1. How to discuss eBooks with patrons
Part One
Improve your technology skills and interview practice

2. Reality Check

3. Seriously?

4. Improve your Skills

5. Know who your library’s tech genius or point
person is for eBooks.

6. Eavesdrop on your co-workers.
It's a good thing!

7. Be patient!
With yourself and with your patrons

8. Fake it till you make it

10. Instead of I
don't
know try Let's see if
we can figure this out
together
No one expects
you to be
perfect or know
everything.
Hopefully
Most patrons are
happy to get the
information that helps
them get started but...

12. Know your Library's Resources

13. Read an eBook you
may actually like it!
12% of readers of e-books borrowed an e-book from the library in
the past year but a majority of Americans do not know that this
service is provided by their local library
58% of all library card holders say they do not know if their library provides e-book lending services
55% of all those who say the library is “very important” to them say they do not know if their library lends e-books.
53% of all tablet computer owners say they do not know if their library lends e-books.
48% of all owners of e-book reading devices such as original Kindles and NOOKs say they do not know if their
library lends e-books.
47% of all those who read an e-book in the past year say they do not know if their library lends e-books.

14. Or... you may still
hate eBooks
and think you'll never read one
again!
but you got the eBook and
now you know how to use the
resource. You Rock!

15. One on one patron sessions are great practice
and confidence building.
Volunteer for the next opportunity!

16. The interview, tutorial,
assistance, coaching,
instruction, help,
tech support,
guidance, training,
encouragement etc.

17. OR A
CHOICE

18. Be Approachable

19. Types of eBook Reference questions
Directional - Where are your eBooks?
Ready-reference - Do you have eBooks?
Specific Search - Do you have The Inferno
by Dave Brown

20. Seize the Teachable Moment

21. Look for clues about
the patrons technical
skills and knowledge

22. Create a road map in
your mind
make a flowchart for
all your resources and
discuss them with your
coworkers

23. Always
Show
Interest

24. Listen Listen and
Listen some more
Be a sponge.
Listen carefully
to the patron's
questions.

25. Interviewing is mostly listening

26. Talk your patron through every step in the process
Keep them informed of the progress

27. Review the whole process and then let them drive