Ch 2: LOOKING AT COMPUTERS: UNDERSTANDING THE PARTS
USING INPUT DEVICES
Transcript
Step 1: Objectives Screen
At the end of this exercise, you should be able to answer the following question:
• What input devices do you use to get data into the computer?

Step 2: Scenario Screen
Welcome to your shift at the Helpdesk. I’m Louise, the supervisor on duty today.
You currently have a caller on Line 4. Jae from San Diego is having trouble with his mouse.
I’ll be checking on your performance and giving you feedback throughout your call. Please feel free to click the ASK YOUR SUPERVISOR bar if you need help. For more information, you can click on the icons below or visit the links that will appear in this panel. Click Pause before you select any icon or link.
Click Next to answer the call when you’re ready. Good luck!

Step 3: Mice Troubleshooting
Hey, my name is Jae and I need some help here. I’m moving my mouse, but the pointer on the screen doesn’t move. I’ve tried restarting my computer and it still won’t move.
Option 1:
First let me ask you a question: Have you tried changing the CPU inside of the mouse?
Option 2:
First let me ask you a question: Have you checked to see whether your mouse has a damaged RAM chip?
Option 3:
First let me ask you a question: Does your mouse have a cord attached to it?

ASK YOUR SUPERVISOR panel: Before clicking an option
There could be several reasons why Jae’s mouse is giving him problems. Help Jae by clicking one of the options.
Option 1 Feedback:
No, that’s not correct. A computer mouse does not contain a CPU, so asking Jae whether he has changed the CPU is not a good question. Click Next to choose another option.
Option 2 Feedback:
No, that’s not correct. Computer mice do not contain RAM chips, so asking Jae whether the RAM is damaged is not a good question. Click Next to choose another option.
Option 3 Feedback:
That’s a good first question. You need to determine whether Jae’s mouse is connected properly or is a cordless mouse just needing its battery changed. Since mice do not have CPUs or RAM chips, the other two questions would not have been appropriate. Click Next to continue your call.

Step 4: Wireless Mice
I’ve already checked that the cord is plugged in, but do you mean not all mice have cords?
Option 1:
Actually, wireless mice are available. However they are very susceptible to interference, so we don’t recommend them.
Option 2:
Actually, wireless mice are available for all computers.
Option 3:
Actually, wireless mice are available as long as you use the Windows operating system.

ASK YOUR SUPERVISOR panel: Before clicking an option
Are wireless mice an option for Jae? Select the option you think offers him the best advice.
Option 1 Feedback:
Sorry, that’s not correct. Wireless mice are not particularly susceptible to interference, so it’s fine to suggest a wireless mouse to Jae. Click Next to select another option.
Option 2 Feedback:
That’s correct. Wireless mice are available for all computers and are very reliable. Wireless mice use batteries and send data to the computer via radio or light waves. This will free Jae from having a cord interfering with his workspace. Click Next to continue your call.
Option 3 Feedback:
No, that’s not correct. Wireless mice are also available for non-Windows users. Click Next to select another option.

Step 5: Rollerball Mice
Ok, well my mouse has a cord and a little rubber ball on the underside of the mouse. It is plugged in correctly, but the cursor just won’t move when I move the mouse. I tried rebooting. What do you suggest?
Option 1:
Given what you’re describing, you probably need to buy a new mouse.
Option 2:
The first thing you should do is to try cleaning your mouse.
Option 3:
Given what you’re describing, you probably need to replace the mouse’s cord.

ASK YOUR SUPERVISOR panel: Before clicking an option
There could be several reasons why Jae’s mouse is giving him problems. Help Jae by clicking one of the options.
Option 1 Feedback:
It’s a bit too early to tell Jae he needs a new mouse. One of the other options may help him continue to use the mouse he has. Click Next to choose another option.
Option 2 Feedback:
That’s correct. At this point, suggesting that Jae cleans his mouse is a good option. Click Next to continue the call.
Option 3 Feedback:
No, that’s not correct. Telling Jae to replace his mouse‘s cord is not the best option. Click Next to choose another option.

Step 6: Cleaning a Mouse
Ok. How do I clean my mouse then?
Option 1:
First turn the mouse over and remove the rollerball by turning the surrounding disk. Gently brush out the inside area and then clean the inside rollers and the rollerball using a cotton swab dampened in rubbing alcohol.
Option 2:
First turn the mouse over and remove the rollerball by turning the surrounding disk. Wipe out the inside. Also look to see what type of rollerball your mouse uses and buy a replacement at a local computer store.
Option 3:
First turn the mouse over and remove the rollerball by turning the surrounding disk. Vacuum out the dust and dirt from the inside of the mouse and replace the rollerball and disk.

ASK YOUR SUPERVISOR panel: Before clicking an option
Cleaning a mouse involves several steps. Select the response you think best explains to Jae how he should clean his mouse.
Option 1 Feedback:
That’s correct. Remember to tell Jae he also needs to make sure the components are completely dry before he puts them back together. Click Next to continue your call.
Option 2 Feedback:
Sorry, that’s not correct. Telling Jae to replace the rollerball in his mouse is not the best response. You want to tell him how to effectively clean the mouse. Click Next to choose another option.
Option 3 Feedback:
Sorry, that won’t work. The internal parts of mice are delicate, so using a vacuum on the mouse may damage it. Click Next to choose another option.

Step 7: Other Mouse Options
Ok, just a sec. I’ll try that……Alright, I’m back. I opened the back of the mouse and it looks pretty clean. I did what you said I should and I’m putting it back together now and hooking it back up……Nope. It still doesn’t work. I know the problem isn’t with my computer since my friend’s mouse works on it and my mouse doesn’t work on hers. So should I just go buy a new mouse then?
Option 1:
Mice are relatively inexpensive, and it sounds like your mouse is past repair. You might want to look into buying a trackball mouse, which never needs cleaning.
Option 2:
Mice are relatively inexpensive, and it sounds like your mouse is past repair. I’d suggest you look into buying a trackpoint mouse, as they allow you to move the cursor with the tip of your finger.
Option 3:
Mice are relatively inexpensive, and it sounds like your mouse is past repair. One option you should consider is investing in an optical mouse, which uses a laser to control the mouse’s movement.

ASK YOUR SUPERVISOR panel: Before clicking an option
It looks like Jae needs a new mouse. Select the option you think offers him the best advice.
Option 1 Feedback:
At this point, it is probably best to advise Jae to buy a new mouse. However, it is not true that a trackball mouse never needs cleaning. A trackball mouse is basically a traditional mouse that has been turned on its back. The rollerball sits on top or the side of the mouse and you move the ball with your fingers, allowing the mouse to remain stationary. Click Next to select another option.
Option 2 Feedback:
At this point, it is probably best to advise Jae to buy a new mouse. However, a trackpoint mouse is not for use in desktop computers. Rather, a trackpoint is a mouse-like mechanism built into the keyboards of some laptops. Click Next to select another option.
Option 3 Feedback:
That’s right. At this point, it is probably best to advise Jae to buy a new mouse. One option he could consider is an optical mouse. Instead of a rollerball, an optical mouse uses a laser to control the mouse’s movement. Click Next to read more about these and other mouse options you should tell Jae about.

TIME FOR TRAINING PAGES: After clicking option 3
1. Types of Mice: The Optical Mouse
A mouse is an input device, meaning it enables you to enter data and instructions into the computer. Many different kinds of mice are on the market.
An optical mouse uses an internal laser to control the mouse’s movement.
The laser is located on the bottom of the mouse and sends signals to the computer, telling it where to move the pointer on the screen.
Optical mice are often a bit more expensive than traditional mice, but because they have no moving parts on the bottom, there is less chance of parts breaking down and no way for dirt to interfere with the mechanisms.

2. Types of Mice: The Trackball Mouse
A trackball mouse is basically a traditional mouse that has been turned on its back.
The rollerball sits on top or the side of the mouse and you move the ball with your fingers, allowing the mouse to remain stationary.
A trackball mouse doesn’t demand much wrist motion, so it’s considered healthier on the wrists than a traditional mouse.

3. Types of Mice: Laptop Options
On laptops, the mouse is built into the keyboard.
Some laptops have a touchpad, a touch-sensitive screen at the base of the keyboard. Some touchpads are also sensitive to taps, interpreting them as mouse-button clicks.
Other laptops incorporate a trackpoint, a small, joystick-like nub that allows you to move the cursor with the tip of your finger.
You can always hook up a traditional mouse to your laptop as well.

Step 8: Keyboards
As long as I have you on the line, can I ask you another question? I’ve been wanting to replace my keyboard for a long time. Can you give me any recommendations?
Option 1:
One of the newer options on the market is the optical keyboard, which uses lasers just like an optical mouse.
Option 2:
There are two main types of keyboards: QWERTY and Dvorak. Of these two, the QWERTY is the most common. Dvorak has a different placement of the keys, thus allowing you to type more efficiently and therefore, faster.
Option 3:
Well, if you spend a lot of time at your computer and often experience wrist strain, specially designed Dvorak keyboards can help you alleviate the strain on your wrists.

ASK YOUR SUPERVISOR panel: Before clicking an option
Jae wants to know about keyboards. Select the option you think offers him the best advice.
Option 1 Feedback:
No, that’s not right. Although optical mice do exist, there is no such thing as an optical keyboard. Click Next to select another option.
Option 2 Feedback:
That’s right. Most desktop computers come with a standard keyboard, which uses the QWERTY keyboard layout. The Dvorak keyboard is the leading alternative keyboard, although it is not nearly as common as the QWERTY. Click Next to read more about what you should tell Jae about keyboards.
Option 3 Feedback:
No, that’s not right. Dvorak keyboards are alternative keyboards that arrange the keys on the board in a different pattern. The rearranged keys help improve typing efficiency, but do not relieve wrist strain. To reduce wrist strain, Jae would want to use an ergonomic keyboard. Click Next to select another option.

TIME FOR TRAINING PAGES: After clicking option 2
1. Keyboards: The QWERTY Layout
Like mice, keyboards are input devices, enabling you to input data and instructions into the computer.
Most desktop computers come with a standard keyboard, which uses the QWERTY keyboard layout.
This layout gets its name from the first six letters on the top-left row of alphabetic keys on the keyboard.
The QWERTY layout was originally designed for typewriters, not computers, and was meant to slow typists to prevent typewriter keys from jamming. The QWERTY layout is therefore considered by some to be inefficient as it slows typing speeds.

2. Keyboards: The Dvorak Layout
The Dvorak keyboard is the leading alternative keyboard, although it is not nearly as common as the QWERTY.
The Dvorak keyboard puts the most commonly used letters in the English language on “home keys,” the keys in the middle row of the keyboard.
The Dvorak keyboard’s design reduces the distance your fingers travel for most keystrokes, increasing typing speed. However, if you have learned to type on a standard QWERTY keyboard, getting used to the new layout of the Dvorak keyboard can take some time.

3. Ergonomic Keyboards
Improperly positioned keyboards are one of the leading causes of repetitive strain injuries in computer users.
Specially designed ergonomic keyboards curve and contain built-in wrist rests to help you maintain proper hand position to minimize strain on your wrists.

Step 9: Wireless Keyboards
What about wireless keyboards—what are the best type to buy?
Option 1:
The best wireless keyboards send data to the computer using radio frequency (RF). These keyboards contain a radio transmitter that sends out radio wave signals
Option 2:
The best wireless keyboards send data to the computer using infrared light waves, similar to how a remote control communicates with a TV.
Option 3:
There is no real difference between the two different wireless keyboard technologies, so look into cost to see which is best for you.

ASK YOUR SUPERVISOR panel: Before clicking an option
Jae wants to know about wireless keyboards. Select the option you think offers him the best advice.
Option 1 Feedback:
That's right. There are two types of wireless keyboards: those that use infrared light waves and those that use radio frequency (RF) technology. RF keyboards are considered superior because they don't require that you point the keyboard at the receiver. Click Next to learn more about wireless keyboard technologies.
Option 2 Feedback:
No, that's not right. There are two types of wireless keyboards: those that use infrared light waves and those that use radio frequency (RF) technology. RF keyboards are considered superior because they don't require that you point the keyboard at the receiver. Click Next to learn more about wireless keyboard technologies.
Option 3 Feedback:
No, that's not right. There are two types of wireless keyboards: those that use infrared light waves and those that use radio frequency (RF) technology. RF keyboards are considered superior because they don't require that you point the keyboard at the receiver. Click Next to learn more about wireless keyboard technologies.

TIME FOR TRAINING PAGE: After clicking any right option
1. Wireless Keyboards
There are two main types of wireless keyboards:
1. Infrared wireless keyboards communicate with the computer using infrared light waves. The computer receives the infrared light signals through a special infrared port.
2. The best wireless keyboards are radio frequency (RF) keyboards, which contain a radio transmitter that sends out radio wave signals. These signals are received by a small receiver device that sits on your desk and is plugged into the back of the computer where the keyboard would normally plug in.
Unlike infrared technology, RF technology doesn’t require that you point the keyboard at the receiver for it to work. RF keyboards used on home computers can be placed 6 to 30 feet from the computer, depending on their quality.

Step 10: PDA Keyboards
Now if only they’d make a keyboard for my PDA, I’d be all set. I’m so tired of typing everything out on it with my stylus.
Option 1:
It’s a shame there are no keyboard options for PDAs, but you can always just plug your regular keyboard into it.
Option 2:
Actually, with some PDAs you can use external folding keyboards that provide you with the same functionality of desktop keyboards.
Option 3:
Actually, some newer PDAs feature miniature keyboards integrated into the PDA. You might want to look into that option if you’re tired of using your stylus.

ASK YOUR SUPERVISOR panel: Before clicking an option
Jae wants to know about keyboards. Select the option you think offers him the best advice.
Option 1 Feedback:
No, that’s not right. They do actually make keyboards for PDAs. Some newer PDAs feature miniature keyboards integrated into the front of the PDA itself. Other PDAs have a port that allows you to attach a small folding keyboard that offers the same functionality as a desktop keyboard. Click Next to continue your call.
Option 2 Feedback:
That’s right. Jae may be able to obtain a folding keyboard for his PDA if his PDA can accommodate it. You might also want to mention to Jae that some newer PDAs feature miniature keyboards integrated into the front of the PDA. Click Next to continue your call.
Option 3 Feedback:
That’s right. Some newer PDAs feature miniature keyboards integrated into the front of the PDA. You might also want to mention to Jae that he may be able to obtain a small folding keyboard to attach to his existing PDA if his PDA can accommodate it. Click Next to continue your call.

Step 11: Special Keyboard Keys
Ok, last question: What are all the F keys on the top of my keyboard for. I never know how to use them so I leave them alone…
Option 1:
Those keys are called function keys. They enable you to open a Web browser, view e-mail, access Help features, or control your CD/DVD player.
Option 2:
Those keys are called function keys. They act as shortcut keys you press to perform special tasks.
Option 3:
Those keys are called function keys. They are special keys that are preprogrammed by the computer manufacturer to assist with specific tasks and cannot be changed

ASK YOUR SUPERVISOR panel: Before clicking an option
Jae wants to know about the F keys on his keyboard. Select the option you think best addresses his question.
Option 1 Feedback:
No, that’s not correct. Although function keys can enable users to open a Web browser, view e-mail, access Help features, or control a CD/DVD player, they do not always do so. Their specific functions change based on the software package running at a particular time. Click Next to select another option.
Option 2 Feedback:
That’s correct. Function keys act as shortcut keys you press to perform special tasks. Each software application has its own set of tasks assigned to the function keys, although some are more universal. Click Next to learn more about how to help callers understand how to use their keyboard keys most efficiently.
Option 3 Feedback:
No, that’s not correct. Users can program the functionality of Function keys in some software programs. Click Next to select another option.

TIME FOR TRAINING PAGE: After clicking option 2
1. Using Keyboards Effectively
• Function keys act as shortcut keys you press to perform special tasks. Each software application has its own set of tasks assigned to the function keys, although some are more universal.
• The Control key and the Alt key are used in combination with other keys to perform shortcuts and special tasks..
• The Windows key is specific to the Windows operating system. Used alone, it brings up the Start menu; used in combination with other keys it performs shortcuts.
• Some keyboards include multimedia and Internet keys/buttons that enable you to open a Web browser, view e-mail, access Help features, or control your CD/DVD player.
• The cursor control keys move your cursor. The arrow keys move the cursor one space at a time, either up, down, left, or right.
• Above the arrow keys, you’ll usually find keys that move the cursor up or down one full page or to the beginning (Home) or end (End) of a line. The Delete (Del) key allows you to delete characters, whereas the Insert key allows you to insert or overwrite characters within a document.

Jae's Response:
Hey, thanks. That helps a lot. I’m going to go check out some new mice and keyboards right now.

ASK YOUR SUPERVISOR panel:
Well done. You’ve done a great job answering Jae’s questions. Click Next to read a summary of your call.

Step 12: Summary
Mice come in many forms: rollerball, optical, wireless, and trackball mice. On laptops, the mouse comes built in as a touchpad or trackpoint. Keyboards include QWERTY keyboards, alternative Dvorak keyboards, and ergonomic and wireless keyboards. Some PDAs feature mini-keyboards or folding keyboards that you can attach to the PDA. Function keys and other shortcut keys enable you to work more efficiently.