10-31. Volunteer to work for a shift at a help desk at your school’s computer center. Keep a…

10-31. Volunteer to work for a shift at a help desk at your school’s computer center. Keep a journal of your experiences. What kind of users did you have to deal with? What kinds of questions did you get? Do you think help desk work is easy or hard? What skills are needed by someone in this position?

10-32. Let’s say your professor has asked for your help with training a new secretary on how to prepare class notes for electronic distribution to class members. Your professor uses word processing software and an e-mail package to prepare and distribute the notes. Assume the secretary knows nothing about either pack- age. Prepare a user task guide that shows the secretary how to complete this task.