Operational Procedures

What is a complete "online" power protection device?

UPS

What can I use to protect my PC from power sags?

A UPS will protect a PC from power sags because it provides conditioned power, free from the surges, spikes, and sags coming from the power company.

Since a laptop is portable, is there any reason why I should not move it from desk to desk while it is operating?

A laptop's portability does not apply when it is up and running with the hard drive spinning. Before moving any PC, even a laptop, select Shut Down within Windows. After the computer turns off, unplug the power cord.

What document should a manufacturer provide that describes the proper disposal information for a chemical?

A material safety data sheet (MSDS) is a standardized document that contains general information, ingredients, and fire and explosion warnings, as well as health, disposal, and safe transportation information about a particular product.

When a customer is explaining a problem, what is the single most important thing you must do?

Allow the customer to explain the problem without interruption

When you are explaining something technical to a customer, which of the following is the best technique to use to confirm the customer understands your explanation?

As you explain, intersperse questions such as "does that make sense?" to confirm the customer's understanding.

What behavior shows a positive and professional attitude?

Avoiding confrontation Avoiding judgmental behavior Showing respect

When a computer system is no longer functioning and is not repairable, how should you dispose of it?

Send it to a recycling center. Even a non-functioning computer has material in it that can and should be recycled.

What are techniques you would use to show respect to a customer?

Be as clear as possible and correct and misunderstandings. Avoid disregarding what someone else tells you. Treat others the way you like to be treated.

You suspect that another employee is involved in prohibited activities. What should you do?

If all you have is a suspicion, you really cannot take action. Wait until you have proof.

How can I avoid a confrontation when someone shows anger toward me?

Try to stay calm, avoid becoming defensive, and do not reciprocate the anger.

Never use a ___ on a Class A fire because it might not smother the fire enough to fully extinguish it.

CO₂ fire extinguisher

Use for fires involving ordinary combustible materials, such as wood, paper, cardboard, and most plastics.

Class A fire extinguisher

Use on fires involving flammable or combustible liquids, including gasoline, kerosene, grease, and oil.

Class B fire extinguisher

What is the correct fire extinguisher class for an electrical fire?

Class C

Use on fires involving electrical equipment, such as wiring, circuit breakers, outlets, computers, and appliances. The material in this fire extinguisher is non-conductive to reduce the risk of shock that could result from using a conductive material.

Class C fire extinguisher

Use on chemical fires involving magnesium, titanium, potassium, and sodium.

Class D fire extinguisher

Use on fires involving cooking oils, trans-fats, or other fats in cooking appliances. This type of extinguisher should be in commercial kitchens and restaurants.

Class K fire extinguisher

What is the ideal environment for ESD to occur?

Cold and dry is the ideal environment for ESD to occur. This should be avoided because ESD can damage equipment.

We do not know the proper handling of an old solvent previously used in our company, and now we need to discard it. How can I find out more about it?

Contact the manufacturer and ask for an MSDS because this document will contain instructions on safe handling and safe disposal of the chemical.

I need to remove a Phillips-head screw from a computer case, but I don't have a Phillips-head screwdriver that will fit. I would like to try a flat-bladed screwdriver. Should I do it?

Don't use a flat-bladed screwdriver in a Phillips-head screw unless it is an emergency. To avoid damaging the screw or the computer, wait until you can obtain the correct tool.

What statement(s) are true general comparisons of the effects of EMI versus ESD?

ESD can damage hardware; EMI harms data

What should we do with the large number of used batteries we accumulate in our office?

Find a recycling center that will accept batteries

You are unsure what is defined as prohibited content and prohibited behavior regarding the use of computer equipment in your organization. How can you learn more?

Go to a supervisor and tell her of your concern. Most organizations have manuals defining acceptable-use policy and also offer training to all employees.

Tact

Involves showing consideration for others.

Your company has a searchable policy document defining acceptable use. What term should you search to discover what actions you must take in order to file a claim against an employee for prohibited behavior?

Search on "incident report" or similar language in order to find to whom you report, what proof is needed, and the procedures required to file a claim.

You are getting ready to install a new component, a memory stick that came in its own antistatic bag. What is the correct way to handle this component and the bag?

Leave the component in the bag until your are ready to install it

What is the legal term that describes malicious, false, and defamatory statements made in printed words or pictures?

Libel

My CRT display is jittery; should I replace the display?

Look for a source of EMI and increase the distance between that source and the CRT display because you should not replace the display until you know more about the problem, and it sounds more like an EMI problem.

I try to put customers' concerns into perspective for them by telling them about others who are worse off. Is this a good practice?

No, this is not a good practice because the customers will believe (rightly so) that you are minimizing their concerns.

If the company gives me a laptop to take home, do I have the right to use it for personal purposes?

No. Unless you have an unusual arrangement, you are to use the laptop given to you by the company for business purposes only. Using it for personal purposes is unprofessional.

What should you do before moving any computer equipment?

Power down and disconnect the power cord before moving any computer equipment

When someone has explained something to you, how can you make sure you heard and understood what he said?

Repeat it back in your own words. This confirms that you heard and understand.

You believe you have witnessed prohibited behavior, and you have clearly identified it by referring to company policies. What should you do next?

Report the incident through proper channels.

We have excellent climate control in our computer server room and equipment closet, but the manager prefers to keep the setting very cool and with a humidity level below 50 percent. Is this OK?

Such very low humidity levels create a perfect environment for ESD. At the very least, the manager should adjust the climate controls so that the humidity is above 50 percent, and raise the temperature to a comfortable level for employees.

My CRT display is only a few years old and was quite expensive. It is now malfunctioning, and none of the external buttons on the monitor help, nor can I fix it using the Properties settings in Windows. What should I do?

Take it to a qualified repair center

What may happen to a computer when power to it sags below the 115 V U.S. standard?

The computer may reboot or power off.

I plan to replace the power supply in a computer. What is the most important safety measure I should take to protect myself?

The most important safety measure you should take to protect yourself is to not ground yourself because you do not want to make your body a path for electricity to take to ground. Wearing an antistatic wristband, standing on a grounding mat, or touching something already grounded would do this and put you in danger.

You work for a new small business that is planning to create an equipment room to house their network servers, network connection devices, and cabling. Describe the temperature and humidity ranges that are generally safe for this equipment.

The recommended operating environment for computer equipment for computer equipment is in the range of 50 to 90 degrees Fahrenheit (10 to 32 degrees Centigrade) with relative humidity between 50 and 80 percent.

I enjoy sharing information about office politics and unannounced changes in company policy. My boss has reprimanded me for this, but people seem to enjoy listening. Why is doing this a problem?

This behavior is inappropriate for many reasons. At the very least, revealing this information shows a lack of discretion and does not engender trust in you, even though people may seem to enjoy hearing the information.

I get very bored with talking to customers at the front counter, and I find that I can pick up my email while listening to a customer's description of a problem. My boss has told me not to do this. Why is that?

This behavior is inappropriate for many reasons. Just one is that you are not showing the customer respect by letting him know that you are listening. And you may miss important information if you do not use active listening techniques.

Power Surge

a brief, potentially damaging increase in the amount of electrical power

blackout

a complete loss of power

Brownout

a period during which heavy demand or other problems cause a reduced flow of power, which can cause computers to behave erratically and suddenly power off.

acceptable-use policy

a security policy that defines what actions can be taken on data and computing resources, including- but limited to- storing, accessing, deleting, disseminating, and sharing of that data through computers and networks.

Professionalism

a set of behaviors that each of us should use whether we are being observed or not

Material Safety Data Sheet (MSDS)

a standardized document that contains general information, ingredients, and fire and explosion warnings, as well as health disposal, and safe transportation information about a particular product.

An ABC fire extinguisher is rated for all three fire types, but it leaves a sticky residue that can _____

damage computers and electrical appliances.

Trade Secrets

include, but are not limited to, manufacturing processes, research and development of new products, and financial plans

power fluctuations

involve all sorts of inconsistencies in the delivery of electrical power₋ both too much (surges) and too little.

discretion

involves not revealing information about someone that would be harmful to or embarrass her

Surge protector (or surge suppressor)

looks like a power strip but it protects equipment from power surges.

A BC extinguisher can be used on Class B or Class C fire, but be aware that it will leave a residue that _______

must be cleaned immediately because it is corrosive.

Libel

occurs when malicious, false, and defamatory statements are in writing or printed words or pictures, and includes such published statements in any media, such as Internet sites and newspapers.

Slander

occurs when malicious, false, and defamatory statements are verbal

Electromagnetic interference (EMI)

the disruption of signal transmission caused by the radiation of electrical and magnetic fields.

Toner

the medium for laser printers

interruptible power supply (UPS)

the most common device that protects from power brownouts and blackouts while giving you time to safely save your data and shut down your computer.

Censorship

when any person or organization decides to define prohibited content, as well as restrict access to that content