICT Troubleshooting Skills For Home Office 103 Find Your Phone We have all occasionally lost track of a phone. Maybe it was hiding in the couch cushions or sitting on the kitchen counter. Don’t go crazy looking for your phone next time; just use Google’s “Find my phone” tool (previously known as Android Device Manager). You can access this via the web on a mobile device or computer. Simply log into your Google account, and choose your missing phone from the drop-down menu. Google reaches out and shows you where it is. You can also ring the phone, even if it’s in silent mode. If worse comes to worst, you can remotely erase the phone to protect your data Add Mobile Data Tracking Data caps are common across mobile carriers, and data rates just keep getting faster. To make sure you don’t blow through your monthly allotment, visit the data usage menu in the system settings. Some phones call this something a little different, but it’s always right near the top. Here, you can set your plan reset date, create a warning threshold, and even have data automatically disabled when you’re about to incur an overage. If that’s not to your liking, Google has an app in the Play Store called Datally (pictured). It collects data from the settings menu, and it can limit background data with a nifty floating counter to track your bytes.

ICT Troubleshooting Skills For Home Office 104 Make Sure Your Photos Back Up Automatically There’s nothing worse than losing or breaking a phone only to realize your photos aren’t backed up. You can avoid this by simply opening the Google Photos app and following the prompts to enable auto-backup. The default mode is “high quality” and unlimited space. This compresses your photos, but they look surprisingly good. If you want to save the original image, you can opt to use your Drive storage space. You get 15GB free and can buy more. Google Assistant Did you set up OK Google? If so, you’ve got two ways to access the Google Assistant. To access Assistant, use OK Google or long-press the home button. Then, just start talking. This feature was exclusive to the Pixel for a few months, but it has since rolled out to all Android phones running Marshmallow or higher. Assistant understands more context and natural language than Google’s old voice search feature, and it can be integrated with third-party services like IFTTT, Samsung SmartThings, and Nest. It’s great at home automation and searching the web, and it can even read you the news of the day.

ICT Troubleshooting Skills For Home Office 105 12.5.2 iPhone Tips & Tricks From advanced security to battery management and custom notifications, these are our 5 tips for iPhone users. Turn On Dark Mode If you've got iOS 13 on your iPhone (at time of writing it's available as a public beta; it will launch official in September 2019), you can turn on a system-wide Dark Mode very easily. This gives all the pre-installed apps - and any third-party apps that have built in compatibility - a black or dark-grey background that's more relaxing to read in the evening. To turn on Dark Mode, open the Settings app and tap Display & Brightness. At the top of the next screen you'll see Light and Dark options side by side - tap the one you want to use. You can also set Dark Mode to come on automatically at certain times, such as from dusk until dawn. If you haven't yet got hold of iOS 13, there are still some workarounds. You can try Invert Colours mode, Low Light mode, or Night Shift; each of these offers some of the benefits of Dark Mode.

ICT Troubleshooting Skills For Home Office 106 Improve your passcode security You can unlock your iPhone with your fingerprint or face, depending on which model you have, but your iPhone is only secure if nobody can guess your passcode. If it's 1234 you're asking for trouble. iOS now prompts users to create a six-digit passcode instead of the four- digit passcode (here's how to turn a six-digit passcode back to four digits), but there is a more sophisticated way to make your iOS device more secure: using an alphanumeric passcode. Join a Group FaceTime call This feature wasn’t ready in time for the release of iOS 12, but soon you will be able to partake in a group FaceTime call with up to 32 participants. To make a group FaceTime video call you simply have to enter more than one contact into the address box when initiating the chat.

ICT Troubleshooting Skills For Home Office 107 Skip calls with Remind Me Later Alternatively, you can get iOS to remind you to call back later. As with the auto-replies, the way you do this depends on your version of iOS: most likely, you tap the Remind Me button above the slide, but in earlier versions you had to swipe upwards before you could select Remind Me Later. You can choose to be reminded in an hour, 'When I Leave' or (where applicable) 'When I Get Home'. Make sure your address details are up to date in Contacts, so your iPhone knows where home is. The timings will be based on your GPS movements. Take photos while shooting videos You're using your iPhone to film a magical moment, and you wish you could snap a photo at the same time. Don't stop recording! Just tap the camera button, which appears onscreen in addition to the shutter button as you film. You aren't using the iPhone's true photo sensor; you're getting the slightly less impressive video sensors instead. But the photos should still turn out pretty nicely.

ICT Troubleshooting Skills For Home Office 108 12.6 Mobile Phone Problems Slow Phone This is something that everybody has experienced at least once. It is the most common mobile phone issue and it can be associated with old phones. However, newer devices can present the same problem. When your Random-Access Memory (RAM) is full of apps and files that you do not use or need, your phone tends to respond slowly. The Solution: Clean your cell phone and close/delete apps, files and clear the cache data. If you recently installed an app and your phone is not working well, you should uninstall it and see if your mobile phone runs faster. If this does not help you, you can also try saving important information on Google Drive, Dropbox or just on your computer. Then, you can restore your cell phone to factory data. Bad Battery Life Another common problem that happens to everyone is when your phone never has battery enough although you do not use it all the time. There are different factors that can affect your battery life and you should take them into account before losing your battery. The Solution: First, you should try to dim the screen brightness and turn off the GPS, WiFi and Bluetooth if you are not using them. You can also enable the Battery Saving Mode and see if your battery lasts longer. Additionally, you should check your Battery Usage in your phone Settings and see which apps are using more battery. You can close or disable the ones that are draining more battery if you usually do not need them. Overheating Phone This usual problem can be related to the previous one. An overheating phone is sometimes related to problems with your phone battery. But, it can also be related to your charger and also with the place you normally have your phone. If you are experiencing this, you should solve it soon because your battery and your phone screen can be seriously damaged. Possible Solutions: You should try the previous possible solutions first to see if this problem is directly related to your battery issue. If it keeps overheating, try to carry your phone in a fresh place and keep it away from the sun’s heat. You can also give your phone some minutes to “refresh” and start using it again.

ICT Troubleshooting Skills For Home Office 109 Full Storage Space Maybe you are the kind of person that saves too many photos, songs, documents and some other files and although you do not need them anymore, you do not delete them. Sometimes those files are so old that you forget you have them stored in your cell phone. Unnecessary apps also occupy important storage space that can be used for other matters. The Solution: This fourth common mobile problem can be related to the first we already mentioned before. When you have filled up your storage space, your cell phone tends to respond slowly. So, the possible solutions for this problem are the same: try to delete those files and apps that you do not use anymore, you can also delete old calls and text messages and clean the cache data. Try to transfer those files you would like to keep with you on an online cloud or buy a microSD card to save that valuable information in a safe place. App Crashes/Freezes This problem happens a lot and, although it is a very annoying thing, it is not so difficult to solve. Although it should not be a common thing, the truth is that apps sometimes present this issue and can be related to bugs on the app or maybe your operating system is not the best or the newest for those apps. There are apps that are constantly adding new options and improving some details for better performance, but sometimes your phone just cannot support the latest version and that app starts crashing all the time. The Solution: The first thing you should try is to restart your cell phone and start using the app again. You can also go to the App Manager and stop the app, sometimes cleaning the cache data also works. If it continues doing the same, try to uninstall the app and install it again. As it was mentioned before, sometimes the app has a lot of bugs that cause this problem.

ICT Troubleshooting Skills For Home Office 110 - CHAPTER 13 - DIGITAL COMMUNICATION Objectives: 1. To learn about digital communication tools 2. To learn about e-mailing 3. To learn about app messaging/chatting 4. To learn about video telephony 5. To learn about common digital communication problems and solutions 13.1 Introduction to Digital Communication Tools What is digital communication?  Ability to create communications in different media  Deals with websites, videos, audio, medias, channels ,  etc.  Basis skill for most careers today especially having to  adapt to the New Norm Environment. Who uses digital communications?  Adults - a person who is fully grown or developed  Teenagers - a person aged between 13 and 19 years.  Parents - a person's father or mother.  Businessmen and businesswomen - a man/women who works in commerce, especially at executive level.  Businesses - occupation, profession, or trade.  Everyone! - every person. Types of digital communication  The Internet  Online Purchasing (Shopee, Lazada, Mudah.my, Lelong.com, Zalora)  Email ( Gmail, Microsoft Outlook, Yahoo, iCloud and ProtonMail)  Instant Messaging (WhatsApp, WeChat, iChat, Messenger and Skype)  Smart phones (Samsung, iPhone, Oppo, Huawei, Xiaomi and Motorola)  Social Medias (Facebook, Instagram, and Twitter)

ICT Troubleshooting Skills For Home Office 111 How has digital communication changed communication?  Able to reach out to anywhere in the world!  More efficient!  Deliver information instantly!  Knowledge at the tip of our finger!  Transformed politics and business!  Anyone's voice can be heard!  Modernization! How has digital communication enhanced education?  Learn at home (Coursera, Khan Academy, Open Courseware, Academic  Earth  Share ideas (Dreams Time, Trello, TeamViewer and IdeaNote)  Research (ResearchGate, Scopus, Science Direct, Academia and Elsevier)  Apps (ClassDojo, Science360, Dragon Box, YouTube Kids and Duolingo) Advantages of digital communication  Fast and stress-free  No paper wasted  Provides useful facilities (video conferencing – Zoom, WebEx, Any meeting)  Information and data can be stored for long period of time Disadvantages of digital communication  Sometimes speed and quickness is unsafe and dangerous  Ignores and overlooks face-to-facecommunication – No engaging and active interaction  Misuse and Abuse of Information (sendingof hoax messages and Scam)  Exposure to adult content (above 18 and explicit content)

ICT Troubleshooting Skills For Home Office 112 13.2 E-Mailing What is E-Mail?  Short for electronic mail - Email  Send & receive messages over the internet  Must have a registered email account via online. What you need ?  A Computer With Internet Access  An Email Account With A Service Provider Such As Yahoo,  Gmail, Microsoft Outlook. Choosing an email provider? Most common are  Hotmail (Microsoft),  Gmail (Google),  Yahoo Mail (Yahoo!)  Proton Mail.  Microsoft Outlook.  iCloud Mail.  AOL Mail.  GMX.  Yandex. Exercise – Create A Gmail Account For this class, we’ll be using Gmail!

ICT Troubleshooting Skills For Home Office 113 Exercise - Password!?  Something easy to remember, but difficult to guess  Do NOT use sensitive information, such as SSN,  bank PIN, etc.  Usually a combination of letters and numbers is best  Verification questions in case you forget your password may be required on accounts. Let’s compose an email!  Click on COMPOSE!  Have email address ready for the person to receive your  email! Sending an email  Communication can be tough with written correspondence.  No body language or facial cues to help set the tone properly.  Can be easily misunderstood  Error on the side of too formal  Punctuation & spelling  Greeting & closing signature  ATTACH a file from a flash drive or desktop  ALWAYS - Spell-check & proofread! 13.3 App Messaging /Chatting Today messaging apps are used to let people share, communicate, view, learn and play in a convenient and individual way. Reasons for Popularity  Conversation - They allow customers to converse, work together, ask questions and participate with brand.  Learning - With each interaction between brand sending messages and customers, the company can constantly improve its overall strategy. Chatting  Chatting is a conversation to other people who are using the internet at the same time you are commonly used daily.  This talking is the exchange of typed messages on your chat device.  Requiring one side as the lung for the messaging to

ICT Troubleshooting Skills For Home Office 114  occur.  A group or crowd of individuals who take part from  anywhere on the internet. Types of Chatting There are three commonly used types of chat.  Instant Messaging (IM)  Internet Chat Query (ICQ)  Internet Relay Chat (IRC) Instant Messaging (IM)  It is one of the most popular forms of chat.  It is just between two people or handle group chats.  There is an option of group chat where three or more people can chat at a time. Internet Chat Query (ICQ)  It is an instant messaging tool.  The name ICQ is derived from the English phrase “l Seek You”.  ICQ was developed and popularized by the Israeli company Mirabilis in 1996.  ICQ is a downloadable software that will let you know when friends and contacts are also online on the internet.

ICT Troubleshooting Skills For Home Office 115 Internet Relay Chat (IRC)  It is a system for chatting that involves a set of rules.  It facilitates communication in the form of text.  It is mainly designed for group communication. Also allows one-to-one communication includes file sharing. Advantages • Communications from one sender to many receivers. • You can communicate persons from different corners of the world. • You can share your voice, videos, photos etc. • The rate of chat is very low. ´We can complete other tasks while chatting over the internet. Disadvantages • There are millions of teens who spend their precious time in front of the computer. • They are always busy in chatting. • No time management. • Addiction. • Hacking and cheating. 13.4 Video Telephony Video telephony is real-time audio-visual communication between or among end users. The idea of the video telephone, also called the videophone, is about as old as the telephone itself. How to make it possible? • Broadband Internet solutions such as DSL (Digital Subscriber Line), cable, and land- based wireless. • Broadband satellite solutions can also work although the image quality is modest. • The technology for SSTV video telephony has been widely available for years, mainly for business reasons (videoconferencing) Step 1: Make sure that both individual side’s mobile phones support the videotelephony feature. • Application (Zoom, Skype, Google Meet, etc.). • Wi-Fi Connection (Streamyx, Unifi or Public Wi-Fi). • 3G/4G or 5G network.

ICT Troubleshooting Skills For Home Office 116 For this Guide, We will be using Google Meet. -Please ensure that you have a Gmail Account to fully utilize and access Google Meet App via Desktop or Mobile Version. Step 2: Ensure you are properly attired and presentable. • Wear appropriate garments and attire. Step 3: Make sure and See to it that your partner is ready before inviting them or request a video conversation • Contact them in advance to receive consent • Give advice to him/her of the purpose of the video call via Instant Messaging or call them directly. Step 4: Think and Remember to maintain privacy and stay away from any sound that can cause disturbance. • Avoid noisy crowds and keep your environment quiet. • Respect the privacy of the conversation. Step 5: Provide your partner your fullest attention. • Maintain eye contact to each other. • Keep the interest and importance of the video meeting throughout the conversation. • Stay on topic and do not sway away from the main intention of the video conference/call/meeting. Step 6: Take proper thoughtfulness of your environments and backgrounds. • Executing your video conversation while walking can be dangerous. • Too much movements might blur the image of your video recordings. • Minimize and reduce your distractions as much as possible. Step 7: Maintain approximately a two feet distance between yourself and the camera or webcam. • Being too close would cause blur effects towards the image. • Being too close to the camera would also cause the image to darkens or not visible to the audience’s point of view. • Being too far would result in you and your audience not being able to see each other clearly.

ICT Troubleshooting Skills For Home Office 117 Step 8: Tap to Speak with a medium/loud voice and with a communicative tone. • As you hold the phone towards you, you must speak with a medium tone of voice with clearer pronunciations of words. • As you hold the phone away from you, you must speak louder with clearer pronunciations of words. Step 9: Good lighting and bright environments is a requirement to carry on a quality video conversation. • Having a dim lighting downfalls the purpose of video conversation because your audience cannot see you nor anticipate your video image. • Having a proper lighting enlightens the purpose of video conversation because your audience r can see you properly and anticipate your video image to be quality and more welcoming. 13.5 Tips and Tricks Close Other Apps for Best Performance • Before you start your video conference, spend some time to save your work and close any apps that you don’t need. • You specifically want to close programs that contain personal data or use too much CPU power. • Several backgrounds or open apps will slow down your computer while you’re on a video call. • This is because the call itself requires a lot of resources, especially if you’re using a laptop. Close Other Apps for Best Performance • Before you start your video conference, spend some time to save your work and close any apps that you don’t need. • You specifically want to close programs that contain personal data or use too much CPU power. • Several backgrounds or open apps will slow down your computer while you’re on a video call. • This is because the call itself requires a lot of resources, especially if you’re using a laptop.

ICT Troubleshooting Skills For Home Office 118 Take Safety measures Before Sharing Your Screen • If you’re going to share your screen during a video call, • Take extra precautions so people can’t see anything private or possibly embarrassing photos or files. • Enable Do Not Disturb mode on your Mac or Windows computer. • This make sure that others won’t unintentionally see messages from secretive conversations when you share your screen. Check your Internet Connection • Before your call, use a speed test tool, like Fast.com or Speedtest.net, to assess your internet speed. • If you’re not receiving enough internet speed, move nearer to your Wi-Fi router or try different other tips to enhance your Wi-Fi signal. Choose a Bright Spot and a Nice Background • It’s better to make a video call in a location with plenty of natural light. • This means, your face will be clear. • However, if your room doesn’t have sufficient sunlight, try to sit under some indulgent luminous lighting (nothing too harsh). • If you can’t find a suitable background, you can try to blur your background on Skype or Zoom, you can even adjust your background to a virtual background. Test your Video and Audio Device • Before you start a video call, make sure both your video and audio devices are linked and functioning properly. • For example, in Skype, you can go to the “Audio and Video” section in “Preferences” to make a test call. • In Zoom, you can go to the “Audio and Video” section in “Settings” to make a video and audio test. Dress Appropriately • Just because you’re not in office doesn’t mean you can join meetings in your pajamas. • Certainly, there’s also no need to overdo it with a full-on, three-piece suit. • Prepare yourself in business formal or casual wear or follow the dress code at your workplace. • Indeed, pants are optional, but why jeopardize yourself for it? If you forgot to close your camera before you stand up at some point, it could be devastating.

ICT Troubleshooting Skills For Home Office 119 Mute Yourself When You’re Not Speaking • Whenever you’re in a video meeting with enormously large number of participants and, you’re at away or at home. • It is better and for your own good to keep yourself muted most of the time. • Only unmute yourself when you need to speak. • This removes any background noise on your side of the video call. • Besides, if anyone enters in the room and starts talking while you’re on a video call, you won’t have to hurry and in a panicky mode find the mute button. 13.6 Common Digital Communication Problems and Solutions Network-Related Issues Signs • Broken up audio, a video feed that keeps breaking down and freezing up, screen sharing failure and lagging, unexplained delays. How to Fix • Checking the internet connection speed and bandwidth requirements of the video conferencing application that you are using. • Confirm whether your internet connection is stable or running, ask your IT department or provider regarding this issues. • Ask and confirm with IT technicians to check whether any of the cables, routers or other equipment are faulty and experienced net issues. Video and Audio-Related Issues Signs • Users cannot see or hear each other when using a video conferencing solution • Delays in the system, echoing audio or low volume which render unusable video and audio. How to Fix • Equip yourself with noise cancellation equipment. • Use headset, earbuds or a recommended microphone to reduce echo. • Check up with IT staff.

ICT Troubleshooting Skills For Home Office 120 Integration Issues Signs • Incompatible version or unsupported smartphones, tablets, laptops and desktops towards the online video conferencing. How to Fix • Find out about its compatibility with your existing devices and any other supported applications. • Check the vendor's video conferencing solution and User Guide. Security Issues Signs • Audio and video communications, in addition to file transfer and application sharing which are highly sensitive were stolen, deleted or duplicated. How to Fix • Ensure security protocols used by the video applications. • Device are supporting the latest encryption technology. • Installing Antivirus and Super-Anti Spyware. • Have a qualified team of security experts. System and Functionality Issues Signs • Any issues repeatedly occur every time the system is in usage. How to Fix • Ensure that the applications are updated to latest version. • Report any issues and problems to the Support Centre. • Make sure your device are compatible with the application software. • Implement a troubleshooting fix and issues a ticket for the application.

ICT Troubleshooting Skills For Home Office 121 - CHAPTER 14- SOCIAL MEDIA Objectives: 1. To learn more about social media 2. To learn about types of social media 3. To learn about social media utility 4. To learn on how to utilize social media to achieve company goals 14.1 Introduction to Social Media Social media are web-based services that allow individuals, communities, and organizations to collaborate, connect, interact, and build community by enabling them to create, co-create, modifies, share, and engage with user-generated content that is easily accessible. (McCay- Peet and Quan-Haase, 2017) What is Social Media?  Social media refers to interaction among people in which they create, share, and/or exchange information and ideas in virtual communities and networks.  “Social” – refers to instinctual need's humans must connect with other humans  “Media” – what we use to make connections with other humans  “Social Media” – Media used for social interaction Social Media vs. Mass Media  Made to inform audiences Similarities Differences  Designed to reach large numbers of  Social Media gives audiences an people opportunity to give feedback  Social media reaches users in a shorter amount of time 14.2 Types of Social Media  Blogs/Microblogs  Collaborative Projects  Content Communities  Social Networking  Virtual Worlds

ICT Troubleshooting Skills For Home Office 122 Blog Platforms Tumblr Each user has his or her own Tumblelog where they can publish short posts of text, images, quotes, links, video, Microblog Twitter audio, and chats (Gunelius, S, n.d.) ○ Acquired by Yahoo! Platform In 2013 ○ 550 million monthly users ○ 280.4 million blogs (Smith, C., 2017, March 18) Consists of broadcasting daily short burst messages to the world, with the hope that your messages are useful and interesting to someone (Gil, P., n.d.) A “Tweet” is only 140 characters available to share information. ○ 319 million users as of 2016 Collaborative Wikipedia 750 tweets per second (Raymondi, N., 2013, January Project 18) A free encyclopedia, written collaboratively by the Content YouTube people who use it. Communities 5,357,012 total articles ○ 41,677,432 total pages ○ 30,444,460 users with about 140,722 active (Statistics, 2017, Social Networks Facebook March 16) is a free video-hosting website that allows members to store and serve video content (What is YouTube? - Definition from WhatIs.com, n.d.) Over 1 Billion users (Almost one-third of people on the internet) ○ More than half of Youtube views come from mobile devices A popular free social networking website ○ Debuted in February of 2004 ○ 1.86 Billion active monthly users Virtual Worlds World of A Massively Multiplayer Online Role-Playing Game Warcraft (MMORPG) ○ Released in 2004 by Blizzard Entertainment ○ Passed 10 million subscribers in 2016 after releasing it’s 6th expansion called Legion (Kollar, P. , 2016, October 04).

ICT Troubleshooting Skills For Home Office 123 14.3 Social Media Utility Social Utility Using Social Media to help people solve problems socially and solve social problems Social Media Marketing You can use Facebook products in many different ways to help grow your business. On average, more than two billion people around the world use Facebook products every day 1. Through this large global audience, you can reach new and existing customers who want to know more about your business An essential guide on how people and businesses use Facebook, Instagram and Messenger People all over the world use Facebook to stay connected with friends and family, to discover what's going on in the world and to share what matters to them. As Facebook has grown, we've added products such as Instagram and Messenger to give people new and different ways to build community and connect with businesses. Facebook - People use Facebook to stay connected. On Facebook, people can stay connected with friends, family and businesses. People use Facebook to share what matters to them and to discover what's going on in the world. To use Facebook, sign up and create a personal profile. With a Facebook account, you can share updates and photos, connect with friends and family, join communities that are relevant to your interests and follow Pages of celebrities, organizations and businesses to stay updated on what's happening.

ICT Troubleshooting Skills For Home Office 124 Signing Up for Facebook Create Facebook Page

ICT Troubleshooting Skills For Home Office 125 My Checklist STATUS NO. CRITERIA OK 1 FB PROFILE ACCOUNT OK 2 FB BUSINESS PAGE OK 3 FB PAGE INFO OK 4 FB PAGE POST Top 5 Reasons to Advertise On Facebook 1. Facebook Advertising is Highly Effective 2. Simple Set-Up Process and Fast Results 3. You Can Reach Your Ideal Audience 4. Facebook Ad Campaigns Are Highly Customizable 5. Facebook Is Adding New Features Every Month Setting up Ads Manager

ICT Troubleshooting Skills For Home Office 126 Ads Manager Overview

ICT Troubleshooting Skills For Home Office 127 Ads Positioning & Anatomy Ads Positioning & Anatomy

ICT Troubleshooting Skills For Home Office 128 Types of Facebook Advertisement 14.5 Utilizing Social Media to Achieve Company Goals 1. Increase brand awareness • Followers count – “How many people can you potentially reach?” • Reach of your social media posts – “How many people have do reach each day / week / month?” • Mentions, shares, and RTs – “How many people are talking about your brand or sharing your social media posts?”

ICT Troubleshooting Skills For Home Office 129 2. Drive traffic to your website • Traffic from social media – “How many visitors are coming from your social media channels?” • Share of overall traffic – “How much of your overall traffic does social media account for?” • Bounce rate of social media traffic – “What is the quality of the traffic from social media?” • Clicks on your social media posts – “How well is the messaging of your social media posts?” 3. Generate new leads • Personal information (usually email addresses) collected through social media – “How many leads have you collected through social media?” • Clicks on your lead-generation social media posts – “How well is your messaging on those posts?” • Conversions of leads from social media – “How good are the leads from social media?” 4. Grow revenue (by increasing signups or sales) • Signups / Revenue – “How many sign ups or how much revenue is your social media channels bringing in?” • Revenue from ads – “How much revenue is your social media advertising bringing in?”

ICT Troubleshooting Skills For Home Office 130 5. Boost Brand Engagement • Likes, shares, and comments per post – “How many people are interacting with your social media posts?” • Mentions and replies – “How many people are mentioning your brand, and how many have you replied to?” Non-Boosted Brand

ICT Troubleshooting Skills For Home Office 131 Boosted Brand 6. Build a community around your business • For Facebook groups: Number of posts, likes, and comments – “How engaged is your community?” • For Facebook Messenger : Number of participants and chats per participant – “How many people are involved in your Facebook chats, and how engaged are they?”

ICT Troubleshooting Skills For Home Office 132 7. Effective social customer service • Number of support questions – “Is there a demand for social media customer support for your company?” • Response time – “How fast are you getting back to your customers?” • Customer Satisfaction Score (CSAT) – “How satisfied are your customers with your service?” 8. Increase mentions in the press • Potential reach – “How many people did a PR campaign potentially reach through social media?” • Shares and mentions – “How many people are sharing or talking about your thought leadership articles?” • Influencers – “How many and who are the influencers or journalists talking about your articles? What’s the size of their following?” • Outreach – “How many people are asking your company about industry-related questions? How many journalists are asking questions about your company through social media?” 9. Never miss a mention through social listening • List the keywords you want to track • Set up your priority pages (pages that you wish to be notified about when they are shared on social media) • Select places where you want Mention to be tracking (e.g. Twitter, Instagram, and Pinterest)