ICAU2013A -h.schools.nsw.edu.au
ICAU2013A
Integrate commercial computing packages
Study Guide
Select appropriate software to meet specific business requirements
Purpose of a word processor, spreadsheet and database 2
Word processor 2
Spreadsheets 3
Database 5
Variety of application packages 8
What is an integrated package? 8
Examples of integrated packages 9
Identifying the most appropriate software to meet business needs 11
Applying software features to meet business needs 13
Planning for the future maintenance of documents 14
Summary 15
Check your progress 15
Purpose of a word processor, spreadsheet and database
Word processor
Word processing software is widely used for:
• writing documents such as letters, memos, reports, books, articles, notes and faxes
• creating email messages
• producing agendas and minutes of meetings
• generating invoices, statements, referrals and other written material.
Word processing software is used because it’s easy and functional, allowing you to produce documents that include a range of fonts and font sizes, graphics (pictures), symbols and charts. A number of proofing tools such as spelling and grammar checkers are also available.
It’s easy to make changes to existing documents and produce multiple documents that have only slight differences, for instance a mail merge where a standard letter is sent to customers with just the customer details changed.
Industry-standard word processing software packages include Microsoft Word and Corel WordPerfect.
Features of a word processing package
Professional word processing packages are capable of performing many intricate tasks. Here is a list of some of the features you would expect to find:
• editing facilities with auto text
• spelling and grammar checkers
• cut and paste — text/graphics can be rearranged within the same document or between a number of documents
• page formatting — layouts, margins, pagination
• character formatting — eg bold, underline, italics, etc
• text alignment — eg justified centre, left right, full
• centering — vertical/horizontal
• automatic page numbering
• search and replace
• headers and footers
• sorting facilities
• macros
• tables
• footnotes, endnotes
• style sheets
• mail merge
• envelopes/labels
• newspaper/parallel columns
• table of contents, indices, table of authorities
• sequencing
• vertical text and other effects
• watermark
• some desktop publishing capabilities.
Spreadsheets
Spreadsheet software is probably the second-most used software application on a computer behind word processing. Spreadsheets allow a user to quickly calculate numerical data, perform ‘what if’ scenarios, represent data with charts and extract and print data quickly.
Spreadsheets can be used to organise and analyse data, create documents and reports, provide data for mail merges and tables, and create charts. In fact they can be used for any numerical or text/graphic based documents.
Features of a spreadsheet package
Spreadsheet software packages come in all shapes and sizes. These packages are capable of performing many intricate tasks.
All spreadsheets have the same overall features:
• formulas to perform varying grades of mathematics
• editing facilities with auto text
• cut and paste — text/graphics can be rearranged within the same document or between a number of documents
• page formatting, eg columns, margins and page breaks (pagination)
• character styling, eg bold, underline and italics
• text alignment, ie justified, centre, left, right and full
• centring — vertical/horizontal
• automatic page numbering
• search and replace
• spelling checker/grammar checker/thesaurus
• headers/footers
• sorting facilities
• use of relative and absolute referencing
• creating charts to visually represent data
• exporting and importing data easily to database products
• importing/manipulating graphics and graphs
• macros
• styles
• font changes
• provide data for mail merge
• vertical text and other text effects
• some desktop publishing capabilities.
Industry-standard spreadsheet packages include Microsoft Excel, Lotus 123 and Quattro Pro. The main difference between the packages will generally be the syntax (the structure) required to complete a task or the whereabouts on the menus of the individual features. For example, Microsoft Excel starts all formulae with the ‘=’ sign; while Lotus 123 uses the ‘+’ sign. Refer to the documentation that comes with the packages.
Database
Databases have become very important in recent decades and are now seen as being one of the most important assets of a business. Large amounts of vital information can be accumulated, stored, modified, processed, retrieved and distributed to many people and organisations. Just think of our banking system, car registration system, airline reservations and welfare payments systems.
Any database management system allows you to use a computer to create a database. It also allows you to add, sort, modify and select particular data, as well as to create forms and reports using the data in the database. There are many database packages available but Microsoft Access is one of the most popular.
What is a database?
A database is a set of organised data. Non-computerised databases include filing cabinets where documents or cards holding many types of information are filed in chronological (date), numerical or alphabetical order.
Other examples of simple databases include:
• your address book
• the telephone book
• a price list
• a product catalogue.
Features of a computer database
Computer databases have many advantages over paper or card based data storage systems. Computer databases:
• are organised in a more flexible form to allow easy updating, presentation and reporting of data
• have far superior means of retrieving and analysing the stored information using advanced search methods
• are designed to handle large amounts of data efficiently (imagine updating 10,000 records in a paper database!)
• can perform many processes very quickly, such as sorting records in alphabetical order
• can accurately maintain complex relationships between different groups of data
• allow the sharing of data. Data can be stored once and accessed by many different people. This helps control data redundancy (repetition) and consistency.
Just think about the banking system. You can have a savings account at one bank in a particular location but also gain access to your account through automatic teller machines at any shopping centre and through any electronic funds transfer machine that will accept your card. The bank processes and verifies each of your transactions along with many thousands of others each day, debits or credits your account, and instantly provides a new account balance. Then each month the bank mails out a statement to you and all its other customers, detailing the transactions in the accounts.
There are two main types of computerised databases:
1 flat file—all data is simply stored in one table and can be accessed from this single table
2 relational—data can be shared with or ‘related’ to other multiple tables in the same database.
Features of a database package
There are many features of a database and they include:
• handling a collection of interrelated data
• the data is organised (in some fashion)
• there is a set of programs which can access the data.
There are three main features of a Database Management System (DBMS) that make it attractive to use in preference to other systems. These features are:
• centralised data management
• data independence
• systems integration.
In a database system, the data is managed by the DBMS and all access to the data is through the DBMS providing a key to effective data processing. This contrasts with conventional data processing systems where each application program has direct access to the data it reads or manipulates.
In the conventional data processing application programs, the programs are usually based on a considerable knowledge of data structure and format. In such an environment any change of data structure or format would require appropriate changes to the application programs. If major changes were to be made to the data, the application programs may need to be rewritten.
In a database system, the database management system provides the interface between the application programs and the data. When changes are made to the data representation, the metadata maintained by the DBMS is changed but the DBMS continues to provide data to application programs in the previously used way. The DBMS handles the task of transformation of data wherever necessary.
This independence between the programs and the data is called data independence. Data independence is important because every time some change needs to be made to the data structure, the programs that were being used before the change would continue to work. To provide a high degree of data independence, a DBMS must include a sophisticated metadata management system.
In DBMS, all files are integrated into one system thus reducing redundancies and making data management more efficient. In addition, DBMS provides centralised control of the operational data.
Variety of application packages
Software applications are available in a variety of ways. Each business should consider which type of package best suits their requirements. The choices are divided into two broad categories:
1 proprietary software (sometimes referred to as ‘off the shelf’ software) which is sold through retail outlets or freeware/openware which is made available free of charge over the Internet
2 custom software (know also as ‘in-house’ software) which is written specifically for the business by either employees or contracted programmers.
Within both of these categories applications can be available as ‘stand-alone’ programs or they can be part of an integrated package.
What is an integrated package?
An integrated package is a software package that contains a suite (several applications whose data is compatible). These packages usually include word processing, spreadsheet and database applications. The most well-known examples are:
• Microsoft Office (for Windows)
• Corel WordPerfect Office (for Windows and Linux)
• Lotus SmartSuite (for Windows)
• StarOffice (for Solaris, Windows and Linux)
• Open software (for Linux).
Examples of integrated packages
The following suites are examples of editions; their contents may vary according to whether you purchase the package for home use or for an organisation. Go to the vendor websites for more detail about the contents of these suites.
Microsoft Office 2003 (for Windows)
Microsoft Office Professional Edition 2003 includes:
• Word 2003 (word processing)
• Excel 2003 (spreadsheets)
• PowerPoint 2003 (presentation graphics)
• Access 2003 (relational database)
• Outlook 2003 (email and personal information management)
• Publisher 2003 (desktop publishing).
Corel WordPerfect Office 12 (for Windows and Linux)
WordPerfect Office 12 Professional Edition includes:
• WordPerfect 12 (word processing)
• Quattro Pro 12 (spreadsheets)
• Presentations 12 (presentation graphics)
• Paradox (relational database)
• Microsoft Internet Explorer 6.0 (Internet browser).
IBM Lotus SmartSuite 9.8 (for Windows)
IBM
Lotus SmartSuite, Release 9.8 includes:
• Lotus 1-2-3, Release 9.8 (spreadsheet)
• Lotus Organizer, Release 5.04 (personal information manager)
• Lotus FastSite (automated web page creation)
• Lotus Word Pro, Release 9.8 (word processor)
• Lotus Freelance Graphics, Release 9.8 (presentation graphics)
• Lotus Approach Millennium Edition (relational database).
Open software
Linux is ‘open software’. That means the software is free (you don’t have to pay for it) and you have permission to make your own changes to the source code. You do have to pay for some versions which have been packaged and are supported, but it’s still much cheaper than other operating systems. For more information on open software visit the website at: .
There are now several examples of groupware and integrated suites for the Linux platform, including:
• Cliq Office Suite (includes word processor, spreadsheet, personal database and scheduler)
• StarOffice (word processor, spreadsheet, graphics, and more). See next.
Sun Microsystems StarOffice 7 Office Suite (for Solaris, Windows and Linux)
StarOffice 7 includes:
• word processor
• spreadsheet
• database
• presentation tool
• drawing tool
• email tool.
Identifying the most appropriate software to meet business needs
The hardware and software that make up your system are simply tools and have little value on their own. The real value of these tools is being able to apply them in the most effective and efficient way to solve problems. That is, the software applications can be classified according to their major method of data handling and their value is really dependent upon the user’s ability to identify the most appropriate software to meet the needs of the business.
For example, different applications can perform the same functions:
A letter can be typed using a spreadsheet, database and a word processor:
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Figure 1: Although not usually preferred, letters can be typed in Excel
Data can be stored in a table inside a word processed document rather than having to be created in a database or spreadsheet:
|Surname |First Name |Street |Suburb |Phone |
|Appleby |Grace |5 Pear Tree Av |Summerville |9777 4567 |
|Buckingham |Harriett |1 Orange Pl |Fruitville |9982 9510 |
|Caldwell |Indigo |56 Purple Lane |Potsville |8893 4567 |
Although not commonly done, it is possible to give a presentation using a word processor rather than a presentation application (such as MS PowerPoint).
In terms of business efficiencies and in terms of good practice, employees need to be able to competently and confidently identify and use the most appropriate software to meet business needs.
Your choice will not only depend on the ease of use (most effective use of time) but also what features each package contains to best meet the business needs.
Applying software features to meet business needs
This is a three-stage process:
1 identifying the requirements of the business need
2 planning the production — selecting the most appropriate software, layout and features to include
3 applying all of the above making sure business guidelines are adhered to.
Sometimes when confronted with a complicated problem we get a little impatient with ourselves because it takes a while to get going. Have you ever thought that you’re just ‘wallowing in the swamp’ or that you ‘haven’t got a clue where to start’ when faced with a difficult task?
Well good news! That feeling of nervousness as a result of not being immediately productive is a perfectly normal reaction. Often what we’re doing is either consciously or subconsciously weighing up alternative courses of action, reflecting on previous similar problems or experiences, or thinking of people or places we can turn to for help. It’s an important part of the planning process.
It is recommended that you try to solve each task separately. Don’t try to solve all three at the same time as this can become very confusing.
Remember that there’s no single correct answer when solving business problems. However, the more you know about a problem, the better your solution is likely to be. In a workplace, you’ll always work in a team of specialists which means that you’ll have other people’s input and the development of a project becomes a group effort. The end result is a combination of your and other’s ideas. The funds available dictate how many of these ideas can be implemented.
In order to solve the business problem you only have the information presented so you must think logically about what would be required in each task regardless of cost.
As for planning the production, larger companies will have guidelines available for the variety of documentation/publications that need to be produced. These will eliminate individual decision-making for layout, choice of colours, fonts, etc.
Planning for the future maintenance of documents
In order to facilitate effective and efficient maintenance of documents, users need to adhere to the business guidelines where available. In the event that the business does not have relevant guidelines, users need to give careful thought to (i.e. plan) the following:
• file structure for storing the files they create
• file naming conventions
• use of templates
• creation of styles
• insertion of comments and hidden text
• development of macros and other automated functions
• use of advanced features of the software application
• version control.
Together, these considerations will make locating, accessing, re-using and managing the documents produced for the business much easier, especially those that are not for a specific, single use.
Summary
Although word processor, database and spreadsheet software applications perform some functions common to all, there are mainly specific features in each that need to be understood in order to select the right software for a job.
Word processors are best applied for creating and designing business documents, as they offer advanced features for formatting and styling text, placing graphics and shortcuts for typical document formatting tasks.
Spreadsheets allow a user to quickly calculate numerical data, perform ‘what if’ scenarios, represent numerical and text data appropriately, and extract and print data quickly. They are best used to organise and analyse data, create documents and reports, provide data for mail merges and tables, and to create charts.
Database packages have superior features to create, edit, add, sort, modify and select large amounts of data, as well as to create forms and reports using the data in the database. The data can be organised and sourced simultaneously by many people or organisations. Examples of data published from a database are a customer telephone bill or an ATM screen.
An integrated package is a software package that contains a suite (several applications whose data is compatible). These packages usually include word processing, spreadsheet and database applications.
To identify the best way to use a software application to meet the needs of a job you should:
1 identify the requirements of the business need
2 plan the production — select the most appropriate software, layout and features to include
3 make sure business guidelines are adhered to.
Check your progress
Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.
When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.
Link and embed objects
Importing objects 2
Object linking and embedding 2
Example: Using linking and embedding functions in Microsoft Office suite 3
Creating and modifying a linked object 7
Modifying objects 7
Summary 10
Check your progress 10
Importing objects
Most of the documents we create today are integrated documents. Sometimes they are called compound documents. An example of an integrated document would be a word processed document like this one that has pictures inserted; it contains not only text, but graphics as well. You could include more than pictures though; you could include a spreadsheet or chart, a sound, a video clip, a Flash movie, and the list goes on.
When data is imported from documents created by other applications, the imported data can be placed in the new document in three different ways:
1 as a static object
2 as an embedded object
3 as a linked object.
A static object is void of any attributes from the original application in which it was created and, therefore, it really can’t be modified very easily except for any alterations that the new host application can apply to that data format.
On the other hand, the dynamic methods of creating an integrated document allow the imported data to be modified by the original application which can be ‘called up’ from within the current application to make those changes. This dynamic ability involves a process called object linking and embedding better known as OLE.
Object linking and embedding
Embedding or linking objects are two sophisticated ways of importing data from one application into another.
When you embed an object into an application it keeps all the behaviours or attributes of its creator application and this enables it to be modified by that application after it has been embedded in the host file. For example, if you embed a chart created in ABC FlowCharter into a word document, by double-clicking the mouse on the imported image you can use the FlowChart application to modify it. This can be done straight away or at a later date, that is, even after your document has been saved, closed and then re-opened.
Linked objects are quite different. They act like a window into the source data file, and not only can they be changed by the source application like an embedded object but they will actually change if you modify the original file from which the object was imported. This can be seen in real time if you have both documents open at the same time—changes made to the original file will immediately be reflected in the imported object in the other file/s. Alternatively, the changes will be seen in the linked object next time that file is opened. Of course this is only possible while the link remains intact. The link can easily be broken by deleting, moving or just renaming the original file.
Example: Using linking and embedding functions in Microsoft Office suite
The use of ‘Paste’ and ‘Paste Special’
As well as being used to move or make copies of data within the same open document, the Edit/Paste function can also be used to import data—be it text, part of a spreadsheet or even a graphic from another open document or file. The data to be imported needs to first be copied or cut from within the source file. Pasting the data leaves a static object in the target document, isolated from the source application and, as such, the host document has no record of which program created it and therefore which program to call upon to modify it should the need arise. This means that the object in a (static) Paste cannot easily be changed except for any modifications that the host application is able to perform on it.
However, MS Word versions 2000 to 2003 have an option to Paste Special any data that has been cut or copied from another file.
Using Cut and Paste Special
If a section of a document is cut from one open file and imported into a second file using the Paste Special function, the object becomes embedded in the target document. Of course, if it is cut from the source it is meaningless to think of it being linked to that document but it does retain the attributes of the original application that created its source.
Using Copy and Paste Special
However, if the data was selected with copy then the Paste Special performs a powerful, ‘special’ paste during which the object remains linked to the source document and retains all of the attributes set by the program that created it. This is made simple if the data is being imported from applications within the same integrated package since the member programs will each recognise the file/data formats used by the others. Figure 1 shows the choices for a Paste Special from Excel into Word and Figure 2 shows an import about to happen from Word into Excel.
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Figure 1: The choices for a ‘Paste Special’ from Excel into Word
Notice in Figure 2 that MS Word recognised the format as being from an Excel worksheet but even more amazingly that it was willing and able to paste it into the MS Word document in HTML format or bitmap format!
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Figure 2: An import about to happen from Word into Excel
Notice also that Excel recognises the format of the imported data as that of a Word document and offers several formats with which to Paste the object.
Because Microsoft Office is an integrated package, the same screens appear in PowerPoint and Access for each Paste Special of a Word segment or a section of a spreadsheet from Excel.
Using the Insert menu
As a means of importing data, the Insert menu can also be used. For example, Insert/Picture/From File imports a static object just like the Copy and Paste routine except that the import is not from a section of an open file but is an entire pre-saved file.
To create an embedded object the Insert/Object menu provides a list of possible objects that can be placed within a document and it appears as a drop-down list on the Create New tag. The list of items is only limited by the applications that are installed on the PC and an example is seen in the following figure:
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Figure 3
The Create New tag creates embedded objects ‘from scratch’ by calling up the application that is associated with the type of object you select from the list and allowing you to create the object. The choice of file types that can be embedded is expansive because of the nature of the OLE function. At a later stage, the embedded object can be modified using the original program operating within the new document; hence, the concept of an integrated document.
Linking an object
The creation of an integrated document that is linked to the source for automatic up-dates follows the same steps as embedding, except that in the Insert/Object dialogue box you select the Create from File tag and here you must check Link to file. Browse … to find the file to be linked into the current document. Note: the file which you intend to insert and link needs to be created and saved to disk first.
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Figure 4: It is essential that ‘Link to file’ is checked
A linked object can be a compressed file such as Filename.zip, a .wav file or any other multimedia object. Once imported, it shows as an icon in the document if it is not able to be interpreted by the application (see Figure 5). Otherwise, the imported content will be displayed within the document. In either case, double clicking the content or icon will cause the program that created it to start.
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Figure 5
Creating and modifying a linked object
If an object is placed in another file by means of a static paste then it loses any connection with the original application with which it was created. This means that making any modifications to it is, in some cases, impossible and the object has to be deleted and then either re-created or modified in the original application and pasted afresh into the current document.
The process of linking documents overcomes this burden because Linking achieves and maintains a dynamic connection between the imported data and the application that created it as well as a direct link to its file of origin.
The connection to the application which originally created it means that even in the new document, the object can be modified (by the original application). More impressively, the link back to the original document means that any changes in the original file will immediately be reflected in the object.
Modifying objects
As mentioned above, any OLE object in a file can be directly altered by the application that created it being called up from within the target document. This is done simply by double clicking on the object.
If it is a linked object, opening the original file from which the object was imported in the original application will affect the linked object in the new document. Any changes made in the original file will automatically be updated and reflected in the linked object either immediately, if the document is already opened, or the next time the document is opened. This, of course, relies on the integrity of the link being maintained. Remember, the link will be broken if the source file is moved to another location or if the source file’s name is changed or if it is deleted.
Exercise in creating and modifying a linked object
1 Open your word processor and a new document.
2 From the Insert/Object menu using the Create New tag select Bitmap Image.
Within the workspace of the word processor, the default bitmap graphics program will open up a fresh ‘canvas’ and you may begin your paint work.
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Figure 6: Editing a bitmap image within Microsoft Word
Notice the Title Bar and the Status Bar belong to the word processor.
3 When you are finished drawing, click the mouse on the document workspace around the inserted graphic window and the graphics program will close leaving you with your normal word processing session—except that your picture is present as if it were a piece of clip art.
Alternatively, if you were to close the paint session using the File/Close menu item the prompt will ask if you want to save the changes to the word processor not to the bitmap!
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Figure 7
At any time later, Document 2 can be opened in the normal manner and if you double click on the linked bitmap, the Paint program will immediately open with the bitmap on the canvas ready for you to modify the object.
This whole process is identical for whatever file type you choose to link—be it a spreadsheet, a database, a presentation or even a multimedia object.
[pic]
Figure 8
Summary
When data is imported from documents created by other applications, the imported data can be placed in the new document in three different ways:
1 as a static object
2 as an embedded object
3 as a linked object.
When you embed an object into an application it keeps all the behaviours or attributes of its creator application and this enables it to be modified by that application after it has been embedded in the host file.
A linked object is different; it acts like a window into the source file. Not only can it be changed by the source application (like an embedded object) but it will change if you modify the source object/file.
Using the Paste command to insert data leaves a static object in the host document, isolated from the source application that created it. The host document has no record of which program created it and, therefore, which program to open in order to change it. This means that the object in a (static) Paste cannot be changed so easily—you would need to make changes in the source document and then re-paste the object back into the host document.
Check your progress
Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.
When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.
Merge data to create a new document
Understanding the mail merge process 2
Steps in the mail merge process 2
Mail merge with Word 2000 3
Mail merge with Word 2002 (Word XP) 15
Summary 21
Check your progress 21
Understanding the mail merge process
Merging is the process of combining two documents into a single document. In the specific process of mail merge this combines a main document (primary document or template, eg a form letter) with a source document (secondary source or data source). This source could consist of a table of names and addresses and/or unique information about products relevant to different audiences. When the two are merged, ‘personalised’ versions of the main document are produced. So, instead of a letter saying ‘Dear Customer’ you can have ‘Dear John Smith’, with a whole set of names coming from a list or table in your source file which could be a text document, spreadsheet or database.
Steps in the mail merge process
The essence of mail merge lies in three main stages:
1 Choosing or creating the main document—the ‘form’ letter or brochure or whatever the content of the mass mailing.
2 Opening the source document (data source)—for example, the source of the recipients’ details (name, address, etc).
3 Determining the target of the integrated mail merged documents—for example, this could be a set of letters in a new document or a printer for direct printing.
Mail merge with Word 2000
Within Word 2000 the way to begin the process is:
1 Open a new blank document or a saved file in Word. For this tutorial assume you have opened a saved file called Christmas Letter.doc.
2 Choose Tools/Mail Merge to go to the Mail Merge Helper. In Figure 2 we see the three parts to the process that were listed above:
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Figure 1
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Figure 2
1 Specifying the main document
In the Mail Merge Helper click on the Create button under Main document. You will then be asked what type of mail merge you want to perform. In Figure 3 the ‘Form Letters’ option has been selected:
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Figure 3
Then another dialogue box opens asking if you want to use the ‘Active window’ which is the opened document or a new main document:
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Figure 4
If the Active window button is clicked the Helper box is updated with the name of the opened document to identify the main document. See Figure 5.
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Figure 5
2 Choosing the data source
You can use just about any type of data source you want for a mail merge if working in an integrated commercial software package. Shown in the figure below, the broad options within Office 2000 for the data source are: Create Data Source, Open an existing data Source, Use an Address Book, or use Header Options. Here we’ll look at the Open Data Source option.
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Figure 6
‘Open Data Source’ option
This option allows you to choose a pre-saved file that contains the source data and that file can be another word document, a spreadsheet, database, etc. See Figure 7 for the list available to Office 2000 users.
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Figure 7
Address books
The choice of address books that can be imported into a main document for a mail merge in Office 2000 is:
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Figure 8
Using Access data in a Word mail merge
If in the Open Data Source you chose to import your data into Word directly from MS Access databases (*.mdb) the dialogue box will open the default location for data files set in your database options.
If the default folder is not correct, use the Look In box to navigate to the drive:\folder in which the database that will be your source file has been saved.
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Figure 9
To select the desired database file click the Open button. This will open a dialogue box inside the database that prompts you to choose the table or query object (see Figure 10) you want to use as the data source. Make your selection and click the OK button.
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Figure 10
The next message box advises that Word can’t find any fields within the current Word document to edit.
This is correct because we have not placed any special fields in the ‘Christmas Letter’ Word document that we chose as the main document. Click the Edit Main Document button.
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Figure 11
You are returned to the Word document but you should notice that a new Mail Merge toolbar is displayed. From this toolbar you can control the mail merge options:
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Figure 12
Clicking on the Insert Merge Field button displays a drop down list of available fields from within your database (see Figure 13 for an example):
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Figure 13
When you are ready:
• position the cursor on the document page at the appropriate location
• select Insert Merge Field from the toolbar
• from the list, select the fields you require in the document.
The inserted fields will appear in the Word document. The example in Figure 14 shows the customer name and address fields.
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Figure 14
Notice that:
• all field names are surrounded by the double ‘less than’ and ‘greater than’ symbols
• additional formatting such as spaces, commas, full stops and returns can be added between fields
• you can type all other required text directly into the document.
To view the document with inserted data click on the View Merged Data icon on the Mail Merge Toolbar:
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Figure 15
Then the fields will be populated from the Data Source and you will see one of the integrated documents with the data in place. This allows you to decide issues of layout etc before the data is imported for all the letters.
[pic]Figure 16
You can use the Record Navigation buttons to scroll through the records.
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Figure 17
When you are ready to merge and/or print the documents click on the Merge … button in the Mail Merge toolbar.
Using Excel data in a Word mail merge
Alternatively, at the Get Data/Open Data Source stage you can elect to import your data from an existing spreadsheet. Make sure that the data to be merged (the source data) is in the first worksheet in the Excel workbook.
Start the data in the first row of the first column (Cell A1) and make sure that the first row of data (the header row) contains the field names that will be used to refer to the various columns of data. The field names must be free of punctuation and must consist of a single word per field. Each column that contains data must have a field name at the top of that column. For example:
[pic]
Figure 18
Note: Remember that combining information from separate fields in a merged document is easy. However, separating information in a field is difficult. Therefore, when you create a data document, create as many fields as is practical. For example, you may want to make the first name in a field separate from the last name, to make it easy to sort the records in the data document by last name. Keeping the first name and last name separate also makes it easy to use only the first name in a salutation (eg ‘Dear John’ rather than sounding very formal with a ‘Dear John Smith).
After you create and save your data document in Microsoft Excel, follow these steps to create a form letter and perform a data merge.
The second stage of the mail merge process described above, Get Data/Open Source, will allow you to choose an existing Excel spreadsheet in exactly the same way as you did an Access database, except this time the dialogue box will open up in the default location for Excel workbooks.
Again, use the Look In box to navigate to the drive:\folder where your data file has been saved.
Select the data file from the list of available files and click the Open button.
From here on, the process is precisely the same as for importing Access database files for the mail merge, except that the moment you select the desired spreadsheet you are not asked if you want to use a Query or report as in the database, but rather you are asked if you want to use the whole of the (first) worksheet or just the set print area if one has been set:
[pic]
Figure 19
Using Address book data in a Word mail merge
In Step 2 Get Data of the mail merge process, if you choose to Use Address Book rather than Open Data Source, you will be asked to nominate one of the three address books available:
[pic]
Figure 20
Of course, to be able to proceed you need to have already set up an address book and the most common place to do that is in your mailing program such as Microsoft Outlook.
Assuming that you do have an operational address book, the moment you select it in the list (shown in Figure 20 above) you will be asked how that address book is organised, ie what character separates the fields (first name, last name, address, city, etc) and what character separates the records (ie one person’s details from another). You will be offered a suggestion (Figure 21) and, because of the sophistication of the integrated software packages, you are advised to accept the default suggestion unless you are an advanced user who has modified the structure of the address book or who uses a non-standard address book.
[pic]
Figure 21
From this point on the process is identical to using the previous two types of data source once they were correctly identified.
3 Output of the merged documents
The final stage of the mail merge process is the Merge, Step 3 in Figure 2. There are various outputs to the merge function and your choice will be determined by the purpose of the document. When you click on the Merge button in the Mail Merge Helper you are asked to where must the merged documents be directed, what output do you want? No matter your choice, you also have the opportunity to select a range of records to merge if not the whole of the source data. You can control what happens in the output if there are blank fields for some or all records and most importantly, you can request a Check Errors be performed before the merge process is completed.
[pic]
Figure 22
You choose the Merge to: which by default is a New Document. The other options are seen in Figure 23: direct to the Printer, or to electronic mail which, in Word 2000 refers to ordinary email and also to a fax.
[pic]
Figure 23
Merge to new document
Merging to a new document uses both the main document file and the data source and inserts the variable information using the codes you have put into the main document to produces a third document. In this document you will see the personalised versions of the main document often separated by page breaks in preparation for individual printing.
This method is the preferred option as it ensures coding and merging has been conducted to a satisfactory standard and leaves the main document (form) in tact in case the merge was not correct. It also allows the final multiple documents to be saved to disk.
Merge to printer
This option is not unlike merge to new document, however it sends the output, the integrated documents, directly to the printer. This makes it essential to run the Check Errors routine first or even merge just one record, say from 1 to 1, in order to allow a visual inspection of the output of the mail merge.
Merge to email
[pic]
Figure 24
If you choose electronic mail as the output choice then the Setup button will become active and you must click on it to set up your electronic mail options. See Figure 25.
[pic]
Figure 25
Word 2000 considers electronic mail to refer to email and facsimiles. The address line needs to be identified and a subject line can be provided.
Merge to fax
You must have a fax modem installed for this output of the merge.
If you plan to send merged documents to fax numbers, and want to include a cover sheet, turn on the cover sheet option in your fax software.
For more information, see your fax software documentation.
As Figure 25 above shows, there are some minor details to be added for email and fax outputs. Please refer to the online Help for any further clarification of the Mail Merge Process.
Checking data is correct
Regardless of the data source or the output mode, the results of the integration of the data from one file into another can and should be checked for integrity before they are dispersed either through the mail, to the printer or electronically delivered to the recipients.
As seen in Figure 22 there is the option to only merge one set of data, allowing for a preview, before importing all the records. There is also the Check Errors button which causes the application to verify the integrity of the data source and especially in terms of the various fields that the main document is seeking to populate by the merging process (see Figure 26 for the options in Checking Errors). Finally, if merged to a new document, the resultant file can be inspected either before printing or saving or even before a new merge is created and sent directly to the printer, fax, etc.
[pic]
Figure 26
Mail merge with Word 2002 (Word XP)
Microsoft has redesigned the mail merge process in Word 2002/XP, reportedly based on feedback and usability studies. The process is similar but heavily driven by a wizard. The Mail Merge Wizard opens in a task pane to the right of the Word document, rather than appearing as a dialog box on your screen as in Word 2000. Within the task pane, the 6-step wizard makes it simple to create customized form letters, email messages, envelopes, labels, and directories (catalogues).
To access the mail merge feature in Word XP/2002, point to Letters and Mailings on the Tools menu, and then click Mail Merge Wizard.
[pic]
Figure 27
When you select options in the wizard, explanations and additional options appear to help you add or select items. To move through the steps in the wizard, click Next to continue.
In the 6-step Wizard driven process the first step is to determine the main document, just as with Word 2000. However, the user is given a choice of document type up front. See Figure 28.
[pic]
Figure 28
The Next arrow takes the user to the next step which is a choice of which document. See Figure 29.
[pic]
Figure 29
The next step is to Select Recipients for this mail out as shown in Figure 30.
[pic]
Figure 30
In Word 2002 if you choose to Use an existing list (ie saved in a file), as depicted in Figure 30, the list of possible source types is shown from pressing the Browse option (Figure 31).
[pic]
Figure 31
If you choose Select from Microsoft Outlook Contacts the wizard then automatically goes to Outlook as the data source and the Outlook field names in the list of standard merge fields, so that mapping is automatic.
Finally, if you choose Type a new list you get to create the list of recipients in a special dialogue box (shown in Figure 32) which appears when you click on the ‘Create’ icon.
[pic]
Figure 32
The fourth step in the wizard is to complete the letter or item being mailed out (the main document). In this step (Figure 33) the user is assisted by icons in the task pane to include the appropriate fields from the source document into the main document.
[pic]
Figure 33
The user is assisted with the fields for the addresses of the recipients, the personalised greeting line and a number of other options including electronic postage.
The second-last step allows the user to Preview your letters by showing the merged letters one at a time and allowing the user to make ‘last minute’ changes before the final step of production. Such changes include:
• preview the merge results
• make changes to the letter
• exclude recipients (See Figure 34).
[pic]
Figure 34
The final step is Complete the Merge when you can elect to: print or edit individual letters, as described in the task pane (Figure 35).
[pic]
Figure 35
Summary
In this reading we have looked at the processes for merging data from two sources into one document. A key concept involved in merging documents is identifying a main document, a source document and the target, or output, of the merged document.
The mail merge process is an example of merging data to create personalised documents such as letters. With the mail merge function you can create new documents that combine a word document with data sources such as a word table, database or spreadsheet.
There are various media you can target merged documents to such as outputting them to new files/documents, a printer, emails or faxes.
Check your progress
Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.
When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.
Convert data for use in another software package
About file formats 2
What is a file format? 2
Different file formats 3
Every file format in the world 3
Software versions and compatibility 4
Version numbers 4
File compatibility 4
Importing and exporting data 5
Importing data from different file formats 5
Exporting data to different file formats 5
Other ways of exporting 7
Use of different disks 11
Transferring files 11
Compressing files 11
Summary 14
Check your progress 14
About file formats
There are literally thousands of file formats. In general, if you have the program that creates a specific file format, that program can open and use any file that has been saved in that format. Some file formats (for example, the GIF file format used for Web page images) are standard formats that can be opened by any program that supports that standard format.
You should take a moment to browse through your hard drive looking in various folders, particularly the operating system directory, observing the variety of file extensions indicating the variety of file types. Ensure that you don’t make any changes to or delete any system files.
Note: Sometimes the list of files has been set so that the extensions aren’t shown. You can change this by changing the ‘view’ options for viewing files and folders from the desktop. To find the view option, look under the system menus when you are in the desktop.
What is a file format?
A file is a collection of data which can be manipulated as a single entity, for example, moved from one file directory to another. The file must have a unique name within its own directory.
A file format defines an exact structure for the data contained in it. An application recognising the format can read information about the file and its contents from expected places in the file. Often a file can only be read by the application that created it. However, if the specification for a file format is shared, then other applications can read it.
File extensions
Files with given formats often have a particular suffix (usually three or four characters after the file name). This is called the file extension. For example, a Word file most commonly has a .doc suffix. Generally the suffixes are chosen as a code to identify the format within a limit of just three characters.
Different file formats
Since you started working with files on computers, you will have noticed the letters that often follow a file name.
|[pic] |Do you know what these letters mean? |
See if you can identify what types of files are listed on the left. Draw a line to the correct description.
|resume.doc |image file |
|myband.wav |text file |
|homepage.html |sound file |
|birthday.gif |World Wide Web (Internet) file |
How did you go?
Did you know or guess that:
• resume.doc is a text file
• myband.wav is a sound file
• homepage.html is a World Wide Web file
• birthday.gif is an image file.
These are all different file formats. If you could open them up and look inside at the way the data is stored, they would each look very different to each other. That is why there is not one single software program that can open and display the contents of every single file type in a meaningful way.
Every file format in the world
There are absolutely thousands of different file formats. To get an idea of the number that exists, check out the website: . Do a search using ‘file formats’ as the key terms and then click on the File formats link. This will take you to a page where you can click on ‘Every File Format in the World’. This contains a list of file name extensions or suffixes that indicate the format or usage of a file format and a brief description of that format.
Other sources of information on file formats are:
• ‘Paul Oliver’s Wotsit’s Formats’ website at
• Webopedia website at
Software versions and compatibility
What are the numbers that follow software names? For example, Microsoft Word 6, Filemaker Pro 4.1, Flash 5.
Version numbers
As you may know, these numbers are version numbers. Version numbers identify the particular release of a piece of software. Version numbers can signify major changes to the software (such as new or revised features), or less major changes (such as bug fixes or minor changes to features).
File compatibility
Generally, a new version of a software application is able to read the files created by earlier versions of the same application. So WordPerfect version 8 will be able to read the files created by WordPerfect version 6.
The opposite is not true, and version 6 will not be able to read files created by version 8. (It’s obvious isn’t it? When they created version 6, they didn’t know what changes they would make in the future!). Therefore, if colleagues need access to your data files but have an older version of the application, you will need to Save As the files in a format that is compatible with the older version of the application in order for your colleagues to be able to read the files.
Warning: The ability to read past versions does not always apply to Microsoft Access files. You would need to carry out a conversion process in the new version. However, because database systems can be quite complex this conversion does not always succeed in recreating all of the associated functionality of the old system.
Sometimes you will need to keep old versions of the same software to run the system until a complete upgrade process has been carried out.
Importing and exporting data
The ability to import (ie bring in or insert) data from one source to another and the ability export data from one application to another are very useful processes. They enable the user to utilise existing data without the need to re-create/retype the content, and therefore reduce duplication of effort. Importing and exporting functions also enable data to be easily presented within more than one format, eg charts and tables from spreadsheets can be integrated within a word-processed document.
Importing data from different file formats
Data can be imported from different file formats using the Object Linking and Embedding (OLE) functionality of the operating system. This is done by first selecting the data (eg highlighting part of a text or clicking on an image) then copying or cutting the selection (using Copy or Cut from the Edit menu). In another open file (that could be a different format) you then position the cursor and Paste (Edit menu) and the selection is placed here. For example, text from an MS Word file (document format) can be copied and pasted into MS Paint (bitmap graphic format). This method allows just portions of a file to be imported.
Importing can also be achieved by using an ‘insert’ or ‘place’ function that can import whole objects or files into an open document. For example, in Microsoft Word, the Insert menu /Object and allows one whole file to be inserted (imported) into a word document. For example, you can import a worksheet from a spreadsheet application or a PowerPoint slide to a page in your word document.
Exporting data to different file formats
Think about this situation. You’re working on your resumé in Word 2000 and you want to send it to a friend by email for him to check. The problem is that your friend doesn’t have Office 2000 on his computer, he still has Office 97. What will you do so that he can read your document?
Could you think of anything? You’re right if you suggested saving the document in the format of an earlier version of Word.
Example: Using ‘Save As’ to export data from MS Office
If you’re using MS Word 2000 or MS Excel 2000 and you want to give a copy of the document to someone who is using Office 97 you can create a file in the correct format. You do this by opening your Word or Excel document and selecting Save As instead of Save.
Then select the format you need. If you look at the Save As command you’ll see that there are many different formats you can choose to save your file in. Another common format to transfer Word documents is .rtf or rich text format. This format can be both opened and written to by most of the recent Word versions.
[pic]
Figure 1: Formats that Word 2000 can save to
On the other hand, the list of formats to which Excel can save data is shown in Figure 2.
[pic]
Figure 2: Formats that Excel can save to
Familiarise yourself with the different ways that importing and exporting is achieved with the programs that you should now be quite familiar with — word processor, spreadsheet and database packages.
Other ways of exporting
Portable document format (PDF)
A popular document format for transferring finished documents to the Internet or for output to a printer is PDF, which stands for portable document format. A PDF retains the layout of the original document that may integrate text, graphics, video and interactive objects, so that the user can’t change the document without the software that creates a PDF.
You can’t create a PDF using the Save As command. You’ll need a program from Adobe called Adobe Acrobat. Also, the plug in Acrobat Reader is required to view PDF files.
Find out about creating PDF files from the Adobe website at: . Look under the ‘Products’ category.
Tab or comma delimited files
A common way to transfer data between different formats is to convert the data into a tab or comma delimited file. This data can then generally be read by almost any application including spreadsheets, databases, most project management software and accounting packages.
Delimited data has each section of data (word, phrase or value) separated from the next by a special character called a delimiter, which can be a comma, space, colon, tab or any other predefined character. This is done so that it may be imported, edited and/or read by another application that can create columns or tables such as a spreadsheet, word processor and database.
The file extension .csv indicates that it is an unformatted text file of Comma-Separated-Values (CSV).
Example: Exporting data as a tab delimited or comma delimited unformatted text file from Microsoft Excel
1 From within your Excel file choose Save As from the File menu.
2 Select the location and name the file in the usual manner.
3 In the Save as type: area, use the ‘down arrow’ to select:
– CSV (Comma delimited) (*.csv), or
– you can choose to export the file as a Tab delimited (*.txt) text file (also in the drop-down list)
4 Click on the Save button.
[pic]
Figure 3
Exporting data as a comma-delimited or tab-delimited unformatted text file from Microsoft Access
From within you database:
1 Choose the table that has your data to be exported. For example, a table might store this data like so:
[pic]
Figure 4
2 Select the Export option on the File menu.
3 For Save as type: choose ‘Text Files (*.txt; *.csv; *.tab; *.asc)’.
[pic]
Figure 5
4 Specify a location to Save in and also a file name if not the same as that of the table.
5 Click on the Export button.
6 Choose Delimited rather than Fixed width in the next dialogue box and you can see how the columns of data from the table have become comma-separated values.
[pic]
Figure 6
7 On pressing the Next button you are given the choice of which character to use as the delimiter.
You can either Finish or hit Next to reset the location of the file to be created/saved and then you are finished.
Use of different disks
Transferring files
Depending on the hardware components and connections you have installed on a computer, there are potentially many different ways to transfer files between users or computers. For example, you can transfer computer files via:
• CD ROM
• DVD
• digital video recorder
• email
• uploading to an Internet or Intranet site
• copying direct to another computer across a network
• USB (thumb) drive
• floppy disk
• Zip disk.
Compressing files
For all of these methods of file transfer, file size is a very important issue. For example, a CD ROM has the capacity to transfer much greater amounts of data compared to a floppy disk or via an email attachment. Transferring very large files across a network can also slow the network down for other users or even clog the network if more than one person starts to transfer large files.
When file size is problematic, it is advisable to compress large files or a set of files into a smaller single file before transferring it/them. There are a number of methods or standards for file compression, each generating their own file type with related file name extension (see Figure below). It is advisable to use the more common ones so the receiver of the compressed file is more likely to have access to a utility to decompress your file.
[pic]
Figure 7
The most commonly used compression format is the zip file (different from a Zip disk) and there are lots of programs written to compress/decompress zip files; the most popular being WinZip. Some of the other more popular models are NetZIP for Windows, MacZip for Macintosh users, and Zip and UnZip in UNIX systems. The zipped files take up less storage space and take less time to send to someone.
Example: compressing and uncompressing a file using a PC
Most compression software attaches itself to the computer’s file management software as it is being installed. This means that the compression tool is readily available within the file management software. For example, Winzip embeds itself so that all you need to do is select the file/s that you wish to compress and then right click on the selected file/s. From the list of options choose Send To and then Compressed (zipped) Folder.
[pic]
Figure 8
The steps after this are easy to follow. The result of zipping is a single file with a .zip suffix. It can also be made into a self-extracting file, which will have .exe as its suffix. This is just a matter of selecting a checkbox in the dialogue box of the compression software along with choosing the location of where to save the compressed file.
After you download or otherwise receive a zip file, you extract/decompress the original files before using them. Most software that you download from the Internet will arrive as a zip file.
When it is a self-extracting file you can double-click on it and it will automatically extract and store the individual files. If it is a .zip file you will need to have the program to carry out the decompressing. Shareware and freeware versions of various zip/unzip programs can be downloaded from
The process of unzipping compressed files starts with double clicking on the file name. This will run the unzip program installed on your machine which will open the zipped file and display the compressed file/files inside. Usually a button on the program’s Toolbar offers to extract the files, and if you click on it you will be asked to choose the files you want to unzip and where you wish to save them.
Summary
A file format defines an exact structure for the data contained in it. In some cases a file can only be read by the application that created it. However, if the specification for a file format is shared, then other applications can read it.
Files with given formats usually have a particular file extension (usually three or four characters after the file name). There are many websites where you can look up information about using any of the different file formats that exist.
You need to know the file formats that your software can open and modify, as well as the file formats that your software can save a document as. This will enable you to save, convert and import data wisely for use in another and software package.
There are a number of software tools that will allow you to share or convert data to use in a different file type to the one that created the data. These are:
• copying and pasting (from one open document to another)
• using ‘Save As’ to convert a file to an earlier version of the software or to change the file format to one that will be able to be read by another software package
• using a specialised software package to convert a document to a standard or ‘global’ format such as Portable Document Format (PDF)
• using an ‘export’ function in the software to save the data as raw or unformatted text which can then be imported to a wide range of file types
• using an ‘insert’ function in the software to place objects into a document that has a different file format to the placed object.
Check your progress
Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.
When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.
Access user help documentation for basic problems with software applications
Built-in sources of help documentation 2
Microsoft Office built-in help 3
Help in other applications 10
Getting help from the software vendor’s website 11
Using print resources 12
Types of printed resources available 12
Finding appropriate printed resources 14
Accessing online technical support 16
Identify types of basic software problems 17
Typical problems solved by help desk support 17
Describing a software problem 18
Summary 19
Check your progress 19
Built-in sources of help documentation
Learning to use computers is not simply matter of being shown basic operations and then gradually becoming better at doing the same set of tasks. Most computer users find that their learning does not stop, even after years of familiarity with their preferred set of software applications.
As computers have become faster, software has evolved, becoming larger and increasingly more complex and feature-packed. It has become almost impossible to discover all of the features included in software such as Microsoft Office by trial and error alone.
Most software comes equipped with built-in help information. This is a reference resource designed to assist with learning the features of the application, to suggest better ways of working and to provide troubleshooting solutions.
The quality of built in help can vary dramatically with every software product and is usually provided by the manufacturers of the software. Pressing the Help key (F1) will normally provide what is called ‘context-sensitive’ help. That is, you will see information about the task that you are currently working in.
While built-in help is primarily aimed at users, it is essential that IT support personnel are also fully familiar with the help systems in computer applications that users are operating.
As examples of built-in help resources we will be looking at the help resources included with the Microsoft Office suite of applications including Word, Excel, PowerPoint and Access. However, you should investigate the similar Help resources you’ll find in your own software where they exist. Note that almost all commercial applications will have built-in help resources. These may be delivered in a variety of formats, for example:
• database of topics where you can search by keywords or questions
• index (contents list) where you can browse for topics
• ‘balloon help’ or ‘assistant’ tools that give you information or feedback in the context of your document/screen
• tutorial where you can follow steps to do specific tasks with the software
• website information, FAQs, searchable databases that are linked to software help.
Help resources will be listed under a Help menu or found under another menu as a menu item. You can also try the function key F1 on your keyboard to load a Help utility, and check dialogue boxes for help buttons.
Microsoft Office built-in help
The MS Office suite uses the following common set of tools for providing help and information:
• Office Assistant
• Help Menu (without the Office Assistant)
• What’s This?
• Help buttons in dialogue boxes
• Office Update.
If you are using more than one of the Office applications simultaneously, you can swap between the programs and the same help tools remain available to you.
The Office Assistant
Computers can be intimidating for those unfamiliar with using the technology. New computer users are also the group who most need to access and use help and support resources. In an attempt to make computers more ‘human’, MS Office has given its built-in help a friendlier face.
The Office Assistant is an animated character that offers help whenever you ask for it (and even sometimes when you don’t!). You can choose a variety of characters and set options to stipulate how you want your Office Assistant to behave.
[pic]
Figure 1
To use this form of built-in help in Word, take the following steps:
• Open Microsoft Word.
• If the Office Assistant character is not visible, click on Help on the Menu bar.
• Choosing Show the Office Assistant will bring up the animated character.
• Click on the character to bring up a yellow dialogue box: ‘What would you like to do?’
• Enter your question in as seen in the figure below ‘sort data in a table’ (the highlighted text) and then click on the Search button.
• Use the Options button to customise the Office Assistant to your requirements.
[pic]
Figure 2
The search function in the Office Assistant allows the use of natural language in its search. For instance all three of these queries will bring the same response: ‘data table sort’, ‘sort data in a table’ and ‘How do I sort data in a table?’
Help menu (without the Office Assistant)
Once you become more familiar with the Office suite of applications, you may find that you use Office Assistant feature less as your knowledge grows. You may also find the animation a distraction whilst working. You can access comprehensive help features that allow you to do your own search through the Help feature without using the Office Assistant.
Firstly you have to turn the Office Assistant off—this example uses Word but the process is common to all of the Office applications:
1 Click on the Office Assistant.
2 Choose the Options button.
3 Deselect Use the Office Assistant and select OK (Figure 3).
[pic]
Figure 3
4 Click on Help on the menu bar.
5 Choose the first option: Microsoft Word Help.
You will then be in the Help dialogue box where you can choose from:
• Answer Wizard
• Contents
• Index.
Answer Wizard
This works in exactly the same way as the Office Assistant but without the animated character. It allows you to enter either keywords or ‘natural language’ questions (ie in your own words), such as ‘sort data table’, ‘How do I make a template?’ or ‘Tell me about footnotes’.
Moving from using Word to using the spreadsheet application Microsoft Excel, you can access the Answer Wizard by taking the following steps:
1 Open Microsoft Excel.
2 Double-click the Help button on the standard toolbar.
3 Click the Answer Wizard tab.
4 Type in your question and select Search.
[pic]
Figure 4
5 In the top box, type in your question such as ‘How do I make a pie chart?’ as shown in the figure above.
6 Continue to double-click on the topics presented until you find exactly what you are after.
After reading the required information click on the Close button in the Help dialogue box. Alternatively, leave the Help application running in the background while you return to your Excel document.
Contents Sheet
The Contents Sheet works in the same manner as a table of contents at the beginning of a book. The Contents Sheet groups help topics by general categories. You would use it when you only have a rough idea of what you are looking for.
To access the Content Sheet in any of the Office applications, follow the directions below. We will use Microsoft Access in this example.
1 Open Microsoft Access.
2 Choose Help from the menu bar then choose Microsoft Access Help.
3 Click the Contents tab.
4 Double-click the Book icon with the topic about which you want information as shown in Figure 5.
[pic]
Figure 5
5 Continue to double-click on the topic on which you want information until you find exactly what you are after. In this instance we were searching for information on ‘editing data in a field’.
After reading the required information click on the Close button in the Help dialogue box. Alternatively, leave the Help application running in the background while you return to your Access document.
Index Sheet
This is similar to an index in a book. You use it when you know exactly what you want to find or at least a word or maybe the first few letters. To access the index sheet in any of the Office applications (we will use PowerPoint for this example), you need to take the following steps—:
After reading the required information click on the Close button in the Help dialogue box—alternately leave the Help application running in the background while you return to your PowerPoint document.
1 Open Microsoft PowerPoint
2 Click the Help button on the standard toolbar. Note that this button is included in all Office applications. See Figure 6. (This could also be achieved by pressing the key.)
[pic]
Figure 6: Help button in all Microsoft Office applications
3 Click the Index tab.
4 Type in keywords about which you need help in the text box eg ‘template’ as in Figure 7, then select Search.
[pic]
Figure 7
5 Select the required topic from ‘3. Choose a topic’ at the bottom, eg ‘Ways to design and give your presentation a consistent look’.
6 Note that the information presented often contains hyperlinks to other relevant topics within the help files.
‘What’s This?’
When working with any computer application, questions often arise about unknown buttons and features. A mouse over (pausing the mouse over the button) will display the name of the button like this one:
[pic]
Figure 8
• The ‘What’s This?’ function allows you to point and click on an item for information about that tool or button, etc.
We will use Word in our example but to access the ‘What’s This?’ function all Office applications use the same method.
1 Open Word.
2 From the Help menu select ‘What’s This?’. Or, as it shows below, key in + to activate the What’s This? function. The cursor changes to an arrow with a question mark as depicted in the Help menu.
[pic]
Figure 9
3 Point and click on an object or some text. Depending on the object you select you will see a pop-up box with further information.
[pic]
Figure 10
4 Click outside the box to clear the screen and continue working.
The Help button in dialogue boxes
In an effort to make relevant help available at any time, the Office suite of applications attempts to provide help at all points in the workflow.
For instance you are using Excel and want to change the style of the fonts in your spreadsheet. You go to Format in the Menu bar then select Style. A dialogue box appears but you are not sure what is meant by the term ‘Alignment’.
Help is built into the dialogue box: in the top right corner of the box there is a Help button labelled with a question mark—for example, see the Style box in Figure 11. This help feature works in the same way as the ‘What’s This?’ command.
1 Launch Excel.
2 From the Menu bar select Format then select Style.
3 A Style options dialogue box opens.
[pic]
Figure 11
5 Click the Help button at the top right corner and a question mark appears next to the cursor.
6 Select an option such as ‘alignment’ and a yellow box will appear explaining the purpose of the option.
7 Click anywhere outside the yellow box to return to your work.
We will now look at the final method of accessing help within Office applications.
Help in other applications
There are many thousands of other software makers around, however they do not all provide built-in help in exactly the same way. The common denominator is that almost always they do use the word ‘Help’ as the final item in the menu bar — for example, see Dreamweaver (an HTML editing package) below.
[pic]
Figure 12
Getting help from the software vendor’s website
There may be instances where you find that the information you are seeking is not covered by the built-in help. You may also be interested in downloading updates and patches (for fixing software ‘bugs’) from the software vendor (software maker). You can go to the software vendor’s website, for example: or and find specific pages for updating and troubleshooting, or getting tips and training. For example at the Office Update website you can access technical resources and download free product enhancements for Office applications.
Most recent software will incorporate help resources with websites. Some software only allows you to access Help resources via the Internet.
As a significant cost-saving initiative for software makers, the provision of built-in help resources and access to web-based help resources means that they save money by not providing printed resources with their software; resulting in lower postage and packaging costs as well as much lower printing bills.
Using print resources
Types of printed resources available
Printed help materials for computing come in a variety of forms. It is important to ensure that users have access to a variety of material and for the IT help department to keep resources in order and available for quick reference. Different formats and styles of writing are created to suit a wide variety of needs, skill levels and learning styles.
Using manuals and textbooks
Using manuals and textbooks is the traditional method for computer troubleshooting and learning more features of software. There is a large array of books written about different software ranging from pocket notebooks and quick tips to detailed manuals and comprehensive technical references.
User manuals and books have an advantage over using web-based resources because they are instantly accessible — text is easier to read on paper than on-screen and books are transportable.
Disadvantages of hard copy manuals and books include the capacity to go out-of-date, purchase costs (if not initially included with your software) and bulk. A search of many libraries will turn up Help manuals for software long out–of-date and irrelevant.
While many advanced computer users choose not to refer to manuals, relying instead on troubleshooting instinct and experience, the role manuals play as a reference resource justifies having them around.
Manuals
Manuals included with software by the vendor are often the first point of reference in introducing new applications. They focus on changes and updates and some seek to provide introductory tutorials.
Often Help manuals written by a third party are far more useful than software manuals written by the developers themselves. This is evidenced in the wide variety of self-help books for popular software applications.
Textbooks
These range from targeting the absolute beginner to the guru; in fact you can find a textbook on almost any computer subject at the level that you are at.
Beginners: There are times when you might need a book to quickly bring you up to speed on a topic. The ‘For Dummies’ or ‘Complete Idiot’s Guide To’ series of books are very useful for quick learning or referencing.
Intermediate: There is no generic title used for these books but most will pick up where the Dummies series left off; providing tutorials and guides to the more advanced usage of an application.
Advanced: The ‘XYZ Bible’ type books are reference or encyclopaedia-type books; they will not teach you specifically about using the application, only how to reference or program items within the application. O’Reilly () publishes a large number of ‘Missing Manual’ and ‘In a Nutshell’ guidebooks that often fall into this category.
Trade magazines
These are a very useful source of information. There are numerous ‘specialty’ publications ranging from games only to programming languages on all type of computers. The vast majority of these publications cover the general computer industry. These publications (along with their websites) offer value including:
• accompanying CD-ROM that offers demonstration software (time/function limited) applications, freeware applications or shareware (try before you buy) applications.
• reviews of new and similar products that maybe helpful in deciding whether or not to purchase or upgrade to the product
• a help section where people write in about particular problems they are having
• a tips section on how to use an application more effectively
• an ‘archive’ section where you can view an article in previous issues of the magazine.
Newspapers
All major newspapers offer a computer section, for example, The Australian Tuesday’s IT section (). The IT section offers information about events that have happened within the computer industry over the past week. It also is a good source of job vacancies within the IT industry.
The Sydney Morning Herald () offers a lift-out in the Saturday edition. This lift-out lists several websites based on a similar theme, new websites that have just been launched, and business and games software and hardware reviews.
The Age () is also part of the Fairfax news group and offers similar services including e-Mag which looks at new consumer technologies.
Finding appropriate printed resources
Libraries
Despite the rise in information available over the Internet, libraries are still an important way for people to access hard copies or electronic versions of publications like books and journals.
Local community libraries may only carry more general texts without specialising in any particular area. However, they are interconnected and a search at your local branch may turn up material at another branch that can be obtained on an inter-library loan.
TAFE and university libraries tend to concentrate on the fields of study available on a particular campus. Again, material can be sourced from a wide network of regional libraries using the catalogue at your local library.
The Internet
The Internet has a big part to play in making printed materials accessible. Large databases like the Education Resources Information Centre (ERIC) are now available online (see: ) and can prove an invaluable guide to published resources.
Also on the Internet, many people search for texts on the commercial book websites like Amazon () or Australia’s Angus and Robertson bookstore online (). Books can be purchased online from these websites, or information about books can be used to search local libraries or to order books from a local bookshop. An advantage of online bookstores is that they are quick to search, provide you with an overview of a book, and may have reviews by people who have purchased the books.
Readme files
A ‘Readme’ file is included inside most software applications’ folders.
The content of this will vary but often includes version information, known bugs and conflicts; and release, version and copyright information.
For example, the ‘Real One’ plug-in ‘Readme’ file contains the following table of contents:
• System Requirements
• Installation
• Network Issues
• Known Issues
• Manually Configuring Your Browser
• Troubleshooting
• Using RealOne Player through a Firewall
• Full Screen and Video
• Reporting Feedback
Readme files are also used widely in custom applications to provide user assistance and information.
To explore some Readme files under the ‘Start’ menu, simply do a search on your own hard drive specifying ‘readme’ in the document title field.
Location of central resources
In a business environment where there may be a substantial IT support system, or where software is purchased under group licensing arrangements, responsibility for and access to vendor manuals is often held by the Help Desk rather than the individual user. It is important that a reliable control system is in place to keep track of centrally-held resources.
Accessing online technical support
As well as software help tools and print resources, you also have the option to use the Internet to access a range of group forums on topics of interest and for troubleshooting. There are many websites devoted to providing online solutions to technical problems. A few of these are listed at the end of this resource and a plethora of sites can be found by simply entering some key words into any of the major Internet search engines. Some useful search engines include:
Or, search through the websites of major companies like Microsoft if help is required with a Microsoft product:
Then again there are many large websites or Internet gateways (known as portals) like ‘The Information Centre’ which have links to over 2000 hardware and software manufacturers’ help sites:
Identify types of basic software problems
Computer users in a business environment need access to timely and reliable technical support services. To expedite such support it is equally important for users to be able to give complete and accurate information regarding the need/problem to the relevant IT support staff.
Typical problems solved by help desk support
The help desk is a central contact point for users experiencing problems with their computer systems. It may be part of an organisation or an external company contracted to provide ongoing support. Users may contact the help desk by phone, email, intranet, the Internet or personal contact. Some problems may be solved immediately, others will have to be registered and worked on at a later time.
The types of problems handled by the help desk will vary from one company to another. A help desk is normally involved with solving:
• Hardware problems — these include devices not working, power failure, noisy disk drives, an empty screen or disk drive failure.
• Software problems — these may involve the operating system, the application software or the many utilities that users use. These problems could be bugs in the software, incompatibility between the software and the operating system, inexperience or user error.
• Network problems — these relate to the network components of the computer system and may include problems with cabling, cards, bridges or routers.
• Training problems — these relate to the expertise of the user. An employee may be unfamiliar with the equipment and software.
Describing a software problem
In order to clarify what a problem is (so that a solution can be found) it is helpful to be able to describe a problem and reflect on the problem. For example, consider the following aspects to a computer-related problem:
• whether it is a new problem or a recurring one
• when the problem occurred
• how often the problem occurs, if relevant
• what you were doing when the problem occurred
• an outline of the problem
• how significant the problem is
• any efforts you have made to fix the problem yourself.
Capturing alert messages
When encountering computer problems, alert messages explaining what the problem is are sometimes displayed on-screen. However, they are often written in what to the average users is, a foreign language of jargon; for example ‘Run-time Error’, ‘Fatal Exception’ and ‘Script Error’.
These alert messages provide critical information about what is going wrong and the information needs to be captured to pass on to technical support staff.
There are two main ways of capturing the information presented.
The simplest method is to write down what the dialogue box says when you see it. Do not press ‘OK’ or ‘Cancel’; just write it down on a piece of paper. Pass this information along with your request for assistance.
The second involves taking a ‘screen shot’ or ‘screen grab’. This is a snapshot of what is showing on the computer monitor at the time of the error. The advantage of this is that all the information is captured. The disadvantage is that the screen shot may not work if the computer is frozen or in the process of crashing. To take a screen shot, press the ‘Print Screen’ button near the top right of the keyboard. This commits a screen image to computer memory. Next, open an application that accepts images, such as one of the MS Office applications, and select ‘Paste’. The screen image should now be pasted into the open document or window. Either save this file or print it out to pass on with your request for assistance.
Summary
Help resources come in a variety of formats and media and are widely available from resources ‘built-in’ to software, to online readings and discussions focussed on specific software applications.
For example, built-in help features may be in the form of:
• database of topics where you can search by keywords or questions
• index (contents list) where you can browse for topics
• ‘balloon help’ or ‘assistant’ tools that give you information or feedback in the context of your document/screen
• tutorial where you can follow steps to do specific tasks with the software
• website information, FAQs, searchable databases that are linked to software help.
Print resources that can be found at libraries, bookshops and sometimes online include:
• manuals
• textbooks
• trade magazines
• newspapers (IT inserts).
Software makers have websites that provide further tips, tutorials and links to more resources and online technical support sites.
To be able to communicate your software problems to technical support you need to be able to clarify what the problem is. Reading and saving on-screen alert messages is one way to do this.
Check your progress
Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.
When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.
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