ICT 106: Technical User Support: Case Study Assignment 1

Assessor: Dr Aaron Bere

Moderator : Dr Fadi Kotob

Instructions

• Answer all three questions

• Each question must be clearly labelled

• Due Date and time : 21 August 2020 at 12 mid-night

• The assessment must be typed Arial 12 font, 1.5 spaced

• The assessment will need to be submitted to the Moodle site Turnitin link by the due date.

• Marks will be deducted for late submission; 10% of the total marks will be deducted for each day after due date

• It is recommended to plan time appropriately and start the assessment early. This will give you time to ask questions early and do well.

• Enjoy!!!

Case Study 1: Resolving Team Conflicts

You are a support agent for Volxy technologies. A couple of months ago, Volxy technologies introduced a new laptop VX-345 into the market. Since the introduction of VX-345, there has been high volumes of complains with respect to the performance of this laptop.

These customer complaints have caused divisions between the software and hardware support agents. The agents from these two sections are constantly blaming each other for failing to resolve customer complaints.

The General support manager would like to develop strategies for resolving conflict between the software and hardware support staff caused by the VX-345 customer complaints. The General support manager requested you to list the major strategies for resolving the existing

conflict. [8]

Case Study 2:
Technical writing strategies

Study the user manual extract below.

User manual for a Bluetooth Mouse

After you unpack the mouse from its manufacturer’s packaging, you should then connect the mouse USB device to the computer USB port. The time the mouse takes to respond should be under 10 seconds.

Unlike a traditional mouse, which uses the rolling ball to control the cursor movement, the Bluetooth mouse uses a different mechanism. Each time the mouse USB reconnects, the mouse doesn’t take long to respond.

You have been given this extract of the user manual for a Bluetooth mouse. First, you have been requested to review it and then rewrite the user manual by applying suitable technical

writing strategies. [5]

Case Study 3:
How technical documents are organised

Your manager has presented you with the following text:

It is crucial to carefully read and understand the content of this document to avoid damaging the DCX-756 modem due to misuse. This document provides a better understanding of how to properly set-up the DCX-756 modem. The objective of this document is to provide information for successfully setting up the DCX-756 modem for connecting the internet to a home computer. Here are the steps for setting-up the DCX-756 modem:

• Turn off your modem,

• Unplug the modem's Ethernet cable from the PC,

• Connect that cable to the WAN or internet port on your new router,

• Power on your modem (wait for a minute or two),

• Next power on your router (wait for a minute or two),

• Now use another Ethernet cable to connect the PC to your router's LAN port, and

• Turn on your PC

Internet users who would like to connect to the Internet using the DCX-756 modem may find this document useful.

Show how the above information could be organised in a technical document. Your answer must include appropriate document sections and the corresponding details. [7]

Total Marks 20