Technology and Livelihood Education

Contact Center Services

Introduction
richardrrr.blogspot.com
Technology and Livelihood Education (TLE) is one of the nomenclature
in the implementation of the K to 12 Basic Education Program (BEP)
composed of four components namely: Agri-Fishery Arts, Home Economics,
Industrial Arts and Information and Communication Technology (ICT). In this
module, the focus is on ICT specialization – CONTACT CENTER SERVICES.

Now that the workforce is behind in equating the number of jobs, the
Department of Education is revitalizing its resources to prepare young minds
by honing their skills as future contact center service providers. Thus, this
module seeks to provide students with the knowledge, skills and motivation in
the field of contact center services.

In this course, you will be introduced to different learning activities

preparing you to be skillful before you take the plunge into the world of work
as a Contact Center Service provider and to be more confident while
providing support where needed. Indeed, as learners of Contact Center
Servicing, you are a crucial link between people. You will be dealing with
computer operations and Internet navigation that involves preparing
documents based on conversations with costumers, providing after-sales
support, handling complaints and dealing with other concerns, making and
receiving calls to and from costumers. This will generally prepare you for
productive communication and positive interaction with clientele.

This module is specifically designed to focus on process and delivery

enriched with hands-on activities that will assess your level in terms of skills
and knowledge. Learning procedures are divided into different sections such
as: What to Know, What to Process, What to Reflect and Understand and
What to Transfer. Examine and perform the suggested tasks to practice
developing a sustainable program, prioritizing needs and building vision.

Upon attainment of the knowledge, skills and desirable attitude in the

said specialization, you will be more competent to become a telemarketing
officer or customer service representative. Study the K to 12 TLE modules
and be a step closer to being a Contact Center Service provider.

ICT- CONTACT CENTER SERVICES- Grade9

30
 CONTENT STANDARD PERFORMANCE STANDARD
The learner demonstrates The learner independently
understanding of concepts and demonstrates skills in basic computer
underlying principles of basic operation and Internet navigation.
computer operation and Internet
navigation.
QUARTER I, II, III Time Allotment: 100 hours

MODULE 3: Perform Basic Computer Operations and Internet

Navigation

This module is designed to familiarize students with the features and

functions of the most important digital tool of all: the computer system.

The computer system is an essential tool for data gathering, information

processing and storage. More so, it serves as a vital means of
communication. The computer’s capabilities make life more convenient since
it simplifies tedious tasks due to its multitasking ability which at the same time
is accurate, efficient and effective for most jobs.

Through this module, the students will gain knowledge and acquire skills
on basic computer concepts such as the Occupation Health and Safety
(OHS) policies and procedures in computer operation and Internet navigation,
basic peripheral devices and connections, computer log on procedures, the
operating system features and functions and online help functions.

Furthermore, it will enable students to install, configure and work with

application programs, organize and manipulate files and work with the
Internet.

Knowing these skills will surely help students to be more productive

and efficient in school-related and real-life tasks.

ICT- CONTACT CENTER SERVICES- Grade9

31
 Objectives

At the end of this module, you are expected to:

 Perform basic computer operations and internet navigation;
1. Apply basic computer operation procedures;
2. Install, configure, and work with application program;
3. Organize and manipulate files;
4. Work with the Internet; and
5. Log off from a computer.

******

Maximize the use of this module so that you can

acquire the necessary knowledge and skills of a
Contact Center Service representative. Read the
contents carefully and answer all the activities.

ICT- CONTACT CENTER SERVICES- Grade9

32
 III. Diagnostic Assessment
Let us first assess your prior knowledge regarding this lesson.
You need to identify your strengths and weaknesses in terms of the
knowledge and skills that has to be mastered in this module. This will equip
and prepare you for the task ahead.

Answer the following checklist honestly. Remember that this personal

assessment will help you in identifying the parts of the lesson which you
already know and those which need to be strengthened.

SURVEY SHEET 1
Check the computer that corresponds to your answer.

Familiarization with the use of computers

1. Have you used a computer before?
Yes No

2. Do you have a computer at home? If yes, proceed to 3.

Yes No

3. Is your computer connected to the Internet? (If your answer on the

previous number is yes)
Yes No

4. Have you experienced browsing the Internet?

Yes No

5. Have you tried logging on a computer?

Yes No

6. Have you used office productivity tools such as word processors,

electronic spreadsheet and presentation software?
Yes No

7. Have you experienced connecting PC hardware and peripheral

devices? ( e.g. system unit to monitor, printer to system unit, etc.)
Yes No
ICT- CONTACT CENTER SERVICES- Grade9
33
Program Installation, Configuration and Manipulation
8. Have you experienced installing a program?
Yes No

9. Have you experienced selecting appropriate software based on your

needs?
Yes No

10. Have you utilized the online help of a program?

Yes No

Organization and Manipulation of Files

11. Have you used the Save and Save As options in saving a file?
Yes No

12. Have you experienced retrieving files i.e., finding your files in specified
locations (like My Documents, flash drives, etc)?

Yes No

13. Have you restored deleted files using the standard utility?
Yes No

Use of the Internet

14. Have you searched files and documents in related links using search
engines (e.g. Google, Ask.com, Bing, Yahoo)?

Yes No

15. Have you experienced sending or retrieving email?

Yes No

16. Have you downloaded files attached to an email?

Yes No

ICT- CONTACT CENTER SERVICES- Grade9

34
Logging- off a Computer
17. Have you experienced updating installed firewall protection and anti-
virus software?

Yes No
18. Have you experienced scanning removable storage devices using anti-
virus software before opening any file or application?

Yes No

19. Have you experienced closing various application programs?

Yes No

20. Have you experienced shutting down the computer using proper
procedures?

Yes No

How many YES and NO responses were you able to check?

YES NO

Reflect on the number of Yes and No responses. This will help you
identify your strengths and weaknesses. Try to work on your weaknesses
and enhance your strengths as you move on each lesson.

ICT- CONTACT CENTER SERVICES- Grade9

35
SURVEY SHEET 2

Basic computer operating Always Sometimes Never

procedures

Observed safety precautions in the use

of the computer

Observed rules of conduct in the use

of the Internet

Connected computer peripheral

devices without anyone else’s
assistance:
 automatic voltage regulator
(AVR) ,system unit to monitor

 mouse, keyboard to system unit

 printer to computer system

 router/ modem to computer

system
Started the computer according to log
on procedures (booting up)

Accessed operating system features

and functions

Used available online help functions

PRETEST:

DIRECTIONS: Read the following carefully. Identify the term/s or concepts

being referred to by the following. Write the letter of the correct answer on the
space provided before the number.

ICT- CONTACT CENTER SERVICES- Grade9

36
___________1.Usually configured as the C: drive or the root drive in a
windows computer and contains the operating system and applications

A. RAM C. Hard Drive

B. ROM D. Flash drive

___________2. The main “brain” or “heart” of a computer system which

performs all of the instructions and calculations that are needed and manages
the flow of information through a computer

A. CPU C. ROM
B. RAM D. Hard drive

__________3. Program that is designed to help the user to perform singular

or multiple related tasks such as creating print documents, electronic
spreadsheets and the likes

A. system software C. application software

B. operating system D. graphics software

_________4. External connecting sockets on the outside of the computer.

A. wires C. ports
B. connectors D. cable

_________5. 4-pin, high speed serial interface that is used with almost all
devices to connect latest model printers, pen drives, cell phones etc.

A. monitor jack C. firewire

B. USB D. VGA monitor jack

_________6. Also called “soft boot”, this means to restart a computer from an
on- state
A. booting C. cold booting
B. warm booting D. POST

_________7. This stores the first instructions, which is the instruction to run
the power-on self test (POST)

ICT- CONTACT CENTER SERVICES- Grade9

37
 A. RAM C. CPU
B. CMOS D. ROM BIOS

________8. Software that runs on a computer which manages the

computer's memory, processes, and all of its software and hardware

A. operating system C. system software

B. application software D. utility software

_______9. The computer undergoes the following processes during booting

except:

A. checks for new hardware

B. runs tests to make sure everything is working properly
C. starts up the operating system.
D. checks the system for malware

_______10. This lets you use your mouse to click on icons, buttons,
and menus, and everything is clearly displayed on the screen using a
combination of graphics and text

A. GUI C. CLI
B. PCI D. BIOS

_______11. A primary input device used to enter characters and functions

into the computer system by pressing buttons or keys.

A. mouse C. stylus
B. keyboard D. scanner

_______12. Up, down, left and right keys are known as

A. Editing keys C. Navigator keys

B. Modifier keys D. Function keys

ICT- CONTACT CENTER SERVICES- Grade9

38
________13. These are governed and protected by the law where in
unauthorized public use of such without permission from the writer or owner is
an offense

A. News clips C. Copyrighted

materials
B. Video games D. Published articles

________14. Acquired through indiscriminate downloading of programs from

untrusted and unreliable internet sources
A. operating system C. application
programs
B. system software D. malware

_________15. Keys which typically perform a very specific task within a

particular software application and depends on what you are doing or the
program you are using at the time

A. Lock keys C. Modifier Keys

B. Numeric Keys D. Function Keys

__________16. The process which checks the inventoried internal hardware

devices other devices, such as the keyboard and mouse, to ensure they are
functioning properly.
A. CMOS C. POST
B. BIOS D. CPU

__________17. Interface used by early computers which requires typing the

commands you want to execute

A. GUI C. CLI
B. PCI D. BIOS

__________18. Free operating system which is downloadable from the

Internet

A. Mac OS X C. Linux
B. Windows D. Unix

ICT- CONTACT CENTER SERVICES- Grade9

39
__________19. This provides significant benefits, such as improved security
and reliability since you will be provided with improved versions of your
current programs

A. Updates C. Autocorrect
B. Driver installation D. Antivirus installation

__________20. When you are using a Windows based-program, online help

could be accessed by

A. F1 then typing your query in the Help box

B. F2 then typing your query in the Help box
C. F6 then typing your query in the Help box
D. F12 then typing your query in the Help box

__________21. First icon to click to recover file from the recycle bin

A. file C. restore this item

B. organize D. recycle bin

__________22. Last button to click to recover file from the recycle bin
A. file C. restore this item
B. organize D. recycle bin

__________23. Second step to recover file from the recycle bin

A. select file C. click restore this item
B. click organize D. double-click recycle bin

__________24. Keyboard button to press after encoding files to be searched

using the Start menu
A. space bar C. shift key
B. enter key D. ctrl key

__________25. First button to click to search files using the Start menu
A. folder C. folder and search option
B. organize D. start button

__________26. An Internet software that lets you view a web page

A. view button C. start button

ICT- CONTACT CENTER SERVICES- Grade9

40
 B. browser D. file button

__________27. A vast connection of computer networks

A. HTML C. Internet
B. ISP D. Blog

__________28. Company offers services to connect you to internet

A. HTML C. Internet
B. ISP D. Blog

__________29. Language of internet software

A. HTML C. Internet
B. ISP D. Blog

__________30. A modern on-line writers’ column

A. HTML C. Internet
B. ISP D. Blog

__________31. email feature where you create your own email message
A. compose pane C. inbox
B. address bar D. attachment

__________32. It is where you write your email

A. compose pane C. inbox
B. address bar D. attachment

__________33. Add on to messages

A. compose pane C. inbox
B. address bar D. attachment

___________34. Copy for another recipient of the letter

A. CC C. E-mail
B. ISP D. HTML

__________35. Location for unwanted message

A. Inbox C. folder
B. Spam D. Recycle bin

ICT- CONTACT CENTER SERVICES- Grade9

41
__________36. This is any of the twenty four divisions of the earth’s surface
used to determine the local time for any given locality.

A. Time C. Time Zone

B. Daylight Saving Time D. Regional Time

__________37. This refers to the relationship between the size of the map
and the actual size of area that is mapped.

A. Legend C. Measure
B. Scale D. Contour

__________38. This is the center of population, commerce, and culture; a

town of significant size and importance.

A. Municipality C. City
B. Town D. Province

__________39. This is usually on a flat surface, as of the features of an area

of the earth showing their respective forms, sizes, and relationship according
to some convention of representation

A. Map C. Plot
B. Chart D. Globe

___________40. This is a collective indoctrination of the human mind that

distinguishes the members of one group or category of people from another.

A. Map C. Religion
B. Philosophy D. Culture

ICT- CONTACT CENTER SERVICES- Grade9

42
 Personal Learning Goals and Targets

After carefully reading the introduction and the Survey Sheets on page
32 and pages 35-37, you probably have an idea now of what you will be
taking up in this module. Identifying your personal goals at the beginning of
this lesson will give you a sense of direction.

Be guided by the following questions. You may copy this format in your
notebook and write your answers inside your illustrations:
 Goals: What computer-related skills do I need to learn?
 Targets: What will be my stepping stones for reaching these goals?

Goal/s:

9 10
8

7
6
5

4
3
1 2

ICT- CONTACT CENTER SERVICES- Grade9

43
Lesson 1: Basic Procedures for Operating a Computer

As an aspiring contact center service representative, it’s a must to be

knowledgeable about the most essential tool for the task: the computer
system. Knowledge and skills about basic computer operations will give you
the confidence and the ability to assist people in their needs, such as
providing them information that is either in the computer itself or in a network.
Using these knowledge and skills, you will be able to carry out your duties
and responsibilities according to the requirements of your job. More so, it will
equip you with necessary computer skills that are required in all fields of work.

Preliminary Activity
Enumerate safety practices that you think are important in the use of
computers.

ICT- CONTACT CENTER SERVICES- Grade9

44
The Internet is a very useful communication and data gathering tool. Based
on your personal experiences, enumerate safety practices that we should
observe when using the Internet.

Know

1.1 Safety Measures

Safety is a primary concern in all work places. In the computer

laboratory where you will spend most of your time , for example, safety
measures should be strictly observed to avoid accidents. Equipment like
computers and its devices, fixtures and bulky furnitures may safety risk if you
are not aware of the dangers these might cause.

Extreme caution should be observed at all times in the use of the said
devices.

Occupational Health and Safety Policies and Procedures

Occupational Health and Safety (OHS) is a planned system of working

to prevent illness and injury by recognizing and identifying hazards and risks
in the workplace. Implementing health and safety procedures is the
responsibility of all persons in the computer and technology industries. You

ICT- CONTACT CENTER SERVICES- Grade9

45
must identify the hazards where you are working and assess how dangerous
they are. Eliminate the hazard or minimize the risk that they present.

Safety measures are preventive practices that we should observe as

we do our daily chores in the workplace, in your case, the computer
laboratory. Also known as the do’s and don’ts in computer operation, these
policies and procedures must be observed at all times in the computer
laboratory for a variety of reasons: to avoid accidents and any untoward
incidents that may occur due to misconceptions and negligence; to prolong
the lifespan of tools and equipment, in your case, the computer system and
its peripheral devices; and to foster good work habits.

There are three steps to manage health and safety at work: Spot the
hazard (hazard identification), assess the risk (risk assessment) and make
the changes (risk control). You can use these three Think Safe steps to
prevent accidents at work.

The Think Safe Steps

1. Spot the Hazard

A hazard is anything that could hurt you or someone else.

Examples of workplace hazards include:

 frayed electrical cords (could result in electrical shock)

 boxes stacked precariously (they could fall on someone)
 noisy machinery (could result in damage to your hearing)
During working hours, you must remain alert to anything
that may be dangerous. If you see, hear or smell anything odd,
take note. If you think it could be a hazard, tell someone.

2. Assess the Risk

Assessing the risk means working out how likely it is that a hazard will
harm someone and how serious the harm could be.

Whenever you spot a hazard, assess the risk by asking yourself two
questions:
 How likely would the hazard harm me or someone else?
 How badly could I or someone else be harmed?
ICT- CONTACT CENTER SERVICES- Grade9
46
 Always tell your employer, supervisor, health and safety
representative, or in your case, your teacher about hazards you can't
eliminate yourself, especially if the hazard could cause serious harm to
anyone.

You can ask your teacher for instructions and training before using
equipment, ask for help in moving or lifting heavy objects, and tell your
teacher if you think a work practice could be dangerous.

If you are not sure about the safest way to do something during work
experience, always ask your teacher.

3. Make the Changes

In a work setting, it is your employer's responsibility to eliminate

hazards. In school, there are times when you may be able to eliminate simple
hazards yourself, as long as you don't put yourself or others at risk. For
example, you can pick things up from the floor and put them away.

Common Computer- Related Hazards

A hazard is a situation in the workplace that has the

potential to harm the health and safety of people or to
damage plant and equipment. The situation could involve a
task, chemical or equipment used. Hazard management is a
continuous process that can be used to improve health and
safety in all workplaces.

Physical Hazards

One of the most common physical hazards involving

computer users is cables running across the floor. If someone trips, falls, and
gets hurt because of a cable you ran across the floor, your or your teacher’s
negligence may have legal consequences. If you need to temporarily run a
cable across the floor, place a “danger” sign similar to those "wet floor" signs
used by cleaning services.

ICT- CONTACT CENTER SERVICES- Grade9

47
 For cables that are temporary but will need to run across the floor for a
a few weeks, use "gaffers tape". Gaffers tape is a heavy tape with strong
adhesive to stick to the floor. For long-term cable routing, there is a wide
variety of cable organizing devices like cable ties, cable wraps, and cable
raceways that can be used to run cable safely along the wall or ceiling.

For computer users such as call center agents and telemarketers, long
periods in front of the computer can also cause harm in different body parts.
For example, working in front of the monitor for long hours may cause eye
strain. Back pains, muscle pains, stiff neck, cramps and headaches may also
occur if the pressure in sitting for long hours is not addressed immediately.
Constant typing, use of the mouse and gaming pads may lead to condition
such as carpal tunnel syndrome, which may be caused by hand strain.

Mechanical Hazards

When working on electronic equipment, ask yourself "Is

there any way this equipment could hurt me?” Simple printing
troubleshooting, for example, might do you harm if you stick your hand in the
printer and the paper feed arm suddenly moves, feeding not only paper
through the printer, but a piece of your finger too.

When working on electronic equipment, always be alert to any

possibility of being hurt by moving parts, hot components, or sharp edges.

Chemical Hazards

There is a wide array of chemicals used with electronic

equipment. These include display cleaning chemicals, keyboard cleaning
chemicals, compressed gas dirt and dust removers, and many cleaning
solvents. Some of these can be harmful if accidentally swallowed, come into
contact with bare skin, or get in the eyes. Always read the warnings and
instructions on the label before using any chemicals for electronic equipment.

Also, be very careful when dealing with inkjet printer cartridges, or

laser printer toner cartridges and ink containers for printers with a continuous
ink system. Ink and toner can stain skin, clothing and surfaces.

ICT- CONTACT CENTER SERVICES- Grade9

48
 Electric Shock Hazard

Inside computers and electronic equipment, there is a

range of voltages from 3.3 volts to 25 volts, most of which are
harmless. But at the power supply, you will find line voltage, which is a lethal
220 volts.

The workplace should have safety guidelines to follow to

 Protect people from injury,

 Protect equipment from damage, and
 Protect the environment from contamination.

Here are some OHS guidelines you need to observe

1. Clean the area before and after using it to maintain sanitation and
prevent accidents.
2. Handle all electrical equipment carefully. This includes plugging
electrical cords and switching buttons and switches with dry hands while
applying just the right amount of pressure on the said parts.
3. Check all signal pins and alignment to avoid incorrect connections.
4. Do not use excessive force if things do not quite slip into place.
5. Do not clean equipment with wet cloth or any liquid detergents. Use an
air duster or blower instead.
6. Do not eat nor drink when working near your computer. Keep food and
drinks away from the area.
7. Do not move the computer system while it is switched on.
8. Hold cards by the edges to avoid touching chips or the edge
connectors on the expansion cards.
9. If there is a need to open the system unit, unplug the power connector
from the socket when working on your computer to avoid accident.
10. Recognize contingency measures during workplace accidents, fire,
and other emergencies.
11. Always pull the cable connector on the handle and not on the cable
itself.
12. Identify hazard and risks in the workplace and their corresponding
indicators to minimize or eliminate risk to co‐workers, the workplace, and
environment.
13. Read and follow instructions on the manual carefully.
ICT- CONTACT CENTER SERVICES- Grade9
49
 Fire Safety Guidelines

 Know the location of fire extinguishers, how to use them

and which to use for electrical fires and for combustible fires.
 Find an escape route in case a fire gets out of control.
 Know how to contact emergency services quickly.
 Keep the workspace clean.
 Keep solvents in a separate area.

Netiquette

Although the Internet is an open source for most of your

needs, there are still limitations on its use. It is therefore beneficial to
remember some guidelines to follow when browsing the Internet. RESPECT
is an important word to remember in the use of the Internet.

R- Responsibility. Be responsible in all your actions. It is a virtual public place

where everyone has access to almost anything, therefore, do not post
indecent pictures nor write degrading or offensive expressions that may lead
to misunderstanding or compromise your credibility. Be responsible enough
for your own security by not arranging meet-ups with strangers.

E- Etiquette. Observe proper etiquette when using the internet. No foul

words, cursing or other similar acts. Be aware that writing in all caps gives an
impression of strong feeling, which is comparable to shouting.

S- Stealing. Stealing the work of others is illegal. Using someone else’s work
without permission or without proper attribution of sources is an example of
this. Most of the time, we are unaware that we are violating a person’s
intellectual property rights in the conduct of such act.

P- Personal Information should not be given

to strangers. This includes your personal
contact numbers, credit card information,
passwords, school information, your
whereabouts and the like.

ICT- CONTACT CENTER SERVICES- Grade9

50
E- Entering or breaking into computer systems, technically known as hacking
is another no-no.
C- Copyrighted materials and copyrighted computer programs and other
multimedia materials such as movies and songs are governed and protected
by the law. Use them without permission from the writer or owner means that
you are violating their rights and you may be penalized. Philippine copyright
law is enshrined in the Intellectual Property Code of the Philippines,
officially known as Republic Act No. 8293 (Chapter VI, Sec. 178) and the
Optical Media Act , officially known as Republic Act No. 9239 which
protects music, movies, computer programs, and video games (offenses and
penalties under Chapter IV, Sec 19).

T- Threats such as viruses may be acquired through indiscriminate

downloading of programs from untrusted and unreliable Internet sources.
Remember to scan first with an antivirus software before running a program
or opening files.

SAFETY is everyone’s responsibility. This lesson was presented to you

so that you would understand the reason behind the Occupational Health and
Safety procedures that are being implemented in the work area. It is therefore
your duty now to observe it as you go about your daily activities. Being alert
and mindful of your actions at all times will make a big difference!

ICT- CONTACT CENTER SERVICES- Grade9

51
 Process
TASK 1: IDENTIFY AND MINIMIZE HAZARDS
Identify the type of hazards in the following situations. Write your suggestions
on how to avoid such hazard in the next column.

Situation Type of Hazard Suggestions on how

(Physical, Mechanical, to prevent harm in the
Chemical or Electrical) workplace
1. Open electrical
cord wirings/ exposed
wirings
2. Unlabeled
cleaning solution
3. Ink bottles and
cartridges in precarious
positions
4. Leaving
peripheral devices
carelessly
5. Loose cables on
the floor
6. Printer placed in
unstable position
7. Wet laboratory
floor
8. Working in front of
computer monitors for
long periods of time
9. Improper use of
compressed gas (i.e.,
near the face)
10. Sticking a part of
your hand in an active
printer

TASK 2: REVIEW SAFETY RULES

An orientation about the school’s Code of Conduct is always given
during your first few days in school. In the computer laboratory, there are also
specific rules and regulations which we should observe to maintain order and
discipline in the classroom. Included in the Dos and Don’ts are some practical
safety tips.
ICT- CONTACT CENTER SERVICES- Grade9
52
 Review the following rules. In your notebook, explain why these
practical rules should be observed.
1. Keep food and drinks away from the work area.
2. Know the location of fire extinguishers and first-aid kit.
3. Do not move the computer while it is turned on.
4. Be aware of the contingency plan in case of emergency.
5. Always pull cable connectors on the handle and not on the cable itself.

TASK 3: COOPERATIVE LEARNING – STUDY NETIQUETTE

The Internet is a useful tool for data and information gathering. Most of
the time, you use this as reference for your assignments and other school
related-activities. You also make use of this when getting in contact with
friends and relatives from faraway places.

Form a group with at least 7 members each. Prepare individual cards

with each letter of the word RESPECT written on it. Let the members of the
group pick one card at a time.

Using the designated letter, cite specific situations where you could
apply the rules of etiquette when communicating over the Internet. Use the
letter you picked as your guide. Take turns and limit sharing to 1 - 2 minutes
per person.

R E S P E C T

Reflect and Understand

TASK 1: LEARN MORE ABOUT COMPUTING HEALTH AND SAFETY

1. Visit “Computing Health and Safety” uploaded by Mr. Christopher
Barnatt, at http://www.youtube.com/watch?v=T8qGO7XQ0Uw

Complete the table on the next page after watching the video:

ICT- CONTACT CENTER SERVICES- Grade9

53
 Health Disorder Causes Preventive Measures

(In Column 1, (In Column 2, write (In Column 3, list down

enumerate the down the possible the ways which could
computer-related health causes of such prevent such disorder.)
disorders as seen in the disorders.)
video.)

TASK 2: COOPERATIVE LEARNING – REVIEW OHS POLICIES AND

PROCEDURES

TOOLS AND MATERIALS: White cartolina, pencil, ruler, coloring materials,

markers

DIRECTIONS: Put together your understanding on the OHS policies and

procedures and come up with a “Pledge of Safety” poster that would best
remind you of what to do in the computer laboratory.

SCORING RUBRICS
10 8 6
Content (40%) Has reflected at Has reflected at Has reflected at
least 15 of the most least 10 of the least 10 of the
important OHS most important most important
policies and OHS policies and OHS policies and
procedures that are procedures that procedures that
relevant to the are relevant to are relevant to
work area (4 pts.) the work area the work area
(3.2 pts.) (2.4 pts.)
Visual Impact Has stated the Has stated the Has stated the
(30%) OHS in terms that OHS in terms OHS in terms
are easy to that are that are
comprehend, with moderately easy moderately easy
text that IS to comprehend, to comprehend,
readable and text that are text that are
illustrations or slightly readable slightly readable
pictures & designs and illustrations and illustrations
that are appropriate or pictures and or pictures and
(3 pts.) designs that are designs that are
appropriate (2.4 quite
ICT- CONTACT CENTER SERVICES- Grade9
54
 pts.) inappropriate (1.8
pts.)
Workmanship All the group At least 2/3 of the At least 1/3 of the
(20%) members have group members group members
actively done their have actively have actively
part. (2 pts.) done their part. done their part.
(1.6 pts.) (1.2 pts.)

You have successfully finished the Occupational Health and

safety lesson. Bear in mind that what you have learned here will be
applied in computer laboratory activities all throughout the module.
You may come back here once in a while to refresh and recall all the
important guidelines to remember to protect yourself and others, the
computer devices, and the environment from possible harm.
Remember! An ounce of prevention is better than a pound of cure!

ICT- CONTACT CENTER SERVICES- Grade9

55
 Know

Preliminary Activity
Identify the basic hardware, software and peopleware components of the
computer system by writing them under the appropriate columns:

Hardware Peopleware Software

1.2 The Computer System

The Computer

A computer is probably not new to you. You may have used it , or at

least seen a real one.

Let us first define the term “computer”.

A computer is an electronic device that receives data (input),

processes data into information (process), and produces a result (output) and
stores data (storage).

Computers come in all shapes and sizes, depending on the tasks they
are designed to accomplish. They differ based on their physical size, function,
performance and cost.

ICT- CONTACT CENTER SERVICES- Grade9

56
General Purpose Computers

1. Mobile devices such as tablet PCs (personal computers), phablets

(phone tablet hybrid), PDAs (Personal Digital Assistant), smart
phones, electronic organizers, handheld games and other similar
tools have the ability to edit and save electronic documents and
wifi capabilities which means that they can connect wirelessly to the
Internet.

2. A laptop is a portable personal computer with a clamshell form

factor, suitable for mobile use. It has most of the same components
as a desktop computer, including a display, a keyboard, a pointing
device such as a touchpad or trackpad and speakers in a single
unit.
Laptops are also called notebook computers or notebooks.
Other terms, such as ultrabooks or netbooks, refer to
specific types of laptops.

3. The desktop computer is today’s most widely used personal

computer. It is designed to fit all the components in or on the desk.
It is also called a microcomputer.

4. A minicomputer, also known as a server used by small to medium-

sized companies and generally supports hundreds of users.

5. A mainframe computer is a large, expensive computer capable of

supporting hundreds or even thousands of users.

6. A supercomputer is the fastest type of computer for specialized

applications to process enormous amounts of data.

7. Embedded computers perform specific tasks and can be found in a

range of devices such a digital watch, an MP3 player, or as a
system controller for a nuclear power plant.

ICT- CONTACT CENTER SERVICES- Grade9

57
 Figure 1. General Purpose Computers (L to R):
Tablet PC, laptop, desktop, mainframe, supercomputer

Components of the Computer System

What makes up a computer system? Since you will be dealing with

computers, it is essential to be knowledgeable on the different components of
a computer system. These consist of hardware, software and peopleware.
Each component plays a vital role, for without each one, the computer system
will not function properly.

COMPONENTS OF THE COMPUTER SYSTEM

A. Hardware - the physical, electronic and mechanical parts of a computer

system.

ICT- CONTACT CENTER SERVICES- Grade9

58
Major hardware components of a computer system
The following list represents a basic set of hardware found in most PCs.

1. System Unit – This is the main part of a microcomputer, and is

sometimes called the chassis. It includes the following parts:
chassis or case, power supply unit (PSU), hard disk drive (HDD),
and DVD/CD ROM drive, and the motherboard which has a
microprocessor, memory chips, buses, ports, expansion slots and
cards.

Figure 2. Tower Type System Unit

A. Motherboard, Main board or System Board- This is the main
circuit board of a computer. It contains all the circuits and
components that run the computer.

Figure 3. Modern Motherboard

ICT- CONTACT CENTER SERVICES- Grade9
59
B. Central Processing Unit (CPU) - The processor is the “brain” or
“heart” of a computer system. It performs all of the instructions
and calculations that are needed and manages the flow of
information through a computer.

Figure 4. Examples of CPU

(Intel Core 2 Duo and AMD Athlon)
C. Primary Storage - (internal storage, main memory or
memory) is the computer's working storage space that holds
data, instructions for processing and processed data
(information) waiting to be sent to secondary storage.
Physically, primary storage is a collection of RAM chips.

Two Types of Memory

 Read Only Memory (ROM) –is non-volatile, meaning it holds

data even when the power is on or off.

 Random Access Memory (RAM) –is volatile, meaning it holds

data only when the power is on. When the power is off, data
stored in the RAM are lost.

ICT- CONTACT CENTER SERVICES- Grade9

60
 Figure 5. Examples of RAM

D. Expansion Bus - A bus is a data pathway between

several hardware components inside or outside a computer. It
does not only connect the parts of the CPU to each other, but
also links the CPU with other hardware.

Figure 6. Expansion Bus

ICT- CONTACT CENTER SERVICES- Grade9

61
 E. Adapter- These are printed-
circuit boards (also called interface cards) that
enable the computer to use a peripheral
device for which it does not have the
necessary connections or circuit boards. They
are often used to permit upgrading to a new
different hardware.

Figure 7. Network Adapter

F. Power Supply Unit (PSU) – This is

installed in the back corner of the PC case,
next to the motherboard. It converts 220
Volts AC (standard house power) into DC
voltages that are used by other
components in the PC.

Figure 8. Power supply

G. Hard Disk Drive (HDD) - Also known

as hard drive, this is a magnetic storage
device that is installed inside the computer.
The hard drive is used as permanent storage
for data. In a Windows computer, the hard
drive is usually configured as the C: drive and
contains the operating system and
applications. Figure 9. Hard Disk Drive

H. Optical Drive - An optical drive is a

storage device that uses lasers to read
data on optical media. There are three
types of optical media: Compact Disc
(CD), Digital Versatile Disc (DVD) and
Blu-ray Disc (BD).
Figure 10. CD ROM Drive
ICT- CONTACT CENTER SERVICES- Grade9
62
 I. Digital Versatile Disc Drive (DVD) -
Designed to optically access data stored
on a DVD. A laser moves back and forth
near the disk surface and accesses data
at a very fast rate.

Bluray, drive on the other hand, is

designed to optically access data stored
on a Blueray disc, which is capable of
storing high definition video resolution.
This is created to take the place of DVD.
Figure 11. DVD ROM
It is named after the blue laser used to
read the disc, which allows information to be stored at a greater density than
is possible with the longer-wavelength red laser used for DVDs.

J. Computer Case - The computer case serves mainly as a way

to physically mount and contain all of the actual computer components.
Cases typically come bundled with a power supply unit (PSU).

Figure 12. Computer Case

ICT- CONTACT CENTER SERVICES- Grade9
63
2. Input Device – These devices accept data and instructions from the
user or from another computer system.

Two Types of Input Devices

A. Keyboard Entry- Data is entered to the computer through a
keyboard.

 Keyboard – this is the first input device developed for the PC.
Data is transferred to the PC over a Universal Serial Bus (USB)
cable connected to the front or back USB port of the System
Unit, or with a circular 6-pin Mini-din connector known as
Personal System 2(PS/2) connector that plugs into the
motherboard. In old PCs the connector plugs in the back of the
motherboard.

Figure 13. Keyboard

B. Direct Entry - A form of input that does not require data to be

entered through a keyboard. Direct-entry devices create machine-
readable data on paper, or magnetic media, or feed it directly into
the CPU.

Three Types of Direct Entry Devices

a. Pointing Device - An input device used to move the

pointer (cursor) on screen.

 Mouse - The most common pointing device used

in PCs. Every mouse has two buttons and most have one or two
scroll wheels.

ICT- CONTACT CENTER SERVICES- Grade9

64
 Figure 14. Mouse

 Touch screen - A display screen that is sensitive to the

touch of a finger or stylus. Used in myriad applications,
including ATM machines, retail point-of-sale terminals, car
navigation and industrial controls. The touch screen became
wildly popular for smart phones and tablets.

Figure 15. Touch Screen Devices

 Light Pen –A light-sensitive stylus that is connected to a

video terminal and is used to draw pictures or select menu
options. The user brings the pen to the desired point on the
screen and presses the pen button to make contact.

Figure 16. Light Pen

ICT- CONTACT CENTER SERVICES- Grade9

65
  Digitizer Tablet - A graphics drawing tablet used for
sketching new images or tracing old ones. Also called a
"graphics tablet," the user uses the surface of the device with a
wired or wireless pen or puck to make contact with the surface
of the device and input information. Often mistakenly called a
mouse, the puck is officially the "tablet cursor."

Figure 17. Digitizer Tablet

b. Scanning Device- A device that can read text or
illustrations printed on paper or other means and translates the
information into a form the computer can use.

Figure 18.Image scanner Figure 19. Finger print scanner

Figure 20.Bar code reader Figure 21. Swipe card reader

ICT- CONTACT CENTER SERVICES- Grade9
66
c. Digital Cameras- these takes images and save them in
electronic format, which a computer can then process.
Electronic picture which is stored in a memory card can be
viewed directly on the LCD screen of the camera.
Laptops have built–in cameras, commonly known as
webcam, located right above the LCD screen.

Figure 22.Digital Camera Figure 23.LCD screen of a

Digital Camera

Figure 24. DSLR (Digital Figure 25.web camera

Single-Lens Reflex Camera)

d. Voice Input Device- These are audio input devices and

are also known as speech or voice recognition systems. They
allow a user to send audio signals to a computer for processing,
recording, or carrying out commands. Audio input devices such
as microphones allow users to speak to the computer in order to
record a voice message or navigate software.

Figure 26. Bluetooth Headset Figure 27. Headset

ICT- CONTACT CENTER SERVICES- Grade9

67
3. Output Device- Any piece of computer hardware that displays results
after the computer has processed the input data that has been entered.

A. Computer Display Monitor- It displays information in visual form,

using text and graphics. The portion of the monitor that displays the
information is called the screen or video display terminal.

Types of Monitor

 Cathode Ray Tubes (CRT) Monitors - were one of the earliest

types of displays for use with desktop PCs. They are relatively
big (14 inches to 16 inches deep) and heavy (over 15 pounds).

Figure 28. Cathode Ray Tube Monitor

 Liquid Crystal Display (LCD) Monitors - technology

has been used in laptops for some time. It has recently been
made commercially available as monitors for desktop PCs.

Figure 29. Liquid Crystal Display Monitor

ICT- CONTACT CENTER SERVICES- Grade9

68
  Light Emitting Diode (LED) Monitors- An LED monitor
is a flat screen device in which an array of light-emitting diodes
can be selectively activated to display numerical and alphabetical
information. LED is used in pocket calculators, digital timepieces,
measuring instruments, and in some microcomputers.

Figure 30. Light Emitting Diode Monitor

 LCD Projectors- This utilizes two

sheets of polarizing material with a
liquid crystal solution between
them. An electric current passed
through the liquid causes the
crystals to align so that light cannot
pass through them. Each crystal,
therefore, is like a shutter, either
allowing light to pass through or
blocking the light. Figure 31. LCD Projector

 Smart Board - A type of display screen that has a touch-

sensitive transparent panel covering the screen, which is similar
to a touch screen.

Figure 32. Smart Board

ICT- CONTACT CENTER SERVICES- Grade9

69
B. Printer - A device that prints text or illustrations on paper, boards,
canvases, and other media.

Types of printer

 Ink jet or Bubble jet – This type of printer sprays ink at a sheet
of paper. Inkjet printers produce high-quality text and graphics.

Figure 33. Ink Jet Printer

 Laser- This printer uses the same technology as copy

machines. Laser printers produce very high quality text and graphics.

Figure 34. Laser Printer

 LCD and LED – This printer is similar to a laser printer, but

uses liquid crystals or light-emitting diodes (LED) rather than a laser
to produce an image on the drum.

Figure 35. LCD Printer

ICT- CONTACT CENTER SERVICES- Grade9
70
 Line – This printer contains a chain of characters or pins that
prints an entire line at one time. Line printers are very fast, but
produce low-quality print.

Figure 36. Line Printer

 Thermal- This is an inexpensive printer that works by pushing

heated pins against heat-sensitive paper. Thermal printers are
widely used in calculators and fax machines.

Figure 37. Thermal Printer

 3D Printing – The latest in the world of technology. Otherwise
known as Additive manufacturing, the way it works is similar to a
laser printer. The technique builds a solid object from a series of
layers each one printed directly on top of the previous one. The raw
materials for 3D printing are a powder, which can be a
thermopolymer or a metal. Other commonly used materials are
aluminum, stainless steel and titanium 6 and 4 are common.

Figure 38.3D Printing

ICT- CONTACT CENTER SERVICES- Grade9
71
 C. Speakers – These are used to play sound. They may be built
into the system unit or connected with cables. Speakers allow you to listen to
music and hear sound effects from your computer.

4. Network Devices - these are communication equipment that is

connected to the computer to provide local area network (LAN),
metropolitan area network (MAN) or wide area network (WAN) access.

A. Router- A device that forwards data packets along networks. A

router is connected to at least two networks, commonly
two LANs or WANs or a LAN and its Internet Service Provider
(ISP) network. Routers are located at gateways, the places where
two or more networks connect.

Figure 39.Routers

B. Switch or Switch Hub - In networks, this device filters and

forwards data packets between LAN segments. Switches operate
at the data link layer (layer 2) and sometimes the network layer
(layer 3) of the OSI Reference Model and therefore support any
packet protocol. LANs that use switches to joinsegments are
called switched LANs or, in the case of Ethernet networksswitched
Ethernet LANs.

Figure 40.Switch hub

ICT- CONTACT CENTER SERVICES- Grade9

72
 5. Storage Device - refers to devices that are capable
of storing data. This usually refers to mass storage devices, such
as disk and tape drives. Their storage capacities are in megabytes
(MB), gigabytes (GB), or terabytes (TB). Earlier version of these
storage devices are magnetic tapes, floppy disks (8-inch, 5.5- inch,
and 3.5 –inch) and Zip disks.

A. Hard Drive- this stores the

operating system, applications, and files
and folders created by users of the
computer. This can be an internal hard
drive which is an integral part of the system
unit or an external hard drive which comes
with a USB data connector or cable.
Figure 41.External Hard Drive

B. Flash Drive - also known as flash disk or USB drive, this portable
device stores data in a small, mobile format. These are commonly
available: 4GB, 8 GB, 16GB, 32GB, 64GB, 128GB and 256GB
capacities.

Figure 42.Flash Drive

A flash drive with a capacity of 512 GB was released in 2004

and one with a 1 TB capacity was released in the year 2013

C. Compact Disc (CD)- This is a digital optical disc data

storage medium originally developed to store and play back sound
recordings only but was later adapted for storage of different data
types (CD-ROM).

ICT- CONTACT CENTER SERVICES- Grade9

73
 Figure 43. CD and DVD

D. Digital Versatile/Video Disc (DVD)-This looks exactly like a regular CD,

but it can store up to 2 hours of very good quality DVD-Video, including
several audio tracks in formats like stereo, Dolby Digital or DTS. It can
also store advanced menu systems, subtitles and still pictures that can be
played by many standalone DVD players and most computer DVD-ROM
drives.

 DVDR stands for DVD Recordable-is a write-

once optical disc with 4.7 gigabytes (GB) of storage,
generally used for non-volatile data storage or video
applications.
 DVDRW for DVD Rewriteable-

E. Secure Digital Card (SD Card) - is an ultra small flash

memory card designed to provide high-capacity memory in a
very small size. SD cards are used in many
small portable devices
such as digital video camcorders, digital cameras, handheld
computers, audio players and mobile phones. In use since
1999, SD Memory Cards are now available in capacities
between 16 Megabytes to a whopping 128 Gigabytes! An SD
card typically measures 32 x 24 x 2.1 millimeter and weighs approximately 2
grams.
Figure 44. SD Card

D. Software is the set of instructions (also called a program) that guides

the hardware to operate effectively. There are the two main types of
software:

1. System Software – This is any software required to support the

production or execution of application programs, but which is not
ICT- CONTACT CENTER SERVICES- Grade9
74
 specific to any particular application. This refers to the operating
system and all utility programs that manage computer resources at a
low level. Some examples are compilers,loaders, linkers,
and debuggers. Common operating systems include Windows, the
Macintosh OS, OS/2 and UNIX.

Linux
Mac

WIndows

Figure 45. Operating System Logos

Some utility programs are part of the operating system while

others are self- contained programs.

Examples of utility programs are:

1. Disk formatting utility - this provides the computer instructions

computer on how to format a disk.
2. File management utility- This provides the computer instructions
whenever you copy a file from the hard drive to a USB drive
3. Back - up utility- This provides the computer instructions to the
when you back up the hard drive.
4. Defragmentation utility- This provides the computer instructions to
the when you want to consolidate fragmented files.

Table 1. Utility Programs

Type of Utility Purpose

Back up Makes a duplicate copy of the contents of a secondary
storage device
Built-in Provides detailed information about the computer system
diagnostics and attempts to locate problems
Disk Free storage space on a disk by compressing the
ICT- CONTACT CENTER SERVICES- Grade9
75
compression existing files
Disk Attempts to place the segments of each file on the hard
defragmentation disk as close to one another as possible
File conversion Converts a file from one another to format
File manager Allows the user to perform tasks such as copying,
moving, and deleting files
File recovery Attempts to recover a file that has been deleted
Firewall Protects the computer system from viruses such as
worms , and from other threats such as Trojan horses
and spyware and so on
Search Helps to locate files easily
Uninstaller Removes an application that is no longer needed

2. Application Software- Designed to help the user perform singular

or multiple related tasks. Examples of application software are as
follows:

 Word processing software - Creates, edits, saves, and prints

documents. Examples: MS Word, WordPerfect, Ami Pro,
MacWrite.

 Spreadsheet software - An electronic spreadsheet consisting of

rows and columns that is used to present and analyze data.
Example: MS Excel, Lotus 123, Quattro Pro.

 Database management software - Used to structure a

database or a large collection of computer programs. Data is
organized as fields and records for easy retrieval. Examples:
MS Access, dBase, Fox Pro, Oracle.

 Presentation software-also known as presentation graphics, a

software that enables users to create highly stylized images for
slide shows and reports. The software includes functions for
creating various types of charts and graphs and for
inserting text in a variety offonts. Most systems enable you
to import data from a spreadsheet applicationto create the
charts and graphs. Examples: MS PowerPoint, Apple Keynote,
Prezi, Kingsoft Presentation.

ICT- CONTACT CENTER SERVICES- Grade9

76
 Graphic software - Graphics programs display results of data
manipulation for easier analysis and presentation. Examples: Macromedia
Flash, Harvard Graphics, 3D Studio Max, Adobe Photoshop

 Web browser - a software application used to locate, retrieve and also

display content on the World Wide Web, including Web pages, images,
video and other files. Examples: Internet Explorer, Mozilla Firefox, Google
Chrome, Safari

3. Peopleware- Refers to people involved in data processing

operations such as the system administrator, office workers,
students and others.

Common job titles of people who work with computers are the
following:

 Encoder- The one who types or inputs data into the computer

 Application Users-are those who

benefit from the work done by developers by
availing of the system’s features and usage

 Programmer or System Developers-

the one who analyzes, designs, develops,
maintains and upgrades generic or
customized software.
Figure 46. Application Users

 System analysts- the one who analyzes the program to be used by a

specific organization. The analyst checks on errors and makes necessary
recommendations to improve the program, just like what an editor of book
does before publishing.

ICT- CONTACT CENTER SERVICES- Grade9

77
 Electronic Data Processing (EDP) managers- the one responsible for
supervising all activities of personnel in a certain computerized transaction
department

 Computer Engineers-The one who plans, designs, makes a lay out. And
then implements the installation of computers and other peripherals for the
efficient use.

 Computer Technician- The one who repairs and maintains the computer
and restores it to good working condition.

Figure 47. Computer Technician

 Customer Service Representative or Telemarketer- The one who
interacts with customers to provide information about products and services.
The job also covers handling of customer’s complaints, inbound customer
service, order- taking and inquiry response as well as outbound
telemarketing.

Figure 48. Telemarketers or Call Center Agents

ICT- CONTACT CENTER SERVICES- Grade9

78
 Process
TASK 1: IDENTIFY COMPUTER COMPONENTS
Complete the following chart to show the complete components of the
computer system. Provide examples on the bullets.

Computer System

A. ____________ B. ________________ C. ______________

1. Input Devices 1._______________ 

 ________ 
 ________ 


2. ___________ 
 _______ 2. Application Software 
 _______ 
3. ___________  
 ________  
 ________ 
4. ___________
 ________
 ________
5. ___________
 ________
 ________

Check your answers by looking at the previous pages. Don’t worry if you were
not successful the first time you took the test. You can keep trying until you
perfect the task!

ICT- CONTACT CENTER SERVICES- Grade9

79
TASK 2: IDENTIFY PEOPLEWARE

Name the people who do the following tasks. Select the letter of the correct
answer from the choices below.
A. Computer Engineers
B. Computer Technicians
C. Customer Service Representative or Telemarketer
D. System analysts
E. Programmers or System Developers
F. Encoders
G. Application Users
H. EDP Managers

_______1.Responsible for supervising all activities of its personnel in a

certain computerized transaction department
_______2. Repair and maintain the computer and restore it back to good
working condition
_______3. Plan, design, make a lay-out and then implement the installation of
the computer and other peripherals for the efficient use of the units
_______4.Benefit from the work done by developers by means of availing of
the system’s features and usage
_______5.Interact with customers to provide information about products and
services, handle complaints, in-bound customer service, order taking and
inquiry response.

TASK 3: IDENTIFY SOFTWARE

Identify whether the given software is an operating system, utility program or
application program.

________________1.MS Excel
________________2. UNIX
________________3. Windows Vista
________________4.Disk defragmentation
________________5. MS PowerPoint
________________6. Mac OS X
________________7. UBUNTU
________________8.Firewall
________________9. File manager
_______________10. MS Word

ICT- CONTACT CENTER SERVICES- Grade9

80
 Reflect and Understand

TASK 1: REVIEW COMPUTER COMPONENTS

You will be provided with a computer which you need to study carefully.

Complete the table below based on the available hardware devices and
peripherals.
Categorize them accordingly.

System Input Output Storage Network

Unit Devices Devices Devices Devices

Check your work by comparing it with the list prepared by your teacher.

TASK 2: DISCOVER NEW HARDWARE DEVICES

Research on the newest hardware devices available in the Philippine market,
preferably those which were not included in this module. Try to organize the
data you have gathered using this graphic organizer. Write a brief description
about each.

Indicate the name of the hardware device and its features.

1 3 5 7.

LATEST HARDWARE TREND

2 4 6 8.

ICT- CONTACT CENTER SERVICES- Grade9

81
TASK 3: SURF THE INTERNET

Activity: Watch this educational video on the Internet to know more about
computer hardware devices.

Computer Basics - Parts of a Computer

AlisonOnlineCourses (2 mins. 52 sec.)
http://www.youtube.com/watch?v=kMRDmkFsUZs-

In your notebook, create an outline of the knowledge you have

acquired from the video.
Example:
PARTS OF THE COMPUTER
I.__________________
A. Memory
1.
2.
B.
C.
D.
II.__________________
A.
B.

ICT- CONTACT CENTER SERVICES- Grade9

82
 Know
Preliminary Activity
Recall the Occupational Health and Safety practices which should be
observed in the computer laboratory. Give at least five (5) that are applicable
to connecting PC hardware devices. Write your answers inside the graphic
organizer.

_____

_____ _____

_____ _____
1.3 Computer Hardware and Peripheral Devices

Now that you know the different components of the computer system,
you are now ready to explore the different connections of hardware and
peripheral devices.

Ever wonder why a computer system is called as such? It is called a

system because it is made up of different parts with different functions that
work together as one. Therefore, these devices need to be connected
properly for them to carry out tasks.

In this lesson, you need to be familiar with ports and their

corresponding connectors. This will prepare you for the task of connecting
your computer hardware and other peripheral devices.
ICT- CONTACT CENTER SERVICES- Grade9
83
A. Ports – These are external connecting sockets on the outside of the
computer. This is a pathway into and out of the computer. A port lets users
plug in outside peripherals, such as monitors, scanners, and printers.

HDMI Port

Figure 49. Computer Ports

Table 2. Ports and Their Function

Type of Port Function Illustration

Serial Intended for serial type
mouse and camera

Parallel Also called printer port.

This is only for old model
printer, such as the dot

ICT- CONTACT CENTER SERVICES- Grade9

84
 matrix. This female port
has 25 pins.
Video Graphic Array Used to connect
(VGA) monitors. This female
port has 15 pins.
High-Definition The first industry-
Multimedia Interface supported
(HDMI) uncompressed, all-digital
audio/video interface for
home entertainment
center.
Digital Visual Interface Industry standard for the
(DVI) transfer of digital video
content. The interface is
designed to transmit
uncompressed
DVI – 1 (Integrated
digital video and can be
Digital and Analog)
configured to support
multiple modes such as
DVI-D (digital only), DVI-
A (analog only), or DVI-I
DVI – D (digital only)
(digital and analog).
Universal Serial Bus High speed serial
(USB) interface that is used
with almost all devices.
Primarily used to
connect latest model
printers, pen drives, cell
phones, etc. It has 4
pins.
Personal System 2 Simple, 6-pin, low-speed
(PS/2) serial connection
commonly dedicated to
a keyboard and mouse.
This is for old model
computers.
Power Intended for power cord.

ICT- CONTACT CENTER SERVICES- Grade9

85
 Audio Intended for plugging in
the speaker or headset.

Local Area Networking A physical interface

(LAN) often used for
terminating twisted pair
type cables used to
connect computers onto
LAN networks,
especially Ethernet
RJ-45 connectors

B. Cable and Wire- A cable is often two or more wires running side by
side and bonded, twisted, or braided together to form a single assembly, but
can also refer to a heavy strong rope.

Table 3. Cables and Connectors

Illustration Function
PS/2 Connectors These jacks are intended for
the PS/2 port specifically for
PS/2 type of keyboard and
mouse.

3.5mm Audio Jack This type of jack is intended for

the audio and microphone port.

ICT- CONTACT CENTER SERVICES- Grade9

86
S-Video Jack S-video jack is obviously for
S-video port

VGA Monitor Jack This monitor jack is intended

for the VGA port

HDMI Cable This provides an interface

between any audio/video
source, such as a set-top
box, DVD player, or A/V
receiver and an audio or
video monitor, such as a
digital television (DTV), over
a single cable.

DVI Cable The Digital Visual Interface or

DVI is used to connect a video
source to a display device,
such as a computer monitor.

USB Cable This Universal Serial Bus USB

plug is intended for the USB
port. Late models of peripherals
like printers, cameras,
scanners, and even other
portable computer attachments
use USB plugs.

ICT- CONTACT CENTER SERVICES- Grade9

87
 Parallel Cable This printer cable jack is
intended for the parallel port.

RJ 45 Network Cables RJ45 ("RJ" in RJ45 stands for

"registered jack," since it is a
standardized networking
interface and the "45" simply
refers to the number of the
interface standard) is a type of
connector commonly used for
Ethernet networking.

Power Cord It is the most important cord

because it connects the
computer to the main source of
electricity to make it functional.

You are now familiar with the ports and connectors. It’s now time to
get to know more about how to connect the hardware and peripheral devices
of a desktop computer. Connections vary among different computer models
and brands. However, most if not all are similar in terms of the connectors
and ports.

ICT- CONTACT CENTER SERVICES- Grade9

88
 Table 4. Connecting Hardware and Peripheral Devices

What do I What does it look Where will I What does the port
need to like? connect it? look like?
connect?
1. VGA monitor to the VGA
jack port of
system unit

Newer PCs Or
also make use
of the following
cables to show HDMI
video on screen

Or

DVI

2. Mouse
keyboard

USB port

Or Or Or

PS/2 port.

ICT- CONTACT CENTER SERVICES- Grade9

89
3. Network
cable to LAN port
connect to a
network

4. Audio or to the audio

microphone port.
jack

5. Printer cable to the USB

port of the
system unit.

Or
Or
To the
parallel port.

6. Power cord to the

System unit
power port

7. Monitor’s to the AVR

power cord or system
unit power
port

ICT- CONTACT CENTER SERVICES- Grade9

90
 Safety First!

1. Handle all electrical equipment carefully. This includes plugging

electrical cords and switching buttons and switches with dry hands and
applying just the right amount of pressure on the said parts.
2. Make sure that the pins are properly aligned when connecting a cable
connector.
3. Do not use excessive force if things do not quite slip into place. Double
check if it’s the correct port.

Connecting Peripherals of a Computer

When attaching computer hardware and peripherals, ensure that they

are connected to the correct locations or ports. For example, some mouse
and keyboard cables use the same type of PS/2 connector. So, you must first
know the different ports that can be found in the back panel of the computer.

Keep in Mind

1. Never force a connection when attaching cables.

2. Plug in the power cable after you have connected all other cables.

Steps in Connecting External Hardware

Step 1. Attach the monitor cable to the video port.

Step 2. Secure the cable by tightening the screws on the connector.

Figure 50. Attach the Monitor Cable

ICT- CONTACT CENTER SERVICES- Grade9

91
Step 3. Plug the keyboard cable into the PS/2 keyboard port.

Figure 51. Plug the Keyboard Cable

Step 4. Plug the mouse cable into the PS/2 mouse port.

Figure 52. Plug the Mouse Cable

Step 5. Plug the USB cable into a USB port.

Figure 53. Plug the USB Cable

ICT- CONTACT CENTER SERVICES- Grade9
92
Step 6. Plug the network cable into the network port.

Figure 54. Plug the Network Cable

Step 7. Plug the power cable into the power supply.

Figure 55. Plug the Power Cable

After connecting all the cables into their proper places, the following
picture should be the appearance of the back panel of your computer.

Figure 56. The Computer’s Back Panel After All Cables are Connected
ICT- CONTACT CENTER SERVICES- Grade9
93
 Test your computer afterwards. Just make sure that there are no open
wirings on the connectors to avoid short circuit which might damage your
computer. Use the standard voltage as that of your system unit as well.

Do not forget to use an automatic voltage regulator (AVR) or

uninterruptible power supply (UPS).

An AVR is a device intended to regulate voltage automatically; that is,

to convert varying voltage levels into a constant voltage level.

A UPS acts as a battery pack, a backup when the power goes out.
More so, most battery backup devices also act as power "conditioners" by
ensuring that the electricity flowing to your computer and accessories is free
from drops or surges. If a computer is not receiving a consistent flow of
electricity, damage can and often does occur.

While a UPS system is not a required piece of a complete computer

system, including one as part of yours is always recommended. The need for
a reliable supply of electricity is often overlooked.

You have successfully finished the computer hardware connection lesson.

This is one of the most challenging lessons in this module for one could not
possibly make use of the computer if its devices are not connected
properly. Practice this skill often. For sure, it will be beneficial to you!

ICT- CONTACT CENTER SERVICES- Grade9

94
 Process
TASK 1: MATCH PORTS AND CONNECTORS
Match the given port in column I to the appropriate connector in Column II.

I II

__________1. A.

__________2. B.

__________3. C.

__________4. D.

__________5. E. E E

__________6. FF.

ICT- CONTACT CENTER SERVICES- Grade9

95
 Transfer

TASK 1: Set up A Computer

STEP 1: Prepare the following computer hardware and peripheral devices:

Monitor System Unit AVR/ UPS

Keyboard Mouse Power Cables
RJ 45 Ethernet cable Microphone Printer
Speakers Earphone Headphones

STEP 2: Lay them all on a table. Based on your understanding of the lesson,
try to connect them to come up with complete computer system.

IMPORTANT REMINDER: After connecting the peripherals, do not plug it to

an electrical outlet yet. Have your teacher check the connection first. You may
only plug it to a power outlet if your teacher has given you the go signal.

Use this self-assessment checklist to see if you have successfully

achieved the skills in computer hardware and peripheral connection:

1st Try 2nd Try

Have I… Yes! No. I’ll try Yes! I No. I’ll read
I am again. made It! the lesson
Successful! again.
1. connected the power
cord of the system
unit and monitor
correctly?
2. connected the VGA
monitor jack
properly?
3. connected external
peripherals like USB
mouse and
keyboard properly?

4. connected PS/2
mouse and
keyboard?
5. connected the audio
jack correctly?

ICT- CONTACT CENTER SERVICES- Grade9

96
6. Connected the
microphone jack
accurately?
7. If there is a printer,
connected the
printer cable
appropriately?

8. If there is a LAN
cable, connected
the RJ 45 ethernet
cable properly?

STEP 3: Arrange the peripheral devices on the table based on the following
layout:

Note: Your teacher may change this based on the available devices in your
computer laboratory

1. Monitor in the middle

2. Keyboard in front of the monitor
3. Mouse on the right of the keyboard
4. System unit on the left of the monitor
5. Printer on the right of the Monitor
6. A flashdrive in front of one of the front USB ports
7. Speakers at the back of the monitor, facing the user

Criteria for Evaluation

Accuracy in hardware installation 50 %
Arrangement based on the given specifications 20%
Observance of OHS 20%
Speed 10%
_____________________________________________
100%

You have reached another milestone in your educational journey!

The task you have learned is of extreme importance since you could not
possibly work on a computer system that has a loose or incorrect connection.

Brace yourself for more fun-filled learning!

ICT- CONTACT CENTER SERVICES- Grade9

97
 Know

Preliminary Activity

On this page are typical typewriter and computer keyboards.

Compare and Contrast the two by writing their unique characteristics
and their similarities in the Venn diagram.

Unique Characteristics of
Typewriter Keyboard

Similarities

Unique Characteristics of
Computer Keyboard

ICT- CONTACT CENTER SERVICES- Grade9

98
1.4 Keyboard Layout and Functions

Computer Keyboard

A computer keyboard is the primary input device that is used to enter

alphanumeric characters, symbols, and functions into the computer system
through the use of buttons or keys. It contains keys for individual letters,
numbers, and special characters as well as keys for specific functions.

Keyboards can be connected to a computer system using a cable or a

wireless connection that uses Bluetooth technology.

Figure 57. Typical Keyboard

Most keyboards have a very similar layout.

The keys on computer keyboards are often classified as follows:
 Alphanumeric Keys – letters and numbers
 Punctuation Keys – comma, period, semicolon, question mark and
exclamation point.
 Special Keys – function keys, control keys, arrow keys, Caps Lock key,
Alternate keys.

To understand this essential computer peripheral, it is best to group

the keys according to their function:

1. Character keys
- individual keys for letters, numbers and special characters. The
layout of these keys is patterned after the original layout of keys on
a typewriter with the most widely used layout in the English

ICT- CONTACT CENTER SERVICES- Grade9

99
 language called QWERTY, named after the sequence of the first 6
letters from the top left.
2. Entering and Editing Keys
- common to almost all keyboards (e.g., Enter, Delete, Insert)
3. Modifier keys
- used together with other keys (e.g., Control, Shift, Alt)
4. Navigation keys
- carry out directions (e.g., arrows for up, down, left, right)
5. Lock keys
- for activating lock options (e.g., Caps Lock, Num lock)
6. Function keys
- typically perform a very specific task within a particular
software application. (e.g., F1, F2)
7. Numeric Keys
- separate numeric keypad on the right of a keyboard for faster
numeric encoding. Laptop keyboards do not have these due to limited
space.

8. System and GUI keys

- Additional keys sometimes depend on the operating system
(e.g. ESC, PrtScr, Pause, Break, such as the Windows key and Apple
keys).

There are many different variations on this layout, although most

manufacturers follow this general pattern.
Virtual Keyboards
In other devices such as
smart phones and tablet
computers, the keyboard is on the
screen itself. While some smart
phone models still have some sort
of keyboard like that of a mobile or
cellular phone, touch screen
technology makes it possible to
use a virtual keyboard. See the
early part of this lesson on page
Figure 58. Virtual Keyboard
26.

ICT- CONTACT CENTER SERVICES- Grade9

100
 If you are using an application that requires you to enter text, a
keyboard pops up on the screen. Tap softly on the appropriate keys to use
the virtual keyboard.

1.4.1 The Mouse

A mouse is a pointing device which interacts with items on your

computer screen. You can move objects, open, edit and delete them, perform
other actions by pointing and clicking with your mouse.

Figure 59. Parts of a Mouse

Mouse Actions
Most mouse actions combine pointing with pressing one of the mouse
buttons. There are four basic ways to use your mouse buttons: clicking,
double-clicking, right-clicking, and dragging.

1. Clicking (single-clicking) – to click an item, point to an icon

(or any item) on the screen, and then press and release the
primary button (usually the left button).

This is used to select (mark) an item or open a menu. This is

sometimes called single-clicking or left-clicking.

2. Double-clicking – to double-click an item, point to the item

on the screen and then click twice quickly. If the interval
between two clicks are too far apart, they might be
interpreted as two individual clicks rather than as one
double-click.

This is most often used to open items on your desktop.

For example, you can start a program or open a folder by
double-clicking its icon on the desktop.
ICT- CONTACT CENTER SERVICES- Grade9
101
 Figure 60. Hand Position in Using the Mouse

3. Right-clicking
- to right-click an item, point to the item on the screen,
and then press and release the secondary button (usually
the right button).

This usually displays the list of commands relative to the

icon called the “shortcut menu”. For example, when you right-
click the Recycle Bin on your desktop, Windows displays a
menu allowing you to open, empty, delete, or see its properties.
If you are unsure of what to do with something, try to use the
right-click action.

4. Dragging and Dropping

- this can move items around your screen. To drag an
object, point to the object on the screen, press and hold the
primary button, move the object to a new location, and then
release the primary button.

Dragging sometimes called “drag and drop”, is most often

used to move files and folders to a different location and to move
windows and icons around on your screen.

5. Using the scroll wheel if your mouse has a scroll wheel,

you can use it to scroll through documents and web pages. To
scroll down, roll the wheel backward (toward you) using your index
finger. To scroll up, roll the wheel forward (away from you)

ICT- CONTACT CENTER SERVICES- Grade9

102
 The mouse and the keyboard are two of the most important input
hardware devices in the computer world. These are continuously being
developed to suit the needs and wants of the computer users. For
example, gamers (those fond of playing computer games) opt to use
wireless versions of such, while trendy ones choose jelly versions of
keyboards with vibrant colors.
Those who are technologically savvy or “techie” like projection
keyboard whereby the image of a virtual keyboard is projected onto a
surface.
Whatever type you choose, what’s important is actually not the
device itself, but how you utilize it for the task that you need to
accomplish.
Practice using them because good typing and inputting skills will
make you a more productive worker in your chosen field.

Process

TASK 1: IDENTIFY KEYBOARD FUNCTIONS

Write AK for Alphanumeric Keys, NK for Navigation Keys, EK for
entering or editing keys, LK for Lock Keys, FK for Function keys, MK
for Modifier Keys, SGK for System and GUI keys.

________1. ← Backspace _________6.

________2. ALT ________7. CTRL
________3. QWERTY ________8. ESC
________4. Caps Lock ________9. ↑
________5. 12345 ________10. Page Down

TASK 2: IDENTIFY MISSING KEYS

DIRECTIONS: Study the layout of a typical keyboard. Then without consulting

references, write down the missing keys on separate pieces of papers and
stick them to the appropriate blanks in the given illustration.

ICT- CONTACT CENTER SERVICES- Grade9

103
TASK 3: CATEGORIZE KEYS

After completing the previous task, write the keys that you have identified
under the correct columns:

AK NK EK LK FK MK SGK

TASK 4: IDENTIFY MOUSE ACTIONS

Identify the appropriate mouse action for the following situations.
_________________1. Open a folder
_________________2. Go one page down in a web page
_________________3. Move an icon from one place to another
_________________4. Open or launch a program
_________________5. Displays a menu of a program icon or a folder
_________________6. Rename a folder
_________________7. View the properties of a folder
_________________8. Select or highlight a line of text
_________________9. Move to the next three pages of your MS Word
document
________________10. Move a folder from one place to another

ICT- CONTACT CENTER SERVICES- Grade9

104
 Reflect and Understand

TASK 1: HANDS-ON ACTIVITY

- PRACTICE TYPING

A Pangram is a sentence that uses every letter of the alphabet at least once.

Using a functional computer, choose one pangram below and type it several
ways:

1. All capitalized
2. Sentence case
3. All small letters
4. Capitalize each word
Repeat this at least 3 times each, without using the copy-paste command

Remember to use Shift + letter key or Caps Lock to capitalize letters!

Sample:
THE QUICK BROWN FOX JUMPS OVER THE LAZY DOG.
THE QUICK BROWN FOX JUMPS OVER THE LAZY DOG.
THE QUICK BROWN FOX JUMPS OVER THE LAZY DOG.

The quick brown fox jumps over the lazy dog.

The quick brown fox jumps over the lazy dog.
The quick brown fox jumps over the lazy dog.

the quick brown fox jumps over the lazy dog.

the quick brown fox jumps over the lazy dog.
the quick brown fox jumps over the lazy dog.

The Quick Brown Fox Jumps Over The Lazy Dog.

The Quick Brown Fox Jumps Over The Lazy Dog.
The Quick Brown Fox Jumps Over The Lazy Dog.

ICT- CONTACT CENTER SERVICES- Grade9

105
 PANGRAM CHOICES
1. Fix problems quickly with galvanized jets.
2. When zombies arrive, quickly fax Judge Pat.
3. The quick brown fox jumps over the lazy dog.

Criteria for Evaluation:

Accuracy (in spelling and formatting) 70%
Speed (refers to the number of words per minute, WPM) 30%
100%

Transfer

TASK 1: ENHANCE YOUR TYPING SKILLS

Now that you already know the basic keys of a typical keyboard, it is
now time to practice your typing skills.

Go to each of the typing test tutorial site listed below to test your
keyboard skills.
Simply enter the given URL in the address bar of your browser then
press Enter.

1. http://www.learn2type.com/typingtest/lessons/typinglessons.cfm
2. http://www.rapidtyping.com/
3. http://www.powertyping.com

TASK 2. EXPLORE TYPING TUTORIALS AND PRACTICE

Go to the search engine www.google.com and look for free typing

tutorial sites.

Assess your typing skills by knowing your words per minute (WPM)
rate and your accuracy in encoding the words.

List down your accomplishments in your notebook. Happy typing!

ICT- CONTACT CENTER SERVICES- Grade9
106
 Know

1.5 BOOTING THE COMPUTER

Booting your computer is the process of powering it on and starting the

operating system.
Table 5. Types of Booting

Two Types of Booting

WARM BOOTING COLD BOOTING
 also called a "soft boot"  refers to starting up a
 means to restart a computer computer from an “off” state.

2. Select Turn Off

1. Click the start Computer/ Shut 3.Click Restart
button Down

Figure 61. Warm Booting on a Windows System

3. Select Power →
1. Open the Charms
2. Select Settings Restart to reboot the
bar.
computer (Restart)

Figure 62. Warm Booting on Windows 8 System

Why Restart?
Warm booting (restarting a computer) is more common than cold
booting since most people leave their computers in sleep mode when they
don't use them. While a home computer may not need to be turned off for
months, it may need to be restarted every few days or weeks to complete
ICT- CONTACT CENTER SERVICES- Grade9
107
new software installations. Even though a warm boot does not include a
power on self-test (POST) like a cold boot, it performs the rest of the boot
sequence and therefore loads any system files that were installed before the
computer was restarted.
The Boot Process
Commonly you just need to power on your machine, and in a few
minutes your computer will be ready to use. However, it is useful to know a
little about the boot process in case your computer stops booting.

Computer startup procedures vary depending on the brand and model.

The most common procedure in booting your computer are listed below.
Follow them carefully:

Powering Up Your Computer (Cold Booting)

1. Make sure that the devices are plugged in an electrical outlet with
sufficient power supply.
2. Press the AVR or UPS power button (usually the biggest button and
has the logo)
3. To start your machine, you need to turn on the monitor and system
unit. If you have a printer you can turn that on as well.
4. If all goes well, you will see an image on your monitor, and your
computer will start the boot process. If you see no image, check the
indicator light of the monitor to make sure it is turned on. Make sure
the monitor cable is plugged in, and make sure that your computer and
monitor are both plugged in and are turned on.

Figure 63. Image on the monitor upon booting

ICT- CONTACT CENTER SERVICES- Grade9

108
 5. Usually your computer will beep once or twice on boot up. This is
normal. Repeated beeping combined with no display error messages
indicate that something might be wrong. Otherwise, your computer will
perform a power on self-test (POST).

What is POST?

NOTE: These steps vary from computer to computer. Do not worry if your
computer does not follow these steps exactly when it starts booting.

1. It starts counting its memory in the top left corner of the screen.

2. You may see the keyboard lights flash, see the CDROM lights turn on,
and hard drives spin.

3. Your computer will then beep (once or possibly a few times). This
process is called the POST or the power on self-test.

4. On most machines, the POST is followed by one or two screens of

information about your hardware: the sizes of your hard drives, the
extra
cards that are on your system, and so on.

Figure 64. Power on self-test (POST)

 If you had multiple operating systems on your computer, you would be

able to choose which operating system to boot at this step.
ICT- CONTACT CENTER SERVICES- Grade9
109
 What happens after the computer boots depends on how your machine
was configured. In most cases, your machine has one user account which
starts automatically, and you don't need to log in to explicitly.
If your computer has several user accounts e.g., several people are
using it then you should have a list of user names and passwords for these
accounts. In this case, you will use the user name and password for your
account to log in and proceed to the desktop.
Logging In
At the login prompt, click the
user name. You will then be
asked to enter the password,
then press Enter.
Note:
- You will not see your
password on the screen,
commonly just a series of dots
which is a security feature.
- User passwords are case
sensitive. For example, the
Figure 65. Log In Screen
password “ENTERDATA” is not
the same as “enterdata”.
Desktop Picture or Background (Customizable)

T
ICONS

Task Bar Notification Area

Start Button Program Buttons for applications such as
Documents, MS Word, MS PowerPoint, MS Word, MS
Excel, Windows Media Player, and Internet Explorer
Figure 66. The Windows Desktop 7 Graphical User Interface
ICT- CONTACT CENTER
InterfaceSERVICES-
(GUI) Grade9
110
 Most software have a graphical user interface (GUI, pronounced
“GOOEY”). Working within the GUI environment requires working with
windows and icons. An icon is a small image that represents a file, command
or another program function. This appears when the user turns on the
computer and starts the operating system. The GUIs permit the user to
manipulate the icons onscreen. You can use can click icons and execute
commands using a pointing device such as a mouse or a touch pad.

What happens between the time you power up the computer and the
icons appear on the desktop?

During the booting process (which may take a minute or two), the computer
does several things:
1. It runs tests to make sure everything is working correctly.
2. It checks for new hardware.
3. It then starts up the operating system.

In order for a computer to successfully boot, its BIOS, operating

system and hardware components must all be working properly. Failure of any
one of these three elements will likely result in a failed boot sequence.

When the computer power is first turned on:

1. The CPU (Central Processing Unit) initializes itself, which is triggered
by a series of clock ticks generated by the system clock.

2. Part of the CPUs initialization is to look to the

systems ROM BIOS (Read Only Basic Input Output System) for its first
instruction in the startup program.

3. The ROM BIOS stores the first instruction, which is the instruction to run
the power on self-test (POST), in a predetermined memory address.

4. POST begins by checking the BIOS chip and then tests CMOS RAM.

5. If the POST does not detect a battery failure, it then continues to

initialize the CPU, checking the inventoried hardware devices (such as
the video card), secondary storage devices (such as hard

ICT- CONTACT CENTER SERVICES- Grade9

111
 drives and floppy drives), ports and other hardware devices (such as
the keyboard and mouse), to ensure they are functioning properly.

6. Once the POST has determined that all components are functioning
properly and the CPU has successfully initialized, the BIOS looks for an
OS (Operating System) to load.

7. The BIOS typically looks to the CMOS (Complementary Metal Oxide

Semiconductor) chip to tell it where to find the OS, and in most PCs, the
OS loads from the C: drive even though the BIOS has the capability to
load the OS from CD or ZIP drive.

8. The order of drives that the CMOS looks to in order to locate the OS is
called the boot sequence, which can be changed by altering the CMOS
setup. Looking for the appropriate boot drive, the BIOS will first
encounter the boot record, which tells it where to find the beginning of
the OS and the subsequent program file that will initialize the OS.

9. Once the OS has initialized, the BIOS copies its files into the RAM and
the OS takes control of the boot process.

10. Now in control, the OS performs another inventory of the system

memory and memory availability (which the BIOS already checked) and
loads the device drivers that it needs to control the peripheral devices,
such as the printer, scanner, optical drive, mouse, and keyboard. This is
the final stage in of the boot process, after which the user can access
the system’s applications to perform tasks.

ICT- CONTACT CENTER SERVICES- Grade9

112
 Process

TASK 1: REVIEW START UP PROCEDURES

Choose the best answer by writing the letter of the correct answer on your
notebook.
1. A successful boot process takes you to the _____________ screen of
the computer where you could already make use of the application
program
A. desktop C. log in
B. POST D. operating system

2. GUI environment requires working with _________________.

A. windows and icons
B. charts and graphs
C. texts and symbols
D. commands

3. Starting up a computer from an “off” state is called _______________.

A. booting
B. warm booting
C. cold booting
D. turning on

4. The first thing that the computer does when you turn on its power button
is it __________________________.
A. looks for the OS to load
B. copies files into memory
C. performs another inventory of the systems memory format
D. initializes the CPU to look for instructions

5. You will see a series of ____________as you type your password

during the log in procedure.
A. numeric characters
B. dots
C. letters
D. graphics

ICT- CONTACT CENTER SERVICES- Grade9

113
6. The computer does the following during the start-up process except:
A. Counting its memory on the top left corner of the screen.
B. Turns on the keyboard as well as the CD-ROM indicator lights, then
you will hear hard drives spin.
C. Beeps once or possibly a few times.
D. Asks you to enter the product key.

7. A small image that represents a file, command, or another program

function is called
A. icon.
B. folder.
C. directory.
D. thumbnail.

8. In order for a computer to successfully boot, its BIOS,

________________and hardware components must all be working
properly.
A. operating system
B. application programs
C. utility programs
D. antivirus program

9. You can find the Start button, program buttons, and notification area in
the ___________________.
A. Status bar
B. Task bar
C. Task pane
D. Icons

10. User passwords are ________________ which means that if your

password is “password”, you would not be able to successfully access
your account if you entered “PASSWORD”.
A. case-sensitive
B. private
C. unique
D. special

ICT- CONTACT CENTER SERVICES- Grade9

114
 Reflect and Understand

TASK 1: HANDS-ON ACTIVITY – BOOT A COMPUTER

1. Carry out the cold booting procedure. In your notebook, write the step-
by-step procedure you did to successfully boot your PC. List down your
observations.
a. What did you see and hear when you pressed the power button?
b. Describe what you see on the monitor.

2. Do the warm booting procedure. Carefully observe the process. Write

down your observations in your notebook.

Transfer

TASK 1: LEARN ABOUT BOOTING PROCEDURES

Research on the different booting procedures of different types of computers
and gadgets such as the following.

1. Tablet PC
2. Desktop PC with different operating systems e.g. Windows Vista, 7, 8,
XP and Mac OS)
3. PDAs or smart phones

Compare and contrast their procedures and booting processes.

TASK 2: CONDUCT INTERVIEWS

Ask different people (your teacher, your parents or IT computer science
students, etc.) these questions:

1. What factors contribute to fast start up procedures?

2. What should you do to prevent computer problems?

List down their answers. Ask follow-up questions to clarify matters. Report the
outcome of your survey to class.

ICT- CONTACT CENTER SERVICES- Grade9

115
 Know

Preliminary Activity:

Try to recall the operating system that you have already made use of,
especially during the booting lesson.

Write down in your notebook, then compare answers with your

classmates. See if you came up with the same answers. Ask your classmates
about those you have not yet heard before. Have them share how it looks and
how it works.

1.6 Operating System Features

An operating system is the most important software that runs on a

computer. It manages the computer memory, processes, and all of
its software and hardware. It also allows you to communicate with the
computer without knowing how to speak the computers language. Without an
operating system, a computer is useless.

You can make full use of your computer if you know the operating system’s
features and functions.

Types of Interface
Users interact with the computer through the
user interface. There are two types of
interface:

1. The command line interface was used

by early computers. It is where you must
type the exact command you want to
execute. It is not considered very user
friendly since you must memorize the
commands then type them without any
Figure 67. The command-line interface
spelling errors. Example: MS DOS
showing an example of the directory
ICT- CONTACT CENTER SERVICES- Grade9 command
116
2. The Graphical User interface (GUI) was a big breakthrough in the
computer world. This made command execution convenient. When users
turn on the computer, the operating system, displays a symbolic desktop that
is up of various objects called icons. Therefore, people execute commands
by pointing on and clicking the icons.

Each operating system's GUI has a different look and feel, so if you
switch to a different operating system it may seem unfamiliar at first.
However, modern operating systems are designed to be easy to use, and
most of the basic principles are the same.

The Operating System's Job

Once the operating system has started up, it manages all of the
software and hardware on the computer. Most of the time, there are many
different programs running at the same time, and they all need to access your
computer's Central Processing Unit (CPU), memory, and storage. The
operating system coordinates all of this to make sure that each program gets
what it needs. Without the operating system, the software wouldn't even be
able to talk to the hardware, and the computer would be useless.

Types of Operating Systems

Operating systems usually come preloaded on any computer that you

buy. Most people use the operating system that comes with their computer,
but it is possible to upgrade or even change operating systems.

The three most common operating systems for personal computers

are Microsoft Windows, Apple Mac OS X, and Linux.

Figure 68. The Windows, OS X, and Linux logos

ICT- CONTACT CENTER SERVICES- Grade9

117
 COMPARISON OF THE THREE MOST POPULAR OPERATING SYSTEMS
•Compatibility: Most application,
driver or game will work on
Windows
•Technical support: Having so
many users, you can always find
someone (either online or offline)
who can help you with Windows.
•Huge quantity of function: When
you get to know Windows well,
you'll find out that there are so
many functions that you can do
almost anything quite easily.

•Viruses: Apple Macs get almost no

viruses. This is mostly due to
Window's superior market share.
•Reliability: Macs only run on
Apple computers, and are thus
less prone to hardware and
software crashing.
•Looks: Improved Graphical
interface

•Price: Linux is a free downloadable

OS
•Variety: Linux is not a full
operating system. It is just a
kernel. To use the kernel,
additional software needs to be
bundled with Linux. Several
hundreds of these bundles (called
"distributions" or simply "distros")
exist. The most popular ones
include Ubuntu, Mint and Fedora.
The good thing is, with so many
different flavors of Linux, there is
always one to suit your needs
•Viruses: Although it is more
vulnerable to viruses than Mac
(because it is open source), Linux
still has very, very, very few
viruses.

Figure 69. Presents an unbiased review of each operating systems

advantages.
The choice on what to use is still up to you. Programmers usually prefer
Linux while video/graphics producers will probably tend to prefer Mac. A
gamer might go for Windows. The best thing to do is to try each OS and see
which is best for you and your computer system specifications.

ICT- CONTACT CENTER SERVICES- Grade9

118
 COMPARISON OF THE THREE MOST POPULAR OPERATING SYSTEMS

• Viruses: You may need to buy

an antivirus program, although
free ones exist.
• Slow: Windows, especially
Vista and 7, requires a lot of
computer resources (memory,
processor, disk space), and
thus, runs slower.
• Price: It easily costs over a
thousands of pesos

• Expensive: MacOS costs even

more than Windows.
• Exclusivity:It works only on
MacOS.
• Compatibility: Only a few
programs will run on Mac, and
almost no games.

• Complicated: most of them

require a good deal of computer
knowledge to get run them.
• Compatibility: Like Mac, Linux
does not have as many
programs and games as
Windows.
• Vendors: You won't find a lot of
vendors selling computers that
run on Linux you may end up
having to buy, computers runnig
on Windows.

Figure 70. Presents an unbiased review of each operating system’s

disadvantages.

Windows Operating System Features

Here are some of the features of the Windows platform. See if you could
relate to them.

Table 6. Operating System Features

Tasks to be done Windows Windows Windows Feature
XP Vista 7
Multitask more easily.    Windows

ICT- CONTACT CENTER SERVICES- Grade9

119
 Taskbar
Chat and share with free    Windows
photo, e-mail, and IM essentials
programs.
Browse the web easily and    Internet
more safely. Explorer 8
Find files and programs   Windows
instantly. Search
Open programs and files you  Jump List
use most in one or two clicks
Connect to any available  View available
wireless network in just three network
clicks.
Navigate lots of open  Peek, shake,
windows more quickly. Snap
Easily share files, photos,  HomeGroup
and music on your home
network.
Print to a single printer from  HomeGroup
any PC in the house.
Manage printers, cameras,  Device stage
and other devices better.
Organize lots of files,  Windows
documents, and photos libraries
effortlessly.
Utilities Windows Windows Windows Feature
XP Vista 7
Personalize your desktop    Desktop
with themes and photos.
Connect to company    Domain Join
networks more securely.
Fully compatible with 64-bit    64-bit support
PCs.
Run Windows XP business   Windows XP
programs. mode
Built-in defense against   Windows
spyware and other malware. Defender
Keep your data private and   Bit locker
secure.
Manage and monitor   Parental
children’s PC use. controls
Designed for faster sleep  Performance
and resume improvement
Improved power  Power
ICT- CONTACT CENTER SERVICES- Grade9
120
management for longer Management
battery life.
Media Windows Windows Windows Feature
XP Vista 7
Watch and record TV on    Windows
your PC. media center
Create and share movies   Movie Maker
and slide shows in minutes.
Get the most realistic game   Direct X11
graphics and vivid
multimedia.
Stream music, photos, and  Play to
videos around your house.
Connect to your home PC  Remote Media
media library while you're Streaming
away.
Touch and tap instead of  Windows
point and click. touch

How to Check Your Computer’s Operating System

You will know your computer’s operating system during booting. But what if
your computer is already turned on?

Here are some simple steps to follow if you want to view the basic information
about your computer, the operating system included:

Step 1: Click the start button, then go to Computer

Computer

Start Button
ICT- CONTACT CENTER SERVICES- Grade9
121
 Figure 71
Step 2: Right Click on the computer window then select
properties

Root Drive
(Hard Disk Drive)
Memory is indicated here.

Properties

Figure 72

Operating System
Processor, Installed
memory (RAM), System
Type

Computer Name,
description andFigure 73. Basic information about your computer
Workgroup

Figure 73, Basic Information About Your Computer

ICT- CONTACT CENTER SERVICES- Grade9

122
 Process

TASK 1: COMPARE AND CONTRAST OPERATING SYSTEMS

Organize your thoughts in this Venn diagram. Write down your answers inside
the circles. The intersecting parts show their similar characteristics while the
separate parts are their unique characteristics.

Windows

Linux
MacOS

TASK 2: LIST WINDOWS OS FEATURES

Enumerate the different Windows OS features:

1.___________________________________________________

2.___________________________________________________

3.___________________________________________________

4.___________________________________________________

ICT- CONTACT CENTER SERVICES- Grade9

123
5.___________________________________________________

Reflect and Understand

TASK 1: HANDS-ON ACTIVITY – CHECK THE OS

Find out what operating system are installed in the different computers in your
computer laboratory. Identify related specifications as well by filling-up these
columns. Show your teacher how you came up with the answer.
Computer’s Specifications Computer 1 Computer 2 Computer 3
Computer Name
Computer Description
Workgroup
Processor
Processor’s Speed
RAM
System Type
Operating System
OS Copyright Year
Hard Disk Drive Memory

Compare your work with your classmates’. Discuss among yourselves the
importance of knowing such information.

Know
1.7 Know Online Help Function

Program developers always a way to improve their existing products

and services for their clients’ satisfaction and to keep up with the tough
competition among software companies.

ICT- CONTACT CENTER SERVICES- Grade9

124

Figure 74. MSWord Help (F1) in Office.Com

 Whatever your operating system is, online customer support is
available and you can access. Help functions are in just a few clicks.

Accessing a Program’s Online Help Function

Here are some general guidelines on how to access the online help
function of the program;

1. First of all, make sure that you are connected to the Internet. Although
offline help is also available, it is limited compared to online help.

2. Press the F1 the keyboard shortcut for Help. Almost any program will
open the help screen when F1 is pressed. For example, pressing F1
while working on a Word document will open the Office Word help
Window, which has a search box where you could enter your question.

3. Windows Key + F1 opens the Microsoft Windows help and support

center.

Enter your question

or topic here. Office
Online will search for
related topics that
will answer your
question.

Figure 75. Search MSWord Help (F1) in Office.Com

ICT- CONTACT CENTER SERVICES- Grade9

125
 Know

Windows Update

Software in your computer needs to be updated every now and then.

When you have a PC with an operating system and other programs installed
and you wish to install important updates as they become available, turn on
automatic updating. Important updates provide significant benefits, such as
improved security and reliability. It’s an easy way to help keep your PC safer
and running smoothly.

You can also set Windows to automatically install recommended

updates, which can address noncritical problems and help enhance your
computing experience. Optional updates are not downloaded or installed
automatically.

To perform this update, follow the steps below:

Step 1: Open Windows Update by clicking the Start button ,

clicking All Programs, and then clicking Windows Update.

Step 2. In the left pane, click Change settings.

Step 3. Choose the option that you want.

Step 4. Under Recommended updates, select the Include

recommended updates when downloading, installing, or notifying
me about updates check box, and then click OK. If you are
prompted for an administrator password or confirmation, type the
password or provide confirmation.

If you are running Microsoft Windows 98 or a later version of Microsoft

Windows, you are eligible to update Microsoft Windows, and in some cases,
the latest drivers for your computer hardware through Microsoft's update site.

ICT- CONTACT CENTER SERVICES- Grade9

126
 Process

TASK 1: WORD SEARCH – PUZZLE

ONLINE HELP WORDS

Look for on line help function words in the puzzle. There are 10 hidden
words. Work horizontally, vertically, diagonally, forward, and backward.

H J J K D I U O W Y I N S T A L L F J K
A U C Y S U P P O R T C E N T E R E F K
X C P F R T Y I O P Y S T G H J T R G H
D W E D R X G B V O I I T U Y T W H F B
G U I T A H P E Y U P T I F H J K L C B
N B V J L T L K J H I O N U O N L I N E
J U E I F G E H J K T F G H H J I O R O
J N L K H L H K G I I U S Y H G B C E P
D O W N L O A D I N G A D R O W S S A P
L O Y U R E A W E D G H J K L P B C D X
U I H A U T O M A T I C H N O I U D T R
E F G H J Y R E Y E K S W O D N I W E

1. help 4. update 7. windows key 10. settings

2. online 5. password 8. downloading
3. automatic 6. install 9. support center

Reflect and Understand

TASK 1: UPDATE YOUR WINDOWS S

Watch the video tutorial on Windows Update by going to this link:

http://windows.microsoft.com/enus/windows7/products/features/windo
ws-update

Follow the procedures carefully to when performing the task.

ICT- CONTACT CENTER SERVICES- Grade9

127
 Transfer

USE HELP FUNCTIONS

TASK 1: HANDS-ON ACTIVITY
Launch MS Word and use the online use the online help functions by
searching for these topics. List down related references based on the hits
made.

1. How to use Smart Art

2. How to format a document
3. How to protect a document
4. How to use the spelling and grammar checker
5. How to insert new comments

Criteria for Evaluation

Accuracy in launching the MS Word online or offline help functions 40%

Proper extraction of needed information 50%
Observance of safety procedures in the use of computers 10%
100%

SUMMATIVE TEST: FIRST QUARTER

DIRECTIONS: Read the following carefully. Identify the terms or concepts

described below.

__________1. Device connected to at least two networks, commonly

two LANs or WANs or a LAN and its Internet Service Provider (ISP) network

A. AVR C. Printer
B. UPS D. Router

_________2. Used together with other keys

A. Character keys C. Modifier keys

B. Navigation keys D. Alternate keys

ICT- CONTACT CENTER SERVICES- Grade9

128
_________3. Where actual computer components are physically mounted
and contained.

A. Chassis C. Motherboard
B. UPS D. AVR

_________4. The following are direct entry devices except:

A. Voice-Input Devices C. Pointing devices
B. Scanning Devices D. Keyboard

_________5. The Intellectual Property Code of the Philippines is officially

known as:

A. RA 8293 C. RA 9239
B. RA 9283 D. RA 7610

__________6. Optical Media Act, which protects music, movies, computer

programs, and video games is officially known as
A. RA 8293 C. RA 9239
B. RA 9283 D. RA 7610

__________7. Madeline’s social media account had been used by someone

whom she does not know. This person started asking
Madeline’s friends to send money and mobile loads without her
knowing it. The following are probable causes of this misfortune
except:

A. giving away her password to friends

B. using a password which is easy to guess
C. leaving her account open in public places such as in
computer shops
D. changing her password on a regular basis

__________8. Otherwise known as the server, this type of computer is used

by small to medium-sized companies and generally supports
hundreds of users.

A. Microcomputer C. mainframe computer

ICT- CONTACT CENTER SERVICES- Grade9

129
 B. Minicomputer D. supercomputer
__________9. A type of computer that can be found in a range of devices
such as a digital watch, an MP3 player, or as a system
controller for a nuclear power plant.
A. microcomputer C. mainframe computer
B. embedded computer D. minicomputers

__________10. The first industry-supported uncompressed, all-digital

audio/video interface for home entertainment centers
A. S video port C. VGA
B. DVI D. HDMI

__________11. A physical interface often used for terminating twisted pair

type cables used to connect computers into a local area
network.
A. Audio Port C. Ethernet port
B. PS/2 port D. Power Port

__________12 The following need to work properly in order for a computer to

successfully boot:
A. BIOS, OS, and hardware components
B. RAM, BIOS, and hardware components
C. Input devices, output devices and system unit
D. OS and hardware components

__________13. This stores the first instruction, which is the instruction to run
the power on self-test (POST), in a predetermined memory
address.
A. CMOS C. OS
B. RAM D. ROM BIOS

__________14. To start up a computer from an “off” state

A. warm booting C. cold booting
B. restarting D. activating

__________15. Upon booting, repeated beeping might mean

A. something might be wrong.
B. your computer will proceed to perform a power on self-test
(POST).

ICT- CONTACT CENTER SERVICES- Grade9

130
 C. the system is getting ready to shutdown.
D. the system will undergo a disk check.

___________16. On most machines, it is followed by one or two screens of

information about your hardware such as the sizes of
your hard drives, and the extra cards that are on your system.
A. booting C. log in
B. POST D. scanning

__________17. It is a small image that represents a file, a command, or

another program function
A. folder C. window
B. icon D. command

__________18. This manages the computer's memory, processes, and all of

its software and hardware.
A. BIOS C. OS
B. GUI D. Program

__________19. People execute commands by pointing on and clicking icons.

A. command line interface C. graphical user interface
B. preloaded OS D. Smart Art graphics

__________20. A simple step to follow if you want to view the basic

information about your computer, the operating system is
A. >My Computer > properties
B. > Network Connection > Properties
C. >My computer >C: > Properties
D. >Control panel> Windows Update

ICT- CONTACT CENTER SERVICES- Grade9

131
Lesson 2: Working with Programs

Your computer is only as good as the programs installed in it. The

specifications, including how new your hardware is aren’t enough bases to say that
your computer is A-Okay. It also depends on the software which makes it work. You
have to equip your computer with programs that are appropriate for your needs.
Looking back at our past lesson on software (p.39), the best thing to do to maximize
the computer’s capabilities is to identify the task to be done, the processes involved,
then determine what program suits the job.

Once you have identified the program you need, the next thing to do is to
purchase it from authorized dealers or stores. Remember that unauthorized
duplication and distribution of unlicensed software is punishable by law (p.19). You
can also to use free software available on the Internet which are good alternatives to
commercial ones.

The challenge now is on how to install, configure, and work with the
application program. Knowledge and skills in doing these tasks will give you the
freedom to customize your personal computer. You will soon realize that a computer
is more than a machine with preinstalled programs. This lesson will broaden your
perspective in the field of computer technology.

Preliminary Activity
As a computer user, what programs can you already use? Write them under
the floppy disks. Opposite the program name, write the program type.

ICT- CONTACT CENTER SERVICES- Grade9

132
 Know
2.1 Installing Programs

Computer usually have a pre-installed operating system together with

application programs (like the application bundle Microsoft Office that contains MS
Word, MS Excel and MS PowerPoint). However, there will come a time where you
would have to add a new program, depending on the task that you are supposed to
do. In such cases, you need to install a new software. What does it mean to “install”?

The term per se means to connect or set in position and prepare for use. In
the computer world, installation usually refers to putting software in a computer, or
adding hardware components to your computer.

It is not as simple as installing the hardware. For example, installing a new

printer would require you to install both the actual, tangible printer (hardware), and
the intangible computer instructions (software) found in the CD installer otherwise
known as the driver. Installing the hardware is as easy as connecting the jack or
cable to its port. The software, however, follows a different process.

There are different procedures in program installation, which usually depend

on the operating system your computer is using and the program you are about to
install.

General Guidelines in Installing a Program

These general guidelines have been created as a basic overview on how to

install software programs, games, and utilities in your computer. However, this does
not cover errors that you may encounter. Taking note of the error messages will help
during the troubleshooting process.

Consider the following:

1. Check the compatibility of your computer’s specifications with the software’s

system requirements.

ICT- CONTACT CENTER SERVICES- Grade9

133
 2. Most of the time, an exact copy of the
instructions can be found in the program
manual or in a readme file found in the
same location as the installer.

3. It is a good idea to close or disable other

running programs when installing a new
software to avoid conflicts.

4. During or after installation, a software may

ask you to install other programs, files, or
utilities for it to run. If this is the case, the
program will usually prompt you to install
the program or you may need to run a
separate installation before the program
can be fully used.

5. Upon completion of the installation

process, reboot the computer if you are
prompted do so.
Figure 76. Application Program Icons

Installing a Program

STEP 1: Download the program from the location. Open the file by double-
clicking the icon or right-clicking then selecting Open.

Figure 77. Sample Right-Click Menu of a Program

ICT- CONTACT CENTER SERVICES- Grade9
134
STEP 2: Run Set up when prompted to do so.

Figure 78. Sample of a Run Option Window

STEP 3: A license agreement will then appear and ask if you Agree to the terms and
conditions of the program. Click “I Agree” so it will proceed. Clicking “I disagree” or
“Cancel” stops the process.

Figure 79. Sample License Agreement Window

ICT- CONTACT CENTER SERVICES- Grade9

135
 STEP 4: For customized installation, select components by checking the
box. Click in the box to select components to install.

Figure 80. Sample Components Selection Window

STEP 5: When choosing an install location, a default destination folder will be

presented to you. If you agree with it, click install to continue the process.
Otherwise, click browse if you would like to save it to another location of your
choice.

Figure 81. Sample Installation Location Window

ICT- CONTACT CENTER SERVICES- Grade9

136
STEP 6: Wait for installation to be completed. The “Installation Complete”
prompt will then appear, which means that the computer has finished installing
the program. Click Finish when asked to do so then reboot the computer for
changes to take effect.

Figure 82. The “Installation Complete” prompt

Process

TASK 1: ARRANGE SEQUENCE OF INSTALLATION PROCEDURES

Arrange the instructions in the correct sequence to complete a software
installation.

__________1. Select components by checking the box.

__________2. Click “I Agree” when the license agreement notification appears.
__________3. Choose install location.
__________4. Open the file setup by double-clicking the icon or right-clicking
then selecting Open.
__________5. Click finish then reboot the computer for changes to take effect.
__________6. When asked if you want to run the setup, do so.

Reflect and Understand

TASK 1: HANDS ON ACTIVITY ON INSTALL A PROGRAM

Your teacher will provide you with a set of executable files that you need to
install. Be guided by the following criteria as you work:

ICT- CONTACT CENTER SERVICES- Grade9

137
 Criteria for Evaluation
Observance of OHS 20%
Accurate program installation 60%
Work habits 20%
100%
Take turns in installing different kinds of software so that you would
experience various procedures.

Know
2.2 Selecting Appropriate Software

There are a lot of programs in the market nowadays. Carefully choosing what
to use based on the task you need to do will enable you to produce great output.

Programs, allow you to do your daily activities with convenience and comfort
such as word processors, database programs, electronic spreadsheets, and web
browsers.

Take note that we use such generic terms and note specific programs like MS
Word, MS Excel etc. to identify application programs. For example, word processors
are those programs that create text documents. MS Word is an example of a word
processor.
Here are sample programs that you would most probably use. It is for you to
decide which among them to buy or download and install in your computer.

1. Electronic Spreadsheet
2. Presentation
3. multimedia
4. Web development tools
5. Photo and graphic enhancement program
6. Audio editing tools
7. Video editing software
8. Internet browsers
9. Application bundles
10. Messaging software
11. Computer aided design (CAD)
12. Authoring tools
13. Gaming software Figure 83. Some Popular Microsoft Programs

ICT- CONTACT CENTER SERVICES- Grade9

138
 There are a lot of application programs to choose from. These
are just a few examples which you could relate to. Try to search for
specific examples of each. Then explore more by identifying programs
which are not included in this list.

Process

TASK 1: IDENTIFY APPROPRIATE PROGRAMS FOR SPECIFIC TASKS

Identify a specific program applicable for the following tasks:

_______________1.Making an educational video on computer

assembly and disassembly.
_______________2. Playing War Craft
_______________3. Open your Facebook account
_______________4. Watching a movie
_______________5. Making a simple house plan.
_______________6. Creating a logo for a business
_______________7. Creating a printed research project in ICT.
_______________8. Making financial records of your business.
_______________9. Creating web pages for a website.
_______________10.Recording separate musical instrumentals and would
like to put them together as one song.

Know

2.3 File Directories

In working with computers, it is a must that you know how to work with
files and folders. Although this topic will be discussed further in Lesson 3, it is
important at this point for you to have a brief background about directories.

What is a directory? In computer terminology, a directory is an

organizational unit, or container used to organize folders and files into
a hierarchical structure.

ICT- CONTACT CENTER SERVICES- Grade9

139
 Directories contain bookkeeping information about files that are, figuratively
speaking, beneath them in the hierarchy.

Imagine a directory as a file cabinet that contains folders that contain files.
Many graphical user interfaces (GUIs) use the term folder instead
of directory.

Figure 84. View Disk Drives and Hardware

Local Disk Drives C: and E:

Libraries  DVD Rewritable

Drive (D: ) – where
you can access a
DVD or CD inserted
in the drive
 Removable Storage
(G: and F:) -
inserted flash
drives (USB Flash
Figure 85. View Drives and Removable Storage
Disk)
ICT- CONTACT CENTER SERVICES- Grade9
140
 Open File Location

Figure 86. Menu that shows Open File Location option when you
right-click a folder or file

One way of locating a file is by using the Open File Location option. The
Open File Location feature has been there since Windows Vista. But in
Windows 7, there is a little difference.

In Explorer, if you click on this option, it opens the parent folder in the
same window. If you want it to open in a new window, press Shift key before
you click on Open file location.

In Windows 7, when you right-click on an icon, you will see a menu that
allows you to open the parent folder of that file.

A warm round of applause for your diligence and hard work in reaching
this page! Your task now is to practice all the new things you have
learned in this lesson. Bear in mind practice makes perfect!

ICT- CONTACT CENTER SERVICES- Grade9

141
 Process

TASK 1: LOCATE A FILE

Write the step-by-step procedure locating a file in a directory.

1. 2. 3.

Reflect and Understand

TASK 1: HANDS ON ACTIVITY ON INSTALL APPROPRIATE PROGRAMS FOR

SPECIFIC TASK

Your teacher will provide you with a folder with different program installers.
Install the appropriate program on your computer based on the task assigned and
perform custom installation as specified by the teacher.

Criteria INDICATORS
5 3 2
Selected the correct
Selected correctly
program to install Selected correctly Selected correctly with
without any
(25%) with slight assistance full assistance
assistance
Followed Installation
instructions correctly Worked without any Worked with slight Worked with full
(30%) assistance assistance assistance

Opened file location

of the program Accomplished the Accomplished the Accomplished the
installer accurately task without task with slight task through trial and
(25%) mistakes mistakes error

Was able to make

Program perfectly Program underwent
use of the program Program did not work
worked slight error
accordingly (20%)

ICT- CONTACT CENTER SERVICES- Grade9

142
TASK 2: Interview

Conduct an interview about program installation from computer experts.

Ask them about the different processes that it undergoes and the relevance of
complying with the program’s system requirements prior to program
installation. Record your findings and create a PowerPoint presentation of your
report.
You may choose from the following computer users:
1. IT experts
2. Computer teachers
3. Computer Technicians

Report the your output to the class and share insights about the report
presented.

Criteria:
Relevance and usefulness of the content: 60%
Visual impact of the PowerPoint Presentation: 10%
Oral Delivery (Reporting) 30%
100%

Transfer

TASK 1: BROWSE THE INTERNET

Watch “Computer Hardware Basics”, a full-length tutorial that teaches the
average computer users how to:
 use and manipulate the Windows file system;
 understand file paths and file sizes, change startup settings, speed up
your computer, and Internet;
 burn DVDs;
 security; and
 troubleshoot and learn time-saving tips, and how to install new hardware
into your computer.

Type the link below on your web browser’s address bar to see the video.
http://www.youtube.com/watch?v=SlAJUtZekAA

Create a summary of the presented information on your notebook.

ICT- CONTACT CENTER SERVICES- Grade9
143
SUMMATIVE TEST: SECOND QUARTER

I. Multiple Choice: Read the following carefully. Identify the terms or concepts
described in the following. Write the letter of the best answer on the space
provided before the number. (10 pts.)

__________1. This refers to putting software on a computer or adding hardware

components to your computer.
A. setting up C. installing
B. laying out D. booting

__________2. We need to check our computer’s system requirements prior to

program installation

A. to see whether it matches the software’s minimum requirements.

B. to prepare the system for the task.
C. to anticipate errors during installation.
D. to protect our computer from viruses.

_________3. When you install a program that does not meet the system
requirements,

A. the installation process will automatically be terminated.

B. the computer will not work at all.
C. the system will acquire a virus.
D. the computer will carry out its usual functions.

__________4. An application used to locate, retrieve and display content on

the World Wide Web, including web pages, images, video and other files.

A. application bundle C. web browser

B. graphics software D. search engine

__________5. It provides online customer support for your needs.

A. online help desk C. online search

B. online help function D. online backup

__________6. The Keyboard shortcut for Help is

A. F1 C. F3
B. F2 D. F4

ICT- CONTACT CENTER SERVICES- Grade9

144
__________7. After program installation, you need to reboot the computer

A. to update a program.
B. to check whether the installed program works.
C. to check for hardware errors.
D. for changes to take place.

__________8. Hard disk drive memory can be seen under Computer as

A. devices with removable storage.

B. local disk drives.
C. libraries.
D. properties.

__________9. These contain bookkeeping information about files that are, figuratively
speaking, beneath them in the hierarchy.
A. directories
B. file
C. local drives
D. menu

__________10. The Open File Location option can be found

A. when you click and drag a folder or a file.
B. when you double click a folder or a file.
C. when you right click a folder or a file.
D. in the local disk drive.

II. Enumeration: Arrange the following steps in program installation in the following
sequence. (6 pts.)

__________1. For customized installation, select components by checking their

corresponding boxes.

__________2. The license agreement shows the terms and conditions of the
program. Click I Agree so it will proceed. Clicking I disagree or Cancel stops the
process.

__________3. Download the program from the location. Open the file by double-
clicking the icon or right-clicking then selecting Open.

ICT- CONTACT CENTER SERVICES- Grade9

145
 __________4. Wait for installation to be completed. The “Installation Complete”
prompt will then appear, which means that the computer has finished installing the
program. Click Finish when asked to do so then reboot the computer for changes to
take effect.

__________5. When asked if you want to run the setup, do so.

__________6. Choose Install Location. A default destination folder will be presented

to you. If you agree with it, click Install to continue the process. Otherwise, click
Browse if you would like to save it to another location.

III. Essay: Answer this question: (4 pts.)

1. What are the basic guidelines to follow in program installation?

______________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_________________________

richardrrr.blogspot.com

ICT- CONTACT CENTER SERVICES- Grade9

146