John+Mazzarella

NOTE: This course is now live at http://introtechsupport.wikispaces.com/

**Course/Program Title: ** =Intro to Computer Troubleshooting= //or: How I Learned to Stop Worrying and Solve Any Computer Problem!// //**Design Document**// This course will serve to demystify the world of computers, and teach anyone who can use a mouse and keyboard how to solve most simple tech support problems. The instruction will revolve around the [|XKCD] Model of Technical Support:
 * Course goals: **



The source is an internet comic strip known for it’s satirical, yet useful charts ([|Click here] for a list of some). The website may be a humorous one, however the theory behind this particular joke is 100% sound. I plan to adapt the simple steps, keeping the simplistic, informal style (as this is important to give inexperienced learners confidence) to a multi lesson course.

This course is for anyone who feels that computers, tech support, and troubleshooting are scary, mystical things. The course will break down how to solve many basic computer problems and tasks. Learners will have to have enough skills to operate a web browser, and navigate the CMS, but beyond that, anyone can learn these steps.
 * Intended audience: **

Learners must also have basic knowledge of search engines (enough to know how to navigate to google.com and enter a search query), as well as basic user-level knowledge of the software they will be troubleshooting on (because this course teaches you how to solve individual problems, not necessarily learn new software from scratch). The example software I will use will be purposely simple, something that all users have access to such as a web browser or text editor.

Self guided asynchronous course using a wiki, with simple, but well designed text-and-image-only layout (Captivate is great, but just starting the presentation can sometimes be tricky, especially for this audience). Because of this, the material can easily be ported to any CMS, but I chose a wiki because it is closer to a standard website (the learners could be confused by just trying to navigate a Moodle or Blackboard course)
 * Delivery method: **

I will use one or more example problems in each section to illustrate the rational of each module. Each module will also have the learner adapt that technique to another provided problem to find a solution themselves. This will likely involve a standard program that everyone has, such as a web browser or text editor. Lastly, each module will ask the learner to find a problem that they are having and attempt to solve it using that technique, and write a journal entry about the experience.
 * Instructional approach/strategies/methods: **

I will purposely be using simple materials for this course. The learners are inherently computer novices, so any complication in the delivery method and instructional materials will be an extra barrier to learning. The course's med material will be entirely images (usually screenshots of the actual program) and text. Other materials that bear mentioning are the program that the learners will be troubleshooting. It's important that they practice on the actual program, as becoming more confident in navigating menus and help files is the whole point. The course will also have the learners use google.com.
 * Instructional materials: **


 * Lesson content outline **
 * ** Topic ** || ** Goal/Objectives ** || ** Activities ** || ** Media ** || ** Readings/Resources ** || ** Assessment ** ||
 * Searching the program || The goal of this lesson is to show the learner how to find a solution in the program itself

Upon completion, students will be able to: · // // Upon completion, students will be able to: · // // · // // || // // || // // || // // || // // || · // // Upon completion, students will be able to: · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any activities that support the objective(s)> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any media you will create or acquire for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><List any readings or resources for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><Explain the means of assessment to be used for the lesson> // || · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">Upon completion, students will be able to: · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any activities that support the objective(s)> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any media you will create or acquire for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><List any readings or resources for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><Explain the means of assessment to be used for the lesson> // || · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">Upon completion, students will be able to: · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // · //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any activities that support the objective(s)> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><list any media you will create or acquire for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><List any readings or resources for the lesson> // || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><Explain the means of assessment to be used for the lesson> // ||
 * Navigate a program's buttons and menus.
 * Find a possible button or menu item that accomplishes the task.
 * Navigate a program's settings area.
 * Find a possible setting that fixes a problem. || Learners will be given a simple task to preform in a web browser. || Screenshots with highlighted areas of interest ||  || //<span style="color: blue; font-family: 'Arial','sans-serif'; font-size: 9pt;"><Explain the means of assessment to be used for the lesson> // ||
 * Be able to find and navigate the software's built-in help guide, including being able to use the help guide's search feature. || <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">The goal(s) of this lesson are:
 * Be able to search the internet for a solution, including using optimal wording of the problem for the search engine. || <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">The goal(s) of this lesson are:
 * Be able to search the internet for a support forum or message board relevant to your software or problem, and post your question clearly. || <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">The goal(s) of this lesson are:
 * Be able to intelligently present the problem to a friend or family member who is good with computers in a way that wont drive them nuts (yes, this is an important skill, and yes, it should be your last resort.) || <span style="font-family: 'Arial','sans-serif'; font-size: 9pt;">The goal(s) of this lesson are: