English for David Hill ce Series editor David BonamyEnglish for Information Technology Arete Bots Course Book TANITIM As PARA Ile siaae David Hill Series editor David Bonamyjobs and duties Describing IFrelated jobs and duties ne Expressing frequency: adverbs of frequency and time expressions IT jobs and duos ‘specifications p12 GUI operations p.14 Giving instructions fr using a GUI Ce Giving instructions: imperatives, sotener, sequencers ‘organisations p.6 Talking about what IT companies do Present simple questions T businesses and products Tworkplace rules Discussing IT workpiace rules Rules: modal verbs and the imperative FT operations pe Meetings 10 Making suggestions, agresing and Modal verbs. how aboutwhat about ing’ Meetings isagrooing ‘and maybe/perhaps fer suggestions 1m ata tor eisagreving Business matters p. 11 system Giving hardware specications Large ane small numbers Hardware GUI components and operations ‘Spreadsheets and formulae p.28 Taking about past actions Describing how to use databases ‘Systems ‘administration p. 32 Explaining sequences of systems administration tasks Peripherals p.34 Explaining how problems eccurred Business matters p.35 Past simple By +-ing While, btore, ator Past continuous and past simple Multimedia Describing diferent types of ‘Sentences with two objects Mutimocta hardware p.16 multimedia Operating systems Explaining OS instalation Expressing reason and purpose 8 instalation pis Business matters p. 19 Intemet browsing _Deserbing browser problems Present simple vs. present continuous Internet p.20 ‘Siatve vors| Browsers Web pages Networks p.22 Detining networking concepts Relative clauses Networks Mobile computing Explaining advantages of mobile Zero an fst conltonals Mobile computing p24 devioes Email p. 26 ‘Speciying information about emails Definite and indefinite articles Email ‘Spreadsheets and formulae Databases ‘ystems administration Peripherals an tools‘Business matars 9.42) ‘Comparatves and superiatves Taking about money ‘CAD software Entorprie socte! media. a8 ‘ideo conferencing “ralning users p50 Business matters 9.51 Deosenibing trends Describing the beneis of vdeo ‘ontrencing, ‘Giving meanings of e-commerce concepts Processing request for Walning Requirements ‘analysis p.52 Wiobsito design and Deserbing star requirements | Talking about website architecture Talking about what you have done 10 ‘dontty a prebiom ‘speculating about the causes ofa faut Proposing solutions ‘Taking about your career in Present perect ve. past simple Modiale of speculation and deduction Proposing possible solutions: should shouldnt, mighty + nounlng ‘Vorb to tak about career plans: plan! Parner es: Student A p. 62 Farner es: Student & p68 ‘tio seript p72eee IT jobs and duties Speaking 1 Workin 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 Listen to six people introducing themselves. What jobs do they do? Complete the sentences. Then compare answers with a partner. database administrator helpdesk supervisor __project manager ‘software developer —_supporttechnician _ systems analyst oS 1 Maria is a__ 2 Ahmed is a_ 3 Freddy sa 4 Hana isa 6 Sophie is aListen again. Complete these collocations. write software 1" supervise 6 diagnose 2 have Tdesign 3. be responsible IT projects Smaintin 4 look computers write for software 5 install 4 Work in pairs or small groups. Underline the stressed syllables in the collocations in 3, Listen to tack 02 again and check your answers. Then practise saying the collocations withthe correct stress. Vocabulary 5 Worktn pairs. How many new collocations can you make with the verbs in 3? be responsible fora department Speaking 6 Work in pairs. What does each person in 2 do in their job? Use the collocations ina An IT project managers responsible fr IT project 7 Work in smalll groups. List any other IT jobs you can think of. What do people in these jobs do? Which jobs would/wouldn’t you like to do? Why? Listening 8 [BEZEEBE Listen to an employee teling his new manager about his job, What do you think his ob is? 9 Listen again. Tick ¥ the things that usually happen. 1 © Robert checks emails. 2 CL) Robert has emails waiting for him. 3 Fj Robert visits people at their desks, 41 Sales people have problems 5 C) Robert attends meetings. 6 C1 Rober visits other companies 10 Listen again. Wite these phrases in the correct place inthe sentences in 9. from time to time generally hardly ever normally ccasionaly usualy Language Expressing frequency ‘Adverbs of frequency (usually, sometimes, hardly ‘ever, etc.) normally go belore the main verb, Some adverbs (eg. sometimes, occasionally, normally) can ‘also goat the beginning or end of a sentence. Zafia almost always checks her email fst thing inthe ‘morning ‘nave to call a support technician occasionally. Time expressions (once a week, om time to time, all the time, etc.) go atthe beginning or end of the sentence. Pawel takes traning courses two or three times a year. Speaking 11 Work in pairs. Choose a job from 2. Then take turns to interview your partner about his/her job. Tell me about your current job. What are your duties? How often do you ...?IT organisations ‘Speaking 1 Workin pairs. Choose a technology company and list activities the company carries out. Vocabulary 2 Read the company profiles and find words that n jatch these definitions. 1 acompany or companies that sell things (Futachiba) — 2. companies that make things to sell (Futachiba) —— 3. factories (Futachiba) 4 things a company sells (Futachiba) —__— using software that runs and stores information on the internet (IBGroup) 6 customers (IBGroup) — 7 start selling a new product (Digital World) ——— ( Futachiba Fatachiba is leading intemational provider of computer hardware. | ‘The company is ameng the top five suppliers internationally of servers qa among the tp ten manufacturers of laptop computers. We have ve duton facile nsx counties and we sell our product to almost roty country in the world. With sevice centres nal uF major | ‘Rarkts we provide avery high evel of eustomer sevice. | We area fast-growing pavale company that suppis cloud | Computing serees international. ur products incude onine | cftce eptcaton suc as word processing, spreadsheet | treet an tabse reams ieee The nfemet anywhere and at ay te, Our cnt include mar | somortns 26 we armany sal an meus compos ‘ Digital World aia ree or tenet nde oe sci om ge ee ita wo ag mete tac amcmengem oat | ramen emesis a ie Ore eae re et tet eer topcmmaney ana Ce tte rssh Reading 3. Read the company profiles in 2 again and answer these questions. Then compare answers with a partner. Which company or companies: 1. is getting bigger? —__—— 2 develops software? 3. makes things in more than one country? 4 has a new product to launch? — 5. sells software for use on the internet? -4 Speaking 5 Listening 6 Work in pairs. Underline five types of software in the company profile in 2. Then think of examples of each. What might people use them for? Work in small groups. Think of real IT organisations such as Apple and Google. Which would you prefer to work for? Why? IZEIB Work in pairs. Complete this conversation between two people from different IT companies using the words in brackets. Then listen and check your answers. A: So (1) __(your company)? B: Well, we mostly develop apps for Apple and Android devices iPhones, that kind of thing, A: And @) "(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 lot of work for educational organisations, They often want apps to help people learn something. &@) (produce any | hardware)? 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. ‘A: And (2) (future plans)? 8: Good question! We have a product launch tomorrow night @) —__— (want/come)? Speaking 7 What isa product launch? Why are product launches a good idea? Which companies hold big product launches? What kind of events do they hold? Language Present simple questions ‘subject + main verb. ‘To form present simple questions, we use doldoes + | Does this sofware work on iPhones? Hf there is a question word inthe question (who, what, when, how, et.) it always comes atthe beginning, How often do you update the software? {aling (3) intonation. For Yes/No questions (questions we can answer with | Do you work with small companies? (2) "yes'or no), we use rising (2) intonation. For questions that begin with a question word, we use | How do ! use this software? (3) Pronunciation 8 wating 9 ‘Speaking 10 n Listen to track 04 again. Mark the intonation on the questions as rising (2) or falling (s). Then practise saying the questions with a partner. ‘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. ‘Think of answers to the questionnaire in 9 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. ‘Work in groups. Choose a company from 2 each. Take turns to ask questions to find out which company each student in your group has chosen. Use appropriate intonation.IT workplace rules Speaking 1 Work in pairs or small groups. Look at these signs. What are the rules? 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 answers with a partner. person in charge of IT keeping something safe formation 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. — people you work with Read the memo and find words that match these definitions. Then compare FROM: Chief Information Officor TO: Al statt DATE: 16 June ‘SUBJECT: IT security XBM Digital ‘As you know, many new staff have joined us at XBM Digital recently, so now is @ good time fora reminder about ‘Some of our rules. Security is important, and these rules will help us to keep our IT systems and data secure. Firstly, passwords are important for keeping the network secure. Don't use common words or numbers a passwords, such as birthdays or names of your children, Passwords must be alphanumeric and be at least eight ‘characters long. You need to change your password every month or more frequently. Also, you should not share itwith anyone, including your coleagues. Language 4 Read the memo in 3 again and a lerine the words used to express rule. ‘We use must, mustn't and have to to show stiong ‘obligation and to express rules. ‘We can also use should, shouldn't, can't and need to to tak about rules. Passwords must be at least eight characters long. ! have to go tothe cantoon to eat! J can’t even have an ‘apple at my desk! ‘We also use imperatives to give rules. Use them carefully because they can sound impolite. ‘Keep your password secret Don't share your password with other people,Speaking 5 Workin pairs or small groups. Write workplace rules for some of these activites Then compare answers with another pair or group. What reasons can you think offor 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 n downloading files streaming music or video Listening 6 EZEEH Listen to two people talking about workplace rules and complete this table. Then compare answers with aparinet ht Lateeta h ‘Ask a technician to install software 7 How does Lat rules in he fa feel about the ‘workplace? How can you tell? Do you think she likes her ‘manager? Why/Why not? Speaking 8 Work in pairs. Student A, look a the information on this page. Student B, look 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 hiner. * use company equipment for personal reasons x + install software x *+ change password frequently 7 + use Facebook x 2. Swap roles. You are a new employee. Listen to Student B explain some IT ‘workplace rules. 9 Work in small groups. Write a list of the technology-related rules in your ‘workplace or place of study. Then compare your list with another group. Which, rules would you like to change? Why? Writing 10 Imagine you are a computer room technician ina college. Wiite a list of rules for the wall of your computer room.‘Speaking Vocabulary Meetings 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? 2 Work in pairs or small groups. What are the following? Why are they useful? + chaimperson + minutes + videoconference + agenda * teleconference Listening 3. EEN Read this agenda, Then listen toa teleconference ina company that Language has small offices in different cities and answer the questions. Compare answers in pairs or small groups. Agenda In attendanee: Juliet, Chief Accountant, Chairperson, head office: Fred, Ofice Manager, local office; Ulrik, IT Support Officer, local aioe Items: 1 replacing old computers 2 cost of new furniture 1 What suggestion did Fred make? 4 What is the problem with that? 2 Whatis the problem with that 5 What was Likik’s suggestion? suggestion? 6 Whose suggestion was chosen? 3 What was Fred's next suggestion? agreeing and disagreeing suggestions, ‘We can use the modal ‘suggestions, verbs shall and could to make | We could buy new computor. _| make a suagestion. | | We can also use how aboutiwhat about + ing to | How about hiring a new technician? || tm atraid to poitaly 6 |[reason i you dicagres. We can use maybelperhaps to soften a suggestion and | Maybe we could upgrade the server isagree. Its usually polite o give a | There's a problem with that idea, 'm afraid. We'e ccuting costs atthe moment. 4 Look at the a Speaking 5 Work in pairs. Think of four sugges 6 Student A, look at the information on t io script for track 06 on pages 72-73 and underline the phrases that make responses more polit. ms similar to those in the teleconference in 3 and take turns to make and respond to the suggestions. 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 old equipment. Follow these steps: Introduce yourself, then listen to Student B's selfintroduction, 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 it.Business matters Reading 1 Complete the company description and job advertisement with the words inthe box. Then compare answers with a partner. client diagnosing from time totime _ installing launched maintaining provide service centres ‘spreadsheet and database _— supplies Our company and what we do POS (Pacific Digital Solutions Limited) is an international technology company which (1) software, training and support services. We employ over 6,000 people across 27 (2) serving client in 46 countries. Clients tellus that we (3) excellent customer service. ‘Our products include office sofeware such as (4) applications, We have recently (5) «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 ths. Technical officer ‘Tired of staying indoors all day! Want to travel as part of your job and meet diferent people every day? ‘Then we have an excellent job for you! PDS serves 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: +2 Diploma of Computer Servicing. + experience in (7) operating systems, (8) computers and (9) +a fll driving licence. You should also have: + a willingness to work evenings and weekends (10) +a friendly personality and good customer service ski Salary and benefits on application. Speaking 2 Workin pairs. Roleplay an interview forthe job in 1. Student A, you are the interviewee. Prepare o answer questions about the job and company. Student B, you ae the interviewer. Prepare some questions to ask Student A. Roleplay the interview. Then swap roles and repeat the actviy. Wrting 3 Look again atthe company description and job advertisement in 1. Which one of these patterns do they follow? 1 amixtue of general and detailed information throughout 2. general information fist and more detailed information later 3. more detailed information ist and more general information later 4 only detaled information 4. Wiite ajob advertisement for an IT job you would like or your current IT job. Use the pattern you identified in 3.2 Pn ree ted give instructions for using a GUI UES ice eet py eee a sorte n tia) System specifications ‘Speaking 1 Work in small groups. What is the difference between peripherals and internal Vocabulary Listening ‘graphics card = video card CPU = processor Language 2 hardware? Name as many of each as you can, Can you install any? Are these items internal components (1), peripherals (P) ot storage (SY? For some items, there may be more than one possible answer, 1 extemal drive 7 mouse — 2. hard disk drive 8 memory —_ 3. headphones — 9 monitor — 4 optical drive 10 power supply unit __ 5. keyboard 11 printer 6 solid state drive _ 12 screen Listen to a technician describing the motherboard to a new trainee, Match these words to A-G in the photo below. 1 audio socket 4_ Ethernet connector 7 USB port __ 2 CPU socket — 5. graphics card sockel 3 DIMM slot — 6 SATA socket A 6 Ee © Large and small numbers values lose than 1 For decimal values, we say point forthe decimal point | 1s 0.54 milimetres long. (nought point ive four or {and pronounce the next numbers individually. We dorit | ‘point five four, NOT “nought point ity: four) ‘always mention the O to the let ofthe decimal point for ‘To express large and small numbers, we often use| a 3.6-kllobyte fe prefixes. For example, kio- means',000: The main stress is onthe fist sylable ofthe prefix.4 Match the prefixes in the box to these numbers dual- —giga- kilo.» mega-——micro- mile nano- quad- tera 1 1,000,000,000,000 3 1,000,000. 7 1,000,000 ee 41,000 BA canta 2 1,000,000,000 5 0.000000001 92 peabeeeeiies 6 0.000001 ine the stressed syllables in these words. Then, practise saying the words with a partner. 1 adual-core processor 5. 18nanometres 2 aquad-speed Blu-ray drive 6 a2Gxilobyte file 3. a35-millimetre socket 7 2Amegahertz 4 amicrometre 8 Aterabytes Listening 6 [ZEEE 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 8 x Expression 8710 laptop computers with the 10 x Domination 8720 flowing specifoations: desktop computers | + Bntel 2.76 GHz dual-core CPU + Entel 8.4 GHz quad-core CPU +1890 GB SDD + 1 x Bastern Digital 2 'B 7200 rpm SATA HDD + 8G dual-channel DDRS 1666 Miz RAM + 16 GB 2000 Miz memory + Tadeon 3860 1 GB graphios card + Ladeon 7980.2 GB graphios card | + Mo optioal drive + 6 x Bluray oombo optical drive (Blu-ray, | + 15.6:nch WLED 1920 x 1080 screen DVD#/-RW & CD) | 4x USB ports + 4 x UBB ports | + Wo operating system installed + 802.11n WLAN wif mini oand | + year next business day on-site + No operating system installed + year next business day on-site service 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... but they came with 8 Work in pairs. Write some specifications for a computer. Then ask and answer questions about your partner’s computer. Think about these things: + processor speed + hard drive size + memory + screen resolution ‘A: How fast is the processor? B: It's 2.84 megahertz. 9 Work in pairs. Suggest specifications for computers for these people. Then ‘compare your answers with another pair. 1 computers for administration staff 2 acomputer fora designer 3. aserver fora small business 4. a computer fora sales person Idontt think admin staff need a fast processor. They only need it for word processing and email. What about a two-gigahertz processor?GUI operations ‘Speaking 1 Workin pairs. Look at the screenshot in 2. What different things can you do to ai tial awindow? user interface You can resize it. Vocabulary 2 Match these words to A-L in the screenshot below. 1 seroll bar — 5 title bar__ 9 left-hand pane 2 menu 6 icon 10 tab 3. ‘Minimise’ button 7. folder — II check box 4 ‘Maximise’ button 8 filename 12 radio button 8 c . e Fog f 4 3 Work in pairs. Match actions 1-7 to their results a~g. 1 Double click on the title bar a) to open a new menu, 2. Click on a menu ) and the window fills the screen. 3. Right-click on an i ) if you want to move the window: 4. Slide the scrollbar down d) to hide the window. 5. Click the ‘Minimise’ button €) to scroll the window down, 6 Drag the title bar 1) toopenit 7 Select the icon 8) and its background changes colour,Listening 4 [ZEDM 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, (choose ‘Properties’ from the menu. [] Choose the ‘Details’ tab. Cust select ‘Manage’. (Just right-click where it says ‘Disk 0’ CiSetect ‘Install date’. C1can you scroll up to the top? Language Giving instructions 2 ‘We often use imperatives to give instructions. We use | Drag the window tothe left. ‘softeners’ such as could you, can you and justto | Could you just double click on the bottom icon? ‘make the instructions sound more poite. ‘We use sequencers (e.g. fst, then, next, aftr that, | First, just click on the ‘Start’ button. Then select ‘Shut finally) 'o show the order ofthe steps. down’ in the bottom right cormor 6 Look at the instructions in 5. Underline the imperatives. What softeners does the Writing 9 speaker use? \Work in pairs. Take turns being an IT help desk technician and an IT user. Use these prompts to explain to your partner how to follow the steps for each action. ‘Start’ button ~> ‘Control Panel’ -> ‘System and Security’ heading > under ‘System’ ‘View amount of RAM and processor speed’ A: First, could you click on the ‘Start’ button? B: Sure, A: Then select ‘Control Panel’. A box will appear. B: OK. A: Click where it says ‘System and Security, then ‘View amount of RAM and processor speed’, under ‘Sys B: Got it! Thanks very much. 1. ‘Start’ button -+ Mozilla Firefox -> double click/itle bar 2. right-click on ‘:" 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 top ~ find ‘Anki’-> right-click ~> select ‘Uninstall 4. find clock 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” ‘Start button ~> ‘Control Panel’ ‘Appearance and Personalization’ heading > ‘Display’ heading -+ ‘Magnifier too! link Work in pairs. Take turns to explain these actions. Look at the prompts in 7 or use your own ideas. how to close a program First, goto the ‘Fle’ menu. Then click ‘Exit’. Or click the x’ in the top right-hand ‘corner of the window. 1 howto open a program 3. how to change a program's settings 2 how to save a file 4 how todelete a file Write an email explaining the steps for one of the actions in 7.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 list from question 1 use the items in the box? 3. Which other computer tasks use the iterns in the box? audio graphics. images. video Vocabulary 2 Label the photos with the multimedia equipment in the box. headphones microphone projector speakers video camera virtual reality goggles webcam : AN we (OO Tec 7 tee Se A oe —< 7 Speaking 3 Work in pairs. Who might use each of the items in 2? What might they use them for? Reading 4 Read this email quickly. What does Kamal want to do? ‘Subject: Connecting a projector Hi Kamal, It should be quite easy to connect your laptop to a projactor. First, check that both the laptop and the projector are off. Then connect the projector cable tothe laptop: ust plug it into the video socket. Most laptops fhave one, usually atthe back or side, After tha, insert the projector's power cable into a power socket and turn on the computer and the projector. "Nex, the computer has to find out the projector's resolution: press the ‘Function key Fi) Con the laptop and, atthe same time, press the key with a picture ofa screen on it. The Fr’ key is usually onthe bottom let, near the ‘Shift key, and the key with the screen picture on itis usually on the top ow of keys, onthe left. Dont forget to switch off the equipment and unplug the projector from the computer when you've finished Bost wishes, |_ Natasha 6 BaVocabulary 5 Match words 1-8 from the email in 4 to words a-h with a similar meaning. 1 cable a) push 2 plug (into) ) put (into) 3 insert ©) connect 4 power socket 4) connector 5 tumon ©) tum off 6 press ) electricity socket 7 unplug 8) switch on, 8 switch off h) disconnect 6 Complete these prepositional verbs. 1 connect —___ 3) unplug —____ 2 plug 4 disconnect ‘Some sentences have two objects. We often use a preposition between the two objects (verb + object of ‘vet + preposition + object of preposition). 7 Read the emailin 4 again and complete these instructions. Use two objects ‘where appropriate. Switch off the computer and the projector. 1 Plug : 4 Push__. 2 Plug—__. 5 When finished, turn —___. 3. Switch 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 + a paragraph + signing off 9 Write an email explaining how to transfer photographs from a digital camera to 4 computer. Give instructions forthe 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Operating systems Reading 1 Work in pars. Put these steps in reinstalling an operating system in the correct order. During the process, the computer will restart by itself several Near the end of the process, you can partition the hard drives. itn the B108, set the first bot drive to DVD. Then reboot again. atthe end ofthe process, the operating system will ask fr the product key, time, date, network type and details for user accounts (First, put the installation DVD into the optical drive. Then reboot the computer While you press the ‘F2' key. The BIOS will now start. [A1Mhis time, the computer will boot from the DVD and installation will begin efore you start, back up everything, [Near the start ofthe process, it will ask you to agree to the icence terms. Vocabulary 2 Find words in | that match these definitions. 1 start again —__ 2 split a hard drive into parts that act like separate drives 3 software built into a computer that controls how it stats up 4 the drive that the computer reads first when starting up 5 software comes with this to show you are the owner 6 settings fora user —_ 7 switch a computer off and on again 8 a series of actions to do something 9 copy data to another place so that you don't lose it 10 rules about how you can use software Language Expressing reason and purpose ‘We can use these forms to express reason and purpose: | Why should | update my OS? + for-+ noun phrase For tho new features. + s01that + clause ‘So that you can use the new features. + toitinitwe To use the new features. + bocauso + clause Because it has new features. 3) Work in pairs or small groups. Match 1-6 to a-f. Then complete the gaps with ‘because, $0, 10 oF for to make sentences. 1 Back up everything a) —____ enter the BIOS. 2. Put the DVD in the drive b) that the computer restarts 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 d) —_ safety some questions ©) that the process can start. 5 You might want to partition the) ___itneeds to know some hard drive information, such as where you are, 6 Change the boot drive to the optical drive Speaking 4 Work in pairs. 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. s Bi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 itand how much people use it Reading 2 Read this web article and check your answers in 1. ‘Open source: the way forward? ‘with open source software, what do people think about ist?” Money, usually, because open source software is fre. But ths isnt the only important thing, Fist, there is freedom from the software vendors. Organisations say that freedom is the number one reason to choose open source software. With open source software, an organisation doesn't have to olow the software vendor's decisions. With [Boprietary software the vendor controls software Updates. For example, users can't add features to ‘Proprietary software 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, when a company wants to change ‘to another vendor's software, moving the data to the new software can be very difficult. Open source software is different; open source software vendors explain the'r data clearly and openly so that they are not a secret. Because ofthis, moving data isn't problem. ‘Sometimes people worry about open source ‘operating systems. They think that their favourite software won't run on open source operating systems. However, ths Isnt tue because there is a lot of office software, such as word processors and ‘spreadsheets, for open source operating systems. In fact, there are many kinds ofthis software and they ‘work wal. tis only special areas, such as graphics design, where proprietary software is clearly better. Listening 3 [ZEEE 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 4 Use the article in 2 to make a list of reasons to use open source software. Then ‘work in pairs. Give reasons for your answers and discuss any differences, 5 Work in small groups. You are technicians in an adver 1g company. You look after operating systems and software. Look at this email 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. HiPeter, We need to replace the computers in our administration office and our design office, The administration stat are using old computers that need updating. The design staff need to keep the software they are currently using (e.g. Photoshop). \Wnat are your recommendations for operating systems? Please let me know, ‘Many thanks, Yuriko Writing 6 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.Coe neg sd 3 | iDyelesl rt sais aleabe Se UE LT Coen refo} galeeLelel Cec-1Ce) | Matsa anata Internet browsing ‘Speaking 1 Work in pairs. Discuss these questions. 1 Which websites do you visit most often? 2 Which browsers do you use? Which is your favourite? Why? 3 What kind(s) of device(s) do you use to access the internet? Vocabulary 2 Match these words to A-F in the screenshot of a browser below. anenaencoars 1 web address 4 tab Waitin) Saab aahese: 2 bookmarks bar — 5 tink Mee arate 3. ‘back’ button 6 ‘refresh’ button 3° Match verbs 1-8 to nouns ah to make collocations for things you can do on the internet. For some items, there may be more than one possible answer. 1 follow a) video 2 take part in b) a password 3. stream ©) your status 4 update d) awebinar 5 post ) photos 6 download 1) web pages 7 browse 8) acomment 8 enter h) alink ‘Speaking 4 Work in pairs. What do you do on the internet? Tell your partner. Use the collocations in 3. Listening 5 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? 6 Listen again. What three thins does the admin assistant need help with?Language use tho present simple to talk about something we | J work in an IT Department. This woek 'm managing the department because my manager i away. Tknow how t0 use HTML, 7 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. 8 Complete this telephone conversation between an IT help desk assistant and ‘an employee. Use the correct present simple or present continuous form of the ‘verbs in the box. check know not work open type in A: There's a problem with this browser. I usualy just (I) ______my user ID and password and a new window (2) But it (3) ___now! B: OK, I think | (4) __what the problem is. Probably your pop-up blocker ison. A: Hmm... 16) now. Yep, you're right. I's OK now. Thanks! Speaking 9 Roleplay telephone conversations for these situations. Take turns being the IT help desk assistant and the caller. Use the conversation in 8 as a model. 1 problem: video streaming/usually no problenvnow not work Solution: internet connection problerrvcheck the connection 2 problem: website images/usually all appear/now no pictures solution: leave ‘Automatically load images’ unchecked 3 problem: often visit this website/now error message solution: enter ‘www’ in the web address, not ‘wwww" Listening 10 Listen to part of a telephone conversation. Complete 1-5 with the correct symbols from the web address the speaker dictates. Pt www.d-o-socialwork gov.ae/schools_2.,html?72 ace 1 dash 3° slash — 5. question mark 2 dot 4 underscore n Listen to part of a telephone conversation. Which web address does the speaker dictate? 1 wewagamy:com/search/results_78.aspx?p 2 wwwagamy.com/search/results/78.aspx-p 3. wwwagamy.com/search/results_78.aspx-p Speaking 12 Work in pairs. Student A, look at the information on page 68. Student B, look at the information on page 70. Follow the instructions.Networks Speaking 1 Work in pairs. Ask and answer these questions. PIN = personal 1 What computing devices do you use in your daily life (e.g. ATMs)? Identification 2. Do you think they are on a network? Is it wired or wireless? umber 3. Are these devices secure? What security features do they have (e.g. a PINY? Reading 2 Read this web page. Match the paragraphs (1-3) to these points. a) types of software and devices on networks — ) the main types of networks ) the arrangements of computers in networks What is a network? ‘Anetwork isa 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 large networks use a mosh. In this, in common use. In Local Area Networks (LANs) ‘each computer is inked to several others. This has ‘computers are close together ~ perhaps in the same one big advantage: if one connection breaks, the data ‘ building. They might be connected directly to each 20 can use other connections. Therefore, itis dificult to ‘other by cable or through a wireless network such as break a mesh network. Wi. In contrast, wide area networks (WANS) cover Many networks work on a client-server system. In ‘larger area and usually use telephone lines ora this, servers are special computers that slore data, mobile phone system to connect. ALAN can be @ serve websites and have other similar functions. 10 part of a WAN. 25 Generally, a cient program will ask the server for ‘There are diferent types of wied networks. One isa data and the server wil then send the data back sar system. In this, each computer (or other device) to the client. For example, when you type a web 's connected to a central server. Another type isa ring address into a browser, the browser (the cient) will, system. This is @ network that has each computer ‘ask the server for a web page, which then sends the 1 linked to two others. Ina bus system there is a central <0 web page back. 3 Read the web page in 2 again. What do these words refer to? ‘They (line 5) computers 1 One (line 11) —_ 4 itGine 17) 2 this (line 12) —__ 5 this (line 17) —_ 3. Another type (line 13) ______ This (line 18) 4 Read the text in 2 again and label these types of network. So Oe 88 Fs 1 2 a 4‘Speaking Language 5 Work in pairs. Use the information in the web page in 2 to answer these questions. 1 Doyou 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? a) word processor (not web-based) ) presentation software (e.g b) web browser PowerPoint) ©) email program ©) instant messaging software We can use relative clauses as part of a definition, 19 | She's the person who/that looks alfer networks. ive important information about something or someone | Tho internet isa network which/that covers the world, (eg. explain the function of something or to say who | des something). We use the relative pronouns which’ that for things and whoithat for people. Speaking Listening Writing 12. Look at the web page in 2. Wi 6 Underline the relative pronouns in the web page in 2. Then draw an arrow to the word each pronoun refers to. 7 Work in pairs. Take turns to explain items 1-6 from Units 1-3 to your partner, Use the nouns and verbs in the box and relative pronouns. Then choose some more ‘words from Units 1-3 to explain. ccableflinks chipicontrols__network/uses _part of a browser/helps (Peripheral) device/prints _prograrm/shows —_type of network/covers, As What's a CPU? B: I's a chip that controls a computer. 1 browser 3. bus 5 wired network 2. search bar 4 WAN 6 printer 8 BEZEEM Listen toa sales representative explaining a new service to a client, Answer these questions. 1 How secure isthe current system? 2 How secure isa VPN? 3 Compared with the current system, how easy is a VPN to use? 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 10 Work in pairs. Take turns to read your definitions from 9 to your partner. Can your partner guess the correct word? 11. Inthe conversation in 8, the salesperson says that with a VPN, you don’t have to worry at all about security. Do you agree? Think about passwords, laptop computers, etc jch sentence in each paragraph shows the paragraph's topic clearly? a) the first sentence ) the last sentence ) 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4 Speaking Mobile computing 1 Work in small groups. What features do you use on a mobile device (e.g. Gi maps, camera)? What do you use them for? 2 Work in pairs. Think about people in these jobs. How might a mobile device be useful to them? 1a company sales person who visits many client companies 2. a delivery driver fora parcel delivery company 3 a technician who installs entertainment systems in people's homes 3 Complete the flowchart with steps a-f in the correct order. a) admin staff print out work instructions ) admin staff send invoice asking for payment ©) client signs paperwork ian finds client and installs systern ian picks up instructions {technician takes paperwork back to office Entertainment systems installation workflow yy f Listening Language 4 Work in pairs. How do you think the workflow in 3 will change if the technician has a mobile device? Draw a new flowchart and complete the stages, 5) BEZREM Listen oan specialist talking to ahighvtevel manager, explaining how thelr entertainment system installation technicians can use new tablet, computers. Check your answers in 3 and & Zero and first conditional ‘We use the zero conditional io tak about something ‘always happens as a result of an action If you drop a tabiet, breaks. If you use a tablet, you ean sond documents easily ‘We use tho first conditional to talk about the result of a future action or situation. If we have a problem, well send a message. ‘We use a comma between the two clauses when tho ‘telause comes first but not when it comes last. [if wo buy tablets, well eave money. Welt save money if we buy tablets. 6 The company in sentences 1 With the tablets, ifthe technician job, he or she 2 Ifthe customer ‘now using the tablets. Complete these zero conditional — (not know) the way to a (use) GPS to find the best way there (be) happy with the job, he or she (ign) using the tablet’s screen. 3. Ia customer 4. Ifatechnician (change) their order, the system (update) the details on the tablet. (need) to order a new part, he or she — (send) a message electronically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. 8 Work in pairs. How are these mobile device features and functions useful? calculator calendar camera_-—e-bookreader_ GPS long battery life torch USB recharger Ifthe phone has a GPS, we can use itto find places. Ifthe battery life is long, 9 Work in pairs. What is the person in the photo doing? ‘What is her job? How might a mobile device help her in her job? Vocabulary 10 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 photo 3 the position of something 4. changing written or printed words to data that a ‘computer can understand 5. give information — 6 aword used to show that something is completely ‘correct and true 7. stored information, e.g. on a computer —____ 8. a small part inside smartphones and other devices that n speed, e.g. if someone drops it information to something, e.g. a sures change of Your mobile workers can be more productive! ‘Win 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 example, let's look at devices that we've customised for, ‘traffic wardens: ‘s The devices have cameras and GPS so the warden can take photographs of illegally parked cars. The device automatically tags the photographs with location and time. Then optical character recognition (OCR) technology can read the car's registration number from the photograph and transmit it wirelessly to a central database. The warden saves time because there is no data entry. ‘s The devices continuously report the warden's location back to the control centre. So if there is a problem, the control centre knows exactly where the warden is and who to contact + Because most ofthe data is kept electronically, record keeping costs are lower. + Boing a trafic warden can be dangerous. The accelerometer in the device automatically sends a message if it falls, unless the user presses the ‘Cancel button immeciately. Then the control centre can cal the police. ‘Speaking 11 Work in small groups. You are technicians in the mobile device company in 10. Suggest how and why you could custornise mobile devices for these jobs. 1 delivery driver 2 salesperson 3. nurse AGPS will be very useful for a delivery driver, Ihe or she gets lost, itl help him or her to find his or her customers. EsEmail ‘Speaking 1 Work in small groups. How often do you use email? When do you choose email fead 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 3 Note down the steps in sending an email. Then compare your notes with a partner's, Are they the same? Ss rN Please send me a message. Could you send me an email to remind me? n_| Gould you forward the email that Jack sent? The internet's down. 4 Complete this intranet post about email guidelines with a, an or the. Hey seme one bregma PAL Dear ep tony ees iu eceetpaee ““Tunconay monvnsiyoruaa-aracatee | _serowe enone ocr Senos meh aca rlcana eee ae aa Mine crcatiie teary camino ee tea taney He or she might also forward (3) __ email to can't see each other's email addresses. '* Check attachment size before sending! Some email Aeomeeee eh eri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 and software that they're using now, and what works well and, ‘what doesn’t work well. 2. Discuss and decide the hardware and software needed to meet all he 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 it to the class. Your proposal should have these parts + Introduction: Explain the problem. * Body: Present your proposal. *+ Conclusion: Say how much your proposal will help. Benelex Architects isan architecture company with a Aiference: our sales team are fully qualified archivects ‘who tak with you and visit the place where you want to bid your house. We ask lots of questions, show you los ofideas and work with you through every step in process. this way. we design your perfect home. Technology is important to us. lt helps us work more efficiently and also helps to give you the best solutions. In addition, we use it to keep you up-to- date all the way through the process. My problem is this: at the moment it’s hard toknow where the sales team are. If a new ‘enquiry comes in, I'd like to be able to send someone to the customer straight away. Sales manager Ttwould be great to see everyone's appointments all at the same time, on the same sereen. That way Td know when to call sales ‘people without interrupting @ mesting with a customer. Sales support administrator ‘Wo really need to make the gystem more secure. Our IT person tells mo that anyone can ‘wad the information from the sales people's tablets. That's a big problem." General manager ‘We really need to improve the customer experience. Customers tell us that thay want to see the plans and images of their new home in much greater detail. They also want video, not Just images. Marketing manager ‘gst too many emails. I seem to spend more time dealing with emails than with customers! ‘There must be a better way to communicate! Sales representative Currently, we take a lot of photographs with cameras of sites, buildings and things like that. If ‘we can upload them to somewhere ~ somewhere that we can access easily - tht will save a lot of ‘ume. We won't have to move photos from one program to another or one device to another. Sales representativeSpeaking Vocabulary ‘means the same A Speaking Listening Car eae ete nd ter a aoe en SU oe emt administration tasks one PXebealialiciecctaceyel Dee nek Spreadsheets and formulae 11 Work in small groups. Discuss these questions. 1 What do people use spreadsheets for? 2, Doyou use spreadsheets? What for? What do you find easy/dfficult about using them? 2 Work in pairs. Match sentences 1-4 to sums a-d. Then rewrite the sentences using the words in brackets. 1 If we divide 8 by 2, we get 4. (divided by) a) 842= 2. Awe subtract 2 from 8, we get 6. (minus) b) 8-2 3. If we multiply 8 by 2, we get 16. (imes) ©) 8/2= 4. The sum of 8 and 2 is 10. (plus) @) 8x2= Sdivided by 2is 4. 3 Work in pairs. Write eight sums each but don't show your partner. Then take ‘tums to read your sums to your partner for him/her to calculate. ‘A: What is 9 divided by 2? B: 4.5. If you multiply 10 by 4.6, what do you get? A: 46. 4) BEER Listen to a trainer explaining a formula in this spreadsheet. Match these words to A-F in the spreadsheet. What does the formula do? 1 cell__ 3 formula 5 value _Speaking 5 Workin pairs. Student A, look atthe information on this page. Student B, look at the information on page 70. Follow the instructions. say we fe mutleaton Student A en Read these formulae to Student B. Then listen and write down the formulae fpamiaweischon Student Breads to you. oe fete OA =e= 20820) equals if... open bracket ... A equals 20... comma 82 comma .. nought. close bracket Goes =87°C8/C9 rT Be =A2-SuM(G2820) Oe =sumer-7 oe Language simple ‘We use the past simple to describe finished actions or | Did you check the formulae in the spreadsheet? ‘events in the past. Yes, I did. | found one mistake. The others were all fhe. Regular verbs (0.9. check, correct) usually added. | I corrected it straight away. lneguar verbs (e.g. be, go, get, choose, find) have their ‘onn past simple forms. Ye use didididn't + bare infinitive in questions and negative sentences. 6 Read audio script 17 on page 75. Which tenses are used? Complete this sentence. “The speaker used the ____to explain what a function does and the to describe past events, Listening 7 Listen to four employees explaining their problems with spreadsheets. ing Complete this table. tion Problem 1 typed in a formula ‘get an error massage 2 4 Speaking 8 Work in pairs. Match these explan. roleplay the situations you heard. a) saved in another folder by mistake — b) misspelt the function in the formula —L_ ) need to right-click on the cell, select Format cells’, then. select ‘Date’ 4) chose the wrong formula — A: Could you help me? B: Yes, sure. What's the problem? A: Well, Iyped a formula into the spreadsheet but it gives me error messages every time try (0 use it! B: OK, I think you misspelt the function in the formula .. 9 Work in pairs. Take turns to describe an IT problem. Explain what happened and how you solved the problem. Then form new pairs and describe your first partner's problem to your new partner = ns and solutions to problems 1-4 in 7, ThenDatabases ‘Speaking 1 Work in small groups. Discuss these questions. 1 What database programs do you know? 2 What do people use databases for? Give examples. Listening 2 [ZEEE isten to a database administrator describing the structure of a company database to a trainee. Match these words to screenshots A-C. 2 table 1 report 3 form 3 -_Listen again. Which option best describes what the database keeps track of? a) clients and orders b) stock and orders Complete this manual with the words in the box. Then read audio script 19 on ©) orders and full accounts age 75 and check your answers. ‘A database has several parts. These are called (1) ____. The simplest ofthese isa table; ‘most databases have atleast two. Tabies look Ike {a spreadsheet. Each row inthe table is afr) (2)____ containing information about one item, such as @ person or something that the ‘company sais. Each of these contains several (3) —_ with information about the item. For example, in a compary’s employee database, these ‘might be family name, given name, phone number {and s0 on. One important points that one fil in ‘each record must be (4) =the same data must not bein any other record, We call this field the (©) tt can be a staff ID number, for example, butit can't be a given name because many people have the same given name, ‘Another type of objects afr) (6) __. which is. Used for entering data into tables. A third object type is fp) (7) ___. This can show data from more than ‘one table atthe same time, looks good and issuable {or printing, ‘There are several ways to get data out ofa database, ‘One is simply to (6) —___~ for example, f we ‘want to check the data in single record, such as an ‘employee's phone number. we want fo coming information trom several tables orto do something vith the data such as add up francial information em several records, we can (@) —__.Speaking 5 Work in small groups. For each of these tables, discuss which field is a good primary key (more than one answer might be possible). Be prepared to give reasons for your answers. 1 Adatabase table holding details of a club's members. The field headings are: Given name, Famity name, Email address, Membership number, Address and Mobile number. 2 Adatabase table with details of products that a company holds in stock. The field headings are: Product name, Product price, Number of units and Barcode. 3. A database table of patients in a hospital. The field headings are: Family name, Given name, Date of entry to the hospital, Bed number, Case number and National identity card number. ‘The given name can't be a primary key because it isn't unique ~ many people have the same first name. 6 Work in smal groups. Discuss tables, fields and primary key that you could use for records in databases in these cases. 1a dentist's database of patients 2 alanguage school's database of students 3. altravel agent's database of aifne tickets 4 layer game in which players can stop and restart their games whenever they want 7 Compare your answers in 6 with another group. Language ‘We can use by + ing to express how to do things. ‘We can find the total number of hours by querying the database. By running & report, we can print alist of customers. 8 Work in pairs. Ask and answer questions about how to do these things. center data in a database (form) How do you enter data in the database? You can do that by opening a form and entering the data into the fields. find information in a database (query) ‘add a column of numbers in a spreadsheet (sum/formula/spreadsheet) make sure each record in a database is unique (use/primary key) print information from a database (run/report) Speaking 9 Workin small groups. Read this scenario and discuss possible solutions for each problem. auweme By scanning all your documents, you will use less paper.Systems administration Speaking 1 Work in pairs. Read this definition of what a systems administrator does and tite the words in the box in the correet column in the table. A systems administrator is responsible for whole computer systems and networks. deploys new software designs databases looks after network security sets up user accounts Lupdates software across an organisation works on a help desk writes software to sell to other companies ‘A systoms administrator's task ‘Not a systems administrator's task 2 Look at the second column of the table in 2. Choose a job ttle from page 4 for each task, Listening 3 ZEEE Listen toa systems administrator asking a technician about the status of the company’s computer systems. Is ta small company? How do you know? 4 Listen again and tick ¥ the correct column in this table. Were there any big problems? a Worked fine | Problem | Not ] found mentioned 1 depioy now sofware upgrades 2 deploy new sofware applications 3. backup systems 4 disk drives 5. set permissions: 6 check loge: 7_ reset passwords Vocabulary 5 Find words in the table in 4 that match these definitions, 1 change; set again 2 install on many computers at the same time —__ 3 settings on a computer, fle or folder that say who can use it___ 4 data that a program or computer produces while it runs, to show how well it is working 6 Complete these collocations and phrasal verbs from the conversation in 3 with the words in the box. Then read audio script 20 on page 75 to check your answers, crash out outof running again smoothly (x 2) 1 sna 4 lock (someone) _( 2 disk 5 check (something) — 3 beupand—___ 6 go 2 EELanguage before, after, [We can use while, before and after o show the order | While you install he OS, the computer will ask you of events, some questions. Before you reinstal the OS, back everything up. ithe same person is doing the action in both clauses, | After resetting the password, log in fo check that the we can use the -ing form of the verb after these words. | new one works. 7 _Use these prompts to write sentences with while, before or after. install the software/do a full backup Before installing the software, do a full backup. 1 install an operating systern/the computer may reboot several times 2. deploy major software upgrades/train the users 3 replace the hard drive/everything will go smoothly 4 forget a passwordireset it Listening 8 [ZEAE Listen to extracts from five conversations and write the action that should happen first in each case. 1 email a report So 5 2 pel Pronunciation Q Look at audio script 21 on page 75 and underline the sentences with before, while and after. Then listen again and mark the intonation on these sentences as rising (2) or falling (31). Does the intonation go up or down in yes/no questions? And statements? ‘Speaking 10 Work in pairs. Take turns to ask your partner to do these tasks. Use while, before or after. 1 check the logyfinish work for the day 2. check out the database problernstart work tomorrow 3 bein the server room/check the network cables 4 new designer arrives/set permissions on his computer 11 Work in small groups. Decide what precautions you would take in these situations. ‘What would you do or check before, while or after doing these actions? 1 upgrade some software 2. remote access someone's desktop 3. switch off a server with users’ computers networked to it 4 deploy new software Writing 12 Write a response to this email. Use these prompts to help you. + plug memory stick/old computer + drag folders/memory stick/use Windows Explorer ‘+ unplug memory stick/old computer/plug/new laptop + drag folders/memory stick/new laptop Dear Systems Administration, | want to transfer my folders of data to a new laptop. What steps should | follow? Best wishes, Pietr smPeripherals Speaking 1 Vocabulary 2 Lstening 4 ‘Work in pairs. Make a lst of as many peripheral devices (e.g, printer, screen) as you can. Then describe the items on your list to your partner. Can he/she guess what they are? It's for listening to music. You wear it on your head. Match photos A-H to definitions 1-8, 4 y / oO ES U og oO oO U0 1 NAS (network attached storage) device: a collection of drives in a single box, accessed through a network and thus more flexible than a device attached to only one computer 2 touchpad: part of a laptop computer used instead of a mouse for moving the 3. stylus: a pen-shaped device sometimes used with some kinds of screens. 4 graphics tablet and stylus: a flat pressure-sensitive pad and pen-shaped device, often used with graphic design software 5 touch screen: a screen that can detect when and where a finger touches 6 projector: a device that shows a copy of the computer's screen on a large screen, often used in presentations 7 headset: a device people wear on their heads that includes a microphone as well as headphones —_ 8 multifunction printer: a printer that also has other functions such as scanning, copying and/or faxing —_ ‘Write / next to the input devices and O n devices are both? Which device is neither? {to the output devices in 2. Which HEZZZBi Listen to an assistant systems administrator explaining a problem to his ‘manager and complete this table. ‘Action in progress: Problems ‘The accountant tosave [1 a a spreadsheet to the NAS device, 2 a| was working at 2 p.m. yesterday. | was working al night lar point in the past. ce Soe He was printing rom the multifunction device when it us for the longer action and the past simple | The printor ran out of ink while | was using it eee acd Wiee eee le pal eae ‘Speaking 5 Work in pairs. Take turns to explain these problems to your partner. Remember to say what you were doing at the time. Use the Language box to help you. 1 printer: paper jam, 2. headset: sound/stop 3. graphic tablet: move stylus/cursor not move 4 projector: ligh’stop working Writing 6 Choose one of the problems in 5. Write a short email to your company’s IT ‘Support Office explaining the problem, Business matters ‘Speaking 1 Work in small groups. Read this scenario and choose three of the problems. Discuss possible solutions to the problems you chose. ‘You are assistants to your company’s systems administrator, Zafia, She is away fora few days, so you were looking after the company's IT systems. A few problems occurred, which, together, you solved. Each day Zafias away, you have to wite an email to her explaining what happened during the day. Here are some ‘ofthe problems you've had to solve: Speaking 3. Work in pairs. Take turns to explain the problems ftom the lg in 2to your partner. Pay attention to the tenses you use, and use while, before or after where appropriate. Writing 4 Read the scenario in 1 again and write an email to Zafia.CO ee eee discuss IT costs Ce ety ene Web hosting Speaking 1 Work in small groups. When you shop for IT-related items, how much time do ‘you spend comparing items before you purchase them? Vocabulary 2 Read this web page and find words that match these definitions. a system in which each server has only one client's websites on it promise to fix any problems the time when the service is working the smallest amount or number possible or necessary the largest amount of data that can be moved ‘a unique number to identify a computer on the internet (Host lite nea Do you want better security for your website than you get We provide 24-7 suppor. You can choose between with shared hosting? Dedicated hosting may be right for operating systame, which we can instal using your ‘you, with your own server in our secure data centre! ‘Choose from our plans or send us your specifications. ‘We will replace harciware within 24 hours of any licence, or you can purchase a licence from us. Under all plans, you will be able to host an unlimited number of websites and databases, All plans aro for a minimum of ‘six months. problem and we also guarantee 89.99% uptime, Standard server plan Premier server plan No. of CPUs 1 2 4 CPUspecs Quad core, 8.0GHz Bore, 32.GHz 16 core, 32 GHz Memory sce 1268 2468 Disk size 2 2x 500 GB 2x2TB 4x27 Monthly bandwidth 278 518 2578 Dedicated IP addresses 10 age 100 Set-up fee $200 $200 ‘ 200 Monthly fee $200 ‘$300 ‘$500 Reading 3 Work in pairs. Your manager has asked you these questions. Answer thern with information from the web page in 2. What can we do if HostBlite’s standard plans aren’t suitable? ‘What guarantees and support do they provide? Can we use our current server OS licence? If we set up another website, can we also host that on the same server? Can we try them out for a month or two, to see how good they are? How much data can we transfer every month?Language Comparatives and superlatives _ [We use comparatives to compare two things. We use | Servers are more expensive than tablets. -er than, more ..than or less... than with adjectives. We | Laptops are less expensive than servers. use more, less or fewer with nouns. We have fewer servers than desktops. We use the same (as) or as + adjective + as to show | The setup feo fs the same for both plans. that two things are the same. sas fast as the other server ‘We use superlatives to compare more than two things. | This server s the fastest ofthe three but the least We use the est, the most... or the least. with reliable. adjectives. We use the most or the least with nouns. _| Which server has the most memory? Pronunciation Speaking Listening 4 Look at the table in 2 and complete this product comparison about HostElite’s services with the correct form of the words in brackets. ‘The Premier server's processor is (1) (powerful) ofthe three. This server has (2) (drives) the Standard server (four instead of two). All have (3) (uptime) guaranteed and they are equally secure. The Basic | Plan provides (4) (bandwidth) the other two plans, wit the Premier plan ofering (5) (bandwith). | Allthvee plans have (6) _(set-up fees) but the monthly fee for he Standard | plan is (7) _ (igh) the fee forthe Base plan, Overal, the Premier plan has | © ——— high) specitcations but is (@) —__ (expensive). Eee } 5 EEZEEE Listen to these sentences and mark the stressed words. Then practise saying the sentences. 1 Dedicated hosting is more secure than shared hosting. 2. The Basic plan gives you more bandwidth than the Superior plan. 3. Websites run faster on dedicated servers than on shared servers. 4 Of the three, the Basic plan has the least powerful processor. 6 Work in pairs. Ask and answer questions about these features of HostElite’s services. Use language from the Language box. bandwidth control pane! minimum contract length, monthly fee Which plan has the largest disk capacity? 7 BZEGE Listen to two IT officers talking about the products in the web page in 2 and choose the correct answer, a, bor 1 Forthis company, $200 per month is — a) cheap b) reasonable ) expensive 2. The company is a) verysmall —_b) medium-sized —_) large 3. The current website size is a) 1GB b) 1TB ) 278 4. The current monthly bandwidth usage Is about — a) 1GB ‘b) 1TB c) 27B 5. The company — processing power. a) doesn'tneed much —_b) needs quite a lot of €) needs a very large amount of 6 The company sellsto 2) other companies b) consumersIT costs Speaking 1 Work in small groups. Discuss these questions. 1 What electronic devices do you own? What electronic devices would you like tohave? 2 Are they cheap or expensive? 3. What accessories and services can you buy for then Vocabulary 2 Complete these collocations relating to IT hardware and services with the words inthe box. battery card extended _— internet. ~—«memory-—_—purchase 7 sofware spare technical «training USB 1 sevice 5 battery 9 2 reader 6 charger 10 3 cables 7 cost n 4 couse 8 support Speaking 3 Work in small groups. Discuss these questions. 1 For each device you mentioned in 1, which items in 2 go with it? 2. Forthe accessories and services in 2 that you haven't mentioned yet, think of device you could use them with. 4) BEZEGIE Listen toa manager talking about costs. What kindof gadget is she talking about? 5 _ Listen again and complete these sentences. What is the total cost over one year? t €1,200 to buy. We €45___ some memory cards. That 3 ‘case. We also €4.50 a month, We'll pay €1,388. total Language Talking about money ‘When we talk about money, wo use cost, come fo land be when the subject ofthe verb isan ite. We se spend and pay when the subject isa person, a company, etc. ‘How much did it come tolcostintoral? ‘How much was it in total? How much did you spend/pay? We can also use cost asa noun, What isthe total cost? Informally, we often say numbers from 1,000 to 1,989 using hundreds, not thousands. 1,250; twelve hundred and fiylone thousand two hunted and fy Decimal prices are expressed diferent from other decimal numbers. £150: one pound fiylone tty 6 Work in pairs. Ask and answer questions using these prompts 1 how muchyou/spend/internet connection? 2 3 4 ‘whatbe/your total spending/software/last year? how much‘you/pay/mobile phone service? ‘what/be/the purchase cost of your computer/in total?Speaking 7 Workin pairs. Student A, look at the information on this page. Student B, look at the information on page 70. Follow the instructions, FOU Scere pera) ay Your IT manager has asked you and Student B to calculate the total cost of Sultatnecots ——yership (HCO) of woe over hes year You ave he costs forthe = ‘Sundai TB10.6 tablet and Student B has the costs for the Samiba DR750 laptop. [Ask Student B about his/her information and complete the first part of the TCO calculation worksheet below. Then answer Student B's questions so that he/she can complete the second part of the worksheet, ‘Total cost-of ownership calculation workeheat Naofyeares 3 Quotation Thank you very much for inviting us to quote on this matter. Here is an itemised list of the prices |_| [item Zariba DR750 | Sundal TB 10.6 you asked for: + cost of Sundai TB106 tablet: $499.90 intial prchase cost + note-taking apps: ‘$45 per year Sofemarecosts + other apps: total: $160 Warranty + standard warranty: (free) 2 years || |Techncal support costs + extended warranty (1 year: $39.90 eee + online training $179 per rating. person (Other items + tech support free Total cost of ownership, protective case: $35.75 8 Workin pais. Discuss the differences between the two products in 7. ‘The laptops cost more than the tablets to buy. Writing 9 Read the email giving the TCO of some mobile devices and answer these questions. 1 Which sentence introduces the topic of the e 2. Which word joins similar ideas? Which word joins different i 3. Which word indicates a summary? Hi Katya, \'ve analysed the prices of the mobile devices that you requested. Here are the results: + The Shimatel device is more expensive to purchase than the Kyoseki device. + Also, software for the Kyoseki device costs less than for the Shimatel device. + Cases cost about the same, ‘+ However, Kyoseki devices have higher maintenance costs. (Overall, my estimate for the TCO for the Kyosek! is $1,580 over two years. The ‘Shimatel isa bit more expensive, at $1,740. Kind regards, Li Min 10. Write an email o your manager giving the TCO over thee years of the products in 7. Include appropriate words to join similar ideas, to join different ideas and to indicate a summary.Product research ‘Speaking 1 Work in small groups. Last time you bought something, how did you choose ‘what to buy? For example, did you think only about price? Or other things as, well? Discuss. Reading 2 Read the web page and match the pricing models to these features. Which pricing model(s): 1 may have advertising inside the program? —__ 2. includes a regular fee, e.g. monthly? —__ 3 has large updates that have a price and small updates that are free? ‘lous computing = pause 4 has several different prices for new users? —__ ‘sevice (Saa5) 5 makes it easier for the vendor to introduce upgrades often? —_ 6 sometimes costs nothing? Syuuisn ‘Traditional pricing ‘This isthe pricing model most In this the buyer pays a regular ‘common in consumer software. if | twolevels (or tiers) ofthe software | fee, usually monthly, to use the ‘you buy software in a box from a product. Each level has a diferent | software, This includes all updates, shop, yout probably using this price and may have a diferent which are pushed out othe users. ‘model. Each major version of feature set, or allow a diferent ‘The advantage is thatthe software the software costs money; minor ‘number of users. ‘company can easily bring out ‘versions are free fr licens holders. | Freemium pricing updates frequently. This pricing When a new major version comes | model is often associated with cloud is model is just lke tiered pricing ‘ut, licence holders have to pay ‘computing. txta but usualy les than fora fst | butthe lowest levels tree. Oten Freeware purchase. Users can oten try out | {ner® area very large number of the software for tree fora shor tial | meeusers, who act as advertising | As ts name suagests, this is fee cal forthe company. fa free userlikes | software It might be ad-supported, ie the program, they might encourage | The disadvantage is that ads may their employer to use it, who wil take up space on the screen. then pay for premium features. Listening 3 EEZELE Listen to three salespeople describing products, Which pricing model from 2is described in each? 1 ____ pricing 2 peeing 3 pricing, pricing 4 Listen again and complete these questions 1 Could you tet me —_____? 2. Could you tell me tia version? 3 Canyou tell me 4 Canyou tell me of your staff wil use it? Language polite questions ‘We often use indirect questions to be polit. The word | Do you know what the specifications are? _| order's the samo as in statements, not questions. | [Fervetnsquetane wo we or wher. Can you alo whethor es suport newoting? o Bspronunciation 5. [RZIEGBD Listen to three indirect questions and mark the intonation as sing (A) Or falling (3) in audio script 27 on page 76. Then practise asking the questions. Reading 6 Read the specification sheets and answer these questions. 1 Which pricing model(s) in 2 do Microforce and Jozo use? 2 How can you access support in each? 3. Inhow many locations can someone use a) Microforce’s Free plan? 'b) Jozo Premier with one licence? Microtorce Hypernamic database pricing plans ‘Pan Maximum 3 10 wnlimited ‘no, of users version 5.2: $699.00 per site; Cost free(ad $10.00) $25.00 upgrade from version 3 or 4: supported) month month $199.00 per site Tia period la 1Sdays 15 days Sitelcences 1ste sites unlimited Support webonly email , ‘webs telephone and email Maxno.ot 6,000 20,000 records i ‘Training website access to videos Jozo Premier database solutions pricing Speaking 7 Work in pairs. Which of the four packages in 6 has the best features for these people? Give reasons for your answers. + afreelance person * a small company * alarge government department 8 Workin pairs Look a the information in 6 again. Student A, you are a customer. Find out about database software from Student B, a software provider. Student B, answer Student ’s questions. Reading 9 Read this email from an IT consultant to the freelance person in 7. Find and correct the mistake. Hi Maryam, ‘You asked which database is suitable. | suggest Microforce Hypernamic. They have a free plan which allows up to two users at one site. The best thing is that it's fre. It only allows up to 6,000 records but I don't think you'll need more than that. Also, support is via the website only. Best wishes, Hoya Writing 10 Write an email to the manager of the government department or the small company in 7, advising hinvher which package from 6 is suitable for that department, Give reasons.‘Speaking Listening Price Features File compatibility 2D tools 3D tools "Network capabilites User guide Email support Telephone support User forums Making recommendations 1 Work in groups. Think of a device or a software package that you have used. Would you recommend it o someone else? Why/Why not? 2 Work in groups. Read this glossary entry for CAD. Discuss which of the features in the box might be useful for CAD software. ‘Aided Design): using computers to produce Blipectiestons darcy tn esgn procs, or nasa { may also be used for movies. 2D drawing tools 3-D drawing tools audio recording browser capability good compatibility with fle formats from other software instant chat function network capabilities OCR. 3. BEEEEM Listen to three people talking about their companies. How big is each company? 4 Listen again and take notes on each company’s CAD requirements. Then, in pits, se your notes to decide which CAD software below is bes for each company. ef [we should = bare infinitive | think it's best fo use open source software, it3.@ good idea + torinfitve | In my opinion, we should use open source software, ts bost + to-infintive “+ gerund ‘recommend using open source software. that we + clause recommend that we use open source software, ++ noun (phrase) {fd recommend open source sofware Speaking writing 5 Work in pairs, Take turns to make recommendations to the people in 3. Use the notes you made in 4 to help you. 6 Write an email to one of the people in 3, giving your recommendations and reasons.Business matters ‘Speaking 1 Work in groups. Think about presentations that you've seen or given. Decide on three pieces of advice about giving presentations, Share your ideas with the class. Reading 2 Double Jamis 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 (CMs (content for the company? stem = sofware, eee Double Jam is a medium-sized ciothes compeny that wants a website for marketing ‘peatansmanage | purposes. ts cients are mosty young consumers who want lots of exiting content such as ‘ideo and oten use mobile devioes to access the intemet. They want people todo interesting things on their website, not just read it Its important that thei website is fast. Web content management system | ‘Option 1; Open source, supports database, blogs, video and uci. Doesnt euiomaticaly support mobile devices. No cost forthe software and set-up bul most people recommend that new users ‘Option 2: Shared senor, 1 x8 or6 buy the support package for set-up at $6Shou processor, 20 GB HDD, upto 500 GB Option 2: Subscrption-based ($10/month), supports databases, andwictmont, ee setup, $94.90!monh automavealy supports mable devices, Supports bogs end ‘multimedia, including video and audio. Listening 3 Listen to an IT consultant giving a presentation to Double Jam and ‘check your answers in 2. 4 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 fist give... Body Conclusion Speaking 5 Work in pairs Your company has asked you to 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 fis year. ‘Top Safety Consulting is a mocium-sizod company that advises companies about ike site safety. The company's clients access information on many kinds of devices trom i desktop computers to mabile phones, but content is mostty ordinary web pages with iting and a fow pictures; they want to koop costs low. Thay want their website to look {900d but it coesrit have to be excting for younger people: this is a serious website, 6 Prepare a short presentation in which you give your recommendations and reasons. Use the expressions in 4. Then give your presentation. While listening to other presentations, note down the recommendations each speaker makes. Es: |Cnty Bear) Interactions iene Pe eee eee cena USEC aig Enterprise social media Speaking 1 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? Vocabulary 2 Match websites 1-3 to types a-e. There are two extra types. Can you give other examples of each type? 1 Dropbox a) microblogging system 2 Facebook ») internet forum 3 Twitter ©) file sharing service @) social networking ©) blog Speaking 3 Work in pairs. Look at the websites in 2 and discuss these questions. 1 What are some of the differences between the 2 fora eyes Linked [fil. orkut dierent ina work envionment from a social environment? i 3 Ina.company, what a twitter ys secur and privacy sues might each ead to? Ustening 4 EZEDME Listen to five people describing trends and match them to graphs A and B.Language current changes ‘We atten use the present continuous to describe We're having more and more visitors in the forum. ‘changes happening now. ‘Smartphone applications are getting cheaper and We can use more and more + noun or comparative + | cheaper. and + comparative, |We often use get and become with comparative adjectives. |Our website is becoming/getting more popular ‘We can also use verbs such as increase, decrease, go | The number of bloggers is increasing. | Lup and go down. 5 Look at audio script 30 on page 77. Underline the parts of the sentences ‘showing change. 6 Complete these short conversations about trends. Use the present continuous and comparative ade (hard drives/gevcheap) I think we should wait a bit before buying more of them. —____________ (our website/gevslow) Maybe we need a faster server, (our forum/become/popular) Great! That's just what we want! Listening 7 EEZEIME Listen toa general manager talking to an IT officer about replacing the company’s social networking system. Will it be easy or difficult to get the features the manager wants? 8 Listen again. Tick ¥ the correct column to show which features the company has now and which the manager wants inthe new system, Current system New system instant messaging Torums document management system comments feature ‘mobile phone access basic securly features encryption ‘speech-to-text capability 9 Listen again. What trends are mentioned? Mark these items 71 or S to show an upward or downward trend. instant messaging = chat 1 using the current system _4_ needing data access at hore 2. spending time on emails 5. importance of security 3. working with overseas 6 popularity of voice recognition departments — Language 10 Work in pairs. Write a sentence to show the trend for each item in 9 using language from the Language box. Then compare your answers with audio script 31 on page 77. Speaking 11 Work in groups. Think of as many answers to these questions as you can. Use language from the Language box. Which group can give the most answers? 1 What are some current trends in IT? 2. Inwhat ways can enterprise social networking systems help a company?Video conferencing Speaking 1 Work in pai 1 Discuss these questions. 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? Ifo, describe the situation, 3 What do you think are the advantages of video conferencing over face-to-face Which of these items can you see in the photo? Mark the 's on the photo. cables control panels.__high-definition monitors local participants microphones remote participants speakers video cameras Listening 3. [ZEEE Listen to two technicians talking about video conferencing technology Which two ies of system does the woman talk about? Ned migsat) «4 Compl certo unt these glossary definitions with the words in the box. (data) compression dedicated system © MCU —_remote control a system that is used for only one purpose, .g, for video ‘conferencing only, nothing else a device that can control the video conferencing system from distance, without wires. It can be passed from person to person easily. a device that allows video conferencing systems to use more than ‘wo locations 4 {way to fit audio or video into a smaller space and use less bandwidth Language Second conditional ‘We use the second conditional io talk about ‘something that isnot true now or is unlikely to happen in the future, It we wore a big company, we would buy an expensive video conferencing system. ‘IW we got a video conferencing systom, our tavel costs could go down a ot 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 if clause? In the main clause?Listening 6 Speaking 7 8 9 10 BEZEGBE Listen to five people talking about video conferencing. Do they think the situation is likely or unlikely? Tick ¥ the correct colurnn for each speaker. Likely Speaker 1 Speaker 2 Speaker 3 Speaker 4 Speaker 5 \Work in pairs. Look at audio script 32 on page 77 and complete this table. Then, discuss the advantages and disadvantages of having each system. Dedicated video | Videophone Conferencing system How many locations of only two participants? How many participants in ‘only one each location? Cost? less expensive oom ‘any room is OK Equipment needed ‘only the videophone Iwe had a videophone, we could save a lot of money. But we wouldn't 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, Item 7 Problem without this item ] encryption | wouldn't be secure [2 warranty 3 ahigh-speed internet connection 4 an MCU 5 training 6a dedicated room for the equipment 7_ data compression Ifwe 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 If these people could use video conferencing facilities, how would their lives be different? Discuss. Use language from the Language box. 1 adeaf person 2 a child who lives a long way from any school 3. doctors working in a small hospital a long way froma city 4 a company director who doesn't have time to visit her clients overseas aE-commerce ‘Speaking 1 Workin pais or small groups. Do you buy things on the intemet? 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 e-commerce system? Which does Dalya find most difficult to set up? eee Internet shopping: the inside story ‘magazine about her job. | work with B2B (business-to-business) e-commerce systems as well as B2C (ousiness- ‘o-consumer) systems and integrate al the components: the user interface, the shopping ‘basket and the payment system. The user interface isthe part that shoppers see on their ‘screens. For ths, | work closely with designers to make it look good; is important that ‘customers enjoy using i When customers see an item that they want to buy, they put i in their shopping basket, ‘To set 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 difficult - mostly {just match up the ‘code with the client's website. ‘The next step is the payment processing system. This takes the customer's information ~ delivery address, creat card number, ec. It processes the payment and outputs the details ‘0 that the company can send out the order. This component is more complicated: | have to integrate it nto several different systems, including the company’s accounting system. Fortunately there's a special data format, EDI, that is Electronic Data Interchange, which ‘makes this easier. EDI is standard 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 diferent and | use my technical skis as well a ‘great combination! 3. Find words in the article in 2 that match these definitions. 1 put together two or more things so that they work well together (paragraph 2) smaller parts of something bigger (paragraph 2)____ ‘computer programming instructions (paragraph 8) 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) __ Jooking 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 ment Which item involves integration with more than one other component? Where does the company get delivery information from? 7 Whyis EDI useful? ‘5 There are three acronyms in the article in 2. Underline them and their 8 veanings.Language Giving meanings of technical words “To explain technical words, we can: ED! (Electronic Data Interchange) format + give the meaning in brackets. We use smal data fies, called cookies, to + use called + the word(s) between commas. We use EDI. EDI is a way of sharing data between + usebe. components of a + use a separate sentence. We use EDI, which is @ way of sharing data between + use a relative clause, components of a Speeking 6 OAM «gta oe management NEC nar ld conmniation Listening 7 8 Speaking 9 10 1 ‘Work in pairs. Student A, look at the information on this page. Student B, look at the information on page 71. Follow the instructions, Student A. 1 Student B will read the definitions of some words to you. Give hinvher the correct acronym or phrase from the box for each 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, ae ©) areal shop, not an online one a BZEGH Listen to a telephone conversation between a customer and a salesperson talking about a new product. What is the product? What probl does it solve? Listen again and answer these questions. 1 How do online customers use the product? 2 How do customers use it in real (bricks and mortar) shops? 3. What is a further benefit for the company? Work in pairs. What is an e-wallet? Write a definition, Then compare answers with your partner. Discuss any differences and create a new definition combining your ideas. Share your ideas with the class. Work in pairs. Would you be happy to use an e-wallet? Why/Why not? How secure do you think its? Discuss. Work in pairs. Write definitions for three words from the text in 2 but do not show your partner, Then read your definitions to your partner. Can he/she guess the words? n°Training users Speaking 1 Vocabulary 2 ‘syne = synchronise! synchronisation Listening 3 ‘Work in pairs. Discuss these questions. 1 When a company buys new technology, how important is it to train users? 2 What do you think are the advantages of e-leaming over face-to-face learning? Match words 1-8 to definitions a-h. 1 smartphone 5. policies and procedures 2 threaded view 6 syncing 3 tagging 7. instant messaging 4 announcement — 8 archiving _ ) documents showing standard ways of doing things in an organisation b) adding keywords toa file (e.g. a document or photograph) to make it easier to find ©) atype of mobile phone that can also use data @) a way of viewing emails and comments so that all messages in the same ‘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 later ) making the data from two places match, e.g. making two calendars match 8) an important message for many people, giving new information 1) a system for having conversations using short written messages on the internet ZEEE 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 Specific areas/features, ‘instant messaging + Increasing efficiency ‘+ document collaboration + policy and procedure access, * company announcements Training Specific areas/teatures “raining needed needed a * finding messages a Q '* smartphone syncing Q QO threaded view QO LJ '* archiving of old messages oO - '* tagging of messages, files and documents] For requests, we can use polite questions such as indirect questions (e.g. It would be great to know ... Iikellove to know ... Could someone tell me ..) or ‘modal verbs can and could. ‘tmould be great to know how syncing works. Could someone tell me how fo use the ESN system? Could we learn about tagging? mE oo 4 Write a polite request for training in each ofthese areas 1 instant messaging 3. document archiving 2 document collaboration features 4 finding information Work in pairs. Choose one of the words in the box and roleplay a conversation, requesting a training session. Then swap roles and repeat wit another word. CAD software databases. networks spreadsheets,Business matters Reading 1 Look at the headings in this report. What are the main points of the report? Current issues for BDL Limited and possible IT solutions Introduction (Our last year has been good. The new overseas office is doing well and our B2B and B2C ‘sales are increasing quickly. Qur sales team is working hard and our four bricks and mortar ‘shops are also doing woll. Howaver, hore are some issues that we need to deal with so that We can continue to do well in the future. Some new technology might help with these. Problems: communication and internet sales We have found two problems thatthe IT Department could help us with. These are: * Communication between our diferent country offices and departments in diferent locations isnt very efficient, especially for our international locations. We are collaborating more and more between diferent locations, so is important to make this easy for people. * Internet sales are going down. There are several reasons for this. The main one is that customers dont like using the current online shopping system. We need a system that's ‘easier to use So that customers dor't give up betore they fnish thelr transactions. Recommendations for IT solutions ‘The first step should be to find out whether technology can help with these problems and, it ‘50, how itcan help. if this is successful, next we should find out about prices and features of appropriate systems. 2 Read the report in | and answer these questions. 1 Does the company have locations in one country or more than one? 2 What problem do they have with communication? 3. What problem do they have with e-commerce? 4 What two steps does the company want to take next? ‘Speaking 3 Work in pairs. Think about the technology that you talked about in this unit Which items could help the company in 1? Ifthe company had the item(s) now, how would things be different? Writing 4 Look at the report in 1 and answer these questions. 1 Which features of the report clearly show the main points? 2. Which section of the report a) gives the background information? b)_ gives detail ©) talks about future actions? 3 Ineach section, where is the main idea: at the beginning, in the middle or at the end of the section? 5 Write a short report explaining your decisions in 3. Use these headings: + Introduction + Suggestions and benefits + Recommendations for next steps InCree ee ead Pare teen ccts DevelopMenit © scscrive programming steps Crees es une at ret ca) Requirements analysis 1 Work in pairs. Put these stages of the software development process in the best order. The customer checks and approves the final version. C1 Speak with the people who will use the new software and analyse how they will use it, 1 Plan the project, write the specifications and prepare instructions for the programmers. 1 Test and debug the code. CO Write the code. Reading 2 Read this interview from Computer World, an online magazine, in which Jess Wong, ‘a systems analyst, talks about her job. Which ofthe stages in 1 does she mention? So, Jess, could you tell us about the button does, what you see on every requirements analysis process? ‘pop-up menu and so on. Well, rst, we tlk to the client to find [s this where you draw flow charts? ‘out who the users will be. Then we Yes, and the user interface. Interview as many users as we can. ‘And does the client check the “This can be dificult because we have Specification document? t0 look at every step in the process. Certainly. We want the client to look very carefully n alot of detail ‘at every part of it, to be sure that they ‘And what's the next step? ‘are happy with it: We usually have to "Next, we put together the make a few changes at this stage but sspecifieation document, This shows ‘this i usually quite quick. Then we ‘everything thatthe program does. can hand over to the developers 50 ‘And by that | really mean everything! that they can do their part ofthe job ‘We have to write down what every 3 Read the interview in 2 again and answer these questions. 1 Why does Jess talk to the client at the beginning of the process? 2 Whyare the interviews sometimes difficult? 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 1 and the interview in 2 to help you, all the separate features and pieces of information about something —___ 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. 1 2 3 4 5Listening 5 IZED Listen toa systems analyst talking to a worker. He is preparing specifications fora piza shop website to take orders online. Which sage from is he at? 6 Complete 1-4 in this flow chart with the steps in the box. Then listen again and check your answers. coma a yes, /'5 7 <7 ae Sas 7 (EZEIE Now complete 5-8 in the flow chart in 6 with the steps in the box. Then listen to the second part of the conversation between the systems analyst and the worker and check your answers. We use should, have to and need to to express The program should be easy fo 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 run on old versions of Windows. PRED: ‘Speaking 8 Work in pairs. Use the flow chart in 6 to say what the program should do. First, the program should find out what kind of pizza the customer wants: ‘standard or choice of toppings. 9 Work in small groups. A shop selling fashionable clothing for young people wants an online order system. Think about the software and make a list of requirements. The website should look interesting for young people. It should show 10 Compare your lis from 9 with another group's list.Website design and architecture Speaking 1 Work in pairs. Think of atypical website and discuss these questions. 1 Which pages do most websites have (e.g. contact details)? 2. Which 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 tlle 3. What makes a website easy or dificult to use? What makes it interesting? ‘Think about how easy itis to find things, what the website looks like and what ison it (eg, photos). Vocabulary 2 Complete the menus on this home page of a computer game website FAQs = requenty ‘Company blog Contactus FAQs = Howtopay Howto play een Images Login Players'forum Prices Videos Res TAL a THEGAME | SEERWATCH | PURCHASE | ABOUTWSDG | COMMUNITY | PRIVATE AREA 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 = search oe iemea A web developer's work ‘developed. Her websites have won several awards. Here, she describes a recent project. ‘Recently, worked on a project for SLFan, a fan club forthe Space Liberator ame. There Were afew other sites for fans of the same game, soit was important that ticked exciting {and dynamic, to get more site visits. The customer also wanted ther new site to have two «ifort areas: a public one for general content and a private one with premium content for paying fare. ‘We decided to use @ combination of PHP, HTMLS and MySQL. PHP was chosen to keep ‘costs down i's open source) and for its flexibly. Its also very versatile: it inteprates easily with many other website tools, We mainly used HTMLS for multimedia content but also used ‘other systems so thatthe site can be viewed on many types of devices, inciuding mobile devices. And MySQL was just ight forthe private area: forum posts and other private data ‘can be stored in the MySQL database, ‘Speaking of mobile devices, one ofthe challenges was to make the site viewable on mobile [phones and smaller tablets. We had to make sure that every page can be seen in mobila| ‘format. We also had to work on SEO because high search rankings were required. That involved working closely with SLFan, ‘The end resuit was a website thatthe customers were very pleased with. They were great People and real fun to work with!”Vocabulary 4 Find words in the case study in 3 that match these definitions. 1 2 Language (Bepasave ‘We use the passive when the action is more important | His website Is Naked to my wobste. than the agent (the person or thing doing the action), or | The new website was viewed many ties. when it isnt necessary to mention the agent at al. Videos can be viewed on this site accessible by anyone (paragraph 2) information, images, video, etc. on a website or in an application (paragraph 2) better or more expensive than others (paragraph 2) ‘two or more things that are used together (paragraph 3) that can be used in many different ways (paragraph 3) things that are difficult to do (paragraph 4) possible to see (paragraph 4) osition on a page of search results (paragraph 4) 5 Rewrite these sentences in the passive. 2 3 4 5 They found a problem, ‘The customer requires a dynamic, exciting website. We used PHP for this website. People can watch videos on this website, People can download useful PDFS from this website. Speaking 6 Look at this website navigation chart. Which pages are linked to the home page? Which page is the parent node? Which pages are the child nodes? Which are the ‘grandchild nodes? 7 Work in pairs. Student A, look at the information on page 68. Student B, look at the information on page 71. Follow the instructions. Writing 8 Read the text in 3 again. What was done to create the website? Complete this ‘email to your manager. Use the passive. Hi Natasha, Just fo summarise, this is what we did to create the website: + The code was writen in PHP, JavaScriptSoftware development Speaking 1 Work in small groups. Have you ever seen any programming code? Would you like to be good at programming? 2. Workin pairs. Look atthe section of code and the explanations and answver these questions 1 Find an example ofa constant in the code. 2 What do you think the value of xfs, after the third instruction? ‘a'le variable. A variable is something that can change its value (which can be a number). The opposite is a constant: a constant carit change its value. For example, here the number 3'is @ constant but'a’ is a variable: is aways 3" but'a’ can have any value an instruction gives it it can be 1, 2, 3 or any other number. This instruction gives Itthe value 3; which it keeps until another instruction changes it. Variables can have ‘any name, and sometimes variable names are quite long. For example, ‘a_ Turis @ ae line of code =3; baz: programming instruction to eeSee show something tee ‘on the screen Listening 3 [ZEEE Listen to the first part of a conversation between two programmers talking about this code, which controls a robot using a mobile phone. Number the variables in the order they are explained. O1 [int g Move = 0, g Turn = 0; 02| void Rx#andler (unsigned char key Press) 03] ¢ 4 if (key Press 05 if (key Press == ‘f7) g Move = 2; 06 if (key_Press == 's’) g_Turn = 1; 07 if (key_Press == ‘d!) g Turn = 03] > 09 Ya’) g_Move = 1; Ogtum CO key_Press Og Move 4 Complete these sentences. Then listen again and check your answers. 1 Ifg_Move has the value 0, the robot 2. Mfg Turn has the value 0, the robot 3 Ifyou press ‘x’ on the phone, key Press has Listen o the second par ofthe conversation between the two programmers. Which lines of code are they talking about? 1e value6 Listen again and label these illustrations with the keys that correspond to each direction. 8- &) &< ‘Speaking 7 Work in pairs. Look at the code in 3 again and complete this flow chart. Which instructions in the code in 4 do they represent? 4 key Pross = N, Yee ,[q_ Move = ‘a 9. No om No Language Make and cause i [We use make + object bare infitve and cause + | The 'key makes the robot go backwards Se et in onenngoe This instruction causes the computer to print someting 8 Work in pairs. Look at your answers in 6. Take turns to say sentences about what these key sequences do using snake and cause. artistas ‘a’ makes the robot go forward. Speaking 9 Work in pairs. Look at the meanings of these programming instructions. Take tums to ask and answer questions about how each of the instructions controls information. Use make and cause. 1 cout: sends out information to the screen 2. cin: takes input from the keyboard 3. rename: changes a filename 4 exit: stops a program 5 time: returns the number of seconds since midnight on 1 January 1970 6 remove: deletes a file A: Which instruction makes the computer show something on the screen? Br Cour’ 10 Work in pairs. Take turns to explain to your partner what these items do. Use ‘make and cause. amouse Amouse makes the cursor move on the screen. 1 the ‘Maximise’ button, 4 the ‘Off switch 2. aright click 5 the ‘Send’ button 3. adouble click ona file icon 6 the ‘Save’ buttonProject management Speaking 1 Lookal this Gantt chart. Why might someone use a Gant chat? Seas ‘a te co al Pa Fy sing [mona a Pepcrpes ol meen Fi Zeke Toro, ren Tm So Fy send week son easart rom hapa nsiny sue na by bp Psa tne nd wane {pend plein: corpany cet te ne enone pe [ke ost chess Sy he os ry rr case casa: sec bps re Serr the cent Vocabulary 2 Complete these definitions with the words in the box. Use the Gantt chart in 1 to help you. alpha testing beta testing coding feedback ~—milestone release candidate ‘writing software —__ an important stage in a project —__ the first stage of testing software the second stage of testing software information about problems or how good something is the final version of software, if no big bugs are found, Listening 3. [EZEOE Listen toa programmer and project manager discussing the schedule for the project in 1. Are they near the beginning or end of the project? 4 Listen again. What was the mistake on the Gantt chart? Correct the chart in 1. We're scheduled to finish this project on Friday and we're due to start the next one on Monday _| We plan to test the sotware next woek. ‘Alpha testing is finishing next weok 5 Work in pais. Look at audio script 40 on page 72. Underline all the examples of the language from the Language box. Pronunciation 6 [ZEYH Listen to two short conversations and underline the stressed words in audio script 41 on page 79. Then practise the conversations with a partner. Speaking 7 Work in pars. Look at the Gantt chart in 2 and take turns to ask and answer questions about the schedule. Use language from the Language box A: What's scheduled for week 11? B: Were due to start coding again during week 11, after the alpha testing. 8 Work in pairs. Take turns to ask and answer questions about your work or study schedule.Business matters ‘Speaking 1 Work in small groups. Read this scenario and answer the questions. ‘You work for a computer games company. Your ‘manager has asked you to prepare a rough plan for a new project:a website to advertise a new ‘computer game. It will be similar to other game ‘websites but with a special extra feature:an Coline version of the game that people can try ‘out before buying the real one. This feature will need a lot of development. 1 Whatis special about the new website compared with others of the same type? 2 Whatis likely tbe the mos difficult part of the new website? 2. Work inthe same groups. Read the scenario in 1 again and discuss these points Then draw a site map based on your decisions. Decide: 1 what pages to have. 2 what type of content to include (e.g. video? any premium content? a Private area?). 3. how tonavigate the site: which pages shoul be linked to which other pages? 3° Work in the same groups. Draw a Gantt chart for the project in 1. Add the stages in the box to your char. alpha testing _betatesting client approvals coding planning release candidate requirements analysis Twieaon] 4 Workin the same groups. Use your Gantt chart from 3 to explain your project to another group. Then compare your charts. What differences are there? What might be the reason for these differences? Writing 5 Write a short report to your manager describing your project. You can use the information on page 51 to help you. Use these headings in your repo: + Introduction (Give background information about the project.) + Stages in the project (Describe the stages you planned in 3.) + Conclusion (Say when you think the project will finish.)Pe RCE Ne coed OCU eae UMESo) Nite) ote eters RC cy Investigations Speaking 1 Workin small groups. Discuss these questions. 1 What was the last problem you had with an electronic device? What other problems could happen? 2 When you have problems with a device, what do you do? How can you find help? Listening 2 Listen to six people describing problems. Complete the sentence about each speaker’ problem with the words inthe box. = ee 1 The application is ___ 2 The computer —___ 3 There isa__ 4 The computer is —___ 5 6 ‘The speaker had a disk. ‘The speaker's mobile phone has a Which problem in 2 means that the computer or program is still running but nothing can be typed into it? ‘Choose one of the problems in 2 and describe it to your partner, without saying the word(s). Can your partner guess what itis? Its when the part of your computer that stores information stops working. Listening 5 Put these sentences in the camrect order. Then isten and cheek your answers. C1 An. Have you tried restarting your computer? (] Could you do that? And if you still have a problem, just call me again. C1 Does it say anything else? @ Hi, help desk here. My name is Suki. How can I help you? Er... no, thaven't OK. Can you tell me exactly what happens? OK. Thanks very much. (ll do that. 1 Sure. When I press ‘Send’, I get an error message saying “This program has found a problem and needs to close’ D Yes, hi. I've got a problem with my email. Whenever | try to send a message, the program crashes. D Wel, something about sending an error report to the software company. Oh, and an error code: it says Error 3544. 6 Look at the conversation in 5 again. What is the problem? What is the solution? eo 1Language Present perfect vs. past simple ‘We use the present perfect wien the time period ‘wet thinking about isnot finshed. We can use yet \we expected or wanted the action to happen before ‘speaking but it didnt. We can use already if we ‘expected the action later but it happened early. Have you restarted the computor? No, | haven't | haven't finished the programming yet I've already replaced the hard drive ‘We use the past simple for completed actions in a finished time in the past. emailed the manager last week. 7 Look at the conversation in 5 again and underline all the examples of the present perfect and the past simple. 8 Complete these conversations withthe correct present perfect or past simple form of the verbs in brackets. 1 A:I'sa pity your new mobile phone isn't working. questions: what 3. A:I'm sure we'll get your computer working again. Fi (you/charged) the battery? B: Yes, (charge) it this morning 2 A:_____(you'repair) the computers yesterday? B:No, 3, though, some (youtry) so far? B: Well I (estar it five minutes ago. 4 A: Gouteceive) my email yet? B:No,1 (not receive) anything from you today. A: Oh. (you/check) your junk mail folder? 9 Use these prompts to write questions and short answers in the present perfect or past simple. you'estart the computeriyet? (x) ‘A: Have you restarted the computer yet? B: No, I haven't you/check the manualiyev? (7) they/contact supportlast week/? (X) you/check the cableiyet? (V) you‘test the broken computer/vesterday/? (x) you!try inserting another DVD? () Pronunciation 10 Listen to these sentences and underline the stressed syllable in each word. Then practise saying the sentences with a partner. 1 The computer's crashed three times today! 2. I've rebooted the computer. 3. Have you re-installed the software? 4. Thaven’t had time to finish the repair. Speaking 11 Work in paits. Have you ever had a problem with any of these? What happened? cable or connection computer database email cient internet connection LAN connection monitor. password peripheral device 12 Workin paits. Student A, look at the information on page 68, Student B, look at the information on page 71, Follow the instructionsDiagnosis Speaking 1 Work in small groups. Discuss these questions. agnosis = fining ut exactly what the problem is with something 1 Look at the photos. What do you think is happening? 2. Have you ever called an IT help desk call centre? What happened? How was the experience? Vocabulary 2 Find words in the form that match these definitions. 1. software for looking after help desk enquiries ia 2 record of a customer's problem or question 3 level 4 pass the problem to a higher level technician with more training Gellicity Solutions: Issue tracking system Tier 1 help desk support ticket Name (1) Date 24 July Time 1540 ‘Software (2) Version (3) Problem(s) Error messages ( ‘ror type no.) (5) ‘Actions taken by user (6) @) Result | Problem sotves 1 Escalate to vor 2 Listening 3 BEZEEM Listen to a conversation between a telephone help desk technician and a customer and comple 4 Listen again and answer the: 1 What does the help desk 2 What will happen next? e the form in 2 -se questions. technician think the problem might be? 3 Which level of support do customers reach first: ter 1 or tier 2? Language Modals of speculation and deduction We use the modal verbs may, might, and could to ‘peculate about possibie reasons and causes. In {Questions we use can, could of might. ‘Tm not sure what the problem i. might be a sofware | problem. Could it be a hardware issue? We use must when we are sure that something is rue _and can f we are sure that something isnt tue. It shouldn't do that: it must be a faut The server can't be busy! No one's using the websito! ‘We often use be + nounvadjectve attr these verbs, We ‘can also follow them with be + ing if i's a continuous ‘action, of wth be + past participle if i's a state The server might not be working or the cable might | ‘not be connected.5 Say what you think the problem isin these situations. Use language from the Language box. Ican't connect othe network. I wonder if the server is working? The server might not be working 1 My computer won't switeh on. There have been many reports inthe newspaper about viruses recent 2 Ican't find the file I need. I'm sure i’s not on the server -I've looked everywhere! 3. Mehmet, the support technician, isn’t at his desk. He often has to help people at their desks. 4 [left my mobile phone on for three days without recharging. I'm sure the battery will be flat by now. It usually only lasts a day. 5. T'mnot sure what the problem is. 've checked the cables and they're all fine. can't connect to the internet. I should check whether the network cables are plugged in. Reading 6 Complete this company troubleshooting g language from the Language box. le. Use the words in brackets and Pe Tee ere Troubleshooting guide Problem: ‘I can't see anything on my computer screen. 1. Can the customer hear anything trom the both cables at both ends. his doosnt computer or $86 any ights onthe font of? solve the problem, go to question 5 ‘Yes > 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's power cable Yes > Ask the customer to try the spare monitor. (2)_____(connectes). Ask Go to question 6. nose ierg mae Go No > Unknown fault. Tel he customer that wo 9 can escalate to a site technician but if the 2. Can the customer hear anything trom the problem is with the computor, there wil be computor or see any lights on it now? ate. ‘Yes > Go to question 3. 6 Does the spare monitor work? No > Go to question 7 Yes > The first monitor (7) 3. Can the customer see any lights onthe edge of taut). Replace it ifs under warranty. the monitor? No > The video card (@) —____ nee S cole anon: {faity) Escalate toa site technician to NS cise a ‘check the video card, (Switched on). Ask the customer to press 7 Does the customer have a spare working the monitor's power bution. Afer that, goto computer? Does it work with the monitor? gues’, Yes > It's probably a faulty video card. Escalate to 4 Can the customer see the monitor light now? site technician to replace the video card. Yes > 11 (4) (a power problem), No > Unknown fault. Tell the customer that we ovine Can esate oa sate but fe probiem is with the computer, there will be No > The monitors cables (5) (connected). Ask the customer to check ae ‘Speaking 7 Work in pairs. Roleplay dealing with a monitor problem using the troubleshooting guide in 6. Take turns being a caller with a blank monitor screen and the help desk technician.Solutions ‘Speaking 1 Work in pairs. Put these steps in solving an IT problem in the correct order. (Decide which of the possible solutions is the most likely. 1 itthat doesn't work, ry another solution 1 check what the sympioms of the problem are. 7 Continue this process unt something works. Think of some possible solutions. ty the most ikely solution BEZZIM Listen to two repair technicians in a computer shop talking about a ‘computer customer has brought in or repair. Have they solved the problem yer? 3 Listen again and tick the tests they have tied, O test memory CO replace memory C1 replace motherboard Language Proposing possible solutions ‘We can use should or shouldn't in rst conditional | i wo add an axa fan, the computer should be fine. sentences for results we think are kay Ifwe aro not | if we dont add an extra fan the computer might sure, we use might. overeat é ‘We can also use try + nounising to propose solutions. | Ler® try an extra fanvadding an extra fan 4 Complete these conversations. Use the words in brackets and language from the Language box. Add any other words necessary. 1A: My app hasn't updated to the latest version, B: Your phone settings might be wrong. If you — (change/settings/app/update) soon, 2A: My phone isn’t sending or receiving data. B: Maybe the network connections are switched off. Try —_____________(cheek/network and connections settings). 3. A: My phone’s running really slowly, B: There might be some bloatware on it, which you probably don't need. Try —_(remove/i) 4 A:T've just got a really high phone bill. I's too expensive! B: You need to be very careful with some mobile phone data plans, to make sure you don't go over your usage limit. Ifyou (check/usage/regularly/yourbe) OK. 5 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 products as advertising 3. adocument showing how much you have to pay for something — ‘Speaking 6 Work in pairs. You are technicians discussing a problem. Follow the steps below and roleplay the situation. Then swap roles and repeat the activity + Student A: Explain the problem. (mobile phone works but not data) + Student B: Ask what Technician 1 has done already. + Student A: Answer Technician 2's questions. (checked settings, checked battery level) ‘+ Student B: Make a suggestion. (try a different network) oVocabulary 7 Match illustrations A-F to dangers 1-6 in the leaflet below. Then match dangers 1-6 to the pieces of advice a. Dangers X Advice 1 backache {2} Move the cobies. 2. electric shock b) Dont bend your back while siting at « desk! | 3 RSI €) Letit cool down. | 4 trips and fails 4d) Unplug! 5. short circuit €) Keep your wrists straight, 6 buns | Don't spill your drink ‘Writing 8 Write a sentence for each of the illustrations in 7. Use language from the Language box on page 64. Unplug the computer before working inside it. If you dont, you might get an electric shock, ‘Speaking Q Work in pairs. Take turns to give warni ys about the dangers in the illustrations in 7. Follow these steps. Student A: Point out a problem to Student B. Student B: Ask why its a problem. Student A: Explain 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. rn:Your future in IT ‘Speaking 1 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 ) Main activities and responsibilities _g) Subjects/Occupational skills covered ©) Organisational skills h) ‘Technical skills ) Personal information i) Title of qualification awarded ) Personal skills i). Work experience mat np ttn ot gonna gts SSISAn Seen ane aes tn tr cena nc SSeS yh it een Deere Se 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 used them? Writing 4 White your own CV. Use the Europass CV structure in2 Language Verbs to talk about career plans ‘We can use planlintendihopelexpect + to-infritive to | | hope to manage my own team. talk about career plans. _| Hexpect to stay with this company for many years. Speaking 5 Work in pairs. Tell your partner about your career plans, Talk about further qualifications, skills and positions.Business matters ‘Speaking 1 Work 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 web developer {you work asa help desk technician, you have tobe good at teamwork, You should alo ike working with customers. 3. Work in new groups, Discuss these questions. 1 What might you be asked about in a job interview? 2. Atwhat 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 to apply for. Then follow these steps, 1 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. ETUC G Cra CA Ce eee etre! tee) providing software to help with this. We work with many different types Ce at een ae te ee) ay \We are opening a new office and need up to 40 new people with a wide variety of technical IT skils. We need people forthe following postions: ‘systems administrator = systems analyst ‘+ web developer ‘= help desk technician ‘software developer database administrator ‘project manager In addition, we need supervisors and managers in all of these areas. For all positions, good personal sks are important, Please apply with CV to jobs@CrTItd.com.Internet browsing ‘Website design ‘and architecture Partner files: Student A 3 Data communication Speaking exercise 12 page 21 Read these web addresses to Student B. Then listen and write down the web addresses Student B reads to you. 1 wwwav-d.org 3. wwwbasic-comp.co,p/forum/I_754 2 wwwaceinfonetawabout 7 Development Speaking exercise 7 page 35 ‘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, + suggestion 1: reboot computer? + suggestion 2: check cables? + solution: 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Partner files: Student B MT workplace rules ‘Meetings 1 Working in IT Speaking exercise 8 page 9 1 You are a new employee in Student A's company. Listen to him/her explain some workplace rules. 2 Swap roles. Student Ais a new employee. Explain these IT workplace rules to him/her. + start work by 8 a.m. / * eatat desk x * keep desk clean / + connect own devices x ‘Speaking exercise 6 page 10 ‘You are an IT suppor technician. Student A is an operations manager. Roleplay a meeting about replacing old equipment. Follow these steps: 1. Listen to Student a's sel-ntroduction, then introduce yourself. 2 Explain the problem: seven laptops are very old; you need new ones. Make a suggestion. 3. Listen to Student A's response. 4 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 Data communication Internet browsing Speaking exercise 12 page 21 Listen and write down the web addresses Student A reads to you. Then read these web addresses to Student A. 1 www.worldbox.com.sa 2. wwwiinternode.net.de/business_intro 3 www.ug.edu/study/program.htmP?prog=2236 4 Administration Spreadsheets and Speaking exercise 5 page 29 formulae Listen and write down the formulae Student A reads to you. Then read these formulae to Student A. rs 7 Fe) =ifA=2082,0) equals if... bracket... A equals 20... comma .. B2 comma ... nought... close bracket oF -smorresumasno “|. oy =r ———_—“—- ————— ~@ Fe =SUME7:F25)+365 ~@ F -(67+88)/62 — 5 Choice MTcosts 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 and Student A has the costs for the Sundai TB10.6 tablet. Answer Student A's questions so that he/she can complete the first part of the TCO calculation worksheet below. Then ask him/her about his/her information and complete the second par of the worksheet. Quotation We appreciate the opportunity to quote for you ‘Totaleost of ownership calculation worksheet Na cfyears:3 onthe Samba OR7S0leriop computers. Prees | | [nan cama Dero amuaToTae are per computer. intial purchase cost Bape oppress eee ee + MierosoR Office Home & Orfce: — + Thee year warranty: included in price — = Training: not necessary software ian is standard ‘Tech support free — te oral cost oF omeE-commerce 'SSL= secure sooket ayer Website design and architecture Investigations, 6 Interactions Speaking exercise 6 page 49 1 Read these definitions to Student A. He/She will give you the correct acronym or phrase for each definition. Write 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 ©) 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 defiition. B2G bricks and mortar store. = SSL. 7 Development ‘Speaking exercise 7 page 55 Share information with Student A to complete this website navigation chart. Two child nodes are linked to the home page. They are called ... and. 8 IT Solutions Speaking exercise 12 page 61 1 You have an IT problem. Use these prompts to ask Student A, a help desk technician, for help + problem: no internet connection + response to suggestion I: / + response to suggestion 2: x 2. Swap roles, You are a telephone help desk technician, Use these prompts to help Student A with their problem. ‘+ suggestion 1: how many programs/open? ‘+ suggestion 2: check space on hard disk? + solution: need to make space on hard drive; delete things XTAudio s orale) Unit 1 Working in IT = 1 Hithere. tm Maria, Ihave a great job. write software for the company’s computers. 2. Hi.m Ahmed. Isupervise ateam of technical support people. When our customers have a problem, we help them to get things working again. 9. Hello, Freddy here, [work for XBM Technology Im responsible fr our IT projects. have to plan projects and ‘make sure they’te finished on time, and also that they ‘don't costo ruich money! I's very sressul Job! 4 My name's Hana. Hil ook afterall the computers in the company's offices. set up new computers, install software and generally keep everything working. And if ‘someone has trouble with their computer, t's me who has to diagnose the problem and fix. Oh, my ob title: "ma support technician. ‘5 Hiya! My name's Timothy but most people just call me ‘Tim. Inmy job, I design databases, then develop ther and later mainiain ther. 6 Hello. 'm Sophie. have a very interesting job. When ‘a company wants us to write software for them, vst them and find out exactly what they need. Then I write specifications forthe software. Our software developers then waite the software to match the specifications. My Job tle is systems analyst. [Ar Hi, Robert Justo help me understand what you do, ‘could you tell me about your dally routine? B: Well every day is ferent. But generally, |artive at ‘Work at about 8.30, go straight to my desk and check my emails. Tusually have afew of them. [reply to as many 8 Tcan but by nine, when most of the office staff arrive, ‘my phone generally stants ringing [Az Solhow do you actually help people? 1B: Hmm it depends. normally try to vist people a thelr ‘desk but occasionally, problems come in fom sales people while they are out visting customers - problems ‘with their laptop, for instance. Then Ihave fo solve the problem on the phone or by remate access. This isnt ‘ery common though. [And what else do you do? Well, rom time to time, {have to atlend meetings with ‘managers and alk about our FT systems. Ane afew times ‘every yea, I speak fo visitors who are selling equipment ‘we might want to bus. hardly ever go out to visit hem though ~just once when [went tothe local computer shop fora cable because we couldnt wat for delivery Be ‘So what does your company do? ‘Well, we mosty develop apps for Apple and Android “devices ~ Phones, that kind of thing, ‘And who are your customers? Im they eould be anyone, really For example, many are companies, wanting an app to show their product. Be BF We also do alt of work for educational oganisations. ‘They often want apps to help people learn something A: Does your company produce any hardware? B: No, that's very diferent fed ll our products are software. But we do work closely with hardware ‘manufacturers to make sure our software works well ‘A: And what ae your future plans? BE Good question! We have a product launch tomorrow night. Do you want to come? Good, mostly, an. enjoy programming. But Thad a ‘small problem today and | wanted to call my mother. My ‘manager heard rne and told me not to can't even make ‘personal phone calls! ‘Oh dear! That's a pity. But it’s the same in my office. I's (OK if we use email though. No problem then. And that's not all When my manager eame over to me, she saw Iwas tying to update the software toa new version. She wasn't very happy at all! She sad I mustn't Install anything myself, for security reasons ~have to ask the support technician to doit. Tha's abit ofa pain ‘when you're busy! 1 Tguess Tim lucky! I can install apps as often as Iwan One thing's good though. ‘Whats that? Occasional can work from hore. That means I don't see my manager! Great! = Us lite; F = Fred: U = Unik] J: Hi. Julete here, Chief Accountant. everyone there? F Yep, Pred here, Ofice Manager in the Manchester office. Us Uirk here also inthe Manchester office. 'm the IT ‘Suppor Officer. J: OK- Let's stat the meeting. | understand that your Design Department's computers are very slow and we ‘need Io find a solution. We don't have rhuch money for T equipment atthe moment, 'm afraid Any suggestions Fred? F. What about upgrading to @ new version of Windows? A new operating system is much cheaper than buying new ‘computers and should be faster. ‘Good idea. How does that sound, Urik? Um... well... Tm afraid there might be a problem. Unfortunately the computers ust won't run the new Windows well. They're just too ok OK. Could we buy more memory then? Us Thatwouldn't work ether, unfortunately. We cant put ‘any more memory in. They'e already ful. rally don't think that upgrading will work. 4: That's pity We just don't have enough money to replace allthe computers. Do you have any mene ideas, Uk? Us How about ust replacing four computers for now, an the other four late? T think I can find some good deals. How does that sound, Fred?Yes, um. think that will work. think the designers will bbe happy. J OK, good, that's decided then, Uk, send me an email ‘when you've found a good price. Now, lets move on to the next item on the agenda, which isthe cost of the new Unit 2 IT systems ‘OK see the large thing with siver-coloured edges, near the mile ~ wel just above the middle? Thats the CPU socket, ‘where the CPU; the central processor uit, goes. Now, can Jou see the ong orange and white slot the right ofthe {CL There's a white one, an orange one, then anther ‘ite one and another orange one. They're forthe memory or the DIMM memory modules. Now look at the bottom ofthe board, See the green and orange Sots of diferent Tents? These are where the graphics card and things ke that go. Now, looking a the lethand sie: this s where the fonectors are. The lower ones, nearer the bottom. are the fudio sockets, forthe sound. And above them isthe Ethernet ‘comector where you plug the network cable in. And higher tpare some USB ports, for connecting your peripherals ~ you Know things lke your keyboard and printer. And the hard dives and Blissaycrve? They plug ito the SATA sockets — they're the orange things in the bottom right-hand corner, See the ve of them? ‘a dual-core processor ‘quad speed Bhiray dive 4.35millmenre socket ‘amicrometre TSnanometres a 26-klobyte Mle 24 megaher ‘terabytes [a= Assistant; M = Manager| ‘A: The shipment just arrived! M:_ Grea! Le’ creck everything's here, OK. Ive got the order form here. |A:_ And here's the delivery sip from the shipment. Me Right Let's see if they match, What's first on yours? [Ay Five laptops, each with a 2.73 gigahertz dual-core processor Me OK that's fine, Ay And 300 gigabyte arves. MAMI We ordered 500gigabyte dives. Oh dear! How much ‘memory do they have? Ac Eight ggabytes M:_ Thats no good. We ordered 16. How about the video card? ‘A: Ladeon 3850. One gigabyte. M:_ Wel, at least they got that one right And the screen. resolution? ‘AL 15.:ineh, 1920 x 1080. NN: -Hmm =. Should be 1366 > 768, I won't complain about that though. |A:_ And four USB ports, no 0S, one year warranty Mi Yep, that bit’ fie. How about the desktops? There shouldbe ten of those? ‘A: Yop, that's wha this says as well Ande... yep, ten Danes. Me And they shouldbe 34 gigahertz and with eight cores. Well, they'e 3.4 gigahertz al ight but they seer to be quadé-cores, uch! Allwith two-terabyte hard dives. ‘You mean each has two drives, one terabyte each? Nope, they each have one drive, two terabytes. (Oh deat! Stil not what we ordered. We really need the two separate internal dives. How about the ‘raphies card? “Two gigabytes. ‘That's OK. [And the optical drive is a6 x Blu-ray dive. Good ersrs = [And there are four USB port and a wi-fi card ‘Well they got the optical crive and the wif card right but we asked for eight USB ports! Oh dea! I'l call Dingle straight away. Zreree ‘OK, so is, can you see ‘Computer in the efnand pane? Er...mm no, [don't think so. (OK, can you scroll up tothe top? [Ah yes. ean see it now. ‘Now, right-click on that and a menu will appear. OK. Just select ‘Manage’. There may be a short wait but a box should appear. Can you see ityel? Mm... not yet Ab, yes! There itis. Can you see where It says ‘Storage’ nthe lefethandl pane? Yep. Just to the left ofthat sa litle box witha pus sign. liek ‘on that Um... yep, got it {And a new icon will appear, labelled ‘Disk management: ‘Click on that and a ist of your drives will appear inthe ‘centre pane. How many are there? “There are two: ‘Disk 0 and ‘Disk 1 1 see. Now, just ght-click where i says ‘Disk 0 and ‘choose ‘Properties from the menu. Then, from the box that appears, choose the ‘Details tab. Then youll see a ‘drop-down menu. Yep, gotit. Inthat drop-down menu, select ‘Insal date Um... usta moment while look for it Ws about half way down, You'll probably have to scroll down abit ‘Ah, yes. Here its OK. thanks, What date does it say? December 2011. (O. Thanks very much. a ‘We've come across a few organisations recently who have ‘been using open source software. We think this is a Dig mistake. Why? Wel, there ae several reasons. Fist, there's the issue of cost. Many people think that open Source software fs cheaper than proprietary software However, this snot true. Yes, it costs less to buy to begin with but that's not the only cost. There's also the cos of traning and the cost of support. Alt of proprietary software is very common, s0 there are mary people who already know how touse I But open source is often unfamiliar, o addtional trainings required. Also, open source operating system providers often make ther money by charging for support but yu buy proprietary software, supports ree. ee Fe ee RR reREEe e PEEe PEEeSecon, companies that produce proprietary software can ay Salaries to ther software developers. Tis means that proprietary software Is usually beter, with more features, a betterlooking user interface and fewer bugs. Finally, with operating systems, there Is one major disadvantage of open source systems. Most commercial software doesnt ran on open source operating systems. Open source applications fr word processing do exist but for others, suchas design and video editing, they are not very 0d. For those purposes, the industy standard is touse Droprietary sotware. Unit 3 Data communication iis thatthe IT Department? ‘Yes, Can help you? Er__yes. 'm having trouble with the new browser we're using on our PCs. (OK, whats the problem? Weil the old one had a box for searching ‘The search ba? Yep this one has it too but place that you type the web addres nto ‘Ah, you meain tht one that stars with ‘htp”? Yep, that’s (OK, let me try t. need to open a new tab fst knew ‘how to do that in the old browser but notin this one. Now, see the ite shape to the ight of you current tab? Yep. Just lick on that [Ah yes. Ive gota new tab now: ‘OK, now just ype what you ae looking forint the address bar and hit ‘Enter ll search for you. i, Tsee. OK, that works! Great ‘Thanks. That's good. | understand that now. But something else is confusing me: cant see any menus. Where did they go? ‘Well seo that Spanner symbol inthe top right comer? (Click on tha and you see allthe menus there. ‘Oh yes! Thank you. [dont know how I missed that! Great Is everything else OX? Yes, thanks. There is one thing Ido ike. can see all my ‘bookmarks now, just below the address ba. Much easier than going toa menu for them like before! Bee zeR 'sthe same Beere zor yee ‘A: What's the address? Br I's W-WAW, dot, D, dash, 0, dash, sociavor; all one word a Yep. BE Dot, goo, do, ALE A Yep. BE Then forward slash, schools, underscore, wo, dot, H-T= [MEL and then a question mark, followed by 72 [Ar OK, so that's W-W-W, dot, D, dash, 0, dash, sociakoork, oi, gov, dot, A-E, forward slash, schools, underscore, two, dot, HF-MEL, question mark, 72? B: Thats A: Grea Thanks very much, B: You're weleome. ‘Could you tel me the address? Yes, sure. Its W-WEW, dot, 4-G-A-MY, dot, com, slash, search, slash, resuls, underscore, 78, dot, A-S-P-X, ‘dash. Be AA: OK, s0 that's W-W-W, dot, A-G-A-AY, dot, com, slash, search, slash, resulls, underscore, 78, dol, ASPX, ‘question mark, P? Almost right I's dash, Pat the end, not question mark, P. ‘A: OK, thanks very much. By Noproblem, Los | ‘A: And how are your sales team connecting tothe inert nowadays when they're visting clients? ‘Um. they just login In the normal way. They have ‘dongles that plug ito ther laptops. With those, they can ‘send dara tough the mobile phone system, Or they can use a wieless connection. Hmm. that doesn't sound very secure. ‘What do you mean? They all have passwords Well after the data leaves the computer, there are many ways for people to ead iti they ry hard enough ‘Yeah, but that's not very common si ‘Actually, you'd be surprised! i's happened to many of my ‘cents ‘Of deat! What can we do? ‘Well, what recommend isa VPN ~ a virtual private network, which isa very seeure system tha’ ea (0 use. Your team willbe able to login from anywhere Sounl great Ist ificul to use? Not at all Your sales tear willlog in as normal: they ‘canuse the same dongle or wif networks as now. The stem will enerypt your data in other words itil ‘change your data so that no one else can red it enly your company's computers. Even the government won't ‘beable to read it! You don't have to worry about security tall A: Hi, Malt Are the new tablets forthe installation technicians ready? Yep, neatly. Great! How much paper do you think they'l save? ‘Los, think. Curenty, we printout instructions and then, sive them to the installation technicians who go out to ‘ents An! when the work ls finshed, te customer signs forthe work. Afterall that, the technician takes all the paperwork back othe ofc, eR re RRR oF ee Yep. ‘But withthe tablets, we ean just send the wore Instructions over the mobile phone network, The tablets hhave GPS and maps to help find the clients quickly and easily. The customer signs the electronic version and the system sends i tothe customer's emall address, together with an invoice. Also, the data about each ob goes straight to our database ‘A: Grea! And do you think the tablets wilimprove Aexbiy? Sure. Sometimes a customer changes their order when the technician i already out of the afi, In the old stem, that was a problem because the paperwork was already with the technician Bul with this system, we can Just update the instructions remotely. “Thal sounds lke better customer sevice! I guess we can also communicate more easily withthe technicians? Bi Yep. they need spare parts they just send the specifications directly Much quicker than telephoning! ‘And there are probably fewer mistakes thal way as wel I's the same when changing their schedules, We can do that when they're out working as wel. Ac Sounds great!BB: There's one thing they don’t lke though: we've blocked ET access to social networking sites and video streaming ‘A: Well we dont want them using those at work now, dowe? Unit 4 Administration Ta (OK, so here’ the pice calculations worksheet. You can probably see what I does. We wrote il toad these three Nalues: £2.17, £45 and $2.9, So, see, if we add those thee vals, we get a total of 814.61. OK? Yep. that’s cia Now, se that total, the $14.61? That's in cell B5 {Ah because is inthe cell where column B meets row 6. That's right, you've got it. Now if we click on cell B, we can see the formula init here, ight next o where it says fe Notice the equals sign. All formulae have to start with fan equals sign. Then after that, Is the function which, inthis cas, f sum Now, this function just adds up the values in the cells B: OK, see. says, ‘equals sum, bracket, B3, colon, BS, close bracket What does B? colon BS mean? ‘That ust tls itwhich values to look up It means cels 33, BS and everything in between inthe same column. Tee, Sot ads up the values in BS, B4 and BS to get the S146, Yep, thats ight. ‘Cn you tell me whats wrong? I yped in the formula from your instructions but [just gel an error message. Tan fin the spreadsheet! I definitely saved itn my rain folder ‘Yesterday | designed a spreadsheet to work out last month's sales figures. However, i just doesn't work! 4 Ltyped a date into this cel but it shows me a number Instead. L fo10 Ch, yes, [was going to walk you through our lent database. 1s quite simple and it has the usual objects tables, forms And repoms. Now, here's the table forthe cient companies. It Tooks lke a spreadsheet, doesn't? Each recor in the table bs ike a row on a spreadsheet. thas several fells Hike cells in ‘spreadsheet, This one has the customer ID and information bout the person who we contac atthe company: given ‘ame, farily name, job ie, email adress, you know, things Te thal We give each customer a custome ID so that each record i unique - everyone has a diferent customer ID. Because its unique, we can use itas the primary key. Now, um .. there's another table here, the table for orders. ‘We give each order a unique order number that becomes the primary Key fr that table. And we have feds forte, number of tems ordered, cost and 0 on. Next, we have the forms, which make it easy to put Information no a table This one's for adding a new ‘customer or updating customers’ details. “And we havea few reports already prepared for printing. Here's one of them, the yearly report for total sales, We can also retfleve a record, of course we just want to look at one record, And if we want to combine information from more than one table, we can query the database. Is that making sense? Any questions sofa Pere Be Sree ee we SP Hey, Kevin, How's everything been? Pretly good, | think. No major problems. - ow did the upgrade to the accounting software go? Quite smooinly, actualy We depleyed WOK I hink most people did't notice! ‘And the backups? ‘They're all unning smoothly. In the Design Department, ‘one ofthe computers had a disk crash, so !put ina new ‘one and recovered the data from backup. Thal was fine Teswas up and running again in a couple of hours. ‘And the new staff members? Al good. set thelr permissions on the system and Showed them around the network. [And the steps we were going to take to improve secu? Yep, the marketing team now have read-only access to the accounts data, And locked them out of some areas. completely. [And did you check the logs? ‘Well, did but there was something that looked a bit strange. Let's check that out later? Sure. And were there any other problems? Sust the usual small things ~ Thad to reset a couple of passwords that people forgot and sort outa problem with Someone who thought his password wasnt working. The ‘sta thing —he'd just let his ‘Caps Lock’ on! Great! Let's hope today goes as smoothly? =Zn i: Dalya, before you close the database, could you email me ‘report on last month’ sales? ‘After partitioning the hard drive, could you run a memory cheek? ‘Yoshi, check your schedule before you reinsal the ‘operating system: it can take over an hour. And you'l have to stay with it~ Ifask you to do several things while its installing ‘Mtr I get access to your machine, you'l ee the cursor ‘moving around the screen. Don't worry = It's just me checking a few things. Just ane point about our company rues: before remote ‘accessing anyone's computer, you should always ask them fits OK [Ac Hi Peter. Could [have a quick word? Be Sure. ‘A: Tm having abit of trouble with that new NAS device. Everything was fine with it yesterday. But tis morning the accountant was trying to save a spreadsheet toit and she got an error message. So I checked itand, yes, just ‘couldn't connect tit ror anywhere. B: Oh dear Any ideas? 1X: Wall there's no problem wit the network tested that {afew minutes ago~ 30 I'm confused; Perhaps there's a problem with the network cable? a: That might be it Let’ take a look. Unit § Choice =e 1 Dedicated hosting is more secure than shared hosting 2 The Basic plan gives you more bandwidth than the Superior plan. ‘9 Websites run faster on dedicated servers than on shared4 Of the thee, the Basic plan has the least powerful processor. A: Hi,how’sit going? Did you finda hosting service that we can move our website to? B: Yes. IM give you the deals ater but, basicaly the ‘company withthe best deals has three options and 1 think wel ind one tha fs our needs. And ifwe don", they an customise if we give them some speciications. ‘A: Sounds good. How about the prices? 'B:_ Well, the setup fee i the same forall plans: $200. And the monty charges go from $200 to 500, AA: OK, $200 dollars isn't bad but 500is abit high. We're not ‘abig company. But lets look a the tehnical deta, fs there enough storage forthe information about all the 'music we sell on our website? We have nearya terabyte of data there, think. Yep, we shouldbe able to get every item that we sell conto the website [Az Andis there enough bandwidth forall of our customers? ‘We had over 10,000 last month. 2B: Yep, think we're current using around two terabytes a ‘month of more, Their plans cover that amount. |A: And what about processing power? Well we don't need the servers to doa lot of processing they just need wo cope with ts of vss to the site. A: OK, sounds good. Let's have a look athe details, 200 to buy but then we spent €45 on some ‘memory cards. broke when someone dropped it so me had to buy something to protect it So that was €35 fora case, ‘We also pay €4.50 a month forthe photo sharing website 30 that clients can see the photos. So thats €1,200 plus 45 phos 35, which comes to 1,280. Then forthe photo sharing ste, its 4.50 per month for 12 months ~ 12 times €450 isan extra ‘54 per year So, assuming its lifetime is two years, we'l pay £1,388 in foal. Divide that bythe two years and we get €584 per year. And that doesn't include any repais 1. A: So, could you tell me how much it costs? Bi Sure. We have a fee tril version which you can use for 30 days and you don’t need to pay anything. During that time you can use all the features, But touse it aftr tha, a licence costs $799.95 and that allows an unlimited number of users. I should let you ‘know that we are bringing outa new version early next year but you'll be able to upgrade for oy a small charge. Could you tell me if there's a tial version? Bi There is, but we can do even better than that, We have aversion thats fee forever I's limited to one ser and won't work on networks but hundreds of ‘thousands of users already have it and they're all, happy with it Wf you would ike the network enabled version and multiuser Features, we can work outa special price for you as you're such a good customer! Can you tell me what the price is? Definitely. We have plans to sult all sizes of company. Can you tel me how many of your staff wil use ‘A: Um. around ten or so. Br OK. you'te in luck! Our lowest pricing ter allows up to eight, $0 that means you'll be on the second price ter, ‘Which is $79 per month. For tha, you get unlimited Updates and up to 15 users. And when your business ‘rows, is easy to upgrade to the next ter. 1 Can you tell me which pricing model you preter? 2 Could you let me know which email lent you use? 3 Could you tell me how often you use the internet? 4 Tima graphic designer. town my own small company and work by myself ina small office. design sales and ‘marketing material fr other companies. Unt now, | haven't done any three-dimensional design, though 3D ‘may be useful inthe future. Because T'm.a one-person business can't spend a ot of money. ean usualy ‘work out how to use software by myself, so taining Isn'ta problem, However, if have a problem and Ineed support, Il need i quickly beeause my clients don't ike ‘waiting for me. I don't want to nish projects late because fof software problems! We're a small company with seven architects, and 14 ‘workers in total We specialise in small projects and se IT fr two things. The firsts to help with the design process — actually designing the buildings and the second i o show elients what their buldings will look like a dlferent times during the day and at night. Our Workers like using technology but they're very busy and don't have a Jot of time to learn new software. We also {don't have alot of money to spend a the moment. 9 Weare a medium-sized toy company with several offices Uhroughout the country Our Design Department, herein Manchester, has 27 people. We need a CAD system to speed up the design process, and because buyers want toknow what new toys lok ike. We also need to be able {to output data to the manufacturing division, to program the machines used for making toys Inthe past we deed several diferent CAD packages, so the new system needs tobe compatible with ies fom the od system. We're happy to spend. lot of money it's good product. Good morning, everyone. As you know, Fm going to talk about my company's recommendations for our new website, In this talk, firs, give our web server recommendations, ‘Then Il give our recommendations for a content, management system. Let's look at web server requirements fs. Your website [sit very big, so you don’t need to spend lots of money on ‘a powerful server. Also, Idon' think you need dedicated hosting: it can be quite expensive. [recommend the shared hosting option fr these reasons. I provides 200 gigabytes of disk space and 500 gigabytes of bandwidth, This should be fine for your needs. You'l need a database of people who register on your site but this should be OK oma shared server. AAs forthe web content management system, the CMS, my ‘company looked at two options: an open source option and proprietary subscription based system. Iknow that you need low-cost solution. The open source option is cheaper ‘than the subscription plan but unfortunately, don’ think ‘will meet your needs. For one thing, it doesnt automatically support mobile phones, with ther small sereens. However, the subscription-based site will change pages to mobile [Phone size automatically. This wil be usefl fo the future. So, in conclusion, l recommend the shared server. | also recommend purchasing the subscription based CMS to look alter your website,Unit 6 Interactions 1) Ourwebsiteis geting more and more visits. We'll need ‘mote bandwidth soon. 2 Myccolleague gave me some good news. Laptops are geting cheaper Ti buy one soon. 3 The number of companies using a socal networking sje i increasing 4 The numberof visits to our website is going down. This Isn't good. We need to lok at this, 5 More and more staff ae asking for mobile access in order to work from home, ‘Av Sothink ts time to update our enterprise social networking system. think we need a few more features — ot just the chat and forums in our current system. And our staf are using the current one less and less nowadays. ell you wha! we want ~ could you ty {ofind something for us? B: Yes, sure. No problem, 8: Great. Now for one thing, our staff are spending more time than before with emails. We need to help them be ‘more productive with their time. One thing they ask for Is tobe able to access documents easy Actually, we have document management in our current sytem. Its not very easy to use, though, and I don't think ‘many people know abou i ‘A: Ah, we need to ell people then But can we add comments next to each document? Then people ‘wouldn't have to send so many emails afl everyone ‘who uses the documents would be able to see the comments. We're doing more and more work with ‘overseas departments nowadays, so this would be very useful Sure, we can get that. Comment features are normal in ‘most new systems now. ‘A: And more people are working from home, so they need toaceess information there. Also, people need access while they ae visting customers Most ystems have Android and Mac 10S clients for ‘mobile phones nowadays, so that should be OK. ‘A: And securtyis becoming more and more important all the time. Can you make sure the new system is secure? B:_ Yep, can do that. We have some security features at the moment but they're not very good. We should get better ones: most current systems support encryption, for example ‘A: And itwould be grea to be able to ‘talk’ to systems — you ‘know, gve them voice commands, voice recognition ‘Then they shouldbe easier to use. That feature seems to bbe geting popula B: You mean speech to-ext capability? Sure, look out for asyter that has that. Or we could Just use speech recognition software. L432 | A: $Sotellme what you've found out about video conferencing systems. What i there? Well there are two kinds: one kind isa dedicated system and the other isa desktop sytem. Um decicated systems usually have their special room with its own hardware ~I mean, the room would have a set ‘of high-tefintion moniter, a video camera for each paricipant with remote conta and things tke tha. see. And the other kind? Deskiop systems are much simpler - we can use an ‘ordinary PC, add some hardware and that's it ut the ‘quality usually sn as good. Sounds more flexible though, Yes, and cheaper as well Do we need anything els? ‘Well, an MCU might be useful What's tha? A multipoint control unit. With it, we can hold a video ‘conference between three dilerent locations ~ or more than three. AA: That sounds useful i'we had one of those now, we ‘could connect to our Tokyo, Dubai and Pars offices! Now, how about bandwidth? Do these systems use alot ‘of bandwidth? I guess high-definition video would use alot Bs Yes, that ean be a problem. But most systems use ‘compression, which mean they use alot less bandwidth. Compression techniques are getting better allthe time, so tha's very helpful. ‘A: OK Thanks very much for explaining all that! fwe had video conferencing system, we would save in other ‘areas, Let's have a look at a few systems and compare ‘coss, and get ane as soon as possible, 1 Ifwe buy a video conferencing system, we'l sve alt of ‘money on travel costs. The boss will e happy with tha! 2 Itwe rented a video conferencing room, it would be ‘much cheaper than buying one but we'd sil have to travel to goto it. 3 Ife bought a video conferencing solution, we'd have to bul another room atthe back of our premises! That ‘would be very expensive! 4 Ife buva video conferencing system, we'lhave to think carefully about security. ‘5 If we upgraded our system to high-definition, we'd have to get a much faster internet connection. And it would Increase the bandh CE ‘A: Hi, [heard that you're upgrading your e-commerce system, We've got a great e-wallet system that think you should integrate I's getting really popolar now for BIC systems! (Ob, what's that? W’s.a system that speeds up e-commerce for your customers, Customers can use ze e-commerce systems can be slow touse when customers have to type in lot of information ~ credit card numbers, delivery address, that kind of ting? Its the main reason for people not king online shopping. Some people even give up before they finish the process ‘and don't buy anything! keep it in oursyster. That includes their creditcard information. Then, when they want to buy something from you, they just og on from your website and ype ina password. The system sends al their information to you so that you can take their payment. Because it's Taser, you get more customers finishing their transactions and actualy buying things! And, evenDette, it easly sends daa straight to your accounting ‘system! And of course it's very secure. We use high level SSL security. [And you mentioned another use? Yes, You sil have some real, bricks and mortar stores, don't your Sure ‘Wel, your customers who sillke face toace shopping ‘can also use the e-wallet because it works on mobile ‘phones. Your customers just pass ther mobile phones ROPE password and that's it Really simp heat field communication ~to record the payment electronical. No need to sign anything oF use paper. Customers love it and it makes life easier for your accounting staff as well 1. Thwvould be great to know more about the ESN system. [tink it would be really helpful for collaboration with ‘other members ofthe team, especially when we're ‘working with the same documents. We're often in dlflrent places. A the moment Lean only use the instant "mescaging system. Oh! Tve accessed the section about Special deals for employees. Thats usefull 2. don’t have any problems withthe chat it's easy to use. And I find iteasy to find company information such as policies and procedures. But could we have some training on archiving messages so thal we can find ther, again later? It would be very useful to know about this. Does this involve tagging them with keywords? 3. Iwould really ke to know how to use everything better! ‘They told me the ESN system would help me to work ‘more ficiently but that ist happening. 'm probably not ting it propery 4° ve just bought anew smartphone and I heard that you ‘can use the ESN system on phones. Could someone tell me how to set it up? Itwould be great if could see the same information on my mobile phone and my’ computer. {fm out ofthe office frequent, so would use this feature alot | understod i 5 Myproblem with this system, and with email as well, ‘actually, is that ean never find old messages. Fd love to know hiow todo that. © The other day saw a colleague's messages. They ‘were all grouped together. Imean, al the emails in a Conversation were next to each other so you could read them just lke a conversation like to know how to ‘do that Unit 7 Development Ea A; And.as you know, we're just puting together the online pizza order system, soli to ask you a few questions. understand that you take telephone orders from customers now? Be Yes, that's ight ‘A; Good. Could you tell me the steps you go through when ‘youtake the order? We'll use the same stepson the website B: Sure, no problem. Well, fist of al, usually ask whether they want one of our standard pizzas ~ you know Ike a Margherita with cheese and tomato. A: Andifthey don't? ‘Wel, then they can choose their own toppings. We just ask them what toppings they wan Then? We write it on the order sheet (OK. see. And ifthey want a standard pizza? ‘Then [just ask them which one they want. ‘And you write that own on the order sheet, of course? ‘Yep, that’ right. wrErer & ‘And next we ask if they would lke another pizza 0K. ‘And ifthey do, we just repeat the process ~ as them the same questions again. And ifthey don't? Er... then we ask for the delivery address. Oh, and we tell them approximately when we will deliver How do you work that out? ‘Well, usually just look at how busy the staf are an how ‘many orders have come in, and make a guess from that. see. Him ... we'll have to work outa way forthe software to calculate that. OK, thas great information. ‘Thanks very much, And then, what de you do next? ‘A: Now, to begin with, there are two main variables, called Move and g_Turn. The fist one, g_ Move tells the robot ‘which way to go: back, forward o say sil Ifg_Moce is ze10, the robot doesn't move. OK. ‘The second variable, g_ Tum, tells it to urn left turn right ‘or not to tur, see, So, fg_Tum is ero, it doesnt tum? ‘That's right. Now, look atthe frst ine ofthe code, here It setsg Move and.g Ten to zero Tellng it not to move and not to turn? ‘That's rght. Ise. And the next ine? See this variable here, key.Press? This has the value of the key pressed on the phone. So, ifyou press! on the phone; for example, key_Press has the value a ‘And if press the % key onthe phone, Rey Press takes the value A: Yep, you've gotit ‘Now; let's ook a the i satements, See the four of them here? Yep. Now, the first one looks at key Press If key_Press n'a then g_Move becomes Inother words, pressing’ onthe mobile phone means that g_ Move takes the value of 1? ‘That's correct. And later in the program, we'll see tha if Moe is 1, the robot moves forwards a ste. See! So, looking at the next line, ifyou press’ on the phone, «_Move becomes 2 and the rabot moves forwards 2 steps? ‘Well the fist bit’ right, yes. G_Move becomes 2. But2 ‘actually makes the robot move back a sep, Bi Mim... see. So, forthe next one, i you press, ean see that g Tum becomes |... but dees thal make te robot turn right or lett Teturns let So, pressing a’ makes it um right. That's correct wee Br SP > pee[NOK le'shave a quick look atthe Gantt chart. What's our schedule? Well, the systems analysts ae finishing ther tasks at the fend of week 3 0 Your team is scheduled to start coding Inweek 4. Then the second milestone, being ready for ‘alpha testing, Is de in week 3. A: So... we have five weeks o do the coding? B: Yep, thas ight And then the alpha testing is due to finish al the end of week 10, so youre scheduled to deal ‘with the feedback from that in week 1 ‘A: And we have two Weeks to do that. and then, ‘2ccording to the chat, we start again in week 16, after the alpha testing. Hmm .- we only have a week ate beta testing? That doestt sound very long! BB: You'e ight. That's rather shor think there's a mistake; the bea testing should only last two weeks, not three. SO you should have two weeks to deal withthe feedback. Pitchange the char. lwo weeks for beta testing and two ‘weet after tha for you to do the debug A: OK. That's better. Thanks very much B) That's OK. We should sil be able to fish the project before week 18 4A; When are we due to finish? B: Tomorrow, think 2A: What'syour schedule next week? Well, Pm starting a new project on Monday! Unit 8 IT Solutions mz ‘1 Tm geting realy fed up. When I ty to save my work, nothing happens! The window goes grey and I cant type fnything think the application is hanging. 2. Tve gota problem with my computer. After using it fora few hours, just crashes. I'ghes me an ertor message ‘and Uhave to restart it 3. My-computer won't connect to the internet. Me browser ‘window just says ‘Connection enor: unable to connect to the interne 4 My computers running really slowly this morning. It takes a minute or two istto opena document the ‘word processor! 5 Thad. really bad morning, {ost lot of ime because of {big problem with ry hard drive. It alled completely. ‘The technielan had to come to replace it. tsa good thing ‘everything was backed up. 6 Thought a new mobile phone yesterday but when T got it hhome, it didnt work aa tiie everything ~ recharging the battery, reading the instructions. Itmust be fully Hi, hep desk here. My name ls Suki. How can |help you? BB: Yes, ve gota problem with my emall, Whenever | try to send a message, the program crashes. ‘A: OK Can you tlle exaetly what happens? B: Sure. When {press ‘Send’, get an error message saying “this program has found a problem and needs to close’ A: Does say anything else? Well, something about sending an error repor tothe software company. Oh, and an error code: says Error 35a0. |Ah, Have you tied restarting the compute? Er..no, haven't, Cou you do thal? And ifyou sit have a problem, ust call me again (OK. Thanks very much [do tha 1) The computers crashed three times today! 2. TWerebooted the computer. ‘3 Mave you reinstalled the sotware? “4 haven't had time to finish the rept i, can I stat with your name, please? e's Marten Schwara. That's MARTE: WAAR, Schwarz ‘Thanks, Marten, You're speaking to Sarah Boyd toda. How ean Thelp vou? ‘Well, we bought a copy of your accountng software but ‘wee having problems installing it. On dear! 'm sorry to hear that. That's Account fice, Isnt Which version? Version 7. ‘Thanks. So you'te having problems installing it. Can you take me step by step through what you did? Sure. downloaded it fom your website and double ‘licked on the leon in Windows Explorer. A window appeared and [followed the instructions, clicking through the steps, But just on the lst stage, there was an feror message. Right, And what did the ewor message sa? Just "Error type 3. 've got no idea what that means! ‘OK. Have you tried downloading it again and trying again tolnstal it ‘Yep, {did that twice and go the same error message cach time. [As Ok, there might be a missing file on your computer. 1 fesealate your ticket to Tier 2 suppor. That means that {software engineer wil call you back within 24 hours. Frm sure he of she willbe able to solve the problem very quickly. 'B: OK, thanks for your help. i wait for that call ve gota rather dificult problem here.This computer eeps switching of by self but cart work out whats ‘causing the problem. Have you tested the memory? Yes, the memory test was fne. (OK Have you tied replacing the old memory with new memory? {es Ive tied that as well but it hasn't helped at all, ‘unfortunately! How about the power supply? ‘Well ve tried puting na new one but the same probiem sil happens. Min the problem must be the motherboard. Ifwe replace that, tshould be OK. (OK. Let's do that Marten, SCH ere ee per zB ORR OR BRPPearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England, ‘and Associated Companies throughout the world. ‘wwrw pearsonelt.com © Pearson Education Limited 2012 ‘The right of David Hill to be identified as author of this Work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988. {Al rights reserved; no part ofthis publication may be reproduced, stored in a retrieval system, oF transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise ‘without the prior written permission of the Publishers First published 2012 ISBN: 978-1-4082-5202-4 Set in ITC Cheltenham Book Printed by Graficas Estella, Spain Acknowledgements The publishers and author would like to thank the following people for their feedback and comments during the development of the material: Kirsten Campbell-Howes, UK; Jim Carmichael, UK Simon Macartney, UK; Tony Pottrell, UK; David Prickett, UK We are grateful to the following for permission to reproduce copyright material: Figures Figure on page 66 after Europass CV template, hiip://europass.cedefop.europa.eu/img/dynamic! 1344/type.FileContent.fla/CVTemplate_en_GB.doc, © European Union, 2004-2010, http:/europass. cedefop.europa.eu Logos ‘Logo on page 15 from Google Chrome icon, ‘copyright © Google, nc.; Logo on page 44 from Facebook logo, copyright © Facebook, Inc.; Logo on. page 44 from Twitter logo, copyright © Twitter, Inc.; ‘Logo on page 44 from Linkedin logo, copyright © Linkedin Corporation. 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We would be pleased to insert the appropriate acknowledgement in any subsequent edition of this publication.English for Information Technology is par of he Pearson Longman Vocational English series. itis designed for students in vocational education and for employees in training at work. Written by industry practitioners, it combines a strong grammar syllabus with the specialist vocabulary and skis that learners need to succeed in theit chosen fel. Level 2 English for Information Technology is designed for students who have completed Level 1 or have an elementary knowledge of general English, who now require a pre-intermediate (CEF level A2-B1) course in this specific field It includes: + topics that reflect the latest developments in information technology, making them immediately relevant to students’ needs. + clearly defined language and function objectives which are backed up by comprehensive on-the-page language boxes. + essential online support for teachers, including teacher's notes, fully editable tests and multilingual glossaries. + a student CD-ROM with interactive glossaries in both British and ‘American English and full course book audio in MP3 format. Other titles in the series include: English for Banking & Finance English for Construction English for Nursing English for Oil & Gas 1S 9741-0082 e909 ‘i ‘www.pearsonELT.com/vocationalenglish