Beginner Monday–More Terminology

So there’s a lot of users in the workforce that confuse terminology, and inadvertently say the wrong thing to their IT support. This post is about correcting some of those misperceptions. That way, when you talk with your Tech Support, you can say the right things (hopefully) and get them on the right path. Because if you say server, and you mean wi-fi, you can send your tech support down the wrong path (and thus take a lot longer to fix your issue).

1. Network – This is any setup that allows one computer to talk with another. Any method that allows two computers to interact is a network. There are a lot of types of network, but there are two categories that most users care about: wired (or LAN), and wireless (or WI-FI). More on these terms later.

2. Server – This refers to an actual machine type, called a server. It has a special operating system. There are three versions, Windows Server, Linux Server (which has several sub-versions, called distros), and Unix Server. Some applications are accessed on a server. Some network items are done from servers – such as your account and relevant password, anything done by Citrix, emails, websites, and much more.

3. LAN/Wired network – This is when you plug a network cable into your laptop/desktop/netbook. It uses a special type of cable, the most prolific of which is known as an “ethernet” cable, or RJ-45. It looks like a phone plug, but larger.

4. Wireless/Wi-fi – This is a huge up-and-coming technology. Like anything else in computers, there are several types. But for simplicity’s sake, we’ll leave it in general terms, and just call it “wireless”. There’s been some misconception about wireless – it only refers to networking, nothing else. For some reason, a lot of people think that it refers to wireless power (thus no need for a charging cable), which is absurd.

Wireless networking requires two items: a wireless router or wireless access point, and a wireless-capable device. The device is usually a tablet, cell phone or laptop. The “wireless” is only between these two items. Some confusion is people thinking the router didn’t need to be plugged into the wall. There still need to be power and network cables between the router/AP and the wall; just not between the router/AP and the laptop/device.

The general range of wireless is a couple of hundred feet if you’re really crazy lucky. House walls and lots of power lines and metal construction can interfere with signal. Most of the time is pushing it after 50 feet in real-world conditions.

5. Bluetooth – this is a type of wireless that requires a special mention here. It’s a type of radio signal (similar to your car radio), but with a very short range; about 35 feet. It has to be “paired” with devices, so the bluetooth-capable device has to have a passcode to connect. The most common use of bluetooth technology is between a cell phone and headphones. Though, it can be used between a computer and other devices: printers, speakers, docking stations, keyboards, mice, and even between a computer and a cell phone or another computer.

6. Internet – This is the network of all networks. It is a network of networks. Connecting to anything beyond your own building/house/structure is almost certainly going to the Internet before it gets to the destination. The Internet carries the signal from computer to websites or other buildings/cities/countries.

7. Intranet – This is an internal network, meaning it’s only accessible if you’re connected to the same network as the other device (the internet doesn’t count, as it’s not one network, it’s millions of networks). Some portions of a company’s network can only be asked if you’re on the same network; some websites, email, etc. If your intranet is not available, that doesn’t necessarily mean that your internet is down. The reverse is also the case; just because the internet is down, doesn’t mean your intranet is not working. If both are not working, then it’s a local network issue, or a problem with your PC not connecting.

10 things your IT guy wants you to know…

Original is posted here. Re-posted with permission from the author.

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A great list of some things we all wished our users knew.

1. Don’t argue with me.

If you come to me to ask technical questions, please don’t argue when you don’t like my answer. If you think you know more about what you’re asking than I do, then why even ask? On that same note, if I am arguing with you, it’s because I’m certain that I am correct; otherwise I’d just tell you “I don’t know” or perhaps point you somewhere that you could look it up. We don’t argue just for the sake of arguing.

2. If you say you’re an idiot for doing something, I’ll likely agree.

When you start a conversation by insulting yourself (e.g. “I’m such an idiot”), you will not make me laugh or feel sorry for you; all you will succeed in doing is reminding me that yes, you are, indeed, an idiot, and that I’m going to hate having to talk to you. Trust me, you don’t want to start out this way.

3. Don’t lie about what you did, we’ll find out anyway.

We’re okay with you making mistakes; fixing them is part of our job. We are NOT, however, okay with you lying to us about a mistake that you made. It just makes it that much harder to resolve and thus makes our job more difficult. Be honest and we’ll get the problem fixed and both of us can continue on with our business. Lying to us and, therefore, costing us twice as much of our time will not win you any brownie points with IT.

4. IT might be awesome and powerful, but even we have limitations.

There is no magic “Fix it” button. Everything takes some amount of work to fix, and not everything is worth fixing or — gasp! — even possible to fix. If I tell you that you’re going to have to re-do a document that you accidentally deleted two months ago, please don’t get mad at ME. I’m not ignoring your problem and it’s not that I don’t like you, we just can’t always fix everything.

5. Don’t cry wolf.

Not everything you ask us to do is “urgent”. In fact, by marking things as “urgent” every time, you’ll almost certainly ensure that we treat none of it as a priority.

6. It’s pretty likely you don’t have the most important job.

You are not the only one who needs help, and you usually don’t have the most urgent issue. Give us some time to get to your problem; it will get fixed.

7. Like an elevator button, we won’t come to you faster if you keep pushing ours.

E-mailing us several times about the same issue is not only unnecessary, it’s highly annoying as well. We record issues in a database so that we don’t lose track of them (remember how we ask that you create a ticket? That’s why.) We will typically respond as soon as we have a useful update to make. If your problem is urgent, please do let us know (but see number five).

8. Email me, we’ve got 5 devices that tell us when we get a new email.  However, many of us still only have one that tells us when you left a voicemail.

Yes, we prefer e-mail over phone calls. It has nothing to do with being friendly or anti-social, it’s about efficiency. It is much faster and easier for us to list out a set of questions that we need answers to than it is for us to call and ask you them one by one. You can find the answers at your leisure and, while we’re waiting, we can work on other problems.

9. Don’t cry.

We may, at times, seem blunt and rude. It’s not that we mean to, we just don’t have the time to sugar coat things for you. We assume that we are both adults and can handle the reality of a problem. If you did something wrong, don’t be surprised when we tell you. We don’t care that it was a mistake because, honestly, it makes no difference to us. Please don’t take it personal, we just don’t want it to happen again.

10. We can do most, if not more than the things you think we can do, but we don’t because we don’t really care.

Finally, yes, I can read your e-mail, yes, I can see what web pages you look at while you’re at work, yes, I can access every file on your work computer, and yes, I can tell if you are chatting with people on instant messenger (and can read what you’re typing, as well). But no, we don’t do it. It’s highly unethical and, perhaps more importantly, you really aren’t that interesting. Unless I am instructed to specifically monitor or investigate your actions, I don’t do it. There really are much more interesting things on the Internet than you.

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JR’s Commentary:

This was a good read, and is still relevant to today’s IT world. Yes, the above post is pompous and arrogant. But it’s also the product of YEARS of mistreatment by end users. Too many times we’re treated as servants or “lesser positions”. We are co-workers in most cases, and deserve to be treated thusly.

Now, if you’re a customer who’s paying money to have somebody fix your personal computer – then, by all means, stand your ground. But don’t be rude about it, and be sure they CAN fix it, and that it’s not your fault. It’s not just a joke that most computer issues are brought on by what we as users do to them, not because “it just stopped working right”.

I want to bring special light to #3. It is a VERY well known (and, unfortunately, deserved) case that “users always lie”. No, none of us are so naïve to believe that every single user will lie every single time. The problem is that users will frequently leave out important information (“The PC won’t work because I left my power cable at home three weeks ago”), or that they will lie outright to try to avoid looking stupid (“No, of course I didn’t do anything to it whatsoever. You guys in IT are the last ones that touched it six months ago”). The first issue is annoying, because it takes a LOT longer to find out what the real issue is. The second makes us mad, and makes everything else you tell us suspect – do you really expect us to believe that you didn’t work on your computer AT ALL for the last six weeks/months? No, you did something to your PC. Don’t try to tell us you did nothing.

If you tell the truth on how you screwed up, we actually won’t be mad at all! In fact, we’d feel refreshed at the change of pace, fix the issue, and move on to the next ticket; end of story. If you try to hold on to the lie, you wind up becoming somebody we despise, and you’re suddenly a story we tell on sites like Faildesk.net, Reddit, Clients From Hell, etc. Don’t be that guy/gal.

Monday – Backups and You

Okay, so today’s topic is backups, and how they apply to you.

What is a backup?

First off, let’s discuss what a backup is NOT. A backup is NOT another copy of the file on the same disk. This throws a lot of people off. Sure, a tech might make a 2nd copy of a file they are working with to ensure they have a quick restoration option, but it’s not a true backup, regardless of what it seems.

A backup is a copy of a folder, file, database, or system that exists entirely on a separate physical device. That last part is KEY. In order for a backup to be a backup, it cannot be on the same piece of hardware. I can’t re-iterate this enough. It must exist on another drive, such as another hard drive (internal or external), a flash drive, a CD/DVD, a server file share, or even in a cloud backup like Google Drive or Microsoft’s Skydrive.

“Why, JR? If it’s a second copy, why isn’t it a backup if it’s on the same drive?” – Good question, Reader. And the answer lies in disaster recovery.

Disaster Recovery

Disaster Recovery is, as the name implies, recovery from a disaster. But in the scope of our conversation today, we’re referring to disasters to computer components and peripherals. Disaster Recovery can be quite expensive and time consuming, or quick, easy and cheap. Which method you need or take advantage of is up to you.

Disasters come in all forms in relation to computer equipment: fire, dropping, electrical shock (including static discharge), water, and yes…user stupidity. Don’t deny it – every single person who’s used a computer has been guilty of it at some point. The trick is admitting it to themselves, and learning from the experience, instead of lying about it just to save face.

Backup Option #1: A Separate Hard Drive

There are two types of hard drives, internal and external. An internal hard drive is analogous to the C: drive we’re all starting to be familiar with. But it is a physically separate hard drive – just installed inside your computer’s tower. This is frequently (but not always) given the designation of F: drive, though the letters mean pretty much nothing at this stage.

An external hard drive is basically the same thing, but outside your tower. Probably connected by a USB cable, network cable, eSATA cable, or Firewire (more on the specifics of these connection technologies later). It’s a separate physical device, and is thus a prime candidate for use as a backup media.

Some external hard drives come with software to perform backups, but Windows 7 has its own backup option in the Control Panel:

You can backup either specific folders (such as your My Documents and My Music folders, for example), or you can backup your entire system. Just remember that you can only restore what you backup. So if you only backup a couple of folders, you can only restore those same couple of folders.

Backup Option #2: Backup to a server

This is usually only an option in companies that employ file servers (which most mid- and large-size companies do), or in the cases of home users that set up a home server. Most home users do not, as it’s usually more economical to use an external hard drive.

In these cases, a section of the server is set aside for each user, or group of users, for them to save files to. These server-hosted files are backed up (if the sysadmin has any sense) periodically, with frequency determined by use and criticality of the files on the server. Setting up the backup frequency, location and duration (and the recovery thereof) is determined and managed by the sysadmin(s). So in setting this up, if you’re using company equipment and servers, is usually already done for you. If using a home-based file server, talk to whoever controls the server.

Backup Option #3: Cloud-Based Backup

In the past couple of years, a number of cloud-based file backup options have emerged:

• Dropbox
• Box
• Google Drive
• Microsoft Skydrive
• Mozy
• And about a thousand others

 

Why you should care about all this

Your IT can only do so much, so you need to keep in mind what your role is in all this. If you do not take the necessary steps to protect your own data, then it can (and eventually will) be lost forever. It is YOUR responsibility to protect your data, not your IT support. But they can give you the tools to protect yourself.

If you keep all your files on your own PC (frequently referred to as the “C: Drive”), then you need to create a 2nd copy on another drive. Remember above where I said that a backup must be at least two separate copies on two separate devices? Well, your C: Drive is one device. You need to put the 2nd copy on another drive.

Your IT support may give you a “home” drive or a network drive assigned to you. These are on a server, and are not on your PC. That meets the 2nd device rule if you save a copy on there. And most companies will back that server drive on yet another media, making a THIRD (or even more) copy.

There are other network folders, often referred to as “shared folders”, which are in essence identical to the home drive described above, except that they are accessible by more people.

So YOUR job in this role is to make sure you save a copy of any important/critical files in this fashion. IT cannot make you (well, they can, but that causes other problems in most companies). If you are a laptop user at work (or even home), this is ESPECIALLY important, and even has less possibility to have IT automate any backup of files.

 

JR, you harped on our role in backups. Why?

Because I still take calls and tickets from users who did no backups, and then accidentally delete one or make changes and saved them without thinking. And invariably, they ask if I can restore a backup of a file. I would ask where the file was originally saved, and they might say “the ‘My Documents’” folder (a folder on the aforementioned C: Drive). I ask if they made a backup, because we don’t/can’t backup files on everybody’s C: Drive.

They would say no, they expected us to do the backup. Wrong. We provide the tools, but if the USER doesn’t use them, then the end result is nothing gets done.

You see, IT is a toolbag. A bag of tools. We don’t do your job. We make your job possible, easier, more efficient, more accurate. We do not do it for you. If we did your job for you, we wouldn’t need you, now would we?

Monday’s Beginners: Address vs. Search bars

So I figured I’d run with a particular bone in many analysts’ shoes: the address bar, and what it really is (and is NOT).  As a helpdesk agent, and as a PC technician, I’ve fielded calls from users who didn’t know the difference between the Address Bar, and the Search Bar.

You see, when we ask somebody to type an address into the Address Bar, and you type it into the Search Bar, it causes different reactions on your computer.  This is especially problematic when typing such things into a company-owned computer instead of your home PC (the reason for that is the subject of next week’s post).

Here’s a screenshot showing the difference on Google’s page.

And MSN’s home page (the default home page of Internet Explorer):

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In the Address Bar, one can type the search terms you want (i.e., what you want to search for), OR, you can type in the URL or web address.  A URL starts with “http”, and has dots and frequently slashes in it.  A good example is “http://www.google.com”.  Later browsers sometimes leave out the “http://” portion, but it is assumed.  It’s there, but the browser doesn’t show you, for simplicity’s sake.

In the Search Bar, you should only type in terms you want to search for.  You can phrase it like an actual question:

“What is the omnibar in Google Chrome?”

or, you can simply type in a few key words.  Remember here that the more you type, the more specific your results will be, but the more likely that a page you need will not show up in the listings.  So more is not better, here.

However, if you type only one word, you may have too many results, making it difficult to find a good page.

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Here’s the main tip to take away from this: Don’t type the web address (URL) into the search bar.  Yes, it may get you eventually to where your going, but it takes a lot longer, and sometimes counterproductive (which we’ll cover next week).

Remember that a URL is an address.  Just like the address on your house.  So typing a URL into the Search Bar is like writing down the address on a piece of paper, driving over to the local post office, and asking them what address this address is at.  See what you did there?  You asked what address that address is at….kinda redundant, isn’t it?  And once you bring intranets into the picture, that may turn up a negative result.

So URLs (web addresses) into the Address bar, and search terms into either the Address Bar or the Search Bar.

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Questions, comments or feedback?  Comment below or email me at jackrockblc+blog@gmail.com

del.icio.us Tags: Browsers,Internet Explorer,Firefox,Mozilla,Chrome,Google,MSN,Bing,Address Bar,Search Bar,URL

Monday’s Beginners–Basic Terminology

So a good first post to start with, methinks. 

Many times, I’ve fielded calls and requests from people who use the wrong terminology.  Sometimes, it’s genuine lack of knowledge.  But, all too often, it’s somebody who not only doesn’t know what he/she is saying, but they are using these terms to sound smarter.  This is detrimental in so many ways.

You see, using the wrong terminology puts us on the wrong path to solving your problem.  If you say the problem is with your hard drive, but the problem is actually on your telephone….well…we might spend a LOT of time making no headway.  That’s expensive in the “time is money” thought, and wastes not just my time, but YOUR time, as well.

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So let’s start with the basic components of a desktop PC:

1. Tower – The actual computer itself; the brain.  This part is what does all the actual “computing”. 
Frequently used (but incorrect) terms: CPU, Hard Drive, Modem (though, the tower can, and usually does, contain these items)

2. Monitor – This is just for display.  It doesn’t do any actual “work”, it just shows you the results of the Tower’s work.  NOTE: Turning off the monitor does not turn off the actual computer at all.

3. Speakers – these are for hearing the sounds from your PC.  Most modern PCs do not contain speakers inside the tower, so these usually need to be purchased and installed separately.

4. Keyboard – For typing

5. Mouse – For moving the pointer around the desktop

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Now, let’s focus on what you see on the display:
 
1. Desktop – This is the screen that shows up after you finish logging into Windows.  It includes the background picture, (this example is the default, but most people change it), any icons, the taskbar, and any widgets you may have activated.
Frequently used, but incorrect, terms: Home Page, “My Main Screen”
2. Start Button – the round button in the lower left of the display (though, it CAN be in other corners, but this is usually not done)
NOTE: The Windows 7 Start Button looks quite different from Windows Vista and prior versions of Windows – Older versions actually said the word “Start” on them.  Windows 7 no longer does.
3. Task Bar – Technically, this is the entire bar from the Start Button all the way to the Notification Area, and everything in between.
4. Notification Area – Though frequently called the “System Tray”, this is technically incorrect.  However, all helpdesk analysts and technicians will know what you mean.  Most of us use the term “System Tray”, anyway.
5. Home Folder – This is new in Windows 7, but functions as a collective of the My Documents, My Pictures, My Videos and other folders. 
NOTE: This is user-specific, meaning the Home Folder for John has different files than the one for Debbie.  But to see your Home Folder, you must log in with your username; if somebody else logs into Windows, their Home Folder will appear instead.
6. Shortcuts – The little arrow in the left corner of an icon means it is a shortcut.  It’s not the file itself, just a shortcut to get to the actual file or program.  You can delete a shortcut, and not affect the file/program at all.  It will just make it harder to get to next time (though, this is easily fixed).

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And the last thing to know for today’s post is the Start Menu:
 
Your start menu can, and WILL look different than mine.  In fact, I work on one of four separate computers at any one point in time, and they all have different-looking Start Menus.  But the layout is the same, in general, as long as you’re comparing the same version of Windows.
As time goes on, and you use your PC more often, the Programs that show up here will change.  It’s based on usage, meaning the more frequently you use a program, the higher up on the list it will appear (on the left side only; the right half of the Start Menu is pretty static, but later lessons will show you how to change this to some degree)
The layout shown above is for Windows 7 (Starter Edition was used for the example).  The layouts for Windows Vista and Windows XP will differ considerably.  But a user gets to the Start Menu in the same way in all three versions – click the Start Button.

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That’s all for today.  It’s a very basic overview of terminology, but we all start somewhere. If you have any suggestions, feel free to comment on this page, or email me at jackrockblc+blog@gmail.com.