DLP Activity Sheets in TLE 7/8 - ICT Contact Center Services Exploratory...
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 1 Activity Title: Introduction to Contact Center Services Objective: Manifest understanding on Contact Center Services. Concept Notes:
Date: Score:
BPO (Business Process Outsourcing) - Is the contracting of a specific business process/task, such as customer service, to a thirdparty service provider (a Contact Center Company or a BPO Company). - It is implemented as a cost-saving measure for tasks that a company requires does not depend upon to maintain their position in the market place. Contact Center (Call Center) - Is the service provider of an outsourced business task/process. Contact Center Representative (Call Center Agent) - Is the person who handles incoming and outgoing customer calls for an outsourced business task/process. Business Process Outsourcing Diagram Admin
Sales
SAMSUNG (first party)
Marketing
Customer Service AEGIS (third party)
-
-
First Party Company (eg. Samsung), has four major business process to attend to. Since “Customer Service” is not a core business, such business process was delegated to a thirdparty company known as the BPO Company or a Contact Center (eg. Aegis). The Contact Center will then be the one to perform Customer Service business process on behalf of the First Party Company. Without the business outsourcing process, if a customer calls Samsung to complain, Samsung will answer and handle the call. With the business outsourcing process, the call will be received and handled by Aegis instead.
Exercise: Discuss briefly. 1. What is the role of the BPO Company or the Contact Center in the whole Business Process Outsourcing procedure? 2. Look for a business establishment/ institution in your locality and perform the following: a. List down at least 5 business process existing in the business establishment. b. Identify a business process that can be outsourced. To whom should this be outsourced to?
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 2 Date: Activity Title: Equipment in Contact Center Services Score: Objective: Identify the different equipments in Contact Center Services. Concept Notes: Contact Center Equipments - Call centers are the main way some businesses communicate with their customers. The function of a call center can vary. Some are used for telemarketing to find new customers. Other call centers provide tech support or handle customer complaints. But no matter what a call center's purpose is, all call centers need to be fitted with some basic equipment. Equipment Personal Computer with Internet Connection
Function This is your main tool in assisting your customers. It should be connected to the Internet so that no confidential data or information of the “first-party” company is saved in the local drive.
IP Phone with Headset
This is where the call comes in. It uses VOIP (Voice Over Internet Protocol) technology instead of the traditional telephone lines. It makes use of a headset to provide comfort to the agent while assisting the customer.
Personal Cubicle
This is your personal space. Conversation with a customer is given much importance and is treated with strict confidentiality. With the use of the personal cubicle, the customer on the other line will not be able to hear the conversational noise of your colleague.
A Typical Contact Center Representative
Exercise: Discuss briefly. 1. What do you think is the reason why customer data or information is treated with utmost confidentiality among all Contact Centers? 2. Differentiate Traditional Telephone Lines with VOIP (Voice Over Internet Protocol).
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 3 Activity Title: Computer Basics Objective: Recall basic computer terminologies. Concept Notes:
Date: Score:
What is a computer? - A computer is an electronic device that manipulates information, or data. Components of a Computer System 1. Hardware is any part of your computer that has a physical structure, such as the keyboard or mouse. It also includes all of the computer's internal parts. 2. Software is any set of instructions that tells the hardware what to do. It is what guides the hardware and tells it how to accomplish each task. Some examples of software include web browsers, games, and word processors. Types 1. 2. 3. 4. 5.
of Computers Desktop computers Laptop computers Tablet computers Servers Other types of computers
Desktop Computer Styles 1. PC: This type of computer began with the original IBM PC that was introduced in 1981. Today, this is the most common type of personal computer, and it typically includes the Microsoft Windows operating system. 2. Mac: The Macintosh computer was introduced in 1984, and it was the first widely sold personal computer with a graphical user interface, or GUI (pronounced gooey). All Macs are made by one company, Apple Inc., and they almost always use the Mac OS X operating system. Software 1. Operating System - An operating system is the most important software that runs on a computer. It manages the computer's memory, processes, and all of its software and hardware. Example: Desktop-Microsoft Windows, Mac OS X, Linux; Mobile- Android, iOS, Windows Mobile, Blackberry OS 2. Application Software - An app is a type of software that allows you to perform specific tasks. Can be installed using a CD installer or can be downloaded from the Internet (caution: Indiscriminate downloading may lead to virus infection on your computer). Example: MS Word, MS Excel, MS Powerpoint, DOTA, COC Hardware 1. Computer Case - is the metal and plastic box that contains the main components of the computer. It houses the motherboard, central processing unit (CPU), power supply, and more. It comes in two styles: Desktop or Tower. 2. Monitor - the monitor works with a video card, located inside the computer case, to display images and text on the screen. It comes in two styles: LED or CRT. 3. Keyboard - the keyboard is one of the primary ways we communicate with the computer and enter data. 4. Mouse - The mouse is a peripheral that is known as a pointing device. It lets you point to objects on the screen, click on them, and move them. It comes in two styles: Optical or Mechanical. Exercise: Complete the concept map below.
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Comput er Softwar e
________
________
________
Monitor
________
________
________
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 4 Activity Title: Basic Parts of a Computer Objective: Identify the basic parts of a desktop computer Concept Notes:
Date: Score:
Basic Parts of a Computer - The basic parts of a desktop computer are the computer case, monitor, keyboard, mouse, and power cord. Each part plays an important role whenever you use a computer. 1. Computer Case The computer case is the metal and plastic box that contains the main components of the computer. It houses the motherboard, central processing unit (CPU), power supply, and more. Computer cases come in different shapes and sizes. A desktop case lies flat on a desk, and the monitor usually sits on top of it. A tower case is tall and sits next to the monitor or on the floor. The front of the case usually has an on/off switch and one or more optical drives. 2. Monitor The monitor works with a video card, located inside the computer case, to display images and text on the screen. Newer monitors usually have LCD (liquid crystal display) or LED (light-emitting diode) displays. These can be made very thin, and they are often called flat-panel displays. Older monitors use CRT (cathode ray tube) displays. CRT monitors are much larger and heavier, and they take up more desk space. 3. Keyboard The keyboard is one of the primary ways we communicate with the computer and enter data. There are many different types of computer keyboards, including wired, wireless, ergonomic, and multimedia. Although there may be differences in the location of some keys or features, keyboards are very similar and allow you to accomplish basically the same tasks. 4. Mouse The mouse is a peripheral that is known as a pointing device. It lets you point to objects on the screen, click on them, and move them. There are two main types of mice: optical and mechanical. The optical mouse uses an electronic eye to detect movement and is easier to clean. The mechanical mouse uses a rolling ball to detect movement. Generally, a mechanical mouse is less expensive, although it may require regular cleaning to keep it working properly. Traditionally, a mouse connects to the computer using a USB or PS/2 connection. However, you can also buy a wireless mouse, which can reduce clutter on your desktop. There are other devices that can do the same thing as a mouse but that have a different look and feel. Many people find them to be easier to use, and they also require less desk space than a mouse. The most common mouse alternatives include: 1. Trackball: A trackball has a ball on top that can rotate freely. Instead of moving the device like a mouse, you can roll the ball with your fingers to move the pointer. Some mobile devices have miniature trackballs that can be controlled with your thumb. 2. Touchpad: A touchpad—also called a trackpad—is a touch-sensitive pad that lets you control the pointer by making a drawing motion with your finger. Touchpads are common on laptop computers. Exercise: Label the parts. 2. _______
4. ______ 1. ________ 3. _______
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 5 Date: Activity Title: Inside the System Unit Score: Objective: Identify the different parts/components inside the system unit. Concept Notes: Components Inside the System Unit 1. CPU (Central Processing Unit) The central processing unit (CPU), also called a processor, is located inside the computer case on the motherboard. It is sometimes called the brain of the computer, and its job is to carry out commands. A processor's speed is measured in megahertz (MHz), or millions of instructions per second; and gigahertz (GHz), or billions of instructions per second. A faster processor can execute instructions more quickly. 2. Motherboard The motherboard is the computer's main circuit board. It's a thin plate that holds the CPU, memory, connectors for the hard drive and optical drives, expansion cards to control the video and audio, and connections to your computer's ports (such as USB ports). 3. Power Supply Unit The power supply unit in a computer converts the power from the wall outlet to the type of power needed by the computer. It sends power through cables to the motherboard and other components. 4. RAM (Random Access Memory) RAM is your system's short-term memory. Whenever your computer performs calculations, it temporarily stores the data in the RAM until it is needed. This short-term memory disappears when the computer is turned off. If you're working on a document, spreadsheet, or other type of file, you'll need to save it to avoid losing it. When you save a file, the data is written to the hard drive, which acts as longterm storage. RAM is measured in megabytes (MB) or gigabytes (GB). The more RAM you have, the more things your computer can do at the same time. 5. Hard Drive The hard drive on your computer is where the software is installed, and it's also where your documents and other files are stored. The hard drive is long-term storage, which means the data is still saved even if you turn the computer off or unplug it. When you run a program or open a file, the computer copies some of the data from the hard drive onto the RAM. When you save a file, the data is copied back to the hard drive.. 6. Expansion Cards Most computers have expansion slots on the motherboard that allow you to add various types of expansion cards. These are sometimes called PCI (peripheral component interconnect) cards. a. Video Card The video card is responsible for what you see on the monitor. Most computers have a GPU (graphics processing unit) built into the motherboard instead of having a separate video card. b. Sound Card The sound card, also called an audio card, is responsible for what you hear in the speakers or headphones. c. Network Card The network card allows your computer to communicate over a network and access the Internet. It can either connect with an Ethernet cable or through a wireless connection (often called Wi-Fi). d. Bluetooth Card Bluetooth is a technology for wireless communication over short distances. It's often used in computers to communicate with wireless keyboards, mice, and printers.
Exercise: Discuss briefly. 1. Compare and contrast the RAM and the Hard Drive? 2. How does the size of the RAM affect the performance of a computer in terms of speed? Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 6 Activity Title: The Mouse Objective: Manifest understanding about the Mouse. Concept Notes:
Date: Score:
The Mouse - A mouse is a device used to move the mouse pointer around the screen. Usually two buttons to select and activate features.
Mouse Parts Scroll Wheel Left Click Button
Right Way To Hold The Mouse
Right Click Button Plastic Casing USB Connector
Manipulating the Mouse • To move traditional mouse: 1. Grasp mouse with palm down, and index finger gently resting on first button 2. Slide mouse flat along desk 3. If run out of space on desk, lift mouse from desk and place in new position to continue moving •To cancel any option: Click anywhere away from options being active. Mouse Actions and Steps to Execute 1. Moving the Mouse – With the mouse pointer being active on the desktop, move mouse device anywhere on the desk. You will notice the pointer does the same. 2. Left Clicking - Point mouse cursor at item and then click the left mouse button to select the item. 3. Right Clicking - Point mouse cursor at item and then click right mouse button to display shortcut menu. 4. Double Clicking – Clicking the left mouse button twice in rapid succession to initiate programs or open files. 5. Scrolling – The wheel on the mouse allows you to scroll up or down a document that is being viewed. If you place your finger on the wheel and pull your finger towards the bottom of the mouse, the wheel will spin and see what is lower on the document. Pushing the wheel towards the top of the mouse will scroll the screen so you can see what is at the top of the document. 6. Drag and Drop - Move the mouse pointer over an item on the desktop. Hold down the left button. While holding down the button, drag the mouse. Release the button to drop the item into a new place on the screen. 7. Text Selection - Move the mouse to the beginning (or end) of a word. Click the left mouse button and hold it down to start selecting. While the mouse button is held down, drag the mouse over the text you want to select. Release the mouse button when done selecting the text.
Exercises: Identify the corresponding mouse action. 1. ______________________. You would like to see the newsfeed of your Facebook account. Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
2. 3. 4. 5.
______________________. You ______________________. You ______________________. You ______________________. You portion of your Desktop.
would would would would
like like like like
to save your Facebook profile pic to your computer. to copy a Facebook post to your wall. read the end paragraph of a long blog. to move the Recycle Bin icon to the lower right
Activity #: 7 Date: Activity Title: The Keyboard Finger Assignment Score: Objective: Familiarize the different finger assignments for each of the PC keyboard keys. Concept Notes:
The Keyboard Finger Assignment
Exercises: A.
Identify the homekey of the following fingers: 1. _______. Ring Finger (Right Hand) 2. _______. Index Finger (Left Hand) 3. _______. Thumb Finger (Left Hand) Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
4. 5.
_______. Middle Finger (Left Hand) _______. Small Finger (Right Hand)
B.
Identify the finger assigned to the following keys: (Right/Left Hand: Small Finger, Middle Finger, Index Finger, Thumb Finger, Ring Finger) 1. ______________. J 2. ______________. Return Key 3. ______________. Backspace Key 4. ______________. P 5. ______________. Q Activity #: 8 Date: Activity Title: Typing Speed Test Score: Objective: Measure one’s typing speed test. Concept Notes: Typing Speed Test - The minimum typing speed for a Contact Center Representative is 36 WPM (Words Per Minute) as they need to converse with their callers while they are inputting information on the computer. Exercise: Each student must practice-type the following text/scripts in 2, 3 and 5 minutes test duration. It will be recorded and every test-duration must be countersigned by the group leader. Final score is determined by adding all typing speeds divided by the number of tests taken. Text / Script
2 minutes
3 minutes
5 minutes
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
Speed: ___ WPM Accuracy: ___ %
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
_____________________ __ Leader’s Signature
Aesop’s Fables
Astronaut
Netiquette
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 9 Activity Title: Cultural Variables: Time Zones Objective: Manifest understanding on time zones. Concept Notes:
Date: Score:
Time -
Zone A geographical region that follows the same time standard. A region that observes a uniform standard time for legal, commercial, and social purposes. Most of the time zones on land are offset from Coordinated Universal Time (UTC) by a whole number of hours (UTC−12 to UTC+12). - Based on Greenwich Mean Time (GMT)[citation needed], the mean solar time at longitude 0° (the Prime Meridian).
Time Line UTC
-12 -11 -10 -9 -8 -7 -6 +6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
0
+1
+2
+3
+4
+5
+12
The Philippine Standard Time (PHT) - Is the official name for the time in the Philippines. - Geographically, the Philippines lies within 116°40′ and 126°34′ east of the Prime Meridian, and is physically located within the UTC+08:00 time zone. - The Philippines shares the same time zone with Hong Kong, Macau, Singapore, most parts of China, Taiwan, Malaysia, Brunei, central Indonesia, and Western Australia. Time Conversion of One Time Zone to Another - For easy conversion of time from one time zone to another, use the time line technique. - Example: it’s 9:00PM in Manila (UTC +8), what time is it in California (UTC -8)?
1. Plot the base time zone (UTC +8) on the time line. Do the same for the looked up time zone. ??? (PST )
9PM (PHT ) UTC
-12 -11 -10 -9 -8 -7 -6 +6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
0
+1
+2
+3
+4
+5
+12
2. From the base time zone, count an hour (minus if new time zone is -, plus if new time zone is +). 9PM 5AM 6AM 7AM 8AM 9AM 10AM 11A 12PM 1PM 2PM 3PM 4PM 5PM 6PM 7PM 8PM (PHT M ) UTC
-12 -11 -10 -9 -8 -7 -6 +6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
0
+1
+2
+3
+4
+5
+12
3. Therefore, if it is 9PM in Manila, Philippines (UTC +8), it is 5AM in California, USA (UTC -8).
Exercise: Answer what is asked. 1. What is the corresponding time in New York (UTC -5), if it is 11PM in Manila (UTC +8)? Answer by using the time line. 2. What is the corresponding time in Seoul (UTC -9), if it is 11PM in Manila (UTC +8)? Answer by using the time line. Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 10 Activity Title: Cultural Variables: Temperatures Objective: Manifest understanding on time zones. Concept Notes:
Date: Score:
Temperature - A temperature is an objective comparative measure of hot or cold. It is measured by a thermometer, which may work through the bulk behavior of a thermometric material, detection of thermal radiation, or particle kinetic energy. - The universal unit is in Celsius but USA is still using Fahrenheit. Converting Fahrenheit to Celsius C=
F - 32
5 9
Example. 100F = ____ C C=
100 32
C=
68
C=
340 9
C=
37.78
5 9 5 9
Exercises: Present the following Fahrenheit Temperatures into the Celsius scale. 1. 32F 2. 45F 3. 50F 4. 0F 5. -10F 6.
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 11 Activity Title: Currency Conversion Objective: Manifest understanding on currency conversion. Concept Notes:
Date: Score:
Currency - A currency (from Middle English: curraunt, "in circulation", from Latin: currens, -entis) in the most specific use of the word refers to money in any form when in actual use or circulation as a medium of exchange, especially circulating banknotes and coins. Common Currencies Country Philippines USA Mexico South Korea Japan Singapore Australia
Currency Philippine Peso US Dollars Mexican Peso Korean Won Japanese Yen Singaporean Dollar Australian Dollar
Symbol PHP USD MXP KRW JPY SGD AUD
Conversion Process 1. You must first look up the exchange rate of the base currency and the currency you want the base currency to be converted to. 2. Multiply the base currency with the currency you want the base currency to be converted to. Example: Current conversion rate between USD to PHP is 46.75PHP, how much is 4.00USD in PHP? Solution: Given: 1.00USD = 46.75PHP Find: 4.00USD = _____PHP
4.00US D
46.75PH P 1.00US D
=
187.00PH P
4.00USD = 187.00PHP Exercises: Answer what is asked. 1. Current KWR to PHP exchange rate is 0.45PHP, how much is 500.00KWR in PHP? 2. Current MXP to PHP exchange rate is 1.50PHP, how much is 1000.00MXP in PHP? 3. Current JPY to PHP exchange rate is 0.50PHP and the current SGD to PHP exchange rate is 11.00PHP, how much is 5000.00JPY in SGD?
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 12 Activity Title: The US Map Objective: Locate the different US states on the map. Concept Notes:
Date: Score:
The US Map - Country of North America, a federal republic of 50 states. Besides the 48 contiguous states that occupy the middle latitudes of the continent, the United States includes the state of Alaska, at the northwestern extreme of North America, and the island state of Hawaii, in the mid-Pacific Ocean. - The national capital is Washington, which is coextensive with the District of Columbia, the federal capital region created in 1790. Exercises: Label each of the blank space with its corresponding State Name and its abbreviation.
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 13 Date: Activity Title: US States and Cities Score: Objective: Identify the different states and its corresponding cities in the US. Concept Notes: US States and Cities STATE Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusett s Michigan Minnesota Mississippi Missouri
CAPITAL CITY
STATE Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont
CAPITAL CITY
Virginia Washington West Virginia Wisconsin Wyoming
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 14 Activity Title: The Internet Objective: Manifest understanding on the Internet. Concept Notes:
Date: Score:
Internet - The Internet is the largest computer network in the world, connecting millions of computers. A network is a group of two or more computer systems linked together. Two Main Types of Computer Networks 1. LAN (Local Area Network) A LAN is two or more connected computers sharing certain resources in a relatively small geographic location, often in the same building. Examples include home networks and office networks. 2. WAN (Wide Area Network) A WAN typically consists of two or more LANs. The computers are farther apart and are linked by telephone lines, dedicated telephone lines, or radio waves. The Internet is the largest Wide Area Network (WAN) in existence. Servers Versus Clients 1. Server A server is a computer that "serves" many different computers in a network by running specialized software and storing information. For example, webpages are stored on servers. 2. Client When you access a webpage, your computer is acting as a client. A client runs familiar software such as web browsers or email software, and it communicates with the server to get the information it requires. In order for your browser to display a webpage, it requests data from the server where the page is stored. The server processes the request, then sends the data to your browser, where it is displayed. The World Wide Web When most people think of the Internet, the first thing they think about is the World Wide Web. Nowadays, the terms "Internet" and "World Wide Web" are often used interchangeably—but they're actually not the same thing. - The Internet is the physical network of computers all over the world. - The World Wide Web is a virtual network of websites connected by hyperlinks (or "links"). Websites are stored on servers on the Internet, so the World Wide Web is a part of the Internet. URL To get to a webpage, you can type the URL (Uniform Resource Locator) into a browser. The URL, also known as the web address, tells the browser exactly where to find the page.
The World Wide Web was created in 1989 by Tim Berners-Lee, a software engineer. Before then, computers could communicate over the Internet, but there were no webpages.
Exercises. Answer what is asked. 1. What are the services offered by the Internet? 2. What are the positive and negative effects of Internet in terms of communication?
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
Activity Sheet in TLE 7/8 – ICT, Contact Center Services NC II (Exploratory)
Activity #: 15 Date: Activity Title: Browsers, Search Engines and Strategies Score: Objective: Manifest understanding on Browsers, Search Engines and Strategies. Concept Notes: Browsers - A web browser is the tool you use to access the World Wide Web. Search Engines - Search engines are specialized websites that help you find what you're looking for on the Web. All you have to do is type in one or more keywords, and the search engine will look for matching websites from all over the Web. Strategies in Searching Over Search Engines 1. Take suggestions. As you're typing your search terms, the search engine will try to guess what you're searching for, and it will show a list of search suggestions (which are similar to related searches, except they happen while you're typing). These can give you ideas for search terms that you may not have thought of. 2. Search phrases. Put quotes around a phrase so each word in the phrase isn't searched for separately. For example, if you put quotes around "sugar cookies", the search engine searches for that entire phrase in a webpage. However, if you simply type sugar cookies, the search engine searches for each of the words individually, and it will find recipes for other types of cookies that have sugar in the ingredients. 3. Exclude words. Use a hyphen (-) at the beginning of a word to exclude search results containing it. For example, macaroni -cheese. Note that there is a space before the hyphen, but not after it. In many search engines the word NOT (in all caps) is used, as in macaroni NOT cheese. 4. Use OR. You can use OR (all caps) to include either of two search words. For example, soup recipe tofu OR fish should return recipes for soup that contain tofu or fish (or both). You could also search for soup recipe tofu OR fish OR chicken OR beef. 5. Get help. Go to your search engine's Help page for more tips.
Exercises. Perform search techniques to the following topics. 1. What is human blood? 2. What are the other different adobo recipes except the chicken adobo?
Mr. Fernando B. Enad Teacher I / ICT Coordinator San Agustin NHS – Sagbayan E
[email protected]. ph M +63.923.346.6665
