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Mesh, Bus, Ring, and Star are all types of a topology. Each of these types of topology is used for specific network’s but some networks can uses any combination of the four. A mesh topology has each station connected to the others. This network is more difficult to set up but provides a great deal of performance and reliability. In a Mesh network if a segment of the network is broken, then the packet being sent will find an alternate route to its destination. Mesh are used in Wide Area Networks (WANs) where reliability is important, this is used were the network is small. A bus network has a single cable that is the backbone of the system. Ethernet bus networks are relatively easy to install and do not require much cabling. Bus networks work best with a limited number of devices because if a cable fails the entire network effectively becomes unusable. Ring topologies, all the devices on the network are connected to a common cable, which loops from device to device. Ring netwo rks are implement in SONET and FDDI rings. Ring networks are very fast and simple network, however if any part of the ring goes down, the entire network is down. Star topology, each device has its own cable connecting the device to a common hub. The hub that is the central connection point of the network. A failure of a cable will only take down one device in the network and not the entire network but if the hub goes down the entire network is down. Star networks are easy to implement and extend, even in large networks, and failure of a non-central device will not have major effects on the functionality of the network. This is way many companies use Star networks. Topologies remain an important part of network design. With the understanding of each type of topology, any one can design and build their own netwok Ethernet, Token Ring, FDDI, and wireless are all types of protocol. These are a set of rules that govern the communication between devices on the network. Ethernet is a protocol is the mostly widely used. The devices listen to the cable before sending anything through the network. Ethernet uses a bus or star topology and data transfer rates of 10 Mbps (10Base-T Ethernet), 100 Base-T (Fast Ethernet) and 1 gigabit (Gigabit Ethernet). Token Ring, all devices are connected in a ring or star topology where one bit or token is passing scheme, this to prevent the collision of data between two devices that want to send messages at the same time.

The Relationship of Childhood Sexual Abuse to Teenage Pregnancy

Running Head: RESEARCH ARTICLE REVIEW Research Article Review The Relationship of Childhood Sexual Abuse to Teenage Pregnancy Ashlee L. Glover Lindenwood University The Relationship of Childhood Sexual Abuse to Teenage Pregnancy I. Questions and Answers 1. â€Å"The purpose of this study was to examine the relationship between childhood sexual abuse and teenage pregnancy† (Roosa, Tein, Reinholtz, & Angelini, 1997). 2. â€Å"Three research questions guided this effort. First, do women who were sexually abused as children and women who had teenage pregnancy have similar developmental backgrounds (sociodemographic and risk factor profiles)? Second, does the risk for teenage pregnancy differ, based on whether a woman was sexually abused as a child, sexually precocious, or both? Third, does childhood sexual abuse contribute to an increased risk of having a teenage pregnancy after the influence of other factors related to teenage pregnancy (e. g. , social class) have been accounted for† (Roosa et al. 1997)? 3. â€Å"We expect victims of sexual abuse to have first voluntary coitus earlier, to be less likely to use contraception, to be more likely to participate in high-risk sexual behaviors (e. g. , sex with strangers), and to have a higher number of sexual partners than their peers who were not sexually abused† (Roosa et al. , 1997). 4. The variables being studied is sexual history, High-risk sexual behavior, Sexual abuse, Sexual history pa thways, childhood physical abuse, and High-risk behaviors. Roosa et al. , 1997). 5. The participants were 2,003 women, 18 to 22 years old, living in Arizona. (Roosa et al. , 1997). 6. â€Å"Participants completed the questionnaire alone or in groups. They recorded their responses on computer-scored answer sheets to ease data entry and minimize errors. After completing the questionnaire, a participant placed her answer sheet in an envelope, sealed the envelope, and gave it to either the project manager or agency representative† (Roosa et al. , 1997). 7. We used chi-square and analysis of variance to compare sociodemographic and risk factor profiles of (a) women who were sexually abused as children with their non-abused peers and (b) women who had teenage pregnancy with those who did not. Next, we compared the incidence of teenage pregnancy for five sexual history pathways using chi-square. Finally, we used logistic regression to determine whether experiences of childhood sexua l abuse contributed to risk for teenage pregnancy after the influences of other variables had been accounted for† (Roosa et al. 1997). 8. â€Å"The results of our study do not support arguments that sexual abuse is a major contributor to the risk for teenage pregnancy† (Roosa et al. , 1997). 9. The importance of the findings is that childhood sexual abuse contributed little to the likelihood of teenage pregnancy. The severity of sexual abuse was not significantly related to teenage pregnancy. Sexual abuse followed by sexual precocity was related to a higher risk of teenage pregnancy for some. (Roosa et al. , 1997). 10. The results were limited by two methodological factors. First, the sample, although large, was a sample of convenience from a single state, and participants were slightly more educated than the average for this cohort. Second, this was a cross-sectional study that relied on the recall of events that occurred several necessary years prior to the surveyâ₠¬  (Roosa et al. , 1997). 11. â€Å"It may be important for future studies to identify factors that explain the risk associated with sexual abuse for these subgroups† (Roosa et al. , 1997). It was also stated that in the future longitudinal studies are necessary to establish causality. Roosa et al. , 1997). II. Summary The United States has the highest rate of teenage pregnancy with about 25 percent of all U. S. women having a pregnancy by the age of 18 (Roosa et al. , 1997). The purpose of this study was to determine if childhood sexual abuse is a factor associated with an increased risk for teenage pregnancies (Roosa et al. , 1997). Recent studies have reported that sexual abuse is more common among pregnant teenagers than in general population and therefore could possibly be a major contributor to teenage pregnancy. Many mechanisms have been proposed to explain the linkage between childhood sexual abuse and teenage pregnancy. Roosa et al. , (1997) outlined several mechanisms including (a) some teenage pregnancies may be the direct result of sexual abuse, (b) childhood sexual abuse may socialize female victims to believe that their purpose in life is to fulfill the sexual needs of others, (c) the lowered self-esteem of sexual abuse victims may make them more vulnerable to males’ sexual advances, and (d) victims of incest may plan pregnancies as a means of escaping from their victimization. Three research questions guided this effort: First, do women who were sexually abused as children and women who had teenage pregnancy have similar developmental backgrounds (sociodemographic and risk factor profiles)? Second, does the risk for teenage pregnancy differ, based on whether a woman was sexually abused as a child, sexually precocious, or both? And for those who experienced both abuse and precocity, does the relative timing of these events make a difference in risk for teenage pregnancy? Third, does childhood sexual abuse contribute to an increased risk of having a teenage pregnancy after the influence of other factors related to teenage pregnancy (e. g. , social class) have been accounted for? (Roosa et al. , 1997) The variables being studied are sexual history, high-risk sexual behavior, sexual abuse, sexual history pathways, childhood physical abuse, and high-risk behaviors. Sexual history was assessed by asking about the respondent’s age of menarche, first coital experience, use of birth control, and pregnancy (Roosa et al. 1997). Any pregnancy occurring before age 18 was labeled a teenage pregnancy. High risk sexual behavior was described as anyone who had sex for alcohol, drugs, or money; having sex with strangers, having multiple sex partners, and not using birth control (Roosa et al. , 1997). Roosa et al. , (1997) used five mutually sexual history pathways to examine the relationship between childhood sexual abuse and teenage pregnancy: One pathway rep resented those who reported no precocious sexual activity and no sexual abuse before the age of 18. A second pathway represented women who were sexually abused before age 18 with no precocious sexual activity. A third pathway represented those who had been abused before their first precocious sexual experience. A fourth pathway represented those who had been abused before age 18 but after their first precocious sexual experience. A fifth pathway represented participants who had not experienced any sexual abuse before the age of 18 but who were sexually precocious. The last measures used were childhood physical abuse. Eight questions dealing with spanking and hitting adapted from the Conflict Tactics Scale (Roosa et al. , 1997). Participants were 2,003 women, 18 to 22 years old, living in Arizona (Roosa et al. , 1997). Participation was limited to this age range to reduce reporting bias due to widely varying time intervals since sexual history events occurred (Roosa et al. , 1997). The women were recruited at 44 sites in urban and rural areas throughout Arizona (Roosa eta l. , 1997). Participants completed the questionnaire alone or in groups, with assistance from the project manager (Roosa et al. 1997). They recorded their responses on computer-scored answer sheets to ease data entry and minimize error (Roosa et al. , 1997). To analyze the results chi-square and analysis of variance were used to compare sociodemographic and risk factor profiles of (a) women who were sexually abused as children with their non-abused peers and (b) women who had a teenage pregnancy with those who did not (Roosa et a l. , 1997). Next, they compared the incidence of teenage pregnancy for five sexual history pathways using chi-square (Roosa et al. , 1997). Finally, they used logistic regression to determine whether experiences of childhood sexual abuse contributed to the risk for teenage pregnancy after the influences of other variables had been accounted for (Roosa et al. , 1997). Using data from 2,003 women this study took three approaches to examine the relationship between childhood sexual abuse and the likelihood of teenage pregnancy. The results of the study did not support the argument that sexual abuse is a major contributor to the risk for teenage pregnancy (Roosa et al. , 1997). Childhood sexual abuse contributed little to the likelihood of teenage pregnancy in this sample (Roosa et al. , 1997). According to Roosa et al. , (1997), it may be important for future studies to identify factors that explain the risk associated with sexual abuse of different subgroups. Regardless of the strengths of associations found or the number of factors statically controlled, it cannot be determined which relationships may be casual and which may be spurious (Roosa et al. , 1997). Longitudinal studies are necessary to establish causality.

Impact Of Virtual Learning Environment Education Essay

The usage of Blackboard platform has been adopted by many higher acquisition establishments. But a few surveies have been carried out on its impact on pupils, talks and administrations. This thesis is about the impact of practical acquisition environment package such as Blackboard in higher acquisition establishments ; a instance survey has antecedently shown that the Blackboard package is being used chiefly for administrative maps and non to its maximal capacity.RecognitionThough merely my name appears on the screen of this thesis, a great many people have contributed to its production. I owe my gratitude to all those people who have made this thesis possible and because of whom my experience has been one that I will care for everlastingly. My deepest gratitude is to my adviser, Dr.William Micheal Gasser. I have been surprisingly fortunate to hold an adviser who gave me the freedom to research on my ain, and at the same clip the counsel to retrieve when my stairss faltered. I am besides grateful to him for promoting the usage of right grammar and consistent notation in my Hagiographas and for carefully reading and noticing on infinite alterations of this manuscript. Many friends have helped me remain sane through these hard times. Their support and attention helped me get the better of reverses and remain focused on my survey. I greatly value their friendly relationship and I deeply appreciate their belief in me. I am besides thankful those who helped me in my research by supplying feedback through the on-line questionnaires. Most significantly, none of this would hold been possible without the love and forbearance of my household. My immediate household has been a changeless beginning of love, concern, support and strength for me. I would wish to show my heart-felt gratitude to my household. My extended household has aided and encouraged me throughout this enterprise. Contentss 1 Introduction 6 1.1. Problem Statement 11 1.2. Target 11 1.3. Result and Actors 11 1.4. Scope and Scale 12 1.5. Ethical issues 12 1.6. Purposes and Objectives 12 1.7. Thesis Outline 13 2 Research Methodology 14 2.1 Library Search 14 2.2 Online Journal Articles Search 15 2.3 Open Access Online Journal Articles Search 15 2.4 Web Search 16 2.5 Extra Literature 16 3 Impact of Using Blackboard Software on Students and Lectors 17 3.1 Students 17 3.1.1 Students ‘ perceptual experience 17 3.1.2 Students Evaluation of VLE Components 18 3.1.3 Blackboard versus Face to Face Teaching 19 3.1.4 Impact on Learning 20 3.1.5 Impact on Learning Outcomes 21 3.1.6 Impact on Society 22 3.2 Lectors 22 3.2.1 Lectures ‘ perceptual experience 23 3.3 Impact on IS Strategy 25 4.1 Students perspectives 27 4.2 Lecturers positions 30 5 Decision 36 6 Bibliography 37IntroductionIn recent old ages, the demand for instruction has changed because of an increased demand for a extremely educated work force that will be expected to larn continuously ( Alavi & A ; Leidner, 2001 ) . Education has become an un stoping procedure in one ‘s life-time due to which the agency of instruction are besides being transformed in order to run into the outlooks and to maintain the continuity of instruction traveling. The acquisition which was ab initio done in a face to confront environment, is going into an environment mediated by computing machines and digital engineerings. In 1886, the first president of the University of Chicago, William Rainer Harper wrote: â€Å" the pupil who has prepared a certain figure of lessons in the correspondence school knows more of the topic treated in those lessons, and knows it better than the pupil who has covered the same land in the schoolroom † ( Harper, 1971, p. 12 ) . Since the 1970s, the Open University of UK, has pioneered the construct of modern distance acquisition by supplying blended learning environments of face-to-face tutoring and class bundles including audio- and video-based class stuff. Since the reaching of the Internet, educational net-based engineering is germinating quickly at universities worldwide ( Mason, 2003 ) . However, the demand of practical acquisition has of all time so increased today, that we barely find a student/tutor who does n't utilize or cognize how to utilize the practical acquisition packages available. Some research has been done on acquisition by Virtual acquisition environments, and they show a variable perceptual experience of VLEs for both pupils and academic staff. In an rating of on-line distance instruction, Westerberg and Marald ( 2004 ) found that university directors and instructors perceived this sort of instruction as a agency of making out to a higher figure of pupils. Students, on the other manus, appreciated the chance to analyze in a mode more independent of limitations of clip and infinite, than traditional instruction on campus. Teachers experienced a heavy work load and high outlooks to be accessible to pupils, while pupils perceived the pedagogical quality of online classs being lower, compared to classs on campus ( Westerberg & A ; Marald, 2004 ) . The fi ndings of high outlooks of being available to pupils are confirmed by Zhang and Nunamaker ( 2003 ) , who found that scholars perceive more chances for communicating with teachers in a practical acquisition environment than in a traditional schoolroom. With these differing sentiments in head, it could be sensible to inquire if learning by agencies of practical acquisition environments is a phenomenon truly accepted by instructors and pupils. This thesis is being carried out to happen out the factors act uponing the impact of practical acquisition environment for both the pupils and the teachers/turtors. AA practical acquisition environment ( VLE ) A is aA softwareA system developed to back up acquisition and instruction in an educational environment. A VLE can work within an administration via Local Area Network ( LAN ) , over the Internet as Wide Area Network ( WAN ) and supply a aggregation of educational tools in order to ease assignments, communicating, contents direction and attendings. VLEs can be used for distance acquisition or supplement traditional face to confront schoolroom activities. A web page is a front terminal interface that is browsed by pupils and academic staff, the back terminal can represent databases, web waiter and other relevant hardware and package tools. Blackboard ( c.f. , Mistake: Reference beginning non found ) is VLE package that supports and facilitates on-line acquisition and teaching.A A It enables class content stuffs, such as talk notes and talk slides to be uploaded on the Blackboard site for easy entree and downloads by pupils. It supports on-line communicating between lecturers/tutors and pupils by the usage of forums and treatment boards. It besides supports online capable presentation and tutorials in a practical schoolroom. Groups direction is done via Blackborad in order to ease treatment and exchange of educational stuffs. Its is used in uploading and taking on-line assignments that involve automatic marker and feedback strategies besides for posting proclamations on a site and e-mailing pupils enrolled on a peculiar class. It helps pupils for scheduling class and assignment deadlines and tracking activities on a site and class work entry and its automatic recognition. Blackboard package is used by over 3700 instruction establishments in more than 60 states Smith ( 2009 ) . Many researches have shown that pupils ‘ activities under Virtual Learning Environment are largely based on administrative maps such as subjecting assignments and reading messages in forums or newssheets. It has been found that pupils are merely active and engage themselves in collaborative and synergistic activities in ain environment such as in societal networking ( e.g. , Facebook and Myspace ) . A survey in Smith ( 2009 ) showed that although pupils value resources placed on VLEs such as Blackboard, they value more face to confront contact with their lectors or coachs. Lectors play a really critical function in how pupils engage themselves with VLEs. Research in Smith ( 2009 ) has shown that bulk of lectors are replacing the bing methods alternatively of introducing new methods that will promote pupils to bask collaborative and synergistic acquisition methods. Another research has shown that some lectors ‘ usage of Blackboard has enhanced their appraisal of pupils work capablenesss in the face to confront schoolroom scenes ( Woods et al. ( 2004 ) . In most of least developed states, VLEs are regarded as inferior to face to confront schoolroom scenes. If engineering is suitably used so it normally has important benefits to our day-to-day life. The same chief applies to the usage of Blackboard. Appropriate usage of Blackboard has shown to hold important benefits to both pupils and their lectors. Some of these are outline below. Traditional methods ( face to confront learning ) were compared with the usage of Blackboard package for sociology pupils. It was revealed that pupils ‘ rating compared favorably in the group that was utilizing Blackboard with important addition in perceptual experiences of lector relationship and rating Koeber ( 2005 ) The research in Campbell et Al. ( 2008 ) found that participants on on-line treatment attained higher Markss in their tests than those with face to confront method. This showed that VLE was linked with greater accomplishments. It was shown in Hepworth et Al ( 2000 ) that VLEs promote significantly greater critical thought among pupils than traditional method of face to face schoolrooms. It was revealed by APLU ( 2009 ) that larning results via Blackboard were better than face to face instructions. It was found that 56 % of talks ( with and without on-line experience ) recommended on-line plans to at least one pupil. It was shown that over 80 % of lectured with on-line talking experience recommended on-line plans. Farquarson ( 2007 ) found that there was an impact on pupils ‘ societal experiences at universities by take parting in on-line activities. It was suggested that this could be used as keeping scheme since supportive equal groups are an facet of pupils ‘ battle. There is clear indicant of the effectivity offered to pupils and their lectors through the usage of VLEs such as Blackboard. This is much derived from the facets such as administrative acquisition and instruction undertakings, for case, managing and accessing content stuffs, communications or proclamations such as forums or intelligence, scaling, attendings, assignments and feedbacks. With VLEs there are benefits of flexibleness and convenience of entree at anytime and from anyplace, there is flexibleness of communicating and coaction environment, this means that there is a big degree of control passed to the pupil.Problem StatementHow does Virtual Learning Environment impact pupils and academic staff in Higher Learning Education? Virtual environment for acquisition can be considered as an sweetening of our traditional face to confront schoolroom environment, nevertheless the impact of both is wholly different from one another and this thesis is being carried out to foreground the positive and negative facets every bit good as the impacts on pupils, teachers/tutors and over all higher larning instruction system.TargetGiven the job statement in this survey, the mark audience is academic staff, pupils, VLE package proprietors and any research workers interested in VLEs and their impacts in HLE. The end is to hold a list of factors that VLE impacts pupils and academic staff in HLE establishments. The list will so be good for future support and sweetening of VLE package such as Blackboard.Outcome and ActorsThe chief result of this survey will be the list of impacts of VLE on HLE institutes that can be used to advance and heighten VLE in larning establishments. The histrions in this survey are Blackboard package us ers i.e. , pupils and academic staff.Scope and ScaleThe range of this survey will be limited to UK pupils and academic staff with experience of utilizing Blackboard package. About 150- 200 participants will be consulted online in order to carry on questionnaire exercising.Ethical issuesEthical issues were taken into consideration in this survey. There was no hazard of exposing topics to any hazard as the lone topics were Blackboard users who were merely asked inquiries about their experiences utilizing Blackboard and those who took portion in the study were good informed and were good cognizant of the intent of the study. No private or confidential informations was required from clients during interviews or when their feedbacks were obtained from on-line signifiers. Still whatever informations collected during this thesis was kept confidential and used strictly for study and extraction of impacts of the use of VLEs.Purposes and AimsThe purpose of this undertaking is to look into the impact of a Virtual Learning Environment ( VLE ) in Higher Learning Education ( HLE ) . The involvement is in the ways by which the VLE provides pupils ‘ and lectors ‘ demands and agencies of back uping communicating and the sharing of resources in HLE. The undertaking aims will be supported by the undermentioned aims: – To reexamine the province of the art of VLE package and applications and its related engineerings. To reexamine the execution of VLEs and associated experiences of the stakeholders in the context of policies, schemes and precedences. To analyze the impact of VLEs solutions execution from the position of the pupils, research workers and lectors. To analyze the current arguments and future waies of VLE such as societal media and the impact of Web 2.0 Show the findings of this undertaking as an MSC thesis to the University of GloucestershireThesis OutlineThe balance of this thesis is organised as follows. Chapter 2 out lines the research methodological analysis used in this survey. The impact of Blackboard package on pupils and lectors is described in Chapter 3. Chapter 4 nowadayss instance survey and decisions are given in Chapter 5.Research MethodologyThe purpose of this undertaking is to look into the impact of a Virtual Learning Environment in Higher Learning Education. The involvement is in the ways by which the VLE provides pupils ‘ and lectors ‘ demands and agencies of back uping communicating and the sharing of resources. Primary informations spotlight aggregation activity has been through questionnaires and through research by utilizing resources such as the Internet, diaries, and library. The questionnaires were conducted to pupils and talks on their usage of VLE package such as Blackboard. The questionnaires were merely through on-line via a web site. Below are the sorts of initial article searched and conducted in the class of this survey: –Library SearchA library hunt was conducted utilizing an advanced hunt in the ICT, societal scientific disciplines and instruction subdivisions. The keywords entered for the hunt are:BlackboardWebCTVLEThe hunt consequences were read and relevant 1s were selected for farther rating.Online Journal Articles SearchA methodical hunt was conducted, shoping equal reviewed articles published in the undermentioned on-line diaries but non limited to: Computers and Education British Journal of Educational TechnologyOpen Access Online Journal Articles SearchA methodical hunt was conducted by shoping unfastened entree online diaries, related to VLE utilizing keywords such as: – Virtual acquisition environments ( VLE ) Course Management Systems ( CMS ) Learning Management Systems ( LMS ) Blackboard/WebCT Blended acquisition The undermentioned diaries were accessed: – The Electronic Journal of e-Learning ( United Kingdom ) The European Journal of Open, Distance and E-Learning ( EURODL ) ( Europe ) The Journal of Distance Education ( Canada ) Australian Journal of Educational Technology Australian The International Journal of Emerging Technologies and SocietyWeb SearchThe undermentioned keywords were entered into a web hunt engine ( google.com ) Distance acquisition Blackboard/WebCT VLE E-learning Mobile larning Web 2.0 Social media Social package Personal web Personal acquisition environment Open educational resources Open beginningExtra LiteratureIn add-on, articles recommended by friends and supervisor were studied and relevant stuffs were extracted and used. Statistical package such as Microsoft Excel was used to analyze informations obtained from questionnaires.Impact of Using Blackboard Software on Students and LectorsStudentsA two twelvemonth study in Midwestern University in USA by Lonn and Teasley ( 2009 ) found that 95 % of pupils at the campus were utilizing Blackboard and 95 % of their activities in the Blackboard were based on communicating and document direction. Merely 5 % were on synergistic activities such as Wikis, chat and treatment boards. In New Zealand, it was found by Santhiveeran ( 2006 ) that the Blackboard was accessed 23 hours a twenty-four hours. The most popular environment was paperss country where pupils could download talk notes, slide and assignments. A research conducted by JISC ( 2007 ) in UK revealed that pupils are merely interested with Blackboard features that run into their demands and sometimes merely when they suit them.Students ‘ perceptual experienceMany pupils in HLE institutes were either born or have grown up during the digital age. This coevals of pupils are excited by engineering and perceive that VLE engineering such as Blackboard package will ever assist in the instruction enterprise. These pupils do non believe that Blackboard will of all time perplex their acquisition curve MORI ( 2008 ) . There are few surveies that have researched on pupils ‘ perceptual experience looking at personal features and how these affect pupils ‘ easiness of utilizing VLEs such as Blackboard. Sun et Al. ( 2008 ) found that larning anxiousness on computing machines have negative influence on VLEs satisfaction. Lecturers ‘ attitudes on VLEs will hold positive influence on pupils ‘ VLEs satisfaction. Research conducted by Liaw ( 2008 ) found that sensed usefulness and satisfaction were the major factors that contribute to pupils ‘ behavioral purpose to utilize VLEs such as Blackboard package. It was concluded that effectivity of VLEs can be influenced by a figure of factors such as multimedia bringing, quality and synergistic activities of VLEs. These findings besides suggested that pupils ‘ perceptual experiences was that inappropriate usage of VLEs package such as Blackboard is worse than non utilizing the engineering at all to back up VLEs.Students Evaluation of VLE ComponentsSharpe et Al. ( 2006 ) learned the usage of VLE package such as Blackboard was positively overpowering with regard to accessing class stuffs and as a addendum to traditional face to confront schoolroom apparatus. The survey by Mori ( 2008 ) showed that two tierce of pupils accessed class stuffs via the VLE and were really satisfied. Students besides valued the usage of treatment board found in the Blackboard and were satisfied by lectors who played important axial rotation in modulating them. At that clip it was found that pupils were non much exposed to Wikis and were less comfy with societal networking site such as Facebook with their lectors or coachs in them. My research conducted in UK with 50 pupils informally interviewed, all of the 50 pupils acknowledge the usage of Wikis and hence it was concluded that, now pupils are familiar with wikis but still non comfy with talks in the societal networking sites. The survey my Morgan et Al ( 2006 ) established that the usage of confab and bulletin board in Blackboard was effectual in exciting brooding acquisition in nursing pupils. Students said that they developed more brooding accomplishments by the usage of Blackboard than a face to face schoolroom. Bridge and Appleyard ( 2008 ) found that assignment entry via Blackboard and feedback was positively received with 88 % of pupils interviewed pinpointed that subjecting class work via the VLE was clip and fiscal economy and 93 % preferable feedback via the Blackboard package.Blackboard versus Face to Face TeachingThe survey conducted by Oladiran and Uziak ( 2009 ) in Botswana found that the usage of Blackboard was non preferred as entirely usage of learning method. Students preferable Blackboard as a compliment to face to confront learning in a schoolroom. The recognised the power of IT in the acquisition, they accepted that the usage of Blackboard farther enhanced their IT skills and made them more independent in their thought. In general it was found that the usage of Blackboard improved the quality of their surveies, this was perceived by 75 % of the pupils interviewed. Two decisions were derived by the survey of Benoit et Al ( 2006 ) . VLE is non by and large superior to traditional face to confront schoolroom apparatus, based on the sum of acquisition, and Students are systematically more satisfied the traditional schoolroom apparatus than with VLE. This is besides supported by the research conducted by MORI ( 2008 ) who revealed that pupils still value face to VLEs schoolroom apparatus. But pupils are motivated to utilize VLE because it us flexible, can be accessed at anytime from anyplace and saves clip. The survey conducted by McGill & A ; Hobbs ( 2008 ) proved that the VLE usage is suited in HLE institutes but non needfully better than traditional face to confront schoolroom apparatus.Impact on LearningThe research by Benoit EL Al. ( 2006 ) found that utilizing VLEs were systematically non really effectual compared to traditional face to confront direction in footings of larning publicity and pupils preferred face-to-face instruction. The survey conducted by Arbaugh ( 2004 ) on an MBA programme showed that while there was minor alteration in pupils ‘ perceptual experience of larning between their first on-line class on VLE and attendant classs on VLE, there were major positive alterations in their learning satisfaction with the VLE as a bringing medium, their perceptual experiences of pupils interaction, and the convenience and easiness of usage of the Blackboard. These findings imply that as pupils obtain movable accomplishments and cognition in VLE, their perceptual experiences of the VLE as a positive acquisition medium better. Most of the major alterations in these perceptual experiences happened between the first and 2nd period that the pupils attended in the VLE classs, which implies that pupils need to analyze at least two classs via VLE before reasoning sing classs bringing medium. Therefore, academic staff should pay particular attending to first clip pupils choosing for a class via VLE in order to promote their engagement in following classs via VLE. The survey by Lonn & A ; Teasley ( 2009 ) , Attwell ( 2009 ) and Bricheno, Higginson & A ; Weedon ( 2004 ) showed that in footings of impact on acquisition, VLEs showed some accomplishment in footings of heightening communicating, the countries of larning where VLEs had small impact were collaborative and synergistic acquisition. In a research conducted in 20 educational establishments, Bricheno ( 2004 ) found that collaborative and synergistic acquisition did non look to hold major alterations in several establishments.Impact on Learning OutcomesThe correlativity between the usage of VLEs and pupil classs has been researched really widely. Percival and Muirhead ( 2009 ) studied two groups of concern and IT pupils at the University of Ontario in the Institute of Technology. One group was trained by traditional face to confront method and the other one by VLE. Both groups were evaluated by the usage questionnaires and there were approximately 40 % of respondents to the questionnaires by both groups. The purpose of the rating was to determine participants ‘ usage of VLE package such as Blackboard and measure the impact of VLE on overall classs. Just a little figure of participants in both groups listened to the on-line pre-recorded talk. Participants who listened to pre-recorded talk obtained much better classs than those who did n't. VLE learning pupils made more usage of electronic books and talk notes, podcasts and treatment boards. Percival and Muirhead ( 2009 ) concluded that although today ‘s pupils are familiar with cyberspace engineerings, it can non be taken for granted that these pupils will automatically go accustomed to utilizing these new engineerings for larning. Students are required to familiarise themselves with the benefits of engineering to their acquisition in order to do smooth passage from traditional schoolroom to online acquisition.Impact on SocietyFarquharson ( 2007 ) conducted an probe on the impact of different manners of tu torial treatment on making societal relationships among pupils. Three manners of treatment were selected for comparings: Blackboard online treatment package, Blackboard electronic mail package and traditional face to face tutorials. The group with Blackboard treatments and electronic mail were more expected to increase friendly relationship webs amongst their equals. In add-on, older pupils reported a larger figure of friendly relationships. The findings suggested that, on-line engagement in Blackboard activities might hold an impact on pupils ‘ societal experience in HLE ( Farquarson, 2007 ) . This could perchance be used as a strategic attack to better keeping rates, since supportive equal webs are an of import facet of pupil battle.LectorsThe Association of Public and Land Grant Universities in the USA published a papers on the usage of VLE such as Blackboard by module members ( APLU 2009 ) . In their survey of module members at US universities, about a one-fourth of all mo dules who responded were talking at least one on-line class via VLE at the clip of the study. Over a 3rd of module members indicated that they have lectured online. Furthermore, the most experient module members, those with more than 15 old ages of talking experience, are giving talks online at a rate equivalent to faculty members with less lecturing experience. About a ten percent of all module members reported that they were in the procedure working on developing on-line talks. The per centum of module members who have developed on-line talks is about the same as the per centum of module members who have lectured on-line classs. Forests et Al ( 2004 ) showed that module members chiefly use the Blackboard package as a class direction or disposal tool to do class material readily available to pupils and manage class classs and attendings.Lectures ‘ perceptual experienceForests et Al ( 2004 ) established that module members ‘ attitudes were really positive when it came to the schoolroom administrative maps of the Blackboard package but their ideas were impersonal in footings of its instructional and psychosocial benefits. It was found that females had more positive attitudes than males in footings of the Blackboard package ‘s capableness to better schoolroom disposal and advance a positive relational environment. Across all module members, 34 % used Blackboard package to beg a greater diverseness of pupil sentiments than is otherwise possible in the face-to-face environment and 60 % agreed that certain characteristics in the Blackboard system enhanced or elevated their appraisal of pupil work and instructional capablenesss in the face-to-face schoolroom scene. It was besides revealed that a sum of 80 % agreed that the Blackboard package helped them to clearly and expeditiously pass on information about talk demands, and 60 % agreed that the Blackboard package helps them better to run into the acquisition demands of pupils. It was besides revealed that 62 % agreed that the Blackboard package helped them to break their clip direction in disposal affairs and 64 % agreed that Blackboard package improved their pupils ‘ ability to derive cognition of class stuffs. It was found by Lonn and Teasley ( 2009 ) that both male and female lectors believed that the VLE engineering improved instruction and acquisition but were more positive on the consequence of it on their instruction than on pupils. Lectors perceived that the finest advantage of the Blackboard package was how it enhanced and better their communicating with their pupils. Very few female and male lectors chose learning or larning betterments as the most of import advantage from utilizing Blackboard package. A survey conducted by Mitchell and Geva-May ( 2009 ) explored attitudes towards, and attitudes impacting, VLE execution. In recent old ages at that place has been greater credence of VLE by institutional determination shapers, as evidenced by high degrees of larning establishment engagement, but greater module members ‘ credence still lags behind. This spread affects the permeant acceptance of VLE. Mitchell and Geva-May ( 2009 ) proposed that module members credence of VLE is influenced by attitudes related to four factors: – Intellectual reluctance, such as the concerns that pupils ‘ perceptual experiences that VLE is inferior to traditional schoolroom apparatus. Support, such as preparation, clip and aid. Change, in peculiar with respect to doubts the construction and operation of the educational establishments will alter and hence threatens their stations. Economy, where the greatest uncertainty was with the perceptual experience that more support would be needed to back up VLE.Impact on IS StrategyInternet entree connectivity has revolutionized the instruction sector peculiarly on VLE. This is really of import as the connexion should be good plenty to be able to make a practical environment such that information can be accessed and shared without any hold or job and firmly.EffectssLikelihoodLow Medium High Negative Avoid Favorable Beneficial Table 1 Internet Access Since VLE such as Blackboard package depends much on internet entree, any dislocation will hold all activities that involve the information flow between talks, pupils and institutional direction. The likeliness of this to go on is medium but the effects are really negative and therefore any learning establishment should avoid this to do negative effects by holding a backup communicating scheme, this can be done by holding more than one cyberspace entree suppliers and an automatic switch over one time one entree is lost.EffectssLikelihoodLow Medium High Negative Avoid Favorable Beneficial Table 2 Security Modern communicating like high velocity cyberspace connexion comes with drawbacks. Security is the major drawback, privateness, confidentiality and unity of private informations fluxing over the cyberspace between lectors, pupils and instruction staff offices poses security breach. With wireless internet entree in about every place in developed states, the security issue becomes more important. The likeliness of this to go on is high, its consequence is really negative and therefore any larning institute with VLE as the manner of acquisition and learning bringing should guarantee strong encoding tools and sensings are in topographic point at all sides of communicating.EffectssProbabilityLow Medium High Negative Favorable Beneficial Encourage Table 3 Software Collaborative VLE package plays a major function on the efficiency in instruction sector for maintaining pupils and lectors together. With these package, about everything is automated, scheduling, presentment and even instant messaging. The traditional message flows in an office is expeditiously organised. These package bundles are going really sophisticated as new engineerings in processing and storage capacities of personal computing machines are improved. The likeliness of these bundles to better is medium and hence increased productiveness in instruction sector, but its consequence is really good, therefore any establishment with VLE deployment should promote any kind of design or development of the collaborative educational package.4 Case survey4.1 Students positionsThe intent of this chapter is to supply an in depth position of of import findings that have already been reported in recent old ages. Students ‘ position for VLE was studied by Stephen Lonn and Stephanie Teasley in 2009. This survey does non concentrate entirely on pupil perceptual experiences but besides cover academic staff perceptual experiences. It makes peculiarly exciting reading as the survey is focused on an organizational execution of an unfastened beginning VLE, and so it is interesting to see whether the perceptual experiences of pupils and academicians are traveling to be different than those found in the usage of commercial VLEs. The survey makes a point that VLEs are used chiefly for the distribution and storage of class stuffs though they can be used for heightening coaction and interaction via tools such as treatment boards, confab suites, wikis and web logs. It farther points out that these tools permit VLEs to back up constructive methods for acquisition and instruction. A cardinal issue nevertheless is achieving pupils and academician ‘s acknowledgment of the chances provided by the tools. It reports that at the University of Wisconsin ( Morgan, 2003 ) academicians reported that one time they have had used the VLE they did commence to reconstitute their classs and eventually their pedagogic attack. It besides disputes that there are a figure of other related surveies but there has been a short of longitudinal surveies which might descry how pupils and academicians change their beliefs and methods to the effectual utilizations of VLE in acquisition and instruction. The survey is conducted at the University of Michigan where they found that academicians ‘ development on VLE is voluntary and the usage of the VLE is non obligatory over most of the establishments. They addressed a figure of cardinal inquiries: Does IT better instruction and acquisition? No major difference between pupils and academicians in footings of IT expertness. Major difference with respect the usage of IT. Students reported preferring a high degree of IT usage than academicians. Which of the following net incomes from utilizing information engineering in your faculties was most valuable to you: Contented sharing, Assignments ; confabs, proclamations ; agenda, treatment, wiki, course of study? There was a major difference between academicians and pupils. The most popular reply from academicians was that it enhanced their communicating with pupils, and for pupils the most popular reply was that it saved them clip i.e. , it was more efficient. The top four maps selected by pupils and academicians as ‘very valuable ‘ were the same, if in a slightly different order, covering content sharing, proclamations, course of study and agenda. When analyzing system event log files this seems to fit the questionnaire statistics with 95 % of activities being correlated to content, assignments, proclamations, agenda and course of study. Merely 5 % of events were associated with synergistic and collaborative tools, treatment board and wiki. For efficient communicating, instruction and acquisition activities. Students and lectors were asked to rate specific activities categorised as either ‘efficient communicating ‘ or ‘supporting acquisition and learning ‘ . Lectors tended to rate ‘efficient communicating activities ‘ as ‘very valuable, ‘ more than pupils. Teaching and larning activities tended to be rated as ‘valuable ‘ instead than ‘very valuable ‘ by both pupils and talks. In general, the survey noted that both lectors and pupils agree that IT heighten instruction and acquisition. However lectors agree more strongly than pupils that IT can better instruction and acquisition. The survey suggests that pupil responses are perchance based on how the VLE tools have really been used. The perceptual experiences raised in this survey of a non-commercial VLE such as MOODLE by pupils and lectors are no different to the types of perceptual experiences raised sing the usage commercial VLEs such as Blackboard.4.2 Lectors positionsThe article of Woods et Al. ( 2004 ) explored how far the Blackboard package aids and supports a blended acquisition method by analyzing its usage and impact on three countries of instruction and acquisition: The Blackboard package as a class direction platform, used as an country to supply talk notes, assignment, slides and other helpful larning stuffs as reading lists, course of study, auxiliary readings and external links. Besides the usage of the class system, the trial director and the appraisal tools belong partially excessively this country. The Blackboard package as an assignment tool. How far does the Blackboard package encourage diverseness, and animate critical thought and advance different larning manners before or after a face to confront schoolroom session? Specific features in this country are the treatment boards and trial directors. The Blackboard package as a tool for schoolroom society. How far does the Blackboard package encourage set uping relationships and interaction between class pupils and lectors? In order to react to these inquiries a study was carried out and sent to 50 colleges and universities in 2003 in a Midwest province of the USA ( all acquisition establishments addressed were utilizing Blackboard ) . The study was done by 862 module members from 38 establishments ; 59 % of the respondents were male, and the bulk of all respondents considered themselves as really computing machine literate. Almost half had taught with VLE such as Blackboard package and a important bulk ( 83 % ) had received preparation or assist on how to utilize the Blackboard package. The chief grounds specified for utilizing the Blackboard package were: Professional involvements ( 65 % ) Encouraged by co-workers ( 27 % ) Encouragement of pupils ( 11 % ) The survey indicates that the dominant usage of the Blackboard package is in the country of class administrative affairs. For case: 75 % on a regular basis published their course of study 81 % sent legion or sporadic electronic mails to the whole category 59 % used the class systems Less common usage was made of the assignments tool ( 28 % ) . However 41 % of respondents had conducted a quiz and 45 % had used a treatment board to promote argument and coaction. The Blackboard package was used less normally as a pedagogic application. For case, participants pointed out occasional usage of the treatment board to go on in category treatment or to back up treatment prior to a face to confront schoolroom session. 22 % used the group tools to partition pupils into treatment groups and about 6 % used the unrecorded confab or practical schoolroom characteristics to discourse class content online. The bulk of the letter writers are to some extent impersonal towards the outlook that the Blackboard package can promote a schoolroom society. About 11 % indicated that the Blackboard system was used to develop a stronger sense of schoolroom society and the bulk ( 60 % ) pointed out they ne'er used the Blackboard package for this intent. In decision, the Blackboard package seems chiefly to be used as an disposal and direction tool as portion of a blended acquisition method. The large figure of the participants ne'er used Blackboard package for more synergistic class functionalities such as formative appraisal and for practical office hours. The survey suggests that the Blackboard package seemed to be used to supplement traditional face to confront schoolroom apparatus.Suggestions For Further ResearchFrom the findings of the thesis, five suggestions characterizing the impact of practical acquisition environments were identified. These suggestions are interesting countries for farther research on the credence of practical acquisition environments. Suggestion 1. The practical acquisition environment should be used in a consistent manner by instructors to heighten credence and acquisition among pupils. Teachers ‘ voluntary on an single footing on taking the practical acquisition environment proved to be an ordeal for the pupils. Teachers ‘ voluntariness of usage led to an inconsistent usage of the practical acquisition environment or to no usage at all. As a consequence, pupils had to accommodate to new attacks of usage ( or no usage ) of the practical acquisition environment in every class. This was perceived as being really raging. Conversely, in compulsory scenes, pupils were by and large pleased with the consistence of instructors ‘ usage of the practical acquisition environment, while instructors were annoyed by being forced to act in a certain manner. Are at that place ways to compromise on voluntariness to pacify both parties? Suggestion 2: Text-based asynchronous communicating enhances the quality of larning. It enables one-to-one communicating between instructors and pupils and offers clip for contemplation and to come in profoundly into class subjects. Furthermore, pupils that are introverted or take part in a class given in a linguistic communication, other than their native lingua, are able to â€Å" talk their head † and portion treatments and group work on equal footings. Therefore, pupils with brooding and abstract acquisition manners are hypothesised to appreciate and larn better from text-based asynchronous communicating, than other pupils. To prove this hypothesis farther would be interesting. Suggestion 3: Information could be accessed independently of clip and infinite. Storing, posting and accessing class stuff and assignments by agencies of the practical acquisition environment enhances the disposal of classs. The general quality of instructors ‘ class stuff has improved as all stuff has to be published digitally. Course stuff is invariably accessible from one beginning independent of clip and infinite. The quality of â€Å" effectual and reliable file archive † is a extremely apprehended quality of practical acquisition environments. But what happens to larn by agencies of the practical acquisition environment if it is merely used for administrative intents? Suggestion 4: The practical acquisition environment lacks characteristics for constructing relationships, and for making dynamic and lively learning chances. Text-based, asynchronous treatments are perceived as being uncreative, slow and taking merely at cognitive undertakings. Synchronous treatments are non used as a learning tool at the three instance universities, and academic staff describes troubles in making lively asynchronous treatments that are active over a longer period of clip. When the focal point of the communicating between pupils or between pupils and instructors are constructing dealingss or discoursing personal affairs, the practical acquisition environment is left for other agencies of communicating, such as speaking face-to-face, telephone conferences or external electronic mail. Furthermore, pupils with matter-of-fact and active acquisition manners can be hypothesised to appreciate synchronal communicating by agencies of richer media. Synchronous communicating is hypothesised to increase engagement in on-line instruction ( Hrastinski, Keller & A ; Carlsson, 2007 ) . Teachers could increase the relationship-building features of the virtuallearning environment by utilizing synchronal media ( e.g. confab ) or richer media ( e.g. videoconferencing ) to make a higher sense of presence and interaction. Hopefully, a lively and relationship-building acquisition environment will be easier to accomplish with the development of web 2.0 and related tools of e.g. web logs, wikis and 2nd life used for collaborative intents, every bit good as information bringing. To research how relationships can be built by agencies of these tools is an of import issue for farther research. Suggestion 5: Informal larning from co-workers is of import to develop cognition of the characteristics of the practical acquisition environment and the pedagogical options provided. For academic staff, larning from co-workers informally in every twenty-four hours state of affairss, such as java interruption treatments or detecting another instructor ‘s class, is a more influential larning tool than go toing formal class Sessionss or reading manuals. From this position, it is of import to supply chances for informal acquisition among co-workers, and for instructors to detect class stuff developed by other instructors in the practical acquisition environment. To research the larning results of instructors holding entree merely to formal acquisition Sessionss compared with larning results of instructors often involved in informal acquisition, would be an interesting issue for farther research. These suggestions could presumptively make a starting-point for a design theory on practical acquisition environments. Furthermore, to make a complete design theory, the impact of what is the nucleus of higher instruction, the academic capable affair, besides deserves to be explored.DecisionThis thesis has presented the impact of VLEs on pupils and lectors in larning establishment. The instance survey presented has shown that the Blackboard package seems chiefly to be used as an disposal and direction tool as portion of a blended acquisition method. The bulk of the participants ne'er used Blackboard package for more synergistic class functionalities such as formative appraisal and for practical office hours. The survey suggests that the Blackboard package seemed to be used to supplement traditional face to confront schoolroom apparatus. The survey besides concludes that both lectors and pupils agree that IT heighten instruction and acquisition. However lectors agree more strongly than pupils that IT can better instruction and acquisition. The survey suggests that pupil responses are perchance based on how the VLE tools have really been used. The perceptual experiences raised in this survey of a non-commercial VLE such as MOODLE by pupils and lectors are no different to the types of perceptual experiences raised sing the usage commercial VLEs such as Blackboard.

C P Snow and the Second Law of Thermodynamics Essay

The scientist and the literary intellectual represent two cultures that are drifting apart from each other to such an extent that each is becoming increasing ignorant of and alien to the other, and because they must represent a body of knowledge as a whole, the consequence is that, though specialization, both the scientist and the intellectual are becoming effectively ignorant. Analysis: Though C P Snow claims to be speaking from a common ground between the two cultures that he envisages, I would argue that he is squarely placed in the scientific camp, and is by no means an intellectual. The manner in which he describes the rift between the two cultures has a distinct whiff of â€Å"shallow optimism† about it, which is the intellectual trait of the scientist. He advocates a simple dialogue between the two camps, which is very much reminiscent of Enlightenment thinking, which, before the advent of modern science, maintained that scientific education was the key to overcoming all social ills, and dialogue is but a means to educate each other. Snow is right in thinking that the two camps had grown apart unawares, and that at one time the cultured man endeavored to keep abreast of knowledge as a whole. But a fundamental point seems to escape him, and that is that modern science entails specialization, and neither does he suspect that it could be the root of the problem. While he acknowledges the existence of specialization in science, he tries to make out that it need not be divisive. His advocacy is of a holistic understanding, and on the strength of this plea he wants to effect a negotiation between the two camps. â€Å"Don’t carry your specializations too far,† he seems to be saying to both the scientists and the intellectuals, â€Å"because both the arts and the sciences are important, and one is in danger of becoming ignorant if one loses complete touch with any one of them. † The propositional content of his plea is correct, but the mistake is to sound it on the platform of modern science, which is divisive in its fundamental aspect. If one is committed to the scientific outlook one must live with specialization. We can take his example about the literary intellectual knowing the second law of thermodynamics as a testing point. He thinks that literary intellectual should at least know this law, which is accepted among physicists as being fundamentally significant. The equivalent feat of for a physicist would be of having read a play by Shakespeare, he suggests. But concentrating on the first point, why should one know the second law of thermodynamics if one will never question its validity? Science functions by constant questioning, and no scientist is ever trained to carry absolute dictates about with him. A literary intellectual may come to it in two ways. He may absorb it as in inviolable dictate, in which case it would not be science at all. Or he may come to it with the proper outlook of the scientist, which is the questioning one. If on the second trajectory, he may either be captivated by the question, or he may deem it not worth his while. If he is captivated, and he remains honest to his intellectual proclivities, then he cannot but pursue the question further, to the detriment of usual literary occupation. But it is more likely that he deems it not worth his while, in which case he returns to the field in which he is proficient and interested. And in due course, through neglect, he forgets how to state the scientific principle at all. If the last is the most natural and likeliest outcome, there is little point in pushing the second law of thermodynamics to the literary man. He has arrived at the status quo of not knowing the law at all, because that is the most natural state of affairs for him. In his situation he has better things to occupy himself with. For Snow to suggest that he ought to know the second law smacks of the arrogance of science, which is an arrogance rooted in naive optimism. Then again, a scientist should only be expected to enjoy a performance of Shakespeare, but certainly not to analyze it. Literary understanding calls for a profound understanding of human nature, which is certainly not part of the equipment of the scientist, who is trained to detect only empirical evidence. To tell a scientist to analyze King Lear would only confuse him, and if he tried too hard it would blunt his scientific perception. Snow would be better advised to consider the underlying philosophy of science, rather than external practice of the separate disciplines. It is a tacit understanding among members of the scientific society (of which literary intellectual are a part) that each practice his own specialization. Only the fruits are to be enjoyed by all, and this is the true egalitarian dimension of atomized science. The notion of â€Å"progress† comes from the understanding that the fruits of specialization confer on all, and it is this notion of progress that binds all members of scientific society. In its original conception modern science was defined as an egalitarianism of knowledge, and apparent loss of this is what Snow is lamenting. But such egalitarianism has not disappeared; it has only become impractical for a single person to keep up with the expanding body of knowledge. But more important than knowledge sharing is the philosophy that underpins it, and this philosophy still unites the particle physicist and the Shakespeare man. In calling for a new, and strained, egalitarianism of knowledge, Snow is only betraying his naivete of the world, which is the characteristic naivete of the scientist daring to speak on the humanities. Works Cited Snow, Charles Percy. The Two Cultures. Ed. Stefan Collini. Cambridge, UK: Cambridge University Press, 1993.

Introducing Customer Services Essay

Introduction In this assignment I will be writing about the importance of having good communication skills in customer service. I was assigned to a two week work placement at Superdrug where I had to deal with different types of customers and their needs and expectations. I also was instructed by the supervisor to give good customer care and service to customers. Task 3 Explanation of what a customer is Customers are people or businesses who pay for goods and services or benefit from a particular business. People such as: * The elderly * Teenagers * Disabled * Insurance companies * Banks * Cleaners Task 4 In this task I will be explaining the meaning of internal customers. I will also be giving examples of what an internal customer is. Internal customers Internal customers are those people and employees who might use a company’s services and products. Examples of internal customers are: Store Manager The store Manager is an internal customer because he/she benefits from the company when the company gets sales. They also may get a pay rise if the business does really well. The manger depends on the business to get sales, if the business does badly the manger is then at risk of losing money or getting sacked. Security guard The security guard is an internal customer, for his/her service of making sure goods are not thieved from the store he/she benefits from the business by getting a months salary and also may get discounts from the business. Cleaners The cleaner’s job is to make sure that everything in the shop is clean and presentable. The cleaner benefits from this by getting a monthly salary and may get a discount on the products he/she buys from the business. Task 5 In this task I will be explaining the meaning of external customers. I will also be giving examples of what an external customer is. External customers An external customer is an individual or business outside of the company who receives goods or services from that particular company. For example: Banks Banks are external customer because they benefit from the money that is given by companies. They benefit from this money because when the money is given to the bank the bank loans the money to other companies and make profits off of it e.g.(interest). Suppliers The suppliers are external customers because they provide the products for the businesses and the businesses therefore buy the products from them. The suppliers make a profit from that money used to pay for the product which enables the people who work with the supplier to get a salary. People People are external because they buy products from the business and in return they get good service and quality products. Task 6 Customers at Superdrug and their needs and expectations In this task I will be identifying 4 types of customers I came across while working at Superdrug and what their needs and expectations were. While on my work experience I came across a range of different customers such as: * The elderly * Disabled * Teenager I didn’t come across the external customers who are: * The cleaners * Bank * The manager * Insurance company Internal customer needs at Superdrug Store Manager The store Manager needs to come to the store and buy product in-order for him/her to get paid. The manager also needs employees to come to work early in-order for the store to open if no-one comes in to work the business will have to get closed down and the manager will lose his job. He/she also needs holiday entitlement Security guard The security guard needs to get paid for his/her services. Him/her also need to have at least one lunch break and needs to be useful e.g. (watching out for thieves). External customer needs at Superdrug Bank The bank needs Superdrug to put more money into it that they take out so the bank can make profits. The bank also needs the money to get into the bank on-time and always have some of that money in the bank. Insurance company The needs of the insurance company are for Superdrugs to pay them. Elderly To meet customer needs knowledge of the products are necessary. A lot of elderly customers come in to the store for the in-store pharmacy, the customers brings their prescription to the counter and or they may ask you for something you will have to understand what they need so that the customer can purchase the product. The customers are also like to be buying the product from a decent enough price and have good quality. Teenagers Superdrug attracts a lot of teenage customers because they like to buy a lot of hair products and perfumes. They need good value for money as they don’t work to get money themselves and quality products. Internal customer expectations at Superdrug Store Manager The store Manager expects employees to come in every day and give good customer service and expects a permanent job. He/she also expects the employees to be polite and pleasant to him/her, and expects the business to look after him/her e.g.(sick pay). Security guard The security expects to be treated with respect by all staff in the store, a lot of thieves come into the store everyday and if the security is to catch one of those thieves he/she expects to be praised and maybe get a pay rise for the hard work. For his/her service of making sure goods are not thieved from the store he/she expects to benefit from the business by getting a months salary and also may get discounts from the business. External customer expectations at Superdrug Bank The bank expects Superdrug to pay their money on time and use they right forms. They also expect the money to come in regularly. Insurance company The Insurance Company expect Superdrug to pay their money on time every month and not make untrue claims because this will make the insurance company lose out on money. They also expect Superdrug to fill the form out correctly when apply for that particular company. Elderly Elderly customers expect to be treated with respect and when asking for a prescription they expect staff to be polite and the prescription to be dealt with quickly and efficiently. Elderly customers also expect to have easy access around the store. Teenagers Teenagers expect good customer service from employees. They also expect the products to be of good quality and value for money. They also expect for the product that they want is always available. Task 7 Customer’s expectations at Superdrug are quiet high and are always increasing. While on my work experience I came across many different types of customer, below are just a few examples of customers I came across in the business and what their needs and expectation were. Task 8 Why you have to present yourself appropriately and prepare your work area before customers arrive in Superdrug. In this task I will be explaining why it is important that staff present themselves appropriately and prepare their work area before customers arrive. In Superdrug the majority of customers are members of the public, the appearance of both the staff and the premises are very important. It is important in a retail business that staff pays attention to their appearance because customers expect you to be smartly dressed, and also to be approachable this includes having good hygiene. It is important that I had a positive attitude towards customers so that they may feel welcome to return back to the store and buy products. Knowledge of products and services is also very important because customers won’t always know about the product so they would seek advice from staff. In Superdrug it is important that the work area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them. The work tops will also be cleaned before customers arrive. It is also important to keep store safe for customers at all times this can be done by making sure that the till area is always tidy and making sure the walking areas no obstructions such as boxes and plastic wrappers left from staff stacking items. There would also be security staff protecting the store. Task 9 How Superdrug staff prepare themselves and their work area for customer service In this task I will be describing how staff in Superdrug prepares themselves and their work area for customer service. Staff Positive attitude While on my work experience I had positive attitude when dealing with customers and was enthusiastic about the products I was selling. It is also important that I was polite and understood the customer’s needs so that the customer will be happy to buy the product I was describing to them. Personal presentation In Superdrug it was expected of me to be professionally presented. The customers will have certain expectations including being approached by staff that is clean, smartly dressed and has good personal hygiene. Dress code I was instructed by the manager to arrive at the Superdrug wearing a smart black blouse with smart black trouser and black shoes (no trainers). It is also expected of me to have clean hair and brushed teeth so my breath does not smell while talking to customers. Posture It was important that I had good posture which means standing up straight and looking confident so that you look approachable by customers. If I did not have a good posture for example slouching with my hands in my pocket customers may think I can’t be bothered and I don’t care about my job, therefore customers will not feel comfortable approaching me. Personal space It is important that when I was talking to a customer face to face that I was to stand at least arms length away from them. Standing closer than the recommended length is invading that customer’s personal space and they may feel uncomfortable. Standing further away from the customer may give them the impressions that you are either scared or you don’t have time for them. First impressions First impression of a business is very important. If a shop is first opening and the shop floor is dirty and staff looks scruffy, the customers may think the business is not run properly and may not get the chance to see the products. The customers will see the dirt and poor appearance of the staff and will expect the product to be poor quality. Knowledge of products and services Customers expect staff to know about the products and services that the retail outlet provides. It is important that staff familiarise themselves with the layout of the shop floor, this will enable staff to provide information regarding products (e.g. product whereabouts). While on my work experience at Superdrugs it was required of me to have knowledge of the section I was working in and also know other sections around the store, I was given a sheet of paper showing everything that was in the store and where they were. By the end of the day I knew where every thing was on the shop floor, when customers approached me asking where a particular item was, I was able to tell them straight away. It helped to have the section I was given to work in because I had a lot of knowledge of those products as I am always buying those products myself. Organisations guidelines and standards required for customer service It is essential that Superdrug have a customer service policy that states the required standard for customer service. This ensures that employees know what to do when they are dealing with customers and will help them provide a high standard of customer care. Teamwork It is important that staff are good at working as a team, this can improve your customer service skills as you would have to use the same skills in order to build a good relationship with your team workers. For example listening skills, negotiation skills and assertiveness. Teamwork involves sharing ideas and working together, for example in Superdrug on the pharmacy counter processing customers prescriptions is customer service staff working with each other the till staff send prescription info to a computer behind the scenes, the prescription is then processed and given to the customer. Work area Appropriate equipment In Superdrug it is important that the work area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them. Safe and tidy work area It is important in that Superdrug keep the work area clean and tidy. I did this by making sure that I cleaned up my rubbish after stacking the shelves. If the store is not kept safe and tidy it could cause hazards and may result in customers injuring themselves. It is also important that the workplace is kept tidy because staff may find it is easier to lose important documents. Efficient use of space It is important that in Superdrug there is enough space for all types of customers to walk about with. For example mothers with buggies and disabled people in wheelchairs. It is also important that items displayed on the shelves are easy reach by customers of average height. Remember high shelves can make it hard for shorter people to reach. Health and safety By law all employees/staff are required to take responsibility of their own health and safety and that of other e.g. (customers). It is also important that when staff use equipment they clean up after themselves or put the equipment in its rightful place. For example, when stacking out items on the shelves make sure the boxes or the products wrapping is not obstructing the aisles, this could cause a customer to trip and injure themselves. Fire safety It is important that staff follow the procedures of fire safety. All members of staff should know what to do in an event of fire and where the equipment is, for example marked fire exits, emergency evacuation procedures and fire extinguishers. While on my work experience on the first day I was shown all the nearest fire exits and it was explained to me what I should do in an event of fire. There was a practice fire alarm and it was my job to make sure that all customers were safe and evacuated the building immediately. Accident It is important that all staff in Superdrug no what to do in case of an accident to an employee or customer. If a customer or employee has been injured it is important that you notify an appropriate member of staff e.g. (manager, first aider). If the injury severe you should dial 999 and ask for an ambulance. Task10 Health and Safety risks in the workplace Task 11 In this task I will identifying four possible hazards found in Superdrug. Four possible hazards in Superdrug Poor maintenance Slips, trip and falls Fire exits Smoking Task 12 In this task I will be identifying the potential hazards and risk in Superdrug. I will also be explaining how the hazards and risks could harm employees and customers. Hazards Risks Poor Maintenance If shelves are broken and not repaired quickly. A customer might want an item which is on a high shelf not knowing that is broken they will pick up the item and the products could fall on the customer which may cause an injury. If shelves are broken and not repaired quickly. An employee can be stacking the shelves not knowing the shelf is broken they will stack items on there and the shelves will collapse onto the person causing an injury. Slips, Trips and Falls If the floor has just been cleaned and a hazard sign has not been put up. A customer could walk into the store not knowing the floor is wet, they would then walk in that wet area and slip and injure them self. If an employee has just finished their task of unpacking products and stacking them on the shelves and they leave the rubbish on the floor, another employee could walk by not knowing the rubbish is there, the could trip over rubbish and fall and injure themselves. Fire exits If the fire exits are not clearly labelled for customers in an event of fire customers could be a great danger. If employees leave their boxes and rubbish in front of the fire exits in an event of fire people won’t be able to get out of the building and will then result in a lot of staff and customers getting injured. Smoking It is important that customers do not smoke in the building because if they are to drop the cigarette on the floor without putting out, this could cause the building to set on fire and put a lot of lives in danger. If employees are to smoke in the building they at risk of injuring themselves and others around them, everyone around them will be breathing in second hand smoke which could damage their body severely. The employee is also at risk of causing a fire and getting sacked. Task 15 In this task I will be explaining the meaning of communication. The meaning of communication Communication is when people interact with each other and share information. For example, while on my work experience I listened to customer’s needs and what they had to say which is that they wanted to buy a 3 mobile, then I gave back the right information on products and services in order for them to buy the products they wanted. Task 16 Why it is important to have good communication skills It is important to have a good level of communication skills because in the retail industry a large proportion of the work is dealing with customers verbally. Customers expect retail staff to be helpful, polite and to be well presented. Retail staff are required to have a good level of spoken English in order to understand customer needs and to be able to clearly provide information on request. Throughout my work experience I think I had very good communication skills towards customers I feel that I showed that I was enthusiastic about what I was doing. And there for customers would not hesitate to approach me. In the end it is important that the customers get what they want, the business then makes money and customers will be happy to return to the store. Task 17 In this task I will be explaining 3 types of communication I came across when approaching staff in a business Verbal communication One example of verbal communication that I came across as a customer was that when I asked a member of staff for a particular item they explain very clearly where the item was and they were very welcoming and polite Non-verbal communication One example of non-verbal communication that I came across was that when I tried to approach a member of staff in a store they didn’t even make eye contact with me they just pointed to a section of the store. Body language One example of body language that I came across is that when I tried to ask a till cashier for some information they just shrugged their shoulders with an angry face like I done something wrong. Task 18 In this task I will be identifying six communication skills and why they are important Appropriate spoken English It is important to have appropriate spoken English in Superdrug. While on my work experience it was important that I was polite to customers and that my language was clear and straightforward so that customers would fell comfortable buying the products and to return back to the store. Level and tone of voice When speaking to customers it was important that I pay close attention to my level and tone of voice. For example, if my tone of voice is too loud the customer may think I am being angry towards them. The level of voice should be balanced, not too loud and not too quiet. Welcoming In Superdrug it is important to be welcoming and friendly. For example, I welcomed every customer that came into the store and ask if they needed any help finding anything. This encourage .customers to return to the store/ Listening In Superdrug it was important that I know how to listen to customers. I made sure that I listened to the customer’s needs and what they wanted. I showed that I understood the customers and didn’t interrupt them unnecessarily. Assisting It is important to offer and give help to customers. While on my work experience I made sure I did this. For example, opening doors for customers with lots of bags, this will encourage customers to come back to the store. I also offered to get products from high shelves and if the customer was looking for a product that my store didn’t sell I advised them on what others stores would sell the product. Questioning Questioning is very important in customer services in Superdrug. When customers first enter the store the first contact with them was in form of a question. For example, ‘how can I help you Sir/Miss?’ or ‘what are you looking for?’ Questioning helped me find out the needs of the customer. Which then gave me information on what they needed, to ask another question like, ‘what is your budget for this item?’. M3 How can I provide good customer care and services? In this task I will be describing how I can provide consistent customer care and services. Good customer care It is important in Superdrug that customers are satisfied with the way they have been treated; giving good customer care and loyalty will attract more customers to the store and keep Superdrug in business. Giving good customer care means being polite and helpful to customers. It is important that I listen carefully to customers and ask them questions so I get an understanding of what the customer wants so that I can get the right products for the customer. Having a positive attitude towards customers is mostly important because without a positive attitude customers will receive a negative vibe and therefore will not feel comfortable with me serving them. For example, while on my work experience customers asked for products that were no sold at the Superdrug store, instead of saying ‘we don’t have that’ I recommended them to a store that might have it. It is important when providing customers with information that I am clear and accurate about the product and that I confirm that the customer understands the information I have supplied. It is good to remember that when a customer enters the store, try and give customers more than they pay for. Good customer services When customers enter the store they should be assisted. In Superdrug every customer that entered the store was given information on the products that were sold there and the products features. It is important in Superdug to provide after sales care such as refund and guarantees. Communicating with customers is an essential part of customer service. This includes letting them know what services are available and making sure they are happy with the product I have sold to them. Good customer service in Superdrug attracts more customers and increases sales. It also improves the business reputation which means more customers just through recommendations. For example, two main factors that contribute to its business success are Superdrugs commitment to high standard of service and the expertise of its staff. To maintain these standards and keep staff up to date with new products Superdrug invests in training. D2 The importance of providing good customer care and services Importance of good Customer service Customer service is the provision of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new technology using e-mail and the Internet. Superdrug use customer care to create an overall impression of an organisation that puts the needs of the customer first, to ensure quality and increase sales over competititors. Increasingly, Superdrug have customer services departments or customer services desks whose job is to ensure the efficient process of delivering customer care, including provision for those customers with special needs. Superdrug produce literature, which outlines their Customer Care Policy or Charter; this may include their policy on refunds, warranties, after sales service and how to make a complaint. Customer service is very important part of any business organisation. Bibliography BTEC introduction business-published by Heinemann in 2005 Heinemann Educational Publishers Halley Court, Jordan Hill, Oxford OX2 8EJ ISBN 978 0 435401 21 4 John Ruskin college intranet site Superdrug 452-456 Brixton Rd

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