A Guide to
Enduser Computing!
Learning Objectives
• How historical changes in computer technology
have affected computer use
• Ways to classify end users
• Computing resources end users need
• The major types of end-user applications software
• Common problems end users may encounter
Guide to Computer User Support, 3e 2
Historical Changes in
Computer Use
• End-user computing is the everyday use of
computers for business and personal use
• Goal is to increase the productivity of employees,
managers, students and home users
• When computers were first introduced in
organizations, most workers used them indirectly,
rather than directly
Guide to Computer User Support, 3e 3
The 1950s and 1960s:
Early Mainframe Computers
• A mainframe is a large, powerful computer
system used by an organization to process high
volumes of transactions, store large databases, and
serve as the hub of a corporate network
• Operated by the Data Processing (DP)
department
Guide to Computer User Support, 3e 4
Mainframe features
• Uses:
• Transaction processing
• Real-time processing
• Batch processing
• Management information systems (MIS)
• Located at a central site in the organization
• Programmed and operated by computer
professionals
• Used primarily to automate transactions and to
prepare management reports
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The 1970s: First Steps Toward
Decentralized Computing
• Use of a terminal (keyboard plus display screen)
to connect to mainframe systems permitted
clerical workers to enter and access information in
a mainframe system
• Growth in use of minicomputers (midsize
between microcomputer and mainframe)
Guide to Computer User Support, 3e 6
The 1980s and 1990s: Growth in
Decentralized Computing
• Applications development backlog
• Increase in number of knowledge workers
• Availability of inexpensive microcomputers
• Availability of inexpensive productivity software
• Development of user-friendly graphical user
interfaces (GUIs)
Guide to Computer User Support, 3e 7
Late 1990s and 2000s:
Distributed & Network Computing
• Distributed computing is a way to organize
computer equipment and resources
• systems are physically located where processing is
needed (combines centralized and decentralized)
• relies on network technology).
• Data Processing Department is renamed to:
• Information Systems (IS)
• Information Services (IS)
• Information Technology (IT)
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From Centralization
to Decentralization
Guide to Computer User Support, 3e 9
Milestones in Adoption of Computer
Technology (continued)
• 1980s
• Widespread use of home and business microcomputers
• Availability of mass-market applications software and
personal computer operating systems
• Early use of data communications and networks to
connect micro-to-micro and micro-to-mainframe
Guide to Computer User Support, 3e 10
Milestones in Adoption of Computer
Technology (continued)
• 1990s
• Widespread use of data communications, local area
and wide area computer networks
• Distributed computing
• Rapid growth of the Internet as a global network
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Milestones in Adoption of Computer
Technology (continued)
• 2000s
• Increased Internet use for electronic business and
business-to-business transactions
• Availability of very low-cost PCs
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Ways to Classify End Users
• Environment: home or personal user versus corporate or
organizational user
• Skill level: novice, unskilled, semi-skilled, expert
• Principal applications: for example, word processing, e-
mail, accounting
• Frequency of use: occasional, frequent, constant
• Features used: basic, intermediate, and advanced
• Location: internal user versus external user
Guide to Computer User Support, 3e 13
Internal versus External users
• Internal user is an end user who is an employee
of an organization
• External user is an end user who is outside of an
organization, such as a customer of a hardware or
software vendor, a home worker, or a personal
user
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Resources End Users Need
(Overview)
• Basic Hardware
• Add-on Peripherals
• Hardware maintenance and upgrades
• Software and software upgrades
• Supplies
• Data and information
• Technical support
• Facilities, administration, and overhead
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Basic Hardware
• Central processing unit (CPU)
• Internal memory
• Storage space
• Media player (CD, DVD, floppy disk)
• Display screen (monitor)
• Keyboard
• Pointing device
• Printer
Guide to Computer User Support, 3e 16
Add-on Peripherals
• Peripherals are add-on devices that plug into a
computer’s system unit.
• Modem
• Network interface card (NIC)
• Image scanner
• Digital camera
• Removable disk drive for backups
• Other peripherals
Guide to Computer User Support, 3e 17
Hardware Maintenance
and Upgrades
• Hardware warranty period
• Extended warranty
• Common Upgrades
• Additional internal memory
• Increased CPU speed
• Additional hard disk drive space
• Increased peripheral speed (e.g., modem or printer)
• Enhanced sound system
• CD burner
• DVD player or burner
• Other system components
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Technical Support
• Installation assistance
• Training courses
• Training materials
• Books and magazines
• Access to help desks and technical support
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Facilities, Administration,
and Overhead
• Furniture
• Ergonomic devices (e.g., keyboard wrist rests and
antiglare screens)
• Electricity
• Air conditioning
• Power conditioner
• Space
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Total cost of ownership
Total cost of ownership (TOC)
• All of the accumulated costs to purchase,
upgrade, and support a personal computer
system over its expected useful lifetime.
• The total cost of ownership includes
–Hardware
–Software
–Network
–Information
–Training
–Technical support costs
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End User Application Software
• Electronic Mail • Planning and Scheduling
• Instant Messaging • Desktop Publishing
• Web Browser • Web Site Development
• Word Processor • Educational Software
• Spreadsheet • Entertainment software
• Database Management • Mainframe applications
• Graphics
Guide to Computer User Support, 3e 22
Electronic Mail
and Instant Messaging
• Allows workers to communicate with others
inside and outside an organization
• Requires connection to a network
• E-mail – one user connected at a time
• Instant Messaging – both users connected at the same time
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Web Browser
• Enables end users to find and display information
stored as HTML pages on the Internet.
• One of the most popular application software
packages
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Word Processing
• Permits users to enter, edit, format, store, and
print text information
• User can integrate graphics, numbers, and
reference information
• One of most frequently used types of software
applications
Guide to Computer User Support, 3e 25
Spreadsheets
• Used to prepare budgets, sales reports and
forecasts, financial statements, and other reports
consisting of numbers and requiring calculations
• Data organized in row and column format
• A popular application with financial analysts,
bookkeepers, accountants
Guide to Computer User Support, 3e 26
Database Management
• Allows a user to enter, update, store, format, and
print reports from information stored as a series of
records in a database
• Tracks information that relates to business
activities and projects
• Examples:
• client lists
• mailing lists
• personnel records
• office supply inventories
• class rosters
Guide to Computer User Support, 3e 27
Graphics
• Graphics software helps users create illustrations
and charts that analyze trends, show relationships,
and summarize large amounts of data
• Presentation graphics programs let users create
attractive electronic slides shows for training and
sales purposes
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Planning and Scheduling
• Personal information managers help workers
maintain:
• electronic calendar
• to-do list
• address book
• Project management programs allow managers
to plan, schedule, and monitor the status of group
project tasks
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Desktop Publishing
• Desktop Publishing (DTP) software combines
features of a word processor and a graphics
program
• Helps users prepare brochures, newsletters,
posters, and other printed material at relatively
low cost
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Web Site Development
• Web site development software lets users
design, develop and maintain an organizational or
personal Web site.
• Advanced features include
• e-mail links
• chat rooms
• FTP
• password protection
Guide to Computer User Support, 3e 31
Educational and Entertainment
Software
• Provide supplemental learning experiences
• Test and give feedback to students
• Tutor users on features of new software packages
• Entertain and challenge users
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Problems with
End User Computing
• Waste • Invasion of privacy
• Mistakes • Loss of data
• Computer crime • Computer viruses
• Piracy • Health problems
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Waste
• Purchase of software that does not operate on a
user’s hardware configuration
• Purchase of software that does not meet needs as
well as a competing program, but that costs more
• Use of company Internet access or e-mail for
personal use
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Computer Crime
• Examples
• Information theft
• Fraud
• Sabotage
• Embezzlement
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Piracy
• Piracy is a form of computer crime
• Software theft
• Illegal copying, distribution or use of software
• Impact on the price vendors charge for software
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Invasion of privacy
• Invasion of privacy is any unauthorized access to
information about employees, clients, students,
patients, etc.
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Loss of Data
• Infrequent backups
• Ineffective backups
• Cost to recover and re-enter lost data
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Computer Viruses
• Computer virus is a computer program created
with malicious intent that can destroy information,
erase or corrupt other software, or adversely affect
the operation of a computer
• Transmitted
• from computer to computer via networks
• through exchange of media between computers
Guide to Computer User Support, 3e 39
Health Problems
• Physical injury to computer operators can result
from improper lighting, space, furniture, and
environmental safeguards
• Common ailments
• Headaches
• Nausea
• Eyestrain
• Hand or wrist pain
Carpal tunnel syndrome
Repetitive stress injury
• Back and neck aches
Guide to Computer User Support, 3e 40
Health Problems
• Ergonomics is a field that studies how to design a
workplace that promotes employee
• Health
• Safety
• Productivity
Guide to Computer User Support, 3e 41
An Overview of Software
Overview of Software
A single program or a collection of programs which performs
many task and/or system related functions
Two types of software:
• Application
• System
Application software Systems software
Programs that help users Set of programs that
solve particular computing coordinates activities and
problems functions of the hardware
Example: Microsoft and various other programs.
Office, Accounting Example: Windows10,
Software, AutoCAD Unix, Linux
Role of a System Software
Operating
Application and
software systems
software
Users Hardware
Enterprise Application Software
Enterprise Application Software
• Enterprise application software…
• Software that benefits the entire organization
• Examples
Accounts receivable Sales ordering
Accounts payable Order entry
Cash-flow analysis Check processing
Manufacturing control Receiving
General Ledger Retail Operations
Enterprise Application Software
• Enterprise Resource Planning (ERP)…
• A set of integrated programs that manage a company’s
vital business operations for an entire multi-site,
global organization
• Vendor examples
SAP
Oracle
PeopleSoft
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