Learning Aims and Objectives:
Aim: In this week's page, students will learn The advantages of personal and professional development in the digital sector.
Objectives:
1. By the end of this week's page students will be able to identify the industry and sector competence and knowledge increases that personal and professional development have on individuals
2. By the end of the week's page students will be able to explain how employability potential and employment security is improved through personal and professional development.
3. By the end of the week's page students will be able to discuss the importance of currency and relevance is to industry.
4. By the end of the week's page students will be able to identify how access to specific professional bodies can support development and learning
5. By the end of the week's page students will be able to review and reflect on how knowledge of and adherence to industry standards benefits them in their roles and the organisation they work for.
The advantages of personal and professional development in the digital sector
In any organisation the upskilling and development of its staff is vital, and can improve the overall organisations ability to be productive and possibly compliant.
Within the digital environment developments to software and hardware are speedily updated and amended. So what is the impact of this?
Increased industry and sector competence and knowledge.
In some instances organisations can use multiple different technologies and systems. The ability to provide staff and others within the organisation up to date know of the system will enable them to carry out activities competently and accurately.
Personal Development:
• Enhances individual skill sets and knowledge.
• Improves job satisfaction and career prospects.
• Increases adaptability to new technologies and methods. Professional Development:
• Promotes career advancement and higher earning potential.
• Encourages continuous learning and staying current with industry trends.
• Strengthens problem-solving and critical thinking skills.
Individual Activity (10 minutes): Self-Assessment and Goal Setting
Students complete a self-assessment of their current skills and identify areas for improvement.
Set short-term and long-term personal and professional development goals.
• What are my strengths in digital support services?
• What skills do I need to develop to advance in my career?
• What resources can I use to achieve my goals?
Group Activity (10 minutes): Development Plan Brainstorm
In small groups of 2-3, students discuss their individual goals and brainstorm ways to achieve them.
Create a collaborative development plan, including resources, timelines, and milestones.
Share plans with the class for feedback and suggestions.
Case Study 1:
Scenario: Emily, a digital support specialist, noticed the growing demand for cloud computing expertise. She completed certifications in AWS and Azure. As a result, she was able to troubleshoot more complex issues and was promoted to a senior support role.
Discussion Points:
• How did Emily’s personal development lead to professional growth?
• What specific steps did Emily take to achieve her goals?
Case Study 2:
Scenario: A tech support team adopted agile methodologies to improve their workflow. They attended agile training sessions and implemented daily stand-ups and sprints. This approach led to faster problem resolution and higher customer satisfaction.
Discussion Points:
• How did the team’s commitment to professional development improve their performance?
• What benefits did the team experience from adopting agile methodologies?
Example:
Cisco Networking Academy:
The Cisco Networking Academy offers courses and certifications that have helped students around the world launch successful careers in IT. Many students have reported improved job prospects and higher salaries after completing these programs.
Discussion Points:
• What impact can programs like the Cisco Networking Academy have on personal and professional development?
• How do these programs enhance industry competence and knowledge?
Increased employability potential and employment security
The skills that continued development can provide individuals is mutually beneficial to both organisations and thier employees. Whilst ensuring that their systems are updated to the current levels of industry standards organisations are upskilling and providing thier employees with transferable skills, qualities and knowledge that could provide them with options to move around within the digital sector and to other companies and organisations.
Achieving accreditation to specific professional discipline
This can be from globally recognisable organisations such as, Microsoft, Adobe, ISC2, Cisco, among others. These accreditations can also allow organisations to run specific systems within their infrastructure.
Group Activity: Development Plan Brainstorm
Divide into small groups. Share their individual goals with your group and brainstorm ways to achieve them. Think of, and reflect on resources like online courses, certifications, mentorship, and networking opportunities.
Each group will create a collaborative development plan that includes specific actions, resources, and timelines. Groups will present their plans to the class for feedback.
Case Study 1:
Scenario: Alex, a digital support specialist, noticed the increasing importance of cybersecurity. He completed certifications in cybersecurity. As a result, he was able to handle more complex security issues and was promoted to a senior role, providing job security and career advancement.
Discussion Points:
- How did Alex’s personal development lead to increased employability and job security?
- What specific steps did Alex take to achieve his goals?
Case Study 2:
Scenario: A tech support team invested in professional development by attending industry conferences and obtaining certifications. This investment led to higher job satisfaction, improved performance, and increased job retention rates.
Discussion Points:
- How did the team’s commitment to professional development improve their employability and job security?
- What benefits did the team experience from their professional development efforts?
Example:
IBM Training Programs:
IBM offers extensive training and development programs for its employees. These programs have been shown to increase employee retention and advancement opportunities within the company.
Discussion Points:
- How do IBM’s training programs contribute to employee retention and career advancement?
- What impact can continuous professional development have on employability and job security?
Maintaining currency and relevance to industry
Due to the fast moving pace of the digital sector because of thing like security vulnerabilities professional development must be maintained, this can be looked at as a system update to you as an individual keeping you current and valid in your knowledge.
Achieving access to specific professional bodies
Knowledge of and adherence to industry standards
Objective:
Students will research and identify current industry standards related to digital support services in the UK, enhancing their understanding of the standards that guide the industry.
Materials Needed:
• Computers with internet access
• Worksheet for recording findings (provided below)
• Pens/pencils
Duration: 30 minutes
Instructions
1. Introduction (5 minutes)
• Briefly explain the importance of industry standards in digital support services.
• Discuss how these standards help ensure quality, security, and efficiency in the sector.
2. Research Activity (20 minutes)
• Provide each student with a worksheet (template provided below).
• Instruct students to use the internet to research and find information about current industry standards related to digital support services in the UK.
• Encourage students to use reliable sources such as official websites, industry publications, and educational resources.
3. Discussion (5 minutes)
• After the research time, have a brief discussion where students can share what they found.
• Highlight key standards and their significance.
Worksheet Template
Name: ___________________________________
Date: ___________________________________
Research Activity: Industry Standards in Digital Support Services
1. List three current industry standards related to digital support services in the UK:
Standard 1: ____________________________
Standard 2: ____________________________
Standard 3: ____________________________
2. Choose one of the standards listed above and answer the following questions:
What is the purpose of this standard?
Which organization or body developed this standard?
Why is this standard important for digital support services?
3. Identify two benefits of adhering to industry standards in digital support services:
Benefit 1: ____________________________
Benefit 2: ____________________________
Suggested Reliable Sources
• UK Government’s Digital Service Standard: GOV.UK Service Standard
• British Standards Institution (BSI): BSI Group
• Information Commissioner’s Office (ICO): ICO Guide to GDPR
• ISO/IEC 27001 Information Security Standard: ISO/IEC 27001
Discussion Points
• What are some common themes across the different standards?
• How do these standards impact daily operations in digital support services?
• Why is it important for professionals in digital support services to stay updated with these standards?
This activity helps students actively engage with the material, develop research skills, and understand the importance of industry standards in the digital support services sector
Case Study 1:
Scenario: Maria, a digital support specialist, pursued certifications in ITIL to improve her understanding of service management. Her new skills enabled her to streamline support processes and enhance service delivery.
Discussion Points:
• How did Maria’s personal development lead to better adherence to industry standards?
• What specific steps did Maria take to achieve her goals?
Case Study 2:
Scenario: A tech support team adopted ISO/IEC 27001 standards to enhance their information security management. They attended training sessions and implemented new security protocols, resulting in improved data protection and compliance.
Discussion Points:
• How did the team’s commitment to professional development improve their adherence to industry standards?
• What benefits did the team experience from their professional development efforts?
Example:
Google’s Adherence to GDPR:
Google implemented GDPR compliance measures to protect user data and ensure privacy. This adherence to industry standards has improved their data handling practices and increased user trust.
Discussion Points:
• How does Google’s adherence to GDPR demonstrate the importance of industry standards?
• What impact can compliance with industry standards have on a company’s reputation and operations?
Learning Aims and Objectives:
Aim: In this week's page, students will learn about areas of emerging or evolving technology and innovative applications within a commercial and domestic context.
Objectives:
1. By the end of this week's page students will be able to discuss and reflect on new mediums for storing information (for example DNA data storage) and their potential impact on the sector.
2. By the end of the week's page students will be able to
3. By the end of the week's page students will be able to
4. By the end of the week's page students will be able to
5. By the end of the week's page students will be able to
Areas of emerging or evolving technology and innovative applications within a commercial and domestic context:
New mediums for storing information (for example DNA data storage)
What storage devices are there? what ones have you used?
What is DNA in data storage?
Advantages:
High density: One gram of DNA can store about 215 petabytes of data.
Longevity: DNA can last thousands of years if stored properly.
Minimal space: DNA storage requires significantly less physical space compared to traditional storage media.
Commercial Applications:
Archiving: DNA data storage is ideal for archiving large amounts of data, such as scientific research, historical records, and corporate data.
Data centers: Companies can reduce physical storage costs and environmental impact by using DNA data storage.
Domestic Applications:
Personal backup: Individuals can store important personal data, such as photos, videos, and documents, in DNA format.
Family records: DNA storage can be used to preserve genealogical information and family history.
What are the A,T,C and G's?
Adenine (A)
Adenine is one of the two purine bases found in DNA. It pairs with thymine (T) through two hydrogen bonds, forming a stable part of the DNA double helix.
Thymine (T)
Thymine is a pyrimidine base that pairs with adenine (A) through two hydrogen bonds. It is one of the key components of the genetic code in DNA.
Cytosine (C)
Cytosine is a pyrimidine base that pairs with guanine (G) through three hydrogen bonds. This pairing contributes to the stability and structure of the DNA molecule.
Guanine (G)
Guanine is a purine base that pairs with cytosine (C) through three hydrogen bonds. This strong pairing helps maintain the integrity of the genetic information.
Individual Activity: Research and Report
Instructions: Find a current use case of DNA data storage, summarize the application, and discuss its impact. Example Questions for Research:
What is the use case you researched?
How is DNA data storage being utilised in this scenario?
What are the benefits and potential challenges of this application?
Outcome: A deeper understanding of real-world applications of DNA data storage and enhance you research and writing skills.
Group Activity: Innovative Application Brainstorm
Instructions: Divide into small groups. Each group brainstorms new potential applications for DNA data storage in both commercial and domestic contexts. You should consider feasibility, benefits, and potential challenges. Outcome: Each group will present their ideas to the class, promoting critical thinking and teamwork.
Ethics Discussion: Ethical Considerations
Instructions: A discussion on the ethical implications of using DNA for data storage. Consider issues related to privacy, security, potential misuse, and the long-term impact on society. Discussion Points:
What are the privacy concerns associated with DNA data storage?
How can we ensure the security of data stored in DNA?
What are the potential risks of misuse, and how can they be mitigated?
Outcome: Development of critical thinking and ethical reasoning skills.
Case Study 1: Scenario: A research institution used DNA data storage to archive large genomic datasets, ensuring the longevity and accessibility of critical scientific information. Discussion Points:
How did the research institution benefit from using DNA data storage?
What challenges did they face during the implementation?
Case Study 2: Scenario: A technology company invested in DNA data storage for its data centers to reduce physical storage costs and enhance data preservation.
Discussion Points:
What were the primary reasons for the company's investment in DNA data storage?
How did this technology impact their data management strategy?
Example:National Library: A national library adopted DNA data storage to preserve cultural heritage documents, ensuring that future generations have access to these valuable resources.
Discussion Points:
Why is DNA data storage suitable for preserving cultural heritage documents?
What are the long-term benefits of using DNA for archival purposes?
Quantum computing/internet and quantum cryptography
What is quantum computing?
The way in which quantum computing works is very different to that of traditional computing where the system uses binary 1's and 0's to represent a data file that could be an image, document, video or a range of other objects on a computer, instead it uses qubits.
What is a qubit? Quite simply put it is a unit used in super computing, similar to traditional computing bitnary bit that can be a 1 and 0, however this unit in quantum computing can represent both at the same time in different positions and versions. This can be represented like the following image;
An image file on a tradition computer is represented by a number of binary digits representing 1's and 0's. On a quantum computing the same file using qubits could represent the same image or different variations but using the same file data. This works on the principle of a multiverse, or alternative world, similar to physics.
IoT
IoT, or the Internet of Things refers the the ever interconnected world we live in and the devices that connect together. Not a new technology IoT enables users to gain access to services through devices that are internet or network enabled remotely were ever they are around the globe.
How has this affected us? In our every day lives we will in some way have interaction with something that is interconected to a device that makes something happen, from a sensor on a door that opens the door for you, to a monitor within a digital smart watch that assesses your heart beat and blood presure, to a accellaromiter in mobile phone that notices sudden movment changes that are simular to that of a car accident and calls the emergency services to assist.
Artificial intelligence
Artificial intelligence (AI) is becoming a big part of the digital support sector in IT, which is all about helping people solve tech problems. In this field, AI is being used to make customer support faster, smarter, and more effective, often in ways that feel quite futuristic.
How AI Is Used in Digital Support
Chatbots and Virtual Assistants
AI-powered chatbots are now common on websites and in apps to give quick answers to common questions. For example, if you have a problem with your phone plan, the chatbot might help you troubleshoot. These bots are trained to recognise keywords in your messages and respond with relevant information. This saves you from waiting for a human advisor and lets you get answers 24/7. A good example of this is the “Live Chat” feature on many customer service websites.
Automated Ticketing Systems
When a problem is reported, support systems usually create a “ticket” to keep track of the issue. AI can help sort these tickets automatically, categorising issues and even prioritising urgent ones. It can suggest solutions based on similar problems it’s seen before, which speeds up the process. Microsoft and ServiceNow are popular companies offering AI-driven ticketing systems, which help customer service teams work more efficiently.
Predictive Analytics
AI can look at large amounts of data from past customer interactions to predict common issues or behaviours. For instance, it can see patterns, like when an app crashes more often on a certain device. With this information, companies can fix issues proactively before they get too serious. Google and IBM use predictive analytics to identify problems early and reduce support calls.
Natural Language Processing (NLP)
NLP is a branch of AI that helps machines understand human language. This is what powers the “understanding” that chatbots and virtual assistants have. It helps support systems understand what customers are actually asking and respond with the right information, even when they phrase things in different ways. A great example is Amazon’s Alexa, which uses NLP to answer customer questions about orders and other account details.
Real-Life Example of AI in Digital Support: Amazon Customer Service
Amazon uses AI-powered virtual assistants and chatbots to help with common questions, like checking order status or processing returns. It also uses machine learning to recommend solutions based on past customer problems. If you’d like to see how this works, here’s Amazon’s support page: Amazon Customer Service.
Benefits and Challenges
Benefits:
• Speed: AI can process requests quickly, meaning less waiting time for customers.
• Availability: AI systems work 24/7, so people can get help anytime.
• Efficiency: AI can handle simple problems, freeing up human agents for more complex issues.
Challenges:
• Lack of Human Touch: Some people find chatbots impersonal and prefer speaking to a human.
• Understanding Limitations: AI still struggles with complex or unusual questions, so it’s not perfect.
AI in digital support is making a big impact and will likely continue to develop. If you’re interested in IT support, learning how AI works could be useful for future careers. Companies are using AI more and more to improve customer experiences, and the technology is only getting better at understanding and helping us.
“Design Your Own AI Chatbot for Digital Support”
Objective
Each group of 3 will brainstorm and design an AI-powered chatbot concept tailored for a specific digital support scenario (e.g., helping with phone issues, assisting online shopping customers, or supporting students with tech at school). This activity allows you to apply your understanding of AI’s role in solving common problems, while creatively thinking through the chatbot’s functions.
Materials Needed
• Paper and pens for notes
• (Optional) A whiteboard or a digital space for sharing ideas if you want groups to present
Instructions (15 Minutes)
1. Divide into Groups and Pick a Scenario (2 Minutes)
Each group picks a scenario where your chatbot will provide digital support. Example scenarios include:
• Helping a student troubleshoot a laptop issue
• Assisting with online shopping or a returns process
• Answering questions about setting up a new phone
• Providing support for a school’s online learning platform
2. Plan Your Chatbot’s Functions and Responses (8 Minutes)
In your groups, brainstorm:
• What Questions or Issues: What are some common questions or problems users might have in your scenario?
• Bot Responses: How would your chatbot answer these questions? Think about different ways users might phrase the same question (e.g., “My screen isn’t turning on” vs. “Laptop is dead”).
• Extra Features: What other helpful features could your chatbot have? For example, could it offer quick links to resources, connect to a live support agent, or provide step-by-step troubleshooting?
3. Discuss or Present (5 Minutes)
Each group briefly shares their chatbot concept with the class. You should explain:
• The scenario you chose and the common problems it addresses.
• How your chatbot would respond to a typical question.
• Any extra features you included to improve support.
Reflection (Optional Extension)
Groups to consider:
• What challenges might their chatbot face (like understanding slang or technical terms)?
• How might a real chatbot improve with time through AI learning?
This activity is quick, but it prompts creative thinking about how AI chatbots work, helping students grasp both the potential and limitations of AI in digital support.
XR
XR, or Extended Reality, is a broad term that refers to all real-and-virtual combined environments and human-machine interactions created by technology. XR includes three major technologies: Augmented Reality (AR), Virtual Reality (VR), and Mixed Reality (MR). Let’s break these down:
Augmented Reality (AR)
Augmented Reality adds digital elements to the real world, often through your phone or tablet. Imagine pointing your camera at a park, and seeing a Pokémon appear on the grass – that’s AR. It’s like overlaying computer-generated content (like images or information) onto the real world. You might be familiar with this from games like Pokémon GO or Snapchat filters, which add things like dog ears or masks onto your face in real-time.
AR can be used in education too. For example, students can use AR apps to learn anatomy by pointing their phones at a textbook page, and seeing a 3D heart beating in front of them. This makes learning more interactive and engaging.
Example Experience:
Try Pokémon GO or Snapchat filters on your phone to see AR in action.
Virtual Reality is a fully immersive experience. When you put on a VR headset, like the Oculus Quest 2 or PlayStation VR, you’re transported into a completely digital world. You can look around and move as if you’re inside that world. Imagine putting on a headset and suddenly being in space, floating among the stars, or in the middle of a jungle adventure. Everything you see and hear comes from the digital world.
In education, VR can be used for virtual field trips. For example, students can “visit” the Great Wall of China or dive deep into the ocean to explore coral reefs – all from the classroom.
Example Experience:
Check out the Oculus Quest 2 to play games like Beat Saber, where you slice through blocks to the beat of music, or take a virtual tour of historical places using apps like Google Earth VR.
Mixed Reality is where AR and VR meet. With MR, digital objects can interact with the real world, making the experience more immersive. Imagine wearing a headset and seeing digital characters in your living room that can move behind your furniture or bounce off the walls, blending the physical and digital seamlessly. Unlike AR, where digital objects just float over the real world, in MR they behave as if they were part of it.
An example of MR is the Microsoft HoloLens, where you can see digital 3D objects in the room with you and even interact with them using your hands. This could be useful in education, for example, where a biology class might involve dissecting a 3D frog that’s floating right in front of you, without needing a physical specimen.
Example Experience:
The Microsoft HoloLens is a headset that shows MR objects in your real-world environment. You can see it used for design, education, and even training simulations in healthcare.
XR technology is reshaping the way we learn by making education more immersive and interactive. Imagine being able to walk through ancient Rome in VR during history class, or learning how to code by manipulating 3D objects in AR. These technologies allow for hands-on learning experiences that wouldn’t be possible in the traditional classroom.
Digital support services can integrate XR tools to enhance learning for students with disabilities. For instance, AR apps can help students with visual impairments by providing auditory descriptions of objects in the real world, or VR environments can offer safe spaces for social skills training for students with autism.
By making learning more interactive and accessible, XR opens up new possibilities for both teachers and students, offering personalized support and experiences that adapt to different learning styles.
With XR, learning becomes an adventure, unlocking new worlds, tools, and methods that can help students not only understand the content but experience it firsthand. The future of learning is just a headset or smartphone away!
o AR
o VR
o mixed reality (MR)
Blockchain
The growth of digital currrecy or its better known name cryptocurrency has been significant over the past decade. The question is what is it and how does it work?
The process of crypto mining and processing of cryptocurrency uses computers to run and crunch significant numerical calculations called blockchains. These blockchains used ledgers that are distributed across a wide network of computers to each process and calculate the data. As a result of allowing this processing to be done on these machines a small amount of currency is given to one of those that process the data.
Application of 3D printing
The way in which content from a computer can be printed has been changed significantly from how it used to be. Where printing ink on to paper was the norm, we are now able to print using filaments such as PLA plastics, ABS plastics, resins, concrete and even food.
The advent of 3d printing meant that home and business users could print replacement plastic parts for objects that needed them, renders or models of prototypes before they are finalised and even homes.
The final quality of the printed projects has improved recently with the development of more precise tracking of print heads and use of lasers to fuse resins together.
Lets look at the impact of 3D printing on the wider society and business. The capabilities of 3D printing as discussed earlier means that jobs and rolls within the digital sectors and manufacturing industries could be replacing skilled workers. The impact of this would result in the loss of jobs and possible skills over time.
Benefits to the use of 3D printing within the digital sector can lead to reduced material wastage due to the machines being able to give precise measurement of the amount of matieral required to generate the product. This efficicncy is not only cost effective in reducing wastage but improves the need for organisations to stock pile material for long periods of time that may never be used again.
Task: Research and Present the Impact of 3D Printing in Digital Support
Objective:
To explore the ways in which 3D printing technology is being utilized to enhance digital support services.
To understand the benefits and potential challenges associated with the application of 3D printing in this field.
To develop presentation skills and the ability to communicate complex information in a clear and concise manner.
Procedure:
Individual Research:
Students will conduct individual research on the topic of 3D printing in digital support. They can utilize online resources, articles, case studies, and interviews with experts in the field.
Some potential areas of research include:
The use of 3D printing in creating assistive devices for individuals with disabilities.
The application of 3D printing in prototyping and manufacturing digital products.
The role of 3D printing in providing educational resources and training materials.
The potential impact of 3D printing on job creation and economic development in the digital support sector.
Case Study Analysis:
Students will be provided with a simple case study illustrating the application of 3D printing in digital support.
They will analyze the case study, identifying the key benefits, challenges, and lessons learned.
The case study can be a real-world example or a hypothetical scenario.
Presentation Development:
Based on their research and case study analysis, students will develop a presentation of approximately 10-15 minutes in length.
The presentation should include:
A clear introduction to the topic of 3D printing in digital support.
A concise overview of the research findings, supported by evidence and examples.
A detailed analysis of the provided case study, highlighting its significance and implications.
A discussion of the potential benefits and challenges associated with the application of 3D printing in this field.
A conclusion summarizing the key points and offering insights into future developments.
Presentation Delivery:
Students will deliver their presentations to the class or a small group.
They will be evaluated on their clarity, organization, depth of understanding, and ability to engage the audience.
Assessment:
The students' presentations will be assessed based on the following criteria:
Content knowledge and understanding of the topic.
Quality of research and use of evidence.
Clarity and organization of the presentation.
Effectiveness of communication and engagement of the audience.
Overall presentation skills.
Case Study: 3D Printing Assistive Devices for Individuals with Visual Impairments
Imagine a young student with a visual impairment who struggles to use traditional textbooks and educational materials. With the help of 3D printing technology, customized tactile diagrams, models, and braille labels can be created to enhance their learning experience. These assistive devices can provide a more inclusive and accessible learning environment, empowering students with visual impairments to reach their full potential.
This case study demonstrates how 3D printing can be used to address specific needs and challenges in the digital support sector, creating innovative solutions that improve accessibility and inclusivity.
5G
How we communicate wirelessly and remotely has greatly been advanced with the evolution of cellular networks and frequency's. From its infancy in and first Mobile call in 1973 the cellular network has provided huge flexibility to mobile communication (within the boundary's of coverage). Step forward almost two decades and the improvement of technology and microchips mobile phones were capable of receiving text based messages known as SMS (Simple Messaging Service).
The first message was sent on 3rd of December 1992 that said "Merry Christmas" which was sent by a then 22 year old software programmer Neil Papworth.
Step forward another 10 years to 2002 mobile phones now have more technological ability than the technology that was used to send man to the moon. Phones have become capable of taking photos and able to connect to a basic web technology called WAP. These devices started to use a new wireless technology called 3G that allowed data and calls to be made on the devices.
Moving foward 5 years to 2007 Apple announce a new product, the IPhone! This device moved the capability of mobile phones forwards again once more, a device that makes called, uses the 2G version of the internet called EDGE, enables users to play videos and listen to music and receive and send email all on a then 2G device. One year later they released a 3G capable device.
The evolution and investment in to mobile networks is moving at a fast pace and in December of 2009 the LTE technology was deployed in the Scandinavians of Stockholm, Oslo and Finland telephone operators and was branded as 4G.
Almost 10 years later the next evolution of the cellular network starts to emerge, 5G. Still in development and production 5G is set to offer another huge jump forward of users. Real time response to data requests and activities could open the door to services and abilities to business and users that can improve thier lives and the way we operate tomorrow.
Review the tools and features of your own mobile device, reflect on its current capabilities and functions. Once you have reflected consider what other features you might want included on it, how could the 5G network enable this to be effective.
Drones
The ability to remotely review situations that could pose risk to others has always been something of a golden egg to most emergency services, however with the development of drone technology and reduction in costs drones have found there way in to one of the tools used by most emergency services and the general public.
Still a relatively new technology the popularity of drones has exploded catching many authoristies that regulate airspace on the back foot in terms of regulation. Drones today are capable of flying miles in any direction and altitudes that make them potential hazards to domestic aircraft.
Regulation had to be changed quickly and promptly to protect those that use the airspace above our heads. The UK Civil Aviation Authority (CAA) which monitors and regulates the UK airspace introduced regulations that required and made it mandatory for drone operators to register them selves on a government portal that has a required test to be passed before a lice's if issued for the flying of a drone. This test will review responses on how to operate the drone in situations of emergency, oncoming aircraft, legal respncerbilities and limits.
Drone offer a range of additional benefits to those that operate them in a number of different sectors. The capabilities of drones have increase significantly over the past decade, to the point that Amazon are looking in to them for parcel delivery
But these devices can offer significant other benefits to organisations that use them, other than the previously covered areas of emergency services, those looking to install network infrastructure to areas that have limited accessabilty, drones are able to get in to the areas for assessment and viability reporting.
Drones both flying or ground operations have enabled safe monitoring of hazardous situations as seen in the nuclear disasters at Chernobyl and Fukushima nuclear power stations
In small groups of no more than 2-3 discuss the uses of a drone and situations that they could be used in. Research and review situations and example where they have been deployed.
Green computing
The movement towards decarbonisations has in recent times become a key core value of most organisations. The movement toward making products and services at carbon neutral has reflected the issues and impact of global warming and our impact on the planet.
Companies like Apple have made thier drive part of their publicity in many of thier key note speaches
Consider your own usage of computers and electrical devices. What changes to your useage could you make to improve your own impact on the environment.
Create infographic that could be used in locations where you could spread the work on simple changes to our habits and actions. Consider including the following factors;
1. Vampire devices.
2. Power Management service's and settings.
3. Energy star.
4. Replacement equipment.
5. E-Waste.
6. Paper management.
Files that support this week
English:
Assessment:
Learning Outcomes:
Awarding Organisation Criteria:
Maths:
Stretch and Challenge:
E&D / BV
Homework / Extension:
ILT
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Week 3
T&L Activities:
Learning Aims and Objectives:
Aim: In this week's page, students will learn the types of reflection and creativity techniques and how they influence practice within the digital sector.
Objectives:
1. By the end of this week's page students will be able to discuss and implement a range of reflection techniques for learning.
2. By the end of the week's page students will be able to demonstrate their understanding of the different areas of reflection techniques by applying them to practical activities.
3. By the end of the week's page students will be able to identify the principles of reflective techniques created by a number of theorists.
Types of reflection and creativity techniques and how they influence practice within the digital sector.
Reflection techniques:
There are a number of different reflection techniques available to use in the analysis of practice and process, from both an employee level and from an organisation point. The ability to reflect is not an easy thing to do for most, as this can feel personalised and critical, however, if done correctly it can improve performance, processes and skill sets to those that are able to reflect. Below are a number of different techniques.
Kolb’s Experiential Learning Cycle – 4 stages of reflecting on experience
This cycle is a way of learning by doing and then thinking about what you did. It's made up of four stages:
Concrete Experience: This is when you have an actual experience. It's about doing something and being involved in it.
Reflective Observation: After the experience, you think about what happened. You reflect on what you did and how it went.
Abstract Conceptualisation: This is when you start to understand the experience. You come up with ideas or theories about why things happened the way they did.
Active Experimentation: Finally, you use what you've learned to try new things or improve how you do something.
Stage 1: Concrete Experience
Example: Let's say you're learning to ride a bike. Your concrete experience is actually getting on the bike and trying to ride it.
Stage 2: Reflective Observation
Example: After your first attempt at riding the bike, you think about what happened. Maybe you remember wobbling a lot and almost falling. You reflect on how you felt and what you did.
Stage 3: Abstract Conceptualisation
Example: Now you start to figure out why you were wobbling. You realise that you need to keep your balance and maybe think about what you can do to stay steady. You might come up with the idea that looking ahead instead of down could help.
Stage 4: Active Experimentation
Example: You get back on the bike and try out your new idea of looking ahead instead of down. You test out your new understanding and see if it helps you ride better.
The Paper Airplane Challenge
This activity will help you go through all four stages of the learning cycle. It should take about 5-10 minutes.
Concrete Experience (2 minutes): Make a paper airplane and fly it. See how well it flies.
Reflective Observation (1-2 minutes): Think about how well your airplane flew. Did it go far? Did it crash quickly? What might have caused these results?
Abstract Conceptualisation (1-2 minutes): Think about why your airplane flew the way it did. Maybe you realise the wings need to be more balanced or the nose should be pointier.
Active Experimentation (2 minutes): Make adjustments to your airplane based on your reflections and ideas. Fly it again to see if it improves.
This cycle of learning by doing, thinking about it, understanding it, and then trying again is a powerful way to learn and improve your skills. Have fun with the paper airplane challenge and see how your airplane flying skills get better!
Gibbs' Reflective Cycle
Gibbs' Reflective Cycle is a tool you can use to think about an experience you've had, understand what happened, and learn from it for the future. It has six stages, and here's how it works:
1. Description
What happened? In this stage, you simply describe the experience without judging or analyzing it. Think of it like telling a story.
Example: Imagine you just finished a group project in your computer class. You might say, "Our team had to create a website for a local business. We worked on it for two weeks, and we had a few meetings to discuss our progress."
2. Feelings
What were you thinking and feeling? Here, you reflect on your emotions and thoughts during the experience.
Example: Continuing with the group project, you might think, "I felt excited at the start because I love web design, but I also felt stressed when we had trouble with coding. Sometimes, I was frustrated because not everyone contributed equally."
3. Evaluation
What was good and bad about the experience? In this stage, you look at what went well and what didn't.
Example: You could evaluate, "The good part was that we finished the project on time, and the design was praised by our teacher. However, we struggled with coding errors, and communication within the team could have been better."
4. Analysis
Why did things go well or badly? Analyze why the positive and negative aspects happened.
Example: You might analyze, "Things went well because we had a clear plan and some team members were really skilled at design. The problems occurred because we didn't assign tasks clearly, so some people didn't know what to do, leading to confusion and errors."
5. Conclusion
What else could you have done? Think about what you learned and what you could have done differently.
Example: A conclusion might be, "I learned that good communication is crucial for a project to succeed. We could have held more regular meetings to check everyone's progress and offer help where needed."
6. Action Plan
If it arose again, what would you do? Plan how you would handle a similar situation in the future.
Example: For an action plan, you could decide, "Next time, I'll suggest we use a project management tool to assign tasks and track progress. I'll also make sure we have regular check-ins to ensure everyone is on the same page."
Reflect on a Recent Group Activity
Pair up in groups of 2-3.
Each person takes turns sharing a recent group activity they participated in (like a school project, sports team event, or club meeting).
Follow the six stages of Gibbs' Reflective Cycle to discuss the experience:
Description: Describe the activity. Feelings: Share your thoughts and feelings during the activity. Evaluation: Discuss what went well and what didn't. Analysis: Analyze why things happened the way they did. Conclusion: Think about what you learned and what you could have done differently. Action Plan: Plan what you would do next time in a similar situation.
Each person takes notes on their reflections.
After everyone has shared, discuss common themes and lessons learned as a group.
This activity should take about 5-10 minutes per person, depending on how much detail you go into. It's a great way to practice reflecting on experiences and learning from them!
Boud, Keogh and Walker’s model – 3 stages of reflecting on practice
Reflecting on practice is a way of thinking about and analysing what you've done, especially after learning something new or completing an activity. This helps you understand your experiences better and improve in the future. Boud, Keogh, and Walker’s model breaks this down into three simple stages:
Returning to Experience
Attending to Feelings
Re-evaluating Experience
Let's look at each stage with examples:
1. Returning to Experience
This stage is about recalling and describing the experience. You think back to what happened, focusing on the details.
Example: Imagine you just finished a group project in your computer science class where you had to create a simple game. In this stage, you'd recall the steps you took, like how you brainstormed ideas, divided the tasks, and worked together to code the game.
2. Attending to Feelings
In this stage, you pay attention to the emotions you felt during the experience. Recognising these feelings helps you understand how they influenced your actions and decisions.
Example: While working on the game, you might have felt excited when you came up with a cool game idea, frustrated when you hit a bug in the code, and proud when you finally got it to work. This stage involves acknowledging these emotions and understanding how they affected your work.
3. Re-evaluating Experience
Now, you analyse what you learned from the experience. You think about what went well, what didn’t, and what you could do differently next time. This stage helps you draw conclusions and plan for future improvements.
Example: After reflecting on the game project, you might realize that better communication could have helped avoid some bugs. You might also see that starting with a clearer plan would have made the process smoother. You take these insights to improve your next project.
Reflecting on a Coding Exercise
Here's a simple 5-10 minute activity you can do in small groups of 2-3 to practice these stages:
Choose an Experience: Pick a recent coding exercise or project you worked on, either individually or as a group.
Reflect in Stages:
Stage 1: Returning to Experience
Spend 2 minutes discussing what you did. Describe the task, the steps you took, and any challenges you faced.
Stage 2: Attending to Feelings
Spend 2 minutes sharing how you felt during the exercise. What emotions did you experience at different stages? How did these feelings impact your work?
Stage 3: Re-evaluating Experience
Spend 4 minutes discussing what you learned. What went well? What didn’t? What could you do differently next time? Write down at least one improvement for future projects.
By the end of this activity, you should have a clearer understanding of your coding experience and some ideas for how to improve in the future. This reflective practice helps you become a better learner and a more effective coder.
Creativity technique:
The approach to creating techniques of development requires a different angle to others where a repetitive or iteration process is used to revisit points or problems so that the main focus is on the user and thier needs. One such approach is Design Thinking;
Design thinking
Within the approach of design thinking there are a number of stages that should be considered these are,
Empathise
Define
Ideate
Prototyle
Test
We can break these down further by reflecting on the following points.
o identify users’ needs - What is it that they need/want to improve/develope
o empathise with users’ needs. -How are they feeling, what is it that could be causing them issues and reflect on how to support them
o define the problem - Reflecting on thier processes and actions via observing them to idetify potential areas for review.
o hypothesise - Using the reflected and recorded discussions and observations come to a point where a suggestion to the possible problem or pinch points are in thier processes and actions.
o map/challenge assumptions - The creation of a pathway or route that identify the current practices and processes with levels of assumptions and tolerances that define the problem areas.
o ideate – create ideas that might solve the problem, these can be broad in their approaches that can limit or reduce pressures of judgement and evaluations.
o prototype feedback loop - Once a possible or potential idea is to resolve or correct the issue is created it is important to gain and gather users experinaces and feedback, however this must be in an iterative approach enabling for looping back on developments and improvements made and thier impact.
o conduct qualitative research with users - It is to easy to ask the binary question of did it work, do you like it, would you recomend it. However these are closed questioning techniques that offer no quality to reflection and evaluation of the users experinaces. The use of qualitative questioning will enable further opertunties for development and improvements to be made. Questions like WHAT did you like, WHERE did you have issues, WHAT could be improved, HOW did it make your feel, WHY did you do that.
o validate/disprove assumptions -
o iterate prototype based on research -
Objective:
Develop creative thinking skills by analysing real-world case studies and applying those insights to a challenge.
Activity Task:
Step 1: Understand Creative Thinking (5-10 minutes)
Read the following definition of creative thinking:
Creative thinking is the ability to look at a problem or situation from a new perspective, generate innovative ideas, and come up with original solutions. It involves thinking beyond conventional methods and finding alternative ways to approach tasks.
Step 2: Analyse Case Studies (10-15 minutes)
Read the following case studies and analyze how creative thinking was applied:
1. Case Study 1: LEGO’s Reinvention
LEGO, once a struggling company in the early 2000s, revitalized its brand through creative thinking. Faced with declining sales, LEGO decided to broaden its focus beyond just toy building blocks. It collaborated with movie studios (e.g., “The LEGO Movie”), created LEGO-themed video games, launched theme parks, and incorporated digital technologies to remain relevant. This blend of innovation and brand expansion helped LEGO become a leader in both physical and digital entertainment.
Question: How did LEGO use creative thinking to address its challenges and rebrand itself?
2. Case Study 2: Airbnb’s Disruptive Business Model
Airbnb started as a simple idea: providing travelers with affordable alternatives to hotels by staying in other people’s homes. When it launched, the concept of home-sharing was unconventional and met with skepticism. However, the founders used creative thinking to address safety concerns, implement a user-friendly platform, and develop trust between hosts and guests through review systems. Airbnb now operates in over 220 countries and has become a major player in the hospitality industry.
Question: How did Airbnb apply creative thinking to build a successful business in a competitive industry?
Step 3: Apply Creative Thinking to a New Challenge (15-20 minutes)
Now, apply what you’ve learned from the case studies to a new scenario. Imagine you work for a company that manufactures reusable water bottles. The company’s sales have been declining as competitors introduce smarter, more eco-friendly alternatives (such as bottles with built-in filtration or temperature control).
Task:
Come up with 3 creative strategies that the company can use to increase its market share. In your response, reference specific creative approaches from the LEGO and Airbnb case studies.
You can consider aspects such as:
• Expanding product offerings
• Collaborating with other brands
• Introducing technology-driven solutions
• Marketing campaigns
Submission Guidelines
• Write a 300-word response outlining your strategies.
• Make sure to clearly connect the strategies to ideas from the case studies.
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Week 4
T&L Activities:
Learning Aims and Objectives:
Aim: In this week's page, students will learn sources of knowledge within the digital sector and the factors that need to be considered when assessing the reliability and validity of a source.
Objectives:
1. By the end of this week's page students will be able to
2. By the end of the week's page students will be able to
3. By the end of the week's page students will be able to
4. By the end of the week's page students will be able to
5. By the end of the week's page students will be able to
Sources of knowledge within the digital sector and the factors that need to be considered when assessing the reliability and validity of a source.
Learning is made easier with the ability to use sites like My Student Site, Lynda, Wikipedia, Khan Academy and BBC Bytesize to mention a few. However, consideration must be applied to each piece of information that they provide. We often look at one source online and decide that it is valid, current, accurate and relevant to our needs and requirements so it can be trusted, however, can/should we always trust these sources?
In small groups discuss your experiences of looking for information, reflect on the sources that you used, and explain with each other your reasoning for using this source.
So what source do we have access to information and knowledge?
Sources of knowledge
Forums
Forums are often used by communities that have the same if not similar interests, these have a dynamic feel to them as there is not any one singular body or person that acts as the point/source of information, content or opinion. Forums provide an opertunitiy to those in them to relate to experinaces, issues and problems and resolutions to mishaps or technical issues. One example of a globally used forum for most areas within the digital sector is stack
This forum used by millions enables discussions and suggestions of technical advice that can be ranked by those in the forum for their effectiveness and correctness. Users will gain trusted status by the community and be seen as experts in their areas. In some situations those that require support may receive a large number of potential answers from people that are completely different ways to resolve the issue, some may work others may not, but the most popular and those that found worked are highlighted with ticks as can be seen in the image below.
Textbooks
The trusted and century-old practice of textbooks has always been a point of reference that billions have used. For as long as the written work has been around people have used these texts to document events and practices, historical findings, theories and much more. Until the past half century, this was the only choice of academic research. The benefit to the use of textbooks is that they are capable of being mass-produced and distributed around the globe, however in the digital sector quite often, books that are printed are out of date by the time that they hit the shelves due to the speed of developments and advances in technology.
Academic papers
Academic papers are recorded research from trusted and respected professionals and experts within thier fields. Normally produced by university staff members these academic papers are used to expose, reflect, argue or defend findings from research and possible experiences and activities. These papers are made publicly available for others to use in thier research and work.
Academic papers can be found in the online Academic Journal website Athens Journals
White papers
Supplier literature
When purchasing any equipment there is always that little slip of paper that most throw to the side that provides direction to the best way to use the product, how to treat it, how it adheres to digital codes of conduct, licences for installed non-propriety hardware such as telephony or communication, how to set up the device for the first time, and, how to deal with any packaging.
Supplier literature can, in some situations act as a warranty/guarantee once registered online or over the phone along with the serial numbers on the device.
It should be noted that some companies no longer provide physical literature with products but QR codes that direct owners to online PDF versions of the documents that can be downloaded and used.
Search engines
The use of Search engines as an index of information is a extremely useful resource to support learning. However, consideration should be applied to the results of a search! The results of a search are only as good as the criteria and command words that are used.
The term GiGo refers to the phrase "Garbage in Garbage out", whereby the results of a query, or system output are only as good as the data you enter in.
If you reflect on your own use of search engines you might not see it but your results on the criteia you type can be in the millions, as illerstrated below.
How are we able to reduce these resutls and get what we really need? is it even possible? All signs point to possibly. The further detail and content that is placed in to the search bar the more refined and niech the parameters become. This is oftern refered to as a long term search. A classic example of this would be an orginal search for "Cars for Sale" this would show global car sales, this could be refined down to "Car Sales in the Uk", again this would be very broad covering tens of thousands of car sales business across the uk. Possibly the best approach would be something like the following "Car Sales in the UK in the region of KENT selling BLACK BMW M2 with SUNROOF". The specifics of this search should provide few and more specific results and content to the user. This principle in the Digial Support Serives sector would be applied if knowledge banks and issue/error resolution were to be required.
Websites
Have you ever searched for something on the web and wondered, when was this created? quite often or not we don't normally check. So is it current? Websites can be dynamic and change with events and occasions, however, most are static and the content is written and then left for those who need access to it, to read it. However, in collaboration with good website management and content updating processes website whilst static can be updated and information refreshed to ensure that it is useful. As users of the internet, we must apply caution to the content that we read, using practices like primary and secondary research to credit or discredit content as this could lead to larger issues if used incorrectly.
Discuss in small groups: What are the consequences both personally and organisationally to the use of information taken from the internet and used in the Digitial Support Services sector? What could the impact of this be on both parties?
Blogs
Wikis
Social media
Conferences
Developer kits
E-learning
Subject matter expert
Reliability and validity factors
When evaluating information in any sector, especially in the digital support services sector, it’s important to consider several key factors that help us determine if the information is reliable and valid. These factors are: author expertise, bias, evidence, subjectivity, context, intended audience, date of publication, corroboration of sources, and citations.
Author Expertise
This refers to how much knowledge or experience the author has in the topic they are writing about. If someone is writing about a technical issue in digital support, we should check if they have the right qualifications or experience in that field. For example, if a person with no technical background writes a guide on solving network issues, the advice might not be reliable.
• Impact: If the author lacks expertise, the information may be inaccurate, leading to ineffective solutions for digital support problems.
Bias
Bias is when someone favours a particular idea, product, or solution, which can affect how they present information. In the digital support services sector, a company may promote certain software and downplay its competitors, even if the competitors might offer better solutions.
• Example: A review written by a company employee might say their tech support tool is the best, without mentioning any problems or comparing it to other tools.
• Impact: Biased information can mislead users into making poor decisions, such as buying inferior software.
Evidence
Evidence is the data, facts, or research that supports a claim. In digital support services, evidence might include user feedback, statistics on success rates, or case studies showing how a service helped businesses.
• Example: A company claiming that their support system reduces downtime by 50% should show data proving this.
• Impact: Without evidence, claims are just opinions. If a company doesn’t provide proof, users can’t trust their services.
Subjectivity
Subjectivity happens when information is based on personal opinions or feelings rather than facts. Reviews and user experiences in digital support often contain subjective views. For example, a customer might think a certain service is slow, but that could be based on their own expectations rather than actual performance data.
• Impact: Subjective views can be useful, but if too much subjectivity is involved, it becomes hard to judge the real quality of the service.
Context
Context is the background or situation in which information is presented. In the digital support sector, understanding the context means knowing who the target audience is or what specific problem is being addressed.
• Example: A troubleshooting guide written for large companies might not be helpful for individual users. Without this context, people could waste time trying solutions that don’t fit their situation.
• Impact: Information can be misunderstood if the context isn’t clear, leading to inappropriate solutions being applied.
Intended Audience
The intended audience is the group of people the information is meant for. In digital support services, information written for IT professionals might be too technical for beginners.
• Example: A manual full of industry jargon might confuse customers who just need basic help, like resetting a password.
• Impact: If the information doesn’t match the audience’s needs or knowledge level, it won’t be useful to them.
Date of Publication
Technology in the digital support services sector changes quickly. Information that was valid a few years ago might now be outdated. Always check when the information was published to see if it’s still relevant.
• Example: A guide on solving a software issue from 2016 might no longer apply to the 2024 version of the software.
• Impact: Outdated information could lead users to follow incorrect steps, causing more problems instead of solving them.
Corroboration of Sources
Corroboration means checking if other reliable sources agree with the information being presented. In digital support, it’s important to see if other experts or sources confirm the advice given.
• Example: If only one source says a certain method fixes a software problem, but no other guides or forums back this up, the solution might not be trustworthy.
• Impact: Without corroboration, users might rely on unproven methods, wasting time or even damaging their systems.
Citations
Citations are references to where information comes from. They show that the author is relying on credible research or experts. In digital support services, citing sources like well-known tech companies, research papers, or case studies adds credibility to the information.
• Example: A blog post about improving internet speed that references studies by broadband companies is more reliable than one that doesn’t cite any sources.
• Impact: Without citations, it’s hard to know where the information comes from or if it’s trustworthy.
Imagine you’re reading an article about a new digital support tool. The author claims it reduces troubleshooting time by 70%, but the article was written by an employee of the company that makes the tool (potential bias), there’s no evidence or citations to back up the claim, and it hasn’t been corroborated by other experts. Plus, it was published 5 years ago (date of publication), meaning the software might have changed since then.
All of these factors suggest that the information might not be reliable or valid, and you should look for more up-to-date, unbiased, and well-supported sources.
By evaluating these factors, you can better judge whether information in the digital support services sector is trustworthy and can guide you to make better, more informed decisions.
Create a warning/information poster that discusses the considerations when it comes to the above-discussed areas, make this poster as visually appealing and eye-catching as you can. Make sure that those who look at your poster are aware of the consequences of not considering the areas covered and the damage this could have on them or a company.
Files that support this week
English:
Assessment:
Learning Outcomes:
Awarding Organisation Criteria:
Maths:
Stretch and Challenge:
E&D / BV
Homework / Extension:
ILT
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Week 5
T&L Activities:
Learning Aims and Objectives:
Aim: In this week's page, students will learn .
Objectives:
1. By the end of this week's page students will be able to
2. By the end of the week's page students will be able to
3. By the end of the week's page students will be able to
4. By the end of the week's page students will be able to
5. By the end of the week's page students will be able to
Exam Mock
Files that support this week
English:
Assessment:
Learning Outcomes:
Awarding Organisation Criteria:
Maths:
Stretch and Challenge:
E&D / BV
Homework / Extension:
ILT
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Week 6
T&L Activities:
Learning Aims and Objectives:
Aim: In this week's page, students will learn .
Objectives:
1. By the end of this week's page students will be able to
2. By the end of the week's page students will be able to
3. By the end of the week's page students will be able to
4. By the end of the week's page students will be able to
5. By the end of the week's page students will be able to
Files that support this week
English:
Assessment:
Learning Outcomes:
Awarding Organisation Criteria:
Maths:
Stretch and Challenge:
E&D / BV
Homework / Extension:
ILT
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Week 7
T&L Activities:
Learning Aims and Objectives:
Aim: In this week's page, students will learn .
Objectives:
1. By the end of this week's page students will be able to
2. By the end of the week's page students will be able to
3. By the end of the week's page students will be able to
4. By the end of the week's page students will be able to
5. By the end of the week's page students will be able to
How are we able to reduce these resutls and get what we really need? is it even possible? All signs point to possibly. The further detail and content that is placed in to the search bar the more refined and niech the parameters become. This is oftern refered to as a long term search. A classic example of this would be an orginal search for "Cars for Sale" this would show global car sales, this could be refined down to "Car Sales in the Uk", again this would be very broad covering tens of thousands of car sales business across the uk. Possibly the best approach would be something like the following "Car Sales in the UK in the region of KENT selling BLACK BMW M2 with SUNROOF". The specifics of this search should provide few and more specific results and content to the user. This principle in the Digial Support Serives sector would be applied if knowledge banks and issue/error resolution were to be required.