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English for

David Hill
Series editor David Bonamy

lTobs and

duts

Describinq tT-.etated iobs and dulios

Expressing frquency: adves


and time expressions

oflrequency

lT iobs and dut6s

Present simple questions

lT businesses and products

Rules: modalverbs and lhe imperative

lT oporalions

l\,,lodal verbs, how aboutlwhat about + -ing


and maybelperhaps for suggestions
I'm afaid fot disag{eeing

[,4eelings

Giving hardware speciticatios

Large and smal numbers

Hardware

Giving instruclionsfor using a GUI

Gvng instruclonsi imperalives, sofreners,

GUI components and

Describing diferent types of

Sentences wiih two obiects

Iultimedia

Exptaining OS installation

Exprcssng reason and purpose

OS installalion

Describing browser problems

Presnt simple vs, presenl contnuous


Stative verbs

lniernet

Business mallers p. 'lf

System
specfctons p. 12
GUI operaton6 p.14

Multimeda
16

hardware p.
Operatng

mut media

systems

p.18
8usness matterc

p. 19

Internel browsing

p.20

Web pages

Nelworks

p.

22

:
Moble computing

notworklns

con:::ts

?efinn:
Explaining advantages of mobile
dvices

Zero and frst conditionals

Specifying nformation about emails

Definit and ndefinite articls

Nelworks
I\/obile computng

Busness matters p. 27
Spraadsheets and
formulae p.28
Databases

p.

Talking about past

30

actions

Descbinq how to use databases

Systems

administraliontasks

*+n"j'"I *

Explaining how problem occurred


p. 35

Past smpte

By +

-ng

Explaining sequences of systems

adminislrationp.32

Buslness metters

Spreadshets and formulae

Databases
Systems admin jslration

Pasl continuous and past simple

Peripherals and tools

Partnt

P..t*
Audio

II

Compadng products
T

costs

p. 38

Discussing lT

Compalatives and

c.sts

Talking about

website hostig

money

Askng polite queslions: indrct

Rsearchng products

Ploducl rcsearch
p.40

superlalives

ltems and costs

qustions

Pficing models and leatures

Rscomending products

Makinq

recommendalions

p.42

Buslness matterc

p.

43
Enterprise social media

E.commerco p.48

Giving meanngs of

e"comtnerce

Giviag lhe meanig ot technical words

concepts
Tialnng U3er3 p. 50

Processing requesls for training

.:*r:

requests: indirect question, can

Business mattfs p.51


Requramots
analysis p. 52

Describing soflware

Webslle d6sgn and


archiiectrE p. 54

Talking

aboi

rcquirements

wobsiie

architeclure ,

Usr requirements: srou/d. have to, ned


to, want + objecl + inlinitive
The passive

Proect
management i. 58
Busnss matters

Inv6stigators

Solutions

p.

p.

59

p. 60

64

Proposing possiblo solutions: sl,otrld/


sh ld n't, ightt tty +.ounl ing

Prcposing solutons

!
:

Your lulure in

p.ffi

lf

Talking about your oarer n


l

Business mallrs

g-tster files: Sludent A

nrtsEr fles: Student

Ho

script p.72

p.

p. 68

B p. 69

67

lf

Systems analysis

IT jobs and duties


Speaking

Work in pairs or small groups. Discuss these questions.


1 How do you use IT? Think about work, study and fun.
2 What devices do you use?
3 What software do you use?

Listening

Listen to six people introducing themselves. What jobs do they do?


Complete the sentences. fhen comparc answers with a partner.

databaseadministrator helpdesksupervisor projectmanager


software

developer

support

technician

systems analyst

iffi$r1-ffi

5l
,:

Maria is a

3 Freddy is a

-.

4 Hana is a

-.

5Timisa

6 Sophie is a

Listen again. Complete these collocations.

wile softuore

I
2
3
4
5

6 diagnose

supervise

design

have

be

8 maintain
9 write

responsible IT proiects
look
- computers
install
-

for software

Work in pairs or small groups. Underline the stressed-syllables in the collocations


- to track 02 again and check your answers.
- Then practise safng the
n 3. Listen
- with the correcI slress.
collocalions

Pronuncation

Work in pairs. How many new collocations can you make with the verbs in

Vocabulary

3?

be responsible for a department

Work in pairs. What does each person in 2 do in their !ob? Use the collocations
in 3.
An IT prqiect manager is responsible for IT projecB.

Speaking

Work in small groups. List any other IT jobs you can think of. What do people in
these iobs do? Which jobs would,/wouldn't you like to do? Why?

jt

f ir.ii:,t Listen to an tT employee telling his new manager about his job.
do you think his job is?

Lstenng

Listen again. Tick

1
2
3
4
5
6

E
E
E
tr
E
E

what

the things that usually happen.

Robert checks emails.


Robert has emails waiting for him.
Robert sits people at their desksSales peopte have problems.
Robert attends meetings.
Robert sits other companies.

Listen again. Wdte these pfuases in the correct place in the sentences in 9.
from tme to

iime

occasionally

generally

hardly ever

normally

usually

Language

Exprssing frcquency
Adverbs of frequen cy (usually, sometimes, hadly
ever, etc.) normally go before the man verb. Some
adverbs (e.9. somet,;ryles, occasonally, nomallyl can
also go at the beginning or end of a sentence.

Time expressions (once a week, from time to time,


all the tme, etc.) go al the beginning or end of the
senlence.

Speakng

'

Zata almost always checks het emal rst thng in the


moming.
I have to call a suppott techncan occasionally.
Pawel takes training couses two or llrree times a year.

Work in pairs. Choose a job from 2. Then take tums to interview your partner
about his,&er job.
Tell me obout your current job. What are your duties? How often do you ...?

IT organisations
Work in pairs. Choose a technology company and list activities the company

Speaking

caries out.
Vocabulary

,'

Read the company profiles and find words that match these deFnitions.

I
2
3
4
5

things a company sells (Futachiba)


using software that runs and stores information on the internet (lBGroup)

6
7

customers (lBGroup)
start selling a new product (Digital World)

a company or companies that sell things (Futachiba)


companies that make things to sell (Futachiba)

factories (Fulachiba)

Futachiba
Futachiba is a leading intemational provider of computer hardware.
The company is among the top five suppliers intemationally of servers
and among the top ten manufacturers of laptop computers. We haye

production facilities in six countries and we sell our products to almost


every country in the world. With seNice centres in all our major
markets, we provide a very high level of customer service.

]UUIU-

We are a fast-growing private company that supplies cloud

computng services internationally. Our products include online


ofice applcatons such as word processng, spreadsheet,
presentation and datatlase programs, whch people can use on
the internet any$/here and at any time. Our clients nclude major
corporations, as well as many small and medium-sized companies.

Digital World
At DgitalWorld we proudly design the most popular games in the world! We are
excited every day by the great feedback we get from our favourte people: our
game-playng customers. You can play our award-winning games on all the major
computer operating sysiems, including Windows and Mac OS. Many of them are
also available for Apple iOS and Android. Our wonderful staf started developing
games n 2005 and continue to work on new, highly entertaining products. We
expect to launch the next version of our biggest game, ,1/ar offhe Surs, next monih.

Reading

Read the company profiles in 2 again and answer these questions. Then
compare answers with a partner.

Which company or companies:

1
2
3
4
5

si1.l..''lif.'

;,','

is getting bigger?

develops software? _,
_
makes things in more than one country?
has a new product to launch? _
sells software for use on the internet?

Work in pairs. Underline ve tlTes of software in the company profiles in 2. Then


think of examples of each. What might people use them for?

Speaking 5 Work in small groups. Think of real

IT organisations such as Apple and Google.

Which would you prefer to work for? Why?

Listening 6

ffi

Work in pairs. Complete this conversation between two people from


different IT companies using the words in brackets. Then listen and check
yout answers.

A:

So (1)

(your company)?

B: Well, we mostly develop apps for Apple and


Android deces

A: And (2)
B:

iPhones, that kind of thing.

(your

customers)?
Mm ... they could be anyone, really. For example,
many are companies, wanting an app to show
their products. We also do a lot of work for
educational organisations. They often want apps to

help people learn something.

A:

(3)

(produce any

hardware)?
No, that's a very different neld. All our products are software. But we do work
closely with hardware manufacturers to make sure our software works well.
(future plans)?
A: And (4)
B: Good question! We have a product launch tomorrow night.
(5)
(wanVcome)?

Speaking

What is a product launch? Why are product launches a good idea? Which
companies hold big product launches? What kind of events do they hold?

Language
Pqnt simple questons

_.1

To form

present simple questions, we use doldoes +


subject + main verb.
lf there is a question word in the question (wo, wha,
when, how, elc.l, it always comes at the beginnng.

Does ths software wotk on iPhones?


How often do you update the software?

For yes/No questions (questions we can answer with

Do you work wth sma companies? (v)

'yes'or'no'), we use rsing (z) intonation.


For questions that begin with a question word, we use
faling (:l) intonation.

Pronuncaton

How do I use ths software?

l!)

Listen to track 04 again. Mark the intonation on the questions as rising (z) or
(t). Then practise safng the questions with a partner

falling

Writing ?

You are preparing a magazine article about local IT companies. Write at least six

questions for a questionnaire to find out what each company does,

Speaking

'lil

-l-!

Think of answers to the questionnaire in I for a company you know or an


imaginary company. Then work in pairs. Take turns to ask and answer the
questions in your queslionnaire. Repeat with a new partner
Work in groups. Choose a company from 2 each. Take turns to ask questions
to find out which company each student in your group has chosen. Use
appropriate intonation.

IT workplace rules
Speaking

Work in pairs or small groups. Look at these signs. What are the rules?

Do you have any of the rules in I in your workplace or college? Do you think they
are good rules or bad rules? Why?

Vocabulary 3 Read the memo and flnd words that match these definitions. Then compare
answers wit}l a partrler.

I
2
3
4
5
6
7
8

person in charge of lT

keeping somelhing safe


informaon such as numbers and details about people
a secret word that you ?e into a computer before you can use it
-a group of connected computers
hang only letters ard numbers
letters, numbers, punctuation marks, etc.
people you work with

FROM: Chief lnformation Officer


TO: All staff

XBM Digital

DAfE: 16 June

SUBJECI lT security
As you know, many new staff have joined us at XBM Dgital recently, so now is a good tme for a reminder about

some of our rules. Security is important, and these rules will help us to keep our IT systems and data secure.
Firstly, passwords are mportant for keepng the network secure. Don't use common words or numbers as
passwords, such as birthdays or names of your children. Passwords must be alphanumeric and be at least eight
characters long. You need to change your password every month or more frequently. Also, you should not share
it with anyone, including your colleagues.

Language

Read the memo in 3 again and underline the words used to express rules.

We use musf, mustn'f and haye to to show strong


obligation and to express rules.
We can also use should, shouldn't, can't and need to
to talk about rules.

Passwords zrusf be at least eght characters long.


I have to go to the canteen to eat! I can't even have an

We also use imperatives to give rules. Use them


carefully because they can sound impolite.

Keep your password secret.


Don't share your passwotd wth othet people.

apple at my deskl

Speaking :' Work in pairs or small groups. Write workplace rules for some of these activities.
Then compare answers with another pair or group. What reasons can you think
of for each rule?

Listening

i:.

. installing new software


. connecting personal deces to company computers
. playing computer garnes
. using social networking sites such as Facebook
. using mobile phones
. switching off your computer at night
. downloading nles
. streaming music or deo
ISI*H litt." t" two people talking about workplace rules and complete this
table. Then compare answers with a partner.

Lateefa

tey

,/

lvan

Ask a technician to install software.

x
How does Lateefa feel about the
rules in her workplace? How can
you tell? Do you think she lkes her
manager? WhyAVhy not?

Speaking

i';

Work in pairs. Student A, look at the information on this page. Student B, look at
the information on page 69. Follow the instrucons.
Student A

Student B is a new employee in your company. Explain these IT


rules to hirn/her
use company equipment for personal reasons (

.
.
.
.

install software X

worlace

change password frequently


use Facebook,x
Swap roles. You are a new employee. Listen to Student B explain some IT
workplace rules.

Work in small groups. Write a list of the technology-related rules in your


workplace or place of study. Then compare your list with another group. Which
rules would you like to change? Why?

writing

i";

Imagine you are a computer room technician in a college. Write a list of rules for
the wall of your computer room,

Meetings
Speakng

Work in small groups. Discuss these questions.

1
2

What happens in a work meeting?


Talk about a meeting you've been to. What happened?

Vocabulary 2 Work in pairs or small groups. What are the following? Why are they useful?

Listening 3

. chairperson
. minutes
. deoconference
. agenda
. teleconference
ffiffi Read this agenda. Then listen to a teleconference in a company that
has small offices in different cities and answer the questions. Compare answers

in pairs or small groups.

Agenda
In attendance: Juliette, ChiefAccountant, Chairperson, head oflice;
Fred, Omce Manager, local office; Ulrik, IT Support Officer, local oflice
Items:
1

I
2

replacing old computers

2 cost of new fumiture

What suggestion did Fred mate?


What is the problem with that

suggestion?

What is the problem with that?


What was Ulrik's suggestion?
Whose suggestion was chosen?

What was Fred's next suggestion?


Language

suggestiona, agreeing and dsagreeing


We can use the modal verbs
suggestons.

sal

and could to make

We

could buy new computers.

We can also use how aboutlwhat about + -ing to


make a suggestion,

How about hiring a new technician?

We can use maybelpelraps to soften a suggestion and

Maybe we could upgrade the server.


There's a problem wth that dea,l,m airaid.We're
cutting costs at the moment.

l'rn alraid lo polilely disagree. It's usually polite to give a


reason if you disagree.

4 Look

at the audio script for track 06 on pages 72-73 and underline the phrases
that make responses more polite.

Speaking Work in pairs. Think

of four suggestions similar to those in the teleconference in

3 and take turns to make and respond to the suggestions.

Student A, look at the informaton on this page. Student B, look at the


information on page 69. Follow the instructions.

Student A
You are an operations manager. Student B is an IT support technician. Roleplay a
meeting about replacing old equipment. Follow these steps:

I
2
3
4
5

10

Introduce yourself, then listen to Student B's self-introduction.


Listen to Student B explaining ttre problem and making a suggestion.
Explain that there isn't much money. Suggest buying tablets instead.
Listen to Student B's response.
Make a decision and explain it.

Business matters
Reading

Complete the company description and job advertisement


box. Then compare answers with a pafiner

wi

the words in the

clent diagnosing from time to time installng


launched maintaining provde service centres
spreadsheet and

database

supples

oo,t-

home , aboutus i vacancies icandidatesj.\ticlients . news/blogi csr

."rorr.", , .ont".t u,

Our company and what we do


PDS (Pacific Digtal Solutions Limited) is an internatonal technology company which (l)
,
software, training and support services. We employ over 6,000 people across 27 (2)
excellent customer servce.
servinS clients in 46 countries. Clients tell us that we (3)
applications.We have recently (5)
Our products include office software such as (4)
(6)
companies to work
consulting
services
help
range
of
cloud
computng
servces.
Our
a
more efflciently and to make more moneWe provide advice on which systems to buy and how to set
them up.We can even carry out the installation for clients if they request this.

Technical officer
Tred of staying ndoors all dayl Want to travel as part of your job and meet different people every dayt
Then we have an excellent job for you! PDS serves clients all around the world. Our Sydney office
requires three people to look after our customers across Australia.
To apply for this job, you must have:
. a Dploma of Computer Servicng,

. experience in (7). a full driving licence.

operating systems, (8)

comPuters and

(9)-

problems.

You should also have:

.
.

a willingness
a

to work evenings and weekends (10)

friendly personality and good customer serYice sklls.

Salary and benefits on application.

ln

Writing
YA

Work in pairs. Roleplay an interview for the job in 1. Student A, you are the
interyiewee. Prepare to answer questions about the iob and company. Student B,
you are the interviewer. Prepare some questions to ask Student A. Roleplay the
interview. Then swap roles and repeat the activity.

Speakng

.''

Look again at the company description and job advertisement in l. Which one of
these patterns do they follow?
I a mixture of general and detailed information throughout
2 general information first and more detailed information later
3 more detailed information first and more general information later
4 only detailed information
Write a job advertisement for an IT job you would like or your current IT job. Use
the pattern you identified in 3.
11

System specifications
Speaking

Vocabulary

Work in small groups. What is the difference between peripherals and internal
hardware? Name as many of each as you can. Can you install any?
Are these items rrternol components (l), peripherals (P) or storage (S)? For some
items, there may be more than one possible answer

I
2
3
4
5
6
Lstening
graphcs card =
video card
CPU = processor

extemal drive
hard disk drive-

headphones
optical drive

7 mouse
8 memory9 monitor
I0 power supply
- unit
1l printer
-

keyboard
solid state-drive

l2

screen

Listen to a technician describing the motherboard to a new [rainee.


Match these words to A*G in the photo below

2
3

audio socket
CPU socket
DIMM slot

4
5
6

Ethernet connector
graphics card socket
SATA srcket

USB port

Language
Large and small numbers
For decmal values, we say'point'for the decimal point
and pronounce the next numbers individually. We don,t
always mention the 0 to the left of the decimal point for
values less than 1.

It's 0.54 mllmetrcs long. ('nought point five foui or


'point five four; NOT'nought point iiftyjour')

To express large and small numbers, we often use

a 3.6-kilobyte fle

prefxes. For example, k/o- means '1,OO0l The main


stress is on the first syllable of the prefix.

12

t4atch the prefixes n the bo). to these numbers.

dual- giga- kloquad- tra-

l
2
Pronunciation

1,000,000,000,000
1,000,000,000

mtcro-

mega-

nano-

mill-

71 ,000,000

3
4

1,000,000

0.000000001

0.000001

84
92

1,000

5 EtrEE

Listen and underline the stressed


practise saying the words with a partner.
I a dual-core processor
5
2 a quad-speed Blu-ray drive
6
3 a 3.s-millimetre socket
7

4 a micrometre
Lstenng 6 ffi."f, Listen to an IT manager

syllables in these words. Then

l8 nanometres
a 26-kilobfle file
2.4 lJ].ega}].ef.z
4 terabytes

and assistant talking about a probtem with a


delivery of new computers. Correct this delivery slip to show what was ordered.

Order for: vrrood Pubtishing


5 x Expression 5710 laptop computers with the
follovring specifl cations :
. Entel 4.75 GHz dua,1'core CPU

.1X59OGBSDD

.
.
.

8 GB dua,1-cha.nnel DDF,B 1666 MHz ,AM


La.d.eon

5850

1 GB graphics ca,rd

No optica.l d-rive

15.6-inch rfLED 1920 x 1O8O screen


.4xUSBports
. No opeatig system instared
. I yeax next busiess day on-site

10 x Domination 8780
desHop computers
. Ente13.4 GtIz quad-core CPU
. 1 x Eastertr Digita,l e TB ?AOO rpm SATA HDD
. 16 GB AOOO MHz memory
. Ladeon 7950 2 GB graphics ca,d
. 6 x Blu-ray combo optica,l ddve (Blu-ray,
DVD+/-Ii,W & CD)

.4xUSBpofts
. 8OA. 1In T,\ILA.I\I vi-fl mini cad
. No operating system insts,lled

. I year nexL business

service

Speaking

day on-siie seflrice

Work in pairs. Roleplay the conversation the IT manager in

will have with the

supplie Dingle Digital.


Hi, tae ordered some nelo compute$ from you but the order is uron*. We
ordered laptops ith ... but they came uith ...

Work in pairs. Write some specifications for a computer Then ask and answer
questions about your partner's computer Think about these things:

.
.

processor speed

memory

.
.

hard drive size


screen resolution

A: Hou fast is the processor?


B: It's 2.4 megahertz.

Work in pairs. Suggest specifications for computers for these people. Then
compare your answers with another pair
I computers for administration staff
2 a computer for a designer
3 a server for a small business
4 a computer for a sales person
I don't think admin staff need a fast processor. They only need it for uord
processng and email. What obout a tuo-giSahertz processor?

GUI operations
1

Speaking
GlJl = graphical
user interface

Work in pairs. Look at the screenshot in 2. What different things can you do to
a window?
You can resize it.

Vocabulary

Match these words to A-L in the screenshot below.

I
2
3
4

scroll bar
menu
'Minimise'
- bulton
'Maximise' button -

fz
/
L

d,,

vkN

/O''n-

.-.,

oncq,o,p

title bar
icon
folderfilename
-

9 lefthand pane

'10
'I

check
- box
12 radio button-

tab

s"* "i",

lv,d.o'

5
6
7
8

N.w os i s

(c,

PM

8M.dr

APprrr,

nrns

1tu7 fe

ocr(,4.dr

O Q,crqooie.
& QukkSootDldll

v.Ldt

Rflol. ssE Mcmr h

-10

rhE

Mp

Tld,,*d".

qd. a ods,

rh !p..ry ntE

@ec@

.o,

,:l Aor

.ffi.dbnriM sia!

FmE

o.ddop

M @m.d

r d.d

rhr.@s

r..) Ool

to

-l

0.s*@)

Mnho

$r,vffi d

Alor cdF
D.Cdop

--1'

,//

d{y fi @frptle ffihq FdM


h Nfl.,{ L.vd Ar01!*.&o (iic *cG)

f--!i'-l [.,'"-l'+,r.

A()AB\11

t.
r.

oNoFFChxg.
SMAR6

q8.ot

14

Work in pairs. Match actions l-7 to their results a-g.


I Double click on the title bar
a) to open a new menu.
2 Click on a menu
b) and the window fills the screen.
3 Right-click on an icon
c) if you want to move the window.
4 Slide the scrollbar down
d) to hide the window.
5 Click the 'Minimise' button
e) to scroll the window down.
6 Drag the title bar
0 to open it.
7 Select the icon
g) and its background changes colour

Listening

4 !ffi

Listen to a help desk technician talking to an tT user.


is the technician looking for?

what information

Listen again. Number the instruclions in the order you hear them.

fl

Choose 'Properties' fuom the


Just select 'Manage'.
Select 'lnstall date'.

menu.

Choose the 'Details' tab.


Just right-click where it says 'Disk 0'.
Can you scroll up to the top?

Language

insiructions
We often use imperatves to give instructions. We use
'softeners'such as could you, can you and ust lo
make the instructions sound more polite.

Drag the wndow to the left.


Could you just double click on the botton con?

We use sequencers (e.9. litst, then, next, aftet that,


f,l?a//y) to show the order of the steps.

Fitst,iust clck on the'Staft' bufton.Then select'Shut


down' n the boftom rght corner

Look at the instructions in 5. Underline the imperatives. What softeners does the
speaher use?

Speaking 7 Work in pairs. Take tuns being an [T help desk technician and an

IT user. Use

these prompts to explain to your partner how to follow the steps for each action.

'Control Panel' - 'System and Security' heading


under 'System': 'View amount of RAM and processor speed'

'Stalt'button

A:

First, could you click on

B:

Sure.
Then select'Control Panel'. A box

A:
B:
A:

the 'Stort' button?

ill appear.

OK.

Click uhere

it says'System and Security', then'Veu amount of RAM and

proce ssor speed', under'Sy ste m'.

B:

Cot it! Thanhs Dery much.

I
2

'Stan' button * Mozilla Firefox - double clicMitle bar


right-click on'c:'drive - 'Properties' - 'Sharing' tab - Advanced Sharing' *
'Share this folder' check box - 'OK' - 'Close'
press 'Start' key and 'E' key to open Windows Explorer -' 'Uninstall or change
a program' at top + find 'r\nki' * right-click - select 'Uninstall'
frnd clock on bottom dght of screen -' right-click it * Adjust date/time' in
pop-up menu + 'Change time zone' 5u1s *'(UTC+09.00) Osaka, Sapporo,
Too' in drop-dovr.n menu i 'OK' + 'OK'
'Start'button - 'Control Panel' - Appearance and Personalization' heading -
'Display' heading - 'Magnifier tool' link

3
4
5

Work in pairs. Take turns to explain these actions. Look at the prompts in
use your own ideas.

or

how to close a progtam


First, go to the 'File' menu. Then click'Exit'. Or clich the 'x' in the top rqht-hond

corner of the uindou.


how to open a
how to save a

t
2

Writing

program
file

3
4

how to change a program's settings


how to delete a file

Write an email s\plaining the steps for one of the actions in

7.

15

Multimedia hardware
Speaking

^l

Work in pairs or small groups. Answer these questions.

1
2
3

What do you use computers for? List as many uses as you can.

Which items on your list ftom question I use the items in the box?
Which other computer tasks use the items in the box?

audio

Vocabulary

graphics

images

Label the photos with the multimedia equipment in the box.

headphones microphone
virtual reality

Reading 4

goggles

projector

speakers

vdeo camera

webcam

7_

Speakng

video

Work in pairs. Who might use each of the items in


them fol?

2?

What might they use

Read this email quickly. What does Kamal want to do?

Hi Kamal,
It should be quite easy to connect your laptop to a projector. First, check that both the
laptop and the projector are off. Then connect the projector cable to the laptop: just plug t
into the video socket. Most laptops have one, usually at the back or side. After that, insert
the projector's power cable nto a power sockel and turn on the computer and the projector.
Next, the computer has to find out the projector's resolution: press the 'Function, key (,Fn,)
on the laptop and, at the same time, press the key with a picture of a screen on it, The 'Fn'
key is usually on the bottom left, near the'Shft'key, and the key with the screen pcture on
it is usually on the top row of keys, on the left.

Don't forget to swtch otf the equipment and unplug the projector trom the computer
when you've fnished.
Best wishes,
Natasha
16

Vocabulary

.:'

Match words 1-8 from the email in 4 to words a*h with a similar meaning.

I
2
3
4
5
6
7
8
fi

a) push
b) put (into)

cable

plug (into)
insert
power socket
turn on

c) connect
d) connector
e) turn off

press

f)

unplug
switch off

g)
h)

electricity socket
switch on
disconnect

Complete these prepositional verbs.

1 connect
2 plugLanguaqe

unplug
disconnect

Sentences with two obects

a
of

Some sentences have two obects. We often use


preposition between the two objects (verb + object
verb + preposition + object of preposition).

I I unplugged the cable frcm the computer.


lnsert the plug into the socket.

Read the email in 4 again and complete these instructions. Use two objects
where appropdate.

Swilch off the computer and the projector.

I
2
3

Plug

tush

When finished, turn


Disconnect

Plug

Switch

Writing ".:r Work in pairs. Read the

email in 4 again and mark the features below. What


other forms of greengs and signing off can you think oP

the greeting

a paragraph

signing off

Write an email explaining how to transfer photographs from a digital camera to


a computer. Give instructions for the steps below. Include the features from 8 in
your email.

.
.
.

.
.

card reader r computer


open software
select card reader/drop down menu

select destination folder


'OK' button

ET

E@
ffiE

)r.

l
i

t7

Operating systems
Beading

Work in pairs. Put these steps in reinstalling an operating system in the


correct order.

n During the process, the computer will restart by itself several times.
! Near the end of the process, you can partition the hard drives.
n In the SIOS, set the first boot drive to DVD. Then reboot again.
I At the end of the process, the operating system will ask for the product key,
I
E

I
n
Vocabulary

ij

time, date, network pe and details for user accounts.


First, put the installation DVD into the optical drive. Then reboot the computer
while you press the 'F2' key. The BIOS will now start.
This time, the computer will boot from the DVD and installation will begin.
Before you start, back up ever],thing.
Near the stat of the process, it will ask you to agree to the licence terms.

Find words in

I that match these denitions.

l0

sofhare built into a computer that controls how it starts up


the drive that the computer reads first when starting up
software comes with this to show you are the owner _
settings for a user _
switch a computer off and on again _
a sefies ofactions to do something
copy data to another place so that you don't lose it _
rules about how you can use software _

purpose: I

Why should t update my OS?


I For the new teatures.
I So that you can use the new eatures.
I To use the new features.
I Because it has new featurcs.

Work in pairs or small groups. Match 1-6 to a-f. Then complete the gaps with
because, so, to or for to make sentences.
1

2
3

Back up everything
Put the D\D in the drive
Press 'F2' while rebooting the

computer
During the installation process,
the computer will ask you
some questions
You might want to partition the
hard drive
Change the boot drive to the
optical drive

a)
b)
c)

enter the BIOS.


that the computer restarts
from the operating system DVD.
use the different patitions for
different purposes.

d)

safety.

e)

that the process can stat.


f) it needs to know some
-informaon, such as where you are.
-

Speaking 1.'i Work in pairs. Student A, you are an IT technician. Student B, you are an IT user.
Ask and answer questions using l-6 in 3 as prompts. Give different reasons from
those in 3. Then swap roles and repeat the activity.

18

t(
p

p
f(

s
U

Expressing reason and purpose

.l

rf

Language

.
phrase
.
clause
. to-infinitive
. because + clause

start again

We can use these forms to express reason and


fol + noun
so that +

to

2 split a hard drive into parts that act like separate drives

3
4
5
6
7
8
9

Business matters
I

Reading 2

Work in small groups. What do you know about open source software? How is
it different from prop etary software? Think about cost, who u,,rites it and how
much people use it.
Read this web article and check your answers in

'1.

ter
With open source software, what do people think
about fEt? Money, usually, because open source
software is free. But this isn't the only important thng.
First, there is freedom from the sottware vendors.
Organisations say that freedom is the number one
reason to choose open source software. Wth open
source softvvare, an organisation doesn't have
to follow the software vendor's decisions. With
proprietary software the vendor controls software
updates. For example, users can't add features to
proprietary software themselves but they can add
features to open source software.
Also, with open source software companies have
more control of their data. Propretary software often
stores data in special ways that only the vendor
understands. So, when a company wants to change

Listening 3

Speaking 4

to another vendor's sottware, moving the data to


the new software can be very difficult. Open source
software s different; open source software vendors
explain their data clearly and openly so that they
are not a secret. Because of this, moving data isn't
a problem.
Sometimes people worry about open source
operating systems. They think that their favourite
software won't run on open source operatng
systems. Howevel ths sn't true because there is a
lot of otfice software, such as word processors and
spreadsheets, for open source operating systems. ln
fact, there are many kinds of this software and they
work well. lt is only special areas, such as graphics
design, where proprietary software is clearly btter.

fiffiffi

Listen to a spokesperson for a major operating system company giving


a speech: 'Why open source is a bad idea'. What reasons does the speaker give
to use proprietary sofhr'are? Make a list.

Use the article in 2 to make a list of reasons to use open source sofhare. Then

work in pairs. Give reasons for your answers and discuss any differences.

Work in small groups. You are technicians in an advedising company. You look
after operating systems and software. Look at this email from your manager and
decide whether to use an open source OS, a proprietary OS or some of each.
Then explain your decision to the class.

for
H Peter,

We need to replace the computers in our administraton office and our desgn office.
The administration staff are using old computers that need updating. The design
staff need to keep the software they are currently using (e.9. Photoshop).
What are your recommendations for operating systems? Please let me know.
l\ilany thanks,

Yuriko

ser.

rom

Writing

Write an email to your manager giving your recommendations. Use the


Language box on page 18 and the information about writing emails on page

17.
19

,P-n

la

l"

ls

1",

In

Internet browsing
Speaking

Work in pairs. Discuss these questions.

I
2
3

Which websites do you sit most often?


Which browsers do you use? Which is your favourite? Why?
What kind(s) of dece(s) do you use to access the intemet?

Vocabulary 2 Match
UFIL (unitorm resource

locator) = web address


favourites = bookmarks

I
2
3

these words to A-F in the screenshot of a browser below.

4 tab _
5 link6 'refresh'button

web address
bookmarks bar
'back' button

Match verbs l+ to nouns a-h to make collocations for things you can do on the
internet. For some items, there may be more than one possible answer.

1
2
3
4
5
6
7
8

follow
take part in

sheam
update
post
dolrmload
browse
enter

a) deo
b) a password
c) your status
d) a webinar
e) photos

f)

web pages

g) a comment
h) a link

Speaking 4 Work in pairs. What do you do on the intemet?

Tell your partner. Use the

collocations in 3.

Listening 5

EEE Listen to an admin assistant telephoning an IT specialist about a new


browser Does the IT specialist solve his problem? What does the admin assistant
like about the new browser?
Listen again. What three things does the admin assistant need help with?

20

fonr

slas

Language

!e!Er

simple vs present continuous, stative verbs

We use ihe prcsent smple lo talk about something we


do regularly. We use the preser continuous to talk
about an acton happening no/ or a temporary stuaton.

Stative verbs (e.9. /lke , know, understand, describe

work n an lT Depalment.Ths week I'm managng


the department because my managet is away.
know how to use HTML

states rather than actons. We donl usually use the


present contnuous with stative verbs.

Underline the present simple and circle e present continuous verbs in these
sentences from 5. Why did the speaker use the tense in each case?

I
2

I'm hang trouble with the new browser we're using on our

PCs.

I understand that now. But something else is confusing me.

Complete this telephone conversation between an IT help desk assistant and


an employee. Use the correct present simple or present continuous form of the
verbs in the box.

check know
A:
B:

A:

-F

Speaking

(2)

- streaming/usually no problerr/now not work


problem: deo
solution: internet cormection problem/check the connection
problem: website images/usually all appear/now no pictures
solution: leave Automatically load images' unchecked
problem: often sit this website/now error message
solution: enter'www' in the web address, not'wwww'

ffiffi

Listur, to part of a telephone conversation. Complete l-5 with the


correct sj,rnbols from the web addess e speaker dictates.

3
4

It

There's a problem with this browser. I usually just (l)


my user ID
and password and a new window
But it (3)
now!
OK, I think I (4)
what the problem is. hobably your pop-up blocker
is on.
Hmm ... l (5)
it now. Yep, you're right. It's OK now. Thanks!

rr.r,rw.d-o-socialwork. govae/schools_2.lLm\?
I dash
slash
underscore
2 dot -

forward slash =
slash = gtroke

type

he

work open

Roleplay telephone conversations for these situations. Take turns being the IT
help desk assistant and the caller. Use the conversation in 8 as a model.

tistening 10

not

ff&I- Li"ten to part of a telephone conversation.

question mark

Which web address does

the spealer dictate?

I
2
3
'!
Speaking 2

www.agamy.cory'searchesults_78.aspx?p
wa\.av.agamy.com/searcVresulls/78.aspx-p
www.agamy.co[y'search,/results_78.aspx-p

Work in pairs. StudentA, took at the information on page 68. Student B, look at
the information on page 70. Follow the instructions.

itant

21

Networks
Speaking 'l
PIN = personal
identificaton
number

Reading 2

Work in pairs. Ask and answer these questions.


I What computing deces do you use in your daily life (e.g. ATMs)?
2 Do you think they are on a network? Is it wired or wireless?
3 Ae these deces secure? What security features do they have (e.g. a ptN)?

(l-3) to these points.


a) tlpes of software and deces on networks
b) the main tlpes o[ networks
- in networks-_
c) the arrangements of computers
Read this web page. Match the paragraphs

R{

Wl'at is a netwsrk!
Wlat
networkl

other cable which is called a bus, and each computer is I


are
linked to it. Some large networks use a mesh. ln this, J
n common use. ln LocalArea Networks (LANS)
each computer is lnked to several others. This has
f
computers are close together - perhaps in the same one bg advantaget one connection breaks, the data
5 building. They might be connected directly to each 20 can use olher connectons. Therefore, it is difficult to
other by cable or through a wireless network such as break a mesh network.
t
wi-fi. ln contrast, wide area networks (wANs) cover
Many networks work on a client-server system. ln
a larger area and usually use telephone lnes or a
this, servers are special computers that store data, i
moble phone system to connect. A LAN can be a
serve websites and have other smlar functions.
ro part of a WAN
25 cnerally, a client program wil ask the server for
There are different types of wred networks. One is a
data and the server will then send the data back
star system. ln this, each computer (or other device) to the client. For example, when you type a web
t
is @nnected to a central server. Another type is a ring address into a browser, the browser (the client) will
I
system. This s a network that has each computer ask the server for a web page, which then sends the
I
15 lnked to two others. ln a bus system lhere is a central 30 webpage back.
A nelwork is a group of linked computers or
devices. There are two knds of networks that

P
E

E
E
E

Read the web page in 2 again. What do these words refe to?
They (line 5) cornpaters
One (line I l)
it (line 17)
this (line 12)
this (line l7)
Another type (line 13)
This (line 18)

'l
2
3

4
5
6

Read the text in 2 again and label these tlpes of network.

4_

22

t:

Speakng

Work in pairs. Use the information in the web page n 2 to answer these questions.

I
2
\)l

Do you think these use a LAN or a WAN?


home network
b) ATMs

a)

c)

computerc in police cars

Which of these types of software are usually clients?


a) word processor (not web-based)
d) presentation software (e.g.
b) web browser
PowerPoint)

c)

email program

e)

instant messaging software

Language
Relative clauses

?
rll

Bi
FI

We can use relatve clauses as part of a defnition, to


give important information about something or someone
(e.9. to explan the function of something or to say who
does something). We use the relative pronouns which/
#,at for things and wholthat or people.

She's the percon wholthat looks aftet netwotks.


The nternet B a netwotk whichlthat covers the world.

Underline the relative pronouns in the web page in 2. Then draw an afiow to the

word each pronoun refers to.


rta

Work in pairs. Take turns to explain items 1-6 from Units l-3 to your partner. Use
the nouns and verbs in the box and relatiye pronouns. Then choose some more
words from Units l-3 to explain.

Speakng

cable/links chip/controls networlduses

part of a browser/helps

(perpheral)devce/prints program/shows typeofnetworldcovers

A:

I
2

'te

Listenng l.

r..:.,,

Whot's a CPU?
browser
search bar

B:

3
4

lt's a chip that controls o computer.


bus
wired network
printer
WAN

5
6

,i,.,];ji Listen to a sales representative explaining a new serce to a client.

Answer these questions.

I
2
3

How secure is the cu ent system?


How secure is a VPN?
Compared with the current system, how easy is a VPN to use?

Listen again and take notes on these items. Then u.Tite a definition for each item.
Use the nouns in the box in 7 to help you.

1 dongle

2 wi-fr

Work in pairs. Take turns to read your definitions from


panner guess the correct word?

to your patner. Can your

In the conversation in 8, the salesperson says that with a VPN, you don't have
to worry at all about security. Do you agree? Think about passwords, laptop
computers, etc.

\PN

Look at the web page in 2. Which sentence in each paragraph shows the
paragraph's topic clearly?

Writing

a) the nrst sentence


b) a sentence in the middle

'

c) the last sentence

Write a paragraph for an internal website about how a VPN works. Make sure
that you introduce the topic of the paragraph clearly.

23

Mobile computing

Speaking

i,
f

Work in small groups. What feaiures do you use on a mobile dece (e.g. GpS,
maps, camera)? What do you use them for?

,i

I
i-

t:

Work in pairs. Think about people in these jobs. How might a mobile dece be

'

useful to them?

I
2
3

a company sales person who sits many client companies


a delivery driver for a parcel delivery company
a technician who nstalls entertainment systems in people,s homes

Complete the flowchart with steps a-f in the correct order


a) admin staff pdnt out work instructions
b) admin staff send invoice asking for payment
c) client signs paperwork
d) technician finds client and installs system
e) lechnician picks up instructions
f) technician takes paperwork back to office
Entertanment systems installation worKlow

4 Work in pairs. How

do you think the workflow in 3 will change if the technician

has a mobile device? Draw a new flowcharl and complete the stages.

Listening 5

ffi.,ffi!

Lirt"., to an IT specialist talking to a highJevel manager, explaining

how their entertainment system installation technicians can use new tablet
computers. Check your answers in 3 and 4.
Language
Zro and first conditonals
We use the zero conditional to talk about somethinq
that usually or always happens as a result of an action
or situation.

fi you drop a tablet, t breaks.


It you use a tablet, you can send documents easily.

We use the lirst conditonal to talk about the result of


a future action or stuation

lf

We use a comma between the two clauses when the


if-clause comes firs but not when it comes last,

lf we buy tablets, we'll save money.


We'll save money f we buy tablets.

we have a

prcblem,we'll send a message.

The company in 5 is now using the tablets. Complete these zero conditional
sentences.

24

Wth the tablets, it ihe technician


(not know) the way to a
job, he or she
(use) GPS to find the best way there.
[f the customer
(be) happy with the job, he or she

If a customer

If a technician

(sign) using the tablet's screen.


(change) their order, the system
(update) the details on the tablet.
(need) to order a new part, he or she
(send) a message electronically.

Speaking
S,

Work in pairs. Look at the flowcharts in 3 and 4. Describe how efciency and
flexibility will improve if the company uses tablets. Then look at audio scripi 16
on pages 7,1-75 to check your answers.

'.1 Work
be

in pairs. How are these mobile device features and functions useful?

calculator calendar camera


long battery

lfe torch

e-book
USB recharger

reader

GPS

If the phone has a GPS, ue can use it to frnd ploces. If the battery life

long,

...

Work in pairs. What is the person in the photo doing?


What is her job? How might a mobile device help her in
her job?

VocabularY

-'

Read the advertisement and find words in the text that


match these definitions.

change something to make it suit a special purpose

add electronic information to something, e.g. a

3
4
5
6
7
8

Ian

photo
the poslion ol somelhing
changing \.^.ritten or printed words to data that a
computer can undersland
give information
a word used to show that something is completely
correct and true
stored information, e.g. on a computer
a small parl inside smartphones and other devices that measures change of
speed, e.g. i[ someone drops it

With our fabulous new hand-held devices, your mobile workers can be safer and more productive at the same
time! Have no mofe papeMork that takes up workers' time and that can get lostl Know where your workers
are at any time!
we can customise devices for any stuation. As an example, lel's took at devices that we've customised for
traffic wardens:

The devices have cameras and GPS so the warden can take photographs of illegally parked cars. The
devce automatically tags the photographs wth locaton and time. Then optical character recognition
(OCR) technology can read the car's registration number from the photograph and transmit it wirelessly to a
central database. The warden saves tme because there is no data entry'
The devices continuously report the warden's location back to the control centre. So if there is a problem,
the control centre knows exactly where the warden is and who to contact

Because most of the data is kept electronically, record keeping costs are lower.

Beinq a traffic warden can be dangerous. The accelerometer in the device automatically sends a message if
it falls, unless the user presses the'Cancet' button immedialely. Then the control centre can call the police.

Speaking

Work in small groups. You are technicians in the mobile device company in l0
Suggest how and why you could customise mobile devices for these iobs.

delivery driver

salesperson

nurse

A CPS uill be uery useful for a deliuery driDer. If he or she gets lost, it'll help him
or her to find his or her customers.
25

Email
Speaking

Work in small groups. How often do you use email? When do you choose email
instead of instant messaging, faceto-face or telephone communication? Discuss.

Vocabulary 2 Match

I
2
3
4

these words to A-J in the screenshots of email clients below.

subject line

recipient's address
email signature
attachment button
-

5
6
7
8

checker-

forward
blind copy
- address
reply button

l0

spell

rerd

JGrioldy lcwor.rrt

EB

copy address
delete

be 6 bo|ief

dfdd the

\4r ssEt

in

lB affi
f.9rio

pdnt io

lw

rE

mr$r

di

PO

r22,

t(

Cdrar*i, ctr6ri, cw7 9x!, uK

E JS@b.l.*tdy!rt*.dl.ux

lc

Note down the steps in sending an email. Then compare your notes with a
partner's. Are they e same?

&
H

Language

14

io

EI

We use a/an when we mention an item for the frst tme.

.
.

Please send me a message.


Could you send me an email to remnd me?

We use t re when the lstener already knows which item


we're taking aboutWe also use fhe when the item is the only one of its knd.

Could you lorward the emal that Jack sent?


The nternet s down.

sc

B
E

It

Complete this intranet post about email guidelines wi lh a, an ot the.

SC

p(

c1

Here are some guidelnes for using emal at FIML Digital:

Think carefully about what you write - emails can be


permanent records. Even if you delete (1)

email, (2)

.
.

recpent could keep their copy.

He or she might also forward (3) _


emal to
other people.
Make (4)
subject lne clear and short.
lf you receive (5)
important ema|, try
to send (6) _
quick'thanks, message in

reply. lt only takes a few seconds and it may stop


someone worrying that the emal didn't get through_
lf you are copying emails to people who don't know
each other, use (7)
'Bcc' line so that they
can't see each other's email addresses.

.
.

Check attachment size before sending! Some email


systems limit attachments to 10 MB or less.
(8)
standard RML Digitat signature should
be on all emals sent from the company.

St

*t

I
ta

Business matters
Speakng

nail

cltss-

Work in small groups. You work for an IT consultant and have been asked to
prepare a proposal to upgrade a company's electronic comrnunications systems.

I
2
3

Read the company profile and the requests from staff members. Make lists of
the equipment and software that they're using now, and what works well and
what doesn't work well.
Discuss and decide the hardware and software needed to meet all the
requirements. Think about ways of sending video through browsers, internet
security, features of mobile deces and altematives to email. Give reasons for

your choices.
Prepare your proposal and present it to the class. Your proposal should have
these parts:
tntroduction: Explain the problem.
Body: Present your proposal.
Conclusion: Say how much your proposal will help.

.
.
.

architecture company with a


difference:our sales team are fully qualified architects
who talk with you and sit the place where you want

BeneflexArchitecs

is an

to build your house.We ask lots of questions, show you

los of ideas

Technology is important to us. lt helps us work


more efficiently and also helps to give you the best
solutions. ln addtion, we use it to keep you up-todate all the way through the process.

work with you through eYen/ steP n


the process.ln this wawe design your perfect home.
and

My probteo ls this: at the momeni it's hard


to know where the sa,les ieam are. If a new
enquiry comes ln, I'd like to be able to send
someone to the customer straight a'war.
Sa,les

manager

to improve the sustomer


experieflce. Customers te1I us tha,t they want to
see ihe plaJrs a,rrd images of their new home iIl
much greater dei8,il. They a,lso wa,nt video, not

We rea,lly need

just images.
Ma,rketiIfg ma^age?

It wod

be greai

appoitments
--i.;'o

:-?
r.
,

a,11

io

see sverXrone's

at the sartre time, on ttle saffle

screeIl. T}t way I'd knovv wtren to call sa,1es


people withoui interrupting a meeting with a
q-rstomer.
Saf,es

I aeem to spend more


with emails than lrith customers!

get too ma,Ily emas.


dea,Lirrg

fhere must be
Sa,les

a,

better way to commurlicate!

representatiYe

slfppo adJljllistu atot

lll
lll

Currcntly, wo iake a 1ot of photographs dth


cameras of sites, buildjrrgs afld things like thai.

ty
it

time

We

rcalI need to

maJ{e

ttle system more

secure. Ou.r II person tells me that arIone ca,rl


read the information from the sa,les people's

tablets. That's

big problem.'

Generu,l rLanaet

If

we cafl upload tem io somelrhere - somer } ee


that we ca access easi]y - iha,t will sa,ve a lot of
time. 1re won't have to move ptlotos from one
progra.m to arlother or one device to a,nottrer.
Sa,les

tepre5eltative

th

sig
spl

us(

Speakng

Spreadsheets and formulae


Work in smatl groups. Discuss these quesons.
I What do people use spreadsheets for?
2 Do you use spreadsheets? What for? What do you find easy/difficult about

tr

using them?
Vocabulary

/ means the same

Work in pairs. Match senlences l-4 to sums a-d. Then rewrite the sentences
using the words in brackets.

I
2
3
4

as+

I
Speaking

Work in pairs. Write eight sums each but don,t show your partner Then take
turns to read youI sums to your partner for hir/her to calculate.

B:
A:

What is 9 diuided by 27
4.5. If you muttipty 10 by 4.6,

uhat do you get?

46.

4 ffiffi

Listen to a trainer explaining a formula in this spreadsheet. Match these


words to A-F in the spreadsheet. What does the formula do?

I
2
i| E!

lf we muttiply 8 by 2, we get 16. (rimes)


The sum of8 and 2 is 10. (plus)

a) 8+2=
b) 8-2 =
c) 8/2=
d) 8x2=

diuided by 2 is 4.

A:

Listening

tf we dide 8 by 2, we get 4. (dided by)


[f we subtract 2 from 8, we get 6. (minus)

3
4

cell

column
-

1. r' J.'.:f

row

) w.tt a4 rrrdr. aw,tti.

5
6

formula

.rba

value

worksheet
-

" e _..9-t - * *Q..1**


. Sc'rr,aa,ltmau,s.
I rdn
2- k
Jt- aI !' e- ' -*l
8. t-% ) 1,r,** ,r.a. .
# otra. ' - Z' dt
t ,.:- r. - ** >'$ra,x* 4tctsr* -

:_
4
5
6

.7...

28

PriEe

f
f.

9A5
2.99
L4.61

*.vi.w

8c/Aqq

Work in pairs. Student A, look at the information on this page. Student B, Iook at
the informaon on page 70. Follow the instructions.

Speakng
we usually write

Student A

the multplcation
sign as x but
spreadsheets often
use *

Read these formulae to Student B. Then listen and wdte down the formulae
Student B reads to you.

fx

=f(A=20,82,0)

equals if . .. open bracket . .. A equals 20 . .. comma ...


82 comma... nought... close brachet

f,

=C2+(87-B3)

f,

=A2-SUM(82:820)

f"

=su

r\4

(c

7J

7)- 7

Language

We use the past simple to describe finished actions or


events in the past.
Regular verbs (e.9, check, correct) usually add -ed.
lrreguiar verbs (e.9. be, go, get, choose, tnd) have their
own past simple forms.
We use ddlddn't + bare nfnitive in questions and
negative sentences.

Read audio scfipt

Did you check the tomulae n the spreadsheet?


Yes,l did.l found one mistake.The others wee all tne.
I corrected it straght away.

l7 on page

75.

Which tenses are used? Complete this sentence.


to explain what a funcon does and the

The speaker used the


to describe past events.
hese

Listening 7

pIEI

Liste., to four employees explaining their problems with spreadsheets.


Complete ihis table. -

-Acton
1

Problem
get an errcr message

typed n a formula

2
3

Speakng

Work in pairs. Match these explanations and solutions to problerns l-4 in


roleplay the situations you heard.
a) saved in another folder by mistake
b) misspett the function in the formula- -L
c) need to dghfdick on the cell, select 'Format cells', then

d)
A:
B:
A:
B:

7.

Then

select 'Date'
chose the \a/rong formula

Could you help me?


Yes, sure. What's the problem?
well, I typed a fomula into the spreadsheet but it ges me
etror messages euery time I w to use it!
OK, I think you misspelt the function in the formula ...

Work in pairs. Take turns to describe an IT problem. Explain what happened


and how you solved the problem. Then form new pats and describe your first
partner's problem to your new partner.
2

Databases
Speaking

Listening

Work in small groups. Discuss these questions.


I What database programs do you know?
2 What do people use databases for? Give examples.
.::

1""" ,o a database administrator describing the structure of a company


database to a trainee. Match these words to screenshots A-C.

..1',-i-1::

report

table

form

El*] E h;&@rr.

o,!:I

:i:::!i!!r.!iii:ril,l!:]:a'::iiIt;iri:;:a

Sales to Holdburg Ltd

n: !.: r.,i_ 1er555ct6


1ur)$5d101

Listen again. Which option best describes what the database keeps track oP

a) clients and orders b) stock and orders c)


Vocabulary

Complete this manual with the words in the box. Then read audio script l9 on
page 75 and check your answers.
felds

record

form objects primary key query the database


report retrieve a record unque

A database has severa pads. These are called


. The smplest of these s a tab e;
most databases have at least two. Tables look ike
a spreadsheet. Each row n the tabe is a(n)

(1)-

for example, but t can't be a given name because many


people have the same given name.

(2)

Anoiher type of object is a(n) (6)


wh ch is
used for entering data into tabes. A third object type is
a(n) (7)
. This can show data from more than
one table at the same time, looks good and is suitable

conta ning informailon about one


item, such as a person or son'lething that the
company sells. Each of these contains severa
(3)
with information about the itern. For
exarnple, in a company's empoyee database, these
might be famlly name, qiven name, phone nurnller

-,

and so on. One impoarant point is that one f eld in


each record must be (4)
- the same
data must not be n any other record. We ca I th s
field the (5)
. t can be a staff lD number,

30

orders and full accounts

-,

for printing.

There are severa ways to get data out of a datallase.

One s simply to

(B)_

- for exampe, if we
want to check the data in a s ngle record, such as an
employee's phone numbe[ If we want to coflrb ne
lnformaton fronf several tables or to do sornething

wth the data such as add up financal inforrnation from


several .eco.ds. we car lol

[-\#1

Speaking 5 Work in small groups.

For each of these tables, discuss which field is a good


primary key (more than one answer might be possible). Be prepared to give
reasons for your answers.

A database table holding details of a club's members. The fleld headings are:
Giuen name, Family name, Email address, Membership number, Address and

Mobile number.
A database table with details of products that a company holds in stock. The
field headings are: hoduct name, Product pice, Number of units and Barcode.
A database table of patients in a hospital. The field headings are: .Family
name, Giuen nome, Dote of enry to the hospital, Bed number, Case number
and National identity card number.

)any

The giuen name can't be a primary hey because

it

isn't unique

- many people

hoDe the same first nome. ...

Work in small groups. Discuss tables, fields and primary keys that you could use
for records in databases in these cases.

1
2
3
4
7

a denst's dalabase ofpatienls


a language school's database of students
a travel agent's database of airline tickets

a database in an online multi-player game in which players can stop and


restat their games whenever they want

Compare your answers in 6 with another group.

Language
ly

+;ng'

We can use by + -rrg to express how to do things.

We

can fnd the total number o hours by

queng the

database.

By running a repo, we can prnt a lst of customes.

rts

Work in pairs. fuk and answer questions about how to do these things.
enter data in a database (form)
A: HotD do you enter data in the database?
B: you can do that by opening o form and entering the data into the frelds.
I find information in a database (query)
2 add a column of numbers in a spreadsheet (sumformuta,/spreadsheet)
3 make sure each record in a database is unique (use/primary keyJ
4 print information from a database (rury'report)
Speaking

Work in small groups. Read this scenario and discuss possible solutions for
each problem.
A company has these problems:
lnformaton on paper takes up too
much space n the office.
lt is dfficult to fnd informaton
on paper,
Admn staff spend a lot of time
enterng data. Surely computers
can do this?
They enterlhe same data into
diffrent spreadsheets.

By scanning all your documents, you

Copying and pasting data from


spreadsheets nto word processor
documents is very slow and doesnt
look very good.

Possible solutions:

.
.
.
.

scanning
optical character recogniton (OCR)
set up a database
run reports

aill use less paper.


3l

Systems administration
Speaking '! Work in pairs.

Read this definition of what a systems administrator does and

write the words in the box in the corect column in the table.
A systems administrator is responsible for whole computer systems and neh^/orks.

software
security

deploys new
desgns databases
looks after network
sets up user accounts
updates software across an organisaton works on a help desk
writes software to sell to other companes
A systems administratort task

Not a systems admnstrator's task

Look at the second column of the table in 2. Choose a job title from page 4 for
each task.

i&*L:&

Listening

Listen to a systems administrator asking a technician about lhe status


of the company's computer systems. Is it a small company? How do you know?

Listen again and tick


problems?

the corect column in this table. Were there any big


Worked fine

Problem

Not
mentoned

lound

1 deploy new software upgrades


2 deploy new software applications
3 backup systems
4 disk drives
5 set permissons
6 check logs

7
Vocabulary

.5

reset passwords

Find words in the table in 4 that match these definitions.


I change; set again _
2 install on many computers at the same time _
3 settings on a computer, file or folder that saywho can use it _
4 data that a program or computer produces while it runs, to show how well it
is working

Complete these collocations and phrasal verbs from the conversation in 3


20 on page 75 to check

with the words in the box. Then read audio script


your answers.

crash out
I run _
2

disk
be up and

out of

running

again

smoothly (x 2)

4 lock (someone) _
5 check (something)
6 go-

(something)

Language
Whte, btorc, att
We can use wlrire, before and after to show the order
of events.

While you installthe OS,the computer wll ask you


aome questions.
Before you rerctall the OS, back everything up.

lf the same person is doing the acton in both clauses,


we can use the -irg form of the verb after these words.

After resetting the password,log

n to

check that the

new one wo*s.

Use these prompts to write sentences wilh LDhile, before ot after.

install the software/do a full backup


Before installing the softuare, do a full bachup.
install an operating systery'the computer may reboot several times
deploy major software upgrades/train the users
replace the hard dve/every,thing will go smoothly
forget a password/reset it

I
2
3
4
I ffi.ffi

Listening

Listen to extracts from fiye conversations and write the action


should happen first in each case.
1

email a report

at

3
4

JS
N?

Pronunciation S Look at audio script 21 on page

75 and underline the sentences with Delrore,


ushile and after.Then listen again and mark the intonation on these sentences as
rising (z) or falling (\). Does the intonaon go up or down in yeslno quesons?
And statements?

Speaking

i*

Work in pairs. Take turns to ask your partner to do these tasks. Use while, before
or ofter,

I
2
3
4

check the logs/Rnish work for the day


check out the database problern/start work tomorrow
be in the server roorn/check the network cables
new designer arrives/set permissions on Ns computer

i'1 Work in small

groups. Decide what precautions you would take in these situations.


What would you do or check before, while or after doing these actions?

'l
2
3
4

Writing
ll ir

upgrade some software


remote access someone's desktop
switch off a server with users' computers networked to it
deploy new software

Write a response to this email. Use these prompts to help you.

.
.
.
.

plug memory stictlold computer


drag folders/memory sticly'use Windows Explorer

unplug memory sticvold computer/plug/new laptop


draq folders/memory sticllnew laptop

Dear Systems Admnistration,


Ling)

I want to transfer my folders of data to a new laptop.

Besl wishes, Pietr

Whal steps should I follow?

Peripherals
Speeking i Work in pairs. Make a list ofas many peripheral devices (e.g. printer, screen) as

Pi

you can. Then describe the items on your list to your partner. Can he/she guess
what they are?
It's

vocabulary l

for listening to music.

You

Match photos A-H to dennitions

rt6:

uBar it on your head-

l+.

tr

tr
I
2
3
4
5
6
7
8

tr

NAS (nehrork attached storage) dece: a collection of drives in a single box,


accessed through a network and thus more flexible than a dece attached to

only one computer


touchpad: part of a laptop computer used instead of a mouse for moving the
cursor

sq,lus: a pen-shaped device somemes used with some kinds of sceens _


gmphics tablet and sslus: a Rat pressure-sensitive pad and pen-shaped
dece, often used with graphic design sofh&are _
touch sqeen: a sseen that can detect when and wherc a nnger touches it _
projector: a dece that shows a copy of the computer's scrcen on a large
scteen, often used in presenlations
hedseL a dece people wear on their heads that includes a microphone as
-

well as headphones

multifuncon printer: a pdnter that also has other funcons such as scanning,

IT
t:

copying and/or faxing


,.i

Listening 4

Write / next to e input deces


and O net to the output deces in 2. Which
deces are both? Which dece is neither?

ffiffi

Li.t"., to an assistant s!tems administmtor explaining a problem to his


manager and cmplete this table.
Acon n progrcss

TheaccounEnt-tosa\re
a spreadshet to the NAS de\rice.

34

,l

koblef,s
1

2
3

Languag

ts

t
F*

We use the past contnuoua to talk about an action


that was n progress at a partcular pont in the past.
We also use it when we want to emphasise that a past
action continued for some time.

I was working at 2 p.m. yesterday.


I was wotking all nght.

When a shorter acton happens n the middle of another


longer action or suddenly ends t, we use the past
continuous Ior the longer action and the pasl smple
for the shorter acton. We use yyhe, before the past
smple and wh,le before the past continuous.

He was

Speakng

from the multluncton devce when t

Work in pairs. Take tums to explain ese problems to your partner. Remember
to say what you were doing at the time. Use the Language box to help you.

I
2
3
4
Writing

Ninting

atopped workng,
The Nnter nn out ot ink whlle I was using t.

printer: paper jam


headset: sound/slop
graphic tablet: move stylus/cursor not move
projector: lighVstop working

Choose one of the probtems in 5. Write a short email to your company's IT


Support Office explaining the problem.

Business matters
Speakng
_tr-1

Work in small groups. Read this scenario and choose three of the problemsDiscuss possible solutions to the problems you chose.

You ar assistants to yourcompany's


systems administrator, Zafia. She is
away for a few days, so you were looking
after lhe companYs lT systems. Afew
probfems occuned, whch, together, you
solved. Each day Zafa is away, you have
to wrte an ernaii to her explainng what
happened durng the day. Here are some
of the problems you've had to solve;

,
dto

salesperson laptopr hard drive


crashed
Marketing Departmenf want a new

repof in iheir database


intemet connection: several dropouts
backup syslem: failed
ne\r,/ emploype: locked outof the
human resources database
projector: wrong cables

Writing

Complete this log. Use problems from

Speakng

Work in pairs. Take tums to explain the problems from the log in 2 to your
partner. Pay attention to the tenses you use, and use rh ile , before or after
where appropriate.

Writing

1 or

problems of your own choice.

:as
dng,

I
o his

Read

e scenario in 1 again and write an email to Zafia.

il

Cr

Web hosting
Speaking

Work in small groups. When you shop for lT-related items, how much time do
you spend comparing items before you purchase them?

Vocabulary

Read this web page and find words that match these definitions.

1
2
3
4
5
6

a system in which each server has only one client's websites on it


promise to 6x any problems
the time when the service is working
the smallest amount or number possible or necessary
the largest amount of data that can be moved
a unique number to identify a computer on the internet

rflpl_Elige

Do you want better security for your webste than you

gei We provide 24-7 support. You can choose between


with shared hostng? Dedicated hostng may be right for operatng systems, which we can nstall using your
you, with your own server n our secure data centre!
Choose from our plans or send us your specifications.
We wlll replace hadware wthin 24 hours of any
problem and we also guarantee 99.9970 uptime.

licence, or you can purchase a lcence from us, Under


all plans, you wll be able to host an unlimited number of
websites and databases, AII plans are for a mnmum of
six months.

No. of CPUS
CPU specs

Quad core, 3.0 GHz

-I2

16 core, 3.2 GHz

8GB

Disk size

2x500GB

2x2fB

2tB

5TB

25 TB

'to

25

100

Set-up fee

$2oo

$2oo

$200

Monthly fee

S2oo

$soo

$500

Monthly bandwidih
Dedcated lP addresses

Reading

GB

24 GB

xzfg

Work in pairs. Your manager has asked you these questions. Answer them with
information from the web page in 2.

1
2
3
4
5
6
36

8 core, 3"2 GHz

Memory

What can we do if HostElite's standard plans aren,t suitable?


What guarantees and support do they prode?
Can we use our current server OS licence?
If we set up another website, can we also host that on the same seruer?
Can we try them out for a month or two, to see how good they are?
How much data can we transfer everv month?

Language
and superlatves
We use comparaiives to compare two things, We use
-er than, morc ...than or /ess ... than wth adjsctives. We
use more, /ess or fewer wth nouns.

Seruers arc more expensiye lhan tablets.


aptops are less expensive than servers.

We use te same (as) or as + adjective + as to show


that two things are the same.

fhe set-up tee

We use superlatives to compare more than two things.


We use fe ...-es, t e mosf ... or he /easl ... with
adjectives. We use he most or the /east with nouns.

I/,ls seyer /s lhe fastest of the three but the least


rcliable.

We

have lewer #ruers tan desktops.

s the same tor


It's as lasl as the other seruet

Which server has the

both plans,

ost memory?

Look at the table in 2 and complete this product comparison about HostElite's
serces with the co[ect form of the words in brackets.
(powerful) of the three. This
The Premier server's processor is (1)
(drives) the Standard server (four instead of two). AIt
server has (2)
(uptime) guaranteed and they are equally secure. The Basc
have
plan provides (4)
(bandwidth) the other two plans, with the Premier
plan offering (5)
(bandwidth).

(3)-

All three

of

(set-up fees) but the monthly fee for the Standard


(high) the fee for the Basc plan. Overall, the Premer plan has
(high) specificatons but s
(expensive).

(8)

Pronuncaton 5 EEEE
-

(9)-

Listen to these sentences

and mark the stressed words. Then practise

saying the sentences.

I
2
3
4

of

have (6)

plan is (7)

lt

plans

Dedicated hosting is more secure than shared hosng.


The Basic plan gives you more bandwidth than the Superior plan.
Websites ru faster on dedicated servers than on shared servers.
Of the three, the Basic plan has the least powerful processor.

Speaking 6 Work in pairs. Ask and answer questions about these features of HostEite's
services. Use language from the Language box.

bandwdth

control

panel

mnimum clntract longth

monthly fee

Which plan has the largest disk capaciry?

Listenng

? ffiEE*

Listen to two tT offlcers talking about the products in the web page in 2
and choose the corect answer, a, b or c.

I
2

For this company, $200 per month is

a)

cheap

b) reasonable c)- expensive

The company is
.
a) very
b) medium-sized
The curent website size is
.

The current monthly bandwidth usage is about

5
6

small-

a)
a)

lGB

lGB

b)

b)

ITB

c)

large

c)
- 2TB

ITB

c) 2TB

company processing power


a) doesn't need much b) needs quite alotof
c) needs avery large amount of

The

The company sells to

a) other

companies
- b) consumers

IT costs
Speaking

Vocabulary

TC

Work in small groups. Discuss these questions.

What electronic deces do you own? What electronic deces would you like

2
3

to have?
Are they cheap or expensive?
What accessories and sen/ices can you buy for them?

of(

Complete these collocations relating to IT hardware and services with the words
in the box.

baery card extended internet memory


software spare techncal traning USB
9
1
seruice 5
battery

Speaking 3

purchase

l0
2
reader 6
charger
3
cables 7
cost
II
support
4course 8 - in small groups. Discuss these
Work
- questions.
- in 1, which items in 2 go-with it?
I -For each dece you mentioned
- in 2 that you haven't mentioned
2 -For the accessories and services

card
licence
warranty

yet, think of

a dece you could use them with.

Listening

ffffi

Listen to a manager talking about costs. What kind of gadget is she

talking about?
Listen again and complete these senlences. What is the total cost over one year?

I It
1,200 to buy.
2 We
45
some memory
3 That-35-acase.
4 We- also
4.50 a month.
pay 1,388
5 We'll
total.
Language

about money

cards.

When we ialk about money, we use cos, come fo


and be when the subject of the verb is an item. We
use spend and pay when the subject is a person, a
company, etc.

How much did il come tolcost in total?


How much was it n total?
How much did you spendlpay?

We can also use cost as a noun.

What is the total cost?

lnformally, we often say numbers from 1,000 to 1,999


using hundreds, not thousands.

1 ,25o twelve hundred and fiftylone thousand two


hundred and flty

Decimal prices are expressed dfferently from other


decimal numbers.

E1,s1t one

pound fiftylone lfty

Work in pairs. Ask and answer questions using these prompts.


I howmucryyor,r/spend/intemetconnection?
2 whaVbe/your total spending/software/4ast year?
3 how mucVvor,r/pay/mobile phone service?
4 whaVbe/the purchase cost of your computer/in total?

38

tot

TI
th
y(

Speaking

like

TCO (total cost of


ownershp) s the
total of all the costs
of ownng something.

Work in pairs. Student A, look at the information on this page- Student B, look at
e information on page 70. Follow e instrucons.
Student A
Your IT manager has asked you and Student B to calculate the total cost of
ownership (TCO) of two items over thrce years- You have the costs for lhe

Sundai TBl0.6 tablet and Student B has the csts for the Samiba DR?50 laptopAsk Student B about his/her information and complete the first pan of the rcO
calculation worksheet below- Then answer Student B's quesons so that hefshe
can complete the second pan of the worksheet.

rds

otd @sf ol

Quotation

ty

(of

Thank you very much fo nviting us to quote on


this matter. Here s an itemised lst of the prices
you asked for:
cost of Sundai T810.6 tablet:
$499.90
note-takng apps:
$45 per year
other apps: total:
$160
(free) 2 years
standard warranty:
extended warranty (1 year):
$39.90
online training:
$'179 per
person
tech support:
free
protective case:
$35.75

.
.
.
.
.
.

.
.

Ilo. of years:

owt'shl/,

ahtbbt

ltr/tk,/,t.

lum

tuttbDR7tu end.ilD10.6

lnitialrurcha* c@t
Software costs
Wanann

Technbalsupwrtcool;a
Traininq

Otheritems
Total cobt. of owterghp

o Work in pairs. Discuss the differences between the two products in

ar?

7.

The laptops cost more than the tablets to buy.

Writing

Read the email ging the TCO of some mobile deces and answe these
questions.

1
2
3

Which sentence introduces the topic of the email?


Which word joins similar ideas? Which word ioins dilferent ideas?
Which word indicates a summay?

Hi Katya,
l've analysed the prces of the mobile devces that you requested. Here are the
results:

.
.
.
.

The Shimatel device s more expensive to purchase than the Kyosekidevice.


Also, software for the Kyosek devce costs less than for the Shmatel device.
Cases cost about the same.
However, Kyosek devices have higher maintenance costs.

Overall, my estimate for the TCO for the Kyoseki s $1 ,580 over two years. The
Shimatel is a bit more expensve, at $1,740.
Kind regards, L Min

-t

Write an email to your manager giving the TCO over three years of the products
in 7. Include appropdate words to join similar ideas, to ioin different ideas and to
indicate a summary,

39

Product research
Speaking 1 Work in small groups. Last time you bought something, how did you choose
what to buy? For example, did you think only about price? Or other ings as
well? Discuss.

Reading

Read the web page and match the pricing models to these features. Which

pricing model(s):

1
2
3
4
5
6

cloud computng =
sotware as a
service (SaaS)

may have advertising inside the program?


includes a regular fee, e.g. monthly?
has large updates that have a pdce and small updates that are free?
has several different prices for new users?
makes it easier for the vendor to introduce upgrades often?
sometimes costs nothing?

3grrg jJr5JU r,reC:rlJ: 1 :lre.ir 3.t jJI:r1Ie.r.t

Tladltonal pricng

Tided pricng

This is the prcing model most


@mmon n consumer software. lf
you buy software in a box from a
shop, you're probably using this
model. Each major version of
the sofrware costs money; minor
versions are free for licence holders.
When a new major version comes
out, licence holders have to pay
extra but usually less than for a first
purchase, Users can often try out
the sofrware for free for a short trial
period.

ln ths model there are at least


two levsls (or iiers) of the software

Listening 3

GE

Subscrplon pricing

product. Each level has a dilferent


price and may have a dfferent
feature set, or allow a dfferent
number of users.

Freemium prcng
Ths model is just like tiered pricng
but lhe lowest level is freo. Often
there are a very large number of
free users, who act as advertisng
for the company. lf a free user likes
lhe program, they mght encourage
their employer to use it, who wll
then pay for premium features.

ln lhs the buyer pays a regular


fee, usually monthly, to use the
software. This includes all updatBs,
which are pushed out to the users.
The advantage is that the software
company can easily bring out
updates frequently. This prcng
model s often associated with cloud
computing.

Frceware
As its name suggests, this s free
software. lt mght be ad-supported.
The disadvantage is that ads may
iake up spaco on the screen,

Listen to three salespeople descdbing products. Which pricing model

from 2 is described in each?

1
2
3
4

pdcing
pricing
pricing,

I -Could you tell me


2 -Cor:Jd you tell me 3 Can you tell me
4 Can you tell me

pricing

Listen again and complete these questions.


trial version?
of youl staff will use it?

Language

40

We often use indrecl questons to be polite. The word


order is the same as n statements, not questions.

Do you know what the specthations are?

For yeslno questions we use if or whether.

Can you tell me whethe it has suppott for networkng?

5 ffiW

Listen to three indirect questions and mark the intonation as dsing (7)
or falling (s) in audio script 27 on page 76. Then practise asking the questions.

Pronuncaton

Reading

Read the specification sheets and answer these questions.

I
2
3

Which pricing model(s) in 2 do Microforce and Jozo use?


How can you access suppon in each?
In how many locations can someone use a) Microforce's Free plan?
b) Jozo Premier with one licence?

Micr0l0rce Hypernamic dalabase pricng plans

Slandard

tfee plan

Maximum

plan
'10

Enterprise
plan
unlimited

no. of users

Cost

:,I

web only

month
15 days
3 sites
email

5,000

20,000

website

access to
videos

Trial

period

nla

Site

licences

1 site

Support
l\4ax no.

$10.00/

free (ad
supported)

oJ

$25,00/
month
15 days

unlimited
telephone
and email
10,000,000

records

Training

xfaner

site visil
year

Speaking 7 Work in pairs. Which of the four packages in 6 has the best features for these
people? Give reasons for your answers.

'

a small company

'

a large government department

Work in pairs. Look at the informaton in 6 again. Student A, you are a customer.
Find out about database software from Student B, a software provider. Student B,
answer Student As questions.

Read this email from an IT consultant to the fueelance person in 7. Find and
correct the mistake.

Iel

Reading

a freelance person

Hi Maryam,
You asked which database is suitable. I suggest Microforce Hypernamic. They
have a free plan which allows up to two users at one site. The best thing is that
it's free. lt only allows up to 5,000 records but ldon't think you'll need more than
that. Also, support is va the website only.

Best wshes,
Hlya

Writing

Write an email to the manager of the govemment department or the small


company in 7, advising him/her which package ftom 6 is suitable for that
department, Give reasons.
4t

Making recommendations
Speakng 'i

Work in groups. Think of a device or a software package that you have used.
Would you recommend it to someone else? Why^Vlry not?
Work in groups. Read this glossary entry for CAD. Discuss which of the features
in the box might be useful for CAD software.
CAD (Computer Aided Design): using computers to produce drawings and
teohirical specifications during the design process, for engineers, architects and

Clv

simlar. It may also be used for mor ies.

sys

ma

tha

tor

tools

tools

2-D drawing
3-D drawing
audio recording
browser capability good compatibilty wth file formats from other software
instant chat
network capablities OCR

function

Listening

ffiffi

iT

Lirt"n to three people talking about their companies. How big is

Se

each company?
Ll

Op

Listen again and take notes on each company's CAD requirements. Then,
in pairs, use your notes to decide which CAD sofhare below is best for

prc

MC

each companf

Or

pr(
ba

Price

SuperCAD

caD 8-8-8

free (open source)

$899.95/licence
(one computer)

****
*****

Features
File compatibility

****
***

*****

2-D tools
3-D tools

limited

Network capabilties

x
x

User guide

Pa

lnt

Email support

Telephone support

$1/minute

free with subscription

User forums

Bc

Cc

Language

Recommendations
I thnk lthat)
ln my opnion,
I

recommend

I'd rccommend

42

we s/,ould .r bare infinitive


it's a good /dea + to-infinitive
il's best + to-infinitve
+ gerund
tha we

clause
+ noun (phrase)

Speaking

11

Writing

ii

, trnk

it best lo

use open source sottware.

ln my opinion,we should use open source software.


I recommend usnE open source software.
I reconmend thal we use open source software.

lA recommend

open source soltware.

Work in pairs. Take turns to make recommendations to the people in


notes you made in 4 to help you.

B. Use

the

Write an email to one of the people in 3, giving your recommendations and reasons.

f.*,,

Business matters
Work in groups. Think about presentations that you've seen or given. Decide
on three pieces of advice about ging presentations. Share your ideas with the

Speaking

class.

Beading

"-

C/S (content

Double Jam is a company that needs adce about a new website. Read their
company pronle and the web pages below. Which options do you think are best
for the company?

management
system) = software
that makes it easy
to edit and manage
a website

r l,;j;r;lii!i' .l:l: t ; is a medium-sized

clothes company that wants a website for marketing


young
purposes. lts clients are mostly
consumers who want lots of exciting content such as
video and often use mobile devices to access the internet. They want people to do nteresting
things on ther website, not just read it. lt's important that their website is fast.

q5..

llq

Server options

I'i

Option fr Dedicated server,2 x 8 core

Option 1: Open source, supports database, blogs, video

and

audio. Doesn't automatically suppoft mobile devices. No cost for the

processors, 2 TB HDD, 2 fB bandwidth/


month, $200/month, free set-up

software and set-up but most people recornmend that new users
buy the support package for sel-up at $65/hour.

I core
processor, 200 GB HDD, uP to 500 GB
bandwidth/month, lree set-up, $34.90/month

Option 2: Shared serve( 1 x

Opton 2: Subscripiion-based ($1o/month), supports databases,


automatically supports mobile devices. Supports blogs and
multimeda, including video and audio.

Listening ll i:1,;:ii1

Listen to an IT consultant giving a presentation to Double Jam and

check your answers in

rr

2.

Listen again and complete this table with the expressions the IT consultant
uses to introduce different points in her presentation. Then add any similar
expressions you know. Compare answers with a partner.

Part

Expressions in presentation

lntroduction

fist,l'll give ...

Your ideas

Body
Conclusion

Speakng

Work in pairs. Your company has asked you to give adce for a client, Top Safe
Consulting. Read their company profile and decide which ofthe server options and
web CMS systems in 2 to recommend Estimate the cost of each in the first year
Top Safety Consultng is a medium-sized company that advses companes about
site safety. The company's clients access information on many kinds ol devces from
desktop computers to moble phones, but content is mostly ordinary web pages with
writing and a few pictures; they want to keep costs low. They want their website to look
good but it doesn't have to be exciting for younger people: this is a serious website

Prepare a short presentation in which you give your recommendations and


reasons. Use the expressions in 4. Then give your presentation. While listening to
other presentations, note down the recommendations each speaker makes.

- .:,:, '.

-:,::.:.r.- l-, r '...

,:

.,

43

Enterprise social media


speaklng 1 work in pairs. How do you communicate

electronically with friends and family?


Which types of communication do you think are better for a) communicating
information and b) being friendly?

Vocabulary

Maich websites 1-3 to tyTles a-e. There are two exba types. Can you give other
examples of each type?

I
2
3

Dropbox
Facebook

a) microbloggingsystem
b) intemet forum

Twitter

c)
d)
e)

Speaking

Work in pairs. Look at the websites in


I What are some f the
differences between the

2
3

systems?

How are they used


differently in a work
enronrnent ftom a social
enronment?
In a company, what
secrfity and privacy

file sharing service


social networking
btog

and discuss these questions.

LinkedE.orkur
buirber*

issues might each lead to?

Lstenng

4 EEI

Listen to nve people describing hends and match them to graphs A and B.

insl

4_
M

5_

Language

current changes
We often use the present continuous to describe
changes happening now.
We can use more and more + noun or comparative +
and + comparative.

We're havng moe and mote vistorc n the forum.


Smafphone applicatons are geng cheape and
cheaper.

We often use get and become with comparative adjectves.

Ou

We can also use verbs such as ,increase, decrease, go


up and go down.

The number of bloggers

t?

rls

increastng.

Look at audio script 30 on page 77. Underline the pafis of the sentences
showing change.

Complete these short conversations about trends. Use the pfesent continuous
and comparative adjectives.

1A:

B:
2A:
B:

Listenng

webste is becominglgetting more popular

3A:
B:
T ffiffi

(hard drives/geVcheap)
I think we should

wait a bit before buying more of them.

(our website/geVslow)
Maybe we need a faster server.

(our forum,/become/popular)
Great! That's just what we want!

Listen to a general manager talking to an IT officer about replacing


company's
social networking system. Will it be easy or difncult to get u:re
the
features the manager wants?

,r

Listen again. Tick the correct column to show which featues the company has
now and which the manager wants in the new system.
Current system

lB.
nstant messaging
= chat

Listen again. What trends are mentioned? Mark these items


upward or downward trend.

I
2
3

using the current system


spending time on emails
working with overseas

departments
Language 10

spearing

New system

1 instant messaging
2 forums
3 document management system
4 comments feature
5 mobile phone access
6 basic security features
7 encryption
8 speech-to-text capability

1"!

- a sentence
Work in pairs. Write

4
5
6

7 or

to show an

needing data access at home


imponance of security

popularity ofvoice recognlon

to show the trend for each item in 9 using


Ianguage ftom the Language box. Then compare your answers with audio script
3l on page 77.

Work in groups. Think of as many answers to these questions as you can. Use
language from the Language box. Which group can give the most answers?

1
2

What are some current trends in IT?


In what ways can enterprise social networking systems help a company?
45

Video conferencing
Speakng

Work in pairs. Discuss these questions.

I
2
3

Which method of communicating do you prefer: face-to-face, by video or


by telephone?
Look at the photo. Have you ever used a video conferencing set-up? If so,
describe the situation.
What do you think are the advantages of deo conferencing over faceto-face
meetings?

Which of these items can you see in the photo? Mark the items on the photo.

cables

control

microphones
Listening

lvf CU = multipoint
control unit

panels high-definiton monitors local participants


participants speakers video cameras

remote

'I

Listen to two technicians talking about video conferencing technology.


Which two t]?es of system does the woman talk about?

Complete these glossary dennions with the words in the box.


(data)

compression

dedicated

systm MCU

remote control

Glossery of video conferencing terms

I
2
3
4

a system that is used for only one purpose, e.g. for video
conferencing only, nothing else
a device that can controi the video conferencing system fiom a
distance, without wires. [t can be passed fi-om person to person easily.
-:
a device that allows video conferencing systems to use more than
two locations
-:
a way to fit audio or video into a smaller space and use less
bandwidth

-:

Language

-:

Second conditional

We use the second conditonal to talk about


something that is not true now or is unlikely to happen
in the future.

ll we were

a bg company,we would buy an expensve


video conferencng system.
ll we gol a video confercncng system, o travel costs
could go down a lot.

Look at audio script 32 on page 72 and underline all the examples of the second
conditional. Which tense do we use in the f clause? In the main clause?

. . :,,..::

..] ...

Lstening

Listen to five people talking about video conferencing. Do they think


the situation is likely or unlikely? Tick / the correct column for each speaker.
Likely

nlikely

Speaker'1
Speaker 2
Speaker 3
Speaker 4
Speaker 5

Speaking

Work in pairs. Look at audio script 32 on page 77 and complete this table. Then
discuss the advantages and disadvantages of having each system.
Dedcated video
conferencing system

Videophone

How many locations of


participants?

only two

How many participants in


each location?

only one

Cost?

less expensive

Room

any room is OK

Equipment needed

only the videophone

If ue had a uideophone, ue could saDe a lot of money. But u)e Douldn't be oble
to hal)e meetngs Ll)ith lots of people.
gv.

Work in pairs. What would happen if you wanted a deo conferencing system
but didn't have these items? Complete this table. Then take turns to say complete
sentences.
Itm

Problm without this item

'1

wouldn't be secure

encryption

2 warranty
3 a high-speed internet connection
4 an MCU
5 kaining
6 a dedicated room for the equipmenl
7 data compression
If toe didn't haue encryption, our uideo conferences uouldn't be secure.
Work in pairs. Student A, you are a general manager. You want a video
conferencing system but want to save money. Student B, try to persuade Student
A, your manager, to have one of the features in 8. Then swap roles and repeat
the actity.
If these people could use video conferencing facilities, how would their lives be
different? Discuss. Use language from the Language box.

I
2
3
4

a deaf person

a child who lives a long way from any school


doctors working in a small hospital a long way from a city
a company director who doesn't have time to visit her clients overseas

nd
47

E-commerce
Speaking

Reading

Work in pairs or small groups. Do you buy things on the internet? Why^Vhy not?
What are the advantages and disadvantages of internet shopping? Discuss.
Read this magazine article about Dalya,s job. What are three parts of an
e-commerce system? Which does Dalya nd most difficult to set up?

shoppng basket
(BrE) = sheppg
cart (AmE)

magazne about herjob.

I work with B2B (busness-to-business) e-commerce systems as well as B2C (businessto-consumer) systems and integrate all the components: the user interface, the shopping
basket and the payment system. The user interface is the part that shoppers see on their
screens. For ths, I work closely with designers to make it look good; it,s impoantthat
customers enjoy using it.

When customers see an item that they want to buy, they put it in their shopping basket.
To set this up, I usually integrale standard software packages with the company's webste.
This software uses small files that the browser puts on the user's computer, called cookies,
to track the items in the basket. This stage isn't too difficult - mosfly I just match up the
code with the client's website.
The next step is the payment processing system. This takes the customer,s information
delivery address, credit card number, etc. It processes the payment and outputs the details
so that the company can send out the order. This component s more complcaled: I have

to integrate it into several different systems, includjng the company's accounting system.
Fortunately, there's a special data format, EDl, that s Electronic Data lnterchange, which
makes this easier. EDI is standard in e-commerce systems so that other kinds of software,

such as accountng systems, can accept data from t.


My job is fun because every project is different and I use my techncal skills as well; a
great combination!

Find words in the article in 2 that match these definitions.


I put together two or more things so that they work well together (paragraph 2)

2
3
4
5
6
7

smaller parts of something bigger (paragraph 2)


computer programming instructions (paragraph 3)
taking a sedes ofsteps to do something (paragraph 4)
the place to send goods (paragraph 4) _
the items that a customer wants to buy (paragraph 4)
looking after money in an orgarisation (paragraph 4)

Read the anicle in 2 again and answer these questions.

I
2
3
4
5
6
7

For which component is appearance important?


Which component involves integration with something else?

What do e-commerce websites use cookies for?


For which component is programming mentioned?
Which item involves integration with more than one other component?
Where does the company get delivery information from?
Why is EDI useful?

There are three acronlms in the article in 2. Underline them and their meanings.
48

DB
ma
NF

cor

Language
1c)i?

Gving meanngs of lechnical words

wecan:
brackets.
commas.

To explain technical words,

.
.
.
.
.

give the meaning in


use cal/ed + the word(s) between
use
use a separate
use a relative

be.

sentence.
clause.

Speaking
DRM = digital right
management

NFC = near field


communication

I coponenls o a ...

Student A

Student B will read the definitions of some words to you. Give him,iher the
correct acronym or phrase fuom the box for each definition.

DRIVI

NFC

Read these definitions to Student B. He/She will give you the correct acronym
or phrase for each definition. Write it in the gap.
a) a data security system which is used over the internet and other open

networks

b)
c)

r"l

I We use sma data fles,called cookies,to...


lWeuseEDl.EDl sawayatsharng data between
I components ol a...
lWe use EDl,which sawayof shatng data between

Work in pairs. Student A, look at the nformation on this page. Student B, look at
the information on page 71. Follow the instructions.

bricks and clicks

"l
""l

l...EDl (Etectrcnic Data tnterchangel format...

Listenng

buying and selling beha,,een business and government


a real shop, nol an online one

Listen to
- a telephone conversation beh^/een a customer and a
salesperson talking about a new product. What is the product?- What problem
does it solve?
-

l
th2)

Listen again and answer these questions.

I
2
3
Speaking

How do online customers use the product?


How do customers use it in real (bricks and mortar) shops?
What is a further benefit for the company?

Work in pairs. What is an e-wallet? Write a definition. Then compare answers


with your partner Discuss any differences and create a new definition combining
your ideas. Share your ideas with the class.
Work in pairs. Would you be happy to use an e-wallet? WhyA\4ry not? How
secure do you think it is? Discuss.
Work in pairs. Write definitions for three words from the text in 2 but do not
show your patner. Then read your definitions to your partner. Can he/she guess

18s.

the words?
49

Training users
Speaking

Work in pairs. Discuss these questions.

I
2

When a company buys new technology, how important is it to ain users?


What do you think are the advantages of e-learning over face-to-face learning?

Vocabulary 2 Match words l-8 to definitions a-h.

'l
2
3
4

SYnc = synchronise/

synchronsation

smartphone
theaded ew
tagging

announcement
-

5
6
7
8

policies and procedures

syncing

insiant messaging
arching

- standard ways of doing things


- in an organisation
a) documents showing
b) adding ke)ryvords to a file (e.g. a document or photograph) to make it easier
to find

c) a tlpe of mobile phone that can also use data


d) a way of viewing emails and comments so that
e)

g)
h)
Lstening

all messages in the same


conversation are grouped together
sang an old file in a special place because you don't use it very often but
might want to use it later
making the data from two places match, e.g. making two calendars match
an important message for many people, giving new information
a system for having conversaons using short \,lritten messages on the intemet

3 ffilF

Listen to six employees asking lor training on an ente4rrise social


networking (ESN) system. Tick the areas/features the employers need training in.

Training needs analysis: Enterprse social networking system


Specif ic areas/features
Training Specificareas/features
needed

.
.
.
.
.

I
tr
tr
tr
n

instant messagng
increasing effcency

document collaboration
policy and procedure access
companyannouncements

Tranng

needed

.
.
.
.

finding messages
smartphone syncing
threaded vew
archiving of old messages
tagging of messages, fles and documents

n
n
n
n
n

Language

For requests, we can use polte questions such as


indirect questions (e,9, lt would be great to know ..., td
lke/love to know ..., Could someone tell me ... ) or the
modal verbs can and could

4
Speakng

Could we learn about taggng?

Write a polite request for training in each of these areas.

messaging

instant

document collaboraon features

3
4

document archiving
finding information

Work in pairs. Choose one of the words in the box and roleplay a conversation
requesting a training session. Then swap roles and repeat with another word.
CAD

50

It would be great to know how syncing works.


Could someone lell me how to use the ESN system?

software databases networks

spreadsheets

Business matters
Reading ; Look at the headings in this report. What are the main points of the report?
ng?

Gurem ssues fot Bll1lmIed and [0ssilG

lI

solutons

lntroduction
Our lasl year has been good. The new overseas office is doing well and our B2B and B2C
sales are increasing quickly. Our sales team is working hard and our four bricks and mortar
shops are also doing well. However, there are some issues that we need to deal with so that
we can continue to do well in the future. Some new technology miqht help with these.

Problems: communcation and internet sales


We have found two problems that the lT Department could help us wth. These are:

Commun cation between our differeni country offices and departments in different
locations isn't very effic ent, especally for our international locations. We are
collaborating more and more between dfferent locatons, so it,s important to make this
easy for people.

.lnternetsalesaregongdown.Thereareseveral

1et

reasons for this. The main one is that


customers don't like using the current online shopping system. We need a system that,s
easier to use so that customers don't give up before they finish their transactions.

g in.

Recommendations for lT solutions


The first step should be to fnd out whether technoogy can help with these problems and, if
so, how it can help. lf this is successful, next we should find out about prices and features of
appropriate systems.

Read the report in I and answer these questions.

I
2
3
4
Speaking

ii

Does the company have locations in one country or more than one?
What problem do they have with communication?
What problem do they have with e-commerce?
What two steps does the company want to take next?

Work in pairs. Think about the technology that you talked about in this unit.
Which items could help the company in 1? If the company had the item(s) now
how would things be different?

Writng 4 Look

1
2
3

at the report in I and answer these questions.


Which features of the repo clearly show the main points?
Which section of the report:

a)
b)
c)

gives the background information?


gives details?

talks about future actions?


ln each section, where is the main idea: at the beginning, in the middle or at
the end of the section?

)n

Write a short report explaining your decisions in 3. Use these headings:


. Introduction
. Suggestions and benefits
. Recommendations for next steps

51

Requirements analysis
Work in pairs. fut ese stages of the software development process in the
best order.

tr
I
!
E
E
Reading

The customer checks and approves the final version.


Speak with the people who will use the new softwae and analyse how
they will use it.
Plan the project, write the specincations and prepare instructions for
the programmers.
Test and debug the code.
Write the code.

Read this interview from Computer World, an online magazine, in wNch Jess Wong,
a systerns analyst, talks about her job. Which of the stages in I does she mention?

o
CWI So,.ress, could you

tell us about the


requirements analysis process?
Well, first, we talk to the client to find
out who the users will be- Then we
nterview as many users as we can.
This can be difficut because we have
to look at every step in the process
very carefully, n a lot of detail.
CW: And what's the next step?
Next, we put together the
specification document. This shows
eveMhing that the program does.
And by that I really mean eveMhngl
we have to write down what every

button does, what you see on every

pop-up menu and so on.


CW: ls

this where you draw flow charts?

Yes, and the user interface.

the client check the


specification documentT

CW: And does

Certainly. We wanr rhe clent to look


at every part of it, to be sure that they
are happy with it. We usually have to
make a few changes at ths stage but
ths is usually quite quck. Then we
can hand over to the developers so
that they can do their part of the job.

Read the interview in 2 again and answer these questions.

I
2
3
4

Why does Jess talk to the client at the beginning of the process?
Why are the interews sometimes difficult?
What does the specification document contain, besides wdting?
Why does the analyst want the client to check the specification document?

Vocabulary 4 Complete these definitions with the words in the box. Use the

stages

in I and the

interview in 2 to help you.

approve analyse debug deial

I
2
3
4
5
52

nterview

all the separate features and pieces of information about something


think about something very carefully, step-by-step
officially say that you are happy with something
ask someone questions formally in order to find out information
find problems in a computer program and correct them

Listening 5

ffiEE

Listen to a systems analyst talking to a worker. He is preparing


specifications for a pizza shop website to take orders online. Which stage from

is he at?

Complete l-4 in this flow chart wilh the steps in the box. Then listen again and
check your answers.
Ask which type of slanded pizza.
Customer wants standald pizza?

Ask which toppings.


Write order on order shst.

,ng'
?

6::

.:*

ffi

7 EEm

Now complete 5-8 in the flow chart in 6 wirh the steps in rhe box. Then
isten to the second part of e conversation between the systems analyst and
the worker and check your answers.
Ask for delivery address. Calculate delivery lime,
Customer wanls anolhr
Tell customer delivery tme.

pizza?

Language
uagr lequirements
We use should, have to and need to to express

The program should be easy to use.

requifements,

It needs to be fast but t doesn't have to ,ook good.


The clent wants the program to run on old versons

We can also use want + object + infinitive,

of Windows.
?

the

Speaking

Work in pairs. Use the flow chat in 6 to say what the program should do.
First, the program should find out uhat hind of pizza the customer LUants:
standard or choice of toppings.
Work in small groups. A shop selling fashionable clothing for young peopie
wanl.s an online order system. Think about the software and make a list of

reqrements.
The uebsite should look interesting for young people. lt should shou ...

10 Compare your list from 9 with another group's list.


53

Website design and architecture


Speaking

Work in pairs. Think of a typical website and discuss these questions.

I
2

Which pages do most websites have (e.g. contact details)?


Which of these items, or other items, is often at the top of each page? Which
is below that? What else might you find at the top of a web page?

. menus . search
. title
contact details
What makes a website easy or difficult to use? What makes it interesting?
Think about how easy it is to find things, what the website looks like and
what is on it (e.g. photos).

Vocabulary ? Complete the menus on this home page of a computer game website.

blog Contact us FAQS How to pay


lmages Login Players'forum Prices Videos

FAQS = frequenily
asked qugstions

Rea<ing

Company

How to play

Read this case study about a website development project. What do you think a
fan site is? Was the project successful? How do you know?

SEO = search
engine optimisation

developed. Her websites have won several awards. Here, she describes a recent project.
'Recently, I worked on a project for SLFan, a fan club for the Space fuberar game. There
were a few other sites for fans of the same game, so it was important that t looked exciting
and dynamc, to get more ste vsits. The customer also wanted their new ste to have two
dfferent areas: a public one for general content and a private one with premium content for

paying fans.
We decded to use a combination of PHe HTN/'|L5 and MySQL. PHP was chosen to keep
costs down (it's open source) and for ts flexiblity. lt's also very versatile: it integrates easily

with many other website tools. We manly used HTMLs for multimeda content but also used
other systems so that the ste can be viewed on many types of devces, including mobile
devices. And MySQL was just right for the prvate area: forum posts and other prvate data
can be stored in the MySQL database.
Speaking of mobile devices, one of the challenges was to make the ste vewable on moble
phones and smaller tablets. We had to make sure that every page can be seen in mobile
format. We also had to work on SEO because high search rankngs were required. That
involved workng closely wth SLFan.
The end result was a website that the customers were very pleased with. They were great

people and real fun to work withl'

54

Vocabulary 4 Find words in the case study in 3 that match these definitions.

1
2

ch

accessible by anyone (paragraph 2)


information, images, deo, etc. on a website or in an application
(paragraph 2)

better or more expensive than others (paragraph 2) _


hr'o or more things that are used together (paragraph 3)
that can be used in many different ways (paragraph 3)
things that are difficult to do (paragraph 4)
---

4
5
6

possible to see (paragraph 4)

_-

position on a page of search results (paraeraph 4)

_-

Language

We use the passive when the action is more important


than the agent (the person or thjng dong the acton), or
when it isn't necessary to mention the agent at all.

His webste s linked to my website.


The new webste was viewed many times,
Vdeos can be viewed on ths site.

these sentences in the passive.


They found a problem.
The customer requires a dynamic, exciting website.
We used PHP for this webste.
People can watch deos on this website.
People can dou.nload useful pDFs from this website.

Re\,,r,Tite

I
2
3
4
5

Speaking 6 Look at this website nagation chart. Which

pages are linked to the home page?


Which page is the parent node? Which pages are the child nodes? Which are the

grandchild nodes?

i"* I

^Tl'"

'oo

7 Work in pairs.

Student A, look at the information on page 6g. Student B, look at


the information on page 71. Follow the instructions.

writng

Read the text in 3 again. What was done to create the website? Complete this
email to your manager. Use the passive,

Hi Natasha,
Just to summarise, this is what we did to create the webste:
The code was written in pHR Javascript...

55

Software development
Speaking

Work in small groups. Have you ever seen any prograrnming code? Would you
like to be good at programming?

Work in pairs. Look at the section of code and the explanations and answer
these quesons.

I
2

Find an example of a constant in the code.


What do you think the value of x is, after the third instruction?

'a' is a variable. A varable is something that can change ts value (which can be a
number). The opposite is a constant: a constant can't change its value. For example,
here the number'3'is a constant but'a'is a varable:'3'is always '3' but 'a' can have any
value an instruction gves t: t can be 1, 2, 3 or ny other number. This nstruction gves
it the value '3: which it keeps until another instruction changes t. Variables can have
any name, and sometimes variable names are quite long. Forexample,'g Turn's a
varable
line oI code

programming

b=2;

instruction to

x=a+
Listening

show somethng
on the screen

3 GE

Listen to the first part of a conversation between two prograrnmers


talking about this code, which controls a robot using a mobile phone. Number the
variables in the order they are explained.

02

1nt q_Move = 0, g_Turn = 0;


void RxHandfer (unsigned char key Press)

03

0l

if
if
if
if

04
05
06

07

(key_Press
(key_Press
(key-Press
(key_Press

:= 1a'
:: \f'
:: 's'
:: \d'

: 1i
: 2;
g_Turn : 1;
g lurrr : 2;

g Move
g_Move

08

09

E
!
E
4

g-Tum

key Press
g-Move

Complete these sentences. Then listen again and check your answers.

I If g_Moue has the value 0, the robot


2 lfg_7irm has the value 0, the robot
3 If you press 'x' on the phone, key_&ess has the value _
ELqll 5g . the second pat of the
- conversation between the two
programmers. Which lines of code are-they talking about?
.

56

Listen again and label these illustrations with the keys that correspond to each

ts ffi->
Speakng

ffi,:=

direction.

Work in pairs. Look at the code in B again and complete this flow chart. Which
instructions in the code in 4 do they represent?

ny

)s

ring
1

the
We use make + object + bare infinitive and cause +
object + fo.infntve to explan how something controls
something else.

The'' key makes the robot go backwards.


causes the computer to print

Ths instructon

somethng.

Work in pairs. Look at your answers in 6. Take turns to say sentences about what
these key sequences do using maAe and cause.

a + f + d -+

'a' makes the robot go foruord.

Speaking

Work in pairs. Look at the meanings of these programming instructions. Take


tums to ask and answer questions about how each of the instrucons controls
information. Use moke and cause.

1
2
3
4
5
6

cout: sends out information to the screen


cin: takes input from the keyboard
rename: changes a nlename
exit: stops a program
time: returns the number of seconds since midnight on I January lg70
remove: deletes a file
A: Which nsuction makes the computer shou something on the screen?

B: 'Cout'.

10 Work in pairs.

Take turns to explain to your partner what these items do. Use

mahe and cause,


a mouse
A mouse makes the cursor moDe on the screen.

I
2
3

the 'Maximise' button


a right click
a double click on a file icon

4
5
6

the 'off ' switch

the'Send'button
the'Save'button
57

Project management
Speakng

Look at this Gantt chart. Why might someone use a Gantt chart?

compleie allmilestoes by the end ol Friday ofths wok show. For o\ample.lh li.al plan should be ready by 5 p m.
day al the end of w6l\ 3, and igsdback from lhe alpha lesling sho'rld b ready by 5 p.m. Friday al the 6nd oi week 1 0.

Leged
Alpha lesiing: n-mmpany checks to find and rcmove bugs
Beia iesling: checks by the clients io find any fudher bugs
Eelease candidaler linal check ior bugs brore dolivoriflg !o the cfionl

Vocabulary

Complete these definitions with the words in lhe box. Use the Gantt chart in I to
help you.

alphalesling betatesting

coding

feedback

milestone

release candidate

Listening

I writing software
2 an important stage in a proiect
3 the first stage of testing softvvare
4 the second stage-of testing software
5 information about problems or how good something is
6 the final version of software, if no-big bugs are found
3 Mm Listen to a programmer and proiect
- manager discussing the schedule
for the proiect in l. Are they near the beginning or end of the project?

Listen again. What was the mistake on the Gantt chart? Correct the chart in

1.

Language

We use p/an to, be scheduled b and be due to in


the present simple to talk about schedules. All three
phrases are followed by an nfnitve.

We're scheduled to finish this prcject on Friday and


we're due to start the next one on Monday.
We plan to test the software next week.

We use lhe present continuous if the event s part of a


fixed plan and we can clearly imagine it happening,

Alpha testng is finishing next week.

IL

tL

E
Work in pairs. Look at audio script 40 on page 79. Underline all the examples of
the language hom the Language box.

Pronunciation 6

Effi[&

Listen to two short conversations and underline the stressed words in


audio script 4l on page 79. Then practise the conversations with a panner.

Speaking 7 Work in pairs. Look

at the Gantt chart in 2 and tal{e turns to ask and answer


questions about the schedule. Use language from the Language box.

A:
B:

Whatb scheduled for week I1?


We're due to start coding again during ueek I l, after the alpha testing.

Work in pairs. Take tums to ask and answer questions about your work or
study schedule.
58

Business matters
I

Speaking

Work in small groups. Read this scenao and


answer the questions.
You work for a computer games company, Your

manager has asked you to prepare a routh plan


a website to advertise a new

for a new proiect

computer game. lt will be similar to other game


websites but with a special extra feature: an
online version ofthe game that people can try

out before buyint the real one.This feature will


need a lot of development
to

I
2

What is special about the new website compared with others of the
same tlpe?
What is likely to be the most difficult paft of the new website?

Work in the same groups. Read the scenario in I again and discuss these points.
Then draw a site map based on your decisions.
Decide:

I
2

what pages to have.


what tlpe of content to include (e.g. deo? any premium content? a
private area?).
how to navigate the site: which pages should be linked to which other pages?

Work in the same groups. Draw a Gantt chat for the proiect in l. Add the stages
in the box to youl chafi.

.le

alpha

testing

beta

releasecandidate

testing

client approvals
requirementsanalysis

planning

coding

Task
2

l
ln

10

11

'12

13

14

15

'17

1a

19

20

21

fllileslone

Work in the same groups. Use your Gantt chart from 3 to explain your project
to another group. Then compare your charts. What differences are there? What
mighi be the reason for these differences?

Wrting 5 Write

a short report to your manager describing your project. you can use the
information on page 5l to help you. Use these headings in your reporl:

.
.
.

Introduction (Cive background information about the project.)


Stages in the project (Describe the stages you planned in 3.)

Conclusion (Say when you think the project will finish.)

59

Investigations
Speaking

Work in small groups. Discuss these questions.

I
2

What was the last problem you had with an electronic dece? What oer
problems col d happen?
When you have problems with a dece, what do yu do? How can you
find help?

2 GE

Listen to six people describing problems. Complete the sentence about


each speaker's problem with the words in the box.

I
2
3
4
5
6

The application is
The computer
There is a
The computer is
.
The speaker had a disk
The speaker's moUe pnone has a

-.

-.

Which problem in

-.

2 means that the computer or program is still running

but

nothing can be typed into it?

Speaking 4 Choose one of the problems in 2 and describe it to your patner, without saying
the word(s). Can your partner guess what it is?
It's uhen the paft of your computer that stores nfomation stops orking.

Lisienng 5

ffiEl

fut these sentences in the corect order. Then listen and check your

answers.

I Ah. Have you tried restarting your computer?


E Could you do that? And ifyou sll have a problem, just call me again.
! Does it say anyrhing else?
E Hi, help desk here. My name is Suki. How can I hetp you?
E Er... no, I haven't.
E OK. C-an you tell me exactly what happens?

Ll

OK. Thanks very much. I'll do that.


Sure. When I press 'Send', I get an enor message saying 'This program has

found a problem and needs to close'Yes, hi. I've got a problem wilh my email. Whenever I try to send a message,

WeI, something about sending an eror report to the soft\.i,are company. Oh,

the program crashes.


and an error code: it says 'Error 35A4'.

Look at the conversation in 5 again. Whal is the problem? What is the solution?

60

Language

We use the preseni perfect when the time period


we're thinking about is not fnished. We can use yet if
we expected or wanted the action to happen before
speaking but t didn't. We can use aftedy if we
expected the action later but it happened early.

We use the past smple for completed actions n a


finished time in the past.

you reslrted the computer? No,l haven t.


haven't finished the programmng yet.
I've already rcplaced the hard drve.
Have
I

I emailed the manager last week.

Look at the conversation in 5 again and underline all the examples of the present

pefect and the past simple.

Complete these conversations with the correct present perfect or past simple
form of the verbs in brackets.

)ut

A: It's a pity your new mobile phone isn,t working.


(you/charged) the battery?
(charge) it this morning.
B: Yes, I
(yor/repair) the computers yesterday?
B: No,
A: I'm sure we'll get your computer working again. First, though, some
questions: what
(yodtry) so far?
B: Well, I
(restart) it five minutes ago.
(you,/receive) my email yet?
(not receive) anl,thing from you today.
B: No,
(yory'check) your junk mail folder?
A: Oh.

2A.
3

4A:
I

Use these prompts to wdte questions and short answers in the present peect or
past simple.

yorestart the computer/ye. (X)


A: Houe you resturted the computer yet? B: No, I hauen t.
yory'check the mantdlydtl? (/')
they/contact support4ast weeM (/y)
yory'check the cable/yel?
you,itest the broken computer/yesterdayf (v)
yory'try inserting another DVDI (/)

I
2
3
4
5

Pronuncation

(/)

10 EEETI Listen to these sentences and underline the stressed syllable in each
word. Then practise saying the sentences with a partner.
I The computer's crashed ree times today!
2 I've rebooted the computer.
3 Have you re-installed the softrare?
4 I haven't had time to finish the repair.

Speaking

'l'l

Work in pairs. Have you ever had a problem with any of these? What happened?
cable or connection
LAN eonneetion

computer database

monhor

email olierit

password

12 Work in pairs. Student A, look at the information on page

inte!nd connection
device

68. Student B, look at

the information on page 71. Follow the instructions.

61

Speaking

Diagnosis
'i Work in small groups. Discuss these questions.

diagnosis = finding
out exactly what
the problem is with
something

1
2

Look at the photos. What do you think is happening?


Have you ever called an IT help desk call centre? What happened? How was
the expe ence?

Vocabulary

Find words inthe form that match these definitions.

1
2
3
4

software for looking after help desk enquiries


record of a customer's problem or question
level
pass the problem to a higher level technician with more training

Tsr

help desk support tcket

Error messages (e.9. error type no.) (5)


Actons taken by user (6)

fl
Listening 3

Escalate to tier 2

ffiffi

Listen to a conversation beh/een a telephone help desk technician


and a customer and complete the form in 2.

Listen again and answer these questions.

I
2
3

What does the help desk technician think the problem might be?
What will happen next?
Which level of support do customers reach first: tier I or tier 2?

Language
Modals Of speculaton and deducton

62

We use the modal vetbs may, tlight, and courd to


speculate about possible reasons and causes. ln
questions we use can, could ot mght.

I'm not sure what the problem is. lt might be a software


problem.
Could t be a hardwarc issue?

We use mus when we are sure that something is true


and can't jf we are sure that something isn't true.

It shouldn't do that: it must be a ault.


The server can't be busy! No one's using the website!

We often use be + noun/adjective after these verbs. We


can also follow them with be + -,ing if it's a continuous
action, or with be + past partcple il it's a state.

The

seyet mght not be wo*ing or the cable mighl

not be connected.

Say what you think the problem is in these situations. Use larguage from the

Language box.
I can't connect to the network. I wonder if the server is working?
The seroer might nol be orhing.

My computer won't switch on. There have been many reports in the

newspaper about viruses recently.


I can't find the file I need. I'm sure it's not on the server

3
4
5
6
Beatling

l
_l

everlrrhere

I've looked

Mehmet, the support technician, isn't at his desk. He often has to help people
at their desks.
I left my mobile phone on for three days without recharging. I'm sure the
battery will be flat by now. lt usually only lasts a day.
I'm not sure what the problem is. I've checked the cables and they're all fine.
I can't connect to the internet. I should check whether the network cables are
plugged in.

Complete this company troubleshooting guide. Use the words in brackets and
language from the Language box.

Troubleshooting guide
Problem: 'l can't see anything on my computer screen.'

'I

Can the customer hear anything from the


computer or see any lghts on the front of it?

Yes

No

The computer (1)


(swtched on). Go to question 3.
The computer's power cable
(connected). Ask
(2)
the customer to check the cable. Go to
question 2.

both cables at both ends. lf this doesn't


solve the problem, go to question 5.

(faulty). Does
The montor (6)
the customer have a spare working monitor?

Ask the customer to try the spare monitor.


Go to queston 6.

No)

Unknown fault. Tell the customer that we


can escalate to a ste technican but if the
problem is wth the computer, there wll be

Yes

Can the customer hear anythng from the


computer or see any lghts on it now?

)
No )

Yes

a fee.

Go to question 3.

Does the spare montor work?

Go to question 7

Yes

,
No )

Yes

No

Can the customer see the monitor light now?


(a power problem).
Yes
lt (4)
Go to question 5.

No

Go to question 5.

The monitor (3)


(switched on). Ask the customer to press
the monitofs power button. After that, go to
question 4.

The monitoas cables (5)


(connected). Ask the customer to check

Speaking

(7)

(faulty). Replace it if it's under warranty.

Can the customer see any lights on the edge of

the monitor?

> The first monitor

The video card (8)


(faulty). Escalate to a site technician to
check the vdeo card.

Does the customer have a spare workng


computer? Does it work with the monitor?
Yes

>

No

>

lt's probably a faulty video card. Escalate to


a site technician to replace the vdeo card.

Unknown fault. Tell the customer that we


can escalate to a site technician but if the
problem is with the computer, there will be
a fee.

Work in pairs. Roleplay dealing with a monitor problem using the troubleshooting
guide in 6. Take turns being a caller with a blank monitor screen and the help
desk technician.
63

Solutions
Speaking

Work in pairs. Put these steps in solving an IT problem in the correct order.

Listening

n Decide which of the possible solutions is the most likely.


E If that doesnl work, try another solution.
E Check what the symptoms of the problem are.
E Continue this process until something works.
E Think of some possible solutions.
n Try the most likely solution.
',,:, - :-. lf I-rt." to two repair technicians in a computer shop talking about a
computer a customer has brought in for repair. Have they solved the problem yet?
Listen again and tick

test memory

/ the tests they have tried.


! replace memory
I

replace motherboard

Language

Proposing possble solutons


ll we add an extra fan,the computer should be fne.
lf we don't add an extra fan,the computer mght

We can use shourd or shouldn'l in first conditional


sentences for resulls we think are likely. lf we are not
sure, we use mig|.

overheat.

We can also use fry + noun/-ing to propose solutions,

Let's try an extra lanladding an extra fan.

:'

Complete these conversations. Use the words in brackets and language from the
Language box. Add any other words necessary.

1
2

A: My app hasn't updated to the latestversion.


B: Your phone settings might be wrong. Ifyou
(change/settings/app/update) soon.
A: My phone isn't sending or receiving data.
B: Mavbe the network connections are switched ofl Trv
(checVnetwork and connections settings).
A: My phone's running really slowly.
B: There might be some tloatware on it, which you probably don't need. Try

(remove/it).

A: I've just got a really high phone bill. It's too expensive!
B: You need to be very careful with some mobile phone data plans, to make
sure you don't go over your usage limit. If you
(checllusage/re gularly/you,ibe) OK.

Complete these definitions with the words in bold in 4.

I
2
3
Speaking

64

the amount of something that you can use


sofh^/are that some computer and mobile phone companies put on their
products as advertising
a document showing how much you have to pay for something

Work in pairs. You are technicians discussing a problem. Follow the steps below
and roleplay the situation. Then
- swap roles and repeat the activity.
. Student A: f,xplain the problem. (mobile phone works but not data)
. Student B: Ask what Technician I has done already.
. Student A: Answer Technician 2's questions. (checked settings, checked
battery Ievel)
. Student B: Make a suggestion. (try a different network)

vocabulary

,,'

Match illustrations A-F to dangers 1-6 in the leaflet below. Then match dangers
1-6 to the pieces of adce a-f.

=(?

the

RSI = repetitive
strain iniury

Dongers

Advice

7Y

'l

bockoche

Try

eleclric shock

rke

3
4 trips ond folls
5 short circut
burns
RSI

Writing $

o)
b)

t/

Move lhe cobles.


Don't bend your bock while sitiing ot o deskl

c) Let it cool down.


d) Unplug!
e) Keep your wrists slroight.

fl

Don't spill your drink.

Wte a sentence for each of the illustrations in 7. Use language from the
Language box on page 64.
Unplug the computer before orhing inside it. If you don,t, you might get an
electric shock.

low

Speaking ii Work in pairs.

Take tums to give warnings about the dangers in the illustrations in

7. Follow these steps.

.
.
.
.
.
.

Student
Student
Student
Student
Student
Student

A: Point out a problem to Student B.


B: Ask why it's a problem.

A: Explain why it's a problem.


B: Show understanding and ask what to do.
A: Explain how to avoid the problem.
B: Thank Student A for the advice.
65

Your future in IT
Speaking

Work in small groups. In what area of IT would you most like to work? Why?

Heading

Complete the CV with these headings.

a) Education and training


b) Main actities and responsibilities
c) Organisationalskills
d) Personal informaon
e) Personal skills

0 Position held
Subjects/Occupational skills covered
h) Technical skills
D Title of qualification awarded

j) Work experience

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Speaking 3 Work in pairs. Discuss these questions.

I
2

What technical skills do you have? Where have you used them?
What personal skills do you have? In what situations have you used them?

Wrtng 4 Write your own

CV Use the Europass CV s[ucture in 2.

Language

plans
We can use pranlintendlopelexpect + to-nfinitve to
taik about career plans.

Speaking

I hope to manage my own team.


I expecl to stay with this company for many yearc,

Work in pairs. Tell your partner about your career plans. Talk about further
qualifications, skills and positions.

Speaking

Business matters
-! Work in groups. Discuss lhese questions.
I How do you feel about interews?
2 Have you had an interview? Tell the group
about an interew experience. What was
the interview for? What happened in the
interview? How did you feel?

)red

Work in the same groups. Discuss the personal and technical skills you might
need ifyou apply for these jobs.
help desk supervisor project manager software developer
systems administrator systems
web developer

analyst

If you uork as a help desk technician, you haDe to be good at teamlDork. You
should also lihe uorking LDith customers.

Work in new groups. Discuss these questions.


I What might you be asked about in a job interew?
2 At what stage in the interew can you usually ask questions? What might you
ask the interviewer about?
Work in pairs. You are going to roleplay a job interview. First, read the job
advertisement and choose one of the jobs to apply for. Then follow these steps.

Interviewers, think ofquestions to ask the interviewee. lnterewees, predict


what questions you might be asked and prepare answers. Make sure your
questions and answers include these topics:
. expenence
. technical skills
. personal skills
. why the candidate wants the iob
Roleplay the interew. lnterviewees, remember to ask the interviewers some

questions at the end.


Swap roles and repeat the activity.

We are opening a new office and need up to 40 new people with a wde
variety of technical lT sklls. We need people for the following postions:

.
.
.
.

systemsadministrator
web developer
software developer
project manager

.
.
.

systems analyst
help desk technician
database administrator

ln addition, we need supervisors and managers in all of these areas. For all
positions, good personal skills are important.

Please apply wth CV to jobs@ClTltd.com.

67

3
lnternet

Data communication

browsing Speaking exercise

12 page

2l

lTr

Read these web addresses to Student B. Then listen and write down the web
addresses Student B reads to you.

Website design
and archiieclure

1
2

w.r,lw.w-3.org

Development

www.basic-comp.co.jp/forum/l_754

www.aceinfo.net.au/about

Speaking exerclse 7 page 55


Share information with Student B to complete the website nagation chart in 6
on page 55.
Tu;o child nodes ore linhed to the home page. They are called ... and ...

8lT Solutions
lnvestigatons

Speaklng exercise

l2 page 6l

You are a telephone help desk technician. Use these prompts to help Student B

with their problem.

.
.
.

suggestion l: reboot computer?


suggestion 2: check cables?
solution: check cables
Swap roles. You have an IT problem. Use these prompls to ask Student B, a help
desk technician, for help.
problem: computer running very slowly
response to suggestion l: only email and word processor
response to suggestion 2: only 200 MB free

.
.
.

68

I Working in IT
lT workplace

rules

Speaking exercise 8 page

You are a new employee in Student As company. Listen to hAr/her explain some

IT workplace rules.
Swap roles. Student A is a new employee. Explain these IT workplace rules to
him.zher.

.
.
.
.

start work by 8 a.m.


eat at desk
keep desk clean

./

connect own deces

,,Y

Meetings Speaking exercise 6 page l0


You are an IT support technician. Student A is an operations manager. Roleplay
a meeting about replacing old equipment. Follow these steps:

I
2

3
4
5

Listen to Student As self-introduction, then in[oduce yoursell


Explain the problem: seven laptops are very old; you need new ones. Make
a suggestion.
Listen to StudentAs response.
Erplain that tablet computers can't run the company's soft\.vare. Suggest
purchasing some computers now and more later.
Listen to Student As decision.

69

3 Data communication
lnternet browsing

Speaking exercise

l2 page 2l

Listen and wdte down the web addresses Student A reads to you. Then read these
web addresses to Student A.

I
2
3

w'\.rw.worldbox.com.sa
www.intemode.net.de,4f,usiness_intro

Administration

wr,rraz.ug.edu/study/program.html?prog=2236

Speaking exercise 5 page 29


Listen and write down the formulae Student A reads to you. Then read these
formr ae to StudentA.

Spreadsheets and

formulae

equals if ... brachet ... A equals 20 ... comma ...


B2 comma... nought... close bracket

f*

=5UM(D2 J2)+5UM(|3

f,

=SU[(F7:F2 5)r36

10)

t*

=(B7tB8)/B2

5 Choice
lT

costs

Speaking exerclse 7 page 39


YouI IT manager has asked you and Student A to calculate the total cost of o\.!'nership
(TCO) of two items over three years. You have the costs for the Samiba DR750laptop

and Student A has the costs for the Sundai TB10.6 tablet. Answer Student As questions
so at he/she cn complete e first part of the TCO calculation worksheet below.
Then ask him//her about his,/her information and complete the second part of the

worksheet.

Quotation

Total coet of ownerhp calculaon

We appreciate the opportunity to quote for you


on the Samiba DR750 laptop computers. Prices
are per computer

. Samiba DR750 with OS

installed:

$540.00

Office:

$379.95

l\,4crosoft

Offce Home &

. Three year warranty: ncluded n price


. Training: not necessary
software
s standard

70

battery:

ofyears: 3

Item
lnithl purhaee coet
qofl:ware cogto

Warranty
Tec h n c a I o u p port c o et e

Trainn4

)lther teme

. Tech support: free

. Spare

No.

$79.80

wo*eheet

Total coelt of ownerehp

Samiba DR75O

5undaiTB1O.6

SS

sol

6lnteractions
E-commerce

Speaking exerclse 6 page 49

Read these definitions to Student A. He/She will give you the correct acronlm or
phrase for each definition. Write it in the gap.
a) this stops people from copying music or software after they buy it
b) businesses that have real world shops as well as online shops
c) a way for devices to transfer information between each other when they are
close or touching; can be used for low price e-commerce

Student A will read e definitions of some words to you. Give him,/her the correct
acronyrn or phrase from the box for each definition.

SSL = secure
socket laye

Ip

82G

7 Development

rp

fns

Website design
and architeclure

Speaking exercise 7 page 55


Share information with Student A to complete this website nagation chart.
TLDj child nodes are linked to the home page. They are called ... and ...

8lT Solutions
lnvestigations

Speaklng exercise 12 page 6l


I You have an IT problem. Use these prompts to ask Student A, a help desk
technician, for help.
. problem: no internet connection

.
.

response to suggeson l:
response to suggestion 2: ,Y
Swap roles. You are a telephone help desk technician. Use these prompts to help
Student A with their problem.
suggestion l: how many programs/open?
suggestion 2: check space on hard disk?
solution: need to make space on hard drive; delete things

.
.
.

7l

F:

Uni

Unt 1 Worklng n lT
Hi there. I'm Maria. I have a great job. I write software for
the company's computers.
Hi. I'm Ahmed. I supervise a team oftechnical support
people. When our customers have a problem, we help
them to get things working again.
Hello. Freddy here. I work tor XBM Technoloqy. I,m
responsible lor our lT projects. I have to plan projects and
make sure they're linished on time, and also thal they
don't cost too much moneyl t's a very stressful jobl
My name's Hana. Hi! I look after all the computers in
the company's offlces. I set up new computers, instal
software and generally keep everything working. And if
omeone has trouble with their computer, it,s me who
has to diagnose the problem and fix it. Oh, my job titlel

I'm a support technician.


Hiya! My name's Timothy but most people just call me
Tim. In my job, I design daiabases, then develop them
and later mantain them.
Helo. l'm Sophie. I have a very interesting job. When
a company wants us to \a,rite software for them, I visit
them and find out exactly what they need. Then I write
speciflcations ior the software. Our software deveopers
then write the sotware to match the speciijcations. My
job title is systems analyst.

A:
B:

B:

Bi

B:

B:

72

Hi, Robert. Just to help me understand what you do,


could you tell me about yorr daily routine?
Well, every day is diiferent. But generally, I arrive at
work at about 8.30, go straight to my desk and check my
email.. I u'ually hre lew ot lhFn. I repl) to di ndn]
as I can but by nne, when most of the office stafTarive,
my phone generally stars ringing.
So how do you actually help people?
Hmm ... it depends. I normally try to visit people at their
desk blrt occasionally, problems come in from sales
people while they are out visiting customers problems
with their laptop, for instance. Then I have to solve the
problem on the phone or by remote access. This isn,t
very common though.
And what else do you do?
Well, fuom time to time, i have to attend meetings wth
managers and talk about our IT systems. And a few times
every year, I speak to visitors who are selling equipment
we might want to buy. I hardly ever go out to visit them
though - just once when I went to the local computer
shop for a cable because we couldn,t wait for deliverv .

So whal does your company do?


Well, we mostly develop apps [orApple and Android
devices - iPhones, that kind ol thing.
And who are your customers?
l\,lm -.. the], could be anvone, really. For example) many
are companies, wanting an app to show their products.

We also do a lot

ofwork for educational organisations.

A:
B:

The], often want apps to help people learn someihing.


Does your companv produce any hardware?
No, that's a very dilferent field. Al our products are
software. But we do work closelv wiih hardware

A:
Br

manufacturers lo make sure our software works well.


And what are your future plans?
Cood questionl We have a product lalnch tomorrow
night. Do you want to come?

u=lvan;L=Lateeial

I:
L:
l:
L:

l:
Lr
I:
L:

Hi, Lateefa. How's your ne\ / iob?


Cood, mostly, lvan. I enjoy programming. But I had a
small problem today and I wanted to call my mother. My
manager heard me and told me not tol I can,t even make
personil phone callsl
Oh dearl That's a pity. But il's the same in my ofce. It,s
OK if we use email though. No problem then.
And that's not al. When my manager came over to mej
she saw I was trying to update the software to a new
version. She wasn't very happy at ali! She said I mustn't
install anything m-vself, for security reasons - I have to
ask the support technician to do it. That's a bit ofa pain
when you're busyl
I Suess I'm lucky! I can install apps as often as I want.
One lhing's good though.
What's that?
Occasionally, I can work from home. That means I don,t
see my managerl Greatl

I.l = Juliette; F

J:
F:
U:
J:

F:
J:
U:
F:
U:
.l:
U:

OK,

mid(

whe
!'ou
CPL

!\'hit

lor

of th
leng

thal
conl
audi

conl

upa

kno,
drivr
the\
thp I

= Fred; U = Ulrikl

Hi. Juliette here, ChiefAccountant. Is everyone there?


Yep, Fred here, Office Manager in the Manchester ofijce.

Ulrik here, also in the Manchester office. I,m he IT


Support Officer.
OK. Let's start the meeting. I understand that your
Design Department's computers are very slow and we
need to find a solution. We don't have much money
lbr IT equipment at the moment, l,m aliaid. Any
suqgestions? Fred?
What about upgrading to a new version of Windows? A
new operating system is much cheaper than bung new
computers and should be faster.
Good idea. How does that sound, Ulrik?
Um ... weil ... I'm afraid there rnight be a problem_
Unlbrtunately, the computers just won,t run the new
Windows well. They're just too old.
OK- Could we buv more memory then?
That wouldn't work either, unlortunately. We can,t plrt
any more memory in. They're already full. I really don,t
think that upgrading wil work.
That's a pty. We just don't have enough money to
replace all the computers. Do you have any more
ideas, L-llrik?
How aboui just replacing four computers for now, and
the other lour later? I think I can find some good deals.
How does that soond. Fred?

[4:

I\4:

l\.1:

M:

M:

I\4:

[4:

um ... I think that will work. I think the designers will


be happy.
OK, good, that's decided then. Ulrik, send me an email
when you've found a good price. Now, let's move on
to the nexl item on the agenda, which is the cost of
the new...

Well, they're 3.4 giSahertz all right but they seem to be

Yes,

Unt
)ns.
ng.

a
:r. My

make
.

It's

me,
stn't
to

lain
]t.

lon't

M:
M:
M:

lT systems

ffiffi

OK, see the large thing with silver-coloured edges, near the
middle - well, just above the middle? That's the CPU socket,
where the CPU, the centlal processor unit, goes. Now, can
you see the Iong orange and white slots to the right ofthe
CPU? Thee's a white one, an orange one, then another
white one and another orange one. They're for the memory
- for the DIMM memory modules. Now look at the bottom
of the board. See the green and orange slots of different
lengths? These are where the graphics card and things like
that go. Now, looking at the left-hand side: this is where the
connectors are. The lower ones, nearer the bottom, are the
audio sockets, for the sound. And above them is the Ethemet
connector, where you plug the network cable in. And higher
up are some USB ports, for connecting yourperipherals - you
know, things like your keyboard and prilter And the hard
drives and Bu-ray dive? They plug into the SATA sockets
they'e the orange things in the bottom right-hand corner See
the five of them?

M:
M:
M:

A:
B:
B:
B:

e?

lfice.

B:

order form here.

A:
M:
A:
M:
,ut

A:
M:
A:
M:
A:

nd

here. OK. I've got the

A: And here's the delivery slip fom the shipment.


M: Right. Let's see if they match. What's first on yours?
A: Five laptops, each with a 2.73-gigahertz dual-core
M:
A:
M:

M:

oK.

pane?
B:

[A = Assistant; M = Manager]

A: The shipment iust arrived!


M: Great! Let's check ever,,thing's

OK, so first, can you see 'Computer' in the lefthand


pane?
Er... mm ... no, I don't think so.
OK, can you scroll up to the top?
Ah, yes. I can see il now.
NoW right-click on that and a menu will appear
Just select 'Manage'. There may be a short wait but a box
should appear. Can you see it yet?
Mm.., not yet. Ah, yes! Therc it is.
Can you see where it says'Storage', in the left-hand

"ffi

1 a dual-core processor
2 a quad-speed Blu-rav drive
3 a 3.s-millimetre socket
4 a micrometre
S lS nanometres
6 a 26"kiloblte file
7 2.4 megahertz
B 4 terabytes
r_trm

quad"cores.
Ouch!
All with twolerablte hard drives.
You mean each has two drives, one terablte each?
Nope, they each have one drive, h^/o terabltes.
Oh dearl Still not what we ordered. We really need
lhe tlvo separate internal drives. How about the
graphics cad?
Two gigabytes.
That's OK.
And the optical drive is a 6 x Blu"ray drive.
Good.
And there are four USB ports and a wi"fi card.
Well, they got the optical drive and the wi-fi card right
butwe asked fo eight USB portsl Oh dear! I'll call Dingle
straight away.

processor.
OK, that's fine.
And 3go-gigablte dives.
Ah! We ordered 500-gigab!,te drives. Oh dear! How much
memory do they have?
Eight gigabytes.
That's no good. We ordered 16. How about the deo
card?
Ladeon 3850. One gigablte.
Well, at least they got that one right. And the screen
resolution?
15.6-inch, 1920 x 1080.
Hmm ..- Should be 1366 x 768. I won't complain about
that though.
And four USB ports, no OS, one year warranty.
Yep, thatbit's fine. How about the desktops? There
should be ten of those?
Yep, that's what this says as well. And, e ... yep, ten
boxes.
And they should be 3.4 gigahertz and with eight cores.

Yep.
Just to the left of that is a little box

with a plus sign. Click


on that.
Um ... yep, got it!
And a new icon will appeai, labelled'Disk managemenf.
Click on at and a list of your ddves will appear in the
cenbe pane. How many are therc?
There are two:'Disk 0'and'Disk 1'.
I see. Now, just right-click where it says'Disk 0' and
choose 'Propedies' from the menu. Then, from the box
that appears, choose the 'Details' tab. Thenyou'll see a
drop-down menu.

B:

A:

B:
B:

Yep, got it.


In that drop-down menu,

select'lnstall date'.

Um ... iusl a momenl while I look for it ...


It's about half way do\4{. You'll probably have to scroll
down a bitAh, yes. Herc it is.
OK, thanks. What date does it say?
7 December 20l l.
OK. Thanks very much.

ffiffi

'We've come across a few organisations recently who


have
been using open source software. We think this is a big
mistake. Why? Well, there are several reasons.

ofcost. Many people think that open


source software is cheaper than proprielary software.
However, this is not true. Yes, it costs less to buy to begin with
but that's not the only cost. There's also the cost of training
and the cost of suppo. A lot of proprietary software is very
corunon, so there aie many people who already know how
to use it. But open source is often unfamiliar, so additional
training is required. Also, open source operating system
proders often make their money by charging for suppot;
but if you buy propietary sofh,7are, support is feeFirst, there's re issue

73

Secondly, companies that produce proprietary software can


pay salaries to their sofhvare developers. This means that
proprietary sofh^/are is usuallybetter, with more features, a
better-looking user interface and fewer bugs.
Final), with operating systems. there s one major
disadvantage of open source systems. Most commercial
software doesn't rurl on open source operating systems.
Open source applications lor word processing do exist but
lor others, such as design ad deo editing, they are not very
good. For those puposes, the industry standard is to use

proprietary software.

Unt

B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
Bi
Ar

Hi, is that the IT Department?


Yes. Can I help you?
Er... yes. I'm hane trouble with the new browser
using on our PCs.

B:

we're

OK, what's the problem?


Well, the old one had a box for searching.
The search bar? Yep, this one has it too but it's the same
place that you rype the web address into.
Ah, you mean that one that stafs with 'http'?
Yep, that's it.
OK, let me try it. I need to open a new tab first. I knew
how to do that in the old browser but not in is one.
NoW see the Iittle shape to the right of your cuent tab?

B:

B:

B:
A:
B:
A:

B:
A:
B:

A:
B:

What's the address?


ll's W-W-W, dol, D, dash, O, dash, soc ialorh; all oe

B:

B:
A:
B:

Yep.
Dot, gor, dot,
Yep.

A-...

A:

Then forward slash, sc/ools, underscore, h^/o, dot, H-IM- and then a question mark, followed by 22.
OK, so that's W-I,V-W, dot, D, dash, O, dash, socdlrol,
dot, gor, dot, A-', forward slash, sc/oos, undeEcore,
two, dot, H-I-M-, question mark, 72?
That's itl
Great! Thanks very much.
You're welcome.
B:

ffi",&.

A:
B:

74

Could you tell me the address?


Yes, sure. It's W-W-W, dot, A*C-A-M-y, dot, com, slash,
seac, slash, /esI/s, underscore, 28, dot, A-S-P-X,
dash, P.

Hi, Matt. Ae the new tablets for the installation


technicians ready?
Yep,

nea

Greatl How much paper do you think they'll save?


Lots, I think. Curently, we print out instructions and then
give them to the installation technicians who go out to
clients. And when the work is finished, the customer
signs for the work. After al that, e technician takes all
the paperwork back to the office.
Yep.
But with the tablets, we can just send the

work

inslructions over the mobile phone network. The tablets


have GPS and maps to help find the clients quicldy and
easily. The customer sigm the electronic versio and
the system sends it to the customer's email address,
together with an invoice. AIso, the data about each job
goes straight to our database.
Creat! And do you think the tablets will improve
flexibility?
Sure. Sometimes a customer changes their order when
the technician is already out ofthe office. ln the old
system, that was a problem because the paperwork was
already with the technician. But with this system, we can
just update the instructions remotely.
That sounds Iike better customer seryice! I guess we can
also communicate more easily with the technicians?
Yep. If they need spare parts, theyjust send the
specilications directly. Much qcker than telephoningl
And there are probably fewer mistakes that way as well.
It's the same when changing their schedules. We can do
that when they're out working as well.
Sounds great!

Unit

A:(

B:l
A:l
B:i

B:l

B:

ffT

&#r

1(

PI

d-,&

word...
B:

And how are your sales team connecting to e internet


nowadays when they're visiting clients?
Um ... they jst log in in the normalway. They have
dongles that plug into their Iaptops. With those, they can
send data through the mobile phone system. Or they can
use a wireless connection.
Hmm .., that doesn't sound very secure.
What do you mean? They all have passwords.
Well, after the data leaves the computet there are many
ways for people to read it iI they try hard enough.
Yeah, but that's not very common, is it?
Achrally, you'd be surprised! It's happened to many ofmy
cliet.
Oh dearl What can we do?
Well, what I recommend is a\?N - a virtual private
nehvork, which is a very secure system that's easy to
use. Yo team will be able to log irl from an] r'here.
Sounds greatl ls it difficult to use?
Not at all. Your sales team will log in as normal; they
can use the same dongle or wi-fi networks as now. The
system will encrlpt your data - in otherwords, it will
change your data so that no one else can read it; only
your company's computers. Even the governmentwon't
be able to read t! You don't have to woIry about secr-rity
at alll

tEr-)ltFFg

A:

B:

ffit
td,J

Ld{-S&

A:

Yep.
Just click on that.
Ah, yes. l've got a new tab now.
OK, nowjust pe what you are looking for into the

address bar and hit'Enter'. It'l search foryou.


Oh,l see. OK, that worksl
Great!
Thanks. That's good. I understand that now, But
something else is confusing me: I can't see ay menus.
Where did they go?
Well, see that spanner srmbol in the top right corner?
Click on that and you'll see all the menus there.
Oh yesl Thank you. I don't know how I missed that!
Great! ls ever)'thing else OK?
Yes, thanks. There is one ing I do like. I can see all my
bookmarks noq just below the address bar. Much easier
than going to a menu for them Iike befoe!

OK, so that's W-W-W, dot, A-A-A-M-y, dot, com, slash,


sea/c, slash, resulrs, underscore, 78, dot, A-S-P-X,
question mark, P?
Almost right, It's dash, P at the end, not question mark, P.
OK, thanks very much.
No problem.

AF'FEE

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There's one thing they don't like though: we've blocked


access to social networking sites and video streaming.
Well, we don't want them using those at work now,
do we?

Unt
rnet

'can
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rany

)f my

4 Admnistration

@_&d,B
OK, so here's the price calculations worksheet. You can
probably see what it does. We wrote it to add these three
values: 2.17, 59.45 and S2.99. So, see. if we add those
three values, we get a total ofSl4.6l. OK?
Yep, that's clear.
Now, see that total, the14.61? That's in cell 86.
Ah, because it's in the cell where column B meets row 6.
That's right, you've got it. Now, if we click on cell 86, we
can see the formula in it here, right next to where it says
f. Notice the equals sign. All formulae have to start with
an equals sign. Then, after that, is the function, which,
n this case, is slm. Now, this function iust adds up the
values in the cells.
OK, I see. It says,'equals sum, bracket, 83, colon, 85,
close bracket'. What does 83 coon 85 mean?
That just tells it which values to look up. It means cells
83, 85 and ever),thing in between in the same column.
I see. So it adds up the values in 83, 84 and 85, to get
the 514.61.
Yep, that' right.

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'on't

uity

Can you tell me what's \ /rong? I

your instructions but ljust get an error message.


I can't find the spreadsheetl I definitely saved it in my

main folderl

tlped in the formula from

Yesterday I designed a spreadsheet to work out last


month's sales figures. However, it just doesn't work!
I t)?ed a date into this cell but it shows me a number
instead.

then

rry?Fftg

:o

Oh, yes, I was going to walkyou through ouf client databaseIt's quite simple and it has the usual objects - tables, forms
and reports. Now, hee's the table for the client companies. It
looks like a spreadsheet, doesn't it? Each record in the table is
like a row on a spreadsheel. It has several fields - Iike cells in
a spreadsheet. This one has the customer ID and information
about the person who we contact al the compdny: given
name, family name, job title, email address, you know, things
like that. We give each cusiomer a customer ID so that each
record is unique - everyone has a different customer lD.
Because it's unique, we can use it as the primary key.

,lets

nd
I

len

can
can

r'ell.
1

rlo

Now, um ... there's another table herc, the table for orders.
We give each order a unique order number - that becomes
the primarv kev for that table. And we have fields for item,
number of items ordered, cost and so on,
Next, we have the forms, which make it easy to put
information into a table. This one's lor addig a new
cuslomer or updaling cuslomers delails.
And we have a few reports already prepared for printing.
Here's one of them, the yearly report for total sales. We can
also retdeve a record, of course, if we just want to look at one
record. And if we want to combine information from more
than one table, we can query the database. Is that making

How did the upgrade to the accounting software go?


Quite smoothly, actually. We deployed it OK, I think most
people didn't notice!
And the backups?
They're all running smoothly. In the Design Department,
one of the computers had a disk crash, so I put in a new
one and recovered the data from backup. That was fine.
It was up and running again in a couple ofhours.
And the new staff members?
All good. I set their permissions on the system and
showed them around the network.
And the steps we were going to take to improve security?
Yep, the markeng team now have read-only access to
the accounts data. And I locked them out ofsome areas
completely.
And did you check the logs?
Well, I dd but there was something that looked a bit
strange. Let's check that out Iater?
Sure. And were therc any other problems?
Just the usual small ings - I had to reset a couple of
passwords that people forgot and sort out a problem with
someone who thought his password wasn't working. The
usual thing - he'd just left his 'Caps Lock' onl
Greatl Let's hope today goes as smoothly!

ffiI
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ji

ail

Ar

Hey, Ken. How's everlthing been?


Pretty good, I think. No major problems.

.:l
i

Dalya, before you close the database, could you email me


a report on last month's sales?
AJter panioning the hard drive, could you mn a memory
check?
Yoshi, check your schedule before you re-install the
operating system; it can take over an hour. And you'll
have to staywth it - it'll ask you to do seveI things while
it's installi9.
After I get access to your machine, you'll see the cursor
mong around the screen. Don't worry- it's just me
checking a few things.
Just one point about our company rules: before remote
accessing anyone's computer, you should always ask
them if it's OK.

&.r#

A:
B:
A:

B:
A:
B:

Hi, Peter. Could I have a


Sure.

I'm having a bit of trouble with that new NAS device.


Everything was fine with it yesterday. But this morning
the accountant was trying to save a spreadsheet to it and
she got an error message. So I checked it and, yes, I iust
couldn't connect to it from anylvhere.
Oh dearl Any ideas?
Well, there's no prcblem with the network - I tested that
a few minutes ago - so I'm confused; Perhaps there's a
problem with the network cable?
That might be il. Let's take a look.

Unit

':
2

sense? Any questions so far?

quicl word?

Choce

Dedicated hosting is more secure than shared hosting.


The Basic plan gives you more bandwidth than the
Superior plan.
Websites ru faster o dedicated servers than on shared

75

.1

Of the three, the Basic plan has the least powerful


processot

i:r|

A:

B:
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A:

B:
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Ur

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Hi, how's it going? Did you find a hosting serce that we


can move ouf website o?
Yes, I'll give you the details later but, basically, the
company with the best deals has three options and I
think we'll find one ihat fits our needs. And if we don't,
they can customise if we give them some specifications.
Sounds good. How about the prices?
WeI, the set'up fee is the same for all plans: $200. And
the monthly charges go tuom $200 to 500.
OK, $200 dollars isn't bad but 500 is a bit high. We're nor
a big company. But let's look at the technical details. Is
there enough storage for the information about all the
music we sell on our website? We have nearly a terabyte
of data there, I think.
Yep, we should be able to get every item that we sell
onto the website.
And is there enough bandwidth for all of our customers?
We had over 10,000 last month.
Yep, I think we're currentiy using around two tembytes a
month or more. Their plans cover that amount.
And what about processing power?
Well, we don't need the servers to do a lot ofprocessing
- they just need to cope with lots ofsits to the site.
OK, sounds good. Let's have a look at the details.

;ii]j:lJ$f
Well, it cost 1,200 to buy but then we spent 45 on some
memory cards. It broke when someone dropped it, so we
had to buy something to protect it. So that was 35 for a case.
We also pay 4.50 a month for the photo sharing website so
that clients can see the photos. So that's 1,200 plus 45 plus
35, which comes to 1,280. Then, for the photo sharing site,
it's 4.50 per month for 12 months - 12 mes 4.50 is an extra
54 per year So, assuming its lifetime is ha/o years, we,ll pay
1,388 in total. Dide that by the two years and we get694
per yeaJ. And lhal doesn l nclude any repars ...

r' :;'.?S
'i Ar So, could you tell me howmuch it costs?
B: Sure. We have a free trial version which you

can

use fo 30 days and you don't need to pay anlthing.


During that time you can use all the features. But
to use it after that, a licence costs 799.95 and that

allows a unlimited number ofusels. I should letyou


know that we are bringing out a newversion eady
next year

butyou'llbe able to upgrade for only a

small charge.
il A: Could you tell me ifthere's a trial version?
There isn't, but we can do even better than that. We
have a version that is free foreverl It's limited to one
user and won't work on networks but hundreds of
thousands of users already have it and they're all
happy with it. Ifyou would like the network-enabled
version and multi-user features, we can work out a
special price for you as you're such a good customerl
l_: A: Can you tell me what the price is?
B:

Definitely. We have plans to suit all sizes of company.


will use it?
Um... afound ten or so.
B: OK, you're in luck! Our towest pricing tier allows up to
eight, so that means you'll be on the second price tier,
which is S79 per month. For that, you get unlimited
Can you tell me how manv of your staff

:
:
:

Can you tell me which pcing model you prefer?


Could you let me know which email client you use?
Could you tell me how often you use the internet?

Fs'-.i{*fF

l'm a graphic designer. I own my o\4fl small company


and work by myself in a small off:ce. I design sales and
marketing material for other companies. Untilnow I
haven't done any three-dimensional design, though 3D
may be useful in the future. Because I'm a one-person
business, I can't spend a lot of money. I can usually
work out how to use software by mysell so training
isn't a problem. However, if I have a problem and I need
support, I'll need it quicklybecause my clients don't like
waiting for me. I don't want to nish projects late because
of sofware problems!
We're a small company wth seven architects, and 14
workers in total. We specialise in small proiects and
use IT for two things. The first is to help with the design
process - actually designing the building - and the
second is to show clients what their buildings will look
like at different times during the day and at night. Our
workers like using technology but they're very busy and
don't have a Iot of time to learn new sofh4/are. We also
don't have a lot of money to spend at the moment.
We are a medium-sized toy companywith several offices
throughout the country. Our Design Department, here in
Machester, has 27 people. We need a CAD system to
speed up the design process, and becase buyers want
to know what new toys look like. We also need to be able
to output data to the manufactudng division, to program
the machines used for making toys. In the past we used
several different CAD packages, so the new system needs
to be compatible with files from the old system. We're
happy to spend a lot of money if it's a good product.

B:

ii-.t"Eil

76

updates and up to I5 users. And when your business


grows, it's easy to upqrade to the next tier.

Good morning, everyone. As you know l'm going to talk


about my company's recommendations for our newwebsite.
ln this talk, first, I'll give our web server recommendations.
Then I'll give our recornrnendations for a contenl
management system.
Let's look at web seryer requiements first. Your website
isn't very big, so you do't need to spend lots olmoney on
a powerfulserver Also, I don't thinkyou need dedicated
hosting; it can be quite e\pensive. I recommend the shared
hosting option for these reasons. It provides 200 gigabltes of
disk space ad 500 gigabytes ofbandwid. This should be
fine for your needs. You'll need a database ofpeople who
register on your site but this should be OK on a shared server.

web content management system, the CMS, my


company looked at two options: an open source option and
a propetary, subscription-based system. I know that you
need a low"cost solutiorl The open source option is cheaper
than the subscription plan but unfortunately, I don't think it
will meet your needs. For one thing, it doesn't automatically
support mobile phones, wi their small screens. However,
the subscription-based site will change pages io mobile
phone size automatically. This will be useful for the future.
So, in conclusion, I recommend the shared seNer. I also
recommend purchasing the subscription-based CMS to look
after yourwebsite.
As for the

B:

Unit

6 lnteractions

l:ii!r*i
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3D

Ourwebsite is getting more and more sits. We'll need


more bandwidth soon.
My colleague gave me some good news. Laptops are
getting cheaperl I'll buy one soon.
The number of companies using a social networking
system is increasingThe number ofvisits to our website is going dourfl. This
isn't good. We need to look at this.
More and more staff are asking for mobile access in order
to work from home.

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ally

)ok

few more

features - not just the chat and forums in our current


system. And our staffare using the current one less and
less nowadays. I'll tell you what we want - could you try
to find something for us?
Yes, sure. No problem.
Great. Now for one thing, ow staff are spending more
time than before with emals. We need to help them be
more productive with their time. One thing they ask for is
to be able to access documents easily.
Aclually, we have document ma[agement in our current
system. It's not very easy to use, though, and I don't think
many people know aboul it.
Ah, we need to tellpeople thel But canwe add
comments next to each document? Then people
wouldn't have to send so many emails and everyone
who uses the documents would be able to see the
comments. ly'e're doing more and more work with
overseas departments nowadays, so this would be
very useful.
Sure, we can qet that. Comment features are normal in
most new systems now.
And more people are working from home, so they need
to access information there. Also, people need access
while they are visiting customers.
Most systems have Android and Mac iOS clients for
mobile phones nowadays, so that should be oK.
And security is becoming more and more important all
the time. Can you make sure the new system is secure?
Yep, I can do that. We have some secuty features at
ihe moment but they're not very good. We should get
better onesr most curent systems support enc{?tion,
for example.
And it would be great to be able to 'talk' to systems - you
know Sive them voice commands, voice ecognitio.
Then they should be easier to use. That feature seems to
be getting popular,
You mean speech{o{ext capability? Sure, I'll look out
for a system that has that. Orwe could just use speech

B:

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i
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le'
A:
B:

Y;U
So, tell me what you've found out about video
conferencing systems. What is there?

Well, there are lwo kinds: one kind is a dedicated


system and the other is a desktop system. Um ...
dedicated systems usually have their special room with
its own hardware - I mean, the roomwould have a set
of high-definition monitor, a video camera for each
participant with remote conhols and things like that.

That sounds usefull If we had one ofthose now we


could connect to our Tokyo, Dubai and Pars offices!
NoW how about bandwidth? Do these systems use a lot
ofbandwidth? I guess high-definition video would use
a lot.
Yes, that can be a problem. But most systems use
compression, which means they use a lot les
bandwidth. Compression techniques are getting better
all the time, so that's very helpful.
OK. Tharks very much for explaining all that! lf we had
a deo conferencing system, we would save in other
areas. Let's have a look at a few systems and compare
costs, and get one as soon as possible.
::r,.\.'.

If we buy adeo conferencing system, we'll save a lot of


money on travel costs. The boss will be happy with that!
If we rented a video conlerencing room, it would be
much cheaper than buying one bu we'd still have to

travel to go to it.

.'j

we bought a deo conferencing solution, we'd have


ofour premises! That
would be very expensive!
Ifwe buyavideo conferencing system, we'll have to think
carefully about security.
lf we upgraded our system to high-definition, we'd have
to get a much faster internet connection. And it would
increase the bandwidth!
If

to build another room at the back

,
l:

A:
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A:

recognition software.

Ly

tnd

So, I think it's time to update our enterpise social

neh^/o*ing system. I think we need

eed

And the other kind?


Desktop systems are much simpler- we can use an
ordinary PC, add some hardware and that's it. But the
quality usually isn't as good.
Sounds more llexible though.
Yes, and cheaper as well.
Do we need anlthing else?
Well, an MCU might be useful.
What's that?
A multipoint contol unit. With it, we can hold a video
conference behveen three different locations - or more
I see.

B:

B:
A:

Hi, I heard thatyou're upgrading your e-commerce


system. We've got a great e-wallet system that I think
you shoud integrate. It's getting really popular now for
82C systemsl
Oh, what's that?

It's a system that speeds up e-commerce for your


customers. Customers can use it in two ways. One
is with online shopping. You know how normal
e-commerce systems can be slow to use when
customers have to type in lots ot information - credit
card numbers, delivery address, that kind of thing? It's
the main reason for people not liking online shopping.
Some people even give up before they finish the process
and don't buy an),thingl
Yes.

Well, if they use our e-wallet system, it's much easier.


Customers just t!?e in their information once and we
keep it in our system. That includes their credit card
information. Then, when ihey want to bry something
tuom you, theyjust log on from your website and ty?e
in a password. The system seflds all their information
to you so that you can tal<e tlrcir pal/fnent. Because
it's faster, you get more cuslomers finishing their
transactions and actually buying thineslAnd, even

better, it easily sends data straight to yaur accounting


system! And of course it's very secure. We use high l,evel
SSL security.
And you mentioned another use?
Yes. You still have some real, bricks and mortar stores,

B:

don'tyou?

B:

Sure.
Well, your customers who sll like face{o-face shopping
can also use the e-wallet because it works on mobile
phones. Your customers just pass their mobie phones
over lhe sensor when the! want to pay. tlpe in a
password and that's it! Really simple! It uses NFC that,s
near field communication - to record the payment
eleclronically. No need lo sign an),.thing or use paper.
('ustomers Iove it and it makes Ife easier for
]our
accounting staff as well.

A:

ffiM
1

It would be great to know more about the ESN system.


I think it would be rcally helpful for collaboration with

other members of the team, especiallywhen we,re


working with the same documents. We,re often in
diffeent places, At the moment I can onlv use the instant
messaging system. Oh: I ve accessed the secljon about

3
4

speciai deals fo employees. That,s useful!


I don't have any poblems with the chat it,s easy to
use. And I find it easy to find company information such
as policies and procedures. But could we have some

training on archiving messages so that we can nd them


again later? It would be very useful to know about lhis.
Does this involve taggig them with kef ords?
I would really like to know how to use everything betterl
They told me e ESN system would help me to work
more efficien y but that isn,t happening. I'm probably not
using it properly.
I've just bought a new smartphone arld I heard that you
can use the ESN system on phones. Could someone tell
me how to set it up? It would be great if I could see the
same information on my mobile phone and my computer
I'm oui of the office frequently, s I would use this feature
a lot if I understood it.
My problem with this system, and with email as well,
actually, is that I ca never find old messages. I'd iove to
know how to do that.
The other day I saw a colleague,s messages. They
were all grouped together. I mean, all the emails in a
coversation were next to each other so vou could red
lhem just like a conversation. I,d like to k;o\a how to
do that.

Unit

Development

B:
Ar
B:
Ar

78

B:
B:
B:

And as you kow, we,re just putting together lhe onine


przza order slstem. so I d like to ask you a lew questions.
I understand that you take telephone orders from

B:
A:
B:
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B:
A:
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A:

B:
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website.

Sure, no problem. Well, first of all, I usually ask

they want one of our standard pizzas


l\4argherita with cheese and tomato.

B:
A:

B:

And ifthey don't?

Bi

whether

- )o; know, like

E
B:

B:

And next we ask if they world like another pizza.


OK.
And if they do, we just repeat the process
same questions again.

- ask them the

And ifthey don't?


Er ... then we ask for the delivery address. Oh, and we
tell them approdmately when we will deliver it.
How do you work that out?
Well, usually I just look at how busy the staff are and how
many orders have come in, and make a guess from that.
I see. Hmm ... we'll have to work out a way for the
software to calculate that. OK, that,s great information.
Thanks very much. And then, what do you do next?

Now' to begin with, there are two main variables, called


g-l4ooe a,],d g_nm. The first one, g_More, tells the robot
which way to go: back, forward or stay still .lt g MoDe is
zero, the robot doesn,t move.
OK.
The second variable, g-Iun, tells it to turn left, iurn right
ol not to hrrn
I see. So, ifg_In is zero, it doesn,t turn?
That's right. NoW look at the first ine of the code, hee. It
sels g lloDe and g Tum to zero.
Telling it not to move and not to turn?
That's dght.
I see. And the next line?
See is variable here, key_pess? This has the value of
the key prcssed on the phone. So, if you press .a on ihe
phone. lor exampe. kcy Pess has the va.lue dAnd if I press the 'x' key on the phone, Aey p/ess takes
the value x?
Yep, you've got it.

B:

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tr
1

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tr
1

F-rx[il
A:

ght.

Good. Could you tell me the steps you go through when


you take the order? We'll use the same steps on the

their own toppngs. We iust


ask them what toppings they want.
Then?
Wew te it on the order sheet.
OK. I see. And if they want a standard pizza?
Then I just ask them which one they want.
And you write that down on the order sheet, ofcourse?
Yep, that's ght.

ffiffi

A:

customers now?
Yes, that's

We1. then thev can choose

tr?r.!

B:

EfilIT
A:

B:

a
B:

Now, let's look at the /statements. See e four of


them here?
Yep.

Now, the first one looks at Aey_press. lf ev_p/ess

theng More becomes L

.a.,

In otherwords, pressingta,ofl the mobile phone means


thatg_Moue takes the value of l?
That's corect. And later in the program, we,ll see that if
g_Moue is l, the robot moves forwards a step.
I seel So, looking at the next line, ifyou press ,f, on
the phone, g_Mooe becomes 2 and the robot moves

forwards 2 steps?
Well, the first bit's right, yes. G_More becomes 2. But 2
actually makes the robot move back a step.
Mm ... I see. So, for the next one, ifyou press ,s,, I can see
that g-fan becomes I . . . but does that make e robor
turn right or ieft?
It turns left.
So, pressing 'd' makes it tum right.
That's correct.

E
B:

B:

wre
A:

B:

Well, something about sending an error report to the


software company. Oh, and an error code: it says 'Error

B:

A:
B:
A:

Ah. Have you tried restarting the compuler?


Er... no, I haven't.
Could you do that? And if you still have a problem, just
call me again.
OK. Thnks very much. I'll do that.

ie?

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)ot

won't connect to the internet. The browser


window just says'Connection error: unable to connect to
the internet'.
My computer is running really slowly ihis morning. It
takes a minute or two iust to open a document in the
word processor!
I had a really bad morning. I lost a lot of time because of
a big problem th my hard drive. It failed completely.
The technician had to come to replace it. It's a good thing
everlthing was backed up.
I bought a new mobile phone yesterday but when I got it
home, it didn't work at all. I tried everything - rechargig
the battery reading the inshuctions ... lt must be faulty.
My computer

ffiw
A:
B:

I'm getting relly fed up. When I try to save my work,


nothing happens! The window goes grey and I can'l pe
an),thing. I lhnk the applcalion is hangng.
I've got a problem with my computer, After using it or a
few hours, it just crashes. It gives me an error message
and I have to restart it.

A:
B:
A:

Hi, help desk here. My name is Suki. How can I help you?
hi. I've got a problem with my email. Whenever I try
to send a message, the program crashes.
OK. Can you tell me exactly what happens?
Sure. When I press Send , I get an error message safng
'This program has found a problem and needs to close'.
Does it say an,4hing else?

Yes,

B:

35A4',.

EXE
1 The computer's crashed three times oday!
2 I've rebooted the computer.
3 Have you re-installed the sofh^/are?
4 I haven t had time to llnish the repair

ffiffi

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B:
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B:
A:

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A:
B:

lT Solutions

d.{ia

the

Irs

When are we due to nish?


Tomorrow, I think.
What's your schedule next week?
Well, I'm starting a new project on Mondayl

Unt

lf

OK, let's have a quick look at the Ganti chart. What's our
schedule?
Well, the systems analysts are finishing their tasks at the
end of week 3, so vou team is scheduled to start coding
in week 4. Then the second milestone, being ready for
alpha testing, is due in week L
So ... we have five weeks to do the codinc?
Yep, that's right. And lhen the alpha testing is due to
finish at the end of week 10, so you're scheduied to deal
with the feedback from that in week 11.
And we have two weeks to do that ... and then,
according to the chart, we start again in week 16, after
the alpha testins- Hmm ... we only have aweek after the
beta tesng? That doesn't sound very longl
You're ri8ht. That's ther short. I think there's a mistake;
the beta tesrg should only lasl two weeks, not three. So
you should have two weeks to deal with the feedback.
I'll change lhe chart. Two weeks for beta testing and two
weeks after that for you to do the debugging.
OK. That's better Thanks very much!
That's OK. We should still be able to finish the project
before week 18.

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B:
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B:
A:

B:

Hi, can I stalt with your name, please?


It's Marten Schwarz. That's M-A-R-T-E"N, Marten, S-C"HW-A-R-Z, Schwaz.
Thanks, Marten. You're speaking to Sarah Boyd today.
How can I help you?
Well, we bought a copy of your accounting software but
we're hang problems instaling it.
Oh dear! I'm sorIy to hear that. That's Account Office,
isn't t? Which version?
Version 7.
Thanks. So you're hang problems installing it. Can you
take me step by step through what you did?
Sure. I dol4,rloaded it from your website and double
clicked on the icon in Windows Explorer. A window
appeared and I followed the instructions, clicking
through the steps. Butjust on the last stage, there was an
erTor message,
Right. And what did the error message say?
Just 'Error pe 3'. l've got no idea what that means!
OK. Have you tried downloading it again and trying again
to install it?
Yep, I did that twice and got the same eor message
each time.
OK, there mjght be a missing fie on your computer I'll
escalate your ticket to Tier 2 suppot. That means that
a software engineerwill call you back within 24 hours.
I'm sure he or she will be able to solve the prcblemvery
quickly.
OK, thanks for your help, I'll wait for that call.

Etrffi

A:

B:
Al
B:
A:
B:
A:
B:
A:

I've got a rather difficult problem here. This computer


keeps switching off by itself but I can'twork out what's
causing the problem.
Have you tested the memory?
Yes, the memory test was fine.
OK. Have you tried replacing the old memory with new

memoty?
Yes, I've tried that as well but it hasn't helped at all,
unfortunately!
How about the power supply?
Well, I've tried putting in a new one but the same
problem still happens.
Mm ... the problem must be the motherboard. lfwe
replace that, it should be OK.
OK. Lefs rlo ihai.

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