Computer Literacy Lesson 26

LESSON 26

Communications and Collabor tion

bull OBJECTIVES Upon completion of this lesson you should be able to

bull Identify appropriate uses for different communication methods

bull Identify the advantages of electronic communications

bull Identify common problems associated with electronic communications

bull Identify the elements of professional and effective electronic communications

bull Identify appropriate use of e-mail attachments and other su pplementary information

bull Identify issues regarding unsolicited e-mail

bull Describe how to minimize or control unsolicited e-mail

bull Identify effective procedures for ensuring the safe and effective use of electronic communications

bull DATA FILES You do not need data files to complete this lesson

Q) Estimated Time 2 hours

bull VOCABULARY biometric security measures

fi ltering

fraud

hoax

logic bomb

netiquette

phishing

pyramid schemes

RDF Summary

spam

tagging

teleconferencing

time bomb

Trojan horse

urban legend

virus

worm

Mod3-45

Mod3-46 MODULE 3 Living Online

In Lesson 25 you learned about e-mail In this lesson you expand your knowlshyedge of e-mail and learn about other electronic communication methods the approshypriate use of each of these methods and the advantages and disadvantages associated with each one

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Communication Methods A variety of electronic communication methods is available In most instances the person or persons with whom you are corresponding and the topic of the correspondence will determine which communication method is the more appropriate Electronic mail (e-mail) which was discussed in detail in Lesson 25 is best used in the following situations

bull When the correspondence might require a paper trail

bull When the correspondence covers multiple points

bull When the correspondence needs to be accessed frequently

Instant messaging also introduced in Lesson 25 is best used when correspondence needs to be accessed in real time Each person can send and receive messages while everyone is logged on to the Internet at the same time The message can be sent from a computer from a cell phone or from other mobile devices (see Figure 26-1)

8 0 Corporate Contacts 0 Fl -

~ ~ Add Send Call Video Send File Mail

Cathan Cook (Available) Microsoft _ m in the London Office- today

0 Type l1 ilJ11 e or e - mail ad dres s

Friends (210)

Marketing (33)

Chris Cannon

Davtd Simpson ~

Eiji Yasuda tin l t te nJl

My Team (3 6)

Agnieszka Wojciechowska

Sisdel0by lDo Net Dluubl

Viktor Volodr~ 1amp bull

Anne We iler

Jill frank

Paul West

Other Contacts (03)

$lig Panduro

t VOCABULARY teleconferencing

RDFSummary

FIGURE 26-1 Instant messaging

Teleconferencing uses a telecommunications system to serve groups permitting the live exchange and sharing of information between two or more people Generally the communications media is a telephone line

Syndication (Really Simple Syndication or RSS) also known as Rich Site Summary and RDF Summary are formats originally developed to facilitate the syndication of news articles This communication method now is widely used to share the contents of blogs

LESSON 26 Communications and Collaboration

In some instances a combination of the above communication methods may be used For example a group of individuals who live in variolls areas of the country may be enrolled in an online class This group can use electronic mail instant messaging and teleconferencing to communicate on various aspects of the project Or in some instances they could use a blog to post project updates In another example electronic communications helps some students to overcome the fear of asking questions or contributing to a class discussion

Advantages of Electronic Communications Electronic communications offers many advantages The communication is not restricted to a specific place and time Secondly in most instances it uses text and graphics rather than voice These tools also provide for different types of correspondence such as one to one one to many or many to many For instance in a many-to-many example a discussion board is used where all parties can post and read all of the postings Other advantages are as follows

bull Speed is almost instantaneous which means increased accessibility and enhanced interaction

bull Cost is minimal or even free in some instances E-mail for example is a service that is part of most networked computers Price remains the same regardless of sending and receiving a hundred messages or a thousand messages Based on the device that is being used instant messaging is a free service or has a minimal fee Teleconferencing on the other hand generally involves a fee for the host In many instances however using this service can eliminate travel expenses for those individuals who would otherwise need to meet in person

bull Access is available from various devices such as computers and cellular telephones

bull Forwarding and routing of messages can be accomplished in an instant Simply click the message select the address of the individual to whom it is to be forwarded and then click the Forward button

Routing is the process of selecting paths in a network along which to send network traffic It can be an automatic or an individual process For example the network administrator receives a message that a server is going to be offline for a specific time The administrator then can route this message to all personnel who would be affected

One-to-oneone-to-many communications is the act of an individual or comshyputer communicating with another individualindividuals or computer In Internet terms this can be done bye-mail FTP and Telnet The most widely used one-to-one communication on the Internet is e-mail Many-to-many communications such as file sharing blogs wikis and tagging enable people to both contribute and receive information Tagging is used in blogs and other informational sites to simplify the search process

Mod3-47

bull VOCABULARY tagging


Collaborative communications is a type of software program that allows people to use live voice full-motion video and interactive desktop sharing from between two individuals to an unlimited number (see Figure 26-2)

FIGURE 26- 2 Collaborative communications

Community building connects members of a group with the same general interest The community could be connected by a blog a mailing list a message board or other type of electronic communication Text audio and video communications require specialized intercommunication systems within the community The network and the network interface card must be optimized to accommodate audio and video traffic You might find this type of communications in a school a hospital a large office building and so on

Another advantage is online document sharing which allows users to create and edit documents online while collaborating in real-time with other users Google Docs is an example of this type of program

History tracking and recording helps you keep track of visited Web sites When a Web site is accessed certain information is saved and stored on your comshyputer hard drive This information also called Temporary Internet Files (TIF) or cache decreases the amount of time it takes for a browser to load and display the site Information such as Web site addresses total times the site was accessed images file types file size specific dates and times of last access are stored on the hard drive

In the following Step-by-Step exercise you use the History button to search the Favorites list

LESSON 26 Communications and Collaboration Mod3-49

Step-by-Step 261 1 Click the Start button on the taskbar and then click Internet Explorer

(or start Internet Explorer the way you usually do)

2 Click the Favorites Center button to display the Favorites Center If

necessary cl ick the History button arrow and then select By Site (see

Figure 26-3)

I ~ aboutblal1k

View Favorites Tools Help

c Histor H ~ I

By Date~ 10bt (Vwv10bertj

~ 74125113132 3 atribalfusion (atrib~

By Site ~~~-----J-__ By Mot Visited

~ aahq (aahqorg) I ~ academiccengage (

By Order Visited Today

sectb an5wers (wlW ansverscomj

By Site ~tion

n I

Your list of sites I ~-- ___will vary

FIGURE 26-3 Displaying the History list sorted by site

FIGURE 26-4 Displaying the History list sorted by date

6 answersyahc-o (an51Eryahooccmj

~ an~vErsyahco (amwersyahc-ocomau)

~ artjcl~slatimei (articleslatimescom)

sect a3 (wvwasa3org)

sect a hop (NMa hoporg)

36 associatedcontent (wINwasiociatedconte

atheismabolJt (atheismaboutcem)

~ aIJanswersyai1co (auansv1Ersyahoocom)

~ auburn (JvlNauburnedu)

~ aurthink (austhinkcom)

~ au~hink (vwwausthinkorg)

sect bulsagepub (bulgepubcom)

-6 cameorosC WNwcamecrosecom

3 Click the History button arrow and then select By Date (see Figure 26-4)

iJ about blank -~--

yen) History ~~~~~~~~~~~~~==~-____~arrow

Lalt Week w ~Monday m Tuesday

l~ Blank Page bull Int 1 Explorer provided by OH

Tools Help

By Dat

BySite

By Mort Visited

By Order Viited Today

Search Hitory

o History button


FIGURE 26-5 Searching the History list

(~ j ~ I

3-233

4 Click and view the other options-By Most Visited and By Order Visited

Today

5 Click the Search History button type Microsoft (or another word or

phrase) into the search text box and then click the Search Now button

(see Figure 26-5) Most likely your screen will display different Web

site addresses

~ Blank P~g~ - Intm~ plclaquor provided by Dell I U V I~ aboutblank

-- - -= File Edit View Favorites Tools Help

~ ltS1 Ii Blank Page o Favorites GJ Feeds I 8 Hislol) IT1 ~

Search for

Microsoft

ISearch Now l s 0

ru (engage - Databases - Student Product Deta

~ (engage - Databases - Student Product Del

ili (engage - Spreadsheets - Instructor Product

~ (engage Spreadsheets - Student Product D

It Cengag e - Spreadsh ts - Student Product 0

~ (engage - Spreadsheets Student Product 0

~~t examples of sound 2nd valid argumentsmiddot Go

4J How to install the Windc-Is 7 Release Candi

~ New Perspectives on r1icrosoft Office 1007 a

J iJ Remove PDFMaker from Micrcsoft Office

I I i Windows 7 RC Download Center

6 Use your word-processing program and write a summary of each of the

options available through the History button Save your document as

history-tracking and submit it to your instructor

Solving Communication Problems Similar to other electronic devices electronic communications is not without probshylems Windows Vista however contains troubleshooting tools to help you identify and resolve communication problems

Lost Internet Connection Accessing the Internet is one of the primary reasons many people use their computers Losing your connection can be frustrating especially if you are in the middle of an online or video conference or uploading important data Depending on the problem you may need to call your provider However you may be able to repair the problem with the Network Connection Repair tool The following Step-by-Step exercise illustrates how to use this tool

LESSON 26 Communications and Collaboration Mod3-5 t-=_

1 CI ick the Start button on the taskbar and then click Control Panel to

display the Control Panel Home window

2 Click Network and Internet to display the Network and Internet window

(see Figure 26-6)

pmiddot 1+ 1~arth

tt Nelwor~ and Sharing Center __ je~ nnltoll rtiJlv and tIU Orlnfct to J nnoc11 If IIE1kCrl (cmpubrs nd dc--riCH tdd J dr Ice hi 1h Ililt or ~f14Jp fil e du ring

Internet Options ChJ1~t CUI henlep l~

Offline Fil en(lj~l ~CU off~c 1M tIf19~ dcl spUe ued b) )CUr cffjmiddotnefile=s

Tum middotmiddotmde FIle-i 11 n)1 err

)~OC ~In ttht1 CCfn~Httmiddot~ mcbte dpoundlctJ or ntt-on fG-l de~ Vft-V Sf reru t~

F~Oh~ tnC enlhru

laquo(2) Symantec Li eUpdate

FIGURE 26-6Click to open the

Network and Network and Sharing Internet window Center window


3 Click View network status and tasks to display the Network and Sharing

Center window (see Figure 26-7)

FIGURE 26-7 Network and Sharing p i Center window

Ne~Nork and Sharing Center

I~ funmiJ

USAmiddotPC Chamberla in Intern et (T his computer)

lt~ Chambe rlain (P rivate nrtwork)

Local and Intern et

Conn ection l oa l Area Connection

~ For sharing and discover to wo rk pccp eriy make SH e the poundettings in your firewall program match th e fcl10wing settings

1] Sharing and Discovery

Neto ri dIscovery Wo On

Fife sharing a On

Public folder ltharing 0 Off

Printer ~ha rin9 0 Off

Pas~ ord protect ed sh aring C On

Media sha ring On

$hc n~ til the fl~-slnd fcdm I1m aing

Show me f d t ~h)rtd n(tYcrk i Id )centn Hti ccmp-Ii1tt

4 In the Tasks column click Diagnose and repair to run the Windows

Network Diagnostics program If there are no problems then Windows

will return a message similar to that in Figure 26-8 If there are probshy

lems Windows will attempt to fi x the problem or suggest other solutions

FIGURE 26- 8 Windows Network Diagnostics dialog box

~ Windows Network Diagnostics ~

Windows did not find any pro blem s with you r Internet connectio n

00 you want to report the problem to Microsoft Additional details abo ut what went wrong can help create a oolution The report will be sent thE ned time yo u go onlin e S~nd infonnatioo

Clo e

5 Click the Close button to close the dialog box

6 Use your word-processing program and write a summary of why you

think the Diagnose and repair tool is important Provide an example of

when and how you would use this tool Submit your assignment to your

instructor


E-Mail Software Problems E-mail failure to send andor receive messages can result from various problems Your server providers connection could be down If your connection to the Internet is still available then checking your server providers Web site could provide answers to your problem Windows Help and Support also provides possible answers to the problem In Step-by-Step 263 you have an opportunity to review this Help file

Mod3-53

1 Click the Start button on the taskbar and then click Help and Support

to display the Windows Help and Support window (see Figure 26-9)

Find an answer

V indov-s Basics Secullfy and MaintenanCl Windows Online HeJp

bull Tble of Contents

Ask someone bull Use -+ Windows Remote Asistancc to get help from a friend or offer help

bull Pert a question or search for an amwtr in WindQS co mmunities

bull Fer technical assistance contact Microsoft Customer Support cnline

bull Mor~ support opticni

Featured on the Windows website 1 Dmo Fa~ wa~ to find files

2 Peoerving old photo ithyourPC

3 Demo Start yo ur cwn blog

locking fer more help or inspiraticn Discover additional demos articles and tip on ~ndowl H~lp and How-to

If youre an admini5trator cr Nant technical information visit the Microsoft webJite for IT professionals

~200 7 Microsoft Corporation AI rights re~er-ed

FIGURE 26- 9 Windows Help and Support window

Troubleshooting link

Mod3-54

FIGURE 26- 10 Troubleshooti ng in Windows window

Click Troubleshoot problems with Windows MalL shy

MODULE 3 Living Online

2 I n the Windows Help and Support window click Troubleshooting to

display the Troubleshooting in Windows window (see Figure 26-10)

Troubleshooting in Windows

For mort com puter pro blemgt theres usually d so lution within reach Here are some poi nters to Help fo r specific types of problems

Networking

bull Troublehcot problem fIndin g we networks

Troubleshoot pobl~ms finding computess on a home network

Trc ubleshoot netlNork ccnn~ction problems

Troublesho ot Int ernet connection probltms

Troubl tshcct fit and pri nt~r sharing

Using the web

bull Connect t o thelnt emet

Why is my lrltern~t connecti on sc sIc ll

bull Tips for solving pcblem wth Intemd Explorer

E-mail

Trc ublEshoct problM1i with Win dows Maif

bull Nhy c~nt Ivie an attachm ent

bull Send picturM or idees in e- mail

Hardware and drivers

In this article

bull Networking bull Using the leD bull E- mail

bull Hardwlre and drivers

bull Your comput~

bull Get hlp from oUler p~ople

bull To find o ut ff your hardwa re i~ compatible with Vlindcws go to the 1 in do ws Vista Upgrade Advisor on the Microsoft VlEboi te

bull Ti~ (or f IXi ng common driver problems

bull Tips for figting common sound problems


3 In the Troubleshooting in Windows window click Troubleshoot problems

with Windows Mail to display the Troubleshoot problems with Windows

Mail window (see Figure 26-11)

Windows Help and StJppOl1

GI - bull shy -r-EJ3 ~ ~ --- - - shy-~-- (shy

I

~ ---=-~-=---~-~--- shy

Troubleshoot problems with Windows Mai l

If you are having trouble configuring your e-mail accounts vmiddotith Windows 111ail you might ccmider using VJindomiddot ~ Live tvleil instead All you need to do is enter your e-mail addresand WindollsLive~1ail v i llautom atlcally enter the correct settings fer e-ma il servers used by many popular e-mail iervices including Iff ndow~ liVE Hotmait Ya hoo AOl and GmaiL

IJind ooos live M~ il includes the fam il iar features of Outlook Expre5~ the mail program included in yenll ndowl XP and Windows Meil the mad progra m incl uded in indOl Ji~ ta To don load lindows l ive Mai l go to the mdoJi Live ~ta il 1Iebsite

Here are soluticns to some (omman i$$ues Aoith Wind ows Mail

bull I dont know homiddotI to se-t up VmdoVls Mell for my e- mail iccount

t i c In t reCeNt e- maU

bull i con recejye but not send f - mail mtis~9tsect

bull Icant vie- or sa e an attachtd Ile

bull The links dont wori in a mfgtslgt i received

bull I hav~ mes-sage in my Outcox ~nd Idont know how to send or deleu th em

)0 Ican middott chek spflhng in my mesltamiddot9~$

to When Iltlick an e--mailljn~ in my web browser ft op~S Inather ~mai program instead ofNindows Mil il

)0 When 1~eafch for e-mad not III of the messages m-at(hing my earch sho- up in the results

See-also

bull GftUng start~d wrth e -mlil

4 Click the links and then read the information Leave the Windows Help

and Support window open for the next Step-by-Step exercise

5 Use your word-processing program to describe the different options and

summarize what you learned about each Submit your word-processing

document to your instructor

Downloading and Viewing E-Mail Attachment Problems If you are unable to download or view an e-mail attachmentthis could be due to the size of the attachment Some e-mail programs limit attachment size and the number of attached files If the message contains a virus this also could be another problem A third issue could relate to the sender and the type of e-mail-advertising pornographic materials or other unrecognizable documents which may be blocked by your e-mail program

Windows Help also provides suggestions on why you cannot view an attachment In Step-by- Step 264 you access and review this Help information

Mod3-55

FIGURE 26- 1 1 Troubleshoot problems with Windows Mail window

EXTRA FOR EXPERTS

You can send an open Microsoft Office document without clOSing the file Click the Office button point to Send and then click E-mail to send the document This process can be used for example during a conference call when more than one person is working on a document

ModJ-56 MODULE 3 Living Online

FIGURE 26- 12 Troubleshooting attachment problems

Click to display a possible solution

1 In the Windows Help and Support window you opened in the last

exercise click I cant view or save an attached file (see Figure 26-12)

~ Show all A

Troubleshoot problems with Windows Mall

If you erE halmiddoting trouble configuring your e-mail accounts with Wlndcws Mail you might (amider using Windows live Mail in~(dd All ycu need to do is enter your e-mail addr~ i and oIindows trveMail will automatically enter the correct settings for e-mail iervers ued by many popular e-mail serices including tVindows Live Hetmail Yahoo AOL and Gmail

Windcw~ Live Mail includes the familiar features of Outlook ExpreSi the mail program included in Vfindows XP and Vindow5 Mail themail program induded in ndovs Vi~i To download vVindows LiVE Mail go to the Vindows Live Mail ebsit t

Here are solutions to some common iSSUEs lith VVindmls Mail

bull I dont know hO1 to set up WindOiSi Ma il fer m] e-mail account

~ I c lS n t II( CI euro e-nlcil

bull i can receive but not send I-mail messages

I cant vie or save attath~d fil e

WindoYJ~ Mail blods acce5 ~ to certain type of attachments that can potentially be harmful to your ccmputer For in~t ructions on how to acces~ blocked files see Why c~nt [ vieAI it n attachment in indc S fY1ail

If you receive an att~chEd file that is not blocked but will not open you probably need to install a program capable of opening the file Thi$ can occur if someone sends you a file bye-mail Ask thE sender vhat program opens the file and ho you can install it For more information $-Ee File nllmes lnd fi le namE 6tilnsiom frequently adEd qu~lons

bull The links dont work In a messdgif I received

bull I don t understand the difference beuro toMn Wind ows flail indows live Ma il and Outlook Express

~ I have messages in m Outbox and I dont know how to send or deltte them

bull I cant check s p~Ulng in my messages

bull When I d ic k an e- mail fink in my web brows E r it opens Inothfr e-mail program instead of Viindows Mail

2 Read the information and then use your word-processing program to

summarize what you learned Close the Windows Help and Support

window

3 Submit your word-processing document to your instructor

Delivery Failure E-mail delivery failure refers to a returned or bounced e-mail This can happen for a number of reasons including the following

bull The e-mail address was mistyped

bull The e-mail may have a virus or worm attached The receiving program detects the problem and will not accept the message


bull The receiver has a spam-filtering program Based on the e-mail content or subject the program may identify the message as spam

bull The sender is known and the person to whom the message is sent has blocked the sender

bull The recipients mailbox is full

Some e-mail programs return delivery failure (bounce) notices for e-mail that cannot be delivered Others do not provide this service

Garbled MessagesNo Guaranteed Delivery Occasionally e-mail and other transmissions over the Internet are lost or spliced together This occurs most often when Internet traffic is heavy E-mail messages sent in rich text format (RTF) are garbled frequently (see Figure 26-13) The person sending the message should change the format to HTML In some instances the sender does not receive a notification of delivery failure and is unaware that the message was not delivered properly

REC-htmI40+AClAPg- +ADw-head+AD4- +ADw-meta name+ADO-Generator content+ADOAlgshyMicrosoft ord 11 (filtered medium)+AClAPg- +ADwAIQ---+AFs-if +ACE-mso+AFOAPg- +ADwshystyle+AD4- v+ AFw- +ACo- +AHs-behavior url( +ACM -default+ACM-VML)+ADsAfQ- o+AFwshy+ACo- +AHs-behaviorurl( +ACM-default+ACM-VML)+ADsAfQ- w +AFw- +ACo- +AHsshybehavior url(+ACM-default+ACM-VML)+ ADsAfQ- shape +AHs-behaviorurl

Please review the attached request and dednimer era gniteeM launnA eht gnirud gnikrow eb lIiw ohvv seeyolpmE rood tJlten tal gnikrap oclehS eht ni krap

eht fo trap a eb at nalp esaelp ton (0 reetnulov at elba era uoy rehtehVV tneve ynapmoc detaicerppa si nOitapicrtrap ruoY yna evah uoy flwonk em tel esaelp snoitseggus ekam ot ekil dluow ro snortseuq kooll uoy mort gniraeh at drawrof

FIGURE 26- 13 Garbled message

Lost Formatting Windows Mail and other mail programs provide two formatting options HTML (Hypertext Markup Language) and Plain Text HTML provides formatting options such as multiple fonts bold text colored headings graphics and links to Web sites To use HTML when creating a message click Format on the New Message menu bar and select Rich Text (HTML) To format as plain text click Format on the New Message menu bar and select Plain Text When sending an HTML formatted message keep in mind that not all e-mail programs support HTML-formatted messages If the recipients e-mail program does not support HTML the message will display as plain text with an HTML file attached


Lack of a Paper Trail A paper trail is a written record history or collection of evidence created by a person or organization in the course of activities Paper trails have been used in legal cases for evidence proof and in other situations E-mail and other electronically stored information for example provide a paper or electronic trail similar to that of tradishytional mail and other written documents Other types of electronic communications such as instant messaging teleconferencing online conferences and collaborations do not provide a paper trail Depending on the circumstances electronic communishycation that does not produce a paper or electronic trail could create problems

Hasty Responses At one time or another everyone has said something sent an e-mail or a letter that they wish they could take back For instance if you receive an e-mail message that makes you angry your immediate response may be to send a quick reply This could create a more intense situation To avoid sending a message you later may regret consider the following options

bull Discuss your response with someone else

bull Write your message but do not include the e-mail address in the To line This will prevent an accidental sending of the message

bull Save your message overnight as a draft and then later reevaluate your response (see Figure 26-14)

FIGURE 26-14 Avoid hasty responses to e-mail messages

Professional Versus Informal Communication With the advent of quick and easy online communication formats the boundary between professional and informal communication has blurred Computer technology has provided the tools to make the composing process easier and faster The fast-paced media used for electronic communications demands a writing style that is clear and concise without sacrificing speed Professional communications however should be of a more formal nature


Volume of E-Mail Replies Communications netiquette a combination of the words net and etiquette refers to good manners and proper behaviors when communicating through electronic media Because most e-mail users report that their biggest problem is not spam but too much e-mail keep the following netiquette guidelines in mind when replying to an e-mail message

bull You have received an e-mail message and now you want to send a reply to the user Click the Reply button type your message and then click the Send button Verify however that your reply is necessary and do not send responses that are not applicable

bull Reply All is another e-mail option If you receive a message that also was sent to andor copied to other recipients for example clicking the Reply All button sends your reply message to the sender and the other recipients If the reply message is not applicable to the other recipients then Reply should be used rather than Reply All to reduce the volume of e-mail replies

bull Two other options are cc and bcc The cc abbreviation is derived from carbon copy This refers to the technique of using carbon paper to produce one or more copies of a document during the creation of paper documents with a typewriter A sheet of carbon paper is inserted between two sheets (or more) of paper Typing or writing on the top sheet transfers the text or image to the copy The initials bcc represents blind carbon copy A bcc is a copy sent to recipients and is not visible to the primary and cc addressees This practice rarely is used any longer but the cc and bcc abbreviations were carried over into electronic communications

Junk Mail (Spam) Just as you might receive unsolicited advertisements flyers and catalogs in your regular mail you most likely receive junk e-mail also called spam in your e-mail inboxThis type of e-mail might include advertisements fraudulent schemes pornography or other illegitimate offers This method of advertising is very inexpensive and it is not uncommon for most people to receive numerous spam messages

To help prevent spamjunk e-mail

bull Use caution in giving out your e-mail address Do not publish it online on a Web site in newsgroups or other public areas on the Internet

bull Check the Web sites privacy statement before you provide your e-mail address Verify that it does not permit the sharing of your e-mail address with other companies

bull Never reply to a junk e-mail message Once you reply the sender will know that your e-mail address is valid More than likely you will receive even more junk e-mail and the sender also may sell your e-mail address to others

bull Windows Mail includes a junk e-mail filter that is turned on by default The protection level is set to low and identifies only the more obvious junk e-mail messages The program analyzes the content of your messages and moves suspicious messages to a special junk e-mail folder You then can view and or delete them If a junk e-mail message is received in your inbox you can specify that future messages from the sender be moved automatically to the junk e-mail folder

In the following Step-by-Step exercise you examine junk e-mail options in Windows Mail

bull VOCABULARY netiquette

spam


- Ii~ I I~ ~- - - - --~ - - --- - -=- - -~- ~--

~~sectt~poy~Sfep 290 _ _= _ - ~~ - -- --~ - - _ --- - - -~-

FIGURE 26--15 Junk E-mail Options dialog box jln Windows Mail

bull VOCABULARY fraud

1 Click the Start button on the taskbar and then click Windows Mail

(or start Windows Mail the way you usually do)

2 Click Tools on the menu bar and then click Junk E-mail Options to

display the Junk E-mail Options dialog box (see Figure 26-15)

RI Junk E-mn Opticns ~ Options ISafe Senders IBlocked Sendors I Intemationalj Phishinlt j

~ Windmvs Mail can move messages that app ear to be jUIl~ e-mail into a sp ec ial

I al Junk Emiddotmail folder I

I

Choose th e level of junk e-mail protection you want 1 ) No Automatic Filtering Mail from bl acked senders is still moved to the Junk

E-mail folderI

(01 Low Move the most obvious-junk e-mail to the Ju nk E-mail folder

middot1 - High Most junk e-mail is caught but some regular mail may be caught as

well Check your Junk E-mail folder often

_ Safe list Only Only mail from peopl e or domain s on your Safe Sender) list will be delivered to your lnbax

J Permanently delete suspected junk e-mail instead of moving it to the Junk E-mail folder

I

i

l 1[ OK I I Cancel I Ap y

-

3 Review the Options page and then click the Safe Senders and Blocked

Senders tabs and view that information

4 Use your word-processing program and write a summary of the

information contained under each of these three tabs-Options Safe

Senders and Blocked Senders Submit your word-processing document

to your instructor

Fraud Hoaxes and Other False Information Similar to other types of fraud and false infonnation incurred outside of the Internet similar types offraud such as e-mail fraud also exist within the Internet This type of computer crime involves the manipulation of a computer or computer data in order to dishonestly obtain money property information or other things of value or to cause loss The US Secret Service indicates that hundreds of millions of dollars are lost annually due to fraudulent activities

LESSON 26 Communications and Collaboration ModJ-61

E-Mail Fraud E-mail messages are one of the more popular formats used for fraudulent activities In many instances the messages are well-written and appear to be legitimate Unless you know it to be true a response should not be made to a message that requests that you send money or personal information Some of the more common fraudulent type of messages include phishing which are personal information scams This type of message appears to come from a legitimate source such as your bank The message asks that you update or verify your personal information However the informashytion is used to commit identify theft Pyramid schemes are an illicit business model where profits are based on the investor s ability to recruit other individuals who are enrolled to make payments to their recruiters Generally neither a product or service is delivered

Hoaxes A hoax is an attempt to deceive an audience into believing that something false is real Sometimes this is perpetrated as a practical joke with a humorous intent other times it is an attempt to defraud and mislead Many e-mail hoaxes appear to be warnings about potential viruses but actually contain viruses themselves

Perhaps one of the most well-known media hoaxes-one that many consider the single greatest of all time-occulTed on Halloween eve in 1938 Orson Welles shocked the nation with his Mercury Theater radio broadcast titled The War of the Worlds Despite repeated announcements before and during the program many listeners believed that invaders from Mars were attacking the world

It is not always easy to spot an e-mail or chain letter containing a virus but looking for some of the following will help detect possible harmful files

bull The e-mail is a warning message about a virus

bull The message might be very wordy be in all capital letters or include dozens of exclamation marks

bull The message urges you to share this information with everyone you know

bull The message appears credible because it describes the virus in technical terms

bull The message comes with an attachment and you do not know who it is from

If you identify any of the above it is wise to delete the e-mail immediately Also use antivirus software and keep it updated

In the 21st century hoaxes along with urban legends myths and chain letters grow and flourish through the Internet Urban legends are stories which at one time could have been partially true but have grown from constant retelling into a mythical yarn Much of this false information is harmless however some of these such as chain letters can have viruses attached to the message One of the more popular Web sites displaying information about myths and hoaxes is the Vmyths Web site You visit this site in Step-by-Step 266

bull VOCABULARY phishing

pyramid scheme

hoax

urban legend

EXTRA FOR EXPERTS

The first known computer crime electronic embezzlement was committed in 1958


FIGURE 26- 16 Vmyths Web site

bull VOCABULARY virus

1 CI ick the Start button on the taskbar and then click Internet Explorer


2 Type httpwwwvmythscomintheAddresstextboxClick the Go button

or press Enter to display the Vmythscom Web site similar to that shown

in Figure 26-16

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3 Click the Hoaxes myths ULs link in the right column Select one of the

myths andor legends Follow your instructors directions to either print

a copy or write a paragraph summarizing what you read

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Viruses A virus is a program that has been written usually by a hacker to cause corruption of data on a computer The virus is attached to a file such as a program file a docushyment or an e-mail message and spreads from one file to another once the program is executed


A virus can cause major damage to a computers data or it can do something as minor as display messages on your screen There are different types of viruses

bull A worm makes many copies of itself resulting in the consumption of system resources that slows down or actually halts tasks Worms don t have to attach themselves to other files

bull A time bomb is a virus that does not cause its damage until a certain date or until the system has been booted a certain number of times

bull A logic bomb is a virus triggered by the appearance or disappearance of specified data

bull A Trojan horse is a virus that does something different from what it is expected to do It may look like it is doing one thing while in actuality it is doing something quite opposite (usually something disastrous)

To protect your computer against virus damage

bull Use antivirus software This software should always run on your computer and should be updated regularly

bull Be careful in opening e-mail attachments It is a good idea to save them to di sk before reading them so you can scan them

bull Do not access files copied from USB drives other media or downloaded from the Internet without scanning them first

You can prevent a virus from infecting your computer and spreading to other computers by diligently scanning files that you did not create to make sure they are clean Many programs have a built-in virus scan feature that activates when a new file is opened in other cases you can use an antivirus program to scan a file before opening it (see Figure 26-17)

2 The e-mail 3 The virus sends itself 4 The virus message with the to everyone in the spreads like virus is received users electronic wildfire and opened on address book another computer infecting it

FIGURE 26-17 How a virus can spread

bull VOCABULARY worm

time bomb

logic bomb

Trojan horse

zw 1 A hacker creates

a virus and attaches it to another program which is sent via e-mail


General Security Risks Computer security is necessary in order to keep hardware software and data safe from harm or destruction Some risks to computers are natural causes some are accishydents and some are intentional It is always not evident that some type of computer crime or intrusion has occurred Therefore it is necessary that safeguards for each type of risk be put into place It is the responsibility of a company or an individual to protect their data

The best way to protect data is to effectively control access If unauthorized persons gain access to data they may obtain valuable information as shown in Figure 26-18 Users may need a password in order to log on to a computer system or to specific parts of it Companies often establish password-protected locations on hard drives and networks so that designated individuals have access to certain files but not to others In order to maintain secure passwords they should be frequently changed This ensures that individuals who no longer need access will not be able to Jog in

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FIGURE 26- 18 Passwords protect data against unauthorized use

Other security measures include using the following

bull Electronic identification cards that provide access to designated areas within a building or department

bull A firewall which is an integrated security system that prevents unauthorized electronic access to a network computer system while permitting outward communication

bull Antivirus software to protect data on your computer

Companies and organizations must plan for security before it is needed rather than handling breaches in security as they occur For example any company that handles sensitive information or needs to protect its data should take the following precautions

bull Institute a selective hiring process that includes careful screening of potential employees Do not keep employees on staff who refuse to follow security rules This measure will prevent internal theft or sabotage

bull Regularly back up data and store it offsite


bull Employ biometric security measures which examine a fingerprint a voice pattern or the iris or retina of the eye as shown in Figure 26-19 These must match the entry that was originally stored in the system for an employee to gain access to a secure area This method of security usually is employed when high-level security is required

FIGUR E 26-19 Biometric security measures

Another common security concern on the Internet is credit card information Effective encryption technologies help keep credit card numbers secure but you can add additional security by following some simple precautions For example purchase from Web sites that you know are reputable and trustworthy Read and understand the company s privacy and consumer-protection policy before you buy Verify that any credit card information is transmitted in a secured encrypted mode

Professional and Effective Communications Electronic communications as previously discussed are available in a variety of formats-e-mail instant messaging teleconferencing social networks and so on The levels of formality and informality is based on the type of communication

Statistics indicate that e-mail is the most popular of all Internet activities and that 85 percent or so of all Internet users lise e-mail When used in the workplace for business communications certain nIles of etiquette and formality should be applied similar to those applied to other business communications The following list discllsses elements of professionalism as applied to electronic communications

VOCABULARY biometric security measures

EXTRA FOR EXPERTS

You can create secure passwords that you can remember String together the first letter of a line from a song or poem for example to create a password such as IImhiSF-ali you have to rememshyber is I left my heart in San Francisco then add that puncshytuation mark A password like this is nearly impossible for someone to guess

WARNING

Several e-mail scams have been uncovered that appear to be from legitimate companies but ask you to provide a Social Security number to verify your account Most companies assure customers they would never ask for sensitive information in an e-mailsoit is best to be suspicious of any solicitation for private information via e-mail

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[1 WARNING

One of the primary rules of netiquette is to not use all uppercase letters to type your message Th is is considered the equivalent of shouting

bull Is it a business professional social or personal type of communication Writing for a business or professional audience is different from writing for a personal or social audience When composing a business message you should assume that your audience has limited time and most likely will skim the contents In other words they want to know the bottom line The content should be clear and the message should not contain spelling or other errors

bull Personal and social messages can be less formal They should however be checked for spelling and punctuation errors The purpose should be clearly stated Avoid using sarcasm or too much humor unless the message is to someshyone you know very well

bull The nature of the communication also is important What is the purpose of the communication For example is it to invite someone to dinner or to submit a proposal Instant messaging should be short and to the point An e-mail message can contain more content

bull Timely response is another consideration When responding to a message the response should be timely In many instances the type of message dictates response time For example if a customer needs immediate assistance or has a complaint then the reply should be within 30 minutes to two to three hours Or if a student needs assistance on how to upload an assignment for his online class the response time should be within 5 to 10 hours Other non-emergency responses should be made within a 24-hour time period

bull Messages should be concise and to the point Ideally the recipient should not have to scroll past one page to read the message If the message is longer than that then most likely the message should be put into document format and added as an attachment

bull Include one subject per e-mail message The subject line should be short and direct and describe the message content

bull Reply options should be considered carefully Do you really need to send a copy (cc) to others If so to whom should it be sent Is the carbon copy really necessary and if so should it be a bcc or cc

bull The purpose of the message and the recipients of the message will determine the level of formality The addition of elements should as emoticons abbreviations jokes and so on are appropriate in some instances and inappropriate in others Business correspondence for example should be of a more formal nature than social correspondence Even within the social correspondence is a degree of formality and informality

bull Repeating of information and inclusions of materials from previous e-mail messages is another consideration Verify that you are not duplicating something that was sent previously Also check that the recipient was not previously sent a copy of any attachments that you are adding

Other E-Mail Options In addition to the e-mail options discussed previously other alternatives are availshyable The ability to send and receive e-mail attachments and other supplemental information is of great benefit and often a timesaver

bull An attachment is a file that is sent along with an e-mail More than one file can be attached to the same message and the files do not need to be of the same type When the recipient receives the message they can click the file name to open the file

__ _


bull Most e-mail services have a limit on the size although the size based on the server settings can be anywhere from 30 MB up to 2 GB or more Some companies however now support delivery of files of unlimited size

bull Some companies set security on some types of files such as executable programs (exe extensions) so they are rejected In other instances some companies set security on e-mails so that all attachments are rejected

bull When creating an e-mail it also is possible to add a hyperlink to the message rather than attaching a file With this format the recipient can click the link rather than opening an attachment There are two ways to add hyperlinks to an e-mail message You can type the Web site address Most e-mail programs will recognize thi s and convert it to a hyperlink The second method is to attach the Web site address to a word or a phrase in the message This makes the word or phrase the hyperlinked text To embed hyperlinks in an e-mail message requires that the HTML setting be selected The recipient of the message also must use a program which can display hyperlinks

bull Some mail readers cannot display embedded graphics or animation Generally thi s happens if the mail program reader is set to text only

bull Viruses and other similar threats can be delivered as e-mail attachments To protect a system requires a number of security tools Nearly all e-mail programs provide security settings phishing filters and anti-spam tools Other protective tools and procedures include firewalls encryption antivirus tools spam filters and educating the users (see Figure 26-20)

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FIGURE 26- 20 Controlling viruses and spam


Controlling Unsolicited E-Mail( rtll I E-mail filtering allows you to define rules to manage incoming e-maiL Filters 3-236

automatically sort your incoming messages according to the rules you set up

t VOCABULARY filtering

3 1 3-237

You can filter your incoming e-mail messages to

bull Sort incoming messages into folders

bull Automatically tag messages

bull Forward messages

bull Discard messages

For example you could define a filter rule to identify mail coming from your immediate supervisor and move it to a folder called From My Boss or to automatically move messages from a specific address to the Trash folder

Filtering Mail by Mail Servers E-mail spam or junk mail was discussed earlier in this lesson From the beginning of the Internet spam has existed It is estimated that the yearly cost of spam for US businesses is more than $20 plus billion

Although some of it still will get through a number of ways exist to reduce the amount In the past few years the amount of spam received by most users has decreased because offlltering Software filtering is one process that can be used to cut down on or eliminate most junk maiL Windows Outlook contains ajunk e-mail option to filter maiL (This option was discussed earlier in this lesson) Another preventive measure is to avoid posting your e-mail address in a public place Marketers use database matching to obtain e-mail addresses For example the marketer has a database that contains names addresses and telephone numbers They pay to have their database matched against another database that contains e-mail addresses

Guidelines for Electronic Communications Most companies institutions governmental agencies and other businesses and groups have guidelines for the use of electronic communications The following is a checklist of guidelines as discussed throughout this lesson

bull All incoming e-mail messages and attachments should be checked for viruses It is critical that a virus program is used and is updated on a regular basis

bull E-mail instant messages and other electronic communications should be reviewed prior to sending

bull Understand and apply the rules of netiquette companyschool policies cultural issues and other guidelines

bull Verify that your e-mail program includes the feature that enables the encryption of messages To encrypt an e-mail message requires that you obtain a digital signature from a commercial digital lD group such as GlobalSign or VeriSign

bull Filtering by your Internet service provider (ISP) could in some instances be a determinant if messages from reputable organizations such as the Red Cross or Salvation Army are flagged

bull A policy should be in place that outlines the backing up and archiving of correspondence on a regular basis


bull All employees within a company or an organization should have an

understanding of the sensitive nature of data and of the rules related to sending

data electronically

bull Everyone should be aware that electronic communications can leave an

electronic trail Messages left on public sites such as blogs or message

boards or posts to social networking sites can be publicly andor permanently

accessible

bull Schools other organizations and company guidelines for state and national law

for electronic communications should be followed

Physical Security E-mail and attachments often contain information valuable to people and organizations such as records of decisions internal documents and upcoming plans Users should take steps to protect this information including securing computer hardware and other equipment It generally is fairly easy for an unauthorized person to access systems by removing them from a valid users desk

Computers and their devices should be kept in a secure place Only a limited number of people should have access A list of authorized users should be kept up to date Some organizations have security guards to monitor computer rooms and control entry

Remember that limited access means less opportunity for computer equipment or data to be stolen Alternative methods for getting into a computer room should not be available This includes hidden spare keys in an unsecured place

Some organizations have taken computer safety a step further by securing equipment physically to desks and tables This might seem like overkill but you should protect your investment and your data by whatever means necessary

SUMMARY

In this lesson you learned

bull Teleconferencing uses a telecommunications system to serve groups permitting the live exchange and sharing of informashytion between two or more people

bull Syndication (Really Simple Syndication or RSS) also known as Rich Site Summary and RDF Summary are formats origishynally developed to facilitate the syndication of news articles

bull Electronic communication offers many advantages The communication is not restricted to a specific place and time Secondly in most instances it uses text and graphics rather than voice These tools also provide for different types of corre shyspondence such as one to one one to many or many to many

bull Typical communication problems include failing to connect to the Internet or to your e-mail server Being unable to download or view an e-mail attachment could be due to the size of the a ~ tachshy

ment a vims in the message or the sender and the type of e-mail

bull Communications netiquette a combination of the words net and etiquette refers to good manners and proper behaviors when communicating through electronic media

bull Fraud and false information are computer crimes that involve the manipulation of a computer or computer data in order to dishonestly obtain money property or other value or to cause loss

bull A virus is a program that has been written usually by a hacker to cause corruption of data on a computer The virus is attached to a tile and then spreads frOlu one tile to another once the proshygram is executed

bull Computer security is necessary in order to keep hardware soft shyware and data safe from harm or destruction The best way to protect data is to effectively control access


VOCABULARY REVIEW Define the following terms

biometric security measures phishing time bomb

filtering pyramid schemes Trojan horse

fraud RDF Summary urban legend hoax spam virus

logic bomb tagging worm

netiquette teleconferencing

REVIEW QUESTIONS

TRUE I FALSE Circle T if the statement is true or F if the statement is false

T F 1 Routing is the process of selecting paths in a network along which to send network traffic

T F 2 The network and the network interface card must be optimized to accommodate audio and video traffic

T F 3 Once you lose an Internet connection it is impossible to restore it

T F 4 E-mail delivery failure refers to a returned or bounced e-mail

T F s E-mail paper trails cannot be used as legal documents

MULTIPLE CHOICE Select the best response for the following statements

I ________ is a communications method primarily used to serve groups

A Teleconferencing C Instant messaging

B E-mail D Routing

2 is used in blogs to simplify the search process

A Searching C Tagging

B Listing D Sharing

3 Junk e-mail also is called

A baloney C carbons

B spam D netiquette

4 Phishing is a type of e-mail

A listing C fraud

B controller D hardware

5 A(n) can cause corruption of data

A virus C instruction

B processor D USB drive


FILL IN THE BLANK Complete the following sentences by writing the correct word or words in the blanks provided

I Communications _ _ _ ----- refers to good manners and proper behaiors when communicating through electronic media

2 E-mail ________ allows you to define rules to manage incoming e-mail

3 ________________ are one of the more popular formats used for fraudulent activities

4 A(n) ________ is an attempt to deceie an audience into believing that something false is real

5 A(n) ________ is a program that has been Hillen usua]lly by a hacker to corrupt data on a computer

PROJECTS

PROJ ECT 26- 1 Access the eHow Web site at vwwehowcoIIholl_2003276_e-lIailshy

hoaxes-scal1shllll This site contains an activity on HoII 10 Learn Aboul rhe Lalesl E-mail Hoaxes (lnd Scmls Below the heading Instructions there are tive steps Read the instructions and follow the steps Then use your word-processing program to describe how you answered each of the steps

PROJ EeT 26- 3 Using the Internet or other resources see what you can tind about the history of instant messaging Then answer the following questions

1 In what year did instant messaging become popular

2 What was ICQ as related to instant messaging)

3 When did AOL adopt instant messaging)

II CRITICAL THINKING

PROJECT 26- 2 Viruses have been around for quite a while Use the Internet and other resources to research the history of early computer viruses Prepare a report to share with your classmates on the types of viruses and the damage they caused Also include any information you might tind on the person who programmed the virus if posshysible Use a search engine and the keywords computer viruses or early COlipliler villlses

TEAMWORK PROJECT Iindividuals who use e-mail for frequent communication are often annoyed by unwanted e-mail called spam Spam is unsolicited e-mail messages that can be obnoxious offensie and a waste of your time Some countries have laws again st spam Your Internet service provider may try to block spam before it reaches your mailbox However you may still be inconvenienced by junk e-mail

Working with a partner research spam to learn more about what it is used for how marketers get addresses how effective spam is and ways you can stop spam Then you and your teammate should each select one of the two positions-pro spam how effective it is and what it is meant to do or against spam if it is a nuisance or problem and how you can stop it before it reaches your e-mail inbox Write a brief summary of your findings and compare them with your partner Then at the end of your report answer the following questions together Is spam ever useful0 Should there be laws to restrict sparn Do you think you can block all spam from reaching your inbox

If you do not have a personal e-mail address how would you go about opening a free account for personal e-mail There are a number of Web sites that provide free access to e-mail and een if you do not have a computer public libraries schools and even some Internet cafes offer free or inexpensive computer access to the World Wide Web that you can use to check incoming messages and send your 011 e-mail If you wanted to set up a personal

e-mail account what kind of features would you like to have for your account You might want to investigate some Web sites such as WWh(flll([ilcOIll IVIVWIISaller or wwwyahoocom to tind out abollt the options available and then list the ones you think are most important Why do you believe you would need these features for your e-mail accoun)


ONLINE DISCOVERY The Web site located at 17ttpIIVIVIValbioncomlneriqlletteibookl Core Rules of Netiquette Provide a brief overview of the 10 index17tml contains an online version of the book Neriquette by rules contained in this chapter Virginia Shea Access this Web site and then review Chapter 3


In Lesson 25 you learned about e-mail In this lesson you expand your knowlshyedge of e-mail and learn about other electronic communication methods the approshypriate use of each of these methods and the advantages and disadvantages associated with each one

3-231

Communication Methods A variety of electronic communication methods is available In most instances the person or persons with whom you are corresponding and the topic of the correspondence will determine which communication method is the more appropriate Electronic mail (e-mail) which was discussed in detail in Lesson 25 is best used in the following situations

bull When the correspondence might require a paper trail

bull When the correspondence covers multiple points

bull When the correspondence needs to be accessed frequently

Instant messaging also introduced in Lesson 25 is best used when correspondence needs to be accessed in real time Each person can send and receive messages while everyone is logged on to the Internet at the same time The message can be sent from a computer from a cell phone or from other mobile devices (see Figure 26-1)

8 0 Corporate Contacts 0 Fl -

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Cathan Cook (Available) Microsoft _ m in the London Office- today

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Friends (210)

Marketing (33)

Chris Cannon

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Anne We iler

Jill frank

Paul West

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$lig Panduro

t VOCABULARY teleconferencing

RDFSummary

FIGURE 26-1 Instant messaging

Teleconferencing uses a telecommunications system to serve groups permitting the live exchange and sharing of information between two or more people Generally the communications media is a telephone line

Syndication (Really Simple Syndication or RSS) also known as Rich Site Summary and RDF Summary are formats originally developed to facilitate the syndication of news articles This communication method now is widely used to share the contents of blogs










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accessible







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Computer Literacy Lesson 26

Education

Transcript of Computer Literacy Lesson 26